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
the window for delivery was between p.mand p.mthey showed up at 1:p.mthe drivers were lucky I was home or else I would have rejected this proposalI am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix thisI have gotten a cold for $get the scratches fixedI was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finishI do not see how a Bob's gift card will fix my scratchesThe resolution I prefer is compensation for the scratches and all the heartache we have dealt withRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721063, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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,
"margin: 0in 0in 0pt;">Please communicate my apologies to our customer; I am very sorry
that she feels she has been met with such a lack of care regarding her concern
I assure her that Bobs Discount Furniture wishes to help every customer who has
a product concern and consider our valued customers to be the most important
part of our business
The dry rot is a cause of the environment and not related to a
factory defect or an accident covered by this customer’s *** protection
planThe damage this customer is experiencing is caused by a mixture of wear,
the environment this merchandise is being kept in and an absence of proper care
for this material typeWe sent a factory trained professional to our customer’s
home in the hope that we could repair this damage, upon arriving and realizing
what the actual cause of this damage was we were met with the same disappointment
as the sad shape of this leather is not reclaimable
Leather
is a natural hide and the cause of leather dry rot is a lack of regular
conditioning, which adds moisture back into the leatherThis type of corrosion
occurs when the oils of the leather evaporate, causing the fibers to dry out
and pull apart from one anotherThe evaporation of oil causes the leather to
become weak and break as a resultLeather is manufactured to be a very durable
material, however in barren environments, where there is little moisture in the
air, dry rot can develop in as little as a yearAfter the leather begins to
shrink and pull apart it has lost its strength and is not repairableWhile we
genuinely wish to help this customer Bobs Discount Furniture is unable to take
ownership or responsibility for the concern this customer’s product is experiencing
as result of its atmosphere
I have attached a photo our technician took while in our customer’s
home that shows this damage is occurring on a seat, the seat of this sectional
is made of leatherI apologize again for this customer’s situation but as a
furniture retailer we cannot be expected to take on the accountability for
general maintenance and up keep of our customer’s product
We
do care very much for our customers and as a result of that it is important
that we honor our core value of honesty and make our customer aware that the
*** company will no longer warranty her sectional against accidents as a
result of its current conditionWe have placed a refund credit in our system
for the portion of monies our customer paid us for Goof Proof Protection on
this sectional and its components (pieces)Our accounting system will only
allow us to refund to our customer’s original method of payment, I ask that you
please inform our customer to expect a refund from *** *** (the third party
company she originally financed her purchase through) in the amount of $
We
are so sorry again that we are unable to provide repair or replacement for this
sectional
Thank
you for your help in communicating this information to our customer,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "background: none repeat scroll 0% 0% white; margin: 0in 62.25pt 0pt 6pt; line-height: 15pt;">Please
pass on our apologies for the frustration and the alarm this mold issue has
caused to our customerThere are several reasons as to how or why this type of
concern arises and regretfully because they are all related to the environment
the product is being kept in; Bobs Discount Furniture is unable to take
ownership or responsibility for this occurrenceThere are various articles and
education available to the public regarding ‘mold on a mattress’ I agree with our customer that any consumer
should properly educate themselves prior to making such an important purchase
like beddingThis issue is not directly related to our brand of memory
foam mattress (Bob-o-Pedic) or Bobs Discount Furniture
Mold
is a fungus found in areas that are mostly dark and moist with very little
sunlight and little to no air ventilationFibers and foams like those found in
mattresses can be common places that support mold growthIf our customer is
wondering how, why there is moisture under his mattress the simple answer is
that the came from his body
Everyone
sweats in their sleep; some folks do more than othersHaving been a
salesperson for Bobs before, I have spoken to several customers who say they
can sweat up to a pint or more during the course of an eveningAny type of
memory foam mattress is manufactured to hold in heat and remember your body
signature as the years of use pass byThrough out the course of a night the
body temperature rises and the human body perspires in order to cool it back
downDuring this process the body gets rid of a great deal of water
Ultimately if moisture gets beyond the bed sheets and/or the bed protector the
mattress acts like a sponge and absorbs the moisture
Because
we are a business that takes our customer’s satisfaction so seriously we have
already provided our customer with a store credit for the full price he paid
for this beddingWe are unable to remove this mattress from the home for our
customer as we are unable to take responsibility for an occurrence that is
beyond our controlWe do not recommend that our customer select another
mattress that is made with memory foam given how the original mattress
purchased faired in the home and should our customer select another memory foam
mattress and a mold concern arise again, we will not be able to provide any
recourse for that concernAs a business we have made a very valid and caring
attempt to meet our customer’s needs above considering our
own
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.09.2014) via phone and have
entered into an agreement to provide her with a return call tomorrow
(9.10.2014) prior to 2:00pmWe have made *** an offer for resolution and
she has advised me she would like to talk this offer over with her husband and
will provide me with her response tomorrow
While we are truly sorry for our customers continued disappointment
with the product she has received from us our records indicate a consistent
basis of honoring our customers requests for assistanceWe have covered the
cost of ordering parts, exchanging several items of merchandise, and
delivering/removing complete living room sets in an effort to satisfy our
customerIn some cases our records indicate a defect was present and in some
cases our records indicate a customer preference concernIn all cases we
worked above and beyond to meet our customers need for quality home furnishings
that they deemed to be satisfactory
As of today the sofa and loveseat that reside in the home
are free from any defects or concernsOur offer for resolution is as follows:
We provide a monetary refund totaling $This refund
consists of 15% off the price paid for the sofa and loveseat and a full refund
of the monies paid towards the Goof Proof Plan
By accepting this refund, *** will be agreeing to keep
the current sofa and loveseat she has ‘As is’‘As is’ indicates that there
will be no remaining warranties attached to this merchandise as we are
providing a discount on merchandise that currently has no defects
Thank you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues 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
Looking into this account I do see we have a service
technician scheduled to go to the home on 2/23/and
we currently have an even exchange scheduled for the bed on 2/27/to resolve
the remaining concern with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the bed has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on 2/27/and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office We will review the account at that time and
determine what further we are able to offer, I have authorized this to be
offered as a refund to *** *** instead of a Bob’s gift card if that is
what the customer prefers
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very
much for every one of our customers and we appreciate the opportunity to
exemplify that when ever it is possibleI am awaiting an email conformation
with photo(s) from our customer to verify that the merchandise itself is in
good condition other than the concerns our customer has statedUpon verifying
this I will proceed to process a resolution that *** agrees is satisfactory
for this concern
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care 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-
0in 0in 0pt;">We are sorry that this sofa has not lived up to the customer’s
expectation
We have reached out to this customer as the complaint also came to us
through another channel. We have a
technician scheduled to come to the home.
Any offer of resolution will be based on the technician’s report.
We offer the absolute best value at our price point, if our technician
finds the piece to have manufacturing defects we will be offering this customer
resolution. We have already explained to
the customer that we would not be able to offer a refund, but we do have
several other options available. We
honor our service statement, as it appears on every customer’s sales
order.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
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 usWhile it is not procedure we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
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
Just what I thought Bobs Furniture Goof Proof insurance is a scamJust tired to get a chair fixed with the Goof Proof that I was pressured into buying from the storeAlthough I like the furniture I have, I want anyone to know the Goof Proof is named correctlyAnyone who has bought it has been goofed to believing they will fix your stuff
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
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 Revdex.com,
white; LINE-HEIGHT: 15pt">We apologize that the customer is experiencing any disappointment while using the protection plan they purchased from us*** (*** is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesOur *** ***f Plus option is especially unique because it provides a certain amount of protection directly through Bobs Discount Furniture and a certain amount of protection thru the *** company
We provide a general flyer at the time of sale that very clearly indicates (in several places) that we are partnered with the *** company to offer this *** ***f Plus PlanThe flyer also depicts that there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan (from ***) for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that *** is continually sending these documents as many claims for coverage are routinely approved
In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and a copy of the sales invoice that states the differences in coverage detailsWe do apologize that the customer found our communications, verbal or written to be confusing at allWe work very hard everyday to ensure our customers receive the most transparent information possible and again part of the plan is honored by our company for factory defects; it ultimately depends on the type of coverage the consumer is seeking to access as to who handles the claim directlyI have also included a link to our website which showcases our recently upgraded *** ***f Plus flyer again depicting thoroughly that we are partnered with the *** company:
http://www.mybobs.com/goof-proof-plus
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Morning Revdex.com,
size="3">
I want to extend to this customer our sincere apologies. I see that the delivery team failed to
install the center leg on the sofa, causing it to sink. I don't blame this customer for being very
upset with us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for our customer and while I know this
is this customer’s Bobs experience I assure you that we would not be continuing
to grow if all our customers were met with so much disappointment during such
an important purchase
We would
not be able to offer to refund this purchase.
Our policy does clearly state that we can offer parts and service, if
parts and service can not correct the problem, we will absolutely offer to
exchange or for the customer to reselect.
We offered a reselection on a set that had been in the home almost
years; even though the technician had not found any manufacturing defects. The customer chose to reselect to a set that
they knew had to be special ordered, causing a delay I am happy to keep this credit open and
active in the system beyond our standard policy of days, to ensure our
customer can find something that they love.
We do want all of our customers to love new purchases
As a token
of our sincere apology I will offer to credit *** *** once they have made
their selection and have their new furniture in the home. While our policy is to offer any
compensation in the form of a Bob’s gift card, I am willing in this customer’s
case to offer compensation as a refund to *** ***. Compensation can only be offered one time, so
we would need to wait until the new purchase is in the home and the customer is
happy.
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 Customer Care Liaison
Bob’s Discount Furniture
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
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 Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please let *** know that we are truly very sorry for the overall
poor experience we provided him with during the purchase and delivery of his
new beddingI assure *** that our customer’s are our number one priority here
at Bobs and we equally find our driver’s reported behavior unacceptable
Our records reflect that we held several conversations with ***
after the disappointing mistake that we all take responsibility for*** not
only spoke with one of our Account Management Specialists (***) but he
also spoke with two other Customer Care agents (*** and ***) who executed
care and concern while trying to make our failure right by our customerWe did
make an offer for compensation based on the amount our customer spent with us
and the failure we caused however our initial offer was rejected by the
customer
While I certainly understand why this customer would want a gift
card for the amount of $this is not a valid offer that would continue to
sustain the needs of our business along with the needs of our customerThis
customer was charged $for a delivery fee and we can offer the customer a
Bobs Discount Furniture Gift Card in the amount of $
We apologize again for the inconvenience our error has caused ***
and we do hope he understands our position and accepts our offer for
compensationWe thank him for bringing a great deal of coaching concerns to
our attention and wish him many restful nights on his new mattress
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
the window for delivery was between p.mand p.mthey showed up at 1:p.mthe drivers were lucky I was home or else I would have rejected this proposalI am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix thisI have gotten a cold for $get the scratches fixedI was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finishI do not see how a Bob's gift card will fix my scratchesThe resolution I prefer is compensation for the scratches and all the heartache we have dealt withRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721063, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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,
"margin: 0in 0in 0pt;">Please communicate my apologies to our customer; I am very sorry
that she feels she has been met with such a lack of care regarding her concern
I assure her that Bobs Discount Furniture wishes to help every customer who has
a product concern and consider our valued customers to be the most important
part of our business
The dry rot is a cause of the environment and not related to a
factory defect or an accident covered by this customer’s *** protection
planThe damage this customer is experiencing is caused by a mixture of wear,
the environment this merchandise is being kept in and an absence of proper care
for this material typeWe sent a factory trained professional to our customer’s
home in the hope that we could repair this damage, upon arriving and realizing
what the actual cause of this damage was we were met with the same disappointment
as the sad shape of this leather is not reclaimable
Leather
is a natural hide and the cause of leather dry rot is a lack of regular
conditioning, which adds moisture back into the leatherThis type of corrosion
occurs when the oils of the leather evaporate, causing the fibers to dry out
and pull apart from one anotherThe evaporation of oil causes the leather to
become weak and break as a resultLeather is manufactured to be a very durable
material, however in barren environments, where there is little moisture in the
air, dry rot can develop in as little as a yearAfter the leather begins to
shrink and pull apart it has lost its strength and is not repairableWhile we
genuinely wish to help this customer Bobs Discount Furniture is unable to take
ownership or responsibility for the concern this customer’s product is experiencing
as result of its atmosphere
I have attached a photo our technician took while in our customer’s
home that shows this damage is occurring on a seat, the seat of this sectional
is made of leatherI apologize again for this customer’s situation but as a
furniture retailer we cannot be expected to take on the accountability for
general maintenance and up keep of our customer’s product
We
do care very much for our customers and as a result of that it is important
that we honor our core value of honesty and make our customer aware that the
*** company will no longer warranty her sectional against accidents as a
result of its current conditionWe have placed a refund credit in our system
for the portion of monies our customer paid us for Goof Proof Protection on
this sectional and its components (pieces)Our accounting system will only
allow us to refund to our customer’s original method of payment, I ask that you
please inform our customer to expect a refund from *** *** (the third party
company she originally financed her purchase through) in the amount of $
We
are so sorry again that we are unable to provide repair or replacement for this
sectional
Thank
you for your help in communicating this information to our customer,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "background: none repeat scroll 0% 0% white; margin: 0in 62.25pt 0pt 6pt; line-height: 15pt;">Please
pass on our apologies for the frustration and the alarm this mold issue has
caused to our customerThere are several reasons as to how or why this type of
concern arises and regretfully because they are all related to the environment
the product is being kept in; Bobs Discount Furniture is unable to take
ownership or responsibility for this occurrenceThere are various articles and
education available to the public regarding ‘mold on a mattress’ I agree with our customer that any consumer
should properly educate themselves prior to making such an important purchase
like beddingThis issue is not directly related to our brand of memory
foam mattress (Bob-o-Pedic) or Bobs Discount Furniture
Mold
is a fungus found in areas that are mostly dark and moist with very little
sunlight and little to no air ventilationFibers and foams like those found in
mattresses can be common places that support mold growthIf our customer is
wondering how, why there is moisture under his mattress the simple answer is
that the came from his body
Everyone
sweats in their sleep; some folks do more than othersHaving been a
salesperson for Bobs before, I have spoken to several customers who say they
can sweat up to a pint or more during the course of an eveningAny type of
memory foam mattress is manufactured to hold in heat and remember your body
signature as the years of use pass byThrough out the course of a night the
body temperature rises and the human body perspires in order to cool it back
downDuring this process the body gets rid of a great deal of water
Ultimately if moisture gets beyond the bed sheets and/or the bed protector the
mattress acts like a sponge and absorbs the moisture
Because
we are a business that takes our customer’s satisfaction so seriously we have
already provided our customer with a store credit for the full price he paid
for this beddingWe are unable to remove this mattress from the home for our
customer as we are unable to take responsibility for an occurrence that is
beyond our controlWe do not recommend that our customer select another
mattress that is made with memory foam given how the original mattress
purchased faired in the home and should our customer select another memory foam
mattress and a mold concern arise again, we will not be able to provide any
recourse for that concernAs a business we have made a very valid and caring
attempt to meet our customer’s needs above considering our
own
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.09.2014) via phone and have
entered into an agreement to provide her with a return call tomorrow
(9.10.2014) prior to 2:00pmWe have made *** an offer for resolution and
she has advised me she would like to talk this offer over with her husband and
will provide me with her response tomorrow
While we are truly sorry for our customers continued disappointment
with the product she has received from us our records indicate a consistent
basis of honoring our customers requests for assistanceWe have covered the
cost of ordering parts, exchanging several items of merchandise, and
delivering/removing complete living room sets in an effort to satisfy our
customerIn some cases our records indicate a defect was present and in some
cases our records indicate a customer preference concernIn all cases we
worked above and beyond to meet our customers need for quality home furnishings
that they deemed to be satisfactory
As of today the sofa and loveseat that reside in the home
are free from any defects or concernsOur offer for resolution is as follows:
We provide a monetary refund totaling $This refund
consists of 15% off the price paid for the sofa and loveseat and a full refund
of the monies paid towards the Goof Proof Plan
By accepting this refund, *** will be agreeing to keep
the current sofa and loveseat she has ‘As is’‘As is’ indicates that there
will be no remaining warranties attached to this merchandise as we are
providing a discount on merchandise that currently has no defects
Thank you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues 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
Looking into this account I do see we have a service
technician scheduled to go to the home on 2/23/and
we currently have an even exchange scheduled for the bed on 2/27/to resolve
the remaining concern with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the bed has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on 2/27/and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office We will review the account at that time and
determine what further we are able to offer, I have authorized this to be
offered as a refund to *** *** instead of a Bob’s gift card if that is
what the customer prefers
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very
much for every one of our customers and we appreciate the opportunity to
exemplify that when ever it is possibleI am awaiting an email conformation
with photo(s) from our customer to verify that the merchandise itself is in
good condition other than the concerns our customer has statedUpon verifying
this I will proceed to process a resolution that *** agrees is satisfactory
for this concern
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care 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-
0in 0in 0pt;">We are sorry that this sofa has not lived up to the customer’s
expectation
We have reached out to this customer as the complaint also came to us
through another channel. We have a
technician scheduled to come to the home.
Any offer of resolution will be based on the technician’s report.
We offer the absolute best value at our price point, if our technician
finds the piece to have manufacturing defects we will be offering this customer
resolution. We have already explained to
the customer that we would not be able to offer a refund, but we do have
several other options available. We
honor our service statement, as it appears on every customer’s sales
order.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
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 usWhile it is not procedure we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
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
Just what I thought Bobs Furniture Goof Proof insurance is a scamJust tired to get a chair fixed with the Goof Proof that I was pressured into buying from the storeAlthough I like the furniture I have, I want anyone to know the Goof Proof is named correctlyAnyone who has bought it has been goofed to believing they will fix your stuff
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
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 Revdex.com,
white; LINE-HEIGHT: 15pt">We apologize that the customer is experiencing any disappointment while using the protection plan they purchased from us*** (*** is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesOur *** ***f Plus option is especially unique because it provides a certain amount of protection directly through Bobs Discount Furniture and a certain amount of protection thru the *** company
We provide a general flyer at the time of sale that very clearly indicates (in several places) that we are partnered with the *** company to offer this *** ***f Plus PlanThe flyer also depicts that there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan (from ***) for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that *** is continually sending these documents as many claims for coverage are routinely approved
In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and a copy of the sales invoice that states the differences in coverage detailsWe do apologize that the customer found our communications, verbal or written to be confusing at allWe work very hard everyday to ensure our customers receive the most transparent information possible and again part of the plan is honored by our company for factory defects; it ultimately depends on the type of coverage the consumer is seeking to access as to who handles the claim directlyI have also included a link to our website which showcases our recently upgraded *** ***f Plus flyer again depicting thoroughly that we are partnered with the *** company:
http://www.mybobs.com/goof-proof-plus
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Morning Revdex.com,
size="3">
I want to extend to this customer our sincere apologies. I see that the delivery team failed to
install the center leg on the sofa, causing it to sink. I don't blame this customer for being very
upset with us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for our customer and while I know this
is this customer’s Bobs experience I assure you that we would not be continuing
to grow if all our customers were met with so much disappointment during such
an important purchase
We would
not be able to offer to refund this purchase.
Our policy does clearly state that we can offer parts and service, if
parts and service can not correct the problem, we will absolutely offer to
exchange or for the customer to reselect.
We offered a reselection on a set that had been in the home almost
years; even though the technician had not found any manufacturing defects. The customer chose to reselect to a set that
they knew had to be special ordered, causing a delay I am happy to keep this credit open and
active in the system beyond our standard policy of days, to ensure our
customer can find something that they love.
We do want all of our customers to love new purchases
As a token
of our sincere apology I will offer to credit *** *** once they have made
their selection and have their new furniture in the home. While our policy is to offer any
compensation in the form of a Bob’s gift card, I am willing in this customer’s
case to offer compensation as a refund to *** ***. Compensation can only be offered one time, so
we would need to wait until the new purchase is in the home and the customer is
happy.
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 Customer Care Liaison
Bob’s Discount Furniture
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
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 Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please let *** know that we are truly very sorry for the overall
poor experience we provided him with during the purchase and delivery of his
new beddingI assure *** that our customer’s are our number one priority here
at Bobs and we equally find our driver’s reported behavior unacceptable
Our records reflect that we held several conversations with ***
after the disappointing mistake that we all take responsibility for*** not
only spoke with one of our Account Management Specialists (***) but he
also spoke with two other Customer Care agents (*** and ***) who executed
care and concern while trying to make our failure right by our customerWe did
make an offer for compensation based on the amount our customer spent with us
and the failure we caused however our initial offer was rejected by the
customer
While I certainly understand why this customer would want a gift
card for the amount of $this is not a valid offer that would continue to
sustain the needs of our business along with the needs of our customerThis
customer was charged $for a delivery fee and we can offer the customer a
Bobs Discount Furniture Gift Card in the amount of $
We apologize again for the inconvenience our error has caused ***
and we do hope he understands our position and accepts our offer for
compensationWe thank him for bringing a great deal of coaching concerns to
our attention and wish him many restful nights on his new mattress
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison