Complaint: [redacted]
I am rejecting this response because:
After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples. I removed the particle boards that were broken and replaced them with real wood. The process took me no longer than an hour. If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it. Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke. Lastly, how is broken particle board held together with staples not a mfg. defect?
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on my apologies again to this customer for the
lack of follow up and customer care applied to her account. I am also very
sorry I had to ask for more information in order to assist. Our intention was
never to cause our customer any stress during the purchase of her new
merchandise. Our records indicate that this customer took successful delivery
of the following items:
-Dining room set ($599.00)
- Sectional ($999.00)
-Rustic Wine Rack ($399.00)
The pricing of the items listed above is equal to $1997.00.
The delivery fee that is associated with this price point and amount of merchandise
is $199.99. This customer’s original sales invoice depicts that she was charged
$229.99 for a delivery fee, as the bed was never delivered I do agree that the
customer is owed the difference between the two delivery fee pricing points
which is $30.00.
As a form of further apology for the stress we caused this
customer Bobs Discount Furniture will provide a refund of an additional $50.00
to this customer’s original method of payment. The total and final offer for
compensation that we can make is $80.00.
Please know that refunding monies to a customer as a form of
apology is our extreme effort to apply courtesy and care for our failures
because this offer is above and beyond our normal operating procedures. If our
customer is accepting of this offer please ask her to close this claim as
satisfactory; I will process the paperwork on the same day and ask that our
Bobs retail location reach out to her to verify the full credit card number
used on her original sale in order to completely process the payment.
Thank you,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
[redacted]
We are sincerely sorry that the sleeper ottoman was delivered
damaged twice. The notes from the agent
reflect that you were looking to reselect to something different. If that does not reflect your wishes we are
very sorry. We show that we have already removed the
ottoman from the home so we will grant your request for refund. We can refund
the cost of the ottoman and the Goof Proof protection plan and the taxes, we
are unable to refund the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]. Once the credit card number is entered into
the transactions the refund(s) should process back to you within 5-7 business
days. If you no longer have this card in
your possession please visit the closet store to you with the new credit card
and photo ID for security purposes.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July 2013 and at that time the customer purchased the option of [redacted]
Plus.
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] 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.
We scheduled our service technician to the home
7.14.2016. That technician did not find
the damage to be manufacturing in nature.
Stating that the damage is not manufacturing in nature does not mean it
is being blamed on the customer.
Accidents happen, that is why customer’s purchase [redacted]. If this customer is aware of how the damage occurred
and when they can certainly utilize the [redacted] accidental damage protection
plan. I have attached a copy of the
handout the customer was given at time of purchase, for their review.
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,506.56 this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, 2015 needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for delivery.
So not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set up. As a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my son.
Don't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call?
I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Good Morning Revdex.com,
There were no reports made of concern to Bobs Discount
Furniture within the factory guarantee period. The evidence shows an overwhelming
amount of accumulated damages present to this merchandise. The amount of damage
that exists combined with the fact that it continued to occur while being
unreported validates one reason for coverage denial. The protection plan that was purchased, as it
is named Goof Proof, is designed to cover incidents of damage that occur from
accidents. Bobs Discount Furniture is proud to offer our customers the best
quality merchandise at the best price point possible and we do apologize that
this furniture has not met [redacted]’s view of value.
As a consumer I know that a time of purchase is an exciting
time and it is easy for information to be misinterpreted or even explained to
me in general terms. I am confident that our sales professionals would never
offer an item to any customer that isn’t worth its price point in value.
As a courtesy, Bobs Discount Furniture has processed the
necessary paperwork to refund the protection plan associated with this
merchandise. The original method of payment on this account was cash so the
customer can expect to receive a check from us within the next 7-14 business
days. The refund has been processed in the amount of $108.11 and the check will
be sent to: [redacted] / [redacted] as
this is the listed account holder/shipping address we have. If the address
needs to be updated the account holder will be expected to visit a Bobs store
with a government issued ID card to make this change. If [redacted] should want
proof of this refund being processed she may visit her store location and ask
for this order number to be printed for her records – Order number: [redacted]
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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.
face="Times New Roman">
We are truly very sorry for the failures that caused
our customer to have to wait any longer than anticipated for such an important
delivery. The customer’s account shows that one of our Customer Care
Supervisors (Jennifer) proceeded to work directly with the customer on
12.19.2015 and the customer received their merchandise on this date. Our
records also show that the customer accepted a compensation offer from us that
has been fully processed.
At this time we consider this concern closed as
resolved and assure our customer that it was never our intention to let them
down.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are very sorry that this bed did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact our Southington store at ###-###-####.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
This is set up as an exchange, if the
customer would like to reselect we can offer that as well. This one time
replacement does fulfill the [redacted] contract, if the customer wishes the
new bed to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is 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]
Complaint: [redacted]
I am rejecting this response because: The company is not taking responsibility for defective furniture. The technician that was recently at my house did not take any photos of the furniture. The photos that the company is referring to are from the very first time the technician came out to my house. The duct tape was put on the couch because as I have stated before there is something wrong with the springs on the couch....The springs are sinking in when you sit on the couch and one spring popped a tiny whole in the material that sits on top of it and I placed a piece of tape over it so it did not damage the cushions above it.......Again there is something wrong with the workmanship of the furniture, we did not damage our furniture it is the fault of the company and their poor workmanship on building furniture!....I think it is disgusting that a company lacks the wherewithal to put it's customers first and just takes their money and delivers faulty furniture......It apparently is a common practice with this company as Bob's Discount Furniture is no stranger to a tremendous amount of customer dis-satisfaction!!!! and it is further disgusting that they have their sales people swearing up and down and guranteeing that Bob's would fix anything....I asked specific questions to the sales rep. and she guranteed anything will get fixed...Furthermore I am requesting a full rembursement as I am no longer interested in having anymore dealings with this company.
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
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
Complaint: [redacted]
I am rejecting this response because:
I do not want a gift card to come shop at a store where I have been treated with so much disrespect and unprofessionalism. At this point I do not want to go back into the store. I had to argue with an employee for a half hour to even be able to talk to manager. My furniture was delivered to my houses with scratches all over it and all you want to do is give me a gift card after all the money I spent and aggravation I had to go through. I was told over the phone the reason I couldn't be refunded delivery was because delivery and goof proof was all one fee that was yet another lie that I was told because my bill says something different. This was the worst experience I have ever had dealing with a store. I work in customer service and when you have a problem with a customer as a employee you cannot tell a customer that they are not right. You need to get a manager to solve the problem. I'm not satisfied at all.
Sincerely,
[redacted]
Good Morning [redacted],
Roman" size="3">
My name is Tracy S[redacted] and I work for Bobs Discount Furniture as
a Corporate Customer Care Liaison. I can honestly state that this is one of the
hardest letters I have had to write, I feel terrible and extremely embarrassed
after reading about your experience with us. I don't blame you for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I
assure you that we would not be continuing to grow if all our customers were
met with so much disappointment during such an important purchase.
Your
comments regarding the service you received by our delivery, customer care, and
at our store are very important to us. We want customers to love shopping with
Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to speak to you in an
impatient way during any of your delivery, sales, or customer care
interactions. I know it is upsetting when someone who should be serving you is
disrespectful and we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us.
As a token
of our apology we would like to offer you a refund to your [redacted]
account. I understand that this does not
change the facts and everything you have gone through. I would like to offer to refund you $150
after delivery is completed 4.7.16.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention.
We apologize that our customer’s
property was damaged at all during the delivery process.
Following our normal successful
procedures for claims of this nature, we sent the customer’s claim directly to
the trucking company accused of the damages for response/resolution.
I have reached out to this third
party provider today and received the following response in reference to status
of this claim:
“Per: [redacted] [redacted]”:
“The claim is in the process of
closing out. The customer should be getting a check in the mail for the
damages. He has not submitted any estimate or photos although we had asked. He
has only advised he will take $100 to settle, which we agreed to”.
At this time we stand behind the
information our partner has indicated and believe the claim is being addressed
with out customer as it should be.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I recently purchased a split box spring set and was told the delivery would be this Thursday. I received a voicemail from the store to call back to confirm the delivery address. 9 minutes later I proceed to call back and confirm the correct delivery address. On the scheduled delivery date, no one showed up. When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week. Seriously? I have a phone log of the time I called back. Careless mistakes show the lack of care for customers...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
3/10/2015
Complaint
Sofa was delivered damaged. Refund in store was processed incorrectly (we paid some cash, some credit). We were not notified the refund didn't go through, we only caught it by looking at our credit card statement. Repeated attempts by phone to have our corporate issued cash refund check, as well as...
our credit card credit issued have failed. Nobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verified. Very frustrated.
Desired Resolution
Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them?
Good Afternoon Estelle and Revdex.com,
white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of the end of May.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of 60 days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary. We do always offer parts first, but that is
not the only option available to us.
If you still wait for the part order, we can
offer to compensate you for the length of time you are waiting to have the set
corrected.
I understand if you are unwilling to wait,
we will offer to exchange the chaise. As
this is outside of our normal policy please reply to the Revdex.com mediation site
which option would best suite you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples. I removed the particle boards that were broken and replaced them with real wood. The process took me no longer than an hour. If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it. Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke. Lastly, how is broken particle board held together with staples not a mfg. defect?
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on my apologies again to this customer for the
lack of follow up and customer care applied to her account. I am also very
sorry I had to ask for more information in order to assist. Our intention was
never to cause our customer any stress during the purchase of her new
merchandise. Our records indicate that this customer took successful delivery
of the following items:
-Dining room set ($599.00)
- Sectional ($999.00)
-Rustic Wine Rack ($399.00)
The pricing of the items listed above is equal to $1997.00.
The delivery fee that is associated with this price point and amount of merchandise
is $199.99. This customer’s original sales invoice depicts that she was charged
$229.99 for a delivery fee, as the bed was never delivered I do agree that the
customer is owed the difference between the two delivery fee pricing points
which is $30.00.
As a form of further apology for the stress we caused this
customer Bobs Discount Furniture will provide a refund of an additional $50.00
to this customer’s original method of payment. The total and final offer for
compensation that we can make is $80.00.
Please know that refunding monies to a customer as a form of
apology is our extreme effort to apply courtesy and care for our failures
because this offer is above and beyond our normal operating procedures. If our
customer is accepting of this offer please ask her to close this claim as
satisfactory; I will process the paperwork on the same day and ask that our
Bobs retail location reach out to her to verify the full credit card number
used on her original sale in order to completely process the payment.
Thank you,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning...
[redacted]
We are sincerely sorry that the sleeper ottoman was delivered
damaged twice. The notes from the agent
reflect that you were looking to reselect to something different. If that does not reflect your wishes we are
very sorry. We show that we have already removed the
ottoman from the home so we will grant your request for refund. We can refund
the cost of the ottoman and the Goof Proof protection plan and the taxes, we
are unable to refund the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]. Once the credit card number is entered into
the transactions the refund(s) should process back to you within 5-7 business
days. If you no longer have this card in
your possession please visit the closet store to you with the new credit card
and photo ID for security purposes.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July 2013 and at that time the customer purchased the option of [redacted]
Plus.
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] 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.
We scheduled our service technician to the home
7.14.2016. That technician did not find
the damage to be manufacturing in nature.
Stating that the damage is not manufacturing in nature does not mean it
is being blamed on the customer.
Accidents happen, that is why customer’s purchase [redacted]. If this customer is aware of how the damage occurred
and when they can certainly utilize the [redacted] accidental damage protection
plan. I have attached a copy of the
handout the customer was given at time of purchase, for their review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,506.56 this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, 2015 needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for delivery.
So not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set up. As a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my son.
Don't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call?
I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Good Morning Revdex.com,
There were no reports made of concern to Bobs Discount
Furniture within the factory guarantee period. The evidence shows an overwhelming
amount of accumulated damages present to this merchandise. The amount of damage
that exists combined with the fact that it continued to occur while being
unreported validates one reason for coverage denial. The protection plan that was purchased, as it
is named Goof Proof, is designed to cover incidents of damage that occur from
accidents. Bobs Discount Furniture is proud to offer our customers the best
quality merchandise at the best price point possible and we do apologize that
this furniture has not met [redacted]’s view of value.
As a consumer I know that a time of purchase is an exciting
time and it is easy for information to be misinterpreted or even explained to
me in general terms. I am confident that our sales professionals would never
offer an item to any customer that isn’t worth its price point in value.
As a courtesy, Bobs Discount Furniture has processed the
necessary paperwork to refund the protection plan associated with this
merchandise. The original method of payment on this account was cash so the
customer can expect to receive a check from us within the next 7-14 business
days. The refund has been processed in the amount of $108.11 and the check will
be sent to: [redacted] / [redacted] as
this is the listed account holder/shipping address we have. If the address
needs to be updated the account holder will be expected to visit a Bobs store
with a government issued ID card to make this change. If [redacted] should want
proof of this refund being processed she may visit her store location and ask
for this order number to be printed for her records – Order number: [redacted]
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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]
Good Afternoon Revdex.com,
face="Times New Roman">
We are truly very sorry for the failures that caused
our customer to have to wait any longer than anticipated for such an important
delivery. The customer’s account shows that one of our Customer Care
Supervisors (Jennifer) proceeded to work directly with the customer on
12.19.2015 and the customer received their merchandise on this date. Our
records also show that the customer accepted a compensation offer from us that
has been fully processed.
At this time we consider this concern closed as
resolved and assure our customer that it was never our intention to let them
down.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this bed did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact our Southington store at ###-###-####.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
This is set up as an exchange, if the
customer would like to reselect we can offer that as well. This one time
replacement does fulfill the [redacted] contract, if the customer wishes the
new bed to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is 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]
Complaint: [redacted]
I am rejecting this response because: The company is not taking responsibility for defective furniture. The technician that was recently at my house did not take any photos of the furniture. The photos that the company is referring to are from the very first time the technician came out to my house. The duct tape was put on the couch because as I have stated before there is something wrong with the springs on the couch....The springs are sinking in when you sit on the couch and one spring popped a tiny whole in the material that sits on top of it and I placed a piece of tape over it so it did not damage the cushions above it.......Again there is something wrong with the workmanship of the furniture, we did not damage our furniture it is the fault of the company and their poor workmanship on building furniture!....I think it is disgusting that a company lacks the wherewithal to put it's customers first and just takes their money and delivers faulty furniture......It apparently is a common practice with this company as Bob's Discount Furniture is no stranger to a tremendous amount of customer dis-satisfaction!!!! and it is further disgusting that they have their sales people swearing up and down and guranteeing that Bob's would fix anything....I asked specific questions to the sales rep. and she guranteed anything will get fixed...Furthermore I am requesting a full rembursement as I am no longer interested in having anymore dealings with this company.
Sincerely,
[redacted]
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]
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
Complaint: [redacted]
I am rejecting this response because:
I do not want a gift card to come shop at a store where I have been treated with so much disrespect and unprofessionalism. At this point I do not want to go back into the store. I had to argue with an employee for a half hour to even be able to talk to manager. My furniture was delivered to my houses with scratches all over it and all you want to do is give me a gift card after all the money I spent and aggravation I had to go through. I was told over the phone the reason I couldn't be refunded delivery was because delivery and goof proof was all one fee that was yet another lie that I was told because my bill says something different. This was the worst experience I have ever had dealing with a store. I work in customer service and when you have a problem with a customer as a employee you cannot tell a customer that they are not right. You need to get a manager to solve the problem. I'm not satisfied at all.
Sincerely,
[redacted]
Good Morning [redacted],
Roman" size="3">
My name is Tracy S[redacted] and I work for Bobs Discount Furniture as
a Corporate Customer Care Liaison. I can honestly state that this is one of the
hardest letters I have had to write, I feel terrible and extremely embarrassed
after reading about your experience with us. I don't blame you for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I
assure you that we would not be continuing to grow if all our customers were
met with so much disappointment during such an important purchase.
Your
comments regarding the service you received by our delivery, customer care, and
at our store are very important to us. We want customers to love shopping with
Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to speak to you in an
impatient way during any of your delivery, sales, or customer care
interactions. I know it is upsetting when someone who should be serving you is
disrespectful and we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us.
As a token
of our apology we would like to offer you a refund to your [redacted]
account. I understand that this does not
change the facts and everything you have gone through. I would like to offer to refund you $150
after delivery is completed 4.7.16.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,...
We apologize that our customer’s
property was damaged at all during the delivery process.
Following our normal successful
procedures for claims of this nature, we sent the customer’s claim directly to
the trucking company accused of the damages for response/resolution.
I have reached out to this third
party provider today and received the following response in reference to status
of this claim:
“Per: [redacted] [redacted]”:
“The claim is in the process of
closing out. The customer should be getting a check in the mail for the
damages. He has not submitted any estimate or photos although we had asked. He
has only advised he will take $100 to settle, which we agreed to”.
At this time we stand behind the
information our partner has indicated and believe the claim is being addressed
with out customer as it should be.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I recently purchased a split box spring set and was told the delivery would be this Thursday. I received a voicemail from the store to call back to confirm the delivery address. 9 minutes later I proceed to call back and confirm the correct delivery address. On the scheduled delivery date, no one showed up. When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week. Seriously? I have a phone log of the time I called back. Careless mistakes show the lack of care for customers...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
3/10/2015
Complaint
Sofa was delivered damaged. Refund in store was processed incorrectly (we paid some cash, some credit). We were not notified the refund didn't go through, we only caught it by looking at our credit card statement. Repeated attempts by phone to have our corporate issued cash refund check, as well as...
our credit card credit issued have failed. Nobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verified. Very frustrated.
Desired Resolution
Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement.
Consumer Business Dialog
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them?
Thank you very much.
Sincerely,
[redacted]
Good Afternoon Estelle and Revdex.com,
white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of the end of May.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of 60 days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary. We do always offer parts first, but that is
not the only option available to us.
If you still wait for the part order, we can
offer to compensate you for the length of time you are waiting to have the set
corrected.
I understand if you are unwilling to wait,
we will offer to exchange the chaise. As
this is outside of our normal policy please reply to the Revdex.com mediation site
which option would best suite you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison