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
Good Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by...
August 11,2015, otherwise it will expire and again be voided.Thanks,[redacted]
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 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 made
in November 2014 and at that time the customer purchased the option of Goof
Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer called into [redacted] to report damage that was
not an accident. If it is not reported
as an accident to [redacted], they will not cover the claim. Our technician was at the customer’s home in
March. He reported that the arm was not
a manufacturing defect. It is very
common for arm rests to be damaged due to customer’s misuse. Arm rests are what the name implies; they are
only intended for resting an arm on. If
a customer uses the armrest to sit on or to support themselves while getting
up, the arm may sustain damage. I do not
know what may have caused this damage and I am in no way looking to assign
blame for this damage. I am only stating
the most common causes for arm rest damage.
We will offer this customer resolution in this case.
The [redacted] protection plan the customer purchased does
allow for a one time replacement in cases where the damage can not be repaired
with service or parts. We will extend
that offer to this customer at this time.
I have set up the paperwork, if they customer would like to purchase
[redacted] on the new loveseat they will need to reach out to the store to make
that payment. If this customer does not
choose to purchase the protection plan the new loveseat would be covered for
one year against manufacturing defects only.
Please have this customer call ###-###-#### when they hear Bob start
talking hit 1. This will direct you to
the store, where you can either pay for the [redacted] or schedule the exchange
without it. If you choose to have this
delivered without the protection plan, it can not be added later.
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]
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.
I
am terribly sorry that you have been experiencing such concern with the corner
piece of your sectional. I do understand how aggravating it is being passed in
between two companies and I assure you that Bobs Discount Furniture truly
values every customer who chooses to spend their hard earned money with us.
Our
records indicate that the corner piece of your sectional not only has the seam separation
concern, but also has various damages of “chewed up” leather. Our technician
determined that this type of damage could have been caused by a dog. The
questionable “chewed up” damage is the main reason we have not been able to
provide you with a resolution. Yes, you did purchase the Goof Proof Protection
Plan which is a very valuable plan that we encourage all our customers to
invest in; however animal damages from teeth, beaks, claws and feet are
considered a preventable occurrence under the Goof Proof Protection Plan
guidelines. Like many other protection or insurance plans that you purchase for
electronics or your vehicle there must be certain exclusions in order to keep
the plan fair for all consumers. I am a pet owner myself and completely
understand that there are certain events that our pets can cause that are
sometimes beyond our control. Regretfully there is not a company or insurance
plan in existence that will take responsibility for furniture being chewed on.
I
have a genuine interest in helping you resolve this concern because Bobs
Discount Furniture is a company that knows how important each one of our
customers is and we continually strive to earn and keep their trust in our
business. In order to proceed further I will ask that you send me current
pictures of your sectional. You can respond to me through this channel or you
are welcome to email me these photos directly at [redacted] .
Please
send a minimum of two (2) photos to me. One (1) photo of your entire sectional
and one (1) photo of the corner piece and its specific damages.
I
sincerely want to help you [redacted] and await your response.
Thank
You,
[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]
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]
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out 3 times and have failed all 3 time we have a 4 th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $250 to take off my account for the continued problems they have caused and have yet to fix withch has been over 2 weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time
Sincerely,
[redacted]
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
Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly...
reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]
Bought a cabinet in July 2015. Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg. Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours. Day 3 has ended and nobody for the special department has called. I will never buy anything from them again.
From beginning to end this is one of the best buying experiences I have ever had. I visited the store in [redacted] last week. A salesman, Edwardo, greeted me. I told him I just wanted to look around at dining sets. He directed me to where they were located and then left me alone as requested.
I returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlessly. My delivery was set up for the following Wednesday. On Monday I received a call letting me know that my order would be delivered between 11 am and 3 pm on Wednesday. On Tuesday I checked online to see if we were still on schedule. We were. On Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:45 and 12:15. At twelve noon the truck showed up with three delivery men. They were professionally dressed in uniforms and very polite. They went to work immediately assembling everything. Within 45 minutes they were done. The furniture is gorgeous, the delivery men set it up and cleaned up everything. I couldn't be more pleased. What a great experience. This is my go to place for all my furnishings in the future. Very high quality, outstanding service and great communication. Good job Bob.
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
We are very sorry for the issues the delay in delivery and poor
service caused you. We absolutely agree
that you should be refunded for the damaged ottoman. We did not complete the delivery correctly.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the pick
up is completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt.
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]
I purchased a sofa from Bob's and started falling apart within 4 months. I took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every time. My Granddaughter's bed is also falling apart, this place is the worst I have ever dealt with. I want my money back and they can have there crap furniture.
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]
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
Good Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by...
August 11,2015, otherwise it will expire and again be voided.Thanks,[redacted]
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 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 made
in November 2014 and at that time the customer purchased the option of Goof
Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer called into [redacted] to report damage that was
not an accident. If it is not reported
as an accident to [redacted], they will not cover the claim. Our technician was at the customer’s home in
March. He reported that the arm was not
a manufacturing defect. It is very
common for arm rests to be damaged due to customer’s misuse. Arm rests are what the name implies; they are
only intended for resting an arm on. If
a customer uses the armrest to sit on or to support themselves while getting
up, the arm may sustain damage. I do not
know what may have caused this damage and I am in no way looking to assign
blame for this damage. I am only stating
the most common causes for arm rest damage.
We will offer this customer resolution in this case.
The [redacted] protection plan the customer purchased does
allow for a one time replacement in cases where the damage can not be repaired
with service or parts. We will extend
that offer to this customer at this time.
I have set up the paperwork, if they customer would like to purchase
[redacted] on the new loveseat they will need to reach out to the store to make
that payment. If this customer does not
choose to purchase the protection plan the new loveseat would be covered for
one year against manufacturing defects only.
Please have this customer call ###-###-#### when they hear Bob start
talking hit 1. This will direct you to
the store, where you can either pay for the [redacted] or schedule the exchange
without it. If you choose to have this
delivered without the protection plan, it can not be added later.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
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
Afternoon [redacted],
I
am terribly sorry that you have been experiencing such concern with the corner
piece of your sectional. I do understand how aggravating it is being passed in
between two companies and I assure you that Bobs Discount Furniture truly
values every customer who chooses to spend their hard earned money with us.
Our
records indicate that the corner piece of your sectional not only has the seam separation
concern, but also has various damages of “chewed up” leather. Our technician
determined that this type of damage could have been caused by a dog. The
questionable “chewed up” damage is the main reason we have not been able to
provide you with a resolution. Yes, you did purchase the Goof Proof Protection
Plan which is a very valuable plan that we encourage all our customers to
invest in; however animal damages from teeth, beaks, claws and feet are
considered a preventable occurrence under the Goof Proof Protection Plan
guidelines. Like many other protection or insurance plans that you purchase for
electronics or your vehicle there must be certain exclusions in order to keep
the plan fair for all consumers. I am a pet owner myself and completely
understand that there are certain events that our pets can cause that are
sometimes beyond our control. Regretfully there is not a company or insurance
plan in existence that will take responsibility for furniture being chewed on.
I
have a genuine interest in helping you resolve this concern because Bobs
Discount Furniture is a company that knows how important each one of our
customers is and we continually strive to earn and keep their trust in our
business. In order to proceed further I will ask that you send me current
pictures of your sectional. You can respond to me through this channel or you
are welcome to email me these photos directly at [redacted] .
Please
send a minimum of two (2) photos to me. One (1) photo of your entire sectional
and one (1) photo of the corner piece and its specific damages.
I
sincerely want to help you [redacted] and await your response.
Thank
You,
[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]
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]
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out 3 times and have failed all 3 time we have a 4 th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $250 to take off my account for the continued problems they have caused and have yet to fix withch has been over 2 weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time
Sincerely,
[redacted]
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
Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly...
reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]
Bought a cabinet in July 2015. Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg. Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours. Day 3 has ended and nobody for the special department has called. I will never buy anything from them again.
From beginning to end this is one of the best buying experiences I have ever had. I visited the store in [redacted] last week. A salesman, Edwardo, greeted me. I told him I just wanted to look around at dining sets. He directed me to where they were located and then left me alone as requested.
I returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlessly. My delivery was set up for the following Wednesday. On Monday I received a call letting me know that my order would be delivered between 11 am and 3 pm on Wednesday. On Tuesday I checked online to see if we were still on schedule. We were. On Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:45 and 12:15. At twelve noon the truck showed up with three delivery men. They were professionally dressed in uniforms and very polite. They went to work immediately assembling everything. Within 45 minutes they were done. The furniture is gorgeous, the delivery men set it up and cleaned up everything. I couldn't be more pleased. What a great experience. This is my go to place for all my furnishings in the future. Very high quality, outstanding service and great communication. Good job Bob.
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 Morning Revdex.com and Doreen-...
We are very sorry for the issues the delay in delivery and poor
service caused you. We absolutely agree
that you should be refunded for the damaged ottoman. We did not complete the delivery correctly.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the pick
up is completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt.
[redacted] Bob's has not resolved this issue. Please re-open this case.
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]
I purchased a sofa from Bob's and started falling apart within 4 months. I took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every time. My Granddaughter's bed is also falling apart, this place is the worst I have ever dealt with. I want my money back and they can have there crap furniture.
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]