THE absolute WORST delivery service I have ever witnessedHave had a queen and full mattress set delivered on separate occasions and experienced the same horrific delivery service both timesWill NEVER patronize againHey Revdex.com, how can a business with 92% negative reviews have an A+ rating? Complete **, makes me question my faith in the Revdex.com as well
Good Morning Ms. ***,Thank you for choosing Bob's Discount FurnitureI apologize for the delivery scheduling issuesI attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am
on June 1, but your phone just rang.I would like to review your purchase and schedule delivery, ASAP. Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,*** **
Complaint: ***
I am rejecting this response because: the quality of the furniture is poor
I did exchange one chair for another style because I had no choice Bob's Discount Furniture is not stuck with returns They have an area called "the Pit" How it was explained to me, that's where returned furniture goes
When we received the new chair, I contacted the Revdex.com to inform them that an exchange took place
Sincerely,
*** ***
We bought are first couch with bobs in and within in months we exchanged it due to poor quality and the seams were coming apart After month we exchanged are mattress due to flat spots now in are couch that has heat and messages does not work and they can not fix even though we have the five year goof proof plan We went to are local store in fair fax va with are credit and found a new couch that we was told we take a month and a half to get in as they have to order it from oversees We explained that we are moving to Texas and they said we would have to pay to ship it there for $ We asked for the floor model and said no Bad and rude customer service and cheap quality
Complaint: ***
I am rejecting this response because:
I understand what MsStephanie have stated but I am not stating that Bob's Discount Furniture sold the merchandise infected on purpose but I am sure that they indeed sell the merchandise infectedAt first I myself tried to inspect the merchandise and did not find anything but with bites I experienced I knew I had to call exterminatorsBefore I had the bedroom set I stayed in the new apartment on a blow up bed and there were no bite marksAfter the furniture I then noticed the bitesAt first I thought it was all in my head but then I knew I would have to call exterminatorsWhen Bells Environmental exterminators came to the apartment they brought with them a canine dogThe point of this is to pinpoint where the bedbugs or evidence of bedbugs may beMsStephanie reports that the bedbugs were probably in my dwelling before handHowever if this was so the canine dog would have found evidence of bedbugs somewhere in my apartmentThe canine dog would have found evidence in the walls, sockets, etc, but the canine only found evidence in the frame of the bed and no where else in the apartmentBedbugs travel as we all know and there would have definitely been some form of bedbug evidence elsewhereMsStephanie reporting that they package their items is not a good response especially when the items wrappings are delivered with holes in themGranted I did not look at this as a problem, I didn't care less about holes in the wrapping but reporting that items are wrapped to avoid pests is not trueSo that is a response that I cannot acceptPlease do not take this lightly because if my bedroom set came to me with bedbug evidence and infested then most likely there are probably bed bugs in the warehouse where it was shipped fromEven if my issue cannot be resolved I truly would like to advocate that the warehouse where my bedroom set was shipped from gets exterminated and some form of proof is provided of thatEven if my issue cannot be resolved I also want others to know about my review and complaintThis was a horrible experience and I want others to be aware before they make any purchases from Bob's Discount FurnitureI do blame Bob's Discount Furniture for selling me the merchandise but I partially blame myself form not researching the company before my purchaseIf I did research the company then I would have seen all of the reviews and I would have stayed clear knowing that the warehouse is most likely bed bug infested
Sincerely,
*** ***
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could have gotten the part to
you sooner
Parts are ordered directly from the vendor,
they are not something we keep in stock.
We have shipped the parts out of our Connecticut warehouse today
If you still remain unsatisfied after your part
has been installed we can revisit your account and discuss what option we may
have to accommodate you further
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect
As a token of apology for the long wait on
the part order we would like to offer you a Bob’s credit in the amount of
$150.00. If you would like to accept this
offer please reply to the Revdex.com that it is accepted and we will process the
paperwork to have the credit put on your account. I have also set up the installation service,
please call when you receive the parts to schedule a date that is most convenient
for you.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are concerned about the complaint regarding the service that was received in
the store and on the phone. All calls
coming into customer service are recorded and will be reviewed for quality of
service. We take these complaints very
seriously, as we trust all Bob’s employees to represent Bob’s in a professional
manner
We are sorry for any miscommunication. When we write up a reselection credit due to
a manufacturing issue, we note in the credit that the customer will not be
charged a new delivery fee, this is reviewed by the store. The customer has already paid a delivery fee
and our merchandise did not meet expectations.
We do not include the delivery fee in the credit. This is very clearly noted that we would not
be charging a new delivery fee. This is
standard procedure.
We would not be able to offer a refund on merchandise
that was delivered two months previousWe hope the customer will be able to find another
set that they will love for many years to come
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
0in 0pt;">
We are sorry that proper procedure has not been followed in regards to
this customers merchandise issues. This
has caused delay in having this rectified.
We do have service available for this customer, in their area. It is an out of zone service and is handled
differently, but it is available. We
have a contract with a company in this area for technicians. Due to it being so far from any of our
warehouses and our stock of supplies, we would need photos of the damages
before we can schedule any techs. We
would not want to waste a customer’s time scheduling a technician that does not
have necessary supplies
Once photos have been submitted through the Revdex.com mediation service we can
offer either the service to correct the issues or other resolutions if our
service department feels the pieces would not be able to be brought up to
manufacturing standards. We will be
taking into account that these pieces have been moved from original delivery
address
Please submit at least photos of each damage, one close up, one from a
distance so we can verify it is the merchandise on the order
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and offered to provide
him with a store credit to reselect to another recliner that will better suit
his needsWe have asked that *** cover the cost of the new shipping charge
that will be associated with the new delivery for his reselected item and
*** has agreed to these terms
I also provided *** with my apologies for the actions of
our service professional while in the home that led *** to believe he was
being provided with a set resolution for this complaintWe take ownership for
this failure and are working above and beyond our written policies to provide
*** with a satisfactory resolution and a recliner that he can feel relaxed
in
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I believe that Bob's Discount Furniture engages in very dishonest business practicesI entered Bob's in Fairfax, VA to purchase a bedroom setThe sales person seemed nice enough and I picked out the set I wantedIssue #1: The sales man and I picked out the the items I wanted to purchase and I requested the totalHe told me the total was $I asked for confirmation; $for the queen bed with storage drawers, dresser, mirror, nightstands and deliveryHe said, "Yes, that's correct." I asked, "Is there going to be a charge for anything else?" He stated noI handed him my credit card, he ran my card, then said, "Oh, I'm so sorry, I was wrong, the total is $1470." I believe he intentionally lied about the final price so that he could run my card for the higher amountOf course, I demanded that he cancel the sale and return to the itemized list of itemsTurns out, he had left a nightstand off the purchase and didn't even tell meIssue #2: I finally agreed to the $purchase, as I needed this furniture within weeksI confirmed with him that all items could be delivered within weeksI then asked him when the earliest delivery could be madeHe said August 6, between the hours of 9am-1pmI said fine and went home to await my deliveryI get a call the following week that the dresser and mirror were backorderedI asked the Customer Service Rep (CSR) on the phone when they had become backorderedShe told me that they had been backordered for weeksConfirming that they were not listed as being available during the time of my purchaseI was fuming but am aware that this problem is not with the CSR, it's a problem with my sales associateI call the individual store and they told me that they could do nothing to solve my issueIssue #3: My headboard, footboard, rails and drawers were delivered on August The right side rail was severely damagedThe delivery men were fantastic in helping me call the Customer Service DeskI explained my frustration with this entire process from the sale to the information about availability, to the damaged furniture, to a CSR (Janice? Janet?) who was absolutely fantasticShe assured me that she could have the rails replaced and that after all the items were delivered, they could issue me a refund for the delivery feeI said thank you and hung upIssue #4: weeks later, on August 20, the dresser, mirror and replacement rails were deliveredThis occurred without issueI call after all my items were delivered, as Janice/Janet told me toI speak to a CSR that tells me that the most they are able to offer me is $store creditI tell her that is unacceptable, seeing as though the sales associate attempted to "accidentally" overcharge me by over $300, the information about availability was false, the delivery was damaged and late, and it took far more than weeks to get my furniture inShe tells me, essentially, "Too bad"I ask to speak with a managerI'm put on the phone with Calisa/Jalisa? who tells me that regardless of the multiple errors in this sale lifecycle, that they will offer me $store credit and absolutely nothing moreI ask her, "Do you really think that's a fair compensation for all the trouble and issues I've had with Bob's?" She replies, "yes, that's more than fair." I tell her that Janice/Janet assured me that I could get my delivery fee waived, the LEAST she could do was uphold thatShe tells me no, she will not do that and no, she will not provide any additional assistance to solve this problemI believe that Bob's Furniture lies to intentionally secure sales and delivers the absolute least to ensure that they can work on their own time, at the cost and inconvenience of their customersI have never been so unhappy that I felt the need to report a business to the Revdex.com, but the behavior of the CSR and Sales staff at Bob's was completely irresponsible in this sale and I want to make sure that they are reportedThank you so much for reading
Good Afternoon
Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order. We will approve the
refund of the delivery fee back to the customer’s method of paymentThe
delivery fee paid on this order is $229.99, please see attached. This will be the Final and Only offer of
compensation on this order, as this request is far outside our policy
and procedure. We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer.
The customer can call in any time
after the chairs are delivered on 4/5/to have the paperwork created
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
When
the office person picks up explain that you are calling to get a refund of the
delivery fee processed to your credit card which was pre-approved
o
At
that point they will create the refund and take the credit card information
o
Please
make sure you have the credit card available as we do not keep this on file
*** ending in ***
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
Please consider that this customer entered into
a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
I have copied the flyer which clearly explains what the
customer was given. Thank you for
allowing us to help rectify the confusion I have also attached the customer’s specific
sales order, highlighting the area that applies. On the first page, it clearly states the
interest will be charged on the entire purchase from the delivery date, if not
paid in full. It also cautions the customer
that paying the minimum required payments will not pay off the balance by the
month deadline If the customer had
objected to the terms at the point of sale, when they signed this sales order, they
could have canceled the order with no penalty or chosen a different payment
method.
My Bob’s Card provided by *** ***
Months special
financing from the date of delivery on any purchase of $or
more!
Months special
financing from the date of delivery on any purchase of $or
more!
Upon Credit Approval
you will receive an available revolving credit line you can use immediatelyUse your Bob's Credit
to Finance purchases Online and In Store
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
No Money Down
Minimum Monthly
Payments Required
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
Promotional Plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months*The
Bob's Discount Furniture credit card is issued by *** *** Financial
National BankSpecial terms apply to qualifying purchases of $or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional periodPaying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional periodFor new
accounts, the APR for Purchases is 28.99%If you are charged interest in any
billing cycle, the minimum interest charge will be $This information is
accurate as of 01/06/and is subject to changeFor current information,
call us at ###-###-####No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
Promotional plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months**The Bob's Discount
Furniture credit card is issued by *** *** Financial National BankSpecial
terms apply to qualifying purchases of $or more charged with approved
credit at participating merchantsMinimum monthly payments are required during
the promotional (special terms) periodInterest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional periodPaying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $This information is accurate as of 01/06/and is subject to
changeFor current information, call us at ###-###-####
Good Morning Revdex.com,
Please pass on my sincere apologies to our customer, we
would much rather resolve our customer’s concern using the valuable protection
plan he purchased verses refunding him and voiding his plan out completelyIf
the customer no longer has an open claim for the merchandise with ***, I may
be able to discuss some options for resolution with himI will need to see
photos of his merchandise first before determining what, if any, recourse Bobs
Discount Furniture may havePlease ask the customer to verify the status is
his claim through *** before we proceed through this channel further
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Shopping here was nice in store but the delivery process was a total nightmare! Spent nearly $in cash in the store Bought the protection plan, mattress covers and encasement to completely protect my 'investment'First delivery they forgot my bed rails, bent the frame to my power reclining sofa, broke the console to the matching loveseat, chipped the corner of my marble table, dinged up and never fully assembled my entertainment stand Second delivery was smooth as they were simply installing bed rails Third delivery they had yanked the sofa off of truck resting it for over an hour completely on the one arm (which subsequently FELL OFF days later), brought the wrong entertainment stand and spent nearly hours bringing in pieces of furnitureFinally the fourth delivery team replaced the couch efficiently as well as the entertainment stand but left without leaving the appropriate shelvesFinally there were exposed staples which had poked my month old daughter popping out of the loveseatThe 'repair technician' came out and put new staples in the fabric to hold it in place The staples were barely attached to the wood of the frame and easily pulled right out I ended up getting my staple gun and repairing it much better than Bob's 'highly trained technician'The furniture is made with subpar materials, the couch frames are nothing more than press board and very fragile All in all this has been a terrible experience and I would highly recommend shipping elsewhere! The customer care center did offer to refund my $delivery fee after spending $and miserable delivery and repair attempts and refused to return and refund my money That is a total slap in the face and clearly not putting the customer first as all their commercials claim Bottom line SHOP IN ANOTHER STORE!
Complaint: ***
I am rejecting this response because:
I am willing to work with Bob's Discount FurnitureHowever, as they have reneged on previous promises they made when attempting to close this issue prior to filing with the Revdex.com, I would like to keep this complaint open until Bob's has truly responded and resolved the issueIn my response to Bob's, I clearly stated that the only acceptable resolution would be a replacement or refundBob's has not confirmed this is the course of action they will take, so I do not feel comfortable closing the complaint at this time.
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We are not able
to offer a refund on merchandise delivered without issue. We can absolutely offer a one time courtesy
reselection on this piece. The customer
is not required to go to the store to choose other merchandise. It is encouraged, however, as this can only
be extended one time. For a refund the
customer would have had to have refused the delivery. I have attached a photo of the recliner
showing that it was delivered in showroom quality and the delivery manifest
signed by the customer. The refund
policy is available online and on every customer’s sales order.
REFUNDS AND CANCELLATIONS
POLICY
You may request a full refund on
orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
We are sorry we are not able to accommodate
this customer requests We certainly can
offer the reselection credit that will not expire once the pickup has been
completed.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I set up a communication path for *** and myself today
(7.25.2014) and I have provided her with my direct contact number so I can
assist her in resolving her concerns at a rapid paceWe are very sorry for any
inconveniences we have caused *** in this time of need and I look forward
to being able to satisfy her and earn her trust back in our business and our
Customer Care Department
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Mr***,I have reviewed your account and apologize for the merchandise related issues as well as any miscommunicationOur records indicate that your original sale for the *** dining table was $1844.43, which included the table, chairs, island, tax,
goof and deliveryAfter multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselectThe reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $was not included as it would carry over to new sale. The original goof proof plan would only cover the original *** set not the *** set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the *** set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the chairs but there were season cracks in the wood of chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once receivedAs for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciatedPlease let me know how you would like to proceed.Thank you,*** **
Good Morning Revdex.com,
The policy that the purchaser did
sign at the time of purchase which is located on their sales receipt and via
our website (link provided) is described below:
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
You may exchange or return any take-with purchase within thirty (30) days of
the date of possession for a full refund provided you have your original sales
receipt and the merchandise is in like-new condition and has not been otherwise
usedTake-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
You may cancel special orders within
three (3) days after the order date and we will refund your Special Order
Deposit in fullIf you cancel your special order later than three (3) days
after the order date, we will refund your Special Order Deposit less the
Special Order Fee
***
We have in fact made an exception
to this policy for the customer already by allowing an ottoman with no damage
or reported concerns to be returned for store creditThe customer’s account
also shows that as of our retail location worked above our
procedures and processed a refund of this customer’s delivery fee as a form of
compensation for previous failures that the consumer has chosen not to disclose
to the Revdex.com ($149.99)
At this time the customer’s
account shows no open product concerns and an agreement for compensation (above
policies) as acceptedI am not denying that we have previously failed
this customer however we have taken the appropriate steps to correct those
failures and apologize to our customer with compensationI certainly apologize
further to our customer for any disappointment they are experiencing with what
was selected to purchase though as a business I am unable to determine how we
have failed this customer at this present time (12.31.2015)We try our very
best to keep our policies as transparent and easy to understand as possible and
we stand behind the fact that upholding appropriately disclosed policies is a
business’s way of keeping resolutions fair for all customers alike
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I called *** directly today (8.18.2014) at the phone
number she has listed in this complaintWe are very sorry for the amount of
inconvenience that *** and her husband have endured due to our failures and
I eagerly await ***’s return call to me so I can work to restore her faith
in our business
We do consider our customer’s bed an item of great importance,
our records do indicate that we dispatched a service professional to ***’s
residence on and there wasn’t anyone home to take the service this
past weekend
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
THE absolute WORST delivery service I have ever witnessedHave had a queen and full mattress set delivered on separate occasions and experienced the same horrific delivery service both timesWill NEVER patronize againHey Revdex.com, how can a business with 92% negative reviews have an A+ rating? Complete **, makes me question my faith in the Revdex.com as well
Good Morning Ms. ***,Thank you for choosing Bob's Discount FurnitureI apologize for the delivery scheduling issuesI attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am
on June 1, but your phone just rang.I would like to review your purchase and schedule delivery, ASAP. Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,*** **
Complaint: ***
I am rejecting this response because: the quality of the furniture is poor
I did exchange one chair for another style because I had no choice Bob's Discount Furniture is not stuck with returns They have an area called "the Pit" How it was explained to me, that's where returned furniture goes
When we received the new chair, I contacted the Revdex.com to inform them that an exchange took place
Sincerely,
*** ***
We bought are first couch with bobs in and within in months we exchanged it due to poor quality and the seams were coming apart After month we exchanged are mattress due to flat spots now in are couch that has heat and messages does not work and they can not fix even though we have the five year goof proof plan We went to are local store in fair fax va with are credit and found a new couch that we was told we take a month and a half to get in as they have to order it from oversees We explained that we are moving to Texas and they said we would have to pay to ship it there for $ We asked for the floor model and said no Bad and rude customer service and cheap quality
Complaint: ***
I am rejecting this response because:
I understand what MsStephanie have stated but I am not stating that Bob's Discount Furniture sold the merchandise infected on purpose but I am sure that they indeed sell the merchandise infectedAt first I myself tried to inspect the merchandise and did not find anything but with bites I experienced I knew I had to call exterminatorsBefore I had the bedroom set I stayed in the new apartment on a blow up bed and there were no bite marksAfter the furniture I then noticed the bitesAt first I thought it was all in my head but then I knew I would have to call exterminatorsWhen Bells Environmental exterminators came to the apartment they brought with them a canine dogThe point of this is to pinpoint where the bedbugs or evidence of bedbugs may beMsStephanie reports that the bedbugs were probably in my dwelling before handHowever if this was so the canine dog would have found evidence of bedbugs somewhere in my apartmentThe canine dog would have found evidence in the walls, sockets, etc, but the canine only found evidence in the frame of the bed and no where else in the apartmentBedbugs travel as we all know and there would have definitely been some form of bedbug evidence elsewhereMsStephanie reporting that they package their items is not a good response especially when the items wrappings are delivered with holes in themGranted I did not look at this as a problem, I didn't care less about holes in the wrapping but reporting that items are wrapped to avoid pests is not trueSo that is a response that I cannot acceptPlease do not take this lightly because if my bedroom set came to me with bedbug evidence and infested then most likely there are probably bed bugs in the warehouse where it was shipped fromEven if my issue cannot be resolved I truly would like to advocate that the warehouse where my bedroom set was shipped from gets exterminated and some form of proof is provided of thatEven if my issue cannot be resolved I also want others to know about my review and complaintThis was a horrible experience and I want others to be aware before they make any purchases from Bob's Discount FurnitureI do blame Bob's Discount Furniture for selling me the merchandise but I partially blame myself form not researching the company before my purchaseIf I did research the company then I would have seen all of the reviews and I would have stayed clear knowing that the warehouse is most likely bed bug infested
Sincerely,
*** ***
Good Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could have gotten the part to
you sooner
Parts are ordered directly from the vendor,
they are not something we keep in stock.
We have shipped the parts out of our Connecticut warehouse today
If you still remain unsatisfied after your part
has been installed we can revisit your account and discuss what option we may
have to accommodate you further
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect
As a token of apology for the long wait on
the part order we would like to offer you a Bob’s credit in the amount of
$150.00. If you would like to accept this
offer please reply to the Revdex.com that it is accepted and we will process the
paperwork to have the credit put on your account. I have also set up the installation service,
please call when you receive the parts to schedule a date that is most convenient
for you.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are concerned about the complaint regarding the service that was received in
the store and on the phone. All calls
coming into customer service are recorded and will be reviewed for quality of
service. We take these complaints very
seriously, as we trust all Bob’s employees to represent Bob’s in a professional
manner
We are sorry for any miscommunication. When we write up a reselection credit due to
a manufacturing issue, we note in the credit that the customer will not be
charged a new delivery fee, this is reviewed by the store. The customer has already paid a delivery fee
and our merchandise did not meet expectations.
We do not include the delivery fee in the credit. This is very clearly noted that we would not
be charging a new delivery fee. This is
standard procedure.
We would not be able to offer a refund on merchandise
that was delivered two months previousWe hope the customer will be able to find another
set that they will love for many years to come
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
0in 0pt;">
We are sorry that proper procedure has not been followed in regards to
this customers merchandise issues. This
has caused delay in having this rectified.
We do have service available for this customer, in their area. It is an out of zone service and is handled
differently, but it is available. We
have a contract with a company in this area for technicians. Due to it being so far from any of our
warehouses and our stock of supplies, we would need photos of the damages
before we can schedule any techs. We
would not want to waste a customer’s time scheduling a technician that does not
have necessary supplies
Once photos have been submitted through the Revdex.com mediation service we can
offer either the service to correct the issues or other resolutions if our
service department feels the pieces would not be able to be brought up to
manufacturing standards. We will be
taking into account that these pieces have been moved from original delivery
address
Please submit at least photos of each damage, one close up, one from a
distance so we can verify it is the merchandise on the order
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and offered to provide
him with a store credit to reselect to another recliner that will better suit
his needsWe have asked that *** cover the cost of the new shipping charge
that will be associated with the new delivery for his reselected item and
*** has agreed to these terms
I also provided *** with my apologies for the actions of
our service professional while in the home that led *** to believe he was
being provided with a set resolution for this complaintWe take ownership for
this failure and are working above and beyond our written policies to provide
*** with a satisfactory resolution and a recliner that he can feel relaxed
in
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I believe that Bob's Discount Furniture engages in very dishonest business practicesI entered Bob's in Fairfax, VA to purchase a bedroom setThe sales person seemed nice enough and I picked out the set I wantedIssue #1: The sales man and I picked out the the items I wanted to purchase and I requested the totalHe told me the total was $I asked for confirmation; $for the queen bed with storage drawers, dresser, mirror, nightstands and deliveryHe said, "Yes, that's correct." I asked, "Is there going to be a charge for anything else?" He stated noI handed him my credit card, he ran my card, then said, "Oh, I'm so sorry, I was wrong, the total is $1470." I believe he intentionally lied about the final price so that he could run my card for the higher amountOf course, I demanded that he cancel the sale and return to the itemized list of itemsTurns out, he had left a nightstand off the purchase and didn't even tell meIssue #2: I finally agreed to the $purchase, as I needed this furniture within weeksI confirmed with him that all items could be delivered within weeksI then asked him when the earliest delivery could be madeHe said August 6, between the hours of 9am-1pmI said fine and went home to await my deliveryI get a call the following week that the dresser and mirror were backorderedI asked the Customer Service Rep (CSR) on the phone when they had become backorderedShe told me that they had been backordered for weeksConfirming that they were not listed as being available during the time of my purchaseI was fuming but am aware that this problem is not with the CSR, it's a problem with my sales associateI call the individual store and they told me that they could do nothing to solve my issueIssue #3: My headboard, footboard, rails and drawers were delivered on August The right side rail was severely damagedThe delivery men were fantastic in helping me call the Customer Service DeskI explained my frustration with this entire process from the sale to the information about availability, to the damaged furniture, to a CSR (Janice? Janet?) who was absolutely fantasticShe assured me that she could have the rails replaced and that after all the items were delivered, they could issue me a refund for the delivery feeI said thank you and hung upIssue #4: weeks later, on August 20, the dresser, mirror and replacement rails were deliveredThis occurred without issueI call after all my items were delivered, as Janice/Janet told me toI speak to a CSR that tells me that the most they are able to offer me is $store creditI tell her that is unacceptable, seeing as though the sales associate attempted to "accidentally" overcharge me by over $300, the information about availability was false, the delivery was damaged and late, and it took far more than weeks to get my furniture inShe tells me, essentially, "Too bad"I ask to speak with a managerI'm put on the phone with Calisa/Jalisa? who tells me that regardless of the multiple errors in this sale lifecycle, that they will offer me $store credit and absolutely nothing moreI ask her, "Do you really think that's a fair compensation for all the trouble and issues I've had with Bob's?" She replies, "yes, that's more than fair." I tell her that Janice/Janet assured me that I could get my delivery fee waived, the LEAST she could do was uphold thatShe tells me no, she will not do that and no, she will not provide any additional assistance to solve this problemI believe that Bob's Furniture lies to intentionally secure sales and delivers the absolute least to ensure that they can work on their own time, at the cost and inconvenience of their customersI have never been so unhappy that I felt the need to report a business to the Revdex.com, but the behavior of the CSR and Sales staff at Bob's was completely irresponsible in this sale and I want to make sure that they are reportedThank you so much for reading
Good Afternoon
Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order. We will approve the
refund of the delivery fee back to the customer’s method of paymentThe
delivery fee paid on this order is $229.99, please see attached. This will be the Final and Only offer of
compensation on this order, as this request is far outside our policy
and procedure. We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer.
The customer can call in any time
after the chairs are delivered on 4/5/to have the paperwork created
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
When
the office person picks up explain that you are calling to get a refund of the
delivery fee processed to your credit card which was pre-approved
o
At
that point they will create the refund and take the credit card information
o
Please
make sure you have the credit card available as we do not keep this on file
*** ending in ***
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,
Please consider that this customer entered into
a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
I have copied the flyer which clearly explains what the
customer was given. Thank you for
allowing us to help rectify the confusion I have also attached the customer’s specific
sales order, highlighting the area that applies. On the first page, it clearly states the
interest will be charged on the entire purchase from the delivery date, if not
paid in full. It also cautions the customer
that paying the minimum required payments will not pay off the balance by the
month deadline If the customer had
objected to the terms at the point of sale, when they signed this sales order, they
could have canceled the order with no penalty or chosen a different payment
method.
My Bob’s Card provided by *** ***
Months special
financing from the date of delivery on any purchase of $or
more!
Months special
financing from the date of delivery on any purchase of $or
more!
Upon Credit Approval
you will receive an available revolving credit line you can use immediatelyUse your Bob's Credit
to Finance purchases Online and In Store
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
No Money Down
Minimum Monthly
Payments Required
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
Promotional Plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months*The
Bob's Discount Furniture credit card is issued by *** *** Financial
National BankSpecial terms apply to qualifying purchases of $or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional periodPaying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional periodFor new
accounts, the APR for Purchases is 28.99%If you are charged interest in any
billing cycle, the minimum interest charge will be $This information is
accurate as of 01/06/and is subject to changeFor current information,
call us at ###-###-####No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
Promotional plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months**The Bob's Discount
Furniture credit card is issued by *** *** Financial National BankSpecial
terms apply to qualifying purchases of $or more charged with approved
credit at participating merchantsMinimum monthly payments are required during
the promotional (special terms) periodInterest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional periodPaying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $This information is accurate as of 01/06/and is subject to
changeFor current information, call us at ###-###-####
Good Morning Revdex.com,
Please pass on my sincere apologies to our customer, we
would much rather resolve our customer’s concern using the valuable protection
plan he purchased verses refunding him and voiding his plan out completelyIf
the customer no longer has an open claim for the merchandise with ***, I may
be able to discuss some options for resolution with himI will need to see
photos of his merchandise first before determining what, if any, recourse Bobs
Discount Furniture may havePlease ask the customer to verify the status is
his claim through *** before we proceed through this channel further
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Shopping here was nice in store but the delivery process was a total nightmare! Spent nearly $in cash in the store Bought the protection plan, mattress covers and encasement to completely protect my 'investment'First delivery they forgot my bed rails, bent the frame to my power reclining sofa, broke the console to the matching loveseat, chipped the corner of my marble table, dinged up and never fully assembled my entertainment stand Second delivery was smooth as they were simply installing bed rails Third delivery they had yanked the sofa off of truck resting it for over an hour completely on the one arm (which subsequently FELL OFF days later), brought the wrong entertainment stand and spent nearly hours bringing in pieces of furnitureFinally the fourth delivery team replaced the couch efficiently as well as the entertainment stand but left without leaving the appropriate shelvesFinally there were exposed staples which had poked my month old daughter popping out of the loveseatThe 'repair technician' came out and put new staples in the fabric to hold it in place The staples were barely attached to the wood of the frame and easily pulled right out I ended up getting my staple gun and repairing it much better than Bob's 'highly trained technician'The furniture is made with subpar materials, the couch frames are nothing more than press board and very fragile All in all this has been a terrible experience and I would highly recommend shipping elsewhere! The customer care center did offer to refund my $delivery fee after spending $and miserable delivery and repair attempts and refused to return and refund my money That is a total slap in the face and clearly not putting the customer first as all their commercials claim Bottom line SHOP IN ANOTHER STORE!
Complaint: ***
I am rejecting this response because:
I am willing to work with Bob's Discount FurnitureHowever, as they have reneged on previous promises they made when attempting to close this issue prior to filing with the Revdex.com, I would like to keep this complaint open until Bob's has truly responded and resolved the issueIn my response to Bob's, I clearly stated that the only acceptable resolution would be a replacement or refundBob's has not confirmed this is the course of action they will take, so I do not feel comfortable closing the complaint at this time.
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We are not able
to offer a refund on merchandise delivered without issue. We can absolutely offer a one time courtesy
reselection on this piece. The customer
is not required to go to the store to choose other merchandise. It is encouraged, however, as this can only
be extended one time. For a refund the
customer would have had to have refused the delivery. I have attached a photo of the recliner
showing that it was delivered in showroom quality and the delivery manifest
signed by the customer. The refund
policy is available online and on every customer’s sales order.
REFUNDS AND CANCELLATIONS
POLICY
You may request a full refund on
orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
We are sorry we are not able to accommodate
this customer requests We certainly can
offer the reselection credit that will not expire once the pickup has been
completed.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I set up a communication path for *** and myself today
(7.25.2014) and I have provided her with my direct contact number so I can
assist her in resolving her concerns at a rapid paceWe are very sorry for any
inconveniences we have caused *** in this time of need and I look forward
to being able to satisfy her and earn her trust back in our business and our
Customer Care Department
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Mr***,I have reviewed your account and apologize for the merchandise related issues as well as any miscommunicationOur records indicate that your original sale for the *** dining table was $1844.43, which included the table, chairs, island, tax,
goof and deliveryAfter multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselectThe reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $was not included as it would carry over to new sale. The original goof proof plan would only cover the original *** set not the *** set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the *** set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the chairs but there were season cracks in the wood of chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once receivedAs for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciatedPlease let me know how you would like to proceed.Thank you,*** **
Good Morning Revdex.com,
The policy that the purchaser did
sign at the time of purchase which is located on their sales receipt and via
our website (link provided) is described below:
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
You may exchange or return any take-with purchase within thirty (30) days of
the date of possession for a full refund provided you have your original sales
receipt and the merchandise is in like-new condition and has not been otherwise
usedTake-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
You may cancel special orders within
three (3) days after the order date and we will refund your Special Order
Deposit in fullIf you cancel your special order later than three (3) days
after the order date, we will refund your Special Order Deposit less the
Special Order Fee
***
We have in fact made an exception
to this policy for the customer already by allowing an ottoman with no damage
or reported concerns to be returned for store creditThe customer’s account
also shows that as of our retail location worked above our
procedures and processed a refund of this customer’s delivery fee as a form of
compensation for previous failures that the consumer has chosen not to disclose
to the Revdex.com ($149.99)
At this time the customer’s
account shows no open product concerns and an agreement for compensation (above
policies) as acceptedI am not denying that we have previously failed
this customer however we have taken the appropriate steps to correct those
failures and apologize to our customer with compensationI certainly apologize
further to our customer for any disappointment they are experiencing with what
was selected to purchase though as a business I am unable to determine how we
have failed this customer at this present time (12.31.2015)We try our very
best to keep our policies as transparent and easy to understand as possible and
we stand behind the fact that upholding appropriately disclosed policies is a
business’s way of keeping resolutions fair for all customers alike
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I called *** directly today (8.18.2014) at the phone
number she has listed in this complaintWe are very sorry for the amount of
inconvenience that *** and her husband have endured due to our failures and
I eagerly await ***’s return call to me so I can work to restore her faith
in our business
We do consider our customer’s bed an item of great importance,
our records do indicate that we dispatched a service professional to ***’s
residence on and there wasn’t anyone home to take the service this
past weekend
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison