Dear Revdex.com,
We are sincerely sorry that this customer is unhappy with the merchandise
""> I do see in June this customer had been
called by one of my colleagues and offered a courtesy reselection. We do want this customer to be happy with the
purchase, we will honor that offer for reselection.
If the customer accepts the offer of store credit on
the sofa and chair, please reply to the Revdex.com and the credit will be created and
emailed directly to the email address on this complaint. The credit will then be active for sixty
days. We will waive a new delivery fee
and we will credit the [redacted] as well.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Never buy from Bob's, this company's quality and professionalism is not there. We have like many others suffered aggravation trying to get our furniture delivered. If your furniture is delivered on time, it will be damaged, their may be missing parts or the piece of furniture is missing!
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] today and processed the desired
settlement she sought in her postingBobs is very sorry for the stress we
caused [redacted] and her son during this purchase I have provided [redacted] with my direct
information for any future needs and I thank her again for giving us the
opportunity to make our failures right
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry to hear that you are experiencing such disappointment with your
chairs and their current performanceI would equally be as frustrated as you
if I felt the constant need to fix my own productI sincerely apologize that
your wife encountered a safety concern while using your product and I do hope
she is ok
I assure you that our Goof Proof Plans are
very valuable investments that many of our customers find success in usingOf
course the plans have exclusions as the company who manages this plan
([redacted]) must ensure fairness across the board to all consumersHaving been
with Bobs Discount Furniture for several years I find that many upset consumers
post online when they have tried to make a claim, yet not taken the suitable
steps to educate themselves on their protection plan prior to calling for
assistanceIt is such a sad occurrence when any customer feels they must take
the route of social media negativity because there are so many of us here that
truly care about listening and rectifying our customers concerns if only we are
given the appropriate opportunityThe Goof Proof Plan you purchased in
covers a variety of accidents that may occur while being around or using the
furniture, sitting on a chair is not considered an accidental occurrence as
that is what the chair is intended forAlso, the continued tightening of these
chairs can and will result in too much stress on the products frame which will
cause cracking and breakage to occurBobs Discount Furniture offers our
customer's a one year guarantee on dining room sets and as you are beyond that
one year period our options for resolution become limitedI do see that we (Bobs
Discount Furniture) came out to service one of your chairs for a loose leg concern
on and our records indicate that our technician installed brand new
screws into the chair leg he took out and completely reattachedYou made us
aware that you were unhappy with the chair we serviced and we brought you a
brand new chair on Since these occurrences we have not been made
aware that you were experiencing further disappointment with that particular
chair or any of the other chairs
I
really do wish to help you further and come up with an option for resolution that
will both balance the needs of my company and the needs of our valuable
customerAs the address you have provided in this complaint differs from the
address on your sales order, can you please confirm with me where these chairs
are currently located? If your chairs are in ** it will drastically change the
options for recourse I haveThe company that manages your Goof Proof Plan
([redacted]) is a nationwide company, however you are seeking resolution directly
through Bobs Discount Furniture and ** is not currently located within our
service areasPlease provide me this information and I will respond back to
you as soon as possible
Best
Regards,
Stephanie
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:Please let the company know the account is in my husband's name. [redacted], previous address is [redacted] phone number ###-###-####. We have moved to Washington and updated phone numbers since our purchase. We paid off the balance last week so we no longer had to deal with the price issues.
Sincerely,
[redacted]
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I apologize for the concerns that you are experiencing with your
product outside of its Bobs warranty periodI assure you that Goof Proof is an
extremely valuable plan and we do not sell our customers any products that we don't
feel hold their price point in valueAs [redacted] this a third party company
from Bobs Discount Furniture I am unable to determine the reasons why you haven't
been able to reach them by phone, I would suggest you visit their website at [redacted] and take
that route to filing your claimThe [redacted] company will not take an
insurance claim from anyone else other than the customer otherwise I would
personally offer to make this claim on your behalfSome tips for reporting
your claim include: ensure the tear is listed as a covered damage on your
formal [redacted] Protection Plan, I.E –a covered incident of tear must penetrate
the material completely and always ensure that you are reporting an accident
that caused this damage occurring within the last thirty daysAgain the plan
is extremely valuable when used within its guidelines and can offer you a
replacement item at no charge if your concern isn't serviceableThe
replacement alone would cost you more than you paid for the plan on the entire
sectional
In regards to the part that you require to correct the issue you are
experiencing with your sectional, Bobs Discount Furniture is willing to make
you a fair and caring offer for resolutionWe will cover the cost of either
purchasing the part or paying the technician for his labor of installationThe
technician's workmanship will be guaranteed through Bobs Discount Furniture for
days however due to the fact that you are beyond warranty the new part
itself will carry no new warranty period
Please let us know how you would like to proceed (you can call us at
###-###-#### or respond to me through the Revdex.com) and I will create the appropriate
paperwork, ensure we follow up with you if needed based on your choice, and
advise you of the part's shipping time from our the manufacturerWe can
schedule the installation once you physically receive the part to your shipping
address
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today and apologized for the poor
experience he has endured while seeking to get his furniture in good condition
I have assured [redacted] that Bobs Discount Furniture does not routinely fail
our customers and I will be personally handling his account from this point
forward to see that we provide him with the care he deservesI have processed
a refund of the delivery charge [redacted] paid us and have spoken with our
Delivery/Customer Care Managers to ensure that our failures are adequately addressed
and trained on
[redacted] has accepted a new delivery date of and I
thank him for his willingness to afford us with an opportunity to earn his
trust back in our businessWe will be providing the merchandise on this
delivery attempt with a "white glove" special inspection prior to it leaving
our distribution center in CTIf [redacted] wishes, I have also agreed to
discuss further compensation in the form of a Bobs Discount Furniture Gift Card
once he is completely satisfied with the merchandise he has purchased from us
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have been waiting so long to get this part
for your speaker cover on this fireplaceI assure you that we have been doing
everything in our power to get this part for you from the vendor who makes this
fireplaceI am also very sorry for the confusion that we caused on the
shipping time of the part and I thank you for your extreme patience with usAs
of today (9.18.2014) I have spoken with one of our Store Managers who assured
me that we have made this failure right by youOur records indicate that we
are sending an entire new fireplace out from our distribution center so that
you can get the speaker cover part you have been waiting onWe apologize again
for any frustration that this product has caused you and we truly appreciate
your business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Evening [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am very sorry to hear that you are so disappointment in the
overall performance of your product purchased through Bobs Discount Furniture
I also apologize that you never received the follow up you were promised and
have been waiting so long for this issue to be resolvedI assure you that Bobs
Discount Furniture cares very much for each of our customers, no matter what
year they purchased their furniture in
Our records indicate that you picked this sectional up in
September of and first reported this concern to us in January of
Bobs Discount Furniture offers living room products in bonded leather and 100%
top grain leather everywhere the body touchesBonded leather is a real leather
product that is adhered to a backing comprised of a different material
Depending on the amount of use a bonded leather product is receiving it is
considered after several years for the leather to start separating from its
backingBody heat from use causes expansion within the two different
components and these materials start to separate from one anotherThe high
traffic areas of the product such as the seats, inside back, and arms will show
the most wear initially when expansion starts to become presentThe time of
sale is a very exciting time for not only you, but also for your sales person
I know our intention was never to mislead you and as Bobs is a company takes
pride in being honest and transparent with our customers I assure you, you were
sold a leather set
Please know that I do have a vested interest in helping you resolve
your concern in any way that I am able toCan you please respond to me with
the pictures of the set you have indicated that you previously sent to us? I
have looked through our photo box records and I am unable to locate these
photosCan you also confirm with me if you still currently have this set in
your possession? Again, please know that we do care about your concern and
after reviewing your photos with my Service Manager I can respond back to you
with what, if any, resolution we may have to offer you relating to this
concern
Thank you for your time [redacted] and I do hope to hear back from you
soon so I can get to work on trying to help you resolve your concern and
restore your faith in our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Greg T[redacted], do not lets this person be you're sales person. He will try and say there is a 3 day money back guarantee, and 30 store credit guarantee policy on furniture. his words are 'if you dont like how it feels or it does fit the space or anything, just ship it back'. The 30 day store credit policy is a lie. After purchasing a round chair I decide it wont fit the space we have and we would like to put something else there. Well, after much discussion with the headquarters, the store manager and Mr. T[redacted] himself, I get a lie from Mr. T[redacted] and every manager from that point forward follows suit. I was told by management that if Mr. T[redacted] agreed to saying that they will honor it. So much for the advertised "Customer Satisfaction is Guaranteed."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are experiencing concerns with your sofa and loveseat
purchased from Bobs Discount FurnitureI completely understand how frustrating
it must have been to be told we were unable to provide you with further
resolution and I assure you that Bobs Discount Furniture truly wishes to help
every customer who has a product concern
Our
records indicate that this set was delivered to you on and your first
report of concern came to us nearly five and half years later on
Bobs Discount Furniture offers all our customers a one year guarantee on new
product and this one year guarantee expired for your set on Upon
calling us this past November we made a valid effort to send our service
technician to your home (at no cost to you) to see if we could be of any
further assistance to you regarding this concernWhile we do wish to offer
resolutions to all of our customers, the type of damages you are reporting
combined with the timeline in which you have reported these; leaves us without
options for resolution at this timeI have attached the photos of your sofa
and loveseat (taken by our service technician) for referenceThis set that is
made of bi-cast leather everywhere your body touches and there is a maximum of
a seven year life expectancy on this type of productThe discoloration of the
material is not considered a factory defect and is present due to a mixture of
the amount of use the items have been receiving and the environment they are
being kept inPlease know that my intention is not to place blame or indicate
that is a fault of yours directlyThis is considered the result of accumulated
wear and tear over the past five and a half years
I
apologize that we are unable to offer you any recourse relating to the sofa and
loveseatWhile Bobs is unable to take ownership or responsibility for the
current state of your sofa and loveseat, we sincerely care for all of our
customers and would like to provide you with a $Bobs Discount Furniture
Gift Card as an apology for the disappointment you have in your set's overall
performance
Please
let me know if you would like me to process this gift card request for you and I
am sorry again that this concern has taken up so much of your time
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"line-height: 15pt; background: white;">Please see the attached pictures (pages)
that we have included for your review on this claim
These pictures were taken by our technician
who visited the home on and explicitly show the abuse that this
merchandise has suffered from animal claws
The merchandise is also very far outside of
the direct Bobs Discount Furniture Warranty period we expressed on the sales
invoice at the time of purchaseThe customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable
referring the customer to this option as the claim will be denied for coverage
due to the extent that the animal was allowed to destroy this product to
Even though the merchandise is over two
years old and we have never received a claim of concern until now, we did send
out a technician at our own cost to try and rectify the concern our customer
reportedOur technician deemed that there was no defect to the frame of the
item and in locating the damages done by the pet we are regretfully unable to
become involved further for liability concerns
While we apologize that our customer is
unhappy with the product we are unable to offer resolution when the overall
condition and cause of the product's demise is directly related to the
accumulated use the item has received in its environment
I truly wish I could offer this customer
recourse for her concerns however the pictures speak to the reasons why this merchandise
is in the shape it is in and our factory trained professional has reported
there are no manufacturing concerns albeit the merchandise is outside of its
warranty through Bobs Discount Furniture
We apologize to our customer that we are
unable to take responsibility for damages that are caused completely outside of
our control
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for all the issues our customer has been experiencing
with her product and I assure her that our intentions are to make any failures
we have caused her right[redacted] was contacted by one of my corporate colleagues
([redacted]) on To my understanding we are currently awaiting
photos of her merchandise so we can proceed in helping this customer further
We have a service technician scheduled to [redacted]'s residence on
(Fri) and we expect to receive the technician's report/photos and review them
by
I apologize again for all the aggravation and stress we have
caused [redacted] and I thank you for her extreme patience with us while we work
to correct her concerns
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]Revdex.com:I tried calling Stephanie back last week and there was no answer. I left a voicemail, but have not received a call back. Since filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery charge.
The status of repairs done to damage during delivery is halted as I wait for the property management company to give me a quote for the repair. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:This complaint has nothing to do with damaged furniture as stated in my original complaint. You would also know that if you had any intention of contacting me back any of the number of times I called the corporate office and the store. This complaint is because we were lied to by Bobs Discount Furniture's store sales reps and finance reps. The money we've paid; a $300 down payment and 3 payments of $159.10 has not been credited to our account and we were told that it would be. However we were lied to by the sales reps at BObs. We were deceived into signing a contract that DID NOT disclose information about interest fees and outrageous charges. If I had been fully aware of your outrageous interest rates and fees I would never have agreed to finance the furniture and I would have paid cash instead. I have only had the furniture for 3 months, considering I got the delivery 2-3 weeks later, and they are charging me over a years worth of interest to try a different pay off my balance, when I was told by a Bobs sales rep that 100% of my payments went to the furniture. He lied. The 90 days started from the date of 1st payment not purchase date, and when I noticed the 90 day date being May 20th(which was incorrect) he had stated that it doesn't technically matter because you just make another payment and NOTHING will change. He lied. We were told we could pay off our balance at any time after the 90 days and our balance would never change or increase and the money we paid would still come off the $1458.00. I specifically ask if we would be penalized after the 90 days and he stated NO each time, in fact he reassured us everytime we asked. He even went as far to say it was just a "promotional" offer to give customers a "chance" to pay their furniture off sooner.
I have been trying to pay off my balance for 3 weeks now and after paying $777.30 only $58.00 has been deducted from the total $1458.00. No one could tell me why and no one could tell me where the money I already paid went. No one would agree to just hand over $777.30 for nothing!!
Since I have paid more than half of my balance towards the furniture, This is what I expect from Bob's discount furniture and [redacted]; I would like to pay off my balance for what I rightfully owe. The total purchase was $1458.00 and so far I've paid a $300 down payment and 3 payments of $159.10 which totals $477.30. Since I was told by your finance [redacted] rep that 100% of my payments goes towards the furniture, I expect you to honor what he said and deduct my $300 down payment and the $477.30 in payments I've already made, which totals $777.30. I was told the $300 downpayment was NOT my first payment. It was like a "security deposit" and would be applied towards my balance, that all of it would be applied to my balance. Therefore, I should rightfully only owe [redacted] and Bob's discount furniture a total of $680.70 which I will pay you today. Bobs furniture needs to contact [redacted], because I can not get a manager on the phone and no one will return my phone call, I did not have the chance to settle this with them. Now, Bob's may not "finance" but I hold Bobs Discount Furniture 100% responsible for the matter because we were lied to, deceived and information was not disclosed to us at the time of purchase. If I had known that I would be charged over 30% interest (which I am pretty sure is illegal under the Usury Laws in the state of Massachusetts) I would NEVER had agreed to finance your furniture, I don't think anyone would. I would also like someone to contact me. I have been patient and I have given the district manager of Bob's and [redacted] ample time to contact me but I have never once received a phone call. I used to sell cars, I know how financing works. From my years of experience, if someone wants to pay off their balance early they DON'T pay the financing (interest) fees because they are no longer financing.
If this matter can not be resolved and Bobs Discount Furniture as well as [redacted] do not agree to what I am asking, as stated above, I will be forced to take further steps to resolve this situation. I am not asking for a refund, I am not asking for free merchandise, I am simply asking to pay off my CORRECT balance of $680.70, which is what I rightfully owe. This Doesn't have to be a bigger issue than it should be. I have been a faithful customer of Bob's for many years, but this is the first time I was deceived into this [redacted] program and the 90 day promotion. I was lied to by Bobs sales and finance reps that this would help my credit and many other false statements they made to myself and my family who were also present at the time of purchase. I am honestly disgusted by the way myself and my fiance were treated when trying to resolve this matter over the phone with the store manager Jolisa G[redacted] and finance rep Kevin B[redacted] whom we both spoke too (he was also the rep that handled our paperwork). Neither Jolisa or Kevin could give me a straight answer and they both stated different answers when asked the same questions.
Again, I expect my balance of $680.70, as stated above, to be honored by Bobs Discount Furniture and [redacted] If you agree, I will pay my balance of $680.70 in full today and you can resolve this matter professionally and honorably and I will be satisified.
I may only be one customer to you but I know I am not the only person dealing with the same situation with Bobs Discount Furniture and [redacted]
All I am asking for is what is fair and what is right. I can only give you until tomorrow to respond, not by choice but because I will be charged more outrageous hidden fees that we were not aware of at the time of purchase.
If you prefer to contact me directly I can be reached at ###-###-#### or ###-###-####. Like I said I have yet to hear from anyone from Bobs or [redacted] regarding this matter. Even thought I have tried calling numerous times.
As a professional myself, if you claim you have nothing to do with the financing, then shame on Bobs to let a such business take place in their establishments and to have said company representing Bobs name. That is bad for business, in fact it's just bad business.
Please resolve this matter between (you)Bobs and [redacted] as soon as possible so I can pay you the $680.70 immediately.
I am disappointed it had to come to this, when it could have been handled much differently by Bobs and [redacted] I was left no choice when I haven't had 1 person return or respond to my calls, like I was promised by your customer service reps.
Please, respond as quickly as possible. I hope this can be resolved as soon as possible.
Thank you
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Evening Revdex.com-
I am very sorry to hear you
have located pests in your home.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The new merchandise that was
delivered was wrapped in plastic. Our trucks are routinely sprayed to prevent
any possibility of pests.
Cockroaches spread through
apartments and joined homes very quickly.
This customer lives in a strip of joined townhouses close by the
river. That is ideal conditions for this
particular pest. Roaches need very
little to survive but do thrive near water.
I refer to one of the many articles available on infestations:
If roaches are house hunting, they can check out your place by crawling
through tiny gaps around doors, pipes and other open spaces. Some adults can
grow fairly large, but can shimmy through slits as thin as one-sixteenth of an
inch (0.15 centimeters) [source: Ogg et al].
Contrary to popular belief, they aren't simply attracted to messy households,
although that will extend their stay. Instead, common roaches that invade homes
seek out warmth, moisture and darkness. Pizza left sitting out on the counter
is just an added bonus.
Roaches have become such widespread pests because they thrive on very
little. The insects require three things: water,
food and warm shelter. Roaches have lived off the bare essentials with few
changes since their creation 320 million years ago [source: Ogg et al].
Even the areas they choose for nesting indoors are minimalistic -- cramped
spaces in walls, behind picture frames, under sinks and elsewhere.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
size="3">
I personally spoke to this customer after she was connected into
my internal line last month (3.10.2015) regarding the property claim for wet
carpet, I did not make an outgoing call to this customer and while speaking
with the customer I fully explained to her how the property claims processed
worked with a third party trucking company.
At this time the customer verbally informed me that she would “feel
whole” if we were able to refund her delivery fee and I directly processed the
transaction for this concern as the
customer verbally agreed (to me directly) that she would not be pursing this
claim any further. At that time I made the customer aware that it would
take 5-7 days business days from the coming Friday (3.20.2015) for the delivery
fee refund check to be received. As the check was cut and sent on 3.20.2015 the
details I disclosed to this customer were fully adhered to.
In regards to the refund being processed on the sofa return we are
very sorry that the processing of this was not allocated from our system in the
same manner the refund I personally processed was. Our records do indicate that
we have worked above and beyond to get these checks expedited to our customer
by working outside of the normal guidelines that we disclose on the customer’s
invoice.
While the customer’s invoice discloses that any refund of check
will be issued within 16 days, we were able to release the remaining two checks
much more rapidly and our records indicate that all remaining refunds have been
processed back to our customer from our systems fully and the checks are en route.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved. While we assure our customer that their satisfaction is
extremely important to us, weather delays are not a part of our business we
have control over and the failure that we did cause during the delivery arrival
on 2/3 was made right by ensuring our delivery team returned to the delivery
stop to complete the delivery as scheduled. We take full ownership for any
failure that is within our control and have addressed the obvious coaching
concerns presented to us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card we are offering.
Contrary to this customer’s complaint, their account records reflect
no processed agreement or recording of speaking with us about a further form of
apology. As of right now we are able to express two apology offers to our
customer and while it is far beyond our normal practices to do so I have
included one monetary refund offer below honoring this person’s demand. In the
interest of fairness for all consumers alike, we do not offer apology amounts
based off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
Please ask the customer to review
the below offers of compensation and choose the one option they would prefer to move forward with.
Option #1:
Bobs Discount Furniture Gift card
in the amount of $100.00. If accepted the consumer can expect to receive this
card in their regular mail bag within 7-10 business days.
OR
Option #2:
A monetary refund (processed to
the customer’s Wells Fargo financing account) of $50.00. If accepted the
consumer can expect to verify this refund within 1 complete billing cycle via
their Wells Fargo financing statement.
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please refer to our last response for further details regarding our position on
expressed information provided to all of our customers alike. We remain
confident in the offer presented to this customer regarding the sofa concern in
our previous response. I have re- entered this offer below for review again:
In regards to the sofa-although the
damage is unrepairable and the cause of damage is extremely questionable, the
only option for recourse is for Bob’s Discount Furniture to act on behalf of
the Goof Proof protection plan purchased by this consumer and exchange the
sofa. By choosing to accept this offer, this consumer must understand that there will no longer be Goof Proof
protection on the exchanged item however; they may repurchase it on the new
sofa should they wish.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
We are sincerely sorry that this customer is unhappy with the merchandise
""> I do see in June this customer had been
called by one of my colleagues and offered a courtesy reselection. We do want this customer to be happy with the
purchase, we will honor that offer for reselection.
If the customer accepts the offer of store credit on
the sofa and chair, please reply to the Revdex.com and the credit will be created and
emailed directly to the email address on this complaint. The credit will then be active for sixty
days. We will waive a new delivery fee
and we will credit the [redacted] as well.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Never buy from Bob's, this company's quality and professionalism is not there. We have like many others suffered aggravation trying to get our furniture delivered. If your furniture is delivered on time, it will be damaged, their may be missing parts or the piece of furniture is missing!
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] today and processed the desired
settlement she sought in her postingBobs is very sorry for the stress we
caused [redacted] and her son during this purchase I have provided [redacted] with my direct
information for any future needs and I thank her again for giving us the
opportunity to make our failures right
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry to hear that you are experiencing such disappointment with your
chairs and their current performanceI would equally be as frustrated as you
if I felt the constant need to fix my own productI sincerely apologize that
your wife encountered a safety concern while using your product and I do hope
she is ok
I assure you that our Goof Proof Plans are
very valuable investments that many of our customers find success in usingOf
course the plans have exclusions as the company who manages this plan
([redacted]) must ensure fairness across the board to all consumersHaving been
with Bobs Discount Furniture for several years I find that many upset consumers
post online when they have tried to make a claim, yet not taken the suitable
steps to educate themselves on their protection plan prior to calling for
assistanceIt is such a sad occurrence when any customer feels they must take
the route of social media negativity because there are so many of us here that
truly care about listening and rectifying our customers concerns if only we are
given the appropriate opportunityThe Goof Proof Plan you purchased in
covers a variety of accidents that may occur while being around or using the
furniture, sitting on a chair is not considered an accidental occurrence as
that is what the chair is intended forAlso, the continued tightening of these
chairs can and will result in too much stress on the products frame which will
cause cracking and breakage to occurBobs Discount Furniture offers our
customer's a one year guarantee on dining room sets and as you are beyond that
one year period our options for resolution become limitedI do see that we (Bobs
Discount Furniture) came out to service one of your chairs for a loose leg concern
on and our records indicate that our technician installed brand new
screws into the chair leg he took out and completely reattachedYou made us
aware that you were unhappy with the chair we serviced and we brought you a
brand new chair on Since these occurrences we have not been made
aware that you were experiencing further disappointment with that particular
chair or any of the other chairs
I
really do wish to help you further and come up with an option for resolution that
will both balance the needs of my company and the needs of our valuable
customerAs the address you have provided in this complaint differs from the
address on your sales order, can you please confirm with me where these chairs
are currently located? If your chairs are in ** it will drastically change the
options for recourse I haveThe company that manages your Goof Proof Plan
([redacted]) is a nationwide company, however you are seeking resolution directly
through Bobs Discount Furniture and ** is not currently located within our
service areasPlease provide me this information and I will respond back to
you as soon as possible
Best
Regards,
Stephanie
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:Please let the company know the account is in my husband's name. [redacted], previous address is [redacted] phone number ###-###-####. We have moved to Washington and updated phone numbers since our purchase. We paid off the balance last week so we no longer had to deal with the price issues.
Sincerely,
[redacted]
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I apologize for the concerns that you are experiencing with your
product outside of its Bobs warranty periodI assure you that Goof Proof is an
extremely valuable plan and we do not sell our customers any products that we don't
feel hold their price point in valueAs [redacted] this a third party company
from Bobs Discount Furniture I am unable to determine the reasons why you haven't
been able to reach them by phone, I would suggest you visit their website at [redacted] and take
that route to filing your claimThe [redacted] company will not take an
insurance claim from anyone else other than the customer otherwise I would
personally offer to make this claim on your behalfSome tips for reporting
your claim include: ensure the tear is listed as a covered damage on your
formal [redacted] Protection Plan, I.E –a covered incident of tear must penetrate
the material completely and always ensure that you are reporting an accident
that caused this damage occurring within the last thirty daysAgain the plan
is extremely valuable when used within its guidelines and can offer you a
replacement item at no charge if your concern isn't serviceableThe
replacement alone would cost you more than you paid for the plan on the entire
sectional
In regards to the part that you require to correct the issue you are
experiencing with your sectional, Bobs Discount Furniture is willing to make
you a fair and caring offer for resolutionWe will cover the cost of either
purchasing the part or paying the technician for his labor of installationThe
technician's workmanship will be guaranteed through Bobs Discount Furniture for
days however due to the fact that you are beyond warranty the new part
itself will carry no new warranty period
Please let us know how you would like to proceed (you can call us at
###-###-#### or respond to me through the Revdex.com) and I will create the appropriate
paperwork, ensure we follow up with you if needed based on your choice, and
advise you of the part's shipping time from our the manufacturerWe can
schedule the installation once you physically receive the part to your shipping
address
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today and apologized for the poor
experience he has endured while seeking to get his furniture in good condition
I have assured [redacted] that Bobs Discount Furniture does not routinely fail
our customers and I will be personally handling his account from this point
forward to see that we provide him with the care he deservesI have processed
a refund of the delivery charge [redacted] paid us and have spoken with our
Delivery/Customer Care Managers to ensure that our failures are adequately addressed
and trained on
[redacted] has accepted a new delivery date of and I
thank him for his willingness to afford us with an opportunity to earn his
trust back in our businessWe will be providing the merchandise on this
delivery attempt with a "white glove" special inspection prior to it leaving
our distribution center in CTIf [redacted] wishes, I have also agreed to
discuss further compensation in the form of a Bobs Discount Furniture Gift Card
once he is completely satisfied with the merchandise he has purchased from us
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have been waiting so long to get this part
for your speaker cover on this fireplaceI assure you that we have been doing
everything in our power to get this part for you from the vendor who makes this
fireplaceI am also very sorry for the confusion that we caused on the
shipping time of the part and I thank you for your extreme patience with usAs
of today (9.18.2014) I have spoken with one of our Store Managers who assured
me that we have made this failure right by youOur records indicate that we
are sending an entire new fireplace out from our distribution center so that
you can get the speaker cover part you have been waiting onWe apologize again
for any frustration that this product has caused you and we truly appreciate
your business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Evening [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am very sorry to hear that you are so disappointment in the
overall performance of your product purchased through Bobs Discount Furniture
I also apologize that you never received the follow up you were promised and
have been waiting so long for this issue to be resolvedI assure you that Bobs
Discount Furniture cares very much for each of our customers, no matter what
year they purchased their furniture in
Our records indicate that you picked this sectional up in
September of and first reported this concern to us in January of
Bobs Discount Furniture offers living room products in bonded leather and 100%
top grain leather everywhere the body touchesBonded leather is a real leather
product that is adhered to a backing comprised of a different material
Depending on the amount of use a bonded leather product is receiving it is
considered after several years for the leather to start separating from its
backingBody heat from use causes expansion within the two different
components and these materials start to separate from one anotherThe high
traffic areas of the product such as the seats, inside back, and arms will show
the most wear initially when expansion starts to become presentThe time of
sale is a very exciting time for not only you, but also for your sales person
I know our intention was never to mislead you and as Bobs is a company takes
pride in being honest and transparent with our customers I assure you, you were
sold a leather set
Please know that I do have a vested interest in helping you resolve
your concern in any way that I am able toCan you please respond to me with
the pictures of the set you have indicated that you previously sent to us? I
have looked through our photo box records and I am unable to locate these
photosCan you also confirm with me if you still currently have this set in
your possession? Again, please know that we do care about your concern and
after reviewing your photos with my Service Manager I can respond back to you
with what, if any, resolution we may have to offer you relating to this
concern
Thank you for your time [redacted] and I do hope to hear back from you
soon so I can get to work on trying to help you resolve your concern and
restore your faith in our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Greg T[redacted], do not lets this person be you're sales person. He will try and say there is a 3 day money back guarantee, and 30 store credit guarantee policy on furniture. his words are 'if you dont like how it feels or it does fit the space or anything, just ship it back'. The 30 day store credit policy is a lie. After purchasing a round chair I decide it wont fit the space we have and we would like to put something else there. Well, after much discussion with the headquarters, the store manager and Mr. T[redacted] himself, I get a lie from Mr. T[redacted] and every manager from that point forward follows suit. I was told by management that if Mr. T[redacted] agreed to saying that they will honor it. So much for the advertised "Customer Satisfaction is Guaranteed."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are experiencing concerns with your sofa and loveseat
purchased from Bobs Discount FurnitureI completely understand how frustrating
it must have been to be told we were unable to provide you with further
resolution and I assure you that Bobs Discount Furniture truly wishes to help
every customer who has a product concern
Our
records indicate that this set was delivered to you on and your first
report of concern came to us nearly five and half years later on
Bobs Discount Furniture offers all our customers a one year guarantee on new
product and this one year guarantee expired for your set on Upon
calling us this past November we made a valid effort to send our service
technician to your home (at no cost to you) to see if we could be of any
further assistance to you regarding this concernWhile we do wish to offer
resolutions to all of our customers, the type of damages you are reporting
combined with the timeline in which you have reported these; leaves us without
options for resolution at this timeI have attached the photos of your sofa
and loveseat (taken by our service technician) for referenceThis set that is
made of bi-cast leather everywhere your body touches and there is a maximum of
a seven year life expectancy on this type of productThe discoloration of the
material is not considered a factory defect and is present due to a mixture of
the amount of use the items have been receiving and the environment they are
being kept inPlease know that my intention is not to place blame or indicate
that is a fault of yours directlyThis is considered the result of accumulated
wear and tear over the past five and a half years
I
apologize that we are unable to offer you any recourse relating to the sofa and
loveseatWhile Bobs is unable to take ownership or responsibility for the
current state of your sofa and loveseat, we sincerely care for all of our
customers and would like to provide you with a $Bobs Discount Furniture
Gift Card as an apology for the disappointment you have in your set's overall
performance
Please
let me know if you would like me to process this gift card request for you and I
am sorry again that this concern has taken up so much of your time
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"line-height: 15pt; background: white;">Please see the attached pictures (pages)
that we have included for your review on this claim
These pictures were taken by our technician
who visited the home on and explicitly show the abuse that this
merchandise has suffered from animal claws
The merchandise is also very far outside of
the direct Bobs Discount Furniture Warranty period we expressed on the sales
invoice at the time of purchaseThe customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable
referring the customer to this option as the claim will be denied for coverage
due to the extent that the animal was allowed to destroy this product to
Even though the merchandise is over two
years old and we have never received a claim of concern until now, we did send
out a technician at our own cost to try and rectify the concern our customer
reportedOur technician deemed that there was no defect to the frame of the
item and in locating the damages done by the pet we are regretfully unable to
become involved further for liability concerns
While we apologize that our customer is
unhappy with the product we are unable to offer resolution when the overall
condition and cause of the product's demise is directly related to the
accumulated use the item has received in its environment
I truly wish I could offer this customer
recourse for her concerns however the pictures speak to the reasons why this merchandise
is in the shape it is in and our factory trained professional has reported
there are no manufacturing concerns albeit the merchandise is outside of its
warranty through Bobs Discount Furniture
We apologize to our customer that we are
unable to take responsibility for damages that are caused completely outside of
our control
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for all the issues our customer has been experiencing
with her product and I assure her that our intentions are to make any failures
we have caused her right[redacted] was contacted by one of my corporate colleagues
([redacted]) on To my understanding we are currently awaiting
photos of her merchandise so we can proceed in helping this customer further
We have a service technician scheduled to [redacted]'s residence on
(Fri) and we expect to receive the technician's report/photos and review them
by
I apologize again for all the aggravation and stress we have
caused [redacted] and I thank you for her extreme patience with us while we work
to correct her concerns
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]Revdex.com:I tried calling Stephanie back last week and there was no answer. I left a voicemail, but have not received a call back. Since filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery charge.
The status of repairs done to damage during delivery is halted as I wait for the property management company to give me a quote for the repair. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:This complaint has nothing to do with damaged furniture as stated in my original complaint. You would also know that if you had any intention of contacting me back any of the number of times I called the corporate office and the store. This complaint is because we were lied to by Bobs Discount Furniture's store sales reps and finance reps. The money we've paid; a $300 down payment and 3 payments of $159.10 has not been credited to our account and we were told that it would be. However we were lied to by the sales reps at BObs. We were deceived into signing a contract that DID NOT disclose information about interest fees and outrageous charges. If I had been fully aware of your outrageous interest rates and fees I would never have agreed to finance the furniture and I would have paid cash instead. I have only had the furniture for 3 months, considering I got the delivery 2-3 weeks later, and they are charging me over a years worth of interest to try a different pay off my balance, when I was told by a Bobs sales rep that 100% of my payments went to the furniture. He lied. The 90 days started from the date of 1st payment not purchase date, and when I noticed the 90 day date being May 20th(which was incorrect) he had stated that it doesn't technically matter because you just make another payment and NOTHING will change. He lied. We were told we could pay off our balance at any time after the 90 days and our balance would never change or increase and the money we paid would still come off the $1458.00. I specifically ask if we would be penalized after the 90 days and he stated NO each time, in fact he reassured us everytime we asked. He even went as far to say it was just a "promotional" offer to give customers a "chance" to pay their furniture off sooner.
I have been trying to pay off my balance for 3 weeks now and after paying $777.30 only $58.00 has been deducted from the total $1458.00. No one could tell me why and no one could tell me where the money I already paid went. No one would agree to just hand over $777.30 for nothing!!
Since I have paid more than half of my balance towards the furniture, This is what I expect from Bob's discount furniture and [redacted]; I would like to pay off my balance for what I rightfully owe. The total purchase was $1458.00 and so far I've paid a $300 down payment and 3 payments of $159.10 which totals $477.30. Since I was told by your finance [redacted] rep that 100% of my payments goes towards the furniture, I expect you to honor what he said and deduct my $300 down payment and the $477.30 in payments I've already made, which totals $777.30. I was told the $300 downpayment was NOT my first payment. It was like a "security deposit" and would be applied towards my balance, that all of it would be applied to my balance. Therefore, I should rightfully only owe [redacted] and Bob's discount furniture a total of $680.70 which I will pay you today. Bobs furniture needs to contact [redacted], because I can not get a manager on the phone and no one will return my phone call, I did not have the chance to settle this with them. Now, Bob's may not "finance" but I hold Bobs Discount Furniture 100% responsible for the matter because we were lied to, deceived and information was not disclosed to us at the time of purchase. If I had known that I would be charged over 30% interest (which I am pretty sure is illegal under the Usury Laws in the state of Massachusetts) I would NEVER had agreed to finance your furniture, I don't think anyone would. I would also like someone to contact me. I have been patient and I have given the district manager of Bob's and [redacted] ample time to contact me but I have never once received a phone call. I used to sell cars, I know how financing works. From my years of experience, if someone wants to pay off their balance early they DON'T pay the financing (interest) fees because they are no longer financing.
If this matter can not be resolved and Bobs Discount Furniture as well as [redacted] do not agree to what I am asking, as stated above, I will be forced to take further steps to resolve this situation. I am not asking for a refund, I am not asking for free merchandise, I am simply asking to pay off my CORRECT balance of $680.70, which is what I rightfully owe. This Doesn't have to be a bigger issue than it should be. I have been a faithful customer of Bob's for many years, but this is the first time I was deceived into this [redacted] program and the 90 day promotion. I was lied to by Bobs sales and finance reps that this would help my credit and many other false statements they made to myself and my family who were also present at the time of purchase. I am honestly disgusted by the way myself and my fiance were treated when trying to resolve this matter over the phone with the store manager Jolisa G[redacted] and finance rep Kevin B[redacted] whom we both spoke too (he was also the rep that handled our paperwork). Neither Jolisa or Kevin could give me a straight answer and they both stated different answers when asked the same questions.
Again, I expect my balance of $680.70, as stated above, to be honored by Bobs Discount Furniture and [redacted] If you agree, I will pay my balance of $680.70 in full today and you can resolve this matter professionally and honorably and I will be satisified.
I may only be one customer to you but I know I am not the only person dealing with the same situation with Bobs Discount Furniture and [redacted]
All I am asking for is what is fair and what is right. I can only give you until tomorrow to respond, not by choice but because I will be charged more outrageous hidden fees that we were not aware of at the time of purchase.
If you prefer to contact me directly I can be reached at ###-###-#### or ###-###-####. Like I said I have yet to hear from anyone from Bobs or [redacted] regarding this matter. Even thought I have tried calling numerous times.
As a professional myself, if you claim you have nothing to do with the financing, then shame on Bobs to let a such business take place in their establishments and to have said company representing Bobs name. That is bad for business, in fact it's just bad business.
Please resolve this matter between (you)Bobs and [redacted] as soon as possible so I can pay you the $680.70 immediately.
I am disappointed it had to come to this, when it could have been handled much differently by Bobs and [redacted] I was left no choice when I haven't had 1 person return or respond to my calls, like I was promised by your customer service reps.
Please, respond as quickly as possible. I hope this can be resolved as soon as possible.
Thank you
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Evening Revdex.com-
I am very sorry to hear you
have located pests in your home.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The new merchandise that was
delivered was wrapped in plastic. Our trucks are routinely sprayed to prevent
any possibility of pests.
Cockroaches spread through
apartments and joined homes very quickly.
This customer lives in a strip of joined townhouses close by the
river. That is ideal conditions for this
particular pest. Roaches need very
little to survive but do thrive near water.
I refer to one of the many articles available on infestations:
If roaches are house hunting, they can check out your place by crawling
through tiny gaps around doors, pipes and other open spaces. Some adults can
grow fairly large, but can shimmy through slits as thin as one-sixteenth of an
inch (0.15 centimeters) [source: Ogg et al].
Contrary to popular belief, they aren't simply attracted to messy households,
although that will extend their stay. Instead, common roaches that invade homes
seek out warmth, moisture and darkness. Pizza left sitting out on the counter
is just an added bonus.
Roaches have become such widespread pests because they thrive on very
little. The insects require three things: water,
food and warm shelter. Roaches have lived off the bare essentials with few
changes since their creation 320 million years ago [source: Ogg et al].
Even the areas they choose for nesting indoors are minimalistic -- cramped
spaces in walls, behind picture frames, under sinks and elsewhere.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
size="3">
I personally spoke to this customer after she was connected into
my internal line last month (3.10.2015) regarding the property claim for wet
carpet, I did not make an outgoing call to this customer and while speaking
with the customer I fully explained to her how the property claims processed
worked with a third party trucking company.
At this time the customer verbally informed me that she would “feel
whole” if we were able to refund her delivery fee and I directly processed the
transaction for this concern as the
customer verbally agreed (to me directly) that she would not be pursing this
claim any further. At that time I made the customer aware that it would
take 5-7 days business days from the coming Friday (3.20.2015) for the delivery
fee refund check to be received. As the check was cut and sent on 3.20.2015 the
details I disclosed to this customer were fully adhered to.
In regards to the refund being processed on the sofa return we are
very sorry that the processing of this was not allocated from our system in the
same manner the refund I personally processed was. Our records do indicate that
we have worked above and beyond to get these checks expedited to our customer
by working outside of the normal guidelines that we disclose on the customer’s
invoice.
While the customer’s invoice discloses that any refund of check
will be issued within 16 days, we were able to release the remaining two checks
much more rapidly and our records indicate that all remaining refunds have been
processed back to our customer from our systems fully and the checks are en route.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved. While we assure our customer that their satisfaction is
extremely important to us, weather delays are not a part of our business we
have control over and the failure that we did cause during the delivery arrival
on 2/3 was made right by ensuring our delivery team returned to the delivery
stop to complete the delivery as scheduled. We take full ownership for any
failure that is within our control and have addressed the obvious coaching
concerns presented to us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card we are offering.
Contrary to this customer’s complaint, their account records reflect
no processed agreement or recording of speaking with us about a further form of
apology. As of right now we are able to express two apology offers to our
customer and while it is far beyond our normal practices to do so I have
included one monetary refund offer below honoring this person’s demand. In the
interest of fairness for all consumers alike, we do not offer apology amounts
based off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
Please ask the customer to review
the below offers of compensation and choose the one option they would prefer to move forward with.
Option #1:
Bobs Discount Furniture Gift card
in the amount of $100.00. If accepted the consumer can expect to receive this
card in their regular mail bag within 7-10 business days.
OR
Option #2:
A monetary refund (processed to
the customer’s Wells Fargo financing account) of $50.00. If accepted the
consumer can expect to verify this refund within 1 complete billing cycle via
their Wells Fargo financing statement.
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please refer to our last response for further details regarding our position on
expressed information provided to all of our customers alike. We remain
confident in the offer presented to this customer regarding the sofa concern in
our previous response. I have re- entered this offer below for review again:
In regards to the sofa-although the
damage is unrepairable and the cause of damage is extremely questionable, the
only option for recourse is for Bob’s Discount Furniture to act on behalf of
the Goof Proof protection plan purchased by this consumer and exchange the
sofa. By choosing to accept this offer, this consumer must understand that there will no longer be Goof Proof
protection on the exchanged item however; they may repurchase it on the new
sofa should they wish.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison