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 Afternoon ***,
I am terribly sorry for the ordeal that these pests have caused
you to endure and I can certainly understand your frustrationAs I wasn't
present during this transaction I can neither confirm nor deny the verbal
communications that transpired between you and your sales professionalWe
provide a flyer of the Goof Proof Plus plan that indicates what is covered and
instructs our customer to review their entire *** Plan for full details as
there are exclusions to coverage
An issue caused by the environment the merchandise is being kept
in is not the fault of the retailer and regretfully we are unable to provide recourse
when we cannot take responsibility for the type of concerns you are reportingI
understand your concern and empathize with the bed bug issue you are dealing
with in your home and apologize to you again that we are unable to provide
recourse for a concern that has occurred beyond our control
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your merchandise has caused youI can understand
your frustration having been assured a delivery date previously and I truly
wish we could get this merchandise to you sooner than the current scheduled
date of 3/19/
Your account indicates that some of the
merchandise we had previously shown as being in stock was delayed from the
vendor’s overseas shipmentWhile I certainly acknowledge your reasons for
feeling disappointed and seeking assistance Bob’s prides itself on providing
you quality service and the best value product for the priceOur primary focus
is on making it right so that you are satisfied with the product that you have
purchased from usWe currently have a delivery scheduled for 3/19/to
resolve your concern
I have approved your delivery fee be
refunded to you as a Bob’s Gift Card once delivery is completed. Once the ottoman has been delivered and
everything is in the home and you are happy with the merchandise, please call
in to customer care-###-###-#### Mon-Sat 630am-8pm and Sunday 1130-7pm to
process this request
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
size="3">
Thank you for being a Bobs Customer, we truly appreciate you and
your business and apologize that you are dissatisfied with your ‘***’
table
The top of your table is not ‘Faux Marble’, we sell real stone
products at Bobs Discount Furniture and I have included our store signage that
we display in our dining area denoting this fact
With this fact being acknowledged, public information is available
for the proper care of a marble productThis information is available to aide
all consumers in properly caring for their marbleI was able to easily find
this basic list of dos and don’ts via this link:
***
DO use
coasters under glasses, especially if they contain alcohol or citrus
juices
DO use
trivets or mats under hot dishes or cookware
DO use place
mats under china, ceramics, silver or other objects that may scratch your
stone’s surface
DO place a
small rug or mat at entryways to trap dirt and sand from foot
traffic
DO dust
countertops, islands, vanities and floors frequently
DO blot up
spills immediately to minimize permanent damage to the stone
DO clean
surfaces regularly with neutral cleaners designed for stone
DON’T use
vinegar, bleach, ammonia, other general purpose cleaners, bathroom
cleaners or tub and tile cleaners
DON’T use
abrasive cleaners such as dry cleansers or soft cleansers
DON’T use
alkaline cleaners not specifically formulated for stone
Given the information presented in your complaint it sounds
as though your table top is experiencing signs of in home damage related to its
environment and the use it has been receivingThe Goof Proof Plus Plan you
purchased is meant to protect you against a manufacturing
defect (which your report does not indicate) or an occurrence of covered one time accidentFor example,
accidentally placing a hot plate or pan on your marble table once or putting down a glass without a
coaster once can be considered a
coverable occurrenceMultiple stains, spots, or accumulated damages on the
same table top is considered abuse or neglect of the product and the associated
responsibility of care you take on as the consumer using this stone productI
have also attached a copy of your ‘Guardian’ Warranty Card that denotes an
accident is covered from one occurrence only (see top right)
At this time, based on your written report, we regretfully
have no recourse to offer you relating to this concernAs a retailer we are accountable
to offer coverage under the protection
plan we sell and your claim does not fall into any of the terms and conditions
at this time
To ensure that I am reading your complaint accurately I
would be willing to review the photos you have taken if you are able to send
them thru this Revdex.com mediation channel you felt necessary to open
Once I review these photos with our Service Management Team
I will respond via the Revdex.com with what, if any, options we may have
available to aide you as a one time courtesy in this specific case
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
Thank you for choosing Bob's Discount Furniture for your home furnishing and bedding needsI apologize the mattress has failed to provide the comfort and support you expected
Bob's Discount Furniture understands the importance of a good
nights restYour desire to return the mattress for a refund is understood and I have processed the necessary paperwork allowing you to do so. The return will only be granted for the mattress and there will no credit for the foundations or delivery fee
Please contact our customer care department at ###-###-#### to scheldue a date to have the mattress picked upThe refund will be issued back to the original form of payment within 10-business days after the pick up however, you will need to provide the *** credit card number
First I would like to say that I made a prior purchase and it was flawlessFor that one I purchased a table that seat No problems and it was delivered in a timely matterSo I opted to purchase again for bedroom furniture for my daughterI initally purchased a bed November 4thThe sale rep called within the hour of my purchase to tell me that parts of the bed were not in stock and they the bed could not be delivered until early DecemberDuring that time my husband and I decided we wanted the entire bedroom collectionSo we canceled the order and purchased the bedroom collectionThe sales rep called and we scheduled again for the day that was used for the prior purchaseWell thats when Bobs dropped the ballMy order became lostI called back to double check on the date of delivery and was told they had no recordSo I'd give them the order # and rescheduleI did that about timesNo delivery ever cameSo I finally decided that I would just cancelNow Bobs says you were never charged! I faxed over my banking statement to prove this and guess what happened! NothingNo manager called to say I'm working on thisThankfully I used *** to make this purchaseI'm going to have them contact Bobs for my money and pray that they will get my moneyI will never use Bobs again and will relay to anyone and everyone this poorly handled experience
Horrible horrible horribleMy sofas frame has broke in different spots and even with my added insurance that I purchased they will not fix or replaceNo preice of furniture should break within 1/years
Good Afternoon Revdex.com and
black;">Angelique,
Please pass on our sincerest apologies
for the inconvenience the multiple deliveries and damaged product continues to
cause our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We have rescheduled the service appointment
to coincide with the delivery that is scheduled for Tuesday
We are sorry that the delivery team was not able to complete the delivery on
the original delivery date. It is
difficult to guarantee that. I am sure
the store believed that have covered all of the bases, but sometimes low
ceilings, tight corners, light fixtures and even smoke detectors make the
entire process a difficult one
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking a token of apology from
us they will be able to speak with our Customer Care Office once delivery is
completed successfully We will review
the account at that time and determine what we are able to offerCompensation
is offered in the form of a Bob’s Gift Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** ***,
After thoroughly researching your account, we have come up with (2) courtesy options for recourseDepending on the location of both stains/rips, we can order (2) replacement seat casings, back pillow casings or toss pillows; the alternative would be to cancel the goof proof plan and issue a refund in the amount of $versus the $you paid in Although merchandise replacement is one of the options for an approved goof proof claim, it is not first or only option available. Since *** has denied your claim, Bob's wants to make you happy by exploring options that benefit you as well as the company
It is our hope that you understand our position and appreciate the offers presented
Sincerely
*** ***
Dear Revdex.com,
We are sincerely sorry that this exchange has not yet been completed
""> We can understand the customer’s frustration. This exchange is set for Friday 9.23.16. We will be reaching out to the delivery depot
to ensure the success of this attempt.
We encourage the customer to call into customer care once the delivery
is completed, for compensation. We
absolutely feel that they are entitled to compensation. Compensation is only offered once the
delivery is completed successfully, and is offered as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the damaged product continues to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they would like the merchandise picked up
Bob’s prides itself on providing quality service and
the best value product for the priceOur primary focus is on making the
concern we caused right so that our customer is satisfied with the product that
they have purchased from usAs the retailer we have taken full responsibility
for the damages that may have occurred at the factory overseas or during the
extensive transit the merchandise endures prior to arriving to our customer. The store manager offered this customer
compensation to purchase additional merchandise in the amount of $which
was accepted by this customer.
We currently have a new order, with this merchandise plus and additional chair
pending, awaiting the customer to pay off the balance of $
If this customer would like to cancel this order and
have the merchandise in the home picked up for a refund we will honor that
request. This is far outside of our
return policy. If this customer wants to
pursue this option we will reject off the $credit that was offered to
enable the customer to purchase a chair to accent the set that she has
requested to return.
This has been documented in the account, if the
customer chooses to proceed with the pick up for refund they can call into
customer care to have processed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselectOur mattress satisfaction policy applies to the mattress only and reads as follows
on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeOn March 27, you purchased the *** mattress and foundation as a set for $799.00; the mattress price was $and the foundation was $When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattressSince you reselected to a more expensive mattress you were responsible for the upgrade cost as well as taxI have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,*** **
Good Morning ***,
Your apprehension is understandable and most of all we want
to get you the exact product you purchased in the condition you were expecting
itThat is truly the responsibility that is owed to you from our business
Regretfully we are unable to fully honor the parameters of the options you have
presentedI have listed three (3) options below for your review and would
truly appreciate the opportunity to move forward in helping you resolve your
concerns
Option #1:
We can deliver you the piece we have located in our
warehouse to complete your sectional and provide you with a 30% concession to
keep as is in the form of a monetary refund (this % would be based off of the
price you paid us for the sectional pieces alone). If you are in agreement to this option we can
offer to refund you the monies you paid us for a delivery fee as our further
form of apology for inconveniences we have caused
Option #2:
We can deliver you the piece we have located in our
warehouse to complete your sectional and start the re order process to get you
a completely new (built all at one time so there is no chance of a dye lot
concern) special order sectionalWith this option you will have use of a full
sectional set during the time that the vendor is manufacturing your replacement
setThis replacement sectional will take anywhere from -weeks to be
fully manufactured and shipped to us from our overseas vendor (this is their
processing time and I apologize for any confusion that may have stemmed from
your original agreements with your salesperson)There is no way for us to
‘rush’ order this process and honestly if there was I wouldn’t be comfortable
asking the vendor to do it in fear that you would be disappointed againIf you
are in agreement to this option we can offer to refund you the monies you paid
us for a delivery fee as our further form of apology for inconveniences we have
caused
Option #3:
We can schedule a date with you to retrieve the current
pieces of the sectional you posses and process a full monetary refund (once the
pieces have been fully checked into our distribution center and the refund
amount will be based on the amount you have paid us for your sales order- you
would be asked to call our customer care office at ###-###-#### to fully
process this refund transaction)If you are accepting of this option we can
provide you with a $Bobs Discount Furniture Gift Card as a further form
of apologyWe cannot discuss providing you with a monetary amount of
compensation should we be removing your merchandise and refunding your sale
Kind Regards,
*** ** ***
Customer Care Corporate Liaison
Bobs Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We hope to hear back from the customer to
discuss the offer in depth We thank
the Revdex.com for bringing this to our attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because: it is inaccurate
Yes, I did state that my (very small, ages and 3) children have occasionally jumped on the sofas. However, they did not cause the damage to the springs or seams, nor did I ever state that. The reason I know this to be fact, and not opinion, is that the damage occurred prior to the children even acquiring the ability to jump at all, let alone jump on the furniture. Also, many of the other complaints filed against Bob's have stated the EXACT same issues of the seams tearing and the springs breaking, making it evident that my situation is not an isolated incident.
The response from Bob's did not address the fact that I purchased and paid for additional protection because the salesman told me that I would be covered for any and every type of damage that could occur once the merchandise was in my home. Clearly, the salesman lied as my valid claims were denied. Also, in an email from *** ***, he admitted that Bob's as a company failed me but still did nothing to rectify the situation. My request to have my merchandise inspected and repaired or replaced was not beyond what I, as a customer, am not only entitled to, but it is also a service for which I already paid. Since the Goof Proof coverage I purchased is defective and is not the product described by the salesman at the time of purchase, I would like to return it for a full refund of the purchase price of the Goof Proof plan
I continue to be dissatisfied by the lack of effort on Bob's part to rectify a situation in which they sold defective merchandise to an unsuspecting customer
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and as
this is the customer’s current information, not the delivery address or name on
the account, I am unable to locate the account
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or the
original phone numbers that may bring up their account records
We ask that the customer responds to us thru this Revdex.com channel 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,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
spoken with *** today (8.05.2014) and apologized for the lack of care she
has received while looking to us for helpAs a further apology we will be
ordering and installing this part at no charge to ***Currently the availability
of the part needed is back ordered until the end of this month, I have made
*** aware that I will continue to personally work on her behalf to get this
part to her sooner than the back order date*** has been provided with my
direct phone number and I look forward to being able to completely satisfy our
customer in the near futureI thank *** for taking the time to file this
complaint so that we are adequately made aware of the areas within our company
that need enhancement
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that our customer
experienced any disappointment with their furniture and we assure our customer
that we have stood behind taking ownership for the defect experienced and
making the concern right under the policies set forth during the time of sale
Furniture today is primarily
manufactured in mass qualities and while a defect can occur it does not make
the entire product line thereafter defectiveWe are also sorry that we were
unable to honor the customer’s request for a refund; we stand behind the
policies that we have in place in order to keep all resolutions fair for all
customers alike
Our records indicate that we have
delivered the exchanged items successfully as of We apologize to
our customer again as it was never our intention to cause them any disappointment
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***, Thank you for choosing Bob's Discount FurnitureI apologize for your most recent delivery experienceI shared your Revdex.com complaint with the customer care supervisor, ***She has tried calling you multiple times (6/
&6/17), leaving voicemail messages but has yet to receive a call back (you also may have received a call from ***-another supervisor 6/18) Please allow *** an opportunity to speak with you, discuss your concerns and arrive at an amicable monetary resolution*** is more than capable of addressing your concerns and I am confident that she will be able to settle this complaint to your satisfactionIn the event, you are still dissatisfied after speaking with her, please let me know and I will do my best to assist you.Thank you,*** **
I should have read all so many complains about BOBS furnitureMy badThis is my complain for what I think is structured lie on company behaviors Purchased sofa bed for elderly parents on Feb 15, with promise to be delivered on Saturday Feb 20th from the storeTill store got the money they were very nice and very promisingOn the 20th when calling customer service to ask where is the delivery, they tell us "we are not working on Saturday your delivery will be on three days Feb 23rd"And they have done the trickOn the store promised Feb 20th and on the paperwork put it down Feb 23rdSo watch out very good the paperwork!!!!! Never trust "friendly" salespersonsThey are doing everything to get your business and then do not want to hear anything from youSpoke with Naomi costumer service rep on 23rdShe stated they have been at the address of delivery sometime around pm but nobody was theremy elderly parents that have this as the biggest event in quite some time, were waiting since morning-one in the apartment and one at the building door lobbyNaomi promised to do everything possible to deliver sofa bed next dayNext day I got a robocall notifying delivery is scheduled still for Feb 26thDedham Store manager witch I also spoke on Feb 23rd and promised to call me back and customer service didn't have the face to call-they were implicated on the "lies delivery chain"robocall was easy enough for them, whatever customer has to go through-not their problemI called back customer service and Ally understood the frustration caused by this serviceShe again started customer service game with hanging you out for more then min on the phone to give delay and empty promises like: "we will see if we can deliver tomorrow today is not possibleDelivery was there at but no one open the door"
I was asking for a supervisor that can make things happen today, due to the "State of the art Delivery system" that Bobs are trying to sell to youAfter min waiting on the line Heather the account manager on Bobs corporate office wanted again to hear my claimAnd she tells me that delivery was there at pm ( please note that different people give you three different scenarios and delivery time) and no body was to open the doorBobs people didn't know that those lies have other means to be provenFor example my parents door bell system has a FUTUREDoorbell is just not ringing at the apartment were my mother was waiting, but also on the phone connected with apartment number, from were you can open the door remotelyAlso a CAMERA system directed at the building lobby and building perimeter can prove their lieDefinitely when I asked Heather to speak with her supervisor, she told me "I'm a supervisor of the account and you delivery will be on Feb 26th"Asking again about her supervisor she told me "this will be possible in Business hours" like I was going to talk with a Marsian not with a responsible customer assistant personA shake up need to be done sooner than later if Bobs willing to sell furniture and hold on Business promisesOtherwise Quo vadis Bobs furniture will get faster then though the answer Bobs furniture chain of lies deserve
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 Afternoon ***,
I am terribly sorry for the ordeal that these pests have caused
you to endure and I can certainly understand your frustrationAs I wasn't
present during this transaction I can neither confirm nor deny the verbal
communications that transpired between you and your sales professionalWe
provide a flyer of the Goof Proof Plus plan that indicates what is covered and
instructs our customer to review their entire *** Plan for full details as
there are exclusions to coverage
An issue caused by the environment the merchandise is being kept
in is not the fault of the retailer and regretfully we are unable to provide recourse
when we cannot take responsibility for the type of concerns you are reportingI
understand your concern and empathize with the bed bug issue you are dealing
with in your home and apologize to you again that we are unable to provide
recourse for a concern that has occurred beyond our control
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your merchandise has caused youI can understand
your frustration having been assured a delivery date previously and I truly
wish we could get this merchandise to you sooner than the current scheduled
date of 3/19/
Your account indicates that some of the
merchandise we had previously shown as being in stock was delayed from the
vendor’s overseas shipmentWhile I certainly acknowledge your reasons for
feeling disappointed and seeking assistance Bob’s prides itself on providing
you quality service and the best value product for the priceOur primary focus
is on making it right so that you are satisfied with the product that you have
purchased from usWe currently have a delivery scheduled for 3/19/to
resolve your concern
I have approved your delivery fee be
refunded to you as a Bob’s Gift Card once delivery is completed. Once the ottoman has been delivered and
everything is in the home and you are happy with the merchandise, please call
in to customer care-###-###-#### Mon-Sat 630am-8pm and Sunday 1130-7pm to
process this request
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
size="3">
Thank you for being a Bobs Customer, we truly appreciate you and
your business and apologize that you are dissatisfied with your ‘***’
table
The top of your table is not ‘Faux Marble’, we sell real stone
products at Bobs Discount Furniture and I have included our store signage that
we display in our dining area denoting this fact
With this fact being acknowledged, public information is available
for the proper care of a marble productThis information is available to aide
all consumers in properly caring for their marbleI was able to easily find
this basic list of dos and don’ts via this link:
***
DO use
coasters under glasses, especially if they contain alcohol or citrus
juices
DO use
trivets or mats under hot dishes or cookware
DO use place
mats under china, ceramics, silver or other objects that may scratch your
stone’s surface
DO place a
small rug or mat at entryways to trap dirt and sand from foot
traffic
DO dust
countertops, islands, vanities and floors frequently
DO blot up
spills immediately to minimize permanent damage to the stone
DO clean
surfaces regularly with neutral cleaners designed for stone
DON’T use
vinegar, bleach, ammonia, other general purpose cleaners, bathroom
cleaners or tub and tile cleaners
DON’T use
abrasive cleaners such as dry cleansers or soft cleansers
DON’T use
alkaline cleaners not specifically formulated for stone
Given the information presented in your complaint it sounds
as though your table top is experiencing signs of in home damage related to its
environment and the use it has been receivingThe Goof Proof Plus Plan you
purchased is meant to protect you against a manufacturing
defect (which your report does not indicate) or an occurrence of covered one time accidentFor example,
accidentally placing a hot plate or pan on your marble table once or putting down a glass without a
coaster once can be considered a
coverable occurrenceMultiple stains, spots, or accumulated damages on the
same table top is considered abuse or neglect of the product and the associated
responsibility of care you take on as the consumer using this stone productI
have also attached a copy of your ‘Guardian’ Warranty Card that denotes an
accident is covered from one occurrence only (see top right)
At this time, based on your written report, we regretfully
have no recourse to offer you relating to this concernAs a retailer we are accountable
to offer coverage under the protection
plan we sell and your claim does not fall into any of the terms and conditions
at this time
To ensure that I am reading your complaint accurately I
would be willing to review the photos you have taken if you are able to send
them thru this Revdex.com mediation channel you felt necessary to open
Once I review these photos with our Service Management Team
I will respond via the Revdex.com with what, if any, options we may have
available to aide you as a one time courtesy in this specific case
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
Thank you for choosing Bob's Discount Furniture for your home furnishing and bedding needsI apologize the mattress has failed to provide the comfort and support you expected
Bob's Discount Furniture understands the importance of a good
nights restYour desire to return the mattress for a refund is understood and I have processed the necessary paperwork allowing you to do so. The return will only be granted for the mattress and there will no credit for the foundations or delivery fee
Please contact our customer care department at ###-###-#### to scheldue a date to have the mattress picked upThe refund will be issued back to the original form of payment within 10-business days after the pick up however, you will need to provide the *** credit card number
First I would like to say that I made a prior purchase and it was flawlessFor that one I purchased a table that seat No problems and it was delivered in a timely matterSo I opted to purchase again for bedroom furniture for my daughterI initally purchased a bed November 4thThe sale rep called within the hour of my purchase to tell me that parts of the bed were not in stock and they the bed could not be delivered until early DecemberDuring that time my husband and I decided we wanted the entire bedroom collectionSo we canceled the order and purchased the bedroom collectionThe sales rep called and we scheduled again for the day that was used for the prior purchaseWell thats when Bobs dropped the ballMy order became lostI called back to double check on the date of delivery and was told they had no recordSo I'd give them the order # and rescheduleI did that about timesNo delivery ever cameSo I finally decided that I would just cancelNow Bobs says you were never charged! I faxed over my banking statement to prove this and guess what happened! NothingNo manager called to say I'm working on thisThankfully I used *** to make this purchaseI'm going to have them contact Bobs for my money and pray that they will get my moneyI will never use Bobs again and will relay to anyone and everyone this poorly handled experience
Horrible horrible horribleMy sofas frame has broke in different spots and even with my added insurance that I purchased they will not fix or replaceNo preice of furniture should break within 1/years
Good Afternoon Revdex.com and
black;">Angelique,
Please pass on our sincerest apologies
for the inconvenience the multiple deliveries and damaged product continues to
cause our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We have rescheduled the service appointment
to coincide with the delivery that is scheduled for Tuesday
We are sorry that the delivery team was not able to complete the delivery on
the original delivery date. It is
difficult to guarantee that. I am sure
the store believed that have covered all of the bases, but sometimes low
ceilings, tight corners, light fixtures and even smoke detectors make the
entire process a difficult one
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking a token of apology from
us they will be able to speak with our Customer Care Office once delivery is
completed successfully We will review
the account at that time and determine what we are able to offerCompensation
is offered in the form of a Bob’s Gift Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** ***,
After thoroughly researching your account, we have come up with (2) courtesy options for recourseDepending on the location of both stains/rips, we can order (2) replacement seat casings, back pillow casings or toss pillows; the alternative would be to cancel the goof proof plan and issue a refund in the amount of $versus the $you paid in Although merchandise replacement is one of the options for an approved goof proof claim, it is not first or only option available. Since *** has denied your claim, Bob's wants to make you happy by exploring options that benefit you as well as the company
It is our hope that you understand our position and appreciate the offers presented
Sincerely
*** ***
Dear Revdex.com,
We are sincerely sorry that this exchange has not yet been completed
""> We can understand the customer’s frustration. This exchange is set for Friday 9.23.16. We will be reaching out to the delivery depot
to ensure the success of this attempt.
We encourage the customer to call into customer care once the delivery
is completed, for compensation. We
absolutely feel that they are entitled to compensation. Compensation is only offered once the
delivery is completed successfully, and is offered as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the damaged product continues to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they would like the merchandise picked up
Bob’s prides itself on providing quality service and
the best value product for the priceOur primary focus is on making the
concern we caused right so that our customer is satisfied with the product that
they have purchased from usAs the retailer we have taken full responsibility
for the damages that may have occurred at the factory overseas or during the
extensive transit the merchandise endures prior to arriving to our customer. The store manager offered this customer
compensation to purchase additional merchandise in the amount of $which
was accepted by this customer.
We currently have a new order, with this merchandise plus and additional chair
pending, awaiting the customer to pay off the balance of $
If this customer would like to cancel this order and
have the merchandise in the home picked up for a refund we will honor that
request. This is far outside of our
return policy. If this customer wants to
pursue this option we will reject off the $credit that was offered to
enable the customer to purchase a chair to accent the set that she has
requested to return.
This has been documented in the account, if the
customer chooses to proceed with the pick up for refund they can call into
customer care to have processed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselectOur mattress satisfaction policy applies to the mattress only and reads as follows
on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeOn March 27, you purchased the *** mattress and foundation as a set for $799.00; the mattress price was $and the foundation was $When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattressSince you reselected to a more expensive mattress you were responsible for the upgrade cost as well as taxI have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,*** **
Good Morning ***,
Your apprehension is understandable and most of all we want
to get you the exact product you purchased in the condition you were expecting
itThat is truly the responsibility that is owed to you from our business
Regretfully we are unable to fully honor the parameters of the options you have
presentedI have listed three (3) options below for your review and would
truly appreciate the opportunity to move forward in helping you resolve your
concerns
Option #1:
We can deliver you the piece we have located in our
warehouse to complete your sectional and provide you with a 30% concession to
keep as is in the form of a monetary refund (this % would be based off of the
price you paid us for the sectional pieces alone). If you are in agreement to this option we can
offer to refund you the monies you paid us for a delivery fee as our further
form of apology for inconveniences we have caused
Option #2:
We can deliver you the piece we have located in our
warehouse to complete your sectional and start the re order process to get you
a completely new (built all at one time so there is no chance of a dye lot
concern) special order sectionalWith this option you will have use of a full
sectional set during the time that the vendor is manufacturing your replacement
setThis replacement sectional will take anywhere from -weeks to be
fully manufactured and shipped to us from our overseas vendor (this is their
processing time and I apologize for any confusion that may have stemmed from
your original agreements with your salesperson)There is no way for us to
‘rush’ order this process and honestly if there was I wouldn’t be comfortable
asking the vendor to do it in fear that you would be disappointed againIf you
are in agreement to this option we can offer to refund you the monies you paid
us for a delivery fee as our further form of apology for inconveniences we have
caused
Option #3:
We can schedule a date with you to retrieve the current
pieces of the sectional you posses and process a full monetary refund (once the
pieces have been fully checked into our distribution center and the refund
amount will be based on the amount you have paid us for your sales order- you
would be asked to call our customer care office at ###-###-#### to fully
process this refund transaction)If you are accepting of this option we can
provide you with a $Bobs Discount Furniture Gift Card as a further form
of apologyWe cannot discuss providing you with a monetary amount of
compensation should we be removing your merchandise and refunding your sale
Kind Regards,
*** ** ***
Customer Care Corporate Liaison
Bobs Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We hope to hear back from the customer to
discuss the offer in depth We thank
the Revdex.com for bringing this to our attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because: it is inaccurate
Yes, I did state that my (very small, ages and 3) children have occasionally jumped on the sofas. However, they did not cause the damage to the springs or seams, nor did I ever state that. The reason I know this to be fact, and not opinion, is that the damage occurred prior to the children even acquiring the ability to jump at all, let alone jump on the furniture. Also, many of the other complaints filed against Bob's have stated the EXACT same issues of the seams tearing and the springs breaking, making it evident that my situation is not an isolated incident.
The response from Bob's did not address the fact that I purchased and paid for additional protection because the salesman told me that I would be covered for any and every type of damage that could occur once the merchandise was in my home. Clearly, the salesman lied as my valid claims were denied. Also, in an email from *** ***, he admitted that Bob's as a company failed me but still did nothing to rectify the situation. My request to have my merchandise inspected and repaired or replaced was not beyond what I, as a customer, am not only entitled to, but it is also a service for which I already paid. Since the Goof Proof coverage I purchased is defective and is not the product described by the salesman at the time of purchase, I would like to return it for a full refund of the purchase price of the Goof Proof plan
I continue to be dissatisfied by the lack of effort on Bob's part to rectify a situation in which they sold defective merchandise to an unsuspecting customer
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and as
this is the customer’s current information, not the delivery address or name on
the account, I am unable to locate the account
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or the
original phone numbers that may bring up their account records
We ask that the customer responds to us thru this Revdex.com channel 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,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
spoken with *** today (8.05.2014) and apologized for the lack of care she
has received while looking to us for helpAs a further apology we will be
ordering and installing this part at no charge to ***Currently the availability
of the part needed is back ordered until the end of this month, I have made
*** aware that I will continue to personally work on her behalf to get this
part to her sooner than the back order date*** has been provided with my
direct phone number and I look forward to being able to completely satisfy our
customer in the near futureI thank *** for taking the time to file this
complaint so that we are adequately made aware of the areas within our company
that need enhancement
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that our customer
experienced any disappointment with their furniture and we assure our customer
that we have stood behind taking ownership for the defect experienced and
making the concern right under the policies set forth during the time of sale
Furniture today is primarily
manufactured in mass qualities and while a defect can occur it does not make
the entire product line thereafter defectiveWe are also sorry that we were
unable to honor the customer’s request for a refund; we stand behind the
policies that we have in place in order to keep all resolutions fair for all
customers alike
Our records indicate that we have
delivered the exchanged items successfully as of We apologize to
our customer again as it was never our intention to cause them any disappointment
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***, Thank you for choosing Bob's Discount FurnitureI apologize for your most recent delivery experienceI shared your Revdex.com complaint with the customer care supervisor, ***She has tried calling you multiple times (6/
&6/17), leaving voicemail messages but has yet to receive a call back (you also may have received a call from ***-another supervisor 6/18) Please allow *** an opportunity to speak with you, discuss your concerns and arrive at an amicable monetary resolution*** is more than capable of addressing your concerns and I am confident that she will be able to settle this complaint to your satisfactionIn the event, you are still dissatisfied after speaking with her, please let me know and I will do my best to assist you.Thank you,*** **
I should have read all so many complains about BOBS furnitureMy badThis is my complain for what I think is structured lie on company behaviors Purchased sofa bed for elderly parents on Feb 15, with promise to be delivered on Saturday Feb 20th from the storeTill store got the money they were very nice and very promisingOn the 20th when calling customer service to ask where is the delivery, they tell us "we are not working on Saturday your delivery will be on three days Feb 23rd"And they have done the trickOn the store promised Feb 20th and on the paperwork put it down Feb 23rdSo watch out very good the paperwork!!!!! Never trust "friendly" salespersonsThey are doing everything to get your business and then do not want to hear anything from youSpoke with Naomi costumer service rep on 23rdShe stated they have been at the address of delivery sometime around pm but nobody was theremy elderly parents that have this as the biggest event in quite some time, were waiting since morning-one in the apartment and one at the building door lobbyNaomi promised to do everything possible to deliver sofa bed next dayNext day I got a robocall notifying delivery is scheduled still for Feb 26thDedham Store manager witch I also spoke on Feb 23rd and promised to call me back and customer service didn't have the face to call-they were implicated on the "lies delivery chain"robocall was easy enough for them, whatever customer has to go through-not their problemI called back customer service and Ally understood the frustration caused by this serviceShe again started customer service game with hanging you out for more then min on the phone to give delay and empty promises like: "we will see if we can deliver tomorrow today is not possibleDelivery was there at but no one open the door"
I was asking for a supervisor that can make things happen today, due to the "State of the art Delivery system" that Bobs are trying to sell to youAfter min waiting on the line Heather the account manager on Bobs corporate office wanted again to hear my claimAnd she tells me that delivery was there at pm ( please note that different people give you three different scenarios and delivery time) and no body was to open the doorBobs people didn't know that those lies have other means to be provenFor example my parents door bell system has a FUTUREDoorbell is just not ringing at the apartment were my mother was waiting, but also on the phone connected with apartment number, from were you can open the door remotelyAlso a CAMERA system directed at the building lobby and building perimeter can prove their lieDefinitely when I asked Heather to speak with her supervisor, she told me "I'm a supervisor of the account and you delivery will be on Feb 26th"Asking again about her supervisor she told me "this will be possible in Business hours" like I was going to talk with a Marsian not with a responsible customer assistant personA shake up need to be done sooner than later if Bobs willing to sell furniture and hold on Business promisesOtherwise Quo vadis Bobs furniture will get faster then though the answer Bobs furniture chain of lies deserve