Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from Bob’sI believe that this has not been properly
communicated to this customer
I see that there are the purchases made in November
and March 2013. At the time the
sale was created the customer purchased *** ***. Please see attached a copy of the *** ***
flyer that would have been given to the customer at the time of purchase
*** *** gave the customer a five year
protection plan against any damages resulting from a single accident. This is through a company named
***. When these purchases were made
Bob’s offered a one year warranty against manufacturing defects. That manufacturing warranty has expired on
both of these purchases. The customer is
still covered under the *** *** accidental plan for the Montibello Bar set
Under *** *** all claims must to reported to *** within thirty days of
the damage occurring and must contain within the report how it occurred, when
it occurred, who caused the damage. This
enables *** to verify that it was the result of a single accident or
incident. If this customer has this kind
of damage they certainly should reach out to *** and file a claim. I do not see that any claim has been reported
to *** for this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care 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 *** ***
Unfortunately it has come down to submitting a negative reviewI tried many times in resolving this issue with Bob Stores with no resolutionWe purchased a sectional that we were happy with, this is not the first purchase with Bob's but will be my lastWe work so hard, save and for nothing since we cannot enjoy our entertainment areaIt took us sometime to get the furniture paid with hard work but it falls in deaf earsMercury sectional was purchased and from the beginning we called to complain about the chipping and Flakiness to the leather like material, they never responded and by the time I contacted them again, apparently it was over the time limit they have of repairing such damageIt's sad that Bob's Store do not comply with their honor and service to their loyal customer'sI have voiced my opinion to friends and family and now to the communityShame on you Bob's for not helping me and my family in this situation that I cannot do nothing aboutMy next step is consumer affairs and I will take it from thereI am a community activist in the *** ** area and in the process to writing an article with the *** Times Reporter and see what other newspaper will listen to my story Unhappy prior Bob Store's loyal customer
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your product
and service from usI absolutely understand your frustration and assure you
that Bobs Discount Furniture seeks to resolve our customer’s concerns in the
most effective way possible
I have been working directly with our Parts Manager for several
days and we have diligently been searching our warehouses and even clearance
centers to try and locate this part for you We continually resolve our customer’s concerns
with valuable service optionsA brand new part installation means that you
will be receiving an expert to answer all your questions face-to-face and as you may
already know the furniture industry is an industry of mass production so we may
always accommodate our customers demand for quality choice and valueOne on
one attention for your product translates to me being able to offer you the
focus your product deserves after our failure instead of giving you another
item out of mass productionWe expect every employee at Bob’s to represent our
factory trained professionals as the best option for repairable product concerns
and maintain an immense amount of pride in our technician’s abilitiesThe last
thing we want to do is fail you again and we are confident that once that part
is received and installed into that portion of your sectional you will no
longer experience manufacturing concernsThe last thing we intend to do is
waste more of your time and our technician’s first visit will resolve your
concerns which further converts to no follow up needed on the problem we have
caused youNo follow up needed equals no additional time of yours wasted
I apologize
for the extended wait time on this particular part and if it is completely unbearable
to you we can mail out an extra part that we were able to locate in one of
warehouses during our extensive searchTo our knowledge it is a slightly older
version of the part we currently have on order for you, but because this specific
portion of your sectional was delivered last year we believe that this part
should workIf you would like to try this avenue for a speedier resolution we
can mail this part out to youPlease respond to me through this channel and I can
process this mailing as soon as the following business dayYou should receive it
within a few business days (2-4) and then phone us (###-###-####) to schedule
an installation dateWe will keep the original part order open through the
vendor just in case it is still needed
I apologize
to you again *** and while it is beyond our policies to do so I have
also noted your account that further compensation can be discussed with you,
should you still be unsatisfied after your merchandise concerns have been
solved
Sincerely,
*** ** ***
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
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,
*** ***
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 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,*** **
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 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
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss resolution.
Due to the length of time the customer has been waiting on a resolution
Bob’s is taking over the claim. We have
asked the customer to email a copy of an estimate from a flooring contractor on
what the cost of repairs will be. We
will reach back out to the customer once we have received the estimate and are
able to discuss the restitution.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
*** and the concern we have caused her son during the sale and delivery
process for her bedI spoke with *** today (6.24.2014) via telephone and
confirmed with her that her correct bed is scheduled to be delivered tomorrow
(6.25.2014)I have explained to *** how much we appreciate her extreme
patience with us and I have assured her that our mistakes have not been
intentionalIt is very embarrassing to fail your customer one time, let alone
several times and we are working at full capacity to ensure a successful
delivery for ***
I have also made *** aware that I have placed notes in
her account indicating that while it is not our procedure to do so we
would like the opportunity to discuss compensating her as a further form of
apology with a Bobs Discount Furniture Gift Card once she is fully satisfied
with her merchandise
Thank you
Revdex.com for providing us with the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I received a chair and discovered a week later that it was defectiveI can't get a refund, but only take a chance on getting some other junk, and you won't remove this chair until I doBob's *** *** is worthless because you say you can't repair the chairYou don't have anything else I wantYou won't give a refundYou won't remove the defective chairYou don't care about customer satisfaction, and you have almost complaints and lie about being A+
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim
This customer did file a claim with *** for damages to the sofa and
loveseat. *** covers accidental damages
only. This claim was denied as the
damages were reported with unknown cause/ origin. The customer reported she did not know when
or how the damages occurred. This can
not be accidental
Bob’s sent a technician to the home most recently on
April 29, 2016. This technician reported
that the sofa had damages that are not manufacturing defects. There are damages that were caused in the
home. There is a hole in a seat casing,
there is a hole on the seat decking that the customer put duct tape to cover,
he found the piece is not defective the cushions are up to standards there is
no frame damage, but has not been well maintained. He did submit photos which support his
report. Those photos are attached
*** *** covers the pieces for five years. If there is a manufacturing defect it comes
through Bob’s. If there is an accidental
damage it goes through ***. There
is no coverage for wear. If this
customer would like to purchase seat cores I would be willing to set up a part
order at a discount.
Kindest Regards,
Tracy S***
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
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 ***,
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 Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today (7.15.2014) via phone and
agreed to complete extensive research on his account to determine why he was
charged the additional monies he has cited via this complaintAfter speaking
with ***, I completely agree with his frustrations and have provided him with
my full name and direct contact information in an effort to prove to him that
Bobs cares very much to resolve our customer’s concerns
I will be in constant contact with *** regarding this
concern and will make every effort possible to earn *** trust back in our
business by properly resolving his complaint
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Worst delivery, assembly, and customer serviceWhen my furniture was delivered, they couldn't finish assembling it due to missing partsCustomer service was called and said I had to wait a whole week to finish assembling the bedThe furniture that was assembled wasn't done properlyThe feet to the nightstands dresser and chest were crooked, drawers were wobbly, and the side panel of the bed had been crackedCustomer service did nothing to try to solve the problem after many attemptsIt was lie after lie with them even after speaking with team leaders, managers, and supervisorIn the end I returned the furniture and am waiting for refundThey aren't very good at solving customer concerns, but are good at wasting time and giving stressStay away from Bob's Discount Furniture
Good Morning Revdex.com,
face="Calibri">Our records indicate that our customer has been contacted
directly by our business (-11.21.2015) and offered an avenue for
resolution on this concern
We are truly very embarrassed about the overall poor
interactions the customer and their family members cite to have experienced
during this transaction and we assure our customer that we have taken the
appropriate steps to address these concerns internallyOur greatest loss is
and will remain loosing our customer’s trust in our businessWe do hope our
customer can accept our deepest apologies for our failures
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from Bob’sI believe that this has not been properly
communicated to this customer
I see that there are the purchases made in November
and March 2013. At the time the
sale was created the customer purchased *** ***. Please see attached a copy of the *** ***
flyer that would have been given to the customer at the time of purchase
*** *** gave the customer a five year
protection plan against any damages resulting from a single accident. This is through a company named
***. When these purchases were made
Bob’s offered a one year warranty against manufacturing defects. That manufacturing warranty has expired on
both of these purchases. The customer is
still covered under the *** *** accidental plan for the Montibello Bar set
Under *** *** all claims must to reported to *** within thirty days of
the damage occurring and must contain within the report how it occurred, when
it occurred, who caused the damage. This
enables *** to verify that it was the result of a single accident or
incident. If this customer has this kind
of damage they certainly should reach out to *** and file a claim. I do not see that any claim has been reported
to *** for this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care 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 *** ***
Unfortunately it has come down to submitting a negative reviewI tried many times in resolving this issue with Bob Stores with no resolutionWe purchased a sectional that we were happy with, this is not the first purchase with Bob's but will be my lastWe work so hard, save and for nothing since we cannot enjoy our entertainment areaIt took us sometime to get the furniture paid with hard work but it falls in deaf earsMercury sectional was purchased and from the beginning we called to complain about the chipping and Flakiness to the leather like material, they never responded and by the time I contacted them again, apparently it was over the time limit they have of repairing such damageIt's sad that Bob's Store do not comply with their honor and service to their loyal customer'sI have voiced my opinion to friends and family and now to the communityShame on you Bob's for not helping me and my family in this situation that I cannot do nothing aboutMy next step is consumer affairs and I will take it from thereI am a community activist in the *** ** area and in the process to writing an article with the *** Times Reporter and see what other newspaper will listen to my story Unhappy prior Bob Store's loyal customer
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your product
and service from usI absolutely understand your frustration and assure you
that Bobs Discount Furniture seeks to resolve our customer’s concerns in the
most effective way possible
I have been working directly with our Parts Manager for several
days and we have diligently been searching our warehouses and even clearance
centers to try and locate this part for you We continually resolve our customer’s concerns
with valuable service optionsA brand new part installation means that you
will be receiving an expert to answer all your questions face-to-face and as you may
already know the furniture industry is an industry of mass production so we may
always accommodate our customers demand for quality choice and valueOne on
one attention for your product translates to me being able to offer you the
focus your product deserves after our failure instead of giving you another
item out of mass productionWe expect every employee at Bob’s to represent our
factory trained professionals as the best option for repairable product concerns
and maintain an immense amount of pride in our technician’s abilitiesThe last
thing we want to do is fail you again and we are confident that once that part
is received and installed into that portion of your sectional you will no
longer experience manufacturing concernsThe last thing we intend to do is
waste more of your time and our technician’s first visit will resolve your
concerns which further converts to no follow up needed on the problem we have
caused youNo follow up needed equals no additional time of yours wasted
I apologize
for the extended wait time on this particular part and if it is completely unbearable
to you we can mail out an extra part that we were able to locate in one of
warehouses during our extensive searchTo our knowledge it is a slightly older
version of the part we currently have on order for you, but because this specific
portion of your sectional was delivered last year we believe that this part
should workIf you would like to try this avenue for a speedier resolution we
can mail this part out to youPlease respond to me through this channel and I can
process this mailing as soon as the following business dayYou should receive it
within a few business days (2-4) and then phone us (###-###-####) to schedule
an installation dateWe will keep the original part order open through the
vendor just in case it is still needed
I apologize
to you again *** and while it is beyond our policies to do so I have
also noted your account that further compensation can be discussed with you,
should you still be unsatisfied after your merchandise concerns have been
solved
Sincerely,
*** ** ***
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
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,
*** ***
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 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,*** **
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 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
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss resolution.
Due to the length of time the customer has been waiting on a resolution
Bob’s is taking over the claim. We have
asked the customer to email a copy of an estimate from a flooring contractor on
what the cost of repairs will be. We
will reach back out to the customer once we have received the estimate and are
able to discuss the restitution.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
*** and the concern we have caused her son during the sale and delivery
process for her bedI spoke with *** today (6.24.2014) via telephone and
confirmed with her that her correct bed is scheduled to be delivered tomorrow
(6.25.2014)I have explained to *** how much we appreciate her extreme
patience with us and I have assured her that our mistakes have not been
intentionalIt is very embarrassing to fail your customer one time, let alone
several times and we are working at full capacity to ensure a successful
delivery for ***
I have also made *** aware that I have placed notes in
her account indicating that while it is not our procedure to do so we
would like the opportunity to discuss compensating her as a further form of
apology with a Bobs Discount Furniture Gift Card once she is fully satisfied
with her merchandise
Thank you
Revdex.com for providing us with the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I received a chair and discovered a week later that it was defectiveI can't get a refund, but only take a chance on getting some other junk, and you won't remove this chair until I doBob's *** *** is worthless because you say you can't repair the chairYou don't have anything else I wantYou won't give a refundYou won't remove the defective chairYou don't care about customer satisfaction, and you have almost complaints and lie about being A+
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim
This customer did file a claim with *** for damages to the sofa and
loveseat. *** covers accidental damages
only. This claim was denied as the
damages were reported with unknown cause/ origin. The customer reported she did not know when
or how the damages occurred. This can
not be accidental
Bob’s sent a technician to the home most recently on
April 29, 2016. This technician reported
that the sofa had damages that are not manufacturing defects. There are damages that were caused in the
home. There is a hole in a seat casing,
there is a hole on the seat decking that the customer put duct tape to cover,
he found the piece is not defective the cushions are up to standards there is
no frame damage, but has not been well maintained. He did submit photos which support his
report. Those photos are attached
*** *** covers the pieces for five years. If there is a manufacturing defect it comes
through Bob’s. If there is an accidental
damage it goes through ***. There
is no coverage for wear. If this
customer would like to purchase seat cores I would be willing to set up a part
order at a discount.
Kindest Regards,
Tracy S***
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
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 ***,
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 Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today (7.15.2014) via phone and
agreed to complete extensive research on his account to determine why he was
charged the additional monies he has cited via this complaintAfter speaking
with ***, I completely agree with his frustrations and have provided him with
my full name and direct contact information in an effort to prove to him that
Bobs cares very much to resolve our customer’s concerns
I will be in constant contact with *** regarding this
concern and will make every effort possible to earn *** trust back in our
business by properly resolving his complaint
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Worst delivery, assembly, and customer serviceWhen my furniture was delivered, they couldn't finish assembling it due to missing partsCustomer service was called and said I had to wait a whole week to finish assembling the bedThe furniture that was assembled wasn't done properlyThe feet to the nightstands dresser and chest were crooked, drawers were wobbly, and the side panel of the bed had been crackedCustomer service did nothing to try to solve the problem after many attemptsIt was lie after lie with them even after speaking with team leaders, managers, and supervisorIn the end I returned the furniture and am waiting for refundThey aren't very good at solving customer concerns, but are good at wasting time and giving stressStay away from Bob's Discount Furniture
Good Morning Revdex.com,
face="Calibri">Our records indicate that our customer has been contacted
directly by our business (-11.21.2015) and offered an avenue for
resolution on this concern
We are truly very embarrassed about the overall poor
interactions the customer and their family members cite to have experienced
during this transaction and we assure our customer that we have taken the
appropriate steps to address these concerns internallyOur greatest loss is
and will remain loosing our customer’s trust in our businessWe do hope our
customer can accept our deepest apologies for our failures