Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon Mr ***, Thank you for choosing Bob's Discount FurnitureI apologize for the failed delivery attempt and inconvenience we have causedTwo to three days prior to a scheduled delivery our automated system is programmed to call each customer,
informing them of the estimated four hour delivery time frameAt the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call aheadOur drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your homeWhen they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move onThere appears to be some inconsistencies between the driver's account of events vsyour statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representativesI'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays)Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at *** and enter your customer master ***. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciatedOnce delivery is complete, I will be happy to issue a $gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,
*** **
Good Morning Revdex.com-
size="3">
We are so sorry that there has been this
extensive delay in the refund process.
There was an error in the paperwork that prevented it from being
released to accounting. This has been
correctedThe check has been cut and will be sent out Thursday via *** **
overnight to the customer. Please see
attached the tracking label so that the customer can be assured this has been
completedKindest
Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Can
I please ask that this customer provide some clarification on her complaint?
Please
deliver my apology to our customer as our intention is never to be responsible
for poor service from our Customer Care DepartmentCurrently I am perplexed by
the information she has provided within this concern and will need some
specifics illuminated before I can help further
Our
records indicate that originally two lamps were purchased and delivered to this
customer on The *** Protection Plan was purchased and active
on these two lamps until the customer filed a *** claim in December of
(Claim # ***)This claim was honored
through the protection plan and the customer received two new lamps on
When an item is replaced through *** the protection coverage does not transfer
to any new items as the customer is provided with a store credit for the price
of the merchandise and they can choose to purchase merchandise of a similar
make/model or they may select other merchandise with their creditThis
customer chose to purchase new lamps, however they did not purchase the
*** protection on these new lampsIf this customer’s concern is regarding
the lamps she received in January then the customer is being denied assistance
through *** due to the fact that the protection plan was not purchased on
the lamps she is trying to make a claim for
If the customer can provide me with more information or some clarification
on what her claim for accident/damage actually is I would be more than happy to
try and assist further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to *** for the disappointment she
has been experiencingI believe there may be some confusion on our customer’s
part regarding the Goof Proof Protection she was sold by our company and I
thank her for the opportunity to clear that upI assure *** that the Goof
Proof Protection plan she was sold covers rips, stains, and broken pieces just
as she has cited in her complaintIn speaking with *** (the company that
manages this plan for ***’s customers as well as many other furniture
retailers) they have told me that they do have a record of *** calling them
on and reporting concerns for her productThey have explained to me
that they sent *** the necessary paperwork to complete her claim and they
have not heard back from her yet*** would only need to report an accidental
damage that caused these rips in order for this type of damage to be covered
under her planJust like many other protection plans purchased for
electronics, automobiles, and appliances the protection plan does not cover
usageAny and all protections plan must contain restrictions in order
to keep the plan fair for all consumers alike***s Discount Furniture is
usually not present when an accident occurs in our customers home to cause such
damages so it is naturally expected that the customer would call the protection
plan themselves to report the incident that occurred
As ***s Discount Furniture is a separate company from
***, *** notified us of her concerns on a different date (4.08.2014)
and ***s helped *** by sending out one of our technicians to repair any
factory defects ***’s product may have been experiencingAs you will see
from the attached document containing the pictures our technician took of ***’s
merchandise, there are more than just manufacturing defects present on this
furniture***s Discount Furniture offers all our customers our Goof Proof
Protection plan because as a furniture retailer we are unable to take responsibility
for accidental damages like rips and tears caused to home furnishings after our
customer has had possession of the merchandiseI apologize to *** again for
any stress that this process has caused her and I encourage her to contact
*** again to disclose the accidental occurrences(s) that caused the damages
present to her furnitureI am confident these would be covered under the
protection plan as long as the accidents reported match the damages shown, rips
and tears of this nature do not just appear on furniture overnightA refund of
the plan monies would not be an option thru ***s Discount Furniture at this
time as we are happy to take care of any manufacturing defects that occur
within ***’s product through the lifetime of the purchased plan
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
reached out to *** directly today to discuss this matter further (10.13.2014)
I am awaiting *** call back to my direct number (###-###-####) to discuss
some options for resolution we have available for this concern
We are very
sorry for the disappointment our customer is experiencing with this mattress
and the overall lack of care and empathy that has been applied to her concern
this far
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Morning Revdex.com,
We apologize for the overall
disappointment our customer has experienced as well as the lack of care they
cite their concerns have been met with overallWe can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they are
owed something additional after their concern has been resolved
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is far beyond our policies to do so, we have
already offered to discuss compensation in the form of a refund once we had
actually honored our original promise to our customer
We thank our customer for reporting the conflicts they have
experienced with receiving a follow up call as we are internally investigating
these concerns in depthIt is highly uncommon that any customer would be asked
to wait two weeks for a delivery unless there were extenuating circumstances
such as the product not being physically available to ship or the customer
specifically requesting a Saturday delivery
At this time we are looking forward to completely resolving this
customer’s concern on and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on
We will review the account at that time and determine what compensation offers
we are able to make to our customer
We understand the level of failure our customer has endured and
have already agreed to work beyond our guidelines in an effort to
satisfy this customer as an individual
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I am insulted and disgusted with Bob's responseThis complaint process has been drawn out unnecessarily largely due to Bob's failure to carefully read my comments before respondingI was not expecting customer service to respond to me in the Revdex.com complaint processI'm fully aware of who I'm dealing withI initiated this process because customer service didn't attempt to resolve my issueIn fact, I was told that it was unlikely a supervisor would call me back, and the next time told I'd be placed on hold indefinitely waiting to speak to oneAnd, the first supervisor's offer was a non-offer because it revoked a warranty I paid money for that isn't even serviced by Bob'sIn my last response, I was pointing out that Bob's, in general, at both the customer service level and corporate level, did not respond regarding whether one can sit on the ottomanBob's finally responded, but with with two absurd additional optionsBob's "offers" are further examples of Bob's unwillingness to do the right thing and refund my moneyI don't want another ottomanNot after my confidence in the quality was shaken after it collapsed and I was told not to sit on itI have said that multiple timesThe two new offers are insultingWho in their right mind would want to keep a broken ottoman? I stated clearly before that the frame COLLAPSEDI also stated that I have an infantWhy would I endanger my child with a broken piece of furniture? And why would I want to risk my family's and my baby's safety with a model that has proven to be unstable? Why is Bob's only willing to refund 60% of my money if I keep the broken one? How about I give Bob's back the AS IS broken ottoman and Bob's can give me back my other 40%? I have no use for the broken ottomanThe only other place I'm taking it is the dump unless Bob's will give me my full refund in exchange for itBob's seems to believe there's still value in the broken ottoman since they've made it part of these two new offersAs I've said before, I can't believe how much time I've had to spend responding to these half-hearted offers from Bob'sI stated very clearly upfront what I wantI work full time and have an INFANTBob's is wasting what precious little time I have in the day by drawing this outI don't want the credit to Bob'sAfter all this I want nothing more to do with Bob's, and certainly do not want to get any more furniture from themI just want my refund of $That is not too much to ask and does not affect their ability to do business in any wayIn fact, it will finally demonstrate that they do, in fact, care about resolving disputes with customersHopefully the next customer complaint won't take this longPeople don't want to spend weeks fighting with a company for a simple refund!
Sincerely,
*** ***
Good Afternoon Revdex.com,
"Verdana","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
sales receipt and Bob’s trifold (also provided at time of sale) indicate that
the accidental protection plan is offered thru Guardian
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, Guardian is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that Guardian is
continually sending these documents as many claims for coverage are routinely
approved
Guardian Protection Products is far from “sketchy” and
like Bobs Discount Furniture, their company maintains a high rating and accreditation
thru the Revdex.comWe again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessaryLike any other insurance plan there are terms and conditions set in
place to keep all resolutions fair for all customers alike
To move forward please advise the customer
that we require 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 damaged item(s):
- Picture that clearly shows the entire facing surface(s)
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning ***,
face="Times New Roman" size=3>
I feel terrible and extremely embarrassed after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase
Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersAs a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier or later than expectedWe ask that someone years or older be available for a full four hour window to prevent disappointmentsWe want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our controlAs a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturerWhile we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to usBob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us
Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good conditionAt this time we are looking forward to completely resolving your concerns on and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on We will review your account at that time and determine what type of apology offer we are able to make to you
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison%
Good
Morning Revdex.com,
Please pass on our sincere
apologies to this customer for the failed delivery attempt. I do see that we called the customer twice
while the team was at the home. Both
times it went to voicemail at and 240.
When we could not reach the customer the team had to be moved on.
At this time, because we have
failed to complete the delivery the customer does have the option of canceling
the order and canceling the contract with ACCEPTNOW. This can be done anytime until the delivery
is made, once the merchandise is in the home, we can no longer offer this
option Because this customer purchased
through a third party company and not Bob’s directly we do not have the option
of offering to refund the delivery fee, or any other type of compensation
beyond a gift card.
If this customer does wish to
proceed with the delivery that is scheduled for 3/31/I strongly suggest
calling at least hours in advance with the phone number of the person that
will be at the home, so that we might avoid any other delivery issues.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
I called and spoke with our customer today
(2.27.2015)I have apologized for any inconvenience our failures in properly
assisting him have caused and approved to provide our customer with the desired
settlement as listed in this concern
We thank our customer for bringing the
coaching concerns we have to our attention so that we may address these and continue
to grow as a business
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
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 three years and in that three year period our
records indicate that you had not reported any issues before June The
Bobs warranty on your merchandise expired over two 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 As with most protection plans the *** *** *** purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
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 60% of the
original cost you paid for both the *** sofa and loveseat, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
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,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,
Thank you for selecting Bob's Discount Furniture for your home furnishing needsOur records indicate that the sectional was delivered in March and the first time you contacted our office to express concerns with the mechanism was February
As a result of your initial call we dispatched a Service technician to your home on, February 28, 214; the Technician indicated in his report that the armless recliner was improperly balanced on the floor with the front of it being on the carpet and back on the hardwood floorAt the time of the visit no defect was reported, therefore the Technician did not perform any restoration serviceJune 21, 2014, you again contacted our office, expressing concern with the mechanismWe dispatched a Technician to your home and during this visit he indicated that in fact the mechanism was bent, possibly due to a defect and recommended that we order a replacement
In the event of a product defect we will attempt repair then parts and finally a replacement of the defective product, if necessaryI understand your concern as it relates to your young child; if you prefer I can exchange with armless recliner and void the goof proof plan, however, you must understand that we can not guarantee that there will not be any difference in the dye lot of the replaced itemThis exchange will be a one time courtesy; the alternative would be to continue with the current part order and keep all warranties in tact
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we may have caused
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">We apologize for any disenchantment our customer is experiencing
with the product purchased from us
We maintain that upon our review the concerns the customer
is implying are defects are natural characteristics of the marble (stone)
itself
As an extreme courtesy the customer’s account shows that we
have already set both the kitchen island top and the cocktail table up for an
even exchange date of Should the items be delivered with similar or
the same characteristics we will be unable to offer further recourse on this
type of preference concernThere is a vast amount of public knowledge
available to reference for natural characteristics in this material makeup
At this time we would consider this concern closed as our
business has provided a desired resolution
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you have personally experienced any
disappointment while working with Bobs directly or speaking with the *** company
As the Revdex.com is aware, the size of our business is massive and we
would not be continuing to grow so rapidly into new territories if we operated
without honesty and transparencyWord of mouth travels extremely fast
especially in an age of technology and It is a terrible fact I learned many
years ago in my business that a happy customer will typically tell of their
family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very high ratio of approved claims
through this plan and the company we partner withSadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiencesIn most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenariosI cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customersI do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any productTo categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,customers that are receiving a great experience today and
in the future, as well as my nearly 4,team members who strive every day to
make the experience a pleasant one, ample credit
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organizationPlease don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on foreverWe take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overallOur customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S.
I would like to help you resolve your concern with the support
legs directly and should you find this acceptable you are welcome to email me
at ***
In researching your product I have found that this manufacturer
offers three different types of support legsThere is a center support leg, a
short support leg, and a long support legI certainly don’t want to cause you
any further inconvenience and if at all possible request that you send me a
photo to show what currently exists under your bed so that I can order you the appropriate
parts
Please feel free to contact me directly by email or if you find it
more suitable, we can continue to use the Revdex.com for their mediation assistance
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Complaint: ***
I am rejecting this response because: the business states themselves in the miscommunication we are having and are not being very responsive to my demandsI now have an adjustable bed that is not the one I wantedI believe this shows tons of complacency in their business practiceWe have not come to a solution with the business because I am currently with a pice of furniture that is not tge one I wantI am offering the bussiness to retrieve the adjustable bed and to give me a plain box spring with a yet not agreed compensationIn addition, I would like the pieces that were taken from my bed frame so I could place a standard box springI believe their is a civilized solution to this with no further mishaps, and with an adequate compensation due to the hardship they have presented.
I attempted to contact Tracy back after we lost cpnnection and I am still waiting reply
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon Mr ***, Thank you for choosing Bob's Discount FurnitureI apologize for the failed delivery attempt and inconvenience we have causedTwo to three days prior to a scheduled delivery our automated system is programmed to call each customer,
informing them of the estimated four hour delivery time frameAt the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call aheadOur drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your homeWhen they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move onThere appears to be some inconsistencies between the driver's account of events vsyour statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representativesI'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays)Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at *** and enter your customer master ***. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciatedOnce delivery is complete, I will be happy to issue a $gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,
*** **
I just e-mailed the Stephanie G*** and am awaiting a responseThank you for your help in this matter,
*** ***
Good Morning Revdex.com-
size="3">
We are so sorry that there has been this
extensive delay in the refund process.
There was an error in the paperwork that prevented it from being
released to accounting. This has been
correctedThe check has been cut and will be sent out Thursday via *** **
overnight to the customer. Please see
attached the tracking label so that the customer can be assured this has been
completedKindest
Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Can
I please ask that this customer provide some clarification on her complaint?
Please
deliver my apology to our customer as our intention is never to be responsible
for poor service from our Customer Care DepartmentCurrently I am perplexed by
the information she has provided within this concern and will need some
specifics illuminated before I can help further
Our
records indicate that originally two lamps were purchased and delivered to this
customer on The *** Protection Plan was purchased and active
on these two lamps until the customer filed a *** claim in December of
(Claim # ***)This claim was honored
through the protection plan and the customer received two new lamps on
When an item is replaced through *** the protection coverage does not transfer
to any new items as the customer is provided with a store credit for the price
of the merchandise and they can choose to purchase merchandise of a similar
make/model or they may select other merchandise with their creditThis
customer chose to purchase new lamps, however they did not purchase the
*** protection on these new lampsIf this customer’s concern is regarding
the lamps she received in January then the customer is being denied assistance
through *** due to the fact that the protection plan was not purchased on
the lamps she is trying to make a claim for
If the customer can provide me with more information or some clarification
on what her claim for accident/damage actually is I would be more than happy to
try and assist further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to *** for the disappointment she
has been experiencingI believe there may be some confusion on our customer’s
part regarding the Goof Proof Protection she was sold by our company and I
thank her for the opportunity to clear that upI assure *** that the Goof
Proof Protection plan she was sold covers rips, stains, and broken pieces just
as she has cited in her complaintIn speaking with *** (the company that
manages this plan for ***’s customers as well as many other furniture
retailers) they have told me that they do have a record of *** calling them
on and reporting concerns for her productThey have explained to me
that they sent *** the necessary paperwork to complete her claim and they
have not heard back from her yet*** would only need to report an accidental
damage that caused these rips in order for this type of damage to be covered
under her planJust like many other protection plans purchased for
electronics, automobiles, and appliances the protection plan does not cover
usageAny and all protections plan must contain restrictions in order
to keep the plan fair for all consumers alike***s Discount Furniture is
usually not present when an accident occurs in our customers home to cause such
damages so it is naturally expected that the customer would call the protection
plan themselves to report the incident that occurred
As ***s Discount Furniture is a separate company from
***, *** notified us of her concerns on a different date (4.08.2014)
and ***s helped *** by sending out one of our technicians to repair any
factory defects ***’s product may have been experiencingAs you will see
from the attached document containing the pictures our technician took of ***’s
merchandise, there are more than just manufacturing defects present on this
furniture***s Discount Furniture offers all our customers our Goof Proof
Protection plan because as a furniture retailer we are unable to take responsibility
for accidental damages like rips and tears caused to home furnishings after our
customer has had possession of the merchandiseI apologize to *** again for
any stress that this process has caused her and I encourage her to contact
*** again to disclose the accidental occurrences(s) that caused the damages
present to her furnitureI am confident these would be covered under the
protection plan as long as the accidents reported match the damages shown, rips
and tears of this nature do not just appear on furniture overnightA refund of
the plan monies would not be an option thru ***s Discount Furniture at this
time as we are happy to take care of any manufacturing defects that occur
within ***’s product through the lifetime of the purchased plan
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
reached out to *** directly today to discuss this matter further (10.13.2014)
I am awaiting *** call back to my direct number (###-###-####) to discuss
some options for resolution we have available for this concern
We are very
sorry for the disappointment our customer is experiencing with this mattress
and the overall lack of care and empathy that has been applied to her concern
this far
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Morning Revdex.com,
We apologize for the overall
disappointment our customer has experienced as well as the lack of care they
cite their concerns have been met with overallWe can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they are
owed something additional after their concern has been resolved
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is far beyond our policies to do so, we have
already offered to discuss compensation in the form of a refund once we had
actually honored our original promise to our customer
We thank our customer for reporting the conflicts they have
experienced with receiving a follow up call as we are internally investigating
these concerns in depthIt is highly uncommon that any customer would be asked
to wait two weeks for a delivery unless there were extenuating circumstances
such as the product not being physically available to ship or the customer
specifically requesting a Saturday delivery
At this time we are looking forward to completely resolving this
customer’s concern on and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on
We will review the account at that time and determine what compensation offers
we are able to make to our customer
We understand the level of failure our customer has endured and
have already agreed to work beyond our guidelines in an effort to
satisfy this customer as an individual
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I am insulted and disgusted with Bob's responseThis complaint process has been drawn out unnecessarily largely due to Bob's failure to carefully read my comments before respondingI was not expecting customer service to respond to me in the Revdex.com complaint processI'm fully aware of who I'm dealing withI initiated this process because customer service didn't attempt to resolve my issueIn fact, I was told that it was unlikely a supervisor would call me back, and the next time told I'd be placed on hold indefinitely waiting to speak to oneAnd, the first supervisor's offer was a non-offer because it revoked a warranty I paid money for that isn't even serviced by Bob'sIn my last response, I was pointing out that Bob's, in general, at both the customer service level and corporate level, did not respond regarding whether one can sit on the ottomanBob's finally responded, but with with two absurd additional optionsBob's "offers" are further examples of Bob's unwillingness to do the right thing and refund my moneyI don't want another ottomanNot after my confidence in the quality was shaken after it collapsed and I was told not to sit on itI have said that multiple timesThe two new offers are insultingWho in their right mind would want to keep a broken ottoman? I stated clearly before that the frame COLLAPSEDI also stated that I have an infantWhy would I endanger my child with a broken piece of furniture? And why would I want to risk my family's and my baby's safety with a model that has proven to be unstable? Why is Bob's only willing to refund 60% of my money if I keep the broken one? How about I give Bob's back the AS IS broken ottoman and Bob's can give me back my other 40%? I have no use for the broken ottomanThe only other place I'm taking it is the dump unless Bob's will give me my full refund in exchange for itBob's seems to believe there's still value in the broken ottoman since they've made it part of these two new offersAs I've said before, I can't believe how much time I've had to spend responding to these half-hearted offers from Bob'sI stated very clearly upfront what I wantI work full time and have an INFANTBob's is wasting what precious little time I have in the day by drawing this outI don't want the credit to Bob'sAfter all this I want nothing more to do with Bob's, and certainly do not want to get any more furniture from themI just want my refund of $That is not too much to ask and does not affect their ability to do business in any wayIn fact, it will finally demonstrate that they do, in fact, care about resolving disputes with customersHopefully the next customer complaint won't take this longPeople don't want to spend weeks fighting with a company for a simple refund!
Sincerely,
*** ***
Good Afternoon Revdex.com,
"Verdana","sans-serif"">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
sales receipt and Bob’s trifold (also provided at time of sale) indicate that
the accidental protection plan is offered thru Guardian
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, Guardian is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that Guardian is
continually sending these documents as many claims for coverage are routinely
approved
Guardian Protection Products is far from “sketchy” and
like Bobs Discount Furniture, their company maintains a high rating and accreditation
thru the Revdex.comWe again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessaryLike any other insurance plan there are terms and conditions set in
place to keep all resolutions fair for all customers alike
To move forward please advise the customer
that we require 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 damaged item(s):
- Picture that clearly shows the entire facing surface(s)
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning ***,
face="Times New Roman" size=3>
I feel terrible and extremely embarrassed after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase
Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action
I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersAs a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier or later than expectedWe ask that someone years or older be available for a full four hour window to prevent disappointmentsWe want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our controlAs a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturerWhile we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to usBob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us
Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good conditionAt this time we are looking forward to completely resolving your concerns on and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on We will review your account at that time and determine what type of apology offer we are able to make to you
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison%
Good
Morning Revdex.com,
Please pass on our sincere
apologies to this customer for the failed delivery attempt. I do see that we called the customer twice
while the team was at the home. Both
times it went to voicemail at and 240.
When we could not reach the customer the team had to be moved on.
At this time, because we have
failed to complete the delivery the customer does have the option of canceling
the order and canceling the contract with ACCEPTNOW. This can be done anytime until the delivery
is made, once the merchandise is in the home, we can no longer offer this
option Because this customer purchased
through a third party company and not Bob’s directly we do not have the option
of offering to refund the delivery fee, or any other type of compensation
beyond a gift card.
If this customer does wish to
proceed with the delivery that is scheduled for 3/31/I strongly suggest
calling at least hours in advance with the phone number of the person that
will be at the home, so that we might avoid any other delivery issues.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
I called and spoke with our customer today
(2.27.2015)I have apologized for any inconvenience our failures in properly
assisting him have caused and approved to provide our customer with the desired
settlement as listed in this concern
We thank our customer for bringing the
coaching concerns we have to our attention so that we may address these and continue
to grow as a business
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
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 three years and in that three year period our
records indicate that you had not reported any issues before June The
Bobs warranty on your merchandise expired over two 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 As with most protection plans the *** *** *** purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
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 60% of the
original cost you paid for both the *** sofa and loveseat, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
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,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,
Thank you for selecting Bob's Discount Furniture for your home furnishing needsOur records indicate that the sectional was delivered in March and the first time you contacted our office to express concerns with the mechanism was February
As a result of your initial call we dispatched a Service technician to your home on, February 28, 214; the Technician indicated in his report that the armless recliner was improperly balanced on the floor with the front of it being on the carpet and back on the hardwood floorAt the time of the visit no defect was reported, therefore the Technician did not perform any restoration serviceJune 21, 2014, you again contacted our office, expressing concern with the mechanismWe dispatched a Technician to your home and during this visit he indicated that in fact the mechanism was bent, possibly due to a defect and recommended that we order a replacement
In the event of a product defect we will attempt repair then parts and finally a replacement of the defective product, if necessaryI understand your concern as it relates to your young child; if you prefer I can exchange with armless recliner and void the goof proof plan, however, you must understand that we can not guarantee that there will not be any difference in the dye lot of the replaced itemThis exchange will be a one time courtesy; the alternative would be to continue with the current part order and keep all warranties in tact
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we may have caused
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">We apologize for any disenchantment our customer is experiencing
with the product purchased from us
We maintain that upon our review the concerns the customer
is implying are defects are natural characteristics of the marble (stone)
itself
As an extreme courtesy the customer’s account shows that we
have already set both the kitchen island top and the cocktail table up for an
even exchange date of Should the items be delivered with similar or
the same characteristics we will be unable to offer further recourse on this
type of preference concernThere is a vast amount of public knowledge
available to reference for natural characteristics in this material makeup
At this time we would consider this concern closed as our
business has provided a desired resolution
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you have personally experienced any
disappointment while working with Bobs directly or speaking with the *** company
As the Revdex.com is aware, the size of our business is massive and we
would not be continuing to grow so rapidly into new territories if we operated
without honesty and transparencyWord of mouth travels extremely fast
especially in an age of technology and It is a terrible fact I learned many
years ago in my business that a happy customer will typically tell of their
family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very high ratio of approved claims
through this plan and the company we partner withSadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiencesIn most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenariosI cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customersI do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any productTo categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,customers that are receiving a great experience today and
in the future, as well as my nearly 4,team members who strive every day to
make the experience a pleasant one, ample credit
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organizationPlease don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on foreverWe take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overallOur customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S.
I would like to help you resolve your concern with the support
legs directly and should you find this acceptable you are welcome to email me
at ***
In researching your product I have found that this manufacturer
offers three different types of support legsThere is a center support leg, a
short support leg, and a long support legI certainly don’t want to cause you
any further inconvenience and if at all possible request that you send me a
photo to show what currently exists under your bed so that I can order you the appropriate
parts
Please feel free to contact me directly by email or if you find it
more suitable, we can continue to use the Revdex.com for their mediation assistance
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Complaint: ***
I am rejecting this response because: the business states themselves in the miscommunication we are having and are not being very responsive to my demandsI now have an adjustable bed that is not the one I wantedI believe this shows tons of complacency in their business practiceWe have not come to a solution with the business because I am currently with a pice of furniture that is not tge one I wantI am offering the bussiness to retrieve the adjustable bed and to give me a plain box spring with a yet not agreed compensationIn addition, I would like the pieces that were taken from my bed frame so I could place a standard box springI believe their is a civilized solution to this with no further mishaps, and with an adequate compensation due to the hardship they have presented.
I attempted to contact Tracy back after we lost cpnnection and I am still waiting reply
Sincerely,
*** ***