As of 9.30.2015 a representative from our Customer Care
Office spoke with the customer and confirmed the processed resolution for this
concern.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the protection plan for the merchandise
purchased from Bob’s. I see that this
purchase was made in May 2012 and at that time the customer purchased the
option of [redacted].
The protection plan is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The purchase came with a one year warranty for manufacturing
defects that year expired over three years ago.
It does come with limited lifetime of Best Effort service. While the merchandise is in the same location
it was delivered to we will send out technician free of charge to repair any
issues he is able, this does not include any parts. We did send the tech to the home
7.5.16. He was able to repair one of the
reported issues at that time.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over a year ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over four years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
Offering to cancel and refund any [redacted] Plan is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We will offer
this customer a gift card in the amount they paid for the [redacted]. If this customer accepts this offer we will
process the request for a $200.00 gift card.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our...
return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our service and refund policies.
For power beds it is necessary for the function of the bed, to have the
mattress overhang the foundation when the bed is flat. When you raise the head and the foot of the
bed the overhand significantly disappears.
If the pieces lined up in the flat position, when you raise the head, it
would be too narrow. We certainly
apologize if the customer was given misinformation on this. Our floor models and our website both clearly
depict this overhang. Please see
attached photos.
If this customer disputes this further they can submit
photos directly to the Revdex.com mediation service.
We would not be offering any recourse on a bed that is up to
manufacturing standards. I see we had
set up a tech to go to the home on 3/29/16 and unfortunately the customer
advised they were looking for an exchange, not a service. If the service tech had been allowed to see
the bed and take photos, he would have been able to advise if there were any
errors in this bed order.
Please pass on our sincere apology to this customer for
the conduct of the delivery team in the home.
We do expect our teams to conduct themselves in a professional manner
when in a customer’s home. We do not
expect that they will cause damage to a customer’s property. The property claim has been submitted and the
depot will be following up with the customer directly. [redacted] out of Billerica will be contacting the
customer to address these concerns.
We can certainly offer to compensate this customer for
all of the inconveniences and miscommunications that have transpired. Once the issue with the bed has been settled
we can review the account and advise the customer on what we are able to
offer.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
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 have placed a call to Bob's furniture and scheduled the appointment for delivery of the new tables and pick up of the current tables.
Thank you so much for your help!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry that this...
customer is having this
issue using the [redacted]. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the [redacted]. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-5 business days to the email
address on this Revdex.com complaint.
size="3">
Please pass on our apologies for any disappointment
this customer is experiencing with the protection plan purchased in 2012 or the
service they have received from our offices.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, email address, and address
provided here and can only access a sales order that was recently delivered on
04.04.2015 (this sales order includes no dining room set).
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers/purchaser name(s) that may bring up their account
records for this dining room set.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards, ...⇄ />
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have photos of the piece the inspector ripped out and the piece it self. I called [redacted] a week and a half later because I was told from the inspector it takes about 2 weeks for my paperwork to be processed and told [redacted] what the inspector did. they have it all on record. I want a full refund including tax and delivery and the charge of the warranty for the TV chest since he was not suppose to touch any of my furniture. He lied on my paperwork so I would not be covered for anything because of his doing along with some defects in some of the other furniture for the bedroom set. if this matter can not be settled I will be getting a lawyer and suing the inspector that came on august 16, 2016 along with suing bobs and [redacted]. How do you have people like that working for you. he is a liar and broke my furniture whether the drawer was opening or not. He pulled my drawer out of the TV chest and ripped out the whole right side of my panel that was attached to the wood. Your company are liars and thieves and if this is not settled you will be hearing from my lawyer and then I will be getting the money back for my whole bedroom set.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
on September 20, 2013 and at that time the customer purchased the option of
[redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can see in [redacted] site that this claim was denied due
to it not being called into them as an accident. The report was called in to them as “customer
is unsure what caused damage, believes it is wear and tear from use.” This is obviously not an accident. We would never recommend someone to give a
false report to [redacted], we also would not expect them to cover damage that
was not stemming from an accident. [redacted]
reported the damage to us as damage done by a dog’s nails. This would be considered preventable, that is
why [redacted] does not cover pet nail damage.
If you would be willing to submit photos through the Revdex.com
mediation site to show clearly where the damage is we will review and see if we
can order a part to correct the issue.
This particular set does have some fabric parts available. Please submit at least 3 photos of the
damage. I close up of damage, 1 12-14”
away, with these I can see which cushion and also if it would be repairable by
one of our tech, if parts are not available.
1 more photo from a few feet away so I can confirm that the part would
be for the correct set and match color and pattern.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Morning Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture. Bobs representatives
did not at any time contact relatives regarding payments, we would have no
knowledge of the details of the contract fulfillment, as [redacted] is not part of
Bobs.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
As for any issues with the
assembly, we did address all issues as they were presented to us. It is Bob’s policy to ask for photos when a
customer is reporting any issues after the 3 day window. It is not reasonable to expect that if you
call a business with an issue after 1:00 pm for missing parts, that a company
will be able to have a technician with those parts to your home the same
day. We do have this part in stock and
if the customer would like to provide an address, we would be happy to ship him
the correct hardware.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I have
contacted [redacted] today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address). I am very sorry for the
frustrations [redacted] has endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with.
I
eagerly await [redacted] contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to this customer for the delay in having
the set delivered. I see in the account
the set was paid off 2/17/16 and at that time the store sent an addon request
to ask the delivery be scheduled for 2/27/16.
This route was already full, so the store sent a request to have this
customer added to an existing route. There
may have been miscommunication there, it should have been clearly explained
that it was a request; the customer was never scheduled for 2/27/16 as the
route was full I believe the store felt that the addon would be accepted and
the customer would have no further issues.
Then we called the customer to advise we were unable to addon to this
route, as it would have put the team over Department of Transportation
regulated hours. There was no issue with
merchandise availability; there was an issue with the date requested for the
delivery. The store then tried again to
have it added to the route for 2/27/16, it was again declined for the same
reason. They should have again clearly
stated to the customer that this is only a request. We do these requests often as customers do
reschedule deliveries, and spots open up on set routes.
I do see at this time the customer is scheduled for
3/2/16 as the first delivery of the day.
We certainly understand how frustrating this experience
must be for the customer. We are
customer’s, when not at work, as well and would not appreciate any business
wasting our time or making us feel ignored, or unacknowledged.
I would like to offer to compensate this customer for
the aggravation we have caused. I would
like to offer the customer a gift card in the amount of $100. We have some wonderful take with items in
every store. We have a large selection
of lamps, statues, wall hangings and other accessories.
I understand the added frustration that this is for a
child. I can imagine that there was anticipation
and excitement for this delivery. I hope
that being able to go in and shop with this gift card will alleviate some of
that disappointment.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the issues presented
on this customer’s complaint. We
understand that this customer is frustrated with the experience they have had
with Bob’s, there are a few inconsistencies from what has been reported and
what we see in the account.
When merchandise is refused by a customer
it does go through an inspection upon returning to our warehouse. The merchandise from the first delivery came
back and was found to have a large scuff on the sofa. There were no other damages reported from
re-inspection. While I would never
expect a customer to accept and keep damaged merchandise such as this, the rest
of the delivery could have been accepted.
The service technician scheduled to come to
the home on 7.30.16 was scheduled with an estimated timeframe of 11:30am to
1:30pm. He arrived at 1:50 and departed
at 2:10. He was 20 minutes later then
the estimated timeframe that was given.
We do sincerely apologize for any
misconduct on the delivery team in the home.
We do expect that our teams will conduct themselves in a professional
manner at all times. If this team did
not follow that policy, that absolutely reflects on Bob’s and we are very sorry
for that unprofessionalism.
We did offer compensation for the issues
the customer has addressed. This
compensation offer was accepted in February 2016.
We are very sorry for the concerns this
customer has presented. On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy. We would fully expect
that each consumer does read the sales order they are signing. Attached please
find a copy of this customer’s sales order for their reference. It does state you may request a refund at any
time up until the time we deliver or the customer picks up.
We are sorry we are not able to accommodate
this customer request for a refund. We
do have a reselection credit in the system for the Sofa and Chair. This customer is encouraged to visit the
store location of their choice and see if they might find merchandise more to
their liking.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Afternoon [redacted]
I sincerely apologize for the
inconvenience the availability of your part order has caused you. I can
understand your frustration. I truly wish we could have gotten this
merchandise to you sooner.
Parts are ordered directly from
the vendor, they are not something we keep in stock. This particular vendor does have an estimated
ship time of 42 days. As we do not
manufacture merchandise ourselves, we are forced to rely on our vendors to ship
parts when necessary. I am not aware why
the vendor has been delayed in shipping this part out. I see the part was paid for at the end of
January. You should have received it
middle to late March under those guidelines.
Due to the extreme delay in the
part purchase, I am refunding half of the price of the part to your [redacted]
account. Please see attached the copy of
the refund that I processed.
Also the part is being shipped
directly to you from the manufacturer.
They have provided us with the [redacted] tracking number of [redacted]
for your records.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect. If there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and can
advise the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
We are very sorry for any confusion that has been rendered as a
result of the conversations held with our agents. During the time of sale (in
OCT of 2014) we sold and delivered this customer the exact model of furniture
that we displayed, disclosed (there is a placard of material makeup in front of
each living room on our sales floors) and I am assuming sat on by the customer.
Sometime after the customer took possession of this merchandise
the vendor and most of the furniture industry in its entirety (not Bobs
Discount Furniture directly) decided to start manufacturing living room seats
with the inclusion of memory foam and not just high density foam. We were
advised by many of our vendors that they would be sending new sets with this
memory foam seating and then our floor models were swapped out. There is absolutely
no reason why a memory foam seat would “sag” and high density foam would not “sag”.
If there is "sagging" present in the merchandise that shouldn’t be it
is most likely related to a factory defect and not the specific type of foam
that is used. Our business has been selling sets and carrying warranties on
high density foam seats for over twenty years. There are literally millions of
customer around the United States that maintain high density foam cores with no
factory defect present in their living room furniture. Again, our business does
not deceive our customers and this consumer was delivered the exact model
selected during their time of purchase.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
The customer is able to receive one of the following options for
resolution and is asked to contact our Customer Care Call Center ([redacted])
when they are ready to move forward with resolving their concern:
-
We will ship new seating (as the vendor makes
the set with memory foam now, of
course the customer can expect to receive memory foam seats)
OR
-
We will exchange the set for a factory fresh
version (as the vendor makes the set with memory foam now, of course the customer can expect to receive memory foam
seats)
OR
-
The customer will be provided with a store
credit (based on purchase price) and given a timeline of two months to re visit
our showroom and pick out a set that they believe will better suit their
standards.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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]
size="3">
We do apologize sincerely that our customer has experienced multiple
concerns with a defective product.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
As indicated in our Service Policy (listed on the customer’s
invoice and commonly signed by the consumer prior to leaving our store) we will
replace an affected item or offer a reselection to our customer. The customer
is choosing not to reselect to an alternate item and in this case we are
willing to work outside of policy in an effort to meet our customer in a fair
and adequate manner.
We have created the paperwork necessary to pick up the merchandise
(less the bed protector), refund the cost of special order fee, and the price
paid towards insurance on the merchandise. The original delivery fee charged and
the bed protector (for health reasons) are non refundable. We feel that this
offer is fair and adequate as we have other options for resolution in place to
best benefit our customer however the customer is demanding that we make an
exception for them as an individual.
The customer’s refund can be fully processed back to them once the
merchandise has been removed from the home and checked into our inventory
system (this can take 24-48 business hours after pickup), regretfully our accounting
system will not allow for a refund to be processed any sooner and this is one
of the main reasons we recommended selecting a different product so that there
is no loss of actual furniture in the home.
We apologize again for any and all inconveniences the product’s
failures have caused our customer and ask that the customer contact us directly
to schedule a date for removal of the merchandise (less the bed protector). The
paperwork will remain active in our system for two months and we look forward
to hearing from our customer so that we can move forward with scheduling the
return date and get this process started.
Customer Care Office
1800-569-1284
Mon- Sat: 6:30a -8:00p
Sunday: 10:30a – 7:00pm
Complaint: [redacted]
I am rejecting this response because:
I contacted Mrs. [redacted] on 4/30/2014 and left her a message.
On 5/2/2014 Mrs. [redacted] called me back to offer her apologizes over the fact that I had to put a complaint against her business in order for someone to take interest.
After 20 minutes of dialog she offered to refund me my money, which is exactly what they have always done.
As I stated in my original complaint, this company never intended on providing the merchandise that they offered.
If it would not be for my credit card company stepping in and returning my money, I would be with out the merchandise and my money.
This company is a fraud . They use bait and switch tactics and do not care about their customer.
Furthermore their customer service department, if you can call it that is a joke.
Please look into their business practices and stop them form doing this to other unsuspecting customers.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">I have read the customer’s concerns and I am able to offer
as a courtesy to cover the cost on the Goof Proof insurance on the new
order. I do believe after reviewing the
customer’s account this would be the only recourse we could offer at this
time. I have updated the order to show
that the [redacted] sectional that is scheduled to be delivered on 2/12/16 has the
insurance coverage.
Please express our deepest apologizes to this customer; with
the new delivery we hope we can redeem ourselves to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I
apologize that you are so unsatisfied with the product you purchased from Bobs
Discount Furniture. I do understand how aggravating this concern is and I assure
you that Bobs truly wishes to help every customer who has a concern.
Our
records reflect that you received this set on 6.01.2011 and had not made us
aware of any concerns until 2.01.2014. Upon visiting your home on 2.12.2014 our
technician determined that the drawers breaking on the bottom are a result of
overstuffing them for an extended period of time. This is considered wear and
tear damage and there is no warranty coverage offered by Bobs or Goof Proof for
damage of this nature. I am so sorry that we failed you in referring you to
Goof Proof for coverage, that is our fault and we have already begun addressing
the training concerns we have with the agent you spoke with. I thank you for
bringing this failure to our attention.
As
a courtesy we can offer to place an order for parts on your behalf. We can
order you a new top drawer to your dresser and a new bottom drawer for your
chest, as these are the drawers reflected in the technician’s report as having
concerns. Should you accept this part order the approximate shipping time to
you would be around 10-12 weeks as the vendor who manufactures your dresser and
chest is located overseas.
I
will await your response prior to placing this order for parts, please respond
as I am keen on helping you resolve your complaint.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,...
As of 9.30.2015 a representative from our Customer Care
Office spoke with the customer and confirmed the processed resolution for this
concern.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the protection plan for the merchandise
purchased from Bob’s. I see that this
purchase was made in May 2012 and at that time the customer purchased the
option of [redacted].
The protection plan is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The purchase came with a one year warranty for manufacturing
defects that year expired over three years ago.
It does come with limited lifetime of Best Effort service. While the merchandise is in the same location
it was delivered to we will send out technician free of charge to repair any
issues he is able, this does not include any parts. We did send the tech to the home
7.5.16. He was able to repair one of the
reported issues at that time.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over a year ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over four years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
Offering to cancel and refund any [redacted] Plan is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We will offer
this customer a gift card in the amount they paid for the [redacted]. If this customer accepts this offer we will
process the request for a $200.00 gift card.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our...
return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our service and refund policies.
For power beds it is necessary for the function of the bed, to have the
mattress overhang the foundation when the bed is flat. When you raise the head and the foot of the
bed the overhand significantly disappears.
If the pieces lined up in the flat position, when you raise the head, it
would be too narrow. We certainly
apologize if the customer was given misinformation on this. Our floor models and our website both clearly
depict this overhang. Please see
attached photos.
If this customer disputes this further they can submit
photos directly to the Revdex.com mediation service.
We would not be offering any recourse on a bed that is up to
manufacturing standards. I see we had
set up a tech to go to the home on 3/29/16 and unfortunately the customer
advised they were looking for an exchange, not a service. If the service tech had been allowed to see
the bed and take photos, he would have been able to advise if there were any
errors in this bed order.
Please pass on our sincere apology to this customer for
the conduct of the delivery team in the home.
We do expect our teams to conduct themselves in a professional manner
when in a customer’s home. We do not
expect that they will cause damage to a customer’s property. The property claim has been submitted and the
depot will be following up with the customer directly. [redacted] out of Billerica will be contacting the
customer to address these concerns.
We can certainly offer to compensate this customer for
all of the inconveniences and miscommunications that have transpired. Once the issue with the bed has been settled
we can review the account and advise the customer on what we are able to
offer.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
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 have placed a call to Bob's furniture and scheduled the appointment for delivery of the new tables and pick up of the current tables.
Thank you so much for your help!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry that this...
customer is having this
issue using the [redacted]. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the [redacted]. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-5 business days to the email
address on this Revdex.com complaint.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies for any disappointment
this customer is experiencing with the protection plan purchased in 2012 or the
service they have received from our offices.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, email address, and address
provided here and can only access a sales order that was recently delivered on
04.04.2015 (this sales order includes no dining room set).
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers/purchaser name(s) that may bring up their account
records for this dining room set.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have photos of the piece the inspector ripped out and the piece it self. I called [redacted] a week and a half later because I was told from the inspector it takes about 2 weeks for my paperwork to be processed and told [redacted] what the inspector did. they have it all on record. I want a full refund including tax and delivery and the charge of the warranty for the TV chest since he was not suppose to touch any of my furniture. He lied on my paperwork so I would not be covered for anything because of his doing along with some defects in some of the other furniture for the bedroom set. if this matter can not be settled I will be getting a lawyer and suing the inspector that came on august 16, 2016 along with suing bobs and [redacted]. How do you have people like that working for you. he is a liar and broke my furniture whether the drawer was opening or not. He pulled my drawer out of the TV chest and ripped out the whole right side of my panel that was attached to the wood. Your company are liars and thieves and if this is not settled you will be hearing from my lawyer and then I will be getting the money back for my whole bedroom set.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
on September 20, 2013 and at that time the customer purchased the option of
[redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can see in [redacted] site that this claim was denied due
to it not being called into them as an accident. The report was called in to them as “customer
is unsure what caused damage, believes it is wear and tear from use.” This is obviously not an accident. We would never recommend someone to give a
false report to [redacted], we also would not expect them to cover damage that
was not stemming from an accident. [redacted]
reported the damage to us as damage done by a dog’s nails. This would be considered preventable, that is
why [redacted] does not cover pet nail damage.
If you would be willing to submit photos through the Revdex.com
mediation site to show clearly where the damage is we will review and see if we
can order a part to correct the issue.
This particular set does have some fabric parts available. Please submit at least 3 photos of the
damage. I close up of damage, 1 12-14”
away, with these I can see which cushion and also if it would be repairable by
one of our tech, if parts are not available.
1 more photo from a few feet away so I can confirm that the part would
be for the correct set and match color and pattern.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good...
Morning Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture. Bobs representatives
did not at any time contact relatives regarding payments, we would have no
knowledge of the details of the contract fulfillment, as [redacted] is not part of
Bobs.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
As for any issues with the
assembly, we did address all issues as they were presented to us. It is Bob’s policy to ask for photos when a
customer is reporting any issues after the 3 day window. It is not reasonable to expect that if you
call a business with an issue after 1:00 pm for missing parts, that a company
will be able to have a technician with those parts to your home the same
day. We do have this part in stock and
if the customer would like to provide an address, we would be happy to ship him
the correct hardware.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
I have
contacted [redacted] today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address). I am very sorry for the
frustrations [redacted] has endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with.
I
eagerly await [redacted] contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to this customer for the delay in having
the set delivered. I see in the account
the set was paid off 2/17/16 and at that time the store sent an addon request
to ask the delivery be scheduled for 2/27/16.
This route was already full, so the store sent a request to have this
customer added to an existing route. There
may have been miscommunication there, it should have been clearly explained
that it was a request; the customer was never scheduled for 2/27/16 as the
route was full I believe the store felt that the addon would be accepted and
the customer would have no further issues.
Then we called the customer to advise we were unable to addon to this
route, as it would have put the team over Department of Transportation
regulated hours. There was no issue with
merchandise availability; there was an issue with the date requested for the
delivery. The store then tried again to
have it added to the route for 2/27/16, it was again declined for the same
reason. They should have again clearly
stated to the customer that this is only a request. We do these requests often as customers do
reschedule deliveries, and spots open up on set routes.
I do see at this time the customer is scheduled for
3/2/16 as the first delivery of the day.
We certainly understand how frustrating this experience
must be for the customer. We are
customer’s, when not at work, as well and would not appreciate any business
wasting our time or making us feel ignored, or unacknowledged.
I would like to offer to compensate this customer for
the aggravation we have caused. I would
like to offer the customer a gift card in the amount of $100. We have some wonderful take with items in
every store. We have a large selection
of lamps, statues, wall hangings and other accessories.
I understand the added frustration that this is for a
child. I can imagine that there was anticipation
and excitement for this delivery. I hope
that being able to go in and shop with this gift card will alleviate some of
that disappointment.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the issues presented
on this customer’s complaint. We
understand that this customer is frustrated with the experience they have had
with Bob’s, there are a few inconsistencies from what has been reported and
what we see in the account.
When merchandise is refused by a customer
it does go through an inspection upon returning to our warehouse. The merchandise from the first delivery came
back and was found to have a large scuff on the sofa. There were no other damages reported from
re-inspection. While I would never
expect a customer to accept and keep damaged merchandise such as this, the rest
of the delivery could have been accepted.
The service technician scheduled to come to
the home on 7.30.16 was scheduled with an estimated timeframe of 11:30am to
1:30pm. He arrived at 1:50 and departed
at 2:10. He was 20 minutes later then
the estimated timeframe that was given.
We do sincerely apologize for any
misconduct on the delivery team in the home.
We do expect that our teams will conduct themselves in a professional
manner at all times. If this team did
not follow that policy, that absolutely reflects on Bob’s and we are very sorry
for that unprofessionalism.
We did offer compensation for the issues
the customer has addressed. This
compensation offer was accepted in February 2016.
We are very sorry for the concerns this
customer has presented. On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy. We would fully expect
that each consumer does read the sales order they are signing. Attached please
find a copy of this customer’s sales order for their reference. It does state you may request a refund at any
time up until the time we deliver or the customer picks up.
We are sorry we are not able to accommodate
this customer request for a refund. We
do have a reselection credit in the system for the Sofa and Chair. This customer is encouraged to visit the
store location of their choice and see if they might find merchandise more to
their liking.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good...
Afternoon [redacted]
I sincerely apologize for the
inconvenience the availability of your part order has caused you. I can
understand your frustration. I truly wish we could have gotten this
merchandise to you sooner.
Parts are ordered directly from
the vendor, they are not something we keep in stock. This particular vendor does have an estimated
ship time of 42 days. As we do not
manufacture merchandise ourselves, we are forced to rely on our vendors to ship
parts when necessary. I am not aware why
the vendor has been delayed in shipping this part out. I see the part was paid for at the end of
January. You should have received it
middle to late March under those guidelines.
Due to the extreme delay in the
part purchase, I am refunding half of the price of the part to your [redacted]
account. Please see attached the copy of
the refund that I processed.
Also the part is being shipped
directly to you from the manufacturer.
They have provided us with the [redacted] tracking number of [redacted]
for your records.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect. If there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and can
advise the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We are very sorry for any confusion that has been rendered as a
result of the conversations held with our agents. During the time of sale (in
OCT of 2014) we sold and delivered this customer the exact model of furniture
that we displayed, disclosed (there is a placard of material makeup in front of
each living room on our sales floors) and I am assuming sat on by the customer.
Sometime after the customer took possession of this merchandise
the vendor and most of the furniture industry in its entirety (not Bobs
Discount Furniture directly) decided to start manufacturing living room seats
with the inclusion of memory foam and not just high density foam. We were
advised by many of our vendors that they would be sending new sets with this
memory foam seating and then our floor models were swapped out. There is absolutely
no reason why a memory foam seat would “sag” and high density foam would not “sag”.
If there is "sagging" present in the merchandise that shouldn’t be it
is most likely related to a factory defect and not the specific type of foam
that is used. Our business has been selling sets and carrying warranties on
high density foam seats for over twenty years. There are literally millions of
customer around the United States that maintain high density foam cores with no
factory defect present in their living room furniture. Again, our business does
not deceive our customers and this consumer was delivered the exact model
selected during their time of purchase.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
The customer is able to receive one of the following options for
resolution and is asked to contact our Customer Care Call Center ([redacted])
when they are ready to move forward with resolving their concern:
-
We will ship new seating (as the vendor makes
the set with memory foam now, of
course the customer can expect to receive memory foam seats)
OR
-
We will exchange the set for a factory fresh
version (as the vendor makes the set with memory foam now, of course the customer can expect to receive memory foam
seats)
OR
-
The customer will be provided with a store
credit (based on purchase price) and given a timeline of two months to re visit
our showroom and pick out a set that they believe will better suit their
standards.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
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]
Good Morning Revdex.com,
size="3">
We do apologize sincerely that our customer has experienced multiple
concerns with a defective product.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
As indicated in our Service Policy (listed on the customer’s
invoice and commonly signed by the consumer prior to leaving our store) we will
replace an affected item or offer a reselection to our customer. The customer
is choosing not to reselect to an alternate item and in this case we are
willing to work outside of policy in an effort to meet our customer in a fair
and adequate manner.
We have created the paperwork necessary to pick up the merchandise
(less the bed protector), refund the cost of special order fee, and the price
paid towards insurance on the merchandise. The original delivery fee charged and
the bed protector (for health reasons) are non refundable. We feel that this
offer is fair and adequate as we have other options for resolution in place to
best benefit our customer however the customer is demanding that we make an
exception for them as an individual.
The customer’s refund can be fully processed back to them once the
merchandise has been removed from the home and checked into our inventory
system (this can take 24-48 business hours after pickup), regretfully our accounting
system will not allow for a refund to be processed any sooner and this is one
of the main reasons we recommended selecting a different product so that there
is no loss of actual furniture in the home.
We apologize again for any and all inconveniences the product’s
failures have caused our customer and ask that the customer contact us directly
to schedule a date for removal of the merchandise (less the bed protector). The
paperwork will remain active in our system for two months and we look forward
to hearing from our customer so that we can move forward with scheduling the
return date and get this process started.
Customer Care Office
1800-569-1284
Mon- Sat: 6:30a -8:00p
Sunday: 10:30a – 7:00pm
Complaint: [redacted]
I am rejecting this response because:
I contacted Mrs. [redacted] on 4/30/2014 and left her a message.
On 5/2/2014 Mrs. [redacted] called me back to offer her apologizes over the fact that I had to put a complaint against her business in order for someone to take interest.
After 20 minutes of dialog she offered to refund me my money, which is exactly what they have always done.
As I stated in my original complaint, this company never intended on providing the merchandise that they offered.
If it would not be for my credit card company stepping in and returning my money, I would be with out the merchandise and my money.
This company is a fraud . They use bait and switch tactics and do not care about their customer.
Furthermore their customer service department, if you can call it that is a joke.
Please look into their business practices and stop them form doing this to other unsuspecting customers.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">I have read the customer’s concerns and I am able to offer
as a courtesy to cover the cost on the Goof Proof insurance on the new
order. I do believe after reviewing the
customer’s account this would be the only recourse we could offer at this
time. I have updated the order to show
that the [redacted] sectional that is scheduled to be delivered on 2/12/16 has the
insurance coverage.
Please express our deepest apologizes to this customer; with
the new delivery we hope we can redeem ourselves to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
I
apologize that you are so unsatisfied with the product you purchased from Bobs
Discount Furniture. I do understand how aggravating this concern is and I assure
you that Bobs truly wishes to help every customer who has a concern.
Our
records reflect that you received this set on 6.01.2011 and had not made us
aware of any concerns until 2.01.2014. Upon visiting your home on 2.12.2014 our
technician determined that the drawers breaking on the bottom are a result of
overstuffing them for an extended period of time. This is considered wear and
tear damage and there is no warranty coverage offered by Bobs or Goof Proof for
damage of this nature. I am so sorry that we failed you in referring you to
Goof Proof for coverage, that is our fault and we have already begun addressing
the training concerns we have with the agent you spoke with. I thank you for
bringing this failure to our attention.
As
a courtesy we can offer to place an order for parts on your behalf. We can
order you a new top drawer to your dresser and a new bottom drawer for your
chest, as these are the drawers reflected in the technician’s report as having
concerns. Should you accept this part order the approximate shipping time to
you would be around 10-12 weeks as the vendor who manufactures your dresser and
chest is located overseas.
I
will await your response prior to placing this order for parts, please respond
as I am keen on helping you resolve your complaint.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison