Good Afternoon Revdex.com-
We absolutely agree that waiting that
long would be
unacceptable. We have shipped the part
already via US Mail. We have written up
the installation service. As soon as the
customer receives the part they can call in to schedule. The service number is ***. We are very sorry that the port has stopped working;
we expect the customer should receive it mid week as it has been shipped from
***.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us I am very sorry that the missing hardware has
caused issues with plans you had set up.
I see that this customer has already spoken with my colleague and it appears
the customer has been offered and accepted a return for refund, as this
delivery was not completed. Per the
notes, the customer needs to call back in with the original method of payment,
and schedule the pick up.
It does appear that we have sent the hardware, set up
the table and the missing chair is scheduled for delivery on 10.4.16.
If the customer is happy with the set in the home, we
can cancel off the pickup for refund paperwork and offer compensation for the
delay in having the delivery successfully completed. We do offer Bob’s Gift Cards as compensation
as a way to make it right for the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***,
white; line-height: 15pt;">We sincerely apologize for any
miscommunication that occurred during the time of sale to cause us to write up
one king mattress instead of the two you allege to have confirmed with your
salespersonBobs Discount Furniture does not support or practice deceptive
sales techniques like the one you have listed hereI assure you that from the
start you have been receiving the exact merchandise you were charged forWhile
we remain regretful that the purchase of two mattresses differs in cost from
the purchase of one mattress we have worked above and beyond our
procedures to provide you with a genuine form of our apology
As a business our main focus is to get
you the product you purchased in good condition and any additional form of
compensation after the original agreement has been fulfilled is at our business’s
internal discretion
Normally we offer any type of additional
apology in the form of a Bobs Discount Furniture Gift Card because as a retailer
we understand the importance of earning our customer’s trust back and proving
to our customer that sales failures are not part of the daily operations
that have helped us grow to be one of the largest furniture retailer in the
U.SWe also wish to provide our customers with a tangible item as a further
form of apology rather than just committing to the act of pacifying someone
with a monetary amount
Our retail location took direct ownership
for the mistake that occurred and provided you with a $refund to your
original method of payment as compensation for our sales errorAt this time we
stand behind this offer of apology as adequate however due to the frustrations you
are expressing, we will make an additional offer of apology to you in the form
of a Bobs Discount Furniture Gift Card for $Should you wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We stand behind our technician’s determination of cause and the
validity of his report regarding this mattress concernBobs Discount Furniture
handled this mattress within our warehouse until the time the customer picked
it up in December of At the time of pickup the customer or their
representative, signed for this mattress as satisfied with its conditionAs
the service address differs from that provided to us on the original sales
order this sheds light on the perception that this mattress could have been
handled for a move more than once (by the customer) since the initial transit
they took responsibility for when leaving the pick up locationBased on the
reporting time of damage and the pick up slip being signed as satisfied by the
customer it is very unlikely that Bobs damaged this mattress in handling
Regretfully we are unable to provide a replacement under the
warranty as no defect is present and the manufacturer of this product
requires a defect to be present in order for the warranty to be honoredAs a
retailer we are doing our best to reach out to our customer with a
consideration. As a final
courtesy offer we can upgrade our original Bobs Discount Furniture Gift card
offer to 75% of the original cost paid towards the mattress
I have listed the outline below for their reviewPlease instruct
the customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress atOriginal
Invoice shows mattress price as $227.5175%
of $= $170.63Bobs
Discount Furniture Gift Card for $(if accepted) can be mailed to:*** *** * ** *** *** *** * *** ** ***
We do hope our customer can understand our position as a
business and see the value in our offer of consideration
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer is
having an issue with
this bed. The first technician that was
at the home September 21, did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer was
reporting was because the bed is on a non-carpeted surface. The technician advised the customer install
rubber feet, a carpet runner or carpet pad.
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto. The
support legs only are activated when someone uses the bed. They then touch the floor and need a surface
that they can grip. We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
This
customer’s request for resolution has been adequately satisfied and our records
reflect that a new living room set is scheduled to be delivered to this
customer on Please pass on my apologies to this customer for her
frustration, embarrassment at her home show, and also for our service technician
coming later than the estimated time frame she was providedAs we are a company
built on honesty I feel that it important to educate this customer that the
time frame windows we provide are estimates and never a guaranteeThere are
many events that can occur on the road or inside other customer’s homes that
are beyond our control and it is always recommended that our customer’s pick a
day where they have full flexibilityPlease note our disclaimer of ‘All day
delivery service’ is distinguished on our customer’s sales invoice to ensure
our valuable customer’s prepare appropriately for their appointments
I am glad
that we were able to take responsibility and ultimately make this customer’s
concern right
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
The reason why we are
still trying to resolve this issue for over a year is because from day one, we
have been getting the run around from Bob's Furniture storeYour technician
did convey to us that there was a defect but he was not the one who will make
the final decisionNow after several attempts on our part to try and get a resolution
within the warranty period you are telling us that he did not find any defect.
Please answer this
question, if he did not find any defect to begin, why after a month had gone by
when we did not get a call back as expected, and when we finally called your
customer service department, we were told that the defect was due to ware and
tear. Because of this nothing was going to be done! This response was well
within the warranty period, but of course we did not purchase the extended warranty
If we had purchased this warranty would an expert technician come to our home
during the warranty period?
We tried more than once
to get this resolve within the warranty period to no avail, and basically it’s
the same story your store is trying to absorb themselves of any ill-well towards
us as a customerSo we did not purchase the warranty was that a reason to neglect
our request to have a quality person come to our home and look at the defective
sofa set we had purchase. You store just reject our complaint stating wear
and tear, and is it the fact that we did not purchased the extend warranty, so
we are being punished for not spending more money in your store!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with *** today
and provided her with my direct contact information for any future needsWe
have come to an agreement for resolution as we have truly let this customer
down and wish to make our failures right by her
Thank you for helping bring these
failures to our attention and ultimately helping me reach out to a disappointed
customer
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be from a single accident and reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a
single accident or incident and not through everyday use, misuse or abuse of
the merchandise.
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works. It will only cover a single
accident at a time. Telling them the dog
had accidents in several places would not be a single accident.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We have been in contact with *** regarding this complaint
and we have honored our customer’s ‘desired settlement’ requestWe apologize
for any and all inconveniences that we have caused *** and we thank *** for
bringing our failures to our attention so that we have the information
necessary to improve our customers overall experience
I
am so sorry that you are experiencing disappointment with your pub table
purchased from Bobs Discount FurnitureI understand how frustrating it is to
be passed back and forth between companies when seeking a resolution and I assure
you that our first priority is resolving our customer’s concerns effectively
Our
records and the records I received after speaking with *** indicate that
the damage to your table top is multiple ring marks caused from beverages being
left on the table top unattendedWhile the Goof Proof protection is designed
to offer you coverage against most in home accidents, accumulated damage such
as multiple ring marks from various occurrences is not considered a coverable
damage under this planGoof Proof is able to cover customers when damage is
reported to them as a result of a one-time incidentIt is a protection plan
that is very similar to automobile insurance for the fact that you are permitted
to report a single accident verses a claim with multiple instances of accrued
damageFurthermore our records reflect that you are expecting a service
technician to your residence to inspect a mattress concern you have on
I have requested that out service technician also inspect your
marble table top for any defects as you have stated in this complaint “After a few months the granite started to
show white spots that would not come off”As the information we are receiving
from your claim to *** differs from the information you have stated here
we can attempt move forward after we have photos and a report from our
technician
Our Service
Technician will contact our Customer Care Department prior to leaving your home
on and at that time we will speak with you in regards to a possible
option for resolution, if there are multiple ring marks on your marble table
top, accumulated customer caused damages, or no factory defect, I truly
apologize but we will have no further recourse to offer you relating to this
concernWhile Marble is a very beautiful material it is also an extremely
sensitive product and I don’t want to provide you with hope that we can
rectify this concern for you by having our factory trained technician provide
you this inspectionBased on your description of the damage and my many years
in the furniture business I believe you may be experiencing the affects of blemishes
and discoloration caused by colored material penetrating the marbleTea,
coffee, tobacco, ink and soft drinks, color from paper or textiles can all
stain marbleOily materials such as milk, salad dressing, meat, hand cream,
etc., can also cause severe staining
I apologize
again that you are displeased with the care you have received thus far and
await your upcoming serviceIf you do not want to wait for a response
regarding this issue on please feel free to email me pictures of your
table directly at ***
and I can review these photos with our Service Technician Managers and respond
to you
Thank You,
*** ** ***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: No one caused this stain in my homeAnd yes it's, only been month since I had this set*** *** *** *** *** *** states in writing, "Report your service request within days of each occurrence'It also says "Plus covers you for years against factory defects that can sometimes occur in materials or workmanshipCombined with the accidental coverage, you'll have total peace of mind! The PlUS is US!"
The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did IAll I saw was how beautiful the set wasFrankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look forI could have lied but I cannot bring myself to do such a thingWhen I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence)This stain feels like the marble had not been sanded downIf it had been sanded I probably never would have noticed it at all. After reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was thereBut then she said if there is more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either)I am attaching pictures I decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviewsThis has taught me a great dealLesson learned
Sincerely,
*** ***
Good Morning Revdex.com-
size="3">
We are very sorry for the concern
represented here. The original purchase
was in 2014. The customer was given a
courtesy store credit due to a concern they had with the store. In April the tech determined that the
set in the home was up to standards with no defect. The customer escalated their complaint and
was granted a one time courtesy reselection.
They were also given a store credit due to a concern they had. That set was then reported damaged, the tech
agreed that there was a manufacturing defect and we set up for a
reselection. The customer reported that
this set currently in the home was no longer comfortable. Our tech went to the home in February
and determined the set was up to manufacturing standards. The customer escalated the concern and was
given a one time courtesy reselection.
The set in the home is not deemed to be defective. The rug the customer referred to had no
manufacturing defects. The customer
choose a set that did not match the rug already in the home, she asked that it be
included in the return. As the rug was
not part of the set and was not defective in any way, we were not able to accommodate
that request.
The customer did go to the store and chose
a new set. There is a balance due which
must be paid before we can schedule the exchange. We have followed our policy for
service. We have already offered this customer
two courtesy reselections. We would not
be able to refund for the set in the home.
We would not be able to cover the difference for the set the customer has
chosen in their reselection.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
It is not a solution to my problem I do not care to have store credit to buy their inferior products and do I strap the loveseat and sofa to the top of a honda accord?? The cost of returning the furniture on my dollar is not an exceptional solution
Sincerely,
*** ***
Good Morning Revdex.com-
0in 0pt;">We do understand the customer’s frustration. We have a set policy we follow, all
manufacturing defects must be documented with either a technician report or
photos the customer submitted. On April
5, we sent this customer an email on how to submit photos of the issues
with the table. I do not see that those
photos have been submitted. We would not
be able to offer any sort of recourse without either a technician report or
photos clearly showing that there is a manufacturing defect. We will accept those photos attached to this
complaint or the customer can submit through Bob’s regular channels
The customer needs to call into customer care to schedule the service for
the technician to install the cores that were received. As these parts do not come through customer
care, we would not be aware that parts were received unless the customer called
to advise. In an effort to make this as
easy as possible for the customer, I have already created the installation
If this customer would like the technician to inspect the table while in
the home, please advise when you call into customer care to schedule, the agent
will add to the existing service to ensure the tech is given adequate time to
complete both services
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer today (5.07.02014) by
the phone number provided in this claimI have left a message on the machine
with my direct phone number asking the customer to call me back directly so I can
try my best to help satisfy this concern
Please pass on my apologies to this customer as well as my
email address: ***
I am unable to locate the pictures that were taken by our technician in
January of and I will be asking this customer to provide me with current
photos of his concerns so I may proceed deeper into being able to offer a resolution
to these concerns
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
a) The business was unable to deliver the complete set that I purchased, but refused to accept a return of the parts of the set that were already delivered, despite the fact that they were unused
b) Had I known I could not get the complete set, I would never have ordered just parts of a set
c) After the response from the business, I determined that I had no choice but to keep the parts of the set that were already deliveredWhen I tried to assemble them, I noticed that there were parts missing: specifically, brackets for attaching a mirror to a dresser
d) I attempted to contact the local store and asked if I could just pick up a pair of brackets
e) The phone tree was not functioning and when I hit the appropriate option it would just replay the original messageI eventually had to hit a random option just to talk to someone
f) The store employee who answered my call informed me that they could not give me the missing brackets without being ordered to do so by their central officeShe then transferred me to the central office without asking me if that was okay or waiting to see if I had any other questions
g) The representative at the central office then told me that the store only had "display" items, and I would have to wait weeks or months to have the missing parts specially deliveredI then asked if they can't just give me the brackets from one of the display sets
h) She informed me that the central office has no authority over the store and could not tell them to do so, but she would 'ask the manager if he would be willing to do so'This is after the store employee told me that the store had no authority to give me the brackets without permission from the central office
i) I left my phone number with the employee from the central office, who said she would call me back immediately after speaking with the store manager
j) I have still not received a call back
Once again, this business is unable to either deliver on the merchandise I've already paid for, or agree to refund me the moneyThey have also once again demonstrated that their employees continue to give customers inaccurate information and fail to deliver reasonable service
Sincerely,
*** ***
Good Afternoon *** ***
Our records indicate that we have successfully addressed and resolved your merchandise concernsAs a result of your experience with our sales staff, delivery and merchandise issues, we have refunded your $59.99 delivery charge and issued you a $gift card
It is our hope that you are now able to fully enjoy your new furnitureYour business is appreciated and we apologize for the inconvenience we caused
Sincerely
*** ***
Good Morning,
First of all, I would like to thank you for your polite
responseThis is the first polite and professional response that I have
received from Bob’s Discount Furniture while speaking to around 25-different
people over the period of daysI also would like to mention that one of Bob’s
Discount Furniture representatives hang up on me when I requested the denial of
my claim to be sent to me in writing and that request has not been satisfied
I would like to address the inconsistences that you have
mentioned in your responseI truly believe that those are the results of poor
inspection done by the technician that came to my house on 3/20/The rips
located on sofa and loveseat are on the seamsThere is no inches rip on the
sofa and no inches rip on the loveseat as you will be able to see on attached
picturesAll the rips on sofa and loveseat are under inch long except one
located on the loveseat which is inch longThe technician took the pictures
of all the rips that day and he failed to send them to Bob’s Discount Furniture
for further reviewI was told that I will receive a phone call within days
to discuss the claim and nobody ever called meI tried to call weeks later
to find out the status of my claim and was on hold with Customer Service for
25-minutes with no answerUnfortunately, I could not hold any longer and
after trials I contacted the store where I bought my furniture to ask for
their helpI was connected with the Customer Service Representative Manager
who could not locate my claim and after she finally found it she told me there
were no pictures or comments in the claim fileI was asked to take pictures
and send them down and I was promised that somebody will contact me within
48-hrsI emailed my pictures on 4/1/and I never received a single
phone callOn 4/4/2014, I sent an email asking for an update on my claim and
received no responseI called Customer Service again two days later and again
was on hold for minutes at a timeAfter few trials, I tried to call the
store again but this time they were not helpful and asked me to keep calling
Customer Service lineFinally, after calling the store times I was granted
the permission to speak to the store Manager and she entered the request for
Customer Service Representative to contact meI received a phone call on
Saturday 04/05/and was informed that my claim was denied because these
rips are not manufacturing defects and unfortunately the leather tends to rip
after using it for a whileI questioned expertize of the technician that came
to my house and I asked if I can have another technician to come and take a
look at itI was told that all Bob’s Discount Furniture technicians are fully
trained and unfortunately they can’t send another technician
It is also not true that the *** claim was filed with
no incident and I would like to point out that it was not the reason for denial
that I was givenFirst, I was told that my claim was denied because I
mentioned the rips while filing the claim for the markerAgain, I want to emphasize
that I mentioned to the representative that rips are not accidental and they
happened over time due to poor manufacturingThe last reason for denial that I
was given was the general condition of the sofa and loveseatI would like to
point out that *** never sent a single technician to my house and never
received or requested a single picture of my furniture and yet they were
telling me that my furniture is not in good conditionI would like to know how
*** knew about condition of my sofa and loveseatI was told several times
by both Bob’s Discount Furniture Customer Service and *** that they are two
separate companies so it is very strange that *** had that information
even though only Bob’s Discount Furniture received the pictures of my
furnitureThe marker stains were done by my sonHe received a writing board
and was playing with it in my kitchen which is directly neighboring the living
room (open floor plan) and by the time I came back from the bathroom my sofa
and my wall had marker stains on themYou can clearly see that only the side
of the sofa facing the kitchen is damagedI would like to mention that I
requested the copy of the recording of the conversation during which I filed
the claim with *** and also the denial of the claim in writing and have
not received either of them
The reason why I didn’t report any damages until the marker
stains happened is very simpleWhen I bought my warranty, I was told it only covers
accidental damagesSince the rips were not accidental, I was not aware that
they can also be covered under the warrantyWhen I first called to report the
rips, I called the wrong number for the Bob’s Plus CoverageI was informed
that marker stains need to be reported to *** and that Plus Coverage
covers manufacturing defectsThat was when I discovered that I can open a
claim for the rips
I hope that you can resolve this issue and fulfill my
expectations by repairing the damaged sofa and loveseat (rips and stains)
Thank you,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
This company continues to disappoint There is no disputing the follow up calls that are noted in their response however despite their follow up I am still without a desk I have repeatedly advised that I need this desk for a work from home assignment that began last Monday In my opinion, refunding shipping hardly addresses the issues with my dealings I'm not sure why there's confusion over my comments of requesting a refund? If it's considered unreasonable, I'd say it's about as unreasonable as waiting months for my order to be completed There's been misrepresentations made by this company throughout this experience, as early as this past Saturday when they notified me of the damaged desk I specifically requested the replacement hutch be delivered this Wednesday with the replacement desk The customer service rep assured me that was noted and confirmed with the delivery team yet Bob's delivery team still showed that dayLuckily we had not left for the day and were home to accept the delivery Nonetheless, I have no choice but to accept the desk tomorrow because I need it for a home inspection by my employer
Sincerely,
*** ***
Good Afternoon Revdex.com-
We absolutely agree that waiting that
long would be
unacceptable. We have shipped the part
already via US Mail. We have written up
the installation service. As soon as the
customer receives the part they can call in to schedule. The service number is ***. We are very sorry that the port has stopped working;
we expect the customer should receive it mid week as it has been shipped from
***.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us I am very sorry that the missing hardware has
caused issues with plans you had set up.
I see that this customer has already spoken with my colleague and it appears
the customer has been offered and accepted a return for refund, as this
delivery was not completed. Per the
notes, the customer needs to call back in with the original method of payment,
and schedule the pick up.
It does appear that we have sent the hardware, set up
the table and the missing chair is scheduled for delivery on 10.4.16.
If the customer is happy with the set in the home, we
can cancel off the pickup for refund paperwork and offer compensation for the
delay in having the delivery successfully completed. We do offer Bob’s Gift Cards as compensation
as a way to make it right for the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***,
white; line-height: 15pt;">We sincerely apologize for any
miscommunication that occurred during the time of sale to cause us to write up
one king mattress instead of the two you allege to have confirmed with your
salespersonBobs Discount Furniture does not support or practice deceptive
sales techniques like the one you have listed hereI assure you that from the
start you have been receiving the exact merchandise you were charged forWhile
we remain regretful that the purchase of two mattresses differs in cost from
the purchase of one mattress we have worked above and beyond our
procedures to provide you with a genuine form of our apology
As a business our main focus is to get
you the product you purchased in good condition and any additional form of
compensation after the original agreement has been fulfilled is at our business’s
internal discretion
Normally we offer any type of additional
apology in the form of a Bobs Discount Furniture Gift Card because as a retailer
we understand the importance of earning our customer’s trust back and proving
to our customer that sales failures are not part of the daily operations
that have helped us grow to be one of the largest furniture retailer in the
U.SWe also wish to provide our customers with a tangible item as a further
form of apology rather than just committing to the act of pacifying someone
with a monetary amount
Our retail location took direct ownership
for the mistake that occurred and provided you with a $refund to your
original method of payment as compensation for our sales errorAt this time we
stand behind this offer of apology as adequate however due to the frustrations you
are expressing, we will make an additional offer of apology to you in the form
of a Bobs Discount Furniture Gift Card for $Should you wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We stand behind our technician’s determination of cause and the
validity of his report regarding this mattress concernBobs Discount Furniture
handled this mattress within our warehouse until the time the customer picked
it up in December of At the time of pickup the customer or their
representative, signed for this mattress as satisfied with its conditionAs
the service address differs from that provided to us on the original sales
order this sheds light on the perception that this mattress could have been
handled for a move more than once (by the customer) since the initial transit
they took responsibility for when leaving the pick up locationBased on the
reporting time of damage and the pick up slip being signed as satisfied by the
customer it is very unlikely that Bobs damaged this mattress in handling
Regretfully we are unable to provide a replacement under the
warranty as no defect is present and the manufacturer of this product
requires a defect to be present in order for the warranty to be honoredAs a
retailer we are doing our best to reach out to our customer with a
consideration. As a final
courtesy offer we can upgrade our original Bobs Discount Furniture Gift card
offer to 75% of the original cost paid towards the mattress
I have listed the outline below for their reviewPlease instruct
the customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress atOriginal
Invoice shows mattress price as $227.5175%
of $= $170.63Bobs
Discount Furniture Gift Card for $(if accepted) can be mailed to:*** *** * ** *** *** *** * *** ** ***
We do hope our customer can understand our position as a
business and see the value in our offer of consideration
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer is
having an issue with
this bed. The first technician that was
at the home September 21, did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer was
reporting was because the bed is on a non-carpeted surface. The technician advised the customer install
rubber feet, a carpet runner or carpet pad.
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto. The
support legs only are activated when someone uses the bed. They then touch the floor and need a surface
that they can grip. We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon
Revdex.com,
This
customer’s request for resolution has been adequately satisfied and our records
reflect that a new living room set is scheduled to be delivered to this
customer on Please pass on my apologies to this customer for her
frustration, embarrassment at her home show, and also for our service technician
coming later than the estimated time frame she was providedAs we are a company
built on honesty I feel that it important to educate this customer that the
time frame windows we provide are estimates and never a guaranteeThere are
many events that can occur on the road or inside other customer’s homes that
are beyond our control and it is always recommended that our customer’s pick a
day where they have full flexibilityPlease note our disclaimer of ‘All day
delivery service’ is distinguished on our customer’s sales invoice to ensure
our valuable customer’s prepare appropriately for their appointments
I am glad
that we were able to take responsibility and ultimately make this customer’s
concern right
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
The reason why we are
still trying to resolve this issue for over a year is because from day one, we
have been getting the run around from Bob's Furniture storeYour technician
did convey to us that there was a defect but he was not the one who will make
the final decisionNow after several attempts on our part to try and get a resolution
within the warranty period you are telling us that he did not find any defect.
Please answer this
question, if he did not find any defect to begin, why after a month had gone by
when we did not get a call back as expected, and when we finally called your
customer service department, we were told that the defect was due to ware and
tear. Because of this nothing was going to be done! This response was well
within the warranty period, but of course we did not purchase the extended warranty
If we had purchased this warranty would an expert technician come to our home
during the warranty period?
We tried more than once
to get this resolve within the warranty period to no avail, and basically it’s
the same story your store is trying to absorb themselves of any ill-well towards
us as a customerSo we did not purchase the warranty was that a reason to neglect
our request to have a quality person come to our home and look at the defective
sofa set we had purchase. You store just reject our complaint stating wear
and tear, and is it the fact that we did not purchased the extend warranty, so
we are being punished for not spending more money in your store!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with *** today
and provided her with my direct contact information for any future needsWe
have come to an agreement for resolution as we have truly let this customer
down and wish to make our failures right by her
Thank you for helping bring these
failures to our attention and ultimately helping me reach out to a disappointed
customer
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be from a single accident and reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a
single accident or incident and not through everyday use, misuse or abuse of
the merchandise.
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works. It will only cover a single
accident at a time. Telling them the dog
had accidents in several places would not be a single accident.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We have been in contact with *** regarding this complaint
and we have honored our customer’s ‘desired settlement’ requestWe apologize
for any and all inconveniences that we have caused *** and we thank *** for
bringing our failures to our attention so that we have the information
necessary to improve our customers overall experience
Good
Afternoon ***,
I
am so sorry that you are experiencing disappointment with your pub table
purchased from Bobs Discount FurnitureI understand how frustrating it is to
be passed back and forth between companies when seeking a resolution and I assure
you that our first priority is resolving our customer’s concerns effectively
Our
records and the records I received after speaking with *** indicate that
the damage to your table top is multiple ring marks caused from beverages being
left on the table top unattendedWhile the Goof Proof protection is designed
to offer you coverage against most in home accidents, accumulated damage such
as multiple ring marks from various occurrences is not considered a coverable
damage under this planGoof Proof is able to cover customers when damage is
reported to them as a result of a one-time incidentIt is a protection plan
that is very similar to automobile insurance for the fact that you are permitted
to report a single accident verses a claim with multiple instances of accrued
damageFurthermore our records reflect that you are expecting a service
technician to your residence to inspect a mattress concern you have on
I have requested that out service technician also inspect your
marble table top for any defects as you have stated in this complaint “After a few months the granite started to
show white spots that would not come off”As the information we are receiving
from your claim to *** differs from the information you have stated here
we can attempt move forward after we have photos and a report from our
technician
Our Service
Technician will contact our Customer Care Department prior to leaving your home
on and at that time we will speak with you in regards to a possible
option for resolution, if there are multiple ring marks on your marble table
top, accumulated customer caused damages, or no factory defect, I truly
apologize but we will have no further recourse to offer you relating to this
concernWhile Marble is a very beautiful material it is also an extremely
sensitive product and I don’t want to provide you with hope that we can
rectify this concern for you by having our factory trained technician provide
you this inspectionBased on your description of the damage and my many years
in the furniture business I believe you may be experiencing the affects of blemishes
and discoloration caused by colored material penetrating the marbleTea,
coffee, tobacco, ink and soft drinks, color from paper or textiles can all
stain marbleOily materials such as milk, salad dressing, meat, hand cream,
etc., can also cause severe staining
I apologize
again that you are displeased with the care you have received thus far and
await your upcoming serviceIf you do not want to wait for a response
regarding this issue on please feel free to email me pictures of your
table directly at ***
and I can review these photos with our Service Technician Managers and respond
to you
Thank You,
*** ** ***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: No one caused this stain in my homeAnd yes it's, only been month since I had this set*** *** *** *** *** *** states in writing, "Report your service request within days of each occurrence'It also says "Plus covers you for years against factory defects that can sometimes occur in materials or workmanshipCombined with the accidental coverage, you'll have total peace of mind! The PlUS is US!"
The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did IAll I saw was how beautiful the set wasFrankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look forI could have lied but I cannot bring myself to do such a thingWhen I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence)This stain feels like the marble had not been sanded downIf it had been sanded I probably never would have noticed it at all. After reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was thereBut then she said if there is more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either)I am attaching pictures I decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviewsThis has taught me a great dealLesson learned
Sincerely,
*** ***
Good Morning Revdex.com-
size="3">
We are very sorry for the concern
represented here. The original purchase
was in 2014. The customer was given a
courtesy store credit due to a concern they had with the store. In April the tech determined that the
set in the home was up to standards with no defect. The customer escalated their complaint and
was granted a one time courtesy reselection.
They were also given a store credit due to a concern they had. That set was then reported damaged, the tech
agreed that there was a manufacturing defect and we set up for a
reselection. The customer reported that
this set currently in the home was no longer comfortable. Our tech went to the home in February
and determined the set was up to manufacturing standards. The customer escalated the concern and was
given a one time courtesy reselection.
The set in the home is not deemed to be defective. The rug the customer referred to had no
manufacturing defects. The customer
choose a set that did not match the rug already in the home, she asked that it be
included in the return. As the rug was
not part of the set and was not defective in any way, we were not able to accommodate
that request.
The customer did go to the store and chose
a new set. There is a balance due which
must be paid before we can schedule the exchange. We have followed our policy for
service. We have already offered this customer
two courtesy reselections. We would not
be able to refund for the set in the home.
We would not be able to cover the difference for the set the customer has
chosen in their reselection.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
It is not a solution to my problem I do not care to have store credit to buy their inferior products and do I strap the loveseat and sofa to the top of a honda accord?? The cost of returning the furniture on my dollar is not an exceptional solution
Sincerely,
*** ***
Good Morning Revdex.com-
0in 0pt;">We do understand the customer’s frustration. We have a set policy we follow, all
manufacturing defects must be documented with either a technician report or
photos the customer submitted. On April
5, we sent this customer an email on how to submit photos of the issues
with the table. I do not see that those
photos have been submitted. We would not
be able to offer any sort of recourse without either a technician report or
photos clearly showing that there is a manufacturing defect. We will accept those photos attached to this
complaint or the customer can submit through Bob’s regular channels
The customer needs to call into customer care to schedule the service for
the technician to install the cores that were received. As these parts do not come through customer
care, we would not be aware that parts were received unless the customer called
to advise. In an effort to make this as
easy as possible for the customer, I have already created the installation
If this customer would like the technician to inspect the table while in
the home, please advise when you call into customer care to schedule, the agent
will add to the existing service to ensure the tech is given adequate time to
complete both services
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer today (5.07.02014) by
the phone number provided in this claimI have left a message on the machine
with my direct phone number asking the customer to call me back directly so I can
try my best to help satisfy this concern
Please pass on my apologies to this customer as well as my
email address: ***
I am unable to locate the pictures that were taken by our technician in
January of and I will be asking this customer to provide me with current
photos of his concerns so I may proceed deeper into being able to offer a resolution
to these concerns
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
a) The business was unable to deliver the complete set that I purchased, but refused to accept a return of the parts of the set that were already delivered, despite the fact that they were unused
b) Had I known I could not get the complete set, I would never have ordered just parts of a set
c) After the response from the business, I determined that I had no choice but to keep the parts of the set that were already deliveredWhen I tried to assemble them, I noticed that there were parts missing: specifically, brackets for attaching a mirror to a dresser
d) I attempted to contact the local store and asked if I could just pick up a pair of brackets
e) The phone tree was not functioning and when I hit the appropriate option it would just replay the original messageI eventually had to hit a random option just to talk to someone
f) The store employee who answered my call informed me that they could not give me the missing brackets without being ordered to do so by their central officeShe then transferred me to the central office without asking me if that was okay or waiting to see if I had any other questions
g) The representative at the central office then told me that the store only had "display" items, and I would have to wait weeks or months to have the missing parts specially deliveredI then asked if they can't just give me the brackets from one of the display sets
h) She informed me that the central office has no authority over the store and could not tell them to do so, but she would 'ask the manager if he would be willing to do so'This is after the store employee told me that the store had no authority to give me the brackets without permission from the central office
i) I left my phone number with the employee from the central office, who said she would call me back immediately after speaking with the store manager
j) I have still not received a call back
Once again, this business is unable to either deliver on the merchandise I've already paid for, or agree to refund me the moneyThey have also once again demonstrated that their employees continue to give customers inaccurate information and fail to deliver reasonable service
Sincerely,
*** ***
Good Afternoon *** ***
Our records indicate that we have successfully addressed and resolved your merchandise concernsAs a result of your experience with our sales staff, delivery and merchandise issues, we have refunded your $59.99 delivery charge and issued you a $gift card
It is our hope that you are now able to fully enjoy your new furnitureYour business is appreciated and we apologize for the inconvenience we caused
Sincerely
*** ***
Good Morning,
First of all, I would like to thank you for your polite
responseThis is the first polite and professional response that I have
received from Bob’s Discount Furniture while speaking to around 25-different
people over the period of daysI also would like to mention that one of Bob’s
Discount Furniture representatives hang up on me when I requested the denial of
my claim to be sent to me in writing and that request has not been satisfied
I would like to address the inconsistences that you have
mentioned in your responseI truly believe that those are the results of poor
inspection done by the technician that came to my house on 3/20/The rips
located on sofa and loveseat are on the seamsThere is no inches rip on the
sofa and no inches rip on the loveseat as you will be able to see on attached
picturesAll the rips on sofa and loveseat are under inch long except one
located on the loveseat which is inch longThe technician took the pictures
of all the rips that day and he failed to send them to Bob’s Discount Furniture
for further reviewI was told that I will receive a phone call within days
to discuss the claim and nobody ever called meI tried to call weeks later
to find out the status of my claim and was on hold with Customer Service for
25-minutes with no answerUnfortunately, I could not hold any longer and
after trials I contacted the store where I bought my furniture to ask for
their helpI was connected with the Customer Service Representative Manager
who could not locate my claim and after she finally found it she told me there
were no pictures or comments in the claim fileI was asked to take pictures
and send them down and I was promised that somebody will contact me within
48-hrsI emailed my pictures on 4/1/and I never received a single
phone callOn 4/4/2014, I sent an email asking for an update on my claim and
received no responseI called Customer Service again two days later and again
was on hold for minutes at a timeAfter few trials, I tried to call the
store again but this time they were not helpful and asked me to keep calling
Customer Service lineFinally, after calling the store times I was granted
the permission to speak to the store Manager and she entered the request for
Customer Service Representative to contact meI received a phone call on
Saturday 04/05/and was informed that my claim was denied because these
rips are not manufacturing defects and unfortunately the leather tends to rip
after using it for a whileI questioned expertize of the technician that came
to my house and I asked if I can have another technician to come and take a
look at itI was told that all Bob’s Discount Furniture technicians are fully
trained and unfortunately they can’t send another technician
It is also not true that the *** claim was filed with
no incident and I would like to point out that it was not the reason for denial
that I was givenFirst, I was told that my claim was denied because I
mentioned the rips while filing the claim for the markerAgain, I want to emphasize
that I mentioned to the representative that rips are not accidental and they
happened over time due to poor manufacturingThe last reason for denial that I
was given was the general condition of the sofa and loveseatI would like to
point out that *** never sent a single technician to my house and never
received or requested a single picture of my furniture and yet they were
telling me that my furniture is not in good conditionI would like to know how
*** knew about condition of my sofa and loveseatI was told several times
by both Bob’s Discount Furniture Customer Service and *** that they are two
separate companies so it is very strange that *** had that information
even though only Bob’s Discount Furniture received the pictures of my
furnitureThe marker stains were done by my sonHe received a writing board
and was playing with it in my kitchen which is directly neighboring the living
room (open floor plan) and by the time I came back from the bathroom my sofa
and my wall had marker stains on themYou can clearly see that only the side
of the sofa facing the kitchen is damagedI would like to mention that I
requested the copy of the recording of the conversation during which I filed
the claim with *** and also the denial of the claim in writing and have
not received either of them
The reason why I didn’t report any damages until the marker
stains happened is very simpleWhen I bought my warranty, I was told it only covers
accidental damagesSince the rips were not accidental, I was not aware that
they can also be covered under the warrantyWhen I first called to report the
rips, I called the wrong number for the Bob’s Plus CoverageI was informed
that marker stains need to be reported to *** and that Plus Coverage
covers manufacturing defectsThat was when I discovered that I can open a
claim for the rips
I hope that you can resolve this issue and fulfill my
expectations by repairing the damaged sofa and loveseat (rips and stains)
Thank you,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
This company continues to disappoint There is no disputing the follow up calls that are noted in their response however despite their follow up I am still without a desk I have repeatedly advised that I need this desk for a work from home assignment that began last Monday In my opinion, refunding shipping hardly addresses the issues with my dealings I'm not sure why there's confusion over my comments of requesting a refund? If it's considered unreasonable, I'd say it's about as unreasonable as waiting months for my order to be completed There's been misrepresentations made by this company throughout this experience, as early as this past Saturday when they notified me of the damaged desk I specifically requested the replacement hutch be delivered this Wednesday with the replacement desk The customer service rep assured me that was noted and confirmed with the delivery team yet Bob's delivery team still showed that dayLuckily we had not left for the day and were home to accept the delivery Nonetheless, I have no choice but to accept the desk tomorrow because I need it for a home inspection by my employer
Sincerely,
*** ***