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]
money has been returned . I will never use bobs again and have told everyone I know about my experience with pic s of dirty mattress still in the plastic this is an unexceptible practice
Good Morning Revdex.com,
Please thank our customer for sending
thru the requested evidence.
As indicated previously we are a business and like any other and we absolutely do
make mistakes, we take full responsibility for our mistake in this scenario and
seek only to make it right by our customer. Through research and with the
evidence our customer graciously provided we have discovered that during the
month that lapsed in between the sale of this article number and the actual
delivery our stock was changed and our customer was never properly notified.
While this circumstance is extreme and rare we completely understand the level
of failure our customer has experienced due to our lack of care.
We spoke with this
customer directly on 5.29.2015 and accepted ownership for our failure, offered
our apologies and a direct offer of resolution at that time which was ultimately
declined by our customer. We acknowledge the reason why our customer felt
necessary to escalate this concern and have posted several offers for
resolution below for our customer’s review. The customer is welcome to respond
to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted]
As the information previously
requested regarding our severe coaching concern was not posted in the customer’s
last response I will ask again:
If the customer can also provide the dates,
times, and names of the representatives he claims called him an inappropriate
name that would greatly help us investigate this concern further. We do not
support name calling as a form of customer care and are truly embarrassed by
this accusation.
Option
1:
We will remove the
merchandise from the customer’s home and provide a refund based on the purchase
price.
-Or-
Option 2:
The customer may keep
the current merchandise with all of its associated warranties and we will
refund 50% of the cost of the merchandise to the customer’s original method of
payment
-Or-
Option 3:
We will provide the
customer with a store credit, based on the price originally paid for the
merchandise, so that they can reselect to an item that meets the qualifications
they were initially seeking. We will expect to remove the current merchandise
on the same date we deliver the new selection. We will also apply an additional
$100.00 store credit to this option as a further form of our apology (the
$100.00 Bobs Gift Card was the original offer made to our customer back in May
of this year).
Should our customer find
any of these options to be an acceptable way of moving onward we look forward
to their response with which option they feel suits them best.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this was a shipment our inventory system
clearly expected in sooner we scheduled based on the date the manufacturer had promised
us. When we were informed the pieces
were going to be delayed we reached out to inform the customer. Often these shipments will be stuck in
customs or delayed due to shipping issues.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The refund
paperwork has been processed and released to Am Ex.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
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 are many training
opportunities in this failure. The
issues the customer has presented will be addressed appropriately.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome. The delivery was
successfully completed today 8.23.16.
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.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. The new mattress is
scheduled for 2.18.17. We sincerely hope
that the delivery is completed without issue.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Brienne to
rectify the situation and reach a satisfactory outcome. We will be offering the customer compensation
based on the delivery and communication failures.
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 [redacted],
I apologize that you found my first response unsatisfactory and confusing.
We are offering to refund your delivery fee in full because we did not uphold
our original promise to you. Your item has since been delivered in a condition
that you deem to be acceptable. Based on the amount of deliveries we complete
each day (estimated at 3,000) there is not enough man power available to most
companies to check every single item leaving our distribution center. We must
trust the overseas vendors that we buy from to a certain extent, please also
consider that opening merchandise that has been boxed or wrapped for shipment
opens up the chance for damages to occur so in all reality it is not a good
choice to open and repackage every piece we ship out. Another valid point I’d
like you to be aware of is the fact that your merchandise came from our ** distribution center. Following our usually successful process for shipment and
delivery, your items were loaded to a transfer truck and shipped to a trucking
depot where they were offloaded and reloaded to a box truck that eventually
delivered to you. There are chances for damage concerns to arise within the traveling
of any item which makes even a special inspection prior to it leaving our
distribution center open for disappointment. I am truly sorry that one of the
various items delivered to you had any concerns that you had to spend your
valuable time following up on.
We value your feedback on an extreme level and have already begun
ensuring our team members are better coached to provide the suitable amount of
empathy your concerns deserved.
As a business we have corrected our failures and offered you a
further form of monetary apology.
We are currently working above and beyond our normal guidelines because
we do understand the level to which you feel wronged by us.
Our original offer remains as our final offer because it is fair
and appropriate based on all facts within your case.
If you would like to accept this offer for compensation you may
write to me through this Revdex.com channel or you can contact our [redacted]
Department at ###-###-####.
Kind
Regards,
[redacted]
[redacted]
Bobs Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While I will continue to accept the credit provided by Bob's and be stuck paying for an additional protection plan that I was informed clearly would not cover the chair when I contacted them. For Bob's information, I did not call Guardsman and am well aware that I called Goof Proof.
I will leave the chairs and the new protection plan in place as it's currently set up on my replacement order. But I will be sure that I will no longer be a consumer of Bob's.
Sincerely,
[redacted]
Thank you for approving the exchange of the 2 chairs, Please contact me [redacted] at anytime to schedule a time and date to exchange the damaged chairs. As for the table scratch please inform Guardian to also contact me to set up a date to come and fix the table.
Thanks again.
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]
Stay away from this bait-and-switch! The sales people are nice, but once they have your money, you get the slimy, "used car sales" side of the business. I have never met a more incompetent, itic furniture delivery service. Delivery sucks!
FIVE TIMES in a row! They messed up our order EVERY. SINGLE. TIME. A piece was missing. They sent a bed frame that was damaged. A dresser was damaged. They sent the wrong color sectional component. TWICE. They can't get something right even if they tried! It's something different each time! They simply don't have anyone doing quality control.
And they won't fix their error the same day, they will come back a week later with the correct order. Keep in mind that we're already waiting over four hours for them to arrive! A beautiful, sunny afternoon wasted stuck indoors waiting on them to correct their previous mistakes! You better like waiting around for an entire day. And don't expect your furniture when Bob says you will have it. You might be sleeping on the floor for a week otherwise.
They even messed up our front lawn unpacking all the boxes. After they left, I had to sweep up all of the cardboard and Styrofoam trash from my sidewalk and lawn. I was appalled at the lack of professionalism.
I feel bad for the hardworking people at the store because the distribution people are dragging them down. But this is Bob's unwise, losing strategy to increase profits (the company executives should be ashamed). They hire the cheapest, least competent contractors they can outsource to. Then, they tell you, "we're so sorry about your experience, we don't have any control over that side of the business." They will offer to refund the delivery charge and "fill out a form to report the issue." But otherwise, they will do NOTHING to fix their mistakes. Apparently, people have been complaining on Yelp for FOUR YEARS about the same thing! If it was my business, I would FIRE the delivery people. Customers don't care that they're contractors, a different division or location. That's just an excuse; companies are run by people, not computers.
Yes, I wanted my delivery charges fully refunded. But I also would have liked to see some accountability because the fact that they seem content letting this atrocious customer service continue to happen is unacceptable. The lady who took my call even admitted, "I know, I always hate taking these calls about delivery complaints." Some people genuinely seem to care, but the company leadership is to blame for the customer complaints, poor service, lack of quality, etc.
It's Bob's complete disrespect for customers that is the reason why I'm never shopping there again. I cannot in good conscience fund a business that seems OK with ripping people off and I would rather put my money into a business that actually cares about quality and customer service. Their delivery service is unreliable and not worth a dollar. And judging by the numerous complaints here about the same thing, I know I'm not the only one that feels that way.
And to the phony apologies that the company's social media director is going to post, predictably, save it. Bob's Discount knows they're discounting their service. They're discounting their integrity. There's no excuse, refund, or apology that will redeem this terrible company's unethical leadership.
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries/service and damaged
product continues to cause 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.
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
never anticipated failing our customer once, let alone twice and are deeply
sorry that their choice to sleep on the floor has caused them more stress.
We currently have an even exchange
scheduled for the entire bed on 9.02.2015 (tomorrow) to resolve the remaining concerns
with this merchandise.
While it is not normal procedure
to do so, we absolutely recognize that we have failed our customer and
compensation-as a further form of our
apology- should be offered after the problem we have caused as been made
right.
At
this time we are looking forward to completely resolving this customer’s
concern on 9.02.2015 and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office prior
to the delivery team leaving their residence on 9.02.2015. We will review the
account and at that time and determine what compensation we are able to offer.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I made a web purchase from Bob's Discount Furniture and it was the worse experience buying anything that I've ever had in my life! I placed an order for a bedroom set totaling over $1,600 for my niece in another state after my order was complete and the money was taken from my account Michael Weed the manager called and said I needed to find the nearest store to show my identification. I was making the purchase for my niece for I went to the nearest store which was 19 miles away and when I got there they didn't know what I was talking about and said everything was fine. They had to call the Springfield store to find out why I was there. After I left I spoke to another person Samatha and she was as helpful as she could be (not much but she tried). I waited for a manager on the phone over 20 minutes and he never got on the phone Samatha got back on the phone and said the manager would call me back. The manager Ricardo called back 20 minutes later and basically told me there was no compensation or nothing he could do, they work on commission and that is their policy. Bob's discount furniture in Springfield is terrible and their customer service is the worse, I will never shop or buy another item from them and I will discourage any and everyone I know from spending a cent in any Bob's discount furniture. I wish I would've taken the time to research and look at reviews to see that Bob's has near 90% negative and dissatisfaction rate.
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. We understand
that new merchandise can often have a strong odor. It is wrapped tightly at the factory and is
not unwrapped until it reaches the customer’s home. This keeps the pieces safe from delivery
damages, but it also means the pieces are not able to air out. Unfortunately this delivery was made on a
Friday early afternoon which did not leave us many options for immediate
removal.
We offer compensation 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.
For the issues this customer had to endure in this
delivery we would like to offer this customer compensation in the amount of
$100. We can offer this as an ECard
which would be sent directly to the email on this customer’s account. You should receive this in 3-5 days.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to
rectify the situation and reach a satisfactory outcome. I understand the
compensation offered is not the amount that the customer would like, it is
however the amount we are able to offer.
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 Revdex.com,
face="Calibri">Please pass on our sincere apologies for the events that occurred
on 1.16.2015 and the delay these unexpected events caused thereafter. By all
accounts and by all parties involved our company was informed that the
occasional tables were successfully delivered to the customer’s address on
1.16.2015. Per the informational trifold provided during the time of sale any
customer is able to have another person (18 years or older) available to accept
their delivery. Again we are very sorry for any delay that caused unintended
inconvenience to our customer, however as a business we must take the
appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior
to allowing another delivery to take place.
As of today (1.26.2015) our records indicate that the
customer has reselected to an occasional table set of lesser value and the
difference in between the original selection and this new selection has been
refunded to the customer’s original method pf payment.
The new occasional table set is scheduled to be delivered on
1.31.2015. We have also added special notes for the new delivery team’s review
that no one except the customer (confirmed with proper ID) is permitted to take
possession of these occasional tables.
Complaint: ***Please send me a full refund at once!
I am rejecting this response because The Table and Six Chairs came Damaged. I made a complain with the covered warranty period. That is individually and with *** *** I also never received a Protection Plan Booklet.I will be forced to go to the media/court to inform the public about my horrible experiences and to display the picture (date stamped) and witnesses to the inferior/faulty products I was sold by Bobs Discount Furniture.
I am a disabled individual, who is on a limited income. I can't afford to lose that money.
I am not going to let this cause me monetary loss because of their refusal to replace faulty/inferior products sold to me. I was also sold a protection plan that uses it representatives to twists my words so that they will not cover the damaged products.
I have never received a call or a message from them on the dates provided. Clearly, three is there is a faulty information. Why would you call me a year later to discuss glass inserts you sent a year ago.
Furthermore, I would prefer email communication, that would provide proof for both parties. They record conversations, I sure they have recording of the times I called in.
Thanking you in advance!
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are sincerely sorry for the issues...
this customer experienced. I was the agent that reached out to the customer
after [redacted]eft at the end of her shift.
We were able to get the team back to the home to complete the
delivery. One chair was wobbly and we
have a technician scheduled on 11.4.16 to rectify that concern. I will be reaching out to the customer directly
on 10.3.16 to ensure that they are aware of the time frame for the
technician.
The delivery fee was issued back to the customer as a
corporate check. This was mailed out
from our Connecticut Office on 10.25.16 as the customer informed us they no
longer had the original method of payment.
We will be offering a Bob’s Gift
card once the service is completed and everything in the home is showroom
quality.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
July 27th. It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo's. When I first called, they asked me many questions where the leather was coming apart. On top of the chair from the seam. They asked what color the chair was, responded black. Then she told me take pictures and wait for my email from Bob's. She also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no call. Why? Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took. I was told there was nothing they could do. So now, I want a tech to come an inspect the chair, and the tell me this is from normal wear and tear, remember this set is only 5 months old.I don't want to here how sorry they are , just replace the chair. No one seemed to care when I called ,until I wrote a complaint. Let's see if Bob's follows their own policy. Thank-you
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The details of an offer have not been explained. Also customer service continues to insinuate that the defective manufacture sofa frame was the result of customer negligence. Service was dispatched in December 2014 for polishing and realignment of the legs on all the living room furniture. All the legs were interchangeable and the tech thought it was prudent to realign& polish all the legs to avoid any more service issues for the living room furniture.
Sincerely,
[redacted]
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.
[redacted]
I tried responding via the Revdex.com, but for some reason it would not allow me to do so.
I am in receipt of your response, and I thank you for your time.
Although I now know the full policies and procedures; I feel that with my poor treatment from the technician, customer service, and Guardian, that this was my only option to voice my true concerns about the situation. With that said, I am also a very reasonable man and accept your gift card offer of $207.18 so I can acquire a new table and chairs for my family. I understand that this offer was more than what was required by you and Bob's, and I do appreciate your time and effort looking into this. Consumers like myself have very few channels available to us when situations like this come up; my personal opinion is that this was not your typical "out of the box" type of issue, thus needed greater attention.
Anyway, thank you for your time and I appreciate the offer.
That can be mail directly to me at [redacted] Once it is received, I will consider this complaint resolved.
Please feel free to share this communication with the Revdex.com, as I was not able to use that channel in the correspondence.
Good Afternoon Revdex.com-
white; line-height: 15pt;">Please extend to this customer our sincere
apologies. They are absolutely correct
in what they have stated. The paperwork
was created incorrectly and sadly every time she called in, no one
noticed. Thankfully when she spoke with
[redacted] on 3/21/16 she caught the error and corrected it. I received confirmation from our accounting
department a few moments ago that this was corrected and the refund was
released to the customer’s credit card company.
I would like to offer to refund this
customer an additional $100.00 as an apology for this delay.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment MC [redacted] Once this is
completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information.
Kind Regards,
Tracy S[redacted]
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.
Sincerely,
[redacted]
money has been returned . I will never use bobs again and have told everyone I know about my experience with pic s of dirty mattress still in the plastic this is an unexceptible practice
Good Morning Revdex.com,
Please thank our customer for sending
thru the requested evidence.
As indicated previously we are a business and like any other and we absolutely do
make mistakes, we take full responsibility for our mistake in this scenario and
seek only to make it right by our customer. Through research and with the
evidence our customer graciously provided we have discovered that during the
month that lapsed in between the sale of this article number and the actual
delivery our stock was changed and our customer was never properly notified.
While this circumstance is extreme and rare we completely understand the level
of failure our customer has experienced due to our lack of care.
We spoke with this
customer directly on 5.29.2015 and accepted ownership for our failure, offered
our apologies and a direct offer of resolution at that time which was ultimately
declined by our customer. We acknowledge the reason why our customer felt
necessary to escalate this concern and have posted several offers for
resolution below for our customer’s review. The customer is welcome to respond
to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted]
As the information previously
requested regarding our severe coaching concern was not posted in the customer’s
last response I will ask again:
If the customer can also provide the dates,
times, and names of the representatives he claims called him an inappropriate
name that would greatly help us investigate this concern further. We do not
support name calling as a form of customer care and are truly embarrassed by
this accusation.
Option
1:
We will remove the
merchandise from the customer’s home and provide a refund based on the purchase
price.
-Or-
Option 2:
The customer may keep
the current merchandise with all of its associated warranties and we will
refund 50% of the cost of the merchandise to the customer’s original method of
payment
-Or-
Option 3:
We will provide the
customer with a store credit, based on the price originally paid for the
merchandise, so that they can reselect to an item that meets the qualifications
they were initially seeking. We will expect to remove the current merchandise
on the same date we deliver the new selection. We will also apply an additional
$100.00 store credit to this option as a further form of our apology (the
$100.00 Bobs Gift Card was the original offer made to our customer back in May
of this year).
Should our customer find
any of these options to be an acceptable way of moving onward we look forward
to their response with which option they feel suits them best.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this was a shipment our inventory system
clearly expected in sooner we scheduled based on the date the manufacturer had promised
us. When we were informed the pieces
were going to be delayed we reached out to inform the customer. Often these shipments will be stuck in
customs or delayed due to shipping issues.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The refund
paperwork has been processed and released to Am Ex.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
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 are many training
opportunities in this failure. The
issues the customer has presented will be addressed appropriately.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome. The delivery was
successfully completed today 8.23.16.
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
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. The new mattress is
scheduled for 2.18.17. We sincerely hope
that the delivery is completed without issue.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Brienne to
rectify the situation and reach a satisfactory outcome. We will be offering the customer compensation
based on the delivery and communication failures.
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 [redacted],
I apologize that you found my first response unsatisfactory and confusing.
We are offering to refund your delivery fee in full because we did not uphold
our original promise to you. Your item has since been delivered in a condition
that you deem to be acceptable. Based on the amount of deliveries we complete
each day (estimated at 3,000) there is not enough man power available to most
companies to check every single item leaving our distribution center. We must
trust the overseas vendors that we buy from to a certain extent, please also
consider that opening merchandise that has been boxed or wrapped for shipment
opens up the chance for damages to occur so in all reality it is not a good
choice to open and repackage every piece we ship out. Another valid point I’d
like you to be aware of is the fact that your merchandise came from our ** distribution center. Following our usually successful process for shipment and
delivery, your items were loaded to a transfer truck and shipped to a trucking
depot where they were offloaded and reloaded to a box truck that eventually
delivered to you. There are chances for damage concerns to arise within the traveling
of any item which makes even a special inspection prior to it leaving our
distribution center open for disappointment. I am truly sorry that one of the
various items delivered to you had any concerns that you had to spend your
valuable time following up on.
We value your feedback on an extreme level and have already begun
ensuring our team members are better coached to provide the suitable amount of
empathy your concerns deserved.
As a business we have corrected our failures and offered you a
further form of monetary apology.
We are currently working above and beyond our normal guidelines because
we do understand the level to which you feel wronged by us.
Our original offer remains as our final offer because it is fair
and appropriate based on all facts within your case.
If you would like to accept this offer for compensation you may
write to me through this Revdex.com channel or you can contact our [redacted]
Department at ###-###-####.
Kind
Regards,
[redacted]
[redacted]
Bobs Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While I will continue to accept the credit provided by Bob's and be stuck paying for an additional protection plan that I was informed clearly would not cover the chair when I contacted them. For Bob's information, I did not call Guardsman and am well aware that I called Goof Proof.
I will leave the chairs and the new protection plan in place as it's currently set up on my replacement order. But I will be sure that I will no longer be a consumer of Bob's.
Sincerely,
[redacted]
Thank you for approving the exchange of the 2 chairs, Please contact me [redacted] at anytime to schedule a time and date to exchange the damaged chairs. As for the table scratch please inform Guardian to also contact me to set up a date to come and fix the table.
Thanks again.
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]
Stay away from this bait-and-switch! The sales people are nice, but once they have your money, you get the slimy, "used car sales" side of the business. I have never met a more incompetent, i
tic furniture delivery service. Delivery sucks!
FIVE TIMES in a row! They messed up our order EVERY. SINGLE. TIME. A piece was missing. They sent a bed frame that was damaged. A dresser was damaged. They sent the wrong color sectional component. TWICE. They can't get something right even if they tried! It's something different each time! They simply don't have anyone doing quality control.
And they won't fix their error the same day, they will come back a week later with the correct order. Keep in mind that we're already waiting over four hours for them to arrive! A beautiful, sunny afternoon wasted stuck indoors waiting on them to correct their previous mistakes! You better like waiting around for an entire day. And don't expect your furniture when Bob says you will have it. You might be sleeping on the floor for a week otherwise.
They even messed up our front lawn unpacking all the boxes. After they left, I had to sweep up all of the cardboard and Styrofoam trash from my sidewalk and lawn. I was appalled at the lack of professionalism.
I feel bad for the hardworking people at the store because the distribution people are dragging them down. But this is Bob's unwise, losing strategy to increase profits (the company executives should be ashamed). They hire the cheapest, least competent contractors they can outsource to. Then, they tell you, "we're so sorry about your experience, we don't have any control over that side of the business." They will offer to refund the delivery charge and "fill out a form to report the issue." But otherwise, they will do NOTHING to fix their mistakes. Apparently, people have been complaining on Yelp for FOUR YEARS about the same thing! If it was my business, I would FIRE the delivery people. Customers don't care that they're contractors, a different division or location. That's just an excuse; companies are run by people, not computers.
Yes, I wanted my delivery charges fully refunded. But I also would have liked to see some accountability because the fact that they seem content letting this atrocious customer service continue to happen is unacceptable. The lady who took my call even admitted, "I know, I always hate taking these calls about delivery complaints." Some people genuinely seem to care, but the company leadership is to blame for the customer complaints, poor service, lack of quality, etc.
It's Bob's complete disrespect for customers that is the reason why I'm never shopping there again. I cannot in good conscience fund a business that seems OK with ripping people off and I would rather put my money into a business that actually cares about quality and customer service. Their delivery service is unreliable and not worth a dollar. And judging by the numerous complaints here about the same thing, I know I'm not the only one that feels that way.
And to the phony apologies that the company's social media director is going to post, predictably, save it. Bob's Discount knows they're discounting their service. They're discounting their integrity. There's no excuse, refund, or apology that will redeem this terrible company's unethical leadership.
Good Morning Revdex.com,
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries/service and damaged
product continues to cause 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.
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
never anticipated failing our customer once, let alone twice and are deeply
sorry that their choice to sleep on the floor has caused them more stress.
We currently have an even exchange
scheduled for the entire bed on 9.02.2015 (tomorrow) to resolve the remaining concerns
with this merchandise.
While it is not normal procedure
to do so, we absolutely recognize that we have failed our customer and
compensation-as a further form of our
apology- should be offered after the problem we have caused as been made
right.
At
this time we are looking forward to completely resolving this customer’s
concern on 9.02.2015 and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office prior
to the delivery team leaving their residence on 9.02.2015. We will review the
account and at that time and determine what compensation we are able to offer.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I made a web purchase from Bob's Discount Furniture and it was the worse experience buying anything that I've ever had in my life! I placed an order for a bedroom set totaling over $1,600 for my niece in another state after my order was complete and the money was taken from my account Michael Weed the manager called and said I needed to find the nearest store to show my identification. I was making the purchase for my niece for I went to the nearest store which was 19 miles away and when I got there they didn't know what I was talking about and said everything was fine. They had to call the Springfield store to find out why I was there. After I left I spoke to another person Samatha and she was as helpful as she could be (not much but she tried). I waited for a manager on the phone over 20 minutes and he never got on the phone Samatha got back on the phone and said the manager would call me back. The manager Ricardo called back 20 minutes later and basically told me there was no compensation or nothing he could do, they work on commission and that is their policy. Bob's discount furniture in Springfield is terrible and their customer service is the worse, I will never shop or buy another item from them and I will discourage any and everyone I know from spending a cent in any Bob's discount furniture. I wish I would've taken the time to research and look at reviews to see that Bob's has near 90% negative and dissatisfaction rate.
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. We understand
that new merchandise can often have a strong odor. It is wrapped tightly at the factory and is
not unwrapped until it reaches the customer’s home. This keeps the pieces safe from delivery
damages, but it also means the pieces are not able to air out. Unfortunately this delivery was made on a
Friday early afternoon which did not leave us many options for immediate
removal.
We offer compensation 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.
For the issues this customer had to endure in this
delivery we would like to offer this customer compensation in the amount of
$100. We can offer this as an ECard
which would be sent directly to the email on this customer’s account. You should receive this in 3-5 days.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to
rectify the situation and reach a satisfactory outcome. I understand the
compensation offered is not the amount that the customer would like, it is
however the amount we are able to offer.
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 Revdex.com,
face="Calibri">Please pass on our sincere apologies for the events that occurred
on 1.16.2015 and the delay these unexpected events caused thereafter. By all
accounts and by all parties involved our company was informed that the
occasional tables were successfully delivered to the customer’s address on
1.16.2015. Per the informational trifold provided during the time of sale any
customer is able to have another person (18 years or older) available to accept
their delivery. Again we are very sorry for any delay that caused unintended
inconvenience to our customer, however as a business we must take the
appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior
to allowing another delivery to take place.
As of today (1.26.2015) our records indicate that the
customer has reselected to an occasional table set of lesser value and the
difference in between the original selection and this new selection has been
refunded to the customer’s original method pf payment.
The new occasional table set is scheduled to be delivered on
1.31.2015. We have also added special notes for the new delivery team’s review
that no one except the customer (confirmed with proper ID) is permitted to take
possession of these occasional tables.
Complaint: ***Please send me a full refund at once!
I am rejecting this response because The Table and Six Chairs came Damaged. I made a complain with the covered warranty period. That is individually and with *** *** I also never received a Protection Plan Booklet.I will be forced to go to the media/court to inform the public about my horrible experiences and to display the picture (date stamped) and witnesses to the inferior/faulty products I was sold by Bobs Discount Furniture.
I am a disabled individual, who is on a limited income. I can't afford to lose that money.
I am not going to let this cause me monetary loss because of their refusal to replace faulty/inferior products sold to me. I was also sold a protection plan that uses it representatives to twists my words so that they will not cover the damaged products.
I have never received a call or a message from them on the dates provided. Clearly, three is there is a faulty information. Why would you call me a year later to discuss glass inserts you sent a year ago.
Furthermore, I would prefer email communication, that would provide proof for both parties. They record conversations, I sure they have recording of the times I called in.
Thanking you in advance!
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are sincerely sorry for the issues...
this customer experienced. I was the agent that reached out to the customer
after [redacted]eft at the end of her shift.
We were able to get the team back to the home to complete the
delivery. One chair was wobbly and we
have a technician scheduled on 11.4.16 to rectify that concern. I will be reaching out to the customer directly
on 10.3.16 to ensure that they are aware of the time frame for the
technician.
The delivery fee was issued back to the customer as a
corporate check. This was mailed out
from our Connecticut Office on 10.25.16 as the customer informed us they no
longer had the original method of payment.
We will be offering a Bob’s Gift
card once the service is completed and everything in the home is showroom
quality.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
July 27th. It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo's. When I first called, they asked me many questions where the leather was coming apart. On top of the chair from the seam. They asked what color the chair was, responded black. Then she told me take pictures and wait for my email from Bob's. She also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no call. Why? Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took. I was told there was nothing they could do. So now, I want a tech to come an inspect the chair, and the tell me this is from normal wear and tear, remember this set is only 5 months old.I don't want to here how sorry they are , just replace the chair. No one seemed to care when I called ,until I wrote a complaint. Let's see if Bob's follows their own policy. Thank-you
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The details of an offer have not been explained. Also customer service continues to insinuate that the defective manufacture sofa frame was the result of customer negligence. Service was dispatched in December 2014 for polishing and realignment of the legs on all the living room furniture. All the legs were interchangeable and the tech thought it was prudent to realign& polish all the legs to avoid any more service issues for the living room furniture.
Sincerely,
[redacted]
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.
[redacted]
I tried responding via the Revdex.com, but for some reason it would not allow me to do so.
I am in receipt of your response, and I thank you for your time.
Although I now know the full policies and procedures; I feel that with my poor treatment from the technician, customer service, and Guardian, that this was my only option to voice my true concerns about the situation. With that said, I am also a very reasonable man and accept your gift card offer of $207.18 so I can acquire a new table and chairs for my family. I understand that this offer was more than what was required by you and Bob's, and I do appreciate your time and effort looking into this. Consumers like myself have very few channels available to us when situations like this come up; my personal opinion is that this was not your typical "out of the box" type of issue, thus needed greater attention.
Anyway, thank you for your time and I appreciate the offer.
That can be mail directly to me at [redacted] Once it is received, I will consider this complaint resolved.
Please feel free to share this communication with the Revdex.com, as I was not able to use that channel in the correspondence.
Again, thank you
Sincerely, [redacted]
Good Afternoon Revdex.com-
white; line-height: 15pt;">Please extend to this customer our sincere
apologies. They are absolutely correct
in what they have stated. The paperwork
was created incorrectly and sadly every time she called in, no one
noticed. Thankfully when she spoke with
[redacted] on 3/21/16 she caught the error and corrected it. I received confirmation from our accounting
department a few moments ago that this was corrected and the refund was
released to the customer’s credit card company.
I would like to offer to refund this
customer an additional $100.00 as an apology for this delay.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment MC [redacted] Once this is
completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison