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 look forward to receiving the exchange on 08/06/and a compensation following a satisfactory delivery Sincerely, [redacted] ***
Good Morning Revdex.com, Bobs Discount Furniture has honored [redacted] ’s requests and made fair offers to resolve his original concernAs a business we have gone above and beyond the guidelines of our protection plan and provided [redacted] with a replacement piece of furniture even with the information that servicing his merchandise would have been the best route for our customerThis latest concern outlines again why we continually seek to resolve our customer’s concerns with quality services rather than replacement items In regards to the other item in our customer’s home, we are unable to offer a replacement on a piece of merchandise that [redacted] has had in his possession since This item contains no factory defects or reported, covered accidents to GuardianAs a business we must look to balance out the needs of our business with the wants of our customer and in this scenario we have not failed our customerIt is not the responsibility of a business to replace an item free of concern because of a preference issue our customer is experiencing and I am truly sorry that we have no further recourse to offer [redacted] in this case [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 usWe can absolutely understand their frustration with this The depot has sent this to the insurance company for payment The customer should be receiving the payment soon, if it has not already been received Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass my apologies to this customer as it is obvious that we failed him on multiple levelsRegretfully this customer has already been refunded for his full purchase price as he has chosen to fully cancel the sales order he had open with usI certainly understand the reason why he has chosen to purchase furniture elsewhere and I do hope this customer will give us another chance to earn his business back in the futureIf this customer would like to provide me feedback directly on how we can improve our entire operation I would be grateful for the opportunity to listen to himPlease provide him my direct email address to use should he see fit [redacted] Thank You, [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 delivery experience with usWe have submitted a complaint on the first team and we apologize for their unprofessional behavior I see that this customer has already spoken with the store manager and it appears the customer will be working closely with him to rectify the situation and reach a satisfactory outcomeThe delivery has been completed and compensation has been offered, accepted and completed We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: When I called [redacted] they were pretty rude I told them I was out and when I came home the tear was there I was not home to witness it An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife I was sold this warranty by your store because I had dogs The information on your warranty says accident It does not way they consider to be an accidentYour tech said it was not wear and tear so it was an accident So I confused by the definition when I called [redacted] is not very friendly and intimidates you when you call I sent pictures so I you can fix it that is fine I just want the warranty that was sold to meAnd I am so tired of your store saying sorry we cannot help youYears ago when I had a scratch on my table your company told me that my son intentionally scratched it How does your company come up with that? And to accuse someone's child like that, I don't get it I feel like your company says anything not to honor a warranty that is sold to a customer Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbishedThere is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspringIf it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look newIf it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or anotherI am not satisfied with the service or the product Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 us We currently have a delivery scheduled for the [redacted] on to resolve this concern While it is not procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence We will review the account and our failures at that time and determine what we are able to offer [redacted] We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please pass on our apologies to our customer for the unexpected delay in the product’s shipping time and the refund processes a payment by check follows within our expressed policies Our system indicates that this order was placed via phone so we have already begun following up on the information this consumer cites to have been communicated by the sales professionalOur inventory system will not allow for merchandise to be held on any sales order that is not paid in fullAs our sales invoice discloses, merchandise can be canceled at any point in time prior to the customer taking possession for a full refund therefore there must be a arrangement in place that keeps purchasing and reserving fair for all consumers alike It is highly unlikely that our sales professional intentionally failed our customer and by all accounts we do believe that the appropriate information on stock availability was communicated during the initial conversation we held with our customer Stock depletes for many reasons unexpectedly including the receipt of a faulty shipment from the vendor or a delay in the transit of the overseas shipping containerWe remain just as disappointed as our customer that we were unable to provide the merchandise at the exact time expected As our records indicate that this order was placed by telephone, I cannot be certain how the customer located the merchandise they selectedI mention this because the processing time on the check refund falls in line with the expressed policies via the sales invoiceThe sales invoice is normally provided to our customer at the time of sale within our store, however we also disclose this process via our website for customers who are shopping or browsing products onlineI have included the link below and apologize again to our customer for the wait time on the refund check as well as the disappointment in merchandise availability [redacted] Kindest 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 Sincerely, [redacted] I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsThis flyer as well as the customer’s sales invoice (which is signed by the purchaser) also discloses that Bobs Discount Furniture offers coverage for factory defects only and any occurrence of accidental damage must be reported thru the Guardian company This claim was denied for several reasons stated within the Terms and Conditions of the protection plan and every consumer must adhere to the terms and condition in order to keep the plan fair for all consumers alikeWe do stand behind the reasoning for the claim being denied and have included a copy of the terms and conditions page (as well as the information –below) for your review The customer told Guardian that there was “scent oil” spilled on the table – as indicated on the contract (and the sales flyer we provided), scent oil is not listed as a coverable item to begin with Page 1- Right side facing: PRODUCT SPECIFIC COVERAGE: WOOD AND HARD SURFACE: a) Standard – Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass) b) Wood Plus – Checking, cracking, bubbling, or peeling of finish from a single incident c) Wood Plus – Any chip or scratch of glass or mirrors and loss of silvering on mirrors (with the exception of crowned or curved glass) Page –Right side facing: STEPS TO MAKE A CLAIM: 2) Report all covered claims to Guardian at [redacted] within days of the accidental staining or damage occurrence and Guardian Customer Service Representatives will be ready to guide you through the service process Regretfully Bobs Discount Furniture has no control over the choices or resolutions offered by the Guardian company directly and the portion of the plan they manageWe apologize that we have no direct recourse to offer this customer relating to this specific concern Should the customer feel they need to pursue the denial result further they may do so with Guardian directlyI have included the address for Guardian’s Revdex.com claims below for the customer’s reference: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, size="3"> We are very sorry that the customer did not feel that this dining room set was the correct fit for them It is stated in our policy, which is listed on the web, and on every customer sales order that refunds are available up to the customer taking possession of the merchandise We do not offer refunds after pickup or delivery has taken place I have attached a screen shot of our policy directly from the MyBobs.com web site This policy if just above the area the customer quoted The quote the customer listed is how the refund would be processed, if the customer canceled the order before taking possession We are sorry if this caused the customer any confusion We would not be able to extend an offer for refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phonewhen tracking online it shows it has been delivered and now 1/hr after the so-called delivery and minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!)i want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Complaint: [redacted] I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me backcan you pull the calls on the call backs ? that I was supposed to getyou pulled ONE call and not the other maybe or that I called back oncan you pull the call on what the service guys told me when I spoke to them at my house Sincerely, [redacted]
Hi ***, Thank you for your response and again for your willingness to negotiate I find it important to convey that the [redacted] you have accessed regarding removal of old furniture is used primarily as a communication in context to a brand new purchase; meaning we will not remove the customer’s old furnishings from the home for multiple liability reasonsThis communication does not represent your individual transaction or the internal workings of our organization for an item that we consider is returning with a concernYour assumption in this instance is incorrect and may be causing you more confusion while we are proactively seeking to help you move forward As indicated via my last two responses (please review for verification) your reselection credit would require you to visit a showroom to make your reselectionThis type of credit offer would not be available for merchandise obtainable via our website only or any form of online use Let’s try one more time to see if we can mediate to an agreementI have listed a new offer below for your review: Option for resolution: We will provide you with 75% store credit based on the price paid to us for the sofa and loveseat This store credit will allow you to reselect to a different set that may fit your needs and longevity expectations better Once you have visited a showroom to make your reselection (within the next two months) we will expect to remove the current sofa and loveseat you have in your possession on the same date we deliver the new selectionAs an additional apology for your frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100.00-$savings credit for you) should you accept this courtesy offer for resolution Please note: if you were to select a set that is of the same value of your original set in 2012, ($799) a new delivery fee would be equal to $(+ any applicable state taxes)As an upgrade to our original offer (and this will help you in purchasing new protection for your new items) we will provide you with a store reselection credit for the price you originally paid to us for the [redacted] Protection Plan ($99.99) In tradition – I look forward to hearing back from you once again, should you respond as ‘satisfied’ thru this mediation channel please anticipate that your claim will be closed to communications and your store reselection credit will be active in our system and available for your use within business days from your response date Kindest Regards, Stephanie AG.Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon ***, I’m so sorry to learn of your disappointment and the poor service you cite to have received from our Customer Care Offices Please correct me if I am wrong or not grasping the full extent of your complaint: Your account indicates that your concern has been fully addressed as of Service order number: [redacted] displays that we placed an order for one (1) ‘seat casing and core’ with the overseas manufacturer of your product Please know that we sincerely wish to make our customer’s concerns right while balancing the needs of our business At this time the part is on order for the “ cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate 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 April and June and at that time the customer purchased the option of [redacted] *** I have attached the flyer the customer was given at time of purchase for review This delivery came with a one year manufacturing warranty through Bob’s We did extend an exchange to the customer, within warranty period, for damages that were reported to us, of a manufacturing nature This warranty period ended in June The protection plan for accidental damages 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 misuse or abuse of the merchandise The customer reported to [redacted] in March of that the chair damage was not accidental; it was because of wear This would not be covered by [redacted] This was explained to this customer by our customer care lead Jared He offered at that time to allow the customer to purchase parts at half price The customer refused He explained to her at that time, she is out of warranty through Bob’s and [redacted] only covers her for accidental damages We would not be able to offer any other recourse Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We have been in contact with this customer through other channels We have addressed her concerns and have set up the exchanges of damaged merchandiseThank you for bringing this to our attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I spoke with our Accounting Department regarding this concern and have verified that as of the returning funds have been releasedIt appears that we were experiencing an issue in between our system and the specific credit card type of this customerIf the customer hasn’t already seen this refund or if doesn’t fully populate within a few business days we suggest the customer contact their credit card company for more information We are very sorry for the early and unexpected arrival of delivery team as well as the poor handling that caused this customer to loose faith in our businessWe have addressed the coaching concerns this customer has presented to us and thank this customer for posting this concern so that we may grow and improve all our processes Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care 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 look forward to receiving the exchange on 08/06/and a compensation following a satisfactory delivery Sincerely, [redacted] ***
Good Morning Revdex.com, Bobs Discount Furniture has honored [redacted] ’s requests and made fair offers to resolve his original concernAs a business we have gone above and beyond the guidelines of our protection plan and provided [redacted] with a replacement piece of furniture even with the information that servicing his merchandise would have been the best route for our customerThis latest concern outlines again why we continually seek to resolve our customer’s concerns with quality services rather than replacement items In regards to the other item in our customer’s home, we are unable to offer a replacement on a piece of merchandise that [redacted] has had in his possession since This item contains no factory defects or reported, covered accidents to GuardianAs a business we must look to balance out the needs of our business with the wants of our customer and in this scenario we have not failed our customerIt is not the responsibility of a business to replace an item free of concern because of a preference issue our customer is experiencing and I am truly sorry that we have no further recourse to offer [redacted] in this case [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 usWe can absolutely understand their frustration with this The depot has sent this to the insurance company for payment The customer should be receiving the payment soon, if it has not already been received Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass my apologies to this customer as it is obvious that we failed him on multiple levelsRegretfully this customer has already been refunded for his full purchase price as he has chosen to fully cancel the sales order he had open with usI certainly understand the reason why he has chosen to purchase furniture elsewhere and I do hope this customer will give us another chance to earn his business back in the futureIf this customer would like to provide me feedback directly on how we can improve our entire operation I would be grateful for the opportunity to listen to himPlease provide him my direct email address to use should he see fit [redacted] Thank You, [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 delivery experience with usWe have submitted a complaint on the first team and we apologize for their unprofessional behavior I see that this customer has already spoken with the store manager and it appears the customer will be working closely with him to rectify the situation and reach a satisfactory outcomeThe delivery has been completed and compensation has been offered, accepted and completed We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: When I called [redacted] they were pretty rude I told them I was out and when I came home the tear was there I was not home to witness it An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife I was sold this warranty by your store because I had dogs The information on your warranty says accident It does not way they consider to be an accidentYour tech said it was not wear and tear so it was an accident So I confused by the definition when I called [redacted] is not very friendly and intimidates you when you call I sent pictures so I you can fix it that is fine I just want the warranty that was sold to meAnd I am so tired of your store saying sorry we cannot help youYears ago when I had a scratch on my table your company told me that my son intentionally scratched it How does your company come up with that? And to accuse someone's child like that, I don't get it I feel like your company says anything not to honor a warranty that is sold to a customer Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbishedThere is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspringIf it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look newIf it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or anotherI am not satisfied with the service or the product Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 us We currently have a delivery scheduled for the [redacted] on to resolve this concern While it is not procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence We will review the account and our failures at that time and determine what we are able to offer [redacted] We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please pass on our apologies to our customer for the unexpected delay in the product’s shipping time and the refund processes a payment by check follows within our expressed policies Our system indicates that this order was placed via phone so we have already begun following up on the information this consumer cites to have been communicated by the sales professionalOur inventory system will not allow for merchandise to be held on any sales order that is not paid in fullAs our sales invoice discloses, merchandise can be canceled at any point in time prior to the customer taking possession for a full refund therefore there must be a arrangement in place that keeps purchasing and reserving fair for all consumers alike It is highly unlikely that our sales professional intentionally failed our customer and by all accounts we do believe that the appropriate information on stock availability was communicated during the initial conversation we held with our customer Stock depletes for many reasons unexpectedly including the receipt of a faulty shipment from the vendor or a delay in the transit of the overseas shipping containerWe remain just as disappointed as our customer that we were unable to provide the merchandise at the exact time expected As our records indicate that this order was placed by telephone, I cannot be certain how the customer located the merchandise they selectedI mention this because the processing time on the check refund falls in line with the expressed policies via the sales invoiceThe sales invoice is normally provided to our customer at the time of sale within our store, however we also disclose this process via our website for customers who are shopping or browsing products onlineI have included the link below and apologize again to our customer for the wait time on the refund check as well as the disappointment in merchandise availability [redacted] Kindest 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 Sincerely, [redacted] I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsThis flyer as well as the customer’s sales invoice (which is signed by the purchaser) also discloses that Bobs Discount Furniture offers coverage for factory defects only and any occurrence of accidental damage must be reported thru the Guardian company This claim was denied for several reasons stated within the Terms and Conditions of the protection plan and every consumer must adhere to the terms and condition in order to keep the plan fair for all consumers alikeWe do stand behind the reasoning for the claim being denied and have included a copy of the terms and conditions page (as well as the information –below) for your review The customer told Guardian that there was “scent oil” spilled on the table – as indicated on the contract (and the sales flyer we provided), scent oil is not listed as a coverable item to begin with Page 1- Right side facing: PRODUCT SPECIFIC COVERAGE: WOOD AND HARD SURFACE: a) Standard – Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass) b) Wood Plus – Checking, cracking, bubbling, or peeling of finish from a single incident c) Wood Plus – Any chip or scratch of glass or mirrors and loss of silvering on mirrors (with the exception of crowned or curved glass) Page –Right side facing: STEPS TO MAKE A CLAIM: 2) Report all covered claims to Guardian at [redacted] within days of the accidental staining or damage occurrence and Guardian Customer Service Representatives will be ready to guide you through the service process Regretfully Bobs Discount Furniture has no control over the choices or resolutions offered by the Guardian company directly and the portion of the plan they manageWe apologize that we have no direct recourse to offer this customer relating to this specific concern Should the customer feel they need to pursue the denial result further they may do so with Guardian directlyI have included the address for Guardian’s Revdex.com claims below for the customer’s reference: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, size="3"> We are very sorry that the customer did not feel that this dining room set was the correct fit for them It is stated in our policy, which is listed on the web, and on every customer sales order that refunds are available up to the customer taking possession of the merchandise We do not offer refunds after pickup or delivery has taken place I have attached a screen shot of our policy directly from the MyBobs.com web site This policy if just above the area the customer quoted The quote the customer listed is how the refund would be processed, if the customer canceled the order before taking possession We are sorry if this caused the customer any confusion We would not be able to extend an offer for refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phonewhen tracking online it shows it has been delivered and now 1/hr after the so-called delivery and minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!)i want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Complaint: [redacted] I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me backcan you pull the calls on the call backs ? that I was supposed to getyou pulled ONE call and not the other maybe or that I called back oncan you pull the call on what the service guys told me when I spoke to them at my house Sincerely, [redacted]
Hi ***, Thank you for your response and again for your willingness to negotiate I find it important to convey that the [redacted] you have accessed regarding removal of old furniture is used primarily as a communication in context to a brand new purchase; meaning we will not remove the customer’s old furnishings from the home for multiple liability reasonsThis communication does not represent your individual transaction or the internal workings of our organization for an item that we consider is returning with a concernYour assumption in this instance is incorrect and may be causing you more confusion while we are proactively seeking to help you move forward As indicated via my last two responses (please review for verification) your reselection credit would require you to visit a showroom to make your reselectionThis type of credit offer would not be available for merchandise obtainable via our website only or any form of online use Let’s try one more time to see if we can mediate to an agreementI have listed a new offer below for your review: Option for resolution: We will provide you with 75% store credit based on the price paid to us for the sofa and loveseat This store credit will allow you to reselect to a different set that may fit your needs and longevity expectations better Once you have visited a showroom to make your reselection (within the next two months) we will expect to remove the current sofa and loveseat you have in your possession on the same date we deliver the new selectionAs an additional apology for your frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100.00-$savings credit for you) should you accept this courtesy offer for resolution Please note: if you were to select a set that is of the same value of your original set in 2012, ($799) a new delivery fee would be equal to $(+ any applicable state taxes)As an upgrade to our original offer (and this will help you in purchasing new protection for your new items) we will provide you with a store reselection credit for the price you originally paid to us for the [redacted] Protection Plan ($99.99) In tradition – I look forward to hearing back from you once again, should you respond as ‘satisfied’ thru this mediation channel please anticipate that your claim will be closed to communications and your store reselection credit will be active in our system and available for your use within business days from your response date Kindest Regards, Stephanie AG.Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon ***, I’m so sorry to learn of your disappointment and the poor service you cite to have received from our Customer Care Offices Please correct me if I am wrong or not grasping the full extent of your complaint: Your account indicates that your concern has been fully addressed as of Service order number: [redacted] displays that we placed an order for one (1) ‘seat casing and core’ with the overseas manufacturer of your product Please know that we sincerely wish to make our customer’s concerns right while balancing the needs of our business At this time the part is on order for the “ cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate 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 April and June and at that time the customer purchased the option of [redacted] *** I have attached the flyer the customer was given at time of purchase for review This delivery came with a one year manufacturing warranty through Bob’s We did extend an exchange to the customer, within warranty period, for damages that were reported to us, of a manufacturing nature This warranty period ended in June The protection plan for accidental damages 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 misuse or abuse of the merchandise The customer reported to [redacted] in March of that the chair damage was not accidental; it was because of wear This would not be covered by [redacted] This was explained to this customer by our customer care lead Jared He offered at that time to allow the customer to purchase parts at half price The customer refused He explained to her at that time, she is out of warranty through Bob’s and [redacted] only covers her for accidental damages We would not be able to offer any other recourse Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We have been in contact with this customer through other channels We have addressed her concerns and have set up the exchanges of damaged merchandiseThank you for bringing this to our attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I spoke with our Accounting Department regarding this concern and have verified that as of the returning funds have been releasedIt appears that we were experiencing an issue in between our system and the specific credit card type of this customerIf the customer hasn’t already seen this refund or if doesn’t fully populate within a few business days we suggest the customer contact their credit card company for more information We are very sorry for the early and unexpected arrival of delivery team as well as the poor handling that caused this customer to loose faith in our businessWe have addressed the coaching concerns this customer has presented to us and thank this customer for posting this concern so that we may grow and improve all our processes Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison