Good Morning Revdex.com-
size="3">
We are very sorry that this mattress did
not live up to our expectations. Our
mattresses have the best warranties in the business; it is very rare that one
of our mattresses fails. We certainly
can offer to replace the mattress as it was clearly defective. We do not offer refunds on any merchandise
delivered into the home. The reselection
is in the system and the customer can go back to the store to reselect to a
different mattress or we can exchange for the same mattress. If the customer wishes to have the same
mattress delivered they can call customer care any time to set up the delivery, if the customer wishes to go back to the store
to look at our mattress selection, the credit is in the system for the
reselection.
We are very sorry for the issues with the
delivery team. It does sound as though
they may have been a new team, we apologize that the delivery was not completed
to the customer’s satisfaction. It is
not normally the team’s responsibility to put on the bed protector for the customer,
but is certainly something we can do. We
ask that when the customer schedules the new delivery, he asks that to be noted
in the delivery comments, so the team will be prepared for this task
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that this was such a
terrible
experience. I wish the customer had
reached out to Bob’s corporate office prior to now. This is really an unacceptable chain of
errors and miscommunications. We will be
addressing these failures internally. We
have set up a pick up for refund; the customer has chosen to keep the
mattresses. The refund will process to
the customer’s credit card once the pick up is completed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was able to return the sofa and I have a scheduled date for the 14th of Febuary to have it picked upHowever, with that being said the "Acceptance Now" plan has played this returned sofa into their favor, meaning that the return will go mostly into their pocket, leaving us with a paymemt plan starting from $with the bedAfter paying $I have basically payed the amount for the bed and with returning the couch I should be getting the bed paid offI am happy with Bob's for making it right with the couch but furious it got played in their favor
Sincerely,
*** ***
Good Morning Revdex.com-
Roman">
We are very sorry that this piece was not
delivered into the home with the correct seat cushion As the retailor and not the manufacturer of
furniture we are at the mercy of the manufacturers we purchase throughWe have
placed the part order for the customer. We
understand that this might be an inconvenience for the customer.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below)Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit). This 100% will be based off of the original
cost paid for the *** *** The cost
of the set, tax and *** *** Plus plan would all be included and the customer
would not have to pay a new delivery fee.
This is the only offer of resolution we
are able to makeIf the customer would like to accept, they can reply through
the Revdex.com mediation service and we will create the paperwork and email it to the customer
at this email address. Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I disagree with bobsthis couch has been replaced on multiple occasionsits sad that they dont backup their aggreementsi will never buy from them again and will encourage everyone I know of their business practices
Sincerely,
*** ***
Mr***,
Thank you for choosing Bob's Discount FurnitureI apologize the reclining sofa has failed to meet your expectations
Our records indicate that the sofa was delivered, June 6, and the manufacturer warranty expired June 6, 2011; It was not
until March 19, that you contacted our customer care department to express your concerns with the leatherThis sofa was advertised as leather everywhere the body touchesThe areas that you indicate are discolored as considered "high traffic" areas and will showcase most of the wear and tear
Given the date of delivery, date of reporting and type of damage being reported, our options for recourse are very limitedIf you prefer you may submit 3-pictures of the damaged areas as well as a picture showcasing the overall condition of the merchandise, upon reciept we will then determine what recourse if any we have to offerWhen submitting photos please enter your last name, *** and Revdex.com in the subject line
Good Afternoon Revdex.com,
face="Calibri">I contacted this customer this morning and provided my
direct phone number for any/all follow up
At this time our customer and I are working directly
together to establish the best course of action to resolve her concerns
We are deeply saddened by the feelings left behind from our
initial service visit and will work diligently to earn our customer’s trust
back in our business
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Afternoon Revdex.com,
Please pass on our sincerest apologies to
the customer as we were unable to supply the merchandise we originally promised
in a timely fashionI assure our customer that this delay was unintentional
and we wanted nothing more than to make this failure right by our customer
We do understand the reasons why our
customer requested a refund and we encourage our customer to review their
original sales invoice for the policies we disclosed at this time of sale (and
these policies are commonly signed as confirmed by the customer themselves
before leaving the store)Their sales invoice will disclose the length of time
expected with a ‘check payment’ reimbursement
In this customer’s specific case our
records indicate that their refund check was cut on and should be on
its way to them via mail
For reference the check number reflected in
our system is Check number:*** and the amount is for: $
We apologize again for the poor impression
our customer has been given of our business overall
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a bunk bed for my daughter'sI have made a complaint in the past about the poor assembly of the bed and they sent a tech out that "fixed" the problem but, refused to replace itThey left the mess that they created while cleaningn on the floor in the room.Here it is a year later and I'm still having the same problem with nails sticking out, split wood and broken slatsA tech came out againHe smelled as if he just drank a bottle of RumHe didn't want to return to the car and get his phone to call it inHe in turn used my phone and got frustrated when he couldn't get a hold of customer service and left saying it will delay his dayNOBODY ever called us from customer serviceI had to call three days laterIn his report he wrote he left and choose to call on the road because he did not want to argue with me and we had tape on the slats amongst other thingsWhich, were completely FALSEThis man blatantly lied on his report he was DRUNK and in a rushHe reported it just to make it appear as if it was our faultI have insurenace so I have no problem with using my insurance to replace my furnitureWhat I do have a problem with is falsified documentation, a tech who was cognitively impaired and calling customer service three times to speak with a manager and all three times no one called backMy children have no bed to sleep on and this has been going on for a monthBob's is a joke with very poor customer service and even worse techsThis is the second bunk bed I have purchased that was poor qualityI wouldn't recommend Bob's to my enemy
Good Morning Revdex.com,
face="Times New Roman">
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with
We have interacted
directly with this customer since their Revdex.com posting, the current account
information I can locate reflects the following:
The incorrectly delivered
dining room item concern was resolved on
The paperwork to have the
damaged table top replaced was arranged on the same date of the service call
(12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on
customer’ status
As
availability for delivery dates are based on sales happening in this customer’s
area in real time today we ask that the customer contact us directly to receive
the available dates of delivery we have for this table toWe are currently
unable to accommodate delivering it on the same day the rug is currently
scheduled for
The rug is scheduled for
delivery on
During our conversation
with the customer on our records indicate that the customer advised us
that they would continue to put reviews up about our organization unless we
agreed to one of their requestsIn response to these requests we advised the
customer that regretfully as a retail chain, and not a manufacturer, we have little
control over the availability of some productAs this is a shipment our
inventory system clearly expected in sooner there is always the chance that the
overseas shipping container will make it to our Distribution Center sooner than
the anticipated date we have right now
We did offer the customer an immediate compensation
accommodation ($refund of delivery fee paid), which the customer
accepted with the understanding that they would wait for the kitchen island to
come in for deliveryWe did also offer to work above the policies stated on
our sales invoice and remove the dining room furniture for a refund should the
customer be unable to wait for the island to become available; however the
customer’s account reflects that they happily chose the accommodation
compensation offer from us on and this refund has been processed to
the financing account used for this purchase
Please know the customer
is still able to cancel the kitchen island at anytime and receive a refund (as
stated on their sales invoice) and we have proactively worked above and beyond
in an effort to make any communication failures and/or product concerns right
by this individual customer
At this time the exchange
for the table top remains opened and unscheduled and we look forward to
speaking with the customer directly to get this delivery scheduledWe
apologize again for any unintended inconvenience the wait time on the kitchen
island continues to cause our customer and pledge to them that we remain just
as disappointed as they are that we have not been able to fulfil their entire
order
Good Morning Ms***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize the sofa and recliner you purchased in 2012 have failed to meet your quality expectationsI am pleased to learn, while researching your account
that our customer care agent was able to address your merchandise concerns on, June 20th; as a result we agreed to allow you to return the recliner for store credit and we have placed a part order to replace the sofa reclining mechanism
Bob's Discount Furniture understands the importance of customer satisfaction and we truly value your businessThe recourse we have offered you is fair and we hope that you feel the same
Sincerely,
*** ***
Dear Revdex.com,
We apologize that this has been an ongoing issue for the customer
"">
We did set up the part order for the customer; these
are not kept in stock and must be ordered from the vendor. I am showing that these were sent out
We are not able to authorize the team to leave this
piece without a signature. The team is
required to have the customer’s approval before leaving a piece If this customer would like us to attempt an
out of zone delivery exception and try to get added on for a Saturday we can
certainly process that request. We would
need to know what Saturday would work best for the customer
This customer has already spoken to a member of the
corporate customer care team regarding compensation. We do offer compensation based on our
failures. This is a token of apology
that we offer as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We agree with this customer.
The piece is within warranty and not comfortable to be used. Waiting months for parts is an unfair
burden to place on this customer
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for resolution. Should the customer wish to accept this offer
they are able to visit any of our stores.
Advise the salesperson that you have a reselection credit. They will schedule the delivery of the new
piece and pickup of the piece in the home on the same day and that way you will
not be without a sofa at any point
I have set up the reselection credit, please see attached. It is for 100% of the purchase price, sales
tax and I have included in it that we will waive a new delivery fee. This credit is active now and will be active
for sixty days.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Never again will I purchase anything from Bob's and I do not recommend you do either! Absolutely Horrible Customer ServiceShortly after the delivery of my new recliner I noticed that it was crooked - it leaned back to the right and the footrest stuck outWhen we moved it parts fell onto the floorWe contacted Customer Service who sent out a technicianHe explained that the frame was bent and he ordered a new mechanismA month later I called and they had not ordered the partA few weeks after that the parts arrived and another technician was sentHe explained there was nothing he could do and that he would recommend replacement - he didn't install the partsAnother month and I called and they said the technician had reported the chair was perfectHe had lied to meThey scheduled another technicianHe came out, ignored what I said and reported it also as perfectFinally they told me that I could exchange it, but that they would have to charge me over $(and I am under warranty)So for months I have lived with this bent frame and it will cost me to use my store credit, and it might be another piece of crapDon't be a fool - Find somewhere else to buy your furniture
Complaint: ***
I am rejecting this response because:
Revdex.com Please keep this complaint open through 4/pending the offer
from Bobs Furniture for new furniture to be delivered Saturday 4/
Bobs
already failed on there new furniture delivery last weekend3/So
I'm reluctant to close the complaint prior to the next delivery they
offered 4/
If any questions, please call me a t ###-###-#### or email ***
Sincerely,
*** ***
Good
Morning ***,
I
can’t apologize enough for the confusion on my part, your original request for assistance
and desired settlement indicated that you were seeking resolution for your
table onlyEarlier this morning (before even receiving this response 2.25.2014)
I received an email from an agent within our Customer Care Department regarding
the updates on your concernYour credit has been updated accordingly for the
total amount you have requested
Thank
you and I apologize again for taking up more of your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my apologies that she has received the ‘run around’ from us while
trying to get her concern resolvedI completely understand why this customer
felt the need to make this complaint and I have placed an even exchange for the
trundle unit into our system as she requested
Please have
the customer contact us at ###-###-#### at her earliest convenience to
schedule the pickup of her damaged trundle unit/delivery of her factory fresh
trundle unit
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry for the disappointment you are experiencing with the fireplace
you purchased from Bobs Discount FurnitureI can understand your frustration
as this fireplace is manufactured to hold a TV on top of it and I assure you
that we care very much about any customer who has a product concern
We
would truly appreciate another opportunity to earn your trust back in our
business and prove to you that we do stand behind all the products we sellWhile
a monetary refund is not possible we can provide you with a store credit for
the amount you paid for the Fireplace and the ‘Goof Proof Plus’ protection
planShould you accept this option for resolution I can process this credit
into our system for you and you can return to one of our showrooms to pick out
another item that may fit your needs better
Please
respond to me thru this channel as I am eager to help you resolve your concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this piece did not
live up to the customer’s expectations The technician reported to us it appeared that
the customer was using the arm rest to pull themselves up, and lower themselves
downThis is not the intended use of an arm rest, they are meant to merely
rest you arm on while sitting. If the
customer requires assistance with sitting and standing a lift chair may be the
best option. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below)Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home. We would not be able to offer a refund, but
this customer can used this credit towards any new merchandise, if they choose
to select something different. The
credit is active now and will be active until 9/5/
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different chair we will provide a credit (store credit) of 100%This 100%
will be based off of the original cost paid for the chair, as well as the goof
proof We will waive a new delivery fee as well
Kindest
Regards,
Tracy ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this mattress did
not live up to our expectations. Our
mattresses have the best warranties in the business; it is very rare that one
of our mattresses fails. We certainly
can offer to replace the mattress as it was clearly defective. We do not offer refunds on any merchandise
delivered into the home. The reselection
is in the system and the customer can go back to the store to reselect to a
different mattress or we can exchange for the same mattress. If the customer wishes to have the same
mattress delivered they can call customer care any time to set up the delivery, if the customer wishes to go back to the store
to look at our mattress selection, the credit is in the system for the
reselection.
We are very sorry for the issues with the
delivery team. It does sound as though
they may have been a new team, we apologize that the delivery was not completed
to the customer’s satisfaction. It is
not normally the team’s responsibility to put on the bed protector for the customer,
but is certainly something we can do. We
ask that when the customer schedules the new delivery, he asks that to be noted
in the delivery comments, so the team will be prepared for this task
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that this was such a
terrible
experience. I wish the customer had
reached out to Bob’s corporate office prior to now. This is really an unacceptable chain of
errors and miscommunications. We will be
addressing these failures internally. We
have set up a pick up for refund; the customer has chosen to keep the
mattresses. The refund will process to
the customer’s credit card once the pick up is completed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was able to return the sofa and I have a scheduled date for the 14th of Febuary to have it picked upHowever, with that being said the "Acceptance Now" plan has played this returned sofa into their favor, meaning that the return will go mostly into their pocket, leaving us with a paymemt plan starting from $with the bedAfter paying $I have basically payed the amount for the bed and with returning the couch I should be getting the bed paid offI am happy with Bob's for making it right with the couch but furious it got played in their favor
Sincerely,
*** ***
Good Morning Revdex.com-
Roman">
We are very sorry that this piece was not
delivered into the home with the correct seat cushion As the retailor and not the manufacturer of
furniture we are at the mercy of the manufacturers we purchase throughWe have
placed the part order for the customer. We
understand that this might be an inconvenience for the customer.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below)Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit). This 100% will be based off of the original
cost paid for the *** *** The cost
of the set, tax and *** *** Plus plan would all be included and the customer
would not have to pay a new delivery fee.
This is the only offer of resolution we
are able to makeIf the customer would like to accept, they can reply through
the Revdex.com mediation service and we will create the paperwork and email it to the customer
at this email address. Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I disagree with bobsthis couch has been replaced on multiple occasionsits sad that they dont backup their aggreementsi will never buy from them again and will encourage everyone I know of their business practices
Sincerely,
*** ***
Mr***,
Thank you for choosing Bob's Discount FurnitureI apologize the reclining sofa has failed to meet your expectations
Our records indicate that the sofa was delivered, June 6, and the manufacturer warranty expired June 6, 2011; It was not
until March 19, that you contacted our customer care department to express your concerns with the leatherThis sofa was advertised as leather everywhere the body touchesThe areas that you indicate are discolored as considered "high traffic" areas and will showcase most of the wear and tear
Given the date of delivery, date of reporting and type of damage being reported, our options for recourse are very limitedIf you prefer you may submit 3-pictures of the damaged areas as well as a picture showcasing the overall condition of the merchandise, upon reciept we will then determine what recourse if any we have to offerWhen submitting photos please enter your last name, *** and Revdex.com in the subject line
Good Afternoon Revdex.com,
face="Calibri">I contacted this customer this morning and provided my
direct phone number for any/all follow up
At this time our customer and I are working directly
together to establish the best course of action to resolve her concerns
We are deeply saddened by the feelings left behind from our
initial service visit and will work diligently to earn our customer’s trust
back in our business
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Afternoon Revdex.com,
Please pass on our sincerest apologies to
the customer as we were unable to supply the merchandise we originally promised
in a timely fashionI assure our customer that this delay was unintentional
and we wanted nothing more than to make this failure right by our customer
We do understand the reasons why our
customer requested a refund and we encourage our customer to review their
original sales invoice for the policies we disclosed at this time of sale (and
these policies are commonly signed as confirmed by the customer themselves
before leaving the store)Their sales invoice will disclose the length of time
expected with a ‘check payment’ reimbursement
In this customer’s specific case our
records indicate that their refund check was cut on and should be on
its way to them via mail
For reference the check number reflected in
our system is Check number:*** and the amount is for: $
We apologize again for the poor impression
our customer has been given of our business overall
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a bunk bed for my daughter'sI have made a complaint in the past about the poor assembly of the bed and they sent a tech out that "fixed" the problem but, refused to replace itThey left the mess that they created while cleaningn on the floor in the room.Here it is a year later and I'm still having the same problem with nails sticking out, split wood and broken slatsA tech came out againHe smelled as if he just drank a bottle of RumHe didn't want to return to the car and get his phone to call it inHe in turn used my phone and got frustrated when he couldn't get a hold of customer service and left saying it will delay his dayNOBODY ever called us from customer serviceI had to call three days laterIn his report he wrote he left and choose to call on the road because he did not want to argue with me and we had tape on the slats amongst other thingsWhich, were completely FALSEThis man blatantly lied on his report he was DRUNK and in a rushHe reported it just to make it appear as if it was our faultI have insurenace so I have no problem with using my insurance to replace my furnitureWhat I do have a problem with is falsified documentation, a tech who was cognitively impaired and calling customer service three times to speak with a manager and all three times no one called backMy children have no bed to sleep on and this has been going on for a monthBob's is a joke with very poor customer service and even worse techsThis is the second bunk bed I have purchased that was poor qualityI wouldn't recommend Bob's to my enemy
Good Morning Revdex.com,
face="Times New Roman">
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with
We have interacted
directly with this customer since their Revdex.com posting, the current account
information I can locate reflects the following:
The incorrectly delivered
dining room item concern was resolved on
The paperwork to have the
damaged table top replaced was arranged on the same date of the service call
(12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on
customer’ status
As
availability for delivery dates are based on sales happening in this customer’s
area in real time today we ask that the customer contact us directly to receive
the available dates of delivery we have for this table toWe are currently
unable to accommodate delivering it on the same day the rug is currently
scheduled for
The rug is scheduled for
delivery on
During our conversation
with the customer on our records indicate that the customer advised us
that they would continue to put reviews up about our organization unless we
agreed to one of their requestsIn response to these requests we advised the
customer that regretfully as a retail chain, and not a manufacturer, we have little
control over the availability of some productAs this is a shipment our
inventory system clearly expected in sooner there is always the chance that the
overseas shipping container will make it to our Distribution Center sooner than
the anticipated date we have right now
We did offer the customer an immediate compensation
accommodation ($refund of delivery fee paid), which the customer
accepted with the understanding that they would wait for the kitchen island to
come in for deliveryWe did also offer to work above the policies stated on
our sales invoice and remove the dining room furniture for a refund should the
customer be unable to wait for the island to become available; however the
customer’s account reflects that they happily chose the accommodation
compensation offer from us on and this refund has been processed to
the financing account used for this purchase
Please know the customer
is still able to cancel the kitchen island at anytime and receive a refund (as
stated on their sales invoice) and we have proactively worked above and beyond
in an effort to make any communication failures and/or product concerns right
by this individual customer
At this time the exchange
for the table top remains opened and unscheduled and we look forward to
speaking with the customer directly to get this delivery scheduledWe
apologize again for any unintended inconvenience the wait time on the kitchen
island continues to cause our customer and pledge to them that we remain just
as disappointed as they are that we have not been able to fulfil their entire
order
Good Morning Ms***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize the sofa and recliner you purchased in 2012 have failed to meet your quality expectationsI am pleased to learn, while researching your account
that our customer care agent was able to address your merchandise concerns on, June 20th; as a result we agreed to allow you to return the recliner for store credit and we have placed a part order to replace the sofa reclining mechanism
Bob's Discount Furniture understands the importance of customer satisfaction and we truly value your businessThe recourse we have offered you is fair and we hope that you feel the same
Sincerely,
*** ***
Dear Revdex.com,
We apologize that this has been an ongoing issue for the customer
"">
We did set up the part order for the customer; these
are not kept in stock and must be ordered from the vendor. I am showing that these were sent out
We are not able to authorize the team to leave this
piece without a signature. The team is
required to have the customer’s approval before leaving a piece If this customer would like us to attempt an
out of zone delivery exception and try to get added on for a Saturday we can
certainly process that request. We would
need to know what Saturday would work best for the customer
This customer has already spoken to a member of the
corporate customer care team regarding compensation. We do offer compensation based on our
failures. This is a token of apology
that we offer as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We agree with this customer.
The piece is within warranty and not comfortable to be used. Waiting months for parts is an unfair
burden to place on this customer
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for resolution. Should the customer wish to accept this offer
they are able to visit any of our stores.
Advise the salesperson that you have a reselection credit. They will schedule the delivery of the new
piece and pickup of the piece in the home on the same day and that way you will
not be without a sofa at any point
I have set up the reselection credit, please see attached. It is for 100% of the purchase price, sales
tax and I have included in it that we will waive a new delivery fee. This credit is active now and will be active
for sixty days.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Never again will I purchase anything from Bob's and I do not recommend you do either! Absolutely Horrible Customer ServiceShortly after the delivery of my new recliner I noticed that it was crooked - it leaned back to the right and the footrest stuck outWhen we moved it parts fell onto the floorWe contacted Customer Service who sent out a technicianHe explained that the frame was bent and he ordered a new mechanismA month later I called and they had not ordered the partA few weeks after that the parts arrived and another technician was sentHe explained there was nothing he could do and that he would recommend replacement - he didn't install the partsAnother month and I called and they said the technician had reported the chair was perfectHe had lied to meThey scheduled another technicianHe came out, ignored what I said and reported it also as perfectFinally they told me that I could exchange it, but that they would have to charge me over $(and I am under warranty)So for months I have lived with this bent frame and it will cost me to use my store credit, and it might be another piece of crapDon't be a fool - Find somewhere else to buy your furniture
Complaint: ***
I am rejecting this response because:
Revdex.com Please keep this complaint open through 4/pending the offer
from Bobs Furniture for new furniture to be delivered Saturday 4/
Bobs
already failed on there new furniture delivery last weekend3/So
I'm reluctant to close the complaint prior to the next delivery they
offered 4/
If any questions, please call me a t ###-###-#### or email ***
Sincerely,
*** ***
Good
Morning ***,
I
can’t apologize enough for the confusion on my part, your original request for assistance
and desired settlement indicated that you were seeking resolution for your
table onlyEarlier this morning (before even receiving this response 2.25.2014)
I received an email from an agent within our Customer Care Department regarding
the updates on your concernYour credit has been updated accordingly for the
total amount you have requested
Thank
you and I apologize again for taking up more of your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my apologies that she has received the ‘run around’ from us while
trying to get her concern resolvedI completely understand why this customer
felt the need to make this complaint and I have placed an even exchange for the
trundle unit into our system as she requested
Please have
the customer contact us at ###-###-#### at her earliest convenience to
schedule the pickup of her damaged trundle unit/delivery of her factory fresh
trundle unit
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry for the disappointment you are experiencing with the fireplace
you purchased from Bobs Discount FurnitureI can understand your frustration
as this fireplace is manufactured to hold a TV on top of it and I assure you
that we care very much about any customer who has a product concern
We
would truly appreciate another opportunity to earn your trust back in our
business and prove to you that we do stand behind all the products we sellWhile
a monetary refund is not possible we can provide you with a store credit for
the amount you paid for the Fireplace and the ‘Goof Proof Plus’ protection
planShould you accept this option for resolution I can process this credit
into our system for you and you can return to one of our showrooms to pick out
another item that may fit your needs better
Please
respond to me thru this channel as I am eager to help you resolve your concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Was not happy with the service I received from the delivery company at all there were some very inappropriate things said
Good Morning Revdex.com-
size="3">
We are very sorry that this piece did not
live up to the customer’s expectations The technician reported to us it appeared that
the customer was using the arm rest to pull themselves up, and lower themselves
downThis is not the intended use of an arm rest, they are meant to merely
rest you arm on while sitting. If the
customer requires assistance with sitting and standing a lift chair may be the
best option. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below)Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home. We would not be able to offer a refund, but
this customer can used this credit towards any new merchandise, if they choose
to select something different. The
credit is active now and will be active until 9/5/
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different chair we will provide a credit (store credit) of 100%This 100%
will be based off of the original cost paid for the chair, as well as the goof
proof We will waive a new delivery fee as well
Kindest
Regards,
Tracy ***
Bobs Discount Furniture
Customer Care Corporate Liaison