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.
I would like to have the table replaced. Please let me know the next step to complete this process. thank you for working with me on this matter.
Sincerely,
[redacted]
Good Afternoon [redacted],
Our records indicate that check number 300430 in the amount of $54.43 was processed on 5/23/14 and cashed or deposited on 6/12/14. The check was made out to [redacted]. The [redacted], is named as the biller/payee on your order therefore any refunds issued against your account would be credited back to the biller/payee.
I would recommend that you contact them for the refund. I apologize for any and all miscommunication and/or inconvenience.
Sincerely,
[redacted]
Will NEVER purchase from Bob's again!
Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day. Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception. Got phone call Monday, not being delivered. My husband and I spoke with 2 different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery. A manager is supposed to call us back before 1pm, but doubtful. So now my husband has taken 2 days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Good Morning Revdex.com-
line-height: 15pt;">We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
size=3>
We are very sorry to learn of any disappointment our customer may be experiencing while seeking to use their protection plan. We are always happy to help and research any customers concerns further however I cannot locate any calls into Bobs Discount Furniture directly from this customer.
I was able to locate an account with a dining room set delivered just over three years ago (2.11.2012).
Our records have no conversations logged with communications from this customer since delivery three years ago.
The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’. We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, 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.
Given the status of our records I am inclined to believe this customer has been working with the Guardian company and not Bobs Discount Furniture prior to filing this complaint. If the customer wishes to provide more information to us about the claim made with Guardian, the actual concern they are experiencing with their furniture, and what they are seeking as a desired settlement we are more than happy to look into their complaint further to see what, if anything, Bobs Discount Furniture can do for them directly.
We look forward to hearing from this customer again so that we can begin our research. The customer can use this Revdex.com channel they have opened for mediation or they are welcome to contact us directly at our Customer Care Offices – 1800-569-1284 (Mon- Sat 6:30a -8:00pm/ Sun- 10:30a -7:00p).
Kindest Regards,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
While we apologize that our customer is disappointed in the normal
wear pattern of the ‘Bonded Leather’ set purchased we do not lie to our
customers and continually work to maintain transparency within every customer
interaction we have company wide.
I have included a copy of the sales line up sheet that has been
displayed in all of our locations in front of this set for the many years that
we have carried this set. This line up sheet fully discloses the material
makeup of the product as do all of our living room line up sheets.
We also apologize that the customer is experiencing any
disappointment while trying to use the protection plan they purchased from us. ‘[redacted]’ – just as its name depicts is a comprehensive accidental coverage plan
and managed thru a wonderful company called [redacted] 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.
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 the consumer continues
to purchase/maintain bonded leather furniture in their home regretfully peeling
can occur based on the nature of this material’s manufacturing process.
The Bobs warranty on this
merchandise expired nearly three years ago and as this concern does not stem
from a factory defect in the product’s workmanship and is viewed as normal wear
and tear industry wide, this is normally a situation where no recourse can be
offered in fairness to all customers alike.
We will make an extreme one time
courtesy offer to this individual in an effort to resolve this concern:
[redacted],
If you would like to reselect to a different
set, made of a different material that may fit your furniture needs better we
can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat,
and Recliner from your ‘[redacted]’ set. In the interest of fairness we would ask
that if you want the new furniture you select to be delivered you cover the
cost of that service as delivering the merchandise has always been a charge we
maintain separate from the cost of our merchandise. As this option is being
offered to you from Bobs directly it does not include any association to the ‘[redacted]’ plan you purchased. We can offer to remove the current Sofa, Loveseat,
and Recliner you currently maintain on the same date we deliver the newly
selected merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] 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.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached the terms and conditions ([redacted] provides) for your review. Please see the below section as it is indicated that accumulation of damages will be considered an exclusion. This is clearly listed under the exclusions of coverage section within the protection plan documents:
EXCLUSIONS TO COVERAGE:
-General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence.
-Odors; accumulated or long term multiple stains and unknown stains, color loss and fading. Normal wear and tear, including damage of this type cannot be attributed to a relatable accident.
Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurred. We do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Inc. directly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result.
%
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.
I would like to add that [redacted] at Bob's Furniture has been the consummate professional and has been a tremendous help with my complaint. I appreciate her working with me and offering to honor the warranty that was purchased with the furniture.
[redacted] is a horrible and miserable company to deal with. They do not adhere to the guidelines of their contract and had it not been to [redacted]'s assistance, I would have pursued this much farther and gotten an attorney involved due to their blatant deception. I feel for the consumer who may not be adept at navigating how to file Revdex.com claims and file with their state's Attorney General.
Even though Bob's did offer a resolution to the problem, I believe that [redacted] shouldn't be held accountable for a product they sell. I don't feel that Bob's should take a financial hit while [redacted] continues to deceive their clients and reap the financial gain.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business [redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. Please see attached photos provided by [redacted] from the denial. I was advised this was denied as it was not
consistent with the description of how this damage occurred. This was reported to [redacted] as “Her kids
sat down on the furniture causing the damage”
[redacted] has the right to deny claims for coverage under
their own guidelines and has presented enough evidence to us to support the
claim being denied. While we truly wish we could, we are unable to force
another business into overturning a claim.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please review the below
communications –from the bottom up and log as our response to this concern.
The customer and I have
personally communicated several times and our business has done our very best
to offer this customer resolution on a concern that is occurring far beyond the
control of our business.
[redacted]My
last response to the customer is listed first ( directly below)[redacted]
On Friday, January 22, 2016 8:39
AM, "Gauthier, Stephanie" [redacted] wrote:
Good Morning [redacted]
I do apologize that my example was
not perceived as I had intended it to be. How about this:
If the item you purchase from us, we will say sofa, does not fit thru your
doorway when we come to deliver it – the responsibility of knowing the measurements
to your home does not fall on our salesperson. A salesperson cannot be expected
to know what the environment the merchandise is going into is going to look
like, nor is it reasonable to hold any retail associate (from any business)
liable for a concern that stems from the environment the merchandise is in and
literally beyond the control of that business.
We did not sell you a frame and the fact remains that the products
we did sell you have no manufacturing defect concern within them.
Our technician’s report as
recorded– is listed below:
time in 1240
time out 1246
alfredo
matt was sinking- due to the type of frame they have, they don’t
have slats or bar going across
matt was up to standards
frame was purchased from another store not from bobs and doesn’t
work out with matt, needs new frame
Above Comments Added By C[redacted]On 12/31/2015 at 12:47
As you can see our technician did
not indicate that there was any defect concern within your mattress or
foundation and with all due respect if your foundation is sagging it is truly
because you are not supplying it with the proper support it needs at this time.
We recommended proper support for your mattress by selling you the foundation,
what we didn’t sell you is what is causing your concern – as fully indicated by
our Service Professional. If you were to put your mattress and foundation onto
a level surface (or into a metal bed frame) with proper support you would soon
see that there is no concern of sagging present within the products purchased
from our business.
The bed protector you purchased –
as indicated on its packaging is designed to cover the mattress itself against
staining, ripping, tearing and other accidental events that could happen to the
mattress material itself. The claim you are seeking coverage on does not even
remotely apply to the protection purchased for the mattress.
We have made you the most fair and
adequate offer possible and I apologize to you that our business cannot take
responsibility for a product that we didn’t sell you. As indicated before I
understand your position as a consumer and the best thing my business can do
for you is help you to get proper support for the mattress and foundation you
currently have.
I do hope you can see the value in
our offer and as a final courtesy we will offer (in addition to the $25.00 gift
card) to cover ½ the cost of any delivery fee associated with the purchase of a
king sized metal bed frame.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: [redacted] Sent: Thursday, January 21, 2016 8:58 PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
I think the floor comparison is
nothing like this situation. The frame is part of the bed. Your store sells
frames, foundations, and mattresses. You do not sell floors. No one in your store
informed us that the frame had to have supports to avoid damage. No one
informed us that the frame mattered at all. We strongly believe that the
salesman had a responsibility to explain to us that the type of frame and
supports under the foundation were important to avoid damage.
Also, the person who came out to
our house to look at the mattress and foundation pointed out that the
foundation is sagging. I don't think there is any way that at this point
placing support under the foundation would correct it. It is not flexible. As
far as the sagging in the mattress, I don't know if support would correct that
either. The person who looked at the mattress and foundation told me he was
recommending that we receive a new mattress and foundation. He must have
thought that they could not be corrected with support. According to your
customer care representative, the people sent out to examine these issues are
trained experts. If that is correct, then your proposed solution won't solve
the problem.
At this point we are simply asking
that you stand behind the products that you sell. Clearly, your salesmen should
be instructed to explain to customers the importance of the proper support
under the foundation. If you would replace our mattress and foundation and provide
the proper information to your customers in the future, your company will never
have to deal with this type of problem again.
Lastly, even if your position is
that we caused this damage, certainly it was not done on purpose. It has to be
considered accidental. We purchased your goof proof plus protection plan which
supposedly covers accidental damage. I know you are an honorable company and
there is no way that you would sell customers a protection plan and then when
they have a problem, reject their claim. That would be fraud, plain and simple.
Bob's is better than that.
I am respectfully asking that you
replace our mattress and foundation, or provide us store credit equal to the
cost of the mattress and foundation, or a full refund.
On Thursday, January 21, 2016 4:07
PM, "Gauthier, Stephanie" [redacted]>
wrote:
Hi [redacted],
I’m so sorry I wasn’t available
when you called me back, I just tried to call your cell and it went to
voicemail.
I completely understand and
acknowledge what you are communicating regarding your time of purchase however
it is relevant to state that the items you purchased from our business were
delivered and (to the best of my knowledge) assembled in the place you
requested our delivery team assemble them.
While I again understand why you
feel our business let you down it is reasonable for any retailer to expect that
any consumer understand the responsibility with ensuring their bedding purchase
has proper support. Please know that I am not seeking to place blame in this
scenario but please consider the consequence similar to:
I purchase a new appliance (we will use washer/dryer –as I just made this
purchase) from a retailer and also purchase the floor matt/support deck that
the retailer recommends for proper support of that appliance.
If I then take that washer and place it on my floor (that does not have enough
support beneath it to hold that washer and its decking matt up) and the washer
falls through the flooring, the responsibility of the repair needed to the
washer or the flooring does not fall back on the retailer I purchased those
items from.
Please feel welcome to correct me
if my perception is wrong here – it sounds to me like the mattress and
foundation you purchased from us was essentially placed into a hole and the
mattress/ foundation is only sinking because it is resting in a hole. Once that
mattress and foundation are adequately supported they will no longer show any
signs of sagging.
I am not certain what type of king
size bed you have in your home (metal frame or a wood set of
headboard/footboard/rails) currently, we do offer king size metal bed frames or
we also offer support systems that can be purchased and installed into various
types of beds.
We can offer you a $25.00 Bobs
Discount Furniture Gift Card for the failure in communication you feel you
experienced during your purchase. This gift card could be used towards the
purchase of a king sized metal bed frame that we sell that would resolve your
concern all together.
Let me know your thoughts and
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: A [redacted] Sent: Thursday, January 21, 2016 3:01 PMTo: G[redacted], StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
Thank you for getting back to me.
There are no supports. The frustrating part to the whole situation is that I
was told by the salesman and the finance person at the time of purchase that I
needed to buy the Bob's foundation to ensure I was protected. I wasn't ever
informed about anything relating to the frame or any additional supports under
the foundation.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email[redacted]
On Thursday, January 21, 2016 2:45
PM, "Gauthier, Stephanie" [redacted]
wrote:
Good Afternoon [redacted],
I do hope you can accept my
sincerest apologies on behalf of Bobs Discount Furniture for the lack of care
it seems your concern has been met with. I find it appalling that you weren’t
able to speak with a supervisor when you requested to and I would certainly
like to help you move forward in any way that I can.
At this time the documentation I
have located within your account does not necessarily suggest that the frame
you have caused damage to your mattress, it illustrates more so that the
framing you have is incomplete. I assure you that I am not trying to add insult
to injury in asking you the following question, my number one priority is
ensuring that you are well taken care of.
Is there a support system under the foundation? I.E. –long pieces of wood that
commonly (horizontally) rest from one end of the bed railings all the way to
the other end of the bed railings?
I did leave a message for you with
a woman who answered the business line you posted in your email. I look forward
to hearing back from you and I am available (normally until 3:30pm) by phone or
email.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
: [redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
Dear. Ms. [redacted]
Here is a quick layout of my
problem. We purchased a mattress about ten months ago, from Bob's Furniture
store on [redacted]or $1300. After we received it, it was brought to
our attention that if we didn't have the Bob's foundation our Bob's warranty
would be void. So we spent another $500 dollars for the foundation. After
several months I noticed the mattress was sinking on one side. We called the
store and their technician came out to take a look and verified the mattress
was indeed damaged as well as the foundation. He claimed it was because we
didn't have a proper frame for that foundation. He also said that he was going
to recommend a new bed but that we should get a different frame. We were
supposed to receive a call from customer services after the new year but no one
called. After we reached out to them they proceeded to tell us they are not
responsible because it was our frame so it was our fault.
No where does it specify that the
mattress requires special equipment to avoid damage. No one ever mentioned that
a special frame was required to avoid damage. Ironically, after further inquiry
with Bob's staff it was also discovered that had we kept our old box spring we
probably would not have had this problem. I also feel that it is difficult to
prove that our frame caused the problem and it can be a defect in the mattress
and foundation, since I have had my previous bed for over 10 years and this
never happened.
I have spoken to three customer
service representatives already, all of which are unauthorized to make decisions.
They will not put a supervisor on the line, I am put on hold while they speak
to the supervisor. I asked for a name and address to reach out to someone in
charge and they told me they don't have that information.
I am very angry and frustrated at
this point. We have been loyal Bob’s customer’s for years and have always told
our friends and family about the great products and prices that you offer. This
is the first time we have ever had an issue with Bob’s. Now we have spent over
$1900 on a bed, which was a major purchase for our family and it is basically
ruined and Bob’s is refusing to help. We had absolutely no idea about the
frame. The salesman simply asked if we had a frame. Other than that, there was
no discussion about any potential problems that the frame could cause. There
was no explanation that if there was a problem, that our warrantee would be
worthless.
I would like to keep the good
relationship with Bob’s and continue to recommend them to others, however if
you can’t help me then I will have no choice but to file a complaint with the
Revdex.com. I do not think it is fair to abandon a customer on a
purchase such as this when the store did not explain the risks properly. In
fact, since the salesman and the manager DID explain the risks of not buying
the foundation from Bob’s and DID NOT explain the risks or even discuss the
frame, by omission of that information Bob’s implied that the frame did not
matter. Also keep in mind that we purchased the goof proof protection which is
supposed to include accidental damage caused by us. While I don’t know for sure
that we caused the damage, even if we did, it certainly would be considered
accidental.
I hope you can understand our
frustration and hope for a resolution. We are simply asking for one of three
options: 1. A replacement mattress and foundation (of equal value) or 2. Store
credit equal to the price of the mattress and foundation or 3) a full refund of
the price of the mattress and foundation.
Your prompt attention to this
matter would be greatly appreciated.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
[redacted]first communication from the customer is listed (directly above)[redacted]
Kindest
Regards,
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] the name
on the order is [redacted] under phone number ###-###-####. With the delivery address of: [redacted]
Sincerely,
[redacted]
Good Morning Revdex.com,
We sincerely apologize for any prior issues this customer has experienced with Bob’s or [redacted]. We are looking to try to assist on the issues with the chair. If the customer can submit the photos we will be able to review and see if we have any recourse to offer on the chair. Bob’s part of the guarantee is only for manufacturing defects. Scratches on a table top would not be manufacturing defects. We would not be able to offer any recourse on that issue. If the customer would send the photos, we may be able to assist with the chair, if it is found to be a manufacturing defect. Please submit at least 2 color photos, one close up, one from a distance, so me may review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
size="3">
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care Offices. Our records indicate that we are
scheduled to service this customer’s merchandise on 4.23.2015. The customer has
spoken to a member of our supervisory level regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
4.23.2015.
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourse. As the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defect. Should the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business.
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defect. The
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%3
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. The customer has accepted our offer to waive
delivery fee as compensation for the numerous phone calls and
miscommunications. We appreciate the Revdex.com
mediation in bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I would not of ordered this living room set without the ottoman now I'm stuck with an incomplete set. And not once has the manager called me or left me a message. I don,t know what number he is calling but it could not be mine which is ###-###-####.
I don,t want another ottoman that doesn't,t match the set I have. So a refund seems to be my only option.
I also received an email from Tracy S[redacted] stating my delivery fee would be refunded also in the form of a Bob,s gift card. Since I will no longer buy anything from Bob,s I would prefer that amount also be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We already provided these photos to you customer service team and spoke to them multiple times on this issue. You are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out process. Please refer to your CSR customer database or files for any further clarification you need to make you feel better about this issue. You may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of us. The foam has lost its viscosity.
We are not willing to work with you any further on this issue unless you are providing a full refund. You have burnt the bridge for us settling for a warranty replacement. We do not want any of your cheaply made products. I base this statement on other furniture we have purchased from you that are now falling apart. We are not the only ones with warranty issues from your company. There are hundreds of complaints all over the internet. You should do some research and correct these issues to better your after sales support. You are providing false advertising to the public and for that your company deserves to be punished legally.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
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.
I would like to have the table replaced. Please let me know the next step to complete this process. thank you for working with me on this matter.
Sincerely,
[redacted]
Good Afternoon [redacted],
Our records indicate that check number 300430 in the amount of $54.43 was processed on 5/23/14 and cashed or deposited on 6/12/14. The check was made out to [redacted]. The [redacted], is named as the biller/payee on your order therefore any refunds issued against your account would be credited back to the biller/payee.
I would recommend that you contact them for the refund. I apologize for any and all miscommunication and/or inconvenience.
Sincerely,
[redacted]
Will NEVER purchase from Bob's again!
Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day. Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception. Got phone call Monday, not being delivered. My husband and I spoke with 2 different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery. A manager is supposed to call us back before 1pm, but doubtful. So now my husband has taken 2 days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Good Morning Revdex.com-
line-height: 15pt;">We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size=3>
We are very sorry to learn of any disappointment our customer may be experiencing while seeking to use their protection plan. We are always happy to help and research any customers concerns further however I cannot locate any calls into Bobs Discount Furniture directly from this customer.
I was able to locate an account with a dining room set delivered just over three years ago (2.11.2012).
Our records have no conversations logged with communications from this customer since delivery three years ago.
The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’. We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, 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.
Given the status of our records I am inclined to believe this customer has been working with the Guardian company and not Bobs Discount Furniture prior to filing this complaint. If the customer wishes to provide more information to us about the claim made with Guardian, the actual concern they are experiencing with their furniture, and what they are seeking as a desired settlement we are more than happy to look into their complaint further to see what, if anything, Bobs Discount Furniture can do for them directly.
We look forward to hearing from this customer again so that we can begin our research. The customer can use this Revdex.com channel they have opened for mediation or they are welcome to contact us directly at our Customer Care Offices – 1800-569-1284 (Mon- Sat 6:30a -8:00pm/ Sun- 10:30a -7:00p).
Kindest Regards,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
While we apologize that our customer is disappointed in the normal
wear pattern of the ‘Bonded Leather’ set purchased we do not lie to our
customers and continually work to maintain transparency within every customer
interaction we have company wide.
I have included a copy of the sales line up sheet that has been
displayed in all of our locations in front of this set for the many years that
we have carried this set. This line up sheet fully discloses the material
makeup of the product as do all of our living room line up sheets.
We also apologize that the customer is experiencing any
disappointment while trying to use the protection plan they purchased from us. ‘[redacted]’ – just as its name depicts is a comprehensive accidental coverage plan
and managed thru a wonderful company called [redacted] 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.
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 the consumer continues
to purchase/maintain bonded leather furniture in their home regretfully peeling
can occur based on the nature of this material’s manufacturing process.
The Bobs warranty on this
merchandise expired nearly three years ago and as this concern does not stem
from a factory defect in the product’s workmanship and is viewed as normal wear
and tear industry wide, this is normally a situation where no recourse can be
offered in fairness to all customers alike.
We will make an extreme one time
courtesy offer to this individual in an effort to resolve this concern:
[redacted],
If you would like to reselect to a different
set, made of a different material that may fit your furniture needs better we
can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat,
and Recliner from your ‘[redacted]’ set. In the interest of fairness we would ask
that if you want the new furniture you select to be delivered you cover the
cost of that service as delivering the merchandise has always been a charge we
maintain separate from the cost of our merchandise. As this option is being
offered to you from Bobs directly it does not include any association to the ‘[redacted]’ plan you purchased. We can offer to remove the current Sofa, Loveseat,
and Recliner you currently maintain on the same date we deliver the newly
selected merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate 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. [redacted] 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.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached the terms and conditions ([redacted] provides) for your review. Please see the below section as it is indicated that accumulation of damages will be considered an exclusion. This is clearly listed under the exclusions of coverage section within the protection plan documents:
EXCLUSIONS TO COVERAGE:
-General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence.
-Odors; accumulated or long term multiple stains and unknown stains, color loss and fading. Normal wear and tear, including damage of this type cannot be attributed to a relatable accident.
Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurred. We do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Inc. directly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result.
%
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.
I would like to add that [redacted] at Bob's Furniture has been the consummate professional and has been a tremendous help with my complaint. I appreciate her working with me and offering to honor the warranty that was purchased with the furniture.
[redacted] is a horrible and miserable company to deal with. They do not adhere to the guidelines of their contract and had it not been to [redacted]'s assistance, I would have pursued this much farther and gotten an attorney involved due to their blatant deception. I feel for the consumer who may not be adept at navigating how to file Revdex.com claims and file with their state's Attorney General.
Even though Bob's did offer a resolution to the problem, I believe that [redacted] shouldn't be held accountable for a product they sell. I don't feel that Bob's should take a financial hit while [redacted] continues to deceive their clients and reap the financial gain.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business [redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. Please see attached photos provided by [redacted] from the denial. I was advised this was denied as it was not
consistent with the description of how this damage occurred. This was reported to [redacted] as “Her kids
sat down on the furniture causing the damage”
[redacted] has the right to deny claims for coverage under
their own guidelines and has presented enough evidence to us to support the
claim being denied. While we truly wish we could, we are unable to force
another business into overturning a claim.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please review the below
communications –from the bottom up and log as our response to this concern.
The customer and I have
personally communicated several times and our business has done our very best
to offer this customer resolution on a concern that is occurring far beyond the
control of our business.
[redacted]My
last response to the customer is listed first ( directly below)[redacted]
On Friday, January 22, 2016 8:39
AM, "Gauthier, Stephanie" [redacted] wrote:
Good Morning [redacted]
I do apologize that my example was
not perceived as I had intended it to be. How about this:
If the item you purchase from us, we will say sofa, does not fit thru your
doorway when we come to deliver it – the responsibility of knowing the measurements
to your home does not fall on our salesperson. A salesperson cannot be expected
to know what the environment the merchandise is going into is going to look
like, nor is it reasonable to hold any retail associate (from any business)
liable for a concern that stems from the environment the merchandise is in and
literally beyond the control of that business.
We did not sell you a frame and the fact remains that the products
we did sell you have no manufacturing defect concern within them.
Our technician’s report as
recorded– is listed below:
time in 1240
time out 1246
alfredo
matt was sinking- due to the type of frame they have, they don’t
have slats or bar going across
matt was up to standards
frame was purchased from another store not from bobs and doesn’t
work out with matt, needs new frame
Above Comments Added By C[redacted]On 12/31/2015 at 12:47
As you can see our technician did
not indicate that there was any defect concern within your mattress or
foundation and with all due respect if your foundation is sagging it is truly
because you are not supplying it with the proper support it needs at this time.
We recommended proper support for your mattress by selling you the foundation,
what we didn’t sell you is what is causing your concern – as fully indicated by
our Service Professional. If you were to put your mattress and foundation onto
a level surface (or into a metal bed frame) with proper support you would soon
see that there is no concern of sagging present within the products purchased
from our business.
The bed protector you purchased –
as indicated on its packaging is designed to cover the mattress itself against
staining, ripping, tearing and other accidental events that could happen to the
mattress material itself. The claim you are seeking coverage on does not even
remotely apply to the protection purchased for the mattress.
We have made you the most fair and
adequate offer possible and I apologize to you that our business cannot take
responsibility for a product that we didn’t sell you. As indicated before I
understand your position as a consumer and the best thing my business can do
for you is help you to get proper support for the mattress and foundation you
currently have.
I do hope you can see the value in
our offer and as a final courtesy we will offer (in addition to the $25.00 gift
card) to cover ½ the cost of any delivery fee associated with the purchase of a
king sized metal bed frame.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: [redacted] Sent: Thursday, January 21, 2016 8:58 PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
I think the floor comparison is
nothing like this situation. The frame is part of the bed. Your store sells
frames, foundations, and mattresses. You do not sell floors. No one in your store
informed us that the frame had to have supports to avoid damage. No one
informed us that the frame mattered at all. We strongly believe that the
salesman had a responsibility to explain to us that the type of frame and
supports under the foundation were important to avoid damage.
Also, the person who came out to
our house to look at the mattress and foundation pointed out that the
foundation is sagging. I don't think there is any way that at this point
placing support under the foundation would correct it. It is not flexible. As
far as the sagging in the mattress, I don't know if support would correct that
either. The person who looked at the mattress and foundation told me he was
recommending that we receive a new mattress and foundation. He must have
thought that they could not be corrected with support. According to your
customer care representative, the people sent out to examine these issues are
trained experts. If that is correct, then your proposed solution won't solve
the problem.
At this point we are simply asking
that you stand behind the products that you sell. Clearly, your salesmen should
be instructed to explain to customers the importance of the proper support
under the foundation. If you would replace our mattress and foundation and provide
the proper information to your customers in the future, your company will never
have to deal with this type of problem again.
Lastly, even if your position is
that we caused this damage, certainly it was not done on purpose. It has to be
considered accidental. We purchased your goof proof plus protection plan which
supposedly covers accidental damage. I know you are an honorable company and
there is no way that you would sell customers a protection plan and then when
they have a problem, reject their claim. That would be fraud, plain and simple.
Bob's is better than that.
I am respectfully asking that you
replace our mattress and foundation, or provide us store credit equal to the
cost of the mattress and foundation, or a full refund.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
On Thursday, January 21, 2016 4:07
PM, "Gauthier, Stephanie" [redacted]>
wrote:
Hi [redacted],
I’m so sorry I wasn’t available
when you called me back, I just tried to call your cell and it went to
voicemail.
I completely understand and
acknowledge what you are communicating regarding your time of purchase however
it is relevant to state that the items you purchased from our business were
delivered and (to the best of my knowledge) assembled in the place you
requested our delivery team assemble them.
While I again understand why you
feel our business let you down it is reasonable for any retailer to expect that
any consumer understand the responsibility with ensuring their bedding purchase
has proper support. Please know that I am not seeking to place blame in this
scenario but please consider the consequence similar to:
I purchase a new appliance (we will use washer/dryer –as I just made this
purchase) from a retailer and also purchase the floor matt/support deck that
the retailer recommends for proper support of that appliance.
If I then take that washer and place it on my floor (that does not have enough
support beneath it to hold that washer and its decking matt up) and the washer
falls through the flooring, the responsibility of the repair needed to the
washer or the flooring does not fall back on the retailer I purchased those
items from.
Please feel welcome to correct me
if my perception is wrong here – it sounds to me like the mattress and
foundation you purchased from us was essentially placed into a hole and the
mattress/ foundation is only sinking because it is resting in a hole. Once that
mattress and foundation are adequately supported they will no longer show any
signs of sagging.
I am not certain what type of king
size bed you have in your home (metal frame or a wood set of
headboard/footboard/rails) currently, we do offer king size metal bed frames or
we also offer support systems that can be purchased and installed into various
types of beds.
We can offer you a $25.00 Bobs
Discount Furniture Gift Card for the failure in communication you feel you
experienced during your purchase. This gift card could be used towards the
purchase of a king sized metal bed frame that we sell that would resolve your
concern all together.
Let me know your thoughts and
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: A [redacted] Sent: Thursday, January 21, 2016 3:01 PMTo: G[redacted], StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
Thank you for getting back to me.
There are no supports. The frustrating part to the whole situation is that I
was told by the salesman and the finance person at the time of purchase that I
needed to buy the Bob's foundation to ensure I was protected. I wasn't ever
informed about anything relating to the frame or any additional supports under
the foundation.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email[redacted]
On Thursday, January 21, 2016 2:45
PM, "Gauthier, Stephanie" [redacted]
wrote:
Good Afternoon [redacted],
I do hope you can accept my
sincerest apologies on behalf of Bobs Discount Furniture for the lack of care
it seems your concern has been met with. I find it appalling that you weren’t
able to speak with a supervisor when you requested to and I would certainly
like to help you move forward in any way that I can.
At this time the documentation I
have located within your account does not necessarily suggest that the frame
you have caused damage to your mattress, it illustrates more so that the
framing you have is incomplete. I assure you that I am not trying to add insult
to injury in asking you the following question, my number one priority is
ensuring that you are well taken care of.
Is there a support system under the foundation? I.E. –long pieces of wood that
commonly (horizontally) rest from one end of the bed railings all the way to
the other end of the bed railings?
I did leave a message for you with
a woman who answered the business line you posted in your email. I look forward
to hearing back from you and I am available (normally until 3:30pm) by phone or
email.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
: [redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
Dear. Ms. [redacted]
Here is a quick layout of my
problem. We purchased a mattress about ten months ago, from Bob's Furniture
store on [redacted]or $1300. After we received it, it was brought to
our attention that if we didn't have the Bob's foundation our Bob's warranty
would be void. So we spent another $500 dollars for the foundation. After
several months I noticed the mattress was sinking on one side. We called the
store and their technician came out to take a look and verified the mattress
was indeed damaged as well as the foundation. He claimed it was because we
didn't have a proper frame for that foundation. He also said that he was going
to recommend a new bed but that we should get a different frame. We were
supposed to receive a call from customer services after the new year but no one
called. After we reached out to them they proceeded to tell us they are not
responsible because it was our frame so it was our fault.
No where does it specify that the
mattress requires special equipment to avoid damage. No one ever mentioned that
a special frame was required to avoid damage. Ironically, after further inquiry
with Bob's staff it was also discovered that had we kept our old box spring we
probably would not have had this problem. I also feel that it is difficult to
prove that our frame caused the problem and it can be a defect in the mattress
and foundation, since I have had my previous bed for over 10 years and this
never happened.
I have spoken to three customer
service representatives already, all of which are unauthorized to make decisions.
They will not put a supervisor on the line, I am put on hold while they speak
to the supervisor. I asked for a name and address to reach out to someone in
charge and they told me they don't have that information.
I am very angry and frustrated at
this point. We have been loyal Bob’s customer’s for years and have always told
our friends and family about the great products and prices that you offer. This
is the first time we have ever had an issue with Bob’s. Now we have spent over
$1900 on a bed, which was a major purchase for our family and it is basically
ruined and Bob’s is refusing to help. We had absolutely no idea about the
frame. The salesman simply asked if we had a frame. Other than that, there was
no discussion about any potential problems that the frame could cause. There
was no explanation that if there was a problem, that our warrantee would be
worthless.
I would like to keep the good
relationship with Bob’s and continue to recommend them to others, however if
you can’t help me then I will have no choice but to file a complaint with the
Revdex.com. I do not think it is fair to abandon a customer on a
purchase such as this when the store did not explain the risks properly. In
fact, since the salesman and the manager DID explain the risks of not buying
the foundation from Bob’s and DID NOT explain the risks or even discuss the
frame, by omission of that information Bob’s implied that the frame did not
matter. Also keep in mind that we purchased the goof proof protection which is
supposed to include accidental damage caused by us. While I don’t know for sure
that we caused the damage, even if we did, it certainly would be considered
accidental.
I hope you can understand our
frustration and hope for a resolution. We are simply asking for one of three
options: 1. A replacement mattress and foundation (of equal value) or 2. Store
credit equal to the price of the mattress and foundation or 3) a full refund of
the price of the mattress and foundation.
Your prompt attention to this
matter would be greatly appreciated.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
[redacted]first communication from the customer is listed (directly above)[redacted]
Kindest
Regards,
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] the name
on the order is [redacted] under phone number ###-###-####. With the delivery address of: [redacted]
Sincerely,
[redacted]
Good Morning Revdex.com,
We sincerely apologize for any prior issues this customer has experienced with Bob’s or [redacted]. We are looking to try to assist on the issues with the chair. If the customer can submit the photos we will be able to review and see if we have any recourse to offer on the chair. Bob’s part of the guarantee is only for manufacturing defects. Scratches on a table top would not be manufacturing defects. We would not be able to offer any recourse on that issue. If the customer would send the photos, we may be able to assist with the chair, if it is found to be a manufacturing defect. Please submit at least 2 color photos, one close up, one from a distance, so me may review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
Good Morning Revdex.com,
size="3">
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care Offices. Our records indicate that we are
scheduled to service this customer’s merchandise on 4.23.2015. The customer has
spoken to a member of our supervisory level regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
4.23.2015.
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourse. As the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defect. Should the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business.
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defect. The
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%3
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. The customer has accepted our offer to waive
delivery fee as compensation for the numerous phone calls and
miscommunications. We appreciate the Revdex.com
mediation in bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I would not of ordered this living room set without the ottoman now I'm stuck with an incomplete set. And not once has the manager called me or left me a message. I don,t know what number he is calling but it could not be mine which is ###-###-####.
I don,t want another ottoman that doesn't,t match the set I have. So a refund seems to be my only option.
I also received an email from Tracy S[redacted] stating my delivery fee would be refunded also in the form of a Bob,s gift card. Since I will no longer buy anything from Bob,s I would prefer that amount also be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We already provided these photos to you customer service team and spoke to them multiple times on this issue. You are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out process. Please refer to your CSR customer database or files for any further clarification you need to make you feel better about this issue. You may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of us. The foam has lost its viscosity.
We are not willing to work with you any further on this issue unless you are providing a full refund. You have burnt the bridge for us settling for a warranty replacement. We do not want any of your cheaply made products. I base this statement on other furniture we have purchased from you that are now falling apart. We are not the only ones with warranty issues from your company. There are hundreds of complaints all over the internet. You should do some research and correct these issues to better your after sales support. You are providing false advertising to the public and for that your company deserves to be punished legally.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]