Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, address provided here, and email addressI also searched thru the purchases from every customer on by last name and have yet to produce and account that matches this posting Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us Looking at the two sets I can understand the customer’s confusion and concerns, they do seem to be very similar It is the price of retail that the costs of material and manufacturing go up, which raises the price of merchandise The warranty that was paid for does allow for a one time replacement on the pieces, the customer received a credit for the monies paid on this set, which fulfills the contract, so a new contract would be necessary We did waive a new delivery fee The tax law in Mass does not allow for a customer to be refunded taxes on any purchase over days That is the law in the state; it is not something under Bob’s or any other company’s control While there are things we can not control, I am willing to make an offer of compensation for this customer to ease the burden of the extra the customer paid to purchase the new set I would like to offer to refund the customer $to the customer’s Am Ex account If the customer accepts this offer they can call the store to process the refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the credit card number is entered into the transaction the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: upon further inspection, I found that the headboard has split alsoI feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails Sincerely, [redacted]
Dear Revdex.com, We are very sorry that this customer waited for months for a special order color and then a piece failed The replacement piece is available and we have ordered it We do have to wait for the manufacturer to make the customer’s piece to match the special order color this customer requested We can certainly offer compensation for this extreme inconvenience We can completely understand why this would be frustrating to the customerIf this customer is willing to wait for the new chaise to be made specifically for them, we can absolutely offer to compensate them for this inconvenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize that you have such little faith in our company and our willingness to help you solve your concernsI assure you that we care very much for our customers and always work to offer an option for resolution that is fair for both parties when all facts are considered Our records indicate that you first reported the concern with your living room furniture to us on 8.25.2014, nearly three years after you received and had been using this merchandiseAs you cite this merchandise started showing this concern very early on it is hard to believe that you let it go for years unreportedOur records also indicate that you had a service professional out to your home in August of for a different concern and our records don’t indicate that the seams separating were a problem in 2012; we then paid to replace your product for you as a courtesy even though our service professional determined that there was no manufacturer defect with your productWe stand behind the quality of our product and while I agree with the last technician sent to your home (on 9.10.2014) that your sofa is experiencing these concerns as a result of many years of use (wear and tear) we are willing to make you a fair offer for resolution that balances both the needs of our valued customer and our business We will offer you a 50% store credit (based on the price you originally paid for these items) on the piece sectional, the matching ottoman, and the matching accent chairWe will also offer to cover the cost of delivering the new set you select and removing the current merchandise in your home which in all reality is a major cost for any business to offer to incur We will also include a prorated (based on years) credit for the Goof Proof Plan you purchased in this offer In regards to the king size bed delivered to you on (nearly two years ago), our records show absolutely no report of any concern on this bedI checked our service report from our last visit earlier this month and I couldn’t find any reported concerns regarding this bed there eitherWe do not place different versions of the merchandise we stock in our warehouse in our showroomsWe are a retailer and for an accusation like this to be true every single vendor we work with, from various parts of the world, would have to literally build two different models of merchandise to ship out to the hundreds of retailers they sell to nationwideEven though we haven’t determined any defect with this bed and you are just now reporting your concern in workmanship after several years of use we will offer you the same courtesy as we have on the living room furniture (50% credit based on the price you paid for the headboard, footboard, rails, prorated Goof Proof credit based on years, no new delivery fee on the new sale which includes assembly, and removal of the current headboard, footboard, and railings you have) I apologize to you again [redacted] that you are so disappointed in the product you have purchased from usIf you would like to accept these offers please respond to me via this Revdex.com channel and I will create the credits and have our retail location follow up with you directly Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies for the multiple failures that occurred to cause our customer to become so disappointed in usAs of this account reflects an interaction with one of our Customer Care Leads and the customer’s requests have been metAt this time we consider this complaint closed and apologize to the customer once again for any and all inconveniences that we caused Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
minor-latin;">Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion Normally we offer any type of additional apology strictly in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount While it is not procedure to so we have already offered to work above and beyond our process to accommodate this individual’s demandsAs a retailer we are unable to offer apology amounts based off of any individual’s time and product that stands in the customer’s possession in factory fresh condition is not eligible for a further discount In addition to already offering a monetary refund as a form of apology we made this offer to our customer prior to the delivery being completed on This was our second attempt to again work at full capacity to satisfy the frustrations we caused our customer While we are genuinely very sorry for the amount of time our customer had to spend on the phone with us, our records indicate that we were taking the appropriate time to listen and acknowledge our customer’s angst the moment it was being presented to us At this time we can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99)and in addition we will mail out a Bobs Discount Furniture Gift Card for $ Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’We will make the appropriate arrangements to refund the delivery fee charge as indicated on the customer’s sales receipt (this will need to be completed by a Corporate Check Request and can take up to 7- business days to arrive to the billing address)The Bobs Discount Furniture Gift Card will be mailed to the below name/address within 7-business days of their response being received Check & Gift Card will be mailed separately to: [redacted] ** [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us, as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away, of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee charged We will honor the customer’s request to have the sleeper exchanged The paperwork has been created the customer needs to schedule an exchange date We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the sleeper has been exchanged any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good conditionAny further apology would be as a Bob’s Gift Card I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment (***) and schedule the exchange Once the credit card number is entered into the transaction the refund of the delivery fee should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from schedule the pick up complete the processing o Advise the store what day you would prefer to schedule the exchange [redacted] Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Evening Revdex.com, Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushionsBut that is not my issue at this point! I agreed to that because that was my only option at that pointPlus I don't understand why the replacement of my other couch has anything to do with THIS problemI didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of themThey said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handledSo does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made wellI also can't help it if my dog threw up on the back pillowsthat according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullifiedMy issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you aboutI know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof WarrantyWhat good is the Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $back that I paid for this Warranty because we bought the couches in and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back! Thank You *** [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Dear Revdex.com, I spoke with [redacted] on 4/4/and she expressed her disatisfaction with the furniture she purchasedI explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something different; [redacted] refused and demanded a full refund I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused Bob's Discount Furniture appreciates ***'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please provide the customer with our apologies for any confusion or disappointment present from the service call we provided on As this customer has selected to use the mediation services of the Revdex.com please advise that this communication is the escalated call back from the highest level of customer care available the customer has been expecting Our technician’s report depicts the following: sofa – right side facing seat has a slight compression, wear and tear, compared to the other seats its a little different, just because of the wear and tear normal/good Our business has explained to our customer (our records show the last conversation was on 10.21.2015) from various levels that the concern the merchandise is experiencing is the result of nearly two and ½ years of usage in the home (as our technician’s report depicts above)The protection plan/warranty that is active on this merchandise covers manufacturing defects and/or most in home accidental occurrences resulting in damageThe protection plan does not (like many other extended warranties sold in our industry) cover wear and tear Because our customer was upset and communicating this to us on 10.21.2015, we did try to offer a one time courtesy resolution of ordering replacement parts however upon further research our agent discovered that the vendor of this sofa no longer makes parts for this setAs the retailer we are unable to take ownership for a concern that results from wear and tearWhile we sincerely wish we could resolve every concern there are guidelines in place to keep resolutions fair for all customers alike If the customer wishes to dispute the validity of our technician’s report please have them send in photos of their merchandise (thru this Revdex.com channel they have selected to open) and we will review these pictures with our Service Management Team to see what, if any, further courtesy offers we can make to this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping timeOur extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipmentAs of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted Kind Regards, [redacted]
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of useAttempts to smooth out wrinkles resulted in fibers coming out Cushioning has also became lumpyCompany very defensive & unresponsiveSuch furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat uponThis company should not be in business
Good Afternoon ***, I am so sorry that you are experiencing concerns with your sofa and loveseat purchased from Bobs Discount FurnitureI completely understand how frustrating it must have been to be told we were unable to provide you with further resolution and I assure you that Bobs Discount Furniture truly wishes to help every customer who has a product concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelinesThe Goof Proof Information sheet you are referring to states that animal damage from bodily fluid is coveredI can also send a copy of the [redacted] contract to your home if this isn’t something you received from that company shortly after delivery This contract goes into detail about what is not covered since our sales flyer is meant to provide you with a general overview of what is coveredThe sales flyer also states that accidental damages such as rips and tears are covered through the [redacted] Company and not Bobs Discount FurnitureIf you and your family are aware of an accident, other than scratches from your cat, which caused this damage, I would encourage you to contact [redacted] and report this information directly to themAs this protection is for accidents (stated on the flyer you are referring to) it does not cover pet damages from teeth or claws because this is considered a preventable occurrence rather than an accident In our conversations with you previously we were seeking to provide you care and education that animal damage from a scratch is not coveredWe didn’t want to refer you to a third party company when we knew they would deny your claim and I am sorry that our effort to prevent you from experiencing further disappointment caused you so much annoyanceThe protection plan we sell is honorable just as clay Bob depicts, like many other protection plans you can purchase on your automobile and your electronics there are exclusions in order to keep this plan fair for all consumers alikeIt makes me very sad that you feel you were lied to and we will certainly address this sales professional’s presentation as honesty and transparency are part of our core values Our records indicate that the technician we sent to your home offered to service these damages for you as a courtesy and you refused this serviceWe normally do not service customer caused damages and we were trying our very best to reach out and assist you at that timeI apologize again but we are unable to take responsibility for these damages, therefore as a furniture retailer we are unable to offer you recourse for these damagesHave you already tried to report this damage through [redacted] ? If you have been denied through that company you can respond to me through this channel and I can look into trying to get that denial overturned based on what information you gave to them Thank you for your time [redacted] and I apologize again that you are experiencing so much frustration while trying to get your concern resolved, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couchI will be contacting the attorney general's office advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warranteewitnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of with cancer and myselfI have attached two photos showing the needle sticking out and the wood frame broken Sincerely, [redacted]
Good Afternoon Revdex.com- size="3"> We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise This was not reported as an accident Lying on the bed is not an accident, so the claim was denied If this customer had called it in as damage done while vacuuming, that probably would have been covered When it was reported to us the [redacted] would not be able to cover this claim a member of the executive team called this customer and left a message that we were looking to schedule a service to see if we did have any options on the bed rails and the damage to a chest that was also reported This customer chose not to return our call and schedule the tech When the customer called in and requested to speak with a department lead, that lead again offered to schedule the service, the customer refused This bed is no longer available from the manufacturer The rail can not be replaced If that was an option, it would have already been offeredWe can not offer any options if this customer does not allow us to inspect the piece to see if there is any manufacturing defects, or any way to repair it If this customer would instead like us to refund the money paid on this order for the [redacted] protection plan, I will grant that request and process the refund for $ This will eliminate all warranties and protection plans on this order Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- 10pt;">We are very sorry for the miscommunication on the deliveries The customer had two separate orders The agent that the customer spoke with did confirm the delivery for They were not aware that there was a different order That was a preventable error We are very sorry for that The customer had the choice of accepting the delivery on or refusing and rescheduling They chose to accept The rooms were not ready for the team to assemble the merchandise because the customer expected to receive the delivery the following day The team called into Bob’s per policy to state that the customer was accepting the merchandise unassembled The customer agreed to accept delivery and that we would not be able to send the team back to assemble This is on a recorded call Normally we offer any type of apology in the form of a Bobs Discount Furniture store credit because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the miscommunication on the delivery date and the agent not realizing that there were two orders scheduled for different days and the customer having issues with the assembly and finding the legs we would like to offer the customer a store credit of $ If the customer would like to accept this offer they can reply to the Revdex.com that they accept and I will have the credit processed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I have reached out to [redacted] via telephone today (7.29.2014) Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer so that I may adequately verify [redacted] ’s concerns and further research what options for resolution we have available to offer our customerUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies At this time we see there is a one-time courtesy reselection for the mattresses pending We can offer compensation in the form of store credit now, if the customer is looking to upgrade to more expensive mattresses or we can offer to compensate once the mattress have been delivered If this customer chooses to wait to be compensated after delivery is completed, we will offer this customer a refund of the delivery fee ($229.99) as a final form of our apologyPlease advise if the customer accepts this generous offer of compensation I will then create the necessary paperwork In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, address provided here, and email addressI also searched thru the purchases from every customer on by last name and have yet to produce and account that matches this posting Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us Looking at the two sets I can understand the customer’s confusion and concerns, they do seem to be very similar It is the price of retail that the costs of material and manufacturing go up, which raises the price of merchandise The warranty that was paid for does allow for a one time replacement on the pieces, the customer received a credit for the monies paid on this set, which fulfills the contract, so a new contract would be necessary We did waive a new delivery fee The tax law in Mass does not allow for a customer to be refunded taxes on any purchase over days That is the law in the state; it is not something under Bob’s or any other company’s control While there are things we can not control, I am willing to make an offer of compensation for this customer to ease the burden of the extra the customer paid to purchase the new set I would like to offer to refund the customer $to the customer’s Am Ex account If the customer accepts this offer they can call the store to process the refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the credit card number is entered into the transaction the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: upon further inspection, I found that the headboard has split alsoI feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails Sincerely, [redacted]
Dear Revdex.com, We are very sorry that this customer waited for months for a special order color and then a piece failed The replacement piece is available and we have ordered it We do have to wait for the manufacturer to make the customer’s piece to match the special order color this customer requested We can certainly offer compensation for this extreme inconvenience We can completely understand why this would be frustrating to the customerIf this customer is willing to wait for the new chaise to be made specifically for them, we can absolutely offer to compensate them for this inconvenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize that you have such little faith in our company and our willingness to help you solve your concernsI assure you that we care very much for our customers and always work to offer an option for resolution that is fair for both parties when all facts are considered Our records indicate that you first reported the concern with your living room furniture to us on 8.25.2014, nearly three years after you received and had been using this merchandiseAs you cite this merchandise started showing this concern very early on it is hard to believe that you let it go for years unreportedOur records also indicate that you had a service professional out to your home in August of for a different concern and our records don’t indicate that the seams separating were a problem in 2012; we then paid to replace your product for you as a courtesy even though our service professional determined that there was no manufacturer defect with your productWe stand behind the quality of our product and while I agree with the last technician sent to your home (on 9.10.2014) that your sofa is experiencing these concerns as a result of many years of use (wear and tear) we are willing to make you a fair offer for resolution that balances both the needs of our valued customer and our business We will offer you a 50% store credit (based on the price you originally paid for these items) on the piece sectional, the matching ottoman, and the matching accent chairWe will also offer to cover the cost of delivering the new set you select and removing the current merchandise in your home which in all reality is a major cost for any business to offer to incur We will also include a prorated (based on years) credit for the Goof Proof Plan you purchased in this offer In regards to the king size bed delivered to you on (nearly two years ago), our records show absolutely no report of any concern on this bedI checked our service report from our last visit earlier this month and I couldn’t find any reported concerns regarding this bed there eitherWe do not place different versions of the merchandise we stock in our warehouse in our showroomsWe are a retailer and for an accusation like this to be true every single vendor we work with, from various parts of the world, would have to literally build two different models of merchandise to ship out to the hundreds of retailers they sell to nationwideEven though we haven’t determined any defect with this bed and you are just now reporting your concern in workmanship after several years of use we will offer you the same courtesy as we have on the living room furniture (50% credit based on the price you paid for the headboard, footboard, rails, prorated Goof Proof credit based on years, no new delivery fee on the new sale which includes assembly, and removal of the current headboard, footboard, and railings you have) I apologize to you again [redacted] that you are so disappointed in the product you have purchased from usIf you would like to accept these offers please respond to me via this Revdex.com channel and I will create the credits and have our retail location follow up with you directly Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies for the multiple failures that occurred to cause our customer to become so disappointed in usAs of this account reflects an interaction with one of our Customer Care Leads and the customer’s requests have been metAt this time we consider this complaint closed and apologize to the customer once again for any and all inconveniences that we caused Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
minor-latin;">Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion Normally we offer any type of additional apology strictly in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount While it is not procedure to so we have already offered to work above and beyond our process to accommodate this individual’s demandsAs a retailer we are unable to offer apology amounts based off of any individual’s time and product that stands in the customer’s possession in factory fresh condition is not eligible for a further discount In addition to already offering a monetary refund as a form of apology we made this offer to our customer prior to the delivery being completed on This was our second attempt to again work at full capacity to satisfy the frustrations we caused our customer While we are genuinely very sorry for the amount of time our customer had to spend on the phone with us, our records indicate that we were taking the appropriate time to listen and acknowledge our customer’s angst the moment it was being presented to us At this time we can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99)and in addition we will mail out a Bobs Discount Furniture Gift Card for $ Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’We will make the appropriate arrangements to refund the delivery fee charge as indicated on the customer’s sales receipt (this will need to be completed by a Corporate Check Request and can take up to 7- business days to arrive to the billing address)The Bobs Discount Furniture Gift Card will be mailed to the below name/address within 7-business days of their response being received Check & Gift Card will be mailed separately to: [redacted] ** [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us, as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away, of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee charged We will honor the customer’s request to have the sleeper exchanged The paperwork has been created the customer needs to schedule an exchange date We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the sleeper has been exchanged any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good conditionAny further apology would be as a Bob’s Gift Card I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment (***) and schedule the exchange Once the credit card number is entered into the transaction the refund of the delivery fee should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from schedule the pick up complete the processing o Advise the store what day you would prefer to schedule the exchange [redacted] Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Evening Revdex.com, Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushionsBut that is not my issue at this point! I agreed to that because that was my only option at that pointPlus I don't understand why the replacement of my other couch has anything to do with THIS problemI didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of themThey said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handledSo does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made wellI also can't help it if my dog threw up on the back pillowsthat according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullifiedMy issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you aboutI know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof WarrantyWhat good is the Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $back that I paid for this Warranty because we bought the couches in and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back! Thank You *** [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Dear Revdex.com, I spoke with [redacted] on 4/4/and she expressed her disatisfaction with the furniture she purchasedI explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something different; [redacted] refused and demanded a full refund I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused Bob's Discount Furniture appreciates ***'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please provide the customer with our apologies for any confusion or disappointment present from the service call we provided on As this customer has selected to use the mediation services of the Revdex.com please advise that this communication is the escalated call back from the highest level of customer care available the customer has been expecting Our technician’s report depicts the following: sofa – right side facing seat has a slight compression, wear and tear, compared to the other seats its a little different, just because of the wear and tear normal/good Our business has explained to our customer (our records show the last conversation was on 10.21.2015) from various levels that the concern the merchandise is experiencing is the result of nearly two and ½ years of usage in the home (as our technician’s report depicts above)The protection plan/warranty that is active on this merchandise covers manufacturing defects and/or most in home accidental occurrences resulting in damageThe protection plan does not (like many other extended warranties sold in our industry) cover wear and tear Because our customer was upset and communicating this to us on 10.21.2015, we did try to offer a one time courtesy resolution of ordering replacement parts however upon further research our agent discovered that the vendor of this sofa no longer makes parts for this setAs the retailer we are unable to take ownership for a concern that results from wear and tearWhile we sincerely wish we could resolve every concern there are guidelines in place to keep resolutions fair for all customers alike If the customer wishes to dispute the validity of our technician’s report please have them send in photos of their merchandise (thru this Revdex.com channel they have selected to open) and we will review these pictures with our Service Management Team to see what, if any, further courtesy offers we can make to this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping timeOur extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipmentAs of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted Kind Regards, [redacted]
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of useAttempts to smooth out wrinkles resulted in fibers coming out Cushioning has also became lumpyCompany very defensive & unresponsiveSuch furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat uponThis company should not be in business
Good Afternoon ***, I am so sorry that you are experiencing concerns with your sofa and loveseat purchased from Bobs Discount FurnitureI completely understand how frustrating it must have been to be told we were unable to provide you with further resolution and I assure you that Bobs Discount Furniture truly wishes to help every customer who has a product concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelinesThe Goof Proof Information sheet you are referring to states that animal damage from bodily fluid is coveredI can also send a copy of the [redacted] contract to your home if this isn’t something you received from that company shortly after delivery This contract goes into detail about what is not covered since our sales flyer is meant to provide you with a general overview of what is coveredThe sales flyer also states that accidental damages such as rips and tears are covered through the [redacted] Company and not Bobs Discount FurnitureIf you and your family are aware of an accident, other than scratches from your cat, which caused this damage, I would encourage you to contact [redacted] and report this information directly to themAs this protection is for accidents (stated on the flyer you are referring to) it does not cover pet damages from teeth or claws because this is considered a preventable occurrence rather than an accident In our conversations with you previously we were seeking to provide you care and education that animal damage from a scratch is not coveredWe didn’t want to refer you to a third party company when we knew they would deny your claim and I am sorry that our effort to prevent you from experiencing further disappointment caused you so much annoyanceThe protection plan we sell is honorable just as clay Bob depicts, like many other protection plans you can purchase on your automobile and your electronics there are exclusions in order to keep this plan fair for all consumers alikeIt makes me very sad that you feel you were lied to and we will certainly address this sales professional’s presentation as honesty and transparency are part of our core values Our records indicate that the technician we sent to your home offered to service these damages for you as a courtesy and you refused this serviceWe normally do not service customer caused damages and we were trying our very best to reach out and assist you at that timeI apologize again but we are unable to take responsibility for these damages, therefore as a furniture retailer we are unable to offer you recourse for these damagesHave you already tried to report this damage through [redacted] ? If you have been denied through that company you can respond to me through this channel and I can look into trying to get that denial overturned based on what information you gave to them Thank you for your time [redacted] and I apologize again that you are experiencing so much frustration while trying to get your concern resolved, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couchI will be contacting the attorney general's office advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warranteewitnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of with cancer and myselfI have attached two photos showing the needle sticking out and the wood frame broken Sincerely, [redacted]
Good Afternoon Revdex.com- size="3"> We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise This was not reported as an accident Lying on the bed is not an accident, so the claim was denied If this customer had called it in as damage done while vacuuming, that probably would have been covered When it was reported to us the [redacted] would not be able to cover this claim a member of the executive team called this customer and left a message that we were looking to schedule a service to see if we did have any options on the bed rails and the damage to a chest that was also reported This customer chose not to return our call and schedule the tech When the customer called in and requested to speak with a department lead, that lead again offered to schedule the service, the customer refused This bed is no longer available from the manufacturer The rail can not be replaced If that was an option, it would have already been offeredWe can not offer any options if this customer does not allow us to inspect the piece to see if there is any manufacturing defects, or any way to repair it If this customer would instead like us to refund the money paid on this order for the [redacted] protection plan, I will grant that request and process the refund for $ This will eliminate all warranties and protection plans on this order Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- 10pt;">We are very sorry for the miscommunication on the deliveries The customer had two separate orders The agent that the customer spoke with did confirm the delivery for They were not aware that there was a different order That was a preventable error We are very sorry for that The customer had the choice of accepting the delivery on or refusing and rescheduling They chose to accept The rooms were not ready for the team to assemble the merchandise because the customer expected to receive the delivery the following day The team called into Bob’s per policy to state that the customer was accepting the merchandise unassembled The customer agreed to accept delivery and that we would not be able to send the team back to assemble This is on a recorded call Normally we offer any type of apology in the form of a Bobs Discount Furniture store credit because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the miscommunication on the delivery date and the agent not realizing that there were two orders scheduled for different days and the customer having issues with the assembly and finding the legs we would like to offer the customer a store credit of $ If the customer would like to accept this offer they can reply to the Revdex.com that they accept and I will have the credit processed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I have reached out to [redacted] via telephone today (7.29.2014) Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer so that I may adequately verify [redacted] ’s concerns and further research what options for resolution we have available to offer our customerUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies At this time we see there is a one-time courtesy reselection for the mattresses pending We can offer compensation in the form of store credit now, if the customer is looking to upgrade to more expensive mattresses or we can offer to compensate once the mattress have been delivered If this customer chooses to wait to be compensated after delivery is completed, we will offer this customer a refund of the delivery fee ($229.99) as a final form of our apologyPlease advise if the customer accepts this generous offer of compensation I will then create the necessary paperwork In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison