Dear [redacted] ,I apologize you are experiencing unresolved issues with your sofaPlease allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the craftsmanship of the productThe manufacturer warranty expired August 2, At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damageOur records indicate that you received delivery on August 2, and contacted our office December 2, to report that the left and right cushions were sagging and you can hear the springs squeakingWe dispatched a technician to your home on December 12, however, he found no defect presentAlthough the manufacturer warranty has expired, I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion serviceThe technician will determine the cause of the issue and take photos, if possiblePlease contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofaWe will revisit your concern and discuss compensation, upon receipt of the service report.Thanks [redacted] **
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 meSincerely, [redacted] 3/10/ Complaint Sofa was delivered damagedRefund in store was processed incorrectly (we paid some cash, some credit)We were not notified the refund didn't go through, we only caught it by looking at our credit card statementRepeated attempts by phone to have our corporate issued cash refund check, as well as our credit card credit issued have failedNobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verifiedVery frustrated Desired Resolution Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement Consumer Business Dialog
Good Afternoon Revdex.com, face="Calibri">Please pass on our apologies for the level of failure our customer has experienced with this purchaseI understand and acknowledge the reasons why our customer is frustrated with this entire ordeal and further apologize for the lack of care she feels her delivery and concerns have been met withPlease know that in moving forward in this communication I will be doing my very best to address the demand for information the customer is communicating, I am not – in any definition of the word- attempting to make excuses for the poor experience that has taken place here The merchandise selected was ordered as a ‘Special Order’ Special orders are made one and only time specifically for the specified customer/order by the overseas vendorWe certainly take full ownership and responsibility for the failures and misplacement of merchandise from the original attempt, conversely to the dates communicated by the customer, I find in this customer’s account that the delivery attempt was scheduled for and canceled by the customer on All merchandise for deliveries to [redacted] has to begin its loading/shipping process from our CT distribution center at least three days prior to the scheduled deliveryWe try very hard to remain transparent with our customers by placing the following information on the sales receipt: Once scheduled, any changes to your order must be made at least days prior to your scheduled delivery date Again – we understand our failure in this case, our representative should never have rescheduled an item we only had one of for a date two days after the planned issue date or allegedly told the customer that this wasn’t already on its way for shipmentThis is our training failure and we have begun taking the appropriate action internally to correct this failure and ensure it does not occur againWhen merchandise is loaded then shipped and not delivered it then must start a return process from a trucking company in [redacted] to our distribution center in CTAs we do approximately 4,deliveries a day it is rational to expect that each trucking company has several return trailers returning to the distribution center on various days for various reasonsThe best determination I can make from reviewing this specific situation is that the loveseat was placed on one return trailer while the other sectional items went back on a different trailer and again – the order should never have been offered for a re delivery from the customer’s cancelation in such a short span of timeThe physical process of shipping for delivery (please also consider that most likely this merchandise had to ride around all day to other stops with the original delivery team on the scheduled date of and then had to be unloaded again that evening after the team returned), offloading, re loading, shipping back to CT, offloading again, and then finally preparing to ship out again to the customer just doesn’t happen successfully within the small rescheduling window that was provided to the customer here In all legitimacy if this sectional was a part of our stocked line up then the rescheduling timeframe wouldn’t have caused any inconvenience to our customer as we could have just picked the new items right off of our distribution center shelves to ship out for Like any other business we have a policy and procedure in place for offering compensation to a customerThe procedure (specifically for the customer’s benefit) does outline that we will discuss the option and/or options available after we have honored our original promise to the customer (the merchandise they selected and expected in good condition)There is no intent to deceive within this procedure and as it is our responsibility first and foremost to honor the purchasing agreement while making our failures right by the customer it is perfectly reasonable and fair that compensation should be discussed after the sales order has been completedI do apologize that this process had any affect on the customer’s ability to decide whether to keep their sale with us open or not however that remains an assessment that must be made by the consumer directly The information communicated regarding the delivery team’s behavior and lack of professionalism from is appalling and tremendously embarrassingWe do not find this type of behavior an acceptable representation of our company and I do hope our customer can accept our deepest apologies for being left with such a poor impression of our delivery serviceIf there is property damage present the customer is welcome to file a property claim for existing home damage from this delivery attemptAs with our other training concern – we have begun addressing this delivery complaint internally and will take the appropriate action In reference to the original method of payment being refunded, we can certainly speak with our agent in regards to the manner in which this refund was processed, as the customer has stated the agent and the customer’s fiancé would have been on an unrecorded phone line to protect the security of the full card number If the customer’s fiancé was able to provide the complete credit card information (number, expiration date, etc.) then I believe it is safe to conclude that the fiancé was either in possession of the card (having been given authorization to use it by the card holder) or would have had to be provided with the full information necessary by the card holder to begin with Our greatest regret and defeat will remain loosing our customer’s trust in our business and there is no amount of money that will make the failures our customer has experienced OKWe have offered and processed the accepted compensation amount for over 10% of the entire sale’s cost ($150.00) and this remains the most adequate apology offer we are able to process for our customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please give this customer my deepest apologies for the terrible experience she has received from usPlease assure her that Bobs Discount Furniture cares very much for our customersI agree with this customer’s complaint fully and have created a reselection credit in our system for the original price paid for the dining room set I truly hope that the customer does not feel swindled or mislead by usOur Goof Proof Plan is an extremely valuable protection plan and as she purchased this plan we are able to offer her the one time replacement credit that this plan allows forWe will also be covering the cost of the new delivery fee for the new dining room she picks out Please educate this customer that she may visit any Bob’s showroom at her convenience and provide her salesperson with this credit number: [redacted] Upon selecting her new dining room set her sales person will schedule the pick up of the damaged product and delivery of factory fresh product for the same dateAs we understand our customer may need time to plan her trip to the store we will leave the credit open in our system until (months) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is missing items from the home and that the team running early inconvenienced them, they certainly could have called into us to report they were not ready and we would have instructed the team that they had to wait until the timeframe given We do see that the customer reported to us on that they were missing items from the exchange As this exchange was of a bedroom dresser and mirror, it is feasible that the items might have been left in the dresser at the time of the exchange Unfortunately, when merchandise is removed from the home it is incinerated, we would not be able to retrieve it three weeks later We would not be able to offer any recourse on this complaint Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: This situation has yet to be resolvedI was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for itI was also told I can go into a physical location and pick out another bed that may be better quality Sincerely, [redacted] ***
Good Day ***, Thank you so much for providing me that information and sending in photosI am truly very sorry that you seem to have been met with such a lack of care while seeking to resolve your concernYour [redacted] protection covers damages that stem from an accidental occurrence only and regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence that could cause damage because a bed is made to be laid inAgain, I am so sorry that we didn’t do more to take care of you as we should have and I thank you for bringing the obvious coaching concerns we have to our attention I have created the paperwork to schedule a complete even exchange of your son’s bed (headboard/footboard/railings)Please contact us at ###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery at your earliest convenience Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I will not recommend Bob's Discount Furniture to anyoneI bought a Pub kitchen set with faux leatherThe chairs are leather and peelingTecinspected the chairs and determined wear and tearThey will not honor the [redacted] gaurenteWhen I purchased the kitchen set they said the [redacted] gaurente is covered all aroundI spoke with customer service and they said the damage is wear and tear they only cover the it if it was accidentally damageI payed $for junk furnitureI bought the kitchen set a few years agoStay away from Bob,s Discount Furniture they sell cheep made furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the concerns our customer experienced with the assembly of their productAs a furniture retailer we maintain a certain amount of trust for the hardware needed to be included in the packaging that most of the overseas manufacturers send usWe assure our customer we are just as shocked and disappointed as they are that the items were unable to be fully assembled during their deliveryOn approximately 4,deliveries a day this is not a common concern therefore we always anticipate being able to set up the merchandise as we display it in our showroom We take full responsibility for any concerns of failure resulting in our customer’s disappointment and we fully expect that any hardware our system reads as “in stock” is shipped and received by the customer within 5- business days of the order being processed We have an in-house parts department that is permitted to speak with the manufacturers (if needed), however most requests for missing or incomplete hardware can be arranged and shipped within the time line stated aboveWe feel terrible that the customer left their communication feeling unconfident about our abilities to care for them and pledge to address the coaching concerns that this communication has presented us with In regards to resolution: Our customer has selected to levy this specific concern thru alternate channels and has been working directly with one of our Corporate Customer Care Liaisons since (Jennifer) to get this concern fully resolved We encourage our customer to continue to communicate with the direct contact they have established so we can correct our failure and provide them with the care they deserve Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I have placed the refund credit of $in our system for youAs this is a financial transaction we ask that you please contact our retail store to complete the full processing of these monetary funds back to youWe usually refund the original payment method you used, however if this is no longer available to refund we can send you a corporate check from our [redacted] offices I have left some instructions for you (below) in regards to contacting our store 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 and provide them this order number: [redacted] o At that point they will complete the processing of the refund I apologize again that you have had to spend so much of your own time trying to get your concerns rectified and I have also placed a Bobs Discount Furniture Gift Card in the amount of $ on your account as a form of further apologyI truly hope that you will provide us with another opportunity to earn your trust back in our business and I thank you for bringing our failure to our attention Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We have reached out to this customer via email and have been communicating about resolving this customer’s concern by picking up the merchandise on and providing a Gift Card to Bobs Discount Furniture Stores as a further form of apologyWe have not heard directly back from our customer since My understanding is that our customer is apprehensive on accepting compensation in the form of a gift card and is still inquiring about the deposit she put down with a third party company called ‘ [redacted] ***’ Monetary funds were never transferred from the customer to Bobs Discount Furniture from this sales order therefore Bobs Discount Furniture is not permitted to offer an apology in the form of monetary funds back to this customer We are acting as a Liaison in this case and doing our best to work with our customer while honoring the agreements she signed with the third party vendor ‘ [redacted] ***’ Please reach out to the customer and ask that she respond to us again thru this Revdex.com or via the email address she has been communicating through ( [redacted] )
Good Afternoon Revdex.com, face="Calibri">I have read the customer’s concerns and I am able to offer as a courtesy to cover the cost on the Goof Proof insurance on the new order I do believe after reviewing the customer’s account this would be the only recourse we could offer at this time I have updated the order to show that the [redacted] sectional that is scheduled to be delivered on 2/12/has the insurance coverage Please express our deepest apologizes to this customer; with the new delivery we hope we can redeem ourselves to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
DC Allegedly, this complaint was resolved on 5/14/and I was to receive an expedited paymentIt has been weeks and I have yet to receive my moneyI still don't understand why I should wait when I made the payment with CASHI never heard of such a policy in all of my life I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there againFriends I have told of this issue, won't use the store either because of this ludicrous policyIf you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Complaint: [redacted] I am rejecting this response because: For some reason Bob's furniture is only focused on the one part even though I have clearly expressed the couch is damaged in multiple areasLike I have said before, THE ENTIRE COUCH IS FALLING APART! Not only is it unsightly and embarrassing, it has become DANGEROUS to useWood is not supposed to be sticking out of a couchSoon I will have to close off the entire living room in concern for peoples safetyWe are having a child in July and I won't be able to use my couchThanks a lot BobsThanks for your complete and total disregard Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furnitureMy recliner does not recline as it is supposed toYour technician acknowledged the problem and determined that the solution would be to replace the reclining mechanismFor you to insist that the is "no defect present within the chair at all" is absolutely ludicrousIf there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism? Look, we just want a recliner that reclines as its supposed toWe purchased the year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least yearsWe do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-goPlease either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly Sincerely, [redacted]
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 meIt is my understanding that the business will, at their sole expense, remove the merchandise from my home and within 24-hours I can contact the store to have a refund made to me for the cost of the item, plus delivery, plus [redacted] sales tax with is refundable under [redacted] law I will contact the customer service center immediately and initiate the product removal Sincerely, [redacted]
Good Morning ***, I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the Guardian company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technologyI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved don’t feel the need to take action on reposting/posting positive feedback I am truly sorry that you believe to have experienced any confusion during your time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample creditWe do provide a general flyer at the time of every sale that very clearly indicates there are some exclusion(s) to the protection plan and that document further encourages the consumer to read their full plan documents for the list of exclusions We partner with Guardian to offer this genuinely valuable option to all our customers and uphold the terms of coverage in order to ensure all resolutions are kept fair for all customersWith this being said, we are willing to make a valid effort to work above policies and procedures and reach out to you as an individual by offering to refund you the ‘Goof Proof Plus’ plan, ultimately canceling the protection that you have indicated offers you no significanceThis is an offer we make to meet your individual demands and while we continue to apologize that your concern of animal damage is not covered; keeping the plan for its manufacturing warranty and covered accidents worth remains the route we strongly recommend for you and the continued future of your product Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear [redacted] ,I apologize you are experiencing unresolved issues with your sofaPlease allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the craftsmanship of the productThe manufacturer warranty expired August 2, At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damageOur records indicate that you received delivery on August 2, and contacted our office December 2, to report that the left and right cushions were sagging and you can hear the springs squeakingWe dispatched a technician to your home on December 12, however, he found no defect presentAlthough the manufacturer warranty has expired, I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion serviceThe technician will determine the cause of the issue and take photos, if possiblePlease contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofaWe will revisit your concern and discuss compensation, upon receipt of the service report.Thanks [redacted] **
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 meSincerely, [redacted] 3/10/ Complaint Sofa was delivered damagedRefund in store was processed incorrectly (we paid some cash, some credit)We were not notified the refund didn't go through, we only caught it by looking at our credit card statementRepeated attempts by phone to have our corporate issued cash refund check, as well as our credit card credit issued have failedNobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verifiedVery frustrated Desired Resolution Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement Consumer Business Dialog
Good Afternoon Revdex.com, face="Calibri">Please pass on our apologies for the level of failure our customer has experienced with this purchaseI understand and acknowledge the reasons why our customer is frustrated with this entire ordeal and further apologize for the lack of care she feels her delivery and concerns have been met withPlease know that in moving forward in this communication I will be doing my very best to address the demand for information the customer is communicating, I am not – in any definition of the word- attempting to make excuses for the poor experience that has taken place here The merchandise selected was ordered as a ‘Special Order’ Special orders are made one and only time specifically for the specified customer/order by the overseas vendorWe certainly take full ownership and responsibility for the failures and misplacement of merchandise from the original attempt, conversely to the dates communicated by the customer, I find in this customer’s account that the delivery attempt was scheduled for and canceled by the customer on All merchandise for deliveries to [redacted] has to begin its loading/shipping process from our CT distribution center at least three days prior to the scheduled deliveryWe try very hard to remain transparent with our customers by placing the following information on the sales receipt: Once scheduled, any changes to your order must be made at least days prior to your scheduled delivery date Again – we understand our failure in this case, our representative should never have rescheduled an item we only had one of for a date two days after the planned issue date or allegedly told the customer that this wasn’t already on its way for shipmentThis is our training failure and we have begun taking the appropriate action internally to correct this failure and ensure it does not occur againWhen merchandise is loaded then shipped and not delivered it then must start a return process from a trucking company in [redacted] to our distribution center in CTAs we do approximately 4,deliveries a day it is rational to expect that each trucking company has several return trailers returning to the distribution center on various days for various reasonsThe best determination I can make from reviewing this specific situation is that the loveseat was placed on one return trailer while the other sectional items went back on a different trailer and again – the order should never have been offered for a re delivery from the customer’s cancelation in such a short span of timeThe physical process of shipping for delivery (please also consider that most likely this merchandise had to ride around all day to other stops with the original delivery team on the scheduled date of and then had to be unloaded again that evening after the team returned), offloading, re loading, shipping back to CT, offloading again, and then finally preparing to ship out again to the customer just doesn’t happen successfully within the small rescheduling window that was provided to the customer here In all legitimacy if this sectional was a part of our stocked line up then the rescheduling timeframe wouldn’t have caused any inconvenience to our customer as we could have just picked the new items right off of our distribution center shelves to ship out for Like any other business we have a policy and procedure in place for offering compensation to a customerThe procedure (specifically for the customer’s benefit) does outline that we will discuss the option and/or options available after we have honored our original promise to the customer (the merchandise they selected and expected in good condition)There is no intent to deceive within this procedure and as it is our responsibility first and foremost to honor the purchasing agreement while making our failures right by the customer it is perfectly reasonable and fair that compensation should be discussed after the sales order has been completedI do apologize that this process had any affect on the customer’s ability to decide whether to keep their sale with us open or not however that remains an assessment that must be made by the consumer directly The information communicated regarding the delivery team’s behavior and lack of professionalism from is appalling and tremendously embarrassingWe do not find this type of behavior an acceptable representation of our company and I do hope our customer can accept our deepest apologies for being left with such a poor impression of our delivery serviceIf there is property damage present the customer is welcome to file a property claim for existing home damage from this delivery attemptAs with our other training concern – we have begun addressing this delivery complaint internally and will take the appropriate action In reference to the original method of payment being refunded, we can certainly speak with our agent in regards to the manner in which this refund was processed, as the customer has stated the agent and the customer’s fiancé would have been on an unrecorded phone line to protect the security of the full card number If the customer’s fiancé was able to provide the complete credit card information (number, expiration date, etc.) then I believe it is safe to conclude that the fiancé was either in possession of the card (having been given authorization to use it by the card holder) or would have had to be provided with the full information necessary by the card holder to begin with Our greatest regret and defeat will remain loosing our customer’s trust in our business and there is no amount of money that will make the failures our customer has experienced OKWe have offered and processed the accepted compensation amount for over 10% of the entire sale’s cost ($150.00) and this remains the most adequate apology offer we are able to process for our customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please give this customer my deepest apologies for the terrible experience she has received from usPlease assure her that Bobs Discount Furniture cares very much for our customersI agree with this customer’s complaint fully and have created a reselection credit in our system for the original price paid for the dining room set I truly hope that the customer does not feel swindled or mislead by usOur Goof Proof Plan is an extremely valuable protection plan and as she purchased this plan we are able to offer her the one time replacement credit that this plan allows forWe will also be covering the cost of the new delivery fee for the new dining room she picks out Please educate this customer that she may visit any Bob’s showroom at her convenience and provide her salesperson with this credit number: [redacted] Upon selecting her new dining room set her sales person will schedule the pick up of the damaged product and delivery of factory fresh product for the same dateAs we understand our customer may need time to plan her trip to the store we will leave the credit open in our system until (months) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
this company does not stand behind there product they dont call back
Good Morning Revdex.com, We are sincerely sorry that this customer is missing items from the home and that the team running early inconvenienced them, they certainly could have called into us to report they were not ready and we would have instructed the team that they had to wait until the timeframe given We do see that the customer reported to us on that they were missing items from the exchange As this exchange was of a bedroom dresser and mirror, it is feasible that the items might have been left in the dresser at the time of the exchange Unfortunately, when merchandise is removed from the home it is incinerated, we would not be able to retrieve it three weeks later We would not be able to offer any recourse on this complaint Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because:It was resolved and the manager at the store corrected the mistake Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This situation has yet to be resolvedI was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for itI was also told I can go into a physical location and pick out another bed that may be better quality Sincerely, [redacted] ***
Good Day ***, Thank you so much for providing me that information and sending in photosI am truly very sorry that you seem to have been met with such a lack of care while seeking to resolve your concernYour [redacted] protection covers damages that stem from an accidental occurrence only and regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence that could cause damage because a bed is made to be laid inAgain, I am so sorry that we didn’t do more to take care of you as we should have and I thank you for bringing the obvious coaching concerns we have to our attention I have created the paperwork to schedule a complete even exchange of your son’s bed (headboard/footboard/railings)Please contact us at ###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery at your earliest convenience Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I will not recommend Bob's Discount Furniture to anyoneI bought a Pub kitchen set with faux leatherThe chairs are leather and peelingTecinspected the chairs and determined wear and tearThey will not honor the [redacted] gaurenteWhen I purchased the kitchen set they said the [redacted] gaurente is covered all aroundI spoke with customer service and they said the damage is wear and tear they only cover the it if it was accidentally damageI payed $for junk furnitureI bought the kitchen set a few years agoStay away from Bob,s Discount Furniture they sell cheep made furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the concerns our customer experienced with the assembly of their productAs a furniture retailer we maintain a certain amount of trust for the hardware needed to be included in the packaging that most of the overseas manufacturers send usWe assure our customer we are just as shocked and disappointed as they are that the items were unable to be fully assembled during their deliveryOn approximately 4,deliveries a day this is not a common concern therefore we always anticipate being able to set up the merchandise as we display it in our showroom We take full responsibility for any concerns of failure resulting in our customer’s disappointment and we fully expect that any hardware our system reads as “in stock” is shipped and received by the customer within 5- business days of the order being processed We have an in-house parts department that is permitted to speak with the manufacturers (if needed), however most requests for missing or incomplete hardware can be arranged and shipped within the time line stated aboveWe feel terrible that the customer left their communication feeling unconfident about our abilities to care for them and pledge to address the coaching concerns that this communication has presented us with In regards to resolution: Our customer has selected to levy this specific concern thru alternate channels and has been working directly with one of our Corporate Customer Care Liaisons since (Jennifer) to get this concern fully resolved We encourage our customer to continue to communicate with the direct contact they have established so we can correct our failure and provide them with the care they deserve Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I have placed the refund credit of $in our system for youAs this is a financial transaction we ask that you please contact our retail store to complete the full processing of these monetary funds back to youWe usually refund the original payment method you used, however if this is no longer available to refund we can send you a corporate check from our [redacted] offices I have left some instructions for you (below) in regards to contacting our store 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 and provide them this order number: [redacted] o At that point they will complete the processing of the refund I apologize again that you have had to spend so much of your own time trying to get your concerns rectified and I have also placed a Bobs Discount Furniture Gift Card in the amount of $ on your account as a form of further apologyI truly hope that you will provide us with another opportunity to earn your trust back in our business and I thank you for bringing our failure to our attention Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We have reached out to this customer via email and have been communicating about resolving this customer’s concern by picking up the merchandise on and providing a Gift Card to Bobs Discount Furniture Stores as a further form of apologyWe have not heard directly back from our customer since My understanding is that our customer is apprehensive on accepting compensation in the form of a gift card and is still inquiring about the deposit she put down with a third party company called ‘ [redacted] ***’ Monetary funds were never transferred from the customer to Bobs Discount Furniture from this sales order therefore Bobs Discount Furniture is not permitted to offer an apology in the form of monetary funds back to this customer We are acting as a Liaison in this case and doing our best to work with our customer while honoring the agreements she signed with the third party vendor ‘ [redacted] ***’ Please reach out to the customer and ask that she respond to us again thru this Revdex.com or via the email address she has been communicating through ( [redacted] )
Good Afternoon Revdex.com, face="Calibri">I have read the customer’s concerns and I am able to offer as a courtesy to cover the cost on the Goof Proof insurance on the new order I do believe after reviewing the customer’s account this would be the only recourse we could offer at this time I have updated the order to show that the [redacted] sectional that is scheduled to be delivered on 2/12/has the insurance coverage Please express our deepest apologizes to this customer; with the new delivery we hope we can redeem ourselves to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
DC Allegedly, this complaint was resolved on 5/14/and I was to receive an expedited paymentIt has been weeks and I have yet to receive my moneyI still don't understand why I should wait when I made the payment with CASHI never heard of such a policy in all of my life I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there againFriends I have told of this issue, won't use the store either because of this ludicrous policyIf you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Complaint: [redacted] I am rejecting this response because: For some reason Bob's furniture is only focused on the one part even though I have clearly expressed the couch is damaged in multiple areasLike I have said before, THE ENTIRE COUCH IS FALLING APART! Not only is it unsightly and embarrassing, it has become DANGEROUS to useWood is not supposed to be sticking out of a couchSoon I will have to close off the entire living room in concern for peoples safetyWe are having a child in July and I won't be able to use my couchThanks a lot BobsThanks for your complete and total disregard Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furnitureMy recliner does not recline as it is supposed toYour technician acknowledged the problem and determined that the solution would be to replace the reclining mechanismFor you to insist that the is "no defect present within the chair at all" is absolutely ludicrousIf there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism? Look, we just want a recliner that reclines as its supposed toWe purchased the year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least yearsWe do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-goPlease either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly Sincerely, [redacted]
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 meIt is my understanding that the business will, at their sole expense, remove the merchandise from my home and within 24-hours I can contact the store to have a refund made to me for the cost of the item, plus delivery, plus [redacted] sales tax with is refundable under [redacted] law I will contact the customer service center immediately and initiate the product removal Sincerely, [redacted]
Good Morning ***, I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the Guardian company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technologyI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved don’t feel the need to take action on reposting/posting positive feedback I am truly sorry that you believe to have experienced any confusion during your time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample creditWe do provide a general flyer at the time of every sale that very clearly indicates there are some exclusion(s) to the protection plan and that document further encourages the consumer to read their full plan documents for the list of exclusions We partner with Guardian to offer this genuinely valuable option to all our customers and uphold the terms of coverage in order to ensure all resolutions are kept fair for all customersWith this being said, we are willing to make a valid effort to work above policies and procedures and reach out to you as an individual by offering to refund you the ‘Goof Proof Plus’ plan, ultimately canceling the protection that you have indicated offers you no significanceThis is an offer we make to meet your individual demands and while we continue to apologize that your concern of animal damage is not covered; keeping the plan for its manufacturing warranty and covered accidents worth remains the route we strongly recommend for you and the continued future of your product Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] Thank you for your quick responseHere are the pictures you requested Sincerely, [redacted]