Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof planI apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a single incident, when properly reported Seam separations are covered under the one year manufacturer warranty through Bob'sWhen we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos)Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August Your claim was denied as none of the reported damage is covered under the planDamage resulting from the teeth, beak or claws of an animal is not coveredPrior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November and March with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected areaAt your request, I will cancel and refund the plan in its entiretyYou should expect to receive a refund check within 10-business days.Bob's Discount Furniture truly appreciates your business.Thank you, [redacted] **
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment in their set The customer’s merchandise is far past any warranty our business communicated via the original sales invoice and while we stand behind the quality of our product we do reserve the right to view the merchandise before assessing what courtesy options may be available for resolution Merchandise from any retailer is continually discontinued for several reasons and most of these reasons have nothing to do with the item’s wear patternThis set was delivered over three years ago and in order to keep up with changing trends and home fashion most of our sets have been changed within the past three years Please ask the customer to submit photos of their merchandise (to the Revdex.com) so we can assess the overall quality and condition of the items, if there are no signs of use beyond wear and tear we will respond with what courtesy options we may have to offer for recourse Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies again to this customer for the lack of follow up and customer care applied to her accountI am also very sorry I had to ask for more information in order to assistOur intention was never to cause our customer any stress during the purchase of her new merchandiseOur records indicate that this customer took successful delivery of the following items: -Dining room set ($599.00) - Sectional ($999.00) -Rustic Wine Rack ($399.00) The pricing of the items listed above is equal to $ The delivery fee that is associated with this price point and amount of merchandise is $This customer’s original sales invoice depicts that she was charged $for a delivery fee, as the bed was never delivered I do agree that the customer is owed the difference between the two delivery fee pricing points which is $ As a form of further apology for the stress we caused this customer Bobs Discount Furniture will provide a refund of an additional $ to this customer’s original method of paymentThe total and final offer for compensation that we can make is $ Please know that refunding monies to a customer as a form of apology is our extreme effort to apply courtesy and care for our failures because this offer is above and beyond our operating proceduresIf our customer is accepting of this offer please ask her to close this claim as satisfactory; I will process the paperwork on the same day and ask that our Bobs retail location reach out to her to verify the full credit card number used on her original sale in order to completely process the payment Thank you, [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 usI can understand the frustration this customer must be feeling at this time I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeThis is scheduled for pickup on If the pickup is successfully completed I will reach out to our Accounting Department on Monday to ensure that the refund check is cut on the next available day and I will have the check sent to the customer via [redacted] ** If this customer will not have someone available to sign for the refund check, please reply through the Revdex.com site and we will send via US Postal service 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
Good Morning ***, 16px;"> I apologize that you feel that you were lied to during your time of sale and that you have had to deal with any product concerns while getting your new bed fully assembledThe time of sale is a very exciting time and I assure you that it is never our intention to provide our customer’s with anything but honesty and transparencyWhile I wasn’t present during your time of sale I do stand behind my colleagues while I state that I’m sure your product was a close out item and was sold to you under honest termsClose out items are known to occasionally come to our pit locations from various show room floorsThis would indicate that the product has been used by many customers that have traveled through our showrooms getting up and down off the bedOur products sold from our pit locations are sold as is because it is never possible for anyone to guarantee how much usage a clearance product has sustainedAgain, I am so sorry that you experienced any disappointment with your purchase and I assure you that Bobs Discount Furniture sympathizes with our customer’s concernsAs the retailer of this product and because this product was picked up from our possession we have no clear idea of how the product traveled to your home and what condition the product was actually in when it arrived to your residence At this time we can offer to meet you in the middle of your request for settlement out of extreme courtesyWe are forgoing our processes in an effort to please our valued customer and we do hope you will provide us with another opportunity to earn your trust back in our business in the future *** I have processed the paperwork for your refund of $and ask that you please contact our retail location to complete the full processing of this financial transactionShould you wish to accept this offer I have left some instruction below for you in reference to contacting our retail location o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
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 in January and at the time of purchase; the customer purchased the option of [redacted] Through Bob’s this customer was covered for a period of one year 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 manufacturer in this case offered a two year warranty on the leather This has nothing to do with the plan the customer purchased, it is strictly a warranty the vendor offers on this set This warranty period ended January of This has not changed 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 There is no report that the damage was the result of a single accident This is then not something that would be covered under [redacted] Leather peeling is an environmental issue This comes from the way pieces are cared for in the home It is not a manufacturing defect I have attached care sheets from two separate web sites showing that leather material peels when it is not conditioned or is exposed to sunlight or a source of high heat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usThe customer purchased [redacted] *** This covers the merchandise for years of manufacturing defects through Bob’s and years of coverage for verifiable accidents through [redacted] Ins Our technician did not report that there were manufacturing defects It was reported to us that there are environmental concerns that have caused this damage Our highly trained technicians are charged with reporting back to us what they see in the home We do trust their knowledge and expertise If this customer does not agree with what was report by our technician we welcome them to submit photos, through this Revdex.com mediation servicePlease submit color photos of the damages to show that these damages are not caused by use in the home -Minimum Photos of each damaged piece - Picture that clearly shows the entire facing surface - Picture that clearly shows the damage marks at close range - Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning ***, I am very sorry for the terrible delivery experience you had and you are correct that the concerns you have are a result of our failures and are completely our faultI am very embarrassed to read that you were met with such a lack of care and empathy while trying to resolve your concerns and I assure you that our customer’s satisfaction is the most important part of our businessI’m so sorry you had to escalate you claims so highly and I have taken the appropriate steps to ensure our delivery team is addressed for their behavior Our records indicate that your request to have a refund of your delivery fee was honored on as well as a $gift card to Bobs Discount FurnitureWhile I do understand the reasons why you are seeking more compensation we are unable to offer a further discount on our already discounted factory fresh productsWe can offer you an additional Bobs Discount Furniture Gift Card in the amount of $Should you not want to take another delivery using our service I certainly don’t blame you and we do have many cash and carry items available in our showroomsOur gift card offer is not an attempt to force you to shop with us again, rather an attempt to honor your request for additional compensation and an attempt to earn your trust back in our business Thank you for your extreme patience with us while we work to meet your needs and balance the needs of our business [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry that the delivery experience did not go as well as we would have wished for this customer We have reviewed the complaint and the account as well as the photo the team took of the damaged piece We agree with the offer that was made for compensation If the exchange is not successful we can review the account again to see if other compensation is warranted We do always offer service first, as stated on every customer’s sales order, reviewed and signed at time of purchase This customer requested the exchange and it was scheduled Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three timesIt would be reasonable to expect I would be charged for three deliveries on separate datesAdditionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures"After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failureI'm also requesting delivery on July 13, 2014, no later than Am Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemailI responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.comI was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them I took pictures and emailed them over to the business Sincerely, [redacted]
Good Afternoon ***, I apologize that you are dissatisfied with the swivel recliner you selected from Bobs Discount Furniture and I assure you that we consider our customers to be the most important part of our business Our records indicate that any factory defect concern you originally had with this recliner was resolved on when we dispatched our service technician to your residenceI am so sorry that your product arrived with any concern but I do see that we worked to please you by resolving this concern for you just a couple days after the initial delivery date Due to the purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs Discount Furniture is unable to approve a return for refund or store credit on any of your merchandiseYou are currently paying ‘Acceptance Now’ for this recliner and the ‘Acceptance Now’ company is the current owner of this product as your lease to own agreement indicatesI did call and speak with an account representative at the ‘Acceptance Now’ location you purchased from and they have agreed to offer you a store credit based on the full retail price of the recliner so that you can come back into the store and select another product at the same price point that will satisfy you moreI am truly sorry but per the guidelines you agreed to at the time of sale you are not permitted to return a partial amount of your sale for a refundAs Bobs Discount Furniture is a separate business from the ‘Acceptance Now’ company we are unable to make changes or approve exceptions to any of their current operating practicesI do feel that offering you a store credit to select an item you are happier with is a fair and appropriate offer for resolution and I hope that can see this in the same light I have placed the store credit of $into our system for your use and ask that you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit number: [redacted] ) should you have any further questions about making your new transaction happenThe account representative indicated to me today that they have actually been waiting for you to come into the store to make a reselection and are now aware of the active credit we have populated in our system for youThis credit will expire on and due to the product concern you reported on day of delivery Bobs can help accommodate you by covering the cost of delivering the new item you select with this credit on the same date we remove the current recliner that is in your home Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to have the table replacedPlease let me know the next step to complete this processthank you for working with me on this matter Sincerely, [redacted]
Good Morning Revdex.com, Please give this customer my apologies for the failures that she has endured during her purchase with usI can certainly understand the customer’s disappointment and we assure her that we care very much about satisfying our customers in the event any failure occurs This customer purchased through the ‘Acceptance Now’ lease to own program we offer and while I acknowledge this customer’s aggravation and agree that compensation is deserved we are unable to offer a monetary refund based on the fact that this customer is not paying Bobs Discount Furniture for her merchandise [redacted] has paid and is paying directly to ‘Acceptance Now’ for the furniture she has We do not deliver used furniture to our customers and again we apologize that our customer received product with cosmetic and factory defect concernsAt this time we are able to offer this customer a Bobs Discount Furniture Gift Card for $as a form of apology for the inconvenience she has experienced as a result of our failuresWe have many cash and carry items available in our stores for well under $so this customer can have an actual item or item(s) of her choice from us as our apology Please let me know if our customer is accepting of this offer and I will start the process to mail her out this valuable offer of compensation Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon (10.03.2014) and verified that her concern has been resolvedWe are very sorry for any frustration that we caused [redacted] by improperly informing her that she was not eligible for a service, especially since her mattress remains under a manufacturing warranty that we are obligated to honor [redacted] is currently scheduled to receive an inspection service to determine if this mattress is defective on and I have provided [redacted] with all of my direct contact information for any future occurrences of customer care she may need Thank you for the opportunity to make this failure right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon [redacted] , 16px;"> I apologize that you are so unsatisfied with the product you purchased from Bobs Discount FurnitureI do understand how aggravating this concern is and I assure you that Bobs truly wishes to help every customer who has a concern Our records reflect that you received this set on and had not made us aware of any concerns until Upon visiting your home on our technician determined that the drawers breaking on the bottom are a result of overstuffing them for an extended period of timeThis is considered wear and tear damage and there is no warranty coverage offered by Bobs or Goof Proof for damage of this natureI am so sorry that we failed you in referring you to Goof Proof for coverage, that is our fault and we have already begun addressing the training concerns we have with the agent you spoke withI thank you for bringing this failure to our attention As a courtesy we can offer to place an order for parts on your behalfWe can order you a new top drawer to your dresser and a new bottom drawer for your chest, as these are the drawers reflected in the technician’s report as having concernsShould you accept this part order the approximate shipping time to you would be around 10-weeks as the vendor who manufactures your dresser and chest is located overseas I will await your response prior to placing this order for parts, please respond as I am keen on helping you resolve your complaint Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am so sorry that you have been having difficulty getting your concerns properly addressed and I apologize further that you feel the service you have received has been insincere and unsympatheticI can assure that having been our Customer Care Department Trainer for several years, we genuinely do care and wish to solve every concern any customer has Our Goof Proof Protection Plans are extremely valuable protection plans when used within the appropriate guidelines and we continually find more successful results with customers who have purchased these plans verses customers who have not purchased the additional protectionIt is never our intention to simply deny a customer a resolution for their concern and I apologize that you have received such a lack of appropriate attention towards your complaint While I understand that you do not want to spend any more of your valuable time on this concern I am unable to properly located your (your sisters?) account with the information you have provided meI did locate an account by address that I think may be your sisters, is her first name [redacted] ? I really do have a vested interest in helping you resolve the concerns with these chairs and I appreciate you bringing the obvious coaching needs we have to my direct attentionWould you please respond to me with your sister’s full name, telephone number she used for this purchase, sales order number, or delivery address so I can verify that I am offering the correct customer resolution? If I may, I would also suggest that you attach pictures of the chairs and their concerns to your response so I can review these damages with my Service Management TeamIf a service technician has already been to your sister’s home we can work off of his report, however with pictures I can most likely have a direct answer for you with 1-days of you sending them in Thank you for your time and I apologize again that you have been so disappointed by us; I only wish to make this right for you [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Our records indicate that as of yesterday (5.12.2014) Mr [redacted] has been provided a credit for the merchandise he is reporting to have concerns withWe tried to contact Mr [redacted] yesterday at 3:01pm on the same number he has provided to us in this complaint, we received an automated error that stated our customer was “not accepting calls”If Mr [redacted] has questions regarding the credit we have entered for him please ask him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleagues in the store and it appears the customer has chosen to schedule another delivery instead of canceling for a refund We have called the customer to schedule the delivery many times We had a delivery scheduled with the customer on The team was at the building during the estimated timeframe The door man was unable to locate the customer The team waited at the building for fifteen minutes before moving on During that time several calls were made trying to reach the customer If the customer would like to cancel this order for a refund she can do so anytime up until delivery 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
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the concerns that our customer has experienced with their dining room set purchased from Bobs Discount FurnitureWe further apologize that our customer was informed that an appointment time after 5:00pm could be honoredThis is not possible for delivery or service as we never expect our delivery teams or technicians to be on the road that late We have entered a reselection credit into our systems so that the customer can reselect to a dining room set that will not present any further quality concernsThe credit number associated with this reselection is: [redacted] Should the customer have any further questions about this store credit/reselection process we ask that the visit their Bobs Showroom or contact our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a -7:00a) Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof planI apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a single incident, when properly reported Seam separations are covered under the one year manufacturer warranty through Bob'sWhen we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos)Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August Your claim was denied as none of the reported damage is covered under the planDamage resulting from the teeth, beak or claws of an animal is not coveredPrior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November and March with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected areaAt your request, I will cancel and refund the plan in its entiretyYou should expect to receive a refund check within 10-business days.Bob's Discount Furniture truly appreciates your business.Thank you, [redacted] **
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment in their set The customer’s merchandise is far past any warranty our business communicated via the original sales invoice and while we stand behind the quality of our product we do reserve the right to view the merchandise before assessing what courtesy options may be available for resolution Merchandise from any retailer is continually discontinued for several reasons and most of these reasons have nothing to do with the item’s wear patternThis set was delivered over three years ago and in order to keep up with changing trends and home fashion most of our sets have been changed within the past three years Please ask the customer to submit photos of their merchandise (to the Revdex.com) so we can assess the overall quality and condition of the items, if there are no signs of use beyond wear and tear we will respond with what courtesy options we may have to offer for recourse Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies again to this customer for the lack of follow up and customer care applied to her accountI am also very sorry I had to ask for more information in order to assistOur intention was never to cause our customer any stress during the purchase of her new merchandiseOur records indicate that this customer took successful delivery of the following items: -Dining room set ($599.00) - Sectional ($999.00) -Rustic Wine Rack ($399.00) The pricing of the items listed above is equal to $ The delivery fee that is associated with this price point and amount of merchandise is $This customer’s original sales invoice depicts that she was charged $for a delivery fee, as the bed was never delivered I do agree that the customer is owed the difference between the two delivery fee pricing points which is $ As a form of further apology for the stress we caused this customer Bobs Discount Furniture will provide a refund of an additional $ to this customer’s original method of paymentThe total and final offer for compensation that we can make is $ Please know that refunding monies to a customer as a form of apology is our extreme effort to apply courtesy and care for our failures because this offer is above and beyond our operating proceduresIf our customer is accepting of this offer please ask her to close this claim as satisfactory; I will process the paperwork on the same day and ask that our Bobs retail location reach out to her to verify the full credit card number used on her original sale in order to completely process the payment Thank you, [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 usI can understand the frustration this customer must be feeling at this time I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeThis is scheduled for pickup on If the pickup is successfully completed I will reach out to our Accounting Department on Monday to ensure that the refund check is cut on the next available day and I will have the check sent to the customer via [redacted] ** If this customer will not have someone available to sign for the refund check, please reply through the Revdex.com site and we will send via US Postal service 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
Good Morning ***, 16px;"> I apologize that you feel that you were lied to during your time of sale and that you have had to deal with any product concerns while getting your new bed fully assembledThe time of sale is a very exciting time and I assure you that it is never our intention to provide our customer’s with anything but honesty and transparencyWhile I wasn’t present during your time of sale I do stand behind my colleagues while I state that I’m sure your product was a close out item and was sold to you under honest termsClose out items are known to occasionally come to our pit locations from various show room floorsThis would indicate that the product has been used by many customers that have traveled through our showrooms getting up and down off the bedOur products sold from our pit locations are sold as is because it is never possible for anyone to guarantee how much usage a clearance product has sustainedAgain, I am so sorry that you experienced any disappointment with your purchase and I assure you that Bobs Discount Furniture sympathizes with our customer’s concernsAs the retailer of this product and because this product was picked up from our possession we have no clear idea of how the product traveled to your home and what condition the product was actually in when it arrived to your residence At this time we can offer to meet you in the middle of your request for settlement out of extreme courtesyWe are forgoing our processes in an effort to please our valued customer and we do hope you will provide us with another opportunity to earn your trust back in our business in the future *** I have processed the paperwork for your refund of $and ask that you please contact our retail location to complete the full processing of this financial transactionShould you wish to accept this offer I have left some instruction below for you in reference to contacting our retail location o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
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 in January and at the time of purchase; the customer purchased the option of [redacted] Through Bob’s this customer was covered for a period of one year 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 manufacturer in this case offered a two year warranty on the leather This has nothing to do with the plan the customer purchased, it is strictly a warranty the vendor offers on this set This warranty period ended January of This has not changed 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 There is no report that the damage was the result of a single accident This is then not something that would be covered under [redacted] Leather peeling is an environmental issue This comes from the way pieces are cared for in the home It is not a manufacturing defect I have attached care sheets from two separate web sites showing that leather material peels when it is not conditioned or is exposed to sunlight or a source of high heat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usThe customer purchased [redacted] *** This covers the merchandise for years of manufacturing defects through Bob’s and years of coverage for verifiable accidents through [redacted] Ins Our technician did not report that there were manufacturing defects It was reported to us that there are environmental concerns that have caused this damage Our highly trained technicians are charged with reporting back to us what they see in the home We do trust their knowledge and expertise If this customer does not agree with what was report by our technician we welcome them to submit photos, through this Revdex.com mediation servicePlease submit color photos of the damages to show that these damages are not caused by use in the home -Minimum Photos of each damaged piece - Picture that clearly shows the entire facing surface - Picture that clearly shows the damage marks at close range - Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning ***, I am very sorry for the terrible delivery experience you had and you are correct that the concerns you have are a result of our failures and are completely our faultI am very embarrassed to read that you were met with such a lack of care and empathy while trying to resolve your concerns and I assure you that our customer’s satisfaction is the most important part of our businessI’m so sorry you had to escalate you claims so highly and I have taken the appropriate steps to ensure our delivery team is addressed for their behavior Our records indicate that your request to have a refund of your delivery fee was honored on as well as a $gift card to Bobs Discount FurnitureWhile I do understand the reasons why you are seeking more compensation we are unable to offer a further discount on our already discounted factory fresh productsWe can offer you an additional Bobs Discount Furniture Gift Card in the amount of $Should you not want to take another delivery using our service I certainly don’t blame you and we do have many cash and carry items available in our showroomsOur gift card offer is not an attempt to force you to shop with us again, rather an attempt to honor your request for additional compensation and an attempt to earn your trust back in our business Thank you for your extreme patience with us while we work to meet your needs and balance the needs of our business [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry that the delivery experience did not go as well as we would have wished for this customer We have reviewed the complaint and the account as well as the photo the team took of the damaged piece We agree with the offer that was made for compensation If the exchange is not successful we can review the account again to see if other compensation is warranted We do always offer service first, as stated on every customer’s sales order, reviewed and signed at time of purchase This customer requested the exchange and it was scheduled Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three timesIt would be reasonable to expect I would be charged for three deliveries on separate datesAdditionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures"After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failureI'm also requesting delivery on July 13, 2014, no later than Am Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemailI responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.comI was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them I took pictures and emailed them over to the business Sincerely, [redacted]
Good Afternoon ***, I apologize that you are dissatisfied with the swivel recliner you selected from Bobs Discount Furniture and I assure you that we consider our customers to be the most important part of our business Our records indicate that any factory defect concern you originally had with this recliner was resolved on when we dispatched our service technician to your residenceI am so sorry that your product arrived with any concern but I do see that we worked to please you by resolving this concern for you just a couple days after the initial delivery date Due to the purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs Discount Furniture is unable to approve a return for refund or store credit on any of your merchandiseYou are currently paying ‘Acceptance Now’ for this recliner and the ‘Acceptance Now’ company is the current owner of this product as your lease to own agreement indicatesI did call and speak with an account representative at the ‘Acceptance Now’ location you purchased from and they have agreed to offer you a store credit based on the full retail price of the recliner so that you can come back into the store and select another product at the same price point that will satisfy you moreI am truly sorry but per the guidelines you agreed to at the time of sale you are not permitted to return a partial amount of your sale for a refundAs Bobs Discount Furniture is a separate business from the ‘Acceptance Now’ company we are unable to make changes or approve exceptions to any of their current operating practicesI do feel that offering you a store credit to select an item you are happier with is a fair and appropriate offer for resolution and I hope that can see this in the same light I have placed the store credit of $into our system for your use and ask that you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit number: [redacted] ) should you have any further questions about making your new transaction happenThe account representative indicated to me today that they have actually been waiting for you to come into the store to make a reselection and are now aware of the active credit we have populated in our system for youThis credit will expire on and due to the product concern you reported on day of delivery Bobs can help accommodate you by covering the cost of delivering the new item you select with this credit on the same date we remove the current recliner that is in your home Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to have the table replacedPlease let me know the next step to complete this processthank you for working with me on this matter Sincerely, [redacted]
Good Morning Revdex.com, Please give this customer my apologies for the failures that she has endured during her purchase with usI can certainly understand the customer’s disappointment and we assure her that we care very much about satisfying our customers in the event any failure occurs This customer purchased through the ‘Acceptance Now’ lease to own program we offer and while I acknowledge this customer’s aggravation and agree that compensation is deserved we are unable to offer a monetary refund based on the fact that this customer is not paying Bobs Discount Furniture for her merchandise [redacted] has paid and is paying directly to ‘Acceptance Now’ for the furniture she has We do not deliver used furniture to our customers and again we apologize that our customer received product with cosmetic and factory defect concernsAt this time we are able to offer this customer a Bobs Discount Furniture Gift Card for $as a form of apology for the inconvenience she has experienced as a result of our failuresWe have many cash and carry items available in our stores for well under $so this customer can have an actual item or item(s) of her choice from us as our apology Please let me know if our customer is accepting of this offer and I will start the process to mail her out this valuable offer of compensation Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon (10.03.2014) and verified that her concern has been resolvedWe are very sorry for any frustration that we caused [redacted] by improperly informing her that she was not eligible for a service, especially since her mattress remains under a manufacturing warranty that we are obligated to honor [redacted] is currently scheduled to receive an inspection service to determine if this mattress is defective on and I have provided [redacted] with all of my direct contact information for any future occurrences of customer care she may need Thank you for the opportunity to make this failure right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon [redacted] , 16px;"> I apologize that you are so unsatisfied with the product you purchased from Bobs Discount FurnitureI do understand how aggravating this concern is and I assure you that Bobs truly wishes to help every customer who has a concern Our records reflect that you received this set on and had not made us aware of any concerns until Upon visiting your home on our technician determined that the drawers breaking on the bottom are a result of overstuffing them for an extended period of timeThis is considered wear and tear damage and there is no warranty coverage offered by Bobs or Goof Proof for damage of this natureI am so sorry that we failed you in referring you to Goof Proof for coverage, that is our fault and we have already begun addressing the training concerns we have with the agent you spoke withI thank you for bringing this failure to our attention As a courtesy we can offer to place an order for parts on your behalfWe can order you a new top drawer to your dresser and a new bottom drawer for your chest, as these are the drawers reflected in the technician’s report as having concernsShould you accept this part order the approximate shipping time to you would be around 10-weeks as the vendor who manufactures your dresser and chest is located overseas I will await your response prior to placing this order for parts, please respond as I am keen on helping you resolve your complaint Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am so sorry that you have been having difficulty getting your concerns properly addressed and I apologize further that you feel the service you have received has been insincere and unsympatheticI can assure that having been our Customer Care Department Trainer for several years, we genuinely do care and wish to solve every concern any customer has Our Goof Proof Protection Plans are extremely valuable protection plans when used within the appropriate guidelines and we continually find more successful results with customers who have purchased these plans verses customers who have not purchased the additional protectionIt is never our intention to simply deny a customer a resolution for their concern and I apologize that you have received such a lack of appropriate attention towards your complaint While I understand that you do not want to spend any more of your valuable time on this concern I am unable to properly located your (your sisters?) account with the information you have provided meI did locate an account by address that I think may be your sisters, is her first name [redacted] ? I really do have a vested interest in helping you resolve the concerns with these chairs and I appreciate you bringing the obvious coaching needs we have to my direct attentionWould you please respond to me with your sister’s full name, telephone number she used for this purchase, sales order number, or delivery address so I can verify that I am offering the correct customer resolution? If I may, I would also suggest that you attach pictures of the chairs and their concerns to your response so I can review these damages with my Service Management TeamIf a service technician has already been to your sister’s home we can work off of his report, however with pictures I can most likely have a direct answer for you with 1-days of you sending them in Thank you for your time and I apologize again that you have been so disappointed by us; I only wish to make this right for you [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Our records indicate that as of yesterday (5.12.2014) Mr [redacted] has been provided a credit for the merchandise he is reporting to have concerns withWe tried to contact Mr [redacted] yesterday at 3:01pm on the same number he has provided to us in this complaint, we received an automated error that stated our customer was “not accepting calls”If Mr [redacted] has questions regarding the credit we have entered for him please ask him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleagues in the store and it appears the customer has chosen to schedule another delivery instead of canceling for a refund We have called the customer to schedule the delivery many times We had a delivery scheduled with the customer on The team was at the building during the estimated timeframe The door man was unable to locate the customer The team waited at the building for fifteen minutes before moving on During that time several calls were made trying to reach the customer If the customer would like to cancel this order for a refund she can do so anytime up until delivery 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
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the concerns that our customer has experienced with their dining room set purchased from Bobs Discount FurnitureWe further apologize that our customer was informed that an appointment time after 5:00pm could be honoredThis is not possible for delivery or service as we never expect our delivery teams or technicians to be on the road that late We have entered a reselection credit into our systems so that the customer can reselect to a dining room set that will not present any further quality concernsThe credit number associated with this reselection is: [redacted] Should the customer have any further questions about this store credit/reselection process we ask that the visit their Bobs Showroom or contact our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a -7:00a) Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison