Complaint: [redacted]
I am rejecting this response because:
[redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we say.
Part of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several times.
With that said, I've also filed a complaint with the attorney general. I'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not.
Sincerely,
[redacted]
Very disappointed in furniture and lack of communication. I purchased a love seat with console and a sofa. The sofa had staples sticking out of the back and the love seat had scuff marks and a tear in the fabric. Ok, no problem, they said they would replace both pieces. Upon our second delivery, their was confusion as to how many pieces were going to be returned and exchanged. (they only had the sofa and no love seat!) Then the delivery man didn't even want to bring in the new sofa because it was already damaged. OK. now this is getting annoying, but again, I schedule another delivery. Today, 3rd time trying to deliver our new furniture and again confusion about both pieces being exchanged. Paper work only said sofa and not the love seat. Delivery man asked to use my phone, called wherever and said ok, I'm all set, he has both pieces in truck. Now I'm like, ok ....few. So both pieces are exchange and I take a look at them. I couldn't believe what I saw. The love seat had a tear in the back with staples sticking out. I paid over $1700 for these two pieces of furniture. And to me, no matter what I paid for them, its supposed to be brand new furniture. I don't expect to have a tear or staples coming through. I thought the 'discount' in Bob's furniture was the price, however I'm starting to second guess that the 'discount' is the product itself.
Good morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture. I understand the urgency for the replacment part and apologize for the delay.
According to our records you recieved the remote for the power lift chair on, March 22, 2014. We were...
scheduled to send a technican to your home to program the remote on, March 25, 2014 but a person in your home identifying themselves as [redacted], canceled the service and refused to rescheldue. Later comments in your account indicate that you were able to have someone program the remote for you and I suspect that the chair is now fully functional.
Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused. It is our hope that you are now able to fully enjoy your power chair.
I have reached out to this
customer by phone today (4.16.2014) and offered her a resolution she has
accepted as satisfactory.
Thank You for bringing this
concern to our attention so we have the opportunity to better serve the most
important people in our business,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
face="Calibri" size="3">
Please pass
on our sincerest apologies to this consumer for any inconvenience or distress
this concern has caused them.
Our records
indicate that this concern has already been resolved by our Customer Care
Senior Management Team. Currently the merchandise is scheduled to be removed
for a monetary refund on 12.22.2014.
Complaint: [redacted]
I am rejecting this response because:
That's not my contact information.
I can be reached at ###-###-#### cell, ###-###-#### home.
The purchase was made by [redacted].
Sincerely,
[redacted]
I purchased a living room set last January and the warranty the salesperson pushed saying absolutely everything is covered tears, stains, rips anything defect or accident. When the set was delivered 2 of the 4 pieces had to be replaced tears from the fabric too tight over the wooden frame. I called and have a technician come this weekend the same tear on the wood again. (on the back of the couch which is not exposed) This set is not heavily used. Maybe we use it twice a week. The tech didn't even look at anything just said its a year that's all normal wear and tear not covered. He was in my home less than 10 minutes. extremely unprofessional. He insisted he call and check in from my phone even though he had a cell phone he took picture with. he then handed me the phone and walked out of the house. The customer rep was lost said he told her nothing was covered. I explained the situation to her she apologized and said I should email in photos of all the defects and that the wood was palpable because there was not enough padding used. I did as she asked she said a manager would follow up. I never got a call and followed up myself again the customer service young woman was very professional , the manager never got on the phone just told her to tell me they back the tech its normal wear and tear. I have photos of the set it looks pristine other than the defects. this is not normal wear and tear this is poor quality manufacturing and misleading sales tactics. I asked who I could escalate my complaint to. I was told to go to ask bob on mybobs.com and maybe someone higher up would respond. I am so disgusted. I had [redacted] come out that same Saturday to warranty a scratch in my dining room set. The difference was night and day. [redacted] technician did a beautiful repair job, listened to all my concerns, tightened all the chairs went above an beyond. So warranties are great if a company is scrupulous. I went onto [redacted] to see if they would respond to my complaint from there since I receive nothing but automated rate our service phone calls, but I saw none of the other negative complaints received a response. It is obvious they do not care about there reputation. I would never ever recommend them and I will never again shop with them.
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products.
Your account indicates that you have not spoken with Bobs Discount
Furniture directly to seek resolution for your concern and I further apologize
for any frustration you experienced while seeking protection for this concern
under the accidental protection plan you purchased. The material makeup of all
of our living room furniture is displayed (every day) on the placard we keep in
front of every set. We disclose the Guardian portion of your protection plan
being available to accommodate coverage on most in home accidents on our customer’s
sales invoice and by way of the trifold we hand to each and every customer at
this time of purchase. We also take initiative to ensure our customers who
purchase from the web have this information available for their review as well.
Bobs Discount Furniture does not false advertise and we have always worked diligently
to ensure transparency for all the products we sell. I have included the sales
line up sheet that was displayed in front of your product for verification of
this.
I’m does trouble us that you feel you haven’t received the
appropriate response to your concern and we would certainly like to help you
move forward. As a consumer myself I do feel it important to provide an
overview of bonded leather so that in the future you understand its value
provided its price point in comparison to top grain 100% leather (we do also
offer 100% leather merchandise at a higher price point as we believe in
offering continued quality, choice, and value).
Bonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesive. Over time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backing.
Bonded Leather is manufactured the same way industry wide and peeling over time
is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. We truly appreciate you as our customer and want
to help you move forward in any way we can.
As this set has been in your possession since 2013 we request that
you send thru photos of your concern for our Service Department’s review.
You can send these pictures via the Revdex.com channel you have opened or
you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its
current condition. One photo of the concern at a distance, one photo of the
concern(s) at close range and once photo that depicts both pieces you have
(sofa and loveseat) in their entirety.
Once your pictures have been reviewed and concern verified, we
will respond with what resolution offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our apologies to our customer for any disappointment they are
encountering while seeking resolution under the protection plan purchased from
us.
As we indicate on several documents provided and the time of purchase and via
our website (link below) the accidental damage coverage provided under this
plan is honored thru the [redacted] company, not Bobs Discount Furniture. [redacted]
Our records show that we (Bobs Discount Furniture) were made aware of this
customer’s concern on 1.13.2016 and in following the terms of the protection
plan purchased – arranged for a technician to be dispatched to this customer’s
residence on 1.20.2016. Our technician’s report is posted below and indicates
that the merchandise has been severely damaged within its environment.
Per Tech James
Time in - 0920
Time out - CIFR 0940
CIFR cust had company and rqt'd tech leave after svc.
sofa / center of the isb / completely crushed in,
causing the wood to push out through the osb.
CC/GOOD - looks as though somebody jumped on the sofa
center - wood in the osb is sticking out ~8". No recourse available,
unless through guardian.
lvst / front lsf leg / small scratch
MFG/GOOD - tech able to touch up - UTS - COMP - OK.
As indicated under the plan (and via the customer’s original sales invoice)
Bobs Discount Furniture is able to offer resolution for the concern of a
factory defect. We are very sorry that our customer is experiencing any concern
and apologize further that we are unable to offer recourse on an item that has
suffered damages unrelated to a factory defect concern.
Kindest Regards,
Stephanie
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery. We are very sorry
for the error in having only one foundation sent out instead of the necessary
pair. That has been corrected and the
delivery has been completed.
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. 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 to work above our normal compensation guidelines and policies.
We have offered a refund on the delivery fee and that offer has
been accepted as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no
further action is required from the customer at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon,
I spoke with Ms. [redacted] yesterday, June 28, 2014 in regard to her complaint involving bed bugs. As she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home...
for 18 months and only first notified us of her concerns, last week. In addition she resides in a 240 unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's.
Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks.
We empathize with Ms. [redacted]'s plight however, we have no recourse to offer.
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service 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. As the retailer we have taken full responsibility for the alleged occurrences reported to us from 2.06.2015 and offered the customer a further form of apology as outlined in this complaint. On 2.17.2015 we kept our customer as informed as we were on the status of the pending delivery. As a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the road. We are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently.
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on 2..17.2015 we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on 2.21.2015 (Sat). We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on 2.21.2015 ensuring that we were placing this customer’s needs above others.
We have continued as a business to address this individual’s concerns the moment they are 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 these failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.21.2015. We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home. Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 2.21.2015. We will review the account and already processed compensation 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
italic;">Revdex.com-
I don't blame you for being very upset with us and on behalf of
Bobs Discount Furniture I extend my sincerest apologies. As a mom of young children I can only imagine
how upsetting this must have been.
Your comments regarding the service you received by our team are
very important and concerning to us. You deserve only the best service,
especially when you visit Bobs and I apologize again that we let you down.
I see the pickup is scheduled for 6/4/16. Once the pickup has been confirmed as
completed we will be able to release the refund to the [redacted] card.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries. While
the portion thru Guardian is strictly
for accidental damage, the protection plan also carries a five year guarantee against
factory defects directly thru Bobs. It would be rather overwhelming and
possibly completely intrusive to most, for any customer to have a sales professional
review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting
time of sale.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the
accidental protection plan, Guardian is responsible for sending the consumer
the plan documents. Should the customer decide that they would like to review
the complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary. Please also note that our internal records show no attempt on this
consumer’s part to communicate this damage to our business directly prior to
filing this Revdex.com complaint. We do encourage the customer to contact our Customer
Care Offices ([redacted]) if they feel this is a manufacturing defect so
that we can assist them directly. Should they wish to continue using the
mediation services you provide we are more than happy to honor that route as
the customer wishes.
Like many other protection plans
there are terms and conditions set forth in order to provide fairness in resolution
for all customer’s alike. We stand behind the expectation that all consumers
must adhere to the expressed guidelines of the protection plan.
We are happy to research this
concern further should we receive more, appropriate information from this
consumer via this Revdex.com mediation channel.
To move forward with disputing to
Guardian please advise the customer that we require an accidental damage report
that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for
each item that is listed in the report to Guardian. I have listed the
requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
-
1 Picture that clearly shows the damage mark(s) at close range
-1 Picture that clearly shows the damage mark(s)
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I
apologize that you are disappointed with the performance of your product. I
assure you that Bobs Discount Furniture wishes to help every customer who has a
product concern. Our records indicate that you purchased a Goof Proof
Protection plan through the [redacted] Company, while you did make this purchase
at Bobs Discount Furniture the coverage plan you purchased is managed and
accepted through the [redacted] Company and not Bobs Discount Furniture. The
warranty you had with Bobs Discount Furniture expired on 6.17.2010 and we have
been providing you with courtesy services at no charge to you since that
expiration date. As the five year coverage you purchased is through [redacted]
you are encouraged to contact them directly should you prefer to see if they
can assist you with this concern using the protection plan you bought-[redacted]’s
number is ###-###-####.
We
are unable to take responsibility for the damage to your floors because we are
the furniture retailer. A furniture retailer cannot be responsible to know how
a product that the customer picks out themselves will react to the floors,
ceilings, or walls that make up their home. While I am truly very sorry that
you are experiencing stress related to this claim we have no recourse to offer
you relating to your floor concerns. The last Bobs technician that visited your
home on 3.01.2014 located no factory defects within your merchandise. If you
would like to respond to me with pictures of your set and more detail in
regards to what your specific concerns are with your set, I will be happy to
review your account in further detail to see what, if any, resolution we can offer
on the merchandise itself. Please do not send any pictures of your floors as we
cannot take ownership for that damage.
Thank
you for your time and I apologize again that you are experiencing frustrations.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
italic;">Revdex.com,
I don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for this customer and
while I know this is your Bobs experience I assure you that we would not be
continuing to grow if all our customers were met with so much disappointment
during such an important purchase.
The customer’s comments regarding the service you received by our team are very
important and concerning to us. You deserve only the best service, especially
when you visit Bobs and I apologize again that we let you down.
I will absolutely authorize the return of the merchandise for
refund in this customer’s case. I do not
believe that this will erase this experience for this customer, but I feel that
it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer
the delivery fee and the goof proof insurance to be refunded as well.
I do need clarification from the customer as I see there have been
two pieces that have been in the home from the original date of delivery that
have never been serviced or exchanged.
Are the storage ottoman and the chair that have been in the customer’s
home from delivery 6/20/15 staying or would the customer like these picked up
as well? As we have failed this customer
several times, I can extend this as a courtesy as well.
The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three times. It would be reasonable to expect I would be charged for three deliveries on separate dates. Additionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures". After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failure. I'm also requesting delivery on July 13, 2014, no later than 1100 Am.
Sincerely,
[redacted]
Please apologize to our customer
for any delay in claim processing that has caused them to feel disappointed in
us.
At this time I believe the
customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of 1.14.2016.
Sincerely,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted]
Sent: Friday, April 25, 2014 5:07 PM
To: [redacted]
Subject: RESOLUTION OF A COMPLAINT
I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE. THEY REPLACED THE WHOLE SET. THANKS AGAIN. [redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 9.21.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by [redacted] as the customer could not
report to them when the damages occurred or how.
She reported that she saw some nicks on the rails. This is not damage
from a single accident. As a courtesy
we sent our technician out to touch up the nicks that the customer
reported. He found the bed to be in poor
condition with several damages caused in the home. The photos he submitted to us support that
report. The technician deemed the damage
to be unrepairable.
Goof Proof Plus covers the merchandise for all Manufacturing
Defects and damage that is the result of a single accident. It is not sold as a plan that covers
everything. The flyer given to the customer
as point of sale clearly states the two sides of the coverage. We have attached it for review.
Complaint: [redacted]
I am rejecting this response because:
[redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we say.
Part of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several times.
With that said, I've also filed a complaint with the attorney general. I'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not.
Sincerely,
[redacted]
Very disappointed in furniture and lack of communication. I purchased a love seat with console and a sofa. The sofa had staples sticking out of the back and the love seat had scuff marks and a tear in the fabric. Ok, no problem, they said they would replace both pieces. Upon our second delivery, their was confusion as to how many pieces were going to be returned and exchanged. (they only had the sofa and no love seat!) Then the delivery man didn't even want to bring in the new sofa because it was already damaged. OK. now this is getting annoying, but again, I schedule another delivery. Today, 3rd time trying to deliver our new furniture and again confusion about both pieces being exchanged. Paper work only said sofa and not the love seat. Delivery man asked to use my phone, called wherever and said ok, I'm all set, he has both pieces in truck. Now I'm like, ok ....few. So both pieces are exchange and I take a look at them. I couldn't believe what I saw. The love seat had a tear in the back with staples sticking out. I paid over $1700 for these two pieces of furniture. And to me, no matter what I paid for them, its supposed to be brand new furniture. I don't expect to have a tear or staples coming through. I thought the 'discount' in Bob's furniture was the price, however I'm starting to second guess that the 'discount' is the product itself.
Good morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture. I understand the urgency for the replacment part and apologize for the delay.
According to our records you recieved the remote for the power lift chair on, March 22, 2014. We were...
scheduled to send a technican to your home to program the remote on, March 25, 2014 but a person in your home identifying themselves as [redacted], canceled the service and refused to rescheldue. Later comments in your account indicate that you were able to have someone program the remote for you and I suspect that the chair is now fully functional.
Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused. It is our hope that you are now able to fully enjoy your power chair.
Good Morning Revdex.com,
I have reached out to this
customer by phone today (4.16.2014) and offered her a resolution she has
accepted as satisfactory.
Thank You for bringing this
concern to our attention so we have the opportunity to better serve the most
important people in our business,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
face="Calibri" size="3">
Please pass
on our sincerest apologies to this consumer for any inconvenience or distress
this concern has caused them.
Our records
indicate that this concern has already been resolved by our Customer Care
Senior Management Team. Currently the merchandise is scheduled to be removed
for a monetary refund on 12.22.2014.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
That's not my contact information.
I can be reached at ###-###-#### cell, ###-###-#### home.
The purchase was made by [redacted].
Sincerely,
[redacted]
I purchased a living room set last January and the warranty the salesperson pushed saying absolutely everything is covered tears, stains, rips anything defect or accident. When the set was delivered 2 of the 4 pieces had to be replaced tears from the fabric too tight over the wooden frame. I called and have a technician come this weekend the same tear on the wood again. (on the back of the couch which is not exposed) This set is not heavily used. Maybe we use it twice a week. The tech didn't even look at anything just said its a year that's all normal wear and tear not covered. He was in my home less than 10 minutes. extremely unprofessional. He insisted he call and check in from my phone even though he had a cell phone he took picture with. he then handed me the phone and walked out of the house. The customer rep was lost said he told her nothing was covered. I explained the situation to her she apologized and said I should email in photos of all the defects and that the wood was palpable because there was not enough padding used. I did as she asked she said a manager would follow up. I never got a call and followed up myself again the customer service young woman was very professional , the manager never got on the phone just told her to tell me they back the tech its normal wear and tear. I have photos of the set it looks pristine other than the defects. this is not normal wear and tear this is poor quality manufacturing and misleading sales tactics. I asked who I could escalate my complaint to. I was told to go to ask bob on mybobs.com and maybe someone higher up would respond. I am so disgusted. I had [redacted] come out that same Saturday to warranty a scratch in my dining room set. The difference was night and day. [redacted] technician did a beautiful repair job, listened to all my concerns, tightened all the chairs went above an beyond. So warranties are great if a company is scrupulous. I went onto [redacted] to see if they would respond to my complaint from there since I receive nothing but automated rate our service phone calls, but I saw none of the other negative complaints received a response. It is obvious they do not care about there reputation. I would never ever recommend them and I will never again shop with them.
Good Morning [redacted],
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products.
Your account indicates that you have not spoken with Bobs Discount
Furniture directly to seek resolution for your concern and I further apologize
for any frustration you experienced while seeking protection for this concern
under the accidental protection plan you purchased. The material makeup of all
of our living room furniture is displayed (every day) on the placard we keep in
front of every set. We disclose the Guardian portion of your protection plan
being available to accommodate coverage on most in home accidents on our customer’s
sales invoice and by way of the trifold we hand to each and every customer at
this time of purchase. We also take initiative to ensure our customers who
purchase from the web have this information available for their review as well.
Bobs Discount Furniture does not false advertise and we have always worked diligently
to ensure transparency for all the products we sell. I have included the sales
line up sheet that was displayed in front of your product for verification of
this.
I’m does trouble us that you feel you haven’t received the
appropriate response to your concern and we would certainly like to help you
move forward. As a consumer myself I do feel it important to provide an
overview of bonded leather so that in the future you understand its value
provided its price point in comparison to top grain 100% leather (we do also
offer 100% leather merchandise at a higher price point as we believe in
offering continued quality, choice, and value).
Bonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesive. Over time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backing.
Bonded Leather is manufactured the same way industry wide and peeling over time
is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. We truly appreciate you as our customer and want
to help you move forward in any way we can.
As this set has been in your possession since 2013 we request that
you send thru photos of your concern for our Service Department’s review.
You can send these pictures via the Revdex.com channel you have opened or
you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its
current condition. One photo of the concern at a distance, one photo of the
concern(s) at close range and once photo that depicts both pieces you have
(sofa and loveseat) in their entirety.
Once your pictures have been reviewed and concern verified, we
will respond with what resolution offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,...
Please pass on our apologies to our customer for any disappointment they are
encountering while seeking resolution under the protection plan purchased from
us.
As we indicate on several documents provided and the time of purchase and via
our website (link below) the accidental damage coverage provided under this
plan is honored thru the [redacted] company, not Bobs Discount Furniture. [redacted]
Our records show that we (Bobs Discount Furniture) were made aware of this
customer’s concern on 1.13.2016 and in following the terms of the protection
plan purchased – arranged for a technician to be dispatched to this customer’s
residence on 1.20.2016. Our technician’s report is posted below and indicates
that the merchandise has been severely damaged within its environment.
Per Tech James
Time in - 0920
Time out - CIFR 0940
CIFR cust had company and rqt'd tech leave after svc.
sofa / center of the isb / completely crushed in,
causing the wood to push out through the osb.
CC/GOOD - looks as though somebody jumped on the sofa
center - wood in the osb is sticking out ~8". No recourse available,
unless through guardian.
lvst / front lsf leg / small scratch
MFG/GOOD - tech able to touch up - UTS - COMP - OK.
As indicated under the plan (and via the customer’s original sales invoice)
Bobs Discount Furniture is able to offer resolution for the concern of a
factory defect. We are very sorry that our customer is experiencing any concern
and apologize further that we are unable to offer recourse on an item that has
suffered damages unrelated to a factory defect concern.
Kindest Regards,
Stephanie
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery. We are very sorry
for the error in having only one foundation sent out instead of the necessary
pair. That has been corrected and the
delivery has been completed.
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. 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 to work above our normal compensation guidelines and policies.
We have offered a refund on the delivery fee and that offer has
been accepted as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no
further action is required from the customer at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon,
I spoke with Ms. [redacted] yesterday, June 28, 2014 in regard to her complaint involving bed bugs. As she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home...
for 18 months and only first notified us of her concerns, last week. In addition she resides in a 240 unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's.
Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks.
We empathize with Ms. [redacted]'s plight however, we have no recourse to offer.
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service 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. As the retailer we have taken full responsibility for the alleged occurrences reported to us from 2.06.2015 and offered the customer a further form of apology as outlined in this complaint. On 2.17.2015 we kept our customer as informed as we were on the status of the pending delivery. As a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the road. We are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently.
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on 2..17.2015 we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on 2.21.2015 (Sat). We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on 2.21.2015 ensuring that we were placing this customer’s needs above others.
We have continued as a business to address this individual’s concerns the moment they are 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 these failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.21.2015. We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home. Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 2.21.2015. We will review the account and already processed compensation 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
italic;">Revdex.com-
I don't blame you for being very upset with us and on behalf of
Bobs Discount Furniture I extend my sincerest apologies. As a mom of young children I can only imagine
how upsetting this must have been.
Your comments regarding the service you received by our team are
very important and concerning to us. You deserve only the best service,
especially when you visit Bobs and I apologize again that we let you down.
I see the pickup is scheduled for 6/4/16. Once the pickup has been confirmed as
completed we will be able to release the refund to the [redacted] card.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries. While
the portion thru Guardian is strictly
for accidental damage, the protection plan also carries a five year guarantee against
factory defects directly thru Bobs. It would be rather overwhelming and
possibly completely intrusive to most, for any customer to have a sales professional
review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting
time of sale.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the
accidental protection plan, Guardian is responsible for sending the consumer
the plan documents. Should the customer decide that they would like to review
the complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary. Please also note that our internal records show no attempt on this
consumer’s part to communicate this damage to our business directly prior to
filing this Revdex.com complaint. We do encourage the customer to contact our Customer
Care Offices ([redacted]) if they feel this is a manufacturing defect so
that we can assist them directly. Should they wish to continue using the
mediation services you provide we are more than happy to honor that route as
the customer wishes.
Like many other protection plans
there are terms and conditions set forth in order to provide fairness in resolution
for all customer’s alike. We stand behind the expectation that all consumers
must adhere to the expressed guidelines of the protection plan.
We are happy to research this
concern further should we receive more, appropriate information from this
consumer via this Revdex.com mediation channel.
To move forward with disputing to
Guardian please advise the customer that we require an accidental damage report
that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for
each item that is listed in the report to Guardian. I have listed the
requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
-
1 Picture that clearly shows the damage mark(s) at close range
-1 Picture that clearly shows the damage mark(s)
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon [redacted],
I
apologize that you are disappointed with the performance of your product. I
assure you that Bobs Discount Furniture wishes to help every customer who has a
product concern. Our records indicate that you purchased a Goof Proof
Protection plan through the [redacted] Company, while you did make this purchase
at Bobs Discount Furniture the coverage plan you purchased is managed and
accepted through the [redacted] Company and not Bobs Discount Furniture. The
warranty you had with Bobs Discount Furniture expired on 6.17.2010 and we have
been providing you with courtesy services at no charge to you since that
expiration date. As the five year coverage you purchased is through [redacted]
you are encouraged to contact them directly should you prefer to see if they
can assist you with this concern using the protection plan you bought-[redacted]’s
number is ###-###-####.
We
are unable to take responsibility for the damage to your floors because we are
the furniture retailer. A furniture retailer cannot be responsible to know how
a product that the customer picks out themselves will react to the floors,
ceilings, or walls that make up their home. While I am truly very sorry that
you are experiencing stress related to this claim we have no recourse to offer
you relating to your floor concerns. The last Bobs technician that visited your
home on 3.01.2014 located no factory defects within your merchandise. If you
would like to respond to me with pictures of your set and more detail in
regards to what your specific concerns are with your set, I will be happy to
review your account in further detail to see what, if any, resolution we can offer
on the merchandise itself. Please do not send any pictures of your floors as we
cannot take ownership for that damage.
Thank
you for your time and I apologize again that you are experiencing frustrations.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
italic;">Revdex.com,
I don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for this customer and
while I know this is your Bobs experience I assure you that we would not be
continuing to grow if all our customers were met with so much disappointment
during such an important purchase.
The customer’s comments regarding the service you received by our team are very
important and concerning to us. You deserve only the best service, especially
when you visit Bobs and I apologize again that we let you down.
I will absolutely authorize the return of the merchandise for
refund in this customer’s case. I do not
believe that this will erase this experience for this customer, but I feel that
it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer
the delivery fee and the goof proof insurance to be refunded as well.
I do need clarification from the customer as I see there have been
two pieces that have been in the home from the original date of delivery that
have never been serviced or exchanged.
Are the storage ottoman and the chair that have been in the customer’s
home from delivery 6/20/15 staying or would the customer like these picked up
as well? As we have failed this customer
several times, I can extend this as a courtesy as well.
The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three times. It would be reasonable to expect I would be charged for three deliveries on separate dates. Additionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures". After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failure. I'm also requesting delivery on July 13, 2014, no later than 1100 Am.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please apologize to our customer
for any delay in claim processing that has caused them to feel disappointed in
us.
At this time I believe the
customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of 1.14.2016.
Sincerely,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted]
Sent: Friday, April 25, 2014 5:07 PM
To: [redacted]
Subject: RESOLUTION OF A COMPLAINT
I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE. THEY REPLACED THE WHOLE SET. THANKS AGAIN. [redacted]
Sent from Windows Mail
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 9.21.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by [redacted] as the customer could not
report to them when the damages occurred or how.
She reported that she saw some nicks on the rails. This is not damage
from a single accident. As a courtesy
we sent our technician out to touch up the nicks that the customer
reported. He found the bed to be in poor
condition with several damages caused in the home. The photos he submitted to us support that
report. The technician deemed the damage
to be unrepairable.
Goof Proof Plus covers the merchandise for all Manufacturing
Defects and damage that is the result of a single accident. It is not sold as a plan that covers
everything. The flyer given to the customer
as point of sale clearly states the two sides of the coverage. We have attached it for review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture