We are very sorry for any concerns that
[redacted] is currently experiencing with her product and stand behind the value
of the products and protection plan we sell our customers. As
[redacted] has stated it is considered normal for the seats of any sofa that is regularly
used to suffer a loss of resiliency over time and this sofa has been in use for
over one year.
As [redacted] is not reporting a factory
defect concern and the Bobs Discount Furniture Guarantee on [redacted]’s sofa
expired on 05.07.2014, the technician that was dispatched to [redacted]’s home on
8.28.2014 (at no charge to her) was done as a courtesy because she is our
valued customer. Upon arriving to [redacted]’s home our technician found [redacted]’s
merchandise has endured several concerns of customer caused damages. Please see
the photos that I have attached outlining the current staining, tearing, and
rip that is present on this merchandise.
Regardless of warranty status Bobs Discount
Furniture is open to listening to our customer’s concerns and researching all
avenues available to us to help our customers resolve problems with their
product in a fair manner. Unfortunately we are unable to take responsibility for
damages that occur beyond our control and there is a reasonable expectation
that the merchandise you are making a claim for has been kept in good condition
prior to our technician being dispatched to see if we can rectify the concern
at no charge to our customer. As a result of all facts presented in this case
regretfully Bobs Discount Furniture is unable to provide replacement parts for
this concern.
I spent time researching all avenues of our
customer’s account to ensure that she was receiving the best care possible for
her concern and I even tried to get the Guardian denial overturned on our customer’s
behalf. Please see the first photo in the attached document as this photo
displays a solvent stain and a tear from the customer attempting to clean a
beverage spill. As Guardian covers accidents the juice stain itself would be a
covered accident under the protection plan however a furniture insurance
company cannot be held liable for the type of cleaner a customer deliberately
applies to their merchandise and the reaction that cleaner has on the material
makeup of the product.
The manufacturer of this product does offer
parts such as the seat cores and casings at a cost outside of the warranty
period to our customers. If [redacted] wished to she can make a purchase of new
seat casings and cores to correct the normal wear/tear and customer caused
damage concerns she is currently experiencing. A seat casing (new material) can
be purchased for $65.00 a piece and a seat core (new foam inside) can be
purchased for $50.00 a piece.
Please ask that [redacted] contact us by phone
at ###-###-#### if she would like to set up this purchase part order. Bobs
Discount Furniture truly wishes to help every customer who has a concern and we
are very sorry that we are unable to cover the cost of further recourse for
these damages.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the merchandise refund has been correctly processed
back to the customer’s credit card.
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. We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
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.
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.
WILL ACCEPT FULL STORE CREDIT FOR PILLOWS.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience this...
bedding set is
causing our customer.
I do believe this agent’s inability to locate this account was
justified as I have just tried with all the information provided to Revdex.com and
still am unable to locate this customer’s original sales order.
Without the original sales order as reference we are unable to
verify warranty status on this set. In example we sell hundreds and thousands of
bedding sets out of our clearance channels that do not have warranty therefore
we are unable to offer service. We absolutely need the customer’s original
sales invoice in order to proceed with offering any protection that may be
available.
Regretfully I am unable to locate any account information that
matches this consumer’s complaint within our internal records.
I have looked under the name; phone number, address, and email address
provided here and locate no records.
Can you please ask the consumer to verify the invoice number
(order number) associated with their purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer
can provide the original delivery address for this merchandise or any alternate
phone numbers, purchaser names (was this mattress purchased thru a group
program?) that may bring up their account record.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service. We do support our technician and work off the reports that they submit. The technician deemed the damage in the home was not due to any manufacturing defects. Without photos to contradict what the technician has reported we would not be able to offer any recourse.
The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted]. There is no warranty for misuse or damages incurred through wear. The tech reported to us that the floor is uneven causing the wood support to warp. Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We had become aware of this issue...
through another channel. We reached out to the customer 10.11.16 with
our offer of resolution, which the customer accepted. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I feel terrible after reading about this customer’s experience
with us. I don't blame our customer for
being very upset with us and on behalf of Bobs Discount Furniture I extend my
sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for our customer and
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.
We want
customers to love shopping with Bobs, so this report of a disturbing experience
with our Customer Care Associates is a concern we take very seriously. It is
inexcusable for anyone to make an agreement with a customer and not follow thru
on their agreement. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope our customer can accept our deepest
apologies. We have begun addressing the obvious coaching concerns brought to
our attention within our staff and will take appropriate action.
The
customer’s account indicates that the remaining chairs were successfully
delivered on 1.23.2016.
We have the
following offers for compensation available for our customer to review:
Option #1:
We will
arrange to have a $75.00 Bobs Discount Furniture Gift Card mailed to our
customer (this normally takes approx. 7-10 business days to receive from the
date of request).
-Or-
Option #2:
We will
submit a refund request in the amount of $50.00 to the customer’s original
method of payment (Financing Account).
Please
ask our customer to review our options for compensation and respond with which
option they would like to move forward with. I apologize again that our
customer and their family experienced any inconvenience due to our failures in
care.
I apologize that you are disappointed with the chairs you have
purchased from Bobs Discount Furniture. I understand how annoying it can be to
try and work in between two companies to resolve your concerns and I assure you
that Bobs Discount Furniture truly wishes to help every customer who has a
concern.
Our records reflect that you took delivery of these chairs on
04.07.2010 and first made us aware of your concern almost four (4) years later
on 1.20.2014. After reviewing the photos our service technician took while at
your residence on 1.29.2014 it is apparent that the damages to these chairs are
of a massive accumulated nature. I have attached the photos to this response
for reference. The ‘Goof Proof’ protection plan you purchased offers coverage
against one time accidental damages and will not cover you for the amount of
accumulated wear and tear these chairs have suffered. In order for the
protection plan to remain fair for all consumers there are exceptions to the
amount of coverage offered and there is an expectation that the merchandise
covered under this protection should be upheld in reasonable condition. Given
the current condition of your chairs, and the fact that there are several
missing parts such as chair rungs and buttons, I cannot be confident that you
started to notice this happening over the past few weeks alone. The damage you
are experiencing is not the result of one accidental occurrence and is not
caused by a factory defect, while we sincerely wish to resolve all of our
customers concerns Bobs Discount Furniture or Guardsman cannot take
responsibility for the amount and level of collective concerns these chairs are
reflecting.
As an extreme courtesy and because Bobs Discount Furniture
genuinely cares on a level that is above and beyond any other furniture
retailer we can offer to replace three (3) of the six (6) chairs for you. We
will exchange these three (3) chairs at no cost to you as a courtesy. Please
let me know how you would like to proceed by responding to me through this
channel.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Cheryl-
We are sincerely sorry for
all of the issues you have experienced with this table. I absolutely agree you are entitled to a
refund under our policy. I have changed
the return that is set up for you and scheduled for 4/7/16. We do not keep customer credit card
information on file, so you would need to call the store today or early
tomorrow to add the credit card number to prevent any delay in the refund
process. In an effort to be fair I have
included half of the original delivery fee paid in the refund as well.
We will absolutely take it
back for a refund.
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 pick up is completed
and the credit card number is entered into the transactions the refund(s)
should process back to you within 5-7 business days.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information and complete the processing.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
New Roman" size="3">
While we apologize that our customer is experiencing
any disappointment with the procedures from the [redacted] company it doesn’t
seem as though our business has been given any opportunity to address this
customer’s concern prior to them posting to the Revdex.com.
Can you please ask the customer to submit photos of
the damage and their accidental report to us thru the Revdex.com channel that they
have selected to open? We will review their evidence and documentation and
advise what we may be able to do to
assist further after receiving the requested documentations. All the information they have posted to you
thus far is in reference to the [redacted] company and not our company directly.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.1.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was in the home to as the pieces on
7.27.16. The technician reported back to
us that the pieces are normal and up to standards. He did submit photos of the pieces that support
this report. We would not be offering a
replacement on pieces that have no manufacturing defects.
I have attached the photos the technician took and a copy of
the [redacted] Plus flyer the customer was given at time of purchase, for
review.
Good Morning [redacted],
I apologize
to you again, I am truly very sorry you had such a poor overall experience with
us and we would like to offer you a couple different options for compensation
as a form of further apology from us. Please respond to me thru this channel
and let me know which option you would prefer and I will process it for you
accordingly.
Option 1:
We can provide you with a Bobs Discount Furniture Gift Card in the amount
of $99.99 which is the price you originally paid us for your delivery fee.
-OR-
Option 2:
We can provide you with a monetary refund for ½ of the price you paid for
your delivery fee and the remaining ½ will be returned to you in the form of a
Bobs Discount Furniture Gift Card.
We do hope
that you will give us another chance to earn your trust back in our business
and we do have many cash and carry items that can be purchased with either of
our valuable Bobs Gift Card offers.
Warmest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
size="3">
Please pass on our apologies for any confusion our customer is
experiencing as a result of communications from multiple departments.
I just spoke with the associate (Bill) who is referenced in this
complaint. (It is 11:00a on 10.30.2015).
Bill has explained to me that he is compensating the customer with a $200.00 refund and he isn’t
clear as to where the additional $12.00 came in as stated in this complaint. The
confusion the customer is experiencing is due to the fact that they have chosen
to continually involve our base level of Customer Care agents (who are not appropriately
coached to have knowledge of the confusing transaction type that has taken
place here) and reach out to third party channels such as social media and the
Revdex.com.
From what I have gained the customer was originally provided with
an offer of a $200.00 gift card to be applied to her pending sales order (which
she has stated in her first sentence listed via Revdex.com) and authorization to waive
of the delivery fee (which remains an extremely generous offer on Bill’s part).
The customer was faced with needing to wait on delivery so that
these funds could be applied to the pending sales order and the customer made
the choice to keep an upcoming delivery date and pay forth the additional
monies needed so they could take delivery on their choice date.
Bill indicates that he and the customer agreed that he would
refund the $200.00 the customer paid in towards the order (so that she could keep
the delivery date she wanted) after the delivery had taken place. It takes time
for our accounting team to apply funds to any open order and as this was not
going to work in this customer’s specific case Bill had to create certain
paperwork using his authority to properly execute all transactions. This
paperwork is being processed in a special format for this specific customer so
to many base level customer care agents the paperwork can and will look like a
store gift card while its in process.
This customer is in fact –not receiving a gift card for store
credit and Bill has confirmed with me directly that once our accounting team
has approved all paperwork and uploaded the necessary funds he will be
refunding the delivery fee of $129.99 and the $200.00 additional accommodation
amount.
In speaking with Bill today he has advised me that he just talked
to the customer directly on 10.29.2015 (yesterday) and confirmed that he is in
the process of getting her refunds taken care of. He has explained to the
customer that it is not proactive for her to continue to involve other agents
or third parties as he is fully briefed and on board with resolving her account
concerns.
Please advise the customer that it is recommended that she
continue to work directly with Bill as he is properly taking care of the
agreements made. We do apologize that these processes can take time and
appreciate the customer’s patience while we continue to work to close out this
concern.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14,...
2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]
Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great start. My wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushy. We looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee table. Your sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $2000. Seemed like quite a deal, and we were super excited.
Let me just take a side trip for you down memory lane, where we went furniture shopping at [redacted]. Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricing. We did buy one piece of furniture there, but finding it difficult to work with [redacted], we decided we'd branch out. For the money spent, we were expecting more, dear [redacted], we were. Sorry, maybe we just had different expectations when it comes to sales and service.
But wait, you say, this was about Bob's, wasn't it? Truth. And also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they were. We bought that sectional and tables, and set the delivery date. We were excited. My dear wife sold our old couch, and did it quite quickly and adroitly. As a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavings. We had a very easy time carrying it out, despite neither of us being furniture moving professionals. You're probably saying that isn't really germane to the story, but it sort of is. Wait for it.
So, the zero star review, where was I? Yes, the day of the delivery comes. I'm at work, but I figure they don't really need me at the house, because professional movers. Professional Movers. Delivery Guys. People who transport furniture from here to yon on a regular basis. So I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodness.
As it turns out, the Bob's delivery guys don't speak English. Like, at all. They have like 4 words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wall. To this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leave. And they do, with no worrisome sweat equity paid out by the delivery guys. Now please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoever. And a supposed "professional delivery team" refused to put furniture in that same space????
My dear wife calls me and tells me about this fine turn of events, and it is certainly frustrating. When I leave work I stop by Bob's showroom and attempt to find out what's going on. They tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all out. So I try to call that guy, with no luck. I try to call him the next day, also with no luck. I do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to them. So after the second day of nobody really caring, I call and cancel the order.
So now Bob's has spent actual money driving their furniture around, but nobody's paying for it. In addition, they don't seem all that worked up about losing my money. (Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $2000 and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basement. Enter [redacted] where I pick up a $20 chair to spell me in the interim. Shame on you, Bob's. Shame.
So a week later we go to [redacted]. We have a very similar showroom experience to Bob's. 100% customer service there too. But we're suspicious. Darn suspicious. We have had a very similar transaction when it comes to buying a sectional. (Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yes. I ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they have. I ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopeful.
The day of the [redacted] delivery comes. The delivery guys show up when they say they will. They survey the landscape, set up the path to get the furniture in the door, and do it. No silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my house. Once the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfaction. Once I do that, he calls customer service and hands me the phone. The customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etc. At the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and install. We shook hands, I tipped them, and told them to have a nice weekend. Best furniture delivery experience ever!
And so there you have it. That's why this review is both a zero star review of Bob's, and a five star review of [redacted]. The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
Good Afternoon Revdex.com-
This issue came to our attention...
through our corporate
office, we have reached out to the customer directly to discuss our offer of
resolution. The customer has accepted
our offer. We thank the Revdex.com for bringing
this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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.
After I also posted a complaint on Bob's Facebook page I was finally contacted by Bob's customer care personal and they apologize for all the problems I was having and they are sending a replacement on the sofa bed.
Sincerely,
[redacted]
size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and
I am not able to locate any purchase that matches.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Good Afternoon Revdex.com,
We are very sorry for any concerns that
[redacted] is currently experiencing with her product and stand behind the value
of the products and protection plan we sell our customers. As
[redacted] has stated it is considered normal for the seats of any sofa that is regularly
used to suffer a loss of resiliency over time and this sofa has been in use for
over one year.
As [redacted] is not reporting a factory
defect concern and the Bobs Discount Furniture Guarantee on [redacted]’s sofa
expired on 05.07.2014, the technician that was dispatched to [redacted]’s home on
8.28.2014 (at no charge to her) was done as a courtesy because she is our
valued customer. Upon arriving to [redacted]’s home our technician found [redacted]’s
merchandise has endured several concerns of customer caused damages. Please see
the photos that I have attached outlining the current staining, tearing, and
rip that is present on this merchandise.
Regardless of warranty status Bobs Discount
Furniture is open to listening to our customer’s concerns and researching all
avenues available to us to help our customers resolve problems with their
product in a fair manner. Unfortunately we are unable to take responsibility for
damages that occur beyond our control and there is a reasonable expectation
that the merchandise you are making a claim for has been kept in good condition
prior to our technician being dispatched to see if we can rectify the concern
at no charge to our customer. As a result of all facts presented in this case
regretfully Bobs Discount Furniture is unable to provide replacement parts for
this concern.
I spent time researching all avenues of our
customer’s account to ensure that she was receiving the best care possible for
her concern and I even tried to get the Guardian denial overturned on our customer’s
behalf. Please see the first photo in the attached document as this photo
displays a solvent stain and a tear from the customer attempting to clean a
beverage spill. As Guardian covers accidents the juice stain itself would be a
covered accident under the protection plan however a furniture insurance
company cannot be held liable for the type of cleaner a customer deliberately
applies to their merchandise and the reaction that cleaner has on the material
makeup of the product.
The manufacturer of this product does offer
parts such as the seat cores and casings at a cost outside of the warranty
period to our customers. If [redacted] wished to she can make a purchase of new
seat casings and cores to correct the normal wear/tear and customer caused
damage concerns she is currently experiencing. A seat casing (new material) can
be purchased for $65.00 a piece and a seat core (new foam inside) can be
purchased for $50.00 a piece.
Please ask that [redacted] contact us by phone
at ###-###-#### if she would like to set up this purchase part order. Bobs
Discount Furniture truly wishes to help every customer who has a concern and we
are very sorry that we are unable to cover the cost of further recourse for
these damages.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the merchandise refund has been correctly processed
back to the customer’s credit card.
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. We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
Kindest Regards,
...⇄ /> Tracy S[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
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.
WILL ACCEPT FULL STORE CREDIT FOR PILLOWS.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience this...
bedding set is
causing our customer.
I do believe this agent’s inability to locate this account was
justified as I have just tried with all the information provided to Revdex.com and
still am unable to locate this customer’s original sales order.
Without the original sales order as reference we are unable to
verify warranty status on this set. In example we sell hundreds and thousands of
bedding sets out of our clearance channels that do not have warranty therefore
we are unable to offer service. We absolutely need the customer’s original
sales invoice in order to proceed with offering any protection that may be
available.
Regretfully I am unable to locate any account information that
matches this consumer’s complaint within our internal records.
I have looked under the name; phone number, address, and email address
provided here and locate no records.
Can you please ask the consumer to verify the invoice number
(order number) associated with their purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer
can provide the original delivery address for this merchandise or any alternate
phone numbers, purchaser names (was this mattress purchased thru a group
program?) that may bring up their account record.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service. We do support our technician and work off the reports that they submit. The technician deemed the damage in the home was not due to any manufacturing defects. Without photos to contradict what the technician has reported we would not be able to offer any recourse.
The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted]. There is no warranty for misuse or damages incurred through wear. The tech reported to us that the floor is uneven causing the wood support to warp. Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We had become aware of this issue...
through another channel. We reached out to the customer 10.11.16 with
our offer of resolution, which the customer accepted. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,...
I feel terrible after reading about this customer’s experience
with us. I don't blame our customer for
being very upset with us and on behalf of Bobs Discount Furniture I extend my
sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for our customer and
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.
We want
customers to love shopping with Bobs, so this report of a disturbing experience
with our Customer Care Associates is a concern we take very seriously. It is
inexcusable for anyone to make an agreement with a customer and not follow thru
on their agreement. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope our customer can accept our deepest
apologies. We have begun addressing the obvious coaching concerns brought to
our attention within our staff and will take appropriate action.
The
customer’s account indicates that the remaining chairs were successfully
delivered on 1.23.2016.
We have the
following offers for compensation available for our customer to review:
Option #1:
We will
arrange to have a $75.00 Bobs Discount Furniture Gift Card mailed to our
customer (this normally takes approx. 7-10 business days to receive from the
date of request).
-Or-
Option #2:
We will
submit a refund request in the amount of $50.00 to the customer’s original
method of payment (Financing Account).
Please
ask our customer to review our options for compensation and respond with which
option they would like to move forward with. I apologize again that our
customer and their family experienced any inconvenience due to our failures in
care.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon [redacted],...
I apologize that you are disappointed with the chairs you have
purchased from Bobs Discount Furniture. I understand how annoying it can be to
try and work in between two companies to resolve your concerns and I assure you
that Bobs Discount Furniture truly wishes to help every customer who has a
concern.
Our records reflect that you took delivery of these chairs on
04.07.2010 and first made us aware of your concern almost four (4) years later
on 1.20.2014. After reviewing the photos our service technician took while at
your residence on 1.29.2014 it is apparent that the damages to these chairs are
of a massive accumulated nature. I have attached the photos to this response
for reference. The ‘Goof Proof’ protection plan you purchased offers coverage
against one time accidental damages and will not cover you for the amount of
accumulated wear and tear these chairs have suffered. In order for the
protection plan to remain fair for all consumers there are exceptions to the
amount of coverage offered and there is an expectation that the merchandise
covered under this protection should be upheld in reasonable condition. Given
the current condition of your chairs, and the fact that there are several
missing parts such as chair rungs and buttons, I cannot be confident that you
started to notice this happening over the past few weeks alone. The damage you
are experiencing is not the result of one accidental occurrence and is not
caused by a factory defect, while we sincerely wish to resolve all of our
customers concerns Bobs Discount Furniture or Guardsman cannot take
responsibility for the amount and level of collective concerns these chairs are
reflecting.
As an extreme courtesy and because Bobs Discount Furniture
genuinely cares on a level that is above and beyond any other furniture
retailer we can offer to replace three (3) of the six (6) chairs for you. We
will exchange these three (3) chairs at no cost to you as a courtesy. Please
let me know how you would like to proceed by responding to me through this
channel.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning...
Cheryl-
We are sincerely sorry for
all of the issues you have experienced with this table. I absolutely agree you are entitled to a
refund under our policy. I have changed
the return that is set up for you and scheduled for 4/7/16. We do not keep customer credit card
information on file, so you would need to call the store today or early
tomorrow to add the credit card number to prevent any delay in the refund
process. In an effort to be fair I have
included half of the original delivery fee paid in the refund as well.
We will absolutely take it
back for a refund.
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 pick up is completed
and the credit card number is entered into the transactions the refund(s)
should process back to you within 5-7 business days.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information and complete the processing.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
New Roman" size="3">
While we apologize that our customer is experiencing
any disappointment with the procedures from the [redacted] company it doesn’t
seem as though our business has been given any opportunity to address this
customer’s concern prior to them posting to the Revdex.com.
Can you please ask the customer to submit photos of
the damage and their accidental report to us thru the Revdex.com channel that they
have selected to open? We will review their evidence and documentation and
advise what we may be able to do to
assist further after receiving the requested documentations. All the information they have posted to you
thus far is in reference to the [redacted] company and not our company directly.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
s the pieces on
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.1.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was in the home to a
7.27.16. The technician reported back to
us that the pieces are normal and up to standards. He did submit photos of the pieces that support
this report. We would not be offering a
replacement on pieces that have no manufacturing defects.
I have attached the photos the technician took and a copy of
the [redacted] Plus flyer the customer was given at time of purchase, for
review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning [redacted],
I apologize
to you again, I am truly very sorry you had such a poor overall experience with
us and we would like to offer you a couple different options for compensation
as a form of further apology from us. Please respond to me thru this channel
and let me know which option you would prefer and I will process it for you
accordingly.
Option 1:
We can provide you with a Bobs Discount Furniture Gift Card in the amount
of $99.99 which is the price you originally paid us for your delivery fee.
-OR-
Option 2:
We can provide you with a monetary refund for ½ of the price you paid for
your delivery fee and the remaining ½ will be returned to you in the form of a
Bobs Discount Furniture Gift Card.
We do hope
that you will give us another chance to earn your trust back in our business
and we do have many cash and carry items that can be purchased with either of
our valuable Bobs Gift Card offers.
Warmest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
size="3">
Please pass on our apologies for any confusion our customer is
experiencing as a result of communications from multiple departments.
I just spoke with the associate (Bill) who is referenced in this
complaint. (It is 11:00a on 10.30.2015).
Bill has explained to me that he is compensating the customer with a $200.00 refund and he isn’t
clear as to where the additional $12.00 came in as stated in this complaint. The
confusion the customer is experiencing is due to the fact that they have chosen
to continually involve our base level of Customer Care agents (who are not appropriately
coached to have knowledge of the confusing transaction type that has taken
place here) and reach out to third party channels such as social media and the
Revdex.com.
From what I have gained the customer was originally provided with
an offer of a $200.00 gift card to be applied to her pending sales order (which
she has stated in her first sentence listed via Revdex.com) and authorization to waive
of the delivery fee (which remains an extremely generous offer on Bill’s part).
The customer was faced with needing to wait on delivery so that
these funds could be applied to the pending sales order and the customer made
the choice to keep an upcoming delivery date and pay forth the additional
monies needed so they could take delivery on their choice date.
Bill indicates that he and the customer agreed that he would
refund the $200.00 the customer paid in towards the order (so that she could keep
the delivery date she wanted) after the delivery had taken place. It takes time
for our accounting team to apply funds to any open order and as this was not
going to work in this customer’s specific case Bill had to create certain
paperwork using his authority to properly execute all transactions. This
paperwork is being processed in a special format for this specific customer so
to many base level customer care agents the paperwork can and will look like a
store gift card while its in process.
This customer is in fact –not receiving a gift card for store
credit and Bill has confirmed with me directly that once our accounting team
has approved all paperwork and uploaded the necessary funds he will be
refunding the delivery fee of $129.99 and the $200.00 additional accommodation
amount.
In speaking with Bill today he has advised me that he just talked
to the customer directly on 10.29.2015 (yesterday) and confirmed that he is in
the process of getting her refunds taken care of. He has explained to the
customer that it is not proactive for her to continue to involve other agents
or third parties as he is fully briefed and on board with resolving her account
concerns.
Please advise the customer that it is recommended that she
continue to work directly with Bill as he is properly taking care of the
agreements made. We do apologize that these processes can take time and
appreciate the customer’s patience while we continue to work to close out this
concern.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14,...
2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]
Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great start. My wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushy. We looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee table. Your sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $2000. Seemed like quite a deal, and we were super excited.
Let me just take a side trip for you down memory lane, where we went furniture shopping at [redacted]. Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricing. We did buy one piece of furniture there, but finding it difficult to work with [redacted], we decided we'd branch out. For the money spent, we were expecting more, dear [redacted], we were. Sorry, maybe we just had different expectations when it comes to sales and service.
But wait, you say, this was about Bob's, wasn't it? Truth. And also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they were. We bought that sectional and tables, and set the delivery date. We were excited. My dear wife sold our old couch, and did it quite quickly and adroitly. As a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavings. We had a very easy time carrying it out, despite neither of us being furniture moving professionals. You're probably saying that isn't really germane to the story, but it sort of is. Wait for it.
So, the zero star review, where was I? Yes, the day of the delivery comes. I'm at work, but I figure they don't really need me at the house, because professional movers. Professional Movers. Delivery Guys. People who transport furniture from here to yon on a regular basis. So I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodness.
As it turns out, the Bob's delivery guys don't speak English. Like, at all. They have like 4 words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wall. To this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leave. And they do, with no worrisome sweat equity paid out by the delivery guys. Now please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoever. And a supposed "professional delivery team" refused to put furniture in that same space????
My dear wife calls me and tells me about this fine turn of events, and it is certainly frustrating. When I leave work I stop by Bob's showroom and attempt to find out what's going on. They tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all out. So I try to call that guy, with no luck. I try to call him the next day, also with no luck. I do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to them. So after the second day of nobody really caring, I call and cancel the order.
So now Bob's has spent actual money driving their furniture around, but nobody's paying for it. In addition, they don't seem all that worked up about losing my money. (Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $2000 and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basement. Enter [redacted] where I pick up a $20 chair to spell me in the interim. Shame on you, Bob's. Shame.
So a week later we go to [redacted]. We have a very similar showroom experience to Bob's. 100% customer service there too. But we're suspicious. Darn suspicious. We have had a very similar transaction when it comes to buying a sectional. (Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yes. I ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they have. I ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopeful.
The day of the [redacted] delivery comes. The delivery guys show up when they say they will. They survey the landscape, set up the path to get the furniture in the door, and do it. No silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my house. Once the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfaction. Once I do that, he calls customer service and hands me the phone. The customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etc. At the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and install. We shook hands, I tipped them, and told them to have a nice weekend. Best furniture delivery experience ever!
And so there you have it. That's why this review is both a zero star review of Bob's, and a five star review of [redacted]. The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
Good Afternoon Revdex.com-
This issue came to our attention...
through our corporate
office, we have reached out to the customer directly to discuss our offer of
resolution. The customer has accepted
our offer. We thank the Revdex.com for bringing
this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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.
After I also posted a complaint on Bob's Facebook page I was finally contacted by Bob's customer care personal and they apologize for all the problems I was having and they are sending a replacement on the sofa bed.
Sincerely,
[redacted]
size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and
I am not able to locate any purchase that matches.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison