I purchased a couch and love seat from them and on day when it got delivered I have had nothing but problems with themMy brand new couch that was delivered was obviously a returned model because the whole inside of one of the chairs on my loveseat chair looked as if somebody had taken a knife to itIt was all sliced up and I had to call them as soon as they left to tell them of the problemThing is the delivery people brought both pieces in and took off all the plastic and assembled it well don't ya know the only plastic they left on was that cushion and I took it off after they shut the door and noticed and ran out to mention it to them and they drove offI called and put in an "order" with them but basically I had to try to prove that it wasn't me who did itI called back about a year later (having a five year warranty) to try to put in another "order" with them for repairs and I was denied for reasons not being "covered" in the warranty and was referred to go back and look through the warranty which they never gave meThe only thing I received was a receipt and a pamphlet that held itOh along with some cheap furniture cleaner that we threw awayWhen I told the lady on the phone we never got that warranty pamphlet she assured me we didI just wonder how many other people are going through the same thing and told that they received it when they didn'tAnd then once they deny your "order" or claim you can't reclaim it
Good Afternoon Revdex.com-
We are very sorry for any confusion
or
miscommunication. We were able to make
the delivery on and have received no concerns regarding the delivered
merchandise.
For the inconvenience of the delay in the merchandise and
the multiple delivery dates we would like to offer this customer a $
Ecard. If the customer would like to
accept this offer, please respond through the Revdex.com mediation site that this is accepted
and we will process the paperwork. The customer
will receive the ECard to the email address on this complaint in 3-business
days after accepting the offer
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Me and the wife bought a couch in Octoberour sales lady who was great,told us that there was a great warranty for dollars that would cover anything no questions askThey would come to the house and replace what ever had happen with extended warranty two months later our dog peed on one of the cushions some my wife washed and dryed the coverAnd it shrunk long story short they said it wasnt covered and bobs in Latham ny was no help either wouldn't recommend there's a lot better customer service from elsewhere
size="3">
Good Afternoon Revdex.com and ***,
I am very sorry to hear you
have located pests near the product that was delivered to you on 3/30/16. In an effort to ease your mind and alleviate
any future issues and due to the fact the merchandise was removed from the home
on that day we can certainly offer to refund you for the purchase. I have made special arrangements with the
store manager to offer you a cash refund for the cash portion of the sale. We would need to ensure that you go to the
store later in the day, as we do not want to inconvenience you further by not
having the cash on hand Most of our
business is credit, so we do not have very much cash early on any given
day. You can certainly call the store
before making to trip just to ensure they have enough. The portion of the sale that was on the
credit card would be refunded back to the same card, please have the card
available to process
If you decide to proceed with
the scheduled delivery for 4/4/we would not be able to offer the discount
you are requesting. As Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
we do not sell products infected by pests The photo that you submitted is a full grown
well fed bug; it could not have been living in the new furniture.
The bedding that you purchased
was a new product that was wrapped from the manufacturerI can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishingsThese pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control
Kindest Regards,
Tracy S
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Mrs***,Thank you for choosing Bob's Discount FurnitureI apologize you are dissatisfied with your recent purchaseThe bed you purchased was sold from our Pit, where items are sold as is and can not be returned or exchangedThe merchandise in the Pit may
either be slightly damaged, discontinued, one of a kind's or canceled special orders; none that present a safety issue. Some beds may have a gap of up to a couple inches to allow for bedding accessories and/or specific types of mattresses.If possible, please provide the dimensions of the assembled bed , so that we may confirm that you have the correct size and a picture of the bed would be helpful so that we may view gap.Thanks,*** **
Complaint: ***
I am rejecting this response because:
I never agreed to the $gift cardI am not accepting the $gift card after I made it very clear via email and over the phone that I wanted a partial refund, NOT A GIFT CARDIt's ridiculous that you offer a $gift card instead of a partial refundIt's a ploy to get the customer to come back to the store, spend more than $and then be fooled again by receiving low-quality merchandiseIt is also ridiculous that you do not accept responsibility for a mistake that was made on your end, not the customer'sEvery other store that I've ever had a similar issue with had no problem with issuing a partial refund in a timely mannerEveryone else has gone above and beyondWhat is even more ridiculous is your claim that do not offer refunds on any pieces that have been picked up by a customer and assembledI opted to pick the furniture and assemble it myself after the horror stories that I've read and heard about about the delivery and assembly serviceI would have run into the same issues if I paid to have it delivered and assembled because it would have been the same furniture with the wrong partsAnd you want to penalize me from trying to avoid those issues and the extra cost?
The issue with the two damaged chairs has still not been addressed, which is why I wanted to return the entire set to the store for a FULL REFUND if a PARTIAL REFUND (NOT A GIFT CARD) wasn't issuedThe partial refund is for the fact that I was sold defective furniture as well as the time, gas, and frustration that I have to go back to the store again to try to get this issue resolvedIt's also advertising that you're no gimmicks because this is a rather large gimmick if you ask meI expect a timely resolution to this matter
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry for the inconvenience
of the multiple delivery attempts, the miscommunication and poor service that
this customer has received. We have reached
out to them directly in an effort to make this right as quickly as
possible. Thank you to this customer and
the Revdex.com mediation service for bringing this to our attention.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the customer
has had possession since
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
controlThese parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay
As of this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customerOur
records indicated that customer paid $out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $This resolution has been available to the customer since
and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them
Please advise the customer to contact us directly at
*** (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept
Good Afternoon Revdex.com,
"">
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
face="Times New Roman" size="3">
Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s. Because this customer chose to
pick up the merchandise from our distribution center instead of having our
professional delivery teams assemble, we would have to send a technician to the
home to ensure the pieces were properly assembled
I have attached a copy of the *** *** insurance that the customer makes reference to. This policy covers the customer for five
years from accidental damages to be reported to *** and five years for
manufacturing defects to be reported to Bob’s.
Submitting a claim to either company requires due process. There is nothing in this insurance policy
that allows for a customer to have a return or reselection without it falling
into either a qualifying accident or a verified manufacturing defect. We certainly apologize if there was any
misunderstanding
The customer is set up for a
mattress reselection, at 100% of what they paid originally. This customer is also set up for a technician
to visit the home on 4/2/to make a determination if the issue with the sofa is assembly, a
manufacturing defect or up to standards.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via phone today and apologized for our failures while creating and
updating his accountI completely understand ***’s frustrations with us and
I have confirmed that we will be sending his check via *** this week
(7.30.2014) to the correct name/addressI have provided *** with my direct
phone number so that he can contact me when he receives the check later this
week
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize for your disappoint in the valuable protection
plan we offer our customers and I further apologize for the abrasive experience
you allege to have endured from our service professionalI assure you that we
stand behind the value in all the products we sell and strive to meet our customer’s
needs with empathy and kindness each day
Our records reflect
that your six (6) side chairs were delivered on and your first report
of concern came to us on As you have indicated the ‘*** ***’
program is designed to protect your furniture against damage from accident I do apologize however the manner that you are
reporting the damage in this complaint alone leads one to believe that your
concerns are the result of wear and regretfully wear is not
offered as a coverable incident under this protection plan
*** *** *** Incis a national company that
is partnered with various furniture retailers and in order for the plan to
remain fair for all consumers alike there must be exceptions to the coverage
the plan is able to offerThe time of sale is a very exciting time and we do
expect our sales professionals to provide our customers with a general overview
of the plan during this exciting time when we know that many important details
are not always heard by our customersWe do provide an informational flyer
along with your sales invoice that denotes exactly what the plan covers and an
overview of that flyer refers consumers to follow up with their specific plan
documents because there are exclusions to coverage
Again I apologize for the nature in which you cite our technician
addressed you and your pet while inside your residence, we do not find this
type of behavior acceptable and will certainly follow up on the clear coaching
concerns we haveOur technician did report locating at least one scratch
(about an inch in length) on all six (6) of your chairs and it is my belief
that this is what he may have been trying to help you get covered through the ‘*** *** Plan’The Bobs Discount Furniture Factory Guarantee expired on your
merchandise and Bobs is unable to take responsibility for concerns that occur
outside of that warranty periodOur service technician was sent to your home
at no cost to you has courtesy to see if we could help make any repairs to your
chairs on a best effort basis because we care for our customers very muchUnfortunately
when a technician locates damages caused by the customer or the environment they
become worried about making any repair at no cost for liability reasons
I can offer to review photos of the six (6) chairs and the
current concerns you have with them, you may send these photos to me through
this Revdex.com channel and I will review the concerns and the overall condition of
your chairs with our Service ManagerI will be happy to complete more research
on your behalf to see what, if any, resolution we can offer after receiving photos
of your merchandisePlease include at least one photo of each chair in its entireness
If the “looseness” is something that is hard to show via photos that is
understandable however I still ask for pictures of each chair to determine if I
can offer to cover the cost of a different ‘best effort’ service technician
coming to your residence
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies to our customer for the disappointment and inconvenience the
furniture and multiple delivery occurrences have caused them to experience
The bedroom furniture from the ‘*** ***’ (which is the only
furniture from this purchase that we have disappointed our customer with) was
purchased for a total of $2,As of right now we have agreed to give the
customer a merchandise credit for reselection of $2,Based on what the
customer has dealt with from us we have also agreed to cover any delivery fee
associated with their reselected sale
We have now upgraded the credit to the price originally paid to us
($2,199.00) and I apologize again to our customer that this minimal difference
in price seemed so unreasonable to our agents initially working with him
With that being done, the customer is welcome to visit our
showroom to make their reselection at any point in time prior to If
the customer selects more merchandise than their credit allows it is realistic
to acknowledge that yes, as a business we would expect the customer to pay the
additional monies associated with the additional upcharge in merchandiseAs a
retailer we can provide the customer with store credit based on the price paid
to us and cover the delivery fee however we are unable to provide credit
coverage on funds that weren’t originally paid to us from the original bedroom
furniture
Should the customer wish to discuss any alternate options further
please ask that they submit the photos they have referenced to the Revdex.com and I will
review these photos to determine if our business can make any other offers
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I do hope the customer can accept
our deepest apologies for the inconvenience the unexpected delay causes in this
caseOur records do show that our customer accepted a $Bobs Discount
Furniture Gift Card from us as our apology for the lack of follow up on the
delay and that request was fully processed today -We assure our
customer that it was never our intention to keep them waiting for this part and
remain just as disappointed as they are that there is any additional delay
I have sent an additional message
to our Parts Department on our customer’s behalf; alerting this department (the parts department is in fact the only
internal group of Customer Care permitted to speak with manufacturers and most
are overseas shipping parts by container only which may cause a delay just by
being held up at sea or within United States Customs) to inquire with the
manufacturer if there is any way possible to get this shipment sooner than what
is currently anticipatedRegretfully most vendors will not agree to air mail
us parts and continue to ask us to wait for their container shipment to come
thru port
We will try our very best to get
this part sooner for the customer if possible and appreciate their acceptance
of our compensation offer as well as their extreme patience
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am sincerely sorry for the frustration and anger we caused
you to feel and I stress to you that here at Bobs Discount Furniture we
acknowledge that caring for our customers is the most important part of our
business
Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that an
even exchange for your chair is scheduled to take place on Thank you
for purchasing our Goof Proof Protection plan as it is a very valuable option;
we do understand your frustration with the plan based on the sales experience
you allege to have hadI thank you for bringing this to our attention so that
we can continually ensure our customer’s sales experiences are honest and translucent
Your account further indicates that we have canceled and refunded monies paid to
us from the plan in an effort to offer you complete satisfaction
I apologize again that you were met with any inconvenience
while seeking to resolve your concern and I assure you that Bobs Discount
Furniture truly appreciates you as our valued customer
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
worst customer servicewas told wrong information first time I called2nd time I called Ty the supervisor was supposed to follow through and call back in 24-hoursNever received a calldays later I call back, and you cannot ever talk to a supervisor or someone in chargeI was sent broken furniture and still have the issue unresolvedDo not waste your time or money on this companythey do not care about customers
Good
Afternoon James,
I am so sorry to learn of the disappointment
you are experiencing with your ‘***’ espresso full size bed purchased from
usOur records indicate that this bed was delivered to you on 01/26/and
your first inquiry of concern came to us on 10/23/The significance of these
dates indicates that your very first report of concern came to Bobs Discount
Furniture almost an entire year past the date your warranty through us expired
As noted on your sales invoice Bobs Discount Furniture provides a one year
factory guarantee on new productAny additional protection you may have
obtained during the time of sale in January of is not managed or honored
directly by Bobs Discount Furniture
Because we are a company that cares about our
customers we paid for the repair service that took place at your residence on
This initial repair was completed on a best effort basis only and
was not a part of any entitled guarantee period owed to you by our businessWe
stand behind the quality and integrity of all our service technicians and are confident
that both gentlemen did their very best to help you with furniture that was
already past its guarantee period
As an extreme one time courtesy we
will offer to provide you with a factory fresh model of this bed
(Headboard/Footboard/Rails & Slats)We will expect to remove the current
model you have in your possession on the same date we deliver and assemble the
factory fresh version
Please contact our Customer Care
Office to schedule a date when you will have ‘all day availability’ to accept
this one time courtesy even exchange
Customer Care is accessible at
###-###-####, Mon- Saturday 6:30a -8:00p
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This customer’s request for resolution has been honored, our
records reflect that his request was provided on the same date we received this
claim
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good morning ***,
Goof proof is separate plan upheld by *** furniture protection service not Bob's Discount Furniture***, the representative you spoke with does not work for Bob's Discount Furniture, although I do apologize for the service you described
recieving from her
Your claims were denied for several appropriate reasons, (1) moving damage, the plan does not cover furniture damaged during a move, (2) sagging seat cushions, especially years after delivery are considered wear and tear, (3) frame/mechanisim damage- is dependent upon circumstance, you must be specific as to when and how the damage occured
Although the one year manufacturer warranty has expired, you may call our customer care department at ###-###-####, and request a best effort service appointmentThe technican will assess the furniture and provide repair against any defect he may find. As for the goof proof plan, you may cancel it for a partial refund however, your merchandise will no longer have any coverage
I purchased a couch and love seat from them and on day when it got delivered I have had nothing but problems with themMy brand new couch that was delivered was obviously a returned model because the whole inside of one of the chairs on my loveseat chair looked as if somebody had taken a knife to itIt was all sliced up and I had to call them as soon as they left to tell them of the problemThing is the delivery people brought both pieces in and took off all the plastic and assembled it well don't ya know the only plastic they left on was that cushion and I took it off after they shut the door and noticed and ran out to mention it to them and they drove offI called and put in an "order" with them but basically I had to try to prove that it wasn't me who did itI called back about a year later (having a five year warranty) to try to put in another "order" with them for repairs and I was denied for reasons not being "covered" in the warranty and was referred to go back and look through the warranty which they never gave meThe only thing I received was a receipt and a pamphlet that held itOh along with some cheap furniture cleaner that we threw awayWhen I told the lady on the phone we never got that warranty pamphlet she assured me we didI just wonder how many other people are going through the same thing and told that they received it when they didn'tAnd then once they deny your "order" or claim you can't reclaim it
Good Afternoon Revdex.com-
We are very sorry for any confusion
or
miscommunication. We were able to make
the delivery on and have received no concerns regarding the delivered
merchandise.
For the inconvenience of the delay in the merchandise and
the multiple delivery dates we would like to offer this customer a $
Ecard. If the customer would like to
accept this offer, please respond through the Revdex.com mediation site that this is accepted
and we will process the paperwork. The customer
will receive the ECard to the email address on this complaint in 3-business
days after accepting the offer
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Me and the wife bought a couch in Octoberour sales lady who was great,told us that there was a great warranty for dollars that would cover anything no questions askThey would come to the house and replace what ever had happen with extended warranty two months later our dog peed on one of the cushions some my wife washed and dryed the coverAnd it shrunk long story short they said it wasnt covered and bobs in Latham ny was no help either wouldn't recommend there's a lot better customer service from elsewhere
size="3">
Good Afternoon Revdex.com and ***,
I am very sorry to hear you
have located pests near the product that was delivered to you on 3/30/16. In an effort to ease your mind and alleviate
any future issues and due to the fact the merchandise was removed from the home
on that day we can certainly offer to refund you for the purchase. I have made special arrangements with the
store manager to offer you a cash refund for the cash portion of the sale. We would need to ensure that you go to the
store later in the day, as we do not want to inconvenience you further by not
having the cash on hand Most of our
business is credit, so we do not have very much cash early on any given
day. You can certainly call the store
before making to trip just to ensure they have enough. The portion of the sale that was on the
credit card would be refunded back to the same card, please have the card
available to process
If you decide to proceed with
the scheduled delivery for 4/4/we would not be able to offer the discount
you are requesting. As Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
we do not sell products infected by pests The photo that you submitted is a full grown
well fed bug; it could not have been living in the new furniture.
The bedding that you purchased
was a new product that was wrapped from the manufacturerI can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishingsThese pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control
Kindest Regards,
Tracy S
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Mrs***,Thank you for choosing Bob's Discount FurnitureI apologize you are dissatisfied with your recent purchaseThe bed you purchased was sold from our Pit, where items are sold as is and can not be returned or exchangedThe merchandise in the Pit may
either be slightly damaged, discontinued, one of a kind's or canceled special orders; none that present a safety issue. Some beds may have a gap of up to a couple inches to allow for bedding accessories and/or specific types of mattresses.If possible, please provide the dimensions of the assembled bed , so that we may confirm that you have the correct size and a picture of the bed would be helpful so that we may view gap.Thanks,*** **
Complaint: ***
I am rejecting this response because:
I never agreed to the $gift cardI am not accepting the $gift card after I made it very clear via email and over the phone that I wanted a partial refund, NOT A GIFT CARDIt's ridiculous that you offer a $gift card instead of a partial refundIt's a ploy to get the customer to come back to the store, spend more than $and then be fooled again by receiving low-quality merchandiseIt is also ridiculous that you do not accept responsibility for a mistake that was made on your end, not the customer'sEvery other store that I've ever had a similar issue with had no problem with issuing a partial refund in a timely mannerEveryone else has gone above and beyondWhat is even more ridiculous is your claim that do not offer refunds on any pieces that have been picked up by a customer and assembledI opted to pick the furniture and assemble it myself after the horror stories that I've read and heard about about the delivery and assembly serviceI would have run into the same issues if I paid to have it delivered and assembled because it would have been the same furniture with the wrong partsAnd you want to penalize me from trying to avoid those issues and the extra cost?
The issue with the two damaged chairs has still not been addressed, which is why I wanted to return the entire set to the store for a FULL REFUND if a PARTIAL REFUND (NOT A GIFT CARD) wasn't issuedThe partial refund is for the fact that I was sold defective furniture as well as the time, gas, and frustration that I have to go back to the store again to try to get this issue resolvedIt's also advertising that you're no gimmicks because this is a rather large gimmick if you ask meI expect a timely resolution to this matter
Sincerely,
*** ***
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry for the inconvenience
of the multiple delivery attempts, the miscommunication and poor service that
this customer has received. We have reached
out to them directly in an effort to make this right as quickly as
possible. Thank you to this customer and
the Revdex.com mediation service for bringing this to our attention.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
face="Calibri">Our records indicate that this consumer has been in direct
contact with our Customer Care Offices after this complaint was sent to you
This item is completely outside of any factory defect
warranty through Bobs Discount Furniture based on the fact that the customer
has had possession since
We have offered a fair and adequate resolution for this
concern and apologize that the delay in parts shipment remains beyond our
controlThese parts must be procured thru an overseas vendor and we are just
as disappointed as the customer is in this shipping container’s unexpected
delay
As of this customer was granted the option of a 50%
refund based on the price paid for this order directly by the customerOur
records indicated that customer paid $out of pocket for this order so
the refund would be processed back to the original method of payment in the
amount of $This resolution has been available to the customer since
and to date (3.27.2015) our Customer Care Offices are still waiting
on a phone call from the customer directly to advise us if they would like this
refund processed to them
Please advise the customer to contact us directly at
*** (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the
already offered resolution should she wish to accept
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com,
"">
We have
reached out to this customer as of by phone and email
We certainly
want to help our customer move forward with this claim and in looking into *** records the customer has not disclosed what type of accidental occurrence
caused this rip
We have
asked the customer to provide us with photos and a report of incident so we can
properly continue our research into helping our customer resolve this claim
Thank You,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
face="Times New Roman" size="3">
Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s. Because this customer chose to
pick up the merchandise from our distribution center instead of having our
professional delivery teams assemble, we would have to send a technician to the
home to ensure the pieces were properly assembled
I have attached a copy of the *** *** insurance that the customer makes reference to. This policy covers the customer for five
years from accidental damages to be reported to *** and five years for
manufacturing defects to be reported to Bob’s.
Submitting a claim to either company requires due process. There is nothing in this insurance policy
that allows for a customer to have a return or reselection without it falling
into either a qualifying accident or a verified manufacturing defect. We certainly apologize if there was any
misunderstanding
The customer is set up for a
mattress reselection, at 100% of what they paid originally. This customer is also set up for a technician
to visit the home on 4/2/to make a determination if the issue with the sofa is assembly, a
manufacturing defect or up to standards.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via phone today and apologized for our failures while creating and
updating his accountI completely understand ***’s frustrations with us and
I have confirmed that we will be sending his check via *** this week
(7.30.2014) to the correct name/addressI have provided *** with my direct
phone number so that he can contact me when he receives the check later this
week
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize for your disappoint in the valuable protection
plan we offer our customers and I further apologize for the abrasive experience
you allege to have endured from our service professionalI assure you that we
stand behind the value in all the products we sell and strive to meet our customer’s
needs with empathy and kindness each day
Our records reflect
that your six (6) side chairs were delivered on and your first report
of concern came to us on As you have indicated the ‘*** ***’
program is designed to protect your furniture against damage from accident I do apologize however the manner that you are
reporting the damage in this complaint alone leads one to believe that your
concerns are the result of wear and regretfully wear is not
offered as a coverable incident under this protection plan
*** *** *** Incis a national company that
is partnered with various furniture retailers and in order for the plan to
remain fair for all consumers alike there must be exceptions to the coverage
the plan is able to offerThe time of sale is a very exciting time and we do
expect our sales professionals to provide our customers with a general overview
of the plan during this exciting time when we know that many important details
are not always heard by our customersWe do provide an informational flyer
along with your sales invoice that denotes exactly what the plan covers and an
overview of that flyer refers consumers to follow up with their specific plan
documents because there are exclusions to coverage
Again I apologize for the nature in which you cite our technician
addressed you and your pet while inside your residence, we do not find this
type of behavior acceptable and will certainly follow up on the clear coaching
concerns we haveOur technician did report locating at least one scratch
(about an inch in length) on all six (6) of your chairs and it is my belief
that this is what he may have been trying to help you get covered through the ‘*** *** Plan’The Bobs Discount Furniture Factory Guarantee expired on your
merchandise and Bobs is unable to take responsibility for concerns that occur
outside of that warranty periodOur service technician was sent to your home
at no cost to you has courtesy to see if we could help make any repairs to your
chairs on a best effort basis because we care for our customers very muchUnfortunately
when a technician locates damages caused by the customer or the environment they
become worried about making any repair at no cost for liability reasons
I can offer to review photos of the six (6) chairs and the
current concerns you have with them, you may send these photos to me through
this Revdex.com channel and I will review the concerns and the overall condition of
your chairs with our Service ManagerI will be happy to complete more research
on your behalf to see what, if any, resolution we can offer after receiving photos
of your merchandisePlease include at least one photo of each chair in its entireness
If the “looseness” is something that is hard to show via photos that is
understandable however I still ask for pictures of each chair to determine if I
can offer to cover the cost of a different ‘best effort’ service technician
coming to your residence
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies to our customer for the disappointment and inconvenience the
furniture and multiple delivery occurrences have caused them to experience
The bedroom furniture from the ‘*** ***’ (which is the only
furniture from this purchase that we have disappointed our customer with) was
purchased for a total of $2,As of right now we have agreed to give the
customer a merchandise credit for reselection of $2,Based on what the
customer has dealt with from us we have also agreed to cover any delivery fee
associated with their reselected sale
We have now upgraded the credit to the price originally paid to us
($2,199.00) and I apologize again to our customer that this minimal difference
in price seemed so unreasonable to our agents initially working with him
With that being done, the customer is welcome to visit our
showroom to make their reselection at any point in time prior to If
the customer selects more merchandise than their credit allows it is realistic
to acknowledge that yes, as a business we would expect the customer to pay the
additional monies associated with the additional upcharge in merchandiseAs a
retailer we can provide the customer with store credit based on the price paid
to us and cover the delivery fee however we are unable to provide credit
coverage on funds that weren’t originally paid to us from the original bedroom
furniture
Should the customer wish to discuss any alternate options further
please ask that they submit the photos they have referenced to the Revdex.com and I will
review these photos to determine if our business can make any other offers
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I do hope the customer can accept
our deepest apologies for the inconvenience the unexpected delay causes in this
caseOur records do show that our customer accepted a $Bobs Discount
Furniture Gift Card from us as our apology for the lack of follow up on the
delay and that request was fully processed today -We assure our
customer that it was never our intention to keep them waiting for this part and
remain just as disappointed as they are that there is any additional delay
I have sent an additional message
to our Parts Department on our customer’s behalf; alerting this department (the parts department is in fact the only
internal group of Customer Care permitted to speak with manufacturers and most
are overseas shipping parts by container only which may cause a delay just by
being held up at sea or within United States Customs) to inquire with the
manufacturer if there is any way possible to get this shipment sooner than what
is currently anticipatedRegretfully most vendors will not agree to air mail
us parts and continue to ask us to wait for their container shipment to come
thru port
We will try our very best to get
this part sooner for the customer if possible and appreciate their acceptance
of our compensation offer as well as their extreme patience
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am sincerely sorry for the frustration and anger we caused
you to feel and I stress to you that here at Bobs Discount Furniture we
acknowledge that caring for our customers is the most important part of our
business
Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that an
even exchange for your chair is scheduled to take place on Thank you
for purchasing our Goof Proof Protection plan as it is a very valuable option;
we do understand your frustration with the plan based on the sales experience
you allege to have hadI thank you for bringing this to our attention so that
we can continually ensure our customer’s sales experiences are honest and translucent
Your account further indicates that we have canceled and refunded monies paid to
us from the plan in an effort to offer you complete satisfaction
I apologize again that you were met with any inconvenience
while seeking to resolve your concern and I assure you that Bobs Discount
Furniture truly appreciates you as our valued customer
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
worst customer servicewas told wrong information first time I called2nd time I called Ty the supervisor was supposed to follow through and call back in 24-hoursNever received a calldays later I call back, and you cannot ever talk to a supervisor or someone in chargeI was sent broken furniture and still have the issue unresolvedDo not waste your time or money on this companythey do not care about customers
Good
Afternoon James,
I am so sorry to learn of the disappointment
you are experiencing with your ‘***’ espresso full size bed purchased from
usOur records indicate that this bed was delivered to you on 01/26/and
your first inquiry of concern came to us on 10/23/The significance of these
dates indicates that your very first report of concern came to Bobs Discount
Furniture almost an entire year past the date your warranty through us expired
As noted on your sales invoice Bobs Discount Furniture provides a one year
factory guarantee on new productAny additional protection you may have
obtained during the time of sale in January of is not managed or honored
directly by Bobs Discount Furniture
Because we are a company that cares about our
customers we paid for the repair service that took place at your residence on
This initial repair was completed on a best effort basis only and
was not a part of any entitled guarantee period owed to you by our businessWe
stand behind the quality and integrity of all our service technicians and are confident
that both gentlemen did their very best to help you with furniture that was
already past its guarantee period
As an extreme one time courtesy we
will offer to provide you with a factory fresh model of this bed
(Headboard/Footboard/Rails & Slats)We will expect to remove the current
model you have in your possession on the same date we deliver and assemble the
factory fresh version
Please contact our Customer Care
Office to schedule a date when you will have ‘all day availability’ to accept
this one time courtesy even exchange
Customer Care is accessible at
###-###-####, Mon- Saturday 6:30a -8:00p
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This customer’s request for resolution has been honored, our
records reflect that his request was provided on the same date we received this
claim
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good morning ***,
Goof proof is separate plan upheld by *** furniture protection service not Bob's Discount Furniture***, the representative you spoke with does not work for Bob's Discount Furniture, although I do apologize for the service you described
recieving from her
Your claims were denied for several appropriate reasons, (1) moving damage, the plan does not cover furniture damaged during a move, (2) sagging seat cushions, especially years after delivery are considered wear and tear, (3) frame/mechanisim damage- is dependent upon circumstance, you must be specific as to when and how the damage occured
Although the one year manufacturer warranty has expired, you may call our customer care department at ###-###-####, and request a best effort service appointmentThe technican will assess the furniture and provide repair against any defect he may find. As for the goof proof plan, you may cancel it for a partial refund however, your merchandise will no longer have any coverage