Good
Afternoon Revdex.com,
face="Calibri" size="3">
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Ms. ***,I apologize for the part order delayThe release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturerAs a result of the delay, we refunded the part order (April 7,
2015) and we will install the part free of chargeCurrently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your reclinerI apologize for the delay and assure you that we will get the part to you, just as soon as it becomes availableUnfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and businessI will keep a copy of your order and personally update you, if there are any changes.Thanks*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion
or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in April and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
*** terms and conditions sent to the customer after
purchase does list specifics of the protection plan. We would expect that any customer would
review these specific detailsWe have reviewed the *** denial and it does
fall within their plan guidelines. In an
effort to try to make this right we have placed a part order for the seat
casing that was cut. This will be
shipped directly to the customer’s home and once received the customer can call
in to have the installation completed.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI had to pay to get my product but aside from that I am pleased
Sincerely,
*** ***
Good Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very sorry that this
miscommunication has caused this customer distress. I can understand why they feel that they are
entitled to be compensated. The new
purchase should have brought them comfort and the issues they encountered took
the fun out of it.
I have set up for the portion of your
sales order that you charged on your Mastercard to be refunded to you, please
call the store with that credit card in hand and the store will complete the
refund process, as we do not have access to the credit card number. Please call ###-###-#### when Bob starts
talking, hit and let the store know you need to add your credit card number
to credit *** in the amount of $
That leaves part of the delivery fee still to refund;
I have set up for a gift card to be emailed to you at the address on this
complaint. An ECard will be sent to you
in the amount of $20. Please allow three
to five days for processing.
I am sorry that this happened, I hope you will
accept this compensation as our apology
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We understand that this customer is extremely upset by this issue
""> We must stress however that the details are
misrepresented in this complaint.
We reached out to every customer that had delivery from
a single lot of mattresses. We had been
informed by the shipping company that they had located mold in the container
that the lot was transported in. The
mattresses in this container were individually wrapped, boxed and the boxes
shrink wrapped again. No mold was found
on our boxes or mattresses. We reached
out to each customer and offered to exchange the mattress as a precaution only
This customer has been in constant contact with Bob’s
Supervisors. We set up the credit and
offered to pickup what was in the home because they didn’t want to wait. The customer then changed their mind and
wanted to go reselect first, so they would not be without merchandise. They have changed their minds several times
on what they would like to do and when. We
were informed of the possible issue on the customer was called the same
day, the credit was set up. The customer
requested we credit them for the foundations, the pillows, the mattress
protector as well as the mattress. We
agreed as a courtesy to include everything the customer had asked for. The customer then went to the store and
selected other merchandise and asked us to cover the difference for the new
merchandise that was more expensive. We set
up the credit for that as well
At this time the exchange is set for today
8.18.16. We hope to have this situation
resolved for the customer today.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Very disappointed - Bob's make crap furniture and does not explain the *** *** protection plan properly - our furniture is only years old and is completely falling apartBobs is doing NOTHING to help us!!! We reported them to the Revdex.com and will be placing a small claims action suit against themI advise anyone to stay clear of BOB'S!!!! We will NEVER go to Bob's again!!!!
Good Morning Revdex.com and ***,
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email ***
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
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 Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenAny 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, for this
customer we initially offered a monetary refund, we have already refunded
$back to Wells Fargo as an apologyWorking 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
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.SWe 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
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology
I am willing at this time, due to the stress we caused
this customer, make a one-time offer of an additional compensation of $as a
Bob’s Discount Furniture gift card
Kindest Regards,
Tracy S***
Bob’s Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Once again bobs furniture is being very dishonest and
further twisting this story in their favorThe technician did in fact wait
several minutes, because he arrived before the scheduled time so there is no
need to try and use that like I did something wrongAnd as far as what I said
to “***” when he arrived, that’s laughable
to say that is the way I greeted himI distinctly remember talking about his
timely arrival, and that is absolutely a lie that I said thatI was not coercing
him into lying about the bed, I was asking to write exactly what he was telling
me about the bed, that it was factory defect and no wear and tear could
cause that, which to reiterate, he told me multiple times in multiple fashions
(bent pole, metal being bent and loosening up, post being loose from an untighten
able bolt)And to say that the technician didn’t warm me about Bobs is absolutely
a lie, they can’t stand behind their warranty or they outside hired technicians
And furthermore, you are once again lying about the
situationThe technician certainly did not try and leave my house as quickly
as possible, because he was petting and playing with my new puppy dogHe said
he also has German Shepherd dogs and was telling me all about themHe was
telling me about how to treat them, even telling me about getting some kind of
liability for the dog, so you can not try and say he was in a rushHe was also
taking pictures and telling me how he wanted to show his wife them cause she
would like the dog, so clearly not in a rushI believe his last words to me
were, “im going to help you out as much as I can buddy.” Which was also a lie
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
May and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. Per the *** *** *** handout and the
*** warranty card, pet damage from bodily fluids is covered. That is the only pet damage that is covered
by ***. Damage from a pet’s nails
or teeth is considered preventable
While this is not a manufacturing defect and does not fall
under the Bob’s umbrella of coverage, we are willing to offer the customer a
courtesy part order for the casing on the seat.
If this customer would like to accept please confirm that it is the
sleeper sofa seat cushion, we do have parts available for that piece. Once I receive that confirmation, I will
create the part order. The casing will be sent to the address on this
complaint. The part is ordered directly
from the manufacturer and does have a approximate weeks ship time
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apologies to *** for the
terrible experience that she and *** had to endure during their purchase and
delivery process from Bobs Discount FurnitureI assure *** that her concern
is very important to us and we have most certainly followed up on the alleged
lack of service she cites she has received from our higher levels of customer
careWe do not find a lack of attention or follow up to be a good
representation of adequate customer care
In researching our customers account I can confirm that the
refund for the bed and the delivery fee have been properly authorized and
refunded from our systemsPlease know that in the case of the delivery fee
refund we worked above and beyond our policies and procedures to satisfy
***’s demand for compensationWe do understand that we failed our customer
and by offering to process a refund of monetary compensation to our customer we
were putting forth an extreme amount of effort to make our failures right
We will not be offering additional monetary compensations to
*** as a further form of apology for the inconvenience she and *** have
experiencedWe can offer to provide our customer with a $Gift Card to
Bobs Discount Furniture as our form of further apologyWe do ask that our
customer does not view this as an attempt to force them to shop with us again
but rather an attempt to earn our customer’s trust back in our businessIf our
customer did not want to take another delivery through our direct services,
$goes a long way on the multiple cash and carry items our showrooms have
to offerWe do understand that ***’s Bobs experience was not satisfactory and
we assure both *** and *** that their experience is not the typical one our
valued customers have to remember us by
If *** would like this gift card processed by mail or
onto ***’s account she can contact us to complete this transaction at
###-###-#### (M-Sat 6:30a-8:00p)
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are truly very sorry that our customer has had any type
of negative experience with our partners at ‘Acceptance Now’I certainly can
understand his frustrations and I assure *** that Bobs Discount
Furniture does care about his concern
I have just finished speaking with ***, from our
Acceptance Now *** ** desk; she has informed me that her company has
already submitted a settlement offer to this customer*** was very shocked
to learn of the Revdex.com complaint because she indicated that *** has not
made contact with them to discuss the already offered resolutionWhile I absolutely
do not intend to pass ***’s concern off, Bobs Discount Furniture cannot
overturn or discuss offers that have been presented to our customer by another company
I apologize again for the lack of care that *** alleges he was met with
while seeking to resolve his complaints and I wish there was more Bobs Discount
Furniture could offer to do for him directly*** is currently awaiting
***’s phone call to discuss the settlement offer that is open to
resolve this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and provided her with my
sincerest apologies for the poor experience she has outlined and the disappointment
she has with the product she purchased from us
I also provided *** with two options for resolution and she
has agreed to call me back directly after taking some time to discuss these
with her husband
Option #1:
We will authorize an even exchange of the items (Reclining
Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one
time replacement under the *** *** Plan
-Or-
Option #2:
We will provide *** with a store credit to return to our
showroom and select a different set that will offer her more satisfactionThe
store credit would be made up of 80% credit on the price of the merchandise
(Reclining Sofa and Recliner), 100% credit on the cost of the *** *** Plan,
and any applicable sales tax based on laws in the state of **Acceptance of
this option also guarantees that we will cover the cost of delivering the newly
selected merchandise
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I'm Just waiting on the money being put back into my account, hopefully it will be there soon!!!!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
This response is unacceptable and very disappointingI did make a phone call to Bob's (*** where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call ***This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situationI am still stuck with a broken piece of furniture costing me a lot of $$Bob's says they are unable to force another company to help us outHowever, Bob's was the one who sold us ***'s policy and promised us that accidental damages would be covered
So how is my case different from any other person who has had an accident breaking their furniture?
I have reported the damage well within the time frame (days after it happened) and the accident has occurred within the year warranty that I was promisedKindly please try to understand my situation and help me outI am not asking for any coverage that is out of the warrantyKindest Regards,
*** ***
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantitiesThey do not want to admit that the item they delivered us has defects
On their representative visited usHis visit was very
brief, no discussion, no opinion, no conclusionHe presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defectsBecause they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $out of my pocket.They issued me a store credit of $instead of $originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,that I paid the first time.I can only hope that the newly purchased sofa will not have defects
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our drivewayThe delivery drivers the very next morning agreed that it was simply not possibleWhile we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claimI will send photos of the driveway if that will help
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: Thanks for getting back to meMy last discussion was with someone there was that could order those alternative legs for meI had already went to the store and checked out the new Fremont king bed set that looked exactly like the one I hadThe legs looked exactly the same as wellI have the sku # and would like for them to be ordered pleaseArticle # *** I just need the legs to the headboard and footboard, not the slatsThey sent me slats legs last time
Any help would be very much appreciated
Sincerely
Chantay L**
Revdex.com:
We will wait until February 1, for the third delivery attempt. If it at that time, the dining room set is damaged we will contact Bob's for a full refund. If it is not damaged we will accept the offer to refund the $delivery fee. Since my family and I had to reschedule our lives at three different occasions waiting for delivery of the table we feel we should also receive at least another $off the price of the set
We will contact you on February 1st after the delivery has been made
Thank you
*** ***
Good
Afternoon Revdex.com,
face="Calibri" size="3">
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Ms. ***,I apologize for the part order delayThe release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturerAs a result of the delay, we refunded the part order (April 7,
2015) and we will install the part free of chargeCurrently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your reclinerI apologize for the delay and assure you that we will get the part to you, just as soon as it becomes availableUnfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and businessI will keep a copy of your order and personally update you, if there are any changes.Thanks*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion
or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in April and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
*** terms and conditions sent to the customer after
purchase does list specifics of the protection plan. We would expect that any customer would
review these specific detailsWe have reviewed the *** denial and it does
fall within their plan guidelines. In an
effort to try to make this right we have placed a part order for the seat
casing that was cut. This will be
shipped directly to the customer’s home and once received the customer can call
in to have the installation completed.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI had to pay to get my product but aside from that I am pleased
Sincerely,
*** ***
Good Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very sorry that this
miscommunication has caused this customer distress. I can understand why they feel that they are
entitled to be compensated. The new
purchase should have brought them comfort and the issues they encountered took
the fun out of it.
I have set up for the portion of your
sales order that you charged on your Mastercard to be refunded to you, please
call the store with that credit card in hand and the store will complete the
refund process, as we do not have access to the credit card number. Please call ###-###-#### when Bob starts
talking, hit and let the store know you need to add your credit card number
to credit *** in the amount of $
That leaves part of the delivery fee still to refund;
I have set up for a gift card to be emailed to you at the address on this
complaint. An ECard will be sent to you
in the amount of $20. Please allow three
to five days for processing.
I am sorry that this happened, I hope you will
accept this compensation as our apology
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We understand that this customer is extremely upset by this issue
""> We must stress however that the details are
misrepresented in this complaint.
We reached out to every customer that had delivery from
a single lot of mattresses. We had been
informed by the shipping company that they had located mold in the container
that the lot was transported in. The
mattresses in this container were individually wrapped, boxed and the boxes
shrink wrapped again. No mold was found
on our boxes or mattresses. We reached
out to each customer and offered to exchange the mattress as a precaution only
This customer has been in constant contact with Bob’s
Supervisors. We set up the credit and
offered to pickup what was in the home because they didn’t want to wait. The customer then changed their mind and
wanted to go reselect first, so they would not be without merchandise. They have changed their minds several times
on what they would like to do and when. We
were informed of the possible issue on the customer was called the same
day, the credit was set up. The customer
requested we credit them for the foundations, the pillows, the mattress
protector as well as the mattress. We
agreed as a courtesy to include everything the customer had asked for. The customer then went to the store and
selected other merchandise and asked us to cover the difference for the new
merchandise that was more expensive. We set
up the credit for that as well
At this time the exchange is set for today
8.18.16. We hope to have this situation
resolved for the customer today.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Very disappointed - Bob's make crap furniture and does not explain the *** *** protection plan properly - our furniture is only years old and is completely falling apartBobs is doing NOTHING to help us!!! We reported them to the Revdex.com and will be placing a small claims action suit against themI advise anyone to stay clear of BOB'S!!!! We will NEVER go to Bob's again!!!!
Good Morning Revdex.com and ***,
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email ***
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
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 Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenAny 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, for this
customer we initially offered a monetary refund, we have already refunded
$back to Wells Fargo as an apologyWorking 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
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.SWe 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
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology
I am willing at this time, due to the stress we caused
this customer, make a one-time offer of an additional compensation of $as a
Bob’s Discount Furniture gift card
Kindest Regards,
Tracy S***
Bob’s Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Once again bobs furniture is being very dishonest and
further twisting this story in their favorThe technician did in fact wait
several minutes, because he arrived before the scheduled time so there is no
need to try and use that like I did something wrongAnd as far as what I said
to “***” when he arrived, that’s laughable
to say that is the way I greeted himI distinctly remember talking about his
timely arrival, and that is absolutely a lie that I said thatI was not coercing
him into lying about the bed, I was asking to write exactly what he was telling
me about the bed, that it was factory defect and no wear and tear could
cause that, which to reiterate, he told me multiple times in multiple fashions
(bent pole, metal being bent and loosening up, post being loose from an untighten
able bolt)And to say that the technician didn’t warm me about Bobs is absolutely
a lie, they can’t stand behind their warranty or they outside hired technicians
And furthermore, you are once again lying about the
situationThe technician certainly did not try and leave my house as quickly
as possible, because he was petting and playing with my new puppy dogHe said
he also has German Shepherd dogs and was telling me all about themHe was
telling me about how to treat them, even telling me about getting some kind of
liability for the dog, so you can not try and say he was in a rushHe was also
taking pictures and telling me how he wanted to show his wife them cause she
would like the dog, so clearly not in a rushI believe his last words to me
were, “im going to help you out as much as I can buddy.” Which was also a lie
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
May and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. Per the *** *** *** handout and the
*** warranty card, pet damage from bodily fluids is covered. That is the only pet damage that is covered
by ***. Damage from a pet’s nails
or teeth is considered preventable
While this is not a manufacturing defect and does not fall
under the Bob’s umbrella of coverage, we are willing to offer the customer a
courtesy part order for the casing on the seat.
If this customer would like to accept please confirm that it is the
sleeper sofa seat cushion, we do have parts available for that piece. Once I receive that confirmation, I will
create the part order. The casing will be sent to the address on this
complaint. The part is ordered directly
from the manufacturer and does have a approximate weeks ship time
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apologies to *** for the
terrible experience that she and *** had to endure during their purchase and
delivery process from Bobs Discount FurnitureI assure *** that her concern
is very important to us and we have most certainly followed up on the alleged
lack of service she cites she has received from our higher levels of customer
careWe do not find a lack of attention or follow up to be a good
representation of adequate customer care
In researching our customers account I can confirm that the
refund for the bed and the delivery fee have been properly authorized and
refunded from our systemsPlease know that in the case of the delivery fee
refund we worked above and beyond our policies and procedures to satisfy
***’s demand for compensationWe do understand that we failed our customer
and by offering to process a refund of monetary compensation to our customer we
were putting forth an extreme amount of effort to make our failures right
We will not be offering additional monetary compensations to
*** as a further form of apology for the inconvenience she and *** have
experiencedWe can offer to provide our customer with a $Gift Card to
Bobs Discount Furniture as our form of further apologyWe do ask that our
customer does not view this as an attempt to force them to shop with us again
but rather an attempt to earn our customer’s trust back in our businessIf our
customer did not want to take another delivery through our direct services,
$goes a long way on the multiple cash and carry items our showrooms have
to offerWe do understand that ***’s Bobs experience was not satisfactory and
we assure both *** and *** that their experience is not the typical one our
valued customers have to remember us by
If *** would like this gift card processed by mail or
onto ***’s account she can contact us to complete this transaction at
###-###-#### (M-Sat 6:30a-8:00p)
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are truly very sorry that our customer has had any type
of negative experience with our partners at ‘Acceptance Now’I certainly can
understand his frustrations and I assure *** that Bobs Discount
Furniture does care about his concern
I have just finished speaking with ***, from our
Acceptance Now *** ** desk; she has informed me that her company has
already submitted a settlement offer to this customer*** was very shocked
to learn of the Revdex.com complaint because she indicated that *** has not
made contact with them to discuss the already offered resolutionWhile I absolutely
do not intend to pass ***’s concern off, Bobs Discount Furniture cannot
overturn or discuss offers that have been presented to our customer by another company
I apologize again for the lack of care that *** alleges he was met with
while seeking to resolve his complaints and I wish there was more Bobs Discount
Furniture could offer to do for him directly*** is currently awaiting
***’s phone call to discuss the settlement offer that is open to
resolve this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and provided her with my
sincerest apologies for the poor experience she has outlined and the disappointment
she has with the product she purchased from us
I also provided *** with two options for resolution and she
has agreed to call me back directly after taking some time to discuss these
with her husband
Option #1:
We will authorize an even exchange of the items (Reclining
Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one
time replacement under the *** *** Plan
-Or-
Option #2:
We will provide *** with a store credit to return to our
showroom and select a different set that will offer her more satisfactionThe
store credit would be made up of 80% credit on the price of the merchandise
(Reclining Sofa and Recliner), 100% credit on the cost of the *** *** Plan,
and any applicable sales tax based on laws in the state of **Acceptance of
this option also guarantees that we will cover the cost of delivering the newly
selected merchandise
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I'm Just waiting on the money being put back into my account, hopefully it will be there soon!!!!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
This response is unacceptable and very disappointingI did make a phone call to Bob's (*** where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call ***This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situationI am still stuck with a broken piece of furniture costing me a lot of $$Bob's says they are unable to force another company to help us outHowever, Bob's was the one who sold us ***'s policy and promised us that accidental damages would be covered
So how is my case different from any other person who has had an accident breaking their furniture?
I have reported the damage well within the time frame (days after it happened) and the accident has occurred within the year warranty that I was promisedKindly please try to understand my situation and help me outI am not asking for any coverage that is out of the warrantyKindest Regards,
*** ***
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantitiesThey do not want to admit that the item they delivered us has defects
On their representative visited usHis visit was very
brief, no discussion, no opinion, no conclusionHe presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defectsBecause they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $out of my pocket.They issued me a store credit of $instead of $originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,that I paid the first time.I can only hope that the newly purchased sofa will not have defects
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our drivewayThe delivery drivers the very next morning agreed that it was simply not possibleWhile we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claimI will send photos of the driveway if that will help
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: Thanks for getting back to meMy last discussion was with someone there was that could order those alternative legs for meI had already went to the store and checked out the new Fremont king bed set that looked exactly like the one I hadThe legs looked exactly the same as wellI have the sku # and would like for them to be ordered pleaseArticle # *** I just need the legs to the headboard and footboard, not the slatsThey sent me slats legs last time
Any help would be very much appreciated
Sincerely
Chantay L**
Revdex.com:
We will wait until February 1, for the third delivery attempt. If it at that time, the dining room set is damaged we will contact Bob's for a full refund. If it is not damaged we will accept the offer to refund the $delivery fee. Since my family and I had to reschedule our lives at three different occasions waiting for delivery of the table we feel we should also receive at least another $off the price of the set
We will contact you on February 1st after the delivery has been made
Thank you
*** ***