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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed.
Thank you for your assistance.
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having issues with
the pieces delivered in November 2014.
We have reviewed the technician report form August 30, 2016. The technician reported the foam was bunched
up on two footrests and he replaced the cores on those footrests. We are
unsure what the current issue is. This
complaint does not state what needs to be fixed. The notes in the order state that there is an
issue with a mechanism. That would be
the device that makes the chair recline.
That would have nothing to do with the technician service from
August.
We are not able to offer the service for a Saturday. The technician is routed over an hour away from
this customer’s address. We route
different areas of the state each day.
We would not be able to offer this customer a Saturday service. We do currently have this scheduled for the technician
on 12.14.16. We hope the issue the
customer is experiencing will be corrected on Wednesday.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I thoroughly hope that you have learned from this experience and move forward in a way which you improve your business practices and costumer services towards EVERYONE, not just myself.
Sincerely,
[redacted]
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
Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this experience
caused our customer. There is no doubt after reviewing this complaint that we
failed our customer on several different levels and we remain very embarrassed
regarding the failures we caused to our customer.
We can certainly understand the customer’s frustration and acknowledge
the reasons why the customer feels they are owed something additional after the
completion of their delivery. At this time the customer’s account reflects that
the new merchandise has been successfully delivered as of 9.22.2015.
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.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount.
Should the customer wish not to provide us with another opportunity to deliver
merchandise we can understand the reasons why in this scenario and have several
cash and carry items that can be taken from our Showrooms or pit locations as
our free gift of apology.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed two (2) options
below for the customer to choose from for compensation. Please have the
customer select (1) one option and respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
We look forward to hearing back from our customer and we apologize again for
the concerns our failures caused to her family. Kindest Regards, Stephanie A. G[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]
Afternoon Revdex.com,
Please pass on our sincerest
apologies for the disappointment our customer is experiencing with their
merchandise and the protection plan they purchased at the time of sale.
Our records indicate that this
merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof
Proof Plus’ plan (as indicated on our website) until 4/01/2013. This
customer purchased ‘Goof Proof’ on their sale which is coverage provided thru
the Guardian company only for a variety of in home accidental damages.
The merchandise was delivered on 01/23/2013 and guaranteed against factory
defects thru Bobs for a period of one year. That year guarantee expired on
1/23/2014 (over a year ago-leaving the customer with active protection thru
Guardian only) and we received no reports of concern from this consumer within
our direct guarantee period.
We are very sorry if the customer
found our technician process to be unsatisfactory and also for the report of
rudeness from our Customer Care Agent; our technician was sent out to the home at
no charge as a courtesy to aide our customer to the best of our ability. We
find it unnecessary for any technician to remain in a home when we can
communicate more thoroughly with our customers one on one and the technician
has other services to get to. I have included photos of the damages present
(provided by our technician) and it is clear as to why these damages cannot be
repaired. There are multiple damages that have occurred off of the seams
themselves over a period of time within the customer’s possession.
In regards to the ottoman, it is
not common that a 100% POLYESTER material make up just begins to discolor on
its own. Yes, this could be the result of normal wear and tear combined with
environment however not commonly the result of factory defects. Our technician
did not deem this to be a defect in the factory’s workmanship nor does the
customer maintain the “Goof Proof Plus” plan that they are referring to
seeing on our website. Unless they have an accidental occurrence to report that
coincides with this discoloration (to Guardian) there are no active resources
available for full coverage on this ottoman.
As a one time extreme courtesy and because Bobs Discount
Furniture truly does care about our customers we can make a one time courtesy
offer for resolution. Should the customer wish to accept this courtesy offer
they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –
Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing
needed:
Courtesy Offer for Resolution:
If the customer would like to reselect to a different set we will
provide a credit (store credit) of 70%. This 70% will be based off of the
original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. 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 and
Ottoman the customer has in the home before or on the same day the newly
selected items are delivered. We can cover the cost of removing and disposing
of these items as an additional courtesy as we continue to stand behind the
integrity of our technician’s report.
I have a power lift chair from Bob's. I purchased the original chair in 2015, and had to exchange it in March 2016 due to warranty issues. When I went to the store to exchange it I did a reselect, and chose a different chair. The chair I chose was supposedly higher quality, I spent about $400 more on it than the original chair, hoping it wouldn't break. Less than TWO MONTHS after I received it the motor blew and it no longer functions. I contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistance. THey were great about sending someone out the same day. He came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within 3 days I should be able to get a new chair. Well, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-14 days) or choose a new chair and have NO WARRANTY on it. Well, obviously I'm not going to take an item with no warranty, since I've had to use it twice now. The conversation was on April 21st. It is now May 4th. I called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install it. This is now going to be a month without my medically necessary item, and I am beyond appalled. I have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money.
Desired Outcome:
At this point I want a new chair immediately. I feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safe. I absolutely will not wait an additional two weeks for a functioning chair.
Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floor.. I can't explain anything else because there is nothing else to say. Thank you.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer
for the disappointments they have experienced from us. I certainly don’t blame our
customer for being upset with us and assure our customer that we stand behind
the value of our merchandise and never intended to let them down. In reviewing
the customer’s account I find no open or pending concerns as our records
indicate we have processed a return of all associated funds to the customer’s
financing account. Bobs Discount Furniture does not directly report to any
credit bureau for any customer and regretfully we have no governing power over
the actions of [redacted].
We apologize to our customer again for any and all
mistakes that have caused them inconvenience and convey that our greatest defeat
is and will remain loosing their trust in our business.
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.
Complaint: [redacted]
I am rejecting this response because:[redacted] either has been misinformed or twisting the facts.
Who brought up the legs being short or long!!!! what does that have to do with my injury.
The technician used my cellular to report the situation and said that the legs were SHARP.
Secondly I did not say there is a defect in the recliners or that they were difficult to recline?????? I never mentioned that.
My concern was that they were too heavy to move for someone my age and the same goes for the marble tables.The tech man agreed with me and I am willing to face him with these facts.
He tried to move the marble table and he said "that is heavy".Same went with the recliners
To have an idea about the customer care have them look at the reviews written in [redacted] and similar sites.
Would I buy from them again??NEVER.
My offer is take back all your stuff and deduct whatever the Revdex.com people determine is fair and refund the balance.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
10pt;">This is certainly not how we expect our salespeople to
act. This is not representative of the
Bob’s culture. We will absolutely offer to compensate this customer.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
At this time we would like to offer a $75 ECard to this
customer. We hope that the customer can accept this offer as a token of our
apology. If the customer would like to
accept, please reply to the Revdex.com that this is accepted and we will process the
paperwork to the Gift Card Department.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
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. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not our normal
procedure to so we do recognize that we have failed our customer and we are
willing to make an exception in this case to work above our normal compensation
guidelines and policies. We do not offer apology monetary amounts based off of
any individual’s time or lost wages, as this would not be a fair and even
practice for all customers.
We can offer to provide the
customer with a monetary refund based on the amount paid to us for a delivery
fee on this sales order ($129.99). Should the customer wish to accept this
offer, please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will have our retail location reach out to them to
complete any further processing needed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).
Sincerely,
[redacted]
Complaint: [redacted] I called my credit card todayand bobs has not refunded my card of the$997.98 I returned the merchandise on monday and [redacted] promised me a full refund after the chairs were returned,still waiting.
Sincerely,.
[redacted]
Good Morning [redacted]
size="3" face="Times New Roman">
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
Good Morning Revdex.com,
face="Calibri" size="3">I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed.
Thank you for your assistance.
Sincerely,
Regina Jennings
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having issues with
the pieces delivered in November 2014.
We have reviewed the technician report form August 30, 2016. The technician reported the foam was bunched
up on two footrests and he replaced the cores on those footrests. We are
unsure what the current issue is. This
complaint does not state what needs to be fixed. The notes in the order state that there is an
issue with a mechanism. That would be
the device that makes the chair recline.
That would have nothing to do with the technician service from
August.
We are not able to offer the service for a Saturday. The technician is routed over an hour away from
this customer’s address. We route
different areas of the state each day.
We would not be able to offer this customer a Saturday service. We do currently have this scheduled for the technician
on 12.14.16. We hope the issue the
customer is experiencing will be corrected on Wednesday.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good...
Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I thoroughly hope that you have learned from this experience and move forward in a way which you improve your business practices and costumer services towards EVERYONE, not just myself.
Sincerely,
[redacted]
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
Good...
Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this experience
caused our customer. There is no doubt after reviewing this complaint that we
failed our customer on several different levels and we remain very embarrassed
regarding the failures we caused to our customer.
We can certainly understand the customer’s frustration and acknowledge
the reasons why the customer feels they are owed something additional after the
completion of their delivery. At this time the customer’s account reflects that
the new merchandise has been successfully delivered as of 9.22.2015.
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.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount.
Should the customer wish not to provide us with another opportunity to deliver
merchandise we can understand the reasons why in this scenario and have several
cash and carry items that can be taken from our Showrooms or pit locations as
our free gift of apology.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed two (2) options
below for the customer to choose from for compensation. Please have the
customer select (1) one option and respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
We look forward to hearing back from our customer and we apologize again for
the concerns our failures caused to her family. Kindest Regards, Stephanie A. G[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,
Please pass on our sincerest
apologies for the disappointment our customer is experiencing with their
merchandise and the protection plan they purchased at the time of sale.
Our records indicate that this
merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof
Proof Plus’ plan (as indicated on our website) until 4/01/2013. This
customer purchased ‘Goof Proof’ on their sale which is coverage provided thru
the Guardian company only for a variety of in home accidental damages.
The merchandise was delivered on 01/23/2013 and guaranteed against factory
defects thru Bobs for a period of one year. That year guarantee expired on
1/23/2014 (over a year ago-leaving the customer with active protection thru
Guardian only) and we received no reports of concern from this consumer within
our direct guarantee period.
We are very sorry if the customer
found our technician process to be unsatisfactory and also for the report of
rudeness from our Customer Care Agent; our technician was sent out to the home at
no charge as a courtesy to aide our customer to the best of our ability. We
find it unnecessary for any technician to remain in a home when we can
communicate more thoroughly with our customers one on one and the technician
has other services to get to. I have included photos of the damages present
(provided by our technician) and it is clear as to why these damages cannot be
repaired. There are multiple damages that have occurred off of the seams
themselves over a period of time within the customer’s possession.
In regards to the ottoman, it is
not common that a 100% POLYESTER material make up just begins to discolor on
its own. Yes, this could be the result of normal wear and tear combined with
environment however not commonly the result of factory defects. Our technician
did not deem this to be a defect in the factory’s workmanship nor does the
customer maintain the “Goof Proof Plus” plan that they are referring to
seeing on our website. Unless they have an accidental occurrence to report that
coincides with this discoloration (to Guardian) there are no active resources
available for full coverage on this ottoman.
As a one time extreme courtesy and because Bobs Discount
Furniture truly does care about our customers we can make a one time courtesy
offer for resolution. Should the customer wish to accept this courtesy offer
they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –
Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing
needed:
Courtesy Offer for Resolution:
If the customer would like to reselect to a different set we will
provide a credit (store credit) of 70%. This 70% will be based off of the
original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. 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 and
Ottoman the customer has in the home before or on the same day the newly
selected items are delivered. We can cover the cost of removing and disposing
of these items as an additional courtesy as we continue to stand behind the
integrity of our technician’s report.
I have a power lift chair from Bob's. I purchased the original chair in 2015, and had to exchange it in March 2016 due to warranty issues. When I went to the store to exchange it I did a reselect, and chose a different chair. The chair I chose was supposedly higher quality, I spent about $400 more on it than the original chair, hoping it wouldn't break. Less than TWO MONTHS after I received it the motor blew and it no longer functions. I contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistance. THey were great about sending someone out the same day. He came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within 3 days I should be able to get a new chair. Well, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-14 days) or choose a new chair and have NO WARRANTY on it. Well, obviously I'm not going to take an item with no warranty, since I've had to use it twice now. The conversation was on April 21st. It is now May 4th. I called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install it. This is now going to be a month without my medically necessary item, and I am beyond appalled. I have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money.
Desired Outcome:
At this point I want a new chair immediately. I feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safe. I absolutely will not wait an additional two weeks for a functioning chair.
Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floor.. I can't explain anything else because there is nothing else to say. Thank you.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer
for the disappointments they have experienced from us. I certainly don’t blame our
customer for being upset with us and assure our customer that we stand behind
the value of our merchandise and never intended to let them down. In reviewing
the customer’s account I find no open or pending concerns as our records
indicate we have processed a return of all associated funds to the customer’s
financing account. Bobs Discount Furniture does not directly report to any
credit bureau for any customer and regretfully we have no governing power over
the actions of [redacted].
We apologize to our customer again for any and all
mistakes that have caused them inconvenience and convey that our greatest defeat
is and will remain loosing their trust in our business.
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.
Complaint: [redacted]
I am rejecting this response because:[redacted] either has been misinformed or twisting the facts.
Who brought up the legs being short or long!!!! what does that have to do with my injury.
The technician used my cellular to report the situation and said that the legs were SHARP.
Secondly I did not say there is a defect in the recliners or that they were difficult to recline?????? I never mentioned that.
My concern was that they were too heavy to move for someone my age and the same goes for the marble tables.The tech man agreed with me and I am willing to face him with these facts.
He tried to move the marble table and he said "that is heavy".Same went with the recliners
To have an idea about the customer care have them look at the reviews written in [redacted] and similar sites.
Would I buy from them again??NEVER.
My offer is take back all your stuff and deduct whatever the Revdex.com people determine is fair and refund the balance.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
10pt;">This is certainly not how we expect our salespeople to
act. This is not representative of the
Bob’s culture. We will absolutely offer to compensate this customer.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
At this time we would like to offer a $75 ECard to this
customer. We hope that the customer can accept this offer as a token of our
apology. If the customer would like to
accept, please reply to the Revdex.com that this is accepted and we will process the
paperwork to the Gift Card Department.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
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. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not our normal
procedure to so we do recognize that we have failed our customer and we are
willing to make an exception in this case to work above our normal compensation
guidelines and policies. We do not offer apology monetary amounts based off of
any individual’s time or lost wages, as this would not be a fair and even
practice for all customers.
We can offer to provide the
customer with a monetary refund based on the amount paid to us for a delivery
fee on this sales order ($129.99). Should the customer wish to accept this
offer, please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will have our retail location reach out to them to
complete any further processing needed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).
Sincerely,
[redacted]
Complaint: [redacted] I called my credit card todayand bobs has not refunded my card of the$997.98 I returned the merchandise on monday and [redacted] promised me a full refund after the chairs were returned,still waiting.
Sincerely,.
[redacted]
Good Morning [redacted]
size="3" face="Times New Roman">
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
[redacted]
Good Morning Revdex.com,
face="Calibri" size="3">I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]