Mr. [redacted],
I apologize that you have been unable to fully enjoy your furniture item, for the last 6 months. I reviewed your account using the identifying information supplied in your Revdex.com complaint however, I was only able to locate purchases made over a year ago but, there...
was no active part order. What item did you purchase that required a replacment part? Do you have your order number? I will gladly look further into the status of the part order and/or explore alternate options for recourse however, I need to be able to access your account.
Please provide the answers to the above questions.
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 Revdex.com,
I am shocked to learn of [redacted] reposting via your channel as
I had left him a voicemail with my direct phone number yesterday morning
(6.16.2014) asking that he contact me to discuss compensation/ how he would
like to proceed further based off the voicemail he left me on Saturday
6.14.2014. During the message that [redacted] left on my machine he indicated that he
may be seeking a pick up of this furniture for a monetary refund. I made [redacted]
aware via his voicemail that this was also an option we could discuss should he
see fit.
I personally called [redacted] on Friday (6.13.2014) prior to leaving
my office and confirmed the information for his delivery on Saturday
(6.14.2014). I truly did not anticipate that we would fail [redacted] or that his desk
would have been damaged during its transit from our distribution center to our
customer. I am so sorry that we disappointed him again. We have made efforts
above our usual process’s to make it right by [redacted], on 5.22.2014 we offered to
refund [redacted]’s delivery fee in an effort to keep his business with us and show
him that we care.
I must admit that I am slightly confused regarding [redacted]’s request
for “Upon delivery, I want a full refund
for the great inconvenience this company has caused and for the work I have
lost as a result.” As a business we are unable to offer our customer the
merchandise he purchased from us in its expected condition along with a monetary
refund of that same merchandise.
[redacted]’s account reflects that he is scheduled to receive a delivery
of this desk tomorrow (6.18.2014) and as we have previously offered to do we
can process the refund of the delivery fee he paid to us as early as today, if
he would like us to remove the merchandise from his home while we are there
tomorrow for a monetary refund we can do that as well. If he would prefer he can contact me directly
today, tomorrow, or when ever it is convenient for him at ###-###-####. If [redacted]
only wants to communicate through this channel then I will await his response
through the Revdex.com prior to making any changes to his account. I am genuinely very
sorry that we have continued to let [redacted] down during his purchase/delivery with
us and that he has had to spend any additional time waiting on his new
opportunity to work from home.
Thank You,
[redacted]
Bobs Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted]
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
- 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
-1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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]
I am very
sorry that our customer feels so failed by us and understand their reasoning
for seeking compensation outside of their concern being made right.
Our records
indicate that we arrived to the home within the time frame we gave our customer
(our records show 12:14pm) and regretfully we are unable to force a delivery
team to wait at a home for someone to be available after we have arrived as
scheduled. Our records further indicate that we did return to the home on
1.16.2016 and were told by the delivery team that there was still no one
available at the residence.
At this
time the customer’s merchandise ( fire place, occasional tables) shows
delivered as of 1.22.2016 and we have a service call scheduled out to repair a
concern of looseness in one of the tables on 1.30.2016.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. At this time we are looking forward to completely resolving
this customer’s concern on 1.30.2016 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the technician leaving their residence on 1.30.2016. We
will review the account at that time and determine what apology -compensation
offer we are able to make.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],
I was able to locate your order and was pleased to learn that we have since picked up the original bed and successfully delivered a new bed, dresser and mirror on, June 21, 2014.
Your business is appreciated and we hope that you are enjoying your new furniture.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I spoke to Tracy S[redacted] and I'm satisfied that Bob's is going to replace the defective recliner.
Thank you for helping me resolve this issue so promptly. Until the Revdex.com got involved, they were not willing to resolve it. To me, that speaks volumes on how Bob's conducts business. I truly appreciate your efforts.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said item.
Now, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup. The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed. It is feasible that the delivery men tossed the headset in the bag and into the dresser.
It was exactly 2 weeks since I filed a complaint. Even if it had been a month it makes no difference. Items in MY home should still be there.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the
customer continues to display.
As indicated in our previous response we have offered to
refund the cost of delivery from both orders and provide an additional $150.00 refund as an apology accommodation.
I am truly sorry that the customer feels this is unreasonable however as a
business compensation remains at our internal discretion. Our initial response
provided apology and acknowledgement regarding the amount of time our customer
has spent seeking resolution and we do hope that our customer can understand
that as we operate with a goal of fairness for all consumers alike we are
unable to offer apology amounts off of any one individual’s time.
Again we take full ownership for any and all failures caused
to our customer and are now proactively seeking to move forward. We do not
deliver used or refurbished merchandise under the pretense that it is new. If
the customer remains unhappy with the railings we have a pending exchange waiting
on the customer to schedule. We are more than happy to do our very best to work
around the customer’s professional schedule to accommodate a date or a time
frame that may work best for the exchange.
If the below statement represents a response for our initial
outline of conversation on 10.7.2015 with Ms. M[redacted], I must convey that I remain
perplexed as I have fully disclosed that Ms. M[redacted] is and remains the highest
level of professional available put in place and fully trusted to handle our
customer’s concerns by our business. It would be highly unnatural for Ms.
M[redacted] to communicate that her supervisor would be contacting the customer back
as Ms. M[redacted] is the highest level available of senior management for
resolving customer concerns.
Statement referenced:
“Additionally, as recorded the customer service agent stated that
she would have her supervisor call the customer and the customer still has not
received a call.”
It seems I may have personally perceived the customer’s use
of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation.
Of course we want to provide our customer the home furnishings selected in the
expected excellent condition, we certainly understand how and why our customer
has lost faith in our ability to satisfy with the delivery of new product and
are willing to take every step available to us to ensure that our customer’s
final delivery of the bed provides the utmost satisfaction. As indicated, we undoubtedly
wish to make the furniture concern right and based on the customer’s rebuttal,
the open and active resolution of providing replacement parts for the sofa and
loveseat concerns appears to be the best suited resolution at this time for our
customer.
In reference to the Property Claim, we do not staff
contractors and it remains in the customer’s best interest to provide our
company with at least an estimate for repair from a contractor that the
customer selects to work inside their own residence. It is highly likely that
the contractor obtained can also take photos at the time of estimate and submit
those along with the estimate to our [redacted]
email address.
We are desperately seeking to help this customer move
forward and regretfully the customer continues to thwart our efforts to do so.
There is no amount of money that will ever make the poor experience our
customer has endured OK but we have taken responsibility, provided several
avenues for resolution for each concern present, and provided an apology offer of
compensation to be executed once we are certain our customer is satisfied with
the original promise we made (merchandise in its expected condition). We have
already worked out and beyond several company policies in an extreme effort to
convey our care for our customer; we do hope our customer can understand the
position of our business and our desire to help our customer move forward from
these concerns.
Kindest Regards,
Stephanie A. G[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...
Complaint: [redacted]
I am rejecting this response because: I have purchased many items from bobs furniture That I was happy with. You know it is bargain furniture when you buy it but if your careful with it it can suit your needs for what it is. The way I was treated so badly it left my chin on the ground. No one cared how poorly they treated me or how they beat up the furniture after you paid for furniture. The service was not just below par but unbelievably despicable. I really believe Bob should re think his commercials as he states how he is really honest and cares about his customers but his stores shows the opposite. It is a matter of truth and honesty. [redacted] Wrong is wrong...........
Sincerely,
[redacted]
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 even
after the expiration of our one year guarantee period.
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. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over two
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, we are able to
make a store credit offer to from a place of extreme courtesy and care.
1) 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 60%
of the original cost you paid for both the Sofa and the Loveseat 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. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
2)
If you would like to keep the pieces instead or reselecting, we can offer you a
percentage back as a store credit or as a refund. We would be will to offer you a 20%
concession off the purchase price of the sofa and loveseat. This would be a refund of $239.80.
Please let me know if either of these options 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,
Tracy 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 the first proposed option is the best for our interest.
The first proposed resolution is:
"we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line up. Please communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection."
Sincerely,
[redacted]
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]
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]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. We have approved the pickup for refund due to
the number of failures this customer has had to endure.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
size="3">
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 in reference to this claim. I have also attached a copy of the [redacted]
handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[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. The customer
reported that they did not know how this damage occurred. By [redacted]’s guidelines this is not a
verifiable accident.
This set was purchase in March 2013. The
pieces carried with them a one year warranty against manufacturing defects. That year warranty expired two years
ago. We did send our tech to the home, free of
charge for a “Best Effort Service” January 31, 2015. He looked at the dresser and deemed it was
un-repairable. As it was outside of
warranty at that time, we had no recourse to offer.
We regret that we are unable to offer recourse to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Mr. [redacted],
I apologize that you have been unable to fully enjoy your furniture item, for the last 6 months. I reviewed your account using the identifying information supplied in your Revdex.com complaint however, I was only able to locate purchases made over a year ago but, there...
was no active part order. What item did you purchase that required a replacment part? Do you have your order number? I will gladly look further into the status of the part order and/or explore alternate options for recourse however, I need to be able to access your account.
Please provide the answers to the above questions.
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 Revdex.com,
I am shocked to learn of [redacted] reposting via your channel as
I had left him a voicemail with my direct phone number yesterday morning
(6.16.2014) asking that he contact me to discuss compensation/ how he would
like to proceed further based off the voicemail he left me on Saturday
6.14.2014. During the message that [redacted] left on my machine he indicated that he
may be seeking a pick up of this furniture for a monetary refund. I made [redacted]
aware via his voicemail that this was also an option we could discuss should he
see fit.
I personally called [redacted] on Friday (6.13.2014) prior to leaving
my office and confirmed the information for his delivery on Saturday
(6.14.2014). I truly did not anticipate that we would fail [redacted] or that his desk
would have been damaged during its transit from our distribution center to our
customer. I am so sorry that we disappointed him again. We have made efforts
above our usual process’s to make it right by [redacted], on 5.22.2014 we offered to
refund [redacted]’s delivery fee in an effort to keep his business with us and show
him that we care.
I must admit that I am slightly confused regarding [redacted]’s request
for “Upon delivery, I want a full refund
for the great inconvenience this company has caused and for the work I have
lost as a result.” As a business we are unable to offer our customer the
merchandise he purchased from us in its expected condition along with a monetary
refund of that same merchandise.
[redacted]’s account reflects that he is scheduled to receive a delivery
of this desk tomorrow (6.18.2014) and as we have previously offered to do we
can process the refund of the delivery fee he paid to us as early as today, if
he would like us to remove the merchandise from his home while we are there
tomorrow for a monetary refund we can do that as well. If he would prefer he can contact me directly
today, tomorrow, or when ever it is convenient for him at ###-###-####. If [redacted]
only wants to communicate through this channel then I will await his response
through the Revdex.com prior to making any changes to his account. I am genuinely very
sorry that we have continued to let [redacted] down during his purchase/delivery with
us and that he has had to spend any additional time waiting on his new
opportunity to work from home.
Thank You,
[redacted]
Bobs Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted]
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
- 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
-1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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 Morning Revdex.com,...
I am very
sorry that our customer feels so failed by us and understand their reasoning
for seeking compensation outside of their concern being made right.
Our records
indicate that we arrived to the home within the time frame we gave our customer
(our records show 12:14pm) and regretfully we are unable to force a delivery
team to wait at a home for someone to be available after we have arrived as
scheduled. Our records further indicate that we did return to the home on
1.16.2016 and were told by the delivery team that there was still no one
available at the residence.
At this
time the customer’s merchandise ( fire place, occasional tables) shows
delivered as of 1.22.2016 and we have a service call scheduled out to repair a
concern of looseness in one of the tables on 1.30.2016.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. At this time we are looking forward to completely resolving
this customer’s concern on 1.30.2016 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the technician leaving their residence on 1.30.2016. We
will review the account at that time and determine what apology -compensation
offer we are able to make.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],
I was able to locate your order and was pleased to learn that we have since picked up the original bed and successfully delivered a new bed, dresser and mirror on, June 21, 2014.
Your business is appreciated and we hope that you are enjoying your new furniture.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I spoke to Tracy S[redacted] and I'm satisfied that Bob's is going to replace the defective recliner.
Thank you for helping me resolve this issue so promptly. Until the Revdex.com got involved, they were not willing to resolve it. To me, that speaks volumes on how Bob's conducts business. I truly appreciate your efforts.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said item.
Now, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup. The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed. It is feasible that the delivery men tossed the headset in the bag and into the dresser.
It was exactly 2 weeks since I filed a complaint. Even if it had been a month it makes no difference. Items in MY home should still be there.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the
customer continues to display.
As indicated in our previous response we have offered to
refund the cost of delivery from both orders and provide an additional $150.00 refund as an apology accommodation.
I am truly sorry that the customer feels this is unreasonable however as a
business compensation remains at our internal discretion. Our initial response
provided apology and acknowledgement regarding the amount of time our customer
has spent seeking resolution and we do hope that our customer can understand
that as we operate with a goal of fairness for all consumers alike we are
unable to offer apology amounts off of any one individual’s time.
Again we take full ownership for any and all failures caused
to our customer and are now proactively seeking to move forward. We do not
deliver used or refurbished merchandise under the pretense that it is new. If
the customer remains unhappy with the railings we have a pending exchange waiting
on the customer to schedule. We are more than happy to do our very best to work
around the customer’s professional schedule to accommodate a date or a time
frame that may work best for the exchange.
If the below statement represents a response for our initial
outline of conversation on 10.7.2015 with Ms. M[redacted], I must convey that I remain
perplexed as I have fully disclosed that Ms. M[redacted] is and remains the highest
level of professional available put in place and fully trusted to handle our
customer’s concerns by our business. It would be highly unnatural for Ms.
M[redacted] to communicate that her supervisor would be contacting the customer back
as Ms. M[redacted] is the highest level available of senior management for
resolving customer concerns.
Statement referenced:
“Additionally, as recorded the customer service agent stated that
she would have her supervisor call the customer and the customer still has not
received a call.”
It seems I may have personally perceived the customer’s use
of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation.
Of course we want to provide our customer the home furnishings selected in the
expected excellent condition, we certainly understand how and why our customer
has lost faith in our ability to satisfy with the delivery of new product and
are willing to take every step available to us to ensure that our customer’s
final delivery of the bed provides the utmost satisfaction. As indicated, we undoubtedly
wish to make the furniture concern right and based on the customer’s rebuttal,
the open and active resolution of providing replacement parts for the sofa and
loveseat concerns appears to be the best suited resolution at this time for our
customer.
In reference to the Property Claim, we do not staff
contractors and it remains in the customer’s best interest to provide our
company with at least an estimate for repair from a contractor that the
customer selects to work inside their own residence. It is highly likely that
the contractor obtained can also take photos at the time of estimate and submit
those along with the estimate to our [redacted]
email address.
We are desperately seeking to help this customer move
forward and regretfully the customer continues to thwart our efforts to do so.
There is no amount of money that will ever make the poor experience our
customer has endured OK but we have taken responsibility, provided several
avenues for resolution for each concern present, and provided an apology offer of
compensation to be executed once we are certain our customer is satisfied with
the original promise we made (merchandise in its expected condition). We have
already worked out and beyond several company policies in an extreme effort to
convey our care for our customer; we do hope our customer can understand the
position of our business and our desire to help our customer move forward from
these concerns.
Kindest Regards,
Stephanie A. G[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...
Complaint: [redacted]
I am rejecting this response because: I have purchased many items from bobs furniture That I was happy with. You know it is bargain furniture when you buy it but if your careful with it it can suit your needs for what it is. The way I was treated so badly it left my chin on the ground. No one cared how poorly they treated me or how they beat up the furniture after you paid for furniture. The service was not just below par but unbelievably despicable. I really believe Bob should re think his commercials as he states how he is really honest and cares about his customers but his stores shows the opposite. It is a matter of truth and honesty. [redacted] Wrong is wrong...........
Sincerely,
[redacted]
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 even
after the expiration of our one year guarantee period.
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. You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over two
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, we are able to
make a store credit offer to from a place of extreme courtesy and care.
1) 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 60%
of the original cost you paid for both the Sofa and the Loveseat 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. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
2)
If you would like to keep the pieces instead or reselecting, we can offer you a
percentage back as a store credit or as a refund. We would be will to offer you a 20%
concession off the purchase price of the sofa and loveseat. This would be a refund of $239.80.
Please let me know if either of these options 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,
Tracy 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 the first proposed option is the best for our interest.
The first proposed resolution is:
"we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line up. Please communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection."
Sincerely,
[redacted]
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]
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]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. We have approved the pickup for refund due to
the number of failures this customer has had to endure.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
Good Afternoon Revdex.com,
size="3">
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 in reference to this claim. I have also attached a copy of the [redacted]
handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[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. The customer
reported that they did not know how this damage occurred. By [redacted]’s guidelines this is not a
verifiable accident.
This set was purchase in March 2013. The
pieces carried with them a one year warranty against manufacturing defects. That year warranty expired two years
ago. We did send our tech to the home, free of
charge for a “Best Effort Service” January 31, 2015. He looked at the dresser and deemed it was
un-repairable. As it was outside of
warranty at that time, we had no recourse to offer.
We regret that we are unable to offer recourse to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison