Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just left this customer a voicemail (at 3:20PM) regarding some
options for resolution I have for herI have left her my direct contact number
and I hope to hear from her soon as I truly wish to provide her the help she is
seeking through this channel
Please
pass along my email address as well in the case she prefers written
communication: ***
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today via a phone number I located within her Bobs
Discount Furniture customer recordI left a voicemail for her with my direct
phone number to contact me backWe will certainly honor the 10% discount on
the canvas that this customer was initially told was possibleWe are very
sorry that she had such a bad experience with our store and hope to regain her
trust back in our business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today and provided her
with my direct contact information and my apologies for the stress that she has
had to endure while seeking to get this product concern resolvedI provided
*** with my direct contact information and advised her that we have several
avenues to help resolve her concerns and I would be happy to help however I can
to rectify her disappointments
*** has agreed to call me directly in the near future to
discuss resolving her concerns in further detail
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to our customer for the disappointment
they have experienced with this chaiseOur records do indicate that on
our technician found no defect concern with the chaise:
Per tech Dave, calling from road:
Time in - 1040-
Pics:
Chaise: not able to add padding, tech found no difference with the
sofa, up to standards, normal/good; throw pillows have popped buttons and
stitching coming undone, need to order two new ones
Although our technician found no manufacturing
concerns with the chaise during this visit we placed our customer’s demands
over the needs of our business and offered to provide the customer with an even
exchange or a reselection to a different item
We most certainly take responsibility and have begun addressing
the coaching concern that occurred shortly after the customer telling us he
would “keep the chaise as is” on The account indicates we did agree
to have this chaise re ordered from the manufacturer (this is a special order
item)
This account indicates that regretfully we were provided with or
entered in an incorrect fax number to send the original Certificate of
Insurance to, We did try and fax the Certificate of Insurance to the updated
fax number we were provided and we apologize that the Customer’s building still
felt it necessary to impose a fine As a
way of making our failure in not processing the agreed upon exchange order correctly
we have offered the customer delivery at no chargeShould a Certificate of
Insurance be required by the building (this is not a process completed as a
standard of Bobs Discount Furniture) the customer is responsible to fill out
the Certificate of Insurance Request Form completely so that we can request
exactly what the building is looking forAs of today (4.10.2015) the chaise
order has been successfully placed with the manufacturer, please keep in mind
we are replacing this item as a courtesy, due to our technician finding no
measurable defect, and we are delivering this item at no charge to the customer
as an apology for our failure in processing
The special order will take time to arrive to us and when we have
this item we will be in touch with the customer to verify and schedule
deliveryAt the time of scheduling delivery the Certificate of Insurance
Request Form can be filled out with our customer, We did place notations into
this customer’s account in regards to the Certificate of Insurance being needed
however this request and form cannot be filled out and sent thru to the
trucking agency’s insurance company until there is an actual expected delivery
date to provide proof of insurance forPlease convey to the customer that the
Certificate of Insurance Request Form has yet to be filled out and it is recommended
that they inquire and complete this step when receiving the call from us
indicating their new chaise is ready to ship
We apologize again for any frustration our processing error has
caused our customer to experience and assure our customer that we are working
at full capacity to make this right
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 usWe are looking forward to completely resolving this
customer’s concern with the delivery of the new chaise and successful
processing of the newly requested Certificate of InsuranceShould 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 when the chaise is exchangedWe will review the account at that time
and determine what further token of our apology we are able to offer for the
inconveniences we have caused
Complaint: ***
I am rejecting this response because:
I am not necessarily REJECTING, I just want to respond to Revdex.com in a timely manner so that this complaint is not closed out I did contact the business as I was supposed to, on March 25, However, and despite several calls as to where the refund is....I have been advised as of today, April 2, 2014, there is a hold on the credit back to my card The person with whom I spoke to is investigating further and says she will get back to me today Kindly keep this complaint open because there has NOT been a resolution as promised
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, *** *** ***
I did go back to the store where I purchased everythingMy sales rep Steven B*** went out of his way to make things right with me. He was able to find the remotes in the store and got the
OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in *** *s ExcellentBobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!
*** ***
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. We hope the customer will consider our offer
and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We have ordered a part to replace the damaged
control this will be shipped directly to the customer’s home. I certainly would like to apologize for any
confusion in setting a service; we would not schedule that service until the
part is in the home. Once the part has
been received by the customer he can call in to customer care to schedule the
part installationThe phone number for customer care is ###-###-#### Mon-Sat
6:30am to 8:00pm and Sunday 11:30am to 7:00pm
While we certainly understand the customer’s frustration at this time, offering
free merchandise is not something we can do as a business. I would be willing to offer compensation to
this customer in the form of refunding the delivery fee paid $back to the
*** *** account.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer feels she has been met
with such a lack of care while trying to get her concerns resolvedBobs
Discount Furniture is able to offer our customer the valuable option of a
service repair at no cost and we pride ourselves on providing our customers
with honest answersI assure our customer that Bobs is working at full capacity
to provide a resolution for these concerns
***’s records indicate that our customer reported
multiple vomit stains that have occurred over the past few weeksOn ***’s
agreement it does indicate that this plan offers coverage against one time
accidental damages, our customer was denied due to reporting multiple stains
from various occurrences and was not denied based on the other concerns she
reported with this merchandiseThis protection plan has shown successful results
for our customer as it was used less than a year ago to get a replacement sofa
through the *** companyLike most other protection plans (those sold by
other furniture retailers, on electronics or automobiles) there must be
exclusions to coverage in order to keep the plan fair for all consumers
Our records indicate that we have scheduled a service repair
technician to our customer’s home (on 5.21.2014) to address the concerns with
the arm and the seatsOur customer is currently far outside of any factory guarantee
directly through Bobs Discount Furniture and we are making our best effort
attempt to help her address these concerns at no cost to herI am truly very
sorry that our customer is so dissatisfied with the option we have to offer her
assistance and assure her that we are doing the best we can with consideration
to this scenario in its entiretyWe answered our customer’s questions as
honestly as we could during our conversation with her by explaining that we will
do our best to repair her merchandise however due to the fact that she is no
longer within her Bobs Factory Guarantee we as a business cannot be responsible
to cover the cost or install replacement parts should these be needed to
satisfy our customer’s concern
It is our hope that our customer will understand our
position and recognize that as a business Bobs is providing a valuable courtesy
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what options we may have to accommodate you further in the form of a gift card
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I went into the Niantic, CT store to look at options for a dining room setI found one I liked and told the nice guy that I would be back the following day to purchase it (wanted hours to sleep on the decision)The following day (Xmas Eve) I call Bob's to place my order, but unbeknownst to me, they charged me TWICE for my ONE orderWhat that meant was that on Xmas Eve, Bob's successfully emptied my checking account...EMPTIED my checking account!!!!!! ON XMAS EVE!!! If I hadnt been checking on the status of a refund I was expecting, I would never have seen that $PLUS another $was pending withdrawalI call Bob's Discount Furniture because it's THEIR faultThey tell me, they only charged me onceI call my bank, THEY tell me, Bob's charged me TWICE
I call Bob's back...they NOW tell me that they swiped the card once but they...mumbo, jumbo, blah, blah blah...they ended up getting TWO authorization codesThe WONDERFUL lady at Bob's...Diana, Diane...wish I remembered her namesaid that I had to call my bank and ask them to cancel the order (basically, someone else has to fix Bob's * Up!!)
I call the bank back, they tell me to call the debit card companyI call themI'm told that BOB has to cancel the duplicate order on their end cos...shocker of shockers...it's their fault and they can refund or cancel the 2nd orderI call Bob's back yet again and THIS TIME, I'm told by the same WONDERFUL lady who's name begins with a D, that she will see what she can do to get my money back but she would have to make inquiries (I have told her that they have emptied my bank account, and in case she had forgotten, it was Xmas eve)SHE calls ME this time and tells me that she has sent an URGENT request to their corporate office to have the 2nd transaction cancelled, but seeing as its Xmas EVE (REALLY???) she didn't know what time corporate closedAt this point I've been on the phone with my bank, Bob's and my debit card company for about an hour...Bob's has effectively given me the runaround for over an hour before they finally decide to do what they should have done THE SECOND THEY REALIZED THEIR ERROR! But nope, I'm told to call everyone else under the sun to fix THEIR error"D" says that she is leaving in about an hour (2pm) and the store closes at 3pm, get this...cos it's Xmas Eve...like I don't know this..?? but she hopes to hear back from corporate and she will call me back before she leavesBut if corporate hasn't called back she would have her colleague Dee (HER name is actually Dee, go figure) call me to at least let me know what's going onWell, at 2:45pm I hear nothing from anyone so I call them and wouldnt you know it....since it's quarter to closing no one is picking up the phone...and I tried more than once, incredible!!!
Well, long store short; Bob's took my money...TWICE...guess corporate was closed and I was left with nothingToday is Dec 26th and needless to say, I'm personally going to Bob's this morning so they can attempt to give me the run around again, at which point I will officially lose my mindIt should be noted here that all through this lunacy and ineptness I have been polite and patient while dealing with the wonderful (sarcasm) people at Bob's, but those gloves have come off, I will get answers and my money back today or someone will have to physically remove me from their premisesMERRY CHRISTMAS BOB'S...it is my mission in life to leave this heartwarming note wherever I can as a warning to anyone else that might want to shop at Bob's...DON'T DO ITThis is the first time I ever purchased anything from Bob's and it will be the last; the discount prices, such as they are, are not worth thisOh and get this...doesn't look like you can leave a review on their website either...hmmmmm, wonder why?????????????????
Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons
Good Afternoon Revdex.com,
size="3">
We do see this customer had originally
filed a complaint with the Revdex.com in May, 2016.
We are very sorry the issues with the property claim have not been
rectified. I was able to see the depot
has denied the claim, the team reported that they saw the damage while making
the delivery. The customer submitted
photos to the depot during the course of the investigation and the depot
believed the photos reflect damage that would occur from the TV being hit with
a projectile, not from it falling or tipping over. In an effort to try to make this right for
the customer, we would be willing to offer to settle this claim for $225.00. We can offer to send the customer a check to
the address on this complaint. If the customer
accepts this offer, please reply to the Revdex.com that it is accepted and we will
create the paperwork and send the customer a copy for their records The check will be then mailed from our
corporate office
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
text1Revdex.com,
*** *** is an extremely valuable plan when used
within its intended guidelines for accidental damage protection and an animal
chewing the merchandise is an exclusion to the coverage planThe third party
company that manages this plan does not view the act of chewing as an
accidental occurrence and sees fit to deny this type of reportWe are not at
liberty to overturn the choices of a different company
We do expect our sales professionals to provide
a general overview of the additional protection plan during the excitement of
the sale and we provide a document not only ‘checking off’ what is covered
by the plan, but also indicating that there are exclusions to this plan and
should the customer seek knowledge of exclusions they are to refer to their full
plan documentsWe cannot force a consumer into the act of educating themselves
on every exclusion denounced with the protection plan and we do our best to
properly prepare them in written word as to what is covered
We (Bobs Discount Furniture) have not made any direct
agreements or sent any direct denials for this claim to this customerOur
records indicate that this customer reported an incident of animal bodily fluid
present on their merchandise to us on and we appropriately connected
them to the *** company who I believe they are communicating they have had
further interaction withAs a consumer myself it sounds like the *** Company
has also offered this customer a certain courtesy outside of their terms and
conditionsTherefore from reading this posting it is appropriate to determine
that *** is working to meet this customer’s demands outside of the plan
guidelines they have in place for all customers alike
There are many acts of accidental damage (some
that include coverage for an animal’s bodily fluid stain) that the plan does
cover and we stand behind the plan being a valuable investment for any
customer
We apologize that this specific act of animal
damage is not covered and we further apologize that we are unable to offer
recourse for concerns that occur completely outside of our control
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
No one stated at anytime during my calls to your business they needed my full credit card #In addition the lamp fell on carpet, We paid to have the lamp put together by your delivery menThey did not put the lamp together due to the fact that they had to hurry to another deliverySo my husband put the lamp togetherSo the over $lamp has three prongs at the top that are not connected with the lamp shade probably due to improper assembly therefore what would be warranted is you allow me to return the chair that will ultimately have the same problems after the warranty is overWithin thirty days I have a right to return furniture, myself if I find that your product is NOT durable, or long lasting past the warrantyAs I stated the lamp should not have broken, since it fell on SOFT CARPET ! So with that being said you will not repair the obvious non quality lampSo my resolve to either give me back money for delivery and assemble or allow me to return the ultimately defective chairThe chair came through my door with issues, I could just imagine what will happen with actually using this chair.
My request is warranted I asked to return this chair within daysYou guys are prolonging this whole issueMy next complaint will be to the Attorney General, and "RIPOFF" report onlineSo I's advise you guys to try and work out some type o resolutionI didn't pay $for a lamp without a shade !
Thank you,
*** ***
###-###-#### is my cell phone and my home # is ###-###-####No one has contacted me at either on of these #'s to give me my refund, via giving full credit card #You guys are ridiculous ! I will never purchase anything else from your store ever, I will also make sure that everyone I know doesn't either !
Complaint: ***
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,*** ***
Good Afternoon Revdex.com-
10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenWe offered to send an addon request for the
customer to get the furniture to her quickly, the delivery has been made and
the merchandise is in the customer’s home.
Any compensation agreement is to be discussed after the customer has
been fully satisfied with the merchandise they paid for and a form of apology
is processed by gift card
Normally we offer any type of apology in the form of a Bobs Discount Furniture
Gift Card because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.SWe also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amountShould the customer
wish not to provide us with another opportunity to deliver merchandise we can
understand the reasons why in this scenario and have several cash and carry
items that can be taken from our Showrooms or pit locations as our free gift of
apology
We will offer this customer an ECard in the amount of
$as a token of our sincere apology.
This is above our standard offer due to the level of escalation on this
account. We are very sorry for the inconveniences
this customer has endured
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Bob's Discount Furniture is horribleI've received the worst customer service I have ever hadThey are nice once you purchase the furniture but afterwards be prepared to have employees to give you attitudes and act in an unprofessional mannerExpect no help from the customer care teamExpect that when you get your furniture delivered it will be put together so bad that once you touch it, it will fall apartI tried getting in contact with nicole twice not on call backBob's won't help you they are there to take your moneyThey do not care about their customersSave your money and spend it in a place that you will matter and be treated with respect
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just left this customer a voicemail (at 3:20PM) regarding some
options for resolution I have for herI have left her my direct contact number
and I hope to hear from her soon as I truly wish to provide her the help she is
seeking through this channel
Please
pass along my email address as well in the case she prefers written
communication: ***
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today via a phone number I located within her Bobs
Discount Furniture customer recordI left a voicemail for her with my direct
phone number to contact me backWe will certainly honor the 10% discount on
the canvas that this customer was initially told was possibleWe are very
sorry that she had such a bad experience with our store and hope to regain her
trust back in our business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today and provided her
with my direct contact information and my apologies for the stress that she has
had to endure while seeking to get this product concern resolvedI provided
*** with my direct contact information and advised her that we have several
avenues to help resolve her concerns and I would be happy to help however I can
to rectify her disappointments
*** has agreed to call me directly in the near future to
discuss resolving her concerns in further detail
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to our customer for the disappointment
they have experienced with this chaiseOur records do indicate that on
our technician found no defect concern with the chaise:
Per tech Dave, calling from road:
Time in - 1040-
Pics:
Chaise: not able to add padding, tech found no difference with the
sofa, up to standards, normal/good; throw pillows have popped buttons and
stitching coming undone, need to order two new ones
Although our technician found no manufacturing
concerns with the chaise during this visit we placed our customer’s demands
over the needs of our business and offered to provide the customer with an even
exchange or a reselection to a different item
We most certainly take responsibility and have begun addressing
the coaching concern that occurred shortly after the customer telling us he
would “keep the chaise as is” on The account indicates we did agree
to have this chaise re ordered from the manufacturer (this is a special order
item)
This account indicates that regretfully we were provided with or
entered in an incorrect fax number to send the original Certificate of
Insurance to, We did try and fax the Certificate of Insurance to the updated
fax number we were provided and we apologize that the Customer’s building still
felt it necessary to impose a fine As a
way of making our failure in not processing the agreed upon exchange order correctly
we have offered the customer delivery at no chargeShould a Certificate of
Insurance be required by the building (this is not a process completed as a
standard of Bobs Discount Furniture) the customer is responsible to fill out
the Certificate of Insurance Request Form completely so that we can request
exactly what the building is looking forAs of today (4.10.2015) the chaise
order has been successfully placed with the manufacturer, please keep in mind
we are replacing this item as a courtesy, due to our technician finding no
measurable defect, and we are delivering this item at no charge to the customer
as an apology for our failure in processing
The special order will take time to arrive to us and when we have
this item we will be in touch with the customer to verify and schedule
deliveryAt the time of scheduling delivery the Certificate of Insurance
Request Form can be filled out with our customer, We did place notations into
this customer’s account in regards to the Certificate of Insurance being needed
however this request and form cannot be filled out and sent thru to the
trucking agency’s insurance company until there is an actual expected delivery
date to provide proof of insurance forPlease convey to the customer that the
Certificate of Insurance Request Form has yet to be filled out and it is recommended
that they inquire and complete this step when receiving the call from us
indicating their new chaise is ready to ship
We apologize again for any frustration our processing error has
caused our customer to experience and assure our customer that we are working
at full capacity to make this right
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 usWe are looking forward to completely resolving this
customer’s concern with the delivery of the new chaise and successful
processing of the newly requested Certificate of InsuranceShould 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 when the chaise is exchangedWe will review the account at that time
and determine what further token of our apology we are able to offer for the
inconveniences we have caused
Complaint: ***
I am rejecting this response because:
I am not necessarily REJECTING, I just want to respond to Revdex.com in a timely manner so that this complaint is not closed out I did contact the business as I was supposed to, on March 25, However, and despite several calls as to where the refund is....I have been advised as of today, April 2, 2014, there is a hold on the credit back to my card The person with whom I spoke to is investigating further and says she will get back to me today Kindly keep this complaint open because there has NOT been a resolution as promised
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, *** *** ***
I did go back to the store where I purchased everythingMy sales rep Steven B*** went out of his way to make things right with me. He was able to find the remotes in the store and got the
OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in *** *s ExcellentBobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!
*** ***
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. We hope the customer will consider our offer
and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We have ordered a part to replace the damaged
control this will be shipped directly to the customer’s home. I certainly would like to apologize for any
confusion in setting a service; we would not schedule that service until the
part is in the home. Once the part has
been received by the customer he can call in to customer care to schedule the
part installationThe phone number for customer care is ###-###-#### Mon-Sat
6:30am to 8:00pm and Sunday 11:30am to 7:00pm
While we certainly understand the customer’s frustration at this time, offering
free merchandise is not something we can do as a business. I would be willing to offer compensation to
this customer in the form of refunding the delivery fee paid $back to the
*** *** account.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer feels she has been met
with such a lack of care while trying to get her concerns resolvedBobs
Discount Furniture is able to offer our customer the valuable option of a
service repair at no cost and we pride ourselves on providing our customers
with honest answersI assure our customer that Bobs is working at full capacity
to provide a resolution for these concerns
***’s records indicate that our customer reported
multiple vomit stains that have occurred over the past few weeksOn ***’s
agreement it does indicate that this plan offers coverage against one time
accidental damages, our customer was denied due to reporting multiple stains
from various occurrences and was not denied based on the other concerns she
reported with this merchandiseThis protection plan has shown successful results
for our customer as it was used less than a year ago to get a replacement sofa
through the *** companyLike most other protection plans (those sold by
other furniture retailers, on electronics or automobiles) there must be
exclusions to coverage in order to keep the plan fair for all consumers
Our records indicate that we have scheduled a service repair
technician to our customer’s home (on 5.21.2014) to address the concerns with
the arm and the seatsOur customer is currently far outside of any factory guarantee
directly through Bobs Discount Furniture and we are making our best effort
attempt to help her address these concerns at no cost to herI am truly very
sorry that our customer is so dissatisfied with the option we have to offer her
assistance and assure her that we are doing the best we can with consideration
to this scenario in its entiretyWe answered our customer’s questions as
honestly as we could during our conversation with her by explaining that we will
do our best to repair her merchandise however due to the fact that she is no
longer within her Bobs Factory Guarantee we as a business cannot be responsible
to cover the cost or install replacement parts should these be needed to
satisfy our customer’s concern
It is our hope that our customer will understand our
position and recognize that as a business Bobs is providing a valuable courtesy
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what options we may have to accommodate you further in the form of a gift card
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I went into the Niantic, CT store to look at options for a dining room setI found one I liked and told the nice guy that I would be back the following day to purchase it (wanted hours to sleep on the decision)The following day (Xmas Eve) I call Bob's to place my order, but unbeknownst to me, they charged me TWICE for my ONE orderWhat that meant was that on Xmas Eve, Bob's successfully emptied my checking account...EMPTIED my checking account!!!!!! ON XMAS EVE!!! If I hadnt been checking on the status of a refund I was expecting, I would never have seen that $PLUS another $was pending withdrawalI call Bob's Discount Furniture because it's THEIR faultThey tell me, they only charged me onceI call my bank, THEY tell me, Bob's charged me TWICE
I call Bob's back...they NOW tell me that they swiped the card once but they...mumbo, jumbo, blah, blah blah...they ended up getting TWO authorization codesThe WONDERFUL lady at Bob's...Diana, Diane...wish I remembered her namesaid that I had to call my bank and ask them to cancel the order (basically, someone else has to fix Bob's * Up!!)
I call the bank back, they tell me to call the debit card companyI call themI'm told that BOB has to cancel the duplicate order on their end cos...shocker of shockers...it's their fault and they can refund or cancel the 2nd orderI call Bob's back yet again and THIS TIME, I'm told by the same WONDERFUL lady who's name begins with a D, that she will see what she can do to get my money back but she would have to make inquiries (I have told her that they have emptied my bank account, and in case she had forgotten, it was Xmas eve)SHE calls ME this time and tells me that she has sent an URGENT request to their corporate office to have the 2nd transaction cancelled, but seeing as its Xmas EVE (REALLY???) she didn't know what time corporate closedAt this point I've been on the phone with my bank, Bob's and my debit card company for about an hour...Bob's has effectively given me the runaround for over an hour before they finally decide to do what they should have done THE SECOND THEY REALIZED THEIR ERROR! But nope, I'm told to call everyone else under the sun to fix THEIR error"D" says that she is leaving in about an hour (2pm) and the store closes at 3pm, get this...cos it's Xmas Eve...like I don't know this..?? but she hopes to hear back from corporate and she will call me back before she leavesBut if corporate hasn't called back she would have her colleague Dee (HER name is actually Dee, go figure) call me to at least let me know what's going onWell, at 2:45pm I hear nothing from anyone so I call them and wouldnt you know it....since it's quarter to closing no one is picking up the phone...and I tried more than once, incredible!!!
Well, long store short; Bob's took my money...TWICE...guess corporate was closed and I was left with nothingToday is Dec 26th and needless to say, I'm personally going to Bob's this morning so they can attempt to give me the run around again, at which point I will officially lose my mindIt should be noted here that all through this lunacy and ineptness I have been polite and patient while dealing with the wonderful (sarcasm) people at Bob's, but those gloves have come off, I will get answers and my money back today or someone will have to physically remove me from their premisesMERRY CHRISTMAS BOB'S...it is my mission in life to leave this heartwarming note wherever I can as a warning to anyone else that might want to shop at Bob's...DON'T DO ITThis is the first time I ever purchased anything from Bob's and it will be the last; the discount prices, such as they are, are not worth thisOh and get this...doesn't look like you can leave a review on their website either...hmmmmm, wonder why?????????????????
Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons
Good Afternoon Revdex.com,
size="3">
We do see this customer had originally
filed a complaint with the Revdex.com in May, 2016.
We are very sorry the issues with the property claim have not been
rectified. I was able to see the depot
has denied the claim, the team reported that they saw the damage while making
the delivery. The customer submitted
photos to the depot during the course of the investigation and the depot
believed the photos reflect damage that would occur from the TV being hit with
a projectile, not from it falling or tipping over. In an effort to try to make this right for
the customer, we would be willing to offer to settle this claim for $225.00. We can offer to send the customer a check to
the address on this complaint. If the customer
accepts this offer, please reply to the Revdex.com that it is accepted and we will
create the paperwork and send the customer a copy for their records The check will be then mailed from our
corporate office
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
text1Revdex.com,
*** *** is an extremely valuable plan when used
within its intended guidelines for accidental damage protection and an animal
chewing the merchandise is an exclusion to the coverage planThe third party
company that manages this plan does not view the act of chewing as an
accidental occurrence and sees fit to deny this type of reportWe are not at
liberty to overturn the choices of a different company
We do expect our sales professionals to provide
a general overview of the additional protection plan during the excitement of
the sale and we provide a document not only ‘checking off’ what is covered
by the plan, but also indicating that there are exclusions to this plan and
should the customer seek knowledge of exclusions they are to refer to their full
plan documentsWe cannot force a consumer into the act of educating themselves
on every exclusion denounced with the protection plan and we do our best to
properly prepare them in written word as to what is covered
We (Bobs Discount Furniture) have not made any direct
agreements or sent any direct denials for this claim to this customerOur
records indicate that this customer reported an incident of animal bodily fluid
present on their merchandise to us on and we appropriately connected
them to the *** company who I believe they are communicating they have had
further interaction withAs a consumer myself it sounds like the *** Company
has also offered this customer a certain courtesy outside of their terms and
conditionsTherefore from reading this posting it is appropriate to determine
that *** is working to meet this customer’s demands outside of the plan
guidelines they have in place for all customers alike
There are many acts of accidental damage (some
that include coverage for an animal’s bodily fluid stain) that the plan does
cover and we stand behind the plan being a valuable investment for any
customer
We apologize that this specific act of animal
damage is not covered and we further apologize that we are unable to offer
recourse for concerns that occur completely outside of our control
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
No one stated at anytime during my calls to your business they needed my full credit card #In addition the lamp fell on carpet, We paid to have the lamp put together by your delivery menThey did not put the lamp together due to the fact that they had to hurry to another deliverySo my husband put the lamp togetherSo the over $lamp has three prongs at the top that are not connected with the lamp shade probably due to improper assembly therefore what would be warranted is you allow me to return the chair that will ultimately have the same problems after the warranty is overWithin thirty days I have a right to return furniture, myself if I find that your product is NOT durable, or long lasting past the warrantyAs I stated the lamp should not have broken, since it fell on SOFT CARPET ! So with that being said you will not repair the obvious non quality lampSo my resolve to either give me back money for delivery and assemble or allow me to return the ultimately defective chairThe chair came through my door with issues, I could just imagine what will happen with actually using this chair.
My request is warranted I asked to return this chair within daysYou guys are prolonging this whole issueMy next complaint will be to the Attorney General, and "RIPOFF" report onlineSo I's advise you guys to try and work out some type o resolutionI didn't pay $for a lamp without a shade !
Thank you,
*** ***
###-###-#### is my cell phone and my home # is ###-###-####No one has contacted me at either on of these #'s to give me my refund, via giving full credit card #You guys are ridiculous ! I will never purchase anything else from your store ever, I will also make sure that everyone I know doesn't either !
We purchased a dinning room set at the Burbank,Ill locationThe service from the time of purchase was excellent to the delivery and set up
Complaint: ***
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,*** ***
Good Afternoon Revdex.com-
10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenWe offered to send an addon request for the
customer to get the furniture to her quickly, the delivery has been made and
the merchandise is in the customer’s home.
Any compensation agreement is to be discussed after the customer has
been fully satisfied with the merchandise they paid for and a form of apology
is processed by gift card
Normally we offer any type of apology in the form of a Bobs Discount Furniture
Gift Card because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.SWe also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amountShould the customer
wish not to provide us with another opportunity to deliver merchandise we can
understand the reasons why in this scenario and have several cash and carry
items that can be taken from our Showrooms or pit locations as our free gift of
apology
We will offer this customer an ECard in the amount of
$as a token of our sincere apology.
This is above our standard offer due to the level of escalation on this
account. We are very sorry for the inconveniences
this customer has endured
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Bob's Discount Furniture is horribleI've received the worst customer service I have ever hadThey are nice once you purchase the furniture but afterwards be prepared to have employees to give you attitudes and act in an unprofessional mannerExpect no help from the customer care teamExpect that when you get your furniture delivered it will be put together so bad that once you touch it, it will fall apartI tried getting in contact with nicole twice not on call backBob's won't help you they are there to take your moneyThey do not care about their customersSave your money and spend it in a place that you will matter and be treated with respect