Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apologyWe have not heard directly back from our
customer since
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘*** ***’
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘*** ***’
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through (***)
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 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
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!
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 ***
We are very sorry if you feel that there has been a lack of communication from your store. I looked into your account and see that the store has called you several times and it goes straight to voicemail. I spoke to the manager and he said he has left you several messages and has not heard back from you. The ottoman you ordered is no longer available, we would need to either have you pick out something else or refund you the money, and for either scenario we would need you to call the storePlease call them at ###-###-#### and when you hear Bob’s voice hit Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Afternoon ***,I apologize that the sofa has failed to meet your quality expectationsI attempted to research your account but was unsuccessful locating your purchasePlease forward the name, customer master or order number for the sofa identified in this complaint along
with a 1-photosOnce received, I will follwith you.Thanks,*** **
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">
Please pass on my sincerest
apologies to *** for the inconveniences we caused him and his family during
his purchase with usWe do understand the importance of keeping our agreed
upon commitments and we assure our customer that these failures he has had to
deal with are not the way we operate our businessWhile we do not deny
that we have complaints regarding our delivery service, we successfully
complete over 2,deliveries a day as a companyLike many other retailers we
do make mistakes however we take ownership for our mistakes and work at full
capacity to rectify our customer’s concerns when they arise
I am very sorry that *** had
a less than satisfactory experience with us and our records do indicate (as of
today 5.21.2014) that we have worked above and beyond our policies to
satisfy *** by providing him with a refund of his delivery feeOur
compensation is normally provided to our customers in the form of a Bobs
Discount Furniture Gift Card as we wish to earn their trust backAs ***
has received a monetary refund as a form of our apologies we are unable to
offer more compensation at this time
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">While we truly appreciate your continued efforts to help us
earn our customer’s trust back, due to multiple errors on our part, it is in
the customer’s best interest that we attempt to reach out to them directly in
this scenarioI did try to call the daytime phone number listed here first
however the number leads to a school directory and I was unable to get thru to
this customer via that lineI did leave the customer a voicemail on the second
number listed here and have also used another channel to seek direct
communication
I have included an
email response I sent directly to the customer this morning (1.29.2015) for
your review (below)Please use this communication as our current response to
this complaint
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
*** ** *** ** *** *** *** *** ***
Good Morning ***
My name is *** *** and I work for Bobs Discount Furniture as a Customer Care Corporate
LiaisonI am so sorry for the disappointment you are experiencing while
seeking to get the last piece of your sectional in its original expected
conditionI assure you that we consider our customers to be the most important
part of our growing business and that it was never our intention to continually
make errors that have led to your current level of aggravationWe do want to
make any failures we have caused right by you and earn your satisfaction
I tried to reach out to you by phone this morning and was
able to leave you a voicemail at *** ***I felt it necessary to reach
out to you via email as well to ensure that you were provided with my direct
contact informationI can be reached via telephone at *** or by this
email address, which ever conduit of communication works best for youIf you
would prefer to use the mediation services the Revdex.com provides I do understand why
and will also forward a copy of this email to you thru that channel
The current records associated with your account leave more
information to be desired and I am truly sorry again for the obvious clerical
errors on our part that have caused this confusionIn example, your account is
showing me that we have a team coming to pick up an armless recliner from you
tomorrow (1.30.2015) however no new delivery of the replacement armless
recliner is scheduled to occur until I find this odd because most of
our customers would opt to take an exchange on the same day and not break it up
into two different deliveriesI wanted to speak with you first to ensure that
this was a mistake on our end prior to canceling anything that you currently
have scheduled for the near future
I understand and acknowledge the reasons why you are
requesting a monetary refund via your complaint to the Revdex.com at this point and
should you wish to cancel any future delivery attempts of this remaining
sectional piece I can discuss a partial refund offer for resolution with you
that will also allow you to keep the current merchandise you have
I look forward to your response to me via telephone or
email so that I can provide you with the appropriate amount of care you most
certainly deserve
I apologize again that these concerns have taken up so much
of your valuable time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted *** today (10.7.2014) and agreed on compensation
in part monetary form and part Bobs Discount Furniture Gift Card formWe truly
appreciate our customer’s extreme patience and willingness to work with us
after we caused so much disappointment
We genuinely apologize that there was any frustration or
inconvenience associated with *** purchase and we pledge to *** that
ensuring our customers are satisfied has always been the most important part of
our business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
1) there are small cracks in the table as well its NOT just the matter of coming to fix the goof proof where I messed upThere is more to it than thatYou should have records in records to who I spoke to last because she noted the accountThe reason I didn't contact goof is because it was your customer service that suggested I fight through BBC to get either the set replaced or my money backStephanie I'd be happy to speak to you directly instead of going back and forthMy # is ###-###-####I either want the set replaced OR my money back The furniture you sell is not quality furniture and should not be soldPlease also send an email to send picturesAlso my husband made a good point if you replace only the chairs they could clash with the table
Sincerely,
*** And *** ***
Complaint: ***
I am rejecting this response because:
I am not sure who to trust or whose word to take on the warranty informationThe first customer service person to whom I spoke said that the warranty was just yearThe next 3-customer service persons said that it was years for bonded leather and that it expired in January I spoke to a manager in the Customer service team and even she mentioned that it was years and that it expired in January Then I spoke to a store manager in *** Bob's location and they mentioned that it is years for bonded leather and now I am being told again that the warranty is just year and that it had expired years agoSo I am not sure who to trust or whose word to takeBob's Discount furniture had changed their plan from Bob's Goof Proof Protection plan to Goof Proof Plus plan in April (Information I got from customer service)As per the initial plan the manufacturer warranty would be years which was changed to years in the Goof Proof Plus planNow this was just months after me purchasing furniture from themI purchased the furniture in January So if they change something in the middle of a year then I would expect that they would atleast cover the customers who bought in the same yearNow the price for both plans was the same and the furniture was the sameWhen I asked the same thing to the customer service they said that they called all customers and were provided an option to switch over to the new Goof Proof Plus plan but I never received any call from any Bob's customer service team till dateHad I received that call, I would have changed my plan and would not have to go through all this as the furniture would have been covered and would have been replaced by now.
The statements in the initial resolution were very misleadingIt said "If I choose to reselect sofa of different material then you would offer me 60% store credit"But it was not mentioned that no matter what I choose I would only get 60% store creditThis should have been clearly mentioned so that there would have been no chance for confusion or mislead. I read that resolution like 15-times to understand what it was saying and finally came to that conclusionSo its not my fault for thinking that wayThe response should have been more clear.
I have referred more than customers to Bob's as I like the furniture a lot and all those customers have bought furniture from youThe first time I had an issue with my furniture and the very first time I call customer service I am facing all these issuesHow can I refer any more people to you if this is the kind of customer service I would get?
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer yesterday (8.27.2014) and made an
agreement on an option for resolutionOur customer will be visiting our
showroom to select a new set with a credit that we have provided her as a
courtesyWe are deeply sorry for any feelings of frustration and alarm our
customer’s product has caused and are grateful for our customer’s willingness
to work with us in settling on a fair option for recourse
Thank You,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care 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
Please see concerns below
*** ** ***
In reply to your recent email through the Revdex.com
I would first like to say that I find it rather convenient of yourself to being surprised that I have not contacted you directly via phoneIt is clear to me that you would conveniently prefer to deal with this matter behind closed doorsHaving someone oversee your incompetence would be extremely uncomfortable for youWhile you pretend to show a sincere concern about our current dilemma, I personally feel that your kindness is more geared to somehow reinstate your integrity and poor work ethics of your business
Directly below in bold, you will find I copied and pasted a portion of your previous reply as it pertains to your process of "Special Inspection"....
Please know that a special inspection of merchandise does not indicate that we will remove the fabric of an item and look at its “insides”Bobs Discount Furniture certainly takes responsibility for the product concerns you are experiencing however Bobs Discount Furniture does not build these foundationsAs the retailer we have inspected that the foundation, prior to it leaving our distribution center, seeing that it is in showroom conditionWe have verified during this inspection that it is in good condition but we would never rip apart a product (tearing back the foundations cover) to inspect its insides prior to sending it outThere is a certain trust that must be obtained through a business and its manufacturers that the product is being built soundly each time off the assembly lineWe would not rip apart material from your item prior to sending it out as we would not want to interfere with the structural integrity we expect to be there to begin withThere are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response
Bobs wants to honor our original promise to you by providing you with the merchandise you purchased from us in good conditionRegretfully we would be unable to provide you with the merchandise, a refund on that merchandise, and honor the manufacturing warranty associated with that merchandiseWe can certainly discuss monetary compensation in the form of refunding your original delivery fee and additional compensation as a further apology after you are completely satisfied with this merchandiseI completely understand if you have no confidence in our ability to bring you a sound foundation so while it is beyond our policies to do so I can also offer to remove the bedding set you have purchased from us (mattress & foundation) for a refund if you’d like to purchase a set of bedding you can have more confidence inAs much as I’d like to regain your trust in our foundations and prove to you that we are a business based on integrity the level of aggravation you are communicating gives me the impression that I may not be able to accomplish such a goal
Please let me know how you would like to precede *** and I apologize again that we have continued to disappoint you
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
In reply to your "Special Inspection Policies"Once again, I find it convenient of you to claim that your inspection of merchandise does not include removing fabric and looking at its insidesWhile you claim that you want to keep the integrity to your business partners oppose to not questioning there work ethic, it is clear to me that someone is clearly dropping the ballIf I was in business with someone who was practicing dissatisfactory work ethics, I would very much question if we should be in business with each otherThe fact of the matter is that your relation with this manufacturer is a reflection of your business as a wholeWhether or not it is Bobs Discount furniture or their close associate of manufacturing furniture, your business comes across as suspect, incompetent, and unprofessionalI would make it my business to cut ties with any shady business partners I was working with
Furthermore, I found one of your other comments even more pathetic
Quote - *** ** *** - In Bold: "There are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response."
Surely, there is a possibility for a box spring to get torn or ripped during transit, especially if you have a unprofessional delivery team who could care less if they damage something in the process of deliveryWhile that has some truth to it, it is extremely pathetic for you to imply that the condition in which we received our box spring would have happened during transitA jagged and broken off piece of wood nailed in a diagonal fashion to the underside assembly of a box spring surely didn't happen during transitEven if this was a slim possibility, there would've been an additional piece of wood found insideThis was a clear cut case of your Manufacturer trying to put a Band-Aid on a problem and pawning it out to the next clientRemember we had deliveries of Box-springs and this speaks volumes of the shady nature of your business as a wholeThis entire experience has taught me a painful lesson in purchasing from Bobs Discount Furniture in the future.
While this whole inconvenient experience has been a nightmare I very much want to resolve the situation and get this over withJust yesterday we received our replacement box springI made it my business to inspect the merchandise thoroughlyTo my surprise the box spring was actually in respectable condition unlike the last box springs that were deliveredI did not tear apart the underside fabric to check for ratchet pieces of broken woodHopefully, this box spring will prove to be a more respectable and durable oneI can only hope that the box spring actually holds up more then six monthsWhile you all have an year warranty on the bedding we purchased, who would want to be going through this process every months to a year.
At this point, I am willing to accept the offer you noted in the previous emailYou offered to refund my delivery fee as well as compensate us with additional monetary fundsWhile this seems acceptable, you did not clarify the amount you would be refunding for our delivery and the amount of the additional monetary funds? Kindly please clarify this and be mindful that we would like to have this resolved ASAPI do not want this dragging on for another few weeksPlease clarify the exact amount and total refund and please let us know how long this process is going to take?
Sincerely,
*** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry that you are experiencing stock concerns
with the merchandise you have selected from our showroomI assure you that if
the stock availability was at all within our control you would have your merchandise
on the initial delivery date we agreed upon with youRegretfully we are the
retailer in this situation and are at the mercy of the overseas manufacturer
who builds the product you have selectedOur inventory system runs nightly and
when you placed your order we had full confidence that the container shipment
coming from the vendor would be here in time for the agreed upon dateAgain I
am so sorry that you are being disappointed by the delay in replenishment, we
are just as disappointed as you are
We are unable to offer you a refund of the delivery fee you
paid us due to the fact that we have successfully delivered product to you once
(9.11.2014) and are coming out to you again (at no additional charge) when we
physically have your merchandiseThe fact is that Bobs Discount Furniture is
covering the cost of paying our delivery teams, gassing our trucks, and compensating
our warehouse professionals twice when you have only been charged onceBobs
Discount Furniture is already making a strong effort to ensure that the unfortunate
news all parties were shocked by is made right to our customer
I apologize again that you are being asked to wait at all *** and we will certainly contact you if we receive the incoming shipment
sooner than currently expected
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
size="3">We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what they opted to
complete at our store
Bobs Discount Furniture operates on core values such as
transparency, honesty, and integrityWe would never initiate and follow thru
on a sale to any consumer that involved an injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Times New Roman"Times New Roman";">Good Morning Revdex.com-
We received this customer’s concern through another
avenue. The concern has been addressed
and this customer and we have offered them a reselection credit
Please let us know if there are any other questions or
concerns
Sincerely,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies to our customer for the
continued disappointment that has been experienced with these chairs and the
chairs prior
As the customer has provided us with multiple opportunities
to make these concerns right and we continually let them down the request for
refund is reasonable and acknowledged as the fairest way we can satisfy our
customer at this time
We have created the transaction to have the current chairs
(2) removed from the home for a refundOnce the chairs are fully checked back
into our distribution center the funds will be returned to the customer’s
original method of payment
Please have this customer contact us to schedule a date that
works best for them to have these chairs removedWe can be contacted at
*** (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference
the customer may provide this return for refund number:
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: 1***
I am rejecting this response because:
While I understand what the policy is the representative provided me a dollar amount for the store credit and stated that I would receive free delivery I should receive the dollar amount verbally provided to my by PharrelWe are arguing over $that your rep informed me I would get in store credit At this time I am still looking for the full credit $including free deliveryWe were thrilled to purchase a new living set from Bob's We even found it awesome that they stood behind their product when it broke We have lost the excitement about Bob's and will be sure to share with everyone and everyone our dissatisfaction We know our initial purchase is not a lot for you to loose but we are confident that we will not be back to finish furnishing our new home We will also ensure that no one that we know shops or purchases from Bob's
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome The bank where the check was cashed is
conducting a fraud investigation. This
is no longer in Bob’s Discount Furniture hands.
The check was issued to the address on file; it was cashed on 11/30/15. The bank will continue to conduct their
investigation to determine if fraud has been committed.
We have provided this customer with all necessary documentation
from the bank. This customer should
reach out to the bank for further information
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have reached out to this customer via email and have been
communicating about resolving this customer’s concern by picking up the
merchandise on and providing a Gift Card to Bobs Discount Furniture
Stores as a further form of apologyWe have not heard directly back from our
customer since
My understanding is that our customer is apprehensive on
accepting compensation in the form of a gift card and is still inquiring about
the deposit she put down with a third party company called ‘*** ***’
Monetary funds were never transferred from the customer to Bobs Discount
Furniture from this sales order therefore Bobs Discount Furniture is not
permitted to offer an apology in the form of monetary funds back to this
customer
We are acting as a Liaison in this case and doing our best
to work with our customer while honoring the agreements she signed with the
third party vendor ‘*** ***’
Please reach out to the customer and ask that she respond to
us again thru this Revdex.com or via the email address she has been communicating
through (***)
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 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
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!
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 ***
We are very sorry if you feel that there has been a lack of communication from your store. I looked into your account and see that the store has called you several times and it goes straight to voicemail. I spoke to the manager and he said he has left you several messages and has not heard back from you. The ottoman you ordered is no longer available, we would need to either have you pick out something else or refund you the money, and for either scenario we would need you to call the storePlease call them at ###-###-#### and when you hear Bob’s voice hit Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Afternoon ***,I apologize that the sofa has failed to meet your quality expectationsI attempted to research your account but was unsuccessful locating your purchasePlease forward the name, customer master or order number for the sofa identified in this complaint along
with a 1-photosOnce received, I will follwith you.Thanks,*** **
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">
Please pass on my sincerest
apologies to *** for the inconveniences we caused him and his family during
his purchase with usWe do understand the importance of keeping our agreed
upon commitments and we assure our customer that these failures he has had to
deal with are not the way we operate our businessWhile we do not deny
that we have complaints regarding our delivery service, we successfully
complete over 2,deliveries a day as a companyLike many other retailers we
do make mistakes however we take ownership for our mistakes and work at full
capacity to rectify our customer’s concerns when they arise
I am very sorry that *** had
a less than satisfactory experience with us and our records do indicate (as of
today 5.21.2014) that we have worked above and beyond our policies to
satisfy *** by providing him with a refund of his delivery feeOur
compensation is normally provided to our customers in the form of a Bobs
Discount Furniture Gift Card as we wish to earn their trust backAs ***
has received a monetary refund as a form of our apologies we are unable to
offer more compensation at this time
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">While we truly appreciate your continued efforts to help us
earn our customer’s trust back, due to multiple errors on our part, it is in
the customer’s best interest that we attempt to reach out to them directly in
this scenarioI did try to call the daytime phone number listed here first
however the number leads to a school directory and I was unable to get thru to
this customer via that lineI did leave the customer a voicemail on the second
number listed here and have also used another channel to seek direct
communication
I have included an
email response I sent directly to the customer this morning (1.29.2015) for
your review (below)Please use this communication as our current response to
this complaint
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
*** ** *** ** *** *** *** *** ***
Good Morning ***
My name is *** *** and I work for Bobs Discount Furniture as a Customer Care Corporate
LiaisonI am so sorry for the disappointment you are experiencing while
seeking to get the last piece of your sectional in its original expected
conditionI assure you that we consider our customers to be the most important
part of our growing business and that it was never our intention to continually
make errors that have led to your current level of aggravationWe do want to
make any failures we have caused right by you and earn your satisfaction
I tried to reach out to you by phone this morning and was
able to leave you a voicemail at *** ***I felt it necessary to reach
out to you via email as well to ensure that you were provided with my direct
contact informationI can be reached via telephone at *** or by this
email address, which ever conduit of communication works best for youIf you
would prefer to use the mediation services the Revdex.com provides I do understand why
and will also forward a copy of this email to you thru that channel
The current records associated with your account leave more
information to be desired and I am truly sorry again for the obvious clerical
errors on our part that have caused this confusionIn example, your account is
showing me that we have a team coming to pick up an armless recliner from you
tomorrow (1.30.2015) however no new delivery of the replacement armless
recliner is scheduled to occur until I find this odd because most of
our customers would opt to take an exchange on the same day and not break it up
into two different deliveriesI wanted to speak with you first to ensure that
this was a mistake on our end prior to canceling anything that you currently
have scheduled for the near future
I understand and acknowledge the reasons why you are
requesting a monetary refund via your complaint to the Revdex.com at this point and
should you wish to cancel any future delivery attempts of this remaining
sectional piece I can discuss a partial refund offer for resolution with you
that will also allow you to keep the current merchandise you have
I look forward to your response to me via telephone or
email so that I can provide you with the appropriate amount of care you most
certainly deserve
I apologize again that these concerns have taken up so much
of your valuable time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted *** today (10.7.2014) and agreed on compensation
in part monetary form and part Bobs Discount Furniture Gift Card formWe truly
appreciate our customer’s extreme patience and willingness to work with us
after we caused so much disappointment
We genuinely apologize that there was any frustration or
inconvenience associated with *** purchase and we pledge to *** that
ensuring our customers are satisfied has always been the most important part of
our business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
1) there are small cracks in the table as well its NOT just the matter of coming to fix the goof proof where I messed upThere is more to it than thatYou should have records in records to who I spoke to last because she noted the accountThe reason I didn't contact goof is because it was your customer service that suggested I fight through BBC to get either the set replaced or my money backStephanie I'd be happy to speak to you directly instead of going back and forthMy # is ###-###-####I either want the set replaced OR my money back The furniture you sell is not quality furniture and should not be soldPlease also send an email to send picturesAlso my husband made a good point if you replace only the chairs they could clash with the table
Sincerely,
*** And *** ***
Complaint: ***
I am rejecting this response because:
I am not sure who to trust or whose word to take on the warranty informationThe first customer service person to whom I spoke said that the warranty was just yearThe next 3-customer service persons said that it was years for bonded leather and that it expired in January I spoke to a manager in the Customer service team and even she mentioned that it was years and that it expired in January Then I spoke to a store manager in *** Bob's location and they mentioned that it is years for bonded leather and now I am being told again that the warranty is just year and that it had expired years agoSo I am not sure who to trust or whose word to takeBob's Discount furniture had changed their plan from Bob's Goof Proof Protection plan to Goof Proof Plus plan in April (Information I got from customer service)As per the initial plan the manufacturer warranty would be years which was changed to years in the Goof Proof Plus planNow this was just months after me purchasing furniture from themI purchased the furniture in January So if they change something in the middle of a year then I would expect that they would atleast cover the customers who bought in the same yearNow the price for both plans was the same and the furniture was the sameWhen I asked the same thing to the customer service they said that they called all customers and were provided an option to switch over to the new Goof Proof Plus plan but I never received any call from any Bob's customer service team till dateHad I received that call, I would have changed my plan and would not have to go through all this as the furniture would have been covered and would have been replaced by now.
The statements in the initial resolution were very misleadingIt said "If I choose to reselect sofa of different material then you would offer me 60% store credit"But it was not mentioned that no matter what I choose I would only get 60% store creditThis should have been clearly mentioned so that there would have been no chance for confusion or mislead. I read that resolution like 15-times to understand what it was saying and finally came to that conclusionSo its not my fault for thinking that wayThe response should have been more clear.
I have referred more than customers to Bob's as I like the furniture a lot and all those customers have bought furniture from youThe first time I had an issue with my furniture and the very first time I call customer service I am facing all these issuesHow can I refer any more people to you if this is the kind of customer service I would get?
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer yesterday (8.27.2014) and made an
agreement on an option for resolutionOur customer will be visiting our
showroom to select a new set with a credit that we have provided her as a
courtesyWe are deeply sorry for any feelings of frustration and alarm our
customer’s product has caused and are grateful for our customer’s willingness
to work with us in settling on a fair option for recourse
Thank You,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care 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
Please see concerns below
*** ** ***
In reply to your recent email through the Revdex.com
I would first like to say that I find it rather convenient of yourself to being surprised that I have not contacted you directly via phoneIt is clear to me that you would conveniently prefer to deal with this matter behind closed doorsHaving someone oversee your incompetence would be extremely uncomfortable for youWhile you pretend to show a sincere concern about our current dilemma, I personally feel that your kindness is more geared to somehow reinstate your integrity and poor work ethics of your business
Directly below in bold, you will find I copied and pasted a portion of your previous reply as it pertains to your process of "Special Inspection"....
Please know that a special inspection of merchandise does not indicate that we will remove the fabric of an item and look at its “insides”Bobs Discount Furniture certainly takes responsibility for the product concerns you are experiencing however Bobs Discount Furniture does not build these foundationsAs the retailer we have inspected that the foundation, prior to it leaving our distribution center, seeing that it is in showroom conditionWe have verified during this inspection that it is in good condition but we would never rip apart a product (tearing back the foundations cover) to inspect its insides prior to sending it outThere is a certain trust that must be obtained through a business and its manufacturers that the product is being built soundly each time off the assembly lineWe would not rip apart material from your item prior to sending it out as we would not want to interfere with the structural integrity we expect to be there to begin withThere are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response
Bobs wants to honor our original promise to you by providing you with the merchandise you purchased from us in good conditionRegretfully we would be unable to provide you with the merchandise, a refund on that merchandise, and honor the manufacturing warranty associated with that merchandiseWe can certainly discuss monetary compensation in the form of refunding your original delivery fee and additional compensation as a further apology after you are completely satisfied with this merchandiseI completely understand if you have no confidence in our ability to bring you a sound foundation so while it is beyond our policies to do so I can also offer to remove the bedding set you have purchased from us (mattress & foundation) for a refund if you’d like to purchase a set of bedding you can have more confidence inAs much as I’d like to regain your trust in our foundations and prove to you that we are a business based on integrity the level of aggravation you are communicating gives me the impression that I may not be able to accomplish such a goal
Please let me know how you would like to precede *** and I apologize again that we have continued to disappoint you
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
In reply to your "Special Inspection Policies"Once again, I find it convenient of you to claim that your inspection of merchandise does not include removing fabric and looking at its insidesWhile you claim that you want to keep the integrity to your business partners oppose to not questioning there work ethic, it is clear to me that someone is clearly dropping the ballIf I was in business with someone who was practicing dissatisfactory work ethics, I would very much question if we should be in business with each otherThe fact of the matter is that your relation with this manufacturer is a reflection of your business as a wholeWhether or not it is Bobs Discount furniture or their close associate of manufacturing furniture, your business comes across as suspect, incompetent, and unprofessionalI would make it my business to cut ties with any shady business partners I was working with
Furthermore, I found one of your other comments even more pathetic
Quote - *** ** *** - In Bold: "There are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response."
Surely, there is a possibility for a box spring to get torn or ripped during transit, especially if you have a unprofessional delivery team who could care less if they damage something in the process of deliveryWhile that has some truth to it, it is extremely pathetic for you to imply that the condition in which we received our box spring would have happened during transitA jagged and broken off piece of wood nailed in a diagonal fashion to the underside assembly of a box spring surely didn't happen during transitEven if this was a slim possibility, there would've been an additional piece of wood found insideThis was a clear cut case of your Manufacturer trying to put a Band-Aid on a problem and pawning it out to the next clientRemember we had deliveries of Box-springs and this speaks volumes of the shady nature of your business as a wholeThis entire experience has taught me a painful lesson in purchasing from Bobs Discount Furniture in the future.
While this whole inconvenient experience has been a nightmare I very much want to resolve the situation and get this over withJust yesterday we received our replacement box springI made it my business to inspect the merchandise thoroughlyTo my surprise the box spring was actually in respectable condition unlike the last box springs that were deliveredI did not tear apart the underside fabric to check for ratchet pieces of broken woodHopefully, this box spring will prove to be a more respectable and durable oneI can only hope that the box spring actually holds up more then six monthsWhile you all have an year warranty on the bedding we purchased, who would want to be going through this process every months to a year.
At this point, I am willing to accept the offer you noted in the previous emailYou offered to refund my delivery fee as well as compensate us with additional monetary fundsWhile this seems acceptable, you did not clarify the amount you would be refunding for our delivery and the amount of the additional monetary funds? Kindly please clarify this and be mindful that we would like to have this resolved ASAPI do not want this dragging on for another few weeksPlease clarify the exact amount and total refund and please let us know how long this process is going to take?
Sincerely,
*** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry that you are experiencing stock concerns
with the merchandise you have selected from our showroomI assure you that if
the stock availability was at all within our control you would have your merchandise
on the initial delivery date we agreed upon with youRegretfully we are the
retailer in this situation and are at the mercy of the overseas manufacturer
who builds the product you have selectedOur inventory system runs nightly and
when you placed your order we had full confidence that the container shipment
coming from the vendor would be here in time for the agreed upon dateAgain I
am so sorry that you are being disappointed by the delay in replenishment, we
are just as disappointed as you are
We are unable to offer you a refund of the delivery fee you
paid us due to the fact that we have successfully delivered product to you once
(9.11.2014) and are coming out to you again (at no additional charge) when we
physically have your merchandiseThe fact is that Bobs Discount Furniture is
covering the cost of paying our delivery teams, gassing our trucks, and compensating
our warehouse professionals twice when you have only been charged onceBobs
Discount Furniture is already making a strong effort to ensure that the unfortunate
news all parties were shocked by is made right to our customer
I apologize again that you are being asked to wait at all *** and we will certainly contact you if we receive the incoming shipment
sooner than currently expected
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
size="3">We apologize for any disappointment the customer is
experiencing with their recent purchase from our ‘Pit’ locationWe also
apologize about the alleged items that the customer cites to have located in the
merchandise when performing a more detailed inspection then what they opted to
complete at our store
Bobs Discount Furniture operates on core values such as
transparency, honesty, and integrityWe would never initiate and follow thru
on a sale to any consumer that involved an injusticeFollowing the
operations of our ‘Pit’ locations the customer would have viewed the exact
piece that they were agreeing to purchase and take with them from the ‘Pit’
locationThis particular living room set was sold by our company for several
years and this particular model could have been one of our showroom floor
models (items go to our ‘Pit’ locations when they are discontinued from our
active sales lineup), this means that this set would have been routinely sitting
on display day in and day out in one of our show rooms These items were most likely sat on by
hundreds of customers who visited the Bobs showroom to purchase or just to
lookPlease note that this estimate of timeline in the showroom does not
include the additional time these items spent being viewed and sat on within
this specific ‘Pit’ locationThe reasoning we provided our customer with
remains soundAs we have several showrooms in CT, this set could have come
from any of those showrooms and we do not keep active/detailed records for travel
in association with furniture from our ‘Pit’ locations
The customer paid $less than retail price to acquire
this merchandise and agreed to the associated terms and conditions of this
purchase at the time of saleAs a business we have not failed our customer and
stand behind the fact that any type of wear or tear associated with this
item allowed the customer to obtain the pieces at the disclosed discount rate
and ‘As Is’ declaration
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Times New Roman"Times New Roman";">Good Morning Revdex.com-
We received this customer’s concern through another
avenue. The concern has been addressed
and this customer and we have offered them a reselection credit
Please let us know if there are any other questions or
concerns
Sincerely,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies to our customer for the
continued disappointment that has been experienced with these chairs and the
chairs prior
As the customer has provided us with multiple opportunities
to make these concerns right and we continually let them down the request for
refund is reasonable and acknowledged as the fairest way we can satisfy our
customer at this time
We have created the transaction to have the current chairs
(2) removed from the home for a refundOnce the chairs are fully checked back
into our distribution center the funds will be returned to the customer’s
original method of payment
Please have this customer contact us to schedule a date that
works best for them to have these chairs removedWe can be contacted at
*** (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference
the customer may provide this return for refund number:
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: 1***
I am rejecting this response because:
While I understand what the policy is the representative provided me a dollar amount for the store credit and stated that I would receive free delivery I should receive the dollar amount verbally provided to my by PharrelWe are arguing over $that your rep informed me I would get in store credit At this time I am still looking for the full credit $including free deliveryWe were thrilled to purchase a new living set from Bob's We even found it awesome that they stood behind their product when it broke We have lost the excitement about Bob's and will be sure to share with everyone and everyone our dissatisfaction We know our initial purchase is not a lot for you to loose but we are confident that we will not be back to finish furnishing our new home We will also ensure that no one that we know shops or purchases from Bob's
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome The bank where the check was cashed is
conducting a fraud investigation. This
is no longer in Bob’s Discount Furniture hands.
The check was issued to the address on file; it was cashed on 11/30/15. The bank will continue to conduct their
investigation to determine if fraud has been committed.
We have provided this customer with all necessary documentation
from the bank. This customer should
reach out to the bank for further information
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison