Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
pass on my sincerest apologies to ***I understand why she is so
frustrated with us and I don’t blame her at all for feeling this wayI agree
with our customer that she hasn’t been properly provided with the care that she
deserves and I assure her that we do want to make our product failures right by
her
I have
called *** today (6.12.2014) and left a message on the ‘daytime’ phone number
she has provided to you thru this complaintI provided her with my direct
phone number so I can help her set up an even exchange of her merchandise as
she desiresPlease pass on my direct telephone number and email address for
***’s use:
860-319-
***
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care 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 made
in June and at that time the customer purchased the option of *** ***
This protection plan through *** covers the customer
for five years of accidental damages.
Accidents must be called in within thirty days of the incidentThe
customer must be able to provide *** with an account of how the damage
occurred, showing it to be accidental in nature. This customer reported to *** that they
were leaning against the headboard and it cracked. This is not an accident; this is not
something *** would cover. An
example of an accident would be “Monday I was carrying the laundry basket and
tripped over the cat, I fell against the headboard and broke the corner
off”. The plan is similar to car
insurance in that you would not call for replacement of worn tires or wiper
blades. *** covers accidents only
The merchandise came with a one year warranty against
manufacturing defects through Bob’s.
That warranty expired June of 2013.
When we set up the service tech to come out on we explained to
the customer that it was outside of warranty, it was a BEST EFFORT
service. That means we would have our
tech repair any thing he could in the home, but parts were not covered. The
tech attempted to repair while in the home, he did not believe it would be a
permanent fix.
As this merchandise has been in the home for four years we
would not be able to offer to replace the merchandise. The tech did deem the damage to be
non-manufacturing in nature and he did attempt the repair, we have no other
options to offer
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Worst purchasing experience I have ever hadI ordered a chest to be deliveredYou must pay for shipping which is fine because they also build itFirst delivery attempt, they did not go by the shipping addressThey went to the first address and when called they correct address was given and an updated number to call when they are on the wayThey chose to go do other deliveries and come backThey did not call the correct number and showed up and left within minutesWhen I called bobs they said the number was never updated because I gave it to the shipper which is a 3rd party shipping company so it was not their faultAlthough the call we received was from the shipperThey then said they could not attempt another delivery for a week even though it was clearly their faultWe rescheduled the delivery for a week laterWe call to see where the delivery is because we have not received any type of confirmation, and they state they had a computer error and in which they lost delivery schedules and they did not get around to calling us and letting us know to rescheduleWe canceled and they did not even care to try to keep the business or to attempt to correct the situationI will not buy from this company ever againCustomer service is not first thing on their mind
Good
Morning Revdex.com,
We are very sorry for the issues
with the merchandise that this customer has had to deal with. It is always more difficult when it is for a
child’s room. We would not be able to offer
a refund for this merchandise. Any
merchandise, once delivered is no longer eligible for a refund. The pieces that were recently exchanged were
done so as a courtesy. When we sent the
tech to the home the beginning of February, he did not find any manufacturing
defects. He did correct the issues that were
presented with the bed. The customer was
not happy with the repair, so the pieces were replaced.
There have been no issues with the
bed called in since the pieces were replaced.
If there are any further issues with the bunk bed we will address those
issues. The warranty that was purchased
clearly states that parts and service are offered when any manufacturing
defects are reported. Please see
attached a copy of the customer’s sales order which states on page the
service policy and the refund policy, also attached a copy of the *** ***
warranty handout sheet
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
I had issues with all my deliveries from Bob furnitureThe first delivery had cracks in the foot panel of the bed and crack in the dining tableI had to wait for more than a week to replacementThis time the foot panel mirror had paint over itInstead of replacing I kept it since I also purchased the goof proof plan to have it clean laterAnother of my delivery for dining chairs had one chair with a crack in the legI returned it and got another delivery after a week and the same chair was deliveredIt is not one more week for me to wait for another deliveryIts christmas time and I have guest coming over all day this week and now I have to purchase another set of chairs from marketI talk to customer care and they can not deliver it this week and ready to compensate but after the delivery is done since they believe there could be further inconvenience for me i.efurther delivery may also have problemThis is ridiculous and the reason told to me is that it is a very big company and there are some many people and people make mistakesThis is not fair and I feel very dissatisfied with my purchase/business with BOB furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product caused our
customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution for the concerns we caused
As of the customer entered into
several agreements with us which have brought resolution to their concerns
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This complaint is
based off of already filed/closed complaint# ***Please log within this
original complaint number if at all possible
As stated in my previous responses to our customer, we
worked well beyond any procedures we normally have in place to try and make
this original concern rightWith this being said we truly entered uncharted territory
to please our customer and I apologize that in our quest to deliver and
retrieve we have caused our customer more inconvenience
I most certainly apologize for any confusion on our part
that has angered our customer and at this point I truly wish to help our
customer move forward and get the furniture she initially wanted
This customer’s special order merchandise has been loaded to
a delivery truck for tomorrow (10.14.2014) with an estimated time slot for
arrival of: 8:26am-11:26am
I am unaware of the merchandise being scheduled for
as our system is indicating we will retrieve the current product and
deliver the new product tomorrow
While the mediating assistance of the Revdex.com is greatly
appreciated it is always better for our customer to communicate directly with
us when a pending delivery or pick up is involved so that we can keep the
customer up to date in regards to shipping/delivery times
If *** can be available tomorrow (10.14.2014) for delivery
then we can certainly make the exchange for her tomorrow morningIf *** cannot be available for delivery tomorrow we do ask that she follow up with us
directly to make changes to this accountI can be directly reached by email at
*** should immediate changes need to be made to the pending delivery date we have
on file
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize that the customer was unhappy
with the service that they received. We
have offered compensation and that compensation was accepted as final
compensation. If the customer wishes to
pursue this further they would need to pursue this through legal channels.
Any internal actions taken within the
company are confidential, we would not share the details of any disciplinary action
with a customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We do see that the table that needs to be
exchanged is available and a follow up call requested by this customer was
placed on 2/3/16. During that call the
Lead tried to schedule the exchange of the table and the customer refused to
schedule
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWhile it is far beyond our policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away back to Wells FargoAs indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apologyAs the issues occurred with the
delivery we refunded the delivery fee charged
We currently have an even exchange pending for the *** table to resolve
the remaining cosmetic concern with this merchandise. The customer needs only to call customer care
at ###-###-#### to schedule
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their 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 outcomeJennifer has offered the customer a
reselection credit
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
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Purchased a piece bedroom set from Bob's When it was delivered the first time, the dresser was chipped in the front and the delivery guy handed me a marker to cover it! and the mirror frame was cracked down the side I called the salesperson who sold me the set and told me to tell the delivery men to call customer service and do a fair exchange; was told to keep the dresser so I would have something to put my things in (living out of plastic containers) and they took the mirror Problem; the delivery men did not speak English or understand what was being said to well They took a picture and started leaving; I asked how long it would take for the second delivery of the dresser and mirror and he said a few days; a few days later I called to find out when the delivery was coming and they said they had no record of the damage; it was reported as deliveredThey never called customer care and the customer care said they were responsible for that reporting I spent minutes with customer care because their computer was slow; finally I was told this Friday and they would request different delivery menFriday came and I am excited and......yep you guest it...the mirror was cracked once again and scratched and the mirror had dropped from the backing in the frame; it was not attached! The delivery man (spoke a little better English then the first) asked to use my phone to call customer care because there was no reason for them to stick around He downloaded the picture of the mirror and customer care apologized and set up another delivery for a week later....They call and give you a four hour delivery range and I have had to schedule different times, hours of time off at work to be here; the third day is this FridayIt is easy and pleasant buying the furniture but after that it is not pleasant at alland they have the nerve to charge delivery charge? I think it should be deducted due to a third inconvenience coming up!! Do yourself a favor and skip Bob's and go to Value City Furniture....I have had furniture for years from there and it is still in good shape and had no problem with delivery....I thought I would try Bob's but it will never happen again!!! When I tell friends and family of my experience they cannot believe it and say they will not be buying from there for sure!!
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 September
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
I would like to offer you compensation as a
token of our apology. I understand that
this is not the recourse you are looking for; it is the only option that we do
have to offer. Please accept as a
demonstration of our regret that you are left waiting for the part an ECard in
the amount of $75. If you accept this
offer, please do so through the Revdex.com and I will create the paperwork and have
the ECard sent to the email address on this complaint
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
If given the opportunity I would rate them a negative -Purchased a box spring bed frame and kitchen set for our new apartmentThe delivery service or lack there of was horrific at bestFurniture was scheduled to be delivered on 10/1/no furniture called customer care they said they couldn't contact us they had transposed the numberThey said they would make sure it was delivered 10/2/no delivery stillCalled again they said they don't know where the furniture is but could redeliver on 10/9/over a week and a half since the order was purchasedI asked to speak to a customer care supervisor and they told me they would tell me the same thingI insisted they still told me noI said I was going to the store to complain and they said go ahead there is nothing they can do for youI went to the store in Stoughton where I bought the furniture and the Manager said there was nothing they can doSo I told him there was something I can do and that was to cancel my order and give them a bad reviewHe didn't seem to care he said he couldn't help me and we would be happy to cancel my purchaseTHE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!!!!!!
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in
February 2012. At the time the sale was
created the customer was offered the options of purchasing Goof Proof. This would have covered the purchase for
accidental damages for years. This
customer did not accept this option. The
Bobroom set delivered in March came with a one year warranty against
manufacturing defects. That year warranty
expired in
The customer reported to us she has
moved. The damages reported are chips on
the merchandise and a crack in the bed.
This damage is consistent with moving damage. The crack in the bed is unrepairable so a
courtesy service would not solve the customer’s issue. As this merchandise is far outside of the one
year warranty and the customer chose not to purchase the Goof Proof accidental
plan we have no other options to offer beyond the billable service she was
previously offered.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer
The depot has reported to me that the check for the
agreed to amount was mailed out on Monday 8.29.16. It should be in the customer’s possession either
Friday or Saturday’s mail
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I do hope you will accept my sincerest apologies for the
aggravation that you seem to be experiencing while seeking to resolve the
product concerns you have with your bedI am also very sorry for any confusion
that may have been set forth by our sales associate during your purchase period
regarding the Goof Proof Plus Protection plan you purchased for your product
The Goof Proof Plus Protection plan is active nation wide under the terms set
forth and managed by the *** companyThe *** portion of this plan is
designed to cover damages that result from a one time, in home, accidental occurrence
Purchasing this plan also extends your factory guarantee through Bobs from a
period of one year to five yearsAs stated on the back of the sales invoice
signed during your purchase, events of factory defect concern are to be
inspected by our service technician prior to a resolution being offered and customer
cause damage are excluded from coverage under the Bobs Warranty PeriodYou
have moved outside of the area we (Bobs) currently service toWhile I do
understand your indication that a crack in the headboard and bowed slats must
be a factory defect I hope that you will acknowledge our position as a business
because for several reasons we are unable to fully determine when/how the
present damages actually occurred to this product
-You have indicated that you moved this furniture from ** to **It is reasonable to contemplate that the crack and other damages you are
reporting occurred during the transit of this merchandiseAs Bobs Discount
Furniture was not responsible for the handling of this product during this move
we regretfully could not take responsibility for a damage that occurred beyond
our control
- Our records reflect that when your merchandise was delivered
on to your ** address all merchandise was accepted and accounted for
in its current conditionIn the event you chose not to open the boxes and
fully inspect the merchandise prior to accepting possession of it the retailer
you purchased said merchandise from is not liable for that decisionThe
trifold that you received at the time of sale indicates that we expect our
customer to report any initial concerns from delivery within three days of
their delivery date
I apologize to you again *** for the inconvenience these
concerns are causing you and I genuinely wish to help you resolve them in a
manner that balances the needs of our business with the desires of our customer
I have outlined below a fair option for resolution, please review this option
for resolution and respond to me via this Revdex.com channel should you wish to accept
this recourse
Option for Resolution:
We will refund you 50% of the cost you paid for the bed itself
(Headboard/Footboard/Rails)Your original sales invoice indicates that you
paid a total of $for this bed; a 50% refund would be processed to you in
the amount of $
Should you still seek a cancelation and monetary refund of
the Goof Proof Plus Protection plan, I will process that transaction for youI
must advise against this because it really does not bring you any value besides
a monetary credit of $but I do understand your frustrations and recognize
that this refund could bring you a considerable amount of satisfaction
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
I recently bought a furniture set from Bobs DiscountI am a repeat customer for the past several years and have had the worst experience with them to date The furniture delivery service (which I Paid $for) damaged my deliveryThey scheduled an even exchange however, the second batch of delivery people came to realize that we live in a walk up Instead of bringing the replacement upstairs for us, they lied and told us it was the wrong color furniture even though company records indicated that the correct color was sent out in their truckWhen we asked to see the furniture, we were told no and they simply took off Bobs has not taken any corrective measures to issue a replacement in a timely manner To make matters worse, instead of giving us a priority delivery based on our schedule, they told us we would have to continue to wait as this is no longer a new piece, rather a replacementI wrote in the beginning that I have been a long time customer of bobs, however, I am now reconsidering and would urge any prospective purchaser to take caution before making a purchase from this company from this experience I have learned that I am not valued nor considered for my patronage
Dear Revdex.com,
We are very sorry for the failed delivery and the unacceptable delay in
the
refund. The Accounting department did
cut the check today, 10/3/and the check will be mailed from our Connecticut
office today. While I am sure that this
customer is not willing to allow us another chance right away to show this is
not typical, I hope in the future that will give us that opportunity. I have submitted the paperwork to have a $
*** sent to the customer at the email address associated with this
complaint. This normally takes 3-
business days. If the customer does not
see it in that time period, please check spam folder
Our hope is that they will be able to find a carry out
item in the store that will help them to again view Bob’s in a positive
light. We have many items not requiring
delivery to offer in this price range.
Lamps, rugs, wall hangings and statues are all available
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We will honor the customer’s request for a refund of the delivery
fee ($229.99) as a final form of our apology This has no bearing or effect on the property
claim; this is strictly an accommodation for our delivery teams performance and
having to have a second delivery due to damages and our failure to follow up
I have created the refund to post back to the *** ***
account. For security reasons I have not
attached a copy, but will email it directly to the customer at the email address
on this complaint
I also had the depot reach out to the customer today to try to
rectify the home damage claim
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
pass on my sincerest apologies to ***I understand why she is so
frustrated with us and I don’t blame her at all for feeling this wayI agree
with our customer that she hasn’t been properly provided with the care that she
deserves and I assure her that we do want to make our product failures right by
her
I have
called *** today (6.12.2014) and left a message on the ‘daytime’ phone number
she has provided to you thru this complaintI provided her with my direct
phone number so I can help her set up an even exchange of her merchandise as
she desiresPlease pass on my direct telephone number and email address for
***’s use:
860-319-
***
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care 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 made
in June and at that time the customer purchased the option of *** ***
This protection plan through *** covers the customer
for five years of accidental damages.
Accidents must be called in within thirty days of the incidentThe
customer must be able to provide *** with an account of how the damage
occurred, showing it to be accidental in nature. This customer reported to *** that they
were leaning against the headboard and it cracked. This is not an accident; this is not
something *** would cover. An
example of an accident would be “Monday I was carrying the laundry basket and
tripped over the cat, I fell against the headboard and broke the corner
off”. The plan is similar to car
insurance in that you would not call for replacement of worn tires or wiper
blades. *** covers accidents only
The merchandise came with a one year warranty against
manufacturing defects through Bob’s.
That warranty expired June of 2013.
When we set up the service tech to come out on we explained to
the customer that it was outside of warranty, it was a BEST EFFORT
service. That means we would have our
tech repair any thing he could in the home, but parts were not covered. The
tech attempted to repair while in the home, he did not believe it would be a
permanent fix.
As this merchandise has been in the home for four years we
would not be able to offer to replace the merchandise. The tech did deem the damage to be
non-manufacturing in nature and he did attempt the repair, we have no other
options to offer
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Worst purchasing experience I have ever hadI ordered a chest to be deliveredYou must pay for shipping which is fine because they also build itFirst delivery attempt, they did not go by the shipping addressThey went to the first address and when called they correct address was given and an updated number to call when they are on the wayThey chose to go do other deliveries and come backThey did not call the correct number and showed up and left within minutesWhen I called bobs they said the number was never updated because I gave it to the shipper which is a 3rd party shipping company so it was not their faultAlthough the call we received was from the shipperThey then said they could not attempt another delivery for a week even though it was clearly their faultWe rescheduled the delivery for a week laterWe call to see where the delivery is because we have not received any type of confirmation, and they state they had a computer error and in which they lost delivery schedules and they did not get around to calling us and letting us know to rescheduleWe canceled and they did not even care to try to keep the business or to attempt to correct the situationI will not buy from this company ever againCustomer service is not first thing on their mind
Good
Morning Revdex.com,
We are very sorry for the issues
with the merchandise that this customer has had to deal with. It is always more difficult when it is for a
child’s room. We would not be able to offer
a refund for this merchandise. Any
merchandise, once delivered is no longer eligible for a refund. The pieces that were recently exchanged were
done so as a courtesy. When we sent the
tech to the home the beginning of February, he did not find any manufacturing
defects. He did correct the issues that were
presented with the bed. The customer was
not happy with the repair, so the pieces were replaced.
There have been no issues with the
bed called in since the pieces were replaced.
If there are any further issues with the bunk bed we will address those
issues. The warranty that was purchased
clearly states that parts and service are offered when any manufacturing
defects are reported. Please see
attached a copy of the customer’s sales order which states on page the
service policy and the refund policy, also attached a copy of the *** ***
warranty handout sheet
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
I had issues with all my deliveries from Bob furnitureThe first delivery had cracks in the foot panel of the bed and crack in the dining tableI had to wait for more than a week to replacementThis time the foot panel mirror had paint over itInstead of replacing I kept it since I also purchased the goof proof plan to have it clean laterAnother of my delivery for dining chairs had one chair with a crack in the legI returned it and got another delivery after a week and the same chair was deliveredIt is not one more week for me to wait for another deliveryIts christmas time and I have guest coming over all day this week and now I have to purchase another set of chairs from marketI talk to customer care and they can not deliver it this week and ready to compensate but after the delivery is done since they believe there could be further inconvenience for me i.efurther delivery may also have problemThis is ridiculous and the reason told to me is that it is a very big company and there are some many people and people make mistakesThis is not fair and I feel very dissatisfied with my purchase/business with BOB furniture
Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product caused our
customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution for the concerns we caused
As of the customer entered into
several agreements with us which have brought resolution to their concerns
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This complaint is
based off of already filed/closed complaint# ***Please log within this
original complaint number if at all possible
As stated in my previous responses to our customer, we
worked well beyond any procedures we normally have in place to try and make
this original concern rightWith this being said we truly entered uncharted territory
to please our customer and I apologize that in our quest to deliver and
retrieve we have caused our customer more inconvenience
I most certainly apologize for any confusion on our part
that has angered our customer and at this point I truly wish to help our
customer move forward and get the furniture she initially wanted
This customer’s special order merchandise has been loaded to
a delivery truck for tomorrow (10.14.2014) with an estimated time slot for
arrival of: 8:26am-11:26am
I am unaware of the merchandise being scheduled for
as our system is indicating we will retrieve the current product and
deliver the new product tomorrow
While the mediating assistance of the Revdex.com is greatly
appreciated it is always better for our customer to communicate directly with
us when a pending delivery or pick up is involved so that we can keep the
customer up to date in regards to shipping/delivery times
If *** can be available tomorrow (10.14.2014) for delivery
then we can certainly make the exchange for her tomorrow morningIf *** cannot be available for delivery tomorrow we do ask that she follow up with us
directly to make changes to this accountI can be directly reached by email at
*** should immediate changes need to be made to the pending delivery date we have
on file
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize that the customer was unhappy
with the service that they received. We
have offered compensation and that compensation was accepted as final
compensation. If the customer wishes to
pursue this further they would need to pursue this through legal channels.
Any internal actions taken within the
company are confidential, we would not share the details of any disciplinary action
with a customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We do see that the table that needs to be
exchanged is available and a follow up call requested by this customer was
placed on 2/3/16. During that call the
Lead tried to schedule the exchange of the table and the customer refused to
schedule
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWhile it is far beyond our policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away back to Wells FargoAs indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apologyAs the issues occurred with the
delivery we refunded the delivery fee charged
We currently have an even exchange pending for the *** table to resolve
the remaining cosmetic concern with this merchandise. The customer needs only to call customer care
at ###-###-#### to schedule
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their 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 outcomeJennifer has offered the customer a
reselection credit
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
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Purchased a piece bedroom set from Bob's When it was delivered the first time, the dresser was chipped in the front and the delivery guy handed me a marker to cover it! and the mirror frame was cracked down the side I called the salesperson who sold me the set and told me to tell the delivery men to call customer service and do a fair exchange; was told to keep the dresser so I would have something to put my things in (living out of plastic containers) and they took the mirror Problem; the delivery men did not speak English or understand what was being said to well They took a picture and started leaving; I asked how long it would take for the second delivery of the dresser and mirror and he said a few days; a few days later I called to find out when the delivery was coming and they said they had no record of the damage; it was reported as deliveredThey never called customer care and the customer care said they were responsible for that reporting I spent minutes with customer care because their computer was slow; finally I was told this Friday and they would request different delivery menFriday came and I am excited and......yep you guest it...the mirror was cracked once again and scratched and the mirror had dropped from the backing in the frame; it was not attached! The delivery man (spoke a little better English then the first) asked to use my phone to call customer care because there was no reason for them to stick around He downloaded the picture of the mirror and customer care apologized and set up another delivery for a week later....They call and give you a four hour delivery range and I have had to schedule different times, hours of time off at work to be here; the third day is this FridayIt is easy and pleasant buying the furniture but after that it is not pleasant at alland they have the nerve to charge delivery charge? I think it should be deducted due to a third inconvenience coming up!! Do yourself a favor and skip Bob's and go to Value City Furniture....I have had furniture for years from there and it is still in good shape and had no problem with delivery....I thought I would try Bob's but it will never happen again!!! When I tell friends and family of my experience they cannot believe it and say they will not be buying from there for sure!!
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 September
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
I would like to offer you compensation as a
token of our apology. I understand that
this is not the recourse you are looking for; it is the only option that we do
have to offer. Please accept as a
demonstration of our regret that you are left waiting for the part an ECard in
the amount of $75. If you accept this
offer, please do so through the Revdex.com and I will create the paperwork and have
the ECard sent to the email address on this complaint
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
If given the opportunity I would rate them a negative -Purchased a box spring bed frame and kitchen set for our new apartmentThe delivery service or lack there of was horrific at bestFurniture was scheduled to be delivered on 10/1/no furniture called customer care they said they couldn't contact us they had transposed the numberThey said they would make sure it was delivered 10/2/no delivery stillCalled again they said they don't know where the furniture is but could redeliver on 10/9/over a week and a half since the order was purchasedI asked to speak to a customer care supervisor and they told me they would tell me the same thingI insisted they still told me noI said I was going to the store to complain and they said go ahead there is nothing they can do for youI went to the store in Stoughton where I bought the furniture and the Manager said there was nothing they can doSo I told him there was something I can do and that was to cancel my order and give them a bad reviewHe didn't seem to care he said he couldn't help me and we would be happy to cancel my purchaseTHE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!!!!!!
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in
February 2012. At the time the sale was
created the customer was offered the options of purchasing Goof Proof. This would have covered the purchase for
accidental damages for years. This
customer did not accept this option. The
Bobroom set delivered in March came with a one year warranty against
manufacturing defects. That year warranty
expired in
The customer reported to us she has
moved. The damages reported are chips on
the merchandise and a crack in the bed.
This damage is consistent with moving damage. The crack in the bed is unrepairable so a
courtesy service would not solve the customer’s issue. As this merchandise is far outside of the one
year warranty and the customer chose not to purchase the Goof Proof accidental
plan we have no other options to offer beyond the billable service she was
previously offered.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer
The depot has reported to me that the check for the
agreed to amount was mailed out on Monday 8.29.16. It should be in the customer’s possession either
Friday or Saturday’s mail
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I do hope you will accept my sincerest apologies for the
aggravation that you seem to be experiencing while seeking to resolve the
product concerns you have with your bedI am also very sorry for any confusion
that may have been set forth by our sales associate during your purchase period
regarding the Goof Proof Plus Protection plan you purchased for your product
The Goof Proof Plus Protection plan is active nation wide under the terms set
forth and managed by the *** companyThe *** portion of this plan is
designed to cover damages that result from a one time, in home, accidental occurrence
Purchasing this plan also extends your factory guarantee through Bobs from a
period of one year to five yearsAs stated on the back of the sales invoice
signed during your purchase, events of factory defect concern are to be
inspected by our service technician prior to a resolution being offered and customer
cause damage are excluded from coverage under the Bobs Warranty PeriodYou
have moved outside of the area we (Bobs) currently service toWhile I do
understand your indication that a crack in the headboard and bowed slats must
be a factory defect I hope that you will acknowledge our position as a business
because for several reasons we are unable to fully determine when/how the
present damages actually occurred to this product
-You have indicated that you moved this furniture from ** to **It is reasonable to contemplate that the crack and other damages you are
reporting occurred during the transit of this merchandiseAs Bobs Discount
Furniture was not responsible for the handling of this product during this move
we regretfully could not take responsibility for a damage that occurred beyond
our control
- Our records reflect that when your merchandise was delivered
on to your ** address all merchandise was accepted and accounted for
in its current conditionIn the event you chose not to open the boxes and
fully inspect the merchandise prior to accepting possession of it the retailer
you purchased said merchandise from is not liable for that decisionThe
trifold that you received at the time of sale indicates that we expect our
customer to report any initial concerns from delivery within three days of
their delivery date
I apologize to you again *** for the inconvenience these
concerns are causing you and I genuinely wish to help you resolve them in a
manner that balances the needs of our business with the desires of our customer
I have outlined below a fair option for resolution, please review this option
for resolution and respond to me via this Revdex.com channel should you wish to accept
this recourse
Option for Resolution:
We will refund you 50% of the cost you paid for the bed itself
(Headboard/Footboard/Rails)Your original sales invoice indicates that you
paid a total of $for this bed; a 50% refund would be processed to you in
the amount of $
Should you still seek a cancelation and monetary refund of
the Goof Proof Plus Protection plan, I will process that transaction for youI
must advise against this because it really does not bring you any value besides
a monetary credit of $but I do understand your frustrations and recognize
that this refund could bring you a considerable amount of satisfaction
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
I recently bought a furniture set from Bobs DiscountI am a repeat customer for the past several years and have had the worst experience with them to date The furniture delivery service (which I Paid $for) damaged my deliveryThey scheduled an even exchange however, the second batch of delivery people came to realize that we live in a walk up Instead of bringing the replacement upstairs for us, they lied and told us it was the wrong color furniture even though company records indicated that the correct color was sent out in their truckWhen we asked to see the furniture, we were told no and they simply took off Bobs has not taken any corrective measures to issue a replacement in a timely manner To make matters worse, instead of giving us a priority delivery based on our schedule, they told us we would have to continue to wait as this is no longer a new piece, rather a replacementI wrote in the beginning that I have been a long time customer of bobs, however, I am now reconsidering and would urge any prospective purchaser to take caution before making a purchase from this company from this experience I have learned that I am not valued nor considered for my patronage
Dear Revdex.com,
We are very sorry for the failed delivery and the unacceptable delay in
the
refund. The Accounting department did
cut the check today, 10/3/and the check will be mailed from our Connecticut
office today. While I am sure that this
customer is not willing to allow us another chance right away to show this is
not typical, I hope in the future that will give us that opportunity. I have submitted the paperwork to have a $
*** sent to the customer at the email address associated with this
complaint. This normally takes 3-
business days. If the customer does not
see it in that time period, please check spam folder
Our hope is that they will be able to find a carry out
item in the store that will help them to again view Bob’s in a positive
light. We have many items not requiring
delivery to offer in this price range.
Lamps, rugs, wall hangings and statues are all available
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We will honor the customer’s request for a refund of the delivery
fee ($229.99) as a final form of our apology This has no bearing or effect on the property
claim; this is strictly an accommodation for our delivery teams performance and
having to have a second delivery due to damages and our failure to follow up
I have created the refund to post back to the *** ***
account. For security reasons I have not
attached a copy, but will email it directly to the customer at the email address
on this complaint
I also had the depot reach out to the customer today to try to
rectify the home damage claim
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison