This is now my second complaint with the Revdex.comAfter my first complaint I was called immediately by *** (customer service) at Bob's who wanted to figure out how to fix the previous problemI agreed to give Bob's a second chance*** and I agreed that they would send a new bed and it would be "white glove tested" to ensure no damage when it was delivered to the houseWe agreed that it would be delivered Saturday 8/30/which is the Saturday of Labor Day weekend, which I knew, but figured this time they ensured me things would be taken care ofOn top of that we agreed to half the delivery fee returned in a check ($120) which was received and half in a gift card (which I have yet to receive and at this point don't want)I agreed to all of this because I wanted to give the benefit of the doubt, then the same exact thing that's happened for the past year happened againThe beginning of the week I received a message the delivery would be between 7am -10am Saturday morning and everything was "white glove tested"Then this morning (Saturday 8/30/14) my husband and I woke up at 7am and stripped the bed to make sure it was ready to exchangeAt 9am I received a call the bed wouldn't be coming because there was damageSo not only have I wasted a Saturday of the holiday weekend waiting for Bob's, I woke up at 7am on a Saturday to prepare everything and they didn't have the courtsey to call and let us know they weren't coming hours laterI am aboslutely lividI now have to schedule another Saturday for them to come since my husband and I have full time jobs during the week and waste more of OUR time after being promised a new bedI literally want nothing from Bob's except a FULL refund and my new bedI don't want a gift card because I wouldn't even buy a pillow from Bob's after this year long, absolutely horrifying experience we've hadThis is the worst service imaginable! want a FULL refund of what the cost of the bed, foot board and rails cost which I belive to be around $1,and I want a brand new bed that is not damaged delivered to my house IMMEDIATELY! I WILL NOT except a gift card!
">Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016. The technician found a cracked
rail. The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect. The customer admitted to the
technician that it was probably caused by jumping on the bed. Jumping on the bed is not a manufacturing
defect, nor is it an accident. It is
misuse of the bed. Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines. Jumping on the bed is not an
accident
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent.
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that we have not been able to successfully deliver
this
customer’s merchandise. I do see that
the team hoisted the merchandise as a courtesy to this customer. This is not something we would be able to
offer in the future, as most often this process causes damage to the
merchandise. There are frame damages,
tears and seam separations that result from this action
We will set this customer up for a store credit of $
as compensation for the multiple deliveries and services. We hope that this customer will be able to
find a set that is able to be delivered safely.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I spoke to
our customer via telephone today (8.04.2014) and scheduled a date to replace
this mattress on We will take away the damaged mattress and deliver
our customer a factory fresh model because after a deeper inspection of this
report and our technician’s photos I do feel our customer has experienced a rip
as the result of a factory defectBobs Discount Furniture apologizes for any inconvenience
we have caused our customers and thanks *** *** *** *** dearly for their
business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com, Our records show that this
original chair ‘Power lift chair’ was
delivered to the customer with no concerns on 11/06/2015, on that same day the
customer’s daughter called us and indicated that her mother did not like the
chair because it was uncomfortable for her
At that point we made an exception to our return policy for the customer
by agreeing to take back a chair that was selected by the customer and
delivered with no defectsPlease know that our business cannot re sell this
chair as new product and took a massive loss to initially accommodate this
individual’s preference concerns
On the account indicates that we delivered the newly
selected recliner chosen by the customer with (again) no defect concerns
Should the customer wish to disclose what the concern with “poor
quality” is on the second chair we are happy to and confident that we can
resolve any product failure within the guidelines of our ‘Service Policy’ as
outlined on the customer’s sales receiptFurthermore as listed on the sales receipt
that all customers commonly sign at the time of purchase our refund policy has
been properly adhered to in reference to this claim:
As stated:
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
As an extreme
courtesy we are willing to make another exception for this customer and refund
the difference in the price between the first and second purchasesThis refund
totals to: $and has been set up within the customer’s accountAt this
time the customer only needs to contact their retail location (###-###-####- PRESS #on the telephone
keypad when you hear Bob’s voice) and provide this refund credit # to have
their credit card inputted and the processing of the refund completed
We are happy to adequately resolve any product
concerns that may be present with the second chair as soon as the customer communicates
to us what those concerns actually areWe have made several exceptions already
in an extreme effort to meet this individual’s demands and apologize that we
are unable to offer a refund on the newly delivered merchandise
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">In reviewing *** account our records do not indicate
that she has made us aware of this concern prior to escalating her complaint to
the Revdex.com levelI would truly appreciate the opportunity to resolve this concern
with *** directly if she is willing to provide us with that chanceI have
called *** at the number she provided you in this complaint and left a message
for her with my direct phone number
I anticipate her call back as I am eager to help her resolve
this complaint with a fair option for resolution
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that this concern has caused themWe have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation and a reassembly service
for the queen sized bed
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their scheduleWe
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible
Thank You,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to *** by phone today (1.28.2014) and am
currently working to resolve her claim with the *** company*** has
been provided all my direct contact information and has been made aware that if
I am unable to resolve her claim using *** we will offer her resolution
through Bobs Discount Furniture on Thursday January 30,
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
'Calibri','sans-serif'">I have spoken with *** this afternoon (2.28.2014) and we have arranged to have her chair exchanged on I have also provided *** with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange
Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns
Best Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
This furniture store sent a bunk bed I ordered without correct partsThey attempted to resolve the issue by sending more parts in the mail with a team to reassemble days laterThe second assembly team still did not have the correct parts to assemble the bedBobs Discount Furniture gave me a hard time about conducting a full furniture exchangeI'm awaiting my third attempt at having a bunk bed completed from this storeI am furious
Good Afternoon Revdex.com,
Roman">
We are extremely sorry
for the concerns addressed in this complaint.
Any failure on our part is researched and examined; the failures listed
in this complaint are very serious.
As the merchandise has
all been sent back with the team, we would need direction from the customer if
they are looking to reselect, attempt another delivery or cancel the contract
with Acceptance Now. The last part of
the complaint gives the impression that the customer is undecided.
Please advise if this
customer is looking to continue the relationship with Bob’s and Acceptance Now
or if we should be closing the order and canceling the contract.
Kindest Regards,
Tracy *S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize for any disappointment our customer is
experiencing with the reclining chairThe chair that was picked from our
warehouse and loaded for transport and delivery on was a factory
fresh model direct from the manufacturer of this chairThere is absolutely no indication
or evidence to support that this customer received a floor model of this chair
The records associated with this chair show that we were out
on a service call at *** *** *** * *** ** *** approximately six
months agoOur technician found no indication of defect within the chair
during this visit however I am appraising by this complaint to Revdex.com that our
customer disputes this service result and still remains unhappy with the
product
If the customer would like to reselect to a different model
chair we are happy to offer a one time courtesy reselection to resolve this
complaint
We will provide the customer with
a store credit based on the price paid to us for the recliner (Credit = $399)
This store credit will allow the customer to reselect to a different chair whose
material makeup may fit their personal needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan
additional $50.00-$savings credit for the customer) should the customer
accept this courtesy offer for resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I allowed the service technician to come out to my home on 04/01/to finish putting together the bedWhen he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed. This is the second time Bob's has tried to put together this bed and has failed due to an error on their partOnce again, the correct and necessary parts were not sent. This has been a month that my daughter has not had a bed to sleep on. This is unacceptable. My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready. I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors. I would also like a technician to finish putting this bed together immediately. This is unacceptable.
Sincerely,
*** ***
Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I see that this customer has filed a dispute with their
credit card company. That is the reason
the pickup was canceled. When a dispute
is filed, the details must be worked out before we can continue. My colleague Rowan has reached out to the customer
twice to reach an agreement to allow for the removal of the merchandise. Rowan called the phone number on file on
at 7:17pm which would have enabled the scheduled pick up to continue
and at 9:37am to work out an agreement and reschedule the pickup.
With the open dispute the customer must reach out to
Rowan directly to provide required information and schedule the pickup for
refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Hello again
***,
When you
made your purchase in Bobs Discount Furniture did not sell the same Goof
Proof Plan we sell in today’s marketplaceThe plan you purchased in
covers you for five years of accidental coverage through a third party company
and did not extend the Bobs Discount Furniture Guarantee of one year
I do
understand that it is an inconvenience to you to take time off of work when you
have product concerns to deal with however Bobs Discount Furniture has been
providing you with services (parts and labor) at no costWe are directly
covering the cost of sending our professionals to your home to repair your
merchandise outside of its warranty with usI must disagree with your notion of
“I truly believe that Bob's Furniture will
go the cheapest way out instead of doing things the right way.”
The facts show that we have
been doing the right thing and taking care of our customer’s concerns even when
we as a business stand to actually take a loss of monetary valueI apologize
that we haven’t been able to earn your appreciation for our services and look
forward to being able to satisfy you in the future
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the lack of care our
customer’s property claim concern has been addressed with, I have reviewed the
customer’s concern and made contact with the trucking company involved seeking
an answer as to why the claim was denied
The trucking company has communicated to us that the manifest
(paperwork signed) made no mention of the concerns with the window, which seem
quite graphic and alarming given the customer’s account of what occurredThe
Property claim was also called in four days after the delivery occurred and the
trucking company insists that they have attempted to make contact on 8.31.2015,
9.1.2015, and today (9.25.2015) with the customer and received no responseThe
trucking company is also communicating that the customer has not tried in any
way to contact them directly to dispute the denial information sent out by them
on
At this time the trucking company has asked that we give them
until at least Tuesday (9.29.2015) to complete more research on this claimThe
trucking company has been provided with the customer’s email address (as posted
here) as well, as they continue to tell us they are unable to reach anyone by
phoneWe are granting them the time requested for research and if necessary I will
make a direct follow up to this customer next week by Wednesday to
discuss the current status of this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"">
I am so very sorry for the disapointment that
this customer has had to endure based off of our product failures and error in
not properly scheduling the redeliveryWe expect all of our customer care
agents to behave in the utmost professional and caring manner and I thank this
customer for bringing these failures to our attention so we may have the
opportunity to address the obvious coaching concerns we haveI assure our
customer that Bobs Discount Furniture cares very much for these concerns and
our intention was never to create inconvenience this delivery process
Bob’s prides itself on
providing our customer quality service and the best value product for the
priceOur primary focus is on ‘Making It Right’ so that our customer is
satisfied with the product that they have purchased from usWe currently have
a delivery scheduled for (tomorrow) to resolve this concernWhile it
is not procedure to do so, I recognize that we have caused our customer
a great deal of inconvenienceFor that reason, I will make a note that once we
have made everything right, we will review this customer’s account to determine
if further action should to be takenPlease advise our customer that upon
completion of their delivery, the driver is expected to call into our Customer
Care Department to allow us to speak directly with themIf our customer still
believes that further resolution is needed to rectify this concern we can
discuss what, if any, further resolution will be offered at that time
I genuinely apologize again for the
impression this customer has been left with of our business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good evening,
I respectfully decline their findings
I find their materials seem to be sub par
The slats and composite wood was inadequate to
Support your Bob O Pedic mattressThe quarter inch
Support in lack of lateral supports made this deemed
To failFor our money from a respective company we
Deserve betterI did speak with both Bob's furniture
And the Goof Proof! Like I said no one helped! Not even
A year it lasted!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
While I appreciate the "Sincere apology" and the refunding of the delivery charge, I still have unusable furniture in my home days after it was deliveredI am now being told that the parts I am waiting for will be expedited to meIt has been days since the last time the company said they would be shipping me the parts that they said were located in their *** warehouseI was told several times that they ship *** **This should be one day shipping to meWhat I understand here is that the parts that I need have been sitting in their warehouse for at least the last thee weeksI could have had a usable couch at Christmas when I had guests!
Yes, I am still frustratedI cannot accept an apology for something when the wrong has yet to be rectifiedBob's could refund the entire price of this furniture and it won't do anything about the fact that it was unusable over the holidays and that it still sits in my living room unusableI have grown to really regret my decision to purchase from Bob'sI ask that they retrieve this furniture and cancel my finance contract
Sincerely,
*** ***
This is now my second complaint with the Revdex.comAfter my first complaint I was called immediately by *** (customer service) at Bob's who wanted to figure out how to fix the previous problemI agreed to give Bob's a second chance*** and I agreed that they would send a new bed and it would be "white glove tested" to ensure no damage when it was delivered to the houseWe agreed that it would be delivered Saturday 8/30/which is the Saturday of Labor Day weekend, which I knew, but figured this time they ensured me things would be taken care ofOn top of that we agreed to half the delivery fee returned in a check ($120) which was received and half in a gift card (which I have yet to receive and at this point don't want)I agreed to all of this because I wanted to give the benefit of the doubt, then the same exact thing that's happened for the past year happened againThe beginning of the week I received a message the delivery would be between 7am -10am Saturday morning and everything was "white glove tested"Then this morning (Saturday 8/30/14) my husband and I woke up at 7am and stripped the bed to make sure it was ready to exchangeAt 9am I received a call the bed wouldn't be coming because there was damageSo not only have I wasted a Saturday of the holiday weekend waiting for Bob's, I woke up at 7am on a Saturday to prepare everything and they didn't have the courtsey to call and let us know they weren't coming hours laterI am aboslutely lividI now have to schedule another Saturday for them to come since my husband and I have full time jobs during the week and waste more of OUR time after being promised a new bedI literally want nothing from Bob's except a FULL refund and my new bedI don't want a gift card because I wouldn't even buy a pillow from Bob's after this year long, absolutely horrifying experience we've hadThis is the worst service imaginable! want a FULL refund of what the cost of the bed, foot board and rails cost which I belive to be around $1,and I want a brand new bed that is not damaged delivered to my house IMMEDIATELY! I WILL NOT except a gift card!
">Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016. The technician found a cracked
rail. The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect. The customer admitted to the
technician that it was probably caused by jumping on the bed. Jumping on the bed is not a manufacturing
defect, nor is it an accident. It is
misuse of the bed. Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines. Jumping on the bed is not an
accident
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent.
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that we have not been able to successfully deliver
this
customer’s merchandise. I do see that
the team hoisted the merchandise as a courtesy to this customer. This is not something we would be able to
offer in the future, as most often this process causes damage to the
merchandise. There are frame damages,
tears and seam separations that result from this action
We will set this customer up for a store credit of $
as compensation for the multiple deliveries and services. We hope that this customer will be able to
find a set that is able to be delivered safely.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I spoke to
our customer via telephone today (8.04.2014) and scheduled a date to replace
this mattress on We will take away the damaged mattress and deliver
our customer a factory fresh model because after a deeper inspection of this
report and our technician’s photos I do feel our customer has experienced a rip
as the result of a factory defectBobs Discount Furniture apologizes for any inconvenience
we have caused our customers and thanks *** *** *** *** dearly for their
business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com, Our records show that this
original chair ‘Power lift chair’ was
delivered to the customer with no concerns on 11/06/2015, on that same day the
customer’s daughter called us and indicated that her mother did not like the
chair because it was uncomfortable for her
At that point we made an exception to our return policy for the customer
by agreeing to take back a chair that was selected by the customer and
delivered with no defectsPlease know that our business cannot re sell this
chair as new product and took a massive loss to initially accommodate this
individual’s preference concerns
On the account indicates that we delivered the newly
selected recliner chosen by the customer with (again) no defect concerns
Should the customer wish to disclose what the concern with “poor
quality” is on the second chair we are happy to and confident that we can
resolve any product failure within the guidelines of our ‘Service Policy’ as
outlined on the customer’s sales receiptFurthermore as listed on the sales receipt
that all customers commonly sign at the time of purchase our refund policy has
been properly adhered to in reference to this claim:
As stated:
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
As an extreme
courtesy we are willing to make another exception for this customer and refund
the difference in the price between the first and second purchasesThis refund
totals to: $and has been set up within the customer’s accountAt this
time the customer only needs to contact their retail location (###-###-####- PRESS #on the telephone
keypad when you hear Bob’s voice) and provide this refund credit # to have
their credit card inputted and the processing of the refund completed
We are happy to adequately resolve any product
concerns that may be present with the second chair as soon as the customer communicates
to us what those concerns actually areWe have made several exceptions already
in an extreme effort to meet this individual’s demands and apologize that we
are unable to offer a refund on the newly delivered merchandise
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">In reviewing *** account our records do not indicate
that she has made us aware of this concern prior to escalating her complaint to
the Revdex.com levelI would truly appreciate the opportunity to resolve this concern
with *** directly if she is willing to provide us with that chanceI have
called *** at the number she provided you in this complaint and left a message
for her with my direct phone number
I anticipate her call back as I am eager to help her resolve
this complaint with a fair option for resolution
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that this concern has caused themWe have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation and a reassembly service
for the queen sized bed
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their scheduleWe
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible
Thank You,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to *** by phone today (1.28.2014) and am
currently working to resolve her claim with the *** company*** has
been provided all my direct contact information and has been made aware that if
I am unable to resolve her claim using *** we will offer her resolution
through Bobs Discount Furniture on Thursday January 30,
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
'Calibri','sans-serif'">I have spoken with *** this afternoon (2.28.2014) and we have arranged to have her chair exchanged on I have also provided *** with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange
Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns
Best Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
This furniture store sent a bunk bed I ordered without correct partsThey attempted to resolve the issue by sending more parts in the mail with a team to reassemble days laterThe second assembly team still did not have the correct parts to assemble the bedBobs Discount Furniture gave me a hard time about conducting a full furniture exchangeI'm awaiting my third attempt at having a bunk bed completed from this storeI am furious
Good Afternoon Revdex.com,
Roman">
We are extremely sorry
for the concerns addressed in this complaint.
Any failure on our part is researched and examined; the failures listed
in this complaint are very serious.
As the merchandise has
all been sent back with the team, we would need direction from the customer if
they are looking to reselect, attempt another delivery or cancel the contract
with Acceptance Now. The last part of
the complaint gives the impression that the customer is undecided.
Please advise if this
customer is looking to continue the relationship with Bob’s and Acceptance Now
or if we should be closing the order and canceling the contract.
Kindest Regards,
Tracy *S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize for any disappointment our customer is
experiencing with the reclining chairThe chair that was picked from our
warehouse and loaded for transport and delivery on was a factory
fresh model direct from the manufacturer of this chairThere is absolutely no indication
or evidence to support that this customer received a floor model of this chair
The records associated with this chair show that we were out
on a service call at *** *** *** * *** ** *** approximately six
months agoOur technician found no indication of defect within the chair
during this visit however I am appraising by this complaint to Revdex.com that our
customer disputes this service result and still remains unhappy with the
product
If the customer would like to reselect to a different model
chair we are happy to offer a one time courtesy reselection to resolve this
complaint
We will provide the customer with
a store credit based on the price paid to us for the recliner (Credit = $399)
This store credit will allow the customer to reselect to a different chair whose
material makeup may fit their personal needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan
additional $50.00-$savings credit for the customer) should the customer
accept this courtesy offer for resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I allowed the service technician to come out to my home on 04/01/to finish putting together the bedWhen he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed. This is the second time Bob's has tried to put together this bed and has failed due to an error on their partOnce again, the correct and necessary parts were not sent. This has been a month that my daughter has not had a bed to sleep on. This is unacceptable. My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready. I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors. I would also like a technician to finish putting this bed together immediately. This is unacceptable.
Sincerely,
*** ***
Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I see that this customer has filed a dispute with their
credit card company. That is the reason
the pickup was canceled. When a dispute
is filed, the details must be worked out before we can continue. My colleague Rowan has reached out to the customer
twice to reach an agreement to allow for the removal of the merchandise. Rowan called the phone number on file on
at 7:17pm which would have enabled the scheduled pick up to continue
and at 9:37am to work out an agreement and reschedule the pickup.
With the open dispute the customer must reach out to
Rowan directly to provide required information and schedule the pickup for
refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Hello again
***,
When you
made your purchase in Bobs Discount Furniture did not sell the same Goof
Proof Plan we sell in today’s marketplaceThe plan you purchased in
covers you for five years of accidental coverage through a third party company
and did not extend the Bobs Discount Furniture Guarantee of one year
I do
understand that it is an inconvenience to you to take time off of work when you
have product concerns to deal with however Bobs Discount Furniture has been
providing you with services (parts and labor) at no costWe are directly
covering the cost of sending our professionals to your home to repair your
merchandise outside of its warranty with usI must disagree with your notion of
“I truly believe that Bob's Furniture will
go the cheapest way out instead of doing things the right way.”
The facts show that we have
been doing the right thing and taking care of our customer’s concerns even when
we as a business stand to actually take a loss of monetary valueI apologize
that we haven’t been able to earn your appreciation for our services and look
forward to being able to satisfy you in the future
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the lack of care our
customer’s property claim concern has been addressed with, I have reviewed the
customer’s concern and made contact with the trucking company involved seeking
an answer as to why the claim was denied
The trucking company has communicated to us that the manifest
(paperwork signed) made no mention of the concerns with the window, which seem
quite graphic and alarming given the customer’s account of what occurredThe
Property claim was also called in four days after the delivery occurred and the
trucking company insists that they have attempted to make contact on 8.31.2015,
9.1.2015, and today (9.25.2015) with the customer and received no responseThe
trucking company is also communicating that the customer has not tried in any
way to contact them directly to dispute the denial information sent out by them
on
At this time the trucking company has asked that we give them
until at least Tuesday (9.29.2015) to complete more research on this claimThe
trucking company has been provided with the customer’s email address (as posted
here) as well, as they continue to tell us they are unable to reach anyone by
phoneWe are granting them the time requested for research and if necessary I will
make a direct follow up to this customer next week by Wednesday to
discuss the current status of this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
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I am so very sorry for the disapointment that
this customer has had to endure based off of our product failures and error in
not properly scheduling the redeliveryWe expect all of our customer care
agents to behave in the utmost professional and caring manner and I thank this
customer for bringing these failures to our attention so we may have the
opportunity to address the obvious coaching concerns we haveI assure our
customer that Bobs Discount Furniture cares very much for these concerns and
our intention was never to create inconvenience this delivery process
Bob’s prides itself on
providing our customer quality service and the best value product for the
priceOur primary focus is on ‘Making It Right’ so that our customer is
satisfied with the product that they have purchased from usWe currently have
a delivery scheduled for (tomorrow) to resolve this concernWhile it
is not procedure to do so, I recognize that we have caused our customer
a great deal of inconvenienceFor that reason, I will make a note that once we
have made everything right, we will review this customer’s account to determine
if further action should to be takenPlease advise our customer that upon
completion of their delivery, the driver is expected to call into our Customer
Care Department to allow us to speak directly with themIf our customer still
believes that further resolution is needed to rectify this concern we can
discuss what, if any, further resolution will be offered at that time
I genuinely apologize again for the
impression this customer has been left with of our business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good evening,
I respectfully decline their findings
I find their materials seem to be sub par
The slats and composite wood was inadequate to
Support your Bob O Pedic mattressThe quarter inch
Support in lack of lateral supports made this deemed
To failFor our money from a respective company we
Deserve betterI did speak with both Bob's furniture
And the Goof Proof! Like I said no one helped! Not even
A year it lasted!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
While I appreciate the "Sincere apology" and the refunding of the delivery charge, I still have unusable furniture in my home days after it was deliveredI am now being told that the parts I am waiting for will be expedited to meIt has been days since the last time the company said they would be shipping me the parts that they said were located in their *** warehouseI was told several times that they ship *** **This should be one day shipping to meWhat I understand here is that the parts that I need have been sitting in their warehouse for at least the last thee weeksI could have had a usable couch at Christmas when I had guests!
Yes, I am still frustratedI cannot accept an apology for something when the wrong has yet to be rectifiedBob's could refund the entire price of this furniture and it won't do anything about the fact that it was unusable over the holidays and that it still sits in my living room unusableI have grown to really regret my decision to purchase from Bob'sI ask that they retrieve this furniture and cancel my finance contract
Sincerely,
*** ***