Please pass on our sincerest apologies
for the disappointment our customer is experiencing with their product.
Our records indicate that the living room furniture was
delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three years later. A service technician
was dispatched to our customer’s home on 4.3.2015 and found no cause of
manufacturing defect within the sofa or loveseat. Regretfully most businesses
are unable to take back and refund merchandise after three years for customer
preference or normal wear/tear concerns. It is completely normal for any
furniture to experience a loss in seating resiliency and for top grain leather
to experience fading over years of normal usage. Should the customer be
experiencing an actual defect in workmanship Bobs Discount Furniture is happy
to address this concern once it is fully reported to us.
In regards to the dining room table we remain very sorry that after multiple
delivery attempts in December of 2014 we couldn’t deliver our customer a
satisfactory table. As a business we worked outside of our normal policies and
offered this customer a 20% refund on the cost of the table. This option was
fully accepted by the customer as a satisfactory resolution for this concern on
12/13/2015.
As soon as we were made aware of the
defect in the customer’s dining room
chairs (4.3.2014) we scheduled to have the seats replaced with factory
fresh parts, when the customer called back and told us they didn’t want to wait
for the parts to arrive we agreed to schedule an even exchange for the customer
and completed this even exchange, on our first delivery attempt, on 05/09/2015.
Our customer spoke with our Customer Care
call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a
valid effort to address our customers concern directly under their warranty and
scheduled a service appointment to occur within the same week. On 7.11.2015 our service technician reported
that there are no defects in workmanship with the current dining room chairs in
the home. The customer’s seats are up to manufacturing standards and even
though there are no defects in the new chairs- we did offer to order the
customer new seats and the customer refused this offer of consideration.
We do not deny that the customer has
experienced failures on their dining
room furniture and while we acknowledge that these failures are the
result of delivery damages or defects Bobs Discount Furniture has ultimately
addressed and resolved these failures with our customer as soon as they were
reported to us.
As a final offer of extreme courtesy we can place a store credit into the customer’s account which will
allow the customer to reselect to a new dining room set. This store credit will
be based off of the amount the customer originally paid to us (less the 20%
refund that was granted previously on the table) and we will expect to remove
the current dining room set on the same date we deliver the new dining room
furniture. As a formal form of our apology and because we truly want our
customer to be happy with their merchandise, we will also offer to cover the
cost of the new delivery fee associated with the new merchandise.
Should the customer wish to accept our
offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can
expect the appropriate paperwork to be set up in their account thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the incorrect
information being provided at the time of sale as well as the lack of care our
customer asserts these complaints have been met with.
The Goof Proof Plus Plan is made up of two portions – A manufacturing
defect guarantee through Bobs Discount Furniture and a plan for accidental
damages which is honored thru a third party company called Guardian. This
information is indicated on the sales invoice we provide to every customer who
purchases. Regretfully we cannot force the Guardian company to take on a claim
for “scratches” on the table and we have worked to make the initial failure
right by setting up the paperwork to refund the monies paid for this plan.
Bobs Discount Furniture offers a one year manufacturing warranty
on the product regardless if Goof Proof Plus is purchased or not (this is also
expressed on our sales invoice). We are more than happy to honor replacing the
affected chairs; our records indicate that there are 3 chairs that need to be
exchanged for defect reasons.
The dining room set is under factory defect warranty thru
Bobs until 12.10.2015, should any other defect concerns occur we will address
these under the parameters of our expressed service policy (this is available
on the customer’s invoice as well).
We have created the paperwork for the exchange of the 3
chairs and the customer can contact us directly to schedule a date for this
exchange. We also need to speak with the customer directly to confirm the
original method of payment type so we can properly process the refund of monies
paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am
– 8:00p/Sun: 10:30a – 7:00p).
Complaint: [redacted]
I am rejecting this response because:
First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th.
Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.i
Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed.
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period offered directly
thru our company.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over four years and in that four year period our records
indicate that you have not reported any issues to us before now. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are only able to make a store credit
offer to from a place of extreme courtesy and care. As with most protection plans
the Goof Proof Plan purchased does not cover normal wear and tear, this
courtesy option is not in relation to the plan purchased as it is being offered
to you by Bobs directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Queen Sleeper and the Chair from your ‘Park
Place’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Queen Sleeper
and Chair you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. I have reviewed the photos that were sent
in. As this is damage in a small area
and except for the damaged area the pieces look very well cared for, we will
offer recourse. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to exchange
the Lawrence sofa only we will provide a credit (store credit). The exchange will fulfill the Goof Proof
plan, the plan allows for unlimited parts and service, but only a one time
replacement. If the customer would like to purchase a new [redacted] Plan they
can advise the store, the new plan would be an additional 99.99 to have the
sofa covered for five years. We will waive the new delivery fee. The credit is in the system today and will be
available until 3/12/17 at which time it will expire.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture has failed to meet your expectations. Your satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate...
goal.You reference purchasing a $2000.00 sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July 2014. Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding off. We dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding off. Although the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfaction. Since your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July 2014. If you should choose to accept this offer you will have a store credit in the amount of $1699.15 and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,[redacted]
Good
Afternoon [redacted],
I
apologize that you were dissatisfied with my first response. I have spent
several days researching your account prior to responding again to ensure that
your concern was viewed at all angles by [redacted] and Bobs Discount Furniture.
Bobs Discount Furniture truly wishes to help every customer who has a concern
and I am terribly sorry in this case we have no recourse to offer you.
As
the accidental protection portion of this plan is owned and managed by the
[redacted] Company, Bobs Discount Furniture is unable to offer you this plan at
no cost. The [redacted] company provides various protection plans to an immense
amount of retailers all over the United States; this is most likely why there
isn’t specific plan information in regards to the plan that is offered to Bobs
Discount Furniture customers listed on their website. Yes, the sales flyer that
we hand out to all our customers while visiting our store to educate them on
what this plan covers is separate from the customer’s terms and conditions page
on their [redacted] contract. We do display our sales flyer on our website
through our customer care link - [redacted].
The terms and conditions pages of your agreement through [redacted] is not our
information to freely display how we see fit as the policies and procedures
associated with these terms and conditions are not managed or updated by Bobs
Discount Furniture.
In
the year 2012 when you made this purchase we did have a different sales flyer
then the one we currently display and hand out because we have upgraded this
plan since May of 2013. It was “Goof Proof” and now it is “Goof Proof Plus”.
This could be another reason as to why the flyer you received looks different
from the flyer we currently maintain. On the flyer that you would have received
during your sale process it is listed that certain exclusions apply and it is recommended
that you refer to your plan document for further details. It is uncommon that
our customer’s do not receive their plan documents by mail, inside their “Goof
Proof Kits” or by email from the [redacted] company. I’m so sorry that you didn’t
receive yours shortly after taking delivery and had we been made aware of this
we would have sent that to you promptly.
In
reference to the quality of your first sofa, our records indicate that you received
this sofa on 7.28.2012 and never reported having any issues with the sofa until
you filed your accidental damage claim with [redacted] on 12.13.2013. At that
time you made [redacted] aware that you had personally damaged the sofa
mechanism, [redacted]’s record states: “cust
states that he tripped and fell onto the RSF Recliner and ever since whenever
he sits in the Recliner the Reclining Mechanism does not work properly”. Your
protection plan then bought you a brand new sofa for less than a 3rd
of what you paid them for this protection. In reality you now have two (2) sofas
for much less then the cost you paid for one (1). Bobs Discount Furniture can
get parts for this sofa from the vendor who makes it should the need arise, we
were not asked by [redacted] to process that type of transaction for you, we were
instructed that the option our customer accepted was one of a new sofa being
delivered. With any protection plan offered on various big ticket purchases
there must be exceptions in order to keep the plan fair for all consumers. You
have been provided fairness and resolution for your accidental damage concern
and all other merchandise you purchased this protection on is still covered for
unlimited parts and service or a one time replacement through the original five
(5) years from date of delivery. I feel so sad that you feel deceived when you
have experienced a great deal of success from the money you spent. I genuinely
wish there was more I could offer you in regards to your sofa and its warranty
period. Please contact us at ###-###-#### should you have any concerns with
the manufacturing of this sofa as you are covered for defects through
2.06.2015.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
In 4/15 I purchased a pub table with 6 chairs within 9mths half the chairs were falling apart. Called for service and the gentleman came out was great the screws were too short that were initially installed in a chair and others had no screws. He fixed what he could but what wasn't unfixable Bob refused to replace instead ordered new parts which I just received today 7/28 (service was here 4/23) what a disgrace! Now my chairs have not been able to be used since than and I need to yet call again for service since I finally received the parts to come back and fix?? My suggestion purchase elsewhere the warranty is useless and their excuse is every part comes from over seas! Wish I would've known this before hand..I have a family of 5 people and not enough sturdy chairs for my kids to eat dinner in for months because Bobs does not honor their word and garantee!
Good Afternoon Revdex.com,
Our records indicate that this merchandise was delivered on...
10.03.2013.
[redacted] purchased does provide five years of coverage for
factory defect concerns directly thru Bobs Discount Furniture.
Our last service visit to the residence was completed on 1.09.2016 and the
technician provided us with a report that indicates that we serviced the left
side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side
facing loveseat –outside back for 1 inch of batting coming thru the seam. There
is absolutely no mention of coils/springs popping thru the furniture in the
report. I certainly apologize to our customer if the report we have been
provided is inaccurate in anyway however as a business servicing thousands of
customers a day we must place a certain amount of trust in the integrity of our
technician’s reports and the Customer Care Agents that are trained and employed
to record these reports.
At this time the customer
is essentially disputing the report we have therefore it is appropriate to ask
our customer to provide evidence to support their dispute with.
Please ask the customer to submit photographic evidence (To the Revdex.com)
of the item in its entirety and the concern up close- for example – 1 photo of
the entire item at a reasonable distance and a (1) photo of the spring they
assert is popping out. We will review whatever evidence the customer wishes to
provide for this dispute and respond after with what, if any, further recourse
we may be able to offer.
Wow, what can I say about my experience with your company. The sales person was very helpful and nice. Spent some money on a dining room set, even purchased to warranty which put me over $1000. My husband asked if they did a Military discount they said they should but NO. So off we go home. Really made my day finally found the table set I wanted and been searching for months for. Great. Okay here comes my BEEF with your company. It was delivered the day before Thanksgiving and my 40" x 72" table is cracked. I called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnected. Called back again same thing. Now I'm boiling mad by this time. Called back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and number. I told her NO I'LL WAIT. She told me NO. I said then I'll be at your store in 35 minutes and I'm sure you wouldn't want me there. She put me on hold and the Manager came on. Told him my issue with my broken cracked table he took my name and number. He had customer support call me back. I was informed that another table top could not be delivered till after the Holidays. THIS DOESN'T HELP ME FOR MY HOLIDAY DINNER. I asked them to come back and pick everything up they told me I could not get a refund it in the paper work. So people beware of this when or if you want to buy something at Bob's. THANKS BOB'S FOR RUINING MY THANKSGIVING.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely, [redacted]
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly...
reported. I apologize if you have yet to benefit from the plan. Your most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order. If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]
Please provide this customer with my apologies for the aggravation this product
concern is causing him, Bobs Discount Furniture wishes to help every customer
who has a concern by providing a valuable and fair option for resolution. I
would also like to apologize to this customer for the alleged information he
states he was provided by our ‘inspector’. If he was told that he was entitled to
a full refund by our representative this information drastically differs from
the report provided to us. I thank him for bringing this information to our
attention so we can appropriately research the professionalism of our staff.
Our records
indicate that the this customer moved this bed from one residence to another
and that the current condition of the bed overall shows customer cause damages
such as broken slats and cracked or split wood on various areas of the bed. As
a business we must as any customer concerns on a whole level, factoring in
the current state of the furniture and the environment the furniture has been
subjected to during the time of ownership. If a customer moves a queen size bed
between residences it is usually safe to assume that the bed was fully
disassembled and reassembled by the customer themselves or a third party moving
company. Regretfully Bobs Discount Furniture cannot take ownership or responsibility
for furniture damages that do not occur as the result of a factory defect. I
have been trying for several days to locate pictures of this merchandise so I can
verify the customer’s report verse the report we are being provided from our
representative calling in; I cannot locate the photos within our database.
As an
extreme courtesy we can offer to provide this customer with a store credit for
50% of what the bed originally cost the customer. The customer can use this
store credit in any way they choose and this credit will never expire. In
accepting this credit this customer would be agreeing to keep the bed as is and
Bobs Discount Furniture would not be responsible to remove the furniture from
this customer’s residence.
If our
customer does not want to accept this option for resolution please ask that
they attach a minimum of three (3) photos to their rejection response so I can
review these photos with my ‘inspector’s’ management staff to ensure we are
properly addressing this customer’s concern on a direct basis. Based on the
indicated state of this bed and the damages that are being reported we cannot
deem this customer’s merchandise defective by a factory defect at this time,
therefore we are offering the best option for resolution we can given this scenario
as whole.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and I am
not able to locate an account.
http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ />
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Complaint: [redacted]
I am rejecting this response because:
I entered Bobs to PURCHASE furniture not lease or rent.
the sales associate or [redacted] never stated I was doing so.
I was not given paperwork at the time of signing... It was emailed.
If that would have been disclosed to me I would have never entered into such an agreement.
I paid for the furniture in full as well $2800 in charges. The state maximum for interest is 21% I was charged 180% plus
double the amount in tax. The terms and conditions where never disclosed. These people are criminals. They pray on people
with lessor credit and intelligent.
If I wanted to rent furniture I wouldn't have gone to Bobs. Bobs knows what they are doing, they all work together.
this is a horrible thing to do to people.
My items totaled $1934.00 I paid $4173 .. That's unjust and down right criminal.
Totally taken advantaged of,
[redacted]
Good Afternoon Revdex.com-
We are very sorry if any...
miscommunication occurred between
the salesperson in the store and the customer.
That is certainly not the experience we would want for any of our
customers. We train our salespeople to
explain the terms of the financing available through [redacted]. We apologize if it was not made completely
clear before the credit check was processed.
We are glad that the manager was willing to step in and accept the
responsibility on behalf of Bob’s.
We are very sorry that this was this customer’s first
experience with Bob’s and not a satisfactory one. This customer has already accepted the
compensation that was offered and has reported no further issues with the
pieces. We are very sorry that they
continue to be dissatisfied with the purchase they made.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
I
have spoken with [redacted] today (2.14.2014) and while Bobs Discount Furniture is
unable to take responsibly for mold on any mattress as this an environmental
concern, we have come to offer him a courtesy option for resolution that he has
confirmed with me is satisfactory.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com-
I am very sorry that this bed collapsed
causing the customer to hurt his leg. That is not at all the experience we want our
customer’s to have. This bed is no
longer manufactured and this customer is outside of the one year manufacturer’s
warranty. I have reached out to our parts department to
see if there are other rails that could be adapted to work, they say there are
not.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service Professionals.
Our Service Policy is fully disclosed on the customer’s sales invoice and
provided at the time of sale.
Courtesy Offer for Resolution:
Option 1 – We can offer a 50% refund on
the bed only. The cost of the bed was $218.17.
We can offer a refund of 109.08 back to the customer’s original method
of payment. If you choose this option please call in with MC ending in 7009 so
the refund can be processed. There would
be no remaining warranty on this bed.
Option 2- We can offer a free metal bed frame. We would set up a credit and the customer
could go pick up the bed frame at his earliest convenience. If the customer chooses this option they can
just reply to the Revdex.com mediation service and I will set the credit up on the
account. I have confirmed that the
[redacted] store does stock these.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in April
2012. At the time the sale was created
the customer purchased [redacted]. This
gave the customer five years protection for all damages that occur through a
single accident. These are to be
reported to [redacted] for review and recourse.
The merchandise came with a one year
warranty for manufacturing defects through Bob’s. That one year period ended in May 2013. The set that was originally delivered was
reported to have issues within the first year, during the manufacturing
warranty period, so it was covered.
We offered the customer a Best Effort
Service. This is a courtesy service to
see if the tech can make any repairs with the stock supplies on his truck. This is a service we offer free of charge for
the tech to stuff or sew up seam separations or touch up pieces. The tech went to the home on 8.10.16. He did not report that there were any defects
present. He did report that the pieces
were normal condition for pieces that have been in the home being used for over
four years.
These pieces are far outside of the one
year warranty and we have already extended a Best Effort service. There are no parts available for this
set. We have no options to offer this
customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience the missed
delivery and missing product delivery (from delivery on 10.9.2015) continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels their concerns were met with
such a lack of care. We truly appreciate our customer escalating their concern
of poor service to the Revdex.com so that we may address the coaching concerns we
clearly have within our organization.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us. We
absolutely acknowledge our failures as a business and the concerns these
failures have further caused our customers to experience; we are more than
willing to provide options for compensation to our customer after we honor our
original promise of getting them the merchandise they selected.
Normally we provide our customers with any apology compensation in
the form of a Bobs Discount Furniture Gift Card however due to the level of
failures we are taking ownership for we are prepared to discuss working beyond this
policy in an effort to satisfy our customers and hopefully earn their trust
back in our business.
At this time we are looking forward to completely resolving our customer’s
concerns on 10.13.2015 and they will be able to speak with our Customer Care
Office prior to the delivery team leaving their residence on 10.13.2015 to
confirm the compensation offer(s) we have available.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our sincerest apologies
for the disappointment our customer is experiencing with their product.
Our records indicate that the living room furniture was
delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three years later. A service technician
was dispatched to our customer’s home on 4.3.2015 and found no cause of
manufacturing defect within the sofa or loveseat. Regretfully most businesses
are unable to take back and refund merchandise after three years for customer
preference or normal wear/tear concerns. It is completely normal for any
furniture to experience a loss in seating resiliency and for top grain leather
to experience fading over years of normal usage. Should the customer be
experiencing an actual defect in workmanship Bobs Discount Furniture is happy
to address this concern once it is fully reported to us.
In regards to the dining room table we remain very sorry that after multiple
delivery attempts in December of 2014 we couldn’t deliver our customer a
satisfactory table. As a business we worked outside of our normal policies and
offered this customer a 20% refund on the cost of the table. This option was
fully accepted by the customer as a satisfactory resolution for this concern on
12/13/2015.
As soon as we were made aware of the
defect in the customer’s dining room
chairs (4.3.2014) we scheduled to have the seats replaced with factory
fresh parts, when the customer called back and told us they didn’t want to wait
for the parts to arrive we agreed to schedule an even exchange for the customer
and completed this even exchange, on our first delivery attempt, on 05/09/2015.
Our customer spoke with our Customer Care
call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a
valid effort to address our customers concern directly under their warranty and
scheduled a service appointment to occur within the same week. On 7.11.2015 our service technician reported
that there are no defects in workmanship with the current dining room chairs in
the home. The customer’s seats are up to manufacturing standards and even
though there are no defects in the new chairs- we did offer to order the
customer new seats and the customer refused this offer of consideration.
We do not deny that the customer has
experienced failures on their dining
room furniture and while we acknowledge that these failures are the
result of delivery damages or defects Bobs Discount Furniture has ultimately
addressed and resolved these failures with our customer as soon as they were
reported to us.
As a final offer of extreme courtesy we can place a store credit into the customer’s account which will
allow the customer to reselect to a new dining room set. This store credit will
be based off of the amount the customer originally paid to us (less the 20%
refund that was granted previously on the table) and we will expect to remove
the current dining room set on the same date we deliver the new dining room
furniture. As a formal form of our apology and because we truly want our
customer to be happy with their merchandise, we will also offer to cover the
cost of the new delivery fee associated with the new merchandise.
Should the customer wish to accept our
offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can
expect the appropriate paperwork to be set up in their account thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the incorrect
information being provided at the time of sale as well as the lack of care our
customer asserts these complaints have been met with.
The Goof Proof Plus Plan is made up of two portions – A manufacturing
defect guarantee through Bobs Discount Furniture and a plan for accidental
damages which is honored thru a third party company called Guardian. This
information is indicated on the sales invoice we provide to every customer who
purchases. Regretfully we cannot force the Guardian company to take on a claim
for “scratches” on the table and we have worked to make the initial failure
right by setting up the paperwork to refund the monies paid for this plan.
Bobs Discount Furniture offers a one year manufacturing warranty
on the product regardless if Goof Proof Plus is purchased or not (this is also
expressed on our sales invoice). We are more than happy to honor replacing the
affected chairs; our records indicate that there are 3 chairs that need to be
exchanged for defect reasons.
The dining room set is under factory defect warranty thru
Bobs until 12.10.2015, should any other defect concerns occur we will address
these under the parameters of our expressed service policy (this is available
on the customer’s invoice as well).
We have created the paperwork for the exchange of the 3
chairs and the customer can contact us directly to schedule a date for this
exchange. We also need to speak with the customer directly to confirm the
original method of payment type so we can properly process the refund of monies
paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am
– 8:00p/Sun: 10:30a – 7:00p).
Complaint: [redacted]
I am rejecting this response because:
First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th.
Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.i
Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed.
Sincerely,
[redacted]
Good Morning [redacted],
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period offered directly
thru our company.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over four years and in that four year period our records
indicate that you have not reported any issues to us before now. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are only able to make a store credit
offer to from a place of extreme courtesy and care. As with most protection plans
the Goof Proof Plan purchased does not cover normal wear and tear, this
courtesy option is not in relation to the plan purchased as it is being offered
to you by Bobs directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Queen Sleeper and the Chair from your ‘Park
Place’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Queen Sleeper
and Chair you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. I have reviewed the photos that were sent
in. As this is damage in a small area
and except for the damaged area the pieces look very well cared for, we will
offer recourse. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to exchange
the Lawrence sofa only we will provide a credit (store credit). The exchange will fulfill the Goof Proof
plan, the plan allows for unlimited parts and service, but only a one time
replacement. If the customer would like to purchase a new [redacted] Plan they
can advise the store, the new plan would be an additional 99.99 to have the
sofa covered for five years. We will waive the new delivery fee. The credit is in the system today and will be
available until 3/12/17 at which time it will expire.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture has failed to meet your expectations. Your satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate...
goal.You reference purchasing a $2000.00 sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July 2014. Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding off. We dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding off. Although the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfaction. Since your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July 2014. If you should choose to accept this offer you will have a store credit in the amount of $1699.15 and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,[redacted]
Good
Afternoon [redacted],
I
apologize that you were dissatisfied with my first response. I have spent
several days researching your account prior to responding again to ensure that
your concern was viewed at all angles by [redacted] and Bobs Discount Furniture.
Bobs Discount Furniture truly wishes to help every customer who has a concern
and I am terribly sorry in this case we have no recourse to offer you.
As
the accidental protection portion of this plan is owned and managed by the
[redacted] Company, Bobs Discount Furniture is unable to offer you this plan at
no cost. The [redacted] company provides various protection plans to an immense
amount of retailers all over the United States; this is most likely why there
isn’t specific plan information in regards to the plan that is offered to Bobs
Discount Furniture customers listed on their website. Yes, the sales flyer that
we hand out to all our customers while visiting our store to educate them on
what this plan covers is separate from the customer’s terms and conditions page
on their [redacted] contract. We do display our sales flyer on our website
through our customer care link - [redacted].
The terms and conditions pages of your agreement through [redacted] is not our
information to freely display how we see fit as the policies and procedures
associated with these terms and conditions are not managed or updated by Bobs
Discount Furniture.
In
the year 2012 when you made this purchase we did have a different sales flyer
then the one we currently display and hand out because we have upgraded this
plan since May of 2013. It was “Goof Proof” and now it is “Goof Proof Plus”.
This could be another reason as to why the flyer you received looks different
from the flyer we currently maintain. On the flyer that you would have received
during your sale process it is listed that certain exclusions apply and it is recommended
that you refer to your plan document for further details. It is uncommon that
our customer’s do not receive their plan documents by mail, inside their “Goof
Proof Kits” or by email from the [redacted] company. I’m so sorry that you didn’t
receive yours shortly after taking delivery and had we been made aware of this
we would have sent that to you promptly.
In
reference to the quality of your first sofa, our records indicate that you received
this sofa on 7.28.2012 and never reported having any issues with the sofa until
you filed your accidental damage claim with [redacted] on 12.13.2013. At that
time you made [redacted] aware that you had personally damaged the sofa
mechanism, [redacted]’s record states: “cust
states that he tripped and fell onto the RSF Recliner and ever since whenever
he sits in the Recliner the Reclining Mechanism does not work properly”. Your
protection plan then bought you a brand new sofa for less than a 3rd
of what you paid them for this protection. In reality you now have two (2) sofas
for much less then the cost you paid for one (1). Bobs Discount Furniture can
get parts for this sofa from the vendor who makes it should the need arise, we
were not asked by [redacted] to process that type of transaction for you, we were
instructed that the option our customer accepted was one of a new sofa being
delivered. With any protection plan offered on various big ticket purchases
there must be exceptions in order to keep the plan fair for all consumers. You
have been provided fairness and resolution for your accidental damage concern
and all other merchandise you purchased this protection on is still covered for
unlimited parts and service or a one time replacement through the original five
(5) years from date of delivery. I feel so sad that you feel deceived when you
have experienced a great deal of success from the money you spent. I genuinely
wish there was more I could offer you in regards to your sofa and its warranty
period. Please contact us at ###-###-#### should you have any concerns with
the manufacturing of this sofa as you are covered for defects through
2.06.2015.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
In 4/15 I purchased a pub table with 6 chairs within 9mths half the chairs were falling apart. Called for service and the gentleman came out was great the screws were too short that were initially installed in a chair and others had no screws. He fixed what he could but what wasn't unfixable Bob refused to replace instead ordered new parts which I just received today 7/28 (service was here 4/23) what a disgrace! Now my chairs have not been able to be used since than and I need to yet call again for service since I finally received the parts to come back and fix?? My suggestion purchase elsewhere the warranty is useless and their excuse is every part comes from over seas! Wish I would've known this before hand..I have a family of 5 people and not enough sturdy chairs for my kids to eat dinner in for months because Bobs does not honor their word and garantee!
Good Afternoon Revdex.com,
Our records indicate that this merchandise was delivered on...
10.03.2013.
[redacted] purchased does provide five years of coverage for
factory defect concerns directly thru Bobs Discount Furniture.
Our last service visit to the residence was completed on 1.09.2016 and the
technician provided us with a report that indicates that we serviced the left
side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side
facing loveseat –outside back for 1 inch of batting coming thru the seam. There
is absolutely no mention of coils/springs popping thru the furniture in the
report. I certainly apologize to our customer if the report we have been
provided is inaccurate in anyway however as a business servicing thousands of
customers a day we must place a certain amount of trust in the integrity of our
technician’s reports and the Customer Care Agents that are trained and employed
to record these reports.
At this time the customer
is essentially disputing the report we have therefore it is appropriate to ask
our customer to provide evidence to support their dispute with.
Please ask the customer to submit photographic evidence (To the Revdex.com)
of the item in its entirety and the concern up close- for example – 1 photo of
the entire item at a reasonable distance and a (1) photo of the spring they
assert is popping out. We will review whatever evidence the customer wishes to
provide for this dispute and respond after with what, if any, further recourse
we may be able to offer.
Wow, what can I say about my experience with your company. The sales person was very helpful and nice. Spent some money on a dining room set, even purchased to warranty which put me over $1000. My husband asked if they did a Military discount they said they should but NO. So off we go home. Really made my day finally found the table set I wanted and been searching for months for. Great. Okay here comes my BEEF with your company. It was delivered the day before Thanksgiving and my 40" x 72" table is cracked. I called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnected. Called back again same thing. Now I'm boiling mad by this time. Called back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and number. I told her NO I'LL WAIT. She told me NO. I said then I'll be at your store in 35 minutes and I'm sure you wouldn't want me there. She put me on hold and the Manager came on. Told him my issue with my broken cracked table he took my name and number. He had customer support call me back. I was informed that another table top could not be delivered till after the Holidays. THIS DOESN'T HELP ME FOR MY HOLIDAY DINNER. I asked them to come back and pick everything up they told me I could not get a refund it in the paper work. So people beware of this when or if you want to buy something at Bob's. THANKS BOB'S FOR RUINING MY THANKSGIVING.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely, [redacted]
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly...
reported. I apologize if you have yet to benefit from the plan. Your most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order. If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]
Good Morning
s any customer concerns on a whole level, factoring in
Revdex.com,
Please provide this customer with my apologies for the aggravation this product
concern is causing him, Bobs Discount Furniture wishes to help every customer
who has a concern by providing a valuable and fair option for resolution. I
would also like to apologize to this customer for the alleged information he
states he was provided by our ‘inspector’. If he was told that he was entitled to
a full refund by our representative this information drastically differs from
the report provided to us. I thank him for bringing this information to our
attention so we can appropriately research the professionalism of our staff.
Our records
indicate that the this customer moved this bed from one residence to another
and that the current condition of the bed overall shows customer cause damages
such as broken slats and cracked or split wood on various areas of the bed. As
a business we must a
the current state of the furniture and the environment the furniture has been
subjected to during the time of ownership. If a customer moves a queen size bed
between residences it is usually safe to assume that the bed was fully
disassembled and reassembled by the customer themselves or a third party moving
company. Regretfully Bobs Discount Furniture cannot take ownership or responsibility
for furniture damages that do not occur as the result of a factory defect. I
have been trying for several days to locate pictures of this merchandise so I can
verify the customer’s report verse the report we are being provided from our
representative calling in; I cannot locate the photos within our database.
As an
extreme courtesy we can offer to provide this customer with a store credit for
50% of what the bed originally cost the customer. The customer can use this
store credit in any way they choose and this credit will never expire. In
accepting this credit this customer would be agreeing to keep the bed as is and
Bobs Discount Furniture would not be responsible to remove the furniture from
this customer’s residence.
If our
customer does not want to accept this option for resolution please ask that
they attach a minimum of three (3) photos to their rejection response so I can
review these photos with my ‘inspector’s’ management staff to ensure we are
properly addressing this customer’s concern on a direct basis. Based on the
indicated state of this bed and the damages that are being reported we cannot
deem this customer’s merchandise defective by a factory defect at this time,
therefore we are offering the best option for resolution we can given this scenario
as whole.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and I am
not able to locate an account.
http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ /> Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I entered Bobs to PURCHASE furniture not lease or rent.
the sales associate or [redacted] never stated I was doing so.
I was not given paperwork at the time of signing... It was emailed.
If that would have been disclosed to me I would have never entered into such an agreement.
I paid for the furniture in full as well $2800 in charges. The state maximum for interest is 21% I was charged 180% plus
double the amount in tax. The terms and conditions where never disclosed. These people are criminals. They pray on people
with lessor credit and intelligent.
If I wanted to rent furniture I wouldn't have gone to Bobs. Bobs knows what they are doing, they all work together.
this is a horrible thing to do to people.
My items totaled $1934.00 I paid $4173 .. That's unjust and down right criminal.
Totally taken advantaged of,
[redacted]
Good Afternoon Revdex.com-
We are very sorry if any...
miscommunication occurred between
the salesperson in the store and the customer.
That is certainly not the experience we would want for any of our
customers. We train our salespeople to
explain the terms of the financing available through [redacted]. We apologize if it was not made completely
clear before the credit check was processed.
We are glad that the manager was willing to step in and accept the
responsibility on behalf of Bob’s.
We are very sorry that this was this customer’s first
experience with Bob’s and not a satisfactory one. This customer has already accepted the
compensation that was offered and has reported no further issues with the
pieces. We are very sorry that they
continue to be dissatisfied with the purchase they made.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
I
have spoken with [redacted] today (2.14.2014) and while Bobs Discount Furniture is
unable to take responsibly for mold on any mattress as this an environmental
concern, we have come to offer him a courtesy option for resolution that he has
confirmed with me is satisfactory.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon...
Revdex.com-
I am very sorry that this bed collapsed
causing the customer to hurt his leg. That is not at all the experience we want our
customer’s to have. This bed is no
longer manufactured and this customer is outside of the one year manufacturer’s
warranty. I have reached out to our parts department to
see if there are other rails that could be adapted to work, they say there are
not.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service Professionals.
Our Service Policy is fully disclosed on the customer’s sales invoice and
provided at the time of sale.
Courtesy Offer for Resolution:
Option 1 – We can offer a 50% refund on
the bed only. The cost of the bed was $218.17.
We can offer a refund of 109.08 back to the customer’s original method
of payment. If you choose this option please call in with MC ending in 7009 so
the refund can be processed. There would
be no remaining warranty on this bed.
Option 2- We can offer a free metal bed frame. We would set up a credit and the customer
could go pick up the bed frame at his earliest convenience. If the customer chooses this option they can
just reply to the Revdex.com mediation service and I will set the credit up on the
account. I have confirmed that the
[redacted] store does stock these.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in April
2012. At the time the sale was created
the customer purchased [redacted]. This
gave the customer five years protection for all damages that occur through a
single accident. These are to be
reported to [redacted] for review and recourse.
The merchandise came with a one year
warranty for manufacturing defects through Bob’s. That one year period ended in May 2013. The set that was originally delivered was
reported to have issues within the first year, during the manufacturing
warranty period, so it was covered.
We offered the customer a Best Effort
Service. This is a courtesy service to
see if the tech can make any repairs with the stock supplies on his truck. This is a service we offer free of charge for
the tech to stuff or sew up seam separations or touch up pieces. The tech went to the home on 8.10.16. He did not report that there were any defects
present. He did report that the pieces
were normal condition for pieces that have been in the home being used for over
four years.
These pieces are far outside of the one
year warranty and we have already extended a Best Effort service. There are no parts available for this
set. We have no options to offer this
customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience the missed
delivery and missing product delivery (from delivery on 10.9.2015) continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels their concerns were met with
such a lack of care. We truly appreciate our customer escalating their concern
of poor service to the Revdex.com so that we may address the coaching concerns we
clearly have within our organization.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us. We
absolutely acknowledge our failures as a business and the concerns these
failures have further caused our customers to experience; we are more than
willing to provide options for compensation to our customer after we honor our
original promise of getting them the merchandise they selected.
Normally we provide our customers with any apology compensation in
the form of a Bobs Discount Furniture Gift Card however due to the level of
failures we are taking ownership for we are prepared to discuss working beyond this
policy in an effort to satisfy our customers and hopefully earn their trust
back in our business.
At this time we are looking forward to completely resolving our customer’s
concerns on 10.13.2015 and they will be able to speak with our Customer Care
Office prior to the delivery team leaving their residence on 10.13.2015 to
confirm the compensation offer(s) we have available.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison