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
Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[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]
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
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.
Guardian 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. This claim was
reported to Guardian as damage that occurred without the customer how it
occurred. Guardian is an insurance company;
they deal in facts only, Per the warranty guidelines all claims must be called
in within 30 days. This customer told
Guardian that it started happening months before. The claim was denied.
In an extreme effort to try to make this right for the
customer, we have set them up for a courtesy part order. This merchandise was purchase in October
2011. The customer’s warranty of one
year against manufacturing defects was over three years ago.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest
apologies for any inconvenience this customer has experienced with their bed.
As we take our customer’s concerns very seriously I have pulled the call that
the customer references in their complaint and listened to the call in its entirety.
While we remain very sorry for inconveniences we caused to this customer the
recording does not support the information provided in the posting to you.
Here is what the customer posted:
“spoke
to a customer service rep while the service guy was at my house and he said we
will replace your bed "it is broken" ok no problem. I explained to
him that I am moving to not deliver anything he said that is fine we can
deliver to the new address.”
The call begins with the driver
calling in to tell our representative (Michael) that they do not believe they
can complete the stop in full with the parts they have been supplied with.
Ultimately the driver was explaining to Michael that it looks like the original
delivery team did not properly assemble the bed and the bed is sitting
lopsided, while he can exchange the bed railings (2 pieces of wood that attach
to the headboard/footboard) the driver
continues to describe that he doesn’t have the slats (wooden pieces that go
under the mattress/foundation for support) to completely correct the issue.
Michael continues to ask the driver the appropriate questions to ensure he is
clear as to what the driver is communicating and the driver proceeds to go
check his truck to ensure that he didn’t miss anything during his original
sweep. During the time the driver is away Michael apologizes to the customer
and the customer communicates his understandable aggravation that this concern
has yet to be resolved. When the driver returns to the line he again explains
to Michael that there is a slat connection part in the box however he cannot
complete the stop and correct the original assembly concern with the parts he
has. After Michael and the driver agree on the next best steps to take for the
customer’s benefit (the bed was certainly present in the home at this time) the
customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to
be replaced”. Michael then goes on to explain that he has asked the driver
to leave certain parts behind from their stop today so that when the whole bed
gets replaced “we can replace anything
that needs to be done”. The customer and Michael continue to talk about the
scheduling of the bed replacement and the driver is approved to leave, the
customer asks if they can contact us back to schedule because they have time
frame constraints for the first day available (which was a Tuesday). Michael
then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”.
There was never a mention of the customer
moving or any communication from Michael that would lead the customer to believe
that we did not intend on “replacing” and/or “exchanging” the current
merchandise that was in the home. There are several points of communication,
including the portion about us using the parts we instructed the driver to
leave behind if necessary, that verify we were arranging to have the bed
exchanged.
The word exchange is defined as: an act of giving one thing and receiving
another (especially of the same type or value) in return.
In the long run the merchandise in the home was paying
for the replacement of the bed under the terms of the manufacturing
warranty. As we
absolutely take responsibility and ownership for the mistakes that occurred
initially causing the customer so much inconvenience we made the customer a
courtesy offer in lieu of not being able to cover the cost of replacing a bed
in full that the customer disposed of on their own terms (outside of the
agreements made with our business).
We are willing- as an additional courtesy to
upgrade our original offer from 30% store credit towards the new bed to 50%
store credit towards the new bed and we will cover the cost of delivering and
assembling the new bed. This store credit can be processed in the form of a
Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards
any bed (really any item) that we offer, online or within our showrooms).
We apologize to the customer again for the
concerns we did cause overall and hope our customer can understand our position
as a business while we work to the best of our ability to meet the demands of
our customer.
If the customer would like to have the
upgraded courtesy offer processed please ask them to respond to the Revdex.com.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good morning,
I spoke with Mr. [redacted], on 4/4/14 and setup a service appointment for 4/11/14. During the service visit our technican will take a look at the bottom drawer of the tall five drawer chest to determine, what it causing it to function improperly. If a defect is found, we will explore all possible options for recourse.
Dear Revdex.com,
I have reviewed the response from Bob's and found it unsatisfactory
Stephanie G[redacted] offered to give me a $645 credit for a couch I paid $1,154.06 just over two years ago, claiming they were offering me 75% of the purchase price. Upon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $550 to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for.
A couch is expected to last 10 to 15 years or longer. To be asked to spend another $550 on the couch after two years of owning it seems like both a poor investment and unfair treatment.
Any of the following settlements would be fair:
Properly repairing the couch free of charge
Replacing the couch with a couch of equal value and condition free of charge
Paying me to repair the couch.
When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products. I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it right. Thank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.
Thank you,
[redacted]
Don't ever buy furniture from Bobs discount furniture ! They put a large hole in my ceiling when they delivered my furniture. Pulled down my cable cord outside of my house. Causing me to lose service and denied it . New chair came apart in 2 weeks . Repair guy took it upon himself to tighten kitchen table legs when he came to fix chair that I didn't have a problem with and now my table is wobbly.
Dear Ms. [redacted],Upon receipt of your Revdex.com complaint, a representative from our Consumer Liaison team attempted to contact you but received your voicemail and left a message. After thoroughly reviewing your account, we have placed a credit on your account equal to the original...
amount of the rug ($199). Please contact our customer care center or store for additional details.Thank you,[redacted]
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We apologize to our customer that they remain disappointed in their selection
of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction
with any opportunity we are provided. Our records indicate that we have taken
the appropriate actions to aide our customer in resolving the previous concerns
and provide options for resolution to help our customer move forward.
The previous product, containing a defect –confirmed by our technician-, was
provided the appropriate attention and replaced under the guidelines we express
at the time of sale. Our service policy is also commonly signed as agreed to by
the customer prior to leaving our retail location. As per our
listed (and agreed to by the customer at the time of sale) policies we will
offer recourse under the associated warranty should a defect be present.
During the service appointment on
3.31.2015 the service technician logged no manufacturing defect present
in the current merchandise (loveseat) the customer has in their home.
We worked above and beyond our listed policies, prior to this claim being
filed, offering to take a direct hit as a business just to appease our
customer’s allegation that their piece was experiencing a concern as a result
of work our tech did on the piece or what they personally believed was a
defect.
Our records indicate that as of 3.31.2015
this consumer fully accepted the courtesy resolution offer and ultimately selected
a different style loveseat based off their own preferences. We are more than willing
to deliver a factory fresh model of the original loveseat and are in no way
forcing this consumer to take a loveseat of a different make or model.
We further apologize and absolutely take
full responsibility for the failure that our customer experienced as of the most
recent delivery. Our records indicate that the new model loveseat arrived to
our customer with cosmetic and structural concerns and for this we are truly
very sorry. As we do take ownership for our failures and seek to make them
right by our customers, we have provided several options for resolution to this
customer directly. Our first option to make this concern right would be to
reschedule a delivery of the newly selected loveseat to our customer. We
continually please our clients with non damaged deliveries and delivery
failures are not a part of our normal operations as we complete over 3,000 successful
deliveries in an average day. We are confident that we can delivery our
customer the expected product in showroom quality condition.
We have communicated another fair and
adequate offer for resolution in the case that the customer did not want to
schedule a second delivery attempt of the new loveseat. Again we worked outside
of our stated policies to make this offer to our customer and seek to appease
them has an individual.
Should the customer wish to return to our
store and select a different set entirely we are willing to provide full store
credit on the loveseat and 80% store credit on the sofa (based on their
original purchase prices). Neither of these items has reported defects to them
and as a business we are making necessary exceptions to honor our customer’s
demands while seeking to balance the needs of our business.
We thank the Revdex.com for their assistance in
mediation and maintain that we have two sound options in place for resolution
that we stand behind as the most fair and adequate given a review of all facts
within this scenario. We have been and are continuing to work above the
expressed policies we conveyed to this client at the time of sale and have
already made offers that cause our business an extreme loss outside of those
stated policies.
Should the customer wish to reschedule
the delivery of the newly selected loveseat or move forward with our
reselection offer we look forward to processing that transaction with them
directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear [redacted],I apologize you are experiencing unresolved issues with your sofa. Please allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the...
craftsmanship of the product. The manufacturer warranty expired August 2, 2014. At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damage. Our records indicate that you received delivery on August 2, 2013 and contacted our office December 2, 2014 to report that the left and right cushions were sagging and you can hear the springs squeaking. We dispatched a technician to your home on December 12, 2014 however, he found no defect present. Although the manufacturer warranty has expired, I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion service. The technician will determine the cause of the issue and take photos, if possible. Please contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofa. We will revisit your concern and discuss compensation, upon receipt of the service report.Thanks[redacted]
size="3">
We are very sorry that this Mason sofa did
not live up to the customer’s expectations. We do show that the service the customer is
referencing did occur in March 2016 and the customer called in to report the
loose arm in November 2016. In the eight
months between the part installation and the customer reporting to us the
concern no issues were reported on the piece.
There are many ways arms become loose in the home, pulling the sofa to
clean and sitting on the armrest are the most common.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to answer the Revdex.com back that it is accepted and the reselection
will be created and made available. The
technician that was in the home 12.6.16 deemed the piece was showing normal
wear for a piece in the home being used for about a year and a half.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different sofa we will provide a credit (store credit) of 80%. This 80% will
be based off of the original cost paid for the sofa only, this will be a store credit
of $799 plus taxes. As with all courtesy
reselections the customer would be responsible for the new delivery fee. We will pick up the Mason sofa the day the new
merchandise is delivered.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I apologize that you feel that you
were lied to during your time of sale and that you have had to deal with any
product concerns while getting your new bed fully assembled. The time of sale
is a very exciting time and I assure you that it is never our intention to
provide our customer’s with anything but honesty and transparency. While I wasn’t
present during your time of sale I do stand behind my colleagues while I state
that I’m sure your product was a close out item and was sold to you under
honest terms. Close out items are known to occasionally come to our pit
locations from various show room floors. This would indicate that the product
has been used by many customers that have traveled through our showrooms
getting up and down off the bed. Our products sold from our pit locations are
sold as is because it is never possible for anyone to guarantee how much usage
a clearance product has sustained. Again, I am so sorry that you experienced
any disappointment with your purchase and I assure you that Bobs Discount
Furniture sympathizes with our customer’s concerns. As the retailer of this
product and because this product was picked up from our possession we have no
clear idea of how the product traveled to your home and what condition the
product was actually in when it arrived to your residence.
At this time we can offer to meet
you in the middle of your request for settlement out of extreme courtesy. We
are forgoing our normal processes in an effort to please our valued customer
and we do hope you will provide us with another opportunity to earn your trust
back in our business in the future [redacted].
I have processed the paperwork for
your refund of $25.00 and ask that you please contact our retail location to complete
the full processing of this financial transaction. Should you wish to accept
this offer I have left some instruction below for you in reference to
contacting our retail location.
o
Anytime after 10am and before 9pm Dial ###-###-####.
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted].
o
At that point they will take the credit card
information from you and complete the processing.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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
in January 2013 and at the time of purchase; the customer purchased the option
of [redacted]
Through Bob’s this customer was covered for a period of one
year 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 manufacturer in this case offered a two
year warranty on the leather. This has
nothing to do with the plan the customer purchased, it is strictly a warranty
the vendor offers on this set. This
warranty period ended January of 2015.
This has not changed.
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.
There is no report that the damage was the result of a
single accident. This is then not
something that would be covered under [redacted] Leather peeling is an environmental
issue. This comes from the way pieces
are cared for in the home. It is not a
manufacturing defect. I have attached care
sheets from two separate web sites showing that leather material peels when it
is not conditioned or is exposed to sunlight or a source of high heat.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...
Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is my understanding that the business will, at their sole expense, remove the merchandise from my home and within 24-48 hours I can contact the store to have a refund made to me for the cost of the item, plus delivery, plus ** sales tax with is refundable under ** law. I will contact the customer service center immediately and initiate the product removal.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights. I had to move from the region because there were no jobs in the area and I had to move to procure employment. The quality of the furniture and wherever it is located in these United States has nothing to do with one another. I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam. It doesn't take an inspector coming out to my home to see that the furniture is substandard. If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from.
My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over 6 months old(and still under factory warranty) what is it going to be like in 1 year, 2 years, 3 years down the road? I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question? I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it. 30% off of furniture that is virtually worthless is no consolation to me. I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money.
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]
Please pass on our sincere
apologies for any miscommunication or confusion that occurred during the
delivery on 12.24.2015 that caused our drivers not to remove the old mattress
as intended. We must maintain a certain amount of confidence in our delivery
team’s ability to determine if a wet mattress that has been left to the
elements is actually safe to place on their vehicle along with other customer’s
new merchandise. Our records indicate that our Customer Care Team provided the
customer with the best service they could provided this unique concern. We
spoke to this customer several times on 12.30.2015 (yesterday) and offered the
customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up
and even offered to escalate their concern internally to a higher
representative.
Please
note: that any agreement for a higher representative to follow up should be
considered as met at this time as the customer has selected to use the Revdex.com
mediation services and we are now responding solely thru this channel as one
organization.
The customer’s account also shows
a notation that on the day of the initial delivery (12.24.2015) they accused
our driver of consuming alcohol in their home and later called back to recant
and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was
offering to him. This is relevant information because there was clearly
activity going on during the 12.24.2015 initial delivery that the delivery team
wished to avoid by exiting the residence after they completed their actual
delivery of merchandise. This may or may not have contributed to the driver
leaving before taking the old mattress however it is a relevant fact that
deserves attention on behalf of this unique concern.
We apologize again that we are
unable to remove a mattress that has been exposed to the elements and as our
business did not instruct the customer to leave the mattress outside we are
unable to take ownership for the actions of the customer in this case. We have
tried to offer the customer a token of our apology for the inconveniences this
concern ultimately causes them and will upgrade our original offer ($50.00 Bobs
Discount Furniture Gift Card) to the compensation offer listed below:
If the customer does not want to
accept out gift card offer we instead, offer to refund $75.00 from the delivery
fee paid to us as recognition that the delivery was not completed in the manner
disclosed at this time of purchase.
If the customer would like to
accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’
and we will then create the necessary paperwork and reach out to the customer
to fully process the refund back to their original method of payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the 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
Good...
Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[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 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
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.
Guardian 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. This claim was
reported to Guardian as damage that occurred without the customer how it
occurred. Guardian is an insurance company;
they deal in facts only, Per the warranty guidelines all claims must be called
in within 30 days. This customer told
Guardian that it started happening months before. The claim was denied.
In an extreme effort to try to make this right for the
customer, we have set them up for a courtesy part order. This merchandise was purchase in October
2011. The customer’s warranty of one
year against manufacturing defects was over three years ago.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for any inconvenience this customer has experienced with their bed.
As we take our customer’s concerns very seriously I have pulled the call that
the customer references in their complaint and listened to the call in its entirety.
While we remain very sorry for inconveniences we caused to this customer the
recording does not support the information provided in the posting to you.
Here is what the customer posted:
“spoke
to a customer service rep while the service guy was at my house and he said we
will replace your bed "it is broken" ok no problem. I explained to
him that I am moving to not deliver anything he said that is fine we can
deliver to the new address.”
The call begins with the driver
calling in to tell our representative (Michael) that they do not believe they
can complete the stop in full with the parts they have been supplied with.
Ultimately the driver was explaining to Michael that it looks like the original
delivery team did not properly assemble the bed and the bed is sitting
lopsided, while he can exchange the bed railings (2 pieces of wood that attach
to the headboard/footboard) the driver
continues to describe that he doesn’t have the slats (wooden pieces that go
under the mattress/foundation for support) to completely correct the issue.
Michael continues to ask the driver the appropriate questions to ensure he is
clear as to what the driver is communicating and the driver proceeds to go
check his truck to ensure that he didn’t miss anything during his original
sweep. During the time the driver is away Michael apologizes to the customer
and the customer communicates his understandable aggravation that this concern
has yet to be resolved. When the driver returns to the line he again explains
to Michael that there is a slat connection part in the box however he cannot
complete the stop and correct the original assembly concern with the parts he
has. After Michael and the driver agree on the next best steps to take for the
customer’s benefit (the bed was certainly present in the home at this time) the
customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to
be replaced”. Michael then goes on to explain that he has asked the driver
to leave certain parts behind from their stop today so that when the whole bed
gets replaced “we can replace anything
that needs to be done”. The customer and Michael continue to talk about the
scheduling of the bed replacement and the driver is approved to leave, the
customer asks if they can contact us back to schedule because they have time
frame constraints for the first day available (which was a Tuesday). Michael
then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”.
There was never a mention of the customer
moving or any communication from Michael that would lead the customer to believe
that we did not intend on “replacing” and/or “exchanging” the current
merchandise that was in the home. There are several points of communication,
including the portion about us using the parts we instructed the driver to
leave behind if necessary, that verify we were arranging to have the bed
exchanged.
The word exchange is defined as: an act of giving one thing and receiving
another (especially of the same type or value) in return.
In the long run the merchandise in the home was paying
for the replacement of the bed under the terms of the manufacturing
warranty. As we
absolutely take responsibility and ownership for the mistakes that occurred
initially causing the customer so much inconvenience we made the customer a
courtesy offer in lieu of not being able to cover the cost of replacing a bed
in full that the customer disposed of on their own terms (outside of the
agreements made with our business).
We are willing- as an additional courtesy to
upgrade our original offer from 30% store credit towards the new bed to 50%
store credit towards the new bed and we will cover the cost of delivering and
assembling the new bed. This store credit can be processed in the form of a
Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards
any bed (really any item) that we offer, online or within our showrooms).
We apologize to the customer again for the
concerns we did cause overall and hope our customer can understand our position
as a business while we work to the best of our ability to meet the demands of
our customer.
If the customer would like to have the
upgraded courtesy offer processed please ask them to respond to the Revdex.com.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good morning,
I spoke with Mr. [redacted], on 4/4/14 and setup a service appointment for 4/11/14. During the service visit our technican will take a look at the bottom drawer of the tall five drawer chest to determine, what it causing it to function improperly. If a defect is found, we will explore all possible options for recourse.
Dear Revdex.com,
I have reviewed the response from Bob's and found it unsatisfactory
Stephanie G[redacted] offered to give me a $645 credit for a couch I paid $1,154.06 just over two years ago, claiming they were offering me 75% of the purchase price. Upon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $550 to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for.
A couch is expected to last 10 to 15 years or longer. To be asked to spend another $550 on the couch after two years of owning it seems like both a poor investment and unfair treatment.
Any of the following settlements would be fair:
Properly repairing the couch free of charge
Replacing the couch with a couch of equal value and condition free of charge
Paying me to repair the couch.
When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products. I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it right. Thank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.
Thank you,
[redacted]
Don't ever buy furniture from Bobs discount furniture ! They put a large hole in my ceiling when they delivered my furniture. Pulled down my cable cord outside of my house. Causing me to lose service and denied it . New chair came apart in 2 weeks . Repair guy took it upon himself to tighten kitchen table legs when he came to fix chair that I didn't have a problem with and now my table is wobbly.
Dear Ms. [redacted],Upon receipt of your Revdex.com complaint, a representative from our Consumer Liaison team attempted to contact you but received your voicemail and left a message. After thoroughly reviewing your account, we have placed a credit on your account equal to the original...
amount of the rug ($199). Please contact our customer care center or store for additional details.Thank you,[redacted]
Good Afternoon Revdex.com,
size="3">
We apologize to our customer that they remain disappointed in their selection
of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction
with any opportunity we are provided. Our records indicate that we have taken
the appropriate actions to aide our customer in resolving the previous concerns
and provide options for resolution to help our customer move forward.
The previous product, containing a defect –confirmed by our technician-, was
provided the appropriate attention and replaced under the guidelines we express
at the time of sale. Our service policy is also commonly signed as agreed to by
the customer prior to leaving our retail location. As per our
listed (and agreed to by the customer at the time of sale) policies we will
offer recourse under the associated warranty should a defect be present.
During the service appointment on
3.31.2015 the service technician logged no manufacturing defect present
in the current merchandise (loveseat) the customer has in their home.
We worked above and beyond our listed policies, prior to this claim being
filed, offering to take a direct hit as a business just to appease our
customer’s allegation that their piece was experiencing a concern as a result
of work our tech did on the piece or what they personally believed was a
defect.
Our records indicate that as of 3.31.2015
this consumer fully accepted the courtesy resolution offer and ultimately selected
a different style loveseat based off their own preferences. We are more than willing
to deliver a factory fresh model of the original loveseat and are in no way
forcing this consumer to take a loveseat of a different make or model.
We further apologize and absolutely take
full responsibility for the failure that our customer experienced as of the most
recent delivery. Our records indicate that the new model loveseat arrived to
our customer with cosmetic and structural concerns and for this we are truly
very sorry. As we do take ownership for our failures and seek to make them
right by our customers, we have provided several options for resolution to this
customer directly. Our first option to make this concern right would be to
reschedule a delivery of the newly selected loveseat to our customer. We
continually please our clients with non damaged deliveries and delivery
failures are not a part of our normal operations as we complete over 3,000 successful
deliveries in an average day. We are confident that we can delivery our
customer the expected product in showroom quality condition.
We have communicated another fair and
adequate offer for resolution in the case that the customer did not want to
schedule a second delivery attempt of the new loveseat. Again we worked outside
of our stated policies to make this offer to our customer and seek to appease
them has an individual.
Should the customer wish to return to our
store and select a different set entirely we are willing to provide full store
credit on the loveseat and 80% store credit on the sofa (based on their
original purchase prices). Neither of these items has reported defects to them
and as a business we are making necessary exceptions to honor our customer’s
demands while seeking to balance the needs of our business.
We thank the Revdex.com for their assistance in
mediation and maintain that we have two sound options in place for resolution
that we stand behind as the most fair and adequate given a review of all facts
within this scenario. We have been and are continuing to work above the
expressed policies we conveyed to this client at the time of sale and have
already made offers that cause our business an extreme loss outside of those
stated policies.
Should the customer wish to reschedule
the delivery of the newly selected loveseat or move forward with our
reselection offer we look forward to processing that transaction with them
directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear [redacted],I apologize you are experiencing unresolved issues with your sofa. Please allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the...
craftsmanship of the product. The manufacturer warranty expired August 2, 2014. At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damage. Our records indicate that you received delivery on August 2, 2013 and contacted our office December 2, 2014 to report that the left and right cushions were sagging and you can hear the springs squeaking. We dispatched a technician to your home on December 12, 2014 however, he found no defect present. Although the manufacturer warranty has expired, I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion service. The technician will determine the cause of the issue and take photos, if possible. Please contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofa. We will revisit your concern and discuss compensation, upon receipt of the service report.Thanks[redacted]
Good Morning Revdex.com-
size="3">
We are very sorry that this Mason sofa did
not live up to the customer’s expectations. We do show that the service the customer is
referencing did occur in March 2016 and the customer called in to report the
loose arm in November 2016. In the eight
months between the part installation and the customer reporting to us the
concern no issues were reported on the piece.
There are many ways arms become loose in the home, pulling the sofa to
clean and sitting on the armrest are the most common.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to answer the Revdex.com back that it is accepted and the reselection
will be created and made available. The
technician that was in the home 12.6.16 deemed the piece was showing normal
wear for a piece in the home being used for about a year and a half.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different sofa we will provide a credit (store credit) of 80%. This 80% will
be based off of the original cost paid for the sofa only, this will be a store credit
of $799 plus taxes. As with all courtesy
reselections the customer would be responsible for the new delivery fee. We will pick up the Mason sofa the day the new
merchandise is delivered.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
I apologize that you feel that you
were lied to during your time of sale and that you have had to deal with any
product concerns while getting your new bed fully assembled. The time of sale
is a very exciting time and I assure you that it is never our intention to
provide our customer’s with anything but honesty and transparency. While I wasn’t
present during your time of sale I do stand behind my colleagues while I state
that I’m sure your product was a close out item and was sold to you under
honest terms. Close out items are known to occasionally come to our pit
locations from various show room floors. This would indicate that the product
has been used by many customers that have traveled through our showrooms
getting up and down off the bed. Our products sold from our pit locations are
sold as is because it is never possible for anyone to guarantee how much usage
a clearance product has sustained. Again, I am so sorry that you experienced
any disappointment with your purchase and I assure you that Bobs Discount
Furniture sympathizes with our customer’s concerns. As the retailer of this
product and because this product was picked up from our possession we have no
clear idea of how the product traveled to your home and what condition the
product was actually in when it arrived to your residence.
At this time we can offer to meet
you in the middle of your request for settlement out of extreme courtesy. We
are forgoing our normal processes in an effort to please our valued customer
and we do hope you will provide us with another opportunity to earn your trust
back in our business in the future [redacted].
I have processed the paperwork for
your refund of $25.00 and ask that you please contact our retail location to complete
the full processing of this financial transaction. Should you wish to accept
this offer I have left some instruction below for you in reference to
contacting our retail location.
o
Anytime after 10am and before 9pm Dial ###-###-####.
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted].
o
At that point they will take the credit card
information from you and complete the processing.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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
in January 2013 and at the time of purchase; the customer purchased the option
of [redacted]
Through Bob’s this customer was covered for a period of one
year 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 manufacturer in this case offered a two
year warranty on the leather. This has
nothing to do with the plan the customer purchased, it is strictly a warranty
the vendor offers on this set. This
warranty period ended January of 2015.
This has not changed.
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.
There is no report that the damage was the result of a
single accident. This is then not
something that would be covered under [redacted] Leather peeling is an environmental
issue. This comes from the way pieces
are cared for in the home. It is not a
manufacturing defect. I have attached care
sheets from two separate web sites showing that leather material peels when it
is not conditioned or is exposed to sunlight or a source of high heat.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...
Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is my understanding that the business will, at their sole expense, remove the merchandise from my home and within 24-48 hours I can contact the store to have a refund made to me for the cost of the item, plus delivery, plus ** sales tax with is refundable under ** law. I will contact the customer service center immediately and initiate the product removal.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights. I had to move from the region because there were no jobs in the area and I had to move to procure employment. The quality of the furniture and wherever it is located in these United States has nothing to do with one another. I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam. It doesn't take an inspector coming out to my home to see that the furniture is substandard. If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from.
My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over 6 months old(and still under factory warranty) what is it going to be like in 1 year, 2 years, 3 years down the road? I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question? I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it. 30% off of furniture that is virtually worthless is no consolation to me. I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money.
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]
Good Morning Revdex.com,...
Please pass on our sincere
apologies for any miscommunication or confusion that occurred during the
delivery on 12.24.2015 that caused our drivers not to remove the old mattress
as intended. We must maintain a certain amount of confidence in our delivery
team’s ability to determine if a wet mattress that has been left to the
elements is actually safe to place on their vehicle along with other customer’s
new merchandise. Our records indicate that our Customer Care Team provided the
customer with the best service they could provided this unique concern. We
spoke to this customer several times on 12.30.2015 (yesterday) and offered the
customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up
and even offered to escalate their concern internally to a higher
representative.
Please
note: that any agreement for a higher representative to follow up should be
considered as met at this time as the customer has selected to use the Revdex.com
mediation services and we are now responding solely thru this channel as one
organization.
The customer’s account also shows
a notation that on the day of the initial delivery (12.24.2015) they accused
our driver of consuming alcohol in their home and later called back to recant
and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was
offering to him. This is relevant information because there was clearly
activity going on during the 12.24.2015 initial delivery that the delivery team
wished to avoid by exiting the residence after they completed their actual
delivery of merchandise. This may or may not have contributed to the driver
leaving before taking the old mattress however it is a relevant fact that
deserves attention on behalf of this unique concern.
We apologize again that we are
unable to remove a mattress that has been exposed to the elements and as our
business did not instruct the customer to leave the mattress outside we are
unable to take ownership for the actions of the customer in this case. We have
tried to offer the customer a token of our apology for the inconveniences this
concern ultimately causes them and will upgrade our original offer ($50.00 Bobs
Discount Furniture Gift Card) to the compensation offer listed below:
If the customer does not want to
accept out gift card offer we instead, offer to refund $75.00 from the delivery
fee paid to us as recognition that the delivery was not completed in the manner
disclosed at this time of purchase.
If the customer would like to
accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’
and we will then create the necessary paperwork and reach out to the customer
to fully process the refund back to their original method of payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison