Morning Revdex.com,
We are very sorry that this customer was inconvenienced in this
way. We do see that the store did call
her to advise the piece was unavailable before the initial delivery on 3.2.16
at 1:03 the store called her but the voicemail was full and they were unable to
leave that message. We believe that
there should have been a second attempt to reach her, we are very sorry that
there was not. Again the store called on
3.10.16 at 11:23 to advise the ATP had changed and it was pushed back, again
they were not able to leave a message as the voicemail was full.
We certainly understand why the customer is so frustrated and is
seeking compensation. I am willing to
offer this customer a refund to the [redacted] account $100. This customer can keep the store credit for
the $75 that has already been put on her account and is available for immediate
use. If you wish to accept this final
offer of compensation please reply to the Revdex.com mediation site that you accept
and I will create the credit and email you a copy of the $100 refund to [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
We are very sorry that this bed did not
live up to the customer’s expectations. I
do see multiple notes from agents that this was approved for a reselection due
to the reported issues. There are notes
that the customer was called and messages were left to call in and have the
paperwork created. I can not begin to
imagine having to endure this issue with a child’s bed; I am so sorry that this
has not been taken care of sooner. Should the customer wish to accept this offer
they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundle. This 100% will be based off of the original cost paid
for the bed only. We will waive the new
delivery fee as well. The Goof Proof
insurance does allow for a one time replacement on the merchandise, this would
fulfill that plan.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
0in 10pt;">We are sincerely sorry for the error that occurred on the original
delivery date. It is unacceptable that
the merchandise was not on the truck for delivery. Bob’s
policy is to offer compensation once delivery has been successfully
completed. This allows us to view the
account from the creating of the sales order to the customer agreeing that they
are happy with the merchandise that has been delivered.
We do see that this
customer has spoken with a member of our escalation team and the refund of the
delivery fee has been processed back to the original form of payment. We would not be able to offer any additional
compensation at this time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.
The price of the bed online is 599.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Times New Roman" size=3>
The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products. All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds. The gas which they create in the reaction is what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out. The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.
We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.
We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Afternoon [redacted],
I absolutely understand your circumstances and I am very
sorry that we are not able to offer you a way to make your selection online.
Due to the way you purchased this we would need you to sign paperwork regarding
the terms and conditions of the leasing agreement you are making changes to. As
Bobs Discount Furniture is a separate company from Acceptance Now we are unable
to overturn or make changes to their company policies or procedures. The
reselection credit does not expire until 10.20.2014 and I am sincerely hoping
you are feeling better by that time and can make it into our showroom. If you
needed an extension period added to this credit because of medical concerns we
can certainly discuss that with you if you contact our Customer Care Call
Center at ###-###-#### and tell us what date you feel you may be able to make
it into our showroom. Another suggestion I have is calling Acceptance Now and
seeing if they will agree to fax you the new paperwork after you tell them the
item you want to reselect to. You may be able to sign it and fax it back to
them if they are willing to accept this option.
I am so sorry for your disappointment again and truly wish
there was more Bobs Discount Furniture could do for you directly.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
While the quality of Bobs Furniture is decent, their customer care and "[redacted] plan" are something to be desired. A year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tear. The tear was approximately 2"x7" with minor damage to the foam itself. This accidental damage occurred while moving the set from one room to another. I had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the plan. After filing a claim with [redacted], I was shocked to be told that this damage was not covered. Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $50 repair job. Way to go Bob!
Good Afternoon Revdex.com,
size="3">Please pass on our apologies to our customer, we care very
much for all of our customers and seek to resolve any merchandise concern(s) in
a manner that is fair and adequate with respect to warranty coverage. Please
note that the merchandise cost for this set totals at $1,248.00 (including ottoman) per the
customer’s original invoice.
Please see the attached pictures (2 Pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 7.10.2015 and explicitly show several spots of in home damage
present on this sectional. We do apologize to our customer that we are unable
to take responsibility for damages that are caused completely outside of our
control. Bobs Discount Furniture offers direct coverage against manufacturing
defects under the protection plan and these markings (that are away from the
seams) do not stem from any defect in the workmanship of this product.
The photos
also depict that the toss pillows (accent pieces that we include with this set)
have areas where the seams are coming apart or the material is fraying. The
customers account reflects that we spoke with the customer and set up a part
order for three new toss pillows in order to rectify this concern.
As a business we have directly resolved the manufacturing
concerns with the toss pillows, we are unable to offer direct coverage for
customer caused/accidental occurrences of damage.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The lamp was over $200 dollars and not $99.00. I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mail. As soon as possible. the amount should be around $140.00 ?
size="3">Good Afternoon Revdex.com,
While we are very sorry that the customer experienced
any concerns with [redacted] while reporting their claim, we have not been given
any opportunity to handle this concern directly prior to the customer reporting
to the Revdex.com. Our records also indicate that the customer received a store credit
from a previous Revdex.com post in 2010 to obtain their current set. I cannot speak
directly for [redacted] however I do not believe that two kids yanking on a
handle of a mechanism that is nearly five years old- can be considered an
accident by any protection plan’s estimate.
Although the customer is completely outside
of any direct coverage thru Bobs Discount Furniture we are happy to offer a
courtesy service on the merchandise to reattach the snapped handle(s) and/or
review the merchandise to see if there are any manufacturing defects present
within the mechanisms themselves. If a part needs to be purchased in order to
rectify the concern we would expect that the customer pay for that (if part is
available thru vendor) but we will offer to complete any installation at no
charge to the customer.
If the customer would like to receive this
option please ask that they contact us directly in Customer Care
(###-###-####) so that we are provided an actual chance to help the customer
directly. Their account has been fully updated with the notes of this offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that this experience...
has not gone well. We do have this exchange scheduled for Friday
11.25.16. We can certainly discuss
compensation upon the successful delivery.
We will not be able to offer the amount of compensation the customer has
mentioned in this complaint. We do offer
compensation in the form of a Bob’s Gift Card.
Once delivery has been completed the customer can call in for an account
review for compensation. We hope that
the customer will bear in mind that as a business we are under no obligation to
offer compensation. Any compensation
that we offer is as a token of apology for our failures only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am from the Harrisburg area. After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity. I called and talked to the manager and told him my concerns and that I was cancelling the order. He asked me questions and answered each concern and was very professional and courteous throughout our l/2 hour discussion. Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion. I chose to go ahead with the order. EVERYTHING went smoothly. The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition. I have no complaints whatsoever about this company. All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.9.15 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
The customer called in and stated that the right arm was
sagging. The tech report reflects that
the arm is indented slightly due to normal wear. This is not a manufacturing defect. There is no concern reflected from the customer
regarding springs. There is no note from
the technician regarding an inspection was done on the springs or any issue was
noted.
If the customer believes that there is an issue with the
springs we can certainly send a different technician to the home to evaluate if
there is a manufacturing defect with the springs.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because there was no other option..I received a new chair 3 days ago..6 months later. The chairs are discontinued and if this happens again I'm out of luck. Please forward compensation for my issue or find another chair and send it as back up
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It was resolved and the manager at the store corrected the mistake.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
We are very sorry that this customer was inconvenienced in this
way. We do see that the store did call
her to advise the piece was unavailable before the initial delivery on 3.2.16
at 1:03 the store called her but the voicemail was full and they were unable to
leave that message. We believe that
there should have been a second attempt to reach her, we are very sorry that
there was not. Again the store called on
3.10.16 at 11:23 to advise the ATP had changed and it was pushed back, again
they were not able to leave a message as the voicemail was full.
We certainly understand why the customer is so frustrated and is
seeking compensation. I am willing to
offer this customer a refund to the [redacted] account $100. This customer can keep the store credit for
the $75 that has already been put on her account and is available for immediate
use. If you wish to accept this final
offer of compensation please reply to the Revdex.com mediation site that you accept
and I will create the credit and email you a copy of the $100 refund to [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this bed did not
live up to the customer’s expectations. I
do see multiple notes from agents that this was approved for a reselection due
to the reported issues. There are notes
that the customer was called and messages were left to call in and have the
paperwork created. I can not begin to
imagine having to endure this issue with a child’s bed; I am so sorry that this
has not been taken care of sooner. Should the customer wish to accept this offer
they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundle. This 100% will be based off of the original cost paid
for the bed only. We will waive the new
delivery fee as well. The Goof Proof
insurance does allow for a one time replacement on the merchandise, this would
fulfill that plan.
Kindest
Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
0in 10pt;">We are sincerely sorry for the error that occurred on the original
delivery date. It is unacceptable that
the merchandise was not on the truck for delivery. Bob’s
policy is to offer compensation once delivery has been successfully
completed. This allows us to view the
account from the creating of the sales order to the customer agreeing that they
are happy with the merchandise that has been delivered.
We do see that this
customer has spoken with a member of our escalation team and the refund of the
delivery fee has been processed back to the original form of payment. We would not be able to offer any additional
compensation at this time.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
[redacted],
Can you just mail a check from your offices??
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.
The price of the bed online is 599.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Times New Roman" size=3>
The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products. All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds. The gas which they create in the reaction is what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out. The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.
We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.
We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Good Afternoon [redacted],
I absolutely understand your circumstances and I am very
sorry that we are not able to offer you a way to make your selection online.
Due to the way you purchased this we would need you to sign paperwork regarding
the terms and conditions of the leasing agreement you are making changes to. As
Bobs Discount Furniture is a separate company from Acceptance Now we are unable
to overturn or make changes to their company policies or procedures. The
reselection credit does not expire until 10.20.2014 and I am sincerely hoping
you are feeling better by that time and can make it into our showroom. If you
needed an extension period added to this credit because of medical concerns we
can certainly discuss that with you if you contact our Customer Care Call
Center at ###-###-#### and tell us what date you feel you may be able to make
it into our showroom. Another suggestion I have is calling Acceptance Now and
seeing if they will agree to fax you the new paperwork after you tell them the
item you want to reselect to. You may be able to sign it and fax it back to
them if they are willing to accept this option.
I am so sorry for your disappointment again and truly wish
there was more Bobs Discount Furniture could do for you directly.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
While the quality of Bobs Furniture is decent, their customer care and "[redacted] plan" are something to be desired. A year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tear. The tear was approximately 2"x7" with minor damage to the foam itself. This accidental damage occurred while moving the set from one room to another. I had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the plan. After filing a claim with [redacted], I was shocked to be told that this damage was not covered. Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $50 repair job. Way to go Bob!
Good Afternoon Revdex.com,
size="3">Please pass on our apologies to our customer, we care very
much for all of our customers and seek to resolve any merchandise concern(s) in
a manner that is fair and adequate with respect to warranty coverage. Please
note that the merchandise cost for this set totals at $1,248.00 (including ottoman) per the
customer’s original invoice.
Please see the attached pictures (2 Pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 7.10.2015 and explicitly show several spots of in home damage
present on this sectional. We do apologize to our customer that we are unable
to take responsibility for damages that are caused completely outside of our
control. Bobs Discount Furniture offers direct coverage against manufacturing
defects under the protection plan and these markings (that are away from the
seams) do not stem from any defect in the workmanship of this product.
The photos
also depict that the toss pillows (accent pieces that we include with this set)
have areas where the seams are coming apart or the material is fraying. The
customers account reflects that we spoke with the customer and set up a part
order for three new toss pillows in order to rectify this concern.
As a business we have directly resolved the manufacturing
concerns with the toss pillows, we are unable to offer direct coverage for
customer caused/accidental occurrences of damage.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The lamp was over $200 dollars and not $99.00. I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mail. As soon as possible. the amount should be around $140.00 ?
size="3">Good Afternoon Revdex.com,
While we are very sorry that the customer experienced
any concerns with [redacted] while reporting their claim, we have not been given
any opportunity to handle this concern directly prior to the customer reporting
to the Revdex.com. Our records also indicate that the customer received a store credit
from a previous Revdex.com post in 2010 to obtain their current set. I cannot speak
directly for [redacted] however I do not believe that two kids yanking on a
handle of a mechanism that is nearly five years old- can be considered an
accident by any protection plan’s estimate.
Although the customer is completely outside
of any direct coverage thru Bobs Discount Furniture we are happy to offer a
courtesy service on the merchandise to reattach the snapped handle(s) and/or
review the merchandise to see if there are any manufacturing defects present
within the mechanisms themselves. If a part needs to be purchased in order to
rectify the concern we would expect that the customer pay for that (if part is
available thru vendor) but we will offer to complete any installation at no
charge to the customer.
If the customer would like to receive this
option please ask that they contact us directly in Customer Care
(###-###-####) so that we are provided an actual chance to help the customer
directly. Their account has been fully updated with the notes of this offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that this experience...
has not gone well. We do have this exchange scheduled for Friday
11.25.16. We can certainly discuss
compensation upon the successful delivery.
We will not be able to offer the amount of compensation the customer has
mentioned in this complaint. We do offer
compensation in the form of a Bob’s Gift Card.
Once delivery has been completed the customer can call in for an account
review for compensation. We hope that
the customer will bear in mind that as a business we are under no obligation to
offer compensation. Any compensation
that we offer is as a token of apology for our failures only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am from the Harrisburg area. After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity. I called and talked to the manager and told him my concerns and that I was cancelling the order. He asked me questions and answered each concern and was very professional and courteous throughout our l/2 hour discussion. Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion. I chose to go ahead with the order. EVERYTHING went smoothly. The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition. I have no complaints whatsoever about this company. All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.9.15 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
The customer called in and stated that the right arm was
sagging. The tech report reflects that
the arm is indented slightly due to normal wear. This is not a manufacturing defect. There is no concern reflected from the customer
regarding springs. There is no note from
the technician regarding an inspection was done on the springs or any issue was
noted.
If the customer believes that there is an issue with the
springs we can certainly send a different technician to the home to evaluate if
there is a manufacturing defect with the springs.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because there was no other option..I received a new chair 3 days ago..6 months later. The chairs are discontinued and if this happens again I'm out of luck. Please forward compensation for my issue or find another chair and send it as back up
Sincerely,
[redacted]