Good Afternoon Raymond and Revdex.com,
We are very sorry that the...
[redacted] protection [redacted]
purchased has not fulfilled the customer’s needs. I was able to review the photos of the pieces
and I do agree with the tech that there is no manufacturing defect on the
set. I was hoping that this manufacturer
offered replacement pieces on the seat cores; I was going to offer to order new
cores. Unfortunately this vendor does
not offer that option.
Offering to cancel and refund any [redacted] is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We understand
that you feel you were mislead at the time of purchase, the [redacted] details do not
state that the [redacted] will cover normal wear on the pieces. We do not purposefully mislead our customers
into any buying choice.
We will honor this customer request to be refunded the
purchase price on the [redacted] protection [redacted]. That has been created and the customer can
reach out to their store with Visa card ending in 3363 for the credit to be
finalized. If this customer no longer
has the original Visa card they can simply stop by any Bob’s store with a photo
ID and the new credit card and the store will be able to finalize. Credit number to reference is [redacted]
Good Morning Revdex.com,
Our records indicate that this check was sent from our offices on
5.14.2014 to the address listed on our customer’s sales order. Our records
further indicate that the check has not been cashed yet however it was mailed
by us to:
[redacted]
We did expedite this check request as agreed upon with
our customer. If for some reason the check was lost or the customer did not receive
it we can perform a stop payment on the current check number and mail the
customer a new check. Please let me know if that’s the route Angela would like
to take as we have fully released her funds she is requesting from our end at
this time.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care 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 September
2011. At the time the sale was created
the customer purchase Goof Proof. This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages.
We sent our technician to the home for a
Best Effort service. This was offered as
a courtesy. The manufacturing warranty
expired in September 2012. The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging. When the tech went to the
home he found several issues with the pieces.
Best Effort service does not include parts. The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced. These would need to be purchased by the
customer as there is no remaining warranty.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no reason not to boast
about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. This
flyer as well as the customer’s sales invoice (which is signed by the
purchaser) also discloses that Bobs Discount Furniture offers coverage for factory
defects only and any occurrence of accidental damage must be reported thru the
Guardian company.
This claim was denied for several reasons
stated within the Terms and Conditions of the protection plan and every
consumer must adhere to the terms and condition in order to keep the plan fair
for all consumers alike. We do stand behind the reasoning for the claim being
denied and have included a copy of the terms and conditions page (as well as
the information –below) for your review.
The customer told Guardian that there was “scent
oil” spilled on the table – as indicated on the contract (and the sales flyer
we provided), scent oil is not listed as a coverable item to begin with.
Page
1- Right side facing:
PRODUCT
SPECIFIC COVERAGE:
3. WOOD AND HARD SURFACE:
a) Standard – Stains caused by any food or
beverage normally consumed by
humans; mold and mildew stains caused by food or
beverage spills; Breakage
of wood frame or structure or other hard surface
from single incident;
gouge, heat mark or liquid ring from single
incident; accidental breakage of
glass or mirror components (with the exception of
crowned or curved glass).
b) Wood Plus 1 – Checking, cracking,
bubbling, or peeling of finish from a
single incident.
c) Wood Plus 2 – Any chip or scratch of
glass or mirrors and loss of silvering on mirrors (with the exception of
crowned or curved glass).
Page
2 –Right side facing:
STEPS
TO MAKE A CLAIM:
2) Report all covered claims to Guardian at
[redacted] within 30 days
of the accidental staining or damage occurrence and Guardian
Customer Service Representatives will be ready to guide you through the service
process.
Regretfully Bobs Discount
Furniture has no control over the choices or resolutions offered by the
Guardian company directly and the portion of the plan they manage. We apologize
that we have no direct recourse to offer this customer relating to this
specific concern.
Should the customer feel they need
to pursue the denial result further they may do so with Guardian directly. I
have included the address for Guardian’s Revdex.com claims below for the customer’s
reference:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison
Revdex.com & [redacted]
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 appreciate your response and although I don’t consider the
problem “resolved” I will settle the complaint with the hopes that this can be
a learning experience for your company. I believe that my complaint affects all
operations of your business and should be taken seriously to implement new
strategies and training, especially with the customer service. As a graduate
business student studying HR, hiring, training, and retaining the right talent is
the biggest investment you can make because when situations like this happen,
having employees to handle it maturely and respectfully is what will make or
break a company. If I even had one customer service representative truly
apologize and do whatever they can to fix the problem, I probably would not
have had to write this complaint. Everyone makes mistakes, things happen in the
warehouse, orders get mixed up, that’s the part that I understand. The part
that I didn’t understand is that no one tried to fix the problem, take accountability
for the problem, or truly apologize for the problem.
To address the issues on my account – I would not say that
the sofa situation ever got resolved. We never got the sofa or the chair in the
color we wanted. We order it months in advance for this reason. However we did
settle and we have couches. Our new table was delivered today and the nice
gentleman (which by the way, the delivery men have always been nice and
courteous) ended up deconstructing the old table and taking it with them, which
was what was supposed to happen in the first place. So in this case it was
resolved however, this brings us back to the customer service. The woman I
spoke with in [redacted] yesterday made it very clear that there was
absolutely no way the guys could take the old table today. I reminded her that
this is what we had scheduled to begin with and the last woman I spoke with (at
least told me) she double checked that the pick-up would occur at the same time
as the delivery. The woman I spoke with yesterday said there was absolutely no
way whatsoever that the guys would be able to take the table today. After I
said there has to be something you can do, she proceed to then get an attitude
with me and I got so frustrated with the lack of respect that I ended up having
to hang out. So what doesn’t make sense to me is that she was so certain that
they would not be able to take the table today and that there was absolutely
nothing they can do, and then the guys come today and take the old table like
it was no big deal. He even gave me the phone to speak to someone from customer
service that also made it seem like it was no big deal. Which I will also note,
the customer service rep said she had a note that we actually wanted to keep
the table, which is the complete opposite of everything that I have been trying
to accomplish with this replacement. No clue how that happened.
Anyway, the point is that there WAS something that the woman
could do yesterday when I spoke to her in KOP. They were able to take it and it
was not a big deal. Instead I got an extremely rude attitude and absolutely no
help on resolving the problem. That is the customer service issues that need to
be addressed with this company.
That being said Tiffany, I know none of this is your fault.
You have responded professionally and efficiently and I appreciate and accept
the gift card that you are offering and I hope when I decide to use it, I can
see some of these changes implemented. Above all, I hope that you can bring
these concerns to the leadership team at Bob’s Discount Furniture. I am sure
that they do not want these kinds of experiences happening in their store and I
believe that through training and development they can be resolved but they
need to be addressed instead of ignored.
Thanks so much for your help,
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer 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 Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·
The customer will
not be charged a delivery fee on the new sale
·
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·
This credit is
valid for two months after its creation
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint[redacted] and find that this resolution is satisfactory to me.
There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. We are very sorry that we were not able to
make this right and the customer has chosen to cancel much of their order.
The store has made the necessary corrections and
cancelations to the order. They have
tried to reach the customer but were unable to leave a message. Due to internal security we are only able to
see the last four digits of the card that was originally used. In order to process the refund we would need
the customer to call or stop by the store with the credit card [redacted] ending in [redacted].
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please
pass on our sincerest apologies for the disappointment this customer is
experiencing with their Goof Proof Plan purchased in 2013. On the date the
customer purchased this merchandise our company offered the ‘Goof Proof Plan’
which offers 5 years accidental protection against a variety of occurrences that
can cause damage to the furniture. The consumer has outlined within their
attachment the reasons this third party company is denying their claim. The
sales flyer we provided at the time of sale for this plan indicates that ‘breakage
of wood’ is covered however it is displayed in several places (top and bottom
of the right side facing) that the coverage is for accidental damages. The
bottom of the sheet advises that ‘Accidental Coverages are from a single
incident’ therefore the customer not reporting an accidental incident
means that the coverage from this purchased plan does not apply. The plan has
not failed this consumer as the guidelines for coverage are not being honored.
As clearly depicted on the
copy of the sales invoice the customer provided, we expressed at this time of
the sale that Bobs Discount Furniture guaranteed the merchandise to be free
from any manufacturing defects for a period of one year from the date of
delivery or pick up. The customer had this delivered on 3.14.2013 so any
coverage directly thru Bobs expired on 3.14.2014. The first report of concern
for this was reported to us on 1.02.2015 meaning that the customer was already
outside of their warranty thru Bobs for nearly an entire year. No reports of
concern were made to us within their actual warranty period.
As a courtesy we sent a
factory trained technician out to the customer’s residence (at no charge to the
customer) to see if we were able to make a repair. This option placed our
customer’s needs beyond the needs of our business and the fact of the coverage
directly thru Bobs being void for an already good chunk of time. Regretfully
when our technician arrived to the home (his report depicts that there was a
baby sitter in the home to accept service appointment) he found that the legs
and footboard were cracked. He also reported that the post is loose due to
insert out of the leg and this concern was non-repairable.
As
a business it is reasonable for us to gage by this report that hardware that
was originally there has gone missing from the product causing overall
destruction to the frame and footboard. Our factory trained technician found no
defect in workmanship of the product present, this fact combined with the
remaining truth that the customer has no coverage remaining thru Bobs directly
regretfully leaves us with no further options for resolution.
While
we remain very sorry that this concern is unrepairable, the customer is outside
of the expressed coverage guidelines we set forth at the time of purchase (see
customer’s attachment), and that the claim has been denied due to lack of
accidental report thru the protection plan (Guardian) we are unable to offer
any further recourse for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
We had severe delivery issues. Two men dropped off roughly 25 pieces of furniture. They took everything out of the boxes in my front yard and left massive debris all over my front yard. In addition they broke a mirror to one of my dressers and threatened me that I needed to call Bob's and explain that it was broken when delivered. They stood and watched me make the call and explain that it was not them that did it. In addition they took me privately into my daughter's room at the other end of the house to explain that I will be reporting it has broken prior because they will not be taking it out of their paycheck. I was home alone as a woman and scared. Next before leaving they advised me that I will be getting a phone call for survey, and I will be giving them a perfect score or else. Then when we called the company back that night to explain what had happened and about being threatened and all the debris and glass shards that they left walking from my upstairs out to the truck for my kids and dogs and self to step on they told us that they would give us a refund of $1,000 since we spent about 7,000 with them. Once they delivered the new furniture Replacements they told us then they would review it for the refund. Once we called back about the refund they denied it stating that they did not advise us that and that they can only give us $75 refund. Horrible customer service and horrible horrible horrible delivery. Even two of the customer service representatives were rude and mean.
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that this customer...
decided to cancel the
order. The sale was canceled on 1.19.17.
No one in our organization should have ever made any
guarantee regarding a credit card refund timeframe. We can process the paperwork on our end then
it goes to that bank or that credit card company and it is up to them to post
that money to their customer’s account.
We can not control that aspect.
On our end the refund of $600 has already been sent to the
customer’s [redacted] account. There is no
hold or block on the refund. The information
has been sent. The remainder of the
process is now between the customer and the company the [redacted] card is
through. We hope that this is processed
quickly.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.
The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in
my home) be the same one sent to my home and in the same condition. The firmness of the seat cushion in comparison to the the firmness of the back cushion is
what made me purchase it. Then after the purchase, my problems began with bobs furniture discount. From my problems, your company offered me $25 at first
then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor
customer service representative communications I received during the whole fiasco. The compensation I received was unsatisfactory due to my inability to use it.
There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the
entire amount wiithout me putting anymore money from my pocket to get it. But I accepted it because at that point, I finally had all the pieces in my home. Now this
new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low. I was told to leave the sofa open to allow for the
mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand. I did what I was told and that did not resolve
the issue. I called again and a technician was sent out. He said that it was normal for the cushion to sit 3 INCHES lower from the edge which does not make sense.
I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take
pictures as proof of your customer disputes before you side with the technician over the customer. The way it is now, when my guests or I sit on the sofa bed couch,
the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.
I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products. The
offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product. The offer should be in addition to not instead of
for another inconvenience. The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a
customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and pending I receive my furniture on 1.31.15 I find that this resolution is satisfactory to me.
Sincerely, [redacted]
Revdex.com,
Please pass on
our sincerest apologies for the inconvenience the multiple deliveries and
damaged product continues to cause our customerWhile I remain very sorry I am
unable to locate any information in reference to the customer reporting their
current concerns with (1) Pub Chair and the Loveseat to us after we last
delivered these products
The last two
pub chairs we brought to the home were delivered on and the loveseat
was exchanged on This Revdex.com communication is, with all due respect, the
first communication I can locate from our customer reporting any concerns with
items that were delivered over a month ago and nearly a month ago
In reference
to the previous failures the customer has cited enduring our business provided
multiple forms of compensation to our customer as a further form of apology
from us
Should the
customer wish to reselect (Choose another loveseat or item) from the current
loveseat they have in the home we will grant them the courtesy of approving
this without a technician visit however because we are not being provided with
an opportunity to determine whether the item is actually defective; the
customer will be asked to pay a new delivery fee (should they want the new item
delivered) at their time of new saleWe will also fully expect to remove or
receive back the current loveseat they cite unhappiness with
In reference
to the dining room chair we ask that the customer provides us with more
information on what their concern actually is with this chairI.E – If the
back of the chair has cracked then in most cases we are able to replace the
portion of the chair that is cracked and offer repair to the item (as stated on
our ‘Service Policy' via the customer's sales receipt)
The customer –
at any time can move forward on processing our reselection offer by contacting
us directly at Customer Care (###-###-####)
if I had known now what I know then I assure you I would have never stepped foot in this establishment. As a single mother getting more for your buck is always a plus, but when it came to investing in a new bed frame/ furniture, I should have done a little more research about quality. The merchandise here esthetically is very nice, modern and eye catching, but my bed I purchased did not last a full 2 years. Then entire structure of the bed was made of the cheapest ply wood you could find. I'm 5'3 and weight 145.. I did get the goof protection on this bed, which after having it used it 2 times for 2 separate reasons both involving the support beams they told me my 5 year warranty will no longer cover the bed repairs I needed. And then referred to the microscopic fine print no one ever points out to you in the beginning.
So my only solution was to buy a metal frame to attach the head, and foot board. FINE...say of delivery..wrong frame. How could the wrong metal frame be picked. It says it on the receipt? While my brand new mattress sirs on the floor.. I currently wait 3 more days... compensation for today's mishap..a gift card. Again NEVER. Spend the couple extra hundred and go directly to j[redacted]. This place is a joke. The furniture is hacked, and the customers service and warranty plans are shady shady shady!
Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
We are very sorry that this set did not
live up to the customer’s expectations.
This should have been reported to Bob’s, not [redacted]. I was able to see the photo that the customer
submitted to [redacted]. This is obviously
not from an accident; bonded leather peeling is an environmental issue that has
affected enough customers that Bob’s has restructured our policy. In an 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 reply
back to Revdex.com accepting the offer and we will release the credit into the system;
the customer will then be able to go back to the store to reselect.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% the cost of the
sofa, which is showing the damage and 70% the cost paid for the chair and
ottoman, we will include these pieces as a courtesy as they are not
peeling. We will waive the delivery fee
for the new merchandise and remove the [redacted] on the day the new
merchandise is delivered, ensuring the customer will not have to be without
furniture. The total amount of the store
credit for reselection would be $827.71, plus no new delivery fee. Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize for the miscommunications that
lead to the customer not receiving the BWB timeframe they were looking
for. We do see that routing was able to
get the customer into an earlier timeframe once the error was brought to the stores
attention. The delivery team arrived at
the home at 10:08 and completed the delivery.
As this customer has a contract with a third party ACCEPTANCE NOW that encompasses
the delivery fee we are not able to honor the request for a refund. We will offer this customer a $75 gift card
as compensation for the miscommunication and the delivery team arriving 38
minutes outside of promised timeframe.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Raymond and Revdex.com,
We are very sorry that the...
[redacted] protection [redacted]
purchased has not fulfilled the customer’s needs. I was able to review the photos of the pieces
and I do agree with the tech that there is no manufacturing defect on the
set. I was hoping that this manufacturer
offered replacement pieces on the seat cores; I was going to offer to order new
cores. Unfortunately this vendor does
not offer that option.
Offering to cancel and refund any [redacted] is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We understand
that you feel you were mislead at the time of purchase, the [redacted] details do not
state that the [redacted] will cover normal wear on the pieces. We do not purposefully mislead our customers
into any buying choice.
We will honor this customer request to be refunded the
purchase price on the [redacted] protection [redacted]. That has been created and the customer can
reach out to their store with Visa card ending in 3363 for the credit to be
finalized. If this customer no longer
has the original Visa card they can simply stop by any Bob’s store with a photo
ID and the new credit card and the store will be able to finalize. Credit number to reference is [redacted]
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
Our records indicate that this check was sent from our offices on
5.14.2014 to the address listed on our customer’s sales order. Our records
further indicate that the check has not been cashed yet however it was mailed
by us to:
[redacted]
We did expedite this check request as agreed upon with
our customer. If for some reason the check was lost or the customer did not receive
it we can perform a stop payment on the current check number and mail the
customer a new check. Please let me know if that’s the route Angela would like
to take as we have fully released her funds she is requesting from our end at
this time.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care 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 September
2011. At the time the sale was created
the customer purchase Goof Proof. This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages.
We sent our technician to the home for a
Best Effort service. This was offered as
a courtesy. The manufacturing warranty
expired in September 2012. The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging. When the tech went to the
home he found several issues with the pieces.
Best Effort service does not include parts. The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced. These would need to be purchased by the
customer as there is no remaining warranty.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,...
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no reason not to boast
about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. This
flyer as well as the customer’s sales invoice (which is signed by the
purchaser) also discloses that Bobs Discount Furniture offers coverage for factory
defects only and any occurrence of accidental damage must be reported thru the
Guardian company.
This claim was denied for several reasons
stated within the Terms and Conditions of the protection plan and every
consumer must adhere to the terms and condition in order to keep the plan fair
for all consumers alike. We do stand behind the reasoning for the claim being
denied and have included a copy of the terms and conditions page (as well as
the information –below) for your review.
The customer told Guardian that there was “scent
oil” spilled on the table – as indicated on the contract (and the sales flyer
we provided), scent oil is not listed as a coverable item to begin with.
Page
1- Right side facing:
PRODUCT
SPECIFIC COVERAGE:
3. WOOD AND HARD SURFACE:
a) Standard – Stains caused by any food or
beverage normally consumed by
humans; mold and mildew stains caused by food or
beverage spills; Breakage
of wood frame or structure or other hard surface
from single incident;
gouge, heat mark or liquid ring from single
incident; accidental breakage of
glass or mirror components (with the exception of
crowned or curved glass).
b) Wood Plus 1 – Checking, cracking,
bubbling, or peeling of finish from a
single incident.
c) Wood Plus 2 – Any chip or scratch of
glass or mirrors and loss of silvering on mirrors (with the exception of
crowned or curved glass).
Page
2 –Right side facing:
STEPS
TO MAKE A CLAIM:
2) Report all covered claims to Guardian at
[redacted] within 30 days
of the accidental staining or damage occurrence and Guardian
Customer Service Representatives will be ready to guide you through the service
process.
Regretfully Bobs Discount
Furniture has no control over the choices or resolutions offered by the
Guardian company directly and the portion of the plan they manage. We apologize
that we have no direct recourse to offer this customer relating to this
specific concern.
Should the customer feel they need
to pursue the denial result further they may do so with Guardian directly. I
have included the address for Guardian’s Revdex.com claims below for the customer’s
reference:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison
Revdex.com & [redacted]
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 appreciate your response and although I don’t consider the
problem “resolved” I will settle the complaint with the hopes that this can be
a learning experience for your company. I believe that my complaint affects all
operations of your business and should be taken seriously to implement new
strategies and training, especially with the customer service. As a graduate
business student studying HR, hiring, training, and retaining the right talent is
the biggest investment you can make because when situations like this happen,
having employees to handle it maturely and respectfully is what will make or
break a company. If I even had one customer service representative truly
apologize and do whatever they can to fix the problem, I probably would not
have had to write this complaint. Everyone makes mistakes, things happen in the
warehouse, orders get mixed up, that’s the part that I understand. The part
that I didn’t understand is that no one tried to fix the problem, take accountability
for the problem, or truly apologize for the problem.
To address the issues on my account – I would not say that
the sofa situation ever got resolved. We never got the sofa or the chair in the
color we wanted. We order it months in advance for this reason. However we did
settle and we have couches. Our new table was delivered today and the nice
gentleman (which by the way, the delivery men have always been nice and
courteous) ended up deconstructing the old table and taking it with them, which
was what was supposed to happen in the first place. So in this case it was
resolved however, this brings us back to the customer service. The woman I
spoke with in [redacted] yesterday made it very clear that there was
absolutely no way the guys could take the old table today. I reminded her that
this is what we had scheduled to begin with and the last woman I spoke with (at
least told me) she double checked that the pick-up would occur at the same time
as the delivery. The woman I spoke with yesterday said there was absolutely no
way whatsoever that the guys would be able to take the table today. After I
said there has to be something you can do, she proceed to then get an attitude
with me and I got so frustrated with the lack of respect that I ended up having
to hang out. So what doesn’t make sense to me is that she was so certain that
they would not be able to take the table today and that there was absolutely
nothing they can do, and then the guys come today and take the old table like
it was no big deal. He even gave me the phone to speak to someone from customer
service that also made it seem like it was no big deal. Which I will also note,
the customer service rep said she had a note that we actually wanted to keep
the table, which is the complete opposite of everything that I have been trying
to accomplish with this replacement. No clue how that happened.
Anyway, the point is that there WAS something that the woman
could do yesterday when I spoke to her in KOP. They were able to take it and it
was not a big deal. Instead I got an extremely rude attitude and absolutely no
help on resolving the problem. That is the customer service issues that need to
be addressed with this company.
That being said Tiffany, I know none of this is your fault.
You have responded professionally and efficiently and I appreciate and accept
the gift card that you are offering and I hope when I decide to use it, I can
see some of these changes implemented. Above all, I hope that you can bring
these concerns to the leadership team at Bob’s Discount Furniture. I am sure
that they do not want these kinds of experiences happening in their store and I
believe that through training and development they can be resolved but they
need to be addressed instead of ignored.
Thanks so much for your help,
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer 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 Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·
The customer will
not be charged a delivery fee on the new sale
·
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·
This credit is
valid for two months after its creation
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards, ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint[redacted] and find that this resolution is satisfactory to me.
There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. We are very sorry that we were not able to
make this right and the customer has chosen to cancel much of their order.
The store has made the necessary corrections and
cancelations to the order. They have
tried to reach the customer but were unable to leave a message. Due to internal security we are only able to
see the last four digits of the card that was originally used. In order to process the refund we would need
the customer to call or stop by the store with the credit card [redacted] ending in [redacted].
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
face="Calibri">Good
Afternoon Revdex.com,
Please
pass on our sincerest apologies for the disappointment this customer is
experiencing with their Goof Proof Plan purchased in 2013. On the date the
customer purchased this merchandise our company offered the ‘Goof Proof Plan’
which offers 5 years accidental protection against a variety of occurrences that
can cause damage to the furniture. The consumer has outlined within their
attachment the reasons this third party company is denying their claim. The
sales flyer we provided at the time of sale for this plan indicates that ‘breakage
of wood’ is covered however it is displayed in several places (top and bottom
of the right side facing) that the coverage is for accidental damages. The
bottom of the sheet advises that ‘Accidental Coverages are from a single
incident’ therefore the customer not reporting an accidental incident
means that the coverage from this purchased plan does not apply. The plan has
not failed this consumer as the guidelines for coverage are not being honored.
As clearly depicted on the
copy of the sales invoice the customer provided, we expressed at this time of
the sale that Bobs Discount Furniture guaranteed the merchandise to be free
from any manufacturing defects for a period of one year from the date of
delivery or pick up. The customer had this delivered on 3.14.2013 so any
coverage directly thru Bobs expired on 3.14.2014. The first report of concern
for this was reported to us on 1.02.2015 meaning that the customer was already
outside of their warranty thru Bobs for nearly an entire year. No reports of
concern were made to us within their actual warranty period.
As a courtesy we sent a
factory trained technician out to the customer’s residence (at no charge to the
customer) to see if we were able to make a repair. This option placed our
customer’s needs beyond the needs of our business and the fact of the coverage
directly thru Bobs being void for an already good chunk of time. Regretfully
when our technician arrived to the home (his report depicts that there was a
baby sitter in the home to accept service appointment) he found that the legs
and footboard were cracked. He also reported that the post is loose due to
insert out of the leg and this concern was non-repairable.
As
a business it is reasonable for us to gage by this report that hardware that
was originally there has gone missing from the product causing overall
destruction to the frame and footboard. Our factory trained technician found no
defect in workmanship of the product present, this fact combined with the
remaining truth that the customer has no coverage remaining thru Bobs directly
regretfully leaves us with no further options for resolution.
While
we remain very sorry that this concern is unrepairable, the customer is outside
of the expressed coverage guidelines we set forth at the time of purchase (see
customer’s attachment), and that the claim has been denied due to lack of
accidental report thru the protection plan (Guardian) we are unable to offer
any further recourse for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
We had severe delivery issues. Two men dropped off roughly 25 pieces of furniture. They took everything out of the boxes in my front yard and left massive debris all over my front yard. In addition they broke a mirror to one of my dressers and threatened me that I needed to call Bob's and explain that it was broken when delivered. They stood and watched me make the call and explain that it was not them that did it. In addition they took me privately into my daughter's room at the other end of the house to explain that I will be reporting it has broken prior because they will not be taking it out of their paycheck. I was home alone as a woman and scared. Next before leaving they advised me that I will be getting a phone call for survey, and I will be giving them a perfect score or else. Then when we called the company back that night to explain what had happened and about being threatened and all the debris and glass shards that they left walking from my upstairs out to the truck for my kids and dogs and self to step on they told us that they would give us a refund of $1,000 since we spent about 7,000 with them. Once they delivered the new furniture Replacements they told us then they would review it for the refund. Once we called back about the refund they denied it stating that they did not advise us that and that they can only give us $75 refund. Horrible customer service and horrible horrible horrible delivery. Even two of the customer service representatives were rude and mean.
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that this customer...
decided to cancel the
order. The sale was canceled on 1.19.17.
No one in our organization should have ever made any
guarantee regarding a credit card refund timeframe. We can process the paperwork on our end then
it goes to that bank or that credit card company and it is up to them to post
that money to their customer’s account.
We can not control that aspect.
On our end the refund of $600 has already been sent to the
customer’s [redacted] account. There is no
hold or block on the refund. The information
has been sent. The remainder of the
process is now between the customer and the company the [redacted] card is
through. We hope that this is processed
quickly.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.
The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in
my home) be the same one sent to my home and in the same condition. The firmness of the seat cushion in comparison to the the firmness of the back cushion is
what made me purchase it. Then after the purchase, my problems began with bobs furniture discount. From my problems, your company offered me $25 at first
then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor
customer service representative communications I received during the whole fiasco. The compensation I received was unsatisfactory due to my inability to use it.
There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the
entire amount wiithout me putting anymore money from my pocket to get it. But I accepted it because at that point, I finally had all the pieces in my home. Now this
new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low. I was told to leave the sofa open to allow for the
mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand. I did what I was told and that did not resolve
the issue. I called again and a technician was sent out. He said that it was normal for the cushion to sit 3 INCHES lower from the edge which does not make sense.
I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take
pictures as proof of your customer disputes before you side with the technician over the customer. The way it is now, when my guests or I sit on the sofa bed couch,
the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.
I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products. The
offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product. The offer should be in addition to not instead of
for another inconvenience. The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a
customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and pending I receive my furniture on 1.31.15 I find that this resolution is satisfactory to me.
Sincerely, [redacted]
Revdex.com,
Please pass on
our sincerest apologies for the inconvenience the multiple deliveries and
damaged product continues to cause our customerWhile I remain very sorry I am
unable to locate any information in reference to the customer reporting their
current concerns with (1) Pub Chair and the Loveseat to us after we last
delivered these products
The last two
pub chairs we brought to the home were delivered on and the loveseat
was exchanged on This Revdex.com communication is, with all due respect, the
first communication I can locate from our customer reporting any concerns with
items that were delivered over a month ago and nearly a month ago
In reference
to the previous failures the customer has cited enduring our business provided
multiple forms of compensation to our customer as a further form of apology
from us
Should the
customer wish to reselect (Choose another loveseat or item) from the current
loveseat they have in the home we will grant them the courtesy of approving
this without a technician visit however because we are not being provided with
an opportunity to determine whether the item is actually defective; the
customer will be asked to pay a new delivery fee (should they want the new item
delivered) at their time of new saleWe will also fully expect to remove or
receive back the current loveseat they cite unhappiness with
In reference
to the dining room chair we ask that the customer provides us with more
information on what their concern actually is with this chairI.E – If the
back of the chair has cracked then in most cases we are able to replace the
portion of the chair that is cracked and offer repair to the item (as stated on
our ‘Service Policy' via the customer's sales receipt)
The customer –
at any time can move forward on processing our reselection offer by contacting
us directly at Customer Care (###-###-####)
if I had known now what I know then I assure you I would have never stepped foot in this establishment. As a single mother getting more for your buck is always a plus, but when it came to investing in a new bed frame/ furniture, I should have done a little more research about quality. The merchandise here esthetically is very nice, modern and eye catching, but my bed I purchased did not last a full 2 years. Then entire structure of the bed was made of the cheapest ply wood you could find. I'm 5'3 and weight 145.. I did get the goof protection on this bed, which after having it used it 2 times for 2 separate reasons both involving the support beams they told me my 5 year warranty will no longer cover the bed repairs I needed. And then referred to the microscopic fine print no one ever points out to you in the beginning.
So my only solution was to buy a metal frame to attach the head, and foot board. FINE...say of delivery..wrong frame. How could the wrong metal frame be picked. It says it on the receipt? While my brand new mattress sirs on the floor.. I currently wait 3 more days... compensation for today's mishap..a gift card. Again NEVER. Spend the couple extra hundred and go directly to j[redacted]. This place is a joke. The furniture is hacked, and the customers service and warranty plans are shady shady shady!
Good...
Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this set did not
live up to the customer’s expectations.
This should have been reported to Bob’s, not [redacted]. I was able to see the photo that the customer
submitted to [redacted]. This is obviously
not from an accident; bonded leather peeling is an environmental issue that has
affected enough customers that Bob’s has restructured our policy. In an 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 reply
back to Revdex.com accepting the offer and we will release the credit into the system;
the customer will then be able to go back to the store to reselect.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% the cost of the
sofa, which is showing the damage and 70% the cost paid for the chair and
ottoman, we will include these pieces as a courtesy as they are not
peeling. We will waive the delivery fee
for the new merchandise and remove the [redacted] on the day the new
merchandise is delivered, ensuring the customer will not have to be without
furniture. The total amount of the store
credit for reselection would be $827.71, plus no new delivery fee. Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize for the miscommunications that
lead to the customer not receiving the BWB timeframe they were looking
for. We do see that routing was able to
get the customer into an earlier timeframe once the error was brought to the stores
attention. The delivery team arrived at
the home at 10:08 and completed the delivery.
As this customer has a contract with a third party ACCEPTANCE NOW that encompasses
the delivery fee we are not able to honor the request for a refund. We will offer this customer a $75 gift card
as compensation for the miscommunication and the delivery team arriving 38
minutes outside of promised timeframe.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison