Good Afternoon, I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S 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 However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then Also, how will I be able to redeem the credit with Bob's Discount Furniture? Sincerely, [redacted]
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] 3/11/ Complaint My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailableThe delivery was rescheduled for 2/between 2:30-6:I received a call from the delivery person at 11:a.mon the day of delivery informing me he was in the area and was going to stop by to deliver my furnitureI explained that my delivery time was set for 2:30-6:and there was no way I could be available for a time I DID NOT SCHEDULE FORThe delivery person [redacted] ) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:I said okBottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited & 1/weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phoneOther problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery & 1/hours earlier then scheduled!!!!!!! Desired Resolution I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work! Consumer Business Dialog
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and failed part orders caused our customerWe can certainly understand the customer’s frustration Our records indicate that the final drawer was delivered 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionThe order of the vanity has been canceled per the customer’s request While it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policiesWe can offer to provide the customer with an ECard in the amount of $ Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our gift card department create the credit and email the customer directly Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in May At the time the sale was created the customer purchased [redacted] This provided the customer with a full five years for accidental damages The merchandise was covered for a period of one year from manufacturing defects This warranty period for manufacturing defects end in June of We have sent our technicians to the home several times as a BEST EFFORT service This was explained to the customer each service In a Best Effort service the tech will repair and touch up whatever he is able to with stock material in his van Parts or replacement are not covered as the pieces are no longer under warranty As we have already offered the courtesy service and the pieces are not repairable and this bed is no longer under warranty we have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Day Revdex.com, Our offices are in receipt of this response on 4.15.2015and are responding to you/the customer on the same day 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 usOnce the original concern is fully resolved we would be happy to provide an offer to our customer for a further form of apology for the inconveniences we have caused We are genuinely seeking to help the customer move forward in getting a complete working bed and are willing to offer options for resolution, in offering the appropriate resolution to our customer to ensure that this concern is rectified in full it would an extreme help to have had details confirmed as communicated in our first response as our records remain unclear In example: Our question regarding the footboard remains unansweredOur records do not indicate there is a footboard for this bed in the home however at this time I am moving forward working off the rejection response and assuming that the customer does in fact have a footboard in the home The rejection response does indicate that the customer is seeking another set of hardware for the second storage drawer so this also leads me to believe that there is a footboard present in the home (as the drawers are inside the footboard for this model) As of we have mailed out the remaining hardware needed for the second storage drawerWe sent these parts via [redacted] – Tracking number: [redacted] - This tracking numbers indicates that the package sent arrived to the customer on the following date: Sat 4/11/10:11am These parts were shipped to: [redacted] / [redacted] (as listed on the previous part order/shipment) As of we have also mailed out a copy of the ‘Assembly Instructions’ we have for this bedI have gone a step further and attached these instructions to this Revdex.com response as well to ensure the customer gets themThere is a complete hardware listing on this document for the customer to review and respond with what other parts may be missing to complete assembly (for a faster turnaround time the customer is welcome to contact our Customer Care Offices with this information if they prefer to work with us directly) This letter has been sent to: [redacted] / [redacted] (as listed on the previous part order/shipment) We will cover the cost of supplying any additional parts/hardware that may be needed to get this bed in fully working order and once all the necessary parts/hardware have been confirmed as being in the home; we will also offer to schedule a delivery team (at no charge) to the customer’s residence to assemble the bed for the customer We are very sorry again for any and all inconveniences this concern has caused our customer and will continue to work at full capacity to make these concerns right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Kendra, I am very sorry for the terrible delivery experiences you have endured while seeking to get the product you purchased in its expected conditionI completely understand your frustrations and they have been our fault time and time againI assure you that Bobs Discount Furniture Prides itself on providing you with the best quality merchandise for the price and in the event we do fail our customers we strive to make it right by our customers and earn their trust back in our business Our records indicate that your last delivery on was successful with the exception of the railings of your “ [redacted] ” bed being refused due to what is cited as a “defect in the wood” per our delivery team’s reportIf you are seeking to keep the current bed railings that you have in your home we can offer to provide you with a 20% discount off the cost of those railings due to the fact that you would be agreeing to keep damaged merchandise as isOur records indicate that the other items from your purchase have all been delivered in good condition and regretfully we are unable to further discount any product that stands in our customer’s possession with no damage concerns In regards to the delivery fee of $that you paid us, we are happy to offer this back to you in the form of a monetary refund as our apology for the many delivery attempts you had to endure to get your merchandise in its expected condition We will also offer to provide you with a Bobs Discount Furniture Gift Card in the amount of $as a further form of our apologiesShould you not want to utilize our delivery service in the future, we do have many cash and carry items available in our showrooms or clearance centers that you can use your gift card towardsThis gift card will never expire and we would truly appreciate another opportunity to earn your trust back in our business In total our compensation offer is reasonably close to your desired settlement and I apologize again that you have had to deal with so much stress as a result of our disappointments Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensations Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, We are very sorry for the damaged delivery and the poor communication that this customer has had to deal with I have already spoken to this customer through another channel and have offered compensation which has been accepted We are very sorry that any customer should have to encounter so many issues and we look forward to this customer receiving their delivery tomorrow Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Revdex.com, I am very sorry that our customer feels so failed by us and understand their reasoning for seeking compensation outside of their concern being made right Our records indicate that we arrived to the home within the time frame we gave our customer (our records show 12:14pm) and regretfully we are unable to force a delivery team to wait at a home for someone to be available after we have arrived as scheduledOur records further indicate that we did return to the home on and were told by the delivery team that there was still no one available at the residence At this time the customer’s merchandise ( fire place, occasional tables) shows delivered as of and we have a service call scheduled out to repair a concern of looseness in one of the tables on 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 usAt 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 technician leaving their residence on We will review the account at that time and determine what apology -compensation offer we are able to make Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner 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]
[redacted] ***, The billable service is a set charge and I am unable to edit or adjust the feeYour goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $for the billable service or hire an outside cleaning company to clean the entire sofa
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smoothThis is definetly a crack, which just appearedI still cant understand how a person, without actually looking at the material, and not a D photo, can determine the origin Sincerely, [redacted]
Good Morning ***, I am very sorry that the receipt of your part order has been delayed so much and also that you had to endure any inconvenience with the delivery of your new bedroom setIt is never our intention to disappoint our customers, let alone on multiple occasions In regards to your bedroom set, our records reflect that as of (yesterday) we spoke with you and scheduled to re-deliver you factory fresh pieces due to the parts order arriving incompletely for the legsOur records also reflect that on we confirmed the updated estimated arrival time of your purchased part order (seat –casing and core)I understand at this time our apologies to you are rather empty because you have been waiting so long for these parts to arrive and I assure you that we have been working at full capacity to ensure your part is on its way to youThe information our Customer Care Agent’s have been providing you was accurate to what our computer system was reflecting on that date and time I have completed some extensive research on your behalf and have been educated that this order was originally ordered with the vendor ***, but then [redacted] was bought out by ***A number of our orders got lost, as the company was taken overWe do now have confirmation that our orders have been put on a container (to be shipped across the ocean), and they are due to arrive to us in the middle of JulyOnce the order comes into our CT distribution center it can then begin its [redacted] processI expected that we should have a tracking number for you closer to the middle of JulyI am genuinely very sorry that the business between furniture manufacturers has caused any delay in you receiving your order and I look forward to satisfying you during your upcoming delivery Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, Our records indicate that this check was sent from our offices on to the address listed on our customer’s sales orderOur records further indicate that the check has not been cashed yet however it was mailed by us to: [redacted] We did expedite this check request as agreed upon with our customerIf for some reason the check was lost or the customer did not receive it we can perform a stop payment on the current check number and mail the customer a new checkPlease let me know if that’s the route Angela would like to take as we have fully released her funds she is requesting from our end at this time Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] ) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred By [redacted] ’s guidelines this is not a verifiable accident This set was purchase in March The pieces carried with them a one year warranty against manufacturing defects That year warranty expired two years ago We did send our tech to the home, free of charge for a “Best Effort Service” January 31, He looked at the dresser and deemed it was un-repairable As it was outside of warranty at that time, we had no recourse to offer We regret that we are unable to offer recourse to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bob's is still refusing to address my concernI should not have to repeat it multiple timesMore than one of Bob's customer service reps has informed me that I cannot sit on the ottomanBecause of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concernReputable companies that stand by their products do not fight customers for refundsEspecially when it is only $It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furnitureI'll have to go back and tell him to stop telling people that I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this processI have spent a lot of time on this issue and would like to end it here Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for all the disappointments our customer has experienced with this purchaseThe delivery address posted shows a very long purchasing history with our business and I apologize again to our customer for the lack of care that was applied to their present concern overall Our records indicate that we have already resolved this concern directly and as of our customer was approved to return the delivered mattress and foundation for a refund
minor-latin;">Good Afternoon Revdex.com, While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment Our records indicate that this merchandise was delivered to the customer on During our first service visit on the service technician reported that he adjusted the reclining mechanisms on the recliners and the cause of these not working properly was directly related to the merchandise not being used in conjunction with specifications While this technician was in the home he also logged touching up scratches on the merchandiseAt this point in time the customer had the merchandise for over three months in their possession with no reported cosmetic damages to us (the business)The scratches were directly related to something that occurred in the home and our technician did the consumer a courtesy (at no charge) by repairing merchandise that had been directly damaged by the consumer or the environment the merchandise is kept in Normally the ‘ [redacted] ***’ plan requires that any accident, for example scratches that appear on merchandise three months after the point of delivery, be reported to a separate third party company As a retailer we make this perfectly clear within the documents provided at the time of sale On this initial service visit Bobs Discount Furniture made an extreme effort to help this customer directly instead of referring them somewhere else Approximately five months later this customer contacted us and advised us that the sofa and recliner were making noises when they reclinedWe scheduled a service for to address this concern On our technician most certainly showed up to the residence to perform this serviceOur records verify that not only did we show up, we made a call ahead to the customer over an hour in advance letting them know we were on our wayFollowing our normal, successful protocols we arrived to the customer’s residence within the estimated timeframe our automated system providesAfter the technician was unable to enter the residence we called phone number ###-###-#### to advise that our technician was outside and looking to be let in to the residenceBecause we were unable to reach anyone, we were forced to leave a message on that number, take a description of the customer’s home from our technician, and move the technician on to his other scheduled stopsPer our records the technician left the home about 2:05PMOur records further indicate that we spoke with a “***” at 2:30PM and this person conveyed that she must have missed the knock on her door but was home and available to accept service at this timeWe made every attempt possible to get our technician back to the home to complete a service that day As a reschedule to the above missed appointment we arrived to the customer’s residence on to address the concern of the sofa and recliner making noises when they reclined While I understand the alleged account of events that occurred by the customer’s filed complaint, the technician report we were given indicates that the product’s demise is directly related to the accumulated abuse the item has received in its environment The report includes information that one of the sofa’s electronic outlets has been snapped off, there are multiple occurrences of scratches on the merchandise (new scratches that appeared in the six month timeframe in between our first visit and this visit) and the sofa was in overall poor conditionThe recliner was reported to us as showing the same signs of extreme wear – the outside arm had material that suffered a scrape (estimated at inches) and other areas of cosmetic damages As per the Revdex.com’s documentation this complaint was sent to you on Our records indicate that the customer last spoke with the highest levels of our Customer Care Organization on and has been advised that regretfully we are unable to take responsibility or ownership for the concerns due to the extremely poor condition this merchandise is in combined with the fact that the concerns the customer is experiencing (bent mechanisms/non working electrical components) are not related to a problem we can take ownership or responsibility for The [redacted] Protection plan this customer purchased offers an extensive amount of coverage against one time accidental damages and/or manufacturing defectsGiven the amount of accumulated damages that exist here and the report of two separate service technicians confirming these damages are not related to factory defects, this claim qualifies in no way for warranty coverage under the purchased planWe remain very sorry that we are unable to offer this consumer any recourse for these concerns Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com,I spoke with Ms [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining setAfter reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselectMs [redacted] accepted the offer and understands the details of the reselection credit.Thanks [redacted] **
Good Afternoon, I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S 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 However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then Also, how will I be able to redeem the credit with Bob's Discount Furniture? Sincerely, [redacted]
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] 3/11/ Complaint My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailableThe delivery was rescheduled for 2/between 2:30-6:I received a call from the delivery person at 11:a.mon the day of delivery informing me he was in the area and was going to stop by to deliver my furnitureI explained that my delivery time was set for 2:30-6:and there was no way I could be available for a time I DID NOT SCHEDULE FORThe delivery person [redacted] ) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:I said okBottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited & 1/weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phoneOther problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery & 1/hours earlier then scheduled!!!!!!! Desired Resolution I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work! Consumer Business Dialog
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and failed part orders caused our customerWe can certainly understand the customer’s frustration Our records indicate that the final drawer was delivered 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionThe order of the vanity has been canceled per the customer’s request While it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policiesWe can offer to provide the customer with an ECard in the amount of $ Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our gift card department create the credit and email the customer directly Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in May At the time the sale was created the customer purchased [redacted] This provided the customer with a full five years for accidental damages The merchandise was covered for a period of one year from manufacturing defects This warranty period for manufacturing defects end in June of We have sent our technicians to the home several times as a BEST EFFORT service This was explained to the customer each service In a Best Effort service the tech will repair and touch up whatever he is able to with stock material in his van Parts or replacement are not covered as the pieces are no longer under warranty As we have already offered the courtesy service and the pieces are not repairable and this bed is no longer under warranty we have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Day Revdex.com, Our offices are in receipt of this response on 4.15.2015and are responding to you/the customer on the same day 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 usOnce the original concern is fully resolved we would be happy to provide an offer to our customer for a further form of apology for the inconveniences we have caused We are genuinely seeking to help the customer move forward in getting a complete working bed and are willing to offer options for resolution, in offering the appropriate resolution to our customer to ensure that this concern is rectified in full it would an extreme help to have had details confirmed as communicated in our first response as our records remain unclear In example: Our question regarding the footboard remains unansweredOur records do not indicate there is a footboard for this bed in the home however at this time I am moving forward working off the rejection response and assuming that the customer does in fact have a footboard in the home The rejection response does indicate that the customer is seeking another set of hardware for the second storage drawer so this also leads me to believe that there is a footboard present in the home (as the drawers are inside the footboard for this model) As of we have mailed out the remaining hardware needed for the second storage drawerWe sent these parts via [redacted] – Tracking number: [redacted] - This tracking numbers indicates that the package sent arrived to the customer on the following date: Sat 4/11/10:11am These parts were shipped to: [redacted] / [redacted] (as listed on the previous part order/shipment) As of we have also mailed out a copy of the ‘Assembly Instructions’ we have for this bedI have gone a step further and attached these instructions to this Revdex.com response as well to ensure the customer gets themThere is a complete hardware listing on this document for the customer to review and respond with what other parts may be missing to complete assembly (for a faster turnaround time the customer is welcome to contact our Customer Care Offices with this information if they prefer to work with us directly) This letter has been sent to: [redacted] / [redacted] (as listed on the previous part order/shipment) We will cover the cost of supplying any additional parts/hardware that may be needed to get this bed in fully working order and once all the necessary parts/hardware have been confirmed as being in the home; we will also offer to schedule a delivery team (at no charge) to the customer’s residence to assemble the bed for the customer We are very sorry again for any and all inconveniences this concern has caused our customer and will continue to work at full capacity to make these concerns right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Kendra, I am very sorry for the terrible delivery experiences you have endured while seeking to get the product you purchased in its expected conditionI completely understand your frustrations and they have been our fault time and time againI assure you that Bobs Discount Furniture Prides itself on providing you with the best quality merchandise for the price and in the event we do fail our customers we strive to make it right by our customers and earn their trust back in our business Our records indicate that your last delivery on was successful with the exception of the railings of your “ [redacted] ” bed being refused due to what is cited as a “defect in the wood” per our delivery team’s reportIf you are seeking to keep the current bed railings that you have in your home we can offer to provide you with a 20% discount off the cost of those railings due to the fact that you would be agreeing to keep damaged merchandise as isOur records indicate that the other items from your purchase have all been delivered in good condition and regretfully we are unable to further discount any product that stands in our customer’s possession with no damage concerns In regards to the delivery fee of $that you paid us, we are happy to offer this back to you in the form of a monetary refund as our apology for the many delivery attempts you had to endure to get your merchandise in its expected condition We will also offer to provide you with a Bobs Discount Furniture Gift Card in the amount of $as a further form of our apologiesShould you not want to utilize our delivery service in the future, we do have many cash and carry items available in our showrooms or clearance centers that you can use your gift card towardsThis gift card will never expire and we would truly appreciate another opportunity to earn your trust back in our business In total our compensation offer is reasonably close to your desired settlement and I apologize again that you have had to deal with so much stress as a result of our disappointments Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensations Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, We are very sorry for the damaged delivery and the poor communication that this customer has had to deal with I have already spoken to this customer through another channel and have offered compensation which has been accepted We are very sorry that any customer should have to encounter so many issues and we look forward to this customer receiving their delivery tomorrow Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Revdex.com, I am very sorry that our customer feels so failed by us and understand their reasoning for seeking compensation outside of their concern being made right Our records indicate that we arrived to the home within the time frame we gave our customer (our records show 12:14pm) and regretfully we are unable to force a delivery team to wait at a home for someone to be available after we have arrived as scheduledOur records further indicate that we did return to the home on and were told by the delivery team that there was still no one available at the residence At this time the customer’s merchandise ( fire place, occasional tables) shows delivered as of and we have a service call scheduled out to repair a concern of looseness in one of the tables on 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 usAt 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 technician leaving their residence on We will review the account at that time and determine what apology -compensation offer we are able to make Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner 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]
[redacted] ***, The billable service is a set charge and I am unable to edit or adjust the feeYour goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $for the billable service or hire an outside cleaning company to clean the entire sofa
[redacted] Bob's has not resolved this issuePlease re-open this case
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smoothThis is definetly a crack, which just appearedI still cant understand how a person, without actually looking at the material, and not a D photo, can determine the origin Sincerely, [redacted]
Good Morning ***, I am very sorry that the receipt of your part order has been delayed so much and also that you had to endure any inconvenience with the delivery of your new bedroom setIt is never our intention to disappoint our customers, let alone on multiple occasions In regards to your bedroom set, our records reflect that as of (yesterday) we spoke with you and scheduled to re-deliver you factory fresh pieces due to the parts order arriving incompletely for the legsOur records also reflect that on we confirmed the updated estimated arrival time of your purchased part order (seat –casing and core)I understand at this time our apologies to you are rather empty because you have been waiting so long for these parts to arrive and I assure you that we have been working at full capacity to ensure your part is on its way to youThe information our Customer Care Agent’s have been providing you was accurate to what our computer system was reflecting on that date and time I have completed some extensive research on your behalf and have been educated that this order was originally ordered with the vendor ***, but then [redacted] was bought out by ***A number of our orders got lost, as the company was taken overWe do now have confirmation that our orders have been put on a container (to be shipped across the ocean), and they are due to arrive to us in the middle of JulyOnce the order comes into our CT distribution center it can then begin its [redacted] processI expected that we should have a tracking number for you closer to the middle of JulyI am genuinely very sorry that the business between furniture manufacturers has caused any delay in you receiving your order and I look forward to satisfying you during your upcoming delivery Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, Our records indicate that this check was sent from our offices on to the address listed on our customer’s sales orderOur records further indicate that the check has not been cashed yet however it was mailed by us to: [redacted] We did expedite this check request as agreed upon with our customerIf for some reason the check was lost or the customer did not receive it we can perform a stop payment on the current check number and mail the customer a new checkPlease let me know if that’s the route Angela would like to take as we have fully released her funds she is requesting from our end at this time Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] ) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred By [redacted] ’s guidelines this is not a verifiable accident This set was purchase in March The pieces carried with them a one year warranty against manufacturing defects That year warranty expired two years ago We did send our tech to the home, free of charge for a “Best Effort Service” January 31, He looked at the dresser and deemed it was un-repairable As it was outside of warranty at that time, we had no recourse to offer We regret that we are unable to offer recourse to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bob's is still refusing to address my concernI should not have to repeat it multiple timesMore than one of Bob's customer service reps has informed me that I cannot sit on the ottomanBecause of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concernReputable companies that stand by their products do not fight customers for refundsEspecially when it is only $It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furnitureI'll have to go back and tell him to stop telling people that I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this processI have spent a lot of time on this issue and would like to end it here Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for all the disappointments our customer has experienced with this purchaseThe delivery address posted shows a very long purchasing history with our business and I apologize again to our customer for the lack of care that was applied to their present concern overall Our records indicate that we have already resolved this concern directly and as of our customer was approved to return the delivered mattress and foundation for a refund
minor-latin;">Good Afternoon Revdex.com, While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment Our records indicate that this merchandise was delivered to the customer on During our first service visit on the service technician reported that he adjusted the reclining mechanisms on the recliners and the cause of these not working properly was directly related to the merchandise not being used in conjunction with specifications While this technician was in the home he also logged touching up scratches on the merchandiseAt this point in time the customer had the merchandise for over three months in their possession with no reported cosmetic damages to us (the business)The scratches were directly related to something that occurred in the home and our technician did the consumer a courtesy (at no charge) by repairing merchandise that had been directly damaged by the consumer or the environment the merchandise is kept in Normally the ‘ [redacted] ***’ plan requires that any accident, for example scratches that appear on merchandise three months after the point of delivery, be reported to a separate third party company As a retailer we make this perfectly clear within the documents provided at the time of sale On this initial service visit Bobs Discount Furniture made an extreme effort to help this customer directly instead of referring them somewhere else Approximately five months later this customer contacted us and advised us that the sofa and recliner were making noises when they reclinedWe scheduled a service for to address this concern On our technician most certainly showed up to the residence to perform this serviceOur records verify that not only did we show up, we made a call ahead to the customer over an hour in advance letting them know we were on our wayFollowing our normal, successful protocols we arrived to the customer’s residence within the estimated timeframe our automated system providesAfter the technician was unable to enter the residence we called phone number ###-###-#### to advise that our technician was outside and looking to be let in to the residenceBecause we were unable to reach anyone, we were forced to leave a message on that number, take a description of the customer’s home from our technician, and move the technician on to his other scheduled stopsPer our records the technician left the home about 2:05PMOur records further indicate that we spoke with a “***” at 2:30PM and this person conveyed that she must have missed the knock on her door but was home and available to accept service at this timeWe made every attempt possible to get our technician back to the home to complete a service that day As a reschedule to the above missed appointment we arrived to the customer’s residence on to address the concern of the sofa and recliner making noises when they reclined While I understand the alleged account of events that occurred by the customer’s filed complaint, the technician report we were given indicates that the product’s demise is directly related to the accumulated abuse the item has received in its environment The report includes information that one of the sofa’s electronic outlets has been snapped off, there are multiple occurrences of scratches on the merchandise (new scratches that appeared in the six month timeframe in between our first visit and this visit) and the sofa was in overall poor conditionThe recliner was reported to us as showing the same signs of extreme wear – the outside arm had material that suffered a scrape (estimated at inches) and other areas of cosmetic damages As per the Revdex.com’s documentation this complaint was sent to you on Our records indicate that the customer last spoke with the highest levels of our Customer Care Organization on and has been advised that regretfully we are unable to take responsibility or ownership for the concerns due to the extremely poor condition this merchandise is in combined with the fact that the concerns the customer is experiencing (bent mechanisms/non working electrical components) are not related to a problem we can take ownership or responsibility for The [redacted] Protection plan this customer purchased offers an extensive amount of coverage against one time accidental damages and/or manufacturing defectsGiven the amount of accumulated damages that exist here and the report of two separate service technicians confirming these damages are not related to factory defects, this claim qualifies in no way for warranty coverage under the purchased planWe remain very sorry that we are unable to offer this consumer any recourse for these concerns Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com,I spoke with Ms [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining setAfter reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselectMs [redacted] accepted the offer and understands the details of the reselection credit.Thanks [redacted] **