On 9/12/15 I went to the Manchester store to purchase a bed room set the sales associate told me that my order would be available for delivery on 9/29/15. Since then they have called me and told me that it would not be complete until 10/9/15 and again on 10/17/15. I am very upset and believe the the sales associate Kenneth A[redacted] lied about this order being in stock. When we called Melissa kept repeating that they could not guaranty the delivery date of 10/17/15 she would not let me speak to the manager!. I canceled the order and will buy from a company that dose not lie about inventory!!!
Bob's are quite possibly the most itic, incompetent, clueless bunch of people ever assembled to assist the poor unsuspecting people of New England. Where do I start? OK, first of all I go to the [redacted] store to order a sectional sofa, the assistant was friendly (aren't they all?) but keeps telling me that it isn't possible to order the sofa I like because they don't list the combination I want, so apparently that's it? The problem was just 2 days before I had seen the very combination in another store, and I keep insisting but she kept telling me that it wasn't available, I even asked her to double check. Fortunately my wife is pretty smart and took a photograph of the list of items at the other store, when we showed the salesperson she went to ask the manager who showed her that the list of parts was inside the little sign on the display sofa, and she wasn’t looking properly!! Had it not been for my wife we would have walked out and Bob’s would have missed a sale, although thinking about it this means my wife has indirectly caused all this misery……I’ll think about punishing her accordingly later.
Eventually the sofa arrives and its two different colors!! I speak to customer care who were apologetic and arranged to collect the wrong sofa and were going to have the store arrange to order the correct color on my behalf. Here is the problem, why does one part of Bob’s have to do one part of that process and another do the next part? Sure enough I take a second morning off work for them to fix this problem and they show up to take away my sofa without the replacement because apparently the store 'forgot' to put the order in for the replacement!! As a side note at this point, the delivery team left trash in the communal area of my apartment and outside in the courtyard area.
The reason that I bought this thing in the first place was so that my parents could come and stay with me for a while, each morning Bob's attempts to deliver I have to get my family up early so that I can clear large pieces of furniture and rugs out of the way so that the delivery team can do their thing. It's not just a case of sitting there and waiting, and each time it goes wrong I have to put everything back in place so my folks can move around the apartment for the next week or so while I go back to work and wait for the next chapter of the saga.
Anyway, I take ANOTHER morning off work and the delivery team show up, this time I check they have the sofa to exchange, they do, hoorah! Oh, but let me check the color........YES, they have got it right!!!....... But then as they unload the new sofa I notice they have brought the wrong style!! What the heck?? How can it be so difficult for a furniture company to deliver furniture?? So, I let them deliver this sofa and waste another 45 minutes or so calling customer care and getting this latest mess resolved.
Then, a few days later out they come again to exchange my sofa, they call to say they are here, I run outside excited that life can go back to normal in a few minutes…………..and then I see it, they are about to exchange the wrong style sofa with one exactly the same!!! At this point I was seriously tempted to go and get some scissors to poke my eyes out as this would be less painful and I wouldn’t notice that the sofa was different, but then I realized I wouldn’t get to see my daughter be born or grow up so I canned that idea.
At the 4th attempt, totaling 2 days of wasted vacation on my part and hours of stress Bob's finally manage to deliver the correct sofa. One little side issue, the delivery team left a small piece of card under one sofa, now I am not so petty to complain about this but beware; as I reached under to pull it out there were some half attached staples hanging down that gave me quite a nasty cut on my arm as I dragged it out. IF YOU HAVE SMALL CHILDREN PLEASE CHECK UNDER YOUR SOFA.
Now, this was my favorite part, trying to contact someone; if you want to speak with someone with half a brain then you need to take to social media and write a sy review, any other attempt will leave you hanging on hold or being passed around by a bunch of clueless fools who don't know what a sofa is or why they are even answering the phone at Bob's, it's like they were just cleaning the desk and the phone started ringing so they answered it.
Then it gets annoying, despite having taken 4 mornings (2 vacation days) off work, getting my pregnant wife and elderly parents up early, moved furniture around each time, spent hours trying to resolve the issues, tipping the delivery drivers every time (it's not their fault they work for fools, and I didn't notice the mess from the first lot until they had left), cutting myself, and generally letting my cortisone levels get way too high whilst trying to be polite as possible, Bob's offer to refund my delivery! Which actually reminds me that the original salesperson said delivery would be $99 and that suddenly became $129 once she did the invoice???? They also offered a $75 coupon to use in store! Honestly I would rather they offered me nothing, a $75 coupon is an insult, and I certainly wouldn’t be wanting to set foot inside that building anytime soon. There was a part of me that was going to suggest that Bob’s give my coupon to a charity as I am not going to accept it, but then I thought I wouldn’t wish that pain on my own worst enemy, let alone those in need.
I am realistic, I know that Bob’s is cheap and you get what you pay for, I don’t expect ‘red carpet’ treatment and I just wanted a cheap sofa bed so my parents could visit. Had I known this was going to be so difficult and stressful I would have gone to a more reputable store, hell, all the reviews tell you to avoid Bob’s but somehow I thought those people were expecting too much, oh how I was wrong. I am a LONG way out of pocket because of this mess and I have burned up valuable vacation time that I would have used to spend with my newborn daughter, that’s what hurts the most. I don’t know how a company can be allowed to trade in such a manner, most of the time preying on families who can’t afford to go elsewhere and leaving them in a position where they have to settle for sub-standard service and goods or lose money they don’t have.
PLEASE, PLEASE BE AWARE IF YOU PLAN TO SHOP HERE, LISTEN TO THE MASSES!
How is it possible that this company has an A+ rating? First delivery the bedroom set came damaged. No drawers, and back ordered items. Arranged for second delivery and after speaking with the rep, was assured that nothing was back ordered. I requested a confirmation email to ensure this was correct, and never received. Second delivery came damaged again, and drawers were back ordered. I guess thats why they never sent the email. Called the company to complain and was told that they dont take anything back once its in the home. What a load of crap. Lies and terrible customer service. Now the drawers are supposedly coming this friday... we'll see.
This company is horrible and I would NEVER recommend to anyone.
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the damaged merchandise and multiple phone calls caused our
customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not normal procedure to so we
do recognize that we have failed our customer and we have already made an
exception in this case to work above our normal compensation guidelines and
policies. Normally we offer any additional apology amount in the form of a Bobs
Discount Furniture Gift Card and in this case we have already approved our
apology amount to the customer in the form of a refund.
We do not offer apology monetary amounts
based off of any one individual’s time and we are unable to offer a discount
off of factory fresh product that stands in the home in good condition.
Our records indicate that Courtney made an
appropriate offer in the amount of $50.00 as an additional form of apology on
8.08.2015. Due to the extreme disappointment our customer is expressing we will
upgrade our offer one final time to a
$75.00 refund to [redacted].
We again apologize to our customer and
while it is at their discretion to accept this additional courtesy from us we
do hope they can see the value in our offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response unless they can, as said in their letter, find the hutch at another location/store, where we can pick it up as a "cash N carry" item. I was also told by an associate of bob's, that unless this item was available, it could not have been put in the computer for delivery on May 22. (that was less than a week ago I was told that) So how is that possible, he told us it was available... I will be cancelling the total order, living room, dining room table chairs, server, coffee table and 2 end tables if they can not find where we can get the Hutch that was paid for in full along with the rest of the furniture in this order. I need a response as soon as possible.
Sincerely,
[redacted]
Good Morning Revdex.com,
mso-bidi-theme-font: minor-latin;">
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and can only
access a sales order for (under a man’s name who may be the fiancé mentioned) a
bedroom set and sectional that shows 100% successfully delivered on 11.10.2015.
I am hesitant to believe this is the account as the customer is asserting that
they have had several deliveries from us.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable
please ask if the customer can provide the original delivery address for this
merchandise or any alternate names/ phone numbers that may bring up their
account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Morning Revdex.com,
I just tried to contact
this customer by the telephone number that they have listed here on Revdex.com and the
number is currently not accepting calls.
I apologize for any
disappointment that our customer has been experiencing with this claim and
convey that I would prefer to speak verbally with our customer regarding this
concern.
As far as I can tell from
the customer’s records [redacted] is denying the claim due to a difference in the
report of the customer’s guest sitting or falling on the chaise. I personally
find this to be absurd and apologize to our customer again that they are having
so much trouble with the [redacted] company and this claim.
Bobs Discount Furniture is
unable to offer recourse for damages that occur outside of a factory defect
concern (as the customer stated in their
posting: the damage was too great to be a manufacturer issue since the wood
frame underneath was cracked in two different places.)
Due to the poor service we
agree that our customer is experiencing thru a company we are partnered with
([redacted]) we will agree to offer the courtesy option listed below. If the
customer is willing to accept the terms of our courtesy offer they may contact
us at ###-###-#### (Customer Care Office) to have this offer fully created for
them.
Courtesy Reselection Offer:
We will
provide our customer with a store credit for the price paid on their sectional
sofa (we no longer have this particular model in our stock line up) so that
they may reselect to a different item.
This store
credit would amount to: $799.00.
This option
uses up the protection plan purchased (for the sectional only – the protection
plan and its original 5 year term will remain active on all the other
merchandise originally purchased from this sales order) as the protection plan
offers the customer a one time replacement on the item the coverage was
purchased for.
The cost of
the delivering the customer’s new selection will be covered by our company
under use of the protection plan purchased and we will expect to remove (and we
will cover the cost of disposal) the current sectional items the customer has
in the home on the same date we deliver the new items.
Kindest Regards,
Stephanie [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in September 2016 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. As amazing as our technicians are, they can
not repair table tops.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. This
customer did report damage to [redacted] and the claim was denied. The customer did not report this as an
accident. The customer reported to
[redacted] that she did not know when the damage occurred or how it occurred.
While we can certainly sympathize that the new merchandise
has scratches; that damage is definitely not caused by a manufacturing
defect. [redacted] only covers damage from a single
accident. The customer has stated that
the coasters caused scratches. This
would not be under the [redacted] umbrella.
Unfortunately not all damages can be classified as manufacturing or
accidental. This damage was caused as a
direct result of action taken by the customer.
We would not be able to offer any
options for this damage.
Good Afternoon Revdex.com,
We have reached out to our routing department to advise
of the escalated nature of this service and asked them to route it for after
4pm on Wednesday 12.21.16.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Please pass
on our sincerest apologies for any inconvenience our initial delivery failure
and service failures have caused [redacted] and her family to experience. Our
records indicate that after this complaint was initially sent to you on 1.08.2015
one of our Customer Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been
requested via this mediation channel.
Our records
indicate that after the service appointment on 1.08.2015 (yesterday) we were
prepared to initially offer a replacement of the “Loft Rails/Slats” as
indicated by the service technician’s report. While we understand the
customer’s frustration we would not expect a service technician to attempt a repair
on an item that he determined would need replacement. While we never anticipate
arriving outside of the estimated time frame we provide (in this case it was
4:59p-6:59p) or failing our customer in any sense there are events that occur
on the road beyond our control that can and will delay our technician’s arrival
time. We thank [redacted] for being available later then the estimated timeframe
we anticipated to arrive within.
In speaking
with the customer today (1.09.2015) we scheduled a full replacement of the bed
and its components to take place on 1.13.2015. We will most certainly follow up
on the coaching concerns that have been presented to us regarding the original
delivery team and we have requested that this replacement bed be assembled with
the professionalism we expect to be present on every delivery attempt.
In response to the customer’s
inquiry about the financing option she used to make this purchase with, Bobs
Discount Furniture aides in the application process and we provide a sales
invoice indicating the primary terms and conditions the customer is fully
agreeing to adhere to. As a business we are not permitted to insert over selves
into the financials of a financed sale with ‘[redacted]’ after the
initial delivery point.
Any and all billing information,
charges for merchandise or interest, and account standings whether joint
financed or singly financed is information that can only be accessed and
administered by ‘[redacted]’. Should this consumer be experiencing
concerns with their financing account they would need to open a dispute with
‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s
financing account with any Bobs Discount Furniture representative and
regretfully we cannot force a third party to provide us with information they
consider to be internal records.
We would suggest the customer
contact the Customer Care Office at ‘[redacted]’ directly to discuss the
issues notated within this complaint about charges: ###-###-####.
We are truly
very sorry about the failures caused on our end and look forward to being able
to offer this customer complete satisfaction on 1.13.2015.
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the consistent disappointments
the customer alleges to be experiencing with their living room furniture. Our
records indicate that this merchandise was delivered to the customer on 05/24/2013
and their first report of concern was initiated to us on 09/10/2014. At this
point in time the customer was outside of the first year guarantee period
through Bobs Discount Furniture and any services that have been provided were
being done so by the extended protection plan the customer purchased at the
time of sale.
We further apologize that the customer disagrees with the
multiple factory trained professionals that have been sent to their home to
assess the damage. The protection plan offers coverage, directly thru Bobs Discount
Furniture, for manufacturing concerns and this individual’s merchandise it not
experiencing concerns as a result from any defects in workmanship. We stand
behind the integrity of our service technicians and are truly very sorry that
the concerns this individual is seeking coverage for do not apply to the warranty
protection purchased.
As an extreme courtesy and because Bobs cares, we can offer
the customer a one time option for resolution outside of their warranty
protection plan, please ask the customer to review the option we have listed
below and respond thru this Revdex.com channel they felt necessary to open for your services
of mediation.
Resolution Option:
We will provide the customer with a 70% store credit based
on what they paid for this merchandise at the time of sale. This 70% is related
directly to the cost paid to us for merchandise only. As the customer’s
concerns are not covered by the extended warranty the inclusion of such fees
has no basis for existence in any courtesy offer Bobs provides directly.
Should this offer be accepted, we will not be responsible for the removal of the current
merchandise the customer has in their possession as we agree with the reports
we have received from our technicians.
As an additional courtesy we will offer to waive the cost of
delivering (one time only) any merchandise purchased using the 70% store credit
provided via this offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the offer that agents have previously made for a
refund of the delivery fee ($99.99) as a final form of our apology. In addition we will offer the customer a Bob’s
Discount Furniture gift card in the amount of $100 for the stress and aggravation
that we caused this customer.
If this customer accepts this final offer of compensation they
need only to reply to the Revdex.com mediation service that it is accepted and I will
create the paperwork and email it to the customer. This is the only offer of compensation that
we will be willing to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We have reached out to this customer
directly and offered different options.
With the number of attempts and delivery issues we are trying to work
out a solution as quickly as possible.
We welcome this customer to keep this
complaint open until a satisfactory resolution is reached.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I appreciate the time you took to
research my problems I have been having with the company. In regards to the two options presented to me
I would like to take the option relating to the piece being built off the table
completely. This is for two reasons:
1 – If I decided to go this route it would
be starting the process over again. There
are no guarantees the product would not be damaged again and I can be in the
same exact position I am in right now just fourth months later in October.
2 – I ordered and paid for this product
in February. An expected delivery date
of October is an 8 month wait. Again
with no guarantee that I will receive the product and I can be in the same
exact position I am in right now.
For the reasons above I am respectfully
rejecting that option.
In regards to the other option of receiving
the couch from a warehouse I have some serious concerns about different
colors. I believe a rational customer
would expect that when they order something, especially over $2,000, the
product would match and come in the color they requested.
This brings me back to my two options I
presented earlier only, with the first one slightly modified:
1 - Guarantee the color of the final piece
would be the same as the rest of the couch that I have paid for and guarantee delivery
by 6-30-14 and issue a $300 store credit. If not delivered by this date or the
couch does not match I get a full refund and keep the furniture, for my
troubles.
However if Bob’s is unable to honor this
request I ask that the company select option 2:
2 -
Refund my credit card in full, take couch back, and issue $300 check
I would not be happy with option 2, as I
think the additional frustration, deception, time spent, and anxiety as a
result of this purchase is worth well over $300, but at least this situation
would be over…. and I can start my search for a new couch all over again, four
months later.
I look forward to hearing back from you.
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 in expediting my refund only. Thank you.
Sincerely,
[redacted]
size="3">
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple services has caused our customer to experience.
Our records show that our technician repaired the defect in the
bed and nightstand successfully on 4.04.2015. We care very much to assist our
customers and gain their full satisfaction in our business and the products we
sell. In regards to the bed (headboard, footboard, railings) and the nightstand(s)
we have entered in a reselection credit so that the customer can visit one of
our showrooms and reselect to a product that they feel better suits their
needs. As a retailer it is our responsibility to provide the customer with a
store credit based on their purchase price however if the customer selects
merchandise of a higher value the customer will be directly responsible for the
upcharge. We will also cover the cost of delivering the newly selected items
and will expect to remove the current bed (headboard, footboard, railings) and
the nightstand(s) the customer maintains in the home on the same date.
The credit number associated with the bed (headboard, footboard,
railings) and the nightstand(s) is: [redacted], if this
credit is not used within two months it will expire on 6.06.2015.
In regards to the mattress, the customer just had this mattress
delivered (new) on 03/23/2015. This was a warranty replacement and we delivered
the exact mattress the customer picked out from our showroom. Our records show
no report of factory defect with the new mattress and therefore we would be
unable to offer a resolution on an item that has no defect concern. If the
customer has more to report as to why they are unhappy with the mattress they
picked out that would initiate a service under their warranty coverage we will
be happy to help at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I have purchased 3 different products from Bob's in West Springfield Mass. First I would like to start by saying the salespeople are fantastic. I have purchased all three pieces of furniture and have had great experiences every time. The sales people always checked in on us, were always friendly, and very inviting. I can honestly say that every experience walking into the store, even when we haven't made a purchase, has been a pleasant experience.
My first delivery was a Bob o Pedic bed. Upon delivery, the plastic had come off when the delivery crew was carrying it in to my house and the dirt and dust from the truck and ground outside had gotten on the top side of the mattress. Not the biggest deal in the world, it happens, but obviously not the ideal situation. I did not complain and just cleaned the bed, most of the dirt came off.
The second item that I purchased was a sectional, which came with a tear in the fabric. They replaced the piece of furniture after a few weeks, so I thought "it happens" and moved on.
Just recently I purchased a dining room table from Bob's. The delivery time that was given to us was between 6:30 am and 10:30 am. We received a phone call at around 5:30 am, stating that the delivery people would be there within the hour, but did not show up until after 7:30 am. When they did show up, they showed up with a damaged table. The corner of the table looked like it had been hit up against a hard surface and there was a pretty large chip in the wood. The delivery guy said they would send someone out to repair it, and left. At first I thought, hey it happens, but then realized that I had received damaged goods every time I ordered from Bob's. Investigating the chip closer we realized that it looked like there was some sort of brown paint or something covering up a part of the chip, which leads me to believe that this furniture was already repaired, and was sold to us like it was new in hopes we didn't realize it. At that point, we called and asked for the table top to be replaced. I refuse to pay full price for a damaged item I could probably buy in the pit for hundreds of dollars off.
They agreed to replace the table top and we scheduled a delivery time. We told the customer service rep that we would not be available until 5 o'clock on the day of delivery and they said that will be fine and they will schedule us for the last stop of the day, assuring us it would be after 5 PM. On the day of delivery , I received a call from an unfamiliar number at 4:26 (I found out later it was the delivery driver outside of my house) and another call at 4:36 stating that the delivery people had arrived and no one was home, so they had left and we needed to reschedule our delivery. They had already left, BEFORE our window of delivery even started. When I mentioned that they had verbally promised on multiple occasions delivery would be after 5, and a window start time of 4:45, the person I spoke with told me that the delivery drivers waited until 4:45. (although we were already told at 4:36 that the delivery drivers left via voice mail). I was told that they "didn't" know and there's nothing they can do, they wouldn't come back that day. The fact that the customer service rep seemed to be misconstruing time frames and arrival and departure times was incredibly frustrating. Eventually my fiance got a hold of someone who finally told us something other than there is nothing we can do but reschedule, and after a battle we were promised a credit for a partial refund on our delivery charge. (We now had to take more time off of work for a third delivery after all.)
Third delivery, we are watching the track my order link like a hawk in order to know when my fiance needed to leave work to make sure he is home in time for our delivery. We are stop 11, they are on stop 8 yet I get a call around 2 hours before our scheduled time saying that they are outside of our house. I explained to them that no one was there, they are extremely early and they said "yea but we didn't want to go to Springfield and then come back to West Springfield so were here now". It's funny how they didn't want to be inconvenienced yet they have absolutely no issue inconveniencing their paying customers. My fiance left work shortly after to ensure that we did not miss the delivery drivers again and the tabletop was successfully delivered.
My fiance called on multiple occasions in regards to getting our credit for the inconvenience which did not show up on our Bob's credit card statement as promised.He was told on multiple occasions the manager was busy, wasn't there, etc.After many failed attempts at reaching the manager, he had a friend call and ask for the manager from another phone number and they finally connected him with the manager. "It's on my list of things to do today" she said.
The fact that this company has an A+ from the Revdex.com is astonishing to me. The not my problem attitude from the customer service representatives and manager, and the fight the consumers have to go through to get undamaged products within a scheduled four hour window should all be taken into consideration. Or possibly the fact that 92 percent of the reviews of this company on the Revdex.com website are negative (and I would imagine the rest of the internet as well) due to the terrible post purchase customer service and delivery issues this company seems to face. Their good faith effort to resolve issues seems to be an attempt to stop the annoyance they must endure from consumers asking for quality and service and to be treated fairly.
Good Afternoon Ms. [redacted],I attempted to call you as requested, but received your voicemail and left a message. I apologize for the multiple delivery attempts of your furniture. Our records indicate that we have since successfully delivered your furniture. As a result of...
the inconveniences, I will be happy to refund $100.00 of the $149.99 delivery fee.Please contact me at your convenience.Thank you,[redacted].
Revdex.com: I emailed the Revdex.com the day after my complaint to say Bob's Discount Furniture came right back the next day with a brand new love seat and returned my delivery fee and that I wanted to retract my complaint! I never heard back and thought it was done.
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] [redacted]
Good Afternoon [redacted],
size="3">I apologize for any confusion you may have been left with
after our service technician left your residence. I further apologize for any
miscommunication we may have given you that led you to believe you would be receiving
email follow up on the status of your purchase part order.
At this time your account reflects that we placed the
purchase order with the overseas manufacturer on 6.15.2015 (The Monday after receiving
your payment on 6.12.2015). This is a manufacturer that will only ship goods by
ocean container therefore the estimated timeframe for shipment completion is approx.
10-16 weeks beginning from the date the part is ordered. Your part order is
currently slated to arrive towards the latest part of that estimate and is
showing us an early October, 2015 arrival period. I have included a print
screen of the part order (attached document) per your request for confirmation.
The reason your claim was not covered under the Goof Proof
Plus Protection Plan was because our factory trained technician did not determine
the concern to be the cause of a manufacturing defect. The report we were
provided with denotes that the seating of the chaise was showing signs of
normal wear and tear. The Goof Proof Plus Protection Plan is intended to offer
coverage against accidental damage like stains and manufacturing defects, the
exclusion of normal wear and tear is also listed under our ‘Service Policy’ via
your original sales invoice. We have taken the appropriate steps to address our
technician internally regarding the allegations of service result verification
you cite you were provided with.
I apologize to you again for any frustration the normal
wear/tear concern has caused you and for the extended shipping time associated
with this specific vendor. If you still maintain feelings of dispute against
our technician’s results, please send thru a minimum of 2 color photos of your
furniture and its concern - via this Revdex.com channel. I will review these photos
with our technician’s manager and see what, if any, further recourse may be
offered for resolution.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
On 9/12/15 I went to the Manchester store to purchase a bed room set the sales associate told me that my order would be available for delivery on 9/29/15. Since then they have called me and told me that it would not be complete until 10/9/15 and again on 10/17/15. I am very upset and believe the the sales associate Kenneth A[redacted] lied about this order being in stock. When we called Melissa kept repeating that they could not guaranty the delivery date of 10/17/15 she would not let me speak to the manager!. I canceled the order and will buy from a company that dose not lie about inventory!!!
Bob's are quite possibly the most i
tic, incompetent, clueless bunch of people ever assembled to assist the poor unsuspecting people of New England. Where do I start? OK, first of all I go to the [redacted] store to order a sectional sofa, the assistant was friendly (aren't they all?) but keeps telling me that it isn't possible to order the sofa I like because they don't list the combination I want, so apparently that's it? The problem was just 2 days before I had seen the very combination in another store, and I keep insisting but she kept telling me that it wasn't available, I even asked her to double check. Fortunately my wife is pretty smart and took a photograph of the list of items at the other store, when we showed the salesperson she went to ask the manager who showed her that the list of parts was inside the little sign on the display sofa, and she wasn’t looking properly!! Had it not been for my wife we would have walked out and Bob’s would have missed a sale, although thinking about it this means my wife has indirectly caused all this misery……I’ll think about punishing her accordingly later.
y review, any other attempt will leave you hanging on hold or being passed around by a bunch of clueless fools who don't know what a sofa is or why they are even answering the phone at Bob's, it's like they were just cleaning the desk and the phone started ringing so they answered it.
Eventually the sofa arrives and its two different colors!! I speak to customer care who were apologetic and arranged to collect the wrong sofa and were going to have the store arrange to order the correct color on my behalf. Here is the problem, why does one part of Bob’s have to do one part of that process and another do the next part? Sure enough I take a second morning off work for them to fix this problem and they show up to take away my sofa without the replacement because apparently the store 'forgot' to put the order in for the replacement!! As a side note at this point, the delivery team left trash in the communal area of my apartment and outside in the courtyard area.
The reason that I bought this thing in the first place was so that my parents could come and stay with me for a while, each morning Bob's attempts to deliver I have to get my family up early so that I can clear large pieces of furniture and rugs out of the way so that the delivery team can do their thing. It's not just a case of sitting there and waiting, and each time it goes wrong I have to put everything back in place so my folks can move around the apartment for the next week or so while I go back to work and wait for the next chapter of the saga.
Anyway, I take ANOTHER morning off work and the delivery team show up, this time I check they have the sofa to exchange, they do, hoorah! Oh, but let me check the color........YES, they have got it right!!!....... But then as they unload the new sofa I notice they have brought the wrong style!! What the heck?? How can it be so difficult for a furniture company to deliver furniture?? So, I let them deliver this sofa and waste another 45 minutes or so calling customer care and getting this latest mess resolved.
Then, a few days later out they come again to exchange my sofa, they call to say they are here, I run outside excited that life can go back to normal in a few minutes…………..and then I see it, they are about to exchange the wrong style sofa with one exactly the same!!! At this point I was seriously tempted to go and get some scissors to poke my eyes out as this would be less painful and I wouldn’t notice that the sofa was different, but then I realized I wouldn’t get to see my daughter be born or grow up so I canned that idea.
At the 4th attempt, totaling 2 days of wasted vacation on my part and hours of stress Bob's finally manage to deliver the correct sofa. One little side issue, the delivery team left a small piece of card under one sofa, now I am not so petty to complain about this but beware; as I reached under to pull it out there were some half attached staples hanging down that gave me quite a nasty cut on my arm as I dragged it out. IF YOU HAVE SMALL CHILDREN PLEASE CHECK UNDER YOUR SOFA.
Now, this was my favorite part, trying to contact someone; if you want to speak with someone with half a brain then you need to take to social media and write a s
Then it gets annoying, despite having taken 4 mornings (2 vacation days) off work, getting my pregnant wife and elderly parents up early, moved furniture around each time, spent hours trying to resolve the issues, tipping the delivery drivers every time (it's not their fault they work for fools, and I didn't notice the mess from the first lot until they had left), cutting myself, and generally letting my cortisone levels get way too high whilst trying to be polite as possible, Bob's offer to refund my delivery! Which actually reminds me that the original salesperson said delivery would be $99 and that suddenly became $129 once she did the invoice???? They also offered a $75 coupon to use in store! Honestly I would rather they offered me nothing, a $75 coupon is an insult, and I certainly wouldn’t be wanting to set foot inside that building anytime soon. There was a part of me that was going to suggest that Bob’s give my coupon to a charity as I am not going to accept it, but then I thought I wouldn’t wish that pain on my own worst enemy, let alone those in need.
I am realistic, I know that Bob’s is cheap and you get what you pay for, I don’t expect ‘red carpet’ treatment and I just wanted a cheap sofa bed so my parents could visit. Had I known this was going to be so difficult and stressful I would have gone to a more reputable store, hell, all the reviews tell you to avoid Bob’s but somehow I thought those people were expecting too much, oh how I was wrong. I am a LONG way out of pocket because of this mess and I have burned up valuable vacation time that I would have used to spend with my newborn daughter, that’s what hurts the most. I don’t know how a company can be allowed to trade in such a manner, most of the time preying on families who can’t afford to go elsewhere and leaving them in a position where they have to settle for sub-standard service and goods or lose money they don’t have.
PLEASE, PLEASE BE AWARE IF YOU PLAN TO SHOP HERE, LISTEN TO THE MASSES!
How is it possible that this company has an A+ rating? First delivery the bedroom set came damaged. No drawers, and back ordered items. Arranged for second delivery and after speaking with the rep, was assured that nothing was back ordered. I requested a confirmation email to ensure this was correct, and never received. Second delivery came damaged again, and drawers were back ordered. I guess thats why they never sent the email. Called the company to complain and was told that they dont take anything back once its in the home. What a load of crap. Lies and terrible customer service. Now the drawers are supposedly coming this friday... we'll see.
This company is horrible and I would NEVER recommend to anyone.
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the damaged merchandise and multiple phone calls caused our
customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not normal procedure to so we
do recognize that we have failed our customer and we have already made an
exception in this case to work above our normal compensation guidelines and
policies. Normally we offer any additional apology amount in the form of a Bobs
Discount Furniture Gift Card and in this case we have already approved our
apology amount to the customer in the form of a refund.
We do not offer apology monetary amounts
based off of any one individual’s time and we are unable to offer a discount
off of factory fresh product that stands in the home in good condition.
Our records indicate that Courtney made an
appropriate offer in the amount of $50.00 as an additional form of apology on
8.08.2015. Due to the extreme disappointment our customer is expressing we will
upgrade our offer one final time to a
$75.00 refund to [redacted].
We again apologize to our customer and
while it is at their discretion to accept this additional courtesy from us we
do hope they can see the value in our offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response unless they can, as said in their letter, find the hutch at another location/store, where we can pick it up as a "cash N carry" item. I was also told by an associate of bob's, that unless this item was available, it could not have been put in the computer for delivery on May 22. (that was less than a week ago I was told that) So how is that possible, he told us it was available... I will be cancelling the total order, living room, dining room table chairs, server, coffee table and 2 end tables if they can not find where we can get the Hutch that was paid for in full along with the rest of the furniture in this order. I need a response as soon as possible.
Sincerely,
[redacted]
Good Morning Revdex.com,
mso-bidi-theme-font: minor-latin;">
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and can only
access a sales order for (under a man’s name who may be the fiancé mentioned) a
bedroom set and sectional that shows 100% successfully delivered on 11.10.2015.
I am hesitant to believe this is the account as the customer is asserting that
they have had several deliveries from us.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable
please ask if the customer can provide the original delivery address for this
merchandise or any alternate names/ phone numbers that may bring up their
account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">Good Morning Revdex.com,
I just tried to contact
this customer by the telephone number that they have listed here on Revdex.com and the
number is currently not accepting calls.
I apologize for any
disappointment that our customer has been experiencing with this claim and
convey that I would prefer to speak verbally with our customer regarding this
concern.
As far as I can tell from
the customer’s records [redacted] is denying the claim due to a difference in the
report of the customer’s guest sitting or falling on the chaise. I personally
find this to be absurd and apologize to our customer again that they are having
so much trouble with the [redacted] company and this claim.
Bobs Discount Furniture is
unable to offer recourse for damages that occur outside of a factory defect
concern (as the customer stated in their
posting: the damage was too great to be a manufacturer issue since the wood
frame underneath was cracked in two different places.)
Due to the poor service we
agree that our customer is experiencing thru a company we are partnered with
([redacted]) we will agree to offer the courtesy option listed below. If the
customer is willing to accept the terms of our courtesy offer they may contact
us at ###-###-#### (Customer Care Office) to have this offer fully created for
them.
Courtesy Reselection Offer:
We will
provide our customer with a store credit for the price paid on their sectional
sofa (we no longer have this particular model in our stock line up) so that
they may reselect to a different item.
This store
credit would amount to: $799.00.
This option
uses up the protection plan purchased (for the sectional only – the protection
plan and its original 5 year term will remain active on all the other
merchandise originally purchased from this sales order) as the protection plan
offers the customer a one time replacement on the item the coverage was
purchased for.
The cost of
the delivering the customer’s new selection will be covered by our company
under use of the protection plan purchased and we will expect to remove (and we
will cover the cost of disposal) the current sectional items the customer has
in the home on the same date we deliver the new items.
Kindest Regards,
Stephanie [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in September 2016 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. As amazing as our technicians are, they can
not repair table tops.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. This
customer did report damage to [redacted] and the claim was denied. The customer did not report this as an
accident. The customer reported to
[redacted] that she did not know when the damage occurred or how it occurred.
While we can certainly sympathize that the new merchandise
has scratches; that damage is definitely not caused by a manufacturing
defect. [redacted] only covers damage from a single
accident. The customer has stated that
the coasters caused scratches. This
would not be under the [redacted] umbrella.
Unfortunately not all damages can be classified as manufacturing or
accidental. This damage was caused as a
direct result of action taken by the customer.
We would not be able to offer any
options for this damage.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
We have reached out to our routing department to advise
of the escalated nature of this service and asked them to route it for after
4pm on Wednesday 12.21.16.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,...
Please pass
on our sincerest apologies for any inconvenience our initial delivery failure
and service failures have caused [redacted] and her family to experience. Our
records indicate that after this complaint was initially sent to you on 1.08.2015
one of our Customer Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been
requested via this mediation channel.
Our records
indicate that after the service appointment on 1.08.2015 (yesterday) we were
prepared to initially offer a replacement of the “Loft Rails/Slats” as
indicated by the service technician’s report. While we understand the
customer’s frustration we would not expect a service technician to attempt a repair
on an item that he determined would need replacement. While we never anticipate
arriving outside of the estimated time frame we provide (in this case it was
4:59p-6:59p) or failing our customer in any sense there are events that occur
on the road beyond our control that can and will delay our technician’s arrival
time. We thank [redacted] for being available later then the estimated timeframe
we anticipated to arrive within.
In speaking
with the customer today (1.09.2015) we scheduled a full replacement of the bed
and its components to take place on 1.13.2015. We will most certainly follow up
on the coaching concerns that have been presented to us regarding the original
delivery team and we have requested that this replacement bed be assembled with
the professionalism we expect to be present on every delivery attempt.
In response to the customer’s
inquiry about the financing option she used to make this purchase with, Bobs
Discount Furniture aides in the application process and we provide a sales
invoice indicating the primary terms and conditions the customer is fully
agreeing to adhere to. As a business we are not permitted to insert over selves
into the financials of a financed sale with ‘[redacted]’ after the
initial delivery point.
Any and all billing information,
charges for merchandise or interest, and account standings whether joint
financed or singly financed is information that can only be accessed and
administered by ‘[redacted]’. Should this consumer be experiencing
concerns with their financing account they would need to open a dispute with
‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s
financing account with any Bobs Discount Furniture representative and
regretfully we cannot force a third party to provide us with information they
consider to be internal records.
We would suggest the customer
contact the Customer Care Office at ‘[redacted]’ directly to discuss the
issues notated within this complaint about charges: ###-###-####.
We are truly
very sorry about the failures caused on our end and look forward to being able
to offer this customer complete satisfaction on 1.13.2015.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the consistent disappointments
the customer alleges to be experiencing with their living room furniture. Our
records indicate that this merchandise was delivered to the customer on 05/24/2013
and their first report of concern was initiated to us on 09/10/2014. At this
point in time the customer was outside of the first year guarantee period
through Bobs Discount Furniture and any services that have been provided were
being done so by the extended protection plan the customer purchased at the
time of sale.
We further apologize that the customer disagrees with the
multiple factory trained professionals that have been sent to their home to
assess the damage. The protection plan offers coverage, directly thru Bobs Discount
Furniture, for manufacturing concerns and this individual’s merchandise it not
experiencing concerns as a result from any defects in workmanship. We stand
behind the integrity of our service technicians and are truly very sorry that
the concerns this individual is seeking coverage for do not apply to the warranty
protection purchased.
As an extreme courtesy and because Bobs cares, we can offer
the customer a one time option for resolution outside of their warranty
protection plan, please ask the customer to review the option we have listed
below and respond thru this Revdex.com channel they felt necessary to open for your services
of mediation.
Resolution Option:
We will provide the customer with a 70% store credit based
on what they paid for this merchandise at the time of sale. This 70% is related
directly to the cost paid to us for merchandise only. As the customer’s
concerns are not covered by the extended warranty the inclusion of such fees
has no basis for existence in any courtesy offer Bobs provides directly.
Should this offer be accepted, we will not be responsible for the removal of the current
merchandise the customer has in their possession as we agree with the reports
we have received from our technicians.
As an additional courtesy we will offer to waive the cost of
delivering (one time only) any merchandise purchased using the 70% store credit
provided via this offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the offer that agents have previously made for a
refund of the delivery fee ($99.99) as a final form of our apology. In addition we will offer the customer a Bob’s
Discount Furniture gift card in the amount of $100 for the stress and aggravation
that we caused this customer.
If this customer accepts this final offer of compensation they
need only to reply to the Revdex.com mediation service that it is accepted and I will
create the paperwork and email it to the customer. This is the only offer of compensation that
we will be willing to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We have reached out to this customer
directly and offered different options.
With the number of attempts and delivery issues we are trying to work
out a solution as quickly as possible.
We welcome this customer to keep this
complaint open until a satisfactory resolution is reached.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I appreciate the time you took to
research my problems I have been having with the company. In regards to the two options presented to me
I would like to take the option relating to the piece being built off the table
completely. This is for two reasons:
1 – If I decided to go this route it would
be starting the process over again. There
are no guarantees the product would not be damaged again and I can be in the
same exact position I am in right now just fourth months later in October.
2 – I ordered and paid for this product
in February. An expected delivery date
of October is an 8 month wait. Again
with no guarantee that I will receive the product and I can be in the same
exact position I am in right now.
For the reasons above I am respectfully
rejecting that option.
In regards to the other option of receiving
the couch from a warehouse I have some serious concerns about different
colors. I believe a rational customer
would expect that when they order something, especially over $2,000, the
product would match and come in the color they requested.
This brings me back to my two options I
presented earlier only, with the first one slightly modified:
1 - Guarantee the color of the final piece
would be the same as the rest of the couch that I have paid for and guarantee delivery
by 6-30-14 and issue a $300 store credit. If not delivered by this date or the
couch does not match I get a full refund and keep the furniture, for my
troubles.
However if Bob’s is unable to honor this
request I ask that the company select option 2:
2 -
Refund my credit card in full, take couch back, and issue $300 check
I would not be happy with option 2, as I
think the additional frustration, deception, time spent, and anxiety as a
result of this purchase is worth well over $300, but at least this situation
would be over…. and I can start my search for a new couch all over again, four
months later.
I look forward to hearing back from you.
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 in expediting my refund only. Thank you.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple services has caused our customer to experience.
Our records show that our technician repaired the defect in the
bed and nightstand successfully on 4.04.2015. We care very much to assist our
customers and gain their full satisfaction in our business and the products we
sell. In regards to the bed (headboard, footboard, railings) and the nightstand(s)
we have entered in a reselection credit so that the customer can visit one of
our showrooms and reselect to a product that they feel better suits their
needs. As a retailer it is our responsibility to provide the customer with a
store credit based on their purchase price however if the customer selects
merchandise of a higher value the customer will be directly responsible for the
upcharge. We will also cover the cost of delivering the newly selected items
and will expect to remove the current bed (headboard, footboard, railings) and
the nightstand(s) the customer maintains in the home on the same date.
The credit number associated with the bed (headboard, footboard,
railings) and the nightstand(s) is: [redacted], if this
credit is not used within two months it will expire on 6.06.2015.
In regards to the mattress, the customer just had this mattress
delivered (new) on 03/23/2015. This was a warranty replacement and we delivered
the exact mattress the customer picked out from our showroom. Our records show
no report of factory defect with the new mattress and therefore we would be
unable to offer a resolution on an item that has no defect concern. If the
customer has more to report as to why they are unhappy with the mattress they
picked out that would initiate a service under their warranty coverage we will
be happy to help at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I have purchased 3 different products from Bob's in West Springfield Mass. First I would like to start by saying the salespeople are fantastic. I have purchased all three pieces of furniture and have had great experiences every time. The sales people always checked in on us, were always friendly, and very inviting. I can honestly say that every experience walking into the store, even when we haven't made a purchase, has been a pleasant experience.
My first delivery was a Bob o Pedic bed. Upon delivery, the plastic had come off when the delivery crew was carrying it in to my house and the dirt and dust from the truck and ground outside had gotten on the top side of the mattress. Not the biggest deal in the world, it happens, but obviously not the ideal situation. I did not complain and just cleaned the bed, most of the dirt came off.
The second item that I purchased was a sectional, which came with a tear in the fabric. They replaced the piece of furniture after a few weeks, so I thought "it happens" and moved on.
Just recently I purchased a dining room table from Bob's. The delivery time that was given to us was between 6:30 am and 10:30 am. We received a phone call at around 5:30 am, stating that the delivery people would be there within the hour, but did not show up until after 7:30 am. When they did show up, they showed up with a damaged table. The corner of the table looked like it had been hit up against a hard surface and there was a pretty large chip in the wood. The delivery guy said they would send someone out to repair it, and left. At first I thought, hey it happens, but then realized that I had received damaged goods every time I ordered from Bob's. Investigating the chip closer we realized that it looked like there was some sort of brown paint or something covering up a part of the chip, which leads me to believe that this furniture was already repaired, and was sold to us like it was new in hopes we didn't realize it. At that point, we called and asked for the table top to be replaced. I refuse to pay full price for a damaged item I could probably buy in the pit for hundreds of dollars off.
They agreed to replace the table top and we scheduled a delivery time. We told the customer service rep that we would not be available until 5 o'clock on the day of delivery and they said that will be fine and they will schedule us for the last stop of the day, assuring us it would be after 5 PM. On the day of delivery , I received a call from an unfamiliar number at 4:26 (I found out later it was the delivery driver outside of my house) and another call at 4:36 stating that the delivery people had arrived and no one was home, so they had left and we needed to reschedule our delivery. They had already left, BEFORE our window of delivery even started. When I mentioned that they had verbally promised on multiple occasions delivery would be after 5, and a window start time of 4:45, the person I spoke with told me that the delivery drivers waited until 4:45. (although we were already told at 4:36 that the delivery drivers left via voice mail). I was told that they "didn't" know and there's nothing they can do, they wouldn't come back that day. The fact that the customer service rep seemed to be misconstruing time frames and arrival and departure times was incredibly frustrating. Eventually my fiance got a hold of someone who finally told us something other than there is nothing we can do but reschedule, and after a battle we were promised a credit for a partial refund on our delivery charge. (We now had to take more time off of work for a third delivery after all.)
Third delivery, we are watching the track my order link like a hawk in order to know when my fiance needed to leave work to make sure he is home in time for our delivery. We are stop 11, they are on stop 8 yet I get a call around 2 hours before our scheduled time saying that they are outside of our house. I explained to them that no one was there, they are extremely early and they said "yea but we didn't want to go to Springfield and then come back to West Springfield so were here now". It's funny how they didn't want to be inconvenienced yet they have absolutely no issue inconveniencing their paying customers. My fiance left work shortly after to ensure that we did not miss the delivery drivers again and the tabletop was successfully delivered.
My fiance called on multiple occasions in regards to getting our credit for the inconvenience which did not show up on our Bob's credit card statement as promised.He was told on multiple occasions the manager was busy, wasn't there, etc.After many failed attempts at reaching the manager, he had a friend call and ask for the manager from another phone number and they finally connected him with the manager. "It's on my list of things to do today" she said.
The fact that this company has an A+ from the Revdex.com is astonishing to me. The not my problem attitude from the customer service representatives and manager, and the fight the consumers have to go through to get undamaged products within a scheduled four hour window should all be taken into consideration. Or possibly the fact that 92 percent of the reviews of this company on the Revdex.com website are negative (and I would imagine the rest of the internet as well) due to the terrible post purchase customer service and delivery issues this company seems to face. Their good faith effort to resolve issues seems to be an attempt to stop the annoyance they must endure from consumers asking for quality and service and to be treated fairly.
Good Afternoon Ms. [redacted],I attempted to call you as requested, but received your voicemail and left a message. I apologize for the multiple delivery attempts of your furniture. Our records indicate that we have since successfully delivered your furniture. As a result of...
the inconveniences, I will be happy to refund $100.00 of the $149.99 delivery fee.Please contact me at your convenience.Thank you,[redacted].
Revdex.com: I emailed the Revdex.com the day after my complaint to say Bob's Discount Furniture came right back the next day with a brand new love seat and returned my delivery fee and that I wanted to retract my complaint! I never heard back and thought it was done.
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] [redacted]
Good Afternoon [redacted],
size="3">I apologize for any confusion you may have been left with
after our service technician left your residence. I further apologize for any
miscommunication we may have given you that led you to believe you would be receiving
email follow up on the status of your purchase part order.
At this time your account reflects that we placed the
purchase order with the overseas manufacturer on 6.15.2015 (The Monday after receiving
your payment on 6.12.2015). This is a manufacturer that will only ship goods by
ocean container therefore the estimated timeframe for shipment completion is approx.
10-16 weeks beginning from the date the part is ordered. Your part order is
currently slated to arrive towards the latest part of that estimate and is
showing us an early October, 2015 arrival period. I have included a print
screen of the part order (attached document) per your request for confirmation.
The reason your claim was not covered under the Goof Proof
Plus Protection Plan was because our factory trained technician did not determine
the concern to be the cause of a manufacturing defect. The report we were
provided with denotes that the seating of the chaise was showing signs of
normal wear and tear. The Goof Proof Plus Protection Plan is intended to offer
coverage against accidental damage like stains and manufacturing defects, the
exclusion of normal wear and tear is also listed under our ‘Service Policy’ via
your original sales invoice. We have taken the appropriate steps to address our
technician internally regarding the allegations of service result verification
you cite you were provided with.
I apologize to you again for any frustration the normal
wear/tear concern has caused you and for the extended shipping time associated
with this specific vendor. If you still maintain feelings of dispute against
our technician’s results, please send thru a minimum of 2 color photos of your
furniture and its concern - via this Revdex.com channel. I will review these photos
with our technician’s manager and see what, if any, further recourse may be
offered for resolution.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison