Roman" size="3">
Good Morning Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution. Should the customer wish to accept this offer
they are able to go to the store when it is convenient and choose something
else. As with the dresser and the chair
that the customer has had delivered and decided to reselect on, there would be
a new delivery fee applied to the new merchandise. This credit is active now and will be active
for 60 days. Please see attached copy.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the
customer continues to display.
As indicated in our previous response we have offered to
refund the cost of delivery from both orders and provide an additional $150.00 refund as an apology accommodation.
I am truly sorry that the customer feels this is unreasonable however as a
business compensation remains at our internal discretion. Our initial response
provided apology and acknowledgement regarding the amount of time our customer
has spent seeking resolution and we do hope that our customer can understand
that as we operate with a goal of fairness for all consumers alike we are
unable to offer apology amounts off of any one individual’s time.
Again we take full ownership for any and all failures caused
to our customer and are now proactively seeking to move forward. We do not
deliver used or refurbished merchandise under the pretense that it is new. If
the customer remains unhappy with the railings we have a pending exchange waiting
on the customer to schedule. We are more than happy to do our very best to work
around the customer’s professional schedule to accommodate a date or a time
frame that may work best for the exchange.
If the below statement represents a response for our initial
outline of conversation on 10.7.2015 with Ms. M[redacted], I must convey that I remain
perplexed as I have fully disclosed that Ms. M[redacted] is and remains the highest
level of professional available put in place and fully trusted to handle our
customer’s concerns by our business. It would be highly unnatural for Ms.
M[redacted] to communicate that her supervisor would be contacting the customer back
as Ms. M[redacted] is the highest level available of senior management for
resolving customer concerns.
Statement referenced:
“Additionally, as recorded the customer service agent stated that
she would have her supervisor call the customer and the customer still has not
received a call.”
It seems I may have personally perceived the customer’s use
of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation.
Of course we want to provide our customer the home furnishings selected in the
expected excellent condition, we certainly understand how and why our customer
has lost faith in our ability to satisfy with the delivery of new product and
are willing to take every step available to us to ensure that our customer’s
final delivery of the bed provides the utmost satisfaction. As indicated, we undoubtedly
wish to make the furniture concern right and based on the customer’s rebuttal,
the open and active resolution of providing replacement parts for the sofa and
loveseat concerns appears to be the best suited resolution at this time for our
customer.
In reference to the Property Claim, we do not staff
contractors and it remains in the customer’s best interest to provide our
company with at least an estimate for repair from a contractor that the
customer selects to work inside their own residence. It is highly likely that
the contractor obtained can also take photos at the time of estimate and submit
those along with the estimate to our [redacted]
email address.
We are desperately seeking to help this customer move
forward and regretfully the customer continues to thwart our efforts to do so.
There is no amount of money that will ever make the poor experience our
customer has endured OK but we have taken responsibility, provided several
avenues for resolution for each concern present, and provided an apology offer of
compensation to be executed once we are certain our customer is satisfied with
the original promise we made (merchandise in its expected condition). We have
already worked out and beyond several company policies in an extreme effort to
convey our care for our customer; we do hope our customer can understand the
position of our business and our desire to help our customer move forward from
these concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted]
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
- 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
-1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap made. When broke after 2 weeks, I called for replacement because I bought the warranty with it. It has been couple of months, they haven't replaced it yet. I call CS, they said they had no idea why it took so long. They said they would call me. No luck so far.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.12 and at the time of purchase, the customer purchased the option of
Goof Proof.
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. That year ended on 8.20.13, over three years
ago.
This protection plan is through a third party company,
[redacted]. [redacted] covers the merchandise
for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. Please see attached Goof Proof flyer the customer
would have been given at time of purchase.
The customer called in to Bob’s and reported several
issues. We sent out a technician on
10.18.16 as a “Best Effort”. This is
offered to a customer that no longer is under warranty. We offer the customer a courtesy service to
see if the tech is able to repair any thing in the home. If he is not able to repair then we can
ascertain what parts a customer might be able to purchase to bring the set back
up to manufacturing standards.
In this customer’s case the parts are no longer
available. That does not have any
bearing on the reality that the warranty expired over three years ago. We would not be able to offer this customer
the resolutions they seek. The only
recourse that we had available was the Best Effort service.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I purchased a dining set from bob's that includes a bench. The bench was made for people to sit on at the table. Two people were sitting on the bench and the bench broke. Bob's deems this an accident. [redacted] says it's not an accident because people are supposed to sit on the bench. I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench. Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement.
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. I have also attached a copy of
the Warranty Card the customer received from [redacted] after purchase and a copy
of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not a
verifiable accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. Please see attached photos. I apologize again that we have no further
recourse to offer this concern directly at this time.
Explaining to a customer that the damage is not a
manufacturing defect, that it was caused in the home is not in any way a
defamation of character. There is no judgment,
only a statement of the fact that this damage was not a defect in the
workmanship. We are very sorry if this
customer felt any different.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-theme-font: minor-latin; mso-ansi-language: EN;" lang="EN">Good Morning Revdex.com-
We are very sorry for any
confusion or miscommunication. Our
technician was sent to the home 11.11.16.
He was sent there only to look at the dining room set. The other pieces should not have been
inspected as those were not reported to us at the time the service was
created. The technician did inspect and
take photos of the damages the customer showed him. I have reviewed these photos with our service
managers for resolution.
The cracked chair is
damaged because as the customer stated they tightened it themselves and cracked
the wood. This is not a manufacturing
defect as the customer caused this damage by their own admission.
The all leather sofa
appears to have not been conditioned properly.
Furniture that is 100% leather will experience the top layer peeling or
sloughing off if it has not been conditioned or it is located near an area of
high heat. Direct sunlight or close
proximity to a radiator or heat vent will also cause the leather to dry
out. This is not a manufacturing defect.
The mattress damage does
appear to be manufacturing in nature. We
have set up an exchange for the mattress only and the customer can call into
customer care or the store at their earliest convenience to schedule the
exchange of the mattress.
Thank you for bringing
this to our attention.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. We have approved the pickup for refund due to
the number of failures this customer has had to endure.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
Worst customer service ever
Waited a year for my dining set to be replaced and a year after they schedule a delivery for a new set and happens to be that the new set was missing chairs. Customer service would not do anything for me even after me taking a week off work to receive parts a few weeks ago customer service said that they shipped and a supervisor told me that the parts were never shipped
HORRIBLE CUSTOMER SERVICE
AND FORGET ABOUT THEIR PROTECTION PLAN THAT YOU PAY FOR NOTHING
size="3">
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage) of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I purchased the warranty from you not guardian. That company never came out last week I am supposed to get it cleaned this week after the time frame they gave me of 10 days.
Sincerely,
[redacted]
I reserve the right to contact the Revdex.com back should I not receive this night stand. The information given to Revdex.com is incorrect, I first contacted Bob's customer service, and spoke to a Manager. I believe his name was [redacted]. He said that nothing could be done to get the nightstand any sooner. I did give Bob's first chance to remedy the issue. They declined to do so. It was only after I contacted Revdex.com that Bob's felt the need to resolve my concerns. While I feel that a manufacturer can discontinue furniture at any time, I do not feel that Bob's gives their staff this information. If sales reps and customer service knew this, I believe that they would advise customers to purchase all of the items of interest at the same time. This way we as consumers can have complete sets. What I was advised to do by their corporate customer service was to purchase a similar nightstand to match. I think this is just poor customer service, and poor business practices. Furthermore, when I paid I was told it would be in for pick up on Wednesday, and not Saturday. Their corporate office must understand that as a consumer if we are promised things, we expect that. We should not have to inconvenience ourselves by rearranging schedules, etc because they are not giving sales staff, and customer service staff the right information.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however I would not like to close this complaint until the factory fresh sofa is delivered to my address.
I would like to accept their speedier resolution which is to replace the sofa with a factory fresh model however I would like to emphasize that the replacement sofa has to be absolutely fresh and not a refurbished, damaged or product from their pit.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot, they have reopened the claim.
They tried to reach the customer 1.26.17. If the customer has the contact number for
the person handling the claim we suggest they reach out as soon as possible to
discuss the next step.
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.
In 2012 and 2013, my wife and I purchased a living room set and bedroom set. When making both of these purchases, we specifically told the salesperson that we had a small dog who might bite the furniture. We were told to purchase the [redacted] plus plan which would protect us in case the furniture was damaged. We purchased the plans for both living room and bedroom sets and thought that we were set.
Fast forward to 2015, my wife was wiping the top of the dresser when she noticed that it had watermark like stains on top and my dog decided to look for his ball under the dresser and nightstand so he scratched the bottom of both of these products. We called to get these either fixed or replaced but was told by the company that Bob's uses ([redacted]) that the scratches weren't covered under the plan and furthermore, the watermark also could not be covered under the plan because the furniture was no longer under the [redacted] plan.
We also called for the dark burgundy leather sectional sofa because my 14 month old daughter who is teething put her mouth on the couch and when she picked up her mouth, it looked like she was eating something purple. The coloring of the sofa came off and was in her mouth and all over her face. My wife took a damp cloth and wiped the sofa. It looked like she was peeling off the top layer of the leather. We called Bob's to get this remedied but was once again told that this was not covered under the warranty. The entire sofa looks like it is peeling but this not covered under the [redacted] plus warranty.
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out,...
when we are given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted] AND[redacted] *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]
From: [redacted]
Sent: Tuesday, April 29, 2014 11:47 AM
To: [redacted]
Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
hi, I am writing to let you know that this morning when I took my mattress off...
the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks
Please
pass on our apologies for the disappointment our customer is experiencing with
the bed that they purchased. I assure our customer that the bed delivered and
assembled was the exact replica of the model displayed and assembled within our
showroom on date of purchase.
Although
our technician confirmed on 9.08.2015 that the concern present did not stem
from any manufacturing concern within the merchandise and the customer is
outside of the warranty period we disclosed at time of purchase we have
provided a courtesy offer for resolution below.
Please
note we do sell additional support systems at cost for consumers whose
preference needs require more support under the bed then what the manufacturer
views as normal and adequate. We also sell a number of headboards that can be
hooked to a metal frame should this option make a consumer feel more secure
with overall stability.
As a one time courtesy we
can offer to provide a store credit based on the amount paid to us for the BED
only (BED = Headboard, footboard, railings per sales invoice). With this store
credit the customer is able to re visit any of our showrooms and select a
different bed that may suit their needs better.
As an additional courtesy
we will offer to cover the cost of delivering the new merchandise selected and
we will expect to remove the current bed from the customer’s home when the new
bed is delivered.
Please ask that our
customer respond to us via the Revdex.com to make us aware of their acceptance of this
resolution offer. Once accepted we will create the credit and have our retail
location reach out to our customer to make them aware of the credit being
activated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.
And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows
that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.
Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.
We never imagined this would happen.
still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Roman" size="3">
Good Morning Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution. Should the customer wish to accept this offer
they are able to go to the store when it is convenient and choose something
else. As with the dresser and the chair
that the customer has had delivered and decided to reselect on, there would be
a new delivery fee applied to the new merchandise. This credit is active now and will be active
for 60 days. Please see attached copy.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our apologies for the disappointment the
customer continues to display.
As indicated in our previous response we have offered to
refund the cost of delivery from both orders and provide an additional $150.00 refund as an apology accommodation.
I am truly sorry that the customer feels this is unreasonable however as a
business compensation remains at our internal discretion. Our initial response
provided apology and acknowledgement regarding the amount of time our customer
has spent seeking resolution and we do hope that our customer can understand
that as we operate with a goal of fairness for all consumers alike we are
unable to offer apology amounts off of any one individual’s time.
Again we take full ownership for any and all failures caused
to our customer and are now proactively seeking to move forward. We do not
deliver used or refurbished merchandise under the pretense that it is new. If
the customer remains unhappy with the railings we have a pending exchange waiting
on the customer to schedule. We are more than happy to do our very best to work
around the customer’s professional schedule to accommodate a date or a time
frame that may work best for the exchange.
If the below statement represents a response for our initial
outline of conversation on 10.7.2015 with Ms. M[redacted], I must convey that I remain
perplexed as I have fully disclosed that Ms. M[redacted] is and remains the highest
level of professional available put in place and fully trusted to handle our
customer’s concerns by our business. It would be highly unnatural for Ms.
M[redacted] to communicate that her supervisor would be contacting the customer back
as Ms. M[redacted] is the highest level available of senior management for
resolving customer concerns.
Statement referenced:
“Additionally, as recorded the customer service agent stated that
she would have her supervisor call the customer and the customer still has not
received a call.”
It seems I may have personally perceived the customer’s use
of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation.
Of course we want to provide our customer the home furnishings selected in the
expected excellent condition, we certainly understand how and why our customer
has lost faith in our ability to satisfy with the delivery of new product and
are willing to take every step available to us to ensure that our customer’s
final delivery of the bed provides the utmost satisfaction. As indicated, we undoubtedly
wish to make the furniture concern right and based on the customer’s rebuttal,
the open and active resolution of providing replacement parts for the sofa and
loveseat concerns appears to be the best suited resolution at this time for our
customer.
In reference to the Property Claim, we do not staff
contractors and it remains in the customer’s best interest to provide our
company with at least an estimate for repair from a contractor that the
customer selects to work inside their own residence. It is highly likely that
the contractor obtained can also take photos at the time of estimate and submit
those along with the estimate to our [redacted]
email address.
We are desperately seeking to help this customer move
forward and regretfully the customer continues to thwart our efforts to do so.
There is no amount of money that will ever make the poor experience our
customer has endured OK but we have taken responsibility, provided several
avenues for resolution for each concern present, and provided an apology offer of
compensation to be executed once we are certain our customer is satisfied with
the original promise we made (merchandise in its expected condition). We have
already worked out and beyond several company policies in an extreme effort to
convey our care for our customer; we do hope our customer can understand the
position of our business and our desire to help our customer move forward from
these concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted]
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
- 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
-1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap made. When broke after 2 weeks, I called for replacement because I bought the warranty with it. It has been couple of months, they haven't replaced it yet. I call CS, they said they had no idea why it took so long. They said they would call me. No luck so far.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.12 and at the time of purchase, the customer purchased the option of
Goof Proof.
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. That year ended on 8.20.13, over three years
ago.
This protection plan is through a third party company,
[redacted]. [redacted] covers the merchandise
for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. Please see attached Goof Proof flyer the customer
would have been given at time of purchase.
The customer called in to Bob’s and reported several
issues. We sent out a technician on
10.18.16 as a “Best Effort”. This is
offered to a customer that no longer is under warranty. We offer the customer a courtesy service to
see if the tech is able to repair any thing in the home. If he is not able to repair then we can
ascertain what parts a customer might be able to purchase to bring the set back
up to manufacturing standards.
In this customer’s case the parts are no longer
available. That does not have any
bearing on the reality that the warranty expired over three years ago. We would not be able to offer this customer
the resolutions they seek. The only
recourse that we had available was the Best Effort service.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I purchased a dining set from bob's that includes a bench. The bench was made for people to sit on at the table. Two people were sitting on the bench and the bench broke. Bob's deems this an accident. [redacted] says it's not an accident because people are supposed to sit on the bench. I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench. Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement.
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. I have also attached a copy of
the Warranty Card the customer received from [redacted] after purchase and a copy
of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not a
verifiable accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. Please see attached photos. I apologize again that we have no further
recourse to offer this concern directly at this time.
Explaining to a customer that the damage is not a
manufacturing defect, that it was caused in the home is not in any way a
defamation of character. There is no judgment,
only a statement of the fact that this damage was not a defect in the
workmanship. We are very sorry if this
customer felt any different.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-theme-font: minor-latin; mso-ansi-language: EN;" lang="EN">Good Morning Revdex.com-
We are very sorry for any
confusion or miscommunication. Our
technician was sent to the home 11.11.16.
He was sent there only to look at the dining room set. The other pieces should not have been
inspected as those were not reported to us at the time the service was
created. The technician did inspect and
take photos of the damages the customer showed him. I have reviewed these photos with our service
managers for resolution.
The cracked chair is
damaged because as the customer stated they tightened it themselves and cracked
the wood. This is not a manufacturing
defect as the customer caused this damage by their own admission.
The all leather sofa
appears to have not been conditioned properly.
Furniture that is 100% leather will experience the top layer peeling or
sloughing off if it has not been conditioned or it is located near an area of
high heat. Direct sunlight or close
proximity to a radiator or heat vent will also cause the leather to dry
out. This is not a manufacturing defect.
The mattress damage does
appear to be manufacturing in nature. We
have set up an exchange for the mattress only and the customer can call into
customer care or the store at their earliest convenience to schedule the
exchange of the mattress.
Thank you for bringing
this to our attention.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. We have approved the pickup for refund due to
the number of failures this customer has had to endure.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
Worst customer service ever
Waited a year for my dining set to be replaced and a year after they schedule a delivery for a new set and happens to be that the new set was missing chairs. Customer service would not do anything for me even after me taking a week off work to receive parts a few weeks ago customer service said that they shipped and a supervisor told me that the parts were never shipped
HORRIBLE CUSTOMER SERVICE
AND FORGET ABOUT THEIR PROTECTION PLAN THAT YOU PAY FOR NOTHING
Good Morning Revdex.com,
size="3">
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage) of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I purchased the warranty from you not guardian. That company never came out last week I am supposed to get it cleaned this week after the time frame they gave me of 10 days.
Sincerely,
[redacted]
I reserve the right to contact the Revdex.com back should I not receive this night stand. The information given to Revdex.com is incorrect, I first contacted Bob's customer service, and spoke to a Manager. I believe his name was [redacted]. He said that nothing could be done to get the nightstand any sooner. I did give Bob's first chance to remedy the issue. They declined to do so. It was only after I contacted Revdex.com that Bob's felt the need to resolve my concerns. While I feel that a manufacturer can discontinue furniture at any time, I do not feel that Bob's gives their staff this information. If sales reps and customer service knew this, I believe that they would advise customers to purchase all of the items of interest at the same time. This way we as consumers can have complete sets. What I was advised to do by their corporate customer service was to purchase a similar nightstand to match. I think this is just poor customer service, and poor business practices. Furthermore, when I paid I was told it would be in for pick up on Wednesday, and not Saturday. Their corporate office must understand that as a consumer if we are promised things, we expect that. We should not have to inconvenience ourselves by rearranging schedules, etc because they are not giving sales staff, and customer service staff the right information.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however I would not like to close this complaint until the factory fresh sofa is delivered to my address.
I would like to accept their speedier resolution which is to replace the sofa with a factory fresh model however I would like to emphasize that the replacement sofa has to be absolutely fresh and not a refurbished, damaged or product from their pit.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot, they have reopened the claim.
They tried to reach the customer 1.26.17. If the customer has the contact number for
the person handling the claim we suggest they reach out as soon as possible to
discuss the next step.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
In 2012 and 2013, my wife and I purchased a living room set and bedroom set. When making both of these purchases, we specifically told the salesperson that we had a small dog who might bite the furniture. We were told to purchase the [redacted] plus plan which would protect us in case the furniture was damaged. We purchased the plans for both living room and bedroom sets and thought that we were set.
Fast forward to 2015, my wife was wiping the top of the dresser when she noticed that it had watermark like stains on top and my dog decided to look for his ball under the dresser and nightstand so he scratched the bottom of both of these products. We called to get these either fixed or replaced but was told by the company that Bob's uses ([redacted]) that the scratches weren't covered under the plan and furthermore, the watermark also could not be covered under the plan because the furniture was no longer under the [redacted] plan.
We also called for the dark burgundy leather sectional sofa because my 14 month old daughter who is teething put her mouth on the couch and when she picked up her mouth, it looked like she was eating something purple. The coloring of the sofa came off and was in her mouth and all over her face. My wife took a damp cloth and wiped the sofa. It looked like she was peeling off the top layer of the leather. We called Bob's to get this remedied but was once again told that this was not covered under the warranty. The entire sofa looks like it is peeling but this not covered under the [redacted] plus warranty.
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out,...
when we are given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted] AND[redacted] *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]
From: [redacted]
Sent: Tuesday, April 29, 2014 11:47 AM
To: [redacted]
Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
hi, I am writing to let you know that this morning when I took my mattress off...
the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks
face="Calibri">Good
Morning Revdex.com,
Please
pass on our apologies for the disappointment our customer is experiencing with
the bed that they purchased. I assure our customer that the bed delivered and
assembled was the exact replica of the model displayed and assembled within our
showroom on date of purchase.
Although
our technician confirmed on 9.08.2015 that the concern present did not stem
from any manufacturing concern within the merchandise and the customer is
outside of the warranty period we disclosed at time of purchase we have
provided a courtesy offer for resolution below.
Please
note we do sell additional support systems at cost for consumers whose
preference needs require more support under the bed then what the manufacturer
views as normal and adequate. We also sell a number of headboards that can be
hooked to a metal frame should this option make a consumer feel more secure
with overall stability.
As a one time courtesy we
can offer to provide a store credit based on the amount paid to us for the BED
only (BED = Headboard, footboard, railings per sales invoice). With this store
credit the customer is able to re visit any of our showrooms and select a
different bed that may suit their needs better.
As an additional courtesy
we will offer to cover the cost of delivering the new merchandise selected and
we will expect to remove the current bed from the customer’s home when the new
bed is delivered.
Please ask that our
customer respond to us via the Revdex.com to make us aware of their acceptance of this
resolution offer. Once accepted we will create the credit and have our retail
location reach out to our customer to make them aware of the credit being
activated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.
And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows
that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.
Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.
We never imagined this would happen.
still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Sincerely,[redacted]