Complaint: ***
I am rejecting this response because:
There is no indication or laundering instructions attached to the furniture I was left with no warranty Bob's has been unwilling to provide me with an actual copy of the warranty, but this is definitely a manufacturing defect The materials separated at the seam, and unraveled The same thing happened to a pillow cushion, which was not laundered See attached picturesI laundered the cushion covers for the love seat and sofa, with no problemsI would appreciate Bob's stepping up and replacing the back and seat cushion covers, and a pillow cover
Sincerely,
*** ***
Good
Afternoon ***
We
are sincerely sorry for the multiple deliveries, damages and poor service you
have received. There are several issues
to address in this complaint.
The
refund for the sleeper has been processed.
*** *** does routinely take billing cycles to post a credit to a
customer’s account. If you reach out to
them and let them know the main piece was returned they may be able to make
that adjustment more quickly.
The
TV chest that was reported on the property claim, is that the new piece
delivered on May 7th by us, or was it an existing piece in the
home? If it was our piece we can
certainly offer that to be exchanged or if you do not want it exchanged, we can
discuss an appropriate discount
We
have reached out to the depot management and the property claim is open, the
depot will be reaching out to you to discuss.
We
are very sorry for the overall experience you have encountered. I can honestly state this is the exception
not the rule. I can see several issues
that were not handled correctly. I am so
sorry that we have failed you
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We have reached out to this customer to discuss this issue, we have made the offer to replace the damaged rug, which the customer has accepted.
Thank you for bringing this issue to our attentionKindest Regards,
Tracy S***
Corporate
LiaisonBob's Discount Furniture
Good
Morning *** * ***,
I am very sorry
for the disappointment you are experiencing with your bonded
leather set and the *** *** *** ***I assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of our products including the protection plan we sellThe *** *** ***, as its name depicts and the documents associated with the plan denote, is
for protection against accidental damage and in order for a claim to qualify
for coverage under this plan you must report an accidental occurrence causing
the damage you are reportingThe merchandise you purchased and the nature of
your claim are not accidental and in all reality this is considered for
the material type you selected as a consumer during the time of saleThe
material make up of your set was listed on the set’s signage, posted directly
in front of the set itself, when you initially viewed this in our showroom over
four years ago
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesiveOver time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process You have had this set for over four years and in
that four year period our records indicate that you have not reported any issues
to us before nowThe Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Loveseat, and the chair from your ‘*** ***’ setIn the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandiseWe can offer to remove the current Sofa and Loveseat
you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your *** *** PlanI assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denouncesThe *** *** Plan
is not intended to cover multiple occurrences of damage as the detailed
contract and the sales flyer, we provide at the time of sale, indicatesI
believe *** feels that this type of accident, causing damage to several items
of furniture could have been prevented therefore they are unwilling to assist
you furtherAs Bobs Discount Furniture is a separate company entirely we do
not have the authority to overturn their judgments on claims
I do apologize that
the third party company who manages this plan did not apply any care and
empathy to your case when you initially called and I have reviewed your case in
further detail as well as reviewed the photos you submitted to the *** company
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental
occurrence of damage being reportedAs depicted in the photos your merchandise
is in great condition besides the damages you are reporting from ‘nail polish
remover’Bobs Discount Furniture will honor the terms of the *** contract
and offer you options for resolution in the same nature *** would have if
your claim was accepted under the protection plan you purchased
The plan grants you unlimited parts and service repair for
five years, in the event that the item cannot be repaired or parts will not fix
the damage, the plan will pay for a one time replacement of the affected
furnitureShould you choose the replacement option or if the replacement
option is necessary the one time replacement fulfills the agreement of your
protection plan and the plan is no longer active on the items that have been replaced
I am not entirely certain we can service this damage back to
showroom quality but if you would like to visit this option first we can
attempt to repair the damage for you
Should you wish to have the affected items replaced and use
up the *** *** Protection you purchased on these items you may also select
this option and we can schedule to have these pieces even exchanged for you
As you have opened a claim thru the Revdex.com
channel you may respond to me directly thru this channel indicating how you
would like to proceed or you can contact our Customer Care Offices at
###-###-#### to schedule the service or one time exchange on the affected
pieces
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am extremely sorry for this customer’s frustrations and
understand the importance of having a sturdy bed to sleep inI would like to
bring to light that Bob’s Discount Furniture has made an appropriate and caring
offer for resolution to this customer in order to rectify the concern with our
product and aide her in not having to pay additional monies for different
product.
Well before this
claim was posted to you we provided the customer a credit not only for the
defective item, but also an additional credit as a form of further apology
straight from our pocketsOn a reselection credit was entered for
the full price of the bed and we also entered an additional store credit in the
amount of $On top of those two efforts we even agreed to cover the cost
of any new bed delivery/assembly for this customer as a further step in making
the product failure right
I apologize again that this customer is not satisfied with
our valuable exertion to assist her in this time of need, however we as a
business have ensured that we put our customer’s needs before our own and made special
offers to certify our appreciation for her business
Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would also like to add that I very much appreciate how Stephanie replied quickly and was very kindI appreciate that this was resolved quickly and exceeded my expectations.
Sincerely
*** ***
Good Afternoon Revdex.com,
I am truly sorry that our
customer experienced any failure with our delivery service and the product
initially delivered to themI further apologize that we were unable to repair
this concern with our service team and convey to our customer that we sincerely
want to provide them with the merchandise they purchased from us in the
excellent condition they expected it in
We provide our entire customer
base with a sales invoice that clearly indicates our ‘Service Policy’At this
time we have offered the appropriate resolution to our customer to solve their
concern, within the communicated policyThis invoice is commonly signed as
agreed to by our customer prior to the close of the sale and also clearly
represents that we do not offer a refund on an item that we have the ability to
replace (with a non-defective model) for our customer
We also communicate the same
details in similar verbiage via our website:
***
If we are unable to repair a
defective item we will replace that item for our customer and this is the
current resolution we have in placeIt is imperative that we uphold the
integrity of our communicated procedures so that all customers alike may be
treated fairly during any quest for resolution
Kindest
Regards,
Stephanie
** G***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our apologies to
the customer for the inconvenient nature of this complaint and the concern we
can acknowledge it is causing them to experience
Our records indicate that this
mattress was received into the home in January of Several months ago
(July of 2015) we spoke to this customer regarding this concern as they filed
with another complaint agency, below is a portion of the report provided to us
from this alternate agency:
“Caller
stated that she discovered that there was mold on her mattress when her
grandchild accidentally wet the bedShe is not sure how long the mold had been
there because she has never lifted the mattress.”
The Bobs warranty on the mattress provides coverage for factory
defects, our business sent a technician to the residence on 06/16/to
inspect for any factory defects and his report indicates no factory defects present
Due to the occurrence of mold stemming from an accident that
happened in the home and far beyond any control of our business (as the
furniture retailer) we are regretfully unable to provide recourse for this
concern
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
Our
offices are in receipt of this message as of and are responding on
the same day (3.20.2015)
In
initiating this mediation channel it is my understanding that this customer is
seeking direct assistance from Bobs Discount Furniture and not the
Guardian companyShould the customer wish to work off of the information
provided to Guardian we suggest that she contact Guardian directlyIn order
for Bobs Discount Furniture to assist our customer we do require more
information that would validate why this damage should be covered under the
plan she purchasedIt cannot be verified at this time, by our company, that
the plan sold as failed this consumer
As per our
original response, we do want to help our customer in any way we are able to
At this time, we are still not being provided with any report of what occurred
to cause this damage and it looks like the customer may have tried to include a
link in their last response however when I access that link a picture of a
“crown” comes up and there is no photo of this customer’s furniture
We are happy to research this concern further should we receive more,
appropriate information from this consumer via this Revdex.com mediation channel
To move forward with disputing to Guardian please advise the
customer that we require an accidental damage report that reasonably
corresponds with the damage present and a minimum of three (3) pictures
(in color) for each item that is listed in the report to GuardianI have
listed the requirements below to ensure our request is specifically notated:
-Minimum Photos of the loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that clearly shows the damage mark(s) at close range
-Picture that clearly shows the damage mark(s) at a distance
We will review these photos and respond with what, if any, options
for resolution we may have to offer this customer
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
The the name on the account should most certainly be my own *** *** The address on file was *** *** *** *** ** ***
One of the phone numbers on file would have been *** *** *** at the time of delivery
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the daytime phone number she has
provided in this complaint today (9.23.2014) and left her a message with my
direct phone number for contact backI look forward to hearing back from our
customer so that I can help her resolve her concerns and I ask that you please
pass on my sincerest apologies for any frustrations we have caused her during
this time of needWe assure *** that we genuinely value our customers as the
most important part of our business
Thank You,
*** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
I purchased my bedroom set, living room set, tables, end tables and rug from you back in and along with that I also purchased your goof proof insurance The other day I had someone over my house who sat down on my love seat and didn’t realize thy had a sharp object in their back pocket that caused a rip in my love seat and when they got up pulled the fabric on the coachThis made a inch hole in my love seatI figured since I had the protection on my furniture it wouldn’t be a problem to get this fixedWhen I called *** insurance to get this issue fixed the representative was very rude and asked me only questions, where the rip was, when it happened and how big the rip wasI answered these questions and she proceeded to place me on hold to “ process my claim” she came back on the line to tell me unfortunately there was nothing she could do and that this was wear and tear on my couch I said this is not wear and tear for someone sit down and cause a inch hole in my couchShe also didn’t address my concern that I had explaining that couch sinks in pretty deeply when you sit on it even before the hole occurredShe then told me there was nothing she could do and once the claim was filed there was no changing it When I asked to speak to the supervisor he said the claim was already in and there was nothing he can do to correct., I explained I answered the questions that were asked of me and she did not give me a chance to say how it happenedI wanted this issue corrected before moving into my new home, I was also going to use BOB’s again because the sales team is usually very nice and helpful I need an additional sofa set & new bedroom set as well but I am seriously deterred after this customer service mishapI just don’t want to have to go through hoops, and waste $ on a service that isn’t helpful
minor-latin">Good Afternoon Revdex.com-
We are very sorry that this customer is
having this issueWhile I understand their frustrations and acknowledge that they
sincerely feel we failed them, our Goof Proof Plan does clearly state that only
pet bodily fluids are covered I have
attached both the Goof Proof Plus handout given at time of purchase and the
customer’s specific warranty card from ***
The merchandise was delivered on
4.27.16. On this customer called
into *** to report that their pet had chewed the new sofa. We offered the customer a customer purchase
part order on which was later canceled for lack of interest from the
customer
We sent our technician to the home to
investigate a complaint that the fabric is fraying. The tech found several instances of pet
damage on the pieces. We are very sorry,
damage caused by pet nails and teeth is not covered under any warranty. If the customer would like to pay for
replacement parts we can still offer that option.
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Please allow me to confirm that we have reconsidered our position on this issue as a business and are currently seeking to provide assistance to customers who are experiencing this concernThe education I provided above is factual and in the event that mold occurs it is not a manufacturing defect and will continue to occur if the customer continues to keep a foam based mattress in that specific environmentIf this customer still had possession of this bedding we would look to remove the product from the home and provide resolution based off the cost of that productAs the product has been disposed of, for reasons that we do understand, we cannot confirm that the condition of that product had these damages in order to be able to offer a resolution to this individual customerWe do care very much for any customer who is experiencing this concern and maintain that we are offering appropriate offers for resolutions based on individual situations and current circumstances
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just left a message on ***’s machine via the ‘daytime
phone number’ she has listed in this complaintMy message indicated that we
have placed a store credit in our system under ***’s account for the price
she paid for her dining room set*** can return to our showroom and select
a new dining room set (as early as right now) or even just new chairs if she
would prefer to keep the table she currently hasWe will not charge *** a
new delivery fee for her new merchandise and we will remove the defective
merchandise from her home on the same date we deliver
The credit number reflected in our system is: *** and
this credit will remain open for use through
We are very sorry for the manner in which our customer’s
concerns have been addressed and we truly thank our customer for bringing her
poor experience to our attentionI have also left my direct phone number on
***’s machine in case she has questions or would like to speak with someone
further regarding her account
Thank you
for providing us the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
black">I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
We have
already spoken with the customer and approved refund and removal of the
mattress. Memory foam mattresses are not
the right fit for every customer. This
is scheduled to be picked up from the customer 6/29/16, we will process the
refund back to Wells Fargo once we have completed the pickup
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do want to point out that while the refund on the delivery was granted by the store, the person I spoke to on the phone was rude and dismissiveFurther, when the mattress and box spring came they both had 4-inch tears in them and dirt on the top of the matressI had to set up another day for them to come back and swap out the set with a new one free of stains and tears l, which ended up being days later
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
There is no indication or laundering instructions attached to the furniture I was left with no warranty Bob's has been unwilling to provide me with an actual copy of the warranty, but this is definitely a manufacturing defect The materials separated at the seam, and unraveled The same thing happened to a pillow cushion, which was not laundered See attached picturesI laundered the cushion covers for the love seat and sofa, with no problemsI would appreciate Bob's stepping up and replacing the back and seat cushion covers, and a pillow cover
Sincerely,
*** ***
Good
Afternoon ***
We
are sincerely sorry for the multiple deliveries, damages and poor service you
have received. There are several issues
to address in this complaint.
The
refund for the sleeper has been processed.
*** *** does routinely take billing cycles to post a credit to a
customer’s account. If you reach out to
them and let them know the main piece was returned they may be able to make
that adjustment more quickly.
The
TV chest that was reported on the property claim, is that the new piece
delivered on May 7th by us, or was it an existing piece in the
home? If it was our piece we can
certainly offer that to be exchanged or if you do not want it exchanged, we can
discuss an appropriate discount
We
have reached out to the depot management and the property claim is open, the
depot will be reaching out to you to discuss.
We
are very sorry for the overall experience you have encountered. I can honestly state this is the exception
not the rule. I can see several issues
that were not handled correctly. I am so
sorry that we have failed you
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We have reached out to this customer to discuss this issue, we have made the offer to replace the damaged rug, which the customer has accepted.
Thank you for bringing this issue to our attentionKindest Regards,
Tracy S***
Corporate
LiaisonBob's Discount Furniture
Good
Morning *** * ***,
I am very sorry
for the disappointment you are experiencing with your bonded
leather set and the *** *** *** ***I assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of our products including the protection plan we sellThe *** *** ***, as its name depicts and the documents associated with the plan denote, is
for protection against accidental damage and in order for a claim to qualify
for coverage under this plan you must report an accidental occurrence causing
the damage you are reportingThe merchandise you purchased and the nature of
your claim are not accidental and in all reality this is considered for
the material type you selected as a consumer during the time of saleThe
material make up of your set was listed on the set’s signage, posted directly
in front of the set itself, when you initially viewed this in our showroom over
four years ago
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesiveOver time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process You have had this set for over four years and in
that four year period our records indicate that you have not reported any issues
to us before nowThe Bobs warranty on your merchandise expired over three
years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Loveseat, and the chair from your ‘*** ***’ setIn the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandiseWe can offer to remove the current Sofa and Loveseat
you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your *** *** PlanI assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denouncesThe *** *** Plan
is not intended to cover multiple occurrences of damage as the detailed
contract and the sales flyer, we provide at the time of sale, indicatesI
believe *** feels that this type of accident, causing damage to several items
of furniture could have been prevented therefore they are unwilling to assist
you furtherAs Bobs Discount Furniture is a separate company entirely we do
not have the authority to overturn their judgments on claims
I do apologize that
the third party company who manages this plan did not apply any care and
empathy to your case when you initially called and I have reviewed your case in
further detail as well as reviewed the photos you submitted to the *** company
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental
occurrence of damage being reportedAs depicted in the photos your merchandise
is in great condition besides the damages you are reporting from ‘nail polish
remover’Bobs Discount Furniture will honor the terms of the *** contract
and offer you options for resolution in the same nature *** would have if
your claim was accepted under the protection plan you purchased
The plan grants you unlimited parts and service repair for
five years, in the event that the item cannot be repaired or parts will not fix
the damage, the plan will pay for a one time replacement of the affected
furnitureShould you choose the replacement option or if the replacement
option is necessary the one time replacement fulfills the agreement of your
protection plan and the plan is no longer active on the items that have been replaced
I am not entirely certain we can service this damage back to
showroom quality but if you would like to visit this option first we can
attempt to repair the damage for you
Should you wish to have the affected items replaced and use
up the *** *** Protection you purchased on these items you may also select
this option and we can schedule to have these pieces even exchanged for you
As you have opened a claim thru the Revdex.com
channel you may respond to me directly thru this channel indicating how you
would like to proceed or you can contact our Customer Care Offices at
###-###-#### to schedule the service or one time exchange on the affected
pieces
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am extremely sorry for this customer’s frustrations and
understand the importance of having a sturdy bed to sleep inI would like to
bring to light that Bob’s Discount Furniture has made an appropriate and caring
offer for resolution to this customer in order to rectify the concern with our
product and aide her in not having to pay additional monies for different
product.
Well before this
claim was posted to you we provided the customer a credit not only for the
defective item, but also an additional credit as a form of further apology
straight from our pocketsOn a reselection credit was entered for
the full price of the bed and we also entered an additional store credit in the
amount of $On top of those two efforts we even agreed to cover the cost
of any new bed delivery/assembly for this customer as a further step in making
the product failure right
I apologize again that this customer is not satisfied with
our valuable exertion to assist her in this time of need, however we as a
business have ensured that we put our customer’s needs before our own and made special
offers to certify our appreciation for her business
Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would also like to add that I very much appreciate how Stephanie replied quickly and was very kindI appreciate that this was resolved quickly and exceeded my expectations.
Sincerely
*** ***
Good Afternoon Revdex.com,
I am truly sorry that our
customer experienced any failure with our delivery service and the product
initially delivered to themI further apologize that we were unable to repair
this concern with our service team and convey to our customer that we sincerely
want to provide them with the merchandise they purchased from us in the
excellent condition they expected it in
We provide our entire customer
base with a sales invoice that clearly indicates our ‘Service Policy’At this
time we have offered the appropriate resolution to our customer to solve their
concern, within the communicated policyThis invoice is commonly signed as
agreed to by our customer prior to the close of the sale and also clearly
represents that we do not offer a refund on an item that we have the ability to
replace (with a non-defective model) for our customer
We also communicate the same
details in similar verbiage via our website:
***
If we are unable to repair a
defective item we will replace that item for our customer and this is the
current resolution we have in placeIt is imperative that we uphold the
integrity of our communicated procedures so that all customers alike may be
treated fairly during any quest for resolution
Kindest
Regards,
Stephanie
** G***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our apologies to
the customer for the inconvenient nature of this complaint and the concern we
can acknowledge it is causing them to experience
Our records indicate that this
mattress was received into the home in January of Several months ago
(July of 2015) we spoke to this customer regarding this concern as they filed
with another complaint agency, below is a portion of the report provided to us
from this alternate agency:
“Caller
stated that she discovered that there was mold on her mattress when her
grandchild accidentally wet the bedShe is not sure how long the mold had been
there because she has never lifted the mattress.”
The Bobs warranty on the mattress provides coverage for factory
defects, our business sent a technician to the residence on 06/16/to
inspect for any factory defects and his report indicates no factory defects present
Due to the occurrence of mold stemming from an accident that
happened in the home and far beyond any control of our business (as the
furniture retailer) we are regretfully unable to provide recourse for this
concern
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
Our
offices are in receipt of this message as of and are responding on
the same day (3.20.2015)
In
initiating this mediation channel it is my understanding that this customer is
seeking direct assistance from Bobs Discount Furniture and not the
Guardian companyShould the customer wish to work off of the information
provided to Guardian we suggest that she contact Guardian directlyIn order
for Bobs Discount Furniture to assist our customer we do require more
information that would validate why this damage should be covered under the
plan she purchasedIt cannot be verified at this time, by our company, that
the plan sold as failed this consumer
As per our
original response, we do want to help our customer in any way we are able to
At this time, we are still not being provided with any report of what occurred
to cause this damage and it looks like the customer may have tried to include a
link in their last response however when I access that link a picture of a
“crown” comes up and there is no photo of this customer’s furniture
We are happy to research this concern further should we receive more,
appropriate information from this consumer via this Revdex.com mediation channel
To move forward with disputing to Guardian please advise the
customer that we require an accidental damage report that reasonably
corresponds with the damage present and a minimum of three (3) pictures
(in color) for each item that is listed in the report to GuardianI have
listed the requirements below to ensure our request is specifically notated:
-Minimum Photos of the loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- Picture that clearly shows the damage mark(s) at close range
-Picture that clearly shows the damage mark(s) at a distance
We will review these photos and respond with what, if any, options
for resolution we may have to offer this customer
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
The the name on the account should most certainly be my own *** *** The address on file was *** *** *** *** ** ***
One of the phone numbers on file would have been *** *** *** at the time of delivery
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the daytime phone number she has
provided in this complaint today (9.23.2014) and left her a message with my
direct phone number for contact backI look forward to hearing back from our
customer so that I can help her resolve her concerns and I ask that you please
pass on my sincerest apologies for any frustrations we have caused her during
this time of needWe assure *** that we genuinely value our customers as the
most important part of our business
Thank You,
*** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
I purchased my bedroom set, living room set, tables, end tables and rug from you back in and along with that I also purchased your goof proof insurance The other day I had someone over my house who sat down on my love seat and didn’t realize thy had a sharp object in their back pocket that caused a rip in my love seat and when they got up pulled the fabric on the coachThis made a inch hole in my love seatI figured since I had the protection on my furniture it wouldn’t be a problem to get this fixedWhen I called *** insurance to get this issue fixed the representative was very rude and asked me only questions, where the rip was, when it happened and how big the rip wasI answered these questions and she proceeded to place me on hold to “ process my claim” she came back on the line to tell me unfortunately there was nothing she could do and that this was wear and tear on my couch I said this is not wear and tear for someone sit down and cause a inch hole in my couchShe also didn’t address my concern that I had explaining that couch sinks in pretty deeply when you sit on it even before the hole occurredShe then told me there was nothing she could do and once the claim was filed there was no changing it When I asked to speak to the supervisor he said the claim was already in and there was nothing he can do to correct., I explained I answered the questions that were asked of me and she did not give me a chance to say how it happenedI wanted this issue corrected before moving into my new home, I was also going to use BOB’s again because the sales team is usually very nice and helpful I need an additional sofa set & new bedroom set as well but I am seriously deterred after this customer service mishapI just don’t want to have to go through hoops, and waste $ on a service that isn’t helpful
minor-latin">Good Afternoon Revdex.com-
We are very sorry that this customer is
having this issueWhile I understand their frustrations and acknowledge that they
sincerely feel we failed them, our Goof Proof Plan does clearly state that only
pet bodily fluids are covered I have
attached both the Goof Proof Plus handout given at time of purchase and the
customer’s specific warranty card from ***
The merchandise was delivered on
4.27.16. On this customer called
into *** to report that their pet had chewed the new sofa. We offered the customer a customer purchase
part order on which was later canceled for lack of interest from the
customer
We sent our technician to the home to
investigate a complaint that the fabric is fraying. The tech found several instances of pet
damage on the pieces. We are very sorry,
damage caused by pet nails and teeth is not covered under any warranty. If the customer would like to pay for
replacement parts we can still offer that option.
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Please allow me to confirm that we have reconsidered our position on this issue as a business and are currently seeking to provide assistance to customers who are experiencing this concernThe education I provided above is factual and in the event that mold occurs it is not a manufacturing defect and will continue to occur if the customer continues to keep a foam based mattress in that specific environmentIf this customer still had possession of this bedding we would look to remove the product from the home and provide resolution based off the cost of that productAs the product has been disposed of, for reasons that we do understand, we cannot confirm that the condition of that product had these damages in order to be able to offer a resolution to this individual customerWe do care very much for any customer who is experiencing this concern and maintain that we are offering appropriate offers for resolutions based on individual situations and current circumstances
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just left a message on ***’s machine via the ‘daytime
phone number’ she has listed in this complaintMy message indicated that we
have placed a store credit in our system under ***’s account for the price
she paid for her dining room set*** can return to our showroom and select
a new dining room set (as early as right now) or even just new chairs if she
would prefer to keep the table she currently hasWe will not charge *** a
new delivery fee for her new merchandise and we will remove the defective
merchandise from her home on the same date we deliver
The credit number reflected in our system is: *** and
this credit will remain open for use through
We are very sorry for the manner in which our customer’s
concerns have been addressed and we truly thank our customer for bringing her
poor experience to our attentionI have also left my direct phone number on
***’s machine in case she has questions or would like to speak with someone
further regarding her account
Thank you
for providing us the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning
Revdex.com,
black">I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
We have
already spoken with the customer and approved refund and removal of the
mattress. Memory foam mattresses are not
the right fit for every customer. This
is scheduled to be picked up from the customer 6/29/16, we will process the
refund back to Wells Fargo once we have completed the pickup
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
Revdex.com:
I am attaching copies of the photos as the business has requested
*** ***
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 I do want to point out that while the refund on the delivery was granted by the store, the person I spoke to on the phone was rude and dismissiveFurther, when the mattress and box spring came they both had 4-inch tears in them and dirt on the top of the matressI had to set up another day for them to come back and swap out the set with a new one free of stains and tears l, which ended up being days later
Sincerely,
*** ***