Dear Ms***,Thank you choosing Bob's Discount Furniture for your home furnishing needsThe goof proof warranty provides coverage against most common types of in home accidental damage, when properly reportedInside the cleaning kit is a detailed copy of the warranty that
explains the inclusions, exclusions and how to file a claimYour most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa (***) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof planPlease contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,*** **
Dear Revdex.com,I called and spoke with Ms*** on, June 16, regarding the concerns expressed in the Revdex.com complaintMs*** explained that she purchased the furniture in along with the five year goof proof planThe manufacturer warranty associated with the furniture items
expired September 13, Ms*** says that while rearranging the bedroom furniture (2x)the dresser was damaged; she is going to attempt to file a goof proof claim, although I have explained the plan coverage and process (she admits knowing the day , hour and second of the damage- as well as how the damage occurred)I have agreed to schedule a service technician to visit her home, assess the loose canopy frame and provide best effort service, if possibleThe technician is scheduled to visit on June 23, and she will receive an automated call confirming the timeframe of the visit, one to two days prior.Ms*** is a former employee of Bob's Discount Furniture and understands that the actions above, are the only available options for recourse.Thanks,*** **
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
Sincerely, *** ***
Good Day Revdex.com,
face="Times New Roman" size="3">
I have reached out to Jeffrey directly via the
telephone number provided hereI left a message for him with my direct phone
number (***) to call me back on
We are very sorry for the poor experience our customer
and his wife have endured and we have made the appropriate agreements to get
this claim settled with the delivery company for our customer
We thank our customer for escalating this concern and
providing us with an opportunity to make our failures right
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the concerns our customer is experiencing with their merchandise
Our records indicate that this
merchandise was delivered in September of and as its name depicts the
‘Goof Proof’ plan sold is designed to offer coverage against occurrences of
most accidental damageWe do provide documentations of the Bobs one year
guarantee verse the coverage of the protection plan at the time of saleAs the
customer’s warranty coverage directly thru Bobs expired years ago the
technician dispatched to the customer’s home on was done as a
courtesy
Upon inspection of the
merchandise our service professional determined that there wasn’t a sufficient way
to repair this merchandise under the terms of the courtesy service he was there
to completeThe purchased protection plan does not offer coverage if there is
no accident reported to go along with claim and therefore does not qualify for
use or dispute as the customer continues to assert that no accident has occurred
Our records further indicate that
we answered all the customer’s questions to the best of our abilities and took
the appropriate time to review, at a higher level, photographs of this customer’s
disputeAs our technician and our higher review have determined there is no
defect present (please also consider the customer maintains no direct warranty
protection thru Bobs) we are unable to offer further recourse at this time
We apologize again as we truly
wish to help every customer that we are unable to offer recourse in this
specific case
Kindest Regards,
Stephanie AG***
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 of "a cancelation and full refund of the customer’s order" is satisfactory to me.
Please have my credit card refunded in the full amount of the original order including delivery fees and taxesThank you
Sincerely,
Anthony C***
Good Afternoon***,
face="Calibri">I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
size="3">
I spoke to our customer today (10.23.2015) and apologized for all
the concerns she has experienced with this dining room setWe have processed an
agreement to provide our customer with a reselection credit and she will
visiting our showroom within the next two months to make her reselection
We thank our customer for giving us the opportunity to make her
concerns right and apologize again for all the frustration these chairs have
caused her
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
face="Times New Roman">
I completely understand your frustrations with this table
and I apologize that it has taken us so long to resolve your concernsI can
assure you that Bob’s customers are the most important aspect of our business
In reviewing your account it is clear that we did not go above and beyond for
your circumstance as we should have, for that I apologize again
As the *** *** Plan allows for a one time replacement only, if we exchange the table, the new
table would have no protection plan or warranty, unless the customer choose to
pay $for a new plan on the table.
At this time we would like to offer you a choice of options:
We can offer the exchange on the table, we will set up the
paperwork and the customer will be able to reach out to the store to schedule
the delivery and pickup, the customer will have to decide before scheduling if
they would like to purchase *** *** on the new table
We can wait for the part order to be fulfilled by the
manufacturer, once completed we can offer a Bob’s Gift Card as a token of
apology for the part order delay
Please reply with the option that will work best for you and
we will proceed accordingly.
We can offer these to,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the disappointment you are experiencing
with your bonded leather setI assure you that Bobs Discount Furniture cares
very much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more
affordable price point and as its name depicts, bonded leather is real leather
that is adhered (or bonded) to a fabric backing with a strong adhesiveOver
time and with usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 80% of the original cost you paid for both the Queen Sleeper and the
Loveseat from your ‘Park Place’ setWe can also offer to cover the cost of the
new delivery fee for the new merchandise you pick outWe will expect to remove
the current merchandise in your home on the same date we deliver the new
merchandise you pick out
Please let me know if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I completely disagree with the employees being properly trained, if that were the case, we wouldn't be in this situationTo put an end to this nonsense, I asked to pay it off in full so I could be done with it$to own it? Really? Purchase price was 999.00! So this company is saying I've only paid since March? This is an absolute rip off and if any of the procedure was explained clearly, nobody in their right mind would agree.
I certainly hope can come to a better agreement than this
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
As stated in my complaint, my issues are that: 1.) The salesman is offering this protection to pet owners and telling them that if you have pets, and they damage your furniture, it will be repaired or replaced2.) The warranty states that it will repair cuts or punctures, with no exclusions notedRequested photos attached
Sincerely,
*** ***
Good Afternoon Revdex.com,
Roman;">
Please give *** my sincerest apologies for
the terrible experience she and has had to endure while trying to resolve her
concerns with her bedIt is never our intention to disappoint our customers
and I am extremely sorry that *** isn’t getting the help she needs from
usI would like nothing more then to be able to provide our customer with a resolution
she finds satisfactory; this is certainly not the way we normally conduct our
business and I apologize again that *** has had to take time away from her
life to get this concern rectified
I am currently unable to locate the sales
order or account that has this bed purchase/delivery within itUnder ***’s
phone number, name, and address I am only able to find a cr with
no sales orders written: cr: *** Can you please ask ***
to respond with information pertaining to the sales order for the bed itself so
I may locate this account and begin researching what options we might have to
offer for resolution?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank You for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman">
As far as open account information for the very short
description posted here I was able to locate an account with a pending scheduled
service call for The customer has reported to us that the loveseat
is leaning to one side more so than the other and we are currently addressing this
concern under the ‘Service Policy’ as listed on the sales receipt provided to
the customer
We certainly apologize that the customer is experiencing
any disappointment with their loveseat and look forward to being able to
satisfy their concern with service on
Kindest Regards,
Stephanie ** G***
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
Sincerely, *** ***
Bobs outlet center in Villa Park has a rule that any discounted pieces bought must be picked up in hours I picked up my purchase in hours per the phone call from them This policy is unfortunately not being enforced with all customers , only certain ones I wanted to buy a set , someone else purchased after hours had passed, I asked if I could purchase because they never came to pick it upAt this point the manager Janet removed the bed from the sales floor and said she cannot sell us the bed Just so happens that the customers are the same race as the manager All store policies should be upheld the same to all people I had to pay for movers to adide by this policy while others are given exceptions This practice is not fair and is unprofessional
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I am rejecting this response, because I have had yet another bad encounter with this company I picked livingroom furniture for the THIRD time with the assurance that it would fit I was told that that furniture (Apollo couch & recliner chair) would be delivered on June 7, This is now my 4thdelivery and when the delivery men arrived they only had the chair, NO COUCH!! The delivery man showed me his paperwork stating my couch would be delivered on June 18, ARE YOU KIDDING ME I SAYS??? No one from the store called and told me that I was only receiving half my "set" on the 7thThis is crazy!!!! I am livid at this point!!! This is the worst company I have ever dealt with in my life NOT TO MENTION THE CUSTOMER SERVICE SUCKS!!! I made this purchase I believe at the end of April and I STILL DO NOT have a living room set Everytime I contact the store *** *** I'm either disconnected or left on hold for - minutes When someone finally picks up, they sound as if their annoyed Well, I'm beyond ANNOYED..I'm downright PISSED!!! This company has $3,of my money and I only have half the furniture I bought And all they have to say over, over and over again is sorry THEY ARE THE SORRIEST COMPANY I'VE EVER SEEN!!! I have told everyone I know to stay away from this place, I feel as if I've been robbed over and over of time and my money I want nothing else to do with this company ever after this is resolved I want them to come and pick up every piece of furniture that WAS delivered (some that I asked not to be) cancel the rest of my order and GIVE ME A FULL REFUND!!! I'm done waiting, I have no more patience for this company I want my refund in a cashier's check that I will pick up, not a check mailed in days!! I have to now go somewhere else and shop for furniture If this isn't resolved in the next day or two, I will be forced to contact the Attorney General and the news about this, IM DONE!!!!
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly as of I
left her a voicemail with all of my contact information as I am eager to speak
with her and resolve her concernsHer story and account are quite
appalling to me and I cannot apologize enough to this couple for what they have
been dealing with as a result of our failuresI believe our customers have
every right to be upset with us and I am anticipating her call back so I can
ensure she is properly taken care of and apologized toIf I do not hear from
*** by Tuesday afternoon (4.15.2014) I plan to reach out to her again on her
preferred phone number
Please pass along my phone number ###-###-#### and my direct email
for ***’s use: ***
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:***
I am rejecting this response because:
Ma'am,
This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:
I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone.
Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures.
Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?
I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't.
So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together.
This is your choice.
Sincerely,*** ***
Good Afternoon Revdex.com-
We are very sorry we failed this
customer. It is unacceptable that the merchandise was
taken out of the home without new merchandise to replace it. We have reached out to this customer directly
with our offer of resolution. We deeply
regret the inconvenience we caused.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Ms***,Thank you choosing Bob's Discount Furniture for your home furnishing needsThe goof proof warranty provides coverage against most common types of in home accidental damage, when properly reportedInside the cleaning kit is a detailed copy of the warranty that
explains the inclusions, exclusions and how to file a claimYour most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa (***) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof planPlease contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,*** **
Dear Revdex.com,I called and spoke with Ms*** on, June 16, regarding the concerns expressed in the Revdex.com complaintMs*** explained that she purchased the furniture in along with the five year goof proof planThe manufacturer warranty associated with the furniture items
expired September 13, Ms*** says that while rearranging the bedroom furniture (2x)the dresser was damaged; she is going to attempt to file a goof proof claim, although I have explained the plan coverage and process (she admits knowing the day , hour and second of the damage- as well as how the damage occurred)I have agreed to schedule a service technician to visit her home, assess the loose canopy frame and provide best effort service, if possibleThe technician is scheduled to visit on June 23, and she will receive an automated call confirming the timeframe of the visit, one to two days prior.Ms*** is a former employee of Bob's Discount Furniture and understands that the actions above, are the only available options for recourse.Thanks,*** **
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
Sincerely, *** ***
Good Day Revdex.com,
face="Times New Roman" size="3">
I have reached out to Jeffrey directly via the
telephone number provided hereI left a message for him with my direct phone
number (***) to call me back on
We are very sorry for the poor experience our customer
and his wife have endured and we have made the appropriate agreements to get
this claim settled with the delivery company for our customer
We thank our customer for escalating this concern and
providing us with an opportunity to make our failures right
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the concerns our customer is experiencing with their merchandise
Our records indicate that this
merchandise was delivered in September of and as its name depicts the
‘Goof Proof’ plan sold is designed to offer coverage against occurrences of
most accidental damageWe do provide documentations of the Bobs one year
guarantee verse the coverage of the protection plan at the time of saleAs the
customer’s warranty coverage directly thru Bobs expired years ago the
technician dispatched to the customer’s home on was done as a
courtesy
Upon inspection of the
merchandise our service professional determined that there wasn’t a sufficient way
to repair this merchandise under the terms of the courtesy service he was there
to completeThe purchased protection plan does not offer coverage if there is
no accident reported to go along with claim and therefore does not qualify for
use or dispute as the customer continues to assert that no accident has occurred
Our records further indicate that
we answered all the customer’s questions to the best of our abilities and took
the appropriate time to review, at a higher level, photographs of this customer’s
disputeAs our technician and our higher review have determined there is no
defect present (please also consider the customer maintains no direct warranty
protection thru Bobs) we are unable to offer further recourse at this time
We apologize again as we truly
wish to help every customer that we are unable to offer recourse in this
specific case
Kindest Regards,
Stephanie AG***
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 of "a cancelation and full refund of the customer’s order" is satisfactory to me.
Please have my credit card refunded in the full amount of the original order including delivery fees and taxesThank you
Sincerely,
Anthony C***
Good Afternoon***,
face="Calibri">I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
size="3">
I spoke to our customer today (10.23.2015) and apologized for all
the concerns she has experienced with this dining room setWe have processed an
agreement to provide our customer with a reselection credit and she will
visiting our showroom within the next two months to make her reselection
We thank our customer for giving us the opportunity to make her
concerns right and apologize again for all the frustration these chairs have
caused her
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
face="Times New Roman">
I completely understand your frustrations with this table
and I apologize that it has taken us so long to resolve your concernsI can
assure you that Bob’s customers are the most important aspect of our business
In reviewing your account it is clear that we did not go above and beyond for
your circumstance as we should have, for that I apologize again
As the *** *** Plan allows for a one time replacement only, if we exchange the table, the new
table would have no protection plan or warranty, unless the customer choose to
pay $for a new plan on the table.
At this time we would like to offer you a choice of options:
We can offer the exchange on the table, we will set up the
paperwork and the customer will be able to reach out to the store to schedule
the delivery and pickup, the customer will have to decide before scheduling if
they would like to purchase *** *** on the new table
We can wait for the part order to be fulfilled by the
manufacturer, once completed we can offer a Bob’s Gift Card as a token of
apology for the part order delay
Please reply with the option that will work best for you and
we will proceed accordingly.
We can offer these to,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the disappointment you are experiencing
with your bonded leather setI assure you that Bobs Discount Furniture cares
very much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more
affordable price point and as its name depicts, bonded leather is real leather
that is adhered (or bonded) to a fabric backing with a strong adhesiveOver
time and with usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 80% of the original cost you paid for both the Queen Sleeper and the
Loveseat from your ‘Park Place’ setWe can also offer to cover the cost of the
new delivery fee for the new merchandise you pick outWe will expect to remove
the current merchandise in your home on the same date we deliver the new
merchandise you pick out
Please let me know if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I completely disagree with the employees being properly trained, if that were the case, we wouldn't be in this situationTo put an end to this nonsense, I asked to pay it off in full so I could be done with it$to own it? Really? Purchase price was 999.00! So this company is saying I've only paid since March? This is an absolute rip off and if any of the procedure was explained clearly, nobody in their right mind would agree.
I certainly hope can come to a better agreement than this
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
As stated in my complaint, my issues are that: 1.) The salesman is offering this protection to pet owners and telling them that if you have pets, and they damage your furniture, it will be repaired or replaced2.) The warranty states that it will repair cuts or punctures, with no exclusions notedRequested photos attached
Sincerely,
*** ***
Good Afternoon Revdex.com,
r with
r: *** Can you please ask ***
Roman;">
Please give *** my sincerest apologies for
the terrible experience she and has had to endure while trying to resolve her
concerns with her bedIt is never our intention to disappoint our customers
and I am extremely sorry that *** isn’t getting the help she needs from
usI would like nothing more then to be able to provide our customer with a resolution
she finds satisfactory; this is certainly not the way we normally conduct our
business and I apologize again that *** has had to take time away from her
life to get this concern rectified
I am currently unable to locate the sales
order or account that has this bed purchase/delivery within itUnder ***’s
phone number, name, and address I am only able to find a c
no sales orders written: c
to respond with information pertaining to the sales order for the bed itself so
I may locate this account and begin researching what options we might have to
offer for resolution?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank You for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman">
As far as open account information for the very short
description posted here I was able to locate an account with a pending scheduled
service call for The customer has reported to us that the loveseat
is leaning to one side more so than the other and we are currently addressing this
concern under the ‘Service Policy’ as listed on the sales receipt provided to
the customer
We certainly apologize that the customer is experiencing
any disappointment with their loveseat and look forward to being able to
satisfy their concern with service on
Kindest Regards,
Stephanie ** G***
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
Sincerely, *** ***
Bobs outlet center in Villa Park has a rule that any discounted pieces bought must be picked up in hours I picked up my purchase in hours per the phone call from them This policy is unfortunately not being enforced with all customers , only certain ones I wanted to buy a set , someone else purchased after hours had passed, I asked if I could purchase because they never came to pick it upAt this point the manager Janet removed the bed from the sales floor and said she cannot sell us the bed Just so happens that the customers are the same race as the manager All store policies should be upheld the same to all people I had to pay for movers to adide by this policy while others are given exceptions This practice is not fair and is unprofessional
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I am rejecting this response, because I have had yet another bad encounter with this company I picked livingroom furniture for the THIRD time with the assurance that it would fit I was told that that furniture (Apollo couch & recliner chair) would be delivered on June 7, This is now my 4thdelivery and when the delivery men arrived they only had the chair, NO COUCH!! The delivery man showed me his paperwork stating my couch would be delivered on June 18, ARE YOU KIDDING ME I SAYS??? No one from the store called and told me that I was only receiving half my "set" on the 7thThis is crazy!!!! I am livid at this point!!! This is the worst company I have ever dealt with in my life NOT TO MENTION THE CUSTOMER SERVICE SUCKS!!! I made this purchase I believe at the end of April and I STILL DO NOT have a living room set Everytime I contact the store *** *** I'm either disconnected or left on hold for - minutes When someone finally picks up, they sound as if their annoyed Well, I'm beyond ANNOYED..I'm downright PISSED!!! This company has $3,of my money and I only have half the furniture I bought And all they have to say over, over and over again is sorry THEY ARE THE SORRIEST COMPANY I'VE EVER SEEN!!! I have told everyone I know to stay away from this place, I feel as if I've been robbed over and over of time and my money I want nothing else to do with this company ever after this is resolved I want them to come and pick up every piece of furniture that WAS delivered (some that I asked not to be) cancel the rest of my order and GIVE ME A FULL REFUND!!! I'm done waiting, I have no more patience for this company I want my refund in a cashier's check that I will pick up, not a check mailed in days!! I have to now go somewhere else and shop for furniture If this isn't resolved in the next day or two, I will be forced to contact the Attorney General and the news about this, IM DONE!!!!
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly as of I
left her a voicemail with all of my contact information as I am eager to speak
with her and resolve her concernsHer story and account are quite
appalling to me and I cannot apologize enough to this couple for what they have
been dealing with as a result of our failuresI believe our customers have
every right to be upset with us and I am anticipating her call back so I can
ensure she is properly taken care of and apologized toIf I do not hear from
*** by Tuesday afternoon (4.15.2014) I plan to reach out to her again on her
preferred phone number
Please pass along my phone number ###-###-#### and my direct email
for ***’s use: ***
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:***
I am rejecting this response because:
Ma'am,
This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:
I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone.
Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures.
Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?
I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't.
So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together.
This is your choice.
Sincerely,*** ***
Good Afternoon Revdex.com-
We are very sorry we failed this
customer. It is unacceptable that the merchandise was
taken out of the home without new merchandise to replace it. We have reached out to this customer directly
with our offer of resolution. We deeply
regret the inconvenience we caused.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture