Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate you taking the time to help me resolve this matter How is this going to work do I go to my local store and select a new mattress and bring back the old one? or do I contact the customer service center ? please let me know asap because my dad is dying for a good night sleep
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customerWe do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to refund the price paid
for the bed protector
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandiseBedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns causedThe mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** this morning (10.07.2014) and
apologized for the headache that she has had to deal with while seeking
resolution thru the *** company and Bobs directlyWe have authorized and
even exchange of the affected item for resolution on this concern and are
currently scheduled to make the exchange on I have also provided *** with my direct contact information as I will be personally following up
with her to ensure she continues to be satisfied
Thank you for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
UI";">Good
Afternoon Revdex.com,
Please pass on our sincerest apologies
for any type of confusion present during the time of this saleWe will
certainly address the allegation made directly with our sales associate and
this retail locationThe policy and procedures page (commonly signed by the
consumer before the close of the sale) outlines that we do not offer a refund
on orders once they are delivered or picked up
As our customer asserts that the
merchandise was being returned due to it not fitting into the space properly we
are happy to offer the customer a store credit for the price paid on the
sofa/chaise kit so that they can visit one of our showrooms and re-select to a
different item that will suit their needs better
In addition to this offer we will
further apologize to our customer by proposing to cover the cost associated
with delivering the new selected item and removing/disposing of the current
item they have on the same date
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number he provided in this
complaint and left my direct contact informationI am currently awaiting a
call back from him so I can rectify his concerns and earn his trust back in our
business
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you are experiencing any inconvenience while seeking our assistance with your product concernsI assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans
In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frameOur technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage
Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern*** (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair framesShould you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of ***
It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open
To move forward please send a minimum of nine (9) pictures (in color) for review:
- Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair
- Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair
- Picture that clearly shows the entire set in its current condition (table and chairs)
We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
***Good Morning Revdex.com,
"Ver***a","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the sectional piecesShould the
furniture not have excessive wear or tear/animal damages associated with the
nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available
for this claimant
We apologize again that the damage reported does not
fit the criteria of the protection plan purchased, like any other retailer that
believes in operating in a fair marketplace we stand behind the fact that the
terms and conditions of the plan should be upheld to keep resolutions fair for
all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) of this piece
sectionalI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (or a side angle depending on how this is positioned in
the home)
- Picture that clearly shows the concern at
a close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Stephanie G***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
line-height: 15pt;">We are very sorry this customer is having
medical issues. We hope that they
recover fully
We have passed this account on to our Loss
Prevention department for possible fraud review
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
when you buy the year protection plan you should be able to replace the exact same product you are protecting and since this was bought as a set you should have replace the set. So I do not think it makes sense you sell a year protection plan if you can not replace it with the same exact product.
***
Good Morning ***,
Thank you choosing Bob's Discount Furniture for your home furnishing needsThe optional Goof Proof plan you opted to purchase in 2012 provides great peace of mind in the event of most common in home accidentsRips and tears are covered, if
properly reported; for example, accidentally sitting on a sofa with keys in your pocket and puncturing the cushion would be covered however, the claws of an animal puncturing a cushion or a child accidentally puncturing the cushion with scissors would not be covered
Bob's Discount Furniture does not the authority to overturn a denied claim however, in some instances we can explore additional options which may present a cost to you. Depending on where the bed is ripped, you may be able to purchase either a new headboard, footboard or rail and keep the goof proof plan or if you prefer you may cancel the plan and receive a prorated refundFor $59.99, your $bed is covered under the goof proof plan until October 2016; I would recommend that you keep the plan however, if you choose to cancel it we will refund $44.99, which $15.00, less the prorated amountTypically we are unable to offer a refund on the plan either without Guardian's approval or days after purchase
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience or miscommunication we may have caused
Sincerely,
*** ***
Good Morning ***,">
I am terribly sorry that you have been
experiencing such concern with your loveseats and chairI do understand how
aggravating it is being passed in between two companies and I assure you that
Bobs Discount Furniture truly values every customer who chooses to spend their
hard earned money with usWe set professional expectations with all our
Service Technicians and I thank you for making me aware of your poor experience
so we can properly address our training needs.
Our records indicate that your
items are not experiencing any manufacturing concerns and have indications of
torn leather and peeling from the environment these items have been kept inYes,
you did purchase the Goof Proof Protection Plan which is a very valuable plan
that we encourage all our customers to invest in; however accumulated damages
and indications of wear and tear are not covered under this planLike many
other protection or insurance plans that you purchase for electronics or your
vehicle there must be certain exclusions in order to keep the plan fair for all
consumers. The material your product is made of is bonded leather and bonded leather should
be expected to show signs of wear after very close to three (3) years of use in
your homeAs your warranty through Bobs Discount Furniture covers you for manufacturing
defects we are able to take responsibility for factory defects only
I have a genuine interest in helping you
resolve this concern because Bobs Discount Furniture is a company that knows
how important each one of our customers is and we continually strive to earn
and keep their trust in our businessIn order to proceed further I will ask
that you send me current pictures of the concerns you are experiencingYou can
respond to me through this channel or you are welcome to email me these photos
directly at ***
Please send a photo for each concern
you feel you need further resolution with and I will review these with my
Service Manager to determine what, if any, recourse we may have to offer youShould
you choose to send these to my direct email you may have to send the pictures separately
depending on their pixel size
I sincerely want to help you ***
and await your response
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
15pt;">Good Morning Revdex.com,
We are very sorry for the concerns
expressed in this complaint. We
understand how important a good nights rest is for everyone. We reviewed the technician report from
October 6th and the original order from February 2013. It does not appear from the photos the
technician submitted to us that the customer is using the foundation (box
spring) that was purchased in 2013. That
was why the tech reported to us that there was not proper support. The mattress warranty does require that
proper support be maintained at all times to prevent the mattress failing.
If this is not accurate, and the foundation
is still in place, we ask the customer to submit photos showing that. We have attached the photos the tech
submitted, which appear to show no foundation.
We would not replace the mattress if there is not proper support in
place as every mattress will fail if not supported
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: Bob's has failed to address my primary concern: that the ottoman was not constructed for the reasonable use for which I purchased itI bought the ottoman in part to have extra seating in my nurseryThe customer service representatives said that it was not made to be sat onThe response from Ms*** says that the tech is trained to recognize "damage caused accidentally or over time with more use than anticipated during production." Does sitting on it constitute "damage caused accidentally" or "more use than anticipated during production"? If so, then I do not want a product that is of such poor workmanship that it cannot even withstand someone of average weight and size occasionally sitting on itIf Bob's ottomans are not made to be sat on, Bob's should warn all customers seeking to purchase them that they cannot be sat onThe fact that Bob's is still saying that the tech made the right call also does not bring any relief because I do not think that a customer should be wrongfully accused of breaking the furniture when the frame itself was poorly constructedIf I take a replacement ottoman and it collapses again, I will be faced with the same issue and again blamed for the damageThis issue has taken many days and many hours of my time and I do not wish to go through this again While I appreciate Ms***'s apology for this issue, if, as she states in her response, "Bob's is a company that truly cares to resolve our customer's concerns," then Bob's should refund the money I paid for the ottoman, which would resolve my concern
Additionally, the Goof Proof Plan I purchased is supposed to be five years from the date of receipt which was 4/23/and therefore should not expire until 4/23/
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl ... Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely,*** ***
The return policy on furniture is never stated anywhere in the showroom, by any of the sales representatives, or on any of the paperwork given to the customer at the conclusion of the transactionIt is next to impossible to find onlineI had to call Bob's customer support and wring the return policy out of a representative after waiting on hold for almost minutesBob's furniture "return" policy is anti-consumerYou may only return furniture within three days of the delivery for store creditIt is impossible to return furniture to the original method of paymentNot only that, but three days is hardly enough time to know if what you bought suits your needsI would never have purchased a bed from them if I had known it would be impossible to return if I ended up not liking itStay away from Bob's!
After a warranty claim was initially denied I contacted Bob's liaison Nicole T*** who quickly and efficiently handled my claim and did the right thing based on merchandise that was wearing after less than a years useThank you for your great customer service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Please contact me as soon as possible for installation
Sincerely,
*** ***
Good Day Revdex.com,
line-height: 15pt;">We are very sorry for the error and
miscommunication that this customer has had to deal with. This has been updated in Wells Fargo account
to show that we did offer this customer the months category on her
purchase. If this customer can please
confirm this information with Wells Fargo, we did have them change the purchase
category on 6/1/16. Their records should
indicate this change
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"background: white; line-height: 15pt;">We sincerely apologize for the issues this
customer has experienced with this chair.
I have reached out to Tiffany directly and she has accepted my offer of
reselection. I believe this to be the
most appropriate response to the damages on the chairThank you for bringing
these concerns to our attention, so that we may make this right for our
customer
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to hear that you are experiencing such disappointment
with your sectionalI do understand your frustration as you did not find our
first technician satisfactory and I assure you that we truly care to resolve
our customers concerns using the tools we have available to usI further
apologize that you do not agree with your concern being deemed a result of
wear and tearOur records reflect that we have scheduled a second service call
to your home on to continue to assist you with this complaintWe
have put the effort forth to ensure that your concern was not only reviewed by
our factory trained technician but also by our senior customer care staff and due
to the fact that we are continually being advised there is no manufacturing
defect present within your seats servicing the merchandise is the best
resolution any business can offer to their customerYour warranty through Bobs
Discount Furniture provides coverage for manufacturing defects only and the
service we provided to you was done out of consideration and courtesy
At this time
and because Bobs really is the most caring furniture retailer in the business
we can work above and beyond to make an exception and offer you the following
options for resolution (you may respond to me through this communication
channel or contact our Customer Care Department -###-###-####- to accept one
of these options for resolution):
Option
#1: We can cancel the pending service call and provide you with a factory
fresh replacement of the current sofa you haveAs another courtesy to you we will
cover the cost of delivering your new item and removing the current item in
your home
-OR-
Option
#2: We can cancel the pending service call and provide you with a store
credit so that you can pick another living room setAs another courtesy to you
we will cover the cost of delivering your new item and removing the current
item in your home
Thank you
for your time Lisa and I am so sorry again that you are dealing with any stress
associated with your furnishings,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate you taking the time to help me resolve this matter How is this going to work do I go to my local store and select a new mattress and bring back the old one? or do I contact the customer service center ? please let me know asap because my dad is dying for a good night sleep
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customerWe do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to refund the price paid
for the bed protector
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandiseBedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns causedThe mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** this morning (10.07.2014) and
apologized for the headache that she has had to deal with while seeking
resolution thru the *** company and Bobs directlyWe have authorized and
even exchange of the affected item for resolution on this concern and are
currently scheduled to make the exchange on I have also provided *** with my direct contact information as I will be personally following up
with her to ensure she continues to be satisfied
Thank you for the opportunity to make this right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
UI";">Good
Afternoon Revdex.com,
Please pass on our sincerest apologies
for any type of confusion present during the time of this saleWe will
certainly address the allegation made directly with our sales associate and
this retail locationThe policy and procedures page (commonly signed by the
consumer before the close of the sale) outlines that we do not offer a refund
on orders once they are delivered or picked up
As our customer asserts that the
merchandise was being returned due to it not fitting into the space properly we
are happy to offer the customer a store credit for the price paid on the
sofa/chaise kit so that they can visit one of our showrooms and re-select to a
different item that will suit their needs better
In addition to this offer we will
further apologize to our customer by proposing to cover the cost associated
with delivering the new selected item and removing/disposing of the current
item they have on the same date
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number he provided in this
complaint and left my direct contact informationI am currently awaiting a
call back from him so I can rectify his concerns and earn his trust back in our
business
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you are experiencing any inconvenience while seeking our assistance with your product concernsI assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans
In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frameOur technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage
Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern*** (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair framesShould you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of ***
It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open
To move forward please send a minimum of nine (9) pictures (in color) for review:
- Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair
- Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair
- Picture that clearly shows the entire set in its current condition (table and chairs)
We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
***Good Morning Revdex.com,
"Ver***a","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the sectional piecesShould the
furniture not have excessive wear or tear/animal damages associated with the
nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available
for this claimant
We apologize again that the damage reported does not
fit the criteria of the protection plan purchased, like any other retailer that
believes in operating in a fair marketplace we stand behind the fact that the
terms and conditions of the plan should be upheld to keep resolutions fair for
all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) of this piece
sectionalI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (or a side angle depending on how this is positioned in
the home)
- Picture that clearly shows the concern at
a close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Stephanie G***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
line-height: 15pt;">We are very sorry this customer is having
medical issues. We hope that they
recover fully
We have passed this account on to our Loss
Prevention department for possible fraud review
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
when you buy the year protection plan you should be able to replace the exact same product you are protecting and since this was bought as a set you should have replace the set. So I do not think it makes sense you sell a year protection plan if you can not replace it with the same exact product.
***
Good Morning ***,
Thank you choosing Bob's Discount Furniture for your home furnishing needsThe optional Goof Proof plan you opted to purchase in 2012 provides great peace of mind in the event of most common in home accidentsRips and tears are covered, if
properly reported; for example, accidentally sitting on a sofa with keys in your pocket and puncturing the cushion would be covered however, the claws of an animal puncturing a cushion or a child accidentally puncturing the cushion with scissors would not be covered
Bob's Discount Furniture does not the authority to overturn a denied claim however, in some instances we can explore additional options which may present a cost to you. Depending on where the bed is ripped, you may be able to purchase either a new headboard, footboard or rail and keep the goof proof plan or if you prefer you may cancel the plan and receive a prorated refundFor $59.99, your $bed is covered under the goof proof plan until October 2016; I would recommend that you keep the plan however, if you choose to cancel it we will refund $44.99, which $15.00, less the prorated amountTypically we are unable to offer a refund on the plan either without Guardian's approval or days after purchase
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience or miscommunication we may have caused
Sincerely,
*** ***
Good Morning ***,">
I am terribly sorry that you have been
experiencing such concern with your loveseats and chairI do understand how
aggravating it is being passed in between two companies and I assure you that
Bobs Discount Furniture truly values every customer who chooses to spend their
hard earned money with usWe set professional expectations with all our
Service Technicians and I thank you for making me aware of your poor experience
so we can properly address our training needs.
Our records indicate that your
items are not experiencing any manufacturing concerns and have indications of
torn leather and peeling from the environment these items have been kept inYes,
you did purchase the Goof Proof Protection Plan which is a very valuable plan
that we encourage all our customers to invest in; however accumulated damages
and indications of wear and tear are not covered under this planLike many
other protection or insurance plans that you purchase for electronics or your
vehicle there must be certain exclusions in order to keep the plan fair for all
consumers. The material your product is made of is bonded leather and bonded leather should
be expected to show signs of wear after very close to three (3) years of use in
your homeAs your warranty through Bobs Discount Furniture covers you for manufacturing
defects we are able to take responsibility for factory defects only
I have a genuine interest in helping you
resolve this concern because Bobs Discount Furniture is a company that knows
how important each one of our customers is and we continually strive to earn
and keep their trust in our businessIn order to proceed further I will ask
that you send me current pictures of the concerns you are experiencingYou can
respond to me through this channel or you are welcome to email me these photos
directly at ***
Please send a photo for each concern
you feel you need further resolution with and I will review these with my
Service Manager to determine what, if any, recourse we may have to offer youShould
you choose to send these to my direct email you may have to send the pictures separately
depending on their pixel size
I sincerely want to help you ***
and await your response
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
15pt;">Good Morning Revdex.com,
We are very sorry for the concerns
expressed in this complaint. We
understand how important a good nights rest is for everyone. We reviewed the technician report from
October 6th and the original order from February 2013. It does not appear from the photos the
technician submitted to us that the customer is using the foundation (box
spring) that was purchased in 2013. That
was why the tech reported to us that there was not proper support. The mattress warranty does require that
proper support be maintained at all times to prevent the mattress failing.
If this is not accurate, and the foundation
is still in place, we ask the customer to submit photos showing that. We have attached the photos the tech
submitted, which appear to show no foundation.
We would not replace the mattress if there is not proper support in
place as every mattress will fail if not supported
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: Bob's has failed to address my primary concern: that the ottoman was not constructed for the reasonable use for which I purchased itI bought the ottoman in part to have extra seating in my nurseryThe customer service representatives said that it was not made to be sat onThe response from Ms*** says that the tech is trained to recognize "damage caused accidentally or over time with more use than anticipated during production." Does sitting on it constitute "damage caused accidentally" or "more use than anticipated during production"? If so, then I do not want a product that is of such poor workmanship that it cannot even withstand someone of average weight and size occasionally sitting on itIf Bob's ottomans are not made to be sat on, Bob's should warn all customers seeking to purchase them that they cannot be sat onThe fact that Bob's is still saying that the tech made the right call also does not bring any relief because I do not think that a customer should be wrongfully accused of breaking the furniture when the frame itself was poorly constructedIf I take a replacement ottoman and it collapses again, I will be faced with the same issue and again blamed for the damageThis issue has taken many days and many hours of my time and I do not wish to go through this again While I appreciate Ms***'s apology for this issue, if, as she states in her response, "Bob's is a company that truly cares to resolve our customer's concerns," then Bob's should refund the money I paid for the ottoman, which would resolve my concern
Additionally, the Goof Proof Plan I purchased is supposed to be five years from the date of receipt which was 4/23/and therefore should not expire until 4/23/
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl ... Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely,*** ***
The return policy on furniture is never stated anywhere in the showroom, by any of the sales representatives, or on any of the paperwork given to the customer at the conclusion of the transactionIt is next to impossible to find onlineI had to call Bob's customer support and wring the return policy out of a representative after waiting on hold for almost minutesBob's furniture "return" policy is anti-consumerYou may only return furniture within three days of the delivery for store creditIt is impossible to return furniture to the original method of paymentNot only that, but three days is hardly enough time to know if what you bought suits your needsI would never have purchased a bed from them if I had known it would be impossible to return if I ended up not liking itStay away from Bob's!
After a warranty claim was initially denied I contacted Bob's liaison Nicole T*** who quickly and efficiently handled my claim and did the right thing based on merchandise that was wearing after less than a years useThank you for your great customer service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Please contact me as soon as possible for installation
Sincerely,
*** ***
Good Day Revdex.com,
line-height: 15pt;">We are very sorry for the error and
miscommunication that this customer has had to deal with. This has been updated in Wells Fargo account
to show that we did offer this customer the months category on her
purchase. If this customer can please
confirm this information with Wells Fargo, we did have them change the purchase
category on 6/1/16. Their records should
indicate this change
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"background: white; line-height: 15pt;">We sincerely apologize for the issues this
customer has experienced with this chair.
I have reached out to Tiffany directly and she has accepted my offer of
reselection. I believe this to be the
most appropriate response to the damages on the chairThank you for bringing
these concerns to our attention, so that we may make this right for our
customer
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to hear that you are experiencing such disappointment
with your sectionalI do understand your frustration as you did not find our
first technician satisfactory and I assure you that we truly care to resolve
our customers concerns using the tools we have available to usI further
apologize that you do not agree with your concern being deemed a result of
wear and tearOur records reflect that we have scheduled a second service call
to your home on to continue to assist you with this complaintWe
have put the effort forth to ensure that your concern was not only reviewed by
our factory trained technician but also by our senior customer care staff and due
to the fact that we are continually being advised there is no manufacturing
defect present within your seats servicing the merchandise is the best
resolution any business can offer to their customerYour warranty through Bobs
Discount Furniture provides coverage for manufacturing defects only and the
service we provided to you was done out of consideration and courtesy
At this time
and because Bobs really is the most caring furniture retailer in the business
we can work above and beyond to make an exception and offer you the following
options for resolution (you may respond to me through this communication
channel or contact our Customer Care Department -###-###-####- to accept one
of these options for resolution):
Option
#1: We can cancel the pending service call and provide you with a factory
fresh replacement of the current sofa you haveAs another courtesy to you we will
cover the cost of delivering your new item and removing the current item in
your home
-OR-
Option
#2: We can cancel the pending service call and provide you with a store
credit so that you can pick another living room setAs another courtesy to you
we will cover the cost of delivering your new item and removing the current
item in your home
Thank you
for your time Lisa and I am so sorry again that you are dealing with any stress
associated with your furnishings,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison