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,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted]).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that the damage was done during the normal use of the piece; this is
not an accident and so was denied. [redacted] responsibility under the [redacted] protection is only for accidents.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defect. I have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about 30 days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the [redacted] insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to [redacted], if it
is not an accident, or the customer is not sure, they should call us.
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
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
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 are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 3.15.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 11.12.16. His report documented no manufacturing
defects. He did report that there was
damage that was unrepairable. The
mattress is stained in several places, depending on what was spilled on the
mattress, that can cause a breakdown in the material, stains void the warranty,
which is why we advise a mattress protector.
The Bed is damaged due to it being on hardwood floors and sliding. This was explained to the customer in a
service back in September 2015.
We did replace the sectional that was deemed defective.
We would expect from a business perspective that if a customer
purchases the [redacted] Plus plan they would read the flyer that was included with
the sales order at point of purchase. It
does clearly spell out what damages are covered and which company to reach out
to. We are very sorry that we are not
able to cover these damages as they are not the result of a manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I would like to research this further. Regretfully
I am unable to locate any account information that matches this consumer’s
complaint within our internal records.
I have looked under the name, phone number and email address and find no
matching accounts.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Recently I purchased a lift chair from My Bobs. I can not say enough good about the customer care and service I received. The chair is of good quality and meets my medical needs. The customer service in the Depford, N.J. store was helpful and courteous. Due to two broken ribs I was unable to get into a car to physically go to the store. The delivery people were on time and set the chair up and showed me how to use the remote. The whole thing was an excellent experience for me while in a bad physical position.
Good Morning Revdex.com,
size="3">Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: the goof proofplan expires4/16 since items were purchased in 2011. The $20 refund does nothing for me. I am sure the cost could be split for good customer relations and future business
Sincerely,
[redacted]
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
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.
Sincerely,
[redacted]
I will no longer shop at Bobs.
Good
Morning Revdex.com,
I
would like to apologize to [redacted] again for the frustration we caused her
family. Our records reflect that as of 5.16.2014 there was a refund credit for
the cost of the delivery fee made to our customer. Looking further into this
account our information indicates that we were able to speak with our customer
(we must ask for credit card numbers on an unrecorded line as we do not keep
full credit card numbers on file for our customer’s protection) and fully process
this refund on 5.23.2014 (this past Friday). Due to the holiday weekend I would
expect this monetary refund to be sent over to our customer’s credit card
account today and it may take 3-5 more business days for the bank that manages
our customer’s card to fully process the refund on their end. I have sent a
message to our Accounting Department to ensure that this refund is as expedited
from our end as quickly as it can be.
On
top of the monetary refund I do see that our customer has also been mailed a
$100.00 Bobs Discount Furniture Gift Card as a form of further apology. I do
understand why [redacted] would have reservations about shopping with us again however;
we humbly ask that our customer gives us one more chance to earn her trust back
in our business in the future. We normally do not fail our customers as poorly
as we did during [redacted]’s purchase and we have worked above and beyond our
normal polices to provide [redacted] with accommodation for our mistakes. We have
many items that are available to take from our showroom or clearance centers should
[redacted] not want to use our delivery service in the future.
Please
advise me if our customer is in need of any additional assistance for this
concern.
Thank you for the opportunity to make
it right,
[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
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 [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 [redacted],
Roman" size="3">
I am sorry to learn of your disappointment with the merchandise
you have and the service you have received from us.
The technician dispatched to your home on 04/22/2015 indicated
that there was no defect on your seat casings. We normally do not need to
review pictures because our technicians are all factory- trained to determine
if/when a product is experiencing a concern as a result of a defect. We trust
the personnel we have on the road and in the home. In your case, you disputed
these service results and we reviewed photos on your behalf. Your account
indicates that after review we still agreed with the service professional that
what you were seeing occur is normal wear and tear results of the furniture’s
material makeup combined with its environment and the use its receiving. As a
courtesy we paid for and shipped you the seating that you stated you were
uncomfortable on. Our records do not
indicate that we were ever set up to ship you out casings (material) for the
seating area as we found no defect present in both reviews of this concern.
We absolutely honor the
protection plan we sell and stand behind its value. Your Goof Proof Plus Plan
covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a
variety of in home accidental occurrences. As you are not experiencing a defect
and haven’t reporting any accidents causing your concern, the purchased plan
and its benefits does not apply to your concern. Like any other protection plan
the terms and conditions must be adhered to in order to keep all resolutions
fair for all customers alike.
If you would like to reselect to a different set because you are
experiencing a preference concern with this one that is certainly an avenue we
are willing to offer here as recourse. Please see our option for resolution
listed below:
Option: We will provide you with a store
credit based on the price paid to us for the sofa/chair/ottoman and protection
plan.
This store credit will allow you to reselect to a different set whose material
makeup may fit your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current merchandise you have in your
possession on the same date we deliver the new selection.
In the interest of fairness we do ask that you pay a new delivery
fee on the new sales order as we are granting this option as courtesy, will
need to dispose of the product you have, and as a business we have always kept
the service of delivery separate from the pricing of our product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com-
We
are very sorry that this table did not live up to the customer’s
expectations. 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 customer care to schedule. Advice the agent there is a exchange in the
system, the agent will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
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 exchange
the table we will provide an even exchange.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-font-weight: bold;">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the Alex set purchased in
2016. We have offered the customer
service, which they have refused. We
have offered the customer reselection or exchange, which was also refused. These are the options available to the
customer. Please see attached photos
that the customer submitted to us. There
are spots where the stuffing is coming through the seams, this is clear. We can offer parts and service or reselection
only for these issues. I have attached
the customer’s sales order as well. This
has the service policy and return policy highlighted. This was reviewed and signed at time of
purchase.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
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,
While we apologize to our customer for any disappointment...
they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted]).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that the damage was done during the normal use of the piece; this is
not an accident and so was denied. [redacted] responsibility under the [redacted] protection is only for accidents.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defect. I have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about 30 days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the [redacted] insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to [redacted], if it
is not an accident, or the customer is not sure, they should call us.
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
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
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 are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 3.15.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 11.12.16. His report documented no manufacturing
defects. He did report that there was
damage that was unrepairable. The
mattress is stained in several places, depending on what was spilled on the
mattress, that can cause a breakdown in the material, stains void the warranty,
which is why we advise a mattress protector.
The Bed is damaged due to it being on hardwood floors and sliding. This was explained to the customer in a
service back in September 2015.
We did replace the sectional that was deemed defective.
We would expect from a business perspective that if a customer
purchases the [redacted] Plus plan they would read the flyer that was included with
the sales order at point of purchase. It
does clearly spell out what damages are covered and which company to reach out
to. We are very sorry that we are not
able to cover these damages as they are not the result of a manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I would like to research this further. Regretfully
I am unable to locate any account information that matches this consumer’s
complaint within our internal records.
I have looked under the name, phone number and email address and find no
matching accounts.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Recently I purchased a lift chair from My Bobs. I can not say enough good about the customer care and service I received. The chair is of good quality and meets my medical needs. The customer service in the Depford, N.J. store was helpful and courteous. Due to two broken ribs I was unable to get into a car to physically go to the store. The delivery people were on time and set the chair up and showed me how to use the remote. The whole thing was an excellent experience for me while in a bad physical position.
Good Morning Revdex.com,
size="3">Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: the goof proofplan expires4/16 since items were purchased in 2011. The $20 refund does nothing for me. I am sure the cost could be split for good customer relations and future business
Sincerely,
[redacted]
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
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.
Sincerely,
[redacted]
I will no longer shop at Bobs.
Good
Morning Revdex.com,
I
would like to apologize to [redacted] again for the frustration we caused her
family. Our records reflect that as of 5.16.2014 there was a refund credit for
the cost of the delivery fee made to our customer. Looking further into this
account our information indicates that we were able to speak with our customer
(we must ask for credit card numbers on an unrecorded line as we do not keep
full credit card numbers on file for our customer’s protection) and fully process
this refund on 5.23.2014 (this past Friday). Due to the holiday weekend I would
expect this monetary refund to be sent over to our customer’s credit card
account today and it may take 3-5 more business days for the bank that manages
our customer’s card to fully process the refund on their end. I have sent a
message to our Accounting Department to ensure that this refund is as expedited
from our end as quickly as it can be.
On
top of the monetary refund I do see that our customer has also been mailed a
$100.00 Bobs Discount Furniture Gift Card as a form of further apology. I do
understand why [redacted] would have reservations about shopping with us again however;
we humbly ask that our customer gives us one more chance to earn her trust back
in our business in the future. We normally do not fail our customers as poorly
as we did during [redacted]’s purchase and we have worked above and beyond our
normal polices to provide [redacted] with accommodation for our mistakes. We have
many items that are available to take from our showroom or clearance centers should
[redacted] not want to use our delivery service in the future.
Please
advise me if our customer is in need of any additional assistance for this
concern.
Thank you for the opportunity to make
it right,
[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
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 [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 [redacted],
Roman" size="3">
I am sorry to learn of your disappointment with the merchandise
you have and the service you have received from us.
The technician dispatched to your home on 04/22/2015 indicated
that there was no defect on your seat casings. We normally do not need to
review pictures because our technicians are all factory- trained to determine
if/when a product is experiencing a concern as a result of a defect. We trust
the personnel we have on the road and in the home. In your case, you disputed
these service results and we reviewed photos on your behalf. Your account
indicates that after review we still agreed with the service professional that
what you were seeing occur is normal wear and tear results of the furniture’s
material makeup combined with its environment and the use its receiving. As a
courtesy we paid for and shipped you the seating that you stated you were
uncomfortable on. Our records do not
indicate that we were ever set up to ship you out casings (material) for the
seating area as we found no defect present in both reviews of this concern.
We absolutely honor the
protection plan we sell and stand behind its value. Your Goof Proof Plus Plan
covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a
variety of in home accidental occurrences. As you are not experiencing a defect
and haven’t reporting any accidents causing your concern, the purchased plan
and its benefits does not apply to your concern. Like any other protection plan
the terms and conditions must be adhered to in order to keep all resolutions
fair for all customers alike.
If you would like to reselect to a different set because you are
experiencing a preference concern with this one that is certainly an avenue we
are willing to offer here as recourse. Please see our option for resolution
listed below:
Option: We will provide you with a store
credit based on the price paid to us for the sofa/chair/ottoman and protection
plan.
This store credit will allow you to reselect to a different set whose material
makeup may fit your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current merchandise you have in your
possession on the same date we deliver the new selection.
In the interest of fairness we do ask that you pay a new delivery
fee on the new sales order as we are granting this option as courtesy, will
need to dispose of the product you have, and as a business we have always kept
the service of delivery separate from the pricing of our product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning...
Revdex.com-
We
are very sorry that this table did not live up to the customer’s
expectations. 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 customer care to schedule. Advice the agent there is a exchange in the
system, the agent will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
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 exchange
the table we will provide an even exchange.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-font-weight: bold;">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the Alex set purchased in
2016. We have offered the customer
service, which they have refused. We
have offered the customer reselection or exchange, which was also refused. These are the options available to the
customer. Please see attached photos
that the customer submitted to us. There
are spots where the stuffing is coming through the seams, this is clear. We can offer parts and service or reselection
only for these issues. I have attached
the customer’s sales order as well. This
has the service policy and return policy highlighted. This was reviewed and signed at time of
purchase.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison