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.
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 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
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]
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...
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
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]
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
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.
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
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
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-
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,
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
Complaint: [redacted]
I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy. As such, I will need the specific details of their offer with dates to close this claim.
Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer cr, is a partial refund in the amount of $900 with a $200 store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the 7 day response time I have to keep this claim open).
The actual offer the company verbalized to me over the phone is unacceptable because:
1- I do not want the store credit and will never visit this establishment. I am asking for a full refund in the exact amount charged $1,055.85, which includes a $99 delivery fee. While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services.
2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers. However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it. The company has had my payment since April 15, 2016. I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date.
3- I request that the next offer states exactly what the company will do and how they will do it. I held up my end of the trade and shouldn’t have to do anything else. The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say. Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again. If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday pick-up day). If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.
Revdex.com, this complaint is beyond a refund to little ole me. The company is dishonest, their policies are deceitful and their practices are predatory. I beseech you to thoroughly investigate this company. The quality of the furniture in the store is completely different than what they actual make and send to consumers. The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently. The absolute no refund policy is appalling. The way the consumer is informed of this policy is intentionally misleading and purposely perplexing. Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is demonstration of the verbal berating dissatisfied customers have to deal with.
If this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities.
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 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
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]
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]
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]
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]
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
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
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]
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...
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
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]
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
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
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
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 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-
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,
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
Complaint: [redacted]
r, is a partial refund in the amount of $900 with a $200 store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the 7 day response time I have to keep this claim open).
I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy. As such, I will need the specific details of their offer with dates to close this claim.
Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer c
The actual offer the company verbalized to me over the phone is unacceptable because:
1- I do not want the store credit and will never visit this establishment. I am asking for a full refund in the exact amount charged $1,055.85, which includes a $99 delivery fee. While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services.
2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers. However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it. The company has had my payment since April 15, 2016. I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date.
3- I request that the next offer states exactly what the company will do and how they will do it. I held up my end of the trade and shouldn’t have to do anything else. The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say. Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again. If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday pick-up day). If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.
Revdex.com, this complaint is beyond a refund to little ole me. The company is dishonest, their policies are deceitful and their practices are predatory. I beseech you to thoroughly investigate this company. The quality of the furniture in the store is completely different than what they actual make and send to consumers. The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently. The absolute no refund policy is appalling. The way the consumer is informed of this policy is intentionally misleading and purposely perplexing. Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is demonstration of the verbal berating dissatisfied customers have to deal with.
If this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities.
Sincerely,
[redacted]
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 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
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]
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]
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]