Good Afternoon Revdex.com,
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted]).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and reason
for denial that was provided by the [redacted] company. The customer reported to [redacted] “Cust states her kids were
playing with something like a toy or fork not totally sure” The
attached photos clearly show this could not have occurred with a fork or child’s
toy.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan, that the plan is for accidental damage coverage, and the document further encourages the
consumer to read their full plan papers for the list of exclusions. As the
manager of the plan, Guardian is responsible for sending the consumer the plan
documents. Should the customer decide that they would like to review the
complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
I have attached the terms and
conditions (Guardian provides) for your review. Please see the below exert from
the Terms and Conditions page as it is clearly indicated that an accident must
be reported to initiate coverage details within the protection plan:
CRYPTON
BRAND COVERAGE:
•
……. The Plan covers materials and labor costs to service your furniture item in
the event your furniture item becomes accidentally damaged during normal
residential use ……
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further for the customer at this time.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage and the merchandise. This
merchandise has been in the customer’s possession for nearly five years and as
there is no remaining warranty coverage thru Bobs Discount Furniture remaining
we reserve the right to inspect the merchandise prior to disclosing what (if
any) type of courtesy offer we are able to make.
To move forward please advise the
customer that we require a minimum of four (3) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 3 Photos of the Bed (or
its pieces):
- 1 Picture that clearly shows the entire Bed or its pieces
(rails/footboard/headboard) if the bed is fully disassembled
-
1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I've attached a picture taken from the Bob's website that says they offer The Venus II sectional couch in 4 custom special order colors and that it is available in home in 21 days or LESS and one of the colors happens to be grey, as you can imagine we are beyond irate about this!!! When they offered us to pick out a new sectional, we went to the bob's store in [redacted], spoke with [redacted] "the manager" and he specifically told us that they didn't offer any sectionals in grey, that would be a custom color and that would take 16-23 weeks. How does this happen? Now all of a sudden they're offering a grey section to be delivered in 3 weeks this is beyond infuriating, what a slap in the face to loyal customers!!! We have had nothing but problems from the first moment we walked into that store, the staff and management have no clue whats going on apparently and as a result Bob's had lost out on our section order of $2,200 and 2 bedroom set purchases of over $5,000+
WE WILL NEVER SHOP AT BOB'S DISCOUNT FURNITURE AGAIN!!! I'm also going to tell EVERYONE I know how HORRIBLE our experience has been and to NEVER show there!!!
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return...
and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The last page of the sales invoice, which is signed by the
consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
sale. Please note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review). REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up. MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that
you are happy with your mattress purchase. In the unlikely event that your
mattress has a factory defect, we will replace it during the stated
manufacturer's warranty period. If you are unhappy with the comfort of your
mattress after having slept on it for thirty (30) days, please call our
Customer Care Center at ###-###-#### within sixty (60) days of your delivery
and one of our representatives will arrange for you to make a onetime
re-selection on your mattress only. Foundations
within the same manufacturer are not included in our Comfort Assurance Policy.
We will charge or credit you for any price difference between the original and
the re-selected mattresses. Credits will be issued based on the original method
of payment via the guidelines stated above. We will charge you our prevailing
re-delivery fee to cover the costs of delivery for the re-selected mattress and
pick-up of the original mattress. If you do not re-select another mattress, we
will refund the full purchase price less our prevailing delivery fee.
This customer does have until 7/28/16 to request a comfort reselection on
the mattress if they choose.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
Complaint: [redacted]
I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this plan. As per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regarding. The website does not have its policies, terms and conditions with Bobs on there site. This pamphlet can be sent to you for further clarification of this. As per the recorded conversation one of your reps agrees that there are 2 pamphlets used, one with the terms on it and one without. He states the one I received is usually used because it has larger print. May I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofa. I do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks again. The point I am getting to is that these sofas are built so poorly that it should be expected that just after 1 year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixed. You would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proof. Make right by this and just extend my current coverage with the exchanged sofa. There is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores.
if I could I would give it no star. bought leather sectional sofa from bobs about 2 years ago, it started peeling, I was told by sales person if I get warranty they will replace or fix. when I placed my claim they stated after review that it was normal wear and tear. We are a family of 2, sofas were barely used. I could not get it replaced nor fixed. please do not buy from these people they are scammers. the sales man told me if I was to personally stab the sofa with a knife it would be replaced. I got nothing. So its like their furniture has a life span of 2 to 3 years max, then its worthless junk that their own insurance wont cover.
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
3/11/2015
Complaint
My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailable. The delivery was rescheduled for 2/25 between 2:30-6:30. I received a call from the delivery person at 11:50 a.m. on the day of delivery informing me he was in the area...
and was going to stop by to deliver my furniture. I explained that my delivery time was set for 2:30-6:30 and there was no way I could be available for a time I DID NOT SCHEDULE FOR. The delivery person [redacted]) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:00 I said ok. Bottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited 3 & 1/2 weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phone. Other problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery 2 & 1/2 hours earlier then scheduled!!!!!!!
Desired Resolution
I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work!
To whom it may concern:
First let me say I found your 3 names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture. I pulled Bob, Gene and Edmond from Wikipedia.
I cannot believe that it has come to me writing this e-mail but here goes. I attended the Grand Opening sale of the Harrisburg, PA store. Very nice facility. The salesman I was working with was brought in from another store to assist for the day.
I ordered an entire house full of furniture.
• [redacted] Recliner Sofa and Love Seat
• [redacted] Coffee Table Set (3 pcs)
• [redacted] Dining Room Pub Table with 6 black leather chairs
• [redacted] Server
• [redacted] 8 Piece Queen Bedroom Set
• [redacted] Queen Mattress and [redacted] (2 pc)
• Set of 2 [redacted] Lamps
• [redacted] 48” TV Wall Unit
I was provided a 4 hour window for delivery. The delivery was late. When the delivery men arrived they were very professional and apologetic for being late and told me I was their 5 delivery of the day and that there were issues with the prior 4 deliveries.
As they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginning.
1. They unloaded the Dining Room Chairs. They showed up with 5 chairs. I ordered 6. The chairs were standard dining chairs and I ordered Pub chairs.
2. They unloaded the Dining Room Table. I should say glass top. They could not find the base for the table in the truck.
3. They unloaded the [redacted] server and again could not find the base.
All pieces were loaded back into the truck.
4. They unloaded the Bedroom furniture. With the Bed being first. As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it. Sure enough it was cracked on the top right side. In addition there were multiple scratches along the footboard and the one rail board was splintered.
So, he took the bed apart and reloaded it on the truck.
5. Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days. So, imagine my surprise when the dresser with the mirror was on the truck and it was damaged.
Why in the world would they call me and tell me it was damaged and still load it on the truck?
6. They began putting together the [redacted] end tables. First one went smooth, Second table was a disaster. As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out. He was not able to put the 2nd table together.
So, he loaded the end tables back on the truck
7. He then began putting the Cocktail table together. Yet another disaster. They were two different size legs. By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse. Picture is attached for your viewing pleasure.
So, he loaded the cocktail table back on the truck. And I said you might as well take the lights back because what good are the lights to me with no tables to put on them.
8. The last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat. By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket. Plenty of witnesses…just ask your delivery men. I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them over.
9. Then I was told the TV Wall Unit was not on the truck. It didn’t make the shipment cut-off to get loaded onto the truck. What kinds of [redacted] is that?
All in all of the 24 pieces of furniture delivered to my home that day 22 of them (yes 22) had to be put back on the truck due to one issue or another. Oh, and did I mention the delivery men were on hold for more than 30 minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back 22 of the 24 pieces. And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well. Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do that.
Later that evening I received an automated phone call asking me to do a survey regarding customer service. Are you kidding me. I just hung up.
The following day was a Sunday and I went back to the store. I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having 5 bleeding ulcers repaired and a hiatal hernia repaired. I spent over 5 hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections. After a few hours I finally decided on new merchandise.
They were having a total nightmare with the paper work. And after 5 hours of me standing there, with a belly full of 112 stitches from my recent surgery, they finally said I could go and they would figure it out. After they gave me a new delivery date of September 21st. . Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they could.
OH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paid.
So, here it is Monday, September 21st and I did not get my promised call the night before to give me my 4 hour window of when the furniture would be delivered. So, I started calling the customer cr at 6:30 a.m. I finally reached Maria around 8:10 a.m. who informed me I was not receiving a delivery today.
When I asked her why she said because the invoice showed I owed the store money. WRONG. The store owes me money. Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it. Which showed money owed so the delivery was not scheduled. She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $10 and change….made no sense at all. Then they said their supervisor of Customer Care named Dan would call me. I still have not received a call from Dan. Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck. I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person. SAD
If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you. This has been one the worst customer service experience in the history of customer service.
I have to move into my new place Oct 1st and right now I have no furniture. And I was told today that even if they can get the accounting team to do their job it would still take 3 days to get my ordered pulled and loaded onto a truck and the soonest delivery would be Friday.
So, my question is this. Is this the Bob’s Furniture way? How would Robert K[redacted], Gene R[redacted] or E[redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
My wife and I are shopping for a dining room set on a budget. We saw something we are interested in at a Bobs store a few weeks ago. I looked at purchasing it online today and was surprised to learn of a 129 dollar delivery fee. I was happy to learn that we could avoid that by picking it up at a local store. So I called the Bob's store in Bridgeport to order. I was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways away. The site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the list.
I called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery fee. I asked for an adjustment in the delivery fee because the site is misleading.
The customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchases. I guess they don't need me as a customer :)
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries and product concerns
have caused our customer. We can certainly understand the customer’s
frustration and assure our customer that it is never our intention to deliver
product with defects or continually disappoint our valued patrons.
As with any furniture retailer who
works directly with a slew of manufacturers to obtain product and then deliver
to their customer, we fully trust that all our manufacturers have taken the
appropriate measures during production to ensure the product is free of any
defects. As with most manufactured goods it can take time, combined with a
certain amount of usage for any factory defect to illuminate itself. We are sincerely
very sorry for the outrageous incidents that the two chairs caused our customer
and their guests; we worked immediately to resolve these concerns by delivering
factory fresh replacements to our customer.
With the purchase of our
protection plan -Bobs Discount Furniture guarantees that our merchandise will
be free from factory defects for a period of five years. As indicated on the
original sales invoice (provided to and signed by the customer at the time of
sale) we will schedule one of our Service Technicians to inspect the item and
service it to factory standards at no cost to our customer. If the Service Technician
determines that the factory defect is not serviceable, we will replace the
affected item, one time. While we acknowledge the customer’s apprehension in
the quality of their chairs, it is not in their best interest for any retailer
to take away merchandise that has not shown any concern, of defect or
otherwise.
Should the customer wish to have
the chairs inspected by a factory trained technician we can absolutely create
and schedule a service appointment for the customer. In line with our expressed
policies if a defect is located we will address the concern accordingly.
In regards to the “hutch” concern,
our records indicate that the customer has taken service and delivery on the “Sideboard”
several times with the last delivery attempt being canceled due to a weather
related occurrence, beyond the control of our business. Bob’s prides itself on
providing quality service and the best value product for the price. Our primary
focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from us. We would most
certainly prefer the opportunity to get our customer the item that we promised our
customer in good condition and can even offer to have the next delivery follow
our extensive ‘White Glove’ procedure for inspection and shipment.
While it is not normal procedure
to do so we do recognize that we have failed our customer and If the customer prefers
to keep the item ‘As –Is’ with a further discount (let’s call this a concession
to keep) then we ask that the customer provide photographic evidence of the
concern with the door via this Revdex.com mediation channel they have selected to open.
We ask that the customer provide a minimum of two photos for review (a close up
view of the damage and view of the item at a distance) we can review these
photos and determine what offer we are able to make as a concession.
We have continued as a business to address this individual’s
concerns the moment they are presented to us and work to resolve them as we
realize the level of dissatisfaction this consumer is emulating as a result of
our failures. Once the merchandise concerns have been resolved, any additional
accommodation we feel adequate to offer to the customer is a form of our
apology and at our internal discretion. We do not offer apology amounts based
off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
In conclusion regarding open merchandise concerns:
-
We offer to schedule a service appointment out
to inspect the remaining chairs for possible defect concerns (the customer can
contact our Customer Care Office to schedule this service at their earliest
convenience -[redacted]/ Mon- Sat 6:30a -8:00p/ Sun 10:30a -7:00p)
-
We offer to redeliver the affected item (bottom
sideboard w/doors) along with our ‘White Glove’ inspection process. As this
process involves our Quality Control Manager and multiple checkpoints along the
item’s journey we have full confidence that we will not fail our customer
again.
o
Should the customer not want to accept another
delivery we require photographic evidence be sent to us via Revdex.com of the affected
item and its damage. Once received we will review and respond with what offer
we are able to make as a concession to keep ‘As – Is’
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
Dear Revdex.com,I spoke with [redacted] regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our [redacted] store, he agreed to honor her request. A $200 store credit was applied to [redacted]'s account and a new order for the power recliners was entered;...
delivery is scheduled for June 26, 2015.The recliners [redacted] purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we delivered. This issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you,[redacted]
Good Morning Revdex.com,
We have spent several days and man hours searching with the
[redacted] company to try and locate the alleged call / claim the customer states
was initiated with [redacted] on 8.12.2015.
[redacted]’s recordings and records show no claim ever entered from
the claimant regarding the “movement of bed-causing the headboard to crack”.
I have tried to file the claim on the customer’s behalf and
[redacted] will not allow this to occur as I am not the owner or purchaser of
this particular plan.
We have a record of the customer contacting us (Bobs) directly and
making a statement of bed being moved and headboard being cracked, as
accidental damage is not a coverage Bob offers to customers, we advised on
8.12.2015 that we could sell the customer parts needed to fix the bed.
At this time we encourage the customer to file an actual claim for
damage with the [redacted] company based of the incident they are reporting
occurred.
I have
included a copy of the terms and conditions [redacted] uses for all claims in
order to help better educate this customer on the reporting process we recommend
they follow when making this claim.
We apologize that the customer is experiencing any inconveniences
with their products however we are unable to dispute a claim that has no record
of existence.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The last person who delivered the couch spoke not a single word of English. I had no way of understanding that by signing the form I would forfeiting any recourse I had with regard to the damaged materials. I will be happy to send in pictures of the damage. I asked him several times if I sign the form, can I still ensure we are compensated for the damage? He said yes. I was reluctant to sign it because of the damage but I did it in good faith that it would be handled appropriately.
The fact that $129 (only the delivery fee) for a $1,600+ couch is the only compensation offered is unacceptable. It does not appropriately reflect our time that was wasted by Bob's waiting for several deliveries, some of which were during the week and we had to use vacation days to take time off. We also had to delay several times other arrangements that were planned as far as setting up our apartment that had to be put off for over a month because of Bob's incompetence (example: had scheduled to mount our TV which could not be done until the couch was in place).
I have asked for more money in line with what I believe is fair. I have already spent several days waiting for Bob's to come perform a service and I would rather accept a credit for the damaged material than to waste more time waiting around again and spending more time with this. I am opting out of Bob's sending someone to fix the couch for this very reason. I want to deal with this company zero more times, ever. Whatever the company would need to pay for the repairs, that should be what we get credited back.
This is by far the most painful and drawn-out transaction I've ever had purchasing anything. It's the worst customer experience I've ever had, bar none.Hopefully the inefficiencies in the company are addressed, it's not fair to treat customers like this with no repercussions whatsoever.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through 2015. I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way. Its very incovenience to have to take days off of work each time they are out for a service call.
Sincerely,
[redacted]
Revdex.com-
We are very sorry for the multiple deliveries and miss-communication
that this customer has had to endure. We
absolutely recognize that there have been failures on our part. We would like to offer this customer a refund
of the delivery fee as a token of apology. We are very sorry for the inconveniences our
errors have caused.
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.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) 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: 61792454
At
that point they will take the credit card information to complete the
processing.
Dear [redacted],Thank you for choosing Bob's Discount Furniture. I am excited to inform you that Guardian (goof proof) has approved your claim for a replacement sofa! There is currently a store credit on your account in the amount of $434.41. You may use this store credit toward...
the purchase of any item in our store and you may either keep the sofa you currently have or we can pick it up at no charge. There will be no charge for delivery of the newly selected item however, you must use the credit by August 20, 2015. When visiting the store, please reference [redacted]Both Bob's Discount Furniture and Guardian Furniture Protection appreciates your business. For further assistance please contact our customer care center at [redacted] or Guardian [redacted].Thank you,[redacted]
I certainly
can’t say that I at all blame our customer for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I acknowledge how unpleasant this entire
ordeal has been for our customer and while I know this is their Bobs experience
I assure our customer that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
I further
apologize for any confusion the customer was met with regarding our refund
policy. Our refund policy is presented to all customers at the time of sale and
commonly signed by the purchaser as agreed to (in this case the purchaser reads
as ‘[redacted]’).
The
customer entered into several agreements for compensation with us directly
which I believe has brought resolution to their concerns within this posting.
Kindest Regards,
Stephanie ** 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 experience with us. Bob’s takes all precautionary
measures possible to ensure no infestation possible.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to research
the situation further and determine what resolution if any we are able to
offer. [redacted] has requested additional
information from the customer and will proceed once that has been received.
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.
Complaint: [redacted]
I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.
Sincerely,[redacted]
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted]).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and reason
for denial that was provided by the [redacted] company. The customer reported to [redacted] “Cust states her kids were
playing with something like a toy or fork not totally sure” The
attached photos clearly show this could not have occurred with a fork or child’s
toy.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan, that the plan is for accidental damage coverage, and the document further encourages the
consumer to read their full plan papers for the list of exclusions. As the
manager of the plan, Guardian is responsible for sending the consumer the plan
documents. Should the customer decide that they would like to review the
complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
I have attached the terms and
conditions (Guardian provides) for your review. Please see the below exert from
the Terms and Conditions page as it is clearly indicated that an accident must
be reported to initiate coverage details within the protection plan:
CRYPTON
BRAND COVERAGE:
•
……. The Plan covers materials and labor costs to service your furniture item in
the event your furniture item becomes accidentally damaged during normal
residential use ……
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further for the customer at this time.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage and the merchandise. This
merchandise has been in the customer’s possession for nearly five years and as
there is no remaining warranty coverage thru Bobs Discount Furniture remaining
we reserve the right to inspect the merchandise prior to disclosing what (if
any) type of courtesy offer we are able to make.
To move forward please advise the
customer that we require a minimum of four (3) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 3 Photos of the Bed (or
its pieces):
- 1 Picture that clearly shows the entire Bed or its pieces
(rails/footboard/headboard) if the bed is fully disassembled
-
1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I've attached a picture taken from the Bob's website that says they offer The Venus II sectional couch in 4 custom special order colors and that it is available in home in 21 days or LESS and one of the colors happens to be grey, as you can imagine we are beyond irate about this!!! When they offered us to pick out a new sectional, we went to the bob's store in [redacted], spoke with [redacted] "the manager" and he specifically told us that they didn't offer any sectionals in grey, that would be a custom color and that would take 16-23 weeks. How does this happen? Now all of a sudden they're offering a grey section to be delivered in 3 weeks this is beyond infuriating, what a slap in the face to loyal customers!!! We have had nothing but problems from the first moment we walked into that store, the staff and management have no clue whats going on apparently and as a result Bob's had lost out on our section order of $2,200 and 2 bedroom set purchases of over $5,000+
WE WILL NEVER SHOP AT BOB'S DISCOUNT FURNITURE AGAIN!!! I'm also going to tell EVERYONE I know how HORRIBLE our experience has been and to NEVER show there!!!
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return...
and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The last page of the sales invoice, which is signed by the
consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
sale. Please note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review). REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up. MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that
you are happy with your mattress purchase. In the unlikely event that your
mattress has a factory defect, we will replace it during the stated
manufacturer's warranty period. If you are unhappy with the comfort of your
mattress after having slept on it for thirty (30) days, please call our
Customer Care Center at ###-###-#### within sixty (60) days of your delivery
and one of our representatives will arrange for you to make a onetime
re-selection on your mattress only. Foundations
within the same manufacturer are not included in our Comfort Assurance Policy.
We will charge or credit you for any price difference between the original and
the re-selected mattresses. Credits will be issued based on the original method
of payment via the guidelines stated above. We will charge you our prevailing
re-delivery fee to cover the costs of delivery for the re-selected mattress and
pick-up of the original mattress. If you do not re-select another mattress, we
will refund the full purchase price less our prevailing delivery fee.
This customer does have until 7/28/16 to request a comfort reselection on
the mattress if they choose.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this plan. As per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regarding. The website does not have its policies, terms and conditions with Bobs on there site. This pamphlet can be sent to you for further clarification of this. As per the recorded conversation one of your reps agrees that there are 2 pamphlets used, one with the terms on it and one without. He states the one I received is usually used because it has larger print. May I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofa. I do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks again. The point I am getting to is that these sofas are built so poorly that it should be expected that just after 1 year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixed. You would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proof. Make right by this and just extend my current coverage with the exchanged sofa. There is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores.
Sincerely
[redacted]
if I could I would give it no star. bought leather sectional sofa from bobs about 2 years ago, it started peeling, I was told by sales person if I get warranty they will replace or fix. when I placed my claim they stated after review that it was normal wear and tear. We are a family of 2, sofas were barely used. I could not get it replaced nor fixed. please do not buy from these people they are scammers. the sales man told me if I was to personally stab the sofa with a knife it would be replaced. I got nothing. So its like their furniture has a life span of 2 to 3 years max, then its worthless junk that their own insurance wont cover.
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
3/11/2015
Complaint
My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailable. The delivery was rescheduled for 2/25 between 2:30-6:30. I received a call from the delivery person at 11:50 a.m. on the day of delivery informing me he was in the area...
and was going to stop by to deliver my furniture. I explained that my delivery time was set for 2:30-6:30 and there was no way I could be available for a time I DID NOT SCHEDULE FOR. The delivery person [redacted]) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:00 I said ok. Bottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited 3 & 1/2 weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phone. Other problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery 2 & 1/2 hours earlier then scheduled!!!!!!!
Desired Resolution
I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work!
Consumer Business Dialog
To whom it may concern:
r at 6:30 a.m. I finally reached Maria around 8:10 a.m. who informed me I was not receiving a delivery today.
First let me say I found your 3 names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture. I pulled Bob, Gene and Edmond from Wikipedia.
I cannot believe that it has come to me writing this e-mail but here goes. I attended the Grand Opening sale of the Harrisburg, PA store. Very nice facility. The salesman I was working with was brought in from another store to assist for the day.
I ordered an entire house full of furniture.
• [redacted] Recliner Sofa and Love Seat
• [redacted] Coffee Table Set (3 pcs)
• [redacted] Dining Room Pub Table with 6 black leather chairs
• [redacted] Server
• [redacted] 8 Piece Queen Bedroom Set
• [redacted] Queen Mattress and [redacted] (2 pc)
• Set of 2 [redacted] Lamps
• [redacted] 48” TV Wall Unit
I was provided a 4 hour window for delivery. The delivery was late. When the delivery men arrived they were very professional and apologetic for being late and told me I was their 5 delivery of the day and that there were issues with the prior 4 deliveries.
As they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginning.
1. They unloaded the Dining Room Chairs. They showed up with 5 chairs. I ordered 6. The chairs were standard dining chairs and I ordered Pub chairs.
2. They unloaded the Dining Room Table. I should say glass top. They could not find the base for the table in the truck.
3. They unloaded the [redacted] server and again could not find the base.
All pieces were loaded back into the truck.
4. They unloaded the Bedroom furniture. With the Bed being first. As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it. Sure enough it was cracked on the top right side. In addition there were multiple scratches along the footboard and the one rail board was splintered.
So, he took the bed apart and reloaded it on the truck.
5. Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days. So, imagine my surprise when the dresser with the mirror was on the truck and it was damaged.
Why in the world would they call me and tell me it was damaged and still load it on the truck?
6. They began putting together the [redacted] end tables. First one went smooth, Second table was a disaster. As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out. He was not able to put the 2nd table together.
So, he loaded the end tables back on the truck
7. He then began putting the Cocktail table together. Yet another disaster. They were two different size legs. By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse. Picture is attached for your viewing pleasure.
So, he loaded the cocktail table back on the truck. And I said you might as well take the lights back because what good are the lights to me with no tables to put on them.
8. The last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat. By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket. Plenty of witnesses…just ask your delivery men. I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them over.
9. Then I was told the TV Wall Unit was not on the truck. It didn’t make the shipment cut-off to get loaded onto the truck. What kinds of [redacted] is that?
All in all of the 24 pieces of furniture delivered to my home that day 22 of them (yes 22) had to be put back on the truck due to one issue or another. Oh, and did I mention the delivery men were on hold for more than 30 minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back 22 of the 24 pieces. And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well. Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do that.
Later that evening I received an automated phone call asking me to do a survey regarding customer service. Are you kidding me. I just hung up.
The following day was a Sunday and I went back to the store. I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having 5 bleeding ulcers repaired and a hiatal hernia repaired. I spent over 5 hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections. After a few hours I finally decided on new merchandise.
They were having a total nightmare with the paper work. And after 5 hours of me standing there, with a belly full of 112 stitches from my recent surgery, they finally said I could go and they would figure it out. After they gave me a new delivery date of September 21st. . Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they could.
OH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paid.
So, here it is Monday, September 21st and I did not get my promised call the night before to give me my 4 hour window of when the furniture would be delivered. So, I started calling the customer c
When I asked her why she said because the invoice showed I owed the store money. WRONG. The store owes me money. Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it. Which showed money owed so the delivery was not scheduled. She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $10 and change….made no sense at all. Then they said their supervisor of Customer Care named Dan would call me. I still have not received a call from Dan. Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck. I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person. SAD
If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you. This has been one the worst customer service experience in the history of customer service.
I have to move into my new place Oct 1st and right now I have no furniture. And I was told today that even if they can get the accounting team to do their job it would still take 3 days to get my ordered pulled and loaded onto a truck and the soonest delivery would be Friday.
So, my question is this. Is this the Bob’s Furniture way? How would Robert K[redacted], Gene R[redacted] or E[redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
My wife and I are shopping for a dining room set on a budget. We saw something we are interested in at a Bobs store a few weeks ago. I looked at purchasing it online today and was surprised to learn of a 129 dollar delivery fee. I was happy to learn that we could avoid that by picking it up at a local store. So I called the Bob's store in Bridgeport to order. I was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways away. The site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the list.
I called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery fee. I asked for an adjustment in the delivery fee because the site is misleading.
The customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchases. I guess they don't need me as a customer :)
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries and product concerns
have caused our customer. We can certainly understand the customer’s
frustration and assure our customer that it is never our intention to deliver
product with defects or continually disappoint our valued patrons.
As with any furniture retailer who
works directly with a slew of manufacturers to obtain product and then deliver
to their customer, we fully trust that all our manufacturers have taken the
appropriate measures during production to ensure the product is free of any
defects. As with most manufactured goods it can take time, combined with a
certain amount of usage for any factory defect to illuminate itself. We are sincerely
very sorry for the outrageous incidents that the two chairs caused our customer
and their guests; we worked immediately to resolve these concerns by delivering
factory fresh replacements to our customer.
With the purchase of our
protection plan -Bobs Discount Furniture guarantees that our merchandise will
be free from factory defects for a period of five years. As indicated on the
original sales invoice (provided to and signed by the customer at the time of
sale) we will schedule one of our Service Technicians to inspect the item and
service it to factory standards at no cost to our customer. If the Service Technician
determines that the factory defect is not serviceable, we will replace the
affected item, one time. While we acknowledge the customer’s apprehension in
the quality of their chairs, it is not in their best interest for any retailer
to take away merchandise that has not shown any concern, of defect or
otherwise.
Should the customer wish to have
the chairs inspected by a factory trained technician we can absolutely create
and schedule a service appointment for the customer. In line with our expressed
policies if a defect is located we will address the concern accordingly.
In regards to the “hutch” concern,
our records indicate that the customer has taken service and delivery on the “Sideboard”
several times with the last delivery attempt being canceled due to a weather
related occurrence, beyond the control of our business. Bob’s prides itself on
providing quality service and the best value product for the price. Our primary
focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from us. We would most
certainly prefer the opportunity to get our customer the item that we promised our
customer in good condition and can even offer to have the next delivery follow
our extensive ‘White Glove’ procedure for inspection and shipment.
While it is not normal procedure
to do so we do recognize that we have failed our customer and If the customer prefers
to keep the item ‘As –Is’ with a further discount (let’s call this a concession
to keep) then we ask that the customer provide photographic evidence of the
concern with the door via this Revdex.com mediation channel they have selected to open.
We ask that the customer provide a minimum of two photos for review (a close up
view of the damage and view of the item at a distance) we can review these
photos and determine what offer we are able to make as a concession.
We have continued as a business to address this individual’s
concerns the moment they are presented to us and work to resolve them as we
realize the level of dissatisfaction this consumer is emulating as a result of
our failures. Once the merchandise concerns have been resolved, any additional
accommodation we feel adequate to offer to the customer is a form of our
apology and at our internal discretion. We do not offer apology amounts based
off of any individual’s time and we are unable to offer a discount off of
factory fresh product that stands in the home in good condition.
In conclusion regarding open merchandise concerns:
-
We offer to schedule a service appointment out
to inspect the remaining chairs for possible defect concerns (the customer can
contact our Customer Care Office to schedule this service at their earliest
convenience -[redacted]/ Mon- Sat 6:30a -8:00p/ Sun 10:30a -7:00p)
-
We offer to redeliver the affected item (bottom
sideboard w/doors) along with our ‘White Glove’ inspection process. As this
process involves our Quality Control Manager and multiple checkpoints along the
item’s journey we have full confidence that we will not fail our customer
again.
o
Should the customer not want to accept another
delivery we require photographic evidence be sent to us via Revdex.com of the affected
item and its damage. Once received we will review and respond with what offer
we are able to make as a concession to keep ‘As – Is’
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Dear Revdex.com,I spoke with [redacted] regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our [redacted] store, he agreed to honor her request. A $200 store credit was applied to [redacted]'s account and a new order for the power recliners was entered;...
delivery is scheduled for June 26, 2015.The recliners [redacted] purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we delivered. This issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you,[redacted]
Good Morning Revdex.com,
We have spent several days and man hours searching with the
[redacted] company to try and locate the alleged call / claim the customer states
was initiated with [redacted] on 8.12.2015.
[redacted]’s recordings and records show no claim ever entered from
the claimant regarding the “movement of bed-causing the headboard to crack”.
I have tried to file the claim on the customer’s behalf and
[redacted] will not allow this to occur as I am not the owner or purchaser of
this particular plan.
We have a record of the customer contacting us (Bobs) directly and
making a statement of bed being moved and headboard being cracked, as
accidental damage is not a coverage Bob offers to customers, we advised on
8.12.2015 that we could sell the customer parts needed to fix the bed.
At this time we encourage the customer to file an actual claim for
damage with the [redacted] company based of the incident they are reporting
occurred.
I have
included a copy of the terms and conditions [redacted] uses for all claims in
order to help better educate this customer on the reporting process we recommend
they follow when making this claim.
We apologize that the customer is experiencing any inconveniences
with their products however we are unable to dispute a claim that has no record
of existence.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The last person who delivered the couch spoke not a single word of English. I had no way of understanding that by signing the form I would forfeiting any recourse I had with regard to the damaged materials. I will be happy to send in pictures of the damage. I asked him several times if I sign the form, can I still ensure we are compensated for the damage? He said yes. I was reluctant to sign it because of the damage but I did it in good faith that it would be handled appropriately.
The fact that $129 (only the delivery fee) for a $1,600+ couch is the only compensation offered is unacceptable. It does not appropriately reflect our time that was wasted by Bob's waiting for several deliveries, some of which were during the week and we had to use vacation days to take time off. We also had to delay several times other arrangements that were planned as far as setting up our apartment that had to be put off for over a month because of Bob's incompetence (example: had scheduled to mount our TV which could not be done until the couch was in place).
I have asked for more money in line with what I believe is fair. I have already spent several days waiting for Bob's to come perform a service and I would rather accept a credit for the damaged material than to waste more time waiting around again and spending more time with this. I am opting out of Bob's sending someone to fix the couch for this very reason. I want to deal with this company zero more times, ever. Whatever the company would need to pay for the repairs, that should be what we get credited back.
This is by far the most painful and drawn-out transaction I've ever had purchasing anything. It's the worst customer experience I've ever had, bar none.Hopefully the inefficiencies in the company are addressed, it's not fair to treat customers like this with no repercussions whatsoever.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through 2015. I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way. Its very incovenience to have to take days off of work each time they are out for a service call.
Sincerely,
[redacted]
Good Morning...
Revdex.com-
We are very sorry for the multiple deliveries and miss-communication
that this customer has had to endure. We
absolutely recognize that there have been failures on our part. We would like to offer this customer a refund
of the delivery fee as a token of apology. We are very sorry for the inconveniences our
errors have caused.
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.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) 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: 61792454
At
that point they will take the credit card information to complete the
processing.
Kindest
Regards,
Tracy
Sanborn
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Dear [redacted],Thank you for choosing Bob's Discount Furniture. I am excited to inform you that Guardian (goof proof) has approved your claim for a replacement sofa! There is currently a store credit on your account in the amount of $434.41. You may use this store credit toward...
the purchase of any item in our store and you may either keep the sofa you currently have or we can pick it up at no charge. There will be no charge for delivery of the newly selected item however, you must use the credit by August 20, 2015. When visiting the store, please reference [redacted]Both Bob's Discount Furniture and Guardian Furniture Protection appreciates your business. For further assistance please contact our customer care center at [redacted] or Guardian [redacted].Thank you,[redacted]
Good Morning Revdex.com,...
I certainly
can’t say that I at all blame our customer for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I acknowledge how unpleasant this entire
ordeal has been for our customer and while I know this is their Bobs experience
I assure our customer that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
I further
apologize for any confusion the customer was met with regarding our refund
policy. Our refund policy is presented to all customers at the time of sale and
commonly signed by the purchaser as agreed to (in this case the purchaser reads
as ‘[redacted]’).
The
customer entered into several agreements for compensation with us directly
which I believe has brought resolution to their concerns within this posting.
Kindest Regards,
Stephanie ** 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 experience with us. Bob’s takes all precautionary
measures possible to ensure no infestation possible.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to research
the situation further and determine what resolution if any we are able to
offer. [redacted] has requested additional
information from the customer and will proceed once that has been received.
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
Complaint: [redacted]
I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.
Sincerely,[redacted]