Good Morning Ms [redacted] , Thank you for choosing Bob's Discount FurnitureI apologize for the errors processing the required Certificate of Insurance and the inconvenience we have causedYou are absolutely correct that the "COI" is a very simple to fill out, when we are given the correct processing informationI have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rdThe Certificate of Insurance is listed as; [redacted] , - as the Certificate holder [redacted] ** AND [redacted] *** *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciatedUpon completion of delivery, customer care may discuss compensation.Thanks, [redacted] **
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customer and her granddaughterWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for an apology in the form of a refund and offer to refund ½ of the delivery fee paid to us ($115.00) to the customer’s original method of paymentPlease advise our customer to please respond via this mediation channel as ‘Satisfied’ should they wish to accept our offer We can process the paperwork necessary after receiving this response and reach out to our customer via telephone to get this refund fully processed Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, 16px;"> Please let this customer know that we are very sorry for the confusion on our part that caused this concernI completely agree with our customer regarding our delivery team’s need for re trainingRemoving ‘old bedding’ is habitually completed as a unified process and I apologize again that our failure caused our customer so much inconveniencePlease thank our customer in bringing this much needed coaching concern to our attention so we may address accordingly Our records indicate that this customer’s ‘old bedding’ was removed on at approximately 4:38pmCan you please ask this customer to confirm that she still needs the old bedding removed? It is extremely rare that we would have a record of a return that did not occur and I apologize again for taking up more of our customer’s time to get this clarification Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the issue with the home damage We have researched this claim and have reached out to the depot and they will proceed with the claim They will be reaching out to the customer directly to work through the process We are very sorry that this experience has caused the customer unnecessary frustration Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed We have not been made aware of any damages that have not been addressed and we have no service report from a technician that there are any manufacturing issues with any pieces of this set that have not been addressed previously If the customer believes that there are manufacturing issues that have not been reported, we ask that the customer calls and sets up a service so that we may have the opportunity to correct any concerns Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 80%This 80% will be based off of the original cost paid for the merchandise In the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe will expect to remove the current bedroom set the customer has in the home before or on the same day the newly selected item is delivered We would also be willing to offer the customer a discount on the pieces in the home, [redacted] dresser, chest, nightstand and vanity desk This discount would be 20% refunded from the purchase price We can issue this as a corporate check This would be in the amount of $ Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am very sorry to learn of ***’s product concerns and I do understand how frustrating experiencing a concern with your furniture can beI assure [redacted] that Bobs Discount Furniture genuinely wishes to help any customer who is experiencing a product concern The Goof Proof Plan that [redacted] purchased from us in covers accidental damages from a single incident onlyThis means that [redacted] would need to report a covered, in home- one time accident that caused the damages [redacted] would like to claim through the [redacted] companyAs there is no accidental incident being reported to [redacted] the five year coverage that [redacted] refers to in this complaint does not apply ***’s merchandise was delivered in the year 2009, in the year Bobs Discount Furniture serviced ***’s merchandise at no cost to him as a courtesy because [redacted] was already outside of his factory guarantee period through BobsWhen [redacted] reported his latest concerns to us (after approximately years of use later) we felt that a factory trained professional reviewing these photos was the best option to help in expediting ***’s claimWe certainly don’t want to waste our customer’s valuable time and ask them to wait at home for a service technician if we aren’t sure we can offer to repair the customer’s productUpon reviewing these photos we discovered that the concern [redacted] has is not serviceable and as [redacted] is now very far outside of his factory guarantee through Bobs Discount Furniture we are unable to offer further recourse in this scenario [redacted] has no manufacturing defect present, has no manufacturing warranty remaining, and this concern is not of an accidental nature so his Goof Proof coverage does not apply I am truly sorry that Bobs Discount Furniture is unable to offer options for recourse related to this concern Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
This was the worst experience I have ever had with a company Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery Get a call 11:am and told sofa was not going to be delivered todaySpent hours calling them(they repeatedly said they would call back-never did) to try and get something worked outNow no furniture and people coming for New Years Eve party! I will never do business with Bob's Furniture again
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 at 1: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 at 11: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 $ This customer can keep the store credit for the $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 $refund to [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are sincerely sorry that this customer had to go through so much to have this service completed I do see that there were add-ons requested that were not able to be accommodated We are sorry if this was not correctly explained to the customer When it is a quality of life issue, as this was, we fully expect that we will be able to get the acompleted In this case, they were just not able to find a tech in the area with time available The first day we were able to get for this customer was 7/28/and sadly that day the customer was not available The account indicates that we were able to get the service completed on 7/30/ The technician was able to replace the remote with the customer’s spare remote The bed is in working order now If the customer has any outstanding questions or concerns please reply through the Revdex.com mediation service Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos I was given a hour window for delivery I waited the entire time and had to cancel important appts as they were behind the time frame I looked up on the tracker and it said it was delayed another hours I called the number in regards to this stating no one had even given a call to say they were going to be behind I got a run around that the delivery people had gotten lost and were behind It that is the case the customer NEEDS to be informed When the delivery people arrived hours late there were men They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room I instructed them where things were to go and even suggested what piece should be put in first without them even listening It took them almost an hour to set up a simple bedroom set with workers I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged The customer service rep said that she would debit my debit card for the inconvenience and have the mirror replaced Today makes a week later and still no credit I called customer service back and the gentleman stated that they issued me a store credit of and did not debit my debit card I asked to speak with a manager and the gentleman kept saying that they would not give me the back onto my card I will never shop with them again
Good Morning Revdex.com- We are very sorry for the delays in processing the refund We absolutely understand the level of frustration this customer must be feeling We have confirmation that the check was sent to the customer via *** The [redacted] tracking number for this package is [redacted] Again we are sorry that this customer was left waiting for the refund for so long Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon [redacted] , I am extremely sorry that you were met with such a lack of care while seeking resolution to your concernsI assure you that we genuinely care for every single customer who chooses to spend their hard earned money with us and have the appropriate actions in place to resolve your concern I have just finished speaking with our Service Management Team and they have verified that our technician will have the proper education and tools available to him to complete your requested service tomorrow (6.4.2014)As your bed was originally delivered in June of you are very far outside of your factory guarantee period through Bobs Discount Furniture and I promise you that we are applying a vast amount of consideration as a business by offering to complete this new installation at absolutely no charge to you It is appalling and quite embarrassing to me that you had to deal with any pushback during the process of getting your original service call rescheduled and I will ensure that the obvious coaching concerns we have are addressedI thank you for bringing your concern to our attention so that we can improve our customer’s overall experiences Please let me know if there is anything else I can be of assistance with and I look forward to satisfying you tomorrow during your scheduled service call Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I would have accepted this however - the bed was out of stockMy original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the dollars that I should have been charged is ok? dollars doesn't cover the days of lost wages I experienced due to the multiple mistakes you madeAll I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes(Attachment is receipt stating delivery fee) Sincerely, [redacted]
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThis merchandise was delivered to the customer on 01/29/and we have not received any report of concern until this reportThere are several reasons to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceThis issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’) Without being able to take on direct responsibility for this concern we do always disclose the sincerity and care we have for all of our customers and any presented concernWe are able to offer a store credit for the price paid on this sleeper sofa mattressWe are not able to remove the moldy mattress from the home but will provide the customer with the funds to get a new replacement mattress via our showroomShould the customer select another Bob O Pedic Mattress (memory foam makeup) they are accepting full responsibility for any future occurrences of mold that may occur due to the environment this memory foam mattress resides within The store credit number associated with this resolution is: [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
To whom it may concern: First let me say I found your names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture I pulled Bob, Gene and Edmond from WikipediaI cannot believe that it has come to me writing this e-mail but here goes I attended the Grand Opening sale of the Harrisburg, PA store Very nice facility The salesman I was working with was brought in from another store to assist for the dayI ordered an entire house full of furniture• [redacted] Recliner Sofa and Love Seat • [redacted] Coffee Table Set (pcs) • [redacted] Dining Room Pub Table with black leather chairs • [redacted] Server • [redacted] Piece Queen Bedroom Set • [redacted] Queen Mattress and [redacted] (pc) • Set of [redacted] Lamps • [redacted] 48” TV Wall Unit I was provided a hour window for delivery The delivery was late When the delivery men arrived they were very professional and apologetic for being late and told me I was their delivery of the day and that there were issues with the prior deliveriesAs they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginningThey unloaded the Dining Room Chairs They showed up with chairs I ordered The chairs were standard dining chairs and I ordered Pub chairsThey unloaded the Dining Room Table I should say glass top They could not find the base for the table in the truckThey unloaded the [redacted] server and again could not find the baseAll pieces were loaded back into the truckThey unloaded the Bedroom furniture With the Bed being first As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it Sure enough it was cracked on the top right side In addition there were multiple scratches along the footboard and the one rail board was splinteredSo, he took the bed apart and reloaded it on the truck Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days So, imagine my surprise when the dresser with the mirror was on the truck and it was damagedWhy in the world would they call me and tell me it was damaged and still load it on the truck? They began putting together the [redacted] end tables First one went smooth, Second table was a disaster As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out He was not able to put the 2nd table togetherSo, he loaded the end tables back on the truck He then began putting the Cocktail table together Yet another disaster They were two different size legs By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse Picture is attached for your viewing pleasureSo, he loaded the cocktail table back on the truck And I said you might as well take the lights back because what good are the lights to me with no tables to put on themThe last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket Plenty of witnesses…just ask your delivery men I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them overThen I was told the TV Wall Unit was not on the truck It didn’t make the shipment cut-off to get loaded onto the truck What kinds of [redacted] is that? All in all of the pieces of furniture delivered to my home that day of them (yes 22) had to be put back on the truck due to one issue or another Oh, and did I mention the delivery men were on hold for more than minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back of the pieces And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do thatLater that evening I received an automated phone call asking me to do a survey regarding customer service Are you kidding me I just hung upThe following day was a Sunday and I went back to the store I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having bleeding ulcers repaired and a hiatal hernia repaired I spent over hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections After a few hours I finally decided on new merchandiseThey were having a total nightmare with the paper work And after hours of me standing there, with a belly full of stitches from my recent surgery, they finally said I could go and they would figure it out After they gave me a new delivery date of September 21st Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they couldOH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paidSo, here it is Monday, September 21st and I did not get my promised call the night before to give me my hour window of when the furniture would be delivered So, I started calling the customer cr at 6:a.m I finally reached Maria around 8:a.mwho informed me I was not receiving a delivery todayWhen I asked her why she said because the invoice showed I owed the store money WRONG The store owes me money Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it Which showed money owed so the delivery was not scheduled She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $and change….made no sense at all Then they said their supervisor of Customer Care named Dan would call me I still have not received a call from Dan Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person SAD If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you This has been one the worst customer service experience in the history of customer serviceI have to move into my new place Oct 1st and right now I have no furniture And I was told today that even if they can get the accounting team to do their job it would still take days to get my ordered pulled and loaded onto a truck and the soonest delivery would be FridaySo, my question is this Is this the Bob’s Furniture way? How would Robert K [redacted] , Gene R [redacted] or E [redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
Good Afternoon Revdex.com, Please apologize to Denise on my behalf that my first response was unacceptableI understand clearly where our customer’s concerns are coming from and where the damages are locatedI assure our customer that Bobs Discount Furniture prides itself on being able to offer our customers the best quality merchandise for the lowest price point possible We stand behind our technician’s abilities and the extensive training they have received to be able to determine when damage is the result of a factory defect or wear and tearThis type of damage could be present or have originated for several reasons however the fact remains that this damage is not the result of a factory defect or accidental occurrence and therefore not covered under the warranty our customer purchased As a courtesy and because we do care about our customers very much we can offer our customer an option for resolution that balances both our needs as a business and our customer’s needs We can offer to provide our customer with an 80% store credit based on the original price she paid for the four pieces and the storage ottomanIf the customer wants to accept this option we will agree to cover the cost of removing the current items in her home and delivering the new items she selects with this store credit Please let me know if our customer is accepting of this option as I genuinely do want to help solve her concerns Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products Your account indicates that you have not spoken with Bobs Discount Furniture directly to seek resolution for your concern and I further apologize for any frustration you experienced while seeking protection for this concern under the accidental protection plan you purchasedThe material makeup of all of our living room furniture is displayed (every day) on the placard we keep in front of every setWe disclose the Guardian portion of your protection plan being available to accommodate coverage on most in home accidents on our customer’s sales invoice and by way of the trifold we hand to each and every customer at this time of purchaseWe also take initiative to ensure our customers who purchase from the web have this information available for their review as well Bobs Discount Furniture does not advertise and we have always worked diligently to ensure transparency for all the products we sellI have included the sales line up sheet that was displayed in front of your product for verification of this I’m does trouble us that you feel you haven’t received the appropriate response to your concern and we would certainly like to help you move forwardAs a consumer myself I do feel it important to provide an overview of bonded leather so that in the future you understand its value provided its price point in comparison to top grain 100% leather (we do also offer 100% leather merchandise at a higher price point as we believe in offering continued quality, choice, and value) Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backing Bonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process We truly appreciate you as our customer and want to help you move forward in any way we can As this set has been in your possession since we request that you send thru photos of your concern for our Service Department’s review You can send these pictures via the Revdex.com channel you have opened or you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its current conditionOne photo of the concern at a distance, one photo of the concern(s) at close range and once photo that depicts both pieces you have (sofa and loveseat) in their entirety Once your pictures have been reviewed and concern verified, we will respond with what resolution offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies to [redacted] for the aggravation that he has endured while seeking resolution and the part he paid us forWe truly care about each and every one of our customers and acknowledge that the failure on the vendor’s end in shipping time is our responsibility to own We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model I have personally left [redacted] a message (on the ‘daytime’ number he provided Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked that he contact our Customer Care Office (###-###-####) to schedule an exchange date for delivery Again we are very sorry and thank you for the opportunity you provide us with to make our failures right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
From: [redacted] Sent: Thursday, June 19, 12:AM To: [email protected] Subject: Regarding Complaint ID: [redacted] To whom it may concern, I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/against Bob’s Discount Furniture I had stated that I wanted Bob’s to honor their agreement Fortunately for me I was able to find a mattress at a different business which I purchased Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled orders that I had placed with them Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen to other unsuspecting consumers Regards, [redacted]
I purchased a living room set last January and the warranty the salesperson pushed saying absolutely everything is covered tears, stains, rips anything defect or accidentWhen the set was delivered of the pieces had to be replaced tears from the fabric too tight over the wooden frameI called and have a technician come this weekend the same tear on the wood again(on the back of the couch which is not exposed) This set is not heavily usedMaybe we use it twice a weekThe tech didn't even look at anything just said its a year that's all wear and tear not coveredHe was in my home less than minutesextremely unprofessionalHe insisted he call and check in from my phone even though he had a cell phone he took picture withhe then handed me the phone and walked out of the houseThe customer rep was lost said he told her nothing was coveredI explained the situation to her she apologized and said I should email in photos of all the defects and that the wood was palpable because there was not enough padding usedI did as she asked she said a manager would follow upI never got a call and followed up myself again the customer service young woman was very professional , the manager never got on the phone just told her to tell me they back the tech its wear and tearI have photos of the set it looks pristine other than the defectsthis is not wear and tear this is poor quality manufacturing and misleading sales tacticsI asked who I could escalate my complaint toI was told to go to ask bob on mybobs.com and maybe someone higher up would respondI am so disgustedI had [redacted] come out that same Saturday to warranty a scratch in my dining room setThe difference was night and day [redacted] technician did a beautiful repair job, listened to all my concerns, tightened all the chairs went above an beyondSo warranties are great if a company is scrupulousI went onto [redacted] to see if they would respond to my complaint from there since I receive nothing but automated rate our service phone calls, but I saw none of the other negative complaints received a responseIt is obvious they do not care about there reputationI would never ever recommend them and I will never again shop with them
Good Morning Ms [redacted] , Thank you for choosing Bob's Discount FurnitureI apologize for the errors processing the required Certificate of Insurance and the inconvenience we have causedYou are absolutely correct that the "COI" is a very simple to fill out, when we are given the correct processing informationI have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rdThe Certificate of Insurance is listed as; [redacted] , - as the Certificate holder [redacted] ** AND [redacted] *** *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciatedUpon completion of delivery, customer care may discuss compensation.Thanks, [redacted] **
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customer and her granddaughterWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for an apology in the form of a refund and offer to refund ½ of the delivery fee paid to us ($115.00) to the customer’s original method of paymentPlease advise our customer to please respond via this mediation channel as ‘Satisfied’ should they wish to accept our offer We can process the paperwork necessary after receiving this response and reach out to our customer via telephone to get this refund fully processed Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, 16px;"> Please let this customer know that we are very sorry for the confusion on our part that caused this concernI completely agree with our customer regarding our delivery team’s need for re trainingRemoving ‘old bedding’ is habitually completed as a unified process and I apologize again that our failure caused our customer so much inconveniencePlease thank our customer in bringing this much needed coaching concern to our attention so we may address accordingly Our records indicate that this customer’s ‘old bedding’ was removed on at approximately 4:38pmCan you please ask this customer to confirm that she still needs the old bedding removed? It is extremely rare that we would have a record of a return that did not occur and I apologize again for taking up more of our customer’s time to get this clarification Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the issue with the home damage We have researched this claim and have reached out to the depot and they will proceed with the claim They will be reaching out to the customer directly to work through the process We are very sorry that this experience has caused the customer unnecessary frustration Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed We have not been made aware of any damages that have not been addressed and we have no service report from a technician that there are any manufacturing issues with any pieces of this set that have not been addressed previously If the customer believes that there are manufacturing issues that have not been reported, we ask that the customer calls and sets up a service so that we may have the opportunity to correct any concerns Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 80%This 80% will be based off of the original cost paid for the merchandise In the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe will expect to remove the current bedroom set the customer has in the home before or on the same day the newly selected item is delivered We would also be willing to offer the customer a discount on the pieces in the home, [redacted] dresser, chest, nightstand and vanity desk This discount would be 20% refunded from the purchase price We can issue this as a corporate check This would be in the amount of $ Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am very sorry to learn of ***’s product concerns and I do understand how frustrating experiencing a concern with your furniture can beI assure [redacted] that Bobs Discount Furniture genuinely wishes to help any customer who is experiencing a product concern The Goof Proof Plan that [redacted] purchased from us in covers accidental damages from a single incident onlyThis means that [redacted] would need to report a covered, in home- one time accident that caused the damages [redacted] would like to claim through the [redacted] companyAs there is no accidental incident being reported to [redacted] the five year coverage that [redacted] refers to in this complaint does not apply ***’s merchandise was delivered in the year 2009, in the year Bobs Discount Furniture serviced ***’s merchandise at no cost to him as a courtesy because [redacted] was already outside of his factory guarantee period through BobsWhen [redacted] reported his latest concerns to us (after approximately years of use later) we felt that a factory trained professional reviewing these photos was the best option to help in expediting ***’s claimWe certainly don’t want to waste our customer’s valuable time and ask them to wait at home for a service technician if we aren’t sure we can offer to repair the customer’s productUpon reviewing these photos we discovered that the concern [redacted] has is not serviceable and as [redacted] is now very far outside of his factory guarantee through Bobs Discount Furniture we are unable to offer further recourse in this scenario [redacted] has no manufacturing defect present, has no manufacturing warranty remaining, and this concern is not of an accidental nature so his Goof Proof coverage does not apply I am truly sorry that Bobs Discount Furniture is unable to offer options for recourse related to this concern Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
This was the worst experience I have ever had with a company Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery Get a call 11:am and told sofa was not going to be delivered todaySpent hours calling them(they repeatedly said they would call back-never did) to try and get something worked outNow no furniture and people coming for New Years Eve party! I will never do business with Bob's Furniture again
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 at 1: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 at 11: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 $ This customer can keep the store credit for the $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 $refund to [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are sincerely sorry that this customer had to go through so much to have this service completed I do see that there were add-ons requested that were not able to be accommodated We are sorry if this was not correctly explained to the customer When it is a quality of life issue, as this was, we fully expect that we will be able to get the acompleted In this case, they were just not able to find a tech in the area with time available The first day we were able to get for this customer was 7/28/and sadly that day the customer was not available The account indicates that we were able to get the service completed on 7/30/ The technician was able to replace the remote with the customer’s spare remote The bed is in working order now If the customer has any outstanding questions or concerns please reply through the Revdex.com mediation service Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos I was given a hour window for delivery I waited the entire time and had to cancel important appts as they were behind the time frame I looked up on the tracker and it said it was delayed another hours I called the number in regards to this stating no one had even given a call to say they were going to be behind I got a run around that the delivery people had gotten lost and were behind It that is the case the customer NEEDS to be informed When the delivery people arrived hours late there were men They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room I instructed them where things were to go and even suggested what piece should be put in first without them even listening It took them almost an hour to set up a simple bedroom set with workers I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged The customer service rep said that she would debit my debit card for the inconvenience and have the mirror replaced Today makes a week later and still no credit I called customer service back and the gentleman stated that they issued me a store credit of and did not debit my debit card I asked to speak with a manager and the gentleman kept saying that they would not give me the back onto my card I will never shop with them again
Good Morning Revdex.com- We are very sorry for the delays in processing the refund We absolutely understand the level of frustration this customer must be feeling We have confirmation that the check was sent to the customer via *** The [redacted] tracking number for this package is [redacted] Again we are sorry that this customer was left waiting for the refund for so long Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon [redacted] , I am extremely sorry that you were met with such a lack of care while seeking resolution to your concernsI assure you that we genuinely care for every single customer who chooses to spend their hard earned money with us and have the appropriate actions in place to resolve your concern I have just finished speaking with our Service Management Team and they have verified that our technician will have the proper education and tools available to him to complete your requested service tomorrow (6.4.2014)As your bed was originally delivered in June of you are very far outside of your factory guarantee period through Bobs Discount Furniture and I promise you that we are applying a vast amount of consideration as a business by offering to complete this new installation at absolutely no charge to you It is appalling and quite embarrassing to me that you had to deal with any pushback during the process of getting your original service call rescheduled and I will ensure that the obvious coaching concerns we have are addressedI thank you for bringing your concern to our attention so that we can improve our customer’s overall experiences Please let me know if there is anything else I can be of assistance with and I look forward to satisfying you tomorrow during your scheduled service call Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I would have accepted this however - the bed was out of stockMy original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the dollars that I should have been charged is ok? dollars doesn't cover the days of lost wages I experienced due to the multiple mistakes you madeAll I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes(Attachment is receipt stating delivery fee) Sincerely, [redacted]
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThis merchandise was delivered to the customer on 01/29/and we have not received any report of concern until this reportThere are several reasons to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceThis issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’) Without being able to take on direct responsibility for this concern we do always disclose the sincerity and care we have for all of our customers and any presented concernWe are able to offer a store credit for the price paid on this sleeper sofa mattressWe are not able to remove the moldy mattress from the home but will provide the customer with the funds to get a new replacement mattress via our showroomShould the customer select another Bob O Pedic Mattress (memory foam makeup) they are accepting full responsibility for any future occurrences of mold that may occur due to the environment this memory foam mattress resides within The store credit number associated with this resolution is: [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
To whom it may concern: First let me say I found your names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture I pulled Bob, Gene and Edmond from WikipediaI cannot believe that it has come to me writing this e-mail but here goes I attended the Grand Opening sale of the Harrisburg, PA store Very nice facility The salesman I was working with was brought in from another store to assist for the dayI ordered an entire house full of furniture• [redacted] Recliner Sofa and Love Seat • [redacted] Coffee Table Set (pcs) • [redacted] Dining Room Pub Table with black leather chairs • [redacted] Server • [redacted] Piece Queen Bedroom Set • [redacted] Queen Mattress and [redacted] (pc) • Set of [redacted] Lamps • [redacted] 48” TV Wall Unit I was provided a hour window for delivery The delivery was late When the delivery men arrived they were very professional and apologetic for being late and told me I was their delivery of the day and that there were issues with the prior deliveriesAs they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginningThey unloaded the Dining Room Chairs They showed up with chairs I ordered The chairs were standard dining chairs and I ordered Pub chairsThey unloaded the Dining Room Table I should say glass top They could not find the base for the table in the truckThey unloaded the [redacted] server and again could not find the baseAll pieces were loaded back into the truckThey unloaded the Bedroom furniture With the Bed being first As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it Sure enough it was cracked on the top right side In addition there were multiple scratches along the footboard and the one rail board was splinteredSo, he took the bed apart and reloaded it on the truck Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days So, imagine my surprise when the dresser with the mirror was on the truck and it was damagedWhy in the world would they call me and tell me it was damaged and still load it on the truck? They began putting together the [redacted] end tables First one went smooth, Second table was a disaster As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out He was not able to put the 2nd table togetherSo, he loaded the end tables back on the truck He then began putting the Cocktail table together Yet another disaster They were two different size legs By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse Picture is attached for your viewing pleasureSo, he loaded the cocktail table back on the truck And I said you might as well take the lights back because what good are the lights to me with no tables to put on themThe last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket Plenty of witnesses…just ask your delivery men I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them overThen I was told the TV Wall Unit was not on the truck It didn’t make the shipment cut-off to get loaded onto the truck What kinds of [redacted] is that? All in all of the pieces of furniture delivered to my home that day of them (yes 22) had to be put back on the truck due to one issue or another Oh, and did I mention the delivery men were on hold for more than minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back of the pieces And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do thatLater that evening I received an automated phone call asking me to do a survey regarding customer service Are you kidding me I just hung upThe following day was a Sunday and I went back to the store I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having bleeding ulcers repaired and a hiatal hernia repaired I spent over hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections After a few hours I finally decided on new merchandiseThey were having a total nightmare with the paper work And after hours of me standing there, with a belly full of stitches from my recent surgery, they finally said I could go and they would figure it out After they gave me a new delivery date of September 21st Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they couldOH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paidSo, here it is Monday, September 21st and I did not get my promised call the night before to give me my hour window of when the furniture would be delivered So, I started calling the customer c
r at 6:a.m I finally reached Maria around 8:a.mwho informed me I was not receiving a delivery todayWhen I asked her why she said because the invoice showed I owed the store money WRONG The store owes me money Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it Which showed money owed so the delivery was not scheduled She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $and change….made no sense at all Then they said their supervisor of Customer Care named Dan would call me I still have not received a call from Dan Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person SAD If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you This has been one the worst customer service experience in the history of customer serviceI have to move into my new place Oct 1st and right now I have no furniture And I was told today that even if they can get the accounting team to do their job it would still take days to get my ordered pulled and loaded onto a truck and the soonest delivery would be FridaySo, my question is this Is this the Bob’s Furniture way? How would Robert K [redacted] , Gene R [redacted] or E [redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
Good Afternoon Revdex.com, Please apologize to Denise on my behalf that my first response was unacceptableI understand clearly where our customer’s concerns are coming from and where the damages are locatedI assure our customer that Bobs Discount Furniture prides itself on being able to offer our customers the best quality merchandise for the lowest price point possible We stand behind our technician’s abilities and the extensive training they have received to be able to determine when damage is the result of a factory defect or wear and tearThis type of damage could be present or have originated for several reasons however the fact remains that this damage is not the result of a factory defect or accidental occurrence and therefore not covered under the warranty our customer purchased As a courtesy and because we do care about our customers very much we can offer our customer an option for resolution that balances both our needs as a business and our customer’s needs We can offer to provide our customer with an 80% store credit based on the original price she paid for the four pieces and the storage ottomanIf the customer wants to accept this option we will agree to cover the cost of removing the current items in her home and delivering the new items she selects with this store credit Please let me know if our customer is accepting of this option as I genuinely do want to help solve her concerns Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products Your account indicates that you have not spoken with Bobs Discount Furniture directly to seek resolution for your concern and I further apologize for any frustration you experienced while seeking protection for this concern under the accidental protection plan you purchasedThe material makeup of all of our living room furniture is displayed (every day) on the placard we keep in front of every setWe disclose the Guardian portion of your protection plan being available to accommodate coverage on most in home accidents on our customer’s sales invoice and by way of the trifold we hand to each and every customer at this time of purchaseWe also take initiative to ensure our customers who purchase from the web have this information available for their review as well Bobs Discount Furniture does not advertise and we have always worked diligently to ensure transparency for all the products we sellI have included the sales line up sheet that was displayed in front of your product for verification of this I’m does trouble us that you feel you haven’t received the appropriate response to your concern and we would certainly like to help you move forwardAs a consumer myself I do feel it important to provide an overview of bonded leather so that in the future you understand its value provided its price point in comparison to top grain 100% leather (we do also offer 100% leather merchandise at a higher price point as we believe in offering continued quality, choice, and value) Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backing Bonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process We truly appreciate you as our customer and want to help you move forward in any way we can As this set has been in your possession since we request that you send thru photos of your concern for our Service Department’s review You can send these pictures via the Revdex.com channel you have opened or you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its current conditionOne photo of the concern at a distance, one photo of the concern(s) at close range and once photo that depicts both pieces you have (sofa and loveseat) in their entirety Once your pictures have been reviewed and concern verified, we will respond with what resolution offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies to [redacted] for the aggravation that he has endured while seeking resolution and the part he paid us forWe truly care about each and every one of our customers and acknowledge that the failure on the vendor’s end in shipping time is our responsibility to own We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model I have personally left [redacted] a message (on the ‘daytime’ number he provided Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked that he contact our Customer Care Office (###-###-####) to schedule an exchange date for delivery Again we are very sorry and thank you for the opportunity you provide us with to make our failures right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
From: [redacted] Sent: Thursday, June 19, 12:AM To: [email protected] Subject: Regarding Complaint ID: [redacted] To whom it may concern, I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/against Bob’s Discount Furniture I had stated that I wanted Bob’s to honor their agreement Fortunately for me I was able to find a mattress at a different business which I purchased Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled orders that I had placed with them Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen to other unsuspecting consumers Regards, [redacted]
I purchased a living room set last January and the warranty the salesperson pushed saying absolutely everything is covered tears, stains, rips anything defect or accidentWhen the set was delivered of the pieces had to be replaced tears from the fabric too tight over the wooden frameI called and have a technician come this weekend the same tear on the wood again(on the back of the couch which is not exposed) This set is not heavily usedMaybe we use it twice a weekThe tech didn't even look at anything just said its a year that's all wear and tear not coveredHe was in my home less than minutesextremely unprofessionalHe insisted he call and check in from my phone even though he had a cell phone he took picture withhe then handed me the phone and walked out of the houseThe customer rep was lost said he told her nothing was coveredI explained the situation to her she apologized and said I should email in photos of all the defects and that the wood was palpable because there was not enough padding usedI did as she asked she said a manager would follow upI never got a call and followed up myself again the customer service young woman was very professional , the manager never got on the phone just told her to tell me they back the tech its wear and tearI have photos of the set it looks pristine other than the defectsthis is not wear and tear this is poor quality manufacturing and misleading sales tacticsI asked who I could escalate my complaint toI was told to go to ask bob on mybobs.com and maybe someone higher up would respondI am so disgustedI had [redacted] come out that same Saturday to warranty a scratch in my dining room setThe difference was night and day [redacted] technician did a beautiful repair job, listened to all my concerns, tightened all the chairs went above an beyondSo warranties are great if a company is scrupulousI went onto [redacted] to see if they would respond to my complaint from there since I receive nothing but automated rate our service phone calls, but I saw none of the other negative complaints received a responseIt is obvious they do not care about there reputationI would never ever recommend them and I will never again shop with them