Good Morning Revdex.com,
I am uncertain as to whom the customer is referring to in
their response as “you guys”. As the Revdex.com
discloses during the filing of any claim, the Revdex.com offers a valuable mediation
channel for both a business and a consumer alike.
Since our first response to this claim we have clearly
outlined what we are doing to resolve this customer’s concern (beyond the
policy this consumer fully agreed to at the time of sale).
Our last response contained an upgraded offer that again
placed the customer’s needs before those of our business. We continue to
maintain that the resolution offers we have in place are fairly weighed out in
the customer’s favor.
As indicated previously:
In
a final attempt to appease:
We will upgrade our reselection offer to
validate a Bobs Discount Furniture Store Credit that reflects 100% the cost
paid for the current sofa and loveseat in the home. We will also to cover the
cost of delivering the new merchandise the customer selects and provide a Bobs
Discount Furniture Store Credit for the amount they paid us for the Goof Proof
Plus program.
At this time this is a generous offer from a retailer seeking to truly solve
our customers concern via the life-force of your mediation channel. We are
doing more than what is required of us as the retailer and again stand behind
the fact that we have put forth fair and adequate offers for resolution that
consider our customer’s needs above that of our business.
We do hope the customer can see the value in our upgraded offer and of course
if they would prefer to move forward with the rescheduling of the newly
selected loveseat we are happy to honor that request instead.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our apologies to the
customer for the disappointment they are experiencing with the product and for
the lack of care they feel their concern is being addressed with.
We provide a ‘natural characteristics’
poster in our stores that describes the likely and expected traits for this
type of product. I have attached this document for Revdex.com and consumer’s review
for this claim.
When the customer initially reported
their concern we believed the report indicated a disappointment with the
natural characteristics of this piece therefore we offered a one time courtesy
exchange. Now after the second table delivery we still believe the customer is
communicating a disappointment with the natural characteristics of the item. In
an effort to please the customer we provided the option to them of picking a
different product (not made with stone) that may suit their expectations
better. As a business we must take into consideration that with this offer we
are now agreeing to remove another table that has nothing structurally wrong
with it due to customer preference. In all fairness our business did not fail
our customer in delivering adequate product that is up to the manufacturing
standards of the piece. As a retailer we also took proactive action to make the
consumer aware of what should be expected of this piece prior to the initial
sale being completed (by displaying the stone poster information in location).
If the customer still wishes to make a
reselection on the table because they are unhappy with the natural character of
this item we will agree, as another courtesy, to waive the new delivery fee associated
with the reselection.
If the customer disputes this response
because they truly believe their table is structurally damaged they are welcome
to send thru photos of these damages and we will review these pictures with our
Service Management Team to see if any further resolution offer should be made
off of the current table top in the home.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframe. When you look at the furtuniture in the showroom, you are looking at pieces that are already put together. There is a foundation and mattress on top of the frame so the customer does not see what the frame looks like. The sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/4 thick pieces of wood. We were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two years. Nor were we advised that there was an option to add or change pieces of the frame. While I understand that Bobs feels this sufficent the quality of the frame is questionable. Even in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems.
I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years old. The bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on it. We purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of delivery.
As you noted a technician did come and assess the bed as I had a complaint about backpain. The technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than 2 years time.
The quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company.
[redacted]
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customer. We can certainly
understand the customer’s frustration.
We can offer this customer the option of
have the bed assembled during the delivery of the rug on 5/28/16. This has been added to the route in the event
the customer would like it completed at that time.
I tried to call the customer 5/27/16 1:45pm
the voicemail was full and I was not able to leave a message. I have set up the property claim for the
TV. The depot will be reaching out to
the customer regarding this claim. This
company, [redacted], employees the team that made the delivery.
If this customer would like to call in to
customer care regarding the possibility of having someone come out 5/27/16 for
the bed, they can advise when the they are home and we can see if it is
possible to get someone out, or the customer can wait and we can definitely
have this completed when the team delivers the rug.
This customer is absolutely entitled to
compensation for the multiple deliveries, missing merchandise and poor
delivery. We do only offer compensation
one time, once the delivery is completed.
This compensation is offered as a Bob’s Gift Card. I will check back on this customer when I return
to the office Tuesday. If I do not see
that the customer has discussed and accepted compensation I will reach out at
that time to discuss.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old...
bedding with the purchase of new bedding. In the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home. I apologize if this was not explained to you previously as it appears that the situation may have been mishandled on both sides. I understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $25.00 or issue a $50 gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you,[redacted]
Good Afternoon Revdex.com,
I believe that [redacted]’s complaint should be resolved at this
time. I have just finished sending the customer a verification email in regards
to the compensation agreements we made and have completely processed to [redacted]. At
this point I respectfully ask that [redacted] close his complaint or inform me on how
he requires assistance further, I have made it clear to [redacted] on several
occasions that I am always available to directly assist him through my email
address or my direct phone number.
Kind Regards,
[redacted]
Customer Care Corporate Liaison
Bobs Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their purchase experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Rowan to rectify the
situation and reach a satisfactory outcome.
We do want to advise that the sales order that the customer signed at point of purchase
does clearly state that we can provide service under the warranty while the
merchandise is in the service area.
Moving the merchandise outside of service are does nullify the
manufacturing warranty. The damages
reported are not manufacturing defects.
Scratches, dents and scuffs are what we would define as delivery or installation
damages. As this customer picked up the
merchandise and transported it over a thousand miles, we would not be able to
take responsibility for these damages.
Under these circumstances the offer that Rowan made is
very generous and outside of normal policy.
This offer was made as a courtesy to try to make this right for this
customer.
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home...
furnishing needs. I apologize for the merchandise issues and part order delay. I attempted to research your account using the identifying information in your Revdex.com complaint however, I was unsuccessful locating your order. Please forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because: My wife nor I
was not offered compensation from anyone, the technician that came over said
he was only here for the pictures and would submit them to the company, and
that was that. I would have accepted the repair in a minute because this is all
we wanted from the beginning, but we were told in two correspondences no. All Bob
wanted to do is give our money back from the goof proof plus plan. If what you
are saying is true, why didn’t we know about this repair deal? We would gladly
accept the repair deal.
The
copy of the email received
[redacted]
Hello
[redacted],
Regretfully,
Being
that the damage is pet damage we will not be covering the damages, as I stated
if you would like to be refunded for the plan I would be more than happy to do
so.
Sincerely,
Bobs
Discount Furniture
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damaged. I feel that I should be given at least a $300 gift card because I make way more than that a dayat work, and. Excuse of their failure to inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again.
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 refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.
REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
The tech did report to us that there was a malfunction
within the remote, which we replaced, that was the only defect he found. We are sorry if he was not dressed in a
professional manner and that he forgot to put the mattress back onto the
foundation, I am sure if the customer had mentioned it he would have put it
back, it was just an oversight on his part. If the tech had found a manufacturing defect
that was not repairable, we would have offered you the reselection of exchange
as the agent had mentioned. He found no
such issues. Our techs are extremely
well trained and know how to access the merchandise.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
size="3">
I am
very sorry to learn of your disappointment with your [redacted] Plan. I
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denounces. As Bobs Discount Furniture is a
separate company entirely we do not have the authority to overturn [redacted]’s
judgments on claims. I do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off.
In a review of the [redacted] records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claim. It
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the move. This was also not caused by a one time
incident as you allege that several different items were damaged in various
places.
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to prevent. This “accident”
is most likely being viewed as several preventable occurrences by the [redacted] company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the [redacted] company. With any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information.
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new address. I am so sorry that there was any damage
caused to your furniture while you were changing residences.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I was excited to purchase my sleeper sofa at Bobs! That's 'til a month passed by and my new sofa began to sag, and the chaise sectional wouldn't stay attached. I called Bob's and after a discussion with a technician, received new seat cushions and covers. This technician was in such a hurry he completely forgot about the chaise; so that entailed another call.
It's been several months and again I had to call Bob's because my seat cushions have sagged to point that I had to buy seat saver boards in order to actually sit on it. The back pillows have also sagged to a point of no comfort. The technician calls it :"normal wear and tear" and I am honestly at a boiling point trying to understand how that was normal.
I call the customer service line and that was a waste of time and energy. They could care less what you have to say, they just want you to hurry off the phone. Even supervisors were not compliant and all I wanted was for another technician to come evaluate my sleeper sofa, because it was evident that the first one was in a rush.
Please spend a few hundred bucks more and shop elsewhere.
Dear Revdex.com,I called and spoke with Mrs. [redacted], briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the items....
The damage would be considered normal wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs. [redacted] reported to Guardian that one of her grandchildren may have cut it with scissors. I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defect. Mrs. [redacted] understands that the total value of the store credit is $320.24 which includes the recliner (less a 15% usage fee), goof proof and tax. She will be responsible for paying delivery and repurchasing goof proof-if she wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs. [redacted] agreed to accept the offer and said that it was satisfactory to her. The confirmation number for the store credit is [redacted] and it must be redeemed by August 10, 2015.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I do not appreciate it when someone puts words in my mouth and outright lies. I never accepted the offer of the $100 gift card and I would appreciate it if you stopped lying about that.
I don't understand what you mean by not offering discounts on merchandise that is not damaged. Are you saying that defective furniture is not damaged? I cannot assemble two chairs because I was given the incorrect parts. I would consider that damaged because they don't function like they're supposed to.
What do you offer refunds on? Apparently nothing, because how else does someone get furniture to their house...they either pick it up at the store or have it delivered.
Either way there would have been hassle whether I had it delivered or not. You seem to be missing the point. I paid the money upfront and am still left with furniture that's incomplete because it's defective.
I was never happy with the offer. I asked for the partial refund. I spoke to the store manager and was told nothing can be done. I am still not happy with the situation because you're not offering a solution. A $100 gift card does not fix this problem. I will never buy anything from your store again so it is worthless to me. I can send the gift card back to you or you can cancel it yourself.
I am tired of this scam that you're trying to pull by selling people sub-par furniture and not offering solutions.
Sincerely,
[redacted]
Good Afternoon,
We spoke with [redacted], yesterday 7/9/14 and processed the necessary paperwork to exchange the armless recliner on, 7/16/14.
Sincerely,
[redacted]
Good Morning [redacted],
face="Calibri">I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos. I was given a 4 hour window for delivery. I waited the entire time and had to cancel important appts as they were behind the time frame. I looked up on the tracker and it said it was delayed another 2 hours. I called the 800 number in regards to this stating no one had even given a call to say they were going to be behind. I got a run around that the delivery people had gotten lost and were behind. It that is the case the customer NEEDS to be informed. When the delivery people arrived 3 hours late there were 4 men. They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room. I instructed them where things were to go and even suggested what piece should be put in first without them even listening. It took them almost an hour to set up a simple bedroom set with 4 workers. I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged. The customer service rep said that she would debit my debit card 75.00 for the inconvenience and have the mirror replaced. Today makes a week later and still no credit. I called customer service back and the gentleman stated that they issued me a store credit of 75.00 and did not debit my debit card. I asked to speak with a manager and the gentleman kept saying that they would not give me the 75.00 back onto my card. I will never shop with them again.
Morning Revdex.com,
Please pass on our sincerest apologies for the concerns our
customer experienced with the assembly of their product. As a furniture
retailer we maintain a certain amount of trust for the hardware needed to be
included in the packaging that most of the overseas manufacturers send us. We
assure our customer we are just as shocked and disappointed as they are that
the items were unable to be fully assembled during their delivery. On approximately
4,000 deliveries a day this is not a common concern therefore we always anticipate
being able to set up the merchandise as we display it in our showroom.
We take full responsibility for any concerns of failure resulting
in our customer’s disappointment and we fully expect that any hardware our
system reads as “in stock” is shipped and received by the customer within 5-7
business days of the order being processed. We have an in-house parts department that is
permitted to speak with the manufacturers (if needed), however most requests
for missing or incomplete hardware can be arranged and shipped within the time
line stated above. We feel terrible that the customer left their communication
feeling unconfident about our abilities to care for them and pledge to address
the coaching concerns that this communication has presented us with.
In regards to resolution: Our customer has selected to levy this
specific concern thru alternate channels and has been working directly with one
of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this
concern fully resolved.
We encourage our customer to continue to communicate with the
direct contact they have established so we can correct our failure and provide
them with the care they deserve.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
I am uncertain as to whom the customer is referring to in
their response as “you guys”. As the Revdex.com
discloses during the filing of any claim, the Revdex.com offers a valuable mediation
channel for both a business and a consumer alike.
Since our first response to this claim we have clearly
outlined what we are doing to resolve this customer’s concern (beyond the
policy this consumer fully agreed to at the time of sale).
Our last response contained an upgraded offer that again
placed the customer’s needs before those of our business. We continue to
maintain that the resolution offers we have in place are fairly weighed out in
the customer’s favor.
As indicated previously:
In
a final attempt to appease:
We will upgrade our reselection offer to
validate a Bobs Discount Furniture Store Credit that reflects 100% the cost
paid for the current sofa and loveseat in the home. We will also to cover the
cost of delivering the new merchandise the customer selects and provide a Bobs
Discount Furniture Store Credit for the amount they paid us for the Goof Proof
Plus program.
At this time this is a generous offer from a retailer seeking to truly solve
our customers concern via the life-force of your mediation channel. We are
doing more than what is required of us as the retailer and again stand behind
the fact that we have put forth fair and adequate offers for resolution that
consider our customer’s needs above that of our business.
We do hope the customer can see the value in our upgraded offer and of course
if they would prefer to move forward with the rescheduling of the newly
selected loveseat we are happy to honor that request instead.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,...
Please pass on our apologies to the
customer for the disappointment they are experiencing with the product and for
the lack of care they feel their concern is being addressed with.
We provide a ‘natural characteristics’
poster in our stores that describes the likely and expected traits for this
type of product. I have attached this document for Revdex.com and consumer’s review
for this claim.
When the customer initially reported
their concern we believed the report indicated a disappointment with the
natural characteristics of this piece therefore we offered a one time courtesy
exchange. Now after the second table delivery we still believe the customer is
communicating a disappointment with the natural characteristics of the item. In
an effort to please the customer we provided the option to them of picking a
different product (not made with stone) that may suit their expectations
better. As a business we must take into consideration that with this offer we
are now agreeing to remove another table that has nothing structurally wrong
with it due to customer preference. In all fairness our business did not fail
our customer in delivering adequate product that is up to the manufacturing
standards of the piece. As a retailer we also took proactive action to make the
consumer aware of what should be expected of this piece prior to the initial
sale being completed (by displaying the stone poster information in location).
If the customer still wishes to make a
reselection on the table because they are unhappy with the natural character of
this item we will agree, as another courtesy, to waive the new delivery fee associated
with the reselection.
If the customer disputes this response
because they truly believe their table is structurally damaged they are welcome
to send thru photos of these damages and we will review these pictures with our
Service Management Team to see if any further resolution offer should be made
off of the current table top in the home.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframe. When you look at the furtuniture in the showroom, you are looking at pieces that are already put together. There is a foundation and mattress on top of the frame so the customer does not see what the frame looks like. The sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/4 thick pieces of wood. We were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two years. Nor were we advised that there was an option to add or change pieces of the frame. While I understand that Bobs feels this sufficent the quality of the frame is questionable. Even in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems.
I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years old. The bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on it. We purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of delivery.
As you noted a technician did come and assess the bed as I had a complaint about backpain. The technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than 2 years time.
The quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company.
[redacted]
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customer. We can certainly
understand the customer’s frustration.
We can offer this customer the option of
have the bed assembled during the delivery of the rug on 5/28/16. This has been added to the route in the event
the customer would like it completed at that time.
I tried to call the customer 5/27/16 1:45pm
the voicemail was full and I was not able to leave a message. I have set up the property claim for the
TV. The depot will be reaching out to
the customer regarding this claim. This
company, [redacted], employees the team that made the delivery.
If this customer would like to call in to
customer care regarding the possibility of having someone come out 5/27/16 for
the bed, they can advise when the they are home and we can see if it is
possible to get someone out, or the customer can wait and we can definitely
have this completed when the team delivers the rug.
This customer is absolutely entitled to
compensation for the multiple deliveries, missing merchandise and poor
delivery. We do only offer compensation
one time, once the delivery is completed.
This compensation is offered as a Bob’s Gift Card. I will check back on this customer when I return
to the office Tuesday. If I do not see
that the customer has discussed and accepted compensation I will reach out at
that time to discuss.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old...
bedding with the purchase of new bedding. In the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home. I apologize if this was not explained to you previously as it appears that the situation may have been mishandled on both sides. I understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $25.00 or issue a $50 gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you,[redacted]
Good Afternoon Revdex.com,
I believe that [redacted]’s complaint should be resolved at this
time. I have just finished sending the customer a verification email in regards
to the compensation agreements we made and have completely processed to [redacted]. At
this point I respectfully ask that [redacted] close his complaint or inform me on how
he requires assistance further, I have made it clear to [redacted] on several
occasions that I am always available to directly assist him through my email
address or my direct phone number.
Kind Regards,
[redacted]
Customer Care Corporate Liaison
Bobs Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their purchase experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Rowan to rectify the
situation and reach a satisfactory outcome.
We do want to advise that the sales order that the customer signed at point of purchase
does clearly state that we can provide service under the warranty while the
merchandise is in the service area.
Moving the merchandise outside of service are does nullify the
manufacturing warranty. The damages
reported are not manufacturing defects.
Scratches, dents and scuffs are what we would define as delivery or installation
damages. As this customer picked up the
merchandise and transported it over a thousand miles, we would not be able to
take responsibility for these damages.
Under these circumstances the offer that Rowan made is
very generous and outside of normal policy.
This offer was made as a courtesy to try to make this right for this
customer.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home...
furnishing needs. I apologize for the merchandise issues and part order delay. I attempted to research your account using the identifying information in your Revdex.com complaint however, I was unsuccessful locating your order. Please forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because: My wife nor I
was not offered compensation from anyone, the technician that came over said
he was only here for the pictures and would submit them to the company, and
that was that. I would have accepted the repair in a minute because this is all
we wanted from the beginning, but we were told in two correspondences no. All Bob
wanted to do is give our money back from the goof proof plus plan. If what you
are saying is true, why didn’t we know about this repair deal? We would gladly
accept the repair deal.
The
copy of the email received
[redacted]
Hello
[redacted],
Regretfully,
Being
that the damage is pet damage we will not be covering the damages, as I stated
if you would like to be refunded for the plan I would be more than happy to do
so.
Sincerely,
Bobs
Discount Furniture
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damaged. I feel that I should be given at least a $300 gift card because I make way more than that a dayat work, and. Excuse of their failure to inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again.
Sincerely,
[redacted]
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 refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.
REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
The tech did report to us that there was a malfunction
within the remote, which we replaced, that was the only defect he found. We are sorry if he was not dressed in a
professional manner and that he forgot to put the mattress back onto the
foundation, I am sure if the customer had mentioned it he would have put it
back, it was just an oversight on his part. If the tech had found a manufacturing defect
that was not repairable, we would have offered you the reselection of exchange
as the agent had mentioned. He found no
such issues. Our techs are extremely
well trained and know how to access the merchandise.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon [redacted],
size="3">
I am
very sorry to learn of your disappointment with your [redacted] Plan. I
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denounces. As Bobs Discount Furniture is a
separate company entirely we do not have the authority to overturn [redacted]’s
judgments on claims. I do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off.
In a review of the [redacted] records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claim. It
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the move. This was also not caused by a one time
incident as you allege that several different items were damaged in various
places.
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to prevent. This “accident”
is most likely being viewed as several preventable occurrences by the [redacted] company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the [redacted] company. With any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information.
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new address. I am so sorry that there was any damage
caused to your furniture while you were changing residences.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I was excited to purchase my sleeper sofa at Bobs! That's 'til a month passed by and my new sofa began to sag, and the chaise sectional wouldn't stay attached. I called Bob's and after a discussion with a technician, received new seat cushions and covers. This technician was in such a hurry he completely forgot about the chaise; so that entailed another call.
It's been several months and again I had to call Bob's because my seat cushions have sagged to point that I had to buy seat saver boards in order to actually sit on it. The back pillows have also sagged to a point of no comfort. The technician calls it :"normal wear and tear" and I am honestly at a boiling point trying to understand how that was normal.
I call the customer service line and that was a waste of time and energy. They could care less what you have to say, they just want you to hurry off the phone. Even supervisors were not compliant and all I wanted was for another technician to come evaluate my sleeper sofa, because it was evident that the first one was in a rush.
Please spend a few hundred bucks more and shop elsewhere.
Dear Revdex.com,I called and spoke with Mrs. [redacted], briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the items....
The damage would be considered normal wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs. [redacted] reported to Guardian that one of her grandchildren may have cut it with scissors. I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defect. Mrs. [redacted] understands that the total value of the store credit is $320.24 which includes the recliner (less a 15% usage fee), goof proof and tax. She will be responsible for paying delivery and repurchasing goof proof-if she wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs. [redacted] agreed to accept the offer and said that it was satisfactory to her. The confirmation number for the store credit is [redacted] and it must be redeemed by August 10, 2015.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I do not appreciate it when someone puts words in my mouth and outright lies. I never accepted the offer of the $100 gift card and I would appreciate it if you stopped lying about that.
I don't understand what you mean by not offering discounts on merchandise that is not damaged. Are you saying that defective furniture is not damaged? I cannot assemble two chairs because I was given the incorrect parts. I would consider that damaged because they don't function like they're supposed to.
What do you offer refunds on? Apparently nothing, because how else does someone get furniture to their house...they either pick it up at the store or have it delivered.
Either way there would have been hassle whether I had it delivered or not. You seem to be missing the point. I paid the money upfront and am still left with furniture that's incomplete because it's defective.
I was never happy with the offer. I asked for the partial refund. I spoke to the store manager and was told nothing can be done. I am still not happy with the situation because you're not offering a solution. A $100 gift card does not fix this problem. I will never buy anything from your store again so it is worthless to me. I can send the gift card back to you or you can cancel it yourself.
I am tired of this scam that you're trying to pull by selling people sub-par furniture and not offering solutions.
Sincerely,
[redacted]
Good Afternoon,
We spoke with [redacted], yesterday 7/9/14 and processed the necessary paperwork to exchange the armless recliner on, 7/16/14.
Sincerely,
[redacted]
Good Morning [redacted],
face="Calibri">I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos. I was given a 4 hour window for delivery. I waited the entire time and had to cancel important appts as they were behind the time frame. I looked up on the tracker and it said it was delayed another 2 hours. I called the 800 number in regards to this stating no one had even given a call to say they were going to be behind. I got a run around that the delivery people had gotten lost and were behind. It that is the case the customer NEEDS to be informed. When the delivery people arrived 3 hours late there were 4 men. They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room. I instructed them where things were to go and even suggested what piece should be put in first without them even listening. It took them almost an hour to set up a simple bedroom set with 4 workers. I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged. The customer service rep said that she would debit my debit card 75.00 for the inconvenience and have the mirror replaced. Today makes a week later and still no credit. I called customer service back and the gentleman stated that they issued me a store credit of 75.00 and did not debit my debit card. I asked to speak with a manager and the gentleman kept saying that they would not give me the 75.00 back onto my card. I will never shop with them again.
Good...
Morning Revdex.com,
Please pass on our sincerest apologies for the concerns our
customer experienced with the assembly of their product. As a furniture
retailer we maintain a certain amount of trust for the hardware needed to be
included in the packaging that most of the overseas manufacturers send us. We
assure our customer we are just as shocked and disappointed as they are that
the items were unable to be fully assembled during their delivery. On approximately
4,000 deliveries a day this is not a common concern therefore we always anticipate
being able to set up the merchandise as we display it in our showroom.
We take full responsibility for any concerns of failure resulting
in our customer’s disappointment and we fully expect that any hardware our
system reads as “in stock” is shipped and received by the customer within 5-7
business days of the order being processed. We have an in-house parts department that is
permitted to speak with the manufacturers (if needed), however most requests
for missing or incomplete hardware can be arranged and shipped within the time
line stated above. We feel terrible that the customer left their communication
feeling unconfident about our abilities to care for them and pledge to address
the coaching concerns that this communication has presented us with.
In regards to resolution: Our customer has selected to levy this
specific concern thru alternate channels and has been working directly with one
of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this
concern fully resolved.
We encourage our customer to continue to communicate with the
direct contact they have established so we can correct our failure and provide
them with the care they deserve.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison