Complaint: ***
I am rejecting this response because:
The store says that they have not been given an opportunity to handle the concern directly- this is not trueI have called the store directly before AND after contacting ***Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warrantyThey gave me ***'s phone noand directed me to call *** directlyAdditionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchaseBob's should not be selling these accidental protection plans for five years if they are not able to stick to their word
This was an accident and should be covered by the accidental protection planThe only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damagesPlease resolve this issue by sincerely helping us out and refunding/ replacing our furnitureMany thanks,
Sincerely,
*** Desai
Complaint: ***
I am rejecting this response because:
Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods.
I do not agree with your statement that it was delivered brand new from the manufacturerWhen the mattress was deliveredit was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frameIt was NOT sealed in a plastic bag as was the mattress when it was brought into my home.
Enclosed please see the attached report from the exterminator which cost me $My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply These were Carpet beetles that were infested inside of the wood of the foundationI still have to have the Carpet steamed and wait additional days to have a followup call
This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on I am sure you understand that this was a very huge inconvenience I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon I am sure that if it was you dealing with this issue you would not make payments on a mattress that you DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner
Sincerely,
*** ***
Good Morning Revdex.com,
Our records
indicate that this merchandise was delivered on 09/04/and the customer purchased no additional coverage from us for an
extension to their original one year warranty period (communicated by Bobs via
the original sales invoice)
We absolutely apologize for any
scheduling error on our part that has caused our customer to experience any inconvenience
Please know that at this time any
service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s
direct responsibility to this purchase expired in
We currently have a service appointment arranged
to occur on and will do our very best to aide the customer with the
concerns being experienced very far outside of any warranty coverage period
available thru Bobs
DC:
Complaint: ***
After months of trying to fix my sleeper sofa, Bobs agreed to refund my moneyThey picked up the sofa on June 21st That day they credited my account with the delivery fee of $I was told once they received word the sofa was returned the rest of my money $would be credited to my accountAs of today, the refund has not shown up on the *** *** Bob's Credit CardBob's is saying the credit has been applied, *** *** says they haven't received itI have spent the last few hours talking with supervisors of both companies trying to find out what is going on and no-one is giving me the truth
I would like to have my account credited so *** *** can send me a check for what I paid over the last months for what was a damaged piece of furniture
Sincerely,
*** ***
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
in June and at the time of purchase the customer purchased the option of
*** *** ***
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 reported within thirty days of the 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.
We sent out technician to the home on 10.21.16. He determined that this damage was not the
result of a manufacturing defect. The
technician submitted photos from the visit.
We agree with the technicians findings.
As there are multiple scratches the customer would not be able to place
a claim with ***, as they only cover damage from a single accident. Please refer to the *** *** *** handout
the is attached and was given to the customer at time of purchase.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Day ***,
I apologize that you remain so dissatisfied with the outcome of the original delivery attemptAs indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stopOf course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residenceHad you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home
Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that dayWe advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occurWe never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring themWe most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usLike any other business, there is no denying that we regretfully make mistakesWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S.
If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales orderSincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Afternoon Revdex.com,
face="Times New Roman">
Please pass on our apologies for the inconvenience our
sales failure caused our customer to experienceWhile we can certainly
acknowledge the frustration this concern has caused our customer the service of
delivery paid for was completed successfullyOur responsibility to our
customer is to make the failure we caused right, thus honoring our original
promise to deliver them the product that they selectedWe made our mistake
right and the correct merchandise shows as delivered on Albeit the
wrong color, the customer was not left without furniture to sit on in the
interim it took for us to correct this selling mistake and had the customer
made us aware of a need for a special delivery accommodation (date or time
frame request) I’m certain that our Customer Care Team/Routing Department would
have worked to honor the request being made made
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that writing an order incorrectly is not part of the daily operations
that have helped us grow to be the 15th 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 amountShould the customer wish not to provide us with
another opportunity to provide a package of 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 outlet locations as our free gift of apology with
use of a gift cardYes, there are plenty of items available for $or less
and the amount in which any business deems fair and adequate to compensate a
customer is the internal discretion of that business
We apologize again for the failure of our sales person and can
upgrade our Bobs Discount Furniture Gift Card offer to $
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall
Good Afternoon Revdex.com,
I have
spoken with *** by phone today (5.07.2014) and we have reached a
resolution that I believe our customer is satisfied withWe have offered our
customer a reselection credit and I have just completed emailing her all the
details of this credit
Thank you
for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our apologies for the disappointment that our
customer is experiencing after owning this product for such a long period of
timeWe absolutely stand behind the quality and value of our productsWe
remain transparent and honest by always displaying in writing what materials
every one of our living room sets are manufactured fromWe also provide our
customers with the clear parameters of our Goof Proof Protection plan at the
time of saleI have included the sales floor line up sheet of this customer’s
set as well as the sales flyer sheet outlining what the expired Goof Proof Plan
offered coverage for on this product
Per the original sales invoice number we have on file this
customer’s sleeper sofa was sold at a price of $(you will also see this
displayed on the attachment I have included)The Goof Proof Plan that was purchased
was intended for one time accidental damage coverage as outlined and is not
meant to cover the products wear and tear patterns based on its material
makeupThe direct Bobs Discount Furniture warranty expired on this plan in
This product is made of bycast leather and this was
displayed for our customers review at the time of purchaseAs the first name
on this sales invoice differs from that of the customer filing a complaint and
six (6) full years have passed since the purchase date it will be very
difficult to determine who was actually present at the time of sale and what
literally transpired between our sales professional and the present consumer
Based on the fact that this sleeper is made up of bycast
leather its material makeup has lived past its expected lifetimeThere are
many facets of education available to the public regarding bycast leather and
its pros and consWhen making a purchase of this size there is a certain
expectation from any retailer (including that of the automobile industry,
electronics and home appliance industry) for consumer responsibility
Bycast leather is made from a
split hide of leather (a different layer of flesh than the initial top grain of
the animals flesh) that is coated with a layer of polyethyleneThere are many
pros to a bycast product such as its very uniform surface being easy to
maintain (top grain leather is far more sensitive to upkeep as it is more of
the animal’s natural skin that you’re sitting on) and any defects that were in
the leather to begin with are masked during the manufacturing processThe cons
of this product include the reduced breathability of the material makeup and
possible issues with flex over timeThis is why the damage that is being
reported by this consumer is the result of wear and tearThere is no
factory defect present and the consumers set has lived up to its expectations
in all reality, including the value of a $price pointWe do sell top
grain leather products (that are displayed as so) and the price point on those
is considerably higherThe same goes for a top grain leather set that retails
for $2,000-3,at another businessThe expected lifetime of the product
is longer due to its manufacturing processBycast leather products are not
isolated to Bobs Discount Furniture and we do pride ourselves on being able to
offer every level of value available in our industry to our full customer base
Based on the complete review of
all facts within this case this is normally a no recourse situation for any
retailerAs Bobs Discount Furniture is a retailer that cares about our
customers beyond the level of our industry we have listed two options for
resolution that we feel are more than fair below
Option #1:
We will provide our customer with
a 30% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199)The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parametersWe highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they haveIf the consumer is willing to accept the 30% store credit we will
offer to cover the cost of delivery for the new set they select from our
showroom and also cover the cost of removal and disposal for the current
sleeper and matching ottoman
-Or-
Option #2:
We will provide our customer with
a 50% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199)The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parametersWe highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they haveIf the consumer would rather accept the 50% store credit, Bobs
Discount Furniture will not be responsible to remove the current sleeper
and matching ottoman from the customer’s home or cover the cost of delivery for
the new merchandise the customer selects
The consumer can respond directly
to me via this channel if they would like to accept either of these generous
offers for resolutionPlease ensure in doing that the consumer is aware that
they should clearly indicate what option they are selecting so that I
can create the appropriate paperwork and have our retail location follow up
with them as soon as possible
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We appreciate the customer’s effort in trying to proceed with the
*** companyAfter researching their records I have been educated that her
claim was denied and I apologize on their behalf that this customer did not receive
any follow up as promised to explain this denial
As we had previously offered I have processed the refund of $
for this customer’s Goof Proof Protection Plan on the dining room set alone
Regardless of the recent request the customer has made stating “I will like a
refund on my furniture”, we did not offer a refund on the furniture as this
customer is not eligible for this as a resolution at this time
The internal refund credit number on our end is: *** and I would
expect that the customer see this credit posted on their financing account
within one complete billing cycle
Thank you,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of November
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor has advised they are delayed in shipping at this
time. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
While we understand your frustration that
these pieces were not delivered in showroom condition, we are relieved knowing
you do have pieces that are able to be used until we receive the brand new
parts from the vendor
We have ordered two storage drawers for the
bed. In your complaint you note that it
is dresser drawers. Please advise as the
parts that were reported to us as damaged are the under bed storage drawers,
which would not be compatible with the dresser drawers. If it is the dresser drawers we can cancel
the part order for the storage drawers and offer to exchange the dresser due to
the error in the part order
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: we clearly had no bed bug problem until the furniture was deliveredSecondly, we always take precautions regarding bed bugs and bringing vermin into our homeConsidering the advise of the exterminator, it is known that Bob's furniture has a bed bug problemYou accept old mattressesAfter my complaint, as a customer service rep you did not provide any recourse except denial which is exudes the worst type of customer serviceYou could have sent an inspector outThe night we got the furniture my wife was bitten all over her body by bed bugsWe found them hiding in the bed frame in the crevices of the storage bedBy your response, it seems that Bob's furniture cares nothing about its customers or its brand
Sincerely,
*** ***
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mebobs say they will replace three of the chairsi will except that but how do I go about getting the chairs replaced who do I have to get in contact with please get back to me as soon as possible Sincerely,
*** ***
As a furniture retailer
Bobs Discount Furniture carries many sets from multiple manufacturers that are
constructed with quality materials and workmanshipWe display the materials
used within our furniture on placards in our showroom to provide our customers
with the most education before their purchaseBobs Discount Furniture offers
every customer a one year factory defect guarantee on new merchandise and we
provide our customers with the option to purchase a protection plan called Goof
Proof
Goof Proof is intended to
offer coverage against accidents that can occur in the home causing damage to
our customer’s productAs with most protection plans, there is an expectation
that the furniture will be kept in an overall good condition prior to an
accident occurring, this plan is not intended to be used for instances of
accumulated damages or wear and tear
Bobs has offered our customer
quality service at no charge to assist with the instances on damage this
merchandise is experiencingI have attached photos that our technician took
while in our customers home today (7.24.2014) for your further reviewThere
are instances of damage being reported for items that are no longer present
(I.Eseat to one of the chairs is missing); the chairs that are experiencing damage
concerns show evident and various signs of staining and wear and tearThe arms
of the sofa’s are cracked against the structure of the item itself causing them
to cave in as depicted in the photos
This merchandise has been receiving
use just shy of two years in the homeBobs has offered our customer a
resolution of service repair which is truly going above and beyond given the
overall condition of this productThe customer refused to allow our technician
to repair this merchandise while we were in the home todayI apologize to our
customer that the merchandise he selected has not lived up to his standard of
value and we are still open to helping resolve these concerns through service
Good Afternoon Revdex.com,
Our customer is currently being helped by one of my corporate colleagues
and should expect a communication from a *** *** providing an
appropriate resolution for these concerns today (5.01.2014)
We are so sorry that this customer has continued to experience
defective product concerns from us and will issue the desired settlement our
customer is requestingWe thank our customer for the opportunity they provided
us to make our failures right and wish that we could have satisfied them better
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because: the company is not even trying to mediate the situation with their "warranty provider" and send a technician to take a look at the tableReally disappointed in the service
Sincerely,
*** ***
Bobs furniture is the worstThe set that I purchased from them the track piece brokeI called customer service to order the part, was told that since they don't sell this particular set more, they don't have the piece for it!!! Mind you this is the second time the track brokeThey also told me go to *** ** *** ***!!
Good Afternoon *** ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I hope you will accept my sincerest apologies for the lack of care
you have been met with while trying to resolve your product concernI can
certainly understand your frustration being told one thing from our technician
and then something different from our customer care teamI assure you that
Bobs Discount Furniture considers our customer as the most important part of
our business and we will make this product failure right by you
The Goof Proof Plan you purchased through us allows for unlimited
parts and service for a five year period or a one time replacement of your
productThe specific manufacturer that makes your product is located overseas
and requires that we contact them directly to check on the availability of parts
for this sofaFrom what I am seeing through the information we are provided by
them, if the part is available it could take up to days to arrive to you
because of their location and the fact that they will ship this part by sea
container onlyI can continue forward with this option and contact the
manufacturer should you still want to seek parts and service as a resolution
under your Goof Proof Plan
If you are seeking a speedier resolution to this concern I can
offer to replace the defective sofa you have now with a factory fresh modelIf
you would like the replacement of a factory fresh model, the terms of your Goof
Proof Plan will have been fulfilled and the plan will no longer exist on this
itemPlease understand that we would paying the cost of delivery, removal, and
the price of the factory fresh model using only the $you put forth for
the five years of protection, hence the reason your plan is fulfilled when the
item is replaced for youYou do have the option to buy the plan again on your replacement
for $and if you choose to do this, the five year time line for protection
under this plan would start new based on the future date your factory fresh
model is delivered to you
Please let me know how you would like to proceed in resolving your
claim *** *** as I am eager to help you move forward I have also listed these options for
resolution within your account so should you prefer you may contact us at
###-###-#### (Mon- Sat, 6:30am-8:00pm) to discuss these options further
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: ***
I am rejecting this response because:
The store says that they have not been given an opportunity to handle the concern directly- this is not trueI have called the store directly before AND after contacting ***Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warrantyThey gave me ***'s phone noand directed me to call *** directlyAdditionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchaseBob's should not be selling these accidental protection plans for five years if they are not able to stick to their word
This was an accident and should be covered by the accidental protection planThe only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damagesPlease resolve this issue by sincerely helping us out and refunding/ replacing our furnitureMany thanks,
Sincerely,
*** Desai
Complaint: ***
I am rejecting this response because:
Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods.
I do not agree with your statement that it was delivered brand new from the manufacturerWhen the mattress was deliveredit was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frameIt was NOT sealed in a plastic bag as was the mattress when it was brought into my home.
Enclosed please see the attached report from the exterminator which cost me $My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply These were Carpet beetles that were infested inside of the wood of the foundationI still have to have the Carpet steamed and wait additional days to have a followup call
This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on I am sure you understand that this was a very huge inconvenience I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon I am sure that if it was you dealing with this issue you would not make payments on a mattress that you DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner
Sincerely,
*** ***
Good Morning Revdex.com,
Our records
indicate that this merchandise was delivered on 09/04/and the customer purchased no additional coverage from us for an
extension to their original one year warranty period (communicated by Bobs via
the original sales invoice)
We absolutely apologize for any
scheduling error on our part that has caused our customer to experience any inconvenience
Please know that at this time any
service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s
direct responsibility to this purchase expired in
We currently have a service appointment arranged
to occur on and will do our very best to aide the customer with the
concerns being experienced very far outside of any warranty coverage period
available thru Bobs
DC:
Complaint: ***
After months of trying to fix my sleeper sofa, Bobs agreed to refund my moneyThey picked up the sofa on June 21st That day they credited my account with the delivery fee of $I was told once they received word the sofa was returned the rest of my money $would be credited to my accountAs of today, the refund has not shown up on the *** *** Bob's Credit CardBob's is saying the credit has been applied, *** *** says they haven't received itI have spent the last few hours talking with supervisors of both companies trying to find out what is going on and no-one is giving me the truth
I would like to have my account credited so *** *** can send me a check for what I paid over the last months for what was a damaged piece of furniture
Sincerely,
*** ***
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
in June and at the time of purchase the customer purchased the option of
*** *** ***
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 reported within thirty days of the 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.
We sent out technician to the home on 10.21.16. He determined that this damage was not the
result of a manufacturing defect. The
technician submitted photos from the visit.
We agree with the technicians findings.
As there are multiple scratches the customer would not be able to place
a claim with ***, as they only cover damage from a single accident. Please refer to the *** *** *** handout
the is attached and was given to the customer at time of purchase.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Day ***,
I apologize that you remain so dissatisfied with the outcome of the original delivery attemptAs indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stopOf course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residenceHad you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home
Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that dayWe advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occurWe never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring themWe most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected
Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usLike any other business, there is no denying that we regretfully make mistakesWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S.
If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales orderSincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Afternoon Revdex.com,
face="Times New Roman">
Please pass on our apologies for the inconvenience our
sales failure caused our customer to experienceWhile we can certainly
acknowledge the frustration this concern has caused our customer the service of
delivery paid for was completed successfullyOur responsibility to our
customer is to make the failure we caused right, thus honoring our original
promise to deliver them the product that they selectedWe made our mistake
right and the correct merchandise shows as delivered on Albeit the
wrong color, the customer was not left without furniture to sit on in the
interim it took for us to correct this selling mistake and had the customer
made us aware of a need for a special delivery accommodation (date or time
frame request) I’m certain that our Customer Care Team/Routing Department would
have worked to honor the request being made made
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that writing an order incorrectly is not part of the daily operations
that have helped us grow to be the 15th 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 amountShould the customer wish not to provide us with
another opportunity to provide a package of 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 outlet locations as our free gift of apology with
use of a gift cardYes, there are plenty of items available for $or less
and the amount in which any business deems fair and adequate to compensate a
customer is the internal discretion of that business
We apologize again for the failure of our sales person and can
upgrade our Bobs Discount Furniture Gift Card offer to $
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the frustration
our customer has endured during the multiple instances outlined of failure in
this complaint
Our records indicate that as of the customer’s
remaining refunds have been accurately and fully processed from our systems
We thank our customer for bringing this concern to our escalated
attention so that we can address the obvious coaching concerns we have and
improve our business overall
Good Afternoon Revdex.com,
I have
spoken with *** by phone today (5.07.2014) and we have reached a
resolution that I believe our customer is satisfied withWe have offered our
customer a reselection credit and I have just completed emailing her all the
details of this credit
Thank you
for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our apologies for the disappointment that our
customer is experiencing after owning this product for such a long period of
timeWe absolutely stand behind the quality and value of our productsWe
remain transparent and honest by always displaying in writing what materials
every one of our living room sets are manufactured fromWe also provide our
customers with the clear parameters of our Goof Proof Protection plan at the
time of saleI have included the sales floor line up sheet of this customer’s
set as well as the sales flyer sheet outlining what the expired Goof Proof Plan
offered coverage for on this product
Per the original sales invoice number we have on file this
customer’s sleeper sofa was sold at a price of $(you will also see this
displayed on the attachment I have included)The Goof Proof Plan that was purchased
was intended for one time accidental damage coverage as outlined and is not
meant to cover the products wear and tear patterns based on its material
makeupThe direct Bobs Discount Furniture warranty expired on this plan in
This product is made of bycast leather and this was
displayed for our customers review at the time of purchaseAs the first name
on this sales invoice differs from that of the customer filing a complaint and
six (6) full years have passed since the purchase date it will be very
difficult to determine who was actually present at the time of sale and what
literally transpired between our sales professional and the present consumer
Based on the fact that this sleeper is made up of bycast
leather its material makeup has lived past its expected lifetimeThere are
many facets of education available to the public regarding bycast leather and
its pros and consWhen making a purchase of this size there is a certain
expectation from any retailer (including that of the automobile industry,
electronics and home appliance industry) for consumer responsibility
Bycast leather is made from a
split hide of leather (a different layer of flesh than the initial top grain of
the animals flesh) that is coated with a layer of polyethyleneThere are many
pros to a bycast product such as its very uniform surface being easy to
maintain (top grain leather is far more sensitive to upkeep as it is more of
the animal’s natural skin that you’re sitting on) and any defects that were in
the leather to begin with are masked during the manufacturing processThe cons
of this product include the reduced breathability of the material makeup and
possible issues with flex over timeThis is why the damage that is being
reported by this consumer is the result of wear and tearThere is no
factory defect present and the consumers set has lived up to its expectations
in all reality, including the value of a $price pointWe do sell top
grain leather products (that are displayed as so) and the price point on those
is considerably higherThe same goes for a top grain leather set that retails
for $2,000-3,at another businessThe expected lifetime of the product
is longer due to its manufacturing processBycast leather products are not
isolated to Bobs Discount Furniture and we do pride ourselves on being able to
offer every level of value available in our industry to our full customer base
Based on the complete review of
all facts within this case this is normally a no recourse situation for any
retailerAs Bobs Discount Furniture is a retailer that cares about our
customers beyond the level of our industry we have listed two options for
resolution that we feel are more than fair below
Option #1:
We will provide our customer with
a 30% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199)The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parametersWe highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they haveIf the consumer is willing to accept the 30% store credit we will
offer to cover the cost of delivery for the new set they select from our
showroom and also cover the cost of removal and disposal for the current
sleeper and matching ottoman
-Or-
Option #2:
We will provide our customer with
a 50% store credit based on the price that was paid for the sleeper sofa ($749)
and the matching ottoman ($199)The store credit can be used within any Bob’s
location towards the purchase of new furnishings (it does not have to be a
living room set) that will better meet this consumer’s life expectancy
parametersWe highly suggest that this consumer does not purchase a set made
up of bycast or bonded leather given their current disappointment with the set
they haveIf the consumer would rather accept the 50% store credit, Bobs
Discount Furniture will not be responsible to remove the current sleeper
and matching ottoman from the customer’s home or cover the cost of delivery for
the new merchandise the customer selects
The consumer can respond directly
to me via this channel if they would like to accept either of these generous
offers for resolutionPlease ensure in doing that the consumer is aware that
they should clearly indicate what option they are selecting so that I
can create the appropriate paperwork and have our retail location follow up
with them as soon as possible
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We appreciate the customer’s effort in trying to proceed with the
*** companyAfter researching their records I have been educated that her
claim was denied and I apologize on their behalf that this customer did not receive
any follow up as promised to explain this denial
As we had previously offered I have processed the refund of $
for this customer’s Goof Proof Protection Plan on the dining room set alone
Regardless of the recent request the customer has made stating “I will like a
refund on my furniture”, we did not offer a refund on the furniture as this
customer is not eligible for this as a resolution at this time
The internal refund credit number on our end is: *** and I would
expect that the customer see this credit posted on their financing account
within one complete billing cycle
Thank you,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of November
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor has advised they are delayed in shipping at this
time. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
While we understand your frustration that
these pieces were not delivered in showroom condition, we are relieved knowing
you do have pieces that are able to be used until we receive the brand new
parts from the vendor
We have ordered two storage drawers for the
bed. In your complaint you note that it
is dresser drawers. Please advise as the
parts that were reported to us as damaged are the under bed storage drawers,
which would not be compatible with the dresser drawers. If it is the dresser drawers we can cancel
the part order for the storage drawers and offer to exchange the dresser due to
the error in the part order
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: we clearly had no bed bug problem until the furniture was deliveredSecondly, we always take precautions regarding bed bugs and bringing vermin into our homeConsidering the advise of the exterminator, it is known that Bob's furniture has a bed bug problemYou accept old mattressesAfter my complaint, as a customer service rep you did not provide any recourse except denial which is exudes the worst type of customer serviceYou could have sent an inspector outThe night we got the furniture my wife was bitten all over her body by bed bugsWe found them hiding in the bed frame in the crevices of the storage bedBy your response, it seems that Bob's furniture cares nothing about its customers or its brand
Sincerely,
*** ***
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jennifer to
rectify the situation and reach a satisfactory outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mebobs say they will replace three of the chairsi will except that but how do I go about getting the chairs replaced who do I have to get in contact with please get back to me as soon as possible Sincerely,
*** ***
Good Afternoon Revdex.com,
As a furniture retailer
Bobs Discount Furniture carries many sets from multiple manufacturers that are
constructed with quality materials and workmanshipWe display the materials
used within our furniture on placards in our showroom to provide our customers
with the most education before their purchaseBobs Discount Furniture offers
every customer a one year factory defect guarantee on new merchandise and we
provide our customers with the option to purchase a protection plan called Goof
Proof
Goof Proof is intended to
offer coverage against accidents that can occur in the home causing damage to
our customer’s productAs with most protection plans, there is an expectation
that the furniture will be kept in an overall good condition prior to an
accident occurring, this plan is not intended to be used for instances of
accumulated damages or wear and tear
Bobs has offered our customer
quality service at no charge to assist with the instances on damage this
merchandise is experiencingI have attached photos that our technician took
while in our customers home today (7.24.2014) for your further reviewThere
are instances of damage being reported for items that are no longer present
(I.Eseat to one of the chairs is missing); the chairs that are experiencing damage
concerns show evident and various signs of staining and wear and tearThe arms
of the sofa’s are cracked against the structure of the item itself causing them
to cave in as depicted in the photos
This merchandise has been receiving
use just shy of two years in the homeBobs has offered our customer a
resolution of service repair which is truly going above and beyond given the
overall condition of this productThe customer refused to allow our technician
to repair this merchandise while we were in the home todayI apologize to our
customer that the merchandise he selected has not lived up to his standard of
value and we are still open to helping resolve these concerns through service
Good Afternoon Revdex.com,
Our customer is currently being helped by one of my corporate colleagues
and should expect a communication from a *** *** providing an
appropriate resolution for these concerns today (5.01.2014)
We are so sorry that this customer has continued to experience
defective product concerns from us and will issue the desired settlement our
customer is requestingWe thank our customer for the opportunity they provided
us to make our failures right and wish that we could have satisfied them better
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because: the company is not even trying to mediate the situation with their "warranty provider" and send a technician to take a look at the tableReally disappointed in the service
Sincerely,
*** ***
Bobs furniture is the worstThe set that I purchased from them the track piece brokeI called customer service to order the part, was told that since they don't sell this particular set more, they don't have the piece for it!!! Mind you this is the second time the track brokeThey also told me go to *** ** *** ***!!
Good Afternoon *** ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I hope you will accept my sincerest apologies for the lack of care
you have been met with while trying to resolve your product concernI can
certainly understand your frustration being told one thing from our technician
and then something different from our customer care teamI assure you that
Bobs Discount Furniture considers our customer as the most important part of
our business and we will make this product failure right by you
The Goof Proof Plan you purchased through us allows for unlimited
parts and service for a five year period or a one time replacement of your
productThe specific manufacturer that makes your product is located overseas
and requires that we contact them directly to check on the availability of parts
for this sofaFrom what I am seeing through the information we are provided by
them, if the part is available it could take up to days to arrive to you
because of their location and the fact that they will ship this part by sea
container onlyI can continue forward with this option and contact the
manufacturer should you still want to seek parts and service as a resolution
under your Goof Proof Plan
If you are seeking a speedier resolution to this concern I can
offer to replace the defective sofa you have now with a factory fresh modelIf
you would like the replacement of a factory fresh model, the terms of your Goof
Proof Plan will have been fulfilled and the plan will no longer exist on this
itemPlease understand that we would paying the cost of delivery, removal, and
the price of the factory fresh model using only the $you put forth for
the five years of protection, hence the reason your plan is fulfilled when the
item is replaced for youYou do have the option to buy the plan again on your replacement
for $and if you choose to do this, the five year time line for protection
under this plan would start new based on the future date your factory fresh
model is delivered to you
Please let me know how you would like to proceed in resolving your
claim *** *** as I am eager to help you move forward I have also listed these options for
resolution within your account so should you prefer you may contact us at
###-###-#### (Mon- Sat, 6:30am-8:00pm) to discuss these options further
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison