Good Afternoon Revdex.com,
size="3">I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Pros: Price, Furniture Looks very good in the showroom
Cons: Looks are VERY deceiving. Furniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their products. They apparently sell Disposable Furniture designed under the "Planned obsolescence" model.
My wife and I Bought a leather Sofa bed from Bob's a couple years ago. $1300 + $149 for Bob's cute sounding "[redacted]" accident protection plan which also extends bob's own "factory defect" warranty from 1 to 5 years. Sofa worked well enough. However we made the mistake of actually using the bed portion of the sofa bed. We had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sides. The whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-4 inches. This was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at all.
Since I was still under warranty however, I thought we would be okay. The Tech came from Bobs, looked at the sofa for a total of 3 minutes, took a photo and asked to use my phone. He said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repair. He talked to her for a minute then handed me the phone saying she needed to complete the transaction with me. The man abruptly left while I was still on the phone with the woman at bobs. She then proceeded to tell me that I had to pay for the replacement frame section. Um, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover this. I said there was no accident that I was aware of, it was being used as intended. I was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] Inc.
After going to [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what parts. I literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or not. How convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accident. I reported it as an accident, and [redacted] Inc/[redacted] determined that it was not an accident and would not be covered by them either. Shocker I know. After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordingly. I was not very optimistic at this point.
Back to Bob's 800 number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defect. I asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that far. Click..... they hung up on me.
So my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..only. Which we will replace at some point with an actual sofa bed that is not made of garbage materials.
Lesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long term. Behind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction pieces. I think they employ the term "Planned obsolescence" to a whole new level. For your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
size="3">
We are very sorry that there was any concern with our customer’s
delivery and we further apologize for the poor customer care that the customer
alleges to have received at our store level.
We have followed up on the internal coaching concerns this
complaint presented to us and at this time the customer’s order has been fully
canceled from our systems.
Any funds put forth from the purchase were paid directly to ‘Acceptance
Now’ and a refund of these funds falls under the procedures and processing of
the ‘Acceptance Now’ company. Regretfully we have no control over the manner in
which funds return when the payment has not been made directly to our company.
We sincerely apologize to the customer and his fiancé again for
the poor impression they have been left with of our business.
Kindest Regards, Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the...
inconvenience. Our service guarantee does state that we
offer parts and service for the first year.
The customer refused this option and we have gone outside of our normal
policy to offer the exchange. If the
customer had chosen delivery, the customer would then have had a professional
assembly and any issues would have been our responsibility. If the customer would like to pay for
delivery service now we can have the team come out and assemble with the new
piece.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize that you found my
first response to be less than satisfactory and I thank you for sending through
these attachments with your response. The flyer you have included is the same
flyer that I sent with my initial communication, please note that underneath
the general overview of what is covered there is this information:
Refer to the current [redacted] Furniture
Protection Plan for complete coverage details.
Bobs Discount Furniture would
have had no knowledge that you did not receive the [redacted] Furniture
Protection Plan as we do not manage or update this protection plan. It is owned
and operated by [redacted]. As you selected to purchase this protection plan
through Bobs Discount Furniture and we stand behind the terms and conditions of
this plan, I have made a reasonable offer in an effort to reach out to you as
our customer. I am not denying that a rip or tear is covered because these
instances are coverable damages when the occurrence is a result of an accident.
An animal ripping, tearing, or puncturing furniture is not the result of an
accident and the fact remains that this type of damage is not covered under the
protection plan you purchased from [redacted]. The other document you have
attached provides information on how to contact [redacted] and does not
represent any type of specific coverage details.
As our current (2014) Goof Proof -Plus
Protection Plan and sales flyer is represented and managed by a completely different
company called ‘Guardian’ it is reasonable to expect that the wording on both
flyers is different. I wish very much that I had the ability to overturn the
denial result of a third –party company, especially when I know personally how
frustrating it is to experience a denial from this protection plan.
I’m so sorry that we don’t have
further recourse to offer you relating to this concern and as a final offer of
courtesy and apology I can request that a Bobs Discount Furniture Gift Card be
sent to you for the amount you paid for this protection plan ($99.99). Please let me know if you would like me to
process this gift card request for you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I still disagree with what they have to say there is no explanation or reason as to why it took this long and this many attempts for them to fix a problem and how nasty they have treated me as a customer and for them to say they have no obgauation to compensate is complete out of line I can understand if it has happened once and they fixed it the next time but to have take this long and to continue to do nothing but send out garbage quality furniture is not my fault they need to just own up to the fact they have made huge mistakes and send a formal apologie and credit of $250 in the from of cash or check to fix the problems they have caused I have no use for a gift card for there business I need to pay for my stuff and can not do that with a gift card the need to own up to there mistakes plain and simple
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I have spoken with Mrs. [redacted] today (12.17.2015) and
we have agreed on a resolution option that she is comfortable with.
At this time our business considers this concern
resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they
have experienced with their furniture and our staff.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I apologize for the frustration you are experiencing while seeking to get your
claim resolved and I assure you that Bobs Discount Furniture cares very much to
resolve our customers concerns in a fair and adequate manner.
Our
records indicate that we last serviced your product on 3.21.2014 at this
address: [redacted]. This service was performed to you
as a courtesy outside of your warranty period with Bobs Discount Furniture and
we did not ask for a payment at this time. The Goof Proof plan you purchased at
time of sale is managed by a third party company called [redacted]. This plan did not extend
your one year product guarantee directly through Bobs, Goof Proof is designed
to protect against one time accidental occurrences of damage and I certainly
apologize for any misunderstanding that may have been presented to you during
the time of your purchase.
The Bobs
Discount Furniture warranty on your merchandise expired over two years ago. If
you would like Bobs to directly care for your merchandise outside of a warranty
period and after the merchandise has been physically handled and moved to a new
delivery address we would require a payment of $79.99 (+tax) from you.
We are
unable to take your merchandise back for a monetary refund as stated on your
original sales invoice that you signed at the time of purchase. If you’d like
to cancel the only coverage that remains on your merchandise I will approve
refunding the $99.99 you paid us for this plan as a courtesy. I apologize again
for the amount of time you have spent seeking resolution for your concerns and
I thank you for escalating your complaint so that we can evolve as a business
and ensure all of our customers are receiving the best care possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer has...
gone through this
issue. That is not something we would
want for anyone. This bed was not part
of the recall. The beds that these
replaced in November of 2015 were the beds that had one piece that was
recalled. This is the version the
manufacturer upgraded to.
The twin over full combination is still available; we have
expanded the selection to include a choice of three colors. We have set up a reselection credit for both
beds, even though only one was noted as an issue and we have done this without
our normal procedure of sending out a technician to verify if either bed is
defective. We would not be able to
include the mattresses in the reselection.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: I have a [redacted] Chest for $249.00 that was returned. I do not see that anywhere. If you add that to the bedroom set of $550.00 it some to $799, not $715.85 which should have included tax.
Also the post floor lamp of $99.99 should be there too, unsure if that was taken off or not. Also the [redacted] Plus was returned for $129.99. Do not see that anywhere either.
Again, my total with tax for the 3 items that I have in my house at this time, with tax and everything I paid should be $986.28.
I don't completely understand why no one at Bob's can go over this with me and resolve this issue. They contracted the delivery men out, did not take back the furniture on day one, refused to take it back. Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned. This is bad business and very poor customer service.
Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud. He told us that it would be much quieter at home. that it was load due to the platform the bed was sitting on in the showroom. This was an out and out lie because the maintenance person told us that they were all that loud. We cannot use the massaging function at all due to the noise. It is useless. If the salesperson was honest from the beginning this would not be a problem. We were told that the Bed had a 60 guarantee and it was not specified to us that the base was not considered part of the Bed. As far as we were concerned the Bed was one product with the same 60 day guarantee not just the mattresses. In our minds the base is part of the bed and we were not told otherwise. They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase.
Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit. Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved.
The return policy was not relayed to us in full detail even when he had me sign the receipt. The salesperson told me to initial here in a rush to get the order complete. I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured. Bob's Furniture does not stand by their products and has lost this customer. I would not recommend Bob's to any of my friends or family.
Sincerely,
[redacted]
Good Afternoon
Revdex.com,
Please
provide this customer with our genuine apology for the amount of time it has
taken for the customer to receive her returning funds. The amount of
compensation the customer states she should be receiving is correct and all of
our records indicate that the monetary funds have been properly released from
our accounting department as of today (3.29.2014). If the customer has not seen
the fund replenishment as of yet I would encourage that she contact the bank
who her credit card is managed by to inquire if there is an internal hold for
these funds on their end. I apologize again that we are still causing this
customer stress and I assure her that Bobs has provided her with the credit she
was promised.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I will accept the terms of compensation for the $149.99 delivery fee once that is specified explicitly in writing. The information offered in the company's response was too vague: "We agree to this customer’s request for compensation. This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $149.99 delivery charge.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
the customer directly to make sure all of the issues have been addressed and to
discuss compensation. We have offered
this customer several options. They will
discuss and reply back to us with their decision.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your mediation assistance is not wasted.
Good Afternoon Revdex.com,
Roman" size="3">
Please pass on our apologies for the frustration this
customer is experiencing with the sectional sofa purchased from us. We also
apologize for the alleged rude behavior the customer cites to have received from
one of our technicians. It is extremely rare that we receive complaints from
customers not wanting members of our service team back to their residence. Due
to restrictions of our computer system, in order to prevent a previous
technician from returning we must be made aware each time a service appointment
is created so we can send a specific request for that specific service date. I am
so sorry if our agents were properly informed by the customer while creating
the service appointment in question and the unwanted technician still showed up
to the home.
Our records show that this merchandise was delivered to the
customer on 10.24.2012 and the warranty protection the customer purchased on
this sofa is active through Bobs Discount Furniture for a period of five years
(expiring on 10.24.2017). While I can understand the customer’s aggravation
having had multiple services we have been keeping their best interest in mind.
In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement
of the merchandise. Should the customer
seek to have this merchandise replaced it will completely fulfill the protection
plan agreement on all three of these sectional pieces. Some of the issues the
customer has been reporting (seam separations) have been deemed manufacturing
defects however some of the concerns are related to normal wear and tear, in
example it is completely normal and should be expected that multiple seats
loose resiliency over a period of two years time. We have been continually
meeting our customer’s concerns with service as readily as we are able to.
We are more than happy to offer the option of replacement or
reselection to the customer under the parameters of the protection plan they
purchased should they fully understand
and accept that this replacement will use up the coverage they currently
maintain. On the sales order in question the cost of the plan was $149.99
to protect $1299.00 of merchandise for five years, based on the extremely low
price point we feel it is obvious as to why the plan is active for only five
years and would only allow the replacement of merchandise only one time (please
keep in mind the plan covers the cost of delivery/disposal fees associated with
the replacement as well).
Should the customer wish to purchase the plan on the
replacement merchandise that is always an additional option they can take advantage
of. I have listed below the available options for this customer’s concern in
terms of getting this merchandise replaced:
Option #1:
Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).
Should the customer want to purchase the plan again on the new sectional they
should make us aware of that choice so we can correctly set up the paperwork and
charge them for the new protection plan prior to scheduling an exchange date. We
will expect to remove the items the customer currently has in the home on the
same date we deliver the new replacement items.
OR
Option #2:
Initiate the ‘one time replacement option’ under the Goof
Proof Plus Plan and receive a store credit for the amount originally paid to us
on the sectional (THIS OFFER IS
EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would
allow the customer to pick out a different living room set and should they wish
to purchase the plan on the new set the customer can discuss this directly with
their new sales person while in our store. We will expect to remove the items
the customer currently has in the home on the same date we deliver the new
replacement items.
If the customer is still seeking a merchandise replacement
please ask that they respond to us with which option they would prefer through
this Revdex.com channel that they have opened for mediation purposes.
bought 2 twin beds , box springs and memory foam mattresses .. after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds were. the smell was coming from the beds !! it was horrendous .. I called and was told they would not come to remove the beds before the 30 day get to know your mattress time rule was up . I had the beds for only 11 days . the thought of keeping this environmental hazard in my home for another 20 days was too much! even after expressing my concern for the health of my family ,they would do nothing .. unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item .. I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience .. for the health of my family , I had the beds taken from my home the next day by a junk company ... a loss of 800 plus dollars is nothing compared to the safety and health of my family!!!
Complaint: [redacted]
I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemail. I responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.com. I was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them. I took pictures and emailed them over to the business.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed delivered. Every step in this process has been screwed up. When I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture first. You have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warranty. It's unreasonable.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Pros: Price, Furniture Looks very good in the showroom
Cons: Looks are VERY deceiving. Furniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their products. They apparently sell Disposable Furniture designed under the "Planned obsolescence" model.
My wife and I Bought a leather Sofa bed from Bob's a couple years ago. $1300 + $149 for Bob's cute sounding "[redacted]" accident protection plan which also extends bob's own "factory defect" warranty from 1 to 5 years. Sofa worked well enough. However we made the mistake of actually using the bed portion of the sofa bed. We had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sides. The whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-4 inches. This was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at all.
Since I was still under warranty however, I thought we would be okay. The Tech came from Bobs, looked at the sofa for a total of 3 minutes, took a photo and asked to use my phone. He said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repair. He talked to her for a minute then handed me the phone saying she needed to complete the transaction with me. The man abruptly left while I was still on the phone with the woman at bobs. She then proceeded to tell me that I had to pay for the replacement frame section. Um, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover this. I said there was no accident that I was aware of, it was being used as intended. I was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] Inc.
After going to [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what parts. I literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or not. How convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accident. I reported it as an accident, and [redacted] Inc/[redacted] determined that it was not an accident and would not be covered by them either. Shocker I know. After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordingly. I was not very optimistic at this point.
Back to Bob's 800 number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defect. I asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that far. Click..... they hung up on me.
So my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..only. Which we will replace at some point with an actual sofa bed that is not made of garbage materials.
Lesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long term. Behind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction pieces. I think they employ the term "Planned obsolescence" to a whole new level. For your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
Good Afternoon Revdex.com,
size="3">
We are very sorry that there was any concern with our customer’s
delivery and we further apologize for the poor customer care that the customer
alleges to have received at our store level.
We have followed up on the internal coaching concerns this
complaint presented to us and at this time the customer’s order has been fully
canceled from our systems.
Any funds put forth from the purchase were paid directly to ‘Acceptance
Now’ and a refund of these funds falls under the procedures and processing of
the ‘Acceptance Now’ company. Regretfully we have no control over the manner in
which funds return when the payment has not been made directly to our company.
We sincerely apologize to the customer and his fiancé again for
the poor impression they have been left with of our business.
Kindest Regards, Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the...
inconvenience. Our service guarantee does state that we
offer parts and service for the first year.
The customer refused this option and we have gone outside of our normal
policy to offer the exchange. If the
customer had chosen delivery, the customer would then have had a professional
assembly and any issues would have been our responsibility. If the customer would like to pay for
delivery service now we can have the team come out and assemble with the new
piece.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize that you found my
first response to be less than satisfactory and I thank you for sending through
these attachments with your response. The flyer you have included is the same
flyer that I sent with my initial communication, please note that underneath
the general overview of what is covered there is this information:
Refer to the current [redacted] Furniture
Protection Plan for complete coverage details.
Bobs Discount Furniture would
have had no knowledge that you did not receive the [redacted] Furniture
Protection Plan as we do not manage or update this protection plan. It is owned
and operated by [redacted]. As you selected to purchase this protection plan
through Bobs Discount Furniture and we stand behind the terms and conditions of
this plan, I have made a reasonable offer in an effort to reach out to you as
our customer. I am not denying that a rip or tear is covered because these
instances are coverable damages when the occurrence is a result of an accident.
An animal ripping, tearing, or puncturing furniture is not the result of an
accident and the fact remains that this type of damage is not covered under the
protection plan you purchased from [redacted]. The other document you have
attached provides information on how to contact [redacted] and does not
represent any type of specific coverage details.
As our current (2014) Goof Proof -Plus
Protection Plan and sales flyer is represented and managed by a completely different
company called ‘Guardian’ it is reasonable to expect that the wording on both
flyers is different. I wish very much that I had the ability to overturn the
denial result of a third –party company, especially when I know personally how
frustrating it is to experience a denial from this protection plan.
I’m so sorry that we don’t have
further recourse to offer you relating to this concern and as a final offer of
courtesy and apology I can request that a Bobs Discount Furniture Gift Card be
sent to you for the amount you paid for this protection plan ($99.99). Please let me know if you would like me to
process this gift card request for you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I still disagree with what they have to say there is no explanation or reason as to why it took this long and this many attempts for them to fix a problem and how nasty they have treated me as a customer and for them to say they have no obgauation to compensate is complete out of line I can understand if it has happened once and they fixed it the next time but to have take this long and to continue to do nothing but send out garbage quality furniture is not my fault they need to just own up to the fact they have made huge mistakes and send a formal apologie and credit of $250 in the from of cash or check to fix the problems they have caused I have no use for a gift card for there business I need to pay for my stuff and can not do that with a gift card the need to own up to there mistakes plain and simple
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I have spoken with Mrs. [redacted] today (12.17.2015) and
we have agreed on a resolution option that she is comfortable with.
At this time our business considers this concern
resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they
have experienced with their furniture and our staff.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
I apologize for the frustration you are experiencing while seeking to get your
claim resolved and I assure you that Bobs Discount Furniture cares very much to
resolve our customers concerns in a fair and adequate manner.
Our
records indicate that we last serviced your product on 3.21.2014 at this
address: [redacted]. This service was performed to you
as a courtesy outside of your warranty period with Bobs Discount Furniture and
we did not ask for a payment at this time. The Goof Proof plan you purchased at
time of sale is managed by a third party company called [redacted]. This plan did not extend
your one year product guarantee directly through Bobs, Goof Proof is designed
to protect against one time accidental occurrences of damage and I certainly
apologize for any misunderstanding that may have been presented to you during
the time of your purchase.
The Bobs
Discount Furniture warranty on your merchandise expired over two years ago. If
you would like Bobs to directly care for your merchandise outside of a warranty
period and after the merchandise has been physically handled and moved to a new
delivery address we would require a payment of $79.99 (+tax) from you.
We are
unable to take your merchandise back for a monetary refund as stated on your
original sales invoice that you signed at the time of purchase. If you’d like
to cancel the only coverage that remains on your merchandise I will approve
refunding the $99.99 you paid us for this plan as a courtesy. I apologize again
for the amount of time you have spent seeking resolution for your concerns and
I thank you for escalating your complaint so that we can evolve as a business
and ensure all of our customers are receiving the best care possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer has...
gone through this
issue. That is not something we would
want for anyone. This bed was not part
of the recall. The beds that these
replaced in November of 2015 were the beds that had one piece that was
recalled. This is the version the
manufacturer upgraded to.
The twin over full combination is still available; we have
expanded the selection to include a choice of three colors. We have set up a reselection credit for both
beds, even though only one was noted as an issue and we have done this without
our normal procedure of sending out a technician to verify if either bed is
defective. We would not be able to
include the mattresses in the reselection.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
this company does not stand behind there product . they dont call back.
Complaint: [redacted]
I am rejecting this response because: I have a [redacted] Chest for $249.00 that was returned. I do not see that anywhere. If you add that to the bedroom set of $550.00 it some to $799, not $715.85 which should have included tax.
Also the post floor lamp of $99.99 should be there too, unsure if that was taken off or not. Also the [redacted] Plus was returned for $129.99. Do not see that anywhere either.
Again, my total with tax for the 3 items that I have in my house at this time, with tax and everything I paid should be $986.28.
I don't completely understand why no one at Bob's can go over this with me and resolve this issue. They contracted the delivery men out, did not take back the furniture on day one, refused to take it back. Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned. This is bad business and very poor customer service.
Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud. He told us that it would be much quieter at home. that it was load due to the platform the bed was sitting on in the showroom. This was an out and out lie because the maintenance person told us that they were all that loud. We cannot use the massaging function at all due to the noise. It is useless. If the salesperson was honest from the beginning this would not be a problem. We were told that the Bed had a 60 guarantee and it was not specified to us that the base was not considered part of the Bed. As far as we were concerned the Bed was one product with the same 60 day guarantee not just the mattresses. In our minds the base is part of the bed and we were not told otherwise. They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase.
Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit. Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved.
The return policy was not relayed to us in full detail even when he had me sign the receipt. The salesperson told me to initial here in a rush to get the order complete. I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured. Bob's Furniture does not stand by their products and has lost this customer. I would not recommend Bob's to any of my friends or family.
Sincerely,
[redacted]
Good Afternoon
Revdex.com,
Please
provide this customer with our genuine apology for the amount of time it has
taken for the customer to receive her returning funds. The amount of
compensation the customer states she should be receiving is correct and all of
our records indicate that the monetary funds have been properly released from
our accounting department as of today (3.29.2014). If the customer has not seen
the fund replenishment as of yet I would encourage that she contact the bank
who her credit card is managed by to inquire if there is an internal hold for
these funds on their end. I apologize again that we are still causing this
customer stress and I assure her that Bobs has provided her with the credit she
was promised.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I will accept the terms of compensation for the $149.99 delivery fee once that is specified explicitly in writing. The information offered in the company's response was too vague: "We agree to this customer’s request for compensation. This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $149.99 delivery charge.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
the customer directly to make sure all of the issues have been addressed and to
discuss compensation. We have offered
this customer several options. They will
discuss and reply back to us with their decision.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your mediation assistance is not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman" size="3">
Please pass on our apologies for the frustration this
customer is experiencing with the sectional sofa purchased from us. We also
apologize for the alleged rude behavior the customer cites to have received from
one of our technicians. It is extremely rare that we receive complaints from
customers not wanting members of our service team back to their residence. Due
to restrictions of our computer system, in order to prevent a previous
technician from returning we must be made aware each time a service appointment
is created so we can send a specific request for that specific service date. I am
so sorry if our agents were properly informed by the customer while creating
the service appointment in question and the unwanted technician still showed up
to the home.
Our records show that this merchandise was delivered to the
customer on 10.24.2012 and the warranty protection the customer purchased on
this sofa is active through Bobs Discount Furniture for a period of five years
(expiring on 10.24.2017). While I can understand the customer’s aggravation
having had multiple services we have been keeping their best interest in mind.
In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement
of the merchandise. Should the customer
seek to have this merchandise replaced it will completely fulfill the protection
plan agreement on all three of these sectional pieces. Some of the issues the
customer has been reporting (seam separations) have been deemed manufacturing
defects however some of the concerns are related to normal wear and tear, in
example it is completely normal and should be expected that multiple seats
loose resiliency over a period of two years time. We have been continually
meeting our customer’s concerns with service as readily as we are able to.
We are more than happy to offer the option of replacement or
reselection to the customer under the parameters of the protection plan they
purchased should they fully understand
and accept that this replacement will use up the coverage they currently
maintain. On the sales order in question the cost of the plan was $149.99
to protect $1299.00 of merchandise for five years, based on the extremely low
price point we feel it is obvious as to why the plan is active for only five
years and would only allow the replacement of merchandise only one time (please
keep in mind the plan covers the cost of delivery/disposal fees associated with
the replacement as well).
Should the customer wish to purchase the plan on the
replacement merchandise that is always an additional option they can take advantage
of. I have listed below the available options for this customer’s concern in
terms of getting this merchandise replaced:
Option #1:
Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).
Should the customer want to purchase the plan again on the new sectional they
should make us aware of that choice so we can correctly set up the paperwork and
charge them for the new protection plan prior to scheduling an exchange date. We
will expect to remove the items the customer currently has in the home on the
same date we deliver the new replacement items.
OR
Option #2:
Initiate the ‘one time replacement option’ under the Goof
Proof Plus Plan and receive a store credit for the amount originally paid to us
on the sectional (THIS OFFER IS
EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would
allow the customer to pick out a different living room set and should they wish
to purchase the plan on the new set the customer can discuss this directly with
their new sales person while in our store. We will expect to remove the items
the customer currently has in the home on the same date we deliver the new
replacement items.
If the customer is still seeking a merchandise replacement
please ask that they respond to us with which option they would prefer through
this Revdex.com channel that they have opened for mediation purposes.
bought 2 twin beds , box springs and memory foam mattresses .. after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds were. the smell was coming from the beds !! it was horrendous .. I called and was told they would not come to remove the beds before the 30 day get to know your mattress time rule was up . I had the beds for only 11 days . the thought of keeping this environmental hazard in my home for another 20 days was too much! even after expressing my concern for the health of my family ,they would do nothing .. unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item .. I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience .. for the health of my family , I had the beds taken from my home the next day by a junk company ... a loss of 800 plus dollars is nothing compared to the safety and health of my family!!!
Complaint: [redacted]
I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemail. I responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.com. I was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them. I took pictures and emailed them over to the business.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed delivered. Every step in this process has been screwed up. When I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture first. You have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warranty. It's unreasonable.
Sincerely,
[redacted]