Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to learn that you are disappointed in the
quality of the merchandise you have selected from Bobs Discount FurnitureOur
records indicate that you have yet to contact our Customer Care Department at
all prior to posting this complaint via the Revdex.comI further apologize that you
felt the need to escalate your concern so highly because I assure you our
Customer Care Department is in place to aide all of our valued customers in
resolving their concerns in the most efficient manner
As I have no account of what your actual concern is with
this recliner, I ask that you please elaborate on what troubles you so that I can
further research your complaint and provide you with a fair option for
resolutionYour chair is currently covered under a five year factory guarantee
period through Bobs Discount Furniture and we would be happy to take ownership
for any manufacturing concerns you feel this model hasShould your concern
stem from preference only we will still be able to provide you with a fair
option for resolution; however certain fees may be incurred to you as we would
be working above our company policies (acknowledged by your signature at this
time of sale) and making an exception to satisfy a personal preference concern
I eagerly await your response via this channel as I am very
willing to help you resolve this complaint
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
hi I was writing back again dissatisfied with this company! We did finally recieve our furniture last Wednesday and we were told that $dollars would be given to us for compensation for what we had been through! We were told to call back the next day and someone would place it back on the card for usNow here we are again and it's been a week and three days and still nothing!!! I have left a few messages with the same lady I had dealt with during the furniture incident and she will not answer nor call backWe are just so unhappy again and I still do not understand why this company is not putting our customer satisfaction first
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
From: *** ***
Sent: Tuesday, May 20, 8:AM
To: Revdex.com
Subject: Complaint ID ***
Good morning
As the furniture does not have leather rot, I accept the business's response to resolve this complaintI will take 80% store credit in exchange for the damaged furniturePlease let me know when this will be made available to me
Thank you,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns
that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"">
Please pass on our sincerest apologies to our customer for the level of frustration
we have caused them to feel
We certainly want to make sure our customer’s concerns are handled
fairly and adequately under the terms of their purchased protection planI
have reached out to *** via telephone today and provided her with my direct
contact information (phone number) for further follow up
If it pleases *** to communicate thru email instead of phone I can
also be reached via *** *
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to hear about the terrible experience you
have had with Bobs Discount FurnitureI assure you that we always seek to
provide our customers with the best options available to them while working
within the needs of our businessI would be happy to take a look into your
account and see if there is anything else I can offer you to satisfy your concern
and ultimately win your trust back in our business
I am unable to access the sales order that you have
indicated you purchased from us with the information you have provided in this
complaintCan you please respond to me and provide me with your account
information so that I can perform a secondary review on the options you were
offered?
Any of the following information will be extremely helpful:
The full name listed on your sales invoice
The phone number listed on your sales invoice
The delivery address of the merchandise
The sales order number reflected on your invoice
Thank you for your time *** and I am eager to receive your
response so that I can help you further
Kind Regards,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
I contacted *** this afternoon (9.29.2015) and apologized for
the terrible experience she has endured with this purchase from usThe comments regarding the lack of care she
and her family received are very important to usWe want customers to love
shopping with Bobs, so reading a report of such a disturbing experience with
our associates is a serious concern for usWe find the behaviors reported here
inexcusable and know it is upsetting when someone who should be serving you is
disrespectfulWe do hope our customer can accept our deepest apologiesWe
have begun addressing the obvious coaching concerns our customer has brought to
our attention within our staff and will take appropriate action
At this time we do have an open apology offer of a $refund
to the customer’s method of payment
During our conversation today *** advised me that it wasn’t her
preferred time to talk about this concern, she further informed me that she
wanted to speak with her lawyer about the refund offer we have made prior to
fully having it processed*** advised me that she or her Husband (***)
would be contacting me back directly to discuss this concern at their convenience
I look forward to speaking with *** and/or *** with the hope
that I can somehow earn even just a little bit of their trust back in our
business
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
I bought a chair January it broke a month laterthey replaced it with another oneless than six months that one brokeFiled warranty claim to replace in February not Having no money to re-buy furniture a year later I went to the outlet to purchase something with the warranty creditI rented a *** after speaking with customer service about the fact that I couldn't use the warranty onLine I'd have to physically go into the store to purchase something with the warranty I told them I will be going to Secaucus where it's more reasonably priced and I will be renting a *** truckI asked specifically if I could take the broken piece of crap back with me they said noI get out there tell the people I'm using the warranty, tell them the piece is in my house and is going to be picked up the next daythey say go pick out something I come back with something picked out all of a sudden I cant use the warranty because the furniture is still there even though it's going to be picked up in less than hoursI pay for a truck I had someone come with me for the muscle, from miles away and they can't do anything about it knowing that the broke one was going to be picked up and I borr the expense of coming out there on my own to get something else because the warranty claim is *** and riddled with asinine stipulationsafter all this, broke chairs, three attempts to bring the second one till they got it right, total inconvenience and now me wasting money on a truck to go out there to have them tell me I can't they can't do anything for methe worst customer service everno Humanity, robotic clones.a trained monkey could do the crap they do thereit's ridiculousNo type of empathy whatsoever for the customer the people on the phones tell u one thing and the store does wat they want long as they dont help customerThe store is very non accommodating and I would steer anyone and everyone from ever purchasing anything from there againAll they can say is sorry that's the lamest thing I've heard in my lifeTry putting themselves in customer shoes maybe they cud deal with reality and get something done rightI just wanna use warranty that I paid for for furniture that aint broke and causing my company back painand to be done with this company and itsbsorry excuse for customer service
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I just finished leaving you a voice message on the number
you provided us within this complaintAs stated in my message since I wasn’t able
to reach you I will outline the courtesy option for resolution we can provide
your mother with at this time
Your mother’s chair was delivered on 12/15/and we have received
no report of concern within the one year Bob’s factory guarantee period we
provided on this chair at the time of saleThe additional protection plan your
mother purchased is called “Goof Proof” and as its name depicts, it is intended
to cover an accidental occurrence that causes damage to the furnitureWhen
making her claim under the plan she purchased, your mother did not state that
an accident occurredThe company that manages this plan is called *** and
their records indicate that your mother explained that she did not know how the
chair became damaged and that is the reason as to why this claim was denied for
coverage
Even though the Bobs warranty on the chair is now long expired,
we did send a service technician to your mother’s residence on to
complete any repair he could on the chair to the best of his abilitiesThis
service was provided at no charge to your mother and regretfully his report
indicates that the chair itself is damaged beyond repair, the report further
reads that the cause of this damage was not related to a factory defectAs a
retailer we are in debt to cover our valued customers’ factory defect damages
under their warranty period with Bobs and in this case your mother’s chair is
not experiencing a damage as a result of a defect and is very far outside the
period we agreed to offer coverage throughThe Bobs Warranty period can be
found on your mother’s original sales invoice and the Goof Proof Plan is an
extremely valuable resource when it is used within its intended guidelines
As an extreme courtesy we can offer to credit your mother’s
account for 80% of the cost she paid for the chair and ottoman setThis credit
is one that she could use within the next two months to return to our showroom
and select either the same chair/ottoman or choose a different chair that may
fit her needs betterBecause we are working above and beyond policies and
guidelines to satisfy this concern we will ask that should your mother want her
new item delivered she pays a new delivery fee based on the pricing of the merchandise
she picks outWe always keep our delivery fees separate from our merchandise
cost and maintain that the delivery is a service within itselfI must disclose
that we will expect to remove this current chair/ottoman set before or on the
same date we deliver the new merchandise your mother selects and we will cover
the cost of removing and disposing of the current item in this home
Please let me know through this Revdex.com channel if you would
like to accept this option for resolution on your mother’s behalf and I will process
the credit and have our retail location reach out to you to confirm completion
I apologize that your mother is experiencing any disappointment in her product
and we are eager to help resolve your concern in a fair manner
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** and her husband *** this morning
(7.29.2014)We have agreed on a resolution option to provide satisfaction to
our valued customers in this time of concernWe are very sorry for the lack of
care that was applied to our customer’s concerns and we appreciate the feedback
we have been provided here so that we can improve all of our customer’s
experiencesWe hope to have gained *** and ***’s trust back in our business
today
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">After a complete review of *** account I felt it
necessary to contact our customer and establish a direct channel for
communicationsI spoke with *** this afternoon (7.8.2015) and I am
currently in the process of reviewing this concern in more detail to see how we
can assist our customer on a direct basis
At this time *** has agreed to email me photos of her
furniture, after a review of these photos I am prepared to personally follow up
with *** to explain what type of one time courtesy offer we are able to
provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** *** %
Complaint: ***
I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problemThe customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representativesWe have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised dateThis does not satisfy or recitfy the problem caused by the deceitful delivery practiceIt's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employeeI am happy to share the video footage as proof of their actions!!
I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
face="Calibri">I feel terrible and extremely embarrassed after reading about this
customer’s experience with usI
don't blame our customer 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 our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase
The
comments regarding the service received by our delivery and customer care teams
are very important to usWe want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for usIt is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologiesWe have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the failures
represented in this
complaint. We do not believe this is the
experience that any of our customers should have to endure.
We do absolutely offer compensation for our failures. We do not however compensate for lost
wages. We do believe in being fair across
the board with our customer’s.
Compensating for lost wages would be showing preferential treatment towards
a group or groups. We do base our
compensation offer on our failures solely.
The refund of $has been created. The customer must call in with the original
credit card used, *** ***. For security purposes we are only able to see
the last four digits of the original card used.
We would need the entire card number to process the refund. The customer can either call customer care
with the card in hand, or stop by the store.
Once the card number has been entered into the credit the credit will be
released to the *** card for refund.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
As my wife and I were shopping around for a furniture set we felt compelled to go back to Bob's for a number of reasonsThey had good variety, good pricing, a protection plan and friendly sales staffCome to find out the sales staff is just telling you what you want to hearWhen we were telling our salesman about how we had a puppy, just bought a house and were looking to start a family and didn't want to buy a expensive set due to the fact it may get ruined, they told us that if we purchased *** *** ***" that accidental pet or otherwise damage would be covered it was a no-brainerFast forward to when we bought the $worth of furniture and had to file a claimWe were moving the new set around to arrange it to our living room and a seam toreI called *** and they said it was not covered because "Seams are excluded"Now, I will give credit to Bob's because they are going to come and fix the itBut when our dog was left out, she tore hole into one of the cushionsWhen I called guardian they said Pet damage was excludedThe only thing it would cover would be urine a petWhen a sales staff is just telling you things that you want to hear to meet quotas and such, I instantly move toward shedding the blame on managementFor me, I have to now spend $on a cushion(the piece of furniture was $280, so clearly they are marking up replacement parts as a business move) and more than likely will never be able to use the goof proof that was $It will be the last time I go to Bob's because I find them untrustworthy enough to not get my money
Good Morning Revdex.com,
"">
Please give *** my sincerest apologies for this
terrible experienceIt is never our intention to disappoint our customers or
make them feel like we are not empathizing with their concernsI would like
nothing more then to be able to provide our customer with a resolution she
finds satisfactoryThis is certainly not the way we normally conduct our
business and I apologize again that *** and her family members have had to
take time away from their lives to get this concern rectified
I am currently unable to locate the sales order or
account that has this purchase/delivery within itI have checked under ***’s
phone number, name, address, and email address - my search continues to return
no accountsCan you please ask *** to respond with information pertaining to
the sales order for this merchandise so I can locate this account and begin
researching what options we may have to offer for recourse?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank
You for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
p.sin good faith we are hoping the next mattress will be up to high quality standards and that it will come with new warranty/guarantee as of the date we receive the new mattress with no defectsI understand from calling the store the delivery charges will be 30-dollars and will be taking old mattress at that timeLooking forward to hearing back as to when the credit is available and how to go about getting new mattressWe would like to go to store as soon as possible to replace this defective mattressThank you in advance for your help in this matterPlease use phone number *** if you need to leave message or get in touch with me
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to learn that you are disappointed in the
quality of the merchandise you have selected from Bobs Discount FurnitureOur
records indicate that you have yet to contact our Customer Care Department at
all prior to posting this complaint via the Revdex.comI further apologize that you
felt the need to escalate your concern so highly because I assure you our
Customer Care Department is in place to aide all of our valued customers in
resolving their concerns in the most efficient manner
As I have no account of what your actual concern is with
this recliner, I ask that you please elaborate on what troubles you so that I can
further research your complaint and provide you with a fair option for
resolutionYour chair is currently covered under a five year factory guarantee
period through Bobs Discount Furniture and we would be happy to take ownership
for any manufacturing concerns you feel this model hasShould your concern
stem from preference only we will still be able to provide you with a fair
option for resolution; however certain fees may be incurred to you as we would
be working above our company policies (acknowledged by your signature at this
time of sale) and making an exception to satisfy a personal preference concern
I eagerly await your response via this channel as I am very
willing to help you resolve this complaint
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
hi I was writing back again dissatisfied with this company! We did finally recieve our furniture last Wednesday and we were told that $dollars would be given to us for compensation for what we had been through! We were told to call back the next day and someone would place it back on the card for usNow here we are again and it's been a week and three days and still nothing!!! I have left a few messages with the same lady I had dealt with during the furniture incident and she will not answer nor call backWe are just so unhappy again and I still do not understand why this company is not putting our customer satisfaction first
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
From: *** ***
Sent: Tuesday, May 20, 8:AM
To: Revdex.com
Subject: Complaint ID ***
Good morning
As the furniture does not have leather rot, I accept the business's response to resolve this complaintI will take 80% store credit in exchange for the damaged furniturePlease let me know when this will be made available to me
Thank you,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns
that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"">
Please pass on our sincerest apologies to our customer for the level of frustration
we have caused them to feel
We certainly want to make sure our customer’s concerns are handled
fairly and adequately under the terms of their purchased protection planI
have reached out to *** via telephone today and provided her with my direct
contact information (phone number) for further follow up
If it pleases *** to communicate thru email instead of phone I can
also be reached via *** *
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to hear about the terrible experience you
have had with Bobs Discount FurnitureI assure you that we always seek to
provide our customers with the best options available to them while working
within the needs of our businessI would be happy to take a look into your
account and see if there is anything else I can offer you to satisfy your concern
and ultimately win your trust back in our business
I am unable to access the sales order that you have
indicated you purchased from us with the information you have provided in this
complaintCan you please respond to me and provide me with your account
information so that I can perform a secondary review on the options you were
offered?
Any of the following information will be extremely helpful:
The full name listed on your sales invoice
The phone number listed on your sales invoice
The delivery address of the merchandise
The sales order number reflected on your invoice
Thank you for your time *** and I am eager to receive your
response so that I can help you further
Kind Regards,
*** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
I contacted *** this afternoon (9.29.2015) and apologized for
the terrible experience she has endured with this purchase from usThe comments regarding the lack of care she
and her family received are very important to usWe want customers to love
shopping with Bobs, so reading a report of such a disturbing experience with
our associates is a serious concern for usWe find the behaviors reported here
inexcusable and know it is upsetting when someone who should be serving you is
disrespectfulWe do hope our customer can accept our deepest apologiesWe
have begun addressing the obvious coaching concerns our customer has brought to
our attention within our staff and will take appropriate action
At this time we do have an open apology offer of a $refund
to the customer’s method of payment
During our conversation today *** advised me that it wasn’t her
preferred time to talk about this concern, she further informed me that she
wanted to speak with her lawyer about the refund offer we have made prior to
fully having it processed*** advised me that she or her Husband (***)
would be contacting me back directly to discuss this concern at their convenience
I look forward to speaking with *** and/or *** with the hope
that I can somehow earn even just a little bit of their trust back in our
business
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
I bought a chair January it broke a month laterthey replaced it with another oneless than six months that one brokeFiled warranty claim to replace in February not Having no money to re-buy furniture a year later I went to the outlet to purchase something with the warranty creditI rented a *** after speaking with customer service about the fact that I couldn't use the warranty onLine I'd have to physically go into the store to purchase something with the warranty I told them I will be going to Secaucus where it's more reasonably priced and I will be renting a *** truckI asked specifically if I could take the broken piece of crap back with me they said noI get out there tell the people I'm using the warranty, tell them the piece is in my house and is going to be picked up the next daythey say go pick out something I come back with something picked out all of a sudden I cant use the warranty because the furniture is still there even though it's going to be picked up in less than hoursI pay for a truck I had someone come with me for the muscle, from miles away and they can't do anything about it knowing that the broke one was going to be picked up and I borr the expense of coming out there on my own to get something else because the warranty claim is *** and riddled with asinine stipulationsafter all this, broke chairs, three attempts to bring the second one till they got it right, total inconvenience and now me wasting money on a truck to go out there to have them tell me I can't they can't do anything for methe worst customer service everno Humanity, robotic clones.a trained monkey could do the crap they do thereit's ridiculousNo type of empathy whatsoever for the customer the people on the phones tell u one thing and the store does wat they want long as they dont help customerThe store is very non accommodating and I would steer anyone and everyone from ever purchasing anything from there againAll they can say is sorry that's the lamest thing I've heard in my lifeTry putting themselves in customer shoes maybe they cud deal with reality and get something done rightI just wanna use warranty that I paid for for furniture that aint broke and causing my company back painand to be done with this company and itsbsorry excuse for customer service
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I just finished leaving you a voice message on the number
you provided us within this complaintAs stated in my message since I wasn’t able
to reach you I will outline the courtesy option for resolution we can provide
your mother with at this time
Your mother’s chair was delivered on 12/15/and we have received
no report of concern within the one year Bob’s factory guarantee period we
provided on this chair at the time of saleThe additional protection plan your
mother purchased is called “Goof Proof” and as its name depicts, it is intended
to cover an accidental occurrence that causes damage to the furnitureWhen
making her claim under the plan she purchased, your mother did not state that
an accident occurredThe company that manages this plan is called *** and
their records indicate that your mother explained that she did not know how the
chair became damaged and that is the reason as to why this claim was denied for
coverage
Even though the Bobs warranty on the chair is now long expired,
we did send a service technician to your mother’s residence on to
complete any repair he could on the chair to the best of his abilitiesThis
service was provided at no charge to your mother and regretfully his report
indicates that the chair itself is damaged beyond repair, the report further
reads that the cause of this damage was not related to a factory defectAs a
retailer we are in debt to cover our valued customers’ factory defect damages
under their warranty period with Bobs and in this case your mother’s chair is
not experiencing a damage as a result of a defect and is very far outside the
period we agreed to offer coverage throughThe Bobs Warranty period can be
found on your mother’s original sales invoice and the Goof Proof Plan is an
extremely valuable resource when it is used within its intended guidelines
As an extreme courtesy we can offer to credit your mother’s
account for 80% of the cost she paid for the chair and ottoman setThis credit
is one that she could use within the next two months to return to our showroom
and select either the same chair/ottoman or choose a different chair that may
fit her needs betterBecause we are working above and beyond policies and
guidelines to satisfy this concern we will ask that should your mother want her
new item delivered she pays a new delivery fee based on the pricing of the merchandise
she picks outWe always keep our delivery fees separate from our merchandise
cost and maintain that the delivery is a service within itselfI must disclose
that we will expect to remove this current chair/ottoman set before or on the
same date we deliver the new merchandise your mother selects and we will cover
the cost of removing and disposing of the current item in this home
Please let me know through this Revdex.com channel if you would
like to accept this option for resolution on your mother’s behalf and I will process
the credit and have our retail location reach out to you to confirm completion
I apologize that your mother is experiencing any disappointment in her product
and we are eager to help resolve your concern in a fair manner
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** and her husband *** this morning
(7.29.2014)We have agreed on a resolution option to provide satisfaction to
our valued customers in this time of concernWe are very sorry for the lack of
care that was applied to our customer’s concerns and we appreciate the feedback
we have been provided here so that we can improve all of our customer’s
experiencesWe hope to have gained *** and ***’s trust back in our business
today
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">After a complete review of *** account I felt it
necessary to contact our customer and establish a direct channel for
communicationsI spoke with *** this afternoon (7.8.2015) and I am
currently in the process of reviewing this concern in more detail to see how we
can assist our customer on a direct basis
At this time *** has agreed to email me photos of her
furniture, after a review of these photos I am prepared to personally follow up
with *** to explain what type of one time courtesy offer we are able to
provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** *** %
Complaint: ***
I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problemThe customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representativesWe have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised dateThis does not satisfy or recitfy the problem caused by the deceitful delivery practiceIt's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employeeI am happy to share the video footage as proof of their actions!!
I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
face="Calibri">I feel terrible and extremely embarrassed after reading about this
customer’s experience with usI
don't blame our customer 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 our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase
The
comments regarding the service received by our delivery and customer care teams
are very important to usWe want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for usIt is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologiesWe have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the failures
represented in this
complaint. We do not believe this is the
experience that any of our customers should have to endure.
We do absolutely offer compensation for our failures. We do not however compensate for lost
wages. We do believe in being fair across
the board with our customer’s.
Compensating for lost wages would be showing preferential treatment towards
a group or groups. We do base our
compensation offer on our failures solely.
The refund of $has been created. The customer must call in with the original
credit card used, *** ***. For security purposes we are only able to see
the last four digits of the original card used.
We would need the entire card number to process the refund. The customer can either call customer care
with the card in hand, or stop by the store.
Once the card number has been entered into the credit the credit will be
released to the *** card for refund.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
As my wife and I were shopping around for a furniture set we felt compelled to go back to Bob's for a number of reasonsThey had good variety, good pricing, a protection plan and friendly sales staffCome to find out the sales staff is just telling you what you want to hearWhen we were telling our salesman about how we had a puppy, just bought a house and were looking to start a family and didn't want to buy a expensive set due to the fact it may get ruined, they told us that if we purchased *** *** ***" that accidental pet or otherwise damage would be covered it was a no-brainerFast forward to when we bought the $worth of furniture and had to file a claimWe were moving the new set around to arrange it to our living room and a seam toreI called *** and they said it was not covered because "Seams are excluded"Now, I will give credit to Bob's because they are going to come and fix the itBut when our dog was left out, she tore hole into one of the cushionsWhen I called guardian they said Pet damage was excludedThe only thing it would cover would be urine a petWhen a sales staff is just telling you things that you want to hear to meet quotas and such, I instantly move toward shedding the blame on managementFor me, I have to now spend $on a cushion(the piece of furniture was $280, so clearly they are marking up replacement parts as a business move) and more than likely will never be able to use the goof proof that was $It will be the last time I go to Bob's because I find them untrustworthy enough to not get my money
Good Morning Revdex.com,
"">
Please give *** my sincerest apologies for this
terrible experienceIt is never our intention to disappoint our customers or
make them feel like we are not empathizing with their concernsI would like
nothing more then to be able to provide our customer with a resolution she
finds satisfactoryThis is certainly not the way we normally conduct our
business and I apologize again that *** and her family members have had to
take time away from their lives to get this concern rectified
I am currently unable to locate the sales order or
account that has this purchase/delivery within itI have checked under ***’s
phone number, name, address, and email address - my search continues to return
no accountsCan you please ask *** to respond with information pertaining to
the sales order for this merchandise so I can locate this account and begin
researching what options we may have to offer for recourse?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank
You for the opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
p.sin good faith we are hoping the next mattress will be up to high quality standards and that it will come with new warranty/guarantee as of the date we receive the new mattress with no defectsI understand from calling the store the delivery charges will be 30-dollars and will be taking old mattress at that timeLooking forward to hearing back as to when the credit is available and how to go about getting new mattressWe would like to go to store as soon as possible to replace this defective mattressThank you in advance for your help in this matterPlease use phone number *** if you need to leave message or get in touch with me