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]
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.
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
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 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].
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]
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
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 [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
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
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]
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.
Good Morning [redacted],
face="Times New Roman" size="3">
We are truly sorry that the
merchandise you set out to order became unavailable to you. I completely understand
your frustration and disappointment and assure you that Bobs Discount Furniture
does not routinely set out to make agreements with our customers that we
believe will fail.
Bobs
Discount Furniture does not offer “Layaway”; we provide a program called ‘Price
Protection’ which is what your order was written under. The price protection
program is designed to be used for customers who do not have the money to pay
for an order immediately or do not want delivery within four weeks. It is
similar to a layaway; however, the furniture is not reserved for the customer
during the time of the price protection. The price of the furniture will be
locked for the customer for up to one full year. If the price increases the
customer is protected and the price of their order will remain the same. The
customer can not receive delivery until the merchandise is paid in full. I have
included a copy of the ‘Price Protection Agreement Form’ that you signed on the
day of purchase and this form clearly indicates that the merchandise will not
be held specifically for you like a “Layaway” would. In no way does this policy
or document depict that we are offering the service of “Layaway”. I can also
understand your aggravation with waiting on a check reimbursement from the
payments you made on the sales order. This policy and procedure for refunding
cash or check payments was provided to you via your original sales invoice that
you received at the initial time of sale.
Again
we are very sorry if there was any confusion presented during you time of sale
on our end and we will address the retail location you specifically worked with
as to why you were not made aware of the change in Inventory Status when the
merchandise became unavailable to us. I do believe this change was very recent
and as unexpected to us as it was to you. There are many things that could have
occurred to make this change like the vendor going out of business or the set
being dropped from the manufacturer’s production line. As the retailer, it was
never out intention to disappoint you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is exactly what I expected. I expected Bob's to do exactly nothing in compensating me for having $510 tied up for over 2 months. I had to give my credit card number again and got another receipt for the new transaction for the refund. I would like to know what happened to the original transaction on March 9th and why it took them 2 months to figure it out. It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account. I had 2 credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less. I understand there could be accounting complications but I was continuously told a different story every time. I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it. Then customer care says there is an accounting error and they fixed it. Then they can't fix it and need my credit card again. Flat out disgusting that a business has that sort of ethics and lack of concern for their customers. $50 is a joke and isn't even enough to purchase something in their store.
I do thank the Revdex.com for assisting me, I'm not sure if it was the Revdex.com, me calling so frequently, or [redacted] Financial attempting to work with Bob's to resolve their issues. But at least it's resolved now. [redacted] will be getting all future business from me since this is now the 2nd time it's taken 2 months to get money back. I just ask the Revdex.com to forward this along to Bobs to make sure they understand how disappointed I am by their customer service.
Thank you Revdex.com, not Bobs.
Sincerely,
[redacted]
size="3">
As of 8.26.2015 our Customer Care Offices scheduled a service
appointment for 09/01/2015 to rectify the following concerns:
These are
notes from the service order entered:
“Right Arm Facing -RECLINER
IS LEANING, CUSTOMER BELIEVES FRAME IS BROKEN AND THIS WAS CAUSED BY DELIVERY,
TV CONSOLE IS LOOSE AND WIGGLES AND CUSTOMER SAYS THE DELIVERY TEAM MAY HAVE
DONE THIS”
As the customer has chosen not to disclose the actual occurrence
of damage she alleges her daughter admitted to causing I am not sure if this
service order covers the customer’s needs in full.
At this time we are scheduled to resolve the concerns
listed above under the protection plan our customer purchased, the five year
original term is not affected by this service, and should the customer need
further assistance with another claim we ask that they respond disclosing what
that concern actually is.
Thank You,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on my thank you to our customer for providing the account phone number. I was able to locate the original sales order using this information and verify the living room set in question.
We again apologize to our customer for the disappointment they are experiencing with the set. Can you please request that the customer provide photos thru the Revdex.com channel they have opened up for this concern?
After reviewing a minimum of four (4) photos with our Service Manager we can respond to our customer with what, if any, options we will have for further resolution.
Please send at least:
(1) Photo of the Sofa from a distance
(1) Photo of the Sofa at a close range –showcasing the ‘peeling’ concern
(1) Photo of the Loveseat from a distance
(1) Photo of the Loveseat at a close range –showcasing the ‘peeling’ concern
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]
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]
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 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
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
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 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].
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]
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
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 [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
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
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]
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
Good Morning [redacted],
face="Times New Roman" size="3">
We are truly sorry that the
merchandise you set out to order became unavailable to you. I completely understand
your frustration and disappointment and assure you that Bobs Discount Furniture
does not routinely set out to make agreements with our customers that we
believe will fail.
Bobs
Discount Furniture does not offer “Layaway”; we provide a program called ‘Price
Protection’ which is what your order was written under. The price protection
program is designed to be used for customers who do not have the money to pay
for an order immediately or do not want delivery within four weeks. It is
similar to a layaway; however, the furniture is not reserved for the customer
during the time of the price protection. The price of the furniture will be
locked for the customer for up to one full year. If the price increases the
customer is protected and the price of their order will remain the same. The
customer can not receive delivery until the merchandise is paid in full. I have
included a copy of the ‘Price Protection Agreement Form’ that you signed on the
day of purchase and this form clearly indicates that the merchandise will not
be held specifically for you like a “Layaway” would. In no way does this policy
or document depict that we are offering the service of “Layaway”. I can also
understand your aggravation with waiting on a check reimbursement from the
payments you made on the sales order. This policy and procedure for refunding
cash or check payments was provided to you via your original sales invoice that
you received at the initial time of sale.
Again
we are very sorry if there was any confusion presented during you time of sale
on our end and we will address the retail location you specifically worked with
as to why you were not made aware of the change in Inventory Status when the
merchandise became unavailable to us. I do believe this change was very recent
and as unexpected to us as it was to you. There are many things that could have
occurred to make this change like the vendor going out of business or the set
being dropped from the manufacturer’s production line. As the retailer, it was
never out intention to disappoint you.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is exactly what I expected. I expected Bob's to do exactly nothing in compensating me for having $510 tied up for over 2 months. I had to give my credit card number again and got another receipt for the new transaction for the refund. I would like to know what happened to the original transaction on March 9th and why it took them 2 months to figure it out. It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account. I had 2 credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less. I understand there could be accounting complications but I was continuously told a different story every time. I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it. Then customer care says there is an accounting error and they fixed it. Then they can't fix it and need my credit card again. Flat out disgusting that a business has that sort of ethics and lack of concern for their customers. $50 is a joke and isn't even enough to purchase something in their store.
I do thank the Revdex.com for assisting me, I'm not sure if it was the Revdex.com, me calling so frequently, or [redacted] Financial attempting to work with Bob's to resolve their issues. But at least it's resolved now. [redacted] will be getting all future business from me since this is now the 2nd time it's taken 2 months to get money back. I just ask the Revdex.com to forward this along to Bobs to make sure they understand how disappointed I am by their customer service.
Thank you Revdex.com, not Bobs.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
As of 8.26.2015 our Customer Care Offices scheduled a service
appointment for 09/01/2015 to rectify the following concerns:
These are
notes from the service order entered:
“Right Arm Facing -RECLINER
IS LEANING, CUSTOMER BELIEVES FRAME IS BROKEN AND THIS WAS CAUSED BY DELIVERY,
TV CONSOLE IS LOOSE AND WIGGLES AND CUSTOMER SAYS THE DELIVERY TEAM MAY HAVE
DONE THIS”
As the customer has chosen not to disclose the actual occurrence
of damage she alleges her daughter admitted to causing I am not sure if this
service order covers the customer’s needs in full.
At this time we are scheduled to resolve the concerns
listed above under the protection plan our customer purchased, the five year
original term is not affected by this service, and should the customer need
further assistance with another claim we ask that they respond disclosing what
that concern actually is.
Thank You,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on my thank you to our customer for providing the account phone number. I was able to locate the original sales order using this information and verify the living room set in question.
We again apologize to our customer for the disappointment they are experiencing with the set. Can you please request that the customer provide photos thru the Revdex.com channel they have opened up for this concern?
After reviewing a minimum of four (4) photos with our Service Manager we can respond to our customer with what, if any, options we will have for further resolution.
Please send at least:
(1) Photo of the Sofa from a distance
(1) Photo of the Sofa at a close range –showcasing the ‘peeling’ concern
(1) Photo of the Loveseat from a distance
(1) Photo of the Loveseat at a close range –showcasing the ‘peeling’ concern
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
[redacted]
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]
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]