Good Day [redacted],
My office is in recent of your response as of 4.16.2015 and we are
replying again to you 4.17.2015.
The claim number you supplied is not a Bobs Discount
Furniture claim number, as previously indicated you have been reporting
concerns to the ‘accidental insurance coverage’ company called Guardian
Protection products and not Bobs Discount Furniture.
After performing research into the claim number you provided with
Guardian (along with the other claim numbers you have active with this company)
it has been discovered that your chairs are not experiencing any factory
defect concerns. You reported to Guardian (and also supplied photos that
outline) cosmetic damages on the chairs. In example- you reported to Guardian
that your chair has scratches on it and that there is a chair with a ripped
decking area (under the seat). These are not manufacturing concerns and are
related to something happening to the chairs that you have had in your home for
over two years time.
In speaking with Guardian today they have informed us that they
are approving the exchange of your table under your protection plan – this
fulfills the terms of your protection plan as the plan you purchased offers a
one time replacement ONLY. This fully covered protection plan replacement means
you no longer have an active protection plan open on the table. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any otheount Furniture directly within the first year of ownership under the
provisions of your warranty.
In an effort to help our partner (Guardian) close the claim you
have open with them we (Bobs Discount Furniture) have generously agreed to
exchange the chairs you have as a one time only courtesy. This fulfills
the terms of your protection plan as the plan you purchased offers a one time
replacement ONLY. This fully covered protection plan replacement means you no
longer have an active protection plan open on the chairs. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any other cosmetic
damage is NOT a factory defect. You are required to report any defects to Bobs
Discount Furniture directly within the first year of ownership under the
provisions of your warranty. I have included our ‘Service Policy’ below so you
have it for your records.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses and motion furniture may carry additional
factory guarantees. You must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to you. If the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
time. If the item is no longer available, you may reselect to other merchandise
or we will refund the purchase price. In the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected item. Merchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guarantees. Normal wear and tear or customer-caused problems are also excluded.
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt.
The request to have your paperwork entered has been made and these
exchanges are projected to be available for you to schedule with us (Bobs) by Tuesday, 4.21.2015. Please
contact our Customer Care Offices to schedule a delivery date where you have
the flexibility to take any estimated 4 hour time frame window for delivery.
Customer Care is available via telephone at [redacted] (Mon –
Sat: 630am -8:00pm / Sun: 10:30a- 7:00pm). We are unable to schedule delivery
for you thru this Revdex.com channel as availability changes every day and every hour.
Thank You,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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.
Thank you so much for getting this rectified for me. I'll be honest, I submitted this complaint thinking nothing would ever come of it. I was pleasantly surprised with how quickly the Revdex.com got this resolved. Thank you again!
Sincerely,
[redacted]
Good Afternoon Revdex.com-
white; line-height: 15pt;">I sincerely apologize for the inconvenience
this has caused our customer. I was able
to see the notes from the delivery team that this mattress was heavily
soiled. We do not encourage our teams to
pick up merchandise that is in that condition as we would not want to
contaminate the new merchandise that is on the truck. I can imagine that no customer would want to
look at their brand new merchandise on the truck and see a soiled mattress
leaning against it. We can also not
expect the teams to move or touch merchandise in this condition.
If the team was rude or did not conduct
themselves in a professional way in the home we are sincerely sorry for
that. That is not the way we expect our
teams to act in a customer’s home.
I see we have set this customer up for a
courtesy reselection on the foundations.
Once that delivery is completed and the customer is happy with
everything in the home, we can offer to have you call in and request an account
review. We would be able to offer
compensation for the team’s behavior in the home.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. There was an error on
the delivery paperwork that has now been corrected.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Linnea to rectify
the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Good Afternoon Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your bedding needs. Bob's
Discount Furniture understands the importance of a good nights rest and
apologizes that you have been unable to comfortably...
enjoy your sleep set.
There is a 18 year non- prorated warranty associated with your full size Bobby
bear mattress set. Bob's will gladly uphold the terms of your
warranty, in the event of a defect. Product replacements are provided
in the event of a documented defect. Based on the service report provided by
our Technician on, June 11, 2014, there was no defect present and as a result,
customer care was unable to honor your request for a replacement of the
mattress.
The extended warranty you make reference to is not an extension
of the manufacturer warranty but rather an accidental plan, designed to
protect the mattress against incidents that would otherwise void the
manufacturer warranty such as, food and beverage stains.
Although the technician found no defect present at the time of
his visit, I will be happy to offer you the option to return the mattress
for store credit in the amount of, $605.24. That amount includes the sales tax associated with the mattress however, you will be responsible for paying a new delivery fee. If you choose to accept this offer, you must reselect to the new mattress no later than, August 25, 2014.
Bob's Discount Furniture appreciates your business and hope that you find the above option fair.
Sincerely,
[redacted]
I had ordered quite a bit of furniture for my new house. I was assured that the furniture would be delivered before Christmas and our scheduled move in date. On the day preceding the scheduled delivery date, I called the store to make sure that all of the furniture would be delivered. I was assured it would be. I informed them that if all of the items were not there, cancel the order. Of course, the delivery man shows up with part of my sectional. part of my dining room set, part of a bedroom suite, etc. Nothing was complete. I refused to accept any of it. The store manager threatened me and customer service is horrible. This is one store where "buyer beware" should be posted on the entrance to the store. Getting a refund was even more of a nightmare.
Good Morning Revdex.com,
face="Calibri">This claim has been fully resolved by our business as of
3.12.2015.
The customer wrote to us directly thru an email channel and I
personally responded to the customer thru email back in March.
The customer accepted an even exchange of a replacement
ottoman on 3.12.2015.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
One again, your letter directly contradicts what I was last told by someone in your customer service dept. Your attempt to passively blame me for your multitude of errors, is also flat out wrong, and I have since learned that the notes in the file for this contain statements that are totally and completely untrue, as they reference events that never happened.
On Monday Aug 18th, I called and after waiting on hold for 20 minutes, tried to arrange for my couch to be picked up and a full refund issued. The man I initially spoke to said flat out they do not do that. That is when I started screaming over the phone, and I was transferred to a woman named [redacted] who identified herself as an Account Management Specialist. She said because of all the trouble, they would pickup the couch, and issue me a full refund. I asked if that would include the delivery charge, she spoke to another supervisor, and came back saying yes. She confirmed the amount I would be refunded would be $2,351.84 for the Sofa, chair, extended warranty, and delivery charge.
I was then transferred to someone in the accounting dept who took my credit card info to process the refund, and he also confirmed I would be refunded $2,351.84 as soon as the couch was received back in their warehouse, which it was on Thursday the 21st. Which means either both of those people outright lied to me, or your indecipherable embarrassment of a computer system screwed this all up yet again.
When the people came on Thursday to pickup my couch, it came as no surprise to me that their paperwork indicated they were to pickup my non-existent chair as well. Yet another screw up on your part. The driver then used my cell phone (while browsing his [redacted] in his other hand) to call and get it clarified. It also came as no surprise that even the number he had to call had him waiting on hold for nearly 20 minutes. And in case you get any ideas to try to say the couch was damaged, I have HD video of myself walking around the entire couch with the delivery / pickup truck visible on the street through the window to prove it was in perfect condition when it left my house, because you've proven you can't be trusted.
And now today you tell me I've been refunded for the sofa, but not for the item I never received in the first place, and now it's my responsibility to call the store to get that straightened out. I called the store, asked to speak to a manager, and spoke with [redacted] the sales manager. [redacted] was incredibly nice and helpful. He said I would be refunded the remaining balance of $1,045.11. He also remarked how situations like this aren't fair to his store or staff when they work so hard to make the sales experience very enjoyable, only to have it ruined by the people on the delivery side. [redacted] said I would get a phone call from someone in the account dept to take my credit card info to process the refund. After talking with [redacted] and how nice he was, I was actually thinking of giving Bob's a 2nd chance. But that all changed a few hours later.
I received a call from the account dept, but did not have the card used to make the purchase with me at the time, so he told me to call back when I did. I called back around 7pm, and gave the person my credit card information, and asked to confirm the amount I was being refunded. She said $854.93. I said that was wrong, and demanded to speak to a manager right away. Without saying a word, she put me on hold, and I sat on hold for the next 10 minutes. A girl named either [redacted] or [redacted], who identified herself as a supervisor, then picked up, and could not have been more rude or unprofessional. She said the refund of the delivery charge was held up because I refused delivery of it when it arrived. Refused delivery?! Even you know as well as I do that never happened and is completely made up. So, while you claim to be truthful and honest, there are things written in the file for this that are completely fabricated.
She went on to explain the refund would be processed in 2 payments- one for the couch, one for delivery, totaling $1045.11. I guess she had better things to do, because while I was in mid sentence, she put me on hold to transfer me back to someone in accounting. While [redacted], the sales manager, couldn't have been nicer and really did get me thinking I should give the store a 2nd chance, after the way [redacted], or [redacted], spoke to me, that will never happen.
After waiting on hold for another 10 minutes, I'm back to the person I was initially speaking to, and she began processing my refund. A process that took another 10 minutes- The total duration of this phone call was over 35 minutes. She told me that according to the file, people from the customer service dept have been "trying to contact me" about my refund "for several days." I find that statement remarkable, since you never called me, or emailed me, so I'm very curious what exactly "trying to contact" means.
As of 8pm on August 27, my credit card statement shows a refund of $1,306.73. If the remaining refunds do not show up in the next few days as they should, I will be disputing the charge to my credit card and you can take the matter up with them- something I should have done 2 weeks ago. I have put up with this far longer than I ever should have.
Good Afternoon Ms. [redacted],
I have researched your account, service report as well as the photo of the arm on your sofa. The damage seen in the photo is not reflective of cracking and peeling commonly seen on bonded leather leather furniture products. It appears that there...
was a specific accident or possibly an improper cleaning product used and someone then peeled an area of the leather off. Goof proof is designed to provide recourse against most common types of in home accidental damage. When and how did this damage occur? Based on the report and pictures supplied by the service technican, Bob's is unable to offer any recourse under the manufactuerer warranty.
If you prefer, you may cancel the goof proof plan for a refund or provide details to Guardian/goof proof as to how the damage occured.
Complaint: [redacted]
I am rejecting this response because:My husband and I would like our money back we have had too many problems with furniture from bobs and sick of arguing with them their quality of furniture is no good
Sincerely,
[redacted]
The worst furniture store I have seen so far. The customer service is horrible, long time waiting on the phone and can't resolve your issue. I purchased a sofa two years ago with 5-years warranty on it, the sales guy made a lot of promises saying that if anything broke or bad in the sofa, call us and we fix or replace for you. So, I have issue on my sofa recently and called them to have technician to check, he can and saw the problem, reported to the CS on phone, then he left me talked to the CS on phone about two hours and then she told me that is not cover under the warranty, goodbye, I told her I want to talk to the higher manager to get this fix, she put me on hold for 30 minutes, then said someone on other line can speak to me and then hung up my call, I'm not even transferred to the next person yet that [redacted] hung my call that I had been on phone already 3 hours and then had to redial in again
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached the sales flyer (we provided at the time of sale).
I was able to see from photos submitted to
[redacted] that this customer is in need of stretchers for the [redacted] Chairs
purchased in 2012. I have set up a part
order for the customer to be shipped free of charge 2 side stretcher and 2
front stretchers. This would be denied
by [redacted] as they only cover accidents to the pieces and this break was not
reported as an accident.
If there are other issues that may be
manufacturing in nature, please submit photos I will make a determination after
reviewing photos. We at Bob’s are only
able to offer parts or a “Best Effort” service for issues that are of a
manufacturing nature.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color) for each item that may
be a manufacturer defect
- 1 Picture that clearly shows the entire piece (seats, inside backs, arms)
- 1 Picture that
clearly shows the damage at close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the warranty on the
mattress they purchased from us. We did
send a factory trained technician out to give us a report on the mattress
February 27, 2016. He reported back to
us that he did not see any manufacturing defects on the mattress. He reported that “cause and condition: normal
good”. I have no idea what he may have said to you in
the home, they are there to report the damage or issue, they do not decide on
replacements. He reported to us that it
was normal with no defects.
I apologize if you feel that you have been
given the run around, going off of that technician’s report we would not have
offered any recourse.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. If the mattress is bulging or sagging it
should show in photos. The easiest and
most obvious way to show this kind of issue on a mattress is to lay a broom or
mop handle across the bed and stand at the foot and take the picture.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color)
- 1 Picture that clearly shows the entire facing surface
- 1 Picture that clearly shows the damage at close range
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer. We
will not be able to offer a refund, but if the photos show the damage we will
certainly be able to offer a reselection based on the terms of the warranty.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
We are so sorry for the poor delivery experience
this customer encountered. There is no
justification for anyone entering a customer’s home and making them feel
uncomfortable. When you allow a delivery
or service in your home, you should expect a certain level of civility and
conduct. I am so distressed that this
customer was made to feel uncomfortable.
We do not expect any member of our Bob’s family to be discourteous; we
would definitely not expect them to appear as threatening or confrontational. This has been addressed with internally. This
is not an issue we take lightly. We are
very sorry that we failed this customer.
Kindest
Regards, ...⇄ />
Tracy Sa[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
I
apologize if my first response left you feeling unsatisfied and I apologize
further if the communication read unclear in any manner. The information
regarding monthly payments and total cost that I provided to you was taken
directly from the first page of your lease agreement and I have attached this
file to this communication for reference. Bobs Discount Furniture is partnered
with the ‘Acceptance Now –RAC’ company because this offers our customers more
purchasing power. There are many consumers who wish to use this option to build
or rebuild their credit while receiving quality home furnishings and Bobs
Discount Furniture supports offering every demographic all available buying
options we can. I never intended to communicate that Bob’s Discount Furniture
sought to disassociate ourselves from the ‘Acceptance Now- RAC’ program, my
intention was to clarify that this company is the current owner of the
sectional that resides at your residence. While this sectional is apart of our
stock inventory and was sold to you at a Bobs Discount Furniture location, the
fact remains that by signing this lease agreement you (as your own individual
consumer) agreed to buy this sectional under the terms outlined on the lease
agreement.
Bobs
Discount Furniture takes ownership for every customer complaint we can and I am
personally embarrassed by the alleged sales experience you state you had in our
store and I have made every effort possible to ensure we correctly address the
concerns you had with our sales professionals. I have also spent several days
contacting the folks at the ‘Acceptance Now- RAC’ company and many senior
levels of our retail management chain to see how I could try and resolve this
complaint for you. I promise you that I have genuinely tried to find a way that
buying this furniture directly through the credit you have paid to ‘Acceptance
Now – RAC’ would be possible, I am continually met with a dead end due to the
fact that you signed a contractual agreement verifying that you understood the
terms you were agreeing to. I have acted as a liaison on your part and
regretfully there is no other recourse I can pursue to try and escalate this
claim. While I do not intend to ‘pass this off’ I know that Bobs Discount
Furniture has no way to offer you the recourse you are looking for. I believe
calling the ‘Acceptance Now – RAC’ folks is the next step you should take as a
return may be possible, but as they are the current owner of the sectional this
choice would be up to them and based on the terms listed on the signed contract
you agreed to.
Please
know that I acknowledge your concerns and agree with you on several levels and
would like to offer you a Bobs Discount Furniture Gift Card in the amount of
$100.00 to use on a future purchase as a form of apology. I apologize further
because I even checked to see if you could use this gift card towards your
leasing fees and received several answers indicating this would not be possible
as the ‘Acceptance Now- RAC’ company is a separate store from Bobs Discount
Furniture. Please let me know if you would like this gift card mailed to you
and I will process it after I receive your response.
I
am truly very sorry and sad that we have no other options for you relating to
this concern.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
major-latin;">Good Morning Revdex.com-
We agree that it is unfair to ask this customer
to have recliners in the home that are only 5 months old that the customer can
not use. We agree the customer should
not have to wait months for parts. We
are very sorry that this customer was given that as the only option. We will absolutely be exchanging the recliner
for the customer. The exchange has been
set up; the customer will need to call into either customer care or their store
to schedule the exchange. We do always
offer parts and service first, and we will continue to honor our warranty in
the future. The order numbers for the
exchange are [redacted] and [redacted] please reference these when calling to
schedule. We are not able to offer a refund on any
merchandise that has been delivered into the home, we hope the customer will
accept this option.
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
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry for the inconvenience this...
failure has caused our customer. We can certainly understand that waiting a
week after the delivery for the bed to be assembled would be frustrating. We will certainly offer compensation for
this extreme inconvenience. We do always
offer compensation in the form of a Bob’s Gift Card. Once the assembly has been completed and the customer
is happy with the merchandise in the home, we can do an account review for
compensation. The customer would just
need to call in once the delivery team leaves the home on Saturday and ask for
an account review.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
[redacted],
I understand that you are dissatisfied with your furniture. The offers previously presented were decided upon based on our desire to maintain customer satisfaction. The concerns you have expressed in regard to the furniture are unrelated to a defect. Based on your calculation, 18 seat cushions and pillows sagging would be reflective of normal use, especially 2 years after delivery unless there is an underlying frame issue; the same would apply to the multiple broken drawers and 6 broken tracks on the dresser and chest.
Our previous offer for replacement parts or cancellation of the goof proof plan are still valid; unfortunately we are unable to fully honor your desired resolution.
Sincerely
[redacted]
Good
Afternoon [redacted],
I
apologize that you found my first response less than satisfactory. We are
genuinely trying to meet your concerns with a resolution that you find acceptable.
I never meant to discourage you from wanting replacement parts and service by
being honest about the possible shipping time of the part order. If you were
willing to accept a part order from us I would certainly speak with the vendor
of this set in regards to your circumstance and request that they air mail this
to us to try and get it faster for you. As we normally don’t have these types
of mechanism concerns with this set we don’t have a valid reason to always keep
expensive replacement parts in stock. Bobs Discount Furniture offers all of our
customers the best quality for the best price.
If
you are still unwilling to accept the free parts and labor option we can reach
out to even further because at the end of each business day Bobs Discount
Furniture is a company that cares for our customers and makes an extreme
effort, such as this, to reach out and help. We can provide you with an 80%
store credit based off the original price you paid for the sofa and loveseat.
As you are out of warranty and we are unable to re sell used product the return
of your sofa and loveseat is considered a total loss to Bobs Discount
Furniture. By offering you this 80% credit I am working way above any policy we
have in place to ensure your satisfaction. Customer satisfaction is our number
one goal; however we are still a business and need to ensure we are balancing
our customer’s needs with the needs of our business. Should you accept this
option we will look to remove your old furniture set from your home on the same
day or before your new set arrives. If you would like your new set to be
delivered there will be a delivery charge for you to pay. We can pick up the
old set at no charge to you if you’d prefer but we are unable to deliver new
merchandise at no cost. Should you choose to use our delivery service for the
new set you pick out please expect to pay a delivery fee at the time of the new
sale, we work very hard to offer you the best value and we never work the fee
of paying a delivery team and putting gas in their trucks into the price of our
product.
As
you have stated that you will need a new set of furniture I am seeking to offer
you a resolution that will satisfy that particular need. Please respond to me
through this channel and let me know if you would like me to process this store
credit or if you would like the part ordered and installed for you at no cost.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day [redacted],
My office is in recent of your response as of 4.16.2015 and we are
replying again to you 4.17.2015.
The claim number you supplied is not a Bobs Discount
Furniture claim number, as previously indicated you have been reporting
concerns to the ‘accidental insurance coverage’ company called Guardian
Protection products and not Bobs Discount Furniture.
After performing research into the claim number you provided with
Guardian (along with the other claim numbers you have active with this company)
it has been discovered that your chairs are not experiencing any factory
defect concerns. You reported to Guardian (and also supplied photos that
outline) cosmetic damages on the chairs. In example- you reported to Guardian
that your chair has scratches on it and that there is a chair with a ripped
decking area (under the seat). These are not manufacturing concerns and are
related to something happening to the chairs that you have had in your home for
over two years time.
In speaking with Guardian today they have informed us that they
are approving the exchange of your table under your protection plan – this
fulfills the terms of your protection plan as the plan you purchased offers a
one time replacement ONLY. This fully covered protection plan replacement means
you no longer have an active protection plan open on the table. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any otheount Furniture directly within the first year of ownership under the
provisions of your warranty.
In an effort to help our partner (Guardian) close the claim you
have open with them we (Bobs Discount Furniture) have generously agreed to
exchange the chairs you have as a one time only courtesy. This fulfills
the terms of your protection plan as the plan you purchased offers a one time
replacement ONLY. This fully covered protection plan replacement means you no
longer have an active protection plan open on the chairs. These terms and
conditions are fully listed on the terms and conditions page (that the flyer
you posted directs you to read) therefore this is an undisputable fact. Your
replacement merchandise will carry a one year guarantee for factory defects
ONLY. A scratch, scrape, knick, ripped seat underneath, or any other cosmetic
damage is NOT a factory defect. You are required to report any defects to Bobs
Discount Furniture directly within the first year of ownership under the
provisions of your warranty. I have included our ‘Service Policy’ below so you
have it for your records.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses and motion furniture may carry additional
factory guarantees. You must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to you. If the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
time. If the item is no longer available, you may reselect to other merchandise
or we will refund the purchase price. In the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected item. Merchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guarantees. Normal wear and tear or customer-caused problems are also excluded.
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt.
The request to have your paperwork entered has been made and these
exchanges are projected to be available for you to schedule with us (Bobs) by Tuesday, 4.21.2015. Please
contact our Customer Care Offices to schedule a delivery date where you have
the flexibility to take any estimated 4 hour time frame window for delivery.
Customer Care is available via telephone at [redacted] (Mon –
Sat: 630am -8:00pm / Sun: 10:30a- 7:00pm). We are unable to schedule delivery
for you thru this Revdex.com channel as availability changes every day and every hour.
Thank You,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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.
Thank you so much for getting this rectified for me. I'll be honest, I submitted this complaint thinking nothing would ever come of it. I was pleasantly surprised with how quickly the Revdex.com got this resolved. Thank you again!
Sincerely,
[redacted]
Good Afternoon Revdex.com-
white; line-height: 15pt;">I sincerely apologize for the inconvenience
this has caused our customer. I was able
to see the notes from the delivery team that this mattress was heavily
soiled. We do not encourage our teams to
pick up merchandise that is in that condition as we would not want to
contaminate the new merchandise that is on the truck. I can imagine that no customer would want to
look at their brand new merchandise on the truck and see a soiled mattress
leaning against it. We can also not
expect the teams to move or touch merchandise in this condition.
If the team was rude or did not conduct
themselves in a professional way in the home we are sincerely sorry for
that. That is not the way we expect our
teams to act in a customer’s home.
I see we have set this customer up for a
courtesy reselection on the foundations.
Once that delivery is completed and the customer is happy with
everything in the home, we can offer to have you call in and request an account
review. We would be able to offer
compensation for the team’s behavior in the home.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. There was an error on
the delivery paperwork that has now been corrected.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Linnea to rectify
the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your bedding needs. Bob's
Discount Furniture understands the importance of a good nights rest and
apologizes that you have been unable to comfortably...
enjoy your sleep set.
There is a 18 year non- prorated warranty associated with your full size Bobby
bear mattress set. Bob's will gladly uphold the terms of your
warranty, in the event of a defect. Product replacements are provided
in the event of a documented defect. Based on the service report provided by
our Technician on, June 11, 2014, there was no defect present and as a result,
customer care was unable to honor your request for a replacement of the
mattress.
The extended warranty you make reference to is not an extension
of the manufacturer warranty but rather an accidental plan, designed to
protect the mattress against incidents that would otherwise void the
manufacturer warranty such as, food and beverage stains.
Although the technician found no defect present at the time of
his visit, I will be happy to offer you the option to return the mattress
for store credit in the amount of, $605.24. That amount includes the sales tax associated with the mattress however, you will be responsible for paying a new delivery fee. If you choose to accept this offer, you must reselect to the new mattress no later than, August 25, 2014.
Bob's Discount Furniture appreciates your business and hope that you find the above option fair.
Sincerely,
[redacted]
I had ordered quite a bit of furniture for my new house. I was assured that the furniture would be delivered before Christmas and our scheduled move in date. On the day preceding the scheduled delivery date, I called the store to make sure that all of the furniture would be delivered. I was assured it would be. I informed them that if all of the items were not there, cancel the order. Of course, the delivery man shows up with part of my sectional. part of my dining room set, part of a bedroom suite, etc. Nothing was complete. I refused to accept any of it. The store manager threatened me and customer service is horrible. This is one store where "buyer beware" should be posted on the entrance to the store. Getting a refund was even more of a nightmare.
Good Morning Revdex.com,
face="Calibri">This claim has been fully resolved by our business as of
3.12.2015.
The customer wrote to us directly thru an email channel and I
personally responded to the customer thru email back in March.
The customer accepted an even exchange of a replacement
ottoman on 3.12.2015.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
One again, your letter directly contradicts what I was last told by someone in your customer service dept. Your attempt to passively blame me for your multitude of errors, is also flat out wrong, and I have since learned that the notes in the file for this contain statements that are totally and completely untrue, as they reference events that never happened.
On Monday Aug 18th, I called and after waiting on hold for 20 minutes, tried to arrange for my couch to be picked up and a full refund issued. The man I initially spoke to said flat out they do not do that. That is when I started screaming over the phone, and I was transferred to a woman named [redacted] who identified herself as an Account Management Specialist. She said because of all the trouble, they would pickup the couch, and issue me a full refund. I asked if that would include the delivery charge, she spoke to another supervisor, and came back saying yes. She confirmed the amount I would be refunded would be $2,351.84 for the Sofa, chair, extended warranty, and delivery charge.
I was then transferred to someone in the accounting dept who took my credit card info to process the refund, and he also confirmed I would be refunded $2,351.84 as soon as the couch was received back in their warehouse, which it was on Thursday the 21st. Which means either both of those people outright lied to me, or your indecipherable embarrassment of a computer system screwed this all up yet again.
When the people came on Thursday to pickup my couch, it came as no surprise to me that their paperwork indicated they were to pickup my non-existent chair as well. Yet another screw up on your part. The driver then used my cell phone (while browsing his [redacted] in his other hand) to call and get it clarified. It also came as no surprise that even the number he had to call had him waiting on hold for nearly 20 minutes. And in case you get any ideas to try to say the couch was damaged, I have HD video of myself walking around the entire couch with the delivery / pickup truck visible on the street through the window to prove it was in perfect condition when it left my house, because you've proven you can't be trusted.
And now today you tell me I've been refunded for the sofa, but not for the item I never received in the first place, and now it's my responsibility to call the store to get that straightened out. I called the store, asked to speak to a manager, and spoke with [redacted] the sales manager. [redacted] was incredibly nice and helpful. He said I would be refunded the remaining balance of $1,045.11. He also remarked how situations like this aren't fair to his store or staff when they work so hard to make the sales experience very enjoyable, only to have it ruined by the people on the delivery side. [redacted] said I would get a phone call from someone in the account dept to take my credit card info to process the refund. After talking with [redacted] and how nice he was, I was actually thinking of giving Bob's a 2nd chance. But that all changed a few hours later.
I received a call from the account dept, but did not have the card used to make the purchase with me at the time, so he told me to call back when I did. I called back around 7pm, and gave the person my credit card information, and asked to confirm the amount I was being refunded. She said $854.93. I said that was wrong, and demanded to speak to a manager right away. Without saying a word, she put me on hold, and I sat on hold for the next 10 minutes. A girl named either [redacted] or [redacted], who identified herself as a supervisor, then picked up, and could not have been more rude or unprofessional. She said the refund of the delivery charge was held up because I refused delivery of it when it arrived. Refused delivery?! Even you know as well as I do that never happened and is completely made up. So, while you claim to be truthful and honest, there are things written in the file for this that are completely fabricated.
She went on to explain the refund would be processed in 2 payments- one for the couch, one for delivery, totaling $1045.11. I guess she had better things to do, because while I was in mid sentence, she put me on hold to transfer me back to someone in accounting. While [redacted], the sales manager, couldn't have been nicer and really did get me thinking I should give the store a 2nd chance, after the way [redacted], or [redacted], spoke to me, that will never happen.
After waiting on hold for another 10 minutes, I'm back to the person I was initially speaking to, and she began processing my refund. A process that took another 10 minutes- The total duration of this phone call was over 35 minutes. She told me that according to the file, people from the customer service dept have been "trying to contact me" about my refund "for several days." I find that statement remarkable, since you never called me, or emailed me, so I'm very curious what exactly "trying to contact" means.
As of 8pm on August 27, my credit card statement shows a refund of $1,306.73. If the remaining refunds do not show up in the next few days as they should, I will be disputing the charge to my credit card and you can take the matter up with them- something I should have done 2 weeks ago. I have put up with this far longer than I ever should have.
Sincerely,
[redacted]
Don't bother with this company! Furniture paid in full, delivery promised; no show and no one knows anything about anything. Stay away!!!!!
Good Afternoon Ms. [redacted],
I have researched your account, service report as well as the photo of the arm on your sofa. The damage seen in the photo is not reflective of cracking and peeling commonly seen on bonded leather leather furniture products. It appears that there...
was a specific accident or possibly an improper cleaning product used and someone then peeled an area of the leather off. Goof proof is designed to provide recourse against most common types of in home accidental damage. When and how did this damage occur? Based on the report and pictures supplied by the service technican, Bob's is unable to offer any recourse under the manufactuerer warranty.
If you prefer, you may cancel the goof proof plan for a refund or provide details to Guardian/goof proof as to how the damage occured.
Complaint: [redacted]
I am rejecting this response because:My husband and I would like our money back we have had too many problems with furniture from bobs and sick of arguing with them their quality of furniture is no good
Sincerely,
[redacted]
The worst furniture store I have seen so far. The customer service is horrible, long time waiting on the phone and can't resolve your issue. I purchased a sofa two years ago with 5-years warranty on it, the sales guy made a lot of promises saying that if anything broke or bad in the sofa, call us and we fix or replace for you. So, I have issue on my sofa recently and called them to have technician to check, he can and saw the problem, reported to the CS on phone, then he left me talked to the CS on phone about two hours and then she told me that is not cover under the warranty, goodbye, I told her I want to talk to the higher manager to get this fix, she put me on hold for 30 minutes, then said someone on other line can speak to me and then hung up my call, I'm not even transferred to the next person yet that [redacted] hung my call that I had been on phone already 3 hours and then had to redial in again
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached the sales flyer (we provided at the time of sale).
I was able to see from photos submitted to
[redacted] that this customer is in need of stretchers for the [redacted] Chairs
purchased in 2012. I have set up a part
order for the customer to be shipped free of charge 2 side stretcher and 2
front stretchers. This would be denied
by [redacted] as they only cover accidents to the pieces and this break was not
reported as an accident.
If there are other issues that may be
manufacturing in nature, please submit photos I will make a determination after
reviewing photos. We at Bob’s are only
able to offer parts or a “Best Effort” service for issues that are of a
manufacturing nature.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color) for each item that may
be a manufacturer defect
- 1 Picture that clearly shows the entire piece (seats, inside backs, arms)
- 1 Picture that
clearly shows the damage at close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the warranty on the
mattress they purchased from us. We did
send a factory trained technician out to give us a report on the mattress
February 27, 2016. He reported back to
us that he did not see any manufacturing defects on the mattress. He reported that “cause and condition: normal
good”. I have no idea what he may have said to you in
the home, they are there to report the damage or issue, they do not decide on
replacements. He reported to us that it
was normal with no defects.
I apologize if you feel that you have been
given the run around, going off of that technician’s report we would not have
offered any recourse.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. If the mattress is bulging or sagging it
should show in photos. The easiest and
most obvious way to show this kind of issue on a mattress is to lay a broom or
mop handle across the bed and stand at the foot and take the picture.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color)
- 1 Picture that clearly shows the entire facing surface
- 1 Picture that clearly shows the damage at close range
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer. We
will not be able to offer a refund, but if the photos show the damage we will
certainly be able to offer a reselection based on the terms of the warranty.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
size="3">
We are so sorry for the poor delivery experience
this customer encountered. There is no
justification for anyone entering a customer’s home and making them feel
uncomfortable. When you allow a delivery
or service in your home, you should expect a certain level of civility and
conduct. I am so distressed that this
customer was made to feel uncomfortable.
We do not expect any member of our Bob’s family to be discourteous; we
would definitely not expect them to appear as threatening or confrontational. This has been addressed with internally. This
is not an issue we take lightly. We are
very sorry that we failed this customer.
Kindest
Regards,
...⇄ /> Tracy Sa[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
I
apologize if my first response left you feeling unsatisfied and I apologize
further if the communication read unclear in any manner. The information
regarding monthly payments and total cost that I provided to you was taken
directly from the first page of your lease agreement and I have attached this
file to this communication for reference. Bobs Discount Furniture is partnered
with the ‘Acceptance Now –RAC’ company because this offers our customers more
purchasing power. There are many consumers who wish to use this option to build
or rebuild their credit while receiving quality home furnishings and Bobs
Discount Furniture supports offering every demographic all available buying
options we can. I never intended to communicate that Bob’s Discount Furniture
sought to disassociate ourselves from the ‘Acceptance Now- RAC’ program, my
intention was to clarify that this company is the current owner of the
sectional that resides at your residence. While this sectional is apart of our
stock inventory and was sold to you at a Bobs Discount Furniture location, the
fact remains that by signing this lease agreement you (as your own individual
consumer) agreed to buy this sectional under the terms outlined on the lease
agreement.
Bobs
Discount Furniture takes ownership for every customer complaint we can and I am
personally embarrassed by the alleged sales experience you state you had in our
store and I have made every effort possible to ensure we correctly address the
concerns you had with our sales professionals. I have also spent several days
contacting the folks at the ‘Acceptance Now- RAC’ company and many senior
levels of our retail management chain to see how I could try and resolve this
complaint for you. I promise you that I have genuinely tried to find a way that
buying this furniture directly through the credit you have paid to ‘Acceptance
Now – RAC’ would be possible, I am continually met with a dead end due to the
fact that you signed a contractual agreement verifying that you understood the
terms you were agreeing to. I have acted as a liaison on your part and
regretfully there is no other recourse I can pursue to try and escalate this
claim. While I do not intend to ‘pass this off’ I know that Bobs Discount
Furniture has no way to offer you the recourse you are looking for. I believe
calling the ‘Acceptance Now – RAC’ folks is the next step you should take as a
return may be possible, but as they are the current owner of the sectional this
choice would be up to them and based on the terms listed on the signed contract
you agreed to.
Please
know that I acknowledge your concerns and agree with you on several levels and
would like to offer you a Bobs Discount Furniture Gift Card in the amount of
$100.00 to use on a future purchase as a form of apology. I apologize further
because I even checked to see if you could use this gift card towards your
leasing fees and received several answers indicating this would not be possible
as the ‘Acceptance Now- RAC’ company is a separate store from Bobs Discount
Furniture. Please let me know if you would like this gift card mailed to you
and I will process it after I receive your response.
I
am truly very sorry and sad that we have no other options for you relating to
this concern.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
major-latin;">Good Morning Revdex.com-
We agree that it is unfair to ask this customer
to have recliners in the home that are only 5 months old that the customer can
not use. We agree the customer should
not have to wait months for parts. We
are very sorry that this customer was given that as the only option. We will absolutely be exchanging the recliner
for the customer. The exchange has been
set up; the customer will need to call into either customer care or their store
to schedule the exchange. We do always
offer parts and service first, and we will continue to honor our warranty in
the future. The order numbers for the
exchange are [redacted] and [redacted] please reference these when calling to
schedule. We are not able to offer a refund on any
merchandise that has been delivered into the home, we hope the customer will
accept this option.
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
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry for the inconvenience this...
failure has caused our customer. We can certainly understand that waiting a
week after the delivery for the bed to be assembled would be frustrating. We will certainly offer compensation for
this extreme inconvenience. We do always
offer compensation in the form of a Bob’s Gift Card. Once the assembly has been completed and the customer
is happy with the merchandise in the home, we can do an account review for
compensation. The customer would just
need to call in once the delivery team leaves the home on Saturday and ask for
an account review.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
[redacted],
I understand that you are dissatisfied with your furniture. The offers previously presented were decided upon based on our desire to maintain customer satisfaction. The concerns you have expressed in regard to the furniture are unrelated to a defect. Based on your calculation, 18 seat cushions and pillows sagging would be reflective of normal use, especially 2 years after delivery unless there is an underlying frame issue; the same would apply to the multiple broken drawers and 6 broken tracks on the dresser and chest.
Our previous offer for replacement parts or cancellation of the goof proof plan are still valid; unfortunately we are unable to fully honor your desired resolution.
Sincerely
[redacted]
Good
Afternoon [redacted],
I
apologize that you found my first response less than satisfactory. We are
genuinely trying to meet your concerns with a resolution that you find acceptable.
I never meant to discourage you from wanting replacement parts and service by
being honest about the possible shipping time of the part order. If you were
willing to accept a part order from us I would certainly speak with the vendor
of this set in regards to your circumstance and request that they air mail this
to us to try and get it faster for you. As we normally don’t have these types
of mechanism concerns with this set we don’t have a valid reason to always keep
expensive replacement parts in stock. Bobs Discount Furniture offers all of our
customers the best quality for the best price.
If
you are still unwilling to accept the free parts and labor option we can reach
out to even further because at the end of each business day Bobs Discount
Furniture is a company that cares for our customers and makes an extreme
effort, such as this, to reach out and help. We can provide you with an 80%
store credit based off the original price you paid for the sofa and loveseat.
As you are out of warranty and we are unable to re sell used product the return
of your sofa and loveseat is considered a total loss to Bobs Discount
Furniture. By offering you this 80% credit I am working way above any policy we
have in place to ensure your satisfaction. Customer satisfaction is our number
one goal; however we are still a business and need to ensure we are balancing
our customer’s needs with the needs of our business. Should you accept this
option we will look to remove your old furniture set from your home on the same
day or before your new set arrives. If you would like your new set to be
delivered there will be a delivery charge for you to pay. We can pick up the
old set at no charge to you if you’d prefer but we are unable to deliver new
merchandise at no cost. Should you choose to use our delivery service for the
new set you pick out please expect to pay a delivery fee at the time of the new
sale, we work very hard to offer you the best value and we never work the fee
of paying a delivery team and putting gas in their trucks into the price of our
product.
As
you have stated that you will need a new set of furniture I am seeking to offer
you a resolution that will satisfy that particular need. Please respond to me
through this channel and let me know if you would like me to process this store
credit or if you would like the part ordered and installed for you at no cost.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison