Good Morning Revdex.com,
face="Calibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of sale. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer did have possession of this
merchandise for a certain amount of time and [redacted] may consider this a
necessary reason to charge interest on the items. The customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company.
The customer may have confused “No Interest for 12 Months”
with no payments for 12 months. I have
included the flyer which clearly explains what the customer was given. Thank you for allowing us to help rectify the
confusion.
My Bob’s Card provided by [redacted]
·
6 Months special
financing from the date of delivery on any purchase of $399 or
more!
·
12 Months special
financing from the date of delivery on any purchase of $1200 or
more!
·
Upon Credit Approval
you will receive an available revolving credit line you can use immediately.
·
Use your Bob's Credit
to Finance purchases Online and In Store
·
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
·
No Money Down
·
Minimum Monthly Payments
Required
·
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
1. No interest if paid in full within 6
months!
For orders $399 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
·
Promotional Plan #
1145
·
For orders $399 or
over.
·
This option is best
for those who wish to pay the purchase balance in full within 6 months.
*The
Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $399 or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional period. Paying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional period. For new
accounts, the APR for Purchases is 28.99%. If you are charged interest in any
billing cycle, the minimum interest charge will be $1.00. This information is
accurate as of 01/06/2016 and is subject to change. For current information,
call us at ###-###-####.
2. No interest if paid in full within 12
months!
For orders $1200 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
·
Promotional plan #
1015
·
For orders $1200 or
over.
·
This option is best
for those who wish to pay the purchase balance in full within 12 months.
**The Bob's Discount
Furniture credit card is issued by [redacted] Special
terms apply to qualifying purchases of $1200 or more charged with approved
credit at participating merchants. Minimum monthly payments are required during
the promotional (special terms) period. Interest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional period. Paying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $1.00. This information is accurate as of 01/06/2016 and is subject to
change. For current information, call us at ###-###-####.
This review I'm writing pertains to Bob's Discount Furniture customer service dept. for defective product. I purchased the Bob's Lannister sectional couch and took delivery 12/1/2015. It's a beautiful piece of furniture, but after just 3 weeks of use, we notice one section out of the 5 pieces to which the firmness of the seating support has failed and is no longer as firm as the other 4 sections. You clearly sink down much further than the other sections and It is very uncomfortable as you feel as if your falling into the couch especially when reclined. I called Bob's product support; I was told they will send someone out to inspect the issue, I agreed. Then I'm told they are only in my area once a week on Thursdays. The soonest appointment is 25 days from now and they'll confirm the appointment time 48 hours prior. I requested the appointment for the afternoon due to my schedule, then I was told they can't accommodate appointment requests. So Buyer Beware! BOB'S DISCOUNT FURNITURE DOES NOT VALUE CUSTOMER SERVICE. As I now have to take time off work and waste my vacation days waiting on them to fix the poor quality of furniture I received.
Morning Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why our customer remains so disappointed in us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. As the retailer we take full
responsibility for the damages that may have occurred at the factory overseas
or during the extensive transit the merchandise endures prior to arriving to
our customer. Merchandise is specially inspected at the point of loading the
merchandise from our CT distribution center and there is still a very long way
for the merchandise to travel prior to arriving to the customer’s
residence. We mention this process
because we do have another option for special inspection called ‘White Glove’
which addresses the item(s) and their condition more thoroughly throughout
their entire transit (loading, off loading and reloading) process. At this time
we have requested that our Quality Control Team complete the ‘White Glove’
delivery process for the pending even exchange attempt on 4.22.2015.
Should the customer wish to
discuss other options for resolution based off the items they maintain in the
home we are open and willing to work with our customer to gain their
satisfaction. We certainly don’t want our customer to feel as if they are being
forced to take continued deliveries of damaged products. We never expect or
anticipate disappointing our customers, let alone on multiple occasions and
should this type of delivery be the norm for us we obviously would not be
continuing to grow as an organization. Other offers the customer may be
interested instead of the fourth delivery attempt include the discussion of
scheduling a factory trained repair professional to the residence or a discount
offer off the price paid for the damaged items to keep them in their current
condition. Of course our main objective (as indicated above) is to make this
failure right and provide our customer with the merchandise they have selected
in its expected showroom condition. It is important to us that our customer
knows we have other options to offer should they feel necessary to initiate
these types of discussions.
We further apologize for the home
damage that the customer cites to have occurred during delivery. As the
customer is not providing specifics (what date did this occur on?) we are
unable to initiate the claims process right now. Should the customer wish to
file a formal Property Claim against this delivery team/company for the damages
on the wall(s) we ask that they reach out to us via our Customer Care Office so
that we can aide in getting this claim filed against the third party on their
behalf. These are time sensitive claims as they involve insurance reporting and
follow up so it is recommended that the customer contact our offices as soon as
possible should they wish to move forward with their Property Claim request.
We apologize again for the time
our customer has had to put towards getting quality merchandise delivered and
look forward to gaining their full satisfaction on 4.22.2015. Should the
customer wish to discuss alternate options for resolution or file the Property
Claim please advise that they contact us directly:
Customer Care Offices:
###-###-#### – Mon- Sat/ 6:30a-
8:00p or Sun/ 10:30a -7:00p
The Property Claims Office is
specifically open – Monday – Friday 8:00am -4:00pm
BOBS sells customers what they think is good furniture with a great warranty. The truth is they sell furniture that often has issues or doesn't stand up for more than 3-5 yrs then they refuse to honor the warranty and say it's their third party business partners responsibility. And that becomes a whole blame game!
Good Morning Revdex.com,
face="Calibri">We apologize for any confusion and inconvenience the
customer is experiencing while working directly with the Guardian Company on
this claim. Guardian is not Bobs Discount Furniture and we have sent over a
copy of the customer’s original invoice to ensure Guardian knows that the pub
chairs are also apart of the purchased coverage plan.
In regards to the chair and its front stretcher (a.k.a –rung),
we are happy to help directly cover the cost of ordering and installing this
part for our valued customer. We have uploaded the part order and once the
overseas manufacturer receives this order they will ship this part to our
customer within the next four months. We do apologize for the estimated wait
time however this particular vendor ships only by container (once a container
is filled they send it over the ocean to the United States). The part could certainly
come sooner but in an effort to remain fully honest and transparent with our
customers we always convey the longest possible ship time.
Please let the customer know that if they would like Bobs to
install the part for them to contact our Customer Care Office directly once
they physically have the part order in their possession.
Customer Care is available at [redacted] (Mon- Sat:
6:30a-9:30p/ Sun 11a-7:00p).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
We apologize to our customer for the
disappointment they have in the wear pattern of their product.
Our records indicate the following:
This sofa was delivered on 07/10/2013 and
the first concern for “sinking” was reported to us on 2/07/2015.
Following the guidelines of the ‘Goof
Proof Plus’ protection plan and our ‘Service Policy’ as communicated on our
sales invoice (also commonly signed by the consumer prior to leaving our retail
location), a service professional was sent to the home on 2.13.2015 to
determine if the product was experiencing a concern as a result of a factory
defect.
Our technician’s report indicates there
is no defect present and this particular model sofa is acting up to
manufacturing standards following the wear pattern the item appears to be
receiving in its environment. The seats may feel less resilient to the customer
than they did when they originally purchased the item and in all legitimacy a
loss of resiliency should be expected to occur over a period of normal use on
any seat. Our technician’s findings actually indicate –No Spring Concerns
Present.
Our technician is factory trained by the
vendor to distinguish a factory defect concern verses a normal wear and tear
concern and like many other protection plans sold industry wide Goof Proof Plus
does not cover an item for normal wear and tear. I have also included a
photograph of the sofa that we took while in the home for review, there appears
to be no sag present as the definition of a sag depicts that the product should
reflect an inward –loose hang without additional pressure being applied to the
object containing the sag. We stand behind the integrity of our professional
technicians and the reports they provide us with.
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 [redacted] (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 80%. This 80% will
be based off of the original cost paid for the sofa. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. We will expect to remove the current Sofa the customer has in the
home before or on the same day the newly selected item is delivered. As an
additional courtesy we will provide the customer with a store credit for the
full amount originally paid on the Goof Proof Plus Protection Plan ($49.99) and
we can cover the cost of removing and disposing of the current sofa as we
continue to stand behind the integrity of our technician’s report.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I knw one negative review is not going to make difference to bobs but I have to make ppl aware of dont buy insurance as they say it work it doesnt, I bought every single piece in my home from bobs, customer service is excellent from selling to delievery but when it comes to insurance and claim for [redacted] policy its just the waste of money every thing doesnt cover in there [redacted] so I am not going there for wasting my money for furniture hardly is durable...
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records show a refund to this customer’s charge
card processed on 12.16.2015 (one day after the purchase was made).
At this time we consider this concern closed as
resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Our offices
are just now in receipt of this claim today (2.06.2015) and as of yesterday
(2.05.2015), I personally spoke to this claimant and provided an agreeable
resolution for this concern.
At this time
we would consider this concern closed as resolved.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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 Jamie to
rectify the situation and reach a satisfactory outcome.
[redacted] has accepted this claim and sent the customer an option letter. I have attached this letter for review. The customer must reach back out to [redacted]
to advise which option they would like to select.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
face="Calibri">We apologize that you are experiencing any dissatisfaction with
the pillows you’ve purchased from us. We stand behind the quality choice and
value these pillows offer for your every night rest. We display opened pillows
for testing purposes in all of our sleep zones and keep a stock of fresh head
protectors available so that any customer can properly assess the pillow(s)
prior to purchase. Another important fact to consider is that a pillow with
this many comfort layers (just like our mattresses) does take time to adjust to
your unique body signature. Given the appropriate break in period we remain
fully confident that many customers will grow to love their new pillow and keep
it for many years to come.
As a business an opened product that has been used in a
manner as subjective as sleep qualifies as a total loss. This product cannot be
resold to another individual, no matter how much use the original customer
claims it has received, for several obvious reasons.
In an extreme effort to address your individual needs and
because Bobs Discount Furniture cares so much for our customers we will approve
your requested settlement as soon as the pillows have been returned to our
retail location. Although these pillows will need to be disposed of it is
reasonable to expect that they be returned to our business given your request
to void the original purchase agreement you entered into.
Should you no longer posses these pillows to return, or in
the likely event you have developed a likeness to your pillow(s) in the time
that has elapsed ,we are still willing to offer you a Bobs Discount Furniture
Store Credit for the amount paid towards these pillows.
Please respond to us via this Revdex.com channel you have
established with how you would like to proceed and I will set up the necessary
paperwork for the route you’d like to take.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the team was not...
able to meet the
freight elevator restrictions. The team
left the area because they had no place to park. The team submitted photos to us showing the
extremely tight road they were trying to navigate to get to the customer. They did not have a place to pull over and
park. The customer was given a four hour
window for delivery as all of our customer’s are given. The window this customer was given was 2:15
to 6:15. We are not able to schedule our
deliveries based solely on every customer’s building restrictions. We work very hard to accommodate each request
but in the cities, where every building has strict restrictions for deliveries
and use of elevator, we are not able to accommodate 2 hour windows. The team did make this delivery at 7pm. The team was 45 minutes outside of the
delivery window given.
This customer has already spoken to one of our colleagues
and agreed to final compensation of $263.30 back to their Wells Fargo account, plus
an additional compensation for damage and incorrect merchandise of $32.88. We will not be offering any additional
compensation based on the delivery occurring 45 minutes after the delivery
window.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!
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 can absolutely understand their frustration with this.
The depot has sent this to the insurance company for payment. The customer should be receiving the payment
soon, if it has not already been received.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good Morning Revdex.com,
Please pass on our apologies to the
customer for the disappointment she and her daughter have experienced with this
purchase.
Our records reflect that we fully agreed
with the customer’s aggravation and their desired settlement has been approved
as of 11.23.2015. The paperwork to schedule the removal of this merchandise for
a refund (after it returns to our distribution center and has been checked back
into our inventory) was created on 11.23.2015 and has been pending the customer
contacting us to schedule a date for removal. For reference this return
transaction number = [redacted]. Please ask the customer to contact our offices
(###-###-####) to schedule a date for removal of the product.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture offered me a $50 credit to use at their store, however, my purchase was $233.00. I don't agree with the policy and feel I was sold damaged merchandise upon first use. I looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my home. I feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise.
Sincerely,
[redacted] [redacted]
Good Afternoon Revdex.com-
We are very sorry to hear of this...
customer’s concern. I am not able to locate any account under
this information. I have checked the
phone number, address and customer’s name.
We can certainly address the issue presented here. There seems to be confusion with the
MyBobs.com online OUTLET and the OUTLET locations within some of our
stores.
The online OUTLET does offer delivery on any items purchased
through the MyBobs.com site. We do
charge a delivery fee, on a sliding scale for this service. This merchandise is brand new, factory fresh,
sold with a manufacturing warranty.
The OUTLET area located in some of our retail store
locations has never offered delivery as an option. There has never been any plan to offer
delivery from these locations. The
merchandise in these areas is sold “As is, no warranty, no delivery, first come
basis only”.
There can be no discrimination as this policy applies
equally to all customers. We are very
sorry if the difference between the online OUTLET and the store OUTLET was not
clearly explained.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
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 (Guardian Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Goof Proof
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. Guardian is a third party insurance
company. Like any other insurance policy
they accept claims that fall under the policy guidelines: those that are
submitted 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).
Guardian 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 this damage occurred on 5.16.16 they called to report the damage
on 8.16.16. That is far outside the
thirty day window they allow.
Bobs Discount Furniture’s responsibility was a one year manufacturing
warranty. This merchandise was delivered
in August 2011. The one year warranty
expired almost four years ago. These
complaints are non repairable and not a manufacturing defect. We would not be able to offer any options.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our apologies to our customer for the disappointment
he has experienced with the table he purchased from us.
Our records indicate that on the original date of service
we spoke directly with [redacted] and confirmed the reasons why we were unable to
offer an even exchange on the table.
Per our records on 6.14.2014:
[redacted]
1108 to 1130
table top: rsf top wood corner has almost 5" crack (1/8 of an
inch thick). This is season crack/mfg good. Top of table on several spots have
scrapes (5" and 10" approximately/cc good).
I spw customer [redacted] who is
a carpenter - he is stating there are no scrapes on the table - just very fine
lines that he isn't even concerned with - feels table s/be replaced due to mfg
defect noted.
Contacting AMS for approval on eex - denied per [redacted]
Above Comments Added By[redacted]
On 06/14/2014 at 12:14
We did speak with the customer again on 2.03.2015 and one
our Customer Care Team Leads has logged that [redacted] confirmed his table has customer
cause damages on it. In order to keep resolutions fair for all consumers alike
most retailers consider a warranty period void when the item in question has
additional damages that have occurred as a direct result of use or environment.
If [redacted] is willing to send in current photos of his table
in its condition overall we are willing to look into this concern further and
verify if we are able to process a one time even exchange as an extreme
courtesy for this customer.
Please ask [redacted] to submit photos to us via this email
address: [redacted]
Please ask that he provide a subject line of: Cr: [redacted]
Please ask that he provide a minimum of four photos:
-Photo
of the crack at a close range
-Photo
of the “scratches” he has disclosed as present at a close range
-Photo
of the table top from a distance so its entire condition can be seen
-Photo
of the table and its set components at a distance (table and matching chairs)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are sincerely sorry that we were not...
able to deliver the
purchased merchandise in showroom quality the first attempt. We are currently scheduled to make the
exchange of the damaged pieces on 12.1.16.
We expect that will solve the merchandise issue. We do welcome the customer to reach out and
request and account review for compensation once the exchange is
completed. We do offer this token of
apology as a Bob’s gift card in order to provide a tangible object as compensation.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of sale. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer did have possession of this
merchandise for a certain amount of time and [redacted] may consider this a
necessary reason to charge interest on the items. The customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company.
The customer may have confused “No Interest for 12 Months”
with no payments for 12 months. I have
included the flyer which clearly explains what the customer was given. Thank you for allowing us to help rectify the
confusion.
My Bob’s Card provided by [redacted]
·
6 Months special
financing from the date of delivery on any purchase of $399 or
more!
·
12 Months special
financing from the date of delivery on any purchase of $1200 or
more!
·
Upon Credit Approval
you will receive an available revolving credit line you can use immediately.
·
Use your Bob's Credit
to Finance purchases Online and In Store
·
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
·
No Money Down
·
Minimum Monthly Payments
Required
·
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
1. No interest if paid in full within 6
months!
For orders $399 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
·
Promotional Plan #
1145
·
For orders $399 or
over.
·
This option is best
for those who wish to pay the purchase balance in full within 6 months.
*The
Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $399 or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional period. Paying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional period. For new
accounts, the APR for Purchases is 28.99%. If you are charged interest in any
billing cycle, the minimum interest charge will be $1.00. This information is
accurate as of 01/06/2016 and is subject to change. For current information,
call us at ###-###-####.
2. No interest if paid in full within 12
months!
For orders $1200 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
·
Promotional plan #
1015
·
For orders $1200 or
over.
·
This option is best
for those who wish to pay the purchase balance in full within 12 months.
**The Bob's Discount
Furniture credit card is issued by [redacted] Special
terms apply to qualifying purchases of $1200 or more charged with approved
credit at participating merchants. Minimum monthly payments are required during
the promotional (special terms) period. Interest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional period. Paying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $1.00. This information is accurate as of 01/06/2016 and is subject to
change. For current information, call us at ###-###-####.
This review I'm writing pertains to Bob's Discount Furniture customer service dept. for defective product. I purchased the Bob's Lannister sectional couch and took delivery 12/1/2015. It's a beautiful piece of furniture, but after just 3 weeks of use, we notice one section out of the 5 pieces to which the firmness of the seating support has failed and is no longer as firm as the other 4 sections. You clearly sink down much further than the other sections and It is very uncomfortable as you feel as if your falling into the couch especially when reclined. I called Bob's product support; I was told they will send someone out to inspect the issue, I agreed. Then I'm told they are only in my area once a week on Thursdays. The soonest appointment is 25 days from now and they'll confirm the appointment time 48 hours prior. I requested the appointment for the afternoon due to my schedule, then I was told they can't accommodate appointment requests. So Buyer Beware! BOB'S DISCOUNT FURNITURE DOES NOT VALUE CUSTOMER SERVICE. As I now have to take time off work and waste my vacation days waiting on them to fix the poor quality of furniture I received.
Good...
Morning Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why our customer remains so disappointed in us.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. As the retailer we take full
responsibility for the damages that may have occurred at the factory overseas
or during the extensive transit the merchandise endures prior to arriving to
our customer. Merchandise is specially inspected at the point of loading the
merchandise from our CT distribution center and there is still a very long way
for the merchandise to travel prior to arriving to the customer’s
residence. We mention this process
because we do have another option for special inspection called ‘White Glove’
which addresses the item(s) and their condition more thoroughly throughout
their entire transit (loading, off loading and reloading) process. At this time
we have requested that our Quality Control Team complete the ‘White Glove’
delivery process for the pending even exchange attempt on 4.22.2015.
Should the customer wish to
discuss other options for resolution based off the items they maintain in the
home we are open and willing to work with our customer to gain their
satisfaction. We certainly don’t want our customer to feel as if they are being
forced to take continued deliveries of damaged products. We never expect or
anticipate disappointing our customers, let alone on multiple occasions and
should this type of delivery be the norm for us we obviously would not be
continuing to grow as an organization. Other offers the customer may be
interested instead of the fourth delivery attempt include the discussion of
scheduling a factory trained repair professional to the residence or a discount
offer off the price paid for the damaged items to keep them in their current
condition. Of course our main objective (as indicated above) is to make this
failure right and provide our customer with the merchandise they have selected
in its expected showroom condition. It is important to us that our customer
knows we have other options to offer should they feel necessary to initiate
these types of discussions.
We further apologize for the home
damage that the customer cites to have occurred during delivery. As the
customer is not providing specifics (what date did this occur on?) we are
unable to initiate the claims process right now. Should the customer wish to
file a formal Property Claim against this delivery team/company for the damages
on the wall(s) we ask that they reach out to us via our Customer Care Office so
that we can aide in getting this claim filed against the third party on their
behalf. These are time sensitive claims as they involve insurance reporting and
follow up so it is recommended that the customer contact our offices as soon as
possible should they wish to move forward with their Property Claim request.
We apologize again for the time
our customer has had to put towards getting quality merchandise delivered and
look forward to gaining their full satisfaction on 4.22.2015. Should the
customer wish to discuss alternate options for resolution or file the Property
Claim please advise that they contact us directly:
Customer Care Offices:
###-###-#### – Mon- Sat/ 6:30a-
8:00p or Sun/ 10:30a -7:00p
The Property Claims Office is
specifically open – Monday – Friday 8:00am -4:00pm
BOBS sells customers what they think is good furniture with a great warranty. The truth is they sell furniture that often has issues or doesn't stand up for more than 3-5 yrs then they refuse to honor the warranty and say it's their third party business partners responsibility. And that becomes a whole blame game!
Good Morning Revdex.com,
face="Calibri">We apologize for any confusion and inconvenience the
customer is experiencing while working directly with the Guardian Company on
this claim. Guardian is not Bobs Discount Furniture and we have sent over a
copy of the customer’s original invoice to ensure Guardian knows that the pub
chairs are also apart of the purchased coverage plan.
In regards to the chair and its front stretcher (a.k.a –rung),
we are happy to help directly cover the cost of ordering and installing this
part for our valued customer. We have uploaded the part order and once the
overseas manufacturer receives this order they will ship this part to our
customer within the next four months. We do apologize for the estimated wait
time however this particular vendor ships only by container (once a container
is filled they send it over the ocean to the United States). The part could certainly
come sooner but in an effort to remain fully honest and transparent with our
customers we always convey the longest possible ship time.
Please let the customer know that if they would like Bobs to
install the part for them to contact our Customer Care Office directly once
they physically have the part order in their possession.
Customer Care is available at [redacted] (Mon- Sat:
6:30a-9:30p/ Sun 11a-7:00p).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,...
We apologize to our customer for the
disappointment they have in the wear pattern of their product.
Our records indicate the following:
This sofa was delivered on 07/10/2013 and
the first concern for “sinking” was reported to us on 2/07/2015.
Following the guidelines of the ‘Goof
Proof Plus’ protection plan and our ‘Service Policy’ as communicated on our
sales invoice (also commonly signed by the consumer prior to leaving our retail
location), a service professional was sent to the home on 2.13.2015 to
determine if the product was experiencing a concern as a result of a factory
defect.
Our technician’s report indicates there
is no defect present and this particular model sofa is acting up to
manufacturing standards following the wear pattern the item appears to be
receiving in its environment. The seats may feel less resilient to the customer
than they did when they originally purchased the item and in all legitimacy a
loss of resiliency should be expected to occur over a period of normal use on
any seat. Our technician’s findings actually indicate –No Spring Concerns
Present.
Our technician is factory trained by the
vendor to distinguish a factory defect concern verses a normal wear and tear
concern and like many other protection plans sold industry wide Goof Proof Plus
does not cover an item for normal wear and tear. I have also included a
photograph of the sofa that we took while in the home for review, there appears
to be no sag present as the definition of a sag depicts that the product should
reflect an inward –loose hang without additional pressure being applied to the
object containing the sag. We stand behind the integrity of our professional
technicians and the reports they provide us with.
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 [redacted] (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 80%. This 80% will
be based off of the original cost paid for the sofa. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. We will expect to remove the current Sofa the customer has in the
home before or on the same day the newly selected item is delivered. As an
additional courtesy we will provide the customer with a store credit for the
full amount originally paid on the Goof Proof Plus Protection Plan ($49.99) and
we can cover the cost of removing and disposing of the current sofa as we
continue to stand behind the integrity of our technician’s report.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I knw one negative review is not going to make difference to bobs but I have to make ppl aware of dont buy insurance as they say it work it doesnt, I bought every single piece in my home from bobs, customer service is excellent from selling to delievery but when it comes to insurance and claim for [redacted] policy its just the waste of money every thing doesnt cover in there [redacted] so I am not going there for wasting my money for furniture hardly is durable...
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records show a refund to this customer’s charge
card processed on 12.16.2015 (one day after the purchase was made).
At this time we consider this concern closed as
resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Our offices
are just now in receipt of this claim today (2.06.2015) and as of yesterday
(2.05.2015), I personally spoke to this claimant and provided an agreeable
resolution for this concern.
At this time
we would consider this concern closed as resolved.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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 Jamie to
rectify the situation and reach a satisfactory outcome.
[redacted] has accepted this claim and sent the customer an option letter. I have attached this letter for review. The customer must reach back out to [redacted]
to advise which option they would like to select.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
face="Calibri">We apologize that you are experiencing any dissatisfaction with
the pillows you’ve purchased from us. We stand behind the quality choice and
value these pillows offer for your every night rest. We display opened pillows
for testing purposes in all of our sleep zones and keep a stock of fresh head
protectors available so that any customer can properly assess the pillow(s)
prior to purchase. Another important fact to consider is that a pillow with
this many comfort layers (just like our mattresses) does take time to adjust to
your unique body signature. Given the appropriate break in period we remain
fully confident that many customers will grow to love their new pillow and keep
it for many years to come.
As a business an opened product that has been used in a
manner as subjective as sleep qualifies as a total loss. This product cannot be
resold to another individual, no matter how much use the original customer
claims it has received, for several obvious reasons.
In an extreme effort to address your individual needs and
because Bobs Discount Furniture cares so much for our customers we will approve
your requested settlement as soon as the pillows have been returned to our
retail location. Although these pillows will need to be disposed of it is
reasonable to expect that they be returned to our business given your request
to void the original purchase agreement you entered into.
Should you no longer posses these pillows to return, or in
the likely event you have developed a likeness to your pillow(s) in the time
that has elapsed ,we are still willing to offer you a Bobs Discount Furniture
Store Credit for the amount paid towards these pillows.
Please respond to us via this Revdex.com channel you have
established with how you would like to proceed and I will set up the necessary
paperwork for the route you’d like to take.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the team was not...
able to meet the
freight elevator restrictions. The team
left the area because they had no place to park. The team submitted photos to us showing the
extremely tight road they were trying to navigate to get to the customer. They did not have a place to pull over and
park. The customer was given a four hour
window for delivery as all of our customer’s are given. The window this customer was given was 2:15
to 6:15. We are not able to schedule our
deliveries based solely on every customer’s building restrictions. We work very hard to accommodate each request
but in the cities, where every building has strict restrictions for deliveries
and use of elevator, we are not able to accommodate 2 hour windows. The team did make this delivery at 7pm. The team was 45 minutes outside of the
delivery window given.
This customer has already spoken to one of our colleagues
and agreed to final compensation of $263.30 back to their Wells Fargo account, plus
an additional compensation for damage and incorrect merchandise of $32.88. We will not be offering any additional
compensation based on the delivery occurring 45 minutes after the delivery
window.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!
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 can absolutely understand their frustration with this.
The depot has sent this to the insurance company for payment. The customer should be receiving the payment
soon, if it has not already been received.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good Morning Revdex.com,
Please pass on our apologies to the
customer for the disappointment she and her daughter have experienced with this
purchase.
Our records reflect that we fully agreed
with the customer’s aggravation and their desired settlement has been approved
as of 11.23.2015. The paperwork to schedule the removal of this merchandise for
a refund (after it returns to our distribution center and has been checked back
into our inventory) was created on 11.23.2015 and has been pending the customer
contacting us to schedule a date for removal. For reference this return
transaction number = [redacted]. Please ask the customer to contact our offices
(###-###-####) to schedule a date for removal of the product.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture offered me a $50 credit to use at their store, however, my purchase was $233.00. I don't agree with the policy and feel I was sold damaged merchandise upon first use. I looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my home. I feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise.
Sincerely,
[redacted] [redacted]
Good Afternoon Revdex.com-
We are very sorry to hear of this...
customer’s concern. I am not able to locate any account under
this information. I have checked the
phone number, address and customer’s name.
We can certainly address the issue presented here. There seems to be confusion with the
MyBobs.com online OUTLET and the OUTLET locations within some of our
stores.
The online OUTLET does offer delivery on any items purchased
through the MyBobs.com site. We do
charge a delivery fee, on a sliding scale for this service. This merchandise is brand new, factory fresh,
sold with a manufacturing warranty.
The OUTLET area located in some of our retail store
locations has never offered delivery as an option. There has never been any plan to offer
delivery from these locations. The
merchandise in these areas is sold “As is, no warranty, no delivery, first come
basis only”.
There can be no discrimination as this policy applies
equally to all customers. We are very
sorry if the difference between the online OUTLET and the store OUTLET was not
clearly explained.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
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 (Guardian Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Goof Proof
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. Guardian is a third party insurance
company. Like any other insurance policy
they accept claims that fall under the policy guidelines: those that are
submitted 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).
Guardian 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 this damage occurred on 5.16.16 they called to report the damage
on 8.16.16. That is far outside the
thirty day window they allow.
Bobs Discount Furniture’s responsibility was a one year manufacturing
warranty. This merchandise was delivered
in August 2011. The one year warranty
expired almost four years ago. These
complaints are non repairable and not a manufacturing defect. We would not be able to offer any options.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,...
r: [redacted]
Please pass on our apologies to our customer for the disappointment
he has experienced with the table he purchased from us.
Our records indicate that on the original date of service
we spoke directly with [redacted] and confirmed the reasons why we were unable to
offer an even exchange on the table.
Per our records on 6.14.2014:
[redacted]
1108 to 1130
table top: rsf top wood corner has almost 5" crack (1/8 of an
inch thick). This is season crack/mfg good. Top of table on several spots have
scrapes (5" and 10" approximately/cc good).
I spw customer [redacted] who is
a carpenter - he is stating there are no scrapes on the table - just very fine
lines that he isn't even concerned with - feels table s/be replaced due to mfg
defect noted.
Contacting AMS for approval on eex - denied per [redacted]
Above Comments Added By[redacted]
On 06/14/2014 at 12:14
We did speak with the customer again on 2.03.2015 and one
our Customer Care Team Leads has logged that [redacted] confirmed his table has customer
cause damages on it. In order to keep resolutions fair for all consumers alike
most retailers consider a warranty period void when the item in question has
additional damages that have occurred as a direct result of use or environment.
If [redacted] is willing to send in current photos of his table
in its condition overall we are willing to look into this concern further and
verify if we are able to process a one time even exchange as an extreme
courtesy for this customer.
Please ask [redacted] to submit photos to us via this email
address: [redacted]
Please ask that he provide a subject line of: C
Please ask that he provide a minimum of four photos:
-Photo
of the crack at a close range
-Photo
of the “scratches” he has disclosed as present at a close range
-Photo
of the table top from a distance so its entire condition can be seen
-Photo
of the table and its set components at a distance (table and matching chairs)
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are sincerely sorry that we were not...
able to deliver the
purchased merchandise in showroom quality the first attempt. We are currently scheduled to make the
exchange of the damaged pieces on 12.1.16.
We expect that will solve the merchandise issue. We do welcome the customer to reach out and
request and account review for compensation once the exchange is
completed. We do offer this token of
apology as a Bob’s gift card in order to provide a tangible object as compensation.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture