Revdex.com:
We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector piece.
We are not asking for a refund at this point and want to see what (if anything) is done on the next delivery date.
We are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.
We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchase.
Please confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the delivery. Do not send anyone without confirming with my husband first. His contact information is below.
Please also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curb. We had a horrible experience with them and wish to not have a repeat episode.
[redacted]
Please replace the left arm facing cuddler chaise with the left arm facing chaise. I like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it again. There are too many people in my family to have a such a large part of our sofa unusable for such a long period of time.
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]
Hi
Thank you I did get the check on Saturday but what about the other check for the bed and table where I asked to cancel the goof proof weeks ago, I called customer service today after 1pm was hung up on then called again and the gentlemen said that the check processed 9/14 was the check requested in August so I said it takes a month for a request to go through. He said they are processing another check for the bedroom good proof but I do not know if that is true. Please do not ask me to call customer service again because I get the run around and have to be put on hold for information to be checked. Attached is the best pic I could take for the damage under the headboard. A better picture would require me to take it all apart which the delivery guys put together. They should of informed of the damage but they said if an item is not accepted on delivery date they get an incomplete. They said they have markers to fix it but a marker can not fix a damage to a headboard that has a chipped piece.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
This was the worst experience I have ever had with a company. Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery. Get a call 11:30 am and told sofa was not going to be delivered today. Spent 4 hours calling them(they repeatedly said they would call back-never did) to try and get something worked out. Now no furniture and 25 people coming for New Years Eve party! I will never do business with Bob's Furniture again.
Complaint: [redacted]I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?
Look, we just want a recliner that reclines as its supposed to. We purchased the 5 year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least 5 years. We do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-go. Please either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly.
Sincerely,
[redacted]
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
size="3">
Please pass on our sincerest apologies for the frustration and
aggravation our failures have caused our customer. We do take responsibility
for our failures while acknowledging our ownership for the aggression our
customer has communicated to various levels of our customer care organization.
Our business is making valid attempts to address and rectify all of our
customer’s concerns at this time. The customer’s account currently indicates
the following:
We presently have a part(s) order in place to address the concerns
existing on the sofa and loveseat.
A property claim is active in our system in reference to the
merchandise causing damages to the property and the customer is welcome to
email us photos of the damage along with an estimate for repair ([redacted] ) to move
this claim forward.
We have a pending exchange order set up for the bed that was
canceled from a previously scheduled delivery we were set to make (this exchange
was last canceled from a scheduled date of 10.13.2015).
On 10.7.2015 our customer spoke with one of our Call Center
Managers (Ms. M[redacted]), which is and remains the highest level of professional
available put in place and fully trusted to handle our customer’s concerns by
our business. Ms. M[redacted] has disclosed to me that she made a reasonable
apology offer (which is also reflected in her recording on 10.7.2015) to be
refunded to the customer’s original method of payment after the concerns had
been rectified. As we clearly failed our customer in the delivery processes of
both sales orders we are willing to refund the cost of the failed services to
the customer. As a further form of our apology (which is at any businesses
discretion) we have agreed to refund an additional $150.00 to the customer’s
method of payment. Ms. M[redacted] has further disclosed to me that she provided
our customer with her direct phone number so that she could ensure this
agreement was processed to the customer after the scheduled delivery we had in
place to exchange the bed was met with a satisfactory result (please note as
indicated above –we had this resolution scheduled to occur on 10.13.2015 and it
was canceled the day prior to its arrival).
The above
resolutions for damaged product replacement parts and/or full replacement along
with our apology offer are still options we consider active for resolution. If
the customer allows us to-we are happy to continue our pursuit of correcting
the merchandise concerns and apologizing to our customer with compensation
after we have been able to earn their satisfaction in the original products
selected.
Again – We take ownership for the disappointments we have caused
and should the customer wish to return
the merchandise they currently have, (we would schedule a delivery team
to remove the merchandise) we will work far beyond our stated policies and
agree to provide them with a full refund of each sales purchase price once the
merchandise has been fully check into our distribution center.
Please note: The Property Claim
is considered a separate entity from the sales order so even with the option
for return to refund we still require the documentation requested (above) to
assist with the property claim.
In response to this statement (made by customer):
“If
there is a concession that can be made, it would be gladly received.”
Our business is willing to discuss options for what we will refer
to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,
and bed. Please let us make it clear that this is not the route we see best for
our customer and while resolving our customer’s concerns is certainly our main
focus – providing a partial refund percentage of the cost paid for these items
does not seem like a caring avenue for resolution when our customer is stating
that the current bed they have is unusable.
If the options we currently have in place or the removal for full
refund are not acceptable avenues of recourse for our customer to consider and
they are still seeking a partial refund (concession to keep) we are happy to
explore that option after viewing pictures (sent to Revdex.com) of the concerns
currently present.
As the customer is agreeing to keep the item with these damages should a partial refund be
processed, it is only to their benefit to allow us the opportunity to see the
damages present.
If the customer would like to us to review the partial refund option in more
depth (concession to keep) we request that they send thru Revdex.com a minimum of
three photos for each concern they are requesting concession options for:
-One photo of the entire piece at a distance
-One photo that shows the damages at a distance
-One photo that shows the damages from close range
We will review these photos and respond with what option(s) for concession to
keep we have available.
In conclusion, our business has several avenues available
(some currently active and in process) to assist our customer in moving forward
and we are making an enormous effort to honor our customer’s demands while
continuing to operate under business terms that keep all resolutions fair for
all consumers alike. We agree that we have failed our customer and seek to make
these failures right by our customer even if that means working beyond our
normal procedures.
We look forward to hearing back from our customer via this
mediation channel they have selected to open and apologize again for all the
time they have spent seeking resolution to these furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and
I see a desk that was picked up in January and the Greyson set that has not
been delivered. I do not see any
comments that you have called or have reported any damages to customer care ###-###-####.
Can you please ask the consumer to verify the invoice number (order number) associated
with their purchase so that I can proceed in assisting on this complaint
further? They can locate this order number via the sales receipt provided
at the time of purchase.
If the invoice number is
unavailable please ask if the customer can provide the original delivery
address for this merchandise or any alternate phone numbers that may bring up
their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Complaint: [redacted]
I am rejecting this response because:
I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $80. That is not acceptable to me. Not only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versio. Of the contract before I paid for it even though that was not ever made available to me ever. I have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as well. I'm not even getting responses.regarding the cigarette burns which I was told would be covered. I emailed pictures about that to [redacted]. I am just completely tired of all of this run around. The least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess of. At least I could be able to get professionals to fix this if I had the full refund. I am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle difference. I tried different cameras and different lighting conditions. It's just something that has to be seen physically. I think I have done more than enough on ny part. I paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claim. I have never had this much trouble or rudeness even dealing with health and car insurance. Thus has been the worse customer service experience I have ever had bar none. I call my phone company and complain about bad signal quality and they give me a month free. No questions asked. No did you try this were wearing Shoes while using. Nothing. You guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer out. I want my full $200 refund for the insurance. If that happens you'll never hear from me again.
Sincerely,
[redacted]
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, however, should they not follow through with their response I will follow up with you.
Sincerely,
[redacted]
BOB's furniture is fine once you buy, but after that, there is no service. I bought a mattress and specifically asked if they take the old one away. Well they did not. The delivery guys said it was not on their order. so we called that day and they said they would get it the next day. they did not. It rained. we called the next day and they said that they would not pick it up because their guys did not wrap it in plastic. Like that is my fault. Long story short, after calling and being on hold for 45 min while they claimed they were going to pick it up that day, they said they would call me back when they confirmed the time. They did not call back and the mattress is on the side of my house still soggy wet. I paid for pick up and they did not pick it up.
I purchased a leather SOFA and love seat in Aug 2014 from Bobs discount furniture. I was told that it is genuine leather and paid for leather. I notices peeling off of leather in December 2015 in my sofa. When contacted they asked me to send photo of the Sofa.
Also I have goof plus coverage (5 year extended warranty).
Then I got a response stating that , my furniture was purchased in 2013. I wrote back clarifying the date. But I am yet to get a response in email. I called them to explain it. I was told that leather is not covered in my goof plus plan. I found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchase.
Further I am yet to hear it in a an email from Bobs. They wont send this response in an email.
Also, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection).
Summary - 1.[redacted] for leather furniture is a rip off. Never buy that.
2.Extended warranty (goof plus) complaints -->Bobs won;t resolve it. You need to talk to third party.
3. Don't buy leather funrniure from Bobs. It starts peeling off within 18 months and you will be stuck with an expensive purchase. No warranty can help you.
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. If the
customer accepts our offer we hope that they will reply to the Revdex.com mediation
service with their decision. We thank
the Revdex.com for bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com-
We are very sorry for the delay in having this rectified for the customer. We do understand that sometimes the
technician does not want to give the bad news to a customer in the customer’s
home. The instead tell the customer what
the customer wants to hear to avoid a confrontation. This is something we are working on. We have a policy in place for when a
customer does not agree with a technician’s report, we ask the customer to
submit photos (if the tech did not) of what they are stating the issue is. We have a team that is trained to look at
these photos specifically to note if there are manufacturing defects. I see that the process has worked and the
customer has been set up for a reselection credit.
If there are any other issues, please make us aware through the
Revdex.com mediation service of calling into customer care. Thank you,
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper that you purchased
was a new product that was wrapped from the manufacturer. I can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishings. These pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com-
10pt;">We are very sorry for the issues this customer has
experienced with using the [redacted] protection plan they purchased. We would
never want our employees telling a customer to give a falsified report. We will absolutely refund this customer for
the [redacted] they purchased last year.
I have created the paperwork and the check will be mailed to the address
on this complaint. The total amount on
the check will be $184.65. Please allow
5-7 days for United States Postal Service delivery.
We are very sorry if this customer feels that they were
misled or misinformed.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in May
2011. At the time the sale was created
the customer purchased [redacted] This
provided the customer with a full five years for accidental damages. The merchandise was covered for a period of
one year from manufacturing defects.
This warranty period for manufacturing defects end in June of 2012. We have sent our technicians to the home
several times as a BEST EFFORT service.
This was explained to the customer each service. In a Best Effort service the tech will repair
and touch up whatever he is able to with stock material in his van. Parts or replacement are not covered as the
pieces are no longer under warranty.
As we have already offered the courtesy
service and the pieces are not repairable and this bed is no longer under
warranty we have no options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
size="3">
Please
pass on our apologies for the frustration and the alarm this issue has caused
to our customer.
Bobs
Discount Furniture genuinely cares for all of our customers and stands behind
the quality and value of all the products we sell.
While we
are unable to pick up, remove, or dispose of the mattress set due to the heavy
staining this set has endured we will offer to provide this customer with a
store credit for the amount originally paid to us for the mattress set ($325.54).
The customer can use this store credit to visit a showroom location (or contact
one via telephone) to set up another purchase for a new mattress set.
We will also
offer to cover the charge of delivering a new sleep set as an additional
courtesy to this customer; again we are NOT
able to remove the current mattress or foundation from this home. I have
populated the store credit within our system and the credit number the customer
can use as a reference with any of our associates is [redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague Elizabeth and has already received his exchange.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
I wouldn't put a dog on your Perfection mattress.
Revdex.com:
We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector piece.
We are not asking for a refund at this point and want to see what (if anything) is done on the next delivery date.
We are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.
We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchase.
Please confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the delivery. Do not send anyone without confirming with my husband first. His contact information is below.
Please also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curb. We had a horrible experience with them and wish to not have a repeat episode.
[redacted]
Sincerely,
[redacted]
Please replace the left arm facing cuddler chaise with the left arm facing chaise. I like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it again. There are too many people in my family to have a such a large part of our sofa unusable for such a long period of time.
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]
Hi
Thank you I did get the check on Saturday but what about the other check for the bed and table where I asked to cancel the goof proof weeks ago, I called customer service today after 1pm was hung up on then called again and the gentlemen said that the check processed 9/14 was the check requested in August so I said it takes a month for a request to go through. He said they are processing another check for the bedroom good proof but I do not know if that is true. Please do not ask me to call customer service again because I get the run around and have to be put on hold for information to be checked. Attached is the best pic I could take for the damage under the headboard. A better picture would require me to take it all apart which the delivery guys put together. They should of informed of the damage but they said if an item is not accepted on delivery date they get an incomplete. They said they have markers to fix it but a marker can not fix a damage to a headboard that has a chipped piece.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
This was the worst experience I have ever had with a company. Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery. Get a call 11:30 am and told sofa was not going to be delivered today. Spent 4 hours calling them(they repeatedly said they would call back-never did) to try and get something worked out. Now no furniture and 25 people coming for New Years Eve party! I will never do business with Bob's Furniture again.
Complaint: [redacted]I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?
Look, we just want a recliner that reclines as its supposed to. We purchased the 5 year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least 5 years. We do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-go. Please either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the frustration and
aggravation our failures have caused our customer. We do take responsibility
for our failures while acknowledging our ownership for the aggression our
customer has communicated to various levels of our customer care organization.
Our business is making valid attempts to address and rectify all of our
customer’s concerns at this time. The customer’s account currently indicates
the following:
We presently have a part(s) order in place to address the concerns
existing on the sofa and loveseat.
A property claim is active in our system in reference to the
merchandise causing damages to the property and the customer is welcome to
email us photos of the damage along with an estimate for repair ([redacted] ) to move
this claim forward.
We have a pending exchange order set up for the bed that was
canceled from a previously scheduled delivery we were set to make (this exchange
was last canceled from a scheduled date of 10.13.2015).
On 10.7.2015 our customer spoke with one of our Call Center
Managers (Ms. M[redacted]), which is and remains the highest level of professional
available put in place and fully trusted to handle our customer’s concerns by
our business. Ms. M[redacted] has disclosed to me that she made a reasonable
apology offer (which is also reflected in her recording on 10.7.2015) to be
refunded to the customer’s original method of payment after the concerns had
been rectified. As we clearly failed our customer in the delivery processes of
both sales orders we are willing to refund the cost of the failed services to
the customer. As a further form of our apology (which is at any businesses
discretion) we have agreed to refund an additional $150.00 to the customer’s
method of payment. Ms. M[redacted] has further disclosed to me that she provided
our customer with her direct phone number so that she could ensure this
agreement was processed to the customer after the scheduled delivery we had in
place to exchange the bed was met with a satisfactory result (please note as
indicated above –we had this resolution scheduled to occur on 10.13.2015 and it
was canceled the day prior to its arrival).
The above
resolutions for damaged product replacement parts and/or full replacement along
with our apology offer are still options we consider active for resolution. If
the customer allows us to-we are happy to continue our pursuit of correcting
the merchandise concerns and apologizing to our customer with compensation
after we have been able to earn their satisfaction in the original products
selected.
Again – We take ownership for the disappointments we have caused
and should the customer wish to return
the merchandise they currently have, (we would schedule a delivery team
to remove the merchandise) we will work far beyond our stated policies and
agree to provide them with a full refund of each sales purchase price once the
merchandise has been fully check into our distribution center.
Please note: The Property Claim
is considered a separate entity from the sales order so even with the option
for return to refund we still require the documentation requested (above) to
assist with the property claim.
In response to this statement (made by customer):
“If
there is a concession that can be made, it would be gladly received.”
Our business is willing to discuss options for what we will refer
to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,
and bed. Please let us make it clear that this is not the route we see best for
our customer and while resolving our customer’s concerns is certainly our main
focus – providing a partial refund percentage of the cost paid for these items
does not seem like a caring avenue for resolution when our customer is stating
that the current bed they have is unusable.
If the options we currently have in place or the removal for full
refund are not acceptable avenues of recourse for our customer to consider and
they are still seeking a partial refund (concession to keep) we are happy to
explore that option after viewing pictures (sent to Revdex.com) of the concerns
currently present.
As the customer is agreeing to keep the item with these damages should a partial refund be
processed, it is only to their benefit to allow us the opportunity to see the
damages present.
If the customer would like to us to review the partial refund option in more
depth (concession to keep) we request that they send thru Revdex.com a minimum of
three photos for each concern they are requesting concession options for:
-One photo of the entire piece at a distance
-One photo that shows the damages at a distance
-One photo that shows the damages from close range
We will review these photos and respond with what option(s) for concession to
keep we have available.
In conclusion, our business has several avenues available
(some currently active and in process) to assist our customer in moving forward
and we are making an enormous effort to honor our customer’s demands while
continuing to operate under business terms that keep all resolutions fair for
all consumers alike. We agree that we have failed our customer and seek to make
these failures right by our customer even if that means working beyond our
normal procedures.
We look forward to hearing back from our customer via this
mediation channel they have selected to open and apologize again for all the
time they have spent seeking resolution to these furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and
I see a desk that was picked up in January and the Greyson set that has not
been delivered. I do not see any
comments that you have called or have reported any damages to customer care ###-###-####.
Can you please ask the consumer to verify the invoice number (order number) associated
with their purchase so that I can proceed in assisting on this complaint
further? They can locate this order number via the sales receipt provided
at the time of purchase.
If the invoice number is
unavailable please ask if the customer can provide the original delivery
address for this merchandise or any alternate phone numbers that may bring up
their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Hi,
Complaint: [redacted]
I am rejecting this response because:
I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $80. That is not acceptable to me. Not only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versio. Of the contract before I paid for it even though that was not ever made available to me ever. I have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as well. I'm not even getting responses.regarding the cigarette burns which I was told would be covered. I emailed pictures about that to [redacted]. I am just completely tired of all of this run around. The least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess of. At least I could be able to get professionals to fix this if I had the full refund. I am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle difference. I tried different cameras and different lighting conditions. It's just something that has to be seen physically. I think I have done more than enough on ny part. I paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claim. I have never had this much trouble or rudeness even dealing with health and car insurance. Thus has been the worse customer service experience I have ever had bar none. I call my phone company and complain about bad signal quality and they give me a month free. No questions asked. No did you try this were wearing Shoes while using. Nothing. You guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer out. I want my full $200 refund for the insurance. If that happens you'll never hear from me again.
Sincerely,
[redacted]
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, however, should they not follow through with their response I will follow up with you.
Sincerely,
[redacted]
BOB's furniture is fine once you buy, but after that, there is no service. I bought a mattress and specifically asked if they take the old one away. Well they did not. The delivery guys said it was not on their order. so we called that day and they said they would get it the next day. they did not. It rained. we called the next day and they said that they would not pick it up because their guys did not wrap it in plastic. Like that is my fault. Long story short, after calling and being on hold for 45 min while they claimed they were going to pick it up that day, they said they would call me back when they confirmed the time. They did not call back and the mattress is on the side of my house still soggy wet. I paid for pick up and they did not pick it up.
I purchased a leather SOFA and love seat in Aug 2014 from Bobs discount furniture. I was told that it is genuine leather and paid for leather. I notices peeling off of leather in December 2015 in my sofa. When contacted they asked me to send photo of the Sofa.
Also I have goof plus coverage (5 year extended warranty).
Then I got a response stating that , my furniture was purchased in 2013. I wrote back clarifying the date. But I am yet to get a response in email. I called them to explain it. I was told that leather is not covered in my goof plus plan. I found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchase.
Further I am yet to hear it in a an email from Bobs. They wont send this response in an email.
Also, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection).
Summary - 1.[redacted] for leather furniture is a rip off. Never buy that.
2.Extended warranty (goof plus) complaints -->Bobs won;t resolve it. You need to talk to third party.
3. Don't buy leather funrniure from Bobs. It starts peeling off within 18 months and you will be stuck with an expensive purchase. No warranty can help you.
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. If the
customer accepts our offer we hope that they will reply to the Revdex.com mediation
service with their decision. We thank
the Revdex.com for bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning...
Revdex.com-
We are very sorry for the delay in having this rectified for the customer. We do understand that sometimes the
technician does not want to give the bad news to a customer in the customer’s
home. The instead tell the customer what
the customer wants to hear to avoid a confrontation. This is something we are working on. We have a policy in place for when a
customer does not agree with a technician’s report, we ask the customer to
submit photos (if the tech did not) of what they are stating the issue is. We have a team that is trained to look at
these photos specifically to note if there are manufacturing defects. I see that the process has worked and the
customer has been set up for a reselection credit.
If there are any other issues, please make us aware through the
Revdex.com mediation service of calling into customer care. Thank you,
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper that you purchased
was a new product that was wrapped from the manufacturer. I can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishings. These pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com-
10pt;">We are very sorry for the issues this customer has
experienced with using the [redacted] protection plan they purchased. We would
never want our employees telling a customer to give a falsified report. We will absolutely refund this customer for
the [redacted] they purchased last year.
I have created the paperwork and the check will be mailed to the address
on this complaint. The total amount on
the check will be $184.65. Please allow
5-7 days for United States Postal Service delivery.
We are very sorry if this customer feels that they were
misled or misinformed.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in May
2011. At the time the sale was created
the customer purchased [redacted] This
provided the customer with a full five years for accidental damages. The merchandise was covered for a period of
one year from manufacturing defects.
This warranty period for manufacturing defects end in June of 2012. We have sent our technicians to the home
several times as a BEST EFFORT service.
This was explained to the customer each service. In a Best Effort service the tech will repair
and touch up whatever he is able to with stock material in his van. Parts or replacement are not covered as the
pieces are no longer under warranty.
As we have already offered the courtesy
service and the pieces are not repairable and this bed is no longer under
warranty we have no options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">
Please
pass on our apologies for the frustration and the alarm this issue has caused
to our customer.
Bobs
Discount Furniture genuinely cares for all of our customers and stands behind
the quality and value of all the products we sell.
While we
are unable to pick up, remove, or dispose of the mattress set due to the heavy
staining this set has endured we will offer to provide this customer with a
store credit for the amount originally paid to us for the mattress set ($325.54).
The customer can use this store credit to visit a showroom location (or contact
one via telephone) to set up another purchase for a new mattress set.
We will also
offer to cover the charge of delivering a new sleep set as an additional
courtesy to this customer; again we are NOT
able to remove the current mattress or foundation from this home. I have
populated the store credit within our system and the credit number the customer
can use as a reference with any of our associates is [redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague Elizabeth and has already received his exchange.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison