Good Afternoon [redacted],
I am just as disappointed as you are to learn that our
technician was not able to resolve your concern with service. I do hope that I
have conveyed the fact that we care and I am very surprised that I didn’t hear
from you by phone directly as it is clear you are still dissatisfied after the
service. I would much prefer to speak with you by phone so I can convey my
apologies and care to you in a more human manner.
I completely understand your aggravations and it was never
my intention to put you through any more frustrations. Having been in this
business for the better part of a decade, I have never witnessed or been apart
of a customer complaint regarding a foundation that has taken this much time
away from our valuable customer.
Please know that a special inspection of merchandise does
not indicate that we will remove the fabric of an item and look at its
“insides”. Bobs Discount Furniture certainly takes responsibility for the
product concerns you are experiencing however Bobs Discount Furniture does not
build these foundations. As the retailer we have inspected that the foundation,
prior to it leaving our distribution center, seeing that it is in showroom
condition. We have verified during this inspection that it is in good condition
but we would never rip apart a product (tearing back the foundations cover) to
inspect its insides prior to sending it out. There is a certain trust that must
be obtained through a business and its manufacturers that the product is being
built soundly each time off the assembly line. We would not rip apart material
from your item prior to sending it out as we would not want to interfere with
the structural integrity we expect to be there to begin with. There are events
that can occur during transit related to poor handling of our customer’s
merchandise that can and do cause the other issues you have pointed out in your
response.
Bobs wants to honor our original promise to you by providing
you with the merchandise you purchased from us in good condition. Regretfully
we would be unable to provide you with the merchandise, a refund on that
merchandise, and honor the manufacturing warranty associated with that
merchandise. We can certainly discuss monetary compensation in the form of
refunding your original delivery fee and additional compensation as a further
apology after you are completely satisfied with this merchandise. I completely
understand if you have no confidence in our ability to bring you a sound
foundation so while it is beyond our normal policies to do so I can also offer
to remove the bedding set you have purchased from us (mattress &
foundation) for a refund if you’d like to purchase a set of bedding you can
have more confidence in. As much as I’d like to regain your trust in our
foundations and prove to you that we are a business based on integrity the
level of aggravation you are communicating gives me the impression that I may
not be able to accomplish such a goal.
Please let me know how you would like to precede [redacted] and
I apologize again that we have continued to disappoint you.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Roman">
Good Morning Revdex.com-
We are very sorry that this
customer is unhappy with the purchase that was made. This merchandise was purchased from our
Outlet area in the store and was sold “as is, no warranty”. This merchandise is clearly marked in the
store and kept in a separate area to avoid any confusion.
The sales
order the customer signed is noted in two separate areas with this policy,
please see attached. In the notes the
sales person added it is marked under Special Instructions “ No Service,
Warranties or Returns” and in the last page of the sales order, reviewed and
signed at time of purchase, in the area marked as SERVICE POLICY
Merchandise
purchased from our “Outlet” or Clearance Centers that is not brand new/factory
fresh is excluded from these factory defect guarantees.
We did offer a Best Effort service
to this customer out of extreme concern for the safety of the household. The tech found that the springs could not be
repaired. If this customer would like to
purchase a new spring kit and an installation service we can certainly offer
that option. This set was sold to this
customer at more then 50% off regular retail.
It was sold as is, no warranty.
It was sold with the understanding that it is not brand new factory
fresh merchandise.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Our offices are in receipt of this claim as of Monday,
3.23.2015 and we are responding on the same day as receipt.
As of Friday, 3.20.2015 this claim has been directly settled
with the customer via continuous email conversations she and I held.
The customer accepted our offers for resolution which have
all been processed and explained in great detail to the customer as of last week.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly home. Bed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own home. They travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theaters. Recent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of people. The second you put your bag down, they can jump into it and you would never know it until after you’ve gone home."
what bobs failed to understand is that I purchased two mattress for two different room. like I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protector. why would you remove the plastic protector outside and then bring it into the house. 1st, the bed bugs was under your mattress protector. 2nd, the other mattress that was brought into my house for the other room had a plastic protector on it. 3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector. 4th, the only travel I have in 20 years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base.
how do your company Bobs don't take responsibility for the bed bugs that came from your warehouse. your company have a bed bugs complaint department and your company got sued for delivering a furniture contain bedbugs into someones home.
all I want your company to replaced the mattress and refund the cost of the fumigation, total cost is $3000.
Sincerely,
[redacted]
This issue is clear, once funding has been secured customer service goes out the door. The agreed upon delivery time of 11:45 - 1:15 pm was changed without customer notification. when discussing the discrepancy, customer service representative provides a new additional 3 hour window and insist the time is correct when I am viewing the time frame provided by the vendor's website which is clearly mismatched.
My time was not compensated, nor was it considered. Had I been initially informed the delivery window was from 9-5, I would have nothing to say. But to be insulted by being on hold for over 8 minute waiting for a manager, then further insulted by the forced a new time frame...is a bit dis-hardening for a repeat customer. I will reconsider my other furniture needs else where. My first experience with Bob's was great, this not so much!!!
Good Afternoon Revdex.com-
We are very sorry for the delay and...
miscommunications this
customer has experienced. I can see that
this customer has had to call in several times and has been given different
information.
I have created the
refund for the part order. Please reach
out with the original card used ([redacted]) as we can only see the last 4
digits for security purposes. The refund
number is [redacted]
I have been in contact with our parts department manager.
They have in turn contacted the manufacturer.
The manufacturer no longer makes this bed and has no legs to send
us. The manufacturer advised that they
do not have any similar legs, where the holes would line up correctly. We are sorry, but per the manufacturer, we
have no recourse to offer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the customer’s...
frustration. We do show that team was at the home from
330pm to 338pm which was within the customer’s given timeframe. The team took a photo of the home time
stamped at 338pm. The team can absolutely
ask a customer if they can come early, but they have to honor the given
timeframe.
Often customers want an immediate answer to a delivery
situation and we are not able to provide that.
We have to work with the depots that the teams work out of. They make the decision on whether a team can
go back or not. If a customer misses
their delivery time we can not send the team back if it will negatively affect
the other customers on that route. The
depot must look at many factors before giving us their answer- traffic, route
and team running late all must be taken into account.
In this customer’s case we were able to send the team back
to complete the delivery. We are showing
the delivery was completed that night and the customer has not called in to
advise us of any issues.
Complaint: [redacted]
I am rejecting this response because:
2 reasons.
I would like to make you aware that things became even worse after I sent this complaint. Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers. I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled. It wasn't until 6:30pm on 2/14 (36 hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/15 (48 hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated service. I was also told I was stop #1. I woke up at 6am on Saturday (my only day off) to wait for the delivery. By 7:20am I called Customer Care to ask for my cr to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am". Much to my surprise, I stated I was the 6:30-9:30 window and she said "well I don't know who would've told you that. I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN. This was again very frustrating as I had an appointment to renew my U.S. Passport at 11am that I could not delay. One hand does not talk to the other at your company. Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize. That was the 1st noble thing anyone from you company did. Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again. I REAL gesture would be a $100 credit on the matress as well as the $99 delivery fee. THAT would encourage me to shop there again rather than being forced to. I would gladly return the $200 gift card and close this complaint if you would accomodate. That would accually reduce your "compensation" to me from $299 to $199.
Sincerely,
[redacted] Keeley
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof plan. I apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage,...
resulting from a single incident, when properly reported. Seam separations are covered under the one year manufacturer warranty through Bob's. When we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos). Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August 2014. Your claim was denied as none of the reported damage is covered under the plan. Damage resulting from the teeth, beak or claws of an animal is not covered. Prior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November 2014 and March 2015 with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected area. At your request, I will cancel and refund the plan in its entirety. You should expect to receive a refund check within 10-14 business days.Bob's Discount Furniture truly appreciates your business.Thank you,[redacted]
Please
pass on our apologies for any confusion experienced during the requested
service interactions for this concern. The customer’s invoice depicts a
purchase date of 3.02.2013 (not 2014) and the first appointment that was
created for 11.19.2015 (two men) was created in error by the associated
customer care agent. The agent set up paperwork to send out a delivery team to
this customer’s residence instead of a service professional. Our records
indicate that the delivery team arrived as they were told to do but realized
shortly after arrival that they were set up for this stop in error as there was
clearly no assembly needed. Upon calling this into our offices the appropriate
paperwork for a factory trained service professional was created and scheduled
for 11.25.2015.
Please see
the attached picture in reference to the technician’s visit from 11.25.2015.
We
apologize again for our error in scheduling and have begun addressing this
agent’s failure directly with this agent internally. We are unable to respond
to damages that are not the result of a manufacturing failure. The picture
depicts a damaged area on the inside back of this item and we stand behind the
integrity of our technician’s report that this is not the result of a
manufacturing concern.
Should the
customer wish to use the protection plan they purchased for accidents they can
most certainly contact the [redacted] company who manages this coverage on their
own. Please be advised that [redacted] requires an accidental incident (happening
within the last 30 days) causing said damage be reported for coverage to be
applicable and they can be reached at ###-###-####.
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an option. We apologize that we are unable to
respond to damages that have occurred beyond the warranty specifications and
beyond the control of our business.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. Melissa has set the customer up for an
exchange to rectify the concerns. If the
customer wishes to reselect on the set we can authorize that as well, the customer
would need to go through the ACCEPTANCENOW desk at the store, as they have a
contract through them, not through Bob’s.
As this customer has a contract through a third party we would not be
able to authorize a refund.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
I purchased a 3 piece sectional about 3 years ago. I also purchased a 5 year warranty. I recently went to a Bob store to look for another piece of furniture. I told them about an issue I was having with the couch I had purchased - basically the cushion is not offering any support and on two of the pieces you fall all the way back into the couch. .I was told I was covered by the warranty and should call to have it evaluated. Also - the device that you use to recline the seat is popped all the way out of the seat. Today - a representative came to my home. He had zero customer service skills.No hello my name is... nothing. Came in - sat down, fell back into the couch. Saw the reclining buttons protruding. Took pictures - asked to use my phone - called Bobs - handed me the phone and RAN out of my house. The man on the phone informed me it is normal wear of the couch and it is not under warranty. Bob's furniture is awful - never purchase from them unless you are looking for disposable furniture. AND NEVER BUY THEIR WARRANTY. When they sold it to me and when I returned to the store recently I was assured they stand by the quality of their product. That everything is covered - even if a child colors on it or tears it. I have a tear on the back of the couch. I do not know how it got there. They do not cover this either - even though I was sold the warranty based on repeated assurances that EVERYTHING is covered. Everything is not covered!! They are standing by inferior quality which they are happy for you to fall back in after 2-3 years of use. Absolute garbage - waste of my hard earned money. Disappointed and will not make that mistake again. Buyers BEWARE!
DC
Complaint: [redacted]
Complaint ID [redacted] which was submitted and is in the "assumed resolved" status has not been resolved. A Corporate Liaison for Bob's had been in touch with me and even confirmed a scheduled delivery for today, June 14. I received multiple voicemails from this business yesterday confirming the desk would be delivered, it was on the truck, times to expect delivery, etc. Today I received a voicemail suggesting the desk is damaged and would not be delivered. As a reminder, this is an item that was purchased well over 2 months ago and has not been delivered. It it needed to fulfill a work from home obligation, which began on 6/9. I still have no office space to work with and Bob's has done absolutely nothing to make this right.
Upon delivery, I want a full refund for the great inconvenience this company has caused and for the work I have lost as a result.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.
Sincerely,
[redacted]
size="3">
I am sorry for the treatment this customer has received in trying
to get the sleeper damage rectified.
There are some serious training opportunities in this account, and those
will be addressed internally. I believe
that we should absolutely exchange this sleeper for the customer. I reviewed the tech report and the photos he
submitted. I can see how he might have believed
this to be caused by an accident in the home, but the agent should have
explained to the customer how to submit a claim to [redacted]. [redacted] insurance covers only accidental
damage. An accident is defined by them
as having a “who, what, when” all claims must be submitted within 30 days of
damage. Please see attached the
customer’s warranty card. Because the
customer did not know when this occurred or how, it was denied.
Due to the miscommunication this customer has experienced we will
replace the sleeper sofa. This is a
courtesy as this is piece does not have any manufacturing defects. We would not be able to extend an offer of
refund. We do not offer refunds on
pieces delivered into the home. Please see
page 2 of this customer’s sales order.
The
exchange is already set up in the system, the customer can call into customer
care to schedule ###-###-#### Mon-Sat 7am to 8pm.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
size="3">
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 March 2015 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.
The other side of this warranty is through a third party
company, [redacted] [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
damage was not called in as a single accident or incident, with the details of
how it occurred, so the claim was denied.
I see that this customer had reported delivery damage to us
after delivery, a dent in the headboard.
We had scheduled a service tech to come out and review the damage, the
customer canceled this and never rescheduled.
This report entitles the customer to a replacement headboard. The warranty the customer paid for does allow
for a one time replacement of pieces that can not be repaired. This does fulfill the contract. We have created the return for the
headboard. If this customer would reach
out to the store ###-###-#### hit 1, and advise them they have a credit in
the system the store can create the paperwork for the new headboard. The
customer can then decide if they would like to pay for the GOOF PROOF
protection plan on the headboard. This
would be a cost of $39.99. I have noted
in the return that we will not charge a new delivery fee. The return number to reference is [redacted] This credit is for reselection on the
headboard only. This credit is active
now, and will be active until 9/11/16.
The old headboard will be removed when the new one is delivered.
Complaint: [redacted]
I am rejecting this response because: after I filed my complaint with the Revdex.com, I spoke to bobs furniture again and they told me they couldn't do anything about my problem except wait for the part. Why would I take the chance of putting in an older part and it not working? That will compound my problems. Obviously there is a problem with this model because you ran out of control panels. Also, this is not the first time this has happened. This recliner has been exchanged before for the same problems, so there is an obvious problem with this particular recliner. I do not want an old replacement part, I want a new control panel or a new chair. Just like you can find an old control panel, you can just as easily find a new one or take it off a new chair. That's customer service, not offering me a used part that might not work. Or you could have just replaced the chair & fixed this one at your warehouse, there is no difference.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.
Revdex.com:
I have sent the following information requested to Bobs. Unfortunately, their 3rd party company whom they outsource the warranty from is one of the worst companies I have dealt with. Please see below for reviews regarding "Guardian Protection Plans"
[redacted]
The following are complaints about Bobs and their products:
[redacted]
Unfortunately, I am going through the exact same thing I did with our table. Even if you call guardian and report it as an accident, they STILL deny the claim!
Either Bobs needs to step in and reel in Guardian or they need to affect a response without whining about it.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">I spoke with Mrs. [redacted] yesterday (11.18.2014) via phone. We
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mr. and Mrs. [redacted] have endured. Mrs. [redacted] has my direct
phone number and I have made agreements to follow up directly with her after
her upcoming delivery on 11.21.2014.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon [redacted],
I am just as disappointed as you are to learn that our
technician was not able to resolve your concern with service. I do hope that I
have conveyed the fact that we care and I am very surprised that I didn’t hear
from you by phone directly as it is clear you are still dissatisfied after the
service. I would much prefer to speak with you by phone so I can convey my
apologies and care to you in a more human manner.
I completely understand your aggravations and it was never
my intention to put you through any more frustrations. Having been in this
business for the better part of a decade, I have never witnessed or been apart
of a customer complaint regarding a foundation that has taken this much time
away from our valuable customer.
Please know that a special inspection of merchandise does
not indicate that we will remove the fabric of an item and look at its
“insides”. Bobs Discount Furniture certainly takes responsibility for the
product concerns you are experiencing however Bobs Discount Furniture does not
build these foundations. As the retailer we have inspected that the foundation,
prior to it leaving our distribution center, seeing that it is in showroom
condition. We have verified during this inspection that it is in good condition
but we would never rip apart a product (tearing back the foundations cover) to
inspect its insides prior to sending it out. There is a certain trust that must
be obtained through a business and its manufacturers that the product is being
built soundly each time off the assembly line. We would not rip apart material
from your item prior to sending it out as we would not want to interfere with
the structural integrity we expect to be there to begin with. There are events
that can occur during transit related to poor handling of our customer’s
merchandise that can and do cause the other issues you have pointed out in your
response.
Bobs wants to honor our original promise to you by providing
you with the merchandise you purchased from us in good condition. Regretfully
we would be unable to provide you with the merchandise, a refund on that
merchandise, and honor the manufacturing warranty associated with that
merchandise. We can certainly discuss monetary compensation in the form of
refunding your original delivery fee and additional compensation as a further
apology after you are completely satisfied with this merchandise. I completely
understand if you have no confidence in our ability to bring you a sound
foundation so while it is beyond our normal policies to do so I can also offer
to remove the bedding set you have purchased from us (mattress &
foundation) for a refund if you’d like to purchase a set of bedding you can
have more confidence in. As much as I’d like to regain your trust in our
foundations and prove to you that we are a business based on integrity the
level of aggravation you are communicating gives me the impression that I may
not be able to accomplish such a goal.
Please let me know how you would like to precede [redacted] and
I apologize again that we have continued to disappoint you.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Roman">
Good Morning Revdex.com-
We are very sorry that this
customer is unhappy with the purchase that was made. This merchandise was purchased from our
Outlet area in the store and was sold “as is, no warranty”. This merchandise is clearly marked in the
store and kept in a separate area to avoid any confusion.
The sales
order the customer signed is noted in two separate areas with this policy,
please see attached. In the notes the
sales person added it is marked under Special Instructions “ No Service,
Warranties or Returns” and in the last page of the sales order, reviewed and
signed at time of purchase, in the area marked as SERVICE POLICY
Merchandise
purchased from our “Outlet” or Clearance Centers that is not brand new/factory
fresh is excluded from these factory defect guarantees.
We did offer a Best Effort service
to this customer out of extreme concern for the safety of the household. The tech found that the springs could not be
repaired. If this customer would like to
purchase a new spring kit and an installation service we can certainly offer
that option. This set was sold to this
customer at more then 50% off regular retail.
It was sold as is, no warranty.
It was sold with the understanding that it is not brand new factory
fresh merchandise.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Our offices are in receipt of this claim as of Monday,
3.23.2015 and we are responding on the same day as receipt.
As of Friday, 3.20.2015 this claim has been directly settled
with the customer via continuous email conversations she and I held.
The customer accepted our offers for resolution which have
all been processed and explained in great detail to the customer as of last week.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly home. Bed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own home. They travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theaters. Recent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of people. The second you put your bag down, they can jump into it and you would never know it until after you’ve gone home."
what bobs failed to understand is that I purchased two mattress for two different room. like I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protector. why would you remove the plastic protector outside and then bring it into the house. 1st, the bed bugs was under your mattress protector. 2nd, the other mattress that was brought into my house for the other room had a plastic protector on it. 3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector. 4th, the only travel I have in 20 years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base.
how do your company Bobs don't take responsibility for the bed bugs that came from your warehouse. your company have a bed bugs complaint department and your company got sued for delivering a furniture contain bedbugs into someones home.
all I want your company to replaced the mattress and refund the cost of the fumigation, total cost is $3000.
Sincerely,
[redacted]
This issue is clear, once funding has been secured customer service goes out the door. The agreed upon delivery time of 11:45 - 1:15 pm was changed without customer notification. when discussing the discrepancy, customer service representative provides a new additional 3 hour window and insist the time is correct when I am viewing the time frame provided by the vendor's website which is clearly mismatched.
My time was not compensated, nor was it considered. Had I been initially informed the delivery window was from 9-5, I would have nothing to say. But to be insulted by being on hold for over 8 minute waiting for a manager, then further insulted by the forced a new time frame...is a bit dis-hardening for a repeat customer. I will reconsider my other furniture needs else where. My first experience with Bob's was great, this not so much!!!
Good Afternoon Revdex.com-
We are very sorry for the delay and...
miscommunications this
customer has experienced. I can see that
this customer has had to call in several times and has been given different
information.
I have created the
refund for the part order. Please reach
out with the original card used ([redacted]) as we can only see the last 4
digits for security purposes. The refund
number is [redacted]
I have been in contact with our parts department manager.
They have in turn contacted the manufacturer.
The manufacturer no longer makes this bed and has no legs to send
us. The manufacturer advised that they
do not have any similar legs, where the holes would line up correctly. We are sorry, but per the manufacturer, we
have no recourse to offer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the customer’s...
frustration. We do show that team was at the home from
330pm to 338pm which was within the customer’s given timeframe. The team took a photo of the home time
stamped at 338pm. The team can absolutely
ask a customer if they can come early, but they have to honor the given
timeframe.
Often customers want an immediate answer to a delivery
situation and we are not able to provide that.
We have to work with the depots that the teams work out of. They make the decision on whether a team can
go back or not. If a customer misses
their delivery time we can not send the team back if it will negatively affect
the other customers on that route. The
depot must look at many factors before giving us their answer- traffic, route
and team running late all must be taken into account.
In this customer’s case we were able to send the team back
to complete the delivery. We are showing
the delivery was completed that night and the customer has not called in to
advise us of any issues.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...
Complaint: [redacted]
r to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am". Much to my surprise, I stated I was the 6:30-9:30 window and she said "well I don't know who would've told you that. I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN. This was again very frustrating as I had an appointment to renew my U.S. Passport at 11am that I could not delay. One hand does not talk to the other at your company. Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize. That was the 1st noble thing anyone from you company did. Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again. I REAL gesture would be a $100 credit on the matress as well as the $99 delivery fee. THAT would encourage me to shop there again rather than being forced to. I would gladly return the $200 gift card and close this complaint if you would accomodate. That would accually reduce your "compensation" to me from $299 to $199.
I am rejecting this response because:
2 reasons.
I would like to make you aware that things became even worse after I sent this complaint. Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers. I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled. It wasn't until 6:30pm on 2/14 (36 hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/15 (48 hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated service. I was also told I was stop #1. I woke up at 6am on Saturday (my only day off) to wait for the delivery. By 7:20am I called Customer Care to ask for my c
Sincerely,
[redacted] Keeley
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof plan. I apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage,...
resulting from a single incident, when properly reported. Seam separations are covered under the one year manufacturer warranty through Bob's. When we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos). Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August 2014. Your claim was denied as none of the reported damage is covered under the plan. Damage resulting from the teeth, beak or claws of an animal is not covered. Prior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November 2014 and March 2015 with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected area. At your request, I will cancel and refund the plan in its entirety. You should expect to receive a refund check within 10-14 business days.Bob's Discount Furniture truly appreciates your business.Thank you,[redacted]
Good Morning Revdex.com,...
Please
pass on our apologies for any confusion experienced during the requested
service interactions for this concern. The customer’s invoice depicts a
purchase date of 3.02.2013 (not 2014) and the first appointment that was
created for 11.19.2015 (two men) was created in error by the associated
customer care agent. The agent set up paperwork to send out a delivery team to
this customer’s residence instead of a service professional. Our records
indicate that the delivery team arrived as they were told to do but realized
shortly after arrival that they were set up for this stop in error as there was
clearly no assembly needed. Upon calling this into our offices the appropriate
paperwork for a factory trained service professional was created and scheduled
for 11.25.2015.
Please see
the attached picture in reference to the technician’s visit from 11.25.2015.
We
apologize again for our error in scheduling and have begun addressing this
agent’s failure directly with this agent internally. We are unable to respond
to damages that are not the result of a manufacturing failure. The picture
depicts a damaged area on the inside back of this item and we stand behind the
integrity of our technician’s report that this is not the result of a
manufacturing concern.
Should the
customer wish to use the protection plan they purchased for accidents they can
most certainly contact the [redacted] company who manages this coverage on their
own. Please be advised that [redacted] requires an accidental incident (happening
within the last 30 days) causing said damage be reported for coverage to be
applicable and they can be reached at ###-###-####.
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an option. We apologize that we are unable to
respond to damages that have occurred beyond the warranty specifications and
beyond the control of our business.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. Melissa has set the customer up for an
exchange to rectify the concerns. If the
customer wishes to reselect on the set we can authorize that as well, the customer
would need to go through the ACCEPTANCENOW desk at the store, as they have a
contract through them, not through Bob’s.
As this customer has a contract through a third party we would not be
able to authorize a refund.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a 3 piece sectional about 3 years ago. I also purchased a 5 year warranty. I recently went to a Bob store to look for another piece of furniture. I told them about an issue I was having with the couch I had purchased - basically the cushion is not offering any support and on two of the pieces you fall all the way back into the couch. .I was told I was covered by the warranty and should call to have it evaluated. Also - the device that you use to recline the seat is popped all the way out of the seat. Today - a representative came to my home. He had zero customer service skills.No hello my name is... nothing. Came in - sat down, fell back into the couch. Saw the reclining buttons protruding. Took pictures - asked to use my phone - called Bobs - handed me the phone and RAN out of my house. The man on the phone informed me it is normal wear of the couch and it is not under warranty. Bob's furniture is awful - never purchase from them unless you are looking for disposable furniture. AND NEVER BUY THEIR WARRANTY. When they sold it to me and when I returned to the store recently I was assured they stand by the quality of their product. That everything is covered - even if a child colors on it or tears it. I have a tear on the back of the couch. I do not know how it got there. They do not cover this either - even though I was sold the warranty based on repeated assurances that EVERYTHING is covered. Everything is not covered!! They are standing by inferior quality which they are happy for you to fall back in after 2-3 years of use. Absolute garbage - waste of my hard earned money. Disappointed and will not make that mistake again. Buyers BEWARE!
DC
Complaint: [redacted]
Complaint ID [redacted] which was submitted and is in the "assumed resolved" status has not been resolved. A Corporate Liaison for Bob's had been in touch with me and even confirmed a scheduled delivery for today, June 14. I received multiple voicemails from this business yesterday confirming the desk would be delivered, it was on the truck, times to expect delivery, etc. Today I received a voicemail suggesting the desk is damaged and would not be delivered. As a reminder, this is an item that was purchased well over 2 months ago and has not been delivered. It it needed to fulfill a work from home obligation, which began on 6/9. I still have no office space to work with and Bob's has done absolutely nothing to make this right.
Upon delivery, I want a full refund for the great inconvenience this company has caused and for the work I have lost as a result.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.
Sincerely,
[redacted]
Good Morning Revdex.com-
size="3">
I am sorry for the treatment this customer has received in trying
to get the sleeper damage rectified.
There are some serious training opportunities in this account, and those
will be addressed internally. I believe
that we should absolutely exchange this sleeper for the customer. I reviewed the tech report and the photos he
submitted. I can see how he might have believed
this to be caused by an accident in the home, but the agent should have
explained to the customer how to submit a claim to [redacted]. [redacted] insurance covers only accidental
damage. An accident is defined by them
as having a “who, what, when” all claims must be submitted within 30 days of
damage. Please see attached the
customer’s warranty card. Because the
customer did not know when this occurred or how, it was denied.
Due to the miscommunication this customer has experienced we will
replace the sleeper sofa. This is a
courtesy as this is piece does not have any manufacturing defects. We would not be able to extend an offer of
refund. We do not offer refunds on
pieces delivered into the home. Please see
page 2 of this customer’s sales order.
The
exchange is already set up in the system, the customer can call into customer
care to schedule ###-###-#### Mon-Sat 7am to 8pm.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Good Afternoon Revdex.com-
size="3">
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 March 2015 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.
The other side of this warranty is through a third party
company, [redacted] [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
damage was not called in as a single accident or incident, with the details of
how it occurred, so the claim was denied.
I see that this customer had reported delivery damage to us
after delivery, a dent in the headboard.
We had scheduled a service tech to come out and review the damage, the
customer canceled this and never rescheduled.
This report entitles the customer to a replacement headboard. The warranty the customer paid for does allow
for a one time replacement of pieces that can not be repaired. This does fulfill the contract. We have created the return for the
headboard. If this customer would reach
out to the store ###-###-#### hit 1, and advise them they have a credit in
the system the store can create the paperwork for the new headboard. The
customer can then decide if they would like to pay for the GOOF PROOF
protection plan on the headboard. This
would be a cost of $39.99. I have noted
in the return that we will not charge a new delivery fee. The return number to reference is [redacted] This credit is for reselection on the
headboard only. This credit is active
now, and will be active until 9/11/16.
The old headboard will be removed when the new one is delivered.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: after I filed my complaint with the Revdex.com, I spoke to bobs furniture again and they told me they couldn't do anything about my problem except wait for the part. Why would I take the chance of putting in an older part and it not working? That will compound my problems. Obviously there is a problem with this model because you ran out of control panels. Also, this is not the first time this has happened. This recliner has been exchanged before for the same problems, so there is an obvious problem with this particular recliner. I do not want an old replacement part, I want a new control panel or a new chair. Just like you can find an old control panel, you can just as easily find a new one or take it off a new chair. That's customer service, not offering me a used part that might not work. Or you could have just replaced the chair & fixed this one at your warehouse, there is no difference.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.
Revdex.com:
I have sent the following information requested to Bobs. Unfortunately, their 3rd party company whom they outsource the warranty from is one of the worst companies I have dealt with. Please see below for reviews regarding "Guardian Protection Plans"
[redacted]
The following are complaints about Bobs and their products:
[redacted]
Unfortunately, I am going through the exact same thing I did with our table. Even if you call guardian and report it as an accident, they STILL deny the claim!
Either Bobs needs to step in and reel in Guardian or they need to affect a response without whining about it.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">I spoke with Mrs. [redacted] yesterday (11.18.2014) via phone. We
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mr. and Mrs. [redacted] have endured. Mrs. [redacted] has my direct
phone number and I have made agreements to follow up directly with her after
her upcoming delivery on 11.21.2014.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]