Complaint: [redacted]
I am rejecting this response because:
The response from Bob’s Furniture is not accurate. The 2014 call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/2013. Four store managers sent many emails to their Customer Service over a 3 year span. Your neglect to respond to does not give you the right to honor the Manufacturer’s Warranty.
I was never told by anyone, that the Manufacturer’s Warranty is for service only.
I was not given any papers on their warranty. Please send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts.
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have already processed the entire delivery fee back as a refund
for the extreme inconveniences. We are
very sorry that the part order was scheduled like it was a service, wasting the
customer’s valuable time. We have
reached out to the manager of the parts department to expedite this part
order.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
I attempted to reach out to this customer by telephone this
evening (9.17.2015) on the number she has posted. I was only able to leave a
voicemail in which I left my direct number for contact back at [redacted].
I am very troubled after reading about this customer’s experience
with us and have begun addressing the obvious coaching concerns presented here.
Please advise the customer I’d be happy to make sure her property claim gets
addressed appropriately and the compensation she’s been promised gets processed
to her accordingly.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize we were unable to accommodate your request for delivery after 3pm.
Our delivery is an all day service and whenever possible we make every attempt...
to honor specific delivery timeframe request. Our routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request. I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time.
The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements. We are unable to refund this charge however, I will inform store management of your concern with the sales associate.
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused.
Sincerely,
[redacted]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
At this time we see there is a
one-time courtesy reselection for the mattresses pending. We can
offer compensation in the form of store credit now, if the customer is looking
to upgrade to more expensive mattresses or we can offer to compensate once the
mattress have been delivered.
If this customer chooses to wait to be
compensated after delivery is completed, we will offer this customer a refund
of the delivery fee ($229.99) as a final form of our apology. Please advise if
the customer accepts this generous offer of compensation. I will then create the necessary
paperwork.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa...
andloveseat in 2012 for $799.00; the material composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products. Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.
size="3">
I have spoken with this customer today (10.28.2015) and we have
processed an agreed upon courtesy resolution for this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We received this customer’s concern through another avenue. The concern has been addressed and this
customer is scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
I am very sorry about the lack of care and empathy you received from us during
the transit and delivery of your purchase. I would be equally as frustrated if I
felt a company wasn’t willing to reach out and assist me as their customer. I
assure you that Bobs Discount Furniture cares very much for each and every one
of our customers.
It
is certainly our failure for providing you with a time frame and not being able
to honor that, our first concern prior to offering any customer compensation
for our failure, is to ensure that our customer receives the merchandise they
paid for. Our records indicate that you have all your merchandise in
satisfactory condition as of today (3.10.2014). Like so many other furniture
retailers, Bobs Discount Furniture runs an ‘all day delivery service’. This
means that we will arrive to your home on the day you have scheduled; however
any time frame you are provided is an estimate rather than a guarantee. It is
our responsibility at every store and with every customer to ensure that we
communicate and properly educate our customers prior to delivery. I apologize
again that you were not educated appropriately and I thank you for bringing
this concern to my attention so we can get straight to work on corrective
coaching for the unprofessional behavior you have made us aware of.
As
your delivery charge is a separate fee from your merchandise, delivery is a
service within itself. As you have received this service we would be unable to
provide you with a monetary refund of your delivery fee. As an apology for the
lack of communication and education that was provided to you we would like to
offer you a $75.00 Bobs Discount Furniture Gift Card. Please know that we do
not wish this to be perceived as an attempt to force you to shop with us again.
We would like you to have an actual item from our showroom as our apology and
we carry many accessory pieces (small and large) in the event that you would
prefer not to use out delivery service again.
Please
let me know if you will accept this offer and I will see that the gift card
request gets processed as soon as possible.
Thank
you for your time and for making this complaint so we have the opportunity to
improve our overall customer experience.
Best
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.
Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.
Sincerely,
[redacted]
I excepted a partial refund because I was told that was all that would be offered to me. The company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.com. I cannot compete against a billion dollar company. I'm dropping the issue and accepting partial refund out of fear of getting nothing. I will never enter Bobs again.
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date. They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem. I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer. As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.
Thank you.
Sincerely,
[redacted]
size="3">
We apologize to our customer for any disappointment they have
experienced while using their protection plan this dispute is in relation to a
claim for service through an entirely different business ([redacted]
Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
This claim was reported as “rings” on table top. The customer could not state how they occurred
or when. Due to this being multiple occurrences
and the customer have no idea of origins or timeframes the claim was correctly
denied.
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for exchange. The
customer should carefully review the [redacted] Warranty card attached and also
the [redacted] Plan sheet. For future
claims the customer may want to reach out to Bob’s before submitting claim so
we can help ensure the process will progress smoothly, as this is a one time
courtesy. Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it scheduled.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I’m sorry to learn that you are experiencing any concern with your
products and the Goof Proof plan you purchased for them. Our records indicate that
on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for
you that took place on 9.15.2015. Our technician’s report indicates the
following conclusion from that service:
1212-1226pm
per tech Harrold -
swivel rocker – the left side facing and right side facing edge is
peeling along the edges, this is from the customer having chair too close to
the wall and its starting to peel cc/good no reparable
Sofa-the left side facing and right side facing seat cushion is
fading, able to touch it up mfg. /good and complete
Above
Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37
In regards to your dresser concern I ask that you
submit photos of the item via this Revdex.com channel and indicate what the “staining”
is actually from. Your Goof Proof Plan (as its name depicts) is designed to
cover most occurrences of one time accidental damage. With your photo
submission and report of what happened we may
be able to assist in disputing the denial you received from the [redacted]
company.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
DC:
Complaint: [redacted]
Complaint [redacted] has been closed and Bobs did not honnor the settlement: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.
I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There imust be some misunderstanding as to the furniture in my home. The present set I have does not require a third leg nor did it have one in the store when I picked it out. I have a picture and will attach for your observation. Also the original set I purchased was only in my home for a longer period of time because the color of the new set was one that had to be ordered. As with this set and with the last in both instances I was told that there was a manufacturers structural defect by your inspectors. They examined the sets extensively and I am sure that bobs does to some extent rely on the valuable knowledge of their inspectors.
I have visited multiple bobs stores in an attempt to find a living room set that I love on numerous occasions to no avail. I really did have high aspirations for my present set as it is a full leather set and a style that I like. As I said it is full leather and would like to replace it with the same. Bobs only has three full leather sets in their stores, none of which come close to my decor or taste. Keeping this set in my home, with its manufactures defect just leaves an avenue for something unpleasant to occur.
As for your offer to compensation, you did not state as to what the credit to [redacted] would consist of.
In light of this I am respectfully requesting a refund so that I may be able sit comfortably with guests in my own home.
Sincerely,
[redacted]
Please pass on our sincerest
apologies for any concern our customer experienced during their deliveries with
us.
We certainly do not find it
acceptable for any person representing our company to smell of an alcohol substance
and I’ve begun personally following up on this complaint to ensure the
appropriate internal action is taken.
Regretfully we are unable to
determine if the measurement of someone’s home or entryway will fully
accommodate the size and delivery specifications needed for the furniture
selected. We remain proactive in communicating this as a consumer
responsibility via the trifold we provide at the time of purchase. We offer the
best value prices for the product we show and we have always charged the
service of delivery as a separate fee from the product itself to remain as
transparent as possible to all of our customers in (currently 64 stores) all of
our locations.
In regards to the bed delivery
time we encourage the customer to provide us with further evidence as to how
they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.
We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only
one special exception for a slot called ‘breakfast with bobs’ which is still a
three hour estimated window for arrival so the automated contact the customer
should have received from us would have detailed either ‘ 6:30am -10:30am’ or
6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,
and we have record of speaking with the customer at 8:08am. By all information
I can locate we arrived within our slated time frame window for this delivery.
We did not deny requesting what our department refers to as a “Go – Back”
request for this missed delivery. The
account indicates that the customer was unable to provide a representative to
be at the residence to wait for the team to return to that stop. Again in every
effort to remain as transparent as possible with our customers we (in the
Customer Care Office) are working in an office and we are not on the physical
truck that has the furniture. It is inappropriate to provide a customer with a
possible time frame that the team may return in as we do not know this to be
correct information. There are thousands of events that could occur to delay
the team returning to the stop they already arrived to and these events remain
beyond the control of our business. While I understand the customer’s
frustration and their inability to wait for a team to return with no estimated
timeframe- we require someone 18 years or older to be confirmed at the
residence all day so there is no chance of us returning to miss the customer
again. We certainly want to deliver any and all product that is on the truck as
returning product can not be sold as new merchandise any failure in not delivering
results in nearly a total loss for our business.
The customer’s account further
confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015
and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the
customer was re-issued and emailed information regarding their $75.00 gift card
inquiry.
We remain very sorry for the poor
impression this customer has of our business and relay that we have multiple
cash and carry items within our outlet or showroom locations that the customer
can purchase and take with them for $75.00 or under.
At this time the sale for the bed has
been fully canceled and all refunds or gift card re-issue concerns have been
resolved per our records.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 delivered
April 2012. At the time the sale was
created the customer purchased [redacted]
This gave the customer 5 years of protection for accidental damages
through [redacted] This
merchandise came with a standard one year warranty for manufacturing
defects. The warranty for manufacturing
defects expired April 2013, almost 3.5 years ago.
A service tech from Bob’s was sent to the
home on 8.25.16 for the purpose of replacing slats. The customer had reported to us that there
were cracked slat supports. This is something
a tech would be able to replace from stock parts on this van. The tech was then shown the sectional
damages, this damage we had already informed the customer we would not be able
to offer any resolution on. The tech
looked at the bed damage, it was a cracked rail, not something a tech would be
able to fix or replace.
I see that this customer had tried to
submit a claim to [redacted] in October 2015.
They reported many damages at the same time. These reports did not follow [redacted]
policy for reporting damages. All
damages must be reported within 30 days of occurring, and the customer must be
able to give details of how the accident occurred and who caused it. None of the reported damages were reported
with these details.
We would expect that any consumer investing
in a protection plan would make themselves familiar with the details of that
plan. This plan clearly shows that it
covers accidental damages, please see attached flyer the customer was given at
time of purchase.
I can not speculate on a conversation that
took place between the customer and the salesperson over four years ago. I know the training our salespeople are
given, and I know the flyer would have been given to the customer with their
copy of the sales order.
This customer has already been given a
courtesy Best Effort service to see if there were any repairable damages. The tech was not able to repair the multiple
cracks and tears. We have no other
options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good
Afternoon Revdex.com,
I
apologize that [redacted] found our offer for a further form of apology insufficient
and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she
choose to provide us with another chance in the future.
In regards
to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a
certain person’s credit card was used to pay for this purchase. The Bobs
Discount Furniture record that we have for this sales order is under [redacted]’s
full name and not [redacted]’s. My comment
was intended to explain an offer of electronically processing the gift card to “[redacted]’s
Account” as [redacted] is who we could consider the sole owner of this customer
number.
I am deeply
saddened to learn of the tragedy that [redacted] cites she has recently endured and
ask that you please pass on my personal sympathies to her during this time. I
assure [redacted] that it was never our intention to cause her more stress during
this sale and that we have taken the appropriate steps internally to rectify
the lack of care and empathy [redacted] stated she received while seeking
resolution for our failures.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very sorry for the failures that our customer
has had to endure based off of our errors. We expect all of our professionals
to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’
are honored. We anticipate the agreements with our customer during their time
of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to
our attention so we may have the opportunity to address the obvious coaching
concerns we have. I assure this customer that Bobs Discount Furniture cares
very much for his concerns and our intention was never to create inconvenience
for him during his Bobs experience.
Bob’s prides itself on providing
our customer quality service and the best value product for the price. Our
primary focus is on ‘Making It Right’ so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further
reflects that the dresser we planned to ship to him today was damaged during
transit and we spoke with him earlier today to schedule a new delivery date of
8.26.2014 to resolve the current concern with that specific item. Again,
certainly not our intention to take up more of [redacted]’s and his wife’s valuable time
and we thank him for his extreme patience with us while we work to make our
failures right by him.
While it is not normal procedure to do so, I
recognize that we have caused our customer a great deal of inconvenience. For
that reason, I have made a note that once we have made everything right, we
will review this customer’s account to determine if further action should to be
taken. Please advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with them. If our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any, further
resolution will be offered at that time.
I genuinely apologize again for the impression our
customer has been left with of our business.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The response from Bob’s Furniture is not accurate. The 2014 call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/2013. Four store managers sent many emails to their Customer Service over a 3 year span. Your neglect to respond to does not give you the right to honor the Manufacturer’s Warranty.
I was never told by anyone, that the Manufacturer’s Warranty is for service only.
I was not given any papers on their warranty. Please send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts.
[redacted]
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have already processed the entire delivery fee back as a refund
for the extreme inconveniences. We are
very sorry that the part order was scheduled like it was a service, wasting the
customer’s valuable time. We have
reached out to the manager of the parts department to expedite this part
order.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Evening Revdex.com,
size="3">
I attempted to reach out to this customer by telephone this
evening (9.17.2015) on the number she has posted. I was only able to leave a
voicemail in which I left my direct number for contact back at [redacted].
I am very troubled after reading about this customer’s experience
with us and have begun addressing the obvious coaching concerns presented here.
Please advise the customer I’d be happy to make sure her property claim gets
addressed appropriately and the compensation she’s been promised gets processed
to her accordingly.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize we were unable to accommodate your request for delivery after 3pm.
Our delivery is an all day service and whenever possible we make every attempt...
to honor specific delivery timeframe request. Our routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request. I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time.
The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements. We are unable to refund this charge however, I will inform store management of your concern with the sales associate.
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
At this time we see there is a
one-time courtesy reselection for the mattresses pending. We can
offer compensation in the form of store credit now, if the customer is looking
to upgrade to more expensive mattresses or we can offer to compensate once the
mattress have been delivered.
If this customer chooses to wait to be
compensated after delivery is completed, we will offer this customer a refund
of the delivery fee ($229.99) as a final form of our apology. Please advise if
the customer accepts this generous offer of compensation. I will then create the necessary
paperwork.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa...
andloveseat in 2012 for $799.00; the material composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products. Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.
Good Afternoon Revdex.com,
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I have spoken with this customer today (10.28.2015) and we have
processed an agreed upon courtesy resolution for this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We received this customer’s concern through another avenue. The concern has been addressed and this
customer is scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
I am very sorry about the lack of care and empathy you received from us during
the transit and delivery of your purchase. I would be equally as frustrated if I
felt a company wasn’t willing to reach out and assist me as their customer. I
assure you that Bobs Discount Furniture cares very much for each and every one
of our customers.
It
is certainly our failure for providing you with a time frame and not being able
to honor that, our first concern prior to offering any customer compensation
for our failure, is to ensure that our customer receives the merchandise they
paid for. Our records indicate that you have all your merchandise in
satisfactory condition as of today (3.10.2014). Like so many other furniture
retailers, Bobs Discount Furniture runs an ‘all day delivery service’. This
means that we will arrive to your home on the day you have scheduled; however
any time frame you are provided is an estimate rather than a guarantee. It is
our responsibility at every store and with every customer to ensure that we
communicate and properly educate our customers prior to delivery. I apologize
again that you were not educated appropriately and I thank you for bringing
this concern to my attention so we can get straight to work on corrective
coaching for the unprofessional behavior you have made us aware of.
As
your delivery charge is a separate fee from your merchandise, delivery is a
service within itself. As you have received this service we would be unable to
provide you with a monetary refund of your delivery fee. As an apology for the
lack of communication and education that was provided to you we would like to
offer you a $75.00 Bobs Discount Furniture Gift Card. Please know that we do
not wish this to be perceived as an attempt to force you to shop with us again.
We would like you to have an actual item from our showroom as our apology and
we carry many accessory pieces (small and large) in the event that you would
prefer not to use out delivery service again.
Please
let me know if you will accept this offer and I will see that the gift card
request gets processed as soon as possible.
Thank
you for your time and for making this complaint so we have the opportunity to
improve our overall customer experience.
Best
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.
Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.
Sincerely,
[redacted]
I excepted a partial refund because I was told that was all that would be offered to me. The company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.com. I cannot compete against a billion dollar company. I'm dropping the issue and accepting partial refund out of fear of getting nothing. I will never enter Bobs again.
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date. They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem. I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer. As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.
Thank you.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
size="3">
We apologize to our customer for any disappointment they have
experienced while using their protection plan this dispute is in relation to a
claim for service through an entirely different business ([redacted]
Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
This claim was reported as “rings” on table top. The customer could not state how they occurred
or when. Due to this being multiple occurrences
and the customer have no idea of origins or timeframes the claim was correctly
denied.
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for exchange. The
customer should carefully review the [redacted] Warranty card attached and also
the [redacted] Plan sheet. For future
claims the customer may want to reach out to Bob’s before submitting claim so
we can help ensure the process will progress smoothly, as this is a one time
courtesy. Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it scheduled.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I’m sorry to learn that you are experiencing any concern with your
products and the Goof Proof plan you purchased for them. Our records indicate that
on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for
you that took place on 9.15.2015. Our technician’s report indicates the
following conclusion from that service:
1212-1226pm
per tech Harrold -
swivel rocker – the left side facing and right side facing edge is
peeling along the edges, this is from the customer having chair too close to
the wall and its starting to peel cc/good no reparable
Sofa-the left side facing and right side facing seat cushion is
fading, able to touch it up mfg. /good and complete
Above
Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37
In regards to your dresser concern I ask that you
submit photos of the item via this Revdex.com channel and indicate what the “staining”
is actually from. Your Goof Proof Plan (as its name depicts) is designed to
cover most occurrences of one time accidental damage. With your photo
submission and report of what happened we may
be able to assist in disputing the denial you received from the [redacted]
company.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
DC:
Complaint: [redacted]
Complaint [redacted] has been closed and Bobs did not honnor the settlement: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.
I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There imust be some misunderstanding as to the furniture in my home. The present set I have does not require a third leg nor did it have one in the store when I picked it out. I have a picture and will attach for your observation. Also the original set I purchased was only in my home for a longer period of time because the color of the new set was one that had to be ordered. As with this set and with the last in both instances I was told that there was a manufacturers structural defect by your inspectors. They examined the sets extensively and I am sure that bobs does to some extent rely on the valuable knowledge of their inspectors.
I have visited multiple bobs stores in an attempt to find a living room set that I love on numerous occasions to no avail. I really did have high aspirations for my present set as it is a full leather set and a style that I like. As I said it is full leather and would like to replace it with the same. Bobs only has three full leather sets in their stores, none of which come close to my decor or taste. Keeping this set in my home, with its manufactures defect just leaves an avenue for something unpleasant to occur.
As for your offer to compensation, you did not state as to what the credit to [redacted] would consist of.
In light of this I am respectfully requesting a refund so that I may be able sit comfortably with guests in my own home.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for any concern our customer experienced during their deliveries with
us.
We certainly do not find it
acceptable for any person representing our company to smell of an alcohol substance
and I’ve begun personally following up on this complaint to ensure the
appropriate internal action is taken.
Regretfully we are unable to
determine if the measurement of someone’s home or entryway will fully
accommodate the size and delivery specifications needed for the furniture
selected. We remain proactive in communicating this as a consumer
responsibility via the trifold we provide at the time of purchase. We offer the
best value prices for the product we show and we have always charged the
service of delivery as a separate fee from the product itself to remain as
transparent as possible to all of our customers in (currently 64 stores) all of
our locations.
In regards to the bed delivery
time we encourage the customer to provide us with further evidence as to how
they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.
We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only
one special exception for a slot called ‘breakfast with bobs’ which is still a
three hour estimated window for arrival so the automated contact the customer
should have received from us would have detailed either ‘ 6:30am -10:30am’ or
6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,
and we have record of speaking with the customer at 8:08am. By all information
I can locate we arrived within our slated time frame window for this delivery.
We did not deny requesting what our department refers to as a “Go – Back”
request for this missed delivery. The
account indicates that the customer was unable to provide a representative to
be at the residence to wait for the team to return to that stop. Again in every
effort to remain as transparent as possible with our customers we (in the
Customer Care Office) are working in an office and we are not on the physical
truck that has the furniture. It is inappropriate to provide a customer with a
possible time frame that the team may return in as we do not know this to be
correct information. There are thousands of events that could occur to delay
the team returning to the stop they already arrived to and these events remain
beyond the control of our business. While I understand the customer’s
frustration and their inability to wait for a team to return with no estimated
timeframe- we require someone 18 years or older to be confirmed at the
residence all day so there is no chance of us returning to miss the customer
again. We certainly want to deliver any and all product that is on the truck as
returning product can not be sold as new merchandise any failure in not delivering
results in nearly a total loss for our business.
The customer’s account further
confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015
and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the
customer was re-issued and emailed information regarding their $75.00 gift card
inquiry.
We remain very sorry for the poor
impression this customer has of our business and relay that we have multiple
cash and carry items within our outlet or showroom locations that the customer
can purchase and take with them for $75.00 or under.
At this time the sale for the bed has
been fully canceled and all refunds or gift card re-issue concerns have been
resolved per our records.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 delivered
April 2012. At the time the sale was
created the customer purchased [redacted]
This gave the customer 5 years of protection for accidental damages
through [redacted] This
merchandise came with a standard one year warranty for manufacturing
defects. The warranty for manufacturing
defects expired April 2013, almost 3.5 years ago.
A service tech from Bob’s was sent to the
home on 8.25.16 for the purpose of replacing slats. The customer had reported to us that there
were cracked slat supports. This is something
a tech would be able to replace from stock parts on this van. The tech was then shown the sectional
damages, this damage we had already informed the customer we would not be able
to offer any resolution on. The tech
looked at the bed damage, it was a cracked rail, not something a tech would be
able to fix or replace.
I see that this customer had tried to
submit a claim to [redacted] in October 2015.
They reported many damages at the same time. These reports did not follow [redacted]
policy for reporting damages. All
damages must be reported within 30 days of occurring, and the customer must be
able to give details of how the accident occurred and who caused it. None of the reported damages were reported
with these details.
We would expect that any consumer investing
in a protection plan would make themselves familiar with the details of that
plan. This plan clearly shows that it
covers accidental damages, please see attached flyer the customer was given at
time of purchase.
I can not speculate on a conversation that
took place between the customer and the salesperson over four years ago. I know the training our salespeople are
given, and I know the flyer would have been given to the customer with their
copy of the sales order.
This customer has already been given a
courtesy Best Effort service to see if there were any repairable damages. The tech was not able to repair the multiple
cracks and tears. We have no other
options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good
Afternoon Revdex.com,
I
apologize that [redacted] found our offer for a further form of apology insufficient
and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she
choose to provide us with another chance in the future.
In regards
to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a
certain person’s credit card was used to pay for this purchase. The Bobs
Discount Furniture record that we have for this sales order is under [redacted]’s
full name and not [redacted]’s. My comment
was intended to explain an offer of electronically processing the gift card to “[redacted]’s
Account” as [redacted] is who we could consider the sole owner of this customer
number.
I am deeply
saddened to learn of the tragedy that [redacted] cites she has recently endured and
ask that you please pass on my personal sympathies to her during this time. I
assure [redacted] that it was never our intention to cause her more stress during
this sale and that we have taken the appropriate steps internally to rectify
the lack of care and empathy [redacted] stated she received while seeking
resolution for our failures.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I am very sorry for the failures that our customer
has had to endure based off of our errors. We expect all of our professionals
to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’
are honored. We anticipate the agreements with our customer during their time
of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to
our attention so we may have the opportunity to address the obvious coaching
concerns we have. I assure this customer that Bobs Discount Furniture cares
very much for his concerns and our intention was never to create inconvenience
for him during his Bobs experience.
Bob’s prides itself on providing
our customer quality service and the best value product for the price. Our
primary focus is on ‘Making It Right’ so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further
reflects that the dresser we planned to ship to him today was damaged during
transit and we spoke with him earlier today to schedule a new delivery date of
8.26.2014 to resolve the current concern with that specific item. Again,
certainly not our intention to take up more of [redacted]’s and his wife’s valuable time
and we thank him for his extreme patience with us while we work to make our
failures right by him.
While it is not normal procedure to do so, I
recognize that we have caused our customer a great deal of inconvenience. For
that reason, I have made a note that once we have made everything right, we
will review this customer’s account to determine if further action should to be
taken. Please advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with them. If our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any, further
resolution will be offered at that time.
I genuinely apologize again for the impression our
customer has been left with of our business.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison