Complaint: ***
I am rejecting this response because:
While we appreciate the offer to refund 40% of the purchase price we must reject the offer until we have clarification on:
The actual amount being offeredWe also wish to have the amount of warranty refunded as we were told by the associate that it covered ALL states and included stains, rips, tears, spills and cracking and peeling and we have now noticed the cracking and peeling option ( known as "d" under specific coverages) was omitted from our purchaseAlso nowhere in said warranty does it state that to use the warranty the purchaser must be local to a bobsAll states means all statesWe asked about a replacement in the event we were not local to a Bob's and were told the amount of the damaged item could be applied towards the purchase of a new item at a comparable priceWhile we respect that you have a business to run, we have a family to run and driving miles round trip to pick out a new set and then driving another round trip to pick it up when it comes in is not feasibleAs we told the associate that we were moving (and to where) it should have been mentioned that we would be responsible for that drive if we needed a replacement and honestly should never have offered the warranty knowing it couldn't be enforced.
We would also like to ask for at least 50% of the TOTAL purchase price (plus warrnty in full and including taxes and fees) to be returnedWe have been told that the set it question is one no longer ordered by Bob's due to the amount of issues like the ones we are currently havingThe set may be years old but no one intends to only have furniture for years We purchase furniture based on price and durability during movesAs a military family with one income spending $1200-on furniture every 2-years isn't feasible, especially when that furniture should last and we have a warranty!
Also, the original method of payment cannot be refunded as the card was compromised and we have had to get a new accountWe are not comfortable giving out our account information so we will need any refund remitted to be in check form.
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** *** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the warranty
card (*** provides) for your reviewCustomer can request Terms and Conditions from
*** directly, if they have not received them
We sent out technician to the home on May 5th,
2016. The technician did report to us
that there is damage to the cushions and that the damage was not manufacturing
in nature. Bob’s part of the *** ***
warranty purchased covers the customer for manufacturing defects only. He did report to us that casings were
unrepairable and needed to be ordered.
This would be at the customer’s own expense. There is no note from any agent that any
discount or courtesy part was ever offered.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageThe report the customer gave *** indicated damage from pet nails (not covered)
and the customer did not provide them with any indication of an accident occurring
causing the damage they reported.
Regretfully if more, appropriate information is not presented from the
customer we will be unable to help further facilitate a dispute between our
company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa set:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa, chair and otto
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa, chair and otto
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">We apologize for the disappointment this customer has been
experiencing overall with their reclining sofa and loveseat
Our records indicate that this merchandise was delivered in
the year and we completed a courtesy exchange for the customer in June of
Based on the courtesy exchange date this merchandise has been out of any direct
Bobs Discount Furniture coverage since June of We serviced this
merchandise one time inside of the warranty for loose bolts and then approximately
one year and seven months later we received reports for multiple concerns that
had never been reported to us before
As an extreme courtesy we sent our service technician out at
no cost to this customer to see if there was anything we could offer on a best
effort basis this past AugustRegretfully the merchandise concerns could not
be satisfied by this service technician and again this customer has no warranty
or replacement coverage active directly through Bobs Discount Furniture
Given a review of all facts within this scenario we are
willing to make a third courtesy offer to the customer for the pure reason that
we care about resolving our customer’s concerns in a manner that we feel is
fair
We will offer to apply an electronic store credit for 50% of
the merchandise cost originally paid to usThe customer can use this credit to
select a new living room set or any other type of furniture they wishBobs
Discount Furniture will not be responsible to remove the current sofa
and loveseat from the customer’s home should this offer be accepted
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the disappointment she is experiencing with her dining chairsWe have reviewed
her account and while there is no direct warranty remaining thru Bobs we stand
behind the quality of our merchandise even after the expiration period of the
warranty
Please note that if the customer is aware of
a safety issue it is strongly recommended that they discontinue use of the item
with the safety concern, as this has been disclosed by the consumer it is the responsibility
of the consumer to maintain safety within their own residence
We have listed a courtesy option below for resolution,
should the customer wish to accept this option please have them respond to this
Revdex.com communication as ‘satisfied’ and they may anticipate this option being set
up/active in their account within two business days of their response
We will provide a 60% store credit based off of the price
paid specifically for the six dining room chairs, we are unable to remove these
chairs from the home but do want to assist the customer in their quest for new
chairsThis store credit of *** will not have an expiration date and can
be used within any of our showrooms should it be accepted
Kindest regards,
Stephanie AG
Bobs Discount Furniture
Customer Care Corporate Liaison
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
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer called
*** on and reported that the damage occurred on 6.15.18. This is far outside of the policy
guidelines. Unfortunately this is an
issue that is within the guidelines of the plan, the customer waited far too
long for it to be reported
Bobs Discount Furniture’s responsibility under the *** *** *** ***
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectIt is a non-repairable issue. I apologize again that we have no options to
offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
My Bobs mattresses don't lastWe knew the first night with the first mattress when we both sank into a hammock with a hump in the middleIt felt usedWe called themWe were told we had to wait thirty days before we could exchangeWe selected the extra firm and within a month it got two depressed areas with a big hump in the middleThe technician came out, took measurements and phoned it in to headquartersI was told by headquarters that there is nothing they can do- we are stuck with a terrible three month old mattress that causes us both backacheWe will have get ride of this one and buy a new mattress from another companyWhat a collossal waste of money!
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectationsWe
were able to review the photos sent in by the technician with the Service
Manager. We believe it appears from the
photos that the piece has dried out.
That can cause leather to crack, like all skin it needs to be
conditioned. Due to the piece only
being a year and a half in the home and the amount of damage visible we will
offer a resolution to this customer
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the sofaT** *** *** protection plan does allow for
a one-time replacement which fulfills the plan.
We will waive a new delivery fee for this customer.
If this customer would like to accept this offer, please do so through
the Revdex.com mediation site and we will create the paperwork. This would give this customer a credit for reselection
of $The customer would then go to the store, let them they have a
reselection credit, pick out new merchandise, the store will apply this credit
to the new sale and schedule the delivery of the new merchandise with the
pickup of the *** Bob sofa
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
all they are doing is trying to pass the blame on to the finance company it has nothing to do with acctpance now bobs has sent me broken and torn furniture and have made zero attempts to make the situation right they have swapped out one pice for another one time and it was torn worse and broken more then the first price and they continue to lie about delivery dates on the swaps I have take over days out of work because they claim they are going to come that day and then go oh no we never said that or oh no we don't have that in stock and oh no it's comeing for sure and then it never shows up they are just passing blame on so they don't have to be responsible for there wrong doing and it's crazy I have also called the store to ask for help and they said never call here again that's what customer service is for and hung up on me so all I am asking is to have a cash or check refund of for my inconvenience and the waste of my time and for them to make this problem right and own up to the problem they have caused me and the waste of time to me and my family so they need to step up to the plate and get this problem sloved it still has yet to have been solved
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
After scheduling delivery for my special order couch last week for January 5th and confirming that date AN HOUR AGO, I just received another phone stating that this is incorrect and the item can be scheduled for a delivery date on the 5th but not actually delivered that dateWhat is wrong with the employees and manager at this location that they do not understand how their system works? When I asked to speak with the manager *** again, he had Lisa come back on the phone and say that that is how it worksI have dealt with so many gimmicks in the last weeks that it ridiculous
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that this purchase
did not live up to the
customer’s expectation or ours. We did
set up the reselection credit for the customer to replace the set. I have reviewed the reselection credit and
find that it has been set up correctly.
The Goof Proof Plan allows for a one time replacement on the
pieces. That fulfills the contract. The manufacturer covers the pieces until the
one year anniversary of delivery, the GPP then covers the pieces from year two
to year five. It does allow for
unlimited parts and service but only allows for replacement one time. The customer then can choose to purchase a
new plan for the new pieces or can have the pieces delivered with the one year
manufacturer’s warranty.
We have noted in the credit that we will not be charging a
new delivery fee.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because the Goof Proof warranty states they are suppose to repair or replace the item. It does not state if they no longer sell the item, the warranty will not be honored. I was informed that if the item could not be fixed or replaced I would get a store credit for the full amount of the bedroom set and I could use the store credit to purchase a new bedroom set. The sales representative stated this when I purchased the bedroom set and the Goof Proof warranty and it also states this in the Goof Proof warranty. I have been to the store several times regarding this matter and spoke to different managers and every time I was told Goof Proof should issue a full credit because they no longer sell the bedroom set "***". I do not want a night stand that does not match my bedroom set which is what Goof Proof was offering. The Goof Proof warranty is suppose to cover the bedroom set for years. Please have them issue Revdex.com a copy of the warranty to confirm these terms. Bob's Furniture and Goof Proof are not honoring the warranty. I no longer want to deal with Bob's Furniture because they are dishonest in their business practices. I would like for Bob's to come collect their furniture and issue a full refund.
Sincerely,
*** ***
Good Morning ***,Thank you for choosing Bob's Discount Furniture for your bedding needsI apologize that the two mattresses you selected have failed to meet your comfort expectationsOur sales associates can only suggest mattresses based on the information you provideAll of our
bedding is displayed on the showroom floor for each customer to try outBob's Discount Furniture understands the importance of a good nights rest; we offer our comfort guarantee to each customer purchasing new beddingThe comfort guarantee allows you to return one mattress for a refund or store credit, after days of use if you find the mattress to be uncomfortableSince you have already utilized this option, I am unable to honor your request for a refund. The mattress you selected is indeed firmWe ask that you allow enough time for your body to adjust to this new mattressWhile we are unable to offer recourse for your comfort related concern; you can rest assured that we will honor the non-prorated manufacturer warranty in the event of a defect.MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeThanks*** **
I purchased the Madelyn chest of drawers and armoire for my young daughterWhat a piece of garbage When the chest was delivered, the bottom drawer track was broken I called immediately for service In the days prior to the service tech arriving, the third drawer also broke I also noticed the door on the armoire was not levelThe service tech came and stated that his recommendation was that if the chest broke again, it should be completely replacedHe stated it is made of plywood, and he would be unable to manage a repair, since there would be no place to drill the trackHe said he would list this in his report He also stated that the armoire was not level and nothing was wrong with it My husband brought in a carpenter's level and demonstrated that the piece was indeed, levelNothing was done to correct the door However, this was a minor issue in comparison to the drawersWithin weeks the third drawer broke from the track again I called and asked for replacement I wanted immediate service since the bill is due for this piece I know if I pay on my credit card in full for this item, all service from Bob's will end I asked for a delay on the damaged piece to the next months statement or they come immediately with a replacement Neither request could be granted I was told they do NOT REPLACE ANYBROKEN ITEMS, only repair I was told they will keep repairing the furniture for up to a year I haven't had these pieces for a month and this is the second time I had to call customer service What happens after year, or more? I will have to buy new pieces after this junk fully falls apartAfter holding for a manger, she repeated Bob's policy, that they never replace broken, damaged items This was the only furniture store I have ever had broken items You never have these issues with Raymour and FlanniganWhat a piece of junk, for $The quality of their items is the worst Their customer service isn't much better I will never again purchase from Bob's I will tell everyone I know, to never set foot in any one of their discounted crappy stores Remember the words, "Discount Furniture" should translate as cheap crap that will break immediately BUYER BEWARE, YOU GET WHAT YOU PAY FOR
Good Afternoon Revdex.com,Verdana", "sans-serif"'>We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us*** (*** is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that *** is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case they have been working with the *** company directly and not Bobs Discount FurnitureThis customer’s records show no indication of speaking with our Customer Care Team since the initial period of sale in The claim number the customer has provided you is in fact a *** claim numberRegardless of the fact that the purchased protection plan is honored and managed by a third party company, Bobs Discount Furniture makes an effort to assist in any concern that is brought to our attentionI have researched the claim and denial reasons with the *** company directly to ensure that this concern was being looked at in a fair and adequate manner
Please see the attached photos that were sent to the *** company along with the reasoning we received for the denial (below):
From: ***Sent: Tuesday, February 24, 1:PMTo: ***Subject: Re: claim # ***
Customer's claim was originally honored until photos were rec'd and showed the excessiveness of the damageCustomer stated he sat down with a screwdriver in his pocket to cause the damage shown in the attached photoThe damage is not from a single occurrence and a screwdriver wouldn't cause that much damageIt looks like it has been there for some time and that someone has been picking out the foam coreIt doesn’t seem that the customer disclosed the same information to the *** company as he has in this Revdex.com complaintThe protection plan as its name depicts (Goof Proof) is intended to offer coverage on one time accidental damages, accumulated damage or any damage that is not of an accidental nature is an appropriate reason for denial under this protection plan
While Bobs Discount Furniture truly wishes to help every customer who has a concern we cannot verify that the *** company has failed this customer under the provisions of protection set forthWe remain very sorry that we have no direct recourse to offer this customer for this concern
Kindest Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
Please pass on our apologies for the customer’s remaining dissatisfactionWe have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
As indicated we understand that the customer is unhappy with the product overall and the defect this particular set experiencedWe have provided an alternate option for resolution already outside the guidelines the customer agreed to at the time of purchaseWe have many other items available in our sales line up that can satisfy this customerWell offer a large selection from numerous manufacturers and all seating/ frame systems are not manufactured alike
A store credit for reselection along with an additional $gift card as our form of apology is an excellent offer for resolution given a review of all facts within this scenarioIn reviewing this customer’s account today our records indicate that the customer accepted the offer of store credit and had us remove the merchandise from his home on If the customer would still like the $Bobs Discount Furniture gift card request processed please ask that he advise us via this Revdex.com channel or by contacting our Customer Care Offices
We do hope that the customer will see our position as a business and see the value in these courtesy offers of resolution
Sincerely,
Bobs Discount Furniture
*** ** ***
Corporate Customer Care Liaison
Bought a new recliner in Dec It is in a home lived in by adults and only one adult uses this recliner In February it is hard to set up in the chair and we hear springs making noise under the chair We bought the warranty and called in and had a CONTRACTOR for Bobs' show up take a couple of pictures asking how this happened Calls in and talks in code numbers to a women who then asks to talk with me As I am listening to her, the contractor makes a hasty exit out of my house and into his car I am then informed the warranty does not cover the damage, as it was not the manufacturers fault but something that we did in the house Never again from this furniture store The chair will be out for JRM on Wednesday for sure!!
The desk was finally delivered today and appears to be in good condition I would ask that Bob's follows through on their commitment to refund shipping charges and anything else they are able to do to
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the continued
inconvenience the multiple delivery attempts and damaged product has continued
to cause our customer
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usIn the event that the customer accepts a damaged product in ‘as
in’ condition we can absolutely research what we refer to as a ‘concession to
keep’This is essentially a further discount off of the price paid for the affected
itemRegretfully neither our records nor the customer’s claim reflect what the
current concern with the sectional delivered on isPlease ask the
customer to submit a more detailed description of what they are asserting the ‘defect’
is along with some photographic evidence (via Revdex.com) and at that point our
business can make reasonable offers for concession to keepNormally this
concession is offered in the form of a gift card however in this customer’s
individual case we do understand and accept ownership for our failures and can
make an exception and provide the future offer(s) as a form of refund to the
original method of payment
Please note that as a business it is always our goal to honor our original
promise to our customer and provide them the merchandise selected in the
excellent condition expected so if the current damages can be repaired with
service or factory fresh parts/installation we will also advise of these
options for recourseOnce the pictures and report have been reviewed we will
respond with any and all avenues available for resolution (including concession
to keep as is)
In regards to the compensation end of our customer’s concern
we absolutely appreciate why the customer feels they are owed something as an
apology from our business and have worked outside of our policies in an
effort to satisfy this customer with the offer to refund the delivery fee paid ($129.99)
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the daily operations that have
helped us grow to be the 15th largest furniture retailer in the U.S
We also wish to provide our customers with a tangible item as a further form of
apology rather than just committing to the act of pacifying someone with a
monetary amountAs indicated- I can personally identify with a consumer’s need
for a compensation apology however we have already worked at a higher level to
make exceptions for this individual outside of our policiesAny compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card only, for this customer we offered a monetary refund amount on
and are willing to provide the concession as a refund once all documentations
are reviewedWorking beyond a structure that is set in place to keep things
fair for all consumers is a retailer’s way of applying empathy and accepting
responsibility for a customers concern
I apologize again to our customer for the disappointment we
have caused and look forward to receiving the requested information so that we can
help our customer move forward
Kindest regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in April
of 2014. At the time the sale was
created the customer was offered the options of purchasing *** *** Plus. This would have extended the
manufacturing warranty from year to years.
This customer did not accept this option. The *** set delivered in April of
came with a one year warranty against manufacturing defects. That year is past. We are not able to offer parts for this set
as there are none available from the manufacturer. The cushions on this set are not able to be
opened and filled, so service is not an option.
We have no recourse available to this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
I am rejecting this response because:I see that the truth has been modified to a politically correct
answer. We were not treated badly by the service person that told us
that this is a common problem with the design of this counh and recliner"HE" took pictures and he stated that he always asks for a credit for this set. It was Bob's customer service that dropped the ball and didn't want to replace the month old couch that has a hump in the middle and is flat on both ends and the recliner that is totally flat. I am sure that the replacement credit that we DID get was because we I decided to wrote to the Revdex.com. I thank you for your help in this matterI do hope that no one else has this issue. We will be going to pick our a new style at the store in Nashua, NHI would like to keep this open until we are totally satisfiedI do not trust them enough to believe the credit will be on file at the store and that we will get the "Goof proof" protection transfered to the new set
Complaint: ***
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
While we appreciate the offer to refund 40% of the purchase price we must reject the offer until we have clarification on:
The actual amount being offeredWe also wish to have the amount of warranty refunded as we were told by the associate that it covered ALL states and included stains, rips, tears, spills and cracking and peeling and we have now noticed the cracking and peeling option ( known as "d" under specific coverages) was omitted from our purchaseAlso nowhere in said warranty does it state that to use the warranty the purchaser must be local to a bobsAll states means all statesWe asked about a replacement in the event we were not local to a Bob's and were told the amount of the damaged item could be applied towards the purchase of a new item at a comparable priceWhile we respect that you have a business to run, we have a family to run and driving miles round trip to pick out a new set and then driving another round trip to pick it up when it comes in is not feasibleAs we told the associate that we were moving (and to where) it should have been mentioned that we would be responsible for that drive if we needed a replacement and honestly should never have offered the warranty knowing it couldn't be enforced.
We would also like to ask for at least 50% of the TOTAL purchase price (plus warrnty in full and including taxes and fees) to be returnedWe have been told that the set it question is one no longer ordered by Bob's due to the amount of issues like the ones we are currently havingThe set may be years old but no one intends to only have furniture for years We purchase furniture based on price and durability during movesAs a military family with one income spending $1200-on furniture every 2-years isn't feasible, especially when that furniture should last and we have a warranty!
Also, the original method of payment cannot be refunded as the card was compromised and we have had to get a new accountWe are not comfortable giving out our account information so we will need any refund remitted to be in check form.
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** *** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the warranty
card (*** provides) for your reviewCustomer can request Terms and Conditions from
*** directly, if they have not received them
We sent out technician to the home on May 5th,
2016. The technician did report to us
that there is damage to the cushions and that the damage was not manufacturing
in nature. Bob’s part of the *** ***
warranty purchased covers the customer for manufacturing defects only. He did report to us that casings were
unrepairable and needed to be ordered.
This would be at the customer’s own expense. There is no note from any agent that any
discount or courtesy part was ever offered.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageThe report the customer gave *** indicated damage from pet nails (not covered)
and the customer did not provide them with any indication of an accident occurring
causing the damage they reported.
Regretfully if more, appropriate information is not presented from the
customer we will be unable to help further facilitate a dispute between our
company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa set:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa, chair and otto
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa, chair and otto
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">We apologize for the disappointment this customer has been
experiencing overall with their reclining sofa and loveseat
Our records indicate that this merchandise was delivered in
the year and we completed a courtesy exchange for the customer in June of
Based on the courtesy exchange date this merchandise has been out of any direct
Bobs Discount Furniture coverage since June of We serviced this
merchandise one time inside of the warranty for loose bolts and then approximately
one year and seven months later we received reports for multiple concerns that
had never been reported to us before
As an extreme courtesy we sent our service technician out at
no cost to this customer to see if there was anything we could offer on a best
effort basis this past AugustRegretfully the merchandise concerns could not
be satisfied by this service technician and again this customer has no warranty
or replacement coverage active directly through Bobs Discount Furniture
Given a review of all facts within this scenario we are
willing to make a third courtesy offer to the customer for the pure reason that
we care about resolving our customer’s concerns in a manner that we feel is
fair
We will offer to apply an electronic store credit for 50% of
the merchandise cost originally paid to usThe customer can use this credit to
select a new living room set or any other type of furniture they wishBobs
Discount Furniture will not be responsible to remove the current sofa
and loveseat from the customer’s home should this offer be accepted
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the disappointment she is experiencing with her dining chairsWe have reviewed
her account and while there is no direct warranty remaining thru Bobs we stand
behind the quality of our merchandise even after the expiration period of the
warranty
Please note that if the customer is aware of
a safety issue it is strongly recommended that they discontinue use of the item
with the safety concern, as this has been disclosed by the consumer it is the responsibility
of the consumer to maintain safety within their own residence
We have listed a courtesy option below for resolution,
should the customer wish to accept this option please have them respond to this
Revdex.com communication as ‘satisfied’ and they may anticipate this option being set
up/active in their account within two business days of their response
We will provide a 60% store credit based off of the price
paid specifically for the six dining room chairs, we are unable to remove these
chairs from the home but do want to assist the customer in their quest for new
chairsThis store credit of *** will not have an expiration date and can
be used within any of our showrooms should it be accepted
Kindest regards,
Stephanie AG
Bobs Discount Furniture
Customer Care Corporate Liaison
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
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer called
*** on and reported that the damage occurred on 6.15.18. This is far outside of the policy
guidelines. Unfortunately this is an
issue that is within the guidelines of the plan, the customer waited far too
long for it to be reported
Bobs Discount Furniture’s responsibility under the *** *** *** ***
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectIt is a non-repairable issue. I apologize again that we have no options to
offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
My Bobs mattresses don't lastWe knew the first night with the first mattress when we both sank into a hammock with a hump in the middleIt felt usedWe called themWe were told we had to wait thirty days before we could exchangeWe selected the extra firm and within a month it got two depressed areas with a big hump in the middleThe technician came out, took measurements and phoned it in to headquartersI was told by headquarters that there is nothing they can do- we are stuck with a terrible three month old mattress that causes us both backacheWe will have get ride of this one and buy a new mattress from another companyWhat a collossal waste of money!
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectationsWe
were able to review the photos sent in by the technician with the Service
Manager. We believe it appears from the
photos that the piece has dried out.
That can cause leather to crack, like all skin it needs to be
conditioned. Due to the piece only
being a year and a half in the home and the amount of damage visible we will
offer a resolution to this customer
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the sofaT** *** *** protection plan does allow for
a one-time replacement which fulfills the plan.
We will waive a new delivery fee for this customer.
If this customer would like to accept this offer, please do so through
the Revdex.com mediation site and we will create the paperwork. This would give this customer a credit for reselection
of $The customer would then go to the store, let them they have a
reselection credit, pick out new merchandise, the store will apply this credit
to the new sale and schedule the delivery of the new merchandise with the
pickup of the *** Bob sofa
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
all they are doing is trying to pass the blame on to the finance company it has nothing to do with acctpance now bobs has sent me broken and torn furniture and have made zero attempts to make the situation right they have swapped out one pice for another one time and it was torn worse and broken more then the first price and they continue to lie about delivery dates on the swaps I have take over days out of work because they claim they are going to come that day and then go oh no we never said that or oh no we don't have that in stock and oh no it's comeing for sure and then it never shows up they are just passing blame on so they don't have to be responsible for there wrong doing and it's crazy I have also called the store to ask for help and they said never call here again that's what customer service is for and hung up on me so all I am asking is to have a cash or check refund of for my inconvenience and the waste of my time and for them to make this problem right and own up to the problem they have caused me and the waste of time to me and my family so they need to step up to the plate and get this problem sloved it still has yet to have been solved
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
After scheduling delivery for my special order couch last week for January 5th and confirming that date AN HOUR AGO, I just received another phone stating that this is incorrect and the item can be scheduled for a delivery date on the 5th but not actually delivered that dateWhat is wrong with the employees and manager at this location that they do not understand how their system works? When I asked to speak with the manager *** again, he had Lisa come back on the phone and say that that is how it worksI have dealt with so many gimmicks in the last weeks that it ridiculous
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that this purchase
did not live up to the
customer’s expectation or ours. We did
set up the reselection credit for the customer to replace the set. I have reviewed the reselection credit and
find that it has been set up correctly.
The Goof Proof Plan allows for a one time replacement on the
pieces. That fulfills the contract. The manufacturer covers the pieces until the
one year anniversary of delivery, the GPP then covers the pieces from year two
to year five. It does allow for
unlimited parts and service but only allows for replacement one time. The customer then can choose to purchase a
new plan for the new pieces or can have the pieces delivered with the one year
manufacturer’s warranty.
We have noted in the credit that we will not be charging a
new delivery fee.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because the Goof Proof warranty states they are suppose to repair or replace the item. It does not state if they no longer sell the item, the warranty will not be honored. I was informed that if the item could not be fixed or replaced I would get a store credit for the full amount of the bedroom set and I could use the store credit to purchase a new bedroom set. The sales representative stated this when I purchased the bedroom set and the Goof Proof warranty and it also states this in the Goof Proof warranty. I have been to the store several times regarding this matter and spoke to different managers and every time I was told Goof Proof should issue a full credit because they no longer sell the bedroom set "***". I do not want a night stand that does not match my bedroom set which is what Goof Proof was offering. The Goof Proof warranty is suppose to cover the bedroom set for years. Please have them issue Revdex.com a copy of the warranty to confirm these terms. Bob's Furniture and Goof Proof are not honoring the warranty. I no longer want to deal with Bob's Furniture because they are dishonest in their business practices. I would like for Bob's to come collect their furniture and issue a full refund.
Sincerely,
*** ***
Good Morning ***,Thank you for choosing Bob's Discount Furniture for your bedding needsI apologize that the two mattresses you selected have failed to meet your comfort expectationsOur sales associates can only suggest mattresses based on the information you provideAll of our
bedding is displayed on the showroom floor for each customer to try outBob's Discount Furniture understands the importance of a good nights rest; we offer our comfort guarantee to each customer purchasing new beddingThe comfort guarantee allows you to return one mattress for a refund or store credit, after days of use if you find the mattress to be uncomfortableSince you have already utilized this option, I am unable to honor your request for a refund. The mattress you selected is indeed firmWe ask that you allow enough time for your body to adjust to this new mattressWhile we are unable to offer recourse for your comfort related concern; you can rest assured that we will honor the non-prorated manufacturer warranty in the event of a defect.MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeThanks*** **
I purchased the Madelyn chest of drawers and armoire for my young daughterWhat a piece of garbage When the chest was delivered, the bottom drawer track was broken I called immediately for service In the days prior to the service tech arriving, the third drawer also broke I also noticed the door on the armoire was not levelThe service tech came and stated that his recommendation was that if the chest broke again, it should be completely replacedHe stated it is made of plywood, and he would be unable to manage a repair, since there would be no place to drill the trackHe said he would list this in his report He also stated that the armoire was not level and nothing was wrong with it My husband brought in a carpenter's level and demonstrated that the piece was indeed, levelNothing was done to correct the door However, this was a minor issue in comparison to the drawersWithin weeks the third drawer broke from the track again I called and asked for replacement I wanted immediate service since the bill is due for this piece I know if I pay on my credit card in full for this item, all service from Bob's will end I asked for a delay on the damaged piece to the next months statement or they come immediately with a replacement Neither request could be granted I was told they do NOT REPLACE ANYBROKEN ITEMS, only repair I was told they will keep repairing the furniture for up to a year I haven't had these pieces for a month and this is the second time I had to call customer service What happens after year, or more? I will have to buy new pieces after this junk fully falls apartAfter holding for a manger, she repeated Bob's policy, that they never replace broken, damaged items This was the only furniture store I have ever had broken items You never have these issues with Raymour and FlanniganWhat a piece of junk, for $The quality of their items is the worst Their customer service isn't much better I will never again purchase from Bob's I will tell everyone I know, to never set foot in any one of their discounted crappy stores Remember the words, "Discount Furniture" should translate as cheap crap that will break immediately BUYER BEWARE, YOU GET WHAT YOU PAY FOR
Good Afternoon Revdex.com,Verdana", "sans-serif"'>We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us*** (*** is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that *** is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case they have been working with the *** company directly and not Bobs Discount FurnitureThis customer’s records show no indication of speaking with our Customer Care Team since the initial period of sale in The claim number the customer has provided you is in fact a *** claim numberRegardless of the fact that the purchased protection plan is honored and managed by a third party company, Bobs Discount Furniture makes an effort to assist in any concern that is brought to our attentionI have researched the claim and denial reasons with the *** company directly to ensure that this concern was being looked at in a fair and adequate manner
Please see the attached photos that were sent to the *** company along with the reasoning we received for the denial (below):
From: ***Sent: Tuesday, February 24, 1:PMTo: ***Subject: Re: claim # ***
Customer's claim was originally honored until photos were rec'd and showed the excessiveness of the damageCustomer stated he sat down with a screwdriver in his pocket to cause the damage shown in the attached photoThe damage is not from a single occurrence and a screwdriver wouldn't cause that much damageIt looks like it has been there for some time and that someone has been picking out the foam coreIt doesn’t seem that the customer disclosed the same information to the *** company as he has in this Revdex.com complaintThe protection plan as its name depicts (Goof Proof) is intended to offer coverage on one time accidental damages, accumulated damage or any damage that is not of an accidental nature is an appropriate reason for denial under this protection plan
While Bobs Discount Furniture truly wishes to help every customer who has a concern we cannot verify that the *** company has failed this customer under the provisions of protection set forthWe remain very sorry that we have no direct recourse to offer this customer for this concern
Kindest Regards, *** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
Please pass on our apologies for the customer’s remaining dissatisfactionWe have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
As indicated we understand that the customer is unhappy with the product overall and the defect this particular set experiencedWe have provided an alternate option for resolution already outside the guidelines the customer agreed to at the time of purchaseWe have many other items available in our sales line up that can satisfy this customerWell offer a large selection from numerous manufacturers and all seating/ frame systems are not manufactured alike
A store credit for reselection along with an additional $gift card as our form of apology is an excellent offer for resolution given a review of all facts within this scenarioIn reviewing this customer’s account today our records indicate that the customer accepted the offer of store credit and had us remove the merchandise from his home on If the customer would still like the $Bobs Discount Furniture gift card request processed please ask that he advise us via this Revdex.com channel or by contacting our Customer Care Offices
We do hope that the customer will see our position as a business and see the value in these courtesy offers of resolution
Sincerely,
Bobs Discount Furniture
*** ** ***
Corporate Customer Care Liaison
Bought a new recliner in Dec It is in a home lived in by adults and only one adult uses this recliner In February it is hard to set up in the chair and we hear springs making noise under the chair We bought the warranty and called in and had a CONTRACTOR for Bobs' show up take a couple of pictures asking how this happened Calls in and talks in code numbers to a women who then asks to talk with me As I am listening to her, the contractor makes a hasty exit out of my house and into his car I am then informed the warranty does not cover the damage, as it was not the manufacturers fault but something that we did in the house Never again from this furniture store The chair will be out for JRM on Wednesday for sure!!
The desk was finally delivered today and appears to be in good condition I would ask that Bob's follows through on their commitment to refund shipping charges and anything else they are able to do to
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the continued
inconvenience the multiple delivery attempts and damaged product has continued
to cause our customer
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usIn the event that the customer accepts a damaged product in ‘as
in’ condition we can absolutely research what we refer to as a ‘concession to
keep’This is essentially a further discount off of the price paid for the affected
itemRegretfully neither our records nor the customer’s claim reflect what the
current concern with the sectional delivered on isPlease ask the
customer to submit a more detailed description of what they are asserting the ‘defect’
is along with some photographic evidence (via Revdex.com) and at that point our
business can make reasonable offers for concession to keepNormally this
concession is offered in the form of a gift card however in this customer’s
individual case we do understand and accept ownership for our failures and can
make an exception and provide the future offer(s) as a form of refund to the
original method of payment
Please note that as a business it is always our goal to honor our original
promise to our customer and provide them the merchandise selected in the
excellent condition expected so if the current damages can be repaired with
service or factory fresh parts/installation we will also advise of these
options for recourseOnce the pictures and report have been reviewed we will
respond with any and all avenues available for resolution (including concession
to keep as is)
In regards to the compensation end of our customer’s concern
we absolutely appreciate why the customer feels they are owed something as an
apology from our business and have worked outside of our policies in an
effort to satisfy this customer with the offer to refund the delivery fee paid ($129.99)
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the daily operations that have
helped us grow to be the 15th largest furniture retailer in the U.S
We also wish to provide our customers with a tangible item as a further form of
apology rather than just committing to the act of pacifying someone with a
monetary amountAs indicated- I can personally identify with a consumer’s need
for a compensation apology however we have already worked at a higher level to
make exceptions for this individual outside of our policiesAny compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card only, for this customer we offered a monetary refund amount on
and are willing to provide the concession as a refund once all documentations
are reviewedWorking beyond a structure that is set in place to keep things
fair for all consumers is a retailer’s way of applying empathy and accepting
responsibility for a customers concern
I apologize again to our customer for the disappointment we
have caused and look forward to receiving the requested information so that we can
help our customer move forward
Kindest regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in April
of 2014. At the time the sale was
created the customer was offered the options of purchasing *** *** Plus. This would have extended the
manufacturing warranty from year to years.
This customer did not accept this option. The *** set delivered in April of
came with a one year warranty against manufacturing defects. That year is past. We are not able to offer parts for this set
as there are none available from the manufacturer. The cushions on this set are not able to be
opened and filled, so service is not an option.
We have no recourse available to this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
I am rejecting this response because:I see that the truth has been modified to a politically correct
answer. We were not treated badly by the service person that told us
that this is a common problem with the design of this counh and recliner"HE" took pictures and he stated that he always asks for a credit for this set. It was Bob's customer service that dropped the ball and didn't want to replace the month old couch that has a hump in the middle and is flat on both ends and the recliner that is totally flat. I am sure that the replacement credit that we DID get was because we I decided to wrote to the Revdex.com. I thank you for your help in this matterI do hope that no one else has this issue. We will be going to pick our a new style at the store in Nashua, NHI would like to keep this open until we are totally satisfiedI do not trust them enough to believe the credit will be on file at the store and that we will get the "Goof proof" protection transfered to the new set
Complaint: ***
Sincerely,
*** ***