Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry for the alleged sales experience you site to
have received while signing the policy documents associated with your purchase
We do expect our sales professional to fully educate our customers on these
polices and answer any questions our customers may have during the initial
transactionWe work very hard as a company to ensure our polices are easy for
our consumers to understand and I further apologize that you don’t agree that
these documents are clearI assure you that your feedback is greatly
appreciated so that we may always improve our customer’s overall experience and
we will certainly rectify the employee coaching concerns you have brought to
our attention
I have listed the Refunds and Cancelations Policy below as
it is depicted on your sales invoiceI do feel that this policy is stated plainly
and is easily accessible to our consumer and we will work to continually ensure
that all of our employees are properly communicating this
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
You may
exchange or return any take-with purchase within thirty (30) days of the date
of possession for a full refund provided you have your original sales receipt
and the merchandise is in like-new condition and has not been otherwise used
Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors,
pillows and pillow protectors
Our records indicate that we have agreed to work outside of our policies
in an effort to satisfy you and have scheduled a pick up your dining room set for
today (8.28.2014) to be returned for Bobs Discount Furniture Store CreditI do
thank you for making this complaint so that we have the opportunity to grow and
invite you back into our showroom at your earliest convenience so that you can
select a new dining room set that will bring you many years of comfort and joy
Kind Regards,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
"">
I called you and left a message for you on this phone number
today (###-###-####)I did try the main phone number we have on file for you
as well which is ###-###-#### and received a message stating that this was no
longer a valid phone number to reach you onI am very sorry for the many
concerns you have experienced with your product within such a short period of
time and I assure you that Bobs Discount Furniture cares very much to make our
customers happy
I have created a reselection credit under your account that
is currently active in the amount of $The credit number associated with
this in our system is: *** and this credit will remain active through
for your useYou may return to our showroom and select a new dining
room set using this credit and we will remove the defective set and deliver you
the new set on a future delivery date of your choice
If you have any other questions or concerns regarding this
credit you can reach me directly by phone at ###-###-#### or through this Revdex.com
channel
I apologize
again for the amount of time you have had to spend on seeking resolution for
our product failures and I truly appreciate that you are willing to give us
another chance with a different dining room set
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via our corporate offices
and provided a resolution for our customer’s concernsWe are very sorry for
any inconveniences we have caused our customer, we genuinely thank *** for
giving us the opportunity to make it right and look forward to satisfying her
in the near future when her concerns have been completely resolved
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for any disappointment this customer is experiencing
with the product they purchased from usI can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is newWhen picking up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possessionWhile I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Warranty offered by Bobs furniture is worstSales associates says everything is covered and I paid about $so called "*** ***" and I had two incidents and none of them were covered when I call themI'm totally disappointed and not recommend to buy anything from Bobs
I apologize for the long wait time you
have had to endure to get these parts to youI assure you that we care very
much to resolve your concern and never intended to cause you continued frustrations
during your time of need
We spoke with our manufacturer today
(8.19.2014) and I received a *** tracking number indicating that your parts should
be arriving to your address within the next business dayFor your records the
*** tracking number is: ***
I am so sorry for the aggravation this
part order caused you and I genuinely thank you for making this complaint so we
can correct the coaching issues we clearly have based on the lack of care and
immediate follow up you have cited your concern was handled with
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
I have reviewed the emails I sent to this customer to see if
there was anything that might have been misleading regarding the compensation. I have attached the first email where I discussed
our policy on compensation. This is the pertinent
section regarding compensation:
I called you a few moments ago, hoping to apologize
personally and offer to stay with you, as your point of contact, until this is
resolved, at which time, I will reach out to you and offer compensation.
We do value a customer’s time. I am a consumer and I would not want my
time wasted either. We do, per Bob’s policy, normally offer this
compensation as a Bob’s Gift Card. Due to the number of failures
represented in your account, I would be willing to step outside policy and
offer the compensation as a refund to your original method of payment, ***
card ending in *** or as a Bob’s Gift Card. Obviously, we can offer a
greater amount as a gift card. I am not able to discuss the amount of the
offer until the bed is set up and you are satisfied with all merchandise in the
home. We are only able to offer compensation once, per order, so we want
to be sure we can see the entire order from the date it was written to the day
we finally have this set up correctly in the home.
I did not agree to the customer request for any amount. I did explain we would make only one offer
and that we normally make the offer as a store credit but in this customer case
I was willing to override policy and offer it as a refund. The amount requested for compensation was
unreasonable.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon ***,
I don't blame you for being very upset with us and
on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
Your comments regarding the service you received by our team are very important
and concerning to usYou deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down
Our records indicate that your refund was fully released from our
internal systems in between the night of and the morning of
I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these fundsNormally we provide customers with
a 2-day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to youAt this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
We are very sorry that this process has gone so badly for the customer
""> When the customer filed the dispute with ***l
on May 9th we has already released the refund money back to ***l, once
it is in their possession we have no control whatsoever on how slowly or how
quickly they put it back to the customer’s account. We certainly hope that at this time, ***l
has completed the refund process for the customer. We are also sorry that the customer called so
many times and did not receive an answer.
*** being set up differently then say a credit card or a check has
securities in place that prevent agents from being able to see any information
on the account. This is done to protect
the customer, unfortunately in this customer’s case it also prevent agents from
getting accurate information
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I spent almost $on a product and $on a warranty plan that they failed to honorIf I used the $200, it would not cover the cost to replace/ fix the sofa, so I will then be forced to spend more money on a warranty that will not be honored.
Sincerely,
*** ***
Hello,
I was contacted by Bob's and very pleased with the resolutionThe person I spoke with over the phone as well as Craig (in-store) were both very helpfulThank you Revdex.com for assisting me in this matterI do not wish to pursue any further actions- *** ***
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
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">This customer has been offered a
reselection from the *** store and has already been set up for a
reselection. If this customer has any
further questions or concerns please reach out through the Revdex.com mediation
service
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
My reason for rejecting Bob’s resolution is the couch I purchased from Bob’s furniture is a cheaply made piece of junkI spent close to $dollars for a couch that is falling apart after one yearThe so called leather looking microfiber looked amazing when I purchased it now looks like its yrs old the staples that hold the fabric on the back of the couch are all coming out the woodThe rockers squeak and bang when it rocks it sounds like it’s going to break while it’s rockingI only have myself and my husband at the home there is no reason this couch should look like a piece of junkI have given Bob’s furniture lots of business in the past and I know their furniture isn’t the highest quality but it lasted longer than this piece of furniture hasBecause of how Bob’s furniture has handled this situation I will not purchase from Bob’s againI feel like they sold me a lemon and refuse to make it rightI am not going to accept their resolution offer this couch is not repairable as far as I’m concernedWarranty or no warranty this is not right, it’s a year old, $dollars gone because I will need to buy a new couch as I am embarrassed at how awful the fabric looksI also do not feel it is acceptable to take days to get a part to fix itBob’s should be ashamed to sell something this cheaply made especially when you’re advertising it as quality furniture
Complaint: ***
I am rejecting this response because:thank your for trying to repair the back but the damage is on the arms of both couch and love seat that will not fix the issueThe goof proof protection was between100-dollars that will not help w either fixing the arms which it looks like you can't do so I am forced to buy a new set which will cost moreThis set is not very old and to have to buy a new set will be close to I would like bobs to replace the set or give me the amount the set cost me - even if it's in a bobs gift card to buy another set from thatI understand that it's not the companies fault the salesperson clearly lied and I would give them the business again if they did a gift card for the price I purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:the facts are not accurate / honest / no good faith effort has been made to resolve my issues and concerns
Customer Service has been misrepresenting / obscuring and omitting facts.I told them from the beginning what the problems whereThey assured me that it would be taken care of to my satisfactionI do not feel that having splinters in my children's hands is acceptableAside from spending $ 2,000.00, taking numerous days off from work( with out pay ) making numerous phone calls and investing my time on this
their IS A VERY - VERY BIG SAFETY ISSUE.
Sincerely,
*** ***
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the
sofa, chest and nightstand on April 29, I apologize the prior delivery attempts were unsuccessfulDuring the first delivery, the team arrived as scheduled however, no one was homeWe called the two telephone numbers on the account ending in *** and ***-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- glass doors- stairs on the left side of the building and the number of the building on the left side)We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled. In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts. Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in February and at that time the customer purchased the option of *** ***
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The scratches on the table top would not be a manufacturing
defect. If there is a single incident or
accident that caused damage this customer can certainly put in a claim with
***. At this time there is no claim
submitted for this customer
The damage to the chair could be caused by an accident or it
could be manufacturing in nature. If the
customer is aware of an accident that occurred I urge them to reach out to
*** and submit a claim. If this customer
can submit photos of the damage on the chair, I can review with my service
managers and make a determination on cause.
If it is determined that the cause is manufacturing in nature we would
be able to offer recourse. Please take
one close up color photo of damage and one photo from to feet away
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their experience with us We are very sorry to hear that Maggie has not
lived up to the customer’s expectations.
I see that this customer has already spoken with my
colleague and it appears the customer has reached an agreement with
*** The customer accepted a partial
refund on the sofa.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mrs***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the sofa has failed to meet your quality expectationsYour satisfaction with the merchandise and service you receive from us, is our ultimate
goal. Your desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperworkIn the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,*** **
Dear Revdex.com,
We are very sorry for the failed deliveries that left this customer
frustrated
""> We are not able to offer
compensation for lost wages. To be fair
across all customer demographics we offer compensation based on our delivery failures
only. We are sorry the customer did not
feel the offer was fair. We do feel the
amount offered was correct for this account.
In an effort to try to make this right for this customer, we are willing
to offer the compensation as a refund to the *** *** account used for the
purchase.
If the customer would like to accept, please do so
through the Revdex.com mediation site. Once
offer is accepted we will write up the refund to *** *** and email the
customer directly the refund receipt, as it contains confidential information.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry for the alleged sales experience you site to
have received while signing the policy documents associated with your purchase
We do expect our sales professional to fully educate our customers on these
polices and answer any questions our customers may have during the initial
transactionWe work very hard as a company to ensure our polices are easy for
our consumers to understand and I further apologize that you don’t agree that
these documents are clearI assure you that your feedback is greatly
appreciated so that we may always improve our customer’s overall experience and
we will certainly rectify the employee coaching concerns you have brought to
our attention
I have listed the Refunds and Cancelations Policy below as
it is depicted on your sales invoiceI do feel that this policy is stated plainly
and is easily accessible to our consumer and we will work to continually ensure
that all of our employees are properly communicating this
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
You may
exchange or return any take-with purchase within thirty (30) days of the date
of possession for a full refund provided you have your original sales receipt
and the merchandise is in like-new condition and has not been otherwise used
Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors,
pillows and pillow protectors
Our records indicate that we have agreed to work outside of our policies
in an effort to satisfy you and have scheduled a pick up your dining room set for
today (8.28.2014) to be returned for Bobs Discount Furniture Store CreditI do
thank you for making this complaint so that we have the opportunity to grow and
invite you back into our showroom at your earliest convenience so that you can
select a new dining room set that will bring you many years of comfort and joy
Kind Regards,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
"">
I called you and left a message for you on this phone number
today (###-###-####)I did try the main phone number we have on file for you
as well which is ###-###-#### and received a message stating that this was no
longer a valid phone number to reach you onI am very sorry for the many
concerns you have experienced with your product within such a short period of
time and I assure you that Bobs Discount Furniture cares very much to make our
customers happy
I have created a reselection credit under your account that
is currently active in the amount of $The credit number associated with
this in our system is: *** and this credit will remain active through
for your useYou may return to our showroom and select a new dining
room set using this credit and we will remove the defective set and deliver you
the new set on a future delivery date of your choice
If you have any other questions or concerns regarding this
credit you can reach me directly by phone at ###-###-#### or through this Revdex.com
channel
I apologize
again for the amount of time you have had to spend on seeking resolution for
our product failures and I truly appreciate that you are willing to give us
another chance with a different dining room set
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via our corporate offices
and provided a resolution for our customer’s concernsWe are very sorry for
any inconveniences we have caused our customer, we genuinely thank *** for
giving us the opportunity to make it right and look forward to satisfying her
in the near future when her concerns have been completely resolved
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for any disappointment this customer is experiencing
with the product they purchased from usI can assure you and this consumer
that Bobs Discount Furniture does not provide customers with used merchandise
under the pretense that it is newWhen picking up any merchandise the customer
is required to sign a waiver indicating that they have fully looked over the
merchandise and are accepting responsibility for it in its current condition at
this time of possessionWhile I certainly understand the customer’s
frustration it is defamatory to make an allegation against our business of this
nature
Should the
customer seek further assistance with this claim we ask that we be provided photographic
evidence of the damage and or usage they feel is present on the chair and desk
Furniture today is built on an assembly line and it is entirely possible that
these items could have suffered cosmetic concerns during production; however it
is also entirely possible that this merchandise could have suffered cosmetic
concerns during transit as it was not securely completed by one of our
professional delivery teams
Please ask
that the customer send the (at minimum) following photos through the Revdex.com
channel you have opened for mediation and I will review the account in further
detail to see what options for resolution we may have
(1)
Photo of the chair in its entirety
(1)
Photo of the chair’s concern at a close range
(1)
Photo of the desk in its entirety
(1)
Photo of the desk’s concern at a close range
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Warranty offered by Bobs furniture is worstSales associates says everything is covered and I paid about $so called "*** ***" and I had two incidents and none of them were covered when I call themI'm totally disappointed and not recommend to buy anything from Bobs
Good Morning ***,
I apologize for the long wait time you
have had to endure to get these parts to youI assure you that we care very
much to resolve your concern and never intended to cause you continued frustrations
during your time of need
We spoke with our manufacturer today
(8.19.2014) and I received a *** tracking number indicating that your parts should
be arriving to your address within the next business dayFor your records the
*** tracking number is: ***
I am so sorry for the aggravation this
part order caused you and I genuinely thank you for making this complaint so we
can correct the coaching issues we clearly have based on the lack of care and
immediate follow up you have cited your concern was handled with
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
I have reviewed the emails I sent to this customer to see if
there was anything that might have been misleading regarding the compensation. I have attached the first email where I discussed
our policy on compensation. This is the pertinent
section regarding compensation:
I called you a few moments ago, hoping to apologize
personally and offer to stay with you, as your point of contact, until this is
resolved, at which time, I will reach out to you and offer compensation.
We do value a customer’s time. I am a consumer and I would not want my
time wasted either. We do, per Bob’s policy, normally offer this
compensation as a Bob’s Gift Card. Due to the number of failures
represented in your account, I would be willing to step outside policy and
offer the compensation as a refund to your original method of payment, ***
card ending in *** or as a Bob’s Gift Card. Obviously, we can offer a
greater amount as a gift card. I am not able to discuss the amount of the
offer until the bed is set up and you are satisfied with all merchandise in the
home. We are only able to offer compensation once, per order, so we want
to be sure we can see the entire order from the date it was written to the day
we finally have this set up correctly in the home.
I did not agree to the customer request for any amount. I did explain we would make only one offer
and that we normally make the offer as a store credit but in this customer case
I was willing to override policy and offer it as a refund. The amount requested for compensation was
unreasonable.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon ***,
I don't blame you for being very upset with us and
on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
Your comments regarding the service you received by our team are very important
and concerning to usYou deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down
Our records indicate that your refund was fully released from our
internal systems in between the night of and the morning of
I can certainly understand the immediate need to have your funds
back on such a large purchase like this and I feel terrible about any delay
that may have occurred in between our release and your bank’s (or the bank the
credit is thru) reallocation of these fundsNormally we provide customers with
a 2-day estimated complete processing estimate because of the fact that even
after we release these funds there is another party involved in getting these
funds back to youAt this time I would expect that the funds have been completely
reallocated to your method of payment, if this is not the case, please feel
welcome to respond back to us via this Revdex.com channel and we will preform more
extensive research with our Accounting Department
I apologize again for the inconvenience our failures caused you
and genuinely hope that you will provide us with another opportunity to earn
your trust back in our business in the future
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
We are very sorry that this process has gone so badly for the customer
""> When the customer filed the dispute with ***l
on May 9th we has already released the refund money back to ***l, once
it is in their possession we have no control whatsoever on how slowly or how
quickly they put it back to the customer’s account. We certainly hope that at this time, ***l
has completed the refund process for the customer. We are also sorry that the customer called so
many times and did not receive an answer.
*** being set up differently then say a credit card or a check has
securities in place that prevent agents from being able to see any information
on the account. This is done to protect
the customer, unfortunately in this customer’s case it also prevent agents from
getting accurate information
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I spent almost $on a product and $on a warranty plan that they failed to honorIf I used the $200, it would not cover the cost to replace/ fix the sofa, so I will then be forced to spend more money on a warranty that will not be honored.
Sincerely,
*** ***
Hello,
I was contacted by Bob's and very pleased with the resolutionThe person I spoke with over the phone as well as Craig (in-store) were both very helpfulThank you Revdex.com for assisting me in this matterI do not wish to pursue any further actions- *** ***
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
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">This customer has been offered a
reselection from the *** store and has already been set up for a
reselection. If this customer has any
further questions or concerns please reach out through the Revdex.com mediation
service
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
My reason for rejecting Bob’s resolution is the couch I purchased from Bob’s furniture is a cheaply made piece of junkI spent close to $dollars for a couch that is falling apart after one yearThe so called leather looking microfiber looked amazing when I purchased it now looks like its yrs old the staples that hold the fabric on the back of the couch are all coming out the woodThe rockers squeak and bang when it rocks it sounds like it’s going to break while it’s rockingI only have myself and my husband at the home there is no reason this couch should look like a piece of junkI have given Bob’s furniture lots of business in the past and I know their furniture isn’t the highest quality but it lasted longer than this piece of furniture hasBecause of how Bob’s furniture has handled this situation I will not purchase from Bob’s againI feel like they sold me a lemon and refuse to make it rightI am not going to accept their resolution offer this couch is not repairable as far as I’m concernedWarranty or no warranty this is not right, it’s a year old, $dollars gone because I will need to buy a new couch as I am embarrassed at how awful the fabric looksI also do not feel it is acceptable to take days to get a part to fix itBob’s should be ashamed to sell something this cheaply made especially when you’re advertising it as quality furniture
Complaint: ***
I am rejecting this response because:thank your for trying to repair the back but the damage is on the arms of both couch and love seat that will not fix the issueThe goof proof protection was between100-dollars that will not help w either fixing the arms which it looks like you can't do so I am forced to buy a new set which will cost moreThis set is not very old and to have to buy a new set will be close to I would like bobs to replace the set or give me the amount the set cost me - even if it's in a bobs gift card to buy another set from thatI understand that it's not the companies fault the salesperson clearly lied and I would give them the business again if they did a gift card for the price I purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:the facts are not accurate / honest / no good faith effort has been made to resolve my issues and concerns
Customer Service has been misrepresenting / obscuring and omitting facts.I told them from the beginning what the problems whereThey assured me that it would be taken care of to my satisfactionI do not feel that having splinters in my children's hands is acceptableAside from spending $ 2,000.00, taking numerous days off from work( with out pay ) making numerous phone calls and investing my time on this
their IS A VERY - VERY BIG SAFETY ISSUE.
Sincerely,
*** ***
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the
sofa, chest and nightstand on April 29, I apologize the prior delivery attempts were unsuccessfulDuring the first delivery, the team arrived as scheduled however, no one was homeWe called the two telephone numbers on the account ending in *** and ***-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- glass doors- stairs on the left side of the building and the number of the building on the left side)We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled. In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts. Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in February and at that time the customer purchased the option of *** ***
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The scratches on the table top would not be a manufacturing
defect. If there is a single incident or
accident that caused damage this customer can certainly put in a claim with
***. At this time there is no claim
submitted for this customer
The damage to the chair could be caused by an accident or it
could be manufacturing in nature. If the
customer is aware of an accident that occurred I urge them to reach out to
*** and submit a claim. If this customer
can submit photos of the damage on the chair, I can review with my service
managers and make a determination on cause.
If it is determined that the cause is manufacturing in nature we would
be able to offer recourse. Please take
one close up color photo of damage and one photo from to feet away
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their experience with us We are very sorry to hear that Maggie has not
lived up to the customer’s expectations.
I see that this customer has already spoken with my
colleague and it appears the customer has reached an agreement with
*** The customer accepted a partial
refund on the sofa.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mrs***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the sofa has failed to meet your quality expectationsYour satisfaction with the merchandise and service you receive from us, is our ultimate
goal. Your desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperworkIn the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,*** **
Dear Revdex.com,
We are very sorry for the failed deliveries that left this customer
frustrated
""> We are not able to offer
compensation for lost wages. To be fair
across all customer demographics we offer compensation based on our delivery failures
only. We are sorry the customer did not
feel the offer was fair. We do feel the
amount offered was correct for this account.
In an effort to try to make this right for this customer, we are willing
to offer the compensation as a refund to the *** *** account used for the
purchase.
If the customer would like to accept, please do so
through the Revdex.com mediation site. Once
offer is accepted we will write up the refund to *** *** and email the
customer directly the refund receipt, as it contains confidential information.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison