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,
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
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-
0in 0in 0pt;">We are sorry that this sofa has not lived up to the customer’s
expectation
We have reached out to this customer as the complaint also came to us
through another channel. We have a
technician scheduled to come to the home.
Any offer of resolution will be based on the technician’s report.
We offer the absolute best value at our price point, if our technician
finds the piece to have manufacturing defects we will be offering this customer
resolution. We have already explained to
the customer that we would not be able to offer a refund, but we do have
several other options available. We
honor our service statement, as it appears on every customer’s sales
order.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time
Kindest Regards,
Tracy S***
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
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 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,*** **
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 ***,
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,
"margin: 0in 0in 10pt;">Please let *** know that we are truly very sorry for the overall
poor experience we provided him with during the purchase and delivery of his
new beddingI assure *** that our customer’s are our number one priority here
at Bobs and we equally find our driver’s reported behavior unacceptable
Our records reflect that we held several conversations with ***
after the disappointing mistake that we all take responsibility for*** not
only spoke with one of our Account Management Specialists (***) but he
also spoke with two other Customer Care agents (*** and ***) who executed
care and concern while trying to make our failure right by our customerWe did
make an offer for compensation based on the amount our customer spent with us
and the failure we caused however our initial offer was rejected by the
customer
While I certainly understand why this customer would want a gift
card for the amount of $this is not a valid offer that would continue to
sustain the needs of our business along with the needs of our customerThis
customer was charged $for a delivery fee and we can offer the customer a
Bobs Discount Furniture Gift Card in the amount of $
We apologize again for the inconvenience our error has caused ***
and we do hope he understands our position and accepts our offer for
compensationWe thank him for bringing a great deal of coaching concerns to
our attention and wish him many restful nights on his new mattress
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Good Afternoon Revdex.com,
white; LINE-HEIGHT: 15pt">We apologize that the customer is experiencing any disappointment while using the protection plan they purchased from us*** (*** 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 companyOur 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 carriesOur *** ***f Plus option is especially unique because it provides a certain amount of protection directly through Bobs Discount Furniture and a certain amount of protection thru the *** company
We provide a general flyer at the time of sale that very clearly indicates (in several places) that we are partnered with the *** company to offer this *** ***f Plus PlanThe flyer also depicts that there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan (from ***) for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould 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 reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs 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 *** is continually sending these documents as many claims for coverage are routinely approved
In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and a copy of the sales invoice that states the differences in coverage detailsWe do apologize that the customer found our communications, verbal or written to be confusing at allWe work very hard everyday to ensure our customers receive the most transparent information possible and again part of the plan is honored by our company for factory defects; it ultimately depends on the type of coverage the consumer is seeking to access as to who handles the claim directlyI have also included a link to our website which showcases our recently upgraded *** ***f Plus flyer again depicting thoroughly that we are partnered with the *** company:
http://www.mybobs.com/goof-proof-plus
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
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
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 Morning Revdex.com,
size="3">
I want to extend to this customer our sincere apologies. I see that the delivery team failed to
install the center leg on the sofa, causing it to sink. I don't blame this customer for being very
upset with us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for our customer and while I know this
is this customer’s Bobs experience I assure you that we would not be continuing
to grow if all our customers were met with so much disappointment during such
an important purchase
We would
not be able to offer to refund this purchase.
Our policy does clearly state that we can offer parts and service, if
parts and service can not correct the problem, we will absolutely offer to
exchange or for the customer to reselect.
We offered a reselection on a set that had been in the home almost
years; even though the technician had not found any manufacturing defects. The customer chose to reselect to a set that
they knew had to be special ordered, causing a delay I am happy to keep this credit open and
active in the system beyond our standard policy of days, to ensure our
customer can find something that they love.
We do want all of our customers to love new purchases
As a token
of our sincere apology I will offer to credit *** *** once they have made
their selection and have their new furniture in the home. While our policy is to offer any
compensation in the form of a Bob’s gift card, I am willing in this customer’s
case to offer compensation as a refund to *** ***. Compensation can only be offered one time, so
we would need to wait until the new purchase is in the home and the customer is
happy.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention
Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
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
Just what I thought Bobs Furniture Goof Proof insurance is a scamJust tired to get a chair fixed with the Goof Proof that I was pressured into buying from the storeAlthough I like the furniture I have, I want anyone to know the Goof Proof is named correctlyAnyone who has bought it has been goofed to believing they will fix your stuff
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 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 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,
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
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-
0in 0in 0pt;">We are sorry that this sofa has not lived up to the customer’s
expectation
We have reached out to this customer as the complaint also came to us
through another channel. We have a
technician scheduled to come to the home.
Any offer of resolution will be based on the technician’s report.
We offer the absolute best value at our price point, if our technician
finds the piece to have manufacturing defects we will be offering this customer
resolution. We have already explained to
the customer that we would not be able to offer a refund, but we do have
several other options available. We
honor our service statement, as it appears on every customer’s sales
order.
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time
Kindest Regards,
Tracy S***
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
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 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,*** **
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 ***,
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,
"margin: 0in 0in 10pt;">Please let *** know that we are truly very sorry for the overall
poor experience we provided him with during the purchase and delivery of his
new beddingI assure *** that our customer’s are our number one priority here
at Bobs and we equally find our driver’s reported behavior unacceptable
Our records reflect that we held several conversations with ***
after the disappointing mistake that we all take responsibility for*** not
only spoke with one of our Account Management Specialists (***) but he
also spoke with two other Customer Care agents (*** and ***) who executed
care and concern while trying to make our failure right by our customerWe did
make an offer for compensation based on the amount our customer spent with us
and the failure we caused however our initial offer was rejected by the
customer
While I certainly understand why this customer would want a gift
card for the amount of $this is not a valid offer that would continue to
sustain the needs of our business along with the needs of our customerThis
customer was charged $for a delivery fee and we can offer the customer a
Bobs Discount Furniture Gift Card in the amount of $
We apologize again for the inconvenience our error has caused ***
and we do hope he understands our position and accepts our offer for
compensationWe thank him for bringing a great deal of coaching concerns to
our attention and wish him many restful nights on his new mattress
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Good Afternoon Revdex.com,
white; LINE-HEIGHT: 15pt">We apologize that the customer is experiencing any disappointment while using the protection plan they purchased from us*** (*** 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 companyOur 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 carriesOur *** ***f Plus option is especially unique because it provides a certain amount of protection directly through Bobs Discount Furniture and a certain amount of protection thru the *** company
We provide a general flyer at the time of sale that very clearly indicates (in several places) that we are partnered with the *** company to offer this *** ***f Plus PlanThe flyer also depicts that there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan (from ***) for the list of exclusionsAs the manager of the plan, *** is responsible for sending the consumer the plan documentsShould 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 reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs 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 *** is continually sending these documents as many claims for coverage are routinely approved
In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and a copy of the sales invoice that states the differences in coverage detailsWe do apologize that the customer found our communications, verbal or written to be confusing at allWe work very hard everyday to ensure our customers receive the most transparent information possible and again part of the plan is honored by our company for factory defects; it ultimately depends on the type of coverage the consumer is seeking to access as to who handles the claim directlyI have also included a link to our website which showcases our recently upgraded *** ***f Plus flyer again depicting thoroughly that we are partnered with the *** company:
http://www.mybobs.com/goof-proof-plus
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
%
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
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 Morning Revdex.com,
size="3">
I want to extend to this customer our sincere apologies. I see that the delivery team failed to
install the center leg on the sofa, causing it to sink. I don't blame this customer for being very
upset with us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for our customer and while I know this
is this customer’s Bobs experience I assure you that we would not be continuing
to grow if all our customers were met with so much disappointment during such
an important purchase
We would
not be able to offer to refund this purchase.
Our policy does clearly state that we can offer parts and service, if
parts and service can not correct the problem, we will absolutely offer to
exchange or for the customer to reselect.
We offered a reselection on a set that had been in the home almost
years; even though the technician had not found any manufacturing defects. The customer chose to reselect to a set that
they knew had to be special ordered, causing a delay I am happy to keep this credit open and
active in the system beyond our standard policy of days, to ensure our
customer can find something that they love.
We do want all of our customers to love new purchases
As a token
of our sincere apology I will offer to credit *** *** once they have made
their selection and have their new furniture in the home. While our policy is to offer any
compensation in the form of a Bob’s gift card, I am willing in this customer’s
case to offer compensation as a refund to *** ***. Compensation can only be offered one time, so
we would need to wait until the new purchase is in the home and the customer is
happy.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention
Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture
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
Just what I thought Bobs Furniture Goof Proof insurance is a scamJust tired to get a chair fixed with the Goof Proof that I was pressured into buying from the storeAlthough I like the furniture I have, I want anyone to know the Goof Proof is named correctlyAnyone who has bought it has been goofed to believing they will fix your stuff
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 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