Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had...
with the dresser thatyou purchased. If the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you. In addition I am willing to return theoriginal delivery fee of 229.99 so essentially this would be a refund toyour [redacted] account of 493.99. If you have already paid off [redacted] then they would cut you a check in that amount. If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw. I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution. Please let me know your thoughts on what we have proposed andalso let me know if you have questions. Best Regards,
[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[redacted]
Good Afternoon,
Roman">
We are able to offer you a courtesy reselection. Bonded Leather peeling is not a manufacturing
defect. It is something that is caused
by the environment. If the leather dries
out it pulls away from the backing and starts to peel. It has occurred to enough of our customers
that we now offer the courtesy reselection.
When you go into the store, advise them you are there for a
reselection. They will apply this credit
towards the new purchase as payment.
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise.
There will be no new delivery fee applied to the new sale.
We will not be able to offer a refund. The customer can choose another set and we will
deliver that set and pick up the set in the home on the same day. This is the only resolution we would be able
to offer.
If you have any questions or concerns please reply through
the Revdex.com mediation site.
This has been one of the most horrible experiences I have ever had with a store. I ordered a bedroom set that was in stock I was then told it was out of stock I have now been waiting a month for 3 pieces.
I ordered a desk along with a bedroom set I am not on my 3rd desk because of damages. The latest call was that the new desk that was coming TODAY was damaged AGAIN and they would not know when another would come..... There is always an issue.
The store reps are so so so nasty. They are to busy to answer questions and get nasty when you ask questions. I was put on hold for 32 minutes. The lady came back on laughing.
Stay Far far far away. The quality shows in their pricing. You are better off at [redacted] trust me.. Stay away.. This is my first of many reviews and complaints.
I am so sorry that you are finding a struggle while using the Goof
Proof Protection Plan you purchased through Bobs Discount Furniture. I can
understand your frustrations and I apologize further that I am unable to locate
any information within your record regarding the alleged agreement you made
with a Manager in our [redacted], ** location. I assure you that we would genuinely
like to aide in helping you get your claim resolved by using the Goof Proof
Plan you purchased.
I have spoken with the folks over at [redacted] and their records
indicate that in July of 2013 you were asked to send them photos of the
accidental damages that occurred to your product. At this time you told them “It
is physically impossible for me to send pictures to you”. You also indicated
that you would be visiting our Bobs store to try and schedule someone out to
take photos for you. Regretfully, taking photos of our customer’s furniture for
the purpose of a Goof Proof claim is not a service we currently offer but your
claim is still open with the [redacted] company as of today (2.27.2014). I
encourage you to please send these pictures to them so they can determine what,
if any, recourse they will be able to offer you for the original claim you
opened. As you have an open claim with this third party company we are unable
to offer you a refund on this plan, it is currently being used for the claim
number you were provided (I have listed below). It is also far beyond our
normal processes to refund our customers by monetary means after they have
taken delivery of their merchandise. I apologize if there was a
misunderstanding while you were visiting our [redacted] Bobs showroom a few months
ago.
Your claim number: [redacted]
Email address to send pictures to: [redacted]
Please send these pictures as soon as possible as your (5 year) plan
expiration date is 4.14.2014 and [redacted] is eager to help you further.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. I have been notified that the claim from
[redacted] has not been denied, they are waiting for the customer to submit
photos. Pending photo review matching
the damage report the customer submitted this will be approved by [redacted] for
reselection. I am unsure why the customer
would have felt this was denied by [redacted] but they are waiting for photos to
complete the claim process.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution should be okay if I do receive the cushions. The email they sent is unclear about what "parts" were ordered. Am I expected to put something together? I respectfully ask that this request stay partially open since it will be a few months until I see any sort of resolution.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
You yourself said I can buy the parts, now your saying its only coveres for a year. 3 of YOUR employees said they dont have the parts to fix it. And you have throughout our correspondence said 2 different things. Do you eeb know the REAL answer or are you winging it. Because the only people InI see confused is Bob's employees.As a 1.1 Billion dollar company, my $2000 I spent in your store means nothing but it's $2000 of my hard earned money. I would think that as good practice, you would attempt to solve the issue! The technician came out onBob's behalf BECAUSE the CSR said it sound like it's a MANUFACTURING problem. IF it was simply (as you are stating) that you cannot fix it bc it over the 1 year warranty, then WHY did a technician come out in the first place AND say he could fix it IF you have the parts? Not only that, after he ran out while I was on the phone with YOUR CSR, SHE said you guys DON'T have the parts to fix it. NOT ONE TIME did she say its only guaranteed for 1 year. YOU are saying something totally different than the 3 otherSincerely,[redacted]
Sincerely,
[redacted]
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2014. At the time the sale was created
the customer purchased the option of [redacted]. This covers the customer for a period of five
years for accidental damages that occur; [redacted] is through a third party
carrier, [redacted].
Through Bobs the purchase was covered for 1
year from all manufacturing defects. The
service that was done earlier this month was offered as a “Best Effort” our technician
went to the home to see if anything could be repaired on the spot, if parts
were required and available we would have informed the customer of the cost of
these parts and it would have been up to the customer to pay for replacement
parts, if the technician deemed the damage was from an accident the customer
would have been given information on filing a claim with [redacted].
As these pieces are outside the
manufacturing warranty we have no recourse to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I would have accepted this however - the bed was out of stock. My original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was 199.99. This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the 30 dollars that I should have been charged is ok? 50 dollars doesn't cover the 3 days of lost wages I experienced due to the multiple mistakes you made. All I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes. (Attachment is receipt stating delivery fee)
Sincerely,
[redacted]
I am rejecting because they are offering me something totally different. They want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee table. Allow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.com. So yes they failed me twice. Let me thank you for your concern and quick response in this matter
Have a blessed day!
After 4 months of having our new sofa the fabric was coming away from the cushions and ripped. First call to customer service 11/27/15 sent pictures and was told it can't be covered under manufactures defect because I didn't know how it happened. Called again and was told I should call [redacted] and tell them there was an accident and they would cover it, oh also never received a contract for the extended coverage. The drivers stated they left it in the care kit box, which has never been opened and is sealed in plastic. Again sent pictures and spoke with supervisors twice who both stated thy were looking into how to solve this and they would call me back. Never received a call. After endless hours on the phone getting nowhere I told them I wanted a service tech to come look at it it I would contact an attorney. When he looked at the sofa he said it defiantly is a manufactures defect and its covered. He also stated he sees this a lot with this material. This is now March 2016. We had the choice of replacing it with the same sofa or picking out a different one with a store credit. Of course we didn't want the same one so we found a sofa that was $100.00 more which was fine, until we did the paperwork and they want us to pay the sales tax on the new sofa. We already paid tax on the defective one, I was happy to pay tax on the $100.00 difference . No luck, they blame the State of CT. But the state don't sell me the furniture Bobs did. After an hour on hold for a supervisor they tell me I can get a store credit?? I will never purchase anything from Bobs again!!!!! All I want is to a check for the sales tax on my original purchase, which by the way will be in Bobs pit to be resold!!!!! Very dissatisfied customer!!!!!!
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.
/>
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will take the credit and keep the furniture
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
When I called [redacted] they were pretty rude. I told them I was out and when I came home the tear was there. I was not home to witness it. An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife. I was sold this warranty by your store because I had dogs. The information on your warranty says accident. It does not way they consider to be an accident. Your tech said it was not normal wear and tear so it was an accident. So I confused by the definition when I called. [redacted] is not very friendly and intimidates you when you call. I sent pictures so I you can fix it that is fine. I just want the warranty that was sold to me. And I am so tired of your store saying sorry we cannot help you. Years ago when I had a scratch on my table your company told me that my son intentionally scratched it. How does your company come up with that? And to accuse someone's child like that, I don't get it. I feel like your company says anything not to honor a warranty that is sold to a customer.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 3 piece set including the
special order fee. We will also waive a
new delivery fee.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 2 piece sectional and the
ottoman. We have included the [redacted]f
Plan in the credit so that it can be applied to the new merchandise. We will also waive a new delivery fee.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This is my second time rejecting your respond. I only want
what I was promise. This is to replace the damaged items. I was told a number
of times by the sales people that if anything were to happen to the Furniture it could be replaced as I told. I called [redacted]
a number of times no one’s picks up. I spoke to a rep from bob’s and I was told
that someone from [redacted] would be calling me back (which has yet to happen)
Please do as you promise when I was told to purchase the products.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her property claim has been correctly filed with
the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution. They will be reaching out
to the customer for the damage to her personal property.
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund.
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the store. These folks are the face of Bob’s to
your customers and Bob’s should honor what they advertise. Additionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase price. I understand that your opinion is different. I
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after 30 days. Therefore, your assertion
that the policy is clear is just not true. Obviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel.
Me: I’m
not sure why you say this. We did consider reselection and there was nothing
better. We even looked at other vendor’s products. Nothing was satisfactory. As
such, we opted for the refund option.
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.a. as foundations) can be used with any non innerspring mattress from any
retailer.
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sides. Additionally, you point out that they must
be non-innerspring mattresses. These two requirements are the crux of our
comfort issues. The non-innerspring mattress was too hard, even though we got
the plush version. Additionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of it. Obviously,
this is a comfort issue. I would even say this is a safety and health concern.
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transaction. We will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement.
Me: I did
not misunderstand the sales staff at the store. There was nothing lost in
translation. There were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfied. The context of the conversation was when we
were discussing the split mattress configuration. The store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy.
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itself. Please also note that while the customer purchased a
“package article” each component of the “package article” has its own
identifying inventory article number making these separate from one another. I
have included a ‘Print Screen’ of the invoice associated with this transaction
and highlighted these facts for your review.
Me: I still
maintain that the two items were sold as a “Mattress” item under a single
article item. The prices listed in the showroom do not break it down as “mattress
and foundation”. The pricing shown is the full price that was paid. The same is
true of your website. I just checked.
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise.
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with you. Other
manufacturers put forth much effort on designing the perfect “foundation” for
their mattress sets, including[redacted]-[redacted], which is what your bed
is supposed to mimic. Interestingly,[redacted]-[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation.
At this
point, I feel less than hopeful that we are going to reach a resolution. I will
not be satisfied unless I am refunded the full purchase price as advertised.
Rather than continuing to argue, I’d like this issue to be escalated if
possible.
Sincerely,
[redacted]
Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had...
with the dresser thatyou purchased. If the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you. In addition I am willing to return theoriginal delivery fee of 229.99 so essentially this would be a refund toyour [redacted] account of 493.99. If you have already paid off [redacted] then they would cut you a check in that amount. If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw. I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution. Please let me know your thoughts on what we have proposed andalso let me know if you have questions. Best Regards,
[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[redacted]
Good Afternoon,
Roman">
We are able to offer you a courtesy reselection. Bonded Leather peeling is not a manufacturing
defect. It is something that is caused
by the environment. If the leather dries
out it pulls away from the backing and starts to peel. It has occurred to enough of our customers
that we now offer the courtesy reselection.
When you go into the store, advise them you are there for a
reselection. They will apply this credit
towards the new purchase as payment.
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise.
There will be no new delivery fee applied to the new sale.
We will not be able to offer a refund. The customer can choose another set and we will
deliver that set and pick up the set in the home on the same day. This is the only resolution we would be able
to offer.
If you have any questions or concerns please reply through
the Revdex.com mediation site.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This has been one of the most horrible experiences I have ever had with a store. I ordered a bedroom set that was in stock I was then told it was out of stock I have now been waiting a month for 3 pieces.
I ordered a desk along with a bedroom set I am not on my 3rd desk because of damages. The latest call was that the new desk that was coming TODAY was damaged AGAIN and they would not know when another would come..... There is always an issue.
The store reps are so so so nasty. They are to busy to answer questions and get nasty when you ask questions. I was put on hold for 32 minutes. The lady came back on laughing.
Stay Far far far away. The quality shows in their pricing. You are better off at [redacted] trust me.. Stay away.. This is my first of many reviews and complaints.
Good Morning [redacted],
I am so sorry that you are finding a struggle while using the Goof
Proof Protection Plan you purchased through Bobs Discount Furniture. I can
understand your frustrations and I apologize further that I am unable to locate
any information within your record regarding the alleged agreement you made
with a Manager in our [redacted], ** location. I assure you that we would genuinely
like to aide in helping you get your claim resolved by using the Goof Proof
Plan you purchased.
I have spoken with the folks over at [redacted] and their records
indicate that in July of 2013 you were asked to send them photos of the
accidental damages that occurred to your product. At this time you told them “It
is physically impossible for me to send pictures to you”. You also indicated
that you would be visiting our Bobs store to try and schedule someone out to
take photos for you. Regretfully, taking photos of our customer’s furniture for
the purpose of a Goof Proof claim is not a service we currently offer but your
claim is still open with the [redacted] company as of today (2.27.2014). I
encourage you to please send these pictures to them so they can determine what,
if any, recourse they will be able to offer you for the original claim you
opened. As you have an open claim with this third party company we are unable
to offer you a refund on this plan, it is currently being used for the claim
number you were provided (I have listed below). It is also far beyond our
normal processes to refund our customers by monetary means after they have
taken delivery of their merchandise. I apologize if there was a
misunderstanding while you were visiting our [redacted] Bobs showroom a few months
ago.
Your claim number: [redacted]
Email address to send pictures to: [redacted]
Please send these pictures as soon as possible as your (5 year) plan
expiration date is 4.14.2014 and [redacted] is eager to help you further.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. I have been notified that the claim from
[redacted] has not been denied, they are waiting for the customer to submit
photos. Pending photo review matching
the damage report the customer submitted this will be approved by [redacted] for
reselection. I am unsure why the customer
would have felt this was denied by [redacted] but they are waiting for photos to
complete the claim process.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution should be okay if I do receive the cushions. The email they sent is unclear about what "parts" were ordered. Am I expected to put something together? I respectfully ask that this request stay partially open since it will be a few months until I see any sort of resolution.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
You yourself said I can buy the parts, now your saying its only coveres for a year. 3 of YOUR employees said they dont have the parts to fix it. And you have throughout our correspondence said 2 different things. Do you eeb know the REAL answer or are you winging it. Because the only people InI see confused is Bob's employees.As a 1.1 Billion dollar company, my $2000 I spent in your store means nothing but it's $2000 of my hard earned money. I would think that as good practice, you would attempt to solve the issue! The technician came out onBob's behalf BECAUSE the CSR said it sound like it's a MANUFACTURING problem. IF it was simply (as you are stating) that you cannot fix it bc it over the 1 year warranty, then WHY did a technician come out in the first place AND say he could fix it IF you have the parts? Not only that, after he ran out while I was on the phone with YOUR CSR, SHE said you guys DON'T have the parts to fix it. NOT ONE TIME did she say its only guaranteed for 1 year. YOU are saying something totally different than the 3 otherSincerely,[redacted]
Sincerely,
[redacted]
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Kind Regards,
[redacted]
Bobs Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2014. At the time the sale was created
the customer purchased the option of [redacted]. This covers the customer for a period of five
years for accidental damages that occur; [redacted] is through a third party
carrier, [redacted].
Through Bobs the purchase was covered for 1
year from all manufacturing defects. The
service that was done earlier this month was offered as a “Best Effort” our technician
went to the home to see if anything could be repaired on the spot, if parts
were required and available we would have informed the customer of the cost of
these parts and it would have been up to the customer to pay for replacement
parts, if the technician deemed the damage was from an accident the customer
would have been given information on filing a claim with [redacted].
As these pieces are outside the
manufacturing warranty we have no recourse to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I would have accepted this however - the bed was out of stock. My original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was 199.99. This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the 30 dollars that I should have been charged is ok? 50 dollars doesn't cover the 3 days of lost wages I experienced due to the multiple mistakes you made. All I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes. (Attachment is receipt stating delivery fee)
Sincerely,
[redacted]
I am rejecting because they are offering me something totally different. They want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee table. Allow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.com. So yes they failed me twice. Let me thank you for your concern and quick response in this matter
Have a blessed day!
After 4 months of having our new sofa the fabric was coming away from the cushions and ripped. First call to customer service 11/27/15 sent pictures and was told it can't be covered under manufactures defect because I didn't know how it happened. Called again and was told I should call [redacted] and tell them there was an accident and they would cover it, oh also never received a contract for the extended coverage. The drivers stated they left it in the care kit box, which has never been opened and is sealed in plastic. Again sent pictures and spoke with supervisors twice who both stated thy were looking into how to solve this and they would call me back. Never received a call. After endless hours on the phone getting nowhere I told them I wanted a service tech to come look at it it I would contact an attorney. When he looked at the sofa he said it defiantly is a manufactures defect and its covered. He also stated he sees this a lot with this material. This is now March 2016. We had the choice of replacing it with the same sofa or picking out a different one with a store credit. Of course we didn't want the same one so we found a sofa that was $100.00 more which was fine, until we did the paperwork and they want us to pay the sales tax on the new sofa. We already paid tax on the defective one, I was happy to pay tax on the $100.00 difference . No luck, they blame the State of CT. But the state don't sell me the furniture Bobs did. After an hour on hold for a supervisor they tell me I can get a store credit?? I will never purchase anything from Bobs again!!!!! All I want is to a check for the sales tax on my original purchase, which by the way will be in Bobs pit to be resold!!!!! Very dissatisfied customer!!!!!!
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.
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Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will take the credit and keep the furniture
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
When I called [redacted] they were pretty rude. I told them I was out and when I came home the tear was there. I was not home to witness it. An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife. I was sold this warranty by your store because I had dogs. The information on your warranty says accident. It does not way they consider to be an accident. Your tech said it was not normal wear and tear so it was an accident. So I confused by the definition when I called. [redacted] is not very friendly and intimidates you when you call. I sent pictures so I you can fix it that is fine. I just want the warranty that was sold to me. And I am so tired of your store saying sorry we cannot help you. Years ago when I had a scratch on my table your company told me that my son intentionally scratched it. How does your company come up with that? And to accuse someone's child like that, I don't get it. I feel like your company says anything not to honor a warranty that is sold to a customer.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 3 piece set including the
special order fee. We will also waive a
new delivery fee.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 2 piece sectional and the
ottoman. We have included the [redacted]f
Plan in the credit so that it can be applied to the new merchandise. We will also waive a new delivery fee.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This is my second time rejecting your respond. I only want
what I was promise. This is to replace the damaged items. I was told a number
of times by the sales people that if anything were to happen to the Furniture it could be replaced as I told. I called [redacted]
a number of times no one’s picks up. I spoke to a rep from bob’s and I was told
that someone from [redacted] would be calling me back (which has yet to happen)
Please do as you promise when I was told to purchase the products.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her property claim has been correctly filed with
the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution. They will be reaching out
to the customer for the damage to her personal property.
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund.
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the store. These folks are the face of Bob’s to
your customers and Bob’s should honor what they advertise. Additionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase price. I understand that your opinion is different. I
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after 30 days. Therefore, your assertion
that the policy is clear is just not true. Obviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel.
Me: I’m
not sure why you say this. We did consider reselection and there was nothing
better. We even looked at other vendor’s products. Nothing was satisfactory. As
such, we opted for the refund option.
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.a. as foundations) can be used with any non innerspring mattress from any
retailer.
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sides. Additionally, you point out that they must
be non-innerspring mattresses. These two requirements are the crux of our
comfort issues. The non-innerspring mattress was too hard, even though we got
the plush version. Additionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of it. Obviously,
this is a comfort issue. I would even say this is a safety and health concern.
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transaction. We will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement.
Me: I did
not misunderstand the sales staff at the store. There was nothing lost in
translation. There were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfied. The context of the conversation was when we
were discussing the split mattress configuration. The store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy.
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itself. Please also note that while the customer purchased a
“package article” each component of the “package article” has its own
identifying inventory article number making these separate from one another. I
have included a ‘Print Screen’ of the invoice associated with this transaction
and highlighted these facts for your review.
Me: I still
maintain that the two items were sold as a “Mattress” item under a single
article item. The prices listed in the showroom do not break it down as “mattress
and foundation”. The pricing shown is the full price that was paid. The same is
true of your website. I just checked.
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise.
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with you. Other
manufacturers put forth much effort on designing the perfect “foundation” for
their mattress sets, including[redacted]-[redacted], which is what your bed
is supposed to mimic. Interestingly,[redacted]-[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation.
At this
point, I feel less than hopeful that we are going to reach a resolution. I will
not be satisfied unless I am refunded the full purchase price as advertised.
Rather than continuing to argue, I’d like this issue to be escalated if
possible.
Sincerely,
[redacted]