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
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 Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the end of the first week of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 11.3.16 and we will return the delivery fee after we have successfully
completed to the customer
Or a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The delay was
not due to the miscommunication with the Goof Proof plan. The customer would have received a call from
the store regarding the delay and not being able to fulfill our delivery.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
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]
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 Afternoon [redacted],
face="Times New Roman" size="3">
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
I have reached out to this customer directly as of (10.30.2015)
and Mrs. [redacted] has been provided with all of my direct contact information.
After our conversation Mrs. [redacted] asked that I email her with
the details of what we are able to offer for resolution to this concern and I have
included a copy of the email sent for your review on this claim:
[redacted]
From:
G[redacted], Stephanie Sent: Friday, October 30, 2015 1:00 PMTo: '[redacted].COM'Subject: In response to your concern: Customer No: [redacted]
Good Afternoon Mrs.
[redacted],
I do hope you can
accept our deepest apologies for the poor experience you and your family have
endured with this purchase.
As briefly discussed
with you this afternoon:
If we are permitted
the opportunity to earn your trust back in our business by re-instating your
original sales order we will waive the associated delivery fee associated with
this order as our apology for our failure.
I have checked
inventory and see that all items on your original ticket are available to ship
from our distribution center.
**Please note – if you made package substitutions with your sales person I can
not see those since the order has been rejected and would ask that you confirm
with me item by item what it is you were expecting for delivery should you wish
to reinstate your order**.
**Please also note – all payments are to be taken by our retail locations so if
we are able to start earning your trust back we will need to get the order into
the system and your retail location involved in this process as soon as
possible**
As of right now the
soonest available date to schedule your delivery is 11.04.2015 (Wed). If you
were to select this date we could also make a time frame request (you tell me
what four hour time window works best) with our routing department in an effort
to accommodate you further.
There is a chance, I
say a chance as your order would need to be fully reinstated for our routing
department to even consider this option, that we may be able to get you added
on for delivery on 11.03.2015 (Tues). If you selected this option we would be
unable to make a time frame request as we would be putting your merchandise
onto the first available (and not completely filled) truck scheduled to be out
in your area.
Again I apologize for
the terrible impression you have been left with and I don’t blame you for being
as upset with us as you are.
I look forward to
communicating with you again and if you prefer my direct telephone number is
###-###-####.
[redacted]
I am currently waiting on the customer’s follow up communication
to me.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After...
researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]
Good Afternoon
italic;">[redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records further indicate that your order was canceled on
5/16/16. The refund was sent over to
[redacted] on 5/17/16. Per [redacted] policy
this does normally take 3-5 business days to post back to a customer’s
account. This is their policy, not
Bob’s. As much as we would like to be
able to, we can not force them to return funds any differently then what is
stated on their own website. Please see
attached, I copied their policy where it does clearly state 3-5 business days.
I would expect that the funds be
completely reallocated to your method of payment by this Wednesday (5.25.2016),
if this is not the case, please feel welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more – the funds have been completely released from our end
and at this time, you are waiting on the refund due to the processing time associated with [redacted].
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back
in our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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
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.
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 under
the address, but a different name, there is a purchase from May 2011, which
does not match this complaint.
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 phone number 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.
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 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
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 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
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 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
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 Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the end of the first week of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 11.3.16 and we will return the delivery fee after we have successfully
completed to the customer
Or a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The delay was
not due to the miscommunication with the Goof Proof plan. The customer would have received a call from
the store regarding the delay and not being able to fulfill our delivery.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
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]
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 Afternoon [redacted],
face="Times New Roman" size="3">
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
I have reached out to this customer directly as of (10.30.2015)
and Mrs. [redacted] has been provided with all of my direct contact information.
After our conversation Mrs. [redacted] asked that I email her with
the details of what we are able to offer for resolution to this concern and I have
included a copy of the email sent for your review on this claim:
[redacted]
From:
G[redacted], Stephanie Sent: Friday, October 30, 2015 1:00 PMTo: '[redacted].COM'Subject: In response to your concern: Customer No: [redacted]
Good Afternoon Mrs.
[redacted],
I do hope you can
accept our deepest apologies for the poor experience you and your family have
endured with this purchase.
As briefly discussed
with you this afternoon:
If we are permitted
the opportunity to earn your trust back in our business by re-instating your
original sales order we will waive the associated delivery fee associated with
this order as our apology for our failure.
I have checked
inventory and see that all items on your original ticket are available to ship
from our distribution center.
**Please note – if you made package substitutions with your sales person I can
not see those since the order has been rejected and would ask that you confirm
with me item by item what it is you were expecting for delivery should you wish
to reinstate your order**.
**Please also note – all payments are to be taken by our retail locations so if
we are able to start earning your trust back we will need to get the order into
the system and your retail location involved in this process as soon as
possible**
As of right now the
soonest available date to schedule your delivery is 11.04.2015 (Wed). If you
were to select this date we could also make a time frame request (you tell me
what four hour time window works best) with our routing department in an effort
to accommodate you further.
There is a chance, I
say a chance as your order would need to be fully reinstated for our routing
department to even consider this option, that we may be able to get you added
on for delivery on 11.03.2015 (Tues). If you selected this option we would be
unable to make a time frame request as we would be putting your merchandise
onto the first available (and not completely filled) truck scheduled to be out
in your area.
Again I apologize for
the terrible impression you have been left with and I don’t blame you for being
as upset with us as you are.
I look forward to
communicating with you again and if you prefer my direct telephone number is
###-###-####.
[redacted]
I am currently waiting on the customer’s follow up communication
to me.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After...
researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]
Good Afternoon
italic;">[redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records further indicate that your order was canceled on
5/16/16. The refund was sent over to
[redacted] on 5/17/16. Per [redacted] policy
this does normally take 3-5 business days to post back to a customer’s
account. This is their policy, not
Bob’s. As much as we would like to be
able to, we can not force them to return funds any differently then what is
stated on their own website. Please see
attached, I copied their policy where it does clearly state 3-5 business days.
I would expect that the funds be
completely reallocated to your method of payment by this Wednesday (5.25.2016),
if this is not the case, please feel welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more – the funds have been completely released from our end
and at this time, you are waiting on the refund due to the processing time associated with [redacted].
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back
in our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]
Good Afternoon Revdex.com-
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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
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
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 under
the address, but a different name, there is a purchase from May 2011, which
does not match this complaint.
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 phone number 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
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]
Dear Revdex.com,
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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
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 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
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]