Good Afternoon Revdex.com-
We are very sorry for the issues
represented here. The customer had delivery on 12.19.16. The customer did not report the damage until
two weeks later. The delivery manifest
was signed with no noted damage on the day of delivery.
The depot has been notified that the customer has not been
able to send the requested information to the number given. We have asked them to reach out to the customer
to provide alternate contact information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Roman">
We are very sorry for any confusion or
miscommunication this customer is experiencing using the warranty for the
merchandise purchased from Bob’s.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is
through a third party company, ***.
*** covers the merchandise for accidental damages. Accidental damage must be reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a single
accident or incident and not through everyday use, misuse or abuse of the
merchandise.
We are very sorry that the customer
does not agree with our technician’s report.
If the customer believes that the issues with the seats are a
manufacturing defect, we welcome the customer submitting photos through the Revdex.com
mediation site. Please submit at least
two color photos, one from a distance and one close up of the seats that you
believe to be defective
*** has not denied the claim on
the pet stain. When I reached out to
them they said the claim is still being worked and they should have a offer of
resolution soon
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our
records indicate that this customer’s request for refund has been fulfilled;
the final refund was created and credited on If *** is in need of
further assistance for any other reason we will gladly help herPlease pass my
apologies to *** for the poor experience she has had with this purchase
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer *** today via telephone (8.28.2014) and I have offered him two paths for resolution
for this concernI have also provided *** with my personal apologies for the
lack of care and empathy that I feel was applied to his concern as he was
initially seeking recourse through our Customer Care Offices
I am currently awaiting *** call back to advise me of which option he and his wife will proceed with
Thank you for the opportunity to make it right,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you have been having difficulty getting your concerns properly
addressed and I apologize further that you feel the service you have received has
been insincere and unsympatheticI can assure that having been our Customer
Care Department Trainer for several years, we genuinely do care and wish to
solve every concern any customer has
Our
Goof Proof Protection Plans are extremely valuable protection plans when used
within the appropriate guidelines and we continually find more successful
results with customers who have purchased these plans verses customers who have
not purchased the additional protectionIt is never our intention to simply
deny a customer a resolution for their concern and I apologize that you have received
such a lack of appropriate attention towards your complaint
While
I understand that you do not want to spend any more of your valuable time on
this concern I am unable to properly located your (your sisters?) account with
the information you have provided meI did locate an account by address that I
think may be your sisters, is her first name ***? I really do have a vested
interest in helping you resolve the concerns with these chairs and I appreciate
you bringing the obvious coaching needs we have to my direct attentionWould
you please respond to me with your sister’s full name, telephone number she
used for this purchase, sales order number, or delivery address so I can verify
that I am offering the correct customer resolution? If I may, I would also
suggest that you attach pictures of the chairs and their concerns to your
response so I can review these damages with my Service Management TeamIf a
service technician has already been to your sister’s home we can work off of
his report, however with pictures I can most likely have a direct answer for
you with 1-days of you sending them in
Thank
you for your time and I apologize again that you have been so disappointed by us;
I only wish to make this right for you ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** today via the phone number he has
provided in this complaintI was able to speak with *** and I thank him
again for his willingness to work with us in finding a satisfactory resolution
for his concernI apologize to *** for the fact that we weren’t able to
save his valuable time and reach this resolution when he initially made us
aware of his complaintBobs Discount Furniture cares very much for all our
customers and we appreciate the opportunity *** has provided us with to
correct the areas within our organization that need improvement
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I bought a mattress and box spring ($700.00) from Bob's Discount Furniture in February of The mattress began sagging in the middle after about months In August I reported it, they sent a tech out and he measured it at one and one half inch sag They told me they would replace it I paid an extra $to get an upgrade in August It is now March of 2016, months later, and this mattress also has developed a one and one half inch sag They have told me that they will not refund my money because I didn't report it within days! The Mattress Satisfaction Policy states: "If you are unhappy with the comfort of your mattress having AFTER having slept on it for thirty (30) days, please call our Customer Service ..........If you do not re-elect another mattress, we will refund the full purchase price less our prevailing delivery fee." The mattress I purchased was comfortable for 2-months before it started to sag The tech told me today that it is a manufacturer's defect I understood that the mattress was guaranteed for one year Lokking closely at it this morning after taking off the waterproof mattress cover, I see many little defects in the mattress cover itself and believe that it is a "second or factory defect" I asked Josh at Customer Service if he would get another mattress for them His reply, "I understand your frustration, but we can't refund your money!"
Complaint: ***
I am rejecting this response because:
I have made an appoinment to see if the mechanism will workIt will not be serviced until June 11th though because I am out of the country until then and the days I had available before I left were days that the technicians were not workingI cannot have a reselection because I chose this sleeper sofa for it's size, as I live in *** where space is premiumI will wait to see if the new sleeper mechanism will fit and resolve the problemUntil then I still want my complaint on record
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would prefer for the delivery team to leave the drawer at my garage door, since I am in/out most of the time Thank you for your quick response
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Bob's discount furniture to date has not refunded me all of the money that they ow me
Their customer service department is not customer friendly and they give you the run around
To date the merchant still ows me $that they refuse to credit me
Please assist me in recuperating my funds from this merchant
Sincerely,
*** ***
HelloThis is an update in regard to complaint #*** for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe
attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution. The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, *** ***
Good Afternoon ***,
Roman" size="3">
I’m sorry to hear that you experienced any further failures from
our company and I apologize again that your refund from the ‘Acceptance Now’
company took so long for you to receive back
I completely understand your reasons for posting about your
negative experiences via the Revdex.com website and I truly wish I could undo what has
been done to cause us to loose your trust If we ever do get the chance to serve you again
please feel welcome to reach out to me directly by email at ***
and I will personally do everything in my power to make sure that your
scheduled delivery goes according to plan
Sincerely,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Here is a summary of my entire traumatic encounter with Bob’s Discount FurnitureEvent 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/through Sales Associate Pamela K*** for the following items:
a) *** *** – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) *** – Recliner Sofa and Love Seat
Paid $for all thisThe Delivery was scheduled on 12/30/This was the only pleasant experienceEvent 2: On 12/30/2016, when the delivery guys came with the above mentioned items the following things were missing / damaged / not functional:
a) The Post for the Queen bed was missing
b) There was only slates and the support legs instead of slates and support legs so the Slates and support legs for the Slates were incompletec) The Fourth drawer from the Top (2nd from the bottom) was broken in the Chest Drawer
d) The Recliners were not functional, the right side of the sofa was reclining, whereas the left was not recliningIn the Love seat the buttons for the headrest were not functionalI immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things backPlease note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGSI DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACKTHEY JUST LEFT, while I and my wife were still talking to the Ce whom they had connected us toCe told that all these things will be taken care of on 01/04/when the new delivery team will comeThere was no mention of a service agentThe Ce assured us that on 01/04/2017,
a) The missing post and the slates with the support legs will be sent
b) The broken drawer will be replaced
c) The recliners will be taken look at and if it is still not functional, the team on 01/04/will take it backEvent 3: On 01/04/2017, the Second Delivery Team arrives only with the missing PostThe did not have the slates or the support legs to complete the bedThe also had absolutely no idea about the broken drawerThey were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properlyThey were able to fix that atleastWe told them also to take back the Bed as it was not complete and without the Slates we cannot even sleep on it and the Chest Drawer was brokenSo they connected me again to the Ce and left without taking my signature as I had refused it till I completed the talk with Customer CareThe Ce person was initially courteous but when I told them that I do not want incomplete order of my furniture, was rude enough to tell me that regardless of my signing or not signing the delivery, since the merchandise is lying at my home, I am responsible for itI don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instanceWe asked to speak to the supervisorAfter a wait of mins, I was transferred to the Supervisor/ Manager named DanDuring this conversation I was assured that another Service Engineer will be coming in the afternoon and that he will have the Slates and the Support legs to fix the bedHe indicated he would order for me a replacement drawer for the broken Chest DrawerEvent 4: I call the local Woodbridge store to talk to Pamela but she is not in so Wendy from their office connects me to Customer Care again and I speak to Peter who tells me that the drawer was not ordered but that a service agent is on his way and that whatever issues are there they will be addressed by the service agentEvent 5: A service guy arrives at around pm on 01/04/2016, with absolutely nothingHe sees the bed and empathizes with usHe tells us that Bobs does not give them any missing part so he cannot do much but try his best to help usSince the drawer is new and broken, he suggested that a replacement will have to be orderedHe also told us that he had the wrong information of our bed (i.e King, whereas our was Queen size bed)He had one King size slate in his truck and a non-matching support leg so he cut the king size into queen size and with whatever ONE old support leg he had in his bagHe just put it for us TEMPORARILY to sleepHe clearly told us that since it is not of the perfect size, it will not hold the bed good for longSo again I was connected to Customer Care and after a good 30-minutes of help by a very pleasant Customer Care person I was assured of the following things:
a)On 01/06/2017, the service engineer will come with new slates and support legs and fix itShe indicated that she will send more slates and support legs just so that we are assured that the bed will be strongb) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawerThis had somewhat soothed our frustration but we (my wife and I) wanted to just go and talk to the Store and tell them about our horrid experienceEvent 6: We went to the local Woodbridge Store and spoke to Pamela and the Manager (Todd) who indicated that they can’t do much once the order leaves from the storeTodd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheetI emphasized that I had not signed a single delivery sheet and he was apologeticTodd has offered us to take out the delivery charge but this is not what we are looking forHe empathizes with us and tries to take the delivery charge but the system freezes so he indicates that he will send me an email with an invoice that clearly shows delivery charge was taken offWe leave the store and then get a call from Todd that the system will not allow him to take the delivery charge off and so he will work to send me a gift card of the same amountI told him I don’t care about the gift card but just want the situation to be resolvedEvent 7: Service Engineer arrives on 01/06/without any slates or support legs and tells us that he cannot do anything and that we will get a call from customer care after he leaves and he too leaves without addressing the issue at hand—unfixed bedWe are not amused any moreWe paid $4,500, took three days off from work to get the delivery and service from agents and yet no resolution to our bed and the chestOur bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can useIts beyond frustratingEvent On 1/6/after getting another run down, my wife and I decide to contact HeadquartersWe write description (Event through 7) to three Business Management Executives (Nicole T*** Tiffany L*** and Tracy S***) listed on Revdex.com and note the following: So now I am writing to you today and asking for your interventionIn summary, even after paying $4, and going through numerous deliveries, service agent visits and calls with customer care and days off from work we are still awaiting:
a) The slates and the support legs so that I and my wife can sleep on the useless queen bed lying in my Master bedroom
b) The brand new *** *** Chest Drawer to replace the Chest with a broken drawer
Please note that we expect these issues to be resolved in only one visit, as I do not have any more days off from work that I can waste running behind your service agents and delivery people (as you may acknowledge taking off days from work also costs money)Either please get the whole issue resolved or ask people in your company to take back the useless furniture from our homeAll this has left us angry, frustrated and emotionally exhaustedWe have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and familyIn addition to disputing the transaction with our credit card company, we are also strongly considering a legal course if this is not resolved to our satisfaction in the next two weeksThe hard earned money that we spent deserves a high quality useable product and serviceAfter paying $4,and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor serviceWe desperately await a response from the higher authorities such as you at Bob's since none of the people who we have talked to so far have been able to address our issues and have been passing us like a ball to each otherThis is not what we expect and or deserve(Note: Immediately got an out of office reply from Tracy S***)
Event On 1/7/at 8:am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #***) who indicates that she is not a regular Customer Care person and can really work to resolve our issuesShe assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/per my convenienceShe also mentions on her own that we will be compensated for our time ( I did not bring it up) but will require me to call them after the new delivery has been madeI emphasize to Ellie that I am not going to call and that I expect them to reach out to meI had too many run arounds and I am not willing to spend any more time chasing the companyShe assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning deliveryI decide to give this one more tryEvent On 1/10/2017, we receive the delivery teamThe delivery team has the new drawer but I am informed by them that it has scratches and am asked if I am willing to accept itI say no because I paid for new furniture--not scratched furnitureThe delivery team also informs me that they have rails but no slatsAgain, the bed cannot be finished because it needs slats not railsThe delivery personnel calls Customer Care and now I speak to Aaron (agent 355) who apologizes and indicates that he can reorder the whole bed and the chestI have no faith left and decide that there is no point in arguing with Aaron so I go through the motions and schedule a delivery for 1/I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with herEvent 12: An hour later I get an email from Tracy S*** (one of the three Executives who we wrote to)Here is what her email said:
Good Morning,
I am very sorry for my delay in responding to you, first I have been out of the office for the past few days and am just getting back into my email nowI have taken some time to read through your email and your account I am very sorry for the continued issues, lack of communication and failures While it is not our procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the procedureWith the addition of the failure today, I believe the best course of action is to pick up for a refund I do not see any note of any issue with the *** Living Room set Would you like to keep that set in the home? I would still offer to refund the entire delivery fee as a courtesy, even if you choose to keep some of the deliveryPlease advise if you would like the bedroom set picked up for a refund or you would prefer a different course of action We can offer a reselection or the pending exchange and then compensationI plan to be in the office today until If you would prefer to speak on the phone, please advise, I am afraid my voice is still not completely back but I certainly can call if you preferI write back to her:
Tracy,
Please call me between noon and pmIf that doesnt work for you, please indicate time frames that work for you and you can call per your and my availabilityJust as a point of clarification, even if you are offering me a full refund for the bedroom furniture along with the delivery as I dont think I want to retain this broken bedroom furniture set, think about the days of inconvenience, days time taken off from work and the physical and emotional exhaustion that we went through when you offer me compensation--please dont low ball me and make further fun of my entire situationI am not trying to seek out money for the sake of sticking it to Bob's but I did get rid of my entire previous bedroom furniture set and have been sleeping on the floorI am strongly considering all options including legal after another failure today and I am sure we both dont want to go through itThanks
Event Tracy calls meWe discuss the refund on the bedroom set, delivery fee and ***She indicates that I also have a $store credit from ToddI tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store creditAnyways, we discuss the refund processIt is going to require me to call themThats Ok I said--I understand credit card privacy et alWe talk about compensation--she mentions the $store credit as compensationI refer her to my email--all the days of inconvenience, frustration, days off from work etcI told her that her offer was akin to making fun of meShe indicates this is the best she can do for meI sincerely indicate that I am open to taking all options including legal as I am not sure Bob's is really serious about compensating me for my days of traumatic filled incidentI am not out there to get money and stick to Bob's but a $store credit is definitely a slap in my face after all I have gone throughTracy reinforces her offerI decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise backThe bedroom furniture is scheduled to be returned 1/12/So that is my entire experience in a nutshellI am definitely not going to Bob's ever againNot gonna advise anyone to go there again and if you do please be ready for such an encounterAlso, I will be looking for legal options--days of sleeping on the floor, living in messy bedroom, taking time off from work and dealing with Bob's has me definitely taking a drastic step I have never taken beforeThese guys need be taught a lesson in human decency and cannot get away with treating customers this way
Good Morning Mrs***,
I apologize the furniture has failed to meet your quality expectationsOur records indicate that the sofa and loveseat purchased by your children in 2010, was advertised as 100% bonded leatherBonded leather is essentially strips of genuine leather
bonded together to form larger pieces; With use, it is possible that the leather may showcase cracking and peelingThe manufacturer warranty associated with this merchandise was effective for one year, beginning from the date of delivery
***/goof proof is designed to provide coverage against most common types of in home accidental damageWhen you contacted *** on, May 19, you reported that after sitting on the sofa, you noticed that the leather began cracking and peeling; Since an accident was not reported, your claim was denied
Bob's Discount Furniture appreciates your business and promises to stand behind our furniture, even after the expiration of the manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for store credit minus a 50% usage fee; the total available store credit will be $and you will be responsible for deliveryUnfortunately, parts are not available
It is our hope that you understand our position and find our offer fair
Sincerely
*** ***
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do see in our records, when the report of the missing piece was
called in, it was reported as the wrong piece.
So in our efforts to get this delivered we were going off incorrect
information, and tried to deliver the wrong piece several times. We are sincerely sorry that we wasted so much
of the customer’s time, and caused them inconvenience. This was scheduled for 3/21/but the
customer has rescheduled the delivery.
We certainly can offer to compensate this customer for the failed
delivery attempts. We offer all
compensation as a Bob’s Gift Card. Once
the final delivery is completed the customer can call into customer care or their
store to have the account reviewed for compensation.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Our records show no indication of service appointments or
resolution agreements with this customer since September of
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of saleThe
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refundI was told that they do not offer refundsInstead I was issued a store creditThank you for your help in this matter*** *** *** *** *** *** *** CT
Sincerely,
*** ***
I am
very sorry for the confusion you experienced during your online purchase with
usI assure you that we are a company built on core values such as honesty and
integrity
The Olivia Daybed via our website has a ‘Description’
tab containing accurate information to educate our customers on what comes at
the $price pointHere is the link to the Olivia Daybed page and I have
pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed
Product Details:
- Mattress not included
- Daybed includes arms, back, rails, slats, and underbed trundle unit
- 100% polyester
Bobs Discount Furniture has not failed in our
ability to properly advertise this product for sale and I do acknowledge your
frustrations as I see that there is one photo with a picture of the daybed in
showroom condition; however there are two other pictures on the same page that
plainly illustrate the daybed with no additional bedding at the $price
pointI do apologize that your sales order was not personally reviewed with
you by one of our sales professionals during the busy tax free weekend and as a
form of apology we can provide you with a $Bobs Discount Furniture Gift
CardRegretfully we are unable to further discount or give merchandise away at
no charge, this $gift card can help to cover the cost of the new delivery
fee associated with the purchase of the bedding you cite to still need
In order to process this Gift Card to you I will
ask that you respond to me with information that will help me locate your sales
orderI tried searching with your name, address, and email but my search
continues to return no hitsDo you have your sales invoice number, the
delivery address, or the first and last name that is listed on your sales
invoice?
Kind Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
see my email to *** this morning:
-----Original Message-----
From: *** ***
Sent: Thursday, May 08, 8:AM
To: ***
Subject: RE: Revdex.com CLAIM:
Good Morning ***,
Thank you so much for these photosI can certainly see why
you have concerns regarding the condition of your leatherI apologize that I
am still unable to get this damage deemed a manufacturing defect and I have
gone straight to our Service Technician Manager with your photosBecause Bobs
Discount Furniture truly does care about our customers, as an extreme courtesy
we are offering you a store credit in the amount you originally paid for your
setI have placed this credit into our system for you so if you'd like to
accept this as a resolution for your concerns you can visit one of our
showrooms as soon as 10am this morning
The Store credit of $ 1,924.93 will remain open through 7.08.2014, as you
originally picked up your merchandise you would be asked to return the
sofa/loveseat prior to or on the same day you picked up your newly selected
merchandiseShould you opt to pay a delivery fee on your new merchandise we
can arrange to remove the current sofa/loveseat you have on the same date your
new merchandise is deliveredKeep in mind you can use some of your pending
credit towards the cost of a delivery fee should you choose to go this route
The internal credit number reflected in our system is:
*** - If you are able to provide this number to your new sales person it
will make the task of applying your available funds easy during your new
purchasing experience
Please let me know if you find this to be an acceptable
resolution and if not I can void the open credit and would ask that you please
advise me of how you would like to move forward
Thank you for your time and I apologize again that you
have had to waste so much of it trying to get your concerns resolved with your
product
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furnitureI also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection planAs I was not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming themThe *** *** Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price pointThe simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond use)
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘page handout’
regarding the *** *** ProtectionYour sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘*** ***’, as its name depicts, offers coverage against one time
accidental damage occurrences
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery chargeWe will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the *** *** Plan as you allege this being sold to you in an inappropriate
manner
Please let me know how if you
would like to accept the refund of $by responding to me via this Revdex.com channel
I apologize to you again for any frustration we have caused you
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the issues
represented here. The customer had delivery on 12.19.16. The customer did not report the damage until
two weeks later. The delivery manifest
was signed with no noted damage on the day of delivery.
The depot has been notified that the customer has not been
able to send the requested information to the number given. We have asked them to reach out to the customer
to provide alternate contact information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Roman">
We are very sorry for any confusion or
miscommunication this customer is experiencing using the warranty for the
merchandise purchased from Bob’s.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is
through a third party company, ***.
*** covers the merchandise for accidental damages. Accidental damage must be reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a single
accident or incident and not through everyday use, misuse or abuse of the
merchandise.
We are very sorry that the customer
does not agree with our technician’s report.
If the customer believes that the issues with the seats are a
manufacturing defect, we welcome the customer submitting photos through the Revdex.com
mediation site. Please submit at least
two color photos, one from a distance and one close up of the seats that you
believe to be defective
*** has not denied the claim on
the pet stain. When I reached out to
them they said the claim is still being worked and they should have a offer of
resolution soon
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our
records indicate that this customer’s request for refund has been fulfilled;
the final refund was created and credited on If *** is in need of
further assistance for any other reason we will gladly help herPlease pass my
apologies to *** for the poor experience she has had with this purchase
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer *** today via telephone (8.28.2014) and I have offered him two paths for resolution
for this concernI have also provided *** with my personal apologies for the
lack of care and empathy that I feel was applied to his concern as he was
initially seeking recourse through our Customer Care Offices
I am currently awaiting *** call back to advise me of which option he and his wife will proceed with
Thank you for the opportunity to make it right,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you have been having difficulty getting your concerns properly
addressed and I apologize further that you feel the service you have received has
been insincere and unsympatheticI can assure that having been our Customer
Care Department Trainer for several years, we genuinely do care and wish to
solve every concern any customer has
Our
Goof Proof Protection Plans are extremely valuable protection plans when used
within the appropriate guidelines and we continually find more successful
results with customers who have purchased these plans verses customers who have
not purchased the additional protectionIt is never our intention to simply
deny a customer a resolution for their concern and I apologize that you have received
such a lack of appropriate attention towards your complaint
While
I understand that you do not want to spend any more of your valuable time on
this concern I am unable to properly located your (your sisters?) account with
the information you have provided meI did locate an account by address that I
think may be your sisters, is her first name ***? I really do have a vested
interest in helping you resolve the concerns with these chairs and I appreciate
you bringing the obvious coaching needs we have to my direct attentionWould
you please respond to me with your sister’s full name, telephone number she
used for this purchase, sales order number, or delivery address so I can verify
that I am offering the correct customer resolution? If I may, I would also
suggest that you attach pictures of the chairs and their concerns to your
response so I can review these damages with my Service Management TeamIf a
service technician has already been to your sister’s home we can work off of
his report, however with pictures I can most likely have a direct answer for
you with 1-days of you sending them in
Thank
you for your time and I apologize again that you have been so disappointed by us;
I only wish to make this right for you ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** today via the phone number he has
provided in this complaintI was able to speak with *** and I thank him
again for his willingness to work with us in finding a satisfactory resolution
for his concernI apologize to *** for the fact that we weren’t able to
save his valuable time and reach this resolution when he initially made us
aware of his complaintBobs Discount Furniture cares very much for all our
customers and we appreciate the opportunity *** has provided us with to
correct the areas within our organization that need improvement
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I bought a mattress and box spring ($700.00) from Bob's Discount Furniture in February of The mattress began sagging in the middle after about months In August I reported it, they sent a tech out and he measured it at one and one half inch sag They told me they would replace it I paid an extra $to get an upgrade in August It is now March of 2016, months later, and this mattress also has developed a one and one half inch sag They have told me that they will not refund my money because I didn't report it within days! The Mattress Satisfaction Policy states: "If you are unhappy with the comfort of your mattress having AFTER having slept on it for thirty (30) days, please call our Customer Service ..........If you do not re-elect another mattress, we will refund the full purchase price less our prevailing delivery fee." The mattress I purchased was comfortable for 2-months before it started to sag The tech told me today that it is a manufacturer's defect I understood that the mattress was guaranteed for one year Lokking closely at it this morning after taking off the waterproof mattress cover, I see many little defects in the mattress cover itself and believe that it is a "second or factory defect" I asked Josh at Customer Service if he would get another mattress for them His reply, "I understand your frustration, but we can't refund your money!"
Complaint: ***
I am rejecting this response because:
I have made an appoinment to see if the mechanism will workIt will not be serviced until June 11th though because I am out of the country until then and the days I had available before I left were days that the technicians were not workingI cannot have a reselection because I chose this sleeper sofa for it's size, as I live in *** where space is premiumI will wait to see if the new sleeper mechanism will fit and resolve the problemUntil then I still want my complaint on record
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would prefer for the delivery team to leave the drawer at my garage door, since I am in/out most of the time Thank you for your quick response
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Bob's discount furniture to date has not refunded me all of the money that they ow me
Their customer service department is not customer friendly and they give you the run around
To date the merchant still ows me $that they refuse to credit me
Please assist me in recuperating my funds from this merchant
Sincerely,
*** ***
HelloThis is an update in regard to complaint #*** for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe
attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution. The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, *** ***
Good Afternoon ***,
Roman" size="3">
I’m sorry to hear that you experienced any further failures from
our company and I apologize again that your refund from the ‘Acceptance Now’
company took so long for you to receive back
I completely understand your reasons for posting about your
negative experiences via the Revdex.com website and I truly wish I could undo what has
been done to cause us to loose your trust If we ever do get the chance to serve you again
please feel welcome to reach out to me directly by email at ***
and I will personally do everything in my power to make sure that your
scheduled delivery goes according to plan
Sincerely,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Here is a summary of my entire traumatic encounter with Bob’s Discount FurnitureEvent 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/through Sales Associate Pamela K*** for the following items:
e whom they had connected us toC
e told that all these things will be taken care of on 01/04/when the new delivery team will comeThere was no mention of a service agentThe C
e assured us that on 01/04/2017,
e and left without taking my signature as I had refused it till I completed the talk with Customer CareThe C
e person was initially courteous but when I told them that I do not want incomplete order of my furniture, was rude enough to tell me that regardless of my signing or not signing the delivery, since the merchandise is lying at my home, I am responsible for itI don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instanceWe asked to speak to the supervisorAfter a wait of mins, I was transferred to the Supervisor/ Manager named DanDuring this conversation I was assured that another Service Engineer will be coming in the afternoon and that he will have the Slates and the Support legs to fix the bedHe indicated he would order for me a replacement drawer for the broken Chest DrawerEvent 4: I call the local Woodbridge store to talk to Pamela but she is not in so Wendy from their office connects me to Customer Care again and I speak to Peter who tells me that the drawer was not ordered but that a service agent is on his way and that whatever issues are there they will be addressed by the service agentEvent 5: A service guy arrives at around pm on 01/04/2016, with absolutely nothingHe sees the bed and empathizes with usHe tells us that Bobs does not give them any missing part so he cannot do much but try his best to help usSince the drawer is new and broken, he suggested that a replacement will have to be orderedHe also told us that he had the wrong information of our bed (i.e King, whereas our was Queen size bed)He had one King size slate in his truck and a non-matching support leg so he cut the king size into queen size and with whatever ONE old support leg he had in his bagHe just put it for us TEMPORARILY to sleepHe clearly told us that since it is not of the perfect size, it will not hold the bed good for longSo again I was connected to Customer Care and after a good 30-minutes of help by a very pleasant Customer Care person I was assured of the following things:
a) *** *** – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) *** – Recliner Sofa and Love Seat
Paid $for all thisThe Delivery was scheduled on 12/30/This was the only pleasant experienceEvent 2: On 12/30/2016, when the delivery guys came with the above mentioned items the following things were missing / damaged / not functional:
a) The Post for the Queen bed was missing
b) There was only slates and the support legs instead of slates and support legs so the Slates and support legs for the Slates were incompletec) The Fourth drawer from the Top (2nd from the bottom) was broken in the Chest Drawer
d) The Recliners were not functional, the right side of the sofa was reclining, whereas the left was not recliningIn the Love seat the buttons for the headrest were not functionalI immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things backPlease note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGSI DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACKTHEY JUST LEFT, while I and my wife were still talking to the C
a) The missing post and the slates with the support legs will be sent
b) The broken drawer will be replaced
c) The recliners will be taken look at and if it is still not functional, the team on 01/04/will take it backEvent 3: On 01/04/2017, the Second Delivery Team arrives only with the missing PostThe did not have the slates or the support legs to complete the bedThe also had absolutely no idea about the broken drawerThey were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properlyThey were able to fix that atleastWe told them also to take back the Bed as it was not complete and without the Slates we cannot even sleep on it and the Chest Drawer was brokenSo they connected me again to the C
a)On 01/06/2017, the service engineer will come with new slates and support legs and fix itShe indicated that she will send more slates and support legs just so that we are assured that the bed will be strongb) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawerThis had somewhat soothed our frustration but we (my wife and I) wanted to just go and talk to the Store and tell them about our horrid experienceEvent 6: We went to the local Woodbridge Store and spoke to Pamela and the Manager (Todd) who indicated that they can’t do much once the order leaves from the storeTodd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheetI emphasized that I had not signed a single delivery sheet and he was apologeticTodd has offered us to take out the delivery charge but this is not what we are looking forHe empathizes with us and tries to take the delivery charge but the system freezes so he indicates that he will send me an email with an invoice that clearly shows delivery charge was taken offWe leave the store and then get a call from Todd that the system will not allow him to take the delivery charge off and so he will work to send me a gift card of the same amountI told him I don’t care about the gift card but just want the situation to be resolvedEvent 7: Service Engineer arrives on 01/06/without any slates or support legs and tells us that he cannot do anything and that we will get a call from customer care after he leaves and he too leaves without addressing the issue at hand—unfixed bedWe are not amused any moreWe paid $4,500, took three days off from work to get the delivery and service from agents and yet no resolution to our bed and the chestOur bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can useIts beyond frustratingEvent On 1/6/after getting another run down, my wife and I decide to contact HeadquartersWe write description (Event through 7) to three Business Management Executives (Nicole T*** Tiffany L*** and Tracy S***) listed on Revdex.com and note the following: So now I am writing to you today and asking for your interventionIn summary, even after paying $4, and going through numerous deliveries, service agent visits and calls with customer care and days off from work we are still awaiting:
a) The slates and the support legs so that I and my wife can sleep on the useless queen bed lying in my Master bedroom
b) The brand new *** *** Chest Drawer to replace the Chest with a broken drawer
Please note that we expect these issues to be resolved in only one visit, as I do not have any more days off from work that I can waste running behind your service agents and delivery people (as you may acknowledge taking off days from work also costs money)Either please get the whole issue resolved or ask people in your company to take back the useless furniture from our homeAll this has left us angry, frustrated and emotionally exhaustedWe have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and familyIn addition to disputing the transaction with our credit card company, we are also strongly considering a legal course if this is not resolved to our satisfaction in the next two weeksThe hard earned money that we spent deserves a high quality useable product and serviceAfter paying $4,and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor serviceWe desperately await a response from the higher authorities such as you at Bob's since none of the people who we have talked to so far have been able to address our issues and have been passing us like a ball to each otherThis is not what we expect and or deserve(Note: Immediately got an out of office reply from Tracy S***)
Event On 1/7/at 8:am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #***) who indicates that she is not a regular Customer Care person and can really work to resolve our issuesShe assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/per my convenienceShe also mentions on her own that we will be compensated for our time ( I did not bring it up) but will require me to call them after the new delivery has been madeI emphasize to Ellie that I am not going to call and that I expect them to reach out to meI had too many run arounds and I am not willing to spend any more time chasing the companyShe assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning deliveryI decide to give this one more tryEvent On 1/10/2017, we receive the delivery teamThe delivery team has the new drawer but I am informed by them that it has scratches and am asked if I am willing to accept itI say no because I paid for new furniture--not scratched furnitureThe delivery team also informs me that they have rails but no slatsAgain, the bed cannot be finished because it needs slats not railsThe delivery personnel calls Customer Care and now I speak to Aaron (agent 355) who apologizes and indicates that he can reorder the whole bed and the chestI have no faith left and decide that there is no point in arguing with Aaron so I go through the motions and schedule a delivery for 1/I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with herEvent 12: An hour later I get an email from Tracy S*** (one of the three Executives who we wrote to)Here is what her email said:
Good Morning,
I am very sorry for my delay in responding to you, first I have been out of the office for the past few days and am just getting back into my email nowI have taken some time to read through your email and your account I am very sorry for the continued issues, lack of communication and failures While it is not our procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the procedureWith the addition of the failure today, I believe the best course of action is to pick up for a refund I do not see any note of any issue with the *** Living Room set Would you like to keep that set in the home? I would still offer to refund the entire delivery fee as a courtesy, even if you choose to keep some of the deliveryPlease advise if you would like the bedroom set picked up for a refund or you would prefer a different course of action We can offer a reselection or the pending exchange and then compensationI plan to be in the office today until If you would prefer to speak on the phone, please advise, I am afraid my voice is still not completely back but I certainly can call if you preferI write back to her:
Tracy,
Please call me between noon and pmIf that doesnt work for you, please indicate time frames that work for you and you can call per your and my availabilityJust as a point of clarification, even if you are offering me a full refund for the bedroom furniture along with the delivery as I dont think I want to retain this broken bedroom furniture set, think about the days of inconvenience, days time taken off from work and the physical and emotional exhaustion that we went through when you offer me compensation--please dont low ball me and make further fun of my entire situationI am not trying to seek out money for the sake of sticking it to Bob's but I did get rid of my entire previous bedroom furniture set and have been sleeping on the floorI am strongly considering all options including legal after another failure today and I am sure we both dont want to go through itThanks
Event Tracy calls meWe discuss the refund on the bedroom set, delivery fee and ***She indicates that I also have a $store credit from ToddI tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store creditAnyways, we discuss the refund processIt is going to require me to call themThats Ok I said--I understand credit card privacy et alWe talk about compensation--she mentions the $store credit as compensationI refer her to my email--all the days of inconvenience, frustration, days off from work etcI told her that her offer was akin to making fun of meShe indicates this is the best she can do for meI sincerely indicate that I am open to taking all options including legal as I am not sure Bob's is really serious about compensating me for my days of traumatic filled incidentI am not out there to get money and stick to Bob's but a $store credit is definitely a slap in my face after all I have gone throughTracy reinforces her offerI decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise backThe bedroom furniture is scheduled to be returned 1/12/So that is my entire experience in a nutshellI am definitely not going to Bob's ever againNot gonna advise anyone to go there again and if you do please be ready for such an encounterAlso, I will be looking for legal options--days of sleeping on the floor, living in messy bedroom, taking time off from work and dealing with Bob's has me definitely taking a drastic step I have never taken beforeThese guys need be taught a lesson in human decency and cannot get away with treating customers this way
Good Morning Mrs***,
I apologize the furniture has failed to meet your quality expectationsOur records indicate that the sofa and loveseat purchased by your children in 2010, was advertised as 100% bonded leatherBonded leather is essentially strips of genuine leather
bonded together to form larger pieces; With use, it is possible that the leather may showcase cracking and peelingThe manufacturer warranty associated with this merchandise was effective for one year, beginning from the date of delivery
***/goof proof is designed to provide coverage against most common types of in home accidental damageWhen you contacted *** on, May 19, you reported that after sitting on the sofa, you noticed that the leather began cracking and peeling; Since an accident was not reported, your claim was denied
Bob's Discount Furniture appreciates your business and promises to stand behind our furniture, even after the expiration of the manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for store credit minus a 50% usage fee; the total available store credit will be $and you will be responsible for deliveryUnfortunately, parts are not available
It is our hope that you understand our position and find our offer fair
Sincerely
*** ***
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do see in our records, when the report of the missing piece was
called in, it was reported as the wrong piece.
So in our efforts to get this delivered we were going off incorrect
information, and tried to deliver the wrong piece several times. We are sincerely sorry that we wasted so much
of the customer’s time, and caused them inconvenience. This was scheduled for 3/21/but the
customer has rescheduled the delivery.
We certainly can offer to compensate this customer for the failed
delivery attempts. We offer all
compensation as a Bob’s Gift Card. Once
the final delivery is completed the customer can call into customer care or their
store to have the account reviewed for compensation.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Our records show no indication of service appointments or
resolution agreements with this customer since September of
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of saleThe
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refundI was told that they do not offer refundsInstead I was issued a store creditThank you for your help in this matter*** *** *** *** *** *** *** CT
Sincerely,
*** ***
Good Afternoon
***,
I am
very sorry for the confusion you experienced during your online purchase with
usI assure you that we are a company built on core values such as honesty and
integrity
The Olivia Daybed via our website has a ‘Description’
tab containing accurate information to educate our customers on what comes at
the $price pointHere is the link to the Olivia Daybed page and I have
pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed
Product Details:
- Mattress not included
- Daybed includes arms, back, rails, slats, and underbed trundle unit
- 100% polyester
Bobs Discount Furniture has not failed in our
ability to properly advertise this product for sale and I do acknowledge your
frustrations as I see that there is one photo with a picture of the daybed in
showroom condition; however there are two other pictures on the same page that
plainly illustrate the daybed with no additional bedding at the $price
pointI do apologize that your sales order was not personally reviewed with
you by one of our sales professionals during the busy tax free weekend and as a
form of apology we can provide you with a $Bobs Discount Furniture Gift
CardRegretfully we are unable to further discount or give merchandise away at
no charge, this $gift card can help to cover the cost of the new delivery
fee associated with the purchase of the bedding you cite to still need
In order to process this Gift Card to you I will
ask that you respond to me with information that will help me locate your sales
orderI tried searching with your name, address, and email but my search
continues to return no hitsDo you have your sales invoice number, the
delivery address, or the first and last name that is listed on your sales
invoice?
Kind Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
see my email to *** this morning:
-----Original Message-----
From: *** ***
Sent: Thursday, May 08, 8:AM
To: ***
Subject: RE: Revdex.com CLAIM:
Good Morning ***,
Thank you so much for these photosI can certainly see why
you have concerns regarding the condition of your leatherI apologize that I
am still unable to get this damage deemed a manufacturing defect and I have
gone straight to our Service Technician Manager with your photosBecause Bobs
Discount Furniture truly does care about our customers, as an extreme courtesy
we are offering you a store credit in the amount you originally paid for your
setI have placed this credit into our system for you so if you'd like to
accept this as a resolution for your concerns you can visit one of our
showrooms as soon as 10am this morning
The Store credit of $ 1,924.93 will remain open through 7.08.2014, as you
originally picked up your merchandise you would be asked to return the
sofa/loveseat prior to or on the same day you picked up your newly selected
merchandiseShould you opt to pay a delivery fee on your new merchandise we
can arrange to remove the current sofa/loveseat you have on the same date your
new merchandise is deliveredKeep in mind you can use some of your pending
credit towards the cost of a delivery fee should you choose to go this route
The internal credit number reflected in our system is:
*** - If you are able to provide this number to your new sales person it
will make the task of applying your available funds easy during your new
purchasing experience
Please let me know if you find this to be an acceptable
resolution and if not I can void the open credit and would ask that you please
advise me of how you would like to move forward
Thank you for your time and I apologize again that you
have had to waste so much of it trying to get your concerns resolved with your
product
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furnitureI also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection planAs I was not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming themThe *** *** Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price pointThe simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond use)
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘page handout’
regarding the *** *** ProtectionYour sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘*** ***’, as its name depicts, offers coverage against one time
accidental damage occurrences
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery chargeWe will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the *** *** Plan as you allege this being sold to you in an inappropriate
manner
Please let me know how if you
would like to accept the refund of $by responding to me via this Revdex.com channel
I apologize to you again for any frustration we have caused you
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison