Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of saleWe can
understand our customer’s frustration and assure our customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall
Our records indicate that as of our ** distribution center
sent out the following list of parts via the *** *** *** ***
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we caused
right so that our customer is satisfied with the product that they have
purchased from usIf we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concernsIn example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these railsThere is no indication that a Queen Sized
Footboard was purchased with this bedAs this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer trackTraditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us It does appear that the *** Company has
reconsidered the position they stated to the customer. I am showing claim *** is set up for service. We encourage this customer if they have not
already discussed this with *** to reach out with this claim number to
discuss the details
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passed At this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeks
We would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayed
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?
I do not have the invoice #
The charge was to me
*** ***
the shipping address was to *** ***
* *** ***
*** **
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015)I have personally worked with
this customer, and provided documentations by email, to decipher the current
details of her account with usI have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it rightThe customer has my direct
contact information and I have made agreements to follow up again with this
customer on
Kind Regards,
*** ** ***
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 April 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, ***. *** 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.
We can absolutely offer service to repair the chip on the
chair leg. I have already created this service;
the customer can call into customer care and schedule this when they have a
moment
The issue with the marble top on the server is not so easily
remedied. It does appear from the photos
that this is a damage that was caused in the home. It appears that a container was set on the
top and either was wet on the outside or had condensation on the outside. Please see attached photo. This is not a repairable issue. The customer called it in to *** stating
that she did not know how or when it happened.
For it to be covered by *** it has to be an accident. It is not a manufacturing defect, so we would
not be able to offer any recourse through Bob’s
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Received my Jerry boy recliner on 4/18/and on 10/5/the recliner seat collapsedCalled bob and guardian to have the unit repaired or replaced and no one wants to take ownershipI'm sorry but furniture that is a year and half should not break down the quickly especially when I treat my furniture with careNot to mention I have the good proof plus plan but eveyone basically says not my problem it broke we took your money and were not covering itI will never buy bob furniture again and will recommend to all my family and friends to do the same as they don't keep their end of the deal of insuring their product nor does their sub contractor guardian Horrible service from both!!!!!!
Needless to say I have a unusable recliner sitting in my living room since thenWrote a letter to guardian about what occured since I failed to report that my daughter broke it because my wife did not tell me thatIts been three or four week's since the letter was mailed and no responseLets treat the average Joe that buys from us like garbage and throw him to the sideIts people like me that make the company rich and the way they are treated reflects your future
Complaint: ***
I am rejecting this response because: I contacted *** through their website and was asked to send pictures of the damageI called today and was told that they will contact me within hoursIf the issue is not resolved through them then I will like to finish resolving the issue through Bob's Discount Furniture and the Revdex.comThank you
Sincerely,
*** ***
Good
Morning Revdex.com,
We are very sorry that there was
an error in scheduling this customer’s delivery, I do see the notes from the
agent that they spoke with stating they were scheduling it for Tuesday the 10th. It appears they may have clicked on the wrong
date, for that inconvenience we are very sorry
The paperwork was submitted by
Brienne to have this delivery added to the schedule for 5/14/16. Our routing department is working on this
currently. The customer can call and check
on the status of this aThursday.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
I
apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’
purchasing option that Bobs Discount Furniture offers to our customersI can
certainly understand your frustration and I assure you that it is never our
intention to present our customers purchasing options we do not find valuableI
cannot apologize enough for the alleged sales experience you had in our ***
locationThe time of sale is a very exciting time and we don’t want any of our
sales professionals to have a negative impact on this process, I have followed
up with the appropriate parties to ensure we are properly representing this
purchasing option at our *** store
I
have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is
signed by you and a person named ‘*** ** ***’It is clearly stated on
this agreement under the ‘Total Payments’ section that: “If you choose to
obtain ownership through monthly rental, you will make payments”The
document goes on to disclose that of the monthly payments will be in the
amount of $and the total sales tax you will have paid over these
months will amount to $I wish there was more that Bobs Discount
Furniture could do to assist you with your concern, however by signing this
leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’
company that currently owns the sectional you have possession of
As
‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not
well versed on their policies and procedures for returning or refunding the
merchandise you currently have in your homeFrom reviewing the first page of
the signed agreement it is clear to me, and stated in writing, that this is a
rental transactionBased on that information I do not see how a monetary
refund would be possible because you are paying for each month you have possession
of this productSince you are still paying ‘Acceptance Now’/’RAC’ for the
furniture I would suggest following up with this company directly as they can
better handle your request if you are still seeking to return the merchandise
Bobs Discount Furniture genuinely wishes to help every customer who has a
concern and I apologize again that we have no further recourse to offer
relating to this concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mr***
Roman">
We are sincerely sorry that as a first
time customer your experience went so wrong.
This is not the experience our customer’s have.
Your comments regarding the service you received by our
delivery, customer care, and at our store are very important to usWe want
customers to love shopping with Bobs, so your report of a disturbing experience
with our associates is a serious concern for usIt is inexcusable for anyone
to speak to you in a less then respectful way during any of your delivery,
sales, or customer care interactionsI know it is upsetting when someone who
should be serving you is disrespectful and we do hope you can accept our
deepest apologiesYou deserve only the best service, especially when you visit
BobsWe have begun addressing the obvious coaching concerns you have brought
to our attention within our staff and will take the appropriate action
We value each and every customer’s purchase whether it is
constructed from a small or large monetary amount and recognize everyday that
our customers are the most important part of our businessWe have built our
business one customer at a time with core values like diversity, community, and
integrityWe offer so many different purchasing options to every consumer so
that we may have the opportunity to serve all customers alike with the brand we
believe in; we do not value one purchasing option more than another
We do have a different account from our delivery
team. The tracker on the truck places
them at the home at 12:25. The driver
reported that as he approached the door, a gentleman working on a car in the
driveway advised them that no one was home.
The team then called in to us Was there someone at the home working on a
car? Can you forward me the footage of
the team in the driveway? Obviously if our team is not reporting stop accurately
that is another issue we must address
We apologize again for the impact our
failures have had on your valuable time and thank you for bringing the coaching
concerns we have to our direct attention
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We apologize that our customer is so disappointed with the recent
purchase and services acquired thru our companyOur customer’s have always
been and will always be the most important part of our business and our
internal records do reflect that we made every attempt possible to assist this
customer prior to this Revdex.com complaint being reviewed
As of this consumer contacted our Customer Care Offices
and spoke with our highest level available for assistance with her concerns
The customer called us one day after her delivery occurred and
alleged that the she believed the mouse came out of her newly delivered
productWe assured the customer of the fact that we take the appropriate
precautions to prevent occurrences like thisPrior to this phone call ending
the customer conveyed that she actually thought the mouse may have just been in
her home, she described just purchasing this residence to our Customer Care
Agent
The customer also conveyed to us that she wasn’t happy with this
merchandise and we offered various options for resolution directly to our
customer on this dayWe explained that we were happy to provide a service,
even exchange, or a reselection (to different merchandise) to our customerWe
even advised the customer that we would cover the cost of a new delivery fee
should she wish to pick out different product
Our records indicate that this customer continued to demand a
refund As the Revdex.com knows our refund
policy is very clearly expressed on our sales invoice, this invoice is also
commonly signed by our customer at the time of saleIn an extreme effort to
meet our customer’s demands while keeping the needs of our business in mind- we
did offer a partial sales order refund to the customer on the sofa, loveseat
and lampsThis offer was refused
and we were told by the customer that someone else in the home liked the lamps
and they would prefer to take a service repair appointment to correct any
merchandise concerns they had
We scheduled the service appointment for (last Friday),
the customer told us that service was needed prior to 3:00pm and we made sure
that her request for time frame was also honoredOur technician’s report
indicates that he was let into the home at approximately 11:00am; the customer
went upstairs, came back downstairs and made a comment indicating that there wasn’t
time for the technician to be allowed to complete the service appointment and
our technician had to leave the residenceWe then attempted to contact the
customer directly by phone at approximately 11:16am to reschedule this service
appointment and we had to leave a message for the customer
At this time we are still very willing to assist our customer
directlyThe options for resolution we have thoroughly communicated to this
customer are still available to the customerShould the customer wish we can
complete any of the following options:
1)
The service can be rescheduled for another day
of the customer’s choosing
Or
2)
The customer can contact us and schedule an
even exchange for the merchandise that has damages to it
Or
3)
The customer can contact us and we can create
a store credit based on the price paid for this merchandise (so ultimately the
customer can pick out merchandise they are satisfied with)
Or
4) The
customer can contact us and schedule a date when we can remove the Sofa,
Loveseat, and Lamps for a monetary refund
A
refund of monies cannot be transferred back to this customer until the
merchandise has been fully returned to our distribution center
Please ask that the customer either respond to us via this Revdex.com
channel or contact us directly to advise us of how they would like to proceed
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Me and the wife bought a couch in Octoberour sales lady who was great,told us that there was a great warranty for dollars that would cover anything no questions askThey would come to the house and replace what ever had happen with extended warranty two months later our dog peed on one of the cushions some my wife washed and dryed the coverAnd it shrunk long story short they said it wasnt covered and bobs in Latham ny was no help either wouldn't recommend there's a lot better customer service from elsewhere
Good Afternoon Revdex.com,
"">
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they are owed something additional after their concerns have
been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur 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
We currently have the final delivery pending that can be scheduled for the dressers
on or after November 12, to complete the delivery of this order
At this time we are looking forward to completely resolving this customer’s
concern on or after November 12th and once the delivery is completed,
we can offer compensation for the delay.
Normally we offer compensation only as a Bob’s Gift Card, but due to the
longer then expected delay, we will offer this customer’s compensation as
either a Gift Card or as a refund to *** ***
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the customer
has had possession since
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
controlThese parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay
As of this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customerOur
records indicated that customer paid $out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $This resolution has been available to the customer since
and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them
Please advise the customer to contact us directly at
*** (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept
Good Morning Revdex.com,
size=3>Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase
Our records indicate that as of this customer’s concern has been fully rectified directly through our Customer Care Offices, Customer Care Management Team
At this time we would consider this concern resolved and apologize to our customer again
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Good Afternoon Revdex.com and ***,
I am very sorry to hear you
have located pests near the product that was delivered to you on 3/30/16. In an effort to ease your mind and alleviate
any future issues and due to the fact the merchandise was removed from the home
on that day we can certainly offer to refund you for the purchase. I have made special arrangements with the
store manager to offer you a cash refund for the cash portion of the sale. We would need to ensure that you go to the
store later in the day, as we do not want to inconvenience you further by not
having the cash on hand Most of our
business is credit, so we do not have very much cash early on any given
day. You can certainly call the store
before making to trip just to ensure they have enough. The portion of the sale that was on the
credit card would be refunded back to the same card, please have the card
available to process
If you decide to proceed with
the scheduled delivery for 4/4/we would not be able to offer the discount
you are requesting. As Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
we do not sell products infected by pests The photo that you submitted is a full grown
well fed bug; it could not have been living in the new furniture.
The bedding that you purchased
was a new product that was wrapped from the manufacturerI can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishingsThese pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control
Kindest Regards,
Tracy S
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
face="Calibri">This customer’s account indicates that the merchandise with alleged
concern was removed from the home on
I have updated the commentary of order number *** that
this customer has been approved for a refund after the pick up fully finalizes
in our system (since the merchandise was picked up on a Saturday the return
process does take a few business days to fully finalize into our MD warehouse)
We suggest the customer contact their retail location to have this refund
paperwork created and processed on Wednesday
As we were not provided with a proper opportunity to inspect
this merchandise or verify the allegations listed here, we maintain that we are
working above and beyond policies set forth during the time of sale to please
this customer as an individual
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of saleWe can
understand our customer’s frustration and assure our customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall
Our records indicate that as of our ** distribution center
sent out the following list of parts via the *** *** *** ***
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we caused
right so that our customer is satisfied with the product that they have
purchased from usIf we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concernsIn example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these railsThere is no indication that a Queen Sized
Footboard was purchased with this bedAs this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer trackTraditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us It does appear that the *** Company has
reconsidered the position they stated to the customer. I am showing claim *** is set up for service. We encourage this customer if they have not
already discussed this with *** to reach out with this claim number to
discuss the details
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passed At this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeks
We would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayed
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?
I do not have the invoice #
The charge was to me
*** ***
the shipping address was to *** ***
* *** ***
*** **
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015)I have personally worked with
this customer, and provided documentations by email, to decipher the current
details of her account with usI have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it rightThe customer has my direct
contact information and I have made agreements to follow up again with this
customer on
Kind Regards,
*** ** ***
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 April 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, ***. *** 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.
We can absolutely offer service to repair the chip on the
chair leg. I have already created this service;
the customer can call into customer care and schedule this when they have a
moment
The issue with the marble top on the server is not so easily
remedied. It does appear from the photos
that this is a damage that was caused in the home. It appears that a container was set on the
top and either was wet on the outside or had condensation on the outside. Please see attached photo. This is not a repairable issue. The customer called it in to *** stating
that she did not know how or when it happened.
For it to be covered by *** it has to be an accident. It is not a manufacturing defect, so we would
not be able to offer any recourse through Bob’s
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Received my Jerry boy recliner on 4/18/and on 10/5/the recliner seat collapsedCalled bob and guardian to have the unit repaired or replaced and no one wants to take ownershipI'm sorry but furniture that is a year and half should not break down the quickly especially when I treat my furniture with careNot to mention I have the good proof plus plan but eveyone basically says not my problem it broke we took your money and were not covering itI will never buy bob furniture again and will recommend to all my family and friends to do the same as they don't keep their end of the deal of insuring their product nor does their sub contractor guardian Horrible service from both!!!!!!
Needless to say I have a unusable recliner sitting in my living room since thenWrote a letter to guardian about what occured since I failed to report that my daughter broke it because my wife did not tell me thatIts been three or four week's since the letter was mailed and no responseLets treat the average Joe that buys from us like garbage and throw him to the sideIts people like me that make the company rich and the way they are treated reflects your future
Complaint: ***
I am rejecting this response because: I contacted *** through their website and was asked to send pictures of the damageI called today and was told that they will contact me within hoursIf the issue is not resolved through them then I will like to finish resolving the issue through Bob's Discount Furniture and the Revdex.comThank you
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good
Morning Revdex.com,
We are very sorry that there was
an error in scheduling this customer’s delivery, I do see the notes from the
agent that they spoke with stating they were scheduling it for Tuesday the 10th. It appears they may have clicked on the wrong
date, for that inconvenience we are very sorry
The paperwork was submitted by
Brienne to have this delivery added to the schedule for 5/14/16. Our routing department is working on this
currently. The customer can call and check
on the status of this aThursday.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon ***,
I
apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’
purchasing option that Bobs Discount Furniture offers to our customersI can
certainly understand your frustration and I assure you that it is never our
intention to present our customers purchasing options we do not find valuableI
cannot apologize enough for the alleged sales experience you had in our ***
locationThe time of sale is a very exciting time and we don’t want any of our
sales professionals to have a negative impact on this process, I have followed
up with the appropriate parties to ensure we are properly representing this
purchasing option at our *** store
I
have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is
signed by you and a person named ‘*** ** ***’It is clearly stated on
this agreement under the ‘Total Payments’ section that: “If you choose to
obtain ownership through monthly rental, you will make payments”The
document goes on to disclose that of the monthly payments will be in the
amount of $and the total sales tax you will have paid over these
months will amount to $I wish there was more that Bobs Discount
Furniture could do to assist you with your concern, however by signing this
leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’
company that currently owns the sectional you have possession of
As
‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not
well versed on their policies and procedures for returning or refunding the
merchandise you currently have in your homeFrom reviewing the first page of
the signed agreement it is clear to me, and stated in writing, that this is a
rental transactionBased on that information I do not see how a monetary
refund would be possible because you are paying for each month you have possession
of this productSince you are still paying ‘Acceptance Now’/’RAC’ for the
furniture I would suggest following up with this company directly as they can
better handle your request if you are still seeking to return the merchandise
Bobs Discount Furniture genuinely wishes to help every customer who has a
concern and I apologize again that we have no further recourse to offer
relating to this concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mr***
Roman">
We are sincerely sorry that as a first
time customer your experience went so wrong.
This is not the experience our customer’s have.
Your comments regarding the service you received by our
delivery, customer care, and at our store are very important to usWe want
customers to love shopping with Bobs, so your report of a disturbing experience
with our associates is a serious concern for usIt is inexcusable for anyone
to speak to you in a less then respectful way during any of your delivery,
sales, or customer care interactionsI know it is upsetting when someone who
should be serving you is disrespectful and we do hope you can accept our
deepest apologiesYou deserve only the best service, especially when you visit
BobsWe have begun addressing the obvious coaching concerns you have brought
to our attention within our staff and will take the appropriate action
We value each and every customer’s purchase whether it is
constructed from a small or large monetary amount and recognize everyday that
our customers are the most important part of our businessWe have built our
business one customer at a time with core values like diversity, community, and
integrityWe offer so many different purchasing options to every consumer so
that we may have the opportunity to serve all customers alike with the brand we
believe in; we do not value one purchasing option more than another
We do have a different account from our delivery
team. The tracker on the truck places
them at the home at 12:25. The driver
reported that as he approached the door, a gentleman working on a car in the
driveway advised them that no one was home.
The team then called in to us Was there someone at the home working on a
car? Can you forward me the footage of
the team in the driveway? Obviously if our team is not reporting stop accurately
that is another issue we must address
We apologize again for the impact our
failures have had on your valuable time and thank you for bringing the coaching
concerns we have to our direct attention
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We apologize that our customer is so disappointed with the recent
purchase and services acquired thru our companyOur customer’s have always
been and will always be the most important part of our business and our
internal records do reflect that we made every attempt possible to assist this
customer prior to this Revdex.com complaint being reviewed
As of this consumer contacted our Customer Care Offices
and spoke with our highest level available for assistance with her concerns
The customer called us one day after her delivery occurred and
alleged that the she believed the mouse came out of her newly delivered
productWe assured the customer of the fact that we take the appropriate
precautions to prevent occurrences like thisPrior to this phone call ending
the customer conveyed that she actually thought the mouse may have just been in
her home, she described just purchasing this residence to our Customer Care
Agent
The customer also conveyed to us that she wasn’t happy with this
merchandise and we offered various options for resolution directly to our
customer on this dayWe explained that we were happy to provide a service,
even exchange, or a reselection (to different merchandise) to our customerWe
even advised the customer that we would cover the cost of a new delivery fee
should she wish to pick out different product
Our records indicate that this customer continued to demand a
refund As the Revdex.com knows our refund
policy is very clearly expressed on our sales invoice, this invoice is also
commonly signed by our customer at the time of saleIn an extreme effort to
meet our customer’s demands while keeping the needs of our business in mind- we
did offer a partial sales order refund to the customer on the sofa, loveseat
and lampsThis offer was refused
and we were told by the customer that someone else in the home liked the lamps
and they would prefer to take a service repair appointment to correct any
merchandise concerns they had
We scheduled the service appointment for (last Friday),
the customer told us that service was needed prior to 3:00pm and we made sure
that her request for time frame was also honoredOur technician’s report
indicates that he was let into the home at approximately 11:00am; the customer
went upstairs, came back downstairs and made a comment indicating that there wasn’t
time for the technician to be allowed to complete the service appointment and
our technician had to leave the residenceWe then attempted to contact the
customer directly by phone at approximately 11:16am to reschedule this service
appointment and we had to leave a message for the customer
At this time we are still very willing to assist our customer
directlyThe options for resolution we have thoroughly communicated to this
customer are still available to the customerShould the customer wish we can
complete any of the following options:
1)
The service can be rescheduled for another day
of the customer’s choosing
Or
2)
The customer can contact us and schedule an
even exchange for the merchandise that has damages to it
Or
3)
The customer can contact us and we can create
a store credit based on the price paid for this merchandise (so ultimately the
customer can pick out merchandise they are satisfied with)
Or
4) The
customer can contact us and schedule a date when we can remove the Sofa,
Loveseat, and Lamps for a monetary refund
A
refund of monies cannot be transferred back to this customer until the
merchandise has been fully returned to our distribution center
Please ask that the customer either respond to us via this Revdex.com
channel or contact us directly to advise us of how they would like to proceed
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Me and the wife bought a couch in Octoberour sales lady who was great,told us that there was a great warranty for dollars that would cover anything no questions askThey would come to the house and replace what ever had happen with extended warranty two months later our dog peed on one of the cushions some my wife washed and dryed the coverAnd it shrunk long story short they said it wasnt covered and bobs in Latham ny was no help either wouldn't recommend there's a lot better customer service from elsewhere
Good Afternoon Revdex.com,
"">
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they are owed something additional after their concerns have
been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur 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
We currently have the final delivery pending that can be scheduled for the dressers
on or after November 12, to complete the delivery of this order
At this time we are looking forward to completely resolving this customer’s
concern on or after November 12th and once the delivery is completed,
we can offer compensation for the delay.
Normally we offer compensation only as a Bob’s Gift Card, but due to the
longer then expected delay, we will offer this customer’s compensation as
either a Gift Card or as a refund to *** ***
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the customer
has had possession since
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
controlThese parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay
As of this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customerOur
records indicated that customer paid $out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $This resolution has been available to the customer since
and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them
Please advise the customer to contact us directly at
*** (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept
Good Morning Revdex.com,
size=3>Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase
Our records indicate that as of this customer’s concern has been fully rectified directly through our Customer Care Offices, Customer Care Management Team
At this time we would consider this concern resolved and apologize to our customer again
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Good Afternoon Revdex.com and ***,
I am very sorry to hear you
have located pests near the product that was delivered to you on 3/30/16. In an effort to ease your mind and alleviate
any future issues and due to the fact the merchandise was removed from the home
on that day we can certainly offer to refund you for the purchase. I have made special arrangements with the
store manager to offer you a cash refund for the cash portion of the sale. We would need to ensure that you go to the
store later in the day, as we do not want to inconvenience you further by not
having the cash on hand Most of our
business is credit, so we do not have very much cash early on any given
day. You can certainly call the store
before making to trip just to ensure they have enough. The portion of the sale that was on the
credit card would be refunded back to the same card, please have the card
available to process
If you decide to proceed with
the scheduled delivery for 4/4/we would not be able to offer the discount
you are requesting. As Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
we do not sell products infected by pests The photo that you submitted is a full grown
well fed bug; it could not have been living in the new furniture.
The bedding that you purchased
was a new product that was wrapped from the manufacturerI can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishingsThese pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control
Kindest Regards,
Tracy S
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
face="Calibri">This customer’s account indicates that the merchandise with alleged
concern was removed from the home on
I have updated the commentary of order number *** that
this customer has been approved for a refund after the pick up fully finalizes
in our system (since the merchandise was picked up on a Saturday the return
process does take a few business days to fully finalize into our MD warehouse)
We suggest the customer contact their retail location to have this refund
paperwork created and processed on Wednesday
As we were not provided with a proper opportunity to inspect
this merchandise or verify the allegations listed here, we maintain that we are
working above and beyond policies set forth during the time of sale to please
this customer as an individual
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison