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,
*** ***
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
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 *** ** *** ***!!
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,
*** ***
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
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 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
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,
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,
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 Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been resolved
We further apologize for what the customer cites to have occurred during their visit with our storeAs our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presentedSee policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales orderBob’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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $Bobs Discount Furniture Gift card from our company as a further form of apology
While 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 policiesInstead of the $Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $should they seek only a monetary amount as our form of apology for this concernWe apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept
Kindest Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
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
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
Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint.
Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it.
To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices.
Lastly,
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
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon *** ***,Thank you for considering Bob's Discount Furniture for your home furnishing needsWhile we would have loved for you to complete your purchase with us and showcase our furniture in your home, we understand that you have chosen to select a different retailer
I apologize for the delay in processing and receiving your refund check Comments on your account (3/30/15) indicate that you were in the process of moving and the original refund check that we processed on April 1, may have gone to that addressWe have since stopped payment and issued a new check. As a Consumer myself, I understand the need and expectation to receive any money owed to in a timely mannerI have shared your complaint with the Supervisor of our Corporate Accounting department and while we are unable to refund $in cash; We will overnight a check to the *** ** store and you will be able to pick it up tomorrow (Friday), April 24, 2015.Your patience is appreciated and we sincerely apologize for the delay and inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I did call Bob's Furniture and did speak with someone. I think I misunderstood the rep. If the two tables are available now I would like to schedule a time to have them delivered.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***
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,
*** ***
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
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 *** ** *** ***!!
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,
*** ***
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
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 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 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,
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,
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 Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concern has been resolved
We further apologize for what the customer cites to have occurred during their visit with our storeAs our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presentedSee policy below:
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales orderBob’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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good condition as of At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion
Normally we offer any additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $Bobs Discount Furniture Gift card from our company as a further form of apology
While 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 policiesInstead of the $Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $should they seek only a monetary amount as our form of apology for this concernWe apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept
Kindest Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
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
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
Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint.
Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it.
To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices.
Lastly,
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
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon *** ***,Thank you for considering Bob's Discount Furniture for your home furnishing needsWhile we would have loved for you to complete your purchase with us and showcase our furniture in your home, we understand that you have chosen to select a different retailer
I apologize for the delay in processing and receiving your refund check Comments on your account (3/30/15) indicate that you were in the process of moving and the original refund check that we processed on April 1, may have gone to that addressWe have since stopped payment and issued a new check. As a Consumer myself, I understand the need and expectation to receive any money owed to in a timely mannerI have shared your complaint with the Supervisor of our Corporate Accounting department and while we are unable to refund $in cash; We will overnight a check to the *** ** store and you will be able to pick it up tomorrow (Friday), April 24, 2015.Your patience is appreciated and we sincerely apologize for the delay and inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I did call Bob's Furniture and did speak with someone. I think I misunderstood the rep. If the two tables are available now I would like to schedule a time to have them delivered.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
There have already been issues with the partial order that was delivered on 10/25/
The bed was not assembled correctly causing me to fall into the frame of the bed in the middle of the night!!!!
And now I am getting conflicting voicemail about when the remainder of the order will be deliveredThe store contacted me 10/and told me the sofa that was supposed to be delivered on 11/was not being delivered until 11/but today I get an automated message wanting me to confirm delivery on 11/1??!!
Can one hand communicate with the other?
I'll wait and see how they handle this before I close it out.
Sincerely,
*** ***