I
apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’
purchasing option that Bobs Discount Furniture offers to our customersI can
certainly understand your frustration and I assure you that it is never our
intention to present our customers purchasing options we do not find valuableI
cannot apologize enough for the alleged sales experience you had in our ***
locationThe time of sale is a very exciting time and we don’t want any of our
sales professionals to have a negative impact on this process, I have followed
up with the appropriate parties to ensure we are properly representing this
purchasing option at our *** store
I
have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is
signed by you and a person named ‘*** ** ***’It is clearly stated on
this agreement under the ‘Total Payments’ section that: “If you choose to
obtain ownership through monthly rental, you will make payments”The
document goes on to disclose that of the monthly payments will be in the
amount of $and the total sales tax you will have paid over these
months will amount to $I wish there was more that Bobs Discount
Furniture could do to assist you with your concern, however by signing this
leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’
company that currently owns the sectional you have possession of
As
‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not
well versed on their policies and procedures for returning or refunding the
merchandise you currently have in your homeFrom reviewing the first page of
the signed agreement it is clear to me, and stated in writing, that this is a
rental transactionBased on that information I do not see how a monetary
refund would be possible because you are paying for each month you have possession
of this productSince you are still paying ‘Acceptance Now’/’RAC’ for the
furniture I would suggest following up with this company directly as they can
better handle your request if you are still seeking to return the merchandise
Bobs Discount Furniture genuinely wishes to help every customer who has a
concern and I apologize again that we have no further recourse to offer
relating to this concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***I am rejecting this response because:
I did not receive a phone call or speak to any one from Bob’s Furniture Store (BFS) since 10/17/I find it distasteful that BFS would continue to assert that they did.
The Customer Care Corporate Liaison pasted a line of text that on 10/19/at 12:there was a follow up call with the customer More valuable proof of their assertion would be a written transcript of the alleged conversation This of course could not be provided, as the conversation never took placeOn a positive note I did receive my refund on 10/21/2015.
I would like to thank the staff of The Revdex.com for acting on my behalf I strongly believe that if I did not contact you my issue would not have been resolved and I may have had to contact an attorney.
Thank you Revdex.com!
Sincerely,*** ***
Good Morning Revdex.com,
Our records depict that
this sectional was delivered on
In regards to the
allegation that our agent ‘Jared’ approved a courtesy part order I am currently
working with our Workforce Management Team to locate the call recording between
this customer and ‘Jared’I will respond to the Revdex.com once I have the findings
from our Work Force Management Team on this request
‘Jared’ did log several
notes from this call, as did the other agent ‘Sarah’ that is also referenced in
this posting and I am confident in both of these agent’s abilities to properly
log their phone callsPlease see the documentation we have provided below as
this illustrates that our business informed this customer that they could
purchase the parts at their own cost, not that we would be taking ownership to
do this for themPlease also note that if the customer has experienced a
denial for a claim they made thru the *** company (a third party company)
this is a concern that would need to be addressed directly thru the ***
company and not Bobs Discount Furniture
*** ** ***
customer is very upset
that *** *** and myself via photo review the damage to this set is not
consistent with mfg damage there is wear and tear and rips on cushions it is
not cracking and peeling bonded leather as this is not a mfg defect we have no
recourse other than to purchase parts customer extremely hostile and
threatening every imaginable action against bobssubmitted second voice
Above Comments Added By (
Jared *** ) On 12/03/at 18:
spw ricky, stating Jared
apvd part order for seat casings sofa for ripping, was denied by gp for not
punctured, and Jared said we will comp him the seat casings that is contrary
to what is noted above, says that conversation took place befor the one dated
above says was in november before thanksgiving, when I mentioned above convo
noted cust stated yes that took place and no one ever called him back but in
the convo instead of no recourse was told curtsy part order, offerd cust purch
part order and no curt part order, cust then started yelling and swearing
stating he is going to sue us all for fraud because he bought gpp and this
should be covered by that and he is going to file a complaint with consumer
affairs and his wife is an attorney and she is going to sue us, and he is
going to include my name and everyone he has talked to so he can sue us individual
Above Comments Added By *** ( Sarah *** ) On 02/05/at 13:
At this time we have not
committed to offering any recourse to this customer as a manufacturing defect
has not been determined as present within this furniturePer the sales
receipt our customers commonly sign at the time of purchase- our business is responsible
to offer recourse for factory defect concerns under the five year plan that was
purchased
If the customer would like
to have their concern with these seats reviewed at this level of Customer Care
we respectfully ask that they post the associated pictures they have to the Revdex.com
and we will review their photos with our Service Management Team to determine
what, if any, further recourse we are able to offer this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer
Sincerely, *** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have a delivery scheduled for the missing piece on to
resolve the remaining concern with this merchandise. We did send a team to the home to
assemble the bed as a regular bed until the part that connects the beds
together as a bunk bed comes back into stock
At this time we are looking forward to completely resolving this customer’s
concern on We will absolutely be able to offer a Bob’s Gift Card as
compensation once this delivery is completed.
We do only offer compensation one time, once all merchandise is in the
home in showroom condition. Once the bunk bed has been completed, the
customer can call and request an account review. We would then make the determination based on
our failures and the time waiting on the missing part of bed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize for any misunderstanding regarding your finance termsBob's Discount Furniture prides itself on being honest and up-front with our customers, we do not participate or
condone deceptive acts by any representative of our company; after reviewing your signed credit application it appears that the terms were specifically outlined, just above your signature on the applicationIn order to take advantage of the 0% interest you would have had to pay the account in full within 12months, while making regular payments. Please review the attached credit application and let me know, if I can provide any clarification.Thanks*** **
Good Day Revdex.com,
Please pass on our thank you for the customer’s photo submissionWe have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
After reviewing these photos with our Service Management Team we maintain that the differences pictured here are due to the recognizable fact that the customer’s right side facing item has been in their possession for multiple years of useThe photo that depicts the frame work having a gap does not concur with the other photos sent as there would a continuous gap that size through out the entire two pieces of frame workIt is a truthful and transparent fact that any piece of furniture will loose its resiliency over time and with useThe left side of this sectional is a factory fresh model therefore as indicated previously it will look different
As the right side facing chaise is not experiencing a defect of any kind and is under no guarantee period thru Bobs Discount Furniture or Guardian the only offer we are able to make is one of extreme courtesy on our part
Should the customer seek to have the right side facing chaise replaced we can provide a courtesy store credit of 60% based off the price originally paid for the chaiseThe customer can use this store credit towards the purchase of a new right side facing chaiseThe new purchase would be considered a new sales order, carrying a one year manufacturing defect guarantee (or a five year manufacturing defect/covered accidents guarantee if the customer selected to purchase Goof Proof Plus) from the new date of deliveryIf the customer nominated to use our delivery service for this new sale, a delivery charge would be incurred however we will offer another courtesy of hauling away the current right side facing chaise should they wish us to
Provided an in depth review of all facts within this scenario and the exceptions our business has already made for this customer’s concerns (see Revdex.com complaint # ***) this is the most generous offer for resolution we can make
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery All delivery
failures are unacceptable; delivery failures that disappoint our children are
especially difficult
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do have a service tech scheduled to come out on 4/1/16. At this time, because we have failed to have
the bed assemble I will honor either of the customer’s requests. If you would like the pieces in the home
picked up for a refund, I will approve that.
If you will allow the service tech to come out to the home on Friday to
complete the service, I will honor your request to refund the delivery fee back
to WF and offer an additional $gift card.
Hopefully you could bring your daughter to the store to pick our
something for her room, from Bob’s to make it up to her for having to sleep
with her brother.
Please advise which offer you would like to accept and I will
process the necessary paperwork
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the *** *** Protection planRegretfully we will not be
able to dispute this claim for the customer with the *** company at this
timeOur sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expiredThe expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16)
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approxan additional $savings credit for the customer) should the
customer accept this courtesy offer for resolution
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customerWe can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved
Bob’s prides itself on providing quality
service and the best value product for the priceOur primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us
We do see in this customer’s account that
the third party insurance company *** offered this customer a re selection
credit for damaged piece, which was used by the customer on 7/18/15. The customer then called for service on the
new set due to it making squeaking soundsOur technician went to the home on 12/12/
and found that the squeaking was not repairable, at which time we ordered a new
sleeper mechanism which is scheduled to be installed 2/27/
I do believe that in this customer’s case
both Bob’s and *** have fulfilled our obligations to the customer to
rectify the issues that have been reported.
I would not be able to offer to refund the customer as requested.
Bob’s can offer two options at this time:
We can continue on our present course of
action with the new mechanism being installed.
If we continue on this path I will absolutely be able to offer to
compensate the customer based on the number of failures with this order
Or-
We can offer a reselection to the
customer. If the customer does not
believe we can rectify the concerns with this part order we can set up a
reselection credit and the customer can go back to the store and choose
something different
While it is not procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our compensation guidelines and
policiesWe do not offer apology monetary amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I don't agree with the assumptions made by the Bobs Furniture representative They claim that because they saw no evidence of nail polish remover in the photos, such as dripping, they wont cover the damage They also stated that the bonded leather products they sell are prone to cracking and peeling so they are blaming the peeling on defective merchandise I dont know how they would see dripping if the nail polish remover was immediately cleaned off The peeling only happened in those areas where the nail polish remover contacted with the couch As the pictures clearly showed, the cracking and peeling is not pervasive but only in the areas where the nail polish remover spilledThe couch is in otherwise very good shapeThe company's position on this is a circular argument They are not covering this because they're claiming its a manufacturer defect However, the defect only happened in the areas where the nail polish remover was spilledSo the company's defense is that the isolated damage is not from the spill, instead it due to their substandard merchandise.
I'm troubled that the company would write that cracking and peeling is very common with bonded leather products Is that something they advertise when they sell their merchandise, its not I was not told that when I purchased it
This simply appears to be an example of a company not keeping its contractual agreements and advertising The Goof Proof contract at the time of sale was provided in a colorful sleeve showing graphic art of wine, pens, nail polish, paint, and a nice cartoon of Bob and the caption stating, "Accidents Will Happen, Don't Worry, We Have You Covered." I had no idea this was such a scam until this happened to me and I started communicating with other people who had this happened to themThis seems to be Bob's business model Sell these Goof Proof Plans and never meet your obligations
I don't accept the company's response
*** ***
Sincerely,
*** ***
I had the absolute worst experiences with Bob'sThey damaged my mattress in two different deliveries, and did not listen to my special requests for deliveryWith another delivery they forgot the metal frame for my bed, went on to correct that by shipping it to the wrong address, and ultimately wasting my timeThe employees have left me on hold for minutes at a time, different employees told me different information every time, and have made me reschedule my deliveries- very inconvenientOne woman was even laughing at my nightmarish situationsWhere is the professionalism? Upon very stressful and annoying weeks of not getting my products and calling Bob's nearly every day, I would advise anyone NOT to purchase or especially schedule deliveries with Bob'sTruly the worst experiences I've ever had
The furniture is junk!!! my father got a recliner from bob's and the left arm piece is falling off, he has had it less than a yearWhen the tech came out he said someone must of jumped on it ridiculous!, he said we would have to call the third partyMy father is in a nursing home temporarily so I called for him and they said they could not give me any info without speaking to him first, which is a joke since he is not feeling to wellIt has been awhile and still have not been able to get this issue resolved, for a chair that is not cheap the material is crap and the customer service is horribleAlso my friend had gotten the same recliner around the same time and his switch broke..took a month and alot of hassle to even get a new switchI will be filing a complaint, just some advice for anyone who is thinking about buying from bob's...DON'T!!!! you will be sorry you did
Complaint: ***
I am rejecting this response because:
1) The delivery attempt today, 9/13/16, that should have resolved this was a failure and I must again wait for the correct piece to be delivered at a later dateThis is the second time now, which has aggravated this issue
2) This response does not contain a specific dollar value that would be issued as compensation
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Due to a question and the claim of ignoranceWho is being referenced in regards to "depot?" I have been in constant contact with the *** *** *** *** adjuster assigned to my claim since January so I find it surprising they were "surprised" it wasn't rectified. I honestly feel I was being strung along hoping I would give up to avoid payment against my property damage claim. Prior to the adjuster I also dealt with Autumn K*** and Gina D*** with ***This was an equally slow and frustrating experience
Consequently, I did receive a response within hours of notifying the insurance agent that I had filed a complaint with the Revdex.com. Rarely did I receive a timely response. Most emails were not responded to or had the same statement that my claim was being investigated. Please see attached email chains for all correspondence
Until the promised check has been received, deposited and cleared I will not be accepting a response. I have no faith or trust with any company involved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, to replace the recliner section, is satisfactory to me.
However, should a defect be found, I would expect Bob's Furniture to stand behind their product and attempt to identify the issue
I had provided documented (pictures) proof that contradicted their "trained" service technician's report
I trust that ***, who provided response, and with whom I did have a subsequent conversation, would discuss any situation, should one occur
With that said, please accept this as my sign-off that the current complaint has been resolved
Thank you
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for the aggravation
that our customer is experiencing while trying to resolve this concernI do
understand the level of stress a mattress can cause if you are not fully
comfortable on your sleeping surface and we do wish to resolve all of our
customers concerns when we have the ability to
Our records reflect that when we inspected this mattress on
we located a stain that is approximately inches in length on this
mattressStaining voids any mattress warranty and regretfully this is not a
Bobs Discount Furniture policy, rather an industry standard that is upheld by
our bedding manufacturersRegardless of the stain, our technician also noted
that the mattress has a body impression presentA body impression should be
present on a memory foam based mattress after several years of constant sleep
in the same position on the same mattress and a body impression is not
considered a defect in workmanshipWe are unable to offer our customer
recourse in this scenario due to the fact that there is no defect present and
there is no warranty remaining on the mattress due to staining
I apologize again that our customer is so disappointed and
we will undoubtedly directly address the complaints about our technician’s appearance
and the lack of follow up our customer received after their service
appointmentShould our customer still completely disagree with our technician’s
report of staining and body impression, please request that they send us photos
of their mattress and in an effort to offer our customer the most care we will
review these photos with our Service Management Team and respond with our
findings
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I accept Option 2.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Even the goof proof protection rep said the problem is a manufacturing defectAfter all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEAREDHow can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happening We are a house of four adults who all work so we are not even using the furniture during the dayFor wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturerI have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happeningThey need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
hE WAS THERE ONLY TO TAKE PICTURES HE TOLD ME AND SO DID *** NOT TO REPAIR OR FIX OR TOUCH ANYTHING WHEN THE REPORT CAME IN THEY WERE GOING TO SEND OUT A TECHNICIAN TO FIX THE PROBLEM I DONT CARE WHAT HE WROTE DOWNI TOOK PICTURES THAT DAY OF WHAT HE DID AND THE TRACK AND PANEL ATTACHED HE RIPPED OUTHE PULLED MY DRAWER OUT JUST TO GET TO THE PIECE HE RIPPED OUT. NO ONE IS SUPPOSE TO COME AND BREAK MY FURNITURE. YOUR COMPANY WILL BE PAYING FOR THISAND SO WILL THE INSPECTOR THAT DAY I will be getting even with your company and the inspector even if that means the inspector looses his job and I hope he does get fired for putting information on my report and not showing me the report or explaining anything to mehe was not professional in any wayWhen a customer asks you questions your suppose to try to answer them your company don't know how to deal with customers or give customers replacements when I paid top dollar for every piece of furniture I bought from your company along with an expensive *** *** *** plan for every pieceI am not going to penalized for your company and ***s doingsIf I knew this was going to happen I would have never reported my drawer to be looked at at allyour company is a disgrace and that's how you try to make money by ripping people off and hiring people who lie and break peoples furniture
Good
Afternoon ***,
I
apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’
purchasing option that Bobs Discount Furniture offers to our customersI can
certainly understand your frustration and I assure you that it is never our
intention to present our customers purchasing options we do not find valuableI
cannot apologize enough for the alleged sales experience you had in our ***
locationThe time of sale is a very exciting time and we don’t want any of our
sales professionals to have a negative impact on this process, I have followed
up with the appropriate parties to ensure we are properly representing this
purchasing option at our *** store
I
have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is
signed by you and a person named ‘*** ** ***’It is clearly stated on
this agreement under the ‘Total Payments’ section that: “If you choose to
obtain ownership through monthly rental, you will make payments”The
document goes on to disclose that of the monthly payments will be in the
amount of $and the total sales tax you will have paid over these
months will amount to $I wish there was more that Bobs Discount
Furniture could do to assist you with your concern, however by signing this
leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’
company that currently owns the sectional you have possession of
As
‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not
well versed on their policies and procedures for returning or refunding the
merchandise you currently have in your homeFrom reviewing the first page of
the signed agreement it is clear to me, and stated in writing, that this is a
rental transactionBased on that information I do not see how a monetary
refund would be possible because you are paying for each month you have possession
of this productSince you are still paying ‘Acceptance Now’/’RAC’ for the
furniture I would suggest following up with this company directly as they can
better handle your request if you are still seeking to return the merchandise
Bobs Discount Furniture genuinely wishes to help every customer who has a
concern and I apologize again that we have no further recourse to offer
relating to this concern
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***I am rejecting this response because:
I did not receive a phone call or speak to any one from Bob’s Furniture Store (BFS) since 10/17/I find it distasteful that BFS would continue to assert that they did.
The Customer Care Corporate Liaison pasted a line of text that on 10/19/at 12:there was a follow up call with the customer More valuable proof of their assertion would be a written transcript of the alleged conversation This of course could not be provided, as the conversation never took placeOn a positive note I did receive my refund on 10/21/2015.
I would like to thank the staff of The Revdex.com for acting on my behalf I strongly believe that if I did not contact you my issue would not have been resolved and I may have had to contact an attorney.
Thank you Revdex.com!
Sincerely,*** ***
Good Morning Revdex.com,
Our records depict that
this sectional was delivered on
In regards to the
allegation that our agent ‘Jared’ approved a courtesy part order I am currently
working with our Workforce Management Team to locate the call recording between
this customer and ‘Jared’I will respond to the Revdex.com once I have the findings
from our Work Force Management Team on this request
‘Jared’ did log several
notes from this call, as did the other agent ‘Sarah’ that is also referenced in
this posting and I am confident in both of these agent’s abilities to properly
log their phone callsPlease see the documentation we have provided below as
this illustrates that our business informed this customer that they could
purchase the parts at their own cost, not that we would be taking ownership to
do this for themPlease also note that if the customer has experienced a
denial for a claim they made thru the *** company (a third party company)
this is a concern that would need to be addressed directly thru the ***
company and not Bobs Discount Furniture
*** ** ***
customer is very upset
that *** *** and myself via photo review the damage to this set is not
consistent with mfg damage there is wear and tear and rips on cushions it is
not cracking and peeling bonded leather as this is not a mfg defect we have no
recourse other than to purchase parts customer extremely hostile and
threatening every imaginable action against bobssubmitted second voice
Above Comments Added By (
Jared *** ) On 12/03/at 18:
spw ricky, stating Jared
apvd part order for seat casings sofa for ripping, was denied by gp for not
punctured, and Jared said we will comp him the seat casings that is contrary
to what is noted above, says that conversation took place befor the one dated
above says was in november before thanksgiving, when I mentioned above convo
noted cust stated yes that took place and no one ever called him back but in
the convo instead of no recourse was told curtsy part order, offerd cust purch
part order and no curt part order, cust then started yelling and swearing
stating he is going to sue us all for fraud because he bought gpp and this
should be covered by that and he is going to file a complaint with consumer
affairs and his wife is an attorney and she is going to sue us, and he is
going to include my name and everyone he has talked to so he can sue us individual
Above Comments Added By *** ( Sarah *** ) On 02/05/at 13:
At this time we have not
committed to offering any recourse to this customer as a manufacturing defect
has not been determined as present within this furniturePer the sales
receipt our customers commonly sign at the time of purchase- our business is responsible
to offer recourse for factory defect concerns under the five year plan that was
purchased
If the customer would like
to have their concern with these seats reviewed at this level of Customer Care
we respectfully ask that they post the associated pictures they have to the Revdex.com
and we will review their photos with our Service Management Team to determine
what, if any, further recourse we are able to offer this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer
Sincerely, *** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have a delivery scheduled for the missing piece on to
resolve the remaining concern with this merchandise. We did send a team to the home to
assemble the bed as a regular bed until the part that connects the beds
together as a bunk bed comes back into stock
At this time we are looking forward to completely resolving this customer’s
concern on We will absolutely be able to offer a Bob’s Gift Card as
compensation once this delivery is completed.
We do only offer compensation one time, once all merchandise is in the
home in showroom condition. Once the bunk bed has been completed, the
customer can call and request an account review. We would then make the determination based on
our failures and the time waiting on the missing part of bed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize for any misunderstanding regarding your finance termsBob's Discount Furniture prides itself on being honest and up-front with our customers, we do not participate or
condone deceptive acts by any representative of our company; after reviewing your signed credit application it appears that the terms were specifically outlined, just above your signature on the applicationIn order to take advantage of the 0% interest you would have had to pay the account in full within 12months, while making regular payments. Please review the attached credit application and let me know, if I can provide any clarification.Thanks*** **
Good Day Revdex.com,
Please pass on our thank you for the customer’s photo submissionWe have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
After reviewing these photos with our Service Management Team we maintain that the differences pictured here are due to the recognizable fact that the customer’s right side facing item has been in their possession for multiple years of useThe photo that depicts the frame work having a gap does not concur with the other photos sent as there would a continuous gap that size through out the entire two pieces of frame workIt is a truthful and transparent fact that any piece of furniture will loose its resiliency over time and with useThe left side of this sectional is a factory fresh model therefore as indicated previously it will look different
As the right side facing chaise is not experiencing a defect of any kind and is under no guarantee period thru Bobs Discount Furniture or Guardian the only offer we are able to make is one of extreme courtesy on our part
Should the customer seek to have the right side facing chaise replaced we can provide a courtesy store credit of 60% based off the price originally paid for the chaiseThe customer can use this store credit towards the purchase of a new right side facing chaiseThe new purchase would be considered a new sales order, carrying a one year manufacturing defect guarantee (or a five year manufacturing defect/covered accidents guarantee if the customer selected to purchase Goof Proof Plus) from the new date of deliveryIf the customer nominated to use our delivery service for this new sale, a delivery charge would be incurred however we will offer another courtesy of hauling away the current right side facing chaise should they wish us to
Provided an in depth review of all facts within this scenario and the exceptions our business has already made for this customer’s concerns (see Revdex.com complaint # ***) this is the most generous offer for resolution we can make
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery All delivery
failures are unacceptable; delivery failures that disappoint our children are
especially difficult
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do have a service tech scheduled to come out on 4/1/16. At this time, because we have failed to have
the bed assemble I will honor either of the customer’s requests. If you would like the pieces in the home
picked up for a refund, I will approve that.
If you will allow the service tech to come out to the home on Friday to
complete the service, I will honor your request to refund the delivery fee back
to WF and offer an additional $gift card.
Hopefully you could bring your daughter to the store to pick our
something for her room, from Bob’s to make it up to her for having to sleep
with her brother.
Please advise which offer you would like to accept and I will
process the necessary paperwork
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the *** *** Protection planRegretfully we will not be
able to dispute this claim for the customer with the *** company at this
timeOur sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expiredThe expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16)
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approxan additional $savings credit for the customer) should the
customer accept this courtesy offer for resolution
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customerWe can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved
Bob’s prides itself on providing quality
service and the best value product for the priceOur primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us
We do see in this customer’s account that
the third party insurance company *** offered this customer a re selection
credit for damaged piece, which was used by the customer on 7/18/15. The customer then called for service on the
new set due to it making squeaking soundsOur technician went to the home on 12/12/
and found that the squeaking was not repairable, at which time we ordered a new
sleeper mechanism which is scheduled to be installed 2/27/
I do believe that in this customer’s case
both Bob’s and *** have fulfilled our obligations to the customer to
rectify the issues that have been reported.
I would not be able to offer to refund the customer as requested.
Bob’s can offer two options at this time:
We can continue on our present course of
action with the new mechanism being installed.
If we continue on this path I will absolutely be able to offer to
compensate the customer based on the number of failures with this order
Or-
We can offer a reselection to the
customer. If the customer does not
believe we can rectify the concerns with this part order we can set up a
reselection credit and the customer can go back to the store and choose
something different
While it is not procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our compensation guidelines and
policiesWe do not offer apology monetary amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I don't agree with the assumptions made by the Bobs Furniture representative They claim that because they saw no evidence of nail polish remover in the photos, such as dripping, they wont cover the damage They also stated that the bonded leather products they sell are prone to cracking and peeling so they are blaming the peeling on defective merchandise I dont know how they would see dripping if the nail polish remover was immediately cleaned off The peeling only happened in those areas where the nail polish remover contacted with the couch As the pictures clearly showed, the cracking and peeling is not pervasive but only in the areas where the nail polish remover spilledThe couch is in otherwise very good shapeThe company's position on this is a circular argument They are not covering this because they're claiming its a manufacturer defect However, the defect only happened in the areas where the nail polish remover was spilledSo the company's defense is that the isolated damage is not from the spill, instead it due to their substandard merchandise.
I'm troubled that the company would write that cracking and peeling is very common with bonded leather products Is that something they advertise when they sell their merchandise, its not I was not told that when I purchased it
This simply appears to be an example of a company not keeping its contractual agreements and advertising The Goof Proof contract at the time of sale was provided in a colorful sleeve showing graphic art of wine, pens, nail polish, paint, and a nice cartoon of Bob and the caption stating, "Accidents Will Happen, Don't Worry, We Have You Covered." I had no idea this was such a scam until this happened to me and I started communicating with other people who had this happened to themThis seems to be Bob's business model Sell these Goof Proof Plans and never meet your obligations
I don't accept the company's response
*** ***
Sincerely,
*** ***
I had the absolute worst experiences with Bob'sThey damaged my mattress in two different deliveries, and did not listen to my special requests for deliveryWith another delivery they forgot the metal frame for my bed, went on to correct that by shipping it to the wrong address, and ultimately wasting my timeThe employees have left me on hold for minutes at a time, different employees told me different information every time, and have made me reschedule my deliveries- very inconvenientOne woman was even laughing at my nightmarish situationsWhere is the professionalism? Upon very stressful and annoying weeks of not getting my products and calling Bob's nearly every day, I would advise anyone NOT to purchase or especially schedule deliveries with Bob'sTruly the worst experiences I've ever had
The furniture is junk!!! my father got a recliner from bob's and the left arm piece is falling off, he has had it less than a yearWhen the tech came out he said someone must of jumped on it ridiculous!, he said we would have to call the third partyMy father is in a nursing home temporarily so I called for him and they said they could not give me any info without speaking to him first, which is a joke since he is not feeling to wellIt has been awhile and still have not been able to get this issue resolved, for a chair that is not cheap the material is crap and the customer service is horribleAlso my friend had gotten the same recliner around the same time and his switch broke..took a month and alot of hassle to even get a new switchI will be filing a complaint, just some advice for anyone who is thinking about buying from bob's...DON'T!!!! you will be sorry you did
Complaint: ***
I am rejecting this response because:
1) The delivery attempt today, 9/13/16, that should have resolved this was a failure and I must again wait for the correct piece to be delivered at a later dateThis is the second time now, which has aggravated this issue
2) This response does not contain a specific dollar value that would be issued as compensation
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Due to a question and the claim of ignoranceWho is being referenced in regards to "depot?" I have been in constant contact with the *** *** *** *** adjuster assigned to my claim since January so I find it surprising they were "surprised" it wasn't rectified. I honestly feel I was being strung along hoping I would give up to avoid payment against my property damage claim. Prior to the adjuster I also dealt with Autumn K*** and Gina D*** with ***This was an equally slow and frustrating experience
Consequently, I did receive a response within hours of notifying the insurance agent that I had filed a complaint with the Revdex.com. Rarely did I receive a timely response. Most emails were not responded to or had the same statement that my claim was being investigated. Please see attached email chains for all correspondence
Until the promised check has been received, deposited and cleared I will not be accepting a response. I have no faith or trust with any company involved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, to replace the recliner section, is satisfactory to me.
However, should a defect be found, I would expect Bob's Furniture to stand behind their product and attempt to identify the issue
I had provided documented (pictures) proof that contradicted their "trained" service technician's report
I trust that ***, who provided response, and with whom I did have a subsequent conversation, would discuss any situation, should one occur
With that said, please accept this as my sign-off that the current complaint has been resolved
Thank you
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for the aggravation
that our customer is experiencing while trying to resolve this concernI do
understand the level of stress a mattress can cause if you are not fully
comfortable on your sleeping surface and we do wish to resolve all of our
customers concerns when we have the ability to
Our records reflect that when we inspected this mattress on
we located a stain that is approximately inches in length on this
mattressStaining voids any mattress warranty and regretfully this is not a
Bobs Discount Furniture policy, rather an industry standard that is upheld by
our bedding manufacturersRegardless of the stain, our technician also noted
that the mattress has a body impression presentA body impression should be
present on a memory foam based mattress after several years of constant sleep
in the same position on the same mattress and a body impression is not
considered a defect in workmanshipWe are unable to offer our customer
recourse in this scenario due to the fact that there is no defect present and
there is no warranty remaining on the mattress due to staining
I apologize again that our customer is so disappointed and
we will undoubtedly directly address the complaints about our technician’s appearance
and the lack of follow up our customer received after their service
appointmentShould our customer still completely disagree with our technician’s
report of staining and body impression, please request that they send us photos
of their mattress and in an effort to offer our customer the most care we will
review these photos with our Service Management Team and respond with our
findings
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I accept Option 2.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Even the goof proof protection rep said the problem is a manufacturing defectAfter all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEAREDHow can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happening We are a house of four adults who all work so we are not even using the furniture during the dayFor wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturerI have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happeningThey need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
hE WAS THERE ONLY TO TAKE PICTURES HE TOLD ME AND SO DID *** NOT TO REPAIR OR FIX OR TOUCH ANYTHING WHEN THE REPORT CAME IN THEY WERE GOING TO SEND OUT A TECHNICIAN TO FIX THE PROBLEM I DONT CARE WHAT HE WROTE DOWNI TOOK PICTURES THAT DAY OF WHAT HE DID AND THE TRACK AND PANEL ATTACHED HE RIPPED OUTHE PULLED MY DRAWER OUT JUST TO GET TO THE PIECE HE RIPPED OUT. NO ONE IS SUPPOSE TO COME AND BREAK MY FURNITURE. YOUR COMPANY WILL BE PAYING FOR THISAND SO WILL THE INSPECTOR THAT DAY I will be getting even with your company and the inspector even if that means the inspector looses his job and I hope he does get fired for putting information on my report and not showing me the report or explaining anything to mehe was not professional in any wayWhen a customer asks you questions your suppose to try to answer them your company don't know how to deal with customers or give customers replacements when I paid top dollar for every piece of furniture I bought from your company along with an expensive *** *** *** plan for every pieceI am not going to penalized for your company and ***s doingsIf I knew this was going to happen I would have never reported my drawer to be looked at at allyour company is a disgrace and that's how you try to make money by ripping people off and hiring people who lie and break peoples furniture