Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed.
Good Afternoon Revdex.com-
We are very sorry that this piece did not live up to the customer’s
expectations. The customer was given the
reselection they were seeking and is set up for the new merchandise to be
exchanged with the pushback chaise. We
hope the new merchandise will be a better fit for the customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am so sorry that you are finding a struggle while using the Goof
Proof Protection Plan you purchased through Bobs Discount Furniture. I can
understand your frustrations and I apologize further that I am unable to locate
any information within your record regarding the alleged agreement you made
with a Manager in our [redacted], ** location. I assure you that we would genuinely
like to aide in helping you get your claim resolved by using the Goof Proof
Plan you purchased.
I have spoken with the folks over at [redacted] and their records
indicate that in July of 2013 you were asked to send them photos of the
accidental damages that occurred to your product. At this time you told them “It
is physically impossible for me to send pictures to you”. You also indicated
that you would be visiting our Bobs store to try and schedule someone out to
take photos for you. Regretfully, taking photos of our customer’s furniture for
the purpose of a Goof Proof claim is not a service we currently offer but your
claim is still open with the [redacted] company as of today (2.27.2014). I
encourage you to please send these pictures to them so they can determine what,
if any, recourse they will be able to offer you for the original claim you
opened. As you have an open claim with this third party company we are unable
to offer you a refund on this plan, it is currently being used for the claim
number you were provided (I have listed below). It is also far beyond our
normal processes to refund our customers by monetary means after they have
taken delivery of their merchandise. I apologize if there was a
misunderstanding while you were visiting our [redacted] Bobs showroom a few months
ago.
Your claim number: [redacted]
Email address to send pictures to: [redacted]
Please send these pictures as soon as possible as your (5 year) plan
expiration date is 4.14.2014 and [redacted] is eager to help you further.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
Sincerely,[redacted]
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Good Morning Revdex.com-
New Roman" size="3">
We absolutely agree that this issue
has not been handled correctly. This customer
reported the issue while in warranty. If
there had not been bad weather, the tech would have gone to the home within
warranty. We still would have offered
parts, as that is what our service policy dictates, but, the part order would
be due now. Because there have been
several mistakes and miscommunications on this customer’s account we will make
an offer of resolution. We will not be
able to extend an offer of refund.
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). This paperwork is already in the system, the
customer can visit any store and reselect to another piece. When this customer goes to the store, the customer
should tell the store that they are there for a reselection. The store will use the credit to pay for the
new merchandise and schedule the delivery and the pickup at the same time.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. We will waive
a new delivery fee as well. The delivery
and the removal of this Maggie will take place on the same day so the customer will
not be without a sofa at any time.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”. The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages present. The coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed above. Please note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone.
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alike. Should the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands.
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed.
Complaint: [redacted]
I am rejecting this response because: the photo the technician submitted does not show the facts.. I do have a [redacted] Box Spring with its original plastic the technician was in a hurry
when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am.
Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture. The picture the technician summited shows my box spring plastic
cover hanging from the bottom in between the wood frame. Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also
show when I pull the plastic up from its hanging point. ((( -- see attachment photos with details.--)) 10 total photos.
Please keep me posted on this matter
thank you.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
10pt;">We are very sorry for the inconvenience that this
customer has endured. I understand that they
were probably very excited to get such a great deal, a huge discount on the
piece. Then they got to the store and
you were told it was gone. That was a
very unfortunate and unfair position we put them in.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. We
have made several very fair offers to this customer, all of which have
initially been refused. We will stand
behind the customer’s choice of the offers that were made to them by our lead
Rowan. They can accept the $75 gift
card, as they have already been refunded for the sale that was canceled. If they do not wish to accept this offer,
they can reach back out to Rowan to discuss the other options that were
presented to them. We will not be able
to offer a comparable chair. That was a
special deal on a floor model. It is no
longer available.
We are again very sorry; we have no other recourse to
offer this customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am very
sorry that our customer is disappointed with their product. While I remain
sorry I am not able to see how we mislead our customer within our advertising
campaign for this product. The fact remains that the customer does not have any
active guarantee thru Bobs for this purchase (as advertised).
Bob’s prides itself on providing quality service and the best
value product for the price. In order to remain fair for all customers alike we
must uphold the integrity of our Bob’s Guarantee and all of our policies and
procedures.
In reference to the absence of honorable customer care our
customer cites their concern has received while communicating with us (there is
no excuse for a lack of empathy or any
lack of follow up) we can offer the customer a token of our apologies in the
form of a Bobs Discount Furniture Gift Card for $25.00.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This has been one of the most horrible experiences I have ever had with a store. I ordered a bedroom set that was in stock I was then told it was out of stock I have now been waiting a month for 3 pieces.
I ordered a desk along with a bedroom set I am not on my 3rd desk because of damages. The latest call was that the new desk that was coming TODAY was damaged AGAIN and they would not know when another would come..... There is always an issue.
The store reps are so so so nasty. They are to busy to answer questions and get nasty when you ask questions. I was put on hold for 32 minutes. The lady came back on laughing.
Stay Far far far away. The quality shows in their pricing. You are better off at [redacted] trust me.. Stay away.. This is my first of many reviews and complaints.
Complaint: [redacted]
I am rejecting this response because:Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.
Please contact whomever is responsible and tell them to provide the neccessary documents and pictures. I bought the furniture from bob's so it is bob's responsibliy to take action.
Sincerely,
[redacted]
Revdex.com-
We certainly apologize to this customer for how long this has
taken to correct and that they were forced to make so many calls. Looking into the account I do see that this
has already been set up to exchange on 3/19/16.
If the customer has any other questions or concerns please let us know.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: 1[redacted]
I am rejecting this response because: The [redacted] Chest was not removed for $249.99, the [redacted] full standard bed protector FOR $49.00 was not removed. The [redacted] Plus Kit was not removed for $129.99. Also it was 3 billing cycles for [redacted] and I spoke to a representative from that company who said there was nothing else credited to my account.
I also will not not the full amount that was credited until I received my bill from [redacted]. That payment isn't due until February 4 because I filled a dispute with [redacted] and I didn't have to pay a payment in January.
By my calculation my bill should have been $1138.00 plus $68.28 tax for total of $1206.28. I paid $130 on 10/28 and $90.00 on 11/28 for total of $986.28. I will not know if that is correct until I receive my next bill.
If that did not credit me for the above items then it won't be correct once again. Also I was to receive a call from Bob's concerning this issue. I spoke to them on 12/21/16 and have received nothing. I would like to speak to them, to go over the bill, making sure there is nothing else they forgot to credit my account.
My bills from [redacted] say that $715, $319.93 and $80.25 were credited but it will not say for what furniture.
Complaint: [redacted]
I am rejecting this response because:
First of all we noticed the marks right from the begging, It was in the first 30 days and this is when we called the first time. And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my household. I live at [redacted]. I have no scheduled service on 2.15.2014. Although we have purchased most of our furniture in our 4600 sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our home. This table has an abnormal porous nature and is overly tinted with black polish from the factory. A kitchen table is made to put and repel liquids on with the comfort it will not stain. I have seen paper that stained less. I am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any meal. This was extremely noticeable after we had company sitting around our new table. When we called, both your service department and the goof proof people , we were told that 1 glass mark was 1 incident. If we had 2 glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidents. I work in customer service and this I am sure not a good customer service twist of fine print. Marble is a quality stone. It is not a bunch of polished rocks, that discolor and leaves marks. I noticed this particular marble table -in black is no longer sold in your store. I would assume that you realized it was a liability to you quality reputation. I have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furniture. All we asked for at the time we called was to have someone take a look at the table and fix or replace it when we called. I did not think it was unreasonable. We have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stained. The table always comes up in discussion and the story of Bob's Multiple incident goof proof policy.
Sincerely,
[redacted]
size="3">
I have thoroughly reviewed the account. I find most of what the customer has listed
is correct. I am sorry that this
customer feels that their issues have not been adequately addressed.
We have offered the reselection on the sofa at 100% because it is
still under warranty. The loveseat has
no manufacturing defects. We are under
no obligation as a business to offer any credit on this piece. The $699 credit that was offered this
customer was done so as an extreme courtesy.
If the customer does not wish to part with this piece because of the 30%
usage fee, we can remove it from the credit so that they will not be losing
money on that piece and they can reselect on the sofa only. As Bob’s does not make furniture we do not
have any control over this manufacturer’s decision to no longer make this set,
because it is no longer made we do not have the option of just replacing the
sofa as this customer had requested. If
the piece was still in production, that would have been our first offer.
The part delay on the chairs is also an issue where we are at the
mercy of our manufacturer’s. The part
order was placed on November 21, 2015.
This vendor normally ships parts within thirty days. There are no notes from the parts department
as to the cause of the delay. Often it
is an issue with container ships coming through customs. This customer should not have had to wait so
long for this to be rectified.
I will offer this customer compensation as a $75 ECard for the
delay in the part order. I have also
amended the two reselection credits to include free delivery a $229.99 value. We would not be able to offer any additional
compensation.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had...
with the dresser thatyou purchased. If the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you. In addition I am willing to return theoriginal delivery fee of 229.99 so essentially this would be a refund toyour [redacted] account of 493.99. If you have already paid off [redacted] then they would cut you a check in that amount. If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw. I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution. Please let me know your thoughts on what we have proposed andalso let me know if you have questions. Best Regards,
[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[redacted]
[redacted]
We are sincerely sorry that this bed was not delivered in working
order. We appreciate that you were willing
to give us the opportunity to complete the part installation. We are sorry that this did not correct the
issue. We are willing to grant your
request for a refund on the Studio bed. Please ensure you have your original method of
payment [redacted] card available before you reach out to the store to
schedule. If this credit card
information is not entered prior to pickup, it will cause a delay in refund
processing.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]9 and schedule the pickup. Once the pick up is completed and the credit
card number is entered into the transactions the refund(s) should process back
to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed.
Good Afternoon Revdex.com-
We are very sorry that this piece did not live up to the customer’s
expectations. The customer was given the
reselection they were seeking and is set up for the new merchandise to be
exchanged with the pushback chaise. We
hope the new merchandise will be a better fit for the customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning [redacted],
I am so sorry that you are finding a struggle while using the Goof
Proof Protection Plan you purchased through Bobs Discount Furniture. I can
understand your frustrations and I apologize further that I am unable to locate
any information within your record regarding the alleged agreement you made
with a Manager in our [redacted], ** location. I assure you that we would genuinely
like to aide in helping you get your claim resolved by using the Goof Proof
Plan you purchased.
I have spoken with the folks over at [redacted] and their records
indicate that in July of 2013 you were asked to send them photos of the
accidental damages that occurred to your product. At this time you told them “It
is physically impossible for me to send pictures to you”. You also indicated
that you would be visiting our Bobs store to try and schedule someone out to
take photos for you. Regretfully, taking photos of our customer’s furniture for
the purpose of a Goof Proof claim is not a service we currently offer but your
claim is still open with the [redacted] company as of today (2.27.2014). I
encourage you to please send these pictures to them so they can determine what,
if any, recourse they will be able to offer you for the original claim you
opened. As you have an open claim with this third party company we are unable
to offer you a refund on this plan, it is currently being used for the claim
number you were provided (I have listed below). It is also far beyond our
normal processes to refund our customers by monetary means after they have
taken delivery of their merchandise. I apologize if there was a
misunderstanding while you were visiting our [redacted] Bobs showroom a few months
ago.
Your claim number: [redacted]
Email address to send pictures to: [redacted]
Please send these pictures as soon as possible as your (5 year) plan
expiration date is 4.14.2014 and [redacted] is eager to help you further.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
e again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount C
Sincerely,[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
New Roman" size="3">
We absolutely agree that this issue
has not been handled correctly. This customer
reported the issue while in warranty. If
there had not been bad weather, the tech would have gone to the home within
warranty. We still would have offered
parts, as that is what our service policy dictates, but, the part order would
be due now. Because there have been
several mistakes and miscommunications on this customer’s account we will make
an offer of resolution. We will not be
able to extend an offer of refund.
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). This paperwork is already in the system, the
customer can visit any store and reselect to another piece. When this customer goes to the store, the customer
should tell the store that they are there for a reselection. The store will use the credit to pay for the
new merchandise and schedule the delivery and the pickup at the same time.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. We will waive
a new delivery fee as well. The delivery
and the removal of this Maggie will take place on the same day so the customer will
not be without a sofa at any time.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”. The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages present. The coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed above. Please note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone.
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alike. Should the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands.
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed.
Complaint: [redacted]
I am rejecting this response because: the photo the technician submitted does not show the facts.. I do have a [redacted] Box Spring with its original plastic the technician was in a hurry
when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am.
Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture. The picture the technician summited shows my box spring plastic
cover hanging from the bottom in between the wood frame. Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also
show when I pull the plastic up from its hanging point. ((( -- see attachment photos with details.--)) 10 total photos.
Please keep me posted on this matter
thank you.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
10pt;">We are very sorry for the inconvenience that this
customer has endured. I understand that they
were probably very excited to get such a great deal, a huge discount on the
piece. Then they got to the store and
you were told it was gone. That was a
very unfortunate and unfair position we put them in.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. We
have made several very fair offers to this customer, all of which have
initially been refused. We will stand
behind the customer’s choice of the offers that were made to them by our lead
Rowan. They can accept the $75 gift
card, as they have already been refunded for the sale that was canceled. If they do not wish to accept this offer,
they can reach back out to Rowan to discuss the other options that were
presented to them. We will not be able
to offer a comparable chair. That was a
special deal on a floor model. It is no
longer available.
We are again very sorry; we have no other recourse to
offer this customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,...
I am very
sorry that our customer is disappointed with their product. While I remain
sorry I am not able to see how we mislead our customer within our advertising
campaign for this product. The fact remains that the customer does not have any
active guarantee thru Bobs for this purchase (as advertised).
Bob’s prides itself on providing quality service and the best
value product for the price. In order to remain fair for all customers alike we
must uphold the integrity of our Bob’s Guarantee and all of our policies and
procedures.
In reference to the absence of honorable customer care our
customer cites their concern has received while communicating with us (there is
no excuse for a lack of empathy or any
lack of follow up) we can offer the customer a token of our apologies in the
form of a Bobs Discount Furniture Gift Card for $25.00.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This has been one of the most horrible experiences I have ever had with a store. I ordered a bedroom set that was in stock I was then told it was out of stock I have now been waiting a month for 3 pieces.
I ordered a desk along with a bedroom set I am not on my 3rd desk because of damages. The latest call was that the new desk that was coming TODAY was damaged AGAIN and they would not know when another would come..... There is always an issue.
The store reps are so so so nasty. They are to busy to answer questions and get nasty when you ask questions. I was put on hold for 32 minutes. The lady came back on laughing.
Stay Far far far away. The quality shows in their pricing. You are better off at [redacted] trust me.. Stay away.. This is my first of many reviews and complaints.
Complaint: [redacted]
I am rejecting this response because:Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.
Please contact whomever is responsible and tell them to provide the neccessary documents and pictures. I bought the furniture from bob's so it is bob's responsibliy to take action.
Sincerely,
[redacted]
Good
Afternoon...
Revdex.com-
We certainly apologize to this customer for how long this has
taken to correct and that they were forced to make so many calls. Looking into the account I do see that this
has already been set up to exchange on 3/19/16.
If the customer has any other questions or concerns please let us know.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: 1[redacted]
I am rejecting this response because: The [redacted] Chest was not removed for $249.99, the [redacted] full standard bed protector FOR $49.00 was not removed. The [redacted] Plus Kit was not removed for $129.99. Also it was 3 billing cycles for [redacted] and I spoke to a representative from that company who said there was nothing else credited to my account.
I also will not not the full amount that was credited until I received my bill from [redacted]. That payment isn't due until February 4 because I filled a dispute with [redacted] and I didn't have to pay a payment in January.
By my calculation my bill should have been $1138.00 plus $68.28 tax for total of $1206.28. I paid $130 on 10/28 and $90.00 on 11/28 for total of $986.28. I will not know if that is correct until I receive my next bill.
If that did not credit me for the above items then it won't be correct once again. Also I was to receive a call from Bob's concerning this issue. I spoke to them on 12/21/16 and have received nothing. I would like to speak to them, to go over the bill, making sure there is nothing else they forgot to credit my account.
My bills from [redacted] say that $715, $319.93 and $80.25 were credited but it will not say for what furniture.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all we noticed the marks right from the begging, It was in the first 30 days and this is when we called the first time. And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my household. I live at [redacted]. I have no scheduled service on 2.15.2014. Although we have purchased most of our furniture in our 4600 sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our home. This table has an abnormal porous nature and is overly tinted with black polish from the factory. A kitchen table is made to put and repel liquids on with the comfort it will not stain. I have seen paper that stained less. I am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any meal. This was extremely noticeable after we had company sitting around our new table. When we called, both your service department and the goof proof people , we were told that 1 glass mark was 1 incident. If we had 2 glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidents. I work in customer service and this I am sure not a good customer service twist of fine print. Marble is a quality stone. It is not a bunch of polished rocks, that discolor and leaves marks. I noticed this particular marble table -in black is no longer sold in your store. I would assume that you realized it was a liability to you quality reputation. I have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furniture. All we asked for at the time we called was to have someone take a look at the table and fix or replace it when we called. I did not think it was unreasonable. We have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stained. The table always comes up in discussion and the story of Bob's Multiple incident goof proof policy.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
I have thoroughly reviewed the account. I find most of what the customer has listed
is correct. I am sorry that this
customer feels that their issues have not been adequately addressed.
We have offered the reselection on the sofa at 100% because it is
still under warranty. The loveseat has
no manufacturing defects. We are under
no obligation as a business to offer any credit on this piece. The $699 credit that was offered this
customer was done so as an extreme courtesy.
If the customer does not wish to part with this piece because of the 30%
usage fee, we can remove it from the credit so that they will not be losing
money on that piece and they can reselect on the sofa only. As Bob’s does not make furniture we do not
have any control over this manufacturer’s decision to no longer make this set,
because it is no longer made we do not have the option of just replacing the
sofa as this customer had requested. If
the piece was still in production, that would have been our first offer.
The part delay on the chairs is also an issue where we are at the
mercy of our manufacturer’s. The part
order was placed on November 21, 2015.
This vendor normally ships parts within thirty days. There are no notes from the parts department
as to the cause of the delay. Often it
is an issue with container ships coming through customs. This customer should not have had to wait so
long for this to be rectified.
I will offer this customer compensation as a $75 ECard for the
delay in the part order. I have also
amended the two reselection credits to include free delivery a $229.99 value. We would not be able to offer any additional
compensation.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
Please see information below - believe phone number will be information needed to look up
The order was placed on my roommates card Jeff Coluccio.
Address was:
[redacted]
[redacted]
[redacted]
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had...
with the dresser thatyou purchased. If the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you. In addition I am willing to return theoriginal delivery fee of 229.99 so essentially this would be a refund toyour [redacted] account of 493.99. If you have already paid off [redacted] then they would cut you a check in that amount. If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw. I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution. Please let me know your thoughts on what we have proposed andalso let me know if you have questions. Best Regards,
[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[redacted]
Good Morning...
[redacted]
We are sincerely sorry that this bed was not delivered in working
order. We appreciate that you were willing
to give us the opportunity to complete the part installation. We are sorry that this did not correct the
issue. We are willing to grant your
request for a refund on the Studio bed. Please ensure you have your original method of
payment [redacted] card available before you reach out to the store to
schedule. If this credit card
information is not entered prior to pickup, it will cause a delay in refund
processing.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]9 and schedule the pickup. Once the pick up is completed and the credit
card number is entered into the transactions the refund(s) should process back
to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture