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]
size="3">
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining monies. We further apologize for the lack of care our customer’s
concern was met with as she asserts to have been referred to multiple facets of
our organization just to get the money back she was originally owed. We thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly.
I tried to contact [redacted] on the number she provided you with today
(1.21.2015). I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $91.21 that is owed to her. Since I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processing. I have left the (below) instructions for
this transaction on [redacted]’s voicemail and have also posted these here for [redacted]’s
review:
o
Anytime after 10am and before 9pm Dial ###-###-####.
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:[redacted]
o
At that point they will take the credit card
information from you and complete the processing.
Please let
this customer know that we are very sorry for the confusion on our part that
caused this concern. I completely agree with our customer regarding our
delivery team’s need for re training. Removing ‘old bedding’ is habitually
completed as a unified process and I apologize again that our failure caused
our customer so much inconvenience. Please thank our customer in bringing this
much needed coaching concern to our attention so we may address accordingly.
Our records
indicate that this customer’s ‘old bedding’ was removed on 4.16.2014 at approximately
4:38pm. Can you please ask this customer to confirm that she still needs the old
bedding removed? It is extremely rare that we would have a record of a return
that did not occur and I apologize again for taking up more of our customer’s
time to get this clarification.
Thank you,
[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
After waiting since before Memorial Day for an entertainment center, it was delivered it was delivered on 5-27. Upon set up part of it was broken, they said that the section that was damaged would be replaced on 6-30. I complained that I had to take off work,when it arrived on that day it was the wrong section so I called again. They apologized and told me they would send out the right section on 7-3. I had to miss another days work for them to send the right piece out and when I asked how I would be compensated I was told that I would get a 75$ gift card. I had already made 2 payments on the furniture & missed 2 days work. That's totally unacceptable
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
I purchase a Maggie Sectional sofa from Bobs in April 2015. In less than a years time. the seat core had springs within it that was protruding / defective . I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative . the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September 2016 ( 4 months!!!!!). This is not what their sales people tell you when purchasing this additional protection. Its not disclosed that you will have an extended wait . Ridiculous. This sofa was not used heavily ,1 year old, and its horrible to set on. I dont know when or if a spring will stick me in my buttocks. Simply not acceptible!!!
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
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
Good Afternoon Revdex.com-
10pt;">We sincerely apologize for the errors, poor service and
lack of follow through this customer has experienced. I can see that this has caused unwelcomed
stress at a time when that stress would be particularly unwelcomed in their
life. I am especially sorry for
that.
We recognized that we have failed this customer, as a
business, we do need bear in mind several things when compensating a
customer. The amount of the gift card
you were offered is far above what we would normally offer.
As a courtesy for the issues this customer has
encountered we will make an offer to refund both delivery fees back to the two
different [redacted]ards used. In addition to
these refunds we will offer a $50 gift card in an effort to allow the customer
to choose a nice “take with” item from our store so that they may instead of
remembering the stress and discomfort we caused remember we did attempt to make
it right.
If this customer accepts this offer, please reply to
the Revdex.com so we can create the necessary paperwork.
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found to
have a slight depression of under 1 1/4”.
This is absolutely to industry standards and normal wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance.
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here.
To move forward please advise the
customer that we require a minimum of four (4) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 2 Photos of the Mattress-
- 1 Picture that clearly
shows the entire facing surface of the mattress
-1
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
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 ###-###-####.
Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We have reviewed the account
and the reviewed the recorded calls from the customer into the call
center. The customer has been dealing
primarily with the store. The customer had
two scheduled exchanges.
12.30.16 the store canceled the appointment on behalf of the
customer as the customer did not like the timeframe they received.
1.7.17 was coded as a Not At Home; team was there inside of
given timeframe of 2-6pm.
If the customer would like the refund, they must call into
customer care or the store and schedule the pickup of the tables. While the cancelation of the appointment on
12.30.16 might have been a miscommunication with the store and the customer, our
team was absolutely at the home, within the given timeframe on 1.7.17. Once the return is picked up, we will release
the refund. The customer split payment
between the credit card ending in [redacted] and cash. The refund is already set up correctly, the
portion paid with the credit card will be released once the pickup is
completed, the cash portion will be refunded as a corporate check.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the
customer wish to accept this offer they are able to contact our Customer Care
Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to
accept this offer and have it fully processed.
We have not been made aware of any
damages that have not been addressed and
we have no service report from a technician that there are any
manufacturing issues with any pieces of this set that have not been addressed
previously. If the customer believes
that there are manufacturing issues that have not been reported, we ask that
the customer calls and sets up a service so that we may have the opportunity to
correct any concerns.
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 merchandise. 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 bedroom set the customer
has in the home before or on the same day the newly selected item is delivered.
We would also be willing to offer the customer a discount on the
pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the
purchase price. We can issue this as a
corporate check. This would be in the
amount of $209.60.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The first couch given to us was broken. They set up a date to come and see if the couch could be fixed then changed the date last minute and I had to rely on my elderly father to drive from over an hour away to sit and wait for the tech. Of course we were told that the sofa could not be fixed and we would need a replacement. Hoping to have it before I had to host Easter at my home I again asked my father to make the hour drive to my home and wait for a delivery person. The sofa was delivered and again was a defective piece of furniture. We had to set up another delivery date, this time the automated call said that they would deliver in the early morning. I took the morning off from work to wait, the estimated delivery time on the tracker said 7:50 am. At arond 9:00 my phone rang I was told a truck had broken down and my sofa would not be there till afternoon. I am self employed therefore I had to get to work and could not wait to open my business that late. I had to make another call to my father to make the hour drive over to my house and sit and wait again.
I feel Bob's should compensate us in some way for all the time we wasted waiting for delivery people and for all the gas my father used drivingback and forth to my house three times.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.9.16 and at the time of purchase, the customer purchased the option of
Goof Proof 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.
The customer submitted a claim to [redacted] for concerns
unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for
concerns three times since delivery.
As a one time courtesy to ensure the safety all members of
the family, we will offer this customer a reselection for the Charisma set
currently in home. If the customer would
like to accept this offer, please reply through the Revdex.com, we will then create
the paperwork to enable the reselection.
We will credit for the GPP plan and we will waive a new delivery
fee. The customer will have sixty days
from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma
set when the new merchandise is delivered.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
The
merchandise is question was removed from [redacted]’s home on 9.10.2014 and a
monetary refund credit has been processed to the financing account that
[redacted] used to pay for this merchandise.
While she
may feel welcome to return to our showroom and select another set to better
suit her needs I cannot understand how buying hardware for a bed that is not in
her possession would help solve her concern.
We would
certainly appreciate [redacted]’s continued business and another chance to earn
her trust back in our product’s and their quality however we still consider the
original complaint resolved as our records clearly indicate a removal of
merchandise on 9.10.2014.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I am very disappointed in Bobs discount furniture. I started with what I thought was a decent sales person until the "manager
" took over. He came over with the Homeboy attitude. I wasn't empressed. He tried to write up our order and screwed it up. We explained to both salesman which item we wanted. On delivery day they delivered the wrong item. Wanted me to keep it until they got this all straightened out. I said no. They left a mess with the packing materials all over the floor and hall. Went back to the store complained to the manager. Apologized promised a call back todAy. It's 5pm and he hasn't and won't call. Pissed as [redacted]!
One year and one week after purchasing 3 rooms of furniture my bed supports exploded leaving splinters everywhere. They said the set was solid mahogany but clearly is made of pine. The couch frame broke and ripped through the back panel and a cushion. And a leather dining room chair has busted and the stuffing is coming out. Today is 9/28/15. I have been in the phone with them for an hour or more a week since early June. With almost no resolution. The bed has been fixed but is still not the solid mohgany they claim it is. They've agreed today to exchange the couch for a different model because it's on back order but won't take back the matching ottoman I bought with the set. I don't know what I'm supposed to do with the ottoman that doesn't match the new set. It shouldn't take 17 total hours on the phone to have a couch fixed when I paid insurance.
Good Morning [redacted],
face="Times New Roman" size="3">
I apologize that you are experiencing any concerns
with the furniture and I’d certainly like to help you move forward in any way I
can.
Can you please clarify why you feel your item(s) are
defective? Our technician reported to us on 8.05.2015 that there were no
defects present therefore nothing for us to repair as your demanding here. I
have included your initial report to us and our technician’s report below for
all parties to review:
Customer’s initial report:
Dresser OSB rsf (Outside
Back & Right Side Facing) top corner has a 1/2" chip in the wood
Above Comments Added By [redacted] On 07/29/2015 at
14:33.
Technician Notes from
service visit:
Per tech [redacted]; in 1130-1140
Dresser OSB (Outside Back) rsf (Right Side) top corner back panel-
1 extra screw hole.
Normal/good
2 nstands: top underside marble rough-
Tech: inspected
Normal/good
Tech calling from road- due to wait time -
Above Comments Added By [redacted] On 08/05/2015 at 12:29
Your nightstands have ‘Marble’ (stone) tops, however I
cannot see that causing you to receive a splinter, is there a new concern with the
nightstands that you haven’t reported to our Customer Care Office prior to opening
this Revdex.com mediation channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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]
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining monies. We further apologize for the lack of care our customer’s
concern was met with as she asserts to have been referred to multiple facets of
our organization just to get the money back she was originally owed. We thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly.
I tried to contact [redacted] on the number she provided you with today
(1.21.2015). I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $91.21 that is owed to her. Since I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processing. I have left the (below) instructions for
this transaction on [redacted]’s voicemail and have also posted these here for [redacted]’s
review:
o
Anytime after 10am and before 9pm Dial ###-###-####.
o
Press the number one (1) on your keypad when you hear
Bobs voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number:[redacted]
o
At that point they will take the credit card
information from you and complete the processing.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning
Revdex.com,
Please let
this customer know that we are very sorry for the confusion on our part that
caused this concern. I completely agree with our customer regarding our
delivery team’s need for re training. Removing ‘old bedding’ is habitually
completed as a unified process and I apologize again that our failure caused
our customer so much inconvenience. Please thank our customer in bringing this
much needed coaching concern to our attention so we may address accordingly.
Our records
indicate that this customer’s ‘old bedding’ was removed on 4.16.2014 at approximately
4:38pm. Can you please ask this customer to confirm that she still needs the old
bedding removed? It is extremely rare that we would have a record of a return
that did not occur and I apologize again for taking up more of our customer’s
time to get this clarification.
Thank you,
[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
After waiting since before Memorial Day for an entertainment center, it was delivered it was delivered on 5-27. Upon set up part of it was broken, they said that the section that was damaged would be replaced on 6-30. I complained that I had to take off work,when it arrived on that day it was the wrong section so I called again. They apologized and told me they would send out the right section on 7-3. I had to miss another days work for them to send the right piece out and when I asked how I would be compensated I was told that I would get a 75$ gift card. I had already made 2 payments on the furniture & missed 2 days work. That's totally unacceptable
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
I purchase a Maggie Sectional sofa from Bobs in April 2015. In less than a years time. the seat core had springs within it that was protruding / defective . I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative . the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September 2016 ( 4 months!!!!!). This is not what their sales people tell you when purchasing this additional protection. Its not disclosed that you will have an extended wait . Ridiculous. This sofa was not used heavily ,1 year old, and its horrible to set on. I dont know when or if a spring will stick me in my buttocks. Simply not acceptible!!!
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...
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
Good Afternoon Revdex.com-
10pt;">We sincerely apologize for the errors, poor service and
lack of follow through this customer has experienced. I can see that this has caused unwelcomed
stress at a time when that stress would be particularly unwelcomed in their
life. I am especially sorry for
that.
We recognized that we have failed this customer, as a
business, we do need bear in mind several things when compensating a
customer. The amount of the gift card
you were offered is far above what we would normally offer.
As a courtesy for the issues this customer has
encountered we will make an offer to refund both delivery fees back to the two
different [redacted]ards used. In addition to
these refunds we will offer a $50 gift card in an effort to allow the customer
to choose a nice “take with” item from our store so that they may instead of
remembering the stress and discomfort we caused remember we did attempt to make
it right.
If this customer accepts this offer, please reply to
the Revdex.com so we can create the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found to
have a slight depression of under 1 1/4”.
This is absolutely to industry standards and normal wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance.
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here.
To move forward please advise the
customer that we require a minimum of four (4) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 2 Photos of the Mattress-
- 1 Picture that clearly
shows the entire facing surface of the mattress
-1
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
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 ###-###-####.
Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We have reviewed the account
and the reviewed the recorded calls from the customer into the call
center. The customer has been dealing
primarily with the store. The customer had
two scheduled exchanges.
12.30.16 the store canceled the appointment on behalf of the
customer as the customer did not like the timeframe they received.
1.7.17 was coded as a Not At Home; team was there inside of
given timeframe of 2-6pm.
If the customer would like the refund, they must call into
customer care or the store and schedule the pickup of the tables. While the cancelation of the appointment on
12.30.16 might have been a miscommunication with the store and the customer, our
team was absolutely at the home, within the given timeframe on 1.7.17. Once the return is picked up, we will release
the refund. The customer split payment
between the credit card ending in [redacted] and cash. The refund is already set up correctly, the
portion paid with the credit card will be released once the pickup is
completed, the cash portion will be refunded as a corporate check.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon...
Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the
customer wish to accept this offer they are able to contact our Customer Care
Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to
accept this offer and have it fully processed.
We have not been made aware of any
damages that have not been addressed and
we have no service report from a technician that there are any
manufacturing issues with any pieces of this set that have not been addressed
previously. If the customer believes
that there are manufacturing issues that have not been reported, we ask that
the customer calls and sets up a service so that we may have the opportunity to
correct any concerns.
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 merchandise. 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 bedroom set the customer
has in the home before or on the same day the newly selected item is delivered.
We would also be willing to offer the customer a discount on the
pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the
purchase price. We can issue this as a
corporate check. This would be in the
amount of $209.60.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The first couch given to us was broken. They set up a date to come and see if the couch could be fixed then changed the date last minute and I had to rely on my elderly father to drive from over an hour away to sit and wait for the tech. Of course we were told that the sofa could not be fixed and we would need a replacement. Hoping to have it before I had to host Easter at my home I again asked my father to make the hour drive to my home and wait for a delivery person. The sofa was delivered and again was a defective piece of furniture. We had to set up another delivery date, this time the automated call said that they would deliver in the early morning. I took the morning off from work to wait, the estimated delivery time on the tracker said 7:50 am. At arond 9:00 my phone rang I was told a truck had broken down and my sofa would not be there till afternoon. I am self employed therefore I had to get to work and could not wait to open my business that late. I had to make another call to my father to make the hour drive over to my house and sit and wait again.
I feel Bob's should compensate us in some way for all the time we wasted waiting for delivery people and for all the gas my father used drivingback and forth to my house three times.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.9.16 and at the time of purchase, the customer purchased the option of
Goof Proof 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.
The customer submitted a claim to [redacted] for concerns
unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for
concerns three times since delivery.
As a one time courtesy to ensure the safety all members of
the family, we will offer this customer a reselection for the Charisma set
currently in home. If the customer would
like to accept this offer, please reply through the Revdex.com, we will then create
the paperwork to enable the reselection.
We will credit for the GPP plan and we will waive a new delivery
fee. The customer will have sixty days
from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma
set when the new merchandise is delivered.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
The
merchandise is question was removed from [redacted]’s home on 9.10.2014 and a
monetary refund credit has been processed to the financing account that
[redacted] used to pay for this merchandise.
While she
may feel welcome to return to our showroom and select another set to better
suit her needs I cannot understand how buying hardware for a bed that is not in
her possession would help solve her concern.
We would
certainly appreciate [redacted]’s continued business and another chance to earn
her trust back in our product’s and their quality however we still consider the
original complaint resolved as our records clearly indicate a removal of
merchandise on 9.10.2014.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I am very disappointed in Bobs discount furniture. I started with what I thought was a decent sales person until the "manager
" took over. He came over with the Homeboy attitude. I wasn't empressed. He tried to write up our order and screwed it up. We explained to both salesman which item we wanted. On delivery day they delivered the wrong item. Wanted me to keep it until they got this all straightened out. I said no. They left a mess with the packing materials all over the floor and hall. Went back to the store complained to the manager. Apologized promised a call back todAy. It's 5pm and he hasn't and won't call. Pissed as [redacted]!
One year and one week after purchasing 3 rooms of furniture my bed supports exploded leaving splinters everywhere. They said the set was solid mahogany but clearly is made of pine. The couch frame broke and ripped through the back panel and a cushion. And a leather dining room chair has busted and the stuffing is coming out. Today is 9/28/15. I have been in the phone with them for an hour or more a week since early June. With almost no resolution. The bed has been fixed but is still not the solid mohgany they claim it is. They've agreed today to exchange the couch for a different model because it's on back order but won't take back the matching ottoman I bought with the set. I don't know what I'm supposed to do with the ottoman that doesn't match the new set. It shouldn't take 17 total hours on the phone to have a couch fixed when I paid insurance.
Good Morning [redacted],
face="Times New Roman" size="3">
I apologize that you are experiencing any concerns
with the furniture and I’d certainly like to help you move forward in any way I
can.
Can you please clarify why you feel your item(s) are
defective? Our technician reported to us on 8.05.2015 that there were no
defects present therefore nothing for us to repair as your demanding here. I
have included your initial report to us and our technician’s report below for
all parties to review:
Customer’s initial report:
Dresser OSB rsf (Outside
Back & Right Side Facing) top corner has a 1/2" chip in the wood
Above Comments Added By [redacted] On 07/29/2015 at
14:33.
Technician Notes from
service visit:
Per tech [redacted]; in 1130-1140
Dresser OSB (Outside Back) rsf (Right Side) top corner back panel-
1 extra screw hole.
Normal/good
2 nstands: top underside marble rough-
Tech: inspected
Normal/good
Tech calling from road- due to wait time -
Above Comments Added By [redacted] On 08/05/2015 at 12:29
Your nightstands have ‘Marble’ (stone) tops, however I
cannot see that causing you to receive a splinter, is there a new concern with the
nightstands that you haven’t reported to our Customer Care Office prior to opening
this Revdex.com mediation channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison