size="3">
I’m sorry that you weren’t able to speak with me when I called you
this evening.
I have reviewed your concern and your claim for the Queen Sized
Bob O Pedic Mattress and I further apologize that your concern was not
addressed in an appropriate manner. We have made the proper arrangements to
address the internal training concern that you have brought to our attention
and thank you for taking the time to escalate your concern.
I have entered in a credit amount for your mattress based on the
price you paid via your original sales order. Currently this is listed under
credit number [redacted] in the amount of 726.93. You may visit any of our showroom locations
and use this credit toward the purchase of a new queen sized mattress of your
choice. On the new date of delivery, you schedule with your new sales person,
we will remove the current mattress you have and deliver your new selection.
If you have any questions or concerns regarding this transaction
or my response please feel welcome to call me at ###-###-####.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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!!!
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!
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to 30 days (or more) for a new mattress to conform to...
your body and comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that 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 [redacted] 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. ___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a 30 Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted]. After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-14 business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receiving. Customer satisfaction with the products and service we offer is our ultimate goal.Thanks,[redacted]
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-
We are very sorry that the delivery...
process has caused the
customer frustration. As we route our
trucks geographically we are not able to offer or accept a customer specific
time for delivery. There are far too
many things that can affect the delivery window to ever guarantee a specific
time. Weather events, traffic,
construction and mechanical issues can all delay a delivery. We do offer to request a four hour window if
that will help the customer. We also
offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am. It does sound as though the customer has
received that window. We are sorry that
it was not early enough to work for the customer’s schedule.
We have reviewed the photo from the original piece that had
a small chip in the front and the piece that was refused due to the box being
opened. This is scheduled for 2.4.17 we
hope that the delivery goes smoothly for the customer. We do
offer compensation for delivery failures.
This is normally offered in the form of a Bob’s store credit. We do not compensate for lost wages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Please pass on our sincerest
apologies to the customer for any inconveniences they have experienced with
their product. As the customer has selected to use your mediation services and
their account is certainly complex I have provided a breakdown of what our records
currently indicate (below) to start. I am unable to reasonably determine how
the item hasn’t been able to be used for two years as a failure from our
business and I am unable to locate anywhere near 10 deliveries of the new
sectional.
I see the initial date of
delivery for the first sectional and recliner to be 3.29.2014.
The first concern was reported on
2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The
main concern at that time was with (1) of the (5) items delivered to the customer;
a cracked footrest on an arm less recliner to be specific.
The same day of that one and only
service call we determined the defective item was no longer available for sale
so the customer was offered a re selection credit, not only on the entire sectional
but also on the matching power recliner chair that had no concerns and had been
in the home and in use for nearly a year.
During the re-selection the customer elected to select an
item and have it special ordered in a special color (this means not a stock
item that is readily available to deliver). The wait time on this special order
color looks to be around 16 weeks (4 months) as it comes from and overseas
vendor and is literally built just for this one customer from start to finish.
Please note the original merchandise remained in the home during this wait time
and I assume continued to be used.
The initial delivery date of this
new special order sectional was 6.13.2015 and it was at that time that the
customer relayed to us that the order hadn’t come as they anticipated. I cannot
and will not pretend to know what transpired at the time of sale in February of
2014 however the customer asserted to us that the sales person was instructed
to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.
On 6.13.2015 the account shows an
arrangement to have only (1) arm less chair switched for (1) arm less power
recliner. In all reality if the customer
was charged for the special order sectional to have arm less chairs – non
reclining units and then wanted the sectional to actually have reclining units
instead there is an obvious retail up charge associated with the difference in
the product. Based off the information the customer has communicated and
the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full
coverage re selection on (1) of the (2) arm less chairs.
Please
keep in mind this is still a special order color so the merchandise (1 Arm less
Power Recliner) needed to be built from start to finish and shipped to the customer
on an overseas container again. The customer accepted the special order
sectional as delivered on 6.13.2015 and again had use of furniture while the
replacement special order item was on order from the manufacturer.
The next delivery date I located
reflects 11.25.2015 and on this day our records show that the customer
communicated they were expecting (2) new chairs and not just (1). We certainly
take responsibility for the customer care agent speaking with this customer not communicating the appropriate information
as it appears that our customer care agent neglected to review the paperwork
and explain to the customer that we had only ever ordered them (1) replacement
chair – not (2).
The next delivery attempt (Attempt
#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is
certainly our error for several reasons including the fact that it clearly
takes around 16 weeks to get this color from the vendor (note the previous two
attempts). Due to the lack of attention we provided this call on 11.25.2015 the
delivery attempt on 12.02.2015 failed our customer.
Currently the account shows that
we have (1) special order color arm less power recliner on request from the
manufacturer for this customer and regretfully yes there is a wait time
associated with this item as there was with the other items specially ordered
by the customer. As the retailer in this scenario we have no control over this
wait time and apologize that it exists. The account reflects that the customer
hasn’t had to pay any additional fees for the upgrade in merchandise and that
in it self can and should be considered as compensation from our business. The
customer is essentially getting more than what they actually paid for at this
time.
We do understand our customer’s
frustrations and we apologize for the original miscommunication of arm less
chair vs. arm less recliner spiraling into more inconvenience due our agent’s
negligence and do take responsibility for these concerns however as a business
we currently have the appropriate resolution in place for this customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
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.
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]
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
I feel terrible after reading
that our customer feels our responses lacked any empathy towards their concern.
We are most certainly empathetic and remain very sorry that our customer is
experiencing the concern they are. Our business offers coverage against manufacturing
defects, this is stated on the sales receipt and the information we provide
about the [redacted], and our customer isn’t communicating that they
have any concern from a defect.
Please see our service
professional’s report/record below (the customer is taking full responsibility
for the damage present).
Tech Denardo
138pm-current
72"
Lest side facing arm of sofa collapsed, cracked wood
Non-repairable
Customer caused/good condition otherwise
Spoke with: CHRISTOPHER- states he has screws in his foot so he
does have to put all his weight on the arms to get up. Wants to get the sofas
replaced. Apologized but explained the tech stated these are not manufacturer
defects. He is confirming he caused these damages. Unfortunately no recourse we
can offer....cgahner
Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49
After researching this customer’s
concern it appears that the merchandise has been used against its manufacturing
specifications and the arm cracking is not
the result of a factory defect or an accidental incident. We remain very sorry
that our customer is dealing with this concern and if we could have offered a
repair on-site I assure our customer that we would have. As a retailer we are
unable to take ownership for concerns that are present from accumulated use
within the home.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer will consider our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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.
Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[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 satisfactory to me.
Sincerely,
[redacted]
Let me tell you what a crock bob's [redacted] warranty is, I'm am so angry right now that it is not even funny. We had purchase the warranty for our couch and recliner chair, when the motor went on the chair [redacted] said that we had to call bob because that it was manufacturing issue, When bob's sent a repair person out to fix the chair they had said that is was not a manufacturing issue that the wire came out of the motor, and that it would be covered under the [redacted]. Well in the mean time we had tried for over a week to get ahold of someone from [redacted] for a hole that my grandson had put in the chair, with up to a hour wait time on the phone,we had tried several time. So by the time we had got ahold of them, we put in the claim for the motor and the hole and then burn mark, well I just got off the phone with them, and I was told that since there were 3 claim, it made the [redacted] invalid, seem they need to be more clear on this. so now I have no motor to recline my chair because they took it. And by they way when I first try to put in the first claim I was told by [redacted] that Bob's had never registered the warranty, so we had to wait a week for them to process it, That is why is was not a single claim. they had happen 2 weeks apart around the holiday, all within the 30 days, So I am begin penalized, I should have been told this when I finally got ahold of someone from [redacted] instead of them having me send all the pictures.Such a waste of 150.00, and a crock of lies. So in closing if the plan was registered when I bought the furniture, they would have been separate claims. But they didn't want to hear that.
Good Evening [redacted],
size="3">
I’m sorry that you weren’t able to speak with me when I called you
this evening.
I have reviewed your concern and your claim for the Queen Sized
Bob O Pedic Mattress and I further apologize that your concern was not
addressed in an appropriate manner. We have made the proper arrangements to
address the internal training concern that you have brought to our attention
and thank you for taking the time to escalate your concern.
I have entered in a credit amount for your mattress based on the
price you paid via your original sales order. Currently this is listed under
credit number [redacted] in the amount of 726.93. You may visit any of our showroom locations
and use this credit toward the purchase of a new queen sized mattress of your
choice. On the new date of delivery, you schedule with your new sales person,
we will remove the current mattress you have and deliver your new selection.
If you have any questions or concerns regarding this transaction
or my response please feel welcome to call me at ###-###-####.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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!!!
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
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to 30 days (or more) for a new mattress to conform to...
your body and comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that 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 [redacted] 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. ___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a 30 Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted]. After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-14 business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receiving. Customer satisfaction with the products and service we offer is our ultimate goal.Thanks,[redacted]
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-
We are very sorry that the delivery...
process has caused the
customer frustration. As we route our
trucks geographically we are not able to offer or accept a customer specific
time for delivery. There are far too
many things that can affect the delivery window to ever guarantee a specific
time. Weather events, traffic,
construction and mechanical issues can all delay a delivery. We do offer to request a four hour window if
that will help the customer. We also
offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am. It does sound as though the customer has
received that window. We are sorry that
it was not early enough to work for the customer’s schedule.
We have reviewed the photo from the original piece that had
a small chip in the front and the piece that was refused due to the box being
opened. This is scheduled for 2.4.17 we
hope that the delivery goes smoothly for the customer. We do
offer compensation for delivery failures.
This is normally offered in the form of a Bob’s store credit. We do not compensate for lost wages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,...
Please pass on our sincerest
apologies to the customer for any inconveniences they have experienced with
their product. As the customer has selected to use your mediation services and
their account is certainly complex I have provided a breakdown of what our records
currently indicate (below) to start. I am unable to reasonably determine how
the item hasn’t been able to be used for two years as a failure from our
business and I am unable to locate anywhere near 10 deliveries of the new
sectional.
I see the initial date of
delivery for the first sectional and recliner to be 3.29.2014.
The first concern was reported on
2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The
main concern at that time was with (1) of the (5) items delivered to the customer;
a cracked footrest on an arm less recliner to be specific.
The same day of that one and only
service call we determined the defective item was no longer available for sale
so the customer was offered a re selection credit, not only on the entire sectional
but also on the matching power recliner chair that had no concerns and had been
in the home and in use for nearly a year.
During the re-selection the customer elected to select an
item and have it special ordered in a special color (this means not a stock
item that is readily available to deliver). The wait time on this special order
color looks to be around 16 weeks (4 months) as it comes from and overseas
vendor and is literally built just for this one customer from start to finish.
Please note the original merchandise remained in the home during this wait time
and I assume continued to be used.
The initial delivery date of this
new special order sectional was 6.13.2015 and it was at that time that the
customer relayed to us that the order hadn’t come as they anticipated. I cannot
and will not pretend to know what transpired at the time of sale in February of
2014 however the customer asserted to us that the sales person was instructed
to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.
On 6.13.2015 the account shows an
arrangement to have only (1) arm less chair switched for (1) arm less power
recliner. In all reality if the customer
was charged for the special order sectional to have arm less chairs – non
reclining units and then wanted the sectional to actually have reclining units
instead there is an obvious retail up charge associated with the difference in
the product. Based off the information the customer has communicated and
the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full
coverage re selection on (1) of the (2) arm less chairs.
Please
keep in mind this is still a special order color so the merchandise (1 Arm less
Power Recliner) needed to be built from start to finish and shipped to the customer
on an overseas container again. The customer accepted the special order
sectional as delivered on 6.13.2015 and again had use of furniture while the
replacement special order item was on order from the manufacturer.
The next delivery date I located
reflects 11.25.2015 and on this day our records show that the customer
communicated they were expecting (2) new chairs and not just (1). We certainly
take responsibility for the customer care agent speaking with this customer not communicating the appropriate information
as it appears that our customer care agent neglected to review the paperwork
and explain to the customer that we had only ever ordered them (1) replacement
chair – not (2).
The next delivery attempt (Attempt
#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is
certainly our error for several reasons including the fact that it clearly
takes around 16 weeks to get this color from the vendor (note the previous two
attempts). Due to the lack of attention we provided this call on 11.25.2015 the
delivery attempt on 12.02.2015 failed our customer.
Currently the account shows that
we have (1) special order color arm less power recliner on request from the
manufacturer for this customer and regretfully yes there is a wait time
associated with this item as there was with the other items specially ordered
by the customer. As the retailer in this scenario we have no control over this
wait time and apologize that it exists. The account reflects that the customer
hasn’t had to pay any additional fees for the upgrade in merchandise and that
in it self can and should be considered as compensation from our business. The
customer is essentially getting more than what they actually paid for at this
time.
We do understand our customer’s
frustrations and we apologize for the original miscommunication of arm less
chair vs. arm less recliner spiraling into more inconvenience due our agent’s
negligence and do take responsibility for these concerns however as a business
we currently have the appropriate resolution in place for this customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
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
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]
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
Good Morning Revdex.com,...
I feel terrible after reading
that our customer feels our responses lacked any empathy towards their concern.
We are most certainly empathetic and remain very sorry that our customer is
experiencing the concern they are. Our business offers coverage against manufacturing
defects, this is stated on the sales receipt and the information we provide
about the [redacted], and our customer isn’t communicating that they
have any concern from a defect.
Please see our service
professional’s report/record below (the customer is taking full responsibility
for the damage present).
Tech Denardo
138pm-current
72"
Lest side facing arm of sofa collapsed, cracked wood
Non-repairable
Customer caused/good condition otherwise
Spoke with: CHRISTOPHER- states he has screws in his foot so he
does have to put all his weight on the arms to get up. Wants to get the sofas
replaced. Apologized but explained the tech stated these are not manufacturer
defects. He is confirming he caused these damages. Unfortunately no recourse we
can offer....cgahner
Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49
After researching this customer’s
concern it appears that the merchandise has been used against its manufacturing
specifications and the arm cracking is not
the result of a factory defect or an accidental incident. We remain very sorry
that our customer is dealing with this concern and if we could have offered a
repair on-site I assure our customer that we would have. As a retailer we are
unable to take ownership for concerns that are present from accumulated use
within the home.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer will consider our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
I was able to resolve it with Tracey Sanborn of Bob's Discount Furniture Consumer Affairs. Thank you for your assistance and...
support. [redacted]
Good Afternoon...
Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[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 satisfactory to me.
Sincerely,
[redacted]
Let me tell you what a crock bob's [redacted] warranty is, I'm am so angry right now that it is not even funny. We had purchase the warranty for our couch and recliner chair, when the motor went on the chair [redacted] said that we had to call bob because that it was manufacturing issue, When bob's sent a repair person out to fix the chair they had said that is was not a manufacturing issue that the wire came out of the motor, and that it would be covered under the [redacted]. Well in the mean time we had tried for over a week to get ahold of someone from [redacted] for a hole that my grandson had put in the chair, with up to a hour wait time on the phone,we had tried several time. So by the time we had got ahold of them, we put in the claim for the motor and the hole and then burn mark, well I just got off the phone with them, and I was told that since there were 3 claim, it made the [redacted] invalid, seem they need to be more clear on this. so now I have no motor to recline my chair because they took it. And by they way when I first try to put in the first claim I was told by [redacted] that Bob's had never registered the warranty, so we had to wait a week for them to process it, That is why is was not a single claim. they had happen 2 weeks apart around the holiday, all within the 30 days, So I am begin penalized, I should have been told this when I finally got ahold of someone from [redacted] instead of them having me send all the pictures.Such a waste of 150.00, and a crock of lies. So in closing if the plan was registered when I bought the furniture, they would have been separate claims. But they didn't want to hear that.