Good Morning Revdex.com,
face="Calibri" size="3">We responded to the concern directly to this customer’s
email from our offices today (Tuesday, July 28, 2015 10:29 AM).
Regretfully there is no record of
the initial phone call that this claimant alleges to have reported on day of
delivery (7.08.2015). The first record we have of any property damage report is
from nineteen days after delivery. In an
effort to help this claimant move forward we have filed the property claim as
of today 7.28.2015 and following all normal property claim processing
procedures the claim has been sent to the third party trucking company who
allegedly caused this damage.
We assure the claimant that their concern as reported on
7.27.2015 has been correctly filed with the third party trucking company
involved and we will ensure the obvious coaching concerns presented are
addressed accordingly.
As this property claim is being handled by the trucking company
that caused the damages, the claimant can expect follow up from that third
party and not Bobs Discount Furniture directly. This trucking company is owed a
fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
I have personally ensured that the trucking company involved is
aware of this claimant’s concern and need for follow up. I have provided the
third party with the customer’s contact information as it was provided to the
Revdex.com.
Should the customer wish to speak with the party directly handling
their claim I have listed the appropriate contact information below:
[redacted]
Office
Administrator
[redacted] Companies
[redacted] [redacted]
[redacted]
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October 2013 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. This
was not reported as an accident. Lying
on the bed is not an accident, so the claim was denied. If this customer had called it in as damage
done while vacuuming, that probably would have been covered.
When it was reported to us the [redacted] would not be able to
cover this claim a member of the executive team called this customer 4.29.16
and left a message that we were looking to schedule a service to see if we did
have any options on the bed rails and the damage to a chest that was also
reported. This customer chose not to
return our call and schedule the tech.
When the customer called in 6.30.16 and requested to speak with a
department lead, that lead again offered to schedule the service, the customer
refused.
This bed is no longer available from the manufacturer. The rail can not be replaced. If that was an option, it would have already
been offered. We can not offer any
options if this customer does not allow us to inspect the piece to see if there
is any manufacturing defects, or any way to repair it.
If this customer would instead like us to refund the money
paid on this order for the [redacted] protection plan, I will grant that
request and process the refund for $129.99.
This will eliminate all warranties and protection plans on this order.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Please pass on our deepest apologies for any inconvenience we may have
caused this customer or his father during their overall 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 addresses provided here
and find no records. We are more than willing to look into this claimant’s
concerns further however we first need to verify multiple points of occurrence
and merchandise prior to being able to respond directly through your mediation
channel.
Can you please ask the consumer to verify the invoice number (order
number) associated with their father’s 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 not readily available please ask if the
customer can provide the original delivery address for this merchandise or his
father’s name and phone number so that I can access these 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,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased [redacted] PIECE LEFT ARM FACING SECTIONALSet includes left arm facing sofa, right arm facing chaise, and ottoman. 100% Bonded leather everywhere the body touches, polyurethane match.
the bonded leather is peeling very badly, on the right arm chaise. The ottermen & sofa is perfect. Leather doesnt peel I tried to post pictures. Not sure what leather is used, what a joke leather dont peel. [redacted]BUYER BEAWARE[redacted]
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
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.
Good Morning Revdex.com,
FONT-FAMILY: "Verdana", "sans-serif"'>We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. Guardsman is a third party company that we have, for many years, experienced a vast amount of approved claims through.
Our records do not indicate that our business (Bobs Discount Furniture) has had any interaction with this customer since the delivery date that occurred nearly five (5) years ago.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardsman 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 Guardsman is continually sending these documents as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service expected from the Guardsman company and are willing to look into this claim further and dispute the claim with Guardsman on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage. As this merchandise has been in the home for such a long period of time (5 Years) and is very far out of any warranty/responsibility period thru Bobs Discount Furniture directly, we require a detailed photo submission so that we can enter into a dispute should it be deemed suitable.
To move forward please advise the customer that we require the minimum pictures (in color) as listed below for each item that is listed in the report to Guardian. I have listed some detail below to ensure our request is specifically notated:
Photos of the Sofa Sectional Requested:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional.
- 1 Picture that clearly shows the damage marks at close range (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
-1 Picture that clearly shows the damage marks at a distance (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
We will review these photos and respond with what, if any, options for resolution we may have to offer this customer.
Kind 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.
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]
Complaint: [redacted]
I am rejecting this response because:
I had to paid someone to remove the old bedding . I should not had to make a complaint . Your delivery people should know what that one one there job to do is to remove the bedding. Before they set up. Let Bob know that they lost a customer and I also will let my friends and family not to buy any thing from there stores.
NOT A HAPPY CUSTOMER. VERY DISAPPOINT CUSTOMER.
Since I had to Pay someone to remove my old bedding. When it should had been taking a wait when they came to bring the new BEDDING.
NEXT TIME I GO SOME WHERE ELSE,WHERE THEY TREAT THEERE CUSTOMER BETTER. Never experience this issue before.
Sincerely,
[redacted]
Good Afternoon[redacted],
I am so sorry to learn of the disappointment you...
are experiencing with the
living room set you purchased from us. We stand behind the quality of our
products and the integrity of our business, we consider our customer’s
continued satisfaction to be the reason we continue to grow at such a rapidly
positive rate.
Upon further review of your case an executive decision has been made to provide
you with a store credit based on the price you paid for this living room
furniture. The five year protection plan you purchased thru us covers the cost
of replacing your merchandise one time, therefore should you choose to accept
this offer of replacement please consider the terms of your original protection
plan completely fulfilled.
I have created the store credit within your customer record and this credit is
active for your use as of today (1.26.2015) thru the next two months
(3.26.2015).
Please visit one of our showrooms to select a new set of
furnishings that will better meet your expectations of quality, when we deliver
the newly selected merchandise to you we will expect to remove the current
merchandise you have in your possession on that same date.
For your records the internal credit number your funds can be
accessed under is [redacted] and the total credit available to you is $ 1,048.95.
I apologize again for the time you have had to spend seeking resolution to this
concern and thank you for providing us with an opportunity to make it right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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 Afternoon Revdex.com-
We are very sorry for this customer’s...
poor experience. The set purchased does have some
configurations that are listed at the $799 price point. The configuration the customer chose is a
higher priced option. We are very sorry
if the salesperson did not make that clear.
We have offered the customer the options we have
available. We do have other pieces that
can be delivered for this set. We have
offered to pick up the piece in the home for a refund due to our failure or the
customer can choose a reselection to another set.
We are very sorry for the inconvenience this has
caused.
Complaint: [redacted]
I am rejecting this response because:
Per response from Bob's, I am attaching pictures for Bob's to review the manufacturing defect to further advise. Please see attached.
Sincerely,
[redacted]
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
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smooth. This is definetly a crack, which just appeared. I still cant understand how a person, without actually looking at the material, and not a 2 D photo, can determine the origin.
Sincerely,[redacted]
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
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused the team to be
routed for a later delivery. We do see
that this customer has since accepted a $50 gift card as compensation for this
error. We are very sorry that we caused
this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Purchased a sofa set and bunk bed (for $3000 plus) from Bobs and have purchased their additional [redacted] plan for mental peace. Problem started with wrong bunk bed sentt, which we fortunately rejected, and after all the wait we finally got a replacement.
However, the Sofa' we got were recliners and 2 weeks into the usage, it stopped reclining. After all the wait and frustration we ended up getting a technician to come out and verify it was faulty, but they will NOT change the sofa. He ordered some replacement parts, which was possibly coming from china and it took over 2 months(I was never informed), so frustrating. After all the inconvenience and frustration went through, we had little to no help and had to fight with customer service(several calls) to get it all done. I hope Revdex.com flags them with 92% negative ratings(143 review) with over 1722 complains. These people promises but never delivers.
Beware and save yourself some trouble & go somewhere else with better customer service.
Good Morning Revdex.com,
face="Calibri" size="3">We responded to the concern directly to this customer’s
email from our offices today (Tuesday, July 28, 2015 10:29 AM).
Regretfully there is no record of
the initial phone call that this claimant alleges to have reported on day of
delivery (7.08.2015). The first record we have of any property damage report is
from nineteen days after delivery. In an
effort to help this claimant move forward we have filed the property claim as
of today 7.28.2015 and following all normal property claim processing
procedures the claim has been sent to the third party trucking company who
allegedly caused this damage.
We assure the claimant that their concern as reported on
7.27.2015 has been correctly filed with the third party trucking company
involved and we will ensure the obvious coaching concerns presented are
addressed accordingly.
As this property claim is being handled by the trucking company
that caused the damages, the claimant can expect follow up from that third
party and not Bobs Discount Furniture directly. This trucking company is owed a
fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
I have personally ensured that the trucking company involved is
aware of this claimant’s concern and need for follow up. I have provided the
third party with the customer’s contact information as it was provided to the
Revdex.com.
Should the customer wish to speak with the party directly handling
their claim I have listed the appropriate contact information below:
[redacted]
Office
Administrator
[redacted] Companies
[redacted] [redacted]
[redacted]
Good Afternoon Revdex.com-
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October 2013 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. This
was not reported as an accident. Lying
on the bed is not an accident, so the claim was denied. If this customer had called it in as damage
done while vacuuming, that probably would have been covered.
When it was reported to us the [redacted] would not be able to
cover this claim a member of the executive team called this customer 4.29.16
and left a message that we were looking to schedule a service to see if we did
have any options on the bed rails and the damage to a chest that was also
reported. This customer chose not to
return our call and schedule the tech.
When the customer called in 6.30.16 and requested to speak with a
department lead, that lead again offered to schedule the service, the customer
refused.
This bed is no longer available from the manufacturer. The rail can not be replaced. If that was an option, it would have already
been offered. We can not offer any
options if this customer does not allow us to inspect the piece to see if there
is any manufacturing defects, or any way to repair it.
If this customer would instead like us to refund the money
paid on this order for the [redacted] protection plan, I will grant that
request and process the refund for $129.99.
This will eliminate all warranties and protection plans on this order.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
size="3">
Please pass on our deepest apologies for any inconvenience we may have
caused this customer or his father during their overall 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 addresses provided here
and find no records. We are more than willing to look into this claimant’s
concerns further however we first need to verify multiple points of occurrence
and merchandise prior to being able to respond directly through your mediation
channel.
Can you please ask the consumer to verify the invoice number (order
number) associated with their father’s 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 not readily available please ask if the
customer can provide the original delivery address for this merchandise or his
father’s name and phone number so that I can access these 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,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased [redacted] PIECE LEFT ARM FACING SECTIONALSet includes left arm facing sofa, right arm facing chaise, and ottoman. 100% Bonded leather everywhere the body touches, polyurethane match.
the bonded leather is peeling very badly, on the right arm chaise. The ottermen & sofa is perfect. Leather doesnt peel I tried to post pictures. Not sure what leather is used, what a joke leather dont peel. [redacted]BUYER BEAWARE[redacted]
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
I wouldn't put a dog on your Perfection mattress.
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 Morning Revdex.com,
FONT-FAMILY: "Verdana", "sans-serif"'>We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. Guardsman is a third party company that we have, for many years, experienced a vast amount of approved claims through.
Our records do not indicate that our business (Bobs Discount Furniture) has had any interaction with this customer since the delivery date that occurred nearly five (5) years ago.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardsman 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 Guardsman is continually sending these documents as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service expected from the Guardsman company and are willing to look into this claim further and dispute the claim with Guardsman on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage. As this merchandise has been in the home for such a long period of time (5 Years) and is very far out of any warranty/responsibility period thru Bobs Discount Furniture directly, we require a detailed photo submission so that we can enter into a dispute should it be deemed suitable.
To move forward please advise the customer that we require the minimum pictures (in color) as listed below for each item that is listed in the report to Guardian. I have listed some detail below to ensure our request is specifically notated:
Photos of the Sofa Sectional Requested:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional.
- 1 Picture that clearly shows the damage marks at close range (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
-1 Picture that clearly shows the damage marks at a distance (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).
We will review these photos and respond with what, if any, options for resolution we may have to offer this customer.
Kind 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.
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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I had to paid someone to remove the old bedding . I should not had to make a complaint . Your delivery people should know what that one one there job to do is to remove the bedding. Before they set up. Let Bob know that they lost a customer and I also will let my friends and family not to buy any thing from there stores.
NOT A HAPPY CUSTOMER. VERY DISAPPOINT CUSTOMER.
Since I had to Pay someone to remove my old bedding. When it should had been taking a wait when they came to bring the new BEDDING.
NEXT TIME I GO SOME WHERE ELSE,WHERE THEY TREAT THEERE CUSTOMER BETTER. Never experience this issue before.
Sincerely,
[redacted]
Good Afternoon[redacted],
I am so sorry to learn of the disappointment you...
are experiencing with the
living room set you purchased from us. We stand behind the quality of our
products and the integrity of our business, we consider our customer’s
continued satisfaction to be the reason we continue to grow at such a rapidly
positive rate.
Upon further review of your case an executive decision has been made to provide
you with a store credit based on the price you paid for this living room
furniture. The five year protection plan you purchased thru us covers the cost
of replacing your merchandise one time, therefore should you choose to accept
this offer of replacement please consider the terms of your original protection
plan completely fulfilled.
I have created the store credit within your customer record and this credit is
active for your use as of today (1.26.2015) thru the next two months
(3.26.2015).
Please visit one of our showrooms to select a new set of
furnishings that will better meet your expectations of quality, when we deliver
the newly selected merchandise to you we will expect to remove the current
merchandise you have in your possession on that same date.
For your records the internal credit number your funds can be
accessed under is [redacted] and the total credit available to you is $ 1,048.95.
I apologize again for the time you have had to spend seeking resolution to this
concern and thank you for providing us with an opportunity to make it right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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 Afternoon Revdex.com-
We are very sorry for this customer’s...
poor experience. The set purchased does have some
configurations that are listed at the $799 price point. The configuration the customer chose is a
higher priced option. We are very sorry
if the salesperson did not make that clear.
We have offered the customer the options we have
available. We do have other pieces that
can be delivered for this set. We have
offered to pick up the piece in the home for a refund due to our failure or the
customer can choose a reselection to another set.
We are very sorry for the inconvenience this has
caused.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
Per response from Bob's, I am attaching pictures for Bob's to review the manufacturing defect to further advise. Please see attached.
Sincerely,
[redacted]
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
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smooth. This is definetly a crack, which just appeared. I still cant understand how a person, without actually looking at the material, and not a 2 D photo, can determine the origin.
Sincerely,[redacted]
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
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused the team to be
routed for a later delivery. We do see
that this customer has since accepted a $50 gift card as compensation for this
error. We are very sorry that we caused
this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Purchased a sofa set and bunk bed (for $3000 plus) from Bobs and have purchased their additional [redacted] plan for mental peace. Problem started with wrong bunk bed sentt, which we fortunately rejected, and after all the wait we finally got a replacement.
However, the Sofa' we got were recliners and 2 weeks into the usage, it stopped reclining. After all the wait and frustration we ended up getting a technician to come out and verify it was faulty, but they will NOT change the sofa. He ordered some replacement parts, which was possibly coming from china and it took over 2 months(I was never informed), so frustrating. After all the inconvenience and frustration went through, we had little to no help and had to fight with customer service(several calls) to get it all done. I hope Revdex.com flags them with 92% negative ratings(143 review) with over 1722 complains. These people promises but never delivers.
Beware and save yourself some trouble & go somewhere else with better customer service.