Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jenn to
rectify the situation and reach a satisfactory outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com-
We are very sorry that this customer has had
difficulties with our mattresses. We see
that we set up a service technician to come out to the home to complete a
mattress inspection. This has not been scheduled
and is still pending.
We would not be able to offer any recourse
without a certified technician report.
Please call at your earliest convenience to schedule the technician to
come to the home
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickupOur mattresses and motion
furniture may carry additional factory guaranteesYou must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to youIf the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one timeIf the item is no longer available,
you may reselect to other merchandise or we will refund the purchase priceIn
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected itemMerchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Good Morning ***,
Again, we are terribly sorry that we were unable to fully deliver
the merchandise that you had on ‘Price Protection’ with usWe have completed
extensive research and follow up with our retail location to ensure that they
are always honoring the policy that we have in place which includes the
agreement I had previously attached
In regards to how we communicate the ‘Price Protection’ agreement
to customers other than the formal agreement form being filled out:
I have attached a copy of
your original signed sales invoice that denotes (right side) that this is on a
‘Price Protection’ delivery block and I have also attached the trifold that I am
certain your original documents were handed to you in, that indicates clearly
that our ‘Price Protection’ is not a layaway program
As I was not personally present at the time of sale or during the
interactions you had within our retail location I am unable to work strictly
off of the alleged experience you cite to have had during the period you were
making payments on this sales orderI have been with our business for nearly
ten years and this is the first time I am learning of an unhappy customer who
has purchased by way of ‘Price Protection’On an extremely large scale the
appropriate procedures we already have in place for this option are being
followed
I am certainly not denying the fact that in your specific scenario
our retail location made a mistake by not properly having you fill out the complete
agreement form and we have addressed this need for coaching based off of your
feedbackWe appreciate your escalation of this concern and thank you for
taking the time to bring this failure to our attention We remain disappointed that we were unable to
provide you with the merchandise you selected and as a further form of apology
we can offer you a $Bobs Discount Furniture Gift CardWe do hope you
will accept this apology and see it as our attempt to offer you a cash and
carry accessory (lamp, picture frame, accent table, home décor, etc.) from our
showroom as a most tangible apology
Kind
Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the alleged miscommunication during
the time we set up your reselection creditI am also very sorry to report to
you that there was a glitch in our recording system during the time you were
speaking with our customer care agent, due to this glitch I am unable to
confirm or deny the information you allege was provided to you during this
call
Bobs Discount Furniture does wish to resolve your concern with a
fair option for resolution and in an effort to extend care to you we can
provide you with a 35% credit based on the original price you paid for the
sofaI did attempt to call you this morning (-11:00am) to speak with
you directlyAs I was unable to reach you I left you a message with my direct
contact information
Your original invoice reflects that you paid $for this
sofa, a 35% credit would total at $We can provide you with this credit
via a monetary refund or a Bobs Discount Furniture Store creditIf you would
like to accept this credit Bobs Discount Furniture will not offer future
services or replacements on this sofaYour Goof Proof protection for
accidental damages would still be active through the Guardian company for the
remainder of five year plan you purchased at the time of this sale
Please let me know if you would like to accept this option for
resolution through this channel or by returning my voicemailI apologize to
you again and assure you that it is never our intention to cause our valued
customers frustration
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am very
sorry to learn of ***’s concerns with this chairWe do understand our
customer’s frustration and have gone above our technician’s report to offer him
an option for resolutionI assure *** that Bobs Discount Furniture
genuinely cares about resolving our customer’s concerns and we have provided
*** with a direct example of this careI also apologize that ***’s
version of what transpired at the time of service is different from the report
we are being provided and I have taken the appropriate actions to ensure our
technician is followed up with on this complaint
Our records
reflect that on (yesterday) we entered a replacement part order for
the arms on ***’s chairThe chair may have not been repairable during the
initial inspection but with brand new factory fresh parts (new arms), installed
by a professional, in all reality the chair will be in better condition then it
would be coming off of our assembly line for a new delivery attempt as it is receiving
one on one attention
We
continually resolve our customer’s product concerns with replacement parts and
quality installations; we also hold great pride in our technician’s abilities
to satisfy our customersWe do take responsibility and owner ship for the
product failure our customer is experiencing and we most certainly can speak
with *** about compensationRight now our main goal is to ensure our customer
is completely satisfied with the merchandise he has purchased from us and we
currently have the part order scheduled to resolve his concernOnce the new
parts have been installed by our technician *** will have the opportunity to
speak with a Customer Care Agent prior to our technician leaving his homeI
have notated ***’s account to state that compensation for the frustration ***
has had to endure should be discussed with him after we have brought his chair
back to better than showroom quality
I apologize
to *** again for the disappointment he has been dealing with and thank him
for providing us with this complaint so that we can always work to improve our
customer’s experience
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
I apologize to you again that
this concern is causing you and your family members such stress I can certainly
understand your need to have this issue resolvedWe do not deny that other
complaints have been made however, after we properly educate the consumer and
assure them of the precautionary measures we take; the complaint is dropped
Please know that I have no intention of placing blame for this concern within
my communications to you and I truly wish that there was something we could
offer to assist you in this circumstance but Bobs Discount Furniture does not
sell products infested with pests and the massive amount of public education
that is available educates us all that bed bugs are not the result of
purchasing new furniture
Please know that while bed bugs
do not come from factory fresh home furnishings they are also not the result of
an uncleanly homeBed bugs are just sneaky stow-a-ways, and are excellent at
finding ways to travel right into your own homeThey travel most often in
places like hotels, motels, shelters, apartment complexes, dorm rooms,
recreational areas, and even movie theaters
If you reside
in a multi dwelling complex, especially one that you are renting, you should
contact the property owner and demand that your home be treated by a
professionalApartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holesEven if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was bed
bug freeSurprisingly, the bed bugs could have already been there for months
waiting for the new tenants to come through the doorThey can actually survive
for up to six months in between feedings and are experts when it comes to
hidingThe second you put your bag down, they can jump into it and you would
never know it until after you’ve gone home
Bed bugs have
also been found in locations where there is a large congregation of people such
as schools; since you mention that you have children it is possible that they
could have piggy backed onto the children’s back pack and entered into your
home through this channel
I am so sorry
that you have to deal with this concern and I apologize again that Bobs
Discount Furniture is unable to take responsibility for an occurrence that was
not caused by the furnishings you purchased from us
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I have already become aware of this account through
other channels, we have reached out to this customer and offered a reselection
credit, we are working to rectify the situation and reach a satisfactory
outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
10pt;">Please pass on our sincerest apologies for the poor
experience our customer cites to have endured
As of the customer account was updated with a
reselection credit and there is a new sales order pending for this customer
At this time we consider this concern resolved, please have
the customer advise us if any other assistance is needed at this time
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry we were not able
to complete this
delivery and caused this customer frustration.
We have picked up the merchandise and the Wells Fargo account refund
will be processed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in the workmanship of our technicianWe most certainly take responsibility for
this concern and further apologize for the lack of care our customer’s claim
was addressed with
In researching this concern I have found that the customer
elected to post/make a claim thru more than just the Revdex.com regarding their disappointment
The customer has been contacted back by our offices from one of the other postings
At this time we are meeting the customer’s desired settlement to have
replacement parts ordered for them and get these chairs back to the good
quality seating they expectThe order for replacement parts has been entered
into their account as of
At this time we consider this concern resolved and apologize
to our customer again for the time they have spent seeking resolution to their
furniture concerns
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have
attempted to make contact with this customer by phone and email today
(12.24.2015) in response to their concern
I have
conveyed my apologies to our customer as we are obviously very embarrassed
about the behavior reported in this complaint
I am
currently waiting on the customer to follow up with me directly, as this type
of situation is extremely far from any sense of normalcy for our company it
will benefit our customer most if we are able to communicate on a more direct
basis regarding this concern
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us We are very sorry if the agent handling the
call did not represent Bob’s in a professional manner.
While we would not be able to offer a refund on this piece, it has been in the
home since February and has not been determined to have a manufacturing
defect. We would be willing to offer a
Bob’s Gift Card for the amount of the purchase which was $60. If you accept this offer we will have the
gift card processed and emailed to you at the email address on this
complaint. The bed frame can then be
kept or disposed of
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We will honor the customer’s request for a refund of the delivery
fee ($99.99) as a final form of our apologyPlease advise the customer that
all paperwork needed for this transaction has been entered from our end and no action
is required from the customer at this time
There are so many errors that occurred in this customer’s account
and so many learning and coaching opportunities, I would like the customer to
keep the gift card as well. There are a
lot of small carry out items available in every Bob’s store. Maybe you will be able to find a pair of
lamps, a wall hanging or statue that you love.
I hope that help to ease the frustration I am sure you have endured.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
My first delivery had more than just a "scuff" on the sofa the delivery person told us there was a hole and one of the boards for the bed set was broken I do not want a credit for more Bobs furniture that I am sure will break or become damaged after a few months I understand your policy but with such a short time line it makes me think Bobs understand their product is cheaply made and does not even stand by it for a year As I said before I know you give money refunds as I know someone personally who received one from you because their leather sofa cracked and peeled after a few years If they received a refund after a few years why can't we for a few months? Between my sofa defects and his leather cracking a peeling there is nothing in Bob's store I would trust to purchase because I am sure in another year it will look a mess
Sincerely,
*** ***
Good Morning Brandon,
I 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 while seeking to rectify warranty claims
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
The springs on your sofa were deemed to be experiencing a concern as a result
of the manufacturer defect and this is
covered under the warranty directly provided by the vendor to the purchaserAs
per our service policy (outlined on your original invoice) you are granted a
one time replacement option on the affected itemYour account does not
indicate that you are experiencing any concern with the loveseat you have in
the home but given the poor experience you have endured we are happy to offer
you a reselection store credit on the loveseat as well as a further form of our
apology
I have entered the reselection store credit into your account (based on
what you originally paid for the sofa, loveseat, and Goof Proof Protection)
This store credit will allow you to reselect to a different set,
please visit any of our showroom locations to access this credit with a sales
professional within the next two months (credit expires on 9.10.2015)We will cover the cost of the new delivery fee on the new sales order due to the defective sofa
We will expect to remove the current merchandise (sofa and loveseat) you have
in your possession on the same date we deliver your new selectionI have asked
that the parts order pending for you be canceled, if for any reason you receive
these parts due to them already being in route to you please feel free to send
these parts back with the delivery team that comes to your home to deliver your
new set or discard of them at your own discretion
Your store credit can be accessed directly under this order
number: *** and we thank you for giving us the
opportunity to make our failures right by you
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I understand that you are indicating that the part is not covered as part of the Goof Protection that I purchased; however, I would like someone to point exactly where it is indicated that this particular part is not covered? There is no indication on the paper work provided to me that this particular part is not included in the protection plan Where does it specifically say that the remote is not included in the plan and I understand today it is part of the plan This is the reason for my complaint and the reason why I will not be shopping at your establishment in the futureI am happy to say that I was able to find the part myself for $30; it's even more upsetting that you want to charge me $for a part that I as able to get for $
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that there have been
delays. Bob’s is the retailor, not the manufacturer. There are times with the manufacturers we
purchase from are delayed in there fulfillment of our orders. This applies to parts as well as
merchandise. When there is such a delay
we can certainly offer alternate recourse.
We have done so in this case the customer is set up for an exchange of
the ottoman and this is scheduled for delivery on
We certainly hope that this will correct the issue. We are sincerely sorry for the concerns
represented in this complaint
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I really wished I had done my homework on Bob's before spending thousands of dollars furnishing my new place The first delivery was missing legs to the loveseat, a damaged drawer on my queen size storage bed, one damaged drawer on one of my daughters' twin storage bed and missing three drawersI wasted minutes trying to explain what was missing/wrong from my delivery The thick headed rep sounded like she got it WRONG! Second delivery, they brought a love seat(which was NOT needed), my replacement for the queen drawer that was damaged, but no twin drawers WHAT?! Again the delivery guy and I spent almost an hour speaking to a rep about the screwed up orderwe both explained that the twin beds needed four drawers, not three THIRD delivery was not the charm, they sent THREE drawers for the twin beds but one wouldn't even fit!! I started to feel like I was being punked, seriously! So THIS delivery guy sees how frustrated I am and clearly tells them that I just need two brand new beds I demanded to speak to a manager and was mysteriously disconnected Oh yes, I called back! It was explained to me that I must make another selection because they would not be making another attempt to correct this issue since they failed me three times alreadyHuh?! So here I am saddled with the task of telling my and year old girls that the beds they have been sleeping on for three weeks and actually love, have to be returned I proceeded to look at beds in their EPIT section while I was on the phone with the rep and told him that I fould two replacement beds He tells me that the furniture must be returned so it can be scanned in the warehouse and only then would I get a gift card to purchase the new bedsThese people need training on how to satisfy their customers and maintaining loyalty amongst them NEVER AGAIN will I shop at this horrible storeI wonder if they actually read all of the reviews on ***, sure wish I had, would have save me a lot of headache
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and accepted their response based on the most recent delievery (12/1/2016) and execution of said delivery by the delivery team representing Bobs Discount Furniture store on ** *** *** ***
My children Love their new bed and as the parents we are happywith that, we finally recieved the service we expected, unfortunately we will not utalize the store on ** *** *** ** in future
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
they didn't offer any discounted merchandiseI paid the price of the package deal and it was more that was approved the day of the order of this is what you call "making it right" I will make it right and never shop here again I will also make sure my family and social media friends see this insane way of doing business I will now make it my cause to get this info out to my friends and family I would hate the many people who I do know to cease going here but they must know you have no intention of helping the customers who are paying with no issue and waiting on delivery to only have it incorrect, wrong items, store manager laughing in your face and be offered a refund of delivery what a joke this is
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jenn to
rectify the situation and reach a satisfactory outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com-
We are very sorry that this customer has had
difficulties with our mattresses. We see
that we set up a service technician to come out to the home to complete a
mattress inspection. This has not been scheduled
and is still pending.
We would not be able to offer any recourse
without a certified technician report.
Please call at your earliest convenience to schedule the technician to
come to the home
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickupOur mattresses and motion
furniture may carry additional factory guaranteesYou must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to youIf the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one timeIf the item is no longer available,
you may reselect to other merchandise or we will refund the purchase priceIn
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected itemMerchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Good Morning ***,
Again, we are terribly sorry that we were unable to fully deliver
the merchandise that you had on ‘Price Protection’ with usWe have completed
extensive research and follow up with our retail location to ensure that they
are always honoring the policy that we have in place which includes the
agreement I had previously attached
In regards to how we communicate the ‘Price Protection’ agreement
to customers other than the formal agreement form being filled out:
I have attached a copy of
your original signed sales invoice that denotes (right side) that this is on a
‘Price Protection’ delivery block and I have also attached the trifold that I am
certain your original documents were handed to you in, that indicates clearly
that our ‘Price Protection’ is not a layaway program
As I was not personally present at the time of sale or during the
interactions you had within our retail location I am unable to work strictly
off of the alleged experience you cite to have had during the period you were
making payments on this sales orderI have been with our business for nearly
ten years and this is the first time I am learning of an unhappy customer who
has purchased by way of ‘Price Protection’On an extremely large scale the
appropriate procedures we already have in place for this option are being
followed
I am certainly not denying the fact that in your specific scenario
our retail location made a mistake by not properly having you fill out the complete
agreement form and we have addressed this need for coaching based off of your
feedbackWe appreciate your escalation of this concern and thank you for
taking the time to bring this failure to our attention We remain disappointed that we were unable to
provide you with the merchandise you selected and as a further form of apology
we can offer you a $Bobs Discount Furniture Gift CardWe do hope you
will accept this apology and see it as our attempt to offer you a cash and
carry accessory (lamp, picture frame, accent table, home décor, etc.) from our
showroom as a most tangible apology
Kind
Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the alleged miscommunication during
the time we set up your reselection creditI am also very sorry to report to
you that there was a glitch in our recording system during the time you were
speaking with our customer care agent, due to this glitch I am unable to
confirm or deny the information you allege was provided to you during this
call
Bobs Discount Furniture does wish to resolve your concern with a
fair option for resolution and in an effort to extend care to you we can
provide you with a 35% credit based on the original price you paid for the
sofaI did attempt to call you this morning (-11:00am) to speak with
you directlyAs I was unable to reach you I left you a message with my direct
contact information
Your original invoice reflects that you paid $for this
sofa, a 35% credit would total at $We can provide you with this credit
via a monetary refund or a Bobs Discount Furniture Store creditIf you would
like to accept this credit Bobs Discount Furniture will not offer future
services or replacements on this sofaYour Goof Proof protection for
accidental damages would still be active through the Guardian company for the
remainder of five year plan you purchased at the time of this sale
Please let me know if you would like to accept this option for
resolution through this channel or by returning my voicemailI apologize to
you again and assure you that it is never our intention to cause our valued
customers frustration
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am very
sorry to learn of ***’s concerns with this chairWe do understand our
customer’s frustration and have gone above our technician’s report to offer him
an option for resolutionI assure *** that Bobs Discount Furniture
genuinely cares about resolving our customer’s concerns and we have provided
*** with a direct example of this careI also apologize that ***’s
version of what transpired at the time of service is different from the report
we are being provided and I have taken the appropriate actions to ensure our
technician is followed up with on this complaint
Our records
reflect that on (yesterday) we entered a replacement part order for
the arms on ***’s chairThe chair may have not been repairable during the
initial inspection but with brand new factory fresh parts (new arms), installed
by a professional, in all reality the chair will be in better condition then it
would be coming off of our assembly line for a new delivery attempt as it is receiving
one on one attention
We
continually resolve our customer’s product concerns with replacement parts and
quality installations; we also hold great pride in our technician’s abilities
to satisfy our customersWe do take responsibility and owner ship for the
product failure our customer is experiencing and we most certainly can speak
with *** about compensationRight now our main goal is to ensure our customer
is completely satisfied with the merchandise he has purchased from us and we
currently have the part order scheduled to resolve his concernOnce the new
parts have been installed by our technician *** will have the opportunity to
speak with a Customer Care Agent prior to our technician leaving his homeI
have notated ***’s account to state that compensation for the frustration ***
has had to endure should be discussed with him after we have brought his chair
back to better than showroom quality
I apologize
to *** again for the disappointment he has been dealing with and thank him
for providing us with this complaint so that we can always work to improve our
customer’s experience
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
I apologize to you again that
this concern is causing you and your family members such stress I can certainly
understand your need to have this issue resolvedWe do not deny that other
complaints have been made however, after we properly educate the consumer and
assure them of the precautionary measures we take; the complaint is dropped
Please know that I have no intention of placing blame for this concern within
my communications to you and I truly wish that there was something we could
offer to assist you in this circumstance but Bobs Discount Furniture does not
sell products infested with pests and the massive amount of public education
that is available educates us all that bed bugs are not the result of
purchasing new furniture
Please know that while bed bugs
do not come from factory fresh home furnishings they are also not the result of
an uncleanly homeBed bugs are just sneaky stow-a-ways, and are excellent at
finding ways to travel right into your own homeThey travel most often in
places like hotels, motels, shelters, apartment complexes, dorm rooms,
recreational areas, and even movie theaters
If you reside
in a multi dwelling complex, especially one that you are renting, you should
contact the property owner and demand that your home be treated by a
professionalApartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holesEven if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was bed
bug freeSurprisingly, the bed bugs could have already been there for months
waiting for the new tenants to come through the doorThey can actually survive
for up to six months in between feedings and are experts when it comes to
hidingThe second you put your bag down, they can jump into it and you would
never know it until after you’ve gone home
Bed bugs have
also been found in locations where there is a large congregation of people such
as schools; since you mention that you have children it is possible that they
could have piggy backed onto the children’s back pack and entered into your
home through this channel
I am so sorry
that you have to deal with this concern and I apologize again that Bobs
Discount Furniture is unable to take responsibility for an occurrence that was
not caused by the furnishings you purchased from us
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their delivery experience with us
I have already become aware of this account through
other channels, we have reached out to this customer and offered a reselection
credit, we are working to rectify the situation and reach a satisfactory
outcome
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
10pt;">Please pass on our sincerest apologies for the poor
experience our customer cites to have endured
As of the customer account was updated with a
reselection credit and there is a new sales order pending for this customer
At this time we consider this concern resolved, please have
the customer advise us if any other assistance is needed at this time
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry we were not able
to complete this
delivery and caused this customer frustration.
We have picked up the merchandise and the Wells Fargo account refund
will be processed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in the workmanship of our technicianWe most certainly take responsibility for
this concern and further apologize for the lack of care our customer’s claim
was addressed with
In researching this concern I have found that the customer
elected to post/make a claim thru more than just the Revdex.com regarding their disappointment
The customer has been contacted back by our offices from one of the other postings
At this time we are meeting the customer’s desired settlement to have
replacement parts ordered for them and get these chairs back to the good
quality seating they expectThe order for replacement parts has been entered
into their account as of
At this time we consider this concern resolved and apologize
to our customer again for the time they have spent seeking resolution to their
furniture concerns
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have
attempted to make contact with this customer by phone and email today
(12.24.2015) in response to their concern
I have
conveyed my apologies to our customer as we are obviously very embarrassed
about the behavior reported in this complaint
I am
currently waiting on the customer to follow up with me directly, as this type
of situation is extremely far from any sense of normalcy for our company it
will benefit our customer most if we are able to communicate on a more direct
basis regarding this concern
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us We are very sorry if the agent handling the
call did not represent Bob’s in a professional manner.
While we would not be able to offer a refund on this piece, it has been in the
home since February and has not been determined to have a manufacturing
defect. We would be willing to offer a
Bob’s Gift Card for the amount of the purchase which was $60. If you accept this offer we will have the
gift card processed and emailed to you at the email address on this
complaint. The bed frame can then be
kept or disposed of
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We will honor the customer’s request for a refund of the delivery
fee ($99.99) as a final form of our apologyPlease advise the customer that
all paperwork needed for this transaction has been entered from our end and no action
is required from the customer at this time
There are so many errors that occurred in this customer’s account
and so many learning and coaching opportunities, I would like the customer to
keep the gift card as well. There are a
lot of small carry out items available in every Bob’s store. Maybe you will be able to find a pair of
lamps, a wall hanging or statue that you love.
I hope that help to ease the frustration I am sure you have endured.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
My first delivery had more than just a "scuff" on the sofa the delivery person told us there was a hole and one of the boards for the bed set was broken I do not want a credit for more Bobs furniture that I am sure will break or become damaged after a few months I understand your policy but with such a short time line it makes me think Bobs understand their product is cheaply made and does not even stand by it for a year As I said before I know you give money refunds as I know someone personally who received one from you because their leather sofa cracked and peeled after a few years If they received a refund after a few years why can't we for a few months? Between my sofa defects and his leather cracking a peeling there is nothing in Bob's store I would trust to purchase because I am sure in another year it will look a mess
Sincerely,
*** ***
Good Morning Brandon,
I 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 while seeking to rectify warranty claims
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
The springs on your sofa were deemed to be experiencing a concern as a result
of the manufacturer defect and this is
covered under the warranty directly provided by the vendor to the purchaserAs
per our service policy (outlined on your original invoice) you are granted a
one time replacement option on the affected itemYour account does not
indicate that you are experiencing any concern with the loveseat you have in
the home but given the poor experience you have endured we are happy to offer
you a reselection store credit on the loveseat as well as a further form of our
apology
I have entered the reselection store credit into your account (based on
what you originally paid for the sofa, loveseat, and Goof Proof Protection)
This store credit will allow you to reselect to a different set,
please visit any of our showroom locations to access this credit with a sales
professional within the next two months (credit expires on 9.10.2015)We will cover the cost of the new delivery fee on the new sales order due to the defective sofa
We will expect to remove the current merchandise (sofa and loveseat) you have
in your possession on the same date we deliver your new selectionI have asked
that the parts order pending for you be canceled, if for any reason you receive
these parts due to them already being in route to you please feel free to send
these parts back with the delivery team that comes to your home to deliver your
new set or discard of them at your own discretion
Your store credit can be accessed directly under this order
number: *** and we thank you for giving us the
opportunity to make our failures right by you
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I understand that you are indicating that the part is not covered as part of the Goof Protection that I purchased; however, I would like someone to point exactly where it is indicated that this particular part is not covered? There is no indication on the paper work provided to me that this particular part is not included in the protection plan Where does it specifically say that the remote is not included in the plan and I understand today it is part of the plan This is the reason for my complaint and the reason why I will not be shopping at your establishment in the futureI am happy to say that I was able to find the part myself for $30; it's even more upsetting that you want to charge me $for a part that I as able to get for $
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that there have been
delays. Bob’s is the retailor, not the manufacturer. There are times with the manufacturers we
purchase from are delayed in there fulfillment of our orders. This applies to parts as well as
merchandise. When there is such a delay
we can certainly offer alternate recourse.
We have done so in this case the customer is set up for an exchange of
the ottoman and this is scheduled for delivery on
We certainly hope that this will correct the issue. We are sincerely sorry for the concerns
represented in this complaint
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I really wished I had done my homework on Bob's before spending thousands of dollars furnishing my new place The first delivery was missing legs to the loveseat, a damaged drawer on my queen size storage bed, one damaged drawer on one of my daughters' twin storage bed and missing three drawersI wasted minutes trying to explain what was missing/wrong from my delivery The thick headed rep sounded like she got it WRONG! Second delivery, they brought a love seat(which was NOT needed), my replacement for the queen drawer that was damaged, but no twin drawers WHAT?! Again the delivery guy and I spent almost an hour speaking to a rep about the screwed up orderwe both explained that the twin beds needed four drawers, not three THIRD delivery was not the charm, they sent THREE drawers for the twin beds but one wouldn't even fit!! I started to feel like I was being punked, seriously! So THIS delivery guy sees how frustrated I am and clearly tells them that I just need two brand new beds I demanded to speak to a manager and was mysteriously disconnected Oh yes, I called back! It was explained to me that I must make another selection because they would not be making another attempt to correct this issue since they failed me three times alreadyHuh?! So here I am saddled with the task of telling my and year old girls that the beds they have been sleeping on for three weeks and actually love, have to be returned I proceeded to look at beds in their EPIT section while I was on the phone with the rep and told him that I fould two replacement beds He tells me that the furniture must be returned so it can be scanned in the warehouse and only then would I get a gift card to purchase the new bedsThese people need training on how to satisfy their customers and maintaining loyalty amongst them NEVER AGAIN will I shop at this horrible storeI wonder if they actually read all of the reviews on ***, sure wish I had, would have save me a lot of headache
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and accepted their response based on the most recent delievery (12/1/2016) and execution of said delivery by the delivery team representing Bobs Discount Furniture store on ** *** *** ***
My children Love their new bed and as the parents we are happywith that, we finally recieved the service we expected, unfortunately we will not utalize the store on ** *** *** ** in future
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
they didn't offer any discounted merchandiseI paid the price of the package deal and it was more that was approved the day of the order of this is what you call "making it right" I will make it right and never shop here again I will also make sure my family and social media friends see this insane way of doing business I will now make it my cause to get this info out to my friends and family I would hate the many people who I do know to cease going here but they must know you have no intention of helping the customers who are paying with no issue and waiting on delivery to only have it incorrect, wrong items, store manager laughing in your face and be offered a refund of delivery what a joke this is
Sincerely,
*** ***