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">
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
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.
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
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 sincerest apologies for the duplicate charge
error and lack of care this customer’s complaint was initially met with.
A member of our Customer Care Management Team spoke directly to
our customer on 7.28.2015 regarding this concern. We are extremely sorry for
the duplicate charge and the behavior our customer alleges to have dealt with when
initially reporting her concern. While we were very shocked by this allegation,
and remain shocked that this mistake actually occurred, there is no excuse for
poor customer care or a lack of investigation upon being notified of the error.
We have taken the appropriate internal steps to address the obvious coaching
concern presented to us within this complaint.
The customer’s order was entered on 7.21.2015 and our Accounting
Department made the necessary adjustments to return the duplicate charge as of
7.24.2015.
While I can personally identify with a consumer’s need for an
apology outside of making the concern right, we have worked at a higher level
to make that request happen. Any compensation agreement is to be discussed
after the customer has been fully satisfied with the merchandise they paid for and
on 7.28.2015 we offered this customer a $25.00 Bobs Discount Furniture Gift
Card as a further form of our apology. Working beyond a structure that is set
in place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that accounting
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card.
The customer’s merchandise is scheduled to be delivered on 7.31.2015
(tomorrow), should the customer still remain dissatisfied after delivery and still
be seeking a further apology amount from us they will be able to speak with our
Customer Care Office after their merchandise has been received. We will review
the account and the already disclosed compensation offer at that time and
determine what, if anything, further we are able to offer.
Kindest Regards,
[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
%
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: I do not wish to purchase any other furniture from Bob's. They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty. In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand. How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service. I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com.
Sincerely,
[redacted]
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]
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errors. In most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to accepting the merchandise they are taking with them in
the condition its in. We made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointment. We further apologize for any product
concern the customer is now reporting on the table.
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centers. With the operation of an online
store as well as over 60 retail locations it is entirely plausible that our
stock has depleted since the customer’s order date of 11.14.2015.
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for 12.12.2015 (a Saturday). While I
understand the customer’s perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost.
In
response to the customer’s report of the damaged table I have arranged to have
an even exchange of this item completed. We do not have any remaining stock of
this coffee table to supply the replacement until on or after 12.19.2015. As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
12.19.2015 so that they can secure that date should they want it for
the table exchange. If the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015).
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales order. We look forward to earning our customer’s complete satisfaction on
12.12.2015/12.19.2015 and apologize again for the aggravation we have caused
our customer to experience overall.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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.
I will never purchase anything from bobs furniture again. Management in South Attleboro Massachusetts absolutely suck got no where with them there customer service is terrible, they didn't care or had no concerns for there customer got nowhere with them so I had to call the corporate office.There all great when purchase is made but when you have an actual issue or repair with something they give you the run around to me that is very unprofessional also felt like I didn't matter after purchase was made.Been sleeping on my mattress on my living room floor this will make night number 4.There quality sucks on bedroom sets everything is cheap I guess you get what you pay for. to me its sounding like I have to fix the problem myself but why should I have to buy wood to fix a two month old bedroom frame just seems easier than dealing with bobs furniture employees.
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. We hope that the customer is considering our
offer and 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
Complaint: [redacted]
I am rejecting this response because: l feel it is a manufacturing flaw as the mold only occured under the rubber portion of the underside of matress cover.And if Bobs can't understand why I would dispose of black mold ,after being told by their company "there's nothing we can do" and "this is not our fault", then perhaps they need to educate themselves more on black mold. Black mold poses a health risk.l hope Bobs is more helpful in the future with this problem, but as for me, I work in high volume retail and deal with lots of people and I frequently tell them of my very unsatisfied experience with Bobs
Sincerely,
[redacted]
Please pass on our sincerest apologies for the inconvenience the
multiple calls and damaged product continues to cause our customer. We can
certainly understand the customer’s frustration and acknowledge that the
frustrations of our customer are because of our failures in scheduling and/ or
communication.
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. As the retailer we do take full responsibility for the concerns
that exist with this merchandise and seek to correct any defect that may be occurring.
Per our established company policies, available in store or online;
a return for a refund is not a possible option for resolution at this time.
[redacted]
I apologize again for any confusion that may still be present due
to our lack of communication however our system indicates that we are scheduled
to this customer’s residence to service this merchandise on 2.20.2015. As of
right now our projected arrival time is slated as 10:50am-12:50pm and the account
also lists an hour call-ahead request going to this phone number: [redacted] ext. [redacted] on the day of service.
At this time we are looking
forward to completely resolving this customer’s concern on 2.20.2015 and while it is not
normal procedure to so, we do recognize that we have failed our customer and we
are willing to make an exception in this case and discuss a further token of
our apology with our customer once they are fully satisfied with their
merchandise.
Our
technician will call into our Customer Care Offices prior to leaving this
customer’s home on 2.20.2015 and at that time we can discuss our further
apology offer for the inconvenience we have caused while seeking to get our
customers concerns fully rectified.
Kindest
Regards,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon [redacted],
Regretfully I do not work in the
offices where our corporate checks are cut from. I have placed a request with
our Accounting Department to have the check mailed to your address (listed
below) this week. I would expect to see this check in your mailbag within the
next 7-14 business days.
Check will be coming to:
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
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 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
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
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
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,
size="3">
Please pass on our sincerest apologies for the duplicate charge
error and lack of care this customer’s complaint was initially met with.
A member of our Customer Care Management Team spoke directly to
our customer on 7.28.2015 regarding this concern. We are extremely sorry for
the duplicate charge and the behavior our customer alleges to have dealt with when
initially reporting her concern. While we were very shocked by this allegation,
and remain shocked that this mistake actually occurred, there is no excuse for
poor customer care or a lack of investigation upon being notified of the error.
We have taken the appropriate internal steps to address the obvious coaching
concern presented to us within this complaint.
The customer’s order was entered on 7.21.2015 and our Accounting
Department made the necessary adjustments to return the duplicate charge as of
7.24.2015.
While I can personally identify with a consumer’s need for an
apology outside of making the concern right, we have worked at a higher level
to make that request happen. Any compensation agreement is to be discussed
after the customer has been fully satisfied with the merchandise they paid for and
on 7.28.2015 we offered this customer a $25.00 Bobs Discount Furniture Gift
Card as a further form of our apology. Working beyond a structure that is set
in place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that accounting
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card.
The customer’s merchandise is scheduled to be delivered on 7.31.2015
(tomorrow), should the customer still remain dissatisfied after delivery and still
be seeking a further apology amount from us they will be able to speak with our
Customer Care Office after their merchandise has been received. We will review
the account and the already disclosed compensation offer at that time and
determine what, if anything, further we are able to offer.
Kindest Regards,
[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
%
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: I do not wish to purchase any other furniture from Bob's. They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty. In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand. How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service. I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com.
Sincerely,
[redacted]
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]
Good Morning Revdex.com,...
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errors. In most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to accepting the merchandise they are taking with them in
the condition its in. We made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointment. We further apologize for any product
concern the customer is now reporting on the table.
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centers. With the operation of an online
store as well as over 60 retail locations it is entirely plausible that our
stock has depleted since the customer’s order date of 11.14.2015.
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for 12.12.2015 (a Saturday). While I
understand the customer’s perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost.
In
response to the customer’s report of the damaged table I have arranged to have
an even exchange of this item completed. We do not have any remaining stock of
this coffee table to supply the replacement until on or after 12.19.2015. As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
12.19.2015 so that they can secure that date should they want it for
the table exchange. If the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015).
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales order. We look forward to earning our customer’s complete satisfaction on
12.12.2015/12.19.2015 and apologize again for the aggravation we have caused
our customer to experience overall.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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
I will never purchase anything from bobs furniture again. Management in South Attleboro Massachusetts absolutely suck got no where with them there customer service is terrible, they didn't care or had no concerns for there customer got nowhere with them so I had to call the corporate office.There all great when purchase is made but when you have an actual issue or repair with something they give you the run around to me that is very unprofessional also felt like I didn't matter after purchase was made.Been sleeping on my mattress on my living room floor this will make night number 4.There quality sucks on bedroom sets everything is cheap I guess you get what you pay for. to me its sounding like I have to fix the problem myself but why should I have to buy wood to fix a two month old bedroom frame just seems easier than dealing with bobs furniture employees.
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. We hope that the customer is considering our
offer and 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
Complaint: [redacted]
I am rejecting this response because: l feel it is a manufacturing flaw as the mold only occured under the rubber portion of the underside of matress cover.And if Bobs can't understand why I would dispose of black mold ,after being told by their company "there's nothing we can do" and "this is not our fault", then perhaps they need to educate themselves more on black mold. Black mold poses a health risk.l hope Bobs is more helpful in the future with this problem, but as for me, I work in high volume retail and deal with lots of people and I frequently tell them of my very unsatisfied experience with Bobs
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the
multiple calls and damaged product continues to cause our customer. We can
certainly understand the customer’s frustration and acknowledge that the
frustrations of our customer are because of our failures in scheduling and/ or
communication.
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. As the retailer we do take full responsibility for the concerns
that exist with this merchandise and seek to correct any defect that may be occurring.
Per our established company policies, available in store or online;
a return for a refund is not a possible option for resolution at this time.
[redacted]
I apologize again for any confusion that may still be present due
to our lack of communication however our system indicates that we are scheduled
to this customer’s residence to service this merchandise on 2.20.2015. As of
right now our projected arrival time is slated as 10:50am-12:50pm and the account
also lists an hour call-ahead request going to this phone number: [redacted] ext. [redacted] on the day of service.
At this time we are looking
forward to completely resolving this customer’s concern on 2.20.2015 and while it is not
normal procedure to so, we do recognize that we have failed our customer and we
are willing to make an exception in this case and discuss a further token of
our apology with our customer once they are fully satisfied with their
merchandise.
Our
technician will call into our Customer Care Offices prior to leaving this
customer’s home on 2.20.2015 and at that time we can discuss our further
apology offer for the inconvenience we have caused while seeking to get our
customers concerns fully rectified.
Kindest
Regards,
Stephanie
A. Gauthier
Bobs
Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon [redacted],
Regretfully I do not work in the
offices where our corporate checks are cut from. I have placed a request with
our Accounting Department to have the check mailed to your address (listed
below) this week. I would expect to see this check in your mailbag within the
next 7-14 business days.
Check will be coming to:
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison