Good Afternoon Revdex.com,
Outside of this Revdex.com complaint and
prior to our offices receiving notice of this concern via Revdex.com we have made
direct contact with this customer several times and processed a complete
compensation offer to rectify the mistake we take ownership for
At this time we consider this
concerns closed as resolved
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
First of all, the things being said here are not true. The 6/delivery was not successful. There were two things that were to be delivered. The chest for the *** *** set, and the *** bed. This was to be replaced, since the other bed that was delivered was damaged. On 6/10, we received the chest for the *** *** bedroom set, but again the delivery person spoke with my father and said the sideboards of the bed were damaged. The delivery person then contacted customer service and she asked to speak to my father. She proceeded to tell my father that they have tried to deliver the items too many times and this would be the final delivery attempt. My father asked how could this be the case when Bob's delivered broken furniture again?!? My father called me and was very upset, and while he was talking to me, the delivery people left. I told him to calm down and not get frustrated again over this. I would proceed with dealing with this thru the Revdex.com, because we cannot seem to resolve this with Bob's and get furniture that is not broken delivered, and every time Bob does it, all we hear is that they're sorry and they'll re-deliver or they are very rude. This was the 7th delivery attempt, and still did not get the furniture that I purchased and paid $for over a month ago in the condition I purchased it in which was brand new furniture
I have been very patient with this company through delivery attempts, I or my father have waited at home 3+ hours for deliveries/re-deliveries as requested on 5/15, 5/17, 5/20, 5/31, 6/5, 6/and 6/10. I have flown from ** to ** for these deliveries, and have spent over $in plane tickets. This has been a waste of my time and money, and right now Bob's has full payment in their possession of my $for furniture that I do not have in good condition
I am being offered a refund of the delivery fee 229.99, a $gift card and a $refund for a broken rail for a total of $in cash and a gift card = $424.99. This is not reasonably close to what was requested, as stated from Bob's. I requested at least $in cash
I paid for this furniture in cash and if it is delivered broken or not delivered, I would like my refund in cash. I do not want a gift card from Bob's because I do not plan on purchasing anything else from Bob's, since from my experience, all they seem to have is substandard furniture that is always broken. I would like my refund in the same form of compensation that I paid for it - which is returned to my credit card
As requested previously, I would like a refund of the delivery fee of $229.99, as well as compensation for the broken furniture consistently delivered broken, and the delivery attempts which was a waste of time and money - a refund of at least $500. Regarding the broken furniture on 6/20, which is still at my home, I would like a $refund on this bed which cost $total since it is broken
This is a total cash compensation of $979.99, which is about 10% of the money spent in order to try to receive furniture purchased. A customer should not have to wait times to get furniture delivered, and the reason it can't be delivered is because the furniture is broken, furniture is missing, the company doesn't show up. All of this while the company has full payment in hand, and the customer does not have their furniture. And it is insulting, that they are not even willing to work with the customer to offer a reasonable refund. A refund of the delivery fee and a gift card? That is acceptable for not making delivery attempt - then you should refund the customer. After that what does the customer get for the additional times?? The company keeps saying their sorry, but taking no true accountability! This company needs to be held accountable for what it does and made to take responsibility. You cannot deliver the furniture, and you make / deliver broken furniture, then you need to refund the customer a portion of their money
I would like this cash refund that is requested and Bob's Discount Furniture should be absolutely ashamed of themselves for running a business in this way. If Bob's would like to make it right by their customer ad earn back my trust, as they have stated in their letter, then what I think is a reasonable offer is stated above. Thank you
Sincerely,
*** ***
Sincerely,
Kendra Frank
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number she has provided and left
my direct contact information in the hopes that she will return my call so I can
assist her further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
These are the sequence of events up until yesterday 7/29/in which your technician contacted and reported to your office letting you know the status of the box spring yet againPictures will be attached
Original Entire Bed Set purchased approxmonths ago.
In July, approxmonths after purchaseReported Boxspring defective with puncture hole in box spring, and at least two cracks in box springMy husband and I were literally fearful of falling through the boxspring as it was buckling and felt like it would break through at any given momentIn addition, a lot of creaking of wood throughout the boxspring.
We came to the conclussion that little to our knowledge, we were more then likely delievered a defective or refurbished boxspring from the beginning
We spoke to customer relations and was set up for a replacement boxspringFurniture Delivery men delivered boxspringUpon unwrapping the boxspring, we personally inspected the boxspring throroughlyUpon inspection it was clearly noticeable that the boxspring had a caved in hole in the top of the boxspring about the size of a Gallon of Milk ContainerTo our disastisfaction and shock, the delivery crew took the defective boxspring right back out the doorThere was no way were exchaning one defective boxspring for another defective boxspring.
Now speaking to customer relations once againCustomer relations advised us that they would set us up for another exchange of boxspringThis time around we were promised that there would be a special inspection team that would examine our boxspring before sending it out to usWe were told that the inspection team would unwrap the boxspring check for any problems, cracks, defects, and if there were any it would be swapped out for another.
Approximately a week later, we receive another Boxspring, and to our surprise clearly another failureThe boxspring this time around clearly has a large Tear / Rip, and hole in the bottom fabric of the boxspringBeing that there was a rip and hole on the under portion of the boxspring, we thought to take a look at the condition of the boxspring through the inside of the rippred holeTo our surprise, there was a very ratchet broken off piece of wood that was either stapled or nailed diagnally to the vertical slats on the boxspringClearly someone had tried to refurbish and fix up the defective boxspring but did a horrible jobThe job was so poorly done that they literally left the wood piece broken off with jagged edgesThe thoughts that went through our head, God forbid we some how fell through the boxspring, and ended up getting stabbed or punctured with this very sharp and pointy broken wood piece.
The only reason we received this defective piece is because the previous piece that we were sleeping on was going to cave in any dayLiterally every time my husband and I laid down to go to sleep, the bed sounded like it was going to cave through and crack completelyThis is the only reason we accepted the defective boxspring at that timeIt was basically choosing from the worse of the worseBoth boxsprings were in bad condition but we had to choose which of the two would be better intill the next so called replacement would come.
So upon speaking to the customer service department, we express out disatisfaction and frusturationWe are told that Bobs will send out a certified technician to do a full examination of the boxspringWe are also told that our ripped underside fabric will be newly replaced by certified technician.
Tuesday July 29th, Technician comes to our home and inspects our boxspring thoroughlyHe first notices the obvious large rip and hole in the boxspringHe then looks through the hole at the inner portion of the boxspring and even to his surprise he is shocked at what he seesHe notices the poorly fixer up piece of wood stapled on a diagnal angle with a broken off end pieceHe expresses to me that this is an unacceptable piece of furnitureHe is adimant about sending it back to the factory and having a replacement sent outAs he pulled the fabric off of the underside to further inspect the boxspring, I started taking much closer detailed pictures of the assemblyThe tech calls in to Customer service and tells them that he concurs with our being sent out a fixer upper refurb boxspring that someone clearly tried to put a bandaid onAt this point we are beyond disatisfied and have zero confidence in Bobs to resolve this issue in a respectable manner.
After a long drawn out conversation with Bobs customer serviceWe are basically told that they will send another replacement boxspringOnce again, the rep conveys that Bobs will do a thorough inspection of the new boxspring to comeWe convey our lack of faith in Bobs inspection team as they supposedly were to do a throrough inspection the last time around and failed to do soThere so called inspection team send us out this refurbished piece of furnitureSo this means that they either did not inspect it thoroughly or saw it in the condition it was and sent it to us anywayEither way, Bobs Discount furniture has shown there incompetence over and over again
After continuous attempts to get things right, Bobs has failed usWe have been inconvenienced over and over againWhile we have our fingers crossed with wishful thinking on the next replacement, we are disgusted with Bobs unprofessional business relationsWe literally vow to ourselves to never purchase furniture from there store ever again.
Whether or not Bobs can satisfy sending out a respectable boxspring is yet to be seenEven if they could, we feel strongly that we should be compensated the full refund of the boxspringWe will also expect for our warranty to continue on this bed set as we have no faith in the quality of the furniture we have purchased from Bobs.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I would like your contact information to further discuss I do appreciate you trying to offer methods to rectify but certain things are being not taken into account I am not looking for an additional payout here..but we can discuss that live on the phone
Sincerely,
*** ***
Good Afternoon Ms***, I attempted to research your account using the name and address provided in the Revdex.com complaint but was unsuccessful; I also tried calling you but there was no answerPlease provide the identifying account information such as the order number, customer
master or name and telephone number associated with the sofa you referenceOnce this information is received, I will be happy to follow up with you and see what options for recourse we may have available.Thank you,*** **
Good Afternoon Revdex.com,
size="3">
We apologize that Mr*** experienced any concerns with the
merchandise or the behavior set forth by the delivery team Our records outline several refunds processed
to Mr*** as resolution for the merchandise concerns and as our apology for
associated failures in scheduling and alleged delivery team behaviors
Following our operations for Property Claim involving a
third party provider, Mr*** claim was handled and followed thru on unswervingly
by the third party providerMr*** was provided with a follow up from the
trucking company directly per the below included copy of emailShould Mr
*** have further questions or concerns regarding this specific property claim
we encourage him to follow the direction set forth by the trucking company in
the included communication:
***
From: *** *** Sent: Thursday, January 22, 3:PMTo: ***Cc: *** *** ***; ***; ***Subject: Bob's Discount Furniture Damage Claim #***
FOLLOWING EMAIL FROM *** ***
Dear *** ***
It’s been brought to my attention that
your damage claim with Bob’s Discount Furniture from March 21, 2014, has
been denied as of April 24, 2014.
During our initial contact in March, you
indicated you would not be pursuing this damage claim
Our policy is to keep damage claims open for
only days. With that in mind, we are notifying you in writing to
consider this damage claim now officially closed
If you have any concerns or questions,
please contact me directly
Regards,
*** ***
*** *** ***
*** *** *** ***
Email: ***
Phone: ***
***
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please give *** my apologies for the disappointment she
is experiencing with her productAfter reviewing ***’s account our records
show that we went to ***’s home on when she initially reported
her concernsAt the time we agreed to go to the home as a courtesy to see if
we could help ***, she was already outside of the Bobs Discount Furniture
Warranty associated with this merchandiseOur technician did make any repairs
he could to ***’s merchandise and also logged that there were several
instances of customer cause damages and wear and tear on these productsThis
service was provided to *** from Bobs as a courtesy and there was no cost
to *** for our technician’s labor
*** did purchase a protection plan for her merchandise at
this time of saleThis protection plan does not extend the manufacturing
warranty on ***’s setThis protection plan, managed through the *** company,
offers coverage against damages that occur as a result of an accident***
is a national company and provides protection plans for many furniture
retailers, in order to keep their plan fair for all consumers understandably
there are exclusions to what is covered under this planI have looked even
further into ***’s product warranty and verified with the manufacturer/maker
of this set (*** Furniture) that the material is not warrantied through
their company for any period of timeThe manufacturer/maker of this product
does offer a limited lifetime warranty on their reclining mechanisms, frame of
the sofa and loveseat (under use), and springsIf *** is having
issues with these parts of her product she may contact Bobs Discount Furniture
Customer Care Office (###-###-####) and we can offer to service or order parts
for her under the evidence that her concerns stem from a factory defect
As a business we have made every effort to locate an
available avenue for resolving ***’s concerns with the material of her set
We covered the cost of sending a technician to ***’s home when she made us
aware of her concern and we reviewed the photos *** sent us with our
Service Management Staff to ensure we were looking at ***’s claim from all
anglesLike many other retailers, regretfully we are unable to take responsibility
for damages that occur beyond a product’s warranty periodBobs Discount
Furniture truly wishes to help every customer who has a concern and we are
truly sorry that we have no further recourse to offer *** in the case of
the material concerns she has with her productAgain, if there are other
concerns with ***’s reclining mechanism, frame, or springs Bobs can offer
service to our customer on those portions only
Complaint: ***
I am rejecting this response because:Thank you for getting back to me through the Revdex.com website to attempt to resolve my complaintThe response that I received through this website was much more accommodating than the response I received from the company directly, funny enough I would like to be refunded for the cost of the extra protection on the sofa, but do not find the gift card for the bed to be acceptable, as I do not plan on ever shopping at your store in the futureI appreciate the compensation but would prefer it in another form.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** this afternoon regarding this part
concernThe key is currently on its way to our customer via *** (tracking number = ***) and
*** has been provided with my direct phone number for any follow up needs on
this concern or future questions she may haveBobs Discount Furniture is very
sorry for the aggravation this concern has caused *** and we truly hope we
have begun to earn her confidence back in our business after our communications
today
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">We certainly apologize to the customer for the lack of care
she feels she has been addressed with
This customer made this purchase directly thru the ‘Acceptance
Now’ option offered within our retail location*** *** does not “run” an
initial credit check (the program is a popular resource to help build or
rebuild credit) and Bobs Discount Furniture would not have directly accessed
this person’s credit for any reasonShould the customer be able to provide
proof of Bobs Discount Furniture directly being associated with or on her
credit report we will be happy to investigate this allegation further at that
time
In regards to the request for letter, I don’t believe this
is possible as the ‘Rental Agreement’ signed by the customer fully denotes that
the customer has agreed to a month term of rentalThe ‘Rental Agreement’
indicates that the consumer agreed to pay $monthly and the total cost of
rent will amount to $6,I have attached the signed documentation that ‘Acceptance
Now’ maintains which clearly points out these terms and conditionsThe
customer will not see the cash price of the furniture ($2,565.59) on their
credit report because they agreed to pay a different, much higher amount over
the course of monthsWe are very sorry that the customer maintains any
confusion on the document signed but I do not see a failure here given the evidence
and facts within this case
Any request to have the merchandise removed or the ‘Rental
Agreement’ changed will need to be directed to the company who the customer
entered into this agreement with
The *** *** Desk can be reached at ***
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">I called and spoke with *** directly today (4.01.2015)
and conveyed our apologies to him for the frustrating experience he has had
with us thus farWe have made *** a compensation offer prior to his sale
being completed which he has acceptedI have also provided *** with my
direct contact information and explained that I will personally keep an eye on
his order to ensure we get this remaining item to him as soon as we are
physically able to provide it
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the storeThey feel years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold thereTheir expectation was a suitable replacement
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The resolution does not compensate for all the grief I experienced over this orderAlso, as stated the furniture is of very poor quality and given the incidents that occurred I would like a full refund and they may come and take back their furnitureThis is not customer serviceTo this day I am still waiting for the customer service manager to call me back.
Make this right there were way too many issues to deal with and I want to be compensated appropriately
Sincerely,
*** ***
Good
Morning
Revdex.com-
We
are very sorry that this sofa did not live up to the customer’s
expectations. In an extreme effort to
meet this consumer’s demands for resolution we will make a one time only
courtesy offer for resolution (listed below)Should the customer wish to
accept this offer simply reply to the Revdex.com mediation site. We are willing to go outside of policy due to
the number of attempts and services this customer has had to endure
I
have reached out to the depot in Harrisberg concerning the property damage
As this is a one
time courtesy- It should be expected that for any future occurrences of concern,
on any other sales order, this individual consumer is agreeing to adhere to the
terms and conditions of their warranty coverage and the determinations of Bobs
Discount Furniture’s Service ProfessionalsOur Service Policy is fully
disclosed on the customer’s sales invoice and provided at the time of sale
Courtesy Offer
for Resolution:
We will offer to pickup the sofa only for
a refund back to the customer’s original method of payment. If you accept this offer we can cancel the
scheduled service and create the paperwork to have the sofa picked up for a
refund back to the customer’s original method of payment or as a corporate
check. If you accept this offer I will
email you directly with the refund information and offer dates to schedule the
pickup
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
The purchase is under *** *** (my mother in law) the phone numbers connected to yhe purchase will be *** or ***I believe a bobs credit card was usedSincerely
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** via phone today (8.01.2014)
and apologized to her for the lack of care that was initially applied to her
claim*** has agreed to reselect to another item from our showroom and I
truly thank her for her willingness to work with us to resolve her concernsI
apologize to *** that any of her valuable time was wasted as she was seeking
help for this distress and I have provided our customer with my direct contact
information for any future needs
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Horrible customer serviceHorrible productNever purchase from them I purchased a dark brown fabric sofa months ago The color of the fabric on the seat cushions has become extremely faded, losing the dark brown color and seeing the original fabric color in places They had me send photographs They denied my claim in an email saying its not a manufacturing issue contact *** *** ***I contacted *** *** *** and was told they didn't see it being covered by them, however Bobs should repair it because it was only months old, and the color should not fade or wear like that I contacted Bobs and they told me they considered it wear and tearI explained it was less then a yr old He then said it looks like some thing might have been spilled on it causing the damageI assured him that was not the case and asked for them to send a tech to my home to examine it rather then looking at photographs They refused all requests
Complaint: ***
I am rejecting this response because: with the way I was treated, very rude to say the least, this is unacceptableput yourself in my shoes, this has been an ongoing ten plus weeksare you serious? I wan ALL of what is owed to *** *** paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PITI have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided Switch
I am willing to keep furniture for HALF price, which would have been pit priceIf not come and get it out of my housethis is my final offer!
Sincerely,
Kenneth B***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeThe paperwork for the gift card in the amount
of the delivery fee has already been submitted by ***
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Outside of this Revdex.com complaint and
prior to our offices receiving notice of this concern via Revdex.com we have made
direct contact with this customer several times and processed a complete
compensation offer to rectify the mistake we take ownership for
At this time we consider this
concerns closed as resolved
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
First of all, the things being said here are not true. The 6/delivery was not successful. There were two things that were to be delivered. The chest for the *** *** set, and the *** bed. This was to be replaced, since the other bed that was delivered was damaged. On 6/10, we received the chest for the *** *** bedroom set, but again the delivery person spoke with my father and said the sideboards of the bed were damaged. The delivery person then contacted customer service and she asked to speak to my father. She proceeded to tell my father that they have tried to deliver the items too many times and this would be the final delivery attempt. My father asked how could this be the case when Bob's delivered broken furniture again?!? My father called me and was very upset, and while he was talking to me, the delivery people left. I told him to calm down and not get frustrated again over this. I would proceed with dealing with this thru the Revdex.com, because we cannot seem to resolve this with Bob's and get furniture that is not broken delivered, and every time Bob does it, all we hear is that they're sorry and they'll re-deliver or they are very rude. This was the 7th delivery attempt, and still did not get the furniture that I purchased and paid $for over a month ago in the condition I purchased it in which was brand new furniture
I have been very patient with this company through delivery attempts, I or my father have waited at home 3+ hours for deliveries/re-deliveries as requested on 5/15, 5/17, 5/20, 5/31, 6/5, 6/and 6/10. I have flown from ** to ** for these deliveries, and have spent over $in plane tickets. This has been a waste of my time and money, and right now Bob's has full payment in their possession of my $for furniture that I do not have in good condition
I am being offered a refund of the delivery fee 229.99, a $gift card and a $refund for a broken rail for a total of $in cash and a gift card = $424.99. This is not reasonably close to what was requested, as stated from Bob's. I requested at least $in cash
I paid for this furniture in cash and if it is delivered broken or not delivered, I would like my refund in cash. I do not want a gift card from Bob's because I do not plan on purchasing anything else from Bob's, since from my experience, all they seem to have is substandard furniture that is always broken. I would like my refund in the same form of compensation that I paid for it - which is returned to my credit card
As requested previously, I would like a refund of the delivery fee of $229.99, as well as compensation for the broken furniture consistently delivered broken, and the delivery attempts which was a waste of time and money - a refund of at least $500. Regarding the broken furniture on 6/20, which is still at my home, I would like a $refund on this bed which cost $total since it is broken
This is a total cash compensation of $979.99, which is about 10% of the money spent in order to try to receive furniture purchased. A customer should not have to wait times to get furniture delivered, and the reason it can't be delivered is because the furniture is broken, furniture is missing, the company doesn't show up. All of this while the company has full payment in hand, and the customer does not have their furniture. And it is insulting, that they are not even willing to work with the customer to offer a reasonable refund. A refund of the delivery fee and a gift card? That is acceptable for not making delivery attempt - then you should refund the customer. After that what does the customer get for the additional times?? The company keeps saying their sorry, but taking no true accountability! This company needs to be held accountable for what it does and made to take responsibility. You cannot deliver the furniture, and you make / deliver broken furniture, then you need to refund the customer a portion of their money
I would like this cash refund that is requested and Bob's Discount Furniture should be absolutely ashamed of themselves for running a business in this way. If Bob's would like to make it right by their customer ad earn back my trust, as they have stated in their letter, then what I think is a reasonable offer is stated above. Thank you
Sincerely,
*** ***
Sincerely,
Kendra Frank
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer on the phone number she has provided and left
my direct contact information in the hopes that she will return my call so I can
assist her further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
These are the sequence of events up until yesterday 7/29/in which your technician contacted and reported to your office letting you know the status of the box spring yet againPictures will be attached
Original Entire Bed Set purchased approxmonths ago.
In July, approxmonths after purchaseReported Boxspring defective with puncture hole in box spring, and at least two cracks in box springMy husband and I were literally fearful of falling through the boxspring as it was buckling and felt like it would break through at any given momentIn addition, a lot of creaking of wood throughout the boxspring.
We came to the conclussion that little to our knowledge, we were more then likely delievered a defective or refurbished boxspring from the beginning
We spoke to customer relations and was set up for a replacement boxspringFurniture Delivery men delivered boxspringUpon unwrapping the boxspring, we personally inspected the boxspring throroughlyUpon inspection it was clearly noticeable that the boxspring had a caved in hole in the top of the boxspring about the size of a Gallon of Milk ContainerTo our disastisfaction and shock, the delivery crew took the defective boxspring right back out the doorThere was no way were exchaning one defective boxspring for another defective boxspring.
Now speaking to customer relations once againCustomer relations advised us that they would set us up for another exchange of boxspringThis time around we were promised that there would be a special inspection team that would examine our boxspring before sending it out to usWe were told that the inspection team would unwrap the boxspring check for any problems, cracks, defects, and if there were any it would be swapped out for another.
Approximately a week later, we receive another Boxspring, and to our surprise clearly another failureThe boxspring this time around clearly has a large Tear / Rip, and hole in the bottom fabric of the boxspringBeing that there was a rip and hole on the under portion of the boxspring, we thought to take a look at the condition of the boxspring through the inside of the rippred holeTo our surprise, there was a very ratchet broken off piece of wood that was either stapled or nailed diagnally to the vertical slats on the boxspringClearly someone had tried to refurbish and fix up the defective boxspring but did a horrible jobThe job was so poorly done that they literally left the wood piece broken off with jagged edgesThe thoughts that went through our head, God forbid we some how fell through the boxspring, and ended up getting stabbed or punctured with this very sharp and pointy broken wood piece.
The only reason we received this defective piece is because the previous piece that we were sleeping on was going to cave in any dayLiterally every time my husband and I laid down to go to sleep, the bed sounded like it was going to cave through and crack completelyThis is the only reason we accepted the defective boxspring at that timeIt was basically choosing from the worse of the worseBoth boxsprings were in bad condition but we had to choose which of the two would be better intill the next so called replacement would come.
So upon speaking to the customer service department, we express out disatisfaction and frusturationWe are told that Bobs will send out a certified technician to do a full examination of the boxspringWe are also told that our ripped underside fabric will be newly replaced by certified technician.
Tuesday July 29th, Technician comes to our home and inspects our boxspring thoroughlyHe first notices the obvious large rip and hole in the boxspringHe then looks through the hole at the inner portion of the boxspring and even to his surprise he is shocked at what he seesHe notices the poorly fixer up piece of wood stapled on a diagnal angle with a broken off end pieceHe expresses to me that this is an unacceptable piece of furnitureHe is adimant about sending it back to the factory and having a replacement sent outAs he pulled the fabric off of the underside to further inspect the boxspring, I started taking much closer detailed pictures of the assemblyThe tech calls in to Customer service and tells them that he concurs with our being sent out a fixer upper refurb boxspring that someone clearly tried to put a bandaid onAt this point we are beyond disatisfied and have zero confidence in Bobs to resolve this issue in a respectable manner.
After a long drawn out conversation with Bobs customer serviceWe are basically told that they will send another replacement boxspringOnce again, the rep conveys that Bobs will do a thorough inspection of the new boxspring to comeWe convey our lack of faith in Bobs inspection team as they supposedly were to do a throrough inspection the last time around and failed to do soThere so called inspection team send us out this refurbished piece of furnitureSo this means that they either did not inspect it thoroughly or saw it in the condition it was and sent it to us anywayEither way, Bobs Discount furniture has shown there incompetence over and over again
After continuous attempts to get things right, Bobs has failed usWe have been inconvenienced over and over againWhile we have our fingers crossed with wishful thinking on the next replacement, we are disgusted with Bobs unprofessional business relationsWe literally vow to ourselves to never purchase furniture from there store ever again.
Whether or not Bobs can satisfy sending out a respectable boxspring is yet to be seenEven if they could, we feel strongly that we should be compensated the full refund of the boxspringWe will also expect for our warranty to continue on this bed set as we have no faith in the quality of the furniture we have purchased from Bobs.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I would like your contact information to further discuss I do appreciate you trying to offer methods to rectify but certain things are being not taken into account I am not looking for an additional payout here..but we can discuss that live on the phone
Sincerely,
*** ***
Good Afternoon Ms***, I attempted to research your account using the name and address provided in the Revdex.com complaint but was unsuccessful; I also tried calling you but there was no answerPlease provide the identifying account information such as the order number, customer
master or name and telephone number associated with the sofa you referenceOnce this information is received, I will be happy to follow up with you and see what options for recourse we may have available.Thank you,*** **
Good Afternoon Revdex.com,
size="3">
We apologize that Mr*** experienced any concerns with the
merchandise or the behavior set forth by the delivery team Our records outline several refunds processed
to Mr*** as resolution for the merchandise concerns and as our apology for
associated failures in scheduling and alleged delivery team behaviors
Following our operations for Property Claim involving a
third party provider, Mr*** claim was handled and followed thru on unswervingly
by the third party providerMr*** was provided with a follow up from the
trucking company directly per the below included copy of emailShould Mr
*** have further questions or concerns regarding this specific property claim
we encourage him to follow the direction set forth by the trucking company in
the included communication:
***
From: *** *** Sent: Thursday, January 22, 3:PMTo: ***Cc: *** *** ***; ***; ***Subject: Bob's Discount Furniture Damage Claim #***
FOLLOWING EMAIL FROM *** ***
Dear *** ***
It’s been brought to my attention that
your damage claim with Bob’s Discount Furniture from March 21, 2014, has
been denied as of April 24, 2014.
During our initial contact in March, you
indicated you would not be pursuing this damage claim
Our policy is to keep damage claims open for
only days. With that in mind, we are notifying you in writing to
consider this damage claim now officially closed
If you have any concerns or questions,
please contact me directly
Regards,
*** ***
*** *** ***
*** *** *** ***
Email: ***
Phone: ***
***
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please give *** my apologies for the disappointment she
is experiencing with her productAfter reviewing ***’s account our records
show that we went to ***’s home on when she initially reported
her concernsAt the time we agreed to go to the home as a courtesy to see if
we could help ***, she was already outside of the Bobs Discount Furniture
Warranty associated with this merchandiseOur technician did make any repairs
he could to ***’s merchandise and also logged that there were several
instances of customer cause damages and wear and tear on these productsThis
service was provided to *** from Bobs as a courtesy and there was no cost
to *** for our technician’s labor
*** did purchase a protection plan for her merchandise at
this time of saleThis protection plan does not extend the manufacturing
warranty on ***’s setThis protection plan, managed through the *** company,
offers coverage against damages that occur as a result of an accident***
is a national company and provides protection plans for many furniture
retailers, in order to keep their plan fair for all consumers understandably
there are exclusions to what is covered under this planI have looked even
further into ***’s product warranty and verified with the manufacturer/maker
of this set (*** Furniture) that the material is not warrantied through
their company for any period of timeThe manufacturer/maker of this product
does offer a limited lifetime warranty on their reclining mechanisms, frame of
the sofa and loveseat (under use), and springsIf *** is having
issues with these parts of her product she may contact Bobs Discount Furniture
Customer Care Office (###-###-####) and we can offer to service or order parts
for her under the evidence that her concerns stem from a factory defect
As a business we have made every effort to locate an
available avenue for resolving ***’s concerns with the material of her set
We covered the cost of sending a technician to ***’s home when she made us
aware of her concern and we reviewed the photos *** sent us with our
Service Management Staff to ensure we were looking at ***’s claim from all
anglesLike many other retailers, regretfully we are unable to take responsibility
for damages that occur beyond a product’s warranty periodBobs Discount
Furniture truly wishes to help every customer who has a concern and we are
truly sorry that we have no further recourse to offer *** in the case of
the material concerns she has with her productAgain, if there are other
concerns with ***’s reclining mechanism, frame, or springs Bobs can offer
service to our customer on those portions only
Complaint: ***
I am rejecting this response because:Thank you for getting back to me through the Revdex.com website to attempt to resolve my complaintThe response that I received through this website was much more accommodating than the response I received from the company directly, funny enough I would like to be refunded for the cost of the extra protection on the sofa, but do not find the gift card for the bed to be acceptable, as I do not plan on ever shopping at your store in the futureI appreciate the compensation but would prefer it in another form.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** this afternoon regarding this part
concernThe key is currently on its way to our customer via *** (tracking number = ***) and
*** has been provided with my direct phone number for any follow up needs on
this concern or future questions she may haveBobs Discount Furniture is very
sorry for the aggravation this concern has caused *** and we truly hope we
have begun to earn her confidence back in our business after our communications
today
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">We certainly apologize to the customer for the lack of care
she feels she has been addressed with
This customer made this purchase directly thru the ‘Acceptance
Now’ option offered within our retail location*** *** does not “run” an
initial credit check (the program is a popular resource to help build or
rebuild credit) and Bobs Discount Furniture would not have directly accessed
this person’s credit for any reasonShould the customer be able to provide
proof of Bobs Discount Furniture directly being associated with or on her
credit report we will be happy to investigate this allegation further at that
time
In regards to the request for letter, I don’t believe this
is possible as the ‘Rental Agreement’ signed by the customer fully denotes that
the customer has agreed to a month term of rentalThe ‘Rental Agreement’
indicates that the consumer agreed to pay $monthly and the total cost of
rent will amount to $6,I have attached the signed documentation that ‘Acceptance
Now’ maintains which clearly points out these terms and conditionsThe
customer will not see the cash price of the furniture ($2,565.59) on their
credit report because they agreed to pay a different, much higher amount over
the course of monthsWe are very sorry that the customer maintains any
confusion on the document signed but I do not see a failure here given the evidence
and facts within this case
Any request to have the merchandise removed or the ‘Rental
Agreement’ changed will need to be directed to the company who the customer
entered into this agreement with
The *** *** Desk can be reached at ***
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">I called and spoke with *** directly today (4.01.2015)
and conveyed our apologies to him for the frustrating experience he has had
with us thus farWe have made *** a compensation offer prior to his sale
being completed which he has acceptedI have also provided *** with my
direct contact information and explained that I will personally keep an eye on
his order to ensure we get this remaining item to him as soon as we are
physically able to provide it
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the storeThey feel years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold thereTheir expectation was a suitable replacement
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The resolution does not compensate for all the grief I experienced over this orderAlso, as stated the furniture is of very poor quality and given the incidents that occurred I would like a full refund and they may come and take back their furnitureThis is not customer serviceTo this day I am still waiting for the customer service manager to call me back.
Make this right there were way too many issues to deal with and I want to be compensated appropriately
Sincerely,
*** ***
Good
Morning
Revdex.com-
We
are very sorry that this sofa did not live up to the customer’s
expectations. In an extreme effort to
meet this consumer’s demands for resolution we will make a one time only
courtesy offer for resolution (listed below)Should the customer wish to
accept this offer simply reply to the Revdex.com mediation site. We are willing to go outside of policy due to
the number of attempts and services this customer has had to endure
I
have reached out to the depot in Harrisberg concerning the property damage
As this is a one
time courtesy- It should be expected that for any future occurrences of concern,
on any other sales order, this individual consumer is agreeing to adhere to the
terms and conditions of their warranty coverage and the determinations of Bobs
Discount Furniture’s Service ProfessionalsOur Service Policy is fully
disclosed on the customer’s sales invoice and provided at the time of sale
Courtesy Offer
for Resolution:
We will offer to pickup the sofa only for
a refund back to the customer’s original method of payment. If you accept this offer we can cancel the
scheduled service and create the paperwork to have the sofa picked up for a
refund back to the customer’s original method of payment or as a corporate
check. If you accept this offer I will
email you directly with the refund information and offer dates to schedule the
pickup
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
The purchase is under *** *** (my mother in law) the phone numbers connected to yhe purchase will be *** or ***I believe a bobs credit card was usedSincerely
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** via phone today (8.01.2014)
and apologized to her for the lack of care that was initially applied to her
claim*** has agreed to reselect to another item from our showroom and I
truly thank her for her willingness to work with us to resolve her concernsI
apologize to *** that any of her valuable time was wasted as she was seeking
help for this distress and I have provided our customer with my direct contact
information for any future needs
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Horrible customer serviceHorrible productNever purchase from them I purchased a dark brown fabric sofa months ago The color of the fabric on the seat cushions has become extremely faded, losing the dark brown color and seeing the original fabric color in places They had me send photographs They denied my claim in an email saying its not a manufacturing issue contact *** *** ***I contacted *** *** *** and was told they didn't see it being covered by them, however Bobs should repair it because it was only months old, and the color should not fade or wear like that I contacted Bobs and they told me they considered it wear and tearI explained it was less then a yr old He then said it looks like some thing might have been spilled on it causing the damageI assured him that was not the case and asked for them to send a tech to my home to examine it rather then looking at photographs They refused all requests
Complaint: ***
I am rejecting this response because: with the way I was treated, very rude to say the least, this is unacceptableput yourself in my shoes, this has been an ongoing ten plus weeksare you serious? I wan ALL of what is owed to *** *** paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PITI have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided Switch
I am willing to keep furniture for HALF price, which would have been pit priceIf not come and get it out of my housethis is my final offer!
Sincerely,
Kenneth B***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeThe paperwork for the gift card in the amount
of the delivery fee has already been submitted by ***
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison