Complaint: [redacted] I am rejecting this response because: I have purchased many items from bobs furniture That I was happy withYou know it is bargain furniture when you buy it but if your careful with it it can suit your needs for what it isThe way I was treated so badly it left my chin on the groundNo one cared how poorly they treated me or how they beat up the furniture after you paid for furnitureThe service was not just below par but unbelievably despicableI really believe Bob should re think his commercials as he states how he is really honest and cares about his customers but his stores shows the oppositeIt is a matter of truth and honesty [redacted] Wrong is wrong Sincerely, [redacted]
Good Morning Revdex.com, size="3">Our offices are just now in receipt of this claim today (2.06.2015) and as of yesterday (2.05.2015), I personally spoke to this claimant and provided an agreeable resolution for this concern At this time we would consider this concern closed as resolved Kindest Regards, [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 I see that this customer has already spoken with my colleague Elizabeth and has already received his exchange We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">Please pass on our apologies to our customer for any confusion that may be present regarding the mattress/spring concernOur recordings/ records provide evidence that the customer informed us that they (themselves) caused this spring damage to their mattress during a moveThis mattress was also not delivered by our company; it was picked up and handled directly by the customer after purchase Our service technician reported no defects within this mattress upon inspection and as a courtesy the damage the customer told us they committed was serviced while we were in the home at no chargeNo further recourse was offered under the warranty coverage as the nature of the concern did not stem from a defectWe do not commonly service customer cause damages and we apologize that the customer remains unhappy with our technician’s workmanship as we did the best we could to make the mattress a usable sleep surface again At this time we are still unable to offer a full replacement of the mattress due to the facts listed aboveAs another extreme courtesy we can offer to provide the customer with a Bobs Discount Furniture Gift Card in the amount of 50% of the original cost paid towards the mattressWe make this offer as a one time courtesy because the customer is unhappy with our technician’s workmanshipRegretfully the warranty coverage does not apply to this circumstance as the spring was not popped due to a defect in workmanship Should the customer wish to accept our offer for the courtesy gift card (so that we can assist to the best of our ability in getting the customer another mattress) I have listed the outline below for their reviewPlease instruct the customer to respond to us thru this Revdex.com channel if they find this offer satisfactory and we will have the gift card mailed to the address we last serviced the mattress at Original Invoice shows mattress price as $ 50% of $= $ Bobs Discount Furniture Gift Card for $(if accepted) can be mailed to: [redacted] / [redacted] / [redacted] Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Our records indicate that there is a pending exchange in the system to correct this customer’s concernThis exchange is scheduled to go out on and was created on We certainly apologize for any rudeness the customer alleges to have experienced while seeking to get this concern resolved [redacted] or “Acceptance Now” is a third party company and per our overview this concern is being rectified directly by way of Bobs Discount Furniture We look forward to pleasing our customer with the even exchange of merchandise on Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com: I would like to take this opportunity to Thank You Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etcchanged drasticallyThey refused to fix the furniture BUT they did picked it up todayI am suppose to get a credit on my credit cardHopefully this goes through 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]
Good Morning [redacted] , 16px;"> I am truly shocked and embarrassed at the lack of care and consideration you received during your purchase with usI cannot apologize enough for the impression you have been left with because I can assure you having worked for Bobs Discount Furniture for several years we are a company built on core values such as integrity and responsibility Our records indicate that we processed your refund of $on (conformation number: [redacted] ) and I see no reason to expect any issues with these funds returning to youI feel terrible that you had to escalate your concerns so highly to get the proper recognition and I reassure you that we are not taking your dissatisfaction lightlyI completely understand why you decided against taking your product home with you and I apologize again for our failure to provide you with something as simple as genuine attentionI feel that you deserve compensation for this failure because I pledge to you this is not the way we complete handling our valued customer’s concernsAs you no longer have an open order with us our options for compensation are limited to offering you a Bobs Discount Furniture Gift CardPlease let me know if you would accept a $Gift Card as an apology from usThe behavior that was presented to you is unacceptable by our standards and we would truly appreciate any opportunity to win your trust in our business back Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am very sorry to learn of the disappointment our customer experienced overall and we are truly apologetic for the inconvenience we caused our customer during the delivery of her merchandise Our records reflect that the refund of the customer’s original delivery fee was fully released from our systems as of under credit number: [redacted] While it is not within our procedures to compensate our customers by way of monetary refund we do recognize that we caused this customer a great deal of inconvenience and for that reason we have worked above and beyond our process in an effort to bring our customer some form of satisfaction
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the 22nd of March We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in delivery We will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 10% of Chadwick white loft bed purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refundAs your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift cardFor non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">Please pass on our sincerest apologies for the inconvenience this continues to cause the customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us We currently have a delivery scheduled for the furniture on We do see that the manager has already gone outside of policy and has refunded the customer’s delivery fee back to the customer’s method of payment Bob’s does not manufacture furniture We are a retailer only; as such we are at the mercy of our vendors We are told when we will receive shipments and we plan our deliveries accordingly If the vendor is late in shipping, or the shipment is caught in customs we are not able to fulfill our obligations to our customers We are very sorry that this customer is dealing with this issue We will authorize a gift card to be processed for 10% of the price of the Ritz loveseat and chaise as an apology This will be final compensation and can be processed once the delivery has been completed on Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I purchased a sofa from Bob's and started falling apart within monthsI took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every timeMy Granddaughter's bed is also falling apart, this place is the worst I have ever dealt withI want my money back and they can have there crap furniture
Good Morning Revdex.com- We received this customer’s concern through another avenue The concern has been addressed and this customer is scheduled for the new delivery for 3/9/ Please let us know if there are any other questions or concerns Sincerely, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am so sorry for all the failures Bobs Discount Furniture has caused you, I understand no amount of apologies from us will change these failures and I assure you that we genuinely care about each and every one of our customersIt is completely unacceptable and 100% our fault that we have not been able to get your merchandise to you in good conditionI feel that your aggravations are warranted and I am honestly very embarrassed at the poor experience you have received from usWe are not taking your dissatisfaction lightly, your account indicates that you have been in touch with a member of our Customer Care Management team and she has taken the necessary steps to ensure that our delivery team is properly trained on professionalismI agree with you in every aspect of your disappointment and can most certainly work above our policies and procedures to remove the dining room set from your home and send the refund credit to your financing companyIt is never our intention to cause our customers such distress and we would much prefer to keep you as a Bob’s customer and compensate you after your merchandise has been fully receivedIf you should choose to wait until February 1, to receive your new table and side chair we can place a Quality Control “White Glove” inspection on your merchandise before it leaves our CT distribution center to ensure it arrives to you in pristine condition and compensate you by refunding your delivery fee of $to your financing company after you have received this exchange Please let me know if you would like to move forward with scheduling a pick up of your dining room set for a refund or if you would like to wait for the even exchange on Feb 1, Should you decide that you still want a refund please respond to me with what pick up date works best for youI cannot apologize enough to you and await your response as I am eager to get this concern resolved for you Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the issues this customer is having with the [redacted] Ink transfer from clothing is not considered an accidental damage We have attached for reference the Goof Proof Plus handout the customer was given at time of purchase In an effort to try to make this right for this customer we will offer a courtesy service We can have one of our factory trained technicians come out for stain removal If the customer would like to accept this offer, please call into customer care This is pre-approved and is noted in the customer’s account SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Per response from Bob's, I am attaching pictures for Bob's to review the manufacturing defect to further advise Please see attached Sincerely, [redacted] ***
Good Afternoon Revdex.com, 16px;"> Please pass on my apologies to [redacted] in regards to the difficult time she has had reporting her claims to the company that we entrust to manage our customer’s accidental damage concernsIn order to keep the plan fair for all consumers [redacted] must maintain their guidelines and like many other protection plans sold on automobiles or electronics reporting a specific accidental occurrence is usually a requirement to gaining the benefits the protection plan offersI assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our customers concerns and earn their trust back in our business I do understand ***’s frustrations as she alleges she was treated so poorly by members of the [redacted] company, I ask that she provide Bobs Discount Furniture with an actual opportunity to help resolve her concern as we do stand behind the quality and value of all the products we sell, including our Goof Protection PlansIf [redacted] would like to take this opportunity to have Bobs Discount Furniture research her concern and see what, if any, resolution we are able to provide her directly; we ask that [redacted] send in the pictures she has of these damages via her next response to Revdex.comAfter receiving these photos I can review them with my Service Manager and a group of Corporate Goof Proof Liaisons we employ to ensure our customer’s are getting the value they paid for when purchasing the Goof Proof Protection plan from us I eagerly await ***’s response/photos as I have a vested interest in helping resolve her concern and I apologize again for all the inconveniences she has had to deal with while seeking help with her accidental damage claim Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, As this has now become a legal action, we are unable to try to assist further Tracy Sanborn Corporate Liaison Bob's Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for any disappointment they have experienced while seeking to use the protection they purchased at the time of saleOur customer’s account indicates that this merchandise was delivered on 07/02/ and the last time we (Bobs Discount Furniture) were out to the residence was on (over year ago) Please know that this customer previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our customer I am copy/pasting our response from their original claim as it remains the same as it was year agoPlease note our records do not depict receiving any other communications from this customer directly, since last year If needed Revdex.com please refer to the older claim number [redacted] attachments as well Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] *s known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the report the customer gave them indicated seam separations (not covered) and the customer did not provide them with any indication of an accident occurring c**sing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Stephanie G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I did not use the plan once before In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem I want my $back Maybe this would be best settle din small claims court In any event, I will make sure NEVER to shop at Bob's again You suck at customer service Bobs Really and trulyI have never experienced such nonsense Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have purchased many items from bobs furniture That I was happy withYou know it is bargain furniture when you buy it but if your careful with it it can suit your needs for what it isThe way I was treated so badly it left my chin on the groundNo one cared how poorly they treated me or how they beat up the furniture after you paid for furnitureThe service was not just below par but unbelievably despicableI really believe Bob should re think his commercials as he states how he is really honest and cares about his customers but his stores shows the oppositeIt is a matter of truth and honesty [redacted] Wrong is wrong Sincerely, [redacted]
Good Morning Revdex.com, size="3">Our offices are just now in receipt of this claim today (2.06.2015) and as of yesterday (2.05.2015), I personally spoke to this claimant and provided an agreeable resolution for this concern At this time we would consider this concern closed as resolved Kindest Regards, [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 I see that this customer has already spoken with my colleague Elizabeth and has already received his exchange We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">Please pass on our apologies to our customer for any confusion that may be present regarding the mattress/spring concernOur recordings/ records provide evidence that the customer informed us that they (themselves) caused this spring damage to their mattress during a moveThis mattress was also not delivered by our company; it was picked up and handled directly by the customer after purchase Our service technician reported no defects within this mattress upon inspection and as a courtesy the damage the customer told us they committed was serviced while we were in the home at no chargeNo further recourse was offered under the warranty coverage as the nature of the concern did not stem from a defectWe do not commonly service customer cause damages and we apologize that the customer remains unhappy with our technician’s workmanship as we did the best we could to make the mattress a usable sleep surface again At this time we are still unable to offer a full replacement of the mattress due to the facts listed aboveAs another extreme courtesy we can offer to provide the customer with a Bobs Discount Furniture Gift Card in the amount of 50% of the original cost paid towards the mattressWe make this offer as a one time courtesy because the customer is unhappy with our technician’s workmanshipRegretfully the warranty coverage does not apply to this circumstance as the spring was not popped due to a defect in workmanship Should the customer wish to accept our offer for the courtesy gift card (so that we can assist to the best of our ability in getting the customer another mattress) I have listed the outline below for their reviewPlease instruct the customer to respond to us thru this Revdex.com channel if they find this offer satisfactory and we will have the gift card mailed to the address we last serviced the mattress at Original Invoice shows mattress price as $ 50% of $= $ Bobs Discount Furniture Gift Card for $(if accepted) can be mailed to: [redacted] / [redacted] / [redacted] Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Our records indicate that there is a pending exchange in the system to correct this customer’s concernThis exchange is scheduled to go out on and was created on We certainly apologize for any rudeness the customer alleges to have experienced while seeking to get this concern resolved [redacted] or “Acceptance Now” is a third party company and per our overview this concern is being rectified directly by way of Bobs Discount Furniture We look forward to pleasing our customer with the even exchange of merchandise on Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com: I would like to take this opportunity to Thank You Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etcchanged drasticallyThey refused to fix the furniture BUT they did picked it up todayI am suppose to get a credit on my credit cardHopefully this goes through 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]
Good Morning [redacted] , 16px;"> I am truly shocked and embarrassed at the lack of care and consideration you received during your purchase with usI cannot apologize enough for the impression you have been left with because I can assure you having worked for Bobs Discount Furniture for several years we are a company built on core values such as integrity and responsibility Our records indicate that we processed your refund of $on (conformation number: [redacted] ) and I see no reason to expect any issues with these funds returning to youI feel terrible that you had to escalate your concerns so highly to get the proper recognition and I reassure you that we are not taking your dissatisfaction lightlyI completely understand why you decided against taking your product home with you and I apologize again for our failure to provide you with something as simple as genuine attentionI feel that you deserve compensation for this failure because I pledge to you this is not the way we complete handling our valued customer’s concernsAs you no longer have an open order with us our options for compensation are limited to offering you a Bobs Discount Furniture Gift CardPlease let me know if you would accept a $Gift Card as an apology from usThe behavior that was presented to you is unacceptable by our standards and we would truly appreciate any opportunity to win your trust in our business back Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am very sorry to learn of the disappointment our customer experienced overall and we are truly apologetic for the inconvenience we caused our customer during the delivery of her merchandise Our records reflect that the refund of the customer’s original delivery fee was fully released from our systems as of under credit number: [redacted] While it is not within our procedures to compensate our customers by way of monetary refund we do recognize that we caused this customer a great deal of inconvenience and for that reason we have worked above and beyond our process in an effort to bring our customer some form of satisfaction
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the 22nd of March We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in delivery We will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 10% of Chadwick white loft bed purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refundAs your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift cardFor non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">Please pass on our sincerest apologies for the inconvenience this continues to cause the customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us We currently have a delivery scheduled for the furniture on We do see that the manager has already gone outside of policy and has refunded the customer’s delivery fee back to the customer’s method of payment Bob’s does not manufacture furniture We are a retailer only; as such we are at the mercy of our vendors We are told when we will receive shipments and we plan our deliveries accordingly If the vendor is late in shipping, or the shipment is caught in customs we are not able to fulfill our obligations to our customers We are very sorry that this customer is dealing with this issue We will authorize a gift card to be processed for 10% of the price of the Ritz loveseat and chaise as an apology This will be final compensation and can be processed once the delivery has been completed on Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I purchased a sofa from Bob's and started falling apart within monthsI took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every timeMy Granddaughter's bed is also falling apart, this place is the worst I have ever dealt withI want my money back and they can have there crap furniture
Good Morning Revdex.com- We received this customer’s concern through another avenue The concern has been addressed and this customer is scheduled for the new delivery for 3/9/ Please let us know if there are any other questions or concerns Sincerely, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am so sorry for all the failures Bobs Discount Furniture has caused you, I understand no amount of apologies from us will change these failures and I assure you that we genuinely care about each and every one of our customersIt is completely unacceptable and 100% our fault that we have not been able to get your merchandise to you in good conditionI feel that your aggravations are warranted and I am honestly very embarrassed at the poor experience you have received from usWe are not taking your dissatisfaction lightly, your account indicates that you have been in touch with a member of our Customer Care Management team and she has taken the necessary steps to ensure that our delivery team is properly trained on professionalismI agree with you in every aspect of your disappointment and can most certainly work above our policies and procedures to remove the dining room set from your home and send the refund credit to your financing companyIt is never our intention to cause our customers such distress and we would much prefer to keep you as a Bob’s customer and compensate you after your merchandise has been fully receivedIf you should choose to wait until February 1, to receive your new table and side chair we can place a Quality Control “White Glove” inspection on your merchandise before it leaves our CT distribution center to ensure it arrives to you in pristine condition and compensate you by refunding your delivery fee of $to your financing company after you have received this exchange Please let me know if you would like to move forward with scheduling a pick up of your dining room set for a refund or if you would like to wait for the even exchange on Feb 1, Should you decide that you still want a refund please respond to me with what pick up date works best for youI cannot apologize enough to you and await your response as I am eager to get this concern resolved for you Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the issues this customer is having with the [redacted] Ink transfer from clothing is not considered an accidental damage We have attached for reference the Goof Proof Plus handout the customer was given at time of purchase In an effort to try to make this right for this customer we will offer a courtesy service We can have one of our factory trained technicians come out for stain removal If the customer would like to accept this offer, please call into customer care This is pre-approved and is noted in the customer’s account SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Per response from Bob's, I am attaching pictures for Bob's to review the manufacturing defect to further advise Please see attached Sincerely, [redacted] ***
Good Afternoon Revdex.com, 16px;"> Please pass on my apologies to [redacted] in regards to the difficult time she has had reporting her claims to the company that we entrust to manage our customer’s accidental damage concernsIn order to keep the plan fair for all consumers [redacted] must maintain their guidelines and like many other protection plans sold on automobiles or electronics reporting a specific accidental occurrence is usually a requirement to gaining the benefits the protection plan offersI assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our customers concerns and earn their trust back in our business I do understand ***’s frustrations as she alleges she was treated so poorly by members of the [redacted] company, I ask that she provide Bobs Discount Furniture with an actual opportunity to help resolve her concern as we do stand behind the quality and value of all the products we sell, including our Goof Protection PlansIf [redacted] would like to take this opportunity to have Bobs Discount Furniture research her concern and see what, if any, resolution we are able to provide her directly; we ask that [redacted] send in the pictures she has of these damages via her next response to Revdex.comAfter receiving these photos I can review them with my Service Manager and a group of Corporate Goof Proof Liaisons we employ to ensure our customer’s are getting the value they paid for when purchasing the Goof Proof Protection plan from us I eagerly await ***’s response/photos as I have a vested interest in helping resolve her concern and I apologize again for all the inconveniences she has had to deal with while seeking help with her accidental damage claim Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, As this has now become a legal action, we are unable to try to assist further Tracy Sanborn Corporate Liaison Bob's Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for any disappointment they have experienced while seeking to use the protection they purchased at the time of saleOur customer’s account indicates that this merchandise was delivered on 07/02/ and the last time we (Bobs Discount Furniture) were out to the residence was on (over year ago) Please know that this customer previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our customer I am copy/pasting our response from their original claim as it remains the same as it was year agoPlease note our records do not depict receiving any other communications from this customer directly, since last year If needed Revdex.com please refer to the older claim number [redacted] attachments as well Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] *s known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the report the customer gave them indicated seam separations (not covered) and the customer did not provide them with any indication of an accident occurring c**sing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Stephanie G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I did not use the plan once before In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem I want my $back Maybe this would be best settle din small claims court In any event, I will make sure NEVER to shop at Bob's again You suck at customer service Bobs Really and trulyI have never experienced such nonsense Sincerely, [redacted]