Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
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.
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/her. I ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not available. Then I called and was informed they were out of stock. So I re-ordered the sofa and chair on Apr 13, the delivery data was Apr 27. But only delivered chair but no sofa on Apr 27. So I call again and was informed sofa can be delivered on May 21. I received on confirmation call on May 16. Couple seconds ago, I called due to no delivery information on website. And be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!
Good Day [redacted],
Thank you so much for providing me that information and
sending in photos. I am truly very sorry that you seem to have been met with
such a lack of care while seeking to resolve your concern. Your [redacted]
protection covers damages that stem from an accidental occurrence only and
regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence
that could cause damage because a bed is made to be laid in. Again, I am so
sorry that we didn’t do more to take care of you as we should have and I thank
you for bringing the obvious coaching concerns we have to our attention.
I have created the paperwork to schedule a complete even
exchange of your son’s bed (headboard/footboard/railings). Please contact us at
###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery
at your earliest convenience.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2012. At the time the sale was created
the customer purchased [redacted]. This covered
the set for 5 years against accidental damage.
An accident as determined by [redacted] Insurance being a specific
incident that causes damage that is reported within 30 days of the occurrence. The Kendall II set came with a manufacturing
warranty for 1 year against defects. The
issues reported are not from a single incident causing damage. It does not fall into the plan guidelines,
please see attached [redacted] flyer for reference. The customer did not submit a claim against
the insurance that they purchased. The
customer called Bob’s and we tried to get parts for them. Those parts are no
longer available from the manufacturer.
We would be happy to schedule a service
technician to come out and stuff the cushions; this would be a “Best Effort
Service” only. The customer can call
into customer care ###-###-#### and schedule the service. A Best Effort Service is the tech will try to
rectify the issue on site, does not include parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com-
New Roman" size="3">
We are very sorry that this customer
is not satisfied with the purchase that they made on our web site. There is no record that the customer was
interested in purchasing the insurance, when web orders are placed on line,
they are assigned to a store to create in our system, they store then calls the
customer, goes over the order and schedules it.
The customer had every opportunity to add the insurance any time before
the delivery. Our contract with Guardian
is very clearly written that customer can add the Good Proof insurance up until
the day of delivery. Guardian does not
allow for insurance to be added after the customer has accepted the delivery.
The notes in the account clearly state
that we have offered this customer recourse on several occasions. On 12/29/15 we sent a technician out to the
home to see the damage to the table, there was no mention prior to the visit or
during the visit that there were any other issues. On 12/30/15 we spoke to the customer and we
set her up for an exchange on the tables.
The customer did not schedule the exchange and it still remains open and
unscheduled. On 1/15/16 a Customer
Service Lead offered the customer several options, to exchange the tables or to
select a different set, the customer refused, the lead even offered to refund
on the tables that were delivered damaged, the customer refused, they didn’t
want to bring back to a store or wait at home for a team to pickup. There was no mention of any issues with the
other pieces. The set was delivered to
the home on 12/15/15. The pillow missing
from the delivery was delivered to the customer’s home via Fed Ex on 1/15/16.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa, loveseat and three pack
table group. We will waive the cost of
the new delivery. We will expect to remove the current sofa, loveseat and three
pack table group the customer has in the home before or on the same day the
newly selected items are delivered. We can cover the cost of removing and
disposing of the current living room set.
We will not be able to extend an offer to return the set for a refund, as this
set has no record of having any manufacturing defect. We would strongly urge the customer to go to
the store and view the product in person to ensure the next set is more to
their taste. At that time they can also
discuss the option of adding the [redacted] to the new merchandise.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. 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. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:
Delivery fees
additional fees for compensation lost from his employment (this is of utmost importance)
fees for hotel for family
dangering/damaging his career trust with his employer
clean up of garbage left by delivery teams
damaged furniture
harassment from the company
The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss of monetary value in the thousands of dollars.
Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]
Who provides Customer Service training to the employees, [redacted]?
1. I purchased my furniture online on February 2nd because I was tired of pushy salesman. I ordered with what I thought was no problem until the [redacted] customer “service” rep called for me to schedule a delivery. They called me only for me to call another number, wait on hold for FOREVER, and then get someone on the phone. I tried to schedule a Saturday delivery within the next two weeks. The VERY RUDE sales associate notified me the lovely couch I just purchased online was out of stock until March 5th. I let her know if I knew I would have had to wait over a month for my furniture, I NEVER would have purchased it. I then proceeded to ask her if out of stock items were notated anywhere on the website. She said, “NO” as she rudely chewed her gum in my ear. I told her to cancel the order and then she told me I would have to call back the Customer “Care” phone number because she didn’t know how to transfer the phone. It took over a week to have the money returned to my [redacted] account even though it took mere moments for the company to withdraw the money.
2. Weeks later I found another couch and accent chair on their website (stupid me for going back to this place). I made sure to call the Customer “Care” number before purchasing to confirm the items were in stock. THEY SAID BOTH OF MY ITEMS WERE IN STOCK!!! I proceeded with my purchase.
3. I called the store a few days later after the [redacted] customer “service” rep called me to schedule a delivery. The rep that day was actually pleasant. She was able to add me to that following Saturday’s delivery schedule.
4. Saturday, March 7th came and I was expecting my accent chair AND sofa to be delivered. I went downstairs to open the door to my apartment building for the delivery drivers. Two guys brought my accent chair up first. I waited outside as one of the guys came back downstairs and the other guy stayed in my apartment for what I thought was to take the plastic off my chair and screw the four legs on. I thought the guy who came back downstairs was going to bring my sofa upstairs with the third guy who was waiting by the truck. All he did was ask me to sign a paper. When I asked where my sofa was, he just shrugged his shoulders and shoved the paper in my face to sign. I was extremely surprised my accent chair was delivered without my sofa and no one from the company let me know PRIOR to the delivery. I then went back upstairs to my apartment to immediately grab my cell phone and to my surprise the first delivery driver had tracked disgusting mud through my entire living room and was sitting on my dining room chair while my accent chair was lazily on its side near the entrance of my apartment. He immediately jumped off my chair, tracked MORE mud through my living room and began to take the plastic off of my chair. I immediately started dialing the Customer “CARE” number as the other two delivery people came back upstairs to my apartment.
5. As all three male delivery people were in my apartment as I called the Customer “Care” phone number and put my cell phone on speaker. As I was on hold for almost an hour, the delivery driver continued to try and get me to sign a paper. I notified him I am ABSOLUTELY not signing anything until I figure out where my sofa was. He then began to complain about his deliveries that day and the sofa doesn’t have anything to do with him. I repeatedly asked him if there was someone he could call and he replied “no” every time. He eventually called his supervisor when my hold time with Customer “Care” approached an hour. He was on speaker phone and I heard his supervisor say, “I’m not getting involved. Make her sign the paper and get to the next stop.” After he hung up with his supervisor he said, “You need to sign the paper! If you don’t sign I have to take the chair with me.” I told him, “I am not signing [redacted] until I figure out where my couch is! I paid for the chair, so it is staying here!” He then said, “If you don’t let us take it, than your stealing it. It’s not yours until you sign this paper! You’re a thief” I let him know he would not BE here if it wasn’t mine and then I asked all of them to leave my apartment as I proceeded to sit in MY chair. He continued talking and refused to leave my apartment. I told him I will call the police if he did not leave. He then walked out of my apartment.
6. At almost TWO hours on hold I hung up and tried to call the store again. Someone eventually picked up the phone and transferred me to Customer “Care”. When I spoke with the Customer “Care” rep on the phone, I let her know my sofa was not delivered today and she told me it was OUT OF STOCK until March 10th (I remember specifically asking the rep if the sofa was in stock BEFORE I purchased the item). I let her know if someone from the company would have emailed, called sent a pigeon to let me know my couch was out of stock, I would have rescheduled the entire delivery instead of wasting a Saturday morning waiting for an accent chair. I asked her when the item would be in stock and she said March 10th. I informed her I wanted my couch delivered on March 10th after 5:30pm because I work Monday thru Friday from 8:00am to 5:00pm. She said she can put the request in but could not guarantee a delivery. I let her know, if they cannot deliver on Tuesday evening they need to deliver during the weekend. I also informed her I now have to cancel my guests I planned on having that Saturday evening because there was no sofa for them to sit on! She explained AFTER my couch is delivered, I need to call and speak with a Store Manager for a compensation adjustment.
7. At 12:35pm on Tuesday, March 10th I received a voicemail from Customer “Care” that said they tried delivering my sofa but no one was home to receive it. I IMMEDIATELY called Customer “Care” back to inform the company AGAIN that I am at work Monday thru Friday from 8:00am to 5:00pm and I cannot leave my job to receive a delivery that should have been there on March 7th!!! The person on the phone began to reschedule my delivery and the phone was “disconnected”. I called Customer “Care” back AGAIN and spoke to someone who said my delivery is scheduled for Saturday, March 14th and there was a note in the system that said I will be compensated with a gift card or credit. She informed me that I needed to call back AGAIN after my sofa is delivered. I IMMEDIATELY informed her I absolutely DO NOT want any form of compensation that would require me to do business with the company again (i.e. Bob’s Furniture Gift Card).
I am
very sorry to hear you have located pests in your product. Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
this includes a regular spraying of our trucks as a precaution. We do not sell
products infected by pests.
The sofa that you purchased was a new product that
was wrapped from the manufacturer. I can imagine that this ordeal has not been
easy on you or your family, but the facts are that the source of bed bugs are
from somewhere other than new furnishings. These pests require a human source
to survive and they move around by hitch-hiking on people and their belongings.
If you
reside in a multi dwelling complex, especially one that you are renting, you
should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holes. Even if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was
bed bug free. Unfortunately, bed bugs have become widespread throughout
the [redacted] over the past several years due to both a combination of
global travel and the absence of effective chemical treatments to deal with
them. Please be aware that the presence of bedbugs does not reflect on the
cleanliness or otherwise of their environment – they can survive and thrive
wherever people reside, and they are most active at night when they feed.
We regret that you are experiencing this problem, but we
are unable to respond to issues when the cause is beyond our control.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We
certainly apologize for the experience this customer has had trying to get the
mattress repaired. Unfortunately pet
damage is not a manufacturing defect. We do not cover damage done from pets on
any furniture. This is something that as
a company we would not be able to assist with. There is no [redacted] sold on
mattresses please see attached sales order showing that the customer did not
pay for [redacted] on the mattress, as this is something we have never offered
as an option. There was [redacted] sold
on the Louie Bedroom set. This is also
not covered for any nail or teeth damage from pets. Please see attached flyer
given out at time of sale.
Our
failing has been in scheduling techs to go to the home on three occasions, for
that error I am sorry. We should not
have wasted the customer’s time. For
that reason I am submitting to have a $50 ECard sent to this customer as an
apology for our error. The agents that scheduled
this in error will receive coaching.
We are unable to cover occurrences of
animal damage and we are sorry if the customer remains dissatisfied.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
Afternoon [redacted]
I don't blame you 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 you and while I know this is your
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.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
When you went back into the store they requested a stop payment on
the check to issue a cash refund at your request. The stop payment went through and the store
was prepared to grant the cash refund.
Our records indicate that you did not return to the store for the cash
refund so a new check was processed to you on 7.1.16. As the stop payment was done at your request
in order to go outside of policy and give you a cash refund, we would not be
able to cover any additional fees.
We are sorry that this entire ordeal was unpleasant for you and
your mother. This is not the conduct we
would ever expect from a member of the Bob’s family and this will be investigated.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely, [redacted]
Complaint: [redacted]Hello, in response to Bobs furniture message back to me, please see below.
The mattress was purchased at the [redacted] store back in 2012.
Sold to EITHER [redacted]. Billing address was [redacted]
Phone numbers either: [redacted]
Delivery address: [redacted]
These was a barcode slip of paper attached to the bed. Here is what it has.
BOBS
[redacted]
THANKS,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Bob's is still refusing to address my concern. I should not have to repeat it multiple times. More than one of Bob's customer service reps has informed me that I cannot sit on the ottoman. Because of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concern. Reputable companies that stand by their products do not fight customers for refunds. Especially when it is only $199. It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furniture. I'll have to go back and tell him to stop telling people that.
I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this process. I have spent a lot of time on this issue and would like to end it here.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are sincerely sorry that this customer had such a poor experience with Bob’s. The store did accept responsibility for the routing error. There was no contractual agreement on timeframe. The store is able to request an estimated window for delivery. In this customer’s case that was not something the routing department was able to accommodate. We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window. This is our most popular timeframe and not every request can be routed. We are very sorry that the customer is dissatisfied with our offer. The offer of the gift card is appropriate for this failure. We are very sorry for the error that caused the team to be routed for a later delivery. We do see that this customer has since accepted a $50 gift card as compensation for this error. We are very sorry that we caused this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving
me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way
Complaint: [redacted]I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way any customer should be treated that there was no question about the coverage on. even though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error
Sincerely,
[redacted]
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of use. Attempts to smooth out wrinkles resulted in fibers coming out. Cushioning has also became lumpy. Company very defensive & unresponsive. Such furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat upon. This company should not be in business.
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted]....over $11,000 worth of furniture. A couch for myself and an apartment full of furniture for my son.....
One of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over 1 year call guardian, it is covered under goof proof. I called guardian and was asked what the discoloration was from... My first mistake was to answer honestly and explain "I did not know what the discoloration was from" ....[redacted]n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted]n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spots.... An email was sent to figure out how to reopen the case with guardian..... After multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repaired..... A letter then arrived from [redacted]n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of business... I certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business....
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in September 2013 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. In determining there is a manufacturing
defect we would offer parts and service first.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and the
customer must be able to provide the necessary details to clearly indicate that
this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We support our technicians.
Our technicians are well trained and we count on them to be our eyes in
the field. We do have a process in place
for a customer disputing a technicians finding.
We ask that the customer send it photos to us for review. We welcome this customer to submit photos
through the Revdex.com mediation service to support their claim that this damage is
manufacturing in nature and did not result in an accident or misuse. Please submit a minimum of 2 photos. One photo close up of the damage and one from
a few feet back showing the overall condition of the pieces in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time. I had to get a truck to transfer it safely back to the store.
Also, the description is not accurate. The description says there is a leaf that goes in the table. It does not ... the table is actually a solid top table and does not open. There isn't anything about this set that works for us. It is misrepresented. I would respectfully request to keep this open until I return the table and get a full refund as promised. Thank you!
This is a quote from the Description:
Have a ball with my Blake Bar 5 Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with 4 dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!
Set includes dining table with 18" leaf & 4 dining chairs
Dining Table: 42" x 42" x 3 1/3"Dining Chair: 17"5/7 x 20"5/8 x 46"
Colors Available: - Spice & White - Cherry & Black- Espresso
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
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
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/her. I ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not available. Then I called and was informed they were out of stock. So I re-ordered the sofa and chair on Apr 13, the delivery data was Apr 27. But only delivered chair but no sofa on Apr 27. So I call again and was informed sofa can be delivered on May 21. I received on confirmation call on May 16. Couple seconds ago, I called due to no delivery information on website. And be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!
Good Day [redacted],
Thank you so much for providing me that information and
sending in photos. I am truly very sorry that you seem to have been met with
such a lack of care while seeking to resolve your concern. Your [redacted]
protection covers damages that stem from an accidental occurrence only and
regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence
that could cause damage because a bed is made to be laid in. Again, I am so
sorry that we didn’t do more to take care of you as we should have and I thank
you for bringing the obvious coaching concerns we have to our attention.
I have created the paperwork to schedule a complete even
exchange of your son’s bed (headboard/footboard/railings). Please contact us at
###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery
at your earliest convenience.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2012. At the time the sale was created
the customer purchased [redacted]. This covered
the set for 5 years against accidental damage.
An accident as determined by [redacted] Insurance being a specific
incident that causes damage that is reported within 30 days of the occurrence. The Kendall II set came with a manufacturing
warranty for 1 year against defects. The
issues reported are not from a single incident causing damage. It does not fall into the plan guidelines,
please see attached [redacted] flyer for reference. The customer did not submit a claim against
the insurance that they purchased. The
customer called Bob’s and we tried to get parts for them. Those parts are no
longer available from the manufacturer.
We would be happy to schedule a service
technician to come out and stuff the cushions; this would be a “Best Effort
Service” only. The customer can call
into customer care ###-###-#### and schedule the service. A Best Effort Service is the tech will try to
rectify the issue on site, does not include parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com-
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We are very sorry that this customer
is not satisfied with the purchase that they made on our web site. There is no record that the customer was
interested in purchasing the insurance, when web orders are placed on line,
they are assigned to a store to create in our system, they store then calls the
customer, goes over the order and schedules it.
The customer had every opportunity to add the insurance any time before
the delivery. Our contract with Guardian
is very clearly written that customer can add the Good Proof insurance up until
the day of delivery. Guardian does not
allow for insurance to be added after the customer has accepted the delivery.
The notes in the account clearly state
that we have offered this customer recourse on several occasions. On 12/29/15 we sent a technician out to the
home to see the damage to the table, there was no mention prior to the visit or
during the visit that there were any other issues. On 12/30/15 we spoke to the customer and we
set her up for an exchange on the tables.
The customer did not schedule the exchange and it still remains open and
unscheduled. On 1/15/16 a Customer
Service Lead offered the customer several options, to exchange the tables or to
select a different set, the customer refused, the lead even offered to refund
on the tables that were delivered damaged, the customer refused, they didn’t
want to bring back to a store or wait at home for a team to pickup. There was no mention of any issues with the
other pieces. The set was delivered to
the home on 12/15/15. The pillow missing
from the delivery was delivered to the customer’s home via Fed Ex on 1/15/16.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa, loveseat and three pack
table group. We will waive the cost of
the new delivery. We will expect to remove the current sofa, loveseat and three
pack table group the customer has in the home before or on the same day the
newly selected items are delivered. We can cover the cost of removing and
disposing of the current living room set.
We will not be able to extend an offer to return the set for a refund, as this
set has no record of having any manufacturing defect. We would strongly urge the customer to go to
the store and view the product in person to ensure the next set is more to
their taste. At that time they can also
discuss the option of adding the [redacted] to the new merchandise.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. 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. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:
Delivery fees
additional fees for compensation lost from his employment (this is of utmost importance)
fees for hotel for family
dangering/damaging his career trust with his employer
clean up of garbage left by delivery teams
damaged furniture
harassment from the company
The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss of monetary value in the thousands of dollars.
Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]
Who provides Customer Service training to the employees, [redacted]?
1. I purchased my furniture online on February 2nd because I was tired of pushy salesman. I ordered with what I thought was no problem until the [redacted] customer “service” rep called for me to schedule a delivery. They called me only for me to call another number, wait on hold for FOREVER, and then get someone on the phone. I tried to schedule a Saturday delivery within the next two weeks. The VERY RUDE sales associate notified me the lovely couch I just purchased online was out of stock until March 5th. I let her know if I knew I would have had to wait over a month for my furniture, I NEVER would have purchased it. I then proceeded to ask her if out of stock items were notated anywhere on the website. She said, “NO” as she rudely chewed her gum in my ear. I told her to cancel the order and then she told me I would have to call back the Customer “Care” phone number because she didn’t know how to transfer the phone. It took over a week to have the money returned to my [redacted] account even though it took mere moments for the company to withdraw the money.
2. Weeks later I found another couch and accent chair on their website (stupid me for going back to this place). I made sure to call the Customer “Care” number before purchasing to confirm the items were in stock. THEY SAID BOTH OF MY ITEMS WERE IN STOCK!!! I proceeded with my purchase.
3. I called the store a few days later after the [redacted] customer “service” rep called me to schedule a delivery. The rep that day was actually pleasant. She was able to add me to that following Saturday’s delivery schedule.
4. Saturday, March 7th came and I was expecting my accent chair AND sofa to be delivered. I went downstairs to open the door to my apartment building for the delivery drivers. Two guys brought my accent chair up first. I waited outside as one of the guys came back downstairs and the other guy stayed in my apartment for what I thought was to take the plastic off my chair and screw the four legs on. I thought the guy who came back downstairs was going to bring my sofa upstairs with the third guy who was waiting by the truck. All he did was ask me to sign a paper. When I asked where my sofa was, he just shrugged his shoulders and shoved the paper in my face to sign. I was extremely surprised my accent chair was delivered without my sofa and no one from the company let me know PRIOR to the delivery. I then went back upstairs to my apartment to immediately grab my cell phone and to my surprise the first delivery driver had tracked disgusting mud through my entire living room and was sitting on my dining room chair while my accent chair was lazily on its side near the entrance of my apartment. He immediately jumped off my chair, tracked MORE mud through my living room and began to take the plastic off of my chair. I immediately started dialing the Customer “CARE” number as the other two delivery people came back upstairs to my apartment.
5. As all three male delivery people were in my apartment as I called the Customer “Care” phone number and put my cell phone on speaker. As I was on hold for almost an hour, the delivery driver continued to try and get me to sign a paper. I notified him I am ABSOLUTELY not signing anything until I figure out where my sofa was. He then began to complain about his deliveries that day and the sofa doesn’t have anything to do with him. I repeatedly asked him if there was someone he could call and he replied “no” every time. He eventually called his supervisor when my hold time with Customer “Care” approached an hour. He was on speaker phone and I heard his supervisor say, “I’m not getting involved. Make her sign the paper and get to the next stop.” After he hung up with his supervisor he said, “You need to sign the paper! If you don’t sign I have to take the chair with me.” I told him, “I am not signing [redacted] until I figure out where my couch is! I paid for the chair, so it is staying here!” He then said, “If you don’t let us take it, than your stealing it. It’s not yours until you sign this paper! You’re a thief” I let him know he would not BE here if it wasn’t mine and then I asked all of them to leave my apartment as I proceeded to sit in MY chair. He continued talking and refused to leave my apartment. I told him I will call the police if he did not leave. He then walked out of my apartment.
6. At almost TWO hours on hold I hung up and tried to call the store again. Someone eventually picked up the phone and transferred me to Customer “Care”. When I spoke with the Customer “Care” rep on the phone, I let her know my sofa was not delivered today and she told me it was OUT OF STOCK until March 10th (I remember specifically asking the rep if the sofa was in stock BEFORE I purchased the item). I let her know if someone from the company would have emailed, called sent a pigeon to let me know my couch was out of stock, I would have rescheduled the entire delivery instead of wasting a Saturday morning waiting for an accent chair. I asked her when the item would be in stock and she said March 10th. I informed her I wanted my couch delivered on March 10th after 5:30pm because I work Monday thru Friday from 8:00am to 5:00pm. She said she can put the request in but could not guarantee a delivery. I let her know, if they cannot deliver on Tuesday evening they need to deliver during the weekend. I also informed her I now have to cancel my guests I planned on having that Saturday evening because there was no sofa for them to sit on! She explained AFTER my couch is delivered, I need to call and speak with a Store Manager for a compensation adjustment.
7. At 12:35pm on Tuesday, March 10th I received a voicemail from Customer “Care” that said they tried delivering my sofa but no one was home to receive it. I IMMEDIATELY called Customer “Care” back to inform the company AGAIN that I am at work Monday thru Friday from 8:00am to 5:00pm and I cannot leave my job to receive a delivery that should have been there on March 7th!!! The person on the phone began to reschedule my delivery and the phone was “disconnected”. I called Customer “Care” back AGAIN and spoke to someone who said my delivery is scheduled for Saturday, March 14th and there was a note in the system that said I will be compensated with a gift card or credit. She informed me that I needed to call back AGAIN after my sofa is delivered. I IMMEDIATELY informed her I absolutely DO NOT want any form of compensation that would require me to do business with the company again (i.e. Bob’s Furniture Gift Card).
Good Afternoon [redacted],
I am
very sorry to hear you have located pests in your product. Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
this includes a regular spraying of our trucks as a precaution. We do not sell
products infected by pests.
The sofa that you purchased was a new product that
was wrapped from the manufacturer. I can imagine that this ordeal has not been
easy on you or your family, but the facts are that the source of bed bugs are
from somewhere other than new furnishings. These pests require a human source
to survive and they move around by hitch-hiking on people and their belongings.
If you
reside in a multi dwelling complex, especially one that you are renting, you
should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holes. Even if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was
bed bug free. Unfortunately, bed bugs have become widespread throughout
the [redacted] over the past several years due to both a combination of
global travel and the absence of effective chemical treatments to deal with
them. Please be aware that the presence of bedbugs does not reflect on the
cleanliness or otherwise of their environment – they can survive and thrive
wherever people reside, and they are most active at night when they feed.
We regret that you are experiencing this problem, but we
are unable to respond to issues when the cause is beyond our control.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We
certainly apologize for the experience this customer has had trying to get the
mattress repaired. Unfortunately pet
damage is not a manufacturing defect. We do not cover damage done from pets on
any furniture. This is something that as
a company we would not be able to assist with. There is no [redacted] sold on
mattresses please see attached sales order showing that the customer did not
pay for [redacted] on the mattress, as this is something we have never offered
as an option. There was [redacted] sold
on the Louie Bedroom set. This is also
not covered for any nail or teeth damage from pets. Please see attached flyer
given out at time of sale.
Our
failing has been in scheduling techs to go to the home on three occasions, for
that error I am sorry. We should not
have wasted the customer’s time. For
that reason I am submitting to have a $50 ECard sent to this customer as an
apology for our error. The agents that scheduled
this in error will receive coaching.
We are unable to cover occurrences of
animal damage and we are sorry if the customer remains dissatisfied.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
Sincerely,
[redacted]
Good...
Afternoon [redacted]
I don't blame you 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 you and while I know this is your
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.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
When you went back into the store they requested a stop payment on
the check to issue a cash refund at your request. The stop payment went through and the store
was prepared to grant the cash refund.
Our records indicate that you did not return to the store for the cash
refund so a new check was processed to you on 7.1.16. As the stop payment was done at your request
in order to go outside of policy and give you a cash refund, we would not be
able to cover any additional fees.
We are sorry that this entire ordeal was unpleasant for you and
your mother. This is not the conduct we
would ever expect from a member of the Bob’s family and this will be investigated.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely, [redacted]
Complaint: [redacted]Hello, in response to Bobs furniture message back to me, please see below.
The mattress was purchased at the [redacted] store back in 2012.
Sold to EITHER [redacted]. Billing address was [redacted]
Phone numbers either: [redacted]
Delivery address: [redacted]
These was a barcode slip of paper attached to the bed. Here is what it has.
BOBS
[redacted]
THANKS,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Bob's is still refusing to address my concern. I should not have to repeat it multiple times. More than one of Bob's customer service reps has informed me that I cannot sit on the ottoman. Because of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concern. Reputable companies that stand by their products do not fight customers for refunds. Especially when it is only $199. It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furniture. I'll have to go back and tell him to stop telling people that.
I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this process. I have spent a lot of time on this issue and would like to end it here.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are sincerely sorry that this customer had such a poor experience with Bob’s. The store did accept responsibility for the routing error. There was no contractual agreement on timeframe. The store is able to request an estimated window for delivery. In this customer’s case that was not something the routing department was able to accommodate. We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window. This is our most popular timeframe and not every request can be routed. We are very sorry that the customer is dissatisfied with our offer. The offer of the gift card is appropriate for this failure. We are very sorry for the error that caused the team to be routed for a later delivery. We do see that this customer has since accepted a $50 gift card as compensation for this error. We are very sorry that we caused this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving
me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way
Complaint: [redacted]I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way any customer should be treated that there was no question about the coverage on. even though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error
Sincerely,
[redacted]
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of use. Attempts to smooth out wrinkles resulted in fibers coming out. Cushioning has also became lumpy. Company very defensive & unresponsive. Such furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat upon. This company should not be in business.
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted]....over $11,000 worth of furniture. A couch for myself and an apartment full of furniture for my son.....
One of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over 1 year call guardian, it is covered under goof proof. I called guardian and was asked what the discoloration was from... My first mistake was to answer honestly and explain "I did not know what the discoloration was from" ....[redacted]n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted]n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spots.... An email was sent to figure out how to reopen the case with guardian..... After multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repaired..... A letter then arrived from [redacted]n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of business... I certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business....
Good Afternoon Revdex.com-
size="3">
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in September 2013 and at that time the customer purchased the option of [redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. In determining there is a manufacturing
defect we would offer parts and service first.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and the
customer must be able to provide the necessary details to clearly indicate that
this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We support our technicians.
Our technicians are well trained and we count on them to be our eyes in
the field. We do have a process in place
for a customer disputing a technicians finding.
We ask that the customer send it photos to us for review. We welcome this customer to submit photos
through the Revdex.com mediation service to support their claim that this damage is
manufacturing in nature and did not result in an accident or misuse. Please submit a minimum of 2 photos. One photo close up of the damage and one from
a few feet back showing the overall condition of the pieces in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time. I had to get a truck to transfer it safely back to the store.
Also, the description is not accurate. The description says there is a leaf that goes in the table. It does not ... the table is actually a solid top table and does not open. There isn't anything about this set that works for us. It is misrepresented. I would respectfully request to keep this open until I return the table and get a full refund as promised. Thank you!
This is a quote from the Description:
Have a ball with my Blake Bar 5 Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with 4 dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!
Set includes dining table with 18" leaf & 4 dining chairs
Dining Table: 42" x 42" x 3 1/3"Dining Chair: 17"5/7 x 20"5/8 x 46"
Colors Available: - Spice & White - Cherry & Black- Espresso
Sincerely,
[redacted]