Very upset. Ordered a beautiful sectional. Did my homework and went to Bob's. Before ordering, I asked the salesman about the frame composition and the cushions. He told me hardwood frame and Bob's special memory foam cushions. Never said the frame was flake board and pine, not even enough to support the short width's expanse, or that the seat back pillows are stuffed with poly.
Two deliveries later, for assorted defects with the first set and then the second, getting a refund which I had to argue for. They wanted me to reselect a new couch, which I told them I will never deal with them again after being lied to. Yes, they did offer to fix the defects, but there are so many things wrong, and I would never have purchased it had I been told THE TRUTH about what this sectional is made from.
I am so sad. I love the sectional, but it is NOT worth what I paid for it. So I guess you have to go knowing you won't be told the facts about their products and be okay with that. I wish I could have kept this sectional. It looks beautiful -- right now. I know it won't hold up.
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.
I would like to request the terms in writing and mailed to me for the Waverly Hutch/Consoleby Bob's Furniture so that I will not have any further issues. Thank you once again!!
I want to start by saying the purchase process went really good. The salesman was patient and wasn't pushy at all. The problem began once we got our furniture. Our chase was on back order which we knew when we purchased it. When it came a month after our original delivery date of sofa we noticed the cushion was not long enough to go back under the pillow backing. We reached out to Bobs and a field tech came and agreed the cushion was short and placed order for new one. This was in January. We were told it would be a couple weeks. Then that turned into a month. Here we are now starting April and still nothing has been done to correct the issue. 3 weeks go by and we call and get the same song and dance. At this point since they aren't able to replace the cushion in a timely manner we want the chase replaced. As I sit on phone w customer service rep I'm being told they can't get us a cushion and they won't replace the chase. Im being told I can't return it either because Ive had it for 3 months now. If I would've known Id be sitting here w a defected chase for 3 months I would've returned it immediately. There is no excuse for how this is being handled. It frustrates me because Im sure they are selling more chases while we sit here with out ours.
Complaint: [redacted]
I am rejecting this response because I have purchased a twin mattress from another store at the same time I purchased to two infected mattresses and have no issue with it. No other apartment has complained about a bed bug issue in the community and leaving in a 240 apartment dwelling does not dismiss the issues caused by Bob's that have been reported by many other customers. What other evidence can I provide?
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">Please pass on our most sympathetic apologies to the
customer for any type of communication error they allege to be apart of the
sales experience within our ‘[redacted]’ location. We further apologize that the
customer feels there was any lack of care present while initially reporting this
concern to us and we assure our customer that we take great pride in being able
to resolve customer concerns in a fair and adequate manner.
Our records reflect that the merchandise in question was
picked up from a ‘[redacted]’ (Clearance) location and not delivered by a Bobs
Discount Furniture representative. The merchandise was also sold to the
consumer under the agreement that they were accepting the merchandise on the
same day of sale in the condition it was in, therefore the merchandise was sold
at a further discounted rate than what is offered as our regular discounted
retail rate. When merchandise is taken from a retail location for any reason a
document is signed by the consumer picking up this merchandise indicating that
they are accepting the merchandise in its current condition and taking full responsibility
for the merchandise and its transport from that point forward. As I was not
present at the time of sale I cannot confirm whether the consumer asked the
pick up personnel to remove the leg from this loveseat for transport or not. I
do know that it is a common practice of mine to remove the legs from a loveseat
to ensure it fits through a standard doorway while I am transporting my own
product in between residences. Please know that a Bobs Discount Furniture
representative would not commonly have been present at the ‘delivery point’ to
put a leg back onto this merchandise given the nature of this sale and the fact
that our records indicate the customer picked up this merchandise on their own.
As a business we regretfully cannot accept responsibility for a damage that was
caused beyond our control.
The additional ‘5 year [redacted] Plus Protection’ plan procured
on the merchandise offers coverage against factory defects and most in home
accidents (I.E. stains from food or beverage, human or pet bodily fluid). Our
sales invoice, that is routinely expressed to and signed by the consumer,
clearly outlines the purpose of this protection plan and the fact that
merchandise is not returnable after the act of possession has occurred. Bobs
Discount Furniture prides itself on core values such has integrity, honesty,
community, and diversity. To allege that any of our sales representatives or
personnel would mislead a treasured customer for any reason is malicious and vindictive.
This complaint was sent to you on 1.16.2015 and received from
the Revdex.com by our Corporate Offices today (1.20.2015). As of 1.17.2015 (one day
after the concern was filed for your review) our account records confirm that
this customer’s desired settlement has been met. Under internal order number[redacted] the customer has been provided with a store credit for the amount paid on the
loveseat and protection plan. This was completed as an extreme courtesy and our
company has made a valid effort to work above and beyond the company policy
guidelines we continually express in writing to please this customer’s
individual demands.
We consider this complaint closed at this time and encourage
the customer to reach out to us directly should any unforeseen need for follow
up occur at this time. We sincerely apologize again for the amount of time the
customer has had to spend on gaining the escalated resolution they originally
strived for.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[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.
We did receive the replacment motors by 6/6/14. Upon receiving, and instead of contacting Bob's again, we installed the devices successfully ourselves.
We are trusting that the comments from the Bob's representative are genuine in that they are going to address this communication issue internally at their company. Thank you.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We received this concern via another...
source; we have reached
out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with any other concerns or questions. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
We were pleasantly surprised by Bob's Discount Furniture in Totowa NJ, we had just sent back a love seat we ordered from another place, it didn't fit thru the door, the delivery guys were clueless how to take it apart, long story short, we took a chance and went to Bob's that very same night. We needed a sofa, we just moved into a new apartment and had nothing to sit on.
The prices are really unbelievable, the selection is great, there is no high pressure selling from the associates, we had a great guy Todd, very personable, and just let us browse until we found something, it took less than an hour from start to finish.
Our couch arrived on the scheduled day and was even 4 hours earlier then we were told, the delivery guys were very professional and were in and out under 10 minutes.
Our new couch is just beautiful and looks great in our new apartment. Don't let the word "Discount" scare you, this is not cheap furniture, We are very happy with this experience.
Thank you
I apologize that your original foundation (delivered
in March) was built with a factory defect and I further apologize that in our
quest to make this defective product failure right by you, you have been
enduring such a poor delivery experience. Bobs Discount Furniture does not, in
any manner, deliver our customers refurbished bedding under the pretenses that
is factory fresh merchandise.
When we brought your replacement foundation out on
7.16.2014 there was a dent present and in bringing out another foundation for
you on 7.23.2014 the cambric (dust cover) was torn. These are cosmetic damages
that can and do occur during the loading and shipping of this item. We
certainly take responsibility for the cosmetic damages and the lack of care and
kindness you experienced from our delivery team. I completely understand your apprehension
and lack of confidence in our abilities to bring you an item in good condition and
I assure you that the foundations you have been receiving are factory fresh
models. We have not been providing you or your product with the proper attention
while handling these exchange items and I am truly sorry for that.
The foundations are manufactured in the exact same
manner to support all bedding containing memory foam materials. There would not
be a foundation upgrade for us to offer you simply because the foundation that
is under your mattress is constructed in the exact same manner as the foundation
that rests under our most expensive memory foam mattress. They differ only in
the material that they are wrapped in to match the material covers of the
mattress they are sold as a set with. This
overview of construction is available for you to research in all of our bedding
sleep zones as each set of bedding is displayed with a placard explaining the
components of the mattress and the foundation.
We currently have a service in place to resolve your
concern with the ripped cambric (dust cover). There are many reasons why
service is a better option than sending another delivery team to your home. The
dust cover that our technician installs on your foundation will be stronger and
more secure than anything built off of an assembly line because your product is
receiving one on one attention. Based on our obvious failures in seeking to
replace your defective product we do not want to take any chances on possibly
failing you again; we are most confident in service resolving your concern
without taking up any more of your valuable time.
While we pride ourselves on making our failures right
by our customers, we do recognize that we have failed you and that you have not
received the typical satisfactory Bobs experience overall. Your account has
already been notated that we should be discussing compensation with you once
you are completely satisfied with the merchandise you have in your home. Our
systems allow us to compensate once off of a sales order and we want to be
certain that you are provided with a reasonable amount of accommodation based
on our failures in total. Before our technician leaves your home he will call
into our customer care office and at that time we will be able to discuss and
process an accommodation agreement with you.
I am so sorry again that we haven’t been able to
satisfy your concerns with re delivery and I look forward to satisfying you
with service.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I don't see any reason to return to Bob's Furniture and therefore the gift card provides no value to me. The time and money I spent at Bob's seem to outweigh products and services I received. Now it's obvious that satisfaction guaranteed promise has no substance.
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.
Sincerely,
[redacted]
I
am truly very sorry for the terrible delivery experience you received from us, I
do understand that waiting home for several hours and receiving no direct
follow up is extremely frustrating and unacceptable. I assure you that Bobs
Discount Furniture values each one of our customers and we never intend to
cause such disappointment.
I agree with you fully that your delivery fee should be refunded
as an apology from Bobs and I have processed this paperwork for you today
(2.26.2014). In order to get this financial transaction refunded to you, I will
ask that you please contact the Bob’s Store you originally purchased from and
have the credit card you originally used to pay handy. I have left some further
instruction for you below:
-Anytime after 10am and before 9pm Dial ###-###-####.
-Press the number one (1) on your keypad when you hear Bobs voice.
-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].
-At that point they will take the credit card information from you
and complete the processing.
I
apologize again for the multiple failures and poor customer care experience you
have endured and I do hope that you have many years of joy using your counter
chairs.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
I have placed the refund credit
of $106.35 in our system for you. As this is a financial transaction we ask
that you please contact our retail store to complete the full processing of
these monetary funds back to you. We usually refund the original payment method
you used, however if this is no longer available to refund we can send you a
corporate check from our [redacted] offices. I have left some instructions for you (below)
in regards to contacting our store.
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 and provide
them this order number: [redacted].
o At that point they will complete
the processing of the refund.
I apologize again that you have
had to spend so much of your own time trying to get your concerns rectified and
I have also placed a Bobs Discount Furniture Gift Card in the amount of $75.00
on your account as a form of further apology. I truly hope that you will
provide us with another opportunity to earn your trust back in our business and
I thank you for bringing our failure to our attention.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Had a bedroom set delivered November 22, 2016, still waiting on a conversion "part" 2 months later. "Customer service" is a joke, will never shop there again!
size="3">
I am sorry to learn of all the failures you experienced as a
result of our obvious coaching needs. I sincerely
thank you for escalating your concern so that we can identify our points of
failure and grow as a business for all of our customers benefit.
Our system identifies that we completed the processing of your
refund on 9.13.2015.
While I can certainly acknowledge the reasons why you feel you are
owed something additional after the cancelation of your sales order, over 4
times the amount of your initial sales request (which has now been returned) is
a compensation demand beyond the realm of applicable.
As a business our greatest loss is and will remain loosing your
trust in us. Our responsibility to you as a consumer has been fulfilled with
cancelation and refund of your initial order and any compensation we deem fit
as a future incentive remains to be at the internal discretion of our business.
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be the 15th largest furniture retailer in the U.S.
We also wish to provide our customers with a tangible item as a further form of
apology rather than just committing to the act of pacifying someone with a
monetary amount. Should you wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology, with use of the gift card. We are happy to offer
you a Bobs Discount Furniture Gift Card in the amount of $50.00 as a final
apology.
It is undoubtedly your right to refuse or accept this offer,
should you accept we will have the gift card mailed out to you within 7-10
business days of your acceptance. Mail will be posted to (unless otherwise
informed):
[redacted]
[redacted]
[redacted]
[redacted]
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Roman"; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good Morning [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kind
Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Thank you for your response to my consumer complaint. According to the information you have provided in your response, 34 of the 36 payments to be made on the sectional are in the amount of $215.93. When sales tax and the other two monthly payments are added, the total price for this sectional will be well over $8,225 (your figure), and in fact, the total is closer to $10,000 by my calculations. As you know, the sales price of the sectional was $2499. Does Bob's Discount Furniture, who allows RAC Acceptance to operate in their stores, endorse charging a customer between 3-4 times the retail price of a piece of furniture if payments are made over 36 months? Does Bob's Discount Furniture endorse the deceptive sales practices of an employee, [redacted], who is operating in your store and tells customers that they will pay only $200 in interest and no further charges? Additionally, I understand that Bob's wants to disassociate itself from the RAC Acceptance program, but can you please explain why [redacted], a Bob's employee, is listed as the sales associate on my paperwork if Bob's has no affiliation with RAC Acceptance? All of these questions lead me to wonder if Bob's Discount Furniture is truly unwilling to accept any responsibility for the behavior of employees operating in your store or the practices taking place within your walls? It is logical to infer that if Bob's is allowing RAC Acceptance to operate within your store, you endorse their financing practices and have a partnership with RAC Acceptance. Furthermore, I understand from your response that you do not believe this matter to be Bob's problem, but when Bob's chooses to partner with RAC Acceptance and allow them to operate inside Bob's stores then RAC's practices reflect upon your stores. As such, I am asking you to consult with RAC Acceptance on behalf of a customer who made a purchase at a Bob's Discount Furniture store through a Bob's Discount Furniture employee ([redacted]) and resolve this matter. Once again, I am seeking a full refund on my purchase and I will return the sofa to Bob's Discount Furniture or I would like to purchase this sofa for the $2499 purchase price and have the payments I've made on the couch applied toward that balance. I am hoping to work directly with you to resolve this matter rather than continuing with my complaint filed with the MA Attorney General's office for consumer protection. I thank you in advance for your prompt attention to this matter and look forward to your response.
Sincerely,
[redacted]
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with.
Our records indicate that we made direct contact with
this customer (off of a posting thru another channel) on 1.11.2016. At this
time our customer has accepted a compensation offer from us and our records
reflect that we have provided them with the most accurate information we have
in reference to their pending ottoman delivery.
We thank our customer for escalating their concern so that we can
address the obvious coaching concerns revealed to us and apologize again for
any aggravation our failures have caused them to experience.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly. We would not be able to offer
to give the customer free merchandise.
We are aware that while
the customer was in the store, the store management in an extreme effort to
make it right for this customer, offered to waive the delivery fee that was
charged as part of the [redacted] contract.
This is not something that we offer to our customer’s. The delivery fee savings of $199.99 plus the
gift card of $50 is far above our policy, we would not be able to offer any
additional compensation.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Very upset. Ordered a beautiful sectional. Did my homework and went to Bob's. Before ordering, I asked the salesman about the frame composition and the cushions. He told me hardwood frame and Bob's special memory foam cushions. Never said the frame was flake board and pine, not even enough to support the short width's expanse, or that the seat back pillows are stuffed with poly.
Two deliveries later, for assorted defects with the first set and then the second, getting a refund which I had to argue for. They wanted me to reselect a new couch, which I told them I will never deal with them again after being lied to. Yes, they did offer to fix the defects, but there are so many things wrong, and I would never have purchased it had I been told THE TRUTH about what this sectional is made from.
I am so sad. I love the sectional, but it is NOT worth what I paid for it. So I guess you have to go knowing you won't be told the facts about their products and be okay with that. I wish I could have kept this sectional. It looks beautiful -- right now. I know it won't hold up.
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.
I would like to request the terms in writing and mailed to me for the Waverly Hutch/Consoleby Bob's Furniture so that I will not have any further issues. Thank you once again!!
Sincerely,
[redacted]
I want to start by saying the purchase process went really good. The salesman was patient and wasn't pushy at all. The problem began once we got our furniture. Our chase was on back order which we knew when we purchased it. When it came a month after our original delivery date of sofa we noticed the cushion was not long enough to go back under the pillow backing. We reached out to Bobs and a field tech came and agreed the cushion was short and placed order for new one. This was in January. We were told it would be a couple weeks. Then that turned into a month. Here we are now starting April and still nothing has been done to correct the issue. 3 weeks go by and we call and get the same song and dance. At this point since they aren't able to replace the cushion in a timely manner we want the chase replaced. As I sit on phone w customer service rep I'm being told they can't get us a cushion and they won't replace the chase. Im being told I can't return it either because Ive had it for 3 months now. If I would've known Id be sitting here w a defected chase for 3 months I would've returned it immediately. There is no excuse for how this is being handled. It frustrates me because Im sure they are selling more chases while we sit here with out ours.
Complaint: [redacted]
I am rejecting this response because I have purchased a twin mattress from another store at the same time I purchased to two infected mattresses and have no issue with it. No other apartment has complained about a bed bug issue in the community and leaving in a 240 apartment dwelling does not dismiss the issues caused by Bob's that have been reported by many other customers. What other evidence can I provide?
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">Please pass on our most sympathetic apologies to the
customer for any type of communication error they allege to be apart of the
sales experience within our ‘[redacted]’ location. We further apologize that the
customer feels there was any lack of care present while initially reporting this
concern to us and we assure our customer that we take great pride in being able
to resolve customer concerns in a fair and adequate manner.
Our records reflect that the merchandise in question was
picked up from a ‘[redacted]’ (Clearance) location and not delivered by a Bobs
Discount Furniture representative. The merchandise was also sold to the
consumer under the agreement that they were accepting the merchandise on the
same day of sale in the condition it was in, therefore the merchandise was sold
at a further discounted rate than what is offered as our regular discounted
retail rate. When merchandise is taken from a retail location for any reason a
document is signed by the consumer picking up this merchandise indicating that
they are accepting the merchandise in its current condition and taking full responsibility
for the merchandise and its transport from that point forward. As I was not
present at the time of sale I cannot confirm whether the consumer asked the
pick up personnel to remove the leg from this loveseat for transport or not. I
do know that it is a common practice of mine to remove the legs from a loveseat
to ensure it fits through a standard doorway while I am transporting my own
product in between residences. Please know that a Bobs Discount Furniture
representative would not commonly have been present at the ‘delivery point’ to
put a leg back onto this merchandise given the nature of this sale and the fact
that our records indicate the customer picked up this merchandise on their own.
As a business we regretfully cannot accept responsibility for a damage that was
caused beyond our control.
The additional ‘5 year [redacted] Plus Protection’ plan procured
on the merchandise offers coverage against factory defects and most in home
accidents (I.E. stains from food or beverage, human or pet bodily fluid). Our
sales invoice, that is routinely expressed to and signed by the consumer,
clearly outlines the purpose of this protection plan and the fact that
merchandise is not returnable after the act of possession has occurred. Bobs
Discount Furniture prides itself on core values such has integrity, honesty,
community, and diversity. To allege that any of our sales representatives or
personnel would mislead a treasured customer for any reason is malicious and vindictive.
This complaint was sent to you on 1.16.2015 and received from
the Revdex.com by our Corporate Offices today (1.20.2015). As of 1.17.2015 (one day
after the concern was filed for your review) our account records confirm that
this customer’s desired settlement has been met. Under internal order number[redacted] the customer has been provided with a store credit for the amount paid on the
loveseat and protection plan. This was completed as an extreme courtesy and our
company has made a valid effort to work above and beyond the company policy
guidelines we continually express in writing to please this customer’s
individual demands.
We consider this complaint closed at this time and encourage
the customer to reach out to us directly should any unforeseen need for follow
up occur at this time. We sincerely apologize again for the amount of time the
customer has had to spend on gaining the escalated resolution they originally
strived for.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[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.
We did receive the replacment motors by 6/6/14. Upon receiving, and instead of contacting Bob's again, we installed the devices successfully ourselves.
We are trusting that the comments from the Bob's representative are genuine in that they are going to address this communication issue internally at their company. Thank you.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We received this concern via another...
source; we have reached
out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with any other concerns or questions. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
We were pleasantly surprised by Bob's Discount Furniture in Totowa NJ, we had just sent back a love seat we ordered from another place, it didn't fit thru the door, the delivery guys were clueless how to take it apart, long story short, we took a chance and went to Bob's that very same night. We needed a sofa, we just moved into a new apartment and had nothing to sit on.
The prices are really unbelievable, the selection is great, there is no high pressure selling from the associates, we had a great guy Todd, very personable, and just let us browse until we found something, it took less than an hour from start to finish.
Our couch arrived on the scheduled day and was even 4 hours earlier then we were told, the delivery guys were very professional and were in and out under 10 minutes.
Our new couch is just beautiful and looks great in our new apartment. Don't let the word "Discount" scare you, this is not cheap furniture, We are very happy with this experience.
Thank you
Good Afternoon [redacted],
I apologize that your original foundation (delivered
in March) was built with a factory defect and I further apologize that in our
quest to make this defective product failure right by you, you have been
enduring such a poor delivery experience. Bobs Discount Furniture does not, in
any manner, deliver our customers refurbished bedding under the pretenses that
is factory fresh merchandise.
When we brought your replacement foundation out on
7.16.2014 there was a dent present and in bringing out another foundation for
you on 7.23.2014 the cambric (dust cover) was torn. These are cosmetic damages
that can and do occur during the loading and shipping of this item. We
certainly take responsibility for the cosmetic damages and the lack of care and
kindness you experienced from our delivery team. I completely understand your apprehension
and lack of confidence in our abilities to bring you an item in good condition and
I assure you that the foundations you have been receiving are factory fresh
models. We have not been providing you or your product with the proper attention
while handling these exchange items and I am truly sorry for that.
The foundations are manufactured in the exact same
manner to support all bedding containing memory foam materials. There would not
be a foundation upgrade for us to offer you simply because the foundation that
is under your mattress is constructed in the exact same manner as the foundation
that rests under our most expensive memory foam mattress. They differ only in
the material that they are wrapped in to match the material covers of the
mattress they are sold as a set with. This
overview of construction is available for you to research in all of our bedding
sleep zones as each set of bedding is displayed with a placard explaining the
components of the mattress and the foundation.
We currently have a service in place to resolve your
concern with the ripped cambric (dust cover). There are many reasons why
service is a better option than sending another delivery team to your home. The
dust cover that our technician installs on your foundation will be stronger and
more secure than anything built off of an assembly line because your product is
receiving one on one attention. Based on our obvious failures in seeking to
replace your defective product we do not want to take any chances on possibly
failing you again; we are most confident in service resolving your concern
without taking up any more of your valuable time.
While we pride ourselves on making our failures right
by our customers, we do recognize that we have failed you and that you have not
received the typical satisfactory Bobs experience overall. Your account has
already been notated that we should be discussing compensation with you once
you are completely satisfied with the merchandise you have in your home. Our
systems allow us to compensate once off of a sales order and we want to be
certain that you are provided with a reasonable amount of accommodation based
on our failures in total. Before our technician leaves your home he will call
into our customer care office and at that time we will be able to discuss and
process an accommodation agreement with you.
I am so sorry again that we haven’t been able to
satisfy your concerns with re delivery and I look forward to satisfying you
with service.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I don't see any reason to return to Bob's Furniture and therefore the gift card provides no value to me. The time and money I spent at Bob's seem to outweigh products and services I received. Now it's obvious that satisfaction guaranteed promise has no substance.
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.
Sincerely,
[redacted]
Good
Afternoon [redacted],
I
am truly very sorry for the terrible delivery experience you received from us, I
do understand that waiting home for several hours and receiving no direct
follow up is extremely frustrating and unacceptable. I assure you that Bobs
Discount Furniture values each one of our customers and we never intend to
cause such disappointment.
I agree with you fully that your delivery fee should be refunded
as an apology from Bobs and I have processed this paperwork for you today
(2.26.2014). In order to get this financial transaction refunded to you, I will
ask that you please contact the Bob’s Store you originally purchased from and
have the credit card you originally used to pay handy. I have left some further
instruction for you below:
-Anytime after 10am and before 9pm Dial ###-###-####.
-Press the number one (1) on your keypad when you hear Bobs voice.
-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].
-At that point they will take the credit card information from you
and complete the processing.
I
apologize again for the multiple failures and poor customer care experience you
have endured and I do hope that you have many years of joy using your counter
chairs.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
I have placed the refund credit
of $106.35 in our system for you. As this is a financial transaction we ask
that you please contact our retail store to complete the full processing of
these monetary funds back to you. We usually refund the original payment method
you used, however if this is no longer available to refund we can send you a
corporate check from our [redacted] offices. I have left some instructions for you (below)
in regards to contacting our store.
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 and provide
them this order number: [redacted].
o At that point they will complete
the processing of the refund.
I apologize again that you have
had to spend so much of your own time trying to get your concerns rectified and
I have also placed a Bobs Discount Furniture Gift Card in the amount of $75.00
on your account as a form of further apology. I truly hope that you will
provide us with another opportunity to earn your trust back in our business and
I thank you for bringing our failure to our attention.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Had a bedroom set delivered November 22, 2016, still waiting on a conversion "part" 2 months later. "Customer service" is a joke, will never shop there again!
Complaint: [redacted]
I am rejecting this response because: I stated I was working. I will attempt to contact her in am.
Sincerely,
[redacted]
Good Morning [redacted],
size="3">
I am sorry to learn of all the failures you experienced as a
result of our obvious coaching needs. I sincerely
thank you for escalating your concern so that we can identify our points of
failure and grow as a business for all of our customers benefit.
Our system identifies that we completed the processing of your
refund on 9.13.2015.
While I can certainly acknowledge the reasons why you feel you are
owed something additional after the cancelation of your sales order, over 4
times the amount of your initial sales request (which has now been returned) is
a compensation demand beyond the realm of applicable.
As a business our greatest loss is and will remain loosing your
trust in us. Our responsibility to you as a consumer has been fulfilled with
cancelation and refund of your initial order and any compensation we deem fit
as a future incentive remains to be at the internal discretion of our business.
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be the 15th largest furniture retailer in the U.S.
We also wish to provide our customers with a tangible item as a further form of
apology rather than just committing to the act of pacifying someone with a
monetary amount. Should you wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology, with use of the gift card. We are happy to offer
you a Bobs Discount Furniture Gift Card in the amount of $50.00 as a final
apology.
It is undoubtedly your right to refuse or accept this offer,
should you accept we will have the gift card mailed out to you within 7-10
business days of your acceptance. Mail will be posted to (unless otherwise
informed):
[redacted]
[redacted]
[redacted]
[redacted]
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Roman"; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good Morning [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kind
Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Thank you for your response to my consumer complaint. According to the information you have provided in your response, 34 of the 36 payments to be made on the sectional are in the amount of $215.93. When sales tax and the other two monthly payments are added, the total price for this sectional will be well over $8,225 (your figure), and in fact, the total is closer to $10,000 by my calculations. As you know, the sales price of the sectional was $2499. Does Bob's Discount Furniture, who allows RAC Acceptance to operate in their stores, endorse charging a customer between 3-4 times the retail price of a piece of furniture if payments are made over 36 months? Does Bob's Discount Furniture endorse the deceptive sales practices of an employee, [redacted], who is operating in your store and tells customers that they will pay only $200 in interest and no further charges? Additionally, I understand that Bob's wants to disassociate itself from the RAC Acceptance program, but can you please explain why [redacted], a Bob's employee, is listed as the sales associate on my paperwork if Bob's has no affiliation with RAC Acceptance? All of these questions lead me to wonder if Bob's Discount Furniture is truly unwilling to accept any responsibility for the behavior of employees operating in your store or the practices taking place within your walls? It is logical to infer that if Bob's is allowing RAC Acceptance to operate within your store, you endorse their financing practices and have a partnership with RAC Acceptance. Furthermore, I understand from your response that you do not believe this matter to be Bob's problem, but when Bob's chooses to partner with RAC Acceptance and allow them to operate inside Bob's stores then RAC's practices reflect upon your stores. As such, I am asking you to consult with RAC Acceptance on behalf of a customer who made a purchase at a Bob's Discount Furniture store through a Bob's Discount Furniture employee ([redacted]) and resolve this matter. Once again, I am seeking a full refund on my purchase and I will return the sofa to Bob's Discount Furniture or I would like to purchase this sofa for the $2499 purchase price and have the payments I've made on the couch applied toward that balance. I am hoping to work directly with you to resolve this matter rather than continuing with my complaint filed with the MA Attorney General's office for consumer protection. I thank you in advance for your prompt attention to this matter and look forward to your response.
Sincerely,
[redacted]
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with.
Our records indicate that we made direct contact with
this customer (off of a posting thru another channel) on 1.11.2016. At this
time our customer has accepted a compensation offer from us and our records
reflect that we have provided them with the most accurate information we have
in reference to their pending ottoman delivery.
We thank our customer for escalating their concern so that we can
address the obvious coaching concerns revealed to us and apologize again for
any aggravation our failures have caused them to experience.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly. We would not be able to offer
to give the customer free merchandise.
We are aware that while
the customer was in the store, the store management in an extreme effort to
make it right for this customer, offered to waive the delivery fee that was
charged as part of the [redacted] contract.
This is not something that we offer to our customer’s. The delivery fee savings of $199.99 plus the
gift card of $50 is far above our policy, we would not be able to offer any
additional compensation.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison