Good Afternoon Ms***,Thank you for choosing Bob's Discount FurnitureI researched our system and found a purchase under the last name, ***. I apologize that we did not complete delivery as expectedI'm sure this must have been a disappointment
and inconvenienceAccording to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following dayThe following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveriesUnderstandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused youIf given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completionIf you reinstate your order, I will apply a gift card to your account, as a token of our appreciationOtherwise the refund for the canceled order was released to your credit card ending in *** on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,*** **
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolvedThe Consumer reselected to new merchandise and delivery is scheduled for July 17,
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We are sincerely sorry for the concern this
customer has brought to our attention.
Unfortunately home damage claims are handled by the delivery depots and
not by Bob’s corporate office. We at Bob’s
create the claim and send it to the depot.
Unless there is an issue that requires our intervention on behalf of the
customer, we are not aware of the agreements made between the customer and the
depot. I do not see in this home damage
claim that the customer reached out to us directly asking for assistance.
I have reached out to this depot and copied
our corporate delivery managers. The
contact point at the depot, Esmeralda, has assured us that this claim has been
approved for payout, the correct paperwork has been submitted to their
corporate offices and the customer should be receiving the check shortly. We apologize for this extreme delay in the
claim being rectified.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me.
I would like to add that I really do not find the response sufficient, but I do not see any other options, other than accepting the offer, at this timeThe latest explanation reads like an irrelevant excuseThe explanation basically told me that Bob's optimizes its supply chain/distribution for its bottom line with no consideration for quality or customer satisfactionI do not see how such an explanation is supposed to make me feel better or how it's relevantI really don't need to know how many different steps there are in the distribution process that make proper quality control more difficultMaybe if that's the explanation, then this should be an indicator that changes should be made to the process to make quality control easierRegardless, I am not here to criticize Bob's business modelHowever, I am here to complain about lackluster service and the obvious lack of quality control measuresI am very disappointed in the quality of service and the quality control of products that I have purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I called the Goof Proof # twice in the past weeks This just indicates that they do not document complaints!
If the chairs would have stayed tightened properly, I would not have needed to re-tighten them! You even noted one of our chairs broke due to loosening back in 2012....they continue to loosen We even had the technician re-tighten all our chairs at that point and he said "let's hope they stay tightened, I have seen these sets from Bobs break all the time" This should not be happening to dining room chairsYou can say all you want about the Goof Proof plan but we were told in store by your rep *** (yes, I remember his name) and it notes on the chart on the paper he provided us that the plan fixes breaks in wood I am educated about this plan and notice it is a scam!
Please call me to discuss I have been trying to reach Customer Care but whenever I call the Bob's #, I reach the insurance carrier! So please, do not tell me I need to educate myself...I am well aware
Please send me a new chair leg as these things should not be happening within years of purchases a dining room set
Please call me directly at ###-###-####
***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We certainly apologize that this customer
is having difficulty assembling the pieces to their new set. The terms the customer is referring to “RFS and
LFS” are right side facing and left side facing. This refers to standing in front of the piece
not as is you were sitting on it. We do
list it that way for assembly teams and techs, as they would not be sitting on
the pieces. That may clear up some of
the assembly issues that this customer faced.
As this customer chose not to
pay for delivery and assembly we have no way of knowing if the pieces are
defective or assembled incorrectly, so we must have a tech go out to make that
determination for us. If our trained
delivery teams had made the delivery and assembly they would have reported to
us if there was a manufacturing defect and resolution would have already been
offered. We have no idea as to the
customer’s knowledge on furniture assembly.
We do have to wait for the tech report to be able to offer any
resolution.
I have attached a copy of the customer’s
original sales order as well as the Goof Proof insurance policy for the customer
to review. It does clearly state on the
sales order that merchandise, once accepted is not eligible for a refund. The Goof Proof insurance shows what is and
what is not covered. If the customer
choses to cause damage to the pieces, or has damaged the pieces in the assembly
process, this would not be covered under this warranty.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am terribly sorry for the experience you alleged to have
endured while seeking to get your furniture covered through the *** plan
we offer our customersThis plan is intended to offer coverage on single
instances of accidental in home damages as outlined on the flyer you received
This flyer also indicates that exclusions apply and recommends that the
consumer refer to their complete protection plan for detailsIf the complete protection
plan wasn’t something you received after delivery we would have been happy to
send you a copy had we been made aware of our partner’s failureI assure you
that Bobs Discount Furniture does not offer to sell our customers any item that
we do not feel is worth its price point in exceptional value
Our records indicate that as of we have agreed to
refund you the monies (in full) you paid us for this protection planPlease
contact our Customer Care Department (###-###-####) if you have any remaining
questions about the complete processing of this refund back to you
In regards to your disappointment with our table repair I
apologize that you do not find our technician’s work to be satisfactoryRather
than denying you an option for recourse all together Bobs Discount Furniture
reached out to you in a caring manner and offered to help you at no charge via
a resolution path we hold great confidence inIn an extreme effort to help you
further I would be happy to review any photos you would like to send of the
table in its current stateYou can send these photos through this channel
by responding to me via this message and I will review this workmanship with my
Service ManagerAfter receiving and reviewing these pictures I will respond
back to you via this channel with what, if any, recourse we may be able to
offer you regarding the table repair
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that we were not able
to replace the
mattress with the exact same one. We
have set the customer up for a reselection to a different mattress. We hope that they will be able to find one
they will love. We can certainly offer compensation
for the delivery failures. We would be
able to offer that compensation once the exchange has been completed. All compensation is offered as a Bob’s Gift
Card.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I have reached out to *** today (8.07.2014) on the number
she provided within this complaintPlease convey my sincerest apologies to our
customer as she hasn’t received the proper follow through for her product
concernsI have left a message for *** indicating that I would be
grateful for the opportunity to assist her directly from this point forward and
have provided her with my direct phone numberI am eager to help *** resolve her concern and provide her with a fair and adequate resolution
Thank
you for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: ***
I am rejecting this response because: they also promised to have my second delivery on time and that's not happeningWhy would they charge me for two different deliveries anyways it's not the customer fault they have to make two different delivery and if they promise me that on sep I would get my things they should delivery if not refund me my delivery chargeHow is it that I by furniture and I don't received it to a month later.
Sincerely,
*** ***
12/9/I do not know what the final outcome will be but I felt after reading so many negative reviews that I would like to offer a little hope I too bought furniture from Bob's I was also not particularly impressed We bought a king size mattress set and now there is not a morning I wake up not feeling like I am with a terrible aching back Our purchase of the mattress set is still under warranty I cannot find the receipt and I am apprehensively hopeful as I called Bob's I spoke to a lovely sales person Georgina, in the Farmingdale NY store who helped find our purchase and set up a technician to come inspect our mattress I do not know if it will result in me getting a new mattress or if I will have to go out and get another But for this moment I am extremely grateful for her help, diligence, and kindness
Complaint: ***
I am rejecting this response because:
I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $I do NOT accept the terms of the table and chairsI can send in more pictures of everythingI would like to do a reselect on this setI admitted laying something hot by accident on the tablecloth that left a heat stainThat IS a goofproof issueThe fact that there is chipped paint on the edges of the table and chairs and the chairs don't feel stable and the decorative pieces broke off the table are manufacturers issuesWhen I called customer service we as the customers were being blamed for the damage to the furnitureMy kids are and we don't abuse our furniture, Bobs just doesn't have the same quality that they used toThere are only resolutions I will accept on the table and chairs 1) money refunded or 2) a reselect
Thank You *** ***
Sincerely,
*** And *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today via the phone number she
provided in this claimI am awaiting a call back from the customer at this
timeI apologize to *** for the comfort issue she is experiencing with her
sofaAs a business Bobs Discount Furniture has made a valid effort to assist
our customer in resolving this concernAs ***’s concern stems from her personal
preference and not a defective piece of product our options for resolution are
understandably limited
Our records reflect that on we placed an order in
with this sofa’s manufacturer for a new seat coreThis part was ordered for
*** at no cost in an effort to honor her requests for assistanceAs stated
above I am awaiting ***’s call and after speaking with her directly I will revisit
her account to see if there are any other courtesy options available for us to
offer relating to ***’s comfort concern
Bobs Discount Furniture is a business that values every one
of our customers on an individual basisWe always wish to help resolve our
customers concerns while balancing the needs of our business with the requests
from our customers
Good Afternoon Revdex.com-
We are very sorry we were not able to
get the customer their
requested timeframe for the original delivery date. I do see however, we were able to get a
next-day add on for this customer and deliver the sofa the following day, in
the requested timeframe. We have not
been advised of any issues with the piece or the delivery. If there are any other issues the customer
can reply through the Revdex.com mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,Please thank our customer for sending thru the requested
evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customerThrough research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notifiedWhile this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customerWe acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s reviewThe customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at ***As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern furtherWe do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seekingWe will expect to remove the current merchandise on the same date we deliver the new selectionWe will also apply an additional $store credit to this option as a further form of our apology (the $Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie AG***Bobs Discount FurnitureCustomer Care Corporate Liaison
I am extremely upset with bobs discount furniture delivery serviceDeptford store was extremely helpful and got us a wonderful sectional for our homeIn this process I know my address has issue where if its put into a gps it will not come upSo I gave step by step directions from the location they were coming fromI had received a phone call at 6:explaining they would be there in 20mins, which I thought was awesome because they would be earlyI received another phone stating they were out front my houseWhen walked out side to my premise no delivery truckI explained to them did you follow the directions listed on the account they said no we put it in our gpsThere was strike oneThen they told me they would call me back I got a following call at 8am saying they have to do other deliveries before trying my address again8:I had received another phone call saying they are now two towns away because they put the address in the gps again! Strike two! Its now 11:am I still have not received my furniture and have no furniture since we thought we were getting new furniture today! I been on the phone with manager, supervisors and all everyone keeps telling me is you will get a phone call from someone to help you out! Still waiting Strike THREE!
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Complaint: ***
I am rejecting this response because: The paperwork I received does not contain the information that the Bob's representative references. Unfortunately I do not have my paperwork with me at this time. I will forward at a later date. The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit. Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture. There was no attachment to this email so I cannot read what Bobs sent you.
I would like the Revdex.com to make further inquiries into this deceptive type of business practices. I am sure I am one of many who have been mislead by Bob's FurnitureThank you for your help with this issue
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to *** for all the stress she
has had to endure while making her new furniture purchaseEnsuring that a
product will actually fit through the doorways in your home is an important
part of avoiding additional stresses and I apologize again that our sales
professional wasn’t able to gage our customer’s residence correctly while she
was shoppingWe do acknowledge ***’s reasons for wanting a refund on her
purchase and our records reflect that we have honored ***’s request on the
same date we were sent this Revdex.com claim (5.28.2014)We do always try and get our
customer’s the merchandise that we have in stock while we have it and I am so
sorry that in this case *** found that action to be inappropriate
The return order is set up within our system and we are
currently waiting on *** to contact us so that we may schedule a pick up date
for the merchandise she has in her homePlease ask our customer to contact us
in Customer Care to schedule this pick up dateWe can be reached at
###-###-#### and I have doubled checked with our Work Force Management team
that our lines are currently not experiencing any concerns with customer’s
being able to get through and complete their calls successfully
We look forward to hearing from *** so that we can honor
her request and I apologize to our customer again that her experience with us
has left her so disappointed
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you have been met with such a lack of compassion and empathy
while trying to resolve your concernsI unquestionably understand how
important a good night’s sleep is and I assure you that our customer’s overall
satisfaction is the most important aspect of our business at Bobs Discount
Furniture
The
time of sale is a very exciting time for not only you, but also for your
salesperson and I promise you that our intention is never to mislead our
customers during this interactionI am so sorry that you have had to escalate
your concerns to this level in order to get them properly recognizedWe expect
all of our sales professional’s to review the entire sales invoice (including
our guidelines for returning merchandise) prior to our customer signing this
document and I thank you for bringing this much needed training failure to our
attentionIt is never acceptable for a customer to be confused by the
information that was presented to them by Bobs Discount Furniture
Our
company policies for returning merchandise are separate from our policies for
returning bedding due to the time it takes for any new mattress to properly
adjust to one’s body signatureI have no issue removing the mattress,
foundation, and metal frame from your home for a monetary refund as you have
requested; however I do have concerns about where you and your fiancé will
sleep once this bedding and frame are removedI am concerned because the process
of refunding you after picking up the product can only be completed
systematically after the returning merchandise is checked into our distribution
center in CTDue to upcoming weather alerts, our available pick up dates, or
the days our returns coordination group is staffed it could take several days
for us to process the refund to the original credit card that was used and I don’t
want you to be without a bed to sleep in for even one nightIf you were to
make the reselection to a different mattress and lo-profile foundation the
process would consist of us bringing your new bedding on the same day we remove
your old bedding, this is much less of an inconvenience to you and I sincerely do
not want to inconvenience you any further
If
you are willing to allow us the opportunity to earn your trust back in our
business by reselecting to a different set of bedding we will be happy to cover
the cost of the new delivery fee for youThe mattress you select will also
have it’s own 30-day mattress satisfaction policy on it and if you and your fiancé
cannot find comfort I will approve a pick up for a refund of your mattress,
foundation, and frame as long as you sleep on the mattress for days and make
us aware of your discomfort within days of your date of delivery
I
cannot apologize to you enough for our failures *** and I hope to hear from
you soon on how you would like to proceedYou can respond to me through this
channel or please feel welcome to contact me directly by email at ***
Thank
you for your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Ms***,Thank you for choosing Bob's Discount FurnitureI researched our system and found a purchase under the last name, ***. I apologize that we did not complete delivery as expectedI'm sure this must have been a disappointment
and inconvenienceAccording to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following dayThe following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveriesUnderstandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused youIf given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completionIf you reinstate your order, I will apply a gift card to your account, as a token of our appreciationOtherwise the refund for the canceled order was released to your credit card ending in *** on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,*** **
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolvedThe Consumer reselected to new merchandise and delivery is scheduled for July 17,
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We are sincerely sorry for the concern this
customer has brought to our attention.
Unfortunately home damage claims are handled by the delivery depots and
not by Bob’s corporate office. We at Bob’s
create the claim and send it to the depot.
Unless there is an issue that requires our intervention on behalf of the
customer, we are not aware of the agreements made between the customer and the
depot. I do not see in this home damage
claim that the customer reached out to us directly asking for assistance.
I have reached out to this depot and copied
our corporate delivery managers. The
contact point at the depot, Esmeralda, has assured us that this claim has been
approved for payout, the correct paperwork has been submitted to their
corporate offices and the customer should be receiving the check shortly. We apologize for this extreme delay in the
claim being rectified.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me.
I would like to add that I really do not find the response sufficient, but I do not see any other options, other than accepting the offer, at this timeThe latest explanation reads like an irrelevant excuseThe explanation basically told me that Bob's optimizes its supply chain/distribution for its bottom line with no consideration for quality or customer satisfactionI do not see how such an explanation is supposed to make me feel better or how it's relevantI really don't need to know how many different steps there are in the distribution process that make proper quality control more difficultMaybe if that's the explanation, then this should be an indicator that changes should be made to the process to make quality control easierRegardless, I am not here to criticize Bob's business modelHowever, I am here to complain about lackluster service and the obvious lack of quality control measuresI am very disappointed in the quality of service and the quality control of products that I have purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I called the Goof Proof # twice in the past weeks This just indicates that they do not document complaints!
If the chairs would have stayed tightened properly, I would not have needed to re-tighten them! You even noted one of our chairs broke due to loosening back in 2012....they continue to loosen We even had the technician re-tighten all our chairs at that point and he said "let's hope they stay tightened, I have seen these sets from Bobs break all the time" This should not be happening to dining room chairsYou can say all you want about the Goof Proof plan but we were told in store by your rep *** (yes, I remember his name) and it notes on the chart on the paper he provided us that the plan fixes breaks in wood I am educated about this plan and notice it is a scam!
Please call me to discuss I have been trying to reach Customer Care but whenever I call the Bob's #, I reach the insurance carrier! So please, do not tell me I need to educate myself...I am well aware
Please send me a new chair leg as these things should not be happening within years of purchases a dining room set
Please call me directly at ###-###-####
***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We certainly apologize that this customer
is having difficulty assembling the pieces to their new set. The terms the customer is referring to “RFS and
LFS” are right side facing and left side facing. This refers to standing in front of the piece
not as is you were sitting on it. We do
list it that way for assembly teams and techs, as they would not be sitting on
the pieces. That may clear up some of
the assembly issues that this customer faced.
As this customer chose not to
pay for delivery and assembly we have no way of knowing if the pieces are
defective or assembled incorrectly, so we must have a tech go out to make that
determination for us. If our trained
delivery teams had made the delivery and assembly they would have reported to
us if there was a manufacturing defect and resolution would have already been
offered. We have no idea as to the
customer’s knowledge on furniture assembly.
We do have to wait for the tech report to be able to offer any
resolution.
I have attached a copy of the customer’s
original sales order as well as the Goof Proof insurance policy for the customer
to review. It does clearly state on the
sales order that merchandise, once accepted is not eligible for a refund. The Goof Proof insurance shows what is and
what is not covered. If the customer
choses to cause damage to the pieces, or has damaged the pieces in the assembly
process, this would not be covered under this warranty.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am terribly sorry for the experience you alleged to have
endured while seeking to get your furniture covered through the *** plan
we offer our customersThis plan is intended to offer coverage on single
instances of accidental in home damages as outlined on the flyer you received
This flyer also indicates that exclusions apply and recommends that the
consumer refer to their complete protection plan for detailsIf the complete protection
plan wasn’t something you received after delivery we would have been happy to
send you a copy had we been made aware of our partner’s failureI assure you
that Bobs Discount Furniture does not offer to sell our customers any item that
we do not feel is worth its price point in exceptional value
Our records indicate that as of we have agreed to
refund you the monies (in full) you paid us for this protection planPlease
contact our Customer Care Department (###-###-####) if you have any remaining
questions about the complete processing of this refund back to you
In regards to your disappointment with our table repair I
apologize that you do not find our technician’s work to be satisfactoryRather
than denying you an option for recourse all together Bobs Discount Furniture
reached out to you in a caring manner and offered to help you at no charge via
a resolution path we hold great confidence inIn an extreme effort to help you
further I would be happy to review any photos you would like to send of the
table in its current stateYou can send these photos through this channel
by responding to me via this message and I will review this workmanship with my
Service ManagerAfter receiving and reviewing these pictures I will respond
back to you via this channel with what, if any, recourse we may be able to
offer you regarding the table repair
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that we were not able
to replace the
mattress with the exact same one. We
have set the customer up for a reselection to a different mattress. We hope that they will be able to find one
they will love. We can certainly offer compensation
for the delivery failures. We would be
able to offer that compensation once the exchange has been completed. All compensation is offered as a Bob’s Gift
Card.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
I have reached out to *** today (8.07.2014) on the number
she provided within this complaintPlease convey my sincerest apologies to our
customer as she hasn’t received the proper follow through for her product
concernsI have left a message for *** indicating that I would be
grateful for the opportunity to assist her directly from this point forward and
have provided her with my direct phone numberI am eager to help *** resolve her concern and provide her with a fair and adequate resolution
Thank
you for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: ***
I am rejecting this response because: they also promised to have my second delivery on time and that's not happeningWhy would they charge me for two different deliveries anyways it's not the customer fault they have to make two different delivery and if they promise me that on sep I would get my things they should delivery if not refund me my delivery chargeHow is it that I by furniture and I don't received it to a month later.
Sincerely,
*** ***
12/9/I do not know what the final outcome will be but I felt after reading so many negative reviews that I would like to offer a little hope I too bought furniture from Bob's I was also not particularly impressed We bought a king size mattress set and now there is not a morning I wake up not feeling like I am with a terrible aching back Our purchase of the mattress set is still under warranty I cannot find the receipt and I am apprehensively hopeful as I called Bob's I spoke to a lovely sales person Georgina, in the Farmingdale NY store who helped find our purchase and set up a technician to come inspect our mattress I do not know if it will result in me getting a new mattress or if I will have to go out and get another But for this moment I am extremely grateful for her help, diligence, and kindness
Complaint: ***
I am rejecting this response because:
I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $I do NOT accept the terms of the table and chairsI can send in more pictures of everythingI would like to do a reselect on this setI admitted laying something hot by accident on the tablecloth that left a heat stainThat IS a goofproof issueThe fact that there is chipped paint on the edges of the table and chairs and the chairs don't feel stable and the decorative pieces broke off the table are manufacturers issuesWhen I called customer service we as the customers were being blamed for the damage to the furnitureMy kids are and we don't abuse our furniture, Bobs just doesn't have the same quality that they used toThere are only resolutions I will accept on the table and chairs 1) money refunded or 2) a reselect
Thank You *** ***
Sincerely,
*** And *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today via the phone number she
provided in this claimI am awaiting a call back from the customer at this
timeI apologize to *** for the comfort issue she is experiencing with her
sofaAs a business Bobs Discount Furniture has made a valid effort to assist
our customer in resolving this concernAs ***’s concern stems from her personal
preference and not a defective piece of product our options for resolution are
understandably limited
Our records reflect that on we placed an order in
with this sofa’s manufacturer for a new seat coreThis part was ordered for
*** at no cost in an effort to honor her requests for assistanceAs stated
above I am awaiting ***’s call and after speaking with her directly I will revisit
her account to see if there are any other courtesy options available for us to
offer relating to ***’s comfort concern
Bobs Discount Furniture is a business that values every one
of our customers on an individual basisWe always wish to help resolve our
customers concerns while balancing the needs of our business with the requests
from our customers
Good Afternoon Revdex.com-
We are very sorry we were not able to
get the customer their
requested timeframe for the original delivery date. I do see however, we were able to get a
next-day add on for this customer and deliver the sofa the following day, in
the requested timeframe. We have not
been advised of any issues with the piece or the delivery. If there are any other issues the customer
can reply through the Revdex.com mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,Please thank our customer for sending thru the requested
evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customerThrough research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notifiedWhile this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customerWe acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s reviewThe customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at ***As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern furtherWe do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seekingWe will expect to remove the current merchandise on the same date we deliver the new selectionWe will also apply an additional $store credit to this option as a further form of our apology (the $Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie AG***Bobs Discount FurnitureCustomer Care Corporate Liaison
I am extremely upset with bobs discount furniture delivery serviceDeptford store was extremely helpful and got us a wonderful sectional for our homeIn this process I know my address has issue where if its put into a gps it will not come upSo I gave step by step directions from the location they were coming fromI had received a phone call at 6:explaining they would be there in 20mins, which I thought was awesome because they would be earlyI received another phone stating they were out front my houseWhen walked out side to my premise no delivery truckI explained to them did you follow the directions listed on the account they said no we put it in our gpsThere was strike oneThen they told me they would call me back I got a following call at 8am saying they have to do other deliveries before trying my address again8:I had received another phone call saying they are now two towns away because they put the address in the gps again! Strike two! Its now 11:am I still have not received my furniture and have no furniture since we thought we were getting new furniture today! I been on the phone with manager, supervisors and all everyone keeps telling me is you will get a phone call from someone to help you out! Still waiting Strike THREE!
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Complaint: ***
I am rejecting this response because: The paperwork I received does not contain the information that the Bob's representative references. Unfortunately I do not have my paperwork with me at this time. I will forward at a later date. The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit. Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture. There was no attachment to this email so I cannot read what Bobs sent you.
I would like the Revdex.com to make further inquiries into this deceptive type of business practices. I am sure I am one of many who have been mislead by Bob's FurnitureThank you for your help with this issue
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to *** for all the stress she
has had to endure while making her new furniture purchaseEnsuring that a
product will actually fit through the doorways in your home is an important
part of avoiding additional stresses and I apologize again that our sales
professional wasn’t able to gage our customer’s residence correctly while she
was shoppingWe do acknowledge ***’s reasons for wanting a refund on her
purchase and our records reflect that we have honored ***’s request on the
same date we were sent this Revdex.com claim (5.28.2014)We do always try and get our
customer’s the merchandise that we have in stock while we have it and I am so
sorry that in this case *** found that action to be inappropriate
The return order is set up within our system and we are
currently waiting on *** to contact us so that we may schedule a pick up date
for the merchandise she has in her homePlease ask our customer to contact us
in Customer Care to schedule this pick up dateWe can be reached at
###-###-#### and I have doubled checked with our Work Force Management team
that our lines are currently not experiencing any concerns with customer’s
being able to get through and complete their calls successfully
We look forward to hearing from *** so that we can honor
her request and I apologize to our customer again that her experience with us
has left her so disappointed
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you have been met with such a lack of compassion and empathy
while trying to resolve your concernsI unquestionably understand how
important a good night’s sleep is and I assure you that our customer’s overall
satisfaction is the most important aspect of our business at Bobs Discount
Furniture
The
time of sale is a very exciting time for not only you, but also for your
salesperson and I promise you that our intention is never to mislead our
customers during this interactionI am so sorry that you have had to escalate
your concerns to this level in order to get them properly recognizedWe expect
all of our sales professional’s to review the entire sales invoice (including
our guidelines for returning merchandise) prior to our customer signing this
document and I thank you for bringing this much needed training failure to our
attentionIt is never acceptable for a customer to be confused by the
information that was presented to them by Bobs Discount Furniture
Our
company policies for returning merchandise are separate from our policies for
returning bedding due to the time it takes for any new mattress to properly
adjust to one’s body signatureI have no issue removing the mattress,
foundation, and metal frame from your home for a monetary refund as you have
requested; however I do have concerns about where you and your fiancé will
sleep once this bedding and frame are removedI am concerned because the process
of refunding you after picking up the product can only be completed
systematically after the returning merchandise is checked into our distribution
center in CTDue to upcoming weather alerts, our available pick up dates, or
the days our returns coordination group is staffed it could take several days
for us to process the refund to the original credit card that was used and I don’t
want you to be without a bed to sleep in for even one nightIf you were to
make the reselection to a different mattress and lo-profile foundation the
process would consist of us bringing your new bedding on the same day we remove
your old bedding, this is much less of an inconvenience to you and I sincerely do
not want to inconvenience you any further
If
you are willing to allow us the opportunity to earn your trust back in our
business by reselecting to a different set of bedding we will be happy to cover
the cost of the new delivery fee for youThe mattress you select will also
have it’s own 30-day mattress satisfaction policy on it and if you and your fiancé
cannot find comfort I will approve a pick up for a refund of your mattress,
foundation, and frame as long as you sleep on the mattress for days and make
us aware of your discomfort within days of your date of delivery
I
cannot apologize to you enough for our failures *** and I hope to hear from
you soon on how you would like to proceedYou can respond to me through this
channel or please feel welcome to contact me directly by email at ***
Thank
you for your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison