Hi Ashley,
I’m so sorry that you found my first response to be so disappointing.
We care very much for all of our customers and proper research must be
completed for each individual to ensure we are remaining fair to all consumers
alike.
We (Bobs Discount Furniture) are not Guardian. We do
not have access to photos that you may have sent to this company. You have
selected to open up a mediation channel via the Revdex.com website with Bobs Discount
Furniture. Please consider that this is Bob’s first attempt at trying to help
you resolve your concern as you have been denied by a completely different
company.
We are happy to see if we are able to help you move forward
however this merchandise has been in your possession for over four years and
you are not within any warranty period directly thru Bobs Discount Furniture. Bobs
has never been to your residence to view this product for any concern within
the time you have had it and we are owed a fair chance to review the pieces as
requested before we disclose if we are able to help you as a courtesy from our
business.
I respectively ask again that you post your photos so the
Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you
case and see what we may be able to do to help you move forward.
As listed in the original response:
To move forward please advise the customer that we
require a minimum of three (3) pictures (in color) for each item that is listed
in the report to Guardian. I have listed the requirements below to ensure our
request is specifically notated:
-Minimum 3 Photos of the damaged item(s):
- 1 Picture that clearly shows the entire facing surface(s)
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We apologize to our customer for any and all inconveniences that the
concern with her merchandise has caused her. At this time our records indicate
that while the customer is outside of her direct warranty through Bobs Discount
Furniture we did provide a service for a seating concern while she was within warranty.
For this reason we will honor offering the option that would be available to
her should her [redacted] have covered this occurrence. We have
placed a reselection credit into the system for the customer based on the price
point she paid for the sectional. Should she be interested in re purchasing the [redacted] she may do that at the new time of sale, we will not be
including a credit for the original protection plan in this offer as the
protection plan offers a one time replacement and that agreement is technically
being fulfilled. The customer will not be charged a new delivery fee on the new
sales order and we will remove the current sectional pieces on the same date we
deliver the new merchandise.
The active credit is available to the customer to use thru
01.28.2015 and the credit number within our system is: [redacted].
We would consider this concern resolved at this time, please have
the customer advise you if there is anything else she feels she needs
assistance with.
Should the customer accept this option but have questions
regarding the active credit please pass along that a call to our Customer Care
Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are
able to assist in answering questions.
Kind Regards,
[redacted]
Bobs Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction.
For instance, our records indicate that when this customer
contacted us in July and complained about the [redacted] company denying the
scratch that was on the dresser we replaced the item at no charge to him. We
completed this at our own cost and kept his five year guarantee active. The
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six months. Nevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser.
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unit. We most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the normal policies and procedures we have in place. As a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike.
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on 12.12.2014. As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretion. This
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of sale. Should the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece.
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the [redacted]’s bed. I have listed these options below.
Options for
resolution on [redacted]’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete [redacted]’s
Bed w/ Trundle drawers. Please note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bed. We are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands.
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the [redacted]’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses). We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects.
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the [redacted]’s Bed w/ Trundle (this would not include this cost of
the mattresses). In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently in. We will
not offer further services for the specific damage that has been reported to
the wheel. Of course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of view. This option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business.
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the [redacted]’s Bed
concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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 look forward to receiving the exchange on 08/06/2016 and a compensation following a satisfactory delivery.
Complaint: [redacted]
I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted], and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claim. When indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board). Why would I make this stuff up! I do not appreciate the implication of my integrity.... Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken.
Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner. Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM. Our claim and initial call was placed with your department for a broken recliner. I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done. Your response today is the same outrageous direction your rep was giving to me when I called last week. You continue to direct the area of concern away from what the true issue is. Your company has done a very good job circling around the true reason why we filed the claim to begin with. Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture. Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas. Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house. Did not realize that our couch had to be spotless and clean. But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??). My 8 pound cat that you wish to continue to focus on did not snap the back of a recliner.
Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked. I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material. Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind".
Sincerely,
[redacted]
Good Afternoon [redacted],
I received confirmation from our Corporate Accounting department, that a refund in the amount of $631.47 was processed back to the [redacted] finance account on, June 26, 2014. It can take up to one full billing cycle for the credit to post to your account however, when contact [redacted] you can reference ticket number [redacted] to check the status of the credit.
Sincerely
[redacted]
size="3">
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the [redacted] company I show no report of any “tear” concern on
this sleeper sofa purchased in 2012.
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture.
[redacted] is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party company. Our customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike.
The customer is welcome to contact [redacted] directly
(###-###-####) and follow the normal process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly.
-Minimum 3 Photos of the Sleeper Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that
clearly shows the damage mark at close range
-1 Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for this customer’s delivery
experience. We do expect our delivery
teams to conduct themselves in a professional manner while in a customer’s
home.
I do see that we sent the technician to the home on May
25th. He touched up the marks
on the bunk bed. After the service
William spoke with one of our agents and confirmed the touch up was completed
and he was satisfied. When Danielle saw
the work, she was not satisfied so we replaced the bunk bed on June 18th.
On June 18th the customer called in that
there was a seam separation on one cushion.
Normally this would be a job that a tech would complete in the home in
just a couple of minutes. The customer
refused service and we have ordered a new casing.
We are sorry that this customer has not been completely
satisfied with the options that have been presented to them, we do offer
service first always, this is our policy and is stated on the last page of
every customer’s sales order. When a
customer refuses this option, the agents must then get approval from a
supervisor to offer a different recourse; this unfortunately will cause the
long phone calls the customer has endured.
We have offered compensation for the poor performance of the delivery
team, which has been accepted and we have gone above our standard policy on
replacing pieces the customer was not satisfied with.
We do not offer an additional discount on merchandise that
is showroom quality. At this time the
only outstanding issue is the part order for the seat casing. We
would not be able to offer any additional recourse at this time.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
We accept the check in that amount of $149.99 as stated. The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan. Thank you for your cooperation in this manner.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
15pt;">Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s. I see the exchange was made in
Sept. 2012. This was a claim through
[redacted], a completely separate company from Bobs. The
pieces were purchased with a one year manufacturer’s warranty. This warranty expired over two years
ago.
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 three years and in that three year period our
records indicate that you have not reported any issues to us before now. The
Bobs warranty on your merchandise expired over two 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 able to make a store
credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted] 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 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘San Diego’
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 Sofa and
Loveseat 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,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
As explained to the Manager of this location, my wife was sold a floor model. When asked if anything was wrong with the marked down merchandise, the sale's rep. assured her that nothing was wrong. It was explained to my wife that the only reason for the mark down was due to the item being discontinued. When I picked this item up, it was already wrapped. I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong. This item was being stored on its side which may have had something to do with the current condition. The manager offered me a service that requires an out of pocket expense. I do not think that I should have to pay for a repair on a brand new item. In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!!
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that has
occurred. We have reviewed the photos
from the technician from day of service and the bed does have the correct
number of slats. The bed is supposed to
have twelve slats and in the photo I can see there are twelve slats
present.
I am not sure exactly which pieces that customer is missing
or believes that there should be more of.
Is it possible there were slats missing and the technician added more? If
the customer could submit a photo or give a more detailed description of what
the concern is, we will discuss with our service department.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
white; line-height: 15pt;">We are very sorry for the issues this
customer is reporting. I have thoroughly
reviewed the customer’s account and find no instance of the customer reporting
these issues to us to allow us to rectify the concerns. This merchandise is covered for 5 years from manufacturing
defects and for 5 years for accidental damages.
We must make a determination as to how these damages have occurred so
that we can ascertain how best to assist this customer.
Bobs Discount Furniture is prepared to
offer this customer a service for repair or touch up on the all merchandise in the home. This means we will do our absolute best to correct
the damages present, if the technician makes the determination that parts
and/or service will not correct any manufacturing defects, we will be prepared
to offer other recourse to this customer.
We take great pride in our technician’s quality workmanship and are
happy to provide this service.
Should this customer wish to accept our
offer for resolution, please reach out to us through this Revdex.com channel or via
our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p).
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">Please pass on our deepest apologies to our customer for the
poor service and customer care experiences he outlines to have occurred.
I attempted to look up the photographs that the customer
states they sent into our photo box and I was unable to locate these.
I am happy to research this claim further with our Service
Management Team and follow up with this customer on what possible options for
resolution we may have to provide him
with after I am able to review photos.
Please ask that the customer send these photos thru this Revdex.com
channel for further assistance on this claim.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I
am so sorry for the run around it seems like you have been receiving from Bobs
and [redacted]. I do understand how frustrating this is and assure you that Bobs
Discount Furniture considers all our customer’s concerns a high priority.
Our
records indicate that there is some confusion pertaining to the actual location
of the rip on your sofa. The Goof Proof Protection plan you purchased does
cover most accidental rips, it seems that they have denied your claim because
you reported it as a ‘seam separation’ rather than a rip. Seam separations are
not covered under the accidental protection plan and are usually an occurrence
that Bobs Discount Furniture can take care of. Your account becomes a little
confusing at this point because our technician’s report states that the damage
is not near a seam and cannot be repaired. I promise you Bobs Discount
Furniture would like nothing more than to be able to assist you further with
this concern. At this time I will ask that you please respond to me with
current photos of your sofa. I can review these pictures with my Service
Technician Manager and we can discuss, if any, what options for resolution may
be available to you.
If
you’d like you can respond to me through this channel or you may email me the
photos directly at [redacted]
.
Please send a minimum of two (3) photos to me. One (1) photo of
your entire sofa from the front, (1) photo of your entire sofa from a side view
and one (1) photo of the sofa’s damage up close.
I sincerely want to help you [redacted] and
await your response.
Thank You, [redacted] Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon [redacted],
face="Times New Roman" size="3">
I’m sorry to learn of your disappointment and the
concerns you are having with your merchandise. I assure you that Bobs Discount
Furniture cares very much to resolve our customer’s concerns while maintaining their
trust in out business.
While I certainly understand what you allege to have
occurred at the time of sale nearly three years ago, the protection plan you
purchased in 2012 did not extended the manufacturing warranty directly thru
Bobs Discount Furniture. The initial technician was sent out to your home as a
courtesy to see what we may have been able to repair for you at no charge on a
best effort basis. Bobs is happy to see how we may able to assist you further
as a courtesy outside of any warranty period associated with your
item/purchase.
Our records indicate that the merchandise with concern
is heavily soiled with multiple spots of staining. I checked thru our log of
technician photos and regretfully I am unable to locate the pictures our
technician may have taken from your home. Understandably and in accordance with
most every protection plan in the marketplace it is reasonable for a retailer
to expect that the merchandise covered be kept in good condition overall prior
to a claim be filed with the insurance purchased.
To move forward I ask that you please attach photos of
your items to your next Revdex.com response so we can continue to mediate your concern
within the channel you have selected to open.
-Minimum 4 Photos of the Sofa &
Loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa & loveseat
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (OR the side angle depending on how furniture is located
in home)
-1
Picture of a close view of loveseat
-1
Picture of a close view of sofa
We will review these photos and respond
with what courtesy option for resolution we have to offer this customer.
Sincerely,
Stephanie G.
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint:[redacted]
I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.
It sounds to me like this company is only out for the money and has no empathy for all I've been through. The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them. I don't know why Bob's feels like offering a credit to shop in there store is a gift. Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $100 in Bob's credit. What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back. This company might as well be stealing from the poor.
I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did. The one thing I know for certain is that what goes around comes around. I was always taught to treat people the way I would want to be treated. This company has no compassion and giving them a second chance was a very poor decision on my part.
Sincerely,[redacted]
Good Afternoon Revdex.com-
We are very sorry for the error in the...
paperwork that caused
frustration and delay in having the bed assembled. The team had reported the wrong piece was
missing. Unfortunately, it did take ten
days to have the error corrected and the bed assembled. We are very sorry that this was the customer’s
experience. We have already processed
the accepted compensation. This is the
only and final compensation we could offer on this account. The amount that was accepted is double what
would normally be offered, per Bob’s policy.
We are sorry that the customer is not pleased with this amount. We believe the offer is correct, based on the
failures.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Since the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further.
Sincerely,
[redacted]
Complaint: 11627504
I am rejecting this response because:
The $19.83 had nothing to do with my complaint. I didn't even include it in my complaint letter because that 20-some-odd dollars wasn't even worth calling them again to have it refunded. They are making it seem like this complaint was issued because no one noticed that they owed me $20. The amount that was owed and kept from me was just under $1500.00, and they are correct, I've spent nearly $5,000 at this store since buying my house. That doesn't even include the bedroom set that I cancelled due to my horrible experience. The fact that their answer is downplaying what happened just solidifies my theory that they do not understand how much trouble this caused me. It wasn't that they just didn't notice this on their own and correct it, They owed this to me for nearly 3 weeks, I called multiple times about it and nothing was done, and no one EVER called me back about any of it (even though I was promised on 3 occasions to be called back with any information on what was happening). I went into this store in person twice regarding this matter and was blown off. I paid more in interest on this furniture set that was never delivered to me than the $19.83 they owe me from one of my multiple previous purchases from this store. I don't even want to speak to customer service regarding the 20 dollar refund. I may stop in this week and have it put on my card but I do not ever want to speak with that store on the phone again. This was the worst customer service experience I have ever had with any store in my entire 33 years on this earth. Not only was one person rude to me, I was blown off multiple times by multiple people who made promises they never kept.
In my opinion, if Bob's values its reputation (which the staff at this store obviously does not), they would seriously consider some internal clean-up and hire new staff. Everything about this experience upset me to no end. I deeply regret buying the goof-proof protection plans, as I do not ever want to deal with them or their affiliates again. However, I was told they could not take the goof-proof off of anything I bought (I bought it for every item I purchased). The only alternative was (and I am quoting here) to "return the furniture, but you can only do that by calling customer service and then you would have to deal with them again." This was said to me in-person by a manager. So it looks like I am out all of that money as well. Just one more thing they have done to ruin my opinion of this business. They aren't doing anything to help this situation by saying they will refund money they already owe me anyway. If they want to make things right, they can refund the money I spent on the goof-proof protection and I will deal with my furniture as-is with no coverage. Otherwise there is no point in going back and forth with them. They aren't helping to resolve this issue.
Sincerely,
[redacted]
Hi Ashley,
I’m so sorry that you found my first response to be so disappointing.
We care very much for all of our customers and proper research must be
completed for each individual to ensure we are remaining fair to all consumers
alike.
We (Bobs Discount Furniture) are not Guardian. We do
not have access to photos that you may have sent to this company. You have
selected to open up a mediation channel via the Revdex.com website with Bobs Discount
Furniture. Please consider that this is Bob’s first attempt at trying to help
you resolve your concern as you have been denied by a completely different
company.
We are happy to see if we are able to help you move forward
however this merchandise has been in your possession for over four years and
you are not within any warranty period directly thru Bobs Discount Furniture. Bobs
has never been to your residence to view this product for any concern within
the time you have had it and we are owed a fair chance to review the pieces as
requested before we disclose if we are able to help you as a courtesy from our
business.
I respectively ask again that you post your photos so the
Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you
case and see what we may be able to do to help you move forward.
As listed in the original response:
To move forward please advise the customer that we
require a minimum of three (3) pictures (in color) for each item that is listed
in the report to Guardian. I have listed the requirements below to ensure our
request is specifically notated:
-Minimum 3 Photos of the damaged item(s):
- 1 Picture that clearly shows the entire facing surface(s)
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
We apologize to our customer for any and all inconveniences that the
concern with her merchandise has caused her. At this time our records indicate
that while the customer is outside of her direct warranty through Bobs Discount
Furniture we did provide a service for a seating concern while she was within warranty.
For this reason we will honor offering the option that would be available to
her should her [redacted] have covered this occurrence. We have
placed a reselection credit into the system for the customer based on the price
point she paid for the sectional. Should she be interested in re purchasing the [redacted] she may do that at the new time of sale, we will not be
including a credit for the original protection plan in this offer as the
protection plan offers a one time replacement and that agreement is technically
being fulfilled. The customer will not be charged a new delivery fee on the new
sales order and we will remove the current sectional pieces on the same date we
deliver the new merchandise.
The active credit is available to the customer to use thru
01.28.2015 and the credit number within our system is: [redacted].
We would consider this concern resolved at this time, please have
the customer advise you if there is anything else she feels she needs
assistance with.
Should the customer accept this option but have questions
regarding the active credit please pass along that a call to our Customer Care
Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are
able to assist in answering questions.
Kind Regards,
[redacted]
Bobs Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction.
For instance, our records indicate that when this customer
contacted us in July and complained about the [redacted] company denying the
scratch that was on the dresser we replaced the item at no charge to him. We
completed this at our own cost and kept his five year guarantee active. The
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six months. Nevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser.
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unit. We most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the normal policies and procedures we have in place. As a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike.
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on 12.12.2014. As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretion. This
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of sale. Should the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece.
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the [redacted]’s bed. I have listed these options below.
Options for
resolution on [redacted]’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete [redacted]’s
Bed w/ Trundle drawers. Please note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bed. We are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands.
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the [redacted]’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses). We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects.
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the [redacted]’s Bed w/ Trundle (this would not include this cost of
the mattresses). In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently in. We will
not offer further services for the specific damage that has been reported to
the wheel. Of course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of view. This option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business.
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the [redacted]’s Bed
concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
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 look forward to receiving the exchange on 08/06/2016 and a compensation following a satisfactory delivery.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted], and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claim. When indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board). Why would I make this stuff up! I do not appreciate the implication of my integrity.... Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken.
Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner. Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM. Our claim and initial call was placed with your department for a broken recliner. I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done. Your response today is the same outrageous direction your rep was giving to me when I called last week. You continue to direct the area of concern away from what the true issue is. Your company has done a very good job circling around the true reason why we filed the claim to begin with. Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture. Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas. Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house. Did not realize that our couch had to be spotless and clean. But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??). My 8 pound cat that you wish to continue to focus on did not snap the back of a recliner.
Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked. I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material. Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind".
Sincerely,
[redacted]
Good Afternoon [redacted],
I received confirmation from our Corporate Accounting department, that a refund in the amount of $631.47 was processed back to the [redacted] finance account on, June 26, 2014. It can take up to one full billing cycle for the credit to post to your account however, when contact [redacted] you can reference ticket number [redacted] to check the status of the credit.
Sincerely
[redacted]
Good Morning Revdex.com,
size="3">
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the [redacted] company I show no report of any “tear” concern on
this sleeper sofa purchased in 2012.
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture.
[redacted] is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party company. Our customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike.
The customer is welcome to contact [redacted] directly
(###-###-####) and follow the normal process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly.
-Minimum 3 Photos of the Sleeper Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that
clearly shows the damage mark at close range
-1 Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for this customer’s delivery
experience. We do expect our delivery
teams to conduct themselves in a professional manner while in a customer’s
home.
I do see that we sent the technician to the home on May
25th. He touched up the marks
on the bunk bed. After the service
William spoke with one of our agents and confirmed the touch up was completed
and he was satisfied. When Danielle saw
the work, she was not satisfied so we replaced the bunk bed on June 18th.
On June 18th the customer called in that
there was a seam separation on one cushion.
Normally this would be a job that a tech would complete in the home in
just a couple of minutes. The customer
refused service and we have ordered a new casing.
We are sorry that this customer has not been completely
satisfied with the options that have been presented to them, we do offer
service first always, this is our policy and is stated on the last page of
every customer’s sales order. When a
customer refuses this option, the agents must then get approval from a
supervisor to offer a different recourse; this unfortunately will cause the
long phone calls the customer has endured.
We have offered compensation for the poor performance of the delivery
team, which has been accepted and we have gone above our standard policy on
replacing pieces the customer was not satisfied with.
We do not offer an additional discount on merchandise that
is showroom quality. At this time the
only outstanding issue is the part order for the seat casing. We
would not be able to offer any additional recourse at this time.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
We accept the check in that amount of $149.99 as stated. The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan. Thank you for your cooperation in this manner.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
15pt;">Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s. I see the exchange was made in
Sept. 2012. This was a claim through
[redacted], a completely separate company from Bobs. The
pieces were purchased with a one year manufacturer’s warranty. This warranty expired over two years
ago.
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 three years and in that three year period our
records indicate that you have not reported any issues to us before now. The
Bobs warranty on your merchandise expired over two 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 able to make a store
credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted] 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 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘San Diego’
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 Sofa and
Loveseat 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,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
As explained to the Manager of this location, my wife was sold a floor model. When asked if anything was wrong with the marked down merchandise, the sale's rep. assured her that nothing was wrong. It was explained to my wife that the only reason for the mark down was due to the item being discontinued. When I picked this item up, it was already wrapped. I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong. This item was being stored on its side which may have had something to do with the current condition. The manager offered me a service that requires an out of pocket expense. I do not think that I should have to pay for a repair on a brand new item. In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!!
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that has
occurred. We have reviewed the photos
from the technician from day of service and the bed does have the correct
number of slats. The bed is supposed to
have twelve slats and in the photo I can see there are twelve slats
present.
I am not sure exactly which pieces that customer is missing
or believes that there should be more of.
Is it possible there were slats missing and the technician added more? If
the customer could submit a photo or give a more detailed description of what
the concern is, we will discuss with our service department.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
white; line-height: 15pt;">We are very sorry for the issues this
customer is reporting. I have thoroughly
reviewed the customer’s account and find no instance of the customer reporting
these issues to us to allow us to rectify the concerns. This merchandise is covered for 5 years from manufacturing
defects and for 5 years for accidental damages.
We must make a determination as to how these damages have occurred so
that we can ascertain how best to assist this customer.
Bobs Discount Furniture is prepared to
offer this customer a service for repair or touch up on the all merchandise in the home. This means we will do our absolute best to correct
the damages present, if the technician makes the determination that parts
and/or service will not correct any manufacturing defects, we will be prepared
to offer other recourse to this customer.
We take great pride in our technician’s quality workmanship and are
happy to provide this service.
Should this customer wish to accept our
offer for resolution, please reach out to us through this Revdex.com channel or via
our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p).
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">Please pass on our deepest apologies to our customer for the
poor service and customer care experiences he outlines to have occurred.
I attempted to look up the photographs that the customer
states they sent into our photo box and I was unable to locate these.
I am happy to research this claim further with our Service
Management Team and follow up with this customer on what possible options for
resolution we may have to provide him
with after I am able to review photos.
Please ask that the customer send these photos thru this Revdex.com
channel for further assistance on this claim.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
I
am so sorry for the run around it seems like you have been receiving from Bobs
and [redacted]. I do understand how frustrating this is and assure you that Bobs
Discount Furniture considers all our customer’s concerns a high priority.
Our
records indicate that there is some confusion pertaining to the actual location
of the rip on your sofa. The Goof Proof Protection plan you purchased does
cover most accidental rips, it seems that they have denied your claim because
you reported it as a ‘seam separation’ rather than a rip. Seam separations are
not covered under the accidental protection plan and are usually an occurrence
that Bobs Discount Furniture can take care of. Your account becomes a little
confusing at this point because our technician’s report states that the damage
is not near a seam and cannot be repaired. I promise you Bobs Discount
Furniture would like nothing more than to be able to assist you further with
this concern. At this time I will ask that you please respond to me with
current photos of your sofa. I can review these pictures with my Service
Technician Manager and we can discuss, if any, what options for resolution may
be available to you.
If
you’d like you can respond to me through this channel or you may email me the
photos directly at [redacted]
.
Please send a minimum of two (3) photos to me. One (1) photo of
your entire sofa from the front, (1) photo of your entire sofa from a side view
and one (1) photo of the sofa’s damage up close.
I sincerely want to help you [redacted] and
await your response.
Thank You, [redacted] Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon [redacted],
face="Times New Roman" size="3">
I’m sorry to learn of your disappointment and the
concerns you are having with your merchandise. I assure you that Bobs Discount
Furniture cares very much to resolve our customer’s concerns while maintaining their
trust in out business.
While I certainly understand what you allege to have
occurred at the time of sale nearly three years ago, the protection plan you
purchased in 2012 did not extended the manufacturing warranty directly thru
Bobs Discount Furniture. The initial technician was sent out to your home as a
courtesy to see what we may have been able to repair for you at no charge on a
best effort basis. Bobs is happy to see how we may able to assist you further
as a courtesy outside of any warranty period associated with your
item/purchase.
Our records indicate that the merchandise with concern
is heavily soiled with multiple spots of staining. I checked thru our log of
technician photos and regretfully I am unable to locate the pictures our
technician may have taken from your home. Understandably and in accordance with
most every protection plan in the marketplace it is reasonable for a retailer
to expect that the merchandise covered be kept in good condition overall prior
to a claim be filed with the insurance purchased.
To move forward I ask that you please attach photos of
your items to your next Revdex.com response so we can continue to mediate your concern
within the channel you have selected to open.
-Minimum 4 Photos of the Sofa &
Loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa & loveseat
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (OR the side angle depending on how furniture is located
in home)
-1
Picture of a close view of loveseat
-1
Picture of a close view of sofa
We will review these photos and respond
with what courtesy option for resolution we have to offer this customer.
Sincerely,
Stephanie G.
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint:[redacted]
I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.
It sounds to me like this company is only out for the money and has no empathy for all I've been through. The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them. I don't know why Bob's feels like offering a credit to shop in there store is a gift. Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $100 in Bob's credit. What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back. This company might as well be stealing from the poor.
I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did. The one thing I know for certain is that what goes around comes around. I was always taught to treat people the way I would want to be treated. This company has no compassion and giving them a second chance was a very poor decision on my part.
Sincerely,[redacted]
Good Afternoon Revdex.com-
We are very sorry for the error in the...
paperwork that caused
frustration and delay in having the bed assembled. The team had reported the wrong piece was
missing. Unfortunately, it did take ten
days to have the error corrected and the bed assembled. We are very sorry that this was the customer’s
experience. We have already processed
the accepted compensation. This is the
only and final compensation we could offer on this account. The amount that was accepted is double what
would normally be offered, per Bob’s policy.
We are sorry that the customer is not pleased with this amount. We believe the offer is correct, based on the
failures.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Since the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further.
Sincerely,
[redacted]
Complaint: 11627504
I am rejecting this response because:
The $19.83 had nothing to do with my complaint. I didn't even include it in my complaint letter because that 20-some-odd dollars wasn't even worth calling them again to have it refunded. They are making it seem like this complaint was issued because no one noticed that they owed me $20. The amount that was owed and kept from me was just under $1500.00, and they are correct, I've spent nearly $5,000 at this store since buying my house. That doesn't even include the bedroom set that I cancelled due to my horrible experience. The fact that their answer is downplaying what happened just solidifies my theory that they do not understand how much trouble this caused me. It wasn't that they just didn't notice this on their own and correct it, They owed this to me for nearly 3 weeks, I called multiple times about it and nothing was done, and no one EVER called me back about any of it (even though I was promised on 3 occasions to be called back with any information on what was happening). I went into this store in person twice regarding this matter and was blown off. I paid more in interest on this furniture set that was never delivered to me than the $19.83 they owe me from one of my multiple previous purchases from this store. I don't even want to speak to customer service regarding the 20 dollar refund. I may stop in this week and have it put on my card but I do not ever want to speak with that store on the phone again. This was the worst customer service experience I have ever had with any store in my entire 33 years on this earth. Not only was one person rude to me, I was blown off multiple times by multiple people who made promises they never kept.
In my opinion, if Bob's values its reputation (which the staff at this store obviously does not), they would seriously consider some internal clean-up and hire new staff. Everything about this experience upset me to no end. I deeply regret buying the goof-proof protection plans, as I do not ever want to deal with them or their affiliates again. However, I was told they could not take the goof-proof off of anything I bought (I bought it for every item I purchased). The only alternative was (and I am quoting here) to "return the furniture, but you can only do that by calling customer service and then you would have to deal with them again." This was said to me in-person by a manager. So it looks like I am out all of that money as well. Just one more thing they have done to ruin my opinion of this business. They aren't doing anything to help this situation by saying they will refund money they already owe me anyway. If they want to make things right, they can refund the money I spent on the goof-proof protection and I will deal with my furniture as-is with no coverage. Otherwise there is no point in going back and forth with them. They aren't helping to resolve this issue.
Sincerely,
[redacted]