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
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]
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
I was able
to ensure that the delivery company has the correct phone number; their notes
indicate that they have called twice. I
do see that on 2/10/16 you spoke with an agent that submitted a request for the
depot to reach out to you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
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 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
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 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
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]
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 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.
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]
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered in April 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly.
Kindest Regards,
Tracy N. S[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.
Sincerely, [redacted]
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.
%
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
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
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]
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
Complaint: [redacted]
I am rejecting this response because:I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VA. I have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/2014.
This is the same story I got for months from Bob's customer service. Please refer to the attached photos of the display and help stop them from scamming others. It is very convenient that they lost all information regarding the Phoenix line, luckily I took photos of what we were buying.
Sincerely,
[redacted]
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
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]
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
I was able
to ensure that the delivery company has the correct phone number; their notes
indicate that they have called twice. I
do see that on 2/10/16 you spoke with an agent that submitted a request for the
depot to reach out to you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 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 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
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 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
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
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 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
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]
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered in April 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly.
Kindest Regards,
Tracy N. S[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.
Sincerely, [redacted]
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.
%
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,
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
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 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
Complaint: [redacted]
I am rejecting this response because:I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VA. I have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/2014.
This is the same story I got for months from Bob's customer service. Please refer to the attached photos of the display and help stop them from scamming others. It is very convenient that they lost all information regarding the Phoenix line, luckily I took photos of what we were buying.
Sincerely,
[redacted]