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
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 Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection planAs I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming themThe sales flyer is commonly placed inside this trifold along with the customer’s sales invoiceAgain as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlinesThe Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price pointThe simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond use)The sleeper mechanism on this merchandise is currently covered through *** for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurringThat determination takes only moments to verify via phoneLike many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike
Should the customer feel her claim is not being properly addressed by the *** company we would suggest that the customer contact this company directly to make them aware of her remaining concerns
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Morning
Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted *** *** may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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
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
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to contact *** this morning (7.21.2014) via
the phone number she provided in this complaintI have reviewed *** account and made an adjustment to the original offer she was granted for
resolutionI am very sorry for the difficulty that *** has experienced with
her product and Bobs Discount Furniture truly wishes to help *** resolve her
concern by providing a fair option for resolutionI left *** a message with
my direct phone number so she has the option to contact me back directly or
respond through the channel you have provided us
We can offer an extreme courtesy to *** by purchasing
of seat cores she needs*** would be responsible to cover the cost of
seat core should she wish to accept this offerThe cost of seat core will
result in a monetary cost to *** of $plus tax; I do feel this is a
fair option for resolution based on a review of all facts associated with
***’s case
Bobs Discount Furniture thanks the Revdex.com for their mediation assistance
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
"background: white; line-height: 15pt;">Please pass on our deepest apologies for
any disappointment this customer is experiencing with the ‘***’ Plan or
the merchandise listed here
Regretfully I am unable
to locate any account information that matches this consumer’s complaint within
our internal records
I have looked under both names,
phone number, and address provided here and come up with no matching records
for any of those three key indicatorsI was able to locate an ‘***’ associated with the address provided but this person has no sales for
leather merchandise and that particular account lists sales and resolutions
from the year only
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 order number is not
available please have the consumer list the purchaser’s name that should be
listed on this account and/or the delivery address associated with this
merchandise originallyWarranties and resolutions are honored
from the *** company and Bobs Discount Furniture to the original purchaser
only
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,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer has worked closely with Rachel to rectify
the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to
be refunded to the Wells Fargo bill.
This is the maximum we are able to offer, and this offer was accepted by
the customer
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,
class="MsoNormal" "margin: 0in 0in 0pt;">
I am very
sorry to learn that our customer was met with any inconvenience while trying to
report her claim to ***Can you please ask the customer to verify with us
exactly what the accident is, and how this accident occurred to her son’s
bedroom set? Our records reflect that our customer has had possession of this
set since June of which would mean she is outside of her Bobs GuaranteeWhile
I do understand our customer’s frustrations, a refund of her complete bedroom
set is not a resolution we can offer our customer at this time
Bobs
Discount Furniture truly does care about our customers and we seek to resolve
our customer’s concerns efficiently and effectivelyAs *** (the goof
proof plan) is a third party company that is separate from Bobs we are not
always able to overturn their decisionsIf our customer can provide me with an
account of how the accident actually occurred I can act as a liaison on her
behalf and see what, if any, resolution can be offered based on the terms and
conditions of her protection plan
I await
our customer’s response as I am eager to investigate her concern further with
the *** company and see how Bobs Discount Furniture may be able to help
resolve this complaint
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I’ve just spoken with our customer by telephone and
provided her with my direct email address so that I can review her photos and subsequently
discuss what options for resolution we
may have available for her concern
Thank You,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
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 ***,
"">
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
reclinerI further apologize that the part we ordered for you is taking so
long to ship to you; I assure you that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional laborShould you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concernWe
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($
X 80% = $399.20)Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99)
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you
In
Review our offer includes:
Full Store
Credit for the Sofa =$(Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$
Partial
Store Credit for the Protection Plan =$
Removal
of Old and Delivery of New Merchandise at zero cost to you
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit
Kind
Regards,
*** **
Bobs Discount
Furniture
*** *** *** ***
I would never buy anything else from bob's furniturethe delivery service is HORRIBLE!!! My delivery was scheduled from 12:00-4:no one called to notify me they were running lateThe delivery team did not show up to my house until 10:pmOnce the delivery team arrived one of the workers were really unprofessionalWalking around my house using profanityThey didn't have all my hardware to put my dresser on my mirror and brought the wrong bedNow customer service is telling me I have to wait 3-days to receive my hardware in the mail and never addressed the situation about the wrong bedall they could do is credit me half of my delivery chargeThen every time something is wrong they direct you to a number who is not helpful at allI am really UNPLEASED with this companyI would not recommend it to anyone
Good Morning Revdex.com,
Please pass on our apologies to Renee for the inconvenience
the delivery team’s negligence has caused and may continue to causeWe assure Renee
that the property claim has been correctly filed with the third party trucking
company responsible for this damage and we will ensure the obvious coaching
concerns presented are addressed accordingly
As Renee’s property claim is being handled by the trucking company
that caused the damages, Renee can expect follow up from that third party and
not Bobs Discount Furniture directlyOur records illuminate that the customer
submitted documentation for this claim to the trucking company directly and has
advised us that they are not receiving the appropriate follow up on the claim
from this submissionEach time we have spoken to this customer we have
proactively tried to get them in contact with the company responsible for their
claim
I have sent an additional escalated message on Renee’s behalf to a
contact at a higher level of the trucking company involved in this claim and
asked that they contact Renee as soon as possible
Should Renee not receive follow up from this trucking company
directly with business days (from today 12.01.2015) they can call our
Customer Care Offices (###-###-####) and ask that we escalate this claim
within our Property Claims Department again as needed.I
have also provided the most updated email address I have for this trucking company contact as
Bobs Discount Furniture is not permitted to address or handle claims that
originate from a third party company
For Renee’s
records the contact for resolution on this claim should be directed to Tom @ ***
Kind Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
"line-height: 15pt; background: white;">I can certainly appreciate your
request to have your responses from our company written to you given the level
of failures you have had to endure from us during the purchase of your new
living room furnitureI apologize that your order did not arrive to us with
the full stock we expected and I further apologize that you haven’t been
receiving the follow up calls you allege you were promised from usHonesty is
one of our core values at Bobs Discount Furniture and we have been providing you
with the most updated information we are receiving in regards to the status on
your orderI assure you that a review of your account indicates that our
retail location has been working at full capacity to get answers as to why we
haven’t been properly receiving your special ordered merchandiseI can respond
to you via this channel and all of our communications will be logged in one
location so you may easily review the documentations
I have reached
out to our Merchandising Department today (6.17.2014) and verified that we had
to actually re order the left side facing chaise from the manufacturer
directly. I am extremely sorry that this
is the case because I understand how much of a negative impact this has on you
I know that this further inconveniences you because the piece will have built
from the ground up especially for you by the overseas vendor. After it’s built in the special order fabric
you selected it will be placed on a shipping container before it will actually
arrives to our distribution center to be scheduled out for delivery to youWe
are currently being provided with an estimated arrival date of late October
for the new chaise
As you asked, I went above and beyond our operating
procedures working with our Merchandising department and I have been informed
that we were able to locate one of these ‘Special Order Left Side Facing
Chaises’ in our warehouseWe can allocate this inventory to your sales order
and deliver you the item we found in our warehouse if you’d like and I see no
issue with scheduling this merchandise out to you by As I am unable
to visit your home look at your items and then look at the item we have in our
warehouse the only concern I have is that the color of the dye used on this
chaise may prove to be slightly different in comparison to the other items that
you currently posses in your home
Before we can discuss the options you have listed in your
desired settlement section I must be educated by you on how you would like to
proceed with your actual order for the merchandiseWould you like to take a
delivery of the warehouse piece we have located for you or would you prefer to
have the piece specially built for you by the vendor with an estimated arrival
date of late October 2014?
I will await your response prior to making any changes to your
current sales order *** and I am so sorry again that you have had to waste any
of your valuable time trying to solve these furniture concerns
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care 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
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 Day Revdex.com,
I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection planAs I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming themThe sales flyer is commonly placed inside this trifold along with the customer’s sales invoiceAgain as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlinesThe Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price pointThe simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond use)The sleeper mechanism on this merchandise is currently covered through *** for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurringThat determination takes only moments to verify via phoneLike many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike
Should the customer feel her claim is not being properly addressed by the *** company we would suggest that the customer contact this company directly to make them aware of her remaining concerns
As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication
Sincerely,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
I purchased the furniture set in question because it was the only one that matched with the other dining room furniture in my home I do not wish to spend any additional money at Bob's furniture to try and find another set nor do I have confidence that any of their other furniture will not have quality issuesI would prefer to invest my money elsewhere where I know I will get quality furniture for the money I am paying Had I known of their defective products and poor customer service, I would have gone elsewhere from the start At this time I am requesting a refund
Sincerely,
*** ***
Good Morning
Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted *** *** may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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
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
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to contact *** this morning (7.21.2014) via
the phone number she provided in this complaintI have reviewed *** account and made an adjustment to the original offer she was granted for
resolutionI am very sorry for the difficulty that *** has experienced with
her product and Bobs Discount Furniture truly wishes to help *** resolve her
concern by providing a fair option for resolutionI left *** a message with
my direct phone number so she has the option to contact me back directly or
respond through the channel you have provided us
We can offer an extreme courtesy to *** by purchasing
of seat cores she needs*** would be responsible to cover the cost of
seat core should she wish to accept this offerThe cost of seat core will
result in a monetary cost to *** of $plus tax; I do feel this is a
fair option for resolution based on a review of all facts associated with
***’s case
Bobs Discount Furniture thanks the Revdex.com for their mediation assistance
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
"background: white; line-height: 15pt;">Please pass on our deepest apologies for
any disappointment this customer is experiencing with the ‘***’ Plan or
the merchandise listed here
Regretfully I am unable
to locate any account information that matches this consumer’s complaint within
our internal records
I have looked under both names,
phone number, and address provided here and come up with no matching records
for any of those three key indicatorsI was able to locate an ‘***’ associated with the address provided but this person has no sales for
leather merchandise and that particular account lists sales and resolutions
from the year only
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 order number is not
available please have the consumer list the purchaser’s name that should be
listed on this account and/or the delivery address associated with this
merchandise originallyWarranties and resolutions are honored
from the *** company and Bobs Discount Furniture to the original purchaser
only
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,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer has worked closely with Rachel to rectify
the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to
be refunded to the Wells Fargo bill.
This is the maximum we are able to offer, and this offer was accepted by
the customer
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,
class="MsoNormal" "margin: 0in 0in 0pt;">
I am very
sorry to learn that our customer was met with any inconvenience while trying to
report her claim to ***Can you please ask the customer to verify with us
exactly what the accident is, and how this accident occurred to her son’s
bedroom set? Our records reflect that our customer has had possession of this
set since June of which would mean she is outside of her Bobs GuaranteeWhile
I do understand our customer’s frustrations, a refund of her complete bedroom
set is not a resolution we can offer our customer at this time
Bobs
Discount Furniture truly does care about our customers and we seek to resolve
our customer’s concerns efficiently and effectivelyAs *** (the goof
proof plan) is a third party company that is separate from Bobs we are not
always able to overturn their decisionsIf our customer can provide me with an
account of how the accident actually occurred I can act as a liaison on her
behalf and see what, if any, resolution can be offered based on the terms and
conditions of her protection plan
I await
our customer’s response as I am eager to investigate her concern further with
the *** company and see how Bobs Discount Furniture may be able to help
resolve this complaint
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I’ve just spoken with our customer by telephone and
provided her with my direct email address so that I can review her photos and subsequently
discuss what options for resolution we
may have available for her concern
Thank You,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
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 ***,
"">
I
apologize for the lack of care and empathy that you cite to have received from
our Customer Care Office while seeking to resolve the concern with your
reclinerI further apologize that the part we ordered for you is taking so
long to ship to you; I assure you that we do not experience long delays on a regular
basis and we never meant to cause you more frustration or inconvenience
The
protection plan you purchased through us covers you for five years of unlimited
part replacement and professional laborShould you wish to have the item
replaced in lieu of accepting a service, or if a service isn’t going to rectify
the defect concern, your plan covers you for the cost a one time replacement
We can offer to provide you with a reselection credit for the full amount you
paid for the sofa ($599) should you wish us to cancel the current part order
Please understand that in accepting this option the parameters of your original
protection plan are considered fulfilled on this item
Addressing
the recliner specifically as a business we are normally unable to offer
recourse on an item that is not experiencing any factory defect concernWe
agree that as a consumer you are owed recourse for the case of the defect
concern on your sofa and as you are not satisfied with the original recourse option
offered we worked to meet your demand by offering an alternate option for
recourse
In an
extreme effort to provide you with satisfaction we can propose to provide you
with a store credit for 80% of the purchase price you paid us for the recliner ($
X 80% = $399.20)Since this is an offer out of courtesy we can also provide a
credit for the monies you paid for the protection plan on the recliner
specifically ($69.99)
Another
benefit we can offer you is no new delivery fee on the newly selected
merchandise meaning, we will take away (covering the cost of disposing of) the
current merchandise in your home and pay to deliver the newly selected
merchandise on the same date at no cost to you
In
Review our offer includes:
Full Store
Credit for the Sofa =$(Fulfilling the purpose of protection plan)
80%
Store Credit for the Recliner =$
Partial
Store Credit for the Protection Plan =$
Removal
of Old and Delivery of New Merchandise at zero cost to you
Should
you wish to accept this offer and have the store credit entered for your use
please respond to this Revdex.com communication as ‘Satisfied’ and we will process the
credit and have our retail location reach out to you regarding the active
credit
Kind
Regards,
*** **
Bobs Discount
Furniture
*** *** *** ***
I would never buy anything else from bob's furniturethe delivery service is HORRIBLE!!! My delivery was scheduled from 12:00-4:no one called to notify me they were running lateThe delivery team did not show up to my house until 10:pmOnce the delivery team arrived one of the workers were really unprofessionalWalking around my house using profanityThey didn't have all my hardware to put my dresser on my mirror and brought the wrong bedNow customer service is telling me I have to wait 3-days to receive my hardware in the mail and never addressed the situation about the wrong bedall they could do is credit me half of my delivery chargeThen every time something is wrong they direct you to a number who is not helpful at allI am really UNPLEASED with this companyI would not recommend it to anyone
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
Please pass on our apologies to Renee for the inconvenience
the delivery team’s negligence has caused and may continue to causeWe assure Renee
that the property claim has been correctly filed with the third party trucking
company responsible for this damage and we will ensure the obvious coaching
concerns presented are addressed accordingly
As Renee’s property claim is being handled by the trucking company
that caused the damages, Renee can expect follow up from that third party and
not Bobs Discount Furniture directlyOur records illuminate that the customer
submitted documentation for this claim to the trucking company directly and has
advised us that they are not receiving the appropriate follow up on the claim
from this submissionEach time we have spoken to this customer we have
proactively tried to get them in contact with the company responsible for their
claim
I have sent an additional escalated message on Renee’s behalf to a
contact at a higher level of the trucking company involved in this claim and
asked that they contact Renee as soon as possible
Should Renee not receive follow up from this trucking company
directly with business days (from today 12.01.2015) they can call our
Customer Care Offices (###-###-####) and ask that we escalate this claim
within our Property Claims Department again as needed.I
have also provided the most updated email address I have for this trucking company contact as
Bobs Discount Furniture is not permitted to address or handle claims that
originate from a third party company
For Renee’s
records the contact for resolution on this claim should be directed to Tom @ ***
Kind Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
"line-height: 15pt; background: white;">I can certainly appreciate your
request to have your responses from our company written to you given the level
of failures you have had to endure from us during the purchase of your new
living room furnitureI apologize that your order did not arrive to us with
the full stock we expected and I further apologize that you haven’t been
receiving the follow up calls you allege you were promised from usHonesty is
one of our core values at Bobs Discount Furniture and we have been providing you
with the most updated information we are receiving in regards to the status on
your orderI assure you that a review of your account indicates that our
retail location has been working at full capacity to get answers as to why we
haven’t been properly receiving your special ordered merchandiseI can respond
to you via this channel and all of our communications will be logged in one
location so you may easily review the documentations
I have reached
out to our Merchandising Department today (6.17.2014) and verified that we had
to actually re order the left side facing chaise from the manufacturer
directly. I am extremely sorry that this
is the case because I understand how much of a negative impact this has on you
I know that this further inconveniences you because the piece will have built
from the ground up especially for you by the overseas vendor. After it’s built in the special order fabric
you selected it will be placed on a shipping container before it will actually
arrives to our distribution center to be scheduled out for delivery to youWe
are currently being provided with an estimated arrival date of late October
for the new chaise
As you asked, I went above and beyond our operating
procedures working with our Merchandising department and I have been informed
that we were able to locate one of these ‘Special Order Left Side Facing
Chaises’ in our warehouseWe can allocate this inventory to your sales order
and deliver you the item we found in our warehouse if you’d like and I see no
issue with scheduling this merchandise out to you by As I am unable
to visit your home look at your items and then look at the item we have in our
warehouse the only concern I have is that the color of the dye used on this
chaise may prove to be slightly different in comparison to the other items that
you currently posses in your home
Before we can discuss the options you have listed in your
desired settlement section I must be educated by you on how you would like to
proceed with your actual order for the merchandiseWould you like to take a
delivery of the warehouse piece we have located for you or would you prefer to
have the piece specially built for you by the vendor with an estimated arrival
date of late October 2014?
I will await your response prior to making any changes to your
current sales order *** and I am so sorry again that you have had to waste any
of your valuable time trying to solve these furniture concerns
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison