Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great start. My wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushy. We looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee table. Your sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $2000. Seemed like quite a deal, and we were super excited.
Let me just take a side trip for you down memory lane, where we went furniture shopping at [redacted]. Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricing. We did buy one piece of furniture there, but finding it difficult to work with [redacted], we decided we'd branch out. For the money spent, we were expecting more, dear [redacted], we were. Sorry, maybe we just had different expectations when it comes to sales and service.
But wait, you say, this was about Bob's, wasn't it? Truth. And also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they were. We bought that sectional and tables, and set the delivery date. We were excited. My dear wife sold our old couch, and did it quite quickly and adroitly. As a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavings. We had a very easy time carrying it out, despite neither of us being furniture moving professionals. You're probably saying that isn't really germane to the story, but it sort of is. Wait for it.
So, the zero star review, where was I? Yes, the day of the delivery comes. I'm at work, but I figure they don't really need me at the house, because professional movers. Professional Movers. Delivery Guys. People who transport furniture from here to yon on a regular basis. So I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodness.
As it turns out, the Bob's delivery guys don't speak English. Like, at all. They have like 4 words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wall. To this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leave. And they do, with no worrisome sweat equity paid out by the delivery guys. Now please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoever. And a supposed "professional delivery team" refused to put furniture in that same space????
My dear wife calls me and tells me about this fine turn of events, and it is certainly frustrating. When I leave work I stop by Bob's showroom and attempt to find out what's going on. They tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all out. So I try to call that guy, with no luck. I try to call him the next day, also with no luck. I do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to them. So after the second day of nobody really caring, I call and cancel the order.
So now Bob's has spent actual money driving their furniture around, but nobody's paying for it. In addition, they don't seem all that worked up about losing my money. (Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $2000 and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basement. Enter [redacted] where I pick up a $20 chair to spell me in the interim. Shame on you, Bob's. Shame.
So a week later we go to [redacted]. We have a very similar showroom experience to Bob's. 100% customer service there too. But we're suspicious. Darn suspicious. We have had a very similar transaction when it comes to buying a sectional. (Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yes. I ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they have. I ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopeful.
The day of the [redacted] delivery comes. The delivery guys show up when they say they will. They survey the landscape, set up the path to get the furniture in the door, and do it. No silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my house. Once the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfaction. Once I do that, he calls customer service and hands me the phone. The customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etc. At the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and install. We shook hands, I tipped them, and told them to have a nice weekend. Best furniture delivery experience ever!
And so there you have it. That's why this review is both a zero star review of Bob's, and a five star review of [redacted]. The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
size="3">
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We
are sincerely sorry that this customer is not completely satisfied with the Madelyn
set purchased in 2014. We sent our
technicians to the home on October 5, 2016 and February 14, 2017. The technicians did determine that there was
a defective plastic finial, which has been ordered. The other concerns are not manufacturing
defects. The warranty the customer paid
for does cover specifically manufacturing defects and damage caused from a
single accident called into [redacted] within 30 days of occurring.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses may carry additional factory guarantees. You
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call [redacted] at ###-###-####
to report accidental stains or damages to your Furniture within
thirty (30) days of occurrence.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size=3>
We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale.
This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture.
Guardian Protection Products Inc. is a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # [redacted]. As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concern.
Should the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian). Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ.
We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this time. Guardian can be reached via telephone at [redacted] (Mon- Friday 8:30a -5:00p).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 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.
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.
Good
Morning [redacted],
I
apologize if my first response left you feeling unsatisfied and I apologize
further if the communication read unclear in any manner. By stating “unattended”
I meant to communicate a glass being left for any period of time without a
coaster underneath it.
We
recently discontinued this ‘granite’ version of our Montibello set due to a
decrease in popularity we have seen from carrying this ‘granite’ top for many
years and our merchandising department is always on top of staying current with
upcoming trends in order to offer all our customers the best selection
possible.
Your
account reflects that we are going out to inspect a mattress that was purchased
on the same invoice as this table was. This is taking place on 2.15.2014 – here
is the address and customer name associated with this service: [redacted]. As Bobs Discount Furniture is
committed to resolving all our customer’s concerns I was only trying to get
your request (for someone to look at the table) answered as soon as possible
and I am truly sorry for assuming that all the merchandise on your invoice had
been moved to the above address.
The
Goof Proof Protection Plan is an extremely valuable investment and pays for
itself with one replacement or service for many in home accidents. The
protection plan, like so many others offered on automobiles and electronics
must have certain exclusions in order to keep this plan fair for all consumers.
At
this time I am still very vested in trying to resolve your concerns and in
order to proceed further I will need to request that you submit photos of your
table and it’s concerns so our Service Technician Managers can review these and
we can then determine what, if any, recourse we are able to offer you. I am
unable to send a technician to your residence for this concern alone as this is
not a repairable damage. Taking a day out of your valuable time would be an
additional inconvenience to you and I certainly do not want to waste any more
of your time [redacted]. Please submit a minimum of two (2) photos: one (1) of the
entire table from a distance and one (1) of the table top at a closer view.
I
feel terrible that you are so frustrated and I assure you we only wish to offer
you and your concern the most attention possible. I await your response eagerly
and hope to be able to help you further.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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
Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the multiple deliveries
and damaged product continues to cause our customer. We can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
Looking at the two sets I can understand the customer’s confusion and concerns,
they do seem to be very similar. It is
the price of retail that the costs of material and manufacturing go up, which
raises the price of merchandise.
The warranty that was paid for does allow for
a one time replacement on the pieces, the customer received a credit for the
monies paid on this set, which fulfills the contract, so a new contract would
be necessary. We did waive a new
delivery fee. The tax law in Mass does
not allow for a customer to be refunded taxes on any purchase over 90
days. That is the law in the state; it
is not something under Bob’s or any other company’s control.
While
there are things we can not control, I am willing to make an offer of
compensation for this customer to ease the burden of the extra the customer
paid to purchase the new set. I would
like to offer to refund the customer $150 to the customer’s Am Ex account. If the customer accepts this offer they can
call the store to process the refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the credit card number is entered into the
transaction the refund(s) should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial [redacted]
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
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 can see that this
situation would be frustrating and stressful to any customer. I can absolutely say without hesitation this
is not the typical purchase and delivery experience. On average we have anywhere from four to
eight thousand deliveries each day. Less
then two percent have reported issues.
That is an amazing statistic unless you are one of the two percent, then
it really doesn’t matter how many have been successfully completed. We understand that. I can see that this customer has made other
purchases that appear to have been successfully completed.
There was an error on the refund paperwork. I see there was a refund of $19.83 due the customer
from a previous purchase. The store, in
error included this in the refund they created for this canceled sale. The $19.83 was charged on a different credit
card, our system does not allow us to refund a card that was not the original
method of payment. I am so sorry that no
one reached out to you to correct this and process the refund in a timely
manner. That was unacceptable, and will
be addressed internally. There is still
a refund on the $19.83 on the account, if the customer can call into customer care
or any store with Visa card ending in #[redacted] we will be able to get that back to
you as well.
I am sorry that these issues have occurred causing this
customer to feel that Bob’s does not care or respect our customer’s. That is truly not the feeling of my
coworkers.
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
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the purchase that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way. The company reaching out to the
customer is not Bob’s. The company the
customer has issue with is [redacted]
Bob’s Discount
Furniture is responsible for the warranty on the pieces that were delivered on
May 24, 2016. We have not been made
aware of any issues with the merchandise.
If the customer is
unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We are not able to offer
recourse on a piece of furniture no longer in the customer’s possession. We are very sorry that they discarded the
foundation before reaching out to us regarding damages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full. Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait. However, it seems that Bob's is unwilling to make that concession. I will continue to pursue compensation after the delivery, assuming that at some point it will be correct.
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.
size="3">
Our records indicate the following:
Customer purchased the Goof Proof Protection Plan at time of sale.
This Plan offered coverage against a variety of accidental in home damages and
is managed by Guardian Protection Products.
Sofa sectional was delivered on 4.12.2012.
Sofa sectional was serviced by us on 2.13.2013 – We added foam
stuffing to the seats and the service technician deemed that there was no
defect present and that the seats were loosing resiliency as a result of normal
wear and tear. The service of adding foam was done as a courtesy and we
confirmed directly with the customer that she was completely satisfied with the
job.
At this time the set had been in
use for nearly one year so a loss of resiliency is expected by the furniture
industry as a whole.
Customer was upgraded (at absolutely no financial charge)
to our Goof Proof Plus Plan on 4.05.2015. The Plus in the plan allows the
customer coverage for factory defects for five years from the original date of
delivery.
Our Service technician was dispatched
to service what was reported as a possible frame concern. We arrived to the
home on 4.22.2015 and no one was home to accept this service therefore we had
to move technician onto to other stops.
We didn’t hear from the customer again until 3.26.2015 and nearly
one year later on 4.02.2015 we arrived to the home for the latest service.
Our technician’s report from 4.02.2015 indicates there
are no manufacturing defects present on this merchandise and after just about
three years of continued use in the home the sectional is experiencing concerns
as a result of normal wear and tear combined with occurrences from its
environment. These instances are not covered under the customer’s warranty
protection.
One of our
team leads (the level we consider to be of managerial capabilities) spoke with
this customer yesterday (4.06.2015) and did advise that should the customer
wish to initiate a formal dispute from the technician’s findings we required
that pictures be sent to us. We do stand behind the integrity of all our
technicians and the qualifications they receive from the manufacturers of the product
directly.
I was able to
locate the pictures that the customer sent thru to us however these pictures
show no full representation of the set that would allow us to properly
investigate a dispute. In example the technician’s report indicates that the
armless sofa has a broken frame on the left side facing however the customer’s
photos have no evidence of this frame breakage. The sectional pictured in the
many photos sent thru does not look to be experiencing a defect, in some photos
the customers seem to be sitting on certain portions of the set which I assume
is to show that when sat on the merchandise looses resiliency which again
should be anticipated on any seat, especially after being in the home for three
years. I cannot locate any specific areas of “staining” or “hair” via the
photos however this is a very dark brown set so I’m not certain that these two
elements would necessarily appear clearly via photos.
Per the customer’s original sales invoice the sectional was bought
at a purchasing price of $1299.00.
As this consumer seems convinced that their sectional has
manufacturing concerns we will offer to provide them with a one time courtesy
offer of store credit in an effort to appease their demands for resolution.
Should the customer wish to accept this offer they are able to contact us back
via this Revdex.com channel or call our Customer Care Offices at 1800-569-1284 (Mon –
Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p).
Courtesy
Offer for Resolution:
If the
customer would like to reselect to a different set, that may fit their
furniture needs better we can offer to provide a credit (store credit) to their
account for 70% of the original cost paid for the sectional. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. It also remains our finding that this merchandise is not experiencing
any concerns as the result of defective workmanship. We will expect to remove
the current sectional from the home on the same date we deliver the newly selected
items. As an additional courtesy we will also include the monies paid towards
the original Goof Proof Plan in this store credit offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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
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
Good Morning Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
The team saw that the packaging was damaged on one piece during the first
delivery. As we do an average of over
2000 deliveries a day, we are not able to inspect every piece. The team does note when they are loading the
truck if they see a piece where the packaging shows that there may be
damages.
The agents that the customer spoke with were not trying to be difficult, it was
a logistics issue. It was simply the
pieces could not be moved from the main warehouse to the delivery depot in time
for a next day delivery. It simply could
not be done. We did offer to have the
delivery completed on 9.10.16, which the customer refused, adamantly stating
that only 9.9.16 would be acceptable.
We currently have the delivery scheduled for 9.12.16 to complete the order.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our normal guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures. Once the delivery has been completed any additional accommodation we
feel adequate to offer to the customer is a form of our apology and at our
internal discretion. We do not offer apology amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition.
We have already reached out to this customer directly and offered to compensate
them once delivery has been completed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money. Now I have to take more hours off from work on 10-31-2014 in order to be at my home for the pick up of the merchandise. Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card.
Sincerely,
[redacted]
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
Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great start. My wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushy. We looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee table. Your sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $2000. Seemed like quite a deal, and we were super excited.
Let me just take a side trip for you down memory lane, where we went furniture shopping at [redacted]. Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricing. We did buy one piece of furniture there, but finding it difficult to work with [redacted], we decided we'd branch out. For the money spent, we were expecting more, dear [redacted], we were. Sorry, maybe we just had different expectations when it comes to sales and service.
But wait, you say, this was about Bob's, wasn't it? Truth. And also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they were. We bought that sectional and tables, and set the delivery date. We were excited. My dear wife sold our old couch, and did it quite quickly and adroitly. As a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavings. We had a very easy time carrying it out, despite neither of us being furniture moving professionals. You're probably saying that isn't really germane to the story, but it sort of is. Wait for it.
So, the zero star review, where was I? Yes, the day of the delivery comes. I'm at work, but I figure they don't really need me at the house, because professional movers. Professional Movers. Delivery Guys. People who transport furniture from here to yon on a regular basis. So I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodness.
As it turns out, the Bob's delivery guys don't speak English. Like, at all. They have like 4 words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wall. To this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leave. And they do, with no worrisome sweat equity paid out by the delivery guys. Now please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoever. And a supposed "professional delivery team" refused to put furniture in that same space????
My dear wife calls me and tells me about this fine turn of events, and it is certainly frustrating. When I leave work I stop by Bob's showroom and attempt to find out what's going on. They tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all out. So I try to call that guy, with no luck. I try to call him the next day, also with no luck. I do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to them. So after the second day of nobody really caring, I call and cancel the order.
So now Bob's has spent actual money driving their furniture around, but nobody's paying for it. In addition, they don't seem all that worked up about losing my money. (Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $2000 and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basement. Enter [redacted] where I pick up a $20 chair to spell me in the interim. Shame on you, Bob's. Shame.
So a week later we go to [redacted]. We have a very similar showroom experience to Bob's. 100% customer service there too. But we're suspicious. Darn suspicious. We have had a very similar transaction when it comes to buying a sectional. (Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yes. I ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they have. I ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopeful.
The day of the [redacted] delivery comes. The delivery guys show up when they say they will. They survey the landscape, set up the path to get the furniture in the door, and do it. No silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my house. Once the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfaction. Once I do that, he calls customer service and hands me the phone. The customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etc. At the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and install. We shook hands, I tipped them, and told them to have a nice weekend. Best furniture delivery experience ever!
And so there you have it. That's why this review is both a zero star review of Bob's, and a five star review of [redacted]. The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
Good Afternoon Revdex.com-
size="3">
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We
are sincerely sorry that this customer is not completely satisfied with the Madelyn
set purchased in 2014. We sent our
technicians to the home on October 5, 2016 and February 14, 2017. The technicians did determine that there was
a defective plastic finial, which has been ordered. The other concerns are not manufacturing
defects. The warranty the customer paid
for does cover specifically manufacturing defects and damage caused from a
single accident called into [redacted] within 30 days of occurring.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses may carry additional factory guarantees. You
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call [redacted] at ###-###-####
to report accidental stains or damages to your Furniture within
thirty (30) days of occurrence.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size=3>
We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale.
This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture.
Guardian Protection Products Inc. is a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # [redacted]. As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concern.
Should the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian). Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ.
We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this time. Guardian can be reached via telephone at [redacted] (Mon- Friday 8:30a -5:00p).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the 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
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
Good
Morning [redacted],
I
apologize if my first response left you feeling unsatisfied and I apologize
further if the communication read unclear in any manner. By stating “unattended”
I meant to communicate a glass being left for any period of time without a
coaster underneath it.
We
recently discontinued this ‘granite’ version of our Montibello set due to a
decrease in popularity we have seen from carrying this ‘granite’ top for many
years and our merchandising department is always on top of staying current with
upcoming trends in order to offer all our customers the best selection
possible.
Your
account reflects that we are going out to inspect a mattress that was purchased
on the same invoice as this table was. This is taking place on 2.15.2014 – here
is the address and customer name associated with this service: [redacted]. As Bobs Discount Furniture is
committed to resolving all our customer’s concerns I was only trying to get
your request (for someone to look at the table) answered as soon as possible
and I am truly sorry for assuming that all the merchandise on your invoice had
been moved to the above address.
The
Goof Proof Protection Plan is an extremely valuable investment and pays for
itself with one replacement or service for many in home accidents. The
protection plan, like so many others offered on automobiles and electronics
must have certain exclusions in order to keep this plan fair for all consumers.
At
this time I am still very vested in trying to resolve your concerns and in
order to proceed further I will need to request that you submit photos of your
table and it’s concerns so our Service Technician Managers can review these and
we can then determine what, if any, recourse we are able to offer you. I am
unable to send a technician to your residence for this concern alone as this is
not a repairable damage. Taking a day out of your valuable time would be an
additional inconvenience to you and I certainly do not want to waste any more
of your time [redacted]. Please submit a minimum of two (2) photos: one (1) of the
entire table from a distance and one (1) of the table top at a closer view.
I
feel terrible that you are so frustrated and I assure you we only wish to offer
you and your concern the most attention possible. I await your response eagerly
and hope to be able to help you further.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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
Afternoon...
Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the multiple deliveries
and damaged product continues to cause our customer. We can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
Looking at the two sets I can understand the customer’s confusion and concerns,
they do seem to be very similar. It is
the price of retail that the costs of material and manufacturing go up, which
raises the price of merchandise.
The warranty that was paid for does allow for
a one time replacement on the pieces, the customer received a credit for the
monies paid on this set, which fulfills the contract, so a new contract would
be necessary. We did waive a new
delivery fee. The tax law in Mass does
not allow for a customer to be refunded taxes on any purchase over 90
days. That is the law in the state; it
is not something under Bob’s or any other company’s control.
While
there are things we can not control, I am willing to make an offer of
compensation for this customer to ease the burden of the extra the customer
paid to purchase the new set. I would
like to offer to refund the customer $150 to the customer’s Am Ex account. If the customer accepts this offer they can
call the store to process the refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the credit card number is entered into the
transaction the refund(s) should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial [redacted]
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. I can see that this
situation would be frustrating and stressful to any customer. I can absolutely say without hesitation this
is not the typical purchase and delivery experience. On average we have anywhere from four to
eight thousand deliveries each day. Less
then two percent have reported issues.
That is an amazing statistic unless you are one of the two percent, then
it really doesn’t matter how many have been successfully completed. We understand that. I can see that this customer has made other
purchases that appear to have been successfully completed.
There was an error on the refund paperwork. I see there was a refund of $19.83 due the customer
from a previous purchase. The store, in
error included this in the refund they created for this canceled sale. The $19.83 was charged on a different credit
card, our system does not allow us to refund a card that was not the original
method of payment. I am so sorry that no
one reached out to you to correct this and process the refund in a timely
manner. That was unacceptable, and will
be addressed internally. There is still
a refund on the $19.83 on the account, if the customer can call into customer care
or any store with Visa card ending in #[redacted] we will be able to get that back to
you as well.
I am sorry that these issues have occurred causing this
customer to feel that Bob’s does not care or respect our customer’s. That is truly not the feeling of my
coworkers.
Kindest Regards,
...⇄ /> Tracy S[redacted]
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 Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the purchase that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way. The company reaching out to the
customer is not Bob’s. The company the
customer has issue with is [redacted]
Bob’s Discount
Furniture is responsible for the warranty on the pieces that were delivered on
May 24, 2016. We have not been made
aware of any issues with the merchandise.
If the customer is
unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We are not able to offer
recourse on a piece of furniture no longer in the customer’s possession. We are very sorry that they discarded the
foundation before reaching out to us regarding damages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full. Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait. However, it seems that Bob's is unwilling to make that concession. I will continue to pursue compensation after the delivery, assuming that at some point it will be correct.
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.
Good Morning Revdex.com,
size="3">
Our records indicate the following:
Customer purchased the Goof Proof Protection Plan at time of sale.
This Plan offered coverage against a variety of accidental in home damages and
is managed by Guardian Protection Products.
Sofa sectional was delivered on 4.12.2012.
Sofa sectional was serviced by us on 2.13.2013 – We added foam
stuffing to the seats and the service technician deemed that there was no
defect present and that the seats were loosing resiliency as a result of normal
wear and tear. The service of adding foam was done as a courtesy and we
confirmed directly with the customer that she was completely satisfied with the
job.
At this time the set had been in
use for nearly one year so a loss of resiliency is expected by the furniture
industry as a whole.
Customer was upgraded (at absolutely no financial charge)
to our Goof Proof Plus Plan on 4.05.2015. The Plus in the plan allows the
customer coverage for factory defects for five years from the original date of
delivery.
Our Service technician was dispatched
to service what was reported as a possible frame concern. We arrived to the
home on 4.22.2015 and no one was home to accept this service therefore we had
to move technician onto to other stops.
We didn’t hear from the customer again until 3.26.2015 and nearly
one year later on 4.02.2015 we arrived to the home for the latest service.
Our technician’s report from 4.02.2015 indicates there
are no manufacturing defects present on this merchandise and after just about
three years of continued use in the home the sectional is experiencing concerns
as a result of normal wear and tear combined with occurrences from its
environment. These instances are not covered under the customer’s warranty
protection.
One of our
team leads (the level we consider to be of managerial capabilities) spoke with
this customer yesterday (4.06.2015) and did advise that should the customer
wish to initiate a formal dispute from the technician’s findings we required
that pictures be sent to us. We do stand behind the integrity of all our
technicians and the qualifications they receive from the manufacturers of the product
directly.
I was able to
locate the pictures that the customer sent thru to us however these pictures
show no full representation of the set that would allow us to properly
investigate a dispute. In example the technician’s report indicates that the
armless sofa has a broken frame on the left side facing however the customer’s
photos have no evidence of this frame breakage. The sectional pictured in the
many photos sent thru does not look to be experiencing a defect, in some photos
the customers seem to be sitting on certain portions of the set which I assume
is to show that when sat on the merchandise looses resiliency which again
should be anticipated on any seat, especially after being in the home for three
years. I cannot locate any specific areas of “staining” or “hair” via the
photos however this is a very dark brown set so I’m not certain that these two
elements would necessarily appear clearly via photos.
Per the customer’s original sales invoice the sectional was bought
at a purchasing price of $1299.00.
As this consumer seems convinced that their sectional has
manufacturing concerns we will offer to provide them with a one time courtesy
offer of store credit in an effort to appease their demands for resolution.
Should the customer wish to accept this offer they are able to contact us back
via this Revdex.com channel or call our Customer Care Offices at 1800-569-1284 (Mon –
Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p).
Courtesy
Offer for Resolution:
If the
customer would like to reselect to a different set, that may fit their
furniture needs better we can offer to provide a credit (store credit) to their
account for 70% of the original cost paid for the sectional. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. It also remains our finding that this merchandise is not experiencing
any concerns as the result of defective workmanship. We will expect to remove
the current sectional from the home on the same date we deliver the newly selected
items. As an additional courtesy we will also include the monies paid towards
the original Goof Proof Plan in this store credit offer.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 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
Good Morning Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
The team saw that the packaging was damaged on one piece during the first
delivery. As we do an average of over
2000 deliveries a day, we are not able to inspect every piece. The team does note when they are loading the
truck if they see a piece where the packaging shows that there may be
damages.
The agents that the customer spoke with were not trying to be difficult, it was
a logistics issue. It was simply the
pieces could not be moved from the main warehouse to the delivery depot in time
for a next day delivery. It simply could
not be done. We did offer to have the
delivery completed on 9.10.16, which the customer refused, adamantly stating
that only 9.9.16 would be acceptable.
We currently have the delivery scheduled for 9.12.16 to complete the order.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our normal guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures. Once the delivery has been completed any additional accommodation we
feel adequate to offer to the customer is a form of our apology and at our
internal discretion. We do not offer apology amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition.
We have already reached out to this customer directly and offered to compensate
them once delivery has been completed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money. Now I have to take more hours off from work on 10-31-2014 in order to be at my home for the pick up of the merchandise. Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card.
Sincerely,
[redacted]
Good Morning Revdex.com,
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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