Good Afternoon Revdex.com, I reached out to this customer by phone today, she was not available to speak with me regarding her account as she was busy with other commitmentsI have emailed her my direct contact information and hope to hear from her soon so I can resolve her concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your [redacted] PlanI assure you that this plan is extremely valuable when used within the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended to cover multiple occurrences of damage as the detailed contract and the sales flyer, we provide at the time of sale, indicatesI believe [redacted] feels that this type of accident, causing damage to several items of furniture could have been prevented therefore they are unwilling to assist you furtherAs Bobs Discount Furniture is a separate company entirely we do not have the authority to overturn their judgments on claims I do apologize that the third party company who manages this plan did not apply any care and empathy to your case when you initially called and I have reviewed your case in further detail as well as reviewed the photos you submitted to the [redacted] company Like many other protection plans, sold on automobiles, electronics, and home appliances, there is a reasonable expectation that the merchandise has been kept in overall good condition prior to the accidental occurrence of damage being reportedAs depicted in the photos your merchandise is in great condition besides the damages you are reporting from ‘nail polish remover’Bobs Discount Furniture will honor the terms of the [redacted] contract and offer you options for resolution in the same nature [redacted] would have if your claim was accepted under the protection plan you purchased The plan grants you unlimited parts and service repair for five years, in the event that the item cannot be repaired or parts will not fix the damage, the plan will pay for a one time replacement of the affected furnitureShould you choose the replacement option or if the replacement option is necessary the one time replacement fulfills the agreement of your protection plan and the plan is no longer active on the items that have been replaced I am not entirely certain we can service this damage back to showroom quality but if you would like to visit this option first we can attempt to repair the damage for you Should you wish to have the affected items replaced and use up the [redacted] Protection you purchased on these items you may also select this option and we can schedule to have these pieces even exchanged for you As you have opened a claim thru the Revdex.com channel you may respond to me directly thru this channel indicating how you would like to proceed or you can contact our Customer Care Offices at ###-###-#### to schedule the service or one time exchange on the affected pieces Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to itBut the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pitAnd if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughlyAnd if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $lower the original price which doesn’t make sense where the other items were marked as less than half of its valuePlease ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came Sincerely, [redacted] ***
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with Our records indicate that we made direct contact with this customer (off of a posting thru another channel) on At this time our customer has accepted a compensation offer from us and our records reflect that we have provided them with the most accurate information we have in reference to their pending ottoman delivery We thank our customer for escalating their concern so that we can address the obvious coaching concerns revealed to us and apologize again for any aggravation our failures have caused them to experience
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 We have honored the customer’s request for a refund of the delivery fee ($229.99) as a form of our apology In addition to this, due to the added issue of the customer having to go to the store to pickup the foundation, I would like to offer an E-Gift Card in the amount of $ We do not normally offer an additional compensation beyond refunding the delivery fee, but I do believe this customer is owed an additional apology Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few daysNearly days later I have received no such follow up as promisedIt seems as though bobs cannot get on the same page as one response different from the nextI have allowed for ample time to at least be followed up withAt this point, I'd like that pick up be arranged and I will chose a different sofaBecause this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchaseThis sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the startIf I do not receive communication within hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employeesThis experience has been just as atrocious as the furniture itselfAs stated previously, bobs has had more than ample time to implement a resolution of some sortThis game of bait and switch will be reported Sincerely, [redacted]
face="Calibri">Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer is experiencing with the bed that they purchasedI assure our customer that the bed delivered and assembled was the exact replica of the model displayed and assembled within our showroom on date of purchase Although our technician confirmed on that the concern present did not stem from any manufacturing concern within the merchandise and the customer is outside of the warranty period we disclosed at time of purchase we have provided a courtesy offer for resolution below Please note we do sell additional support systems at cost for consumers whose preference needs require more support under the bed then what the manufacturer views as and adequateWe also sell a number of headboards that can be hooked to a metal frame should this option make a consumer feel more secure with overall stability As a one time courtesy we can offer to provide a store credit based on the amount paid to us for the BED only (BED = Headboard, footboard, railings per sales invoice)With this store credit the customer is able to re visit any of our showrooms and select a different bed that may suit their needs better As an additional courtesy we will offer to cover the cost of delivering the new merchandise selected and we will expect to remove the current bed from the customer’s home when the new bed is delivered Please ask that our customer respond to us via the Revdex.com to make us aware of their acceptance of this resolution offerOnce accepted we will create the credit and have our retail location reach out to our customer to make them aware of the credit being activated Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I will happily send photosHowever I do not appreciate your being so crass with me with your "ccustomer moved the furniture miles outside our service area"I have said it times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issueCovering your tracks with lies as fuel to this fire bobs startedPlease pull these phone calls and discontinue the blame game as if it is my faultI also have witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at allI "moved miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NYPlease get your facts straight and stop acting as if I have done something wrongThis is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus farI am also STILL waiting on a call from a manager that I was promisedPer the company's rating, unfortunately this kind of behavior seems to be company standard Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have a [redacted] Chest for $that was returned I do not see that anywhere If you add that to the bedroom set of $it some to $799, not $which should have included taxAlso the post floor lamp of $should be there too, unsure if that was taken off or not Also the [redacted] Plus was returned for $ Do not see that anywhere eitherAgain, my total with tax for the items that I have in my house at this time, with tax and everything I paid should be $ I don't completely understand why no one at Bob's can go over this with me and resolve this issue They contracted the delivery men out, did not take back the furniture on day one, refused to take it back Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned This is bad business and very poor customer serviceAgain I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all Sincerely, [redacted]
Good Afternoon Revdex.com, Our policy fully discloses that the mattress only is refundableSee my previous response (below) with the bold highlight added for reference We have made special accommodations for this customer by removing the mattress from their home on While we apologize that the non toxic odor smell became unbearable for our customer we are unable to make any other exceptions to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the mattress: [redacted] The phone number provided is not to our Customer Care Office, as indicated that is our retail location and I personally took care off all paperwork needed and provided the directions so the customer’s call would be hassle free Please note as the customer is communicating their desired settlement has been reached by using an alternative avenue the customer’s concern has been fully resolved at this time Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, Roman" size="3"> My sincerest apologies on behalf of Bobs Discount Furniture for the multiple inconveniences you have experienced with your productsI have sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector sent by [redacted] to your residence and I am happy to help you move forward in resolving your loveseat concerns I attempted to reach out to you via phone today to address your concerns verbally Please return my voicemail at your convenience at ###-###-#### Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: They showed up at my house at 2:and said that they were in their hour time frame I have explained to them that I can't be available until after pm I also sent a message thru facebook tonight and was told that they would not be sending a technician I paid for this service and the padding from the couch fell out tonight This problem needs to resolved and this is very poor business They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind! Sincerely, [redacted]
Good Morning Revdex.com, Our records indicate that the Sofa, Loveseat, Cocktail table, and the TV chest were delivered on 04/17/We initially reviewed photos of this merchandise in late October of and communicated to the customer that the concerns pictured were not coverable occurrences for replacement under the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there were no factory defects present The customer has since commanded that we review her account again and we have already set up a resolution for this dispute At this time the customer’s account shows that they are awaiting a service professional (scheduled for: 12.10.2015) to assess the reported damages and repair if possible under the terms of the ‘Service Policy’ we list on our sales receipt (and the customer commonly signs as agreed to at the time of purchase) Our responsibility as a business under the associated coverage on this merchandise is related strictly to factory defectsAgain our policy can be located on the original sales invoice or you may view the same information in the form of question/answer thru the below link to our website [redacted] We maintain confidence that the service professional arranged for will be able to provide satisfaction with repair and/or an alternate results for any factory defects presentIf there are no factory defects present we will be unable to offer the customer further recourse as the terms we communicate (whether written or verbally) at the time of sale and via our website are in place to keep resolutions fair for all customers alike Kind Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies to our customer for any disappointment they are encountering while seeking resolution under the protection plan purchased from us As we indicate on several documents provided and the time of purchase and via our website (link below) the accidental damage coverage provided under this plan is honored thru the [redacted] company, not Bobs Discount Furniture [redacted] Our records show that we (Bobs Discount Furniture) were made aware of this customer’s concern on and in following the terms of the protection plan purchased – arranged for a technician to be dispatched to this customer’s residence on Our technician’s report is posted below and indicates that the merchandise has been severely damaged within its environment Per Tech James Time in - Time out - CIFR CIFR cust had company and rqt'd tech leave after svc sofa / center of the isb / completely crushed in, causing the wood to push out through the osb CC/GOOD - looks as though somebody jumped on the sofa center - wood in the osb is sticking out ~8"No recourse available, unless through guardian lvst / front lsf leg / small scratch MFG/GOOD - tech able to touch up - UTS - COMP - OK As indicated under the plan (and via the customer’s original sales invoice) Bobs Discount Furniture is able to offer resolution for the concern of a factory defectWe are very sorry that our customer is experiencing any concern and apologize further that we are unable to offer recourse on an item that has suffered damages unrelated to a factory defect concern Kindest Regards, Stephanie Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Calibri"> We spoke with our customer this afternoon (10.20.2015) and scheduled to have the living room furniture removed for a refundWe have also included a partial delivery fee refund and a partial protection plan refund based on the price paid for the sectionalThe customer understands that they will be mailed a check for the refund amount once the merchandise has been removed from the home and returned to our distribution center We look forward to satisfying our customer with the delivery for the remaining dining room chair on and apologize to our customer for the disappointments they have experienced with this sales order overall
Good Afternoon Revdex.com- We received this concern via another source; we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer and will reply to the Revdex.com mediation service with any other concerns or questions We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the frustrations the damaged product and multiple services has caused our customer to experience Our records show that our technician repaired the defect in the bed and nightstand successfully on We care very much to assist our customers and gain their full satisfaction in our business and the products we sellIn regards to the bed (headboard, footboard, railings) and the nightstand(s) we have entered in a reselection credit so that the customer can visit one of our showrooms and reselect to a product that they feel better suits their needsAs a retailer it is our responsibility to provide the customer with a store credit based on their purchase price however if the customer selects merchandise of a higher value the customer will be directly responsible for the upchargeWe will also cover the cost of delivering the newly selected items and will expect to remove the current bed (headboard, footboard, railings) and the nightstand(s) the customer maintains in the home on the same date The credit number associated with the bed (headboard, footboard, railings) and the nightstand(s) is: [redacted] , if this credit is not used within two months it will expire on In regards to the mattress, the customer just had this mattress delivered (new) on 03/23/This was a warranty replacement and we delivered the exact mattress the customer picked out from our showroomOur records show no report of factory defect with the new mattress and therefore we would be unable to offer a resolution on an item that has no defect concernIf the customer has more to report as to why they are unhappy with the mattress they picked out that would initiate a service under their warranty coverage we will be happy to help at that time Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
This review I'm writing pertains to Bob's Discount Furniture customer service deptfor defective product I purchased the Bob's Lannister sectional couch and took delivery 12/1/It's a beautiful piece of furniture, but after just weeks of use, we notice one section out of the pieces to which the firmness of the seating support has failed and is no longer as firm as the other sectionsYou clearly sink down much further than the other sections and It is very uncomfortable as you feel as if your falling into the couch especially when reclinedI called Bob's product support; I was told they will send someone out to inspect the issue, I agreedThen I'm told they are only in my area once a week on ThursdaysThe soonest appointment is days from now and they'll confirm the appointment time hours priorI requested the appointment for the afternoon due to my schedule, then I was told they can't accommodate appointment requestsSo Buyer Beware! BOB'S DISCOUNT FURNITURE DOES NOT VALUE CUSTOMER SERVICE As I now have to take time off work and waste my vacation days waiting on them to fix the poor quality of furniture I received
Good Afternoon ***, size="3">I apologize that you are experiencing any dissatisfaction with the ‘ [redacted] ***’ protection plan you purchased thru us or any dissatisfaction with your merchandise [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, accidental coverage applies to a single instance of occurrence, and the document further encourages the consumer to read their full plan documents for a more detailed 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 your specific scenario our records do reflect that photos you provided were reviewed by the highest levels we have available in our Ce Technician DepartmentsThe photo review did not depict that the item would be repairable by sending you a technician alone and regretfully any warranty coverage you had with Bobs Discount Furniture directly expired nearly one year agoYour account does not depict any previous reports of concern with your warranty period and as a business we are directly liable for coverage within the one year guarantee for factory defects we express on our sales invoice Due to [redacted] being a third party company we are unable to offer resolutions for their coverage plan or overturn denial choices they have made and I am sincerely very sorry that there is no recourse that Bobs Discount Furniture can offer regarding your recliner Should you feel that for some reason the plan was misrepresented to you during the sale period (years ago) and wish to cancel the ‘ [redacted] ***’ protection plan and receive a refund on the cost you paid us for it ($49.99); we will offer to refund that to you via a corporate check that would take approximately 7-business days to arrive to you once the refund request has been submitted I look forward to hearing back from you via this Revdex.com channel you have opened Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] Thank you for your quick responseHere are the pictures you requested Sincerely, [redacted]
Good Afternoon Revdex.com, I reached out to this customer by phone today, she was not available to speak with me regarding her account as she was busy with other commitmentsI have emailed her my direct contact information and hope to hear from her soon so I can resolve her concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your [redacted] PlanI assure you that this plan is extremely valuable when used within the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended to cover multiple occurrences of damage as the detailed contract and the sales flyer, we provide at the time of sale, indicatesI believe [redacted] feels that this type of accident, causing damage to several items of furniture could have been prevented therefore they are unwilling to assist you furtherAs Bobs Discount Furniture is a separate company entirely we do not have the authority to overturn their judgments on claims I do apologize that the third party company who manages this plan did not apply any care and empathy to your case when you initially called and I have reviewed your case in further detail as well as reviewed the photos you submitted to the [redacted] company Like many other protection plans, sold on automobiles, electronics, and home appliances, there is a reasonable expectation that the merchandise has been kept in overall good condition prior to the accidental occurrence of damage being reportedAs depicted in the photos your merchandise is in great condition besides the damages you are reporting from ‘nail polish remover’Bobs Discount Furniture will honor the terms of the [redacted] contract and offer you options for resolution in the same nature [redacted] would have if your claim was accepted under the protection plan you purchased The plan grants you unlimited parts and service repair for five years, in the event that the item cannot be repaired or parts will not fix the damage, the plan will pay for a one time replacement of the affected furnitureShould you choose the replacement option or if the replacement option is necessary the one time replacement fulfills the agreement of your protection plan and the plan is no longer active on the items that have been replaced I am not entirely certain we can service this damage back to showroom quality but if you would like to visit this option first we can attempt to repair the damage for you Should you wish to have the affected items replaced and use up the [redacted] Protection you purchased on these items you may also select this option and we can schedule to have these pieces even exchanged for you As you have opened a claim thru the Revdex.com channel you may respond to me directly thru this channel indicating how you would like to proceed or you can contact our Customer Care Offices at ###-###-#### to schedule the service or one time exchange on the affected pieces Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to itBut the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pitAnd if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughlyAnd if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $lower the original price which doesn’t make sense where the other items were marked as less than half of its valuePlease ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came Sincerely, [redacted] ***
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with Our records indicate that we made direct contact with this customer (off of a posting thru another channel) on At this time our customer has accepted a compensation offer from us and our records reflect that we have provided them with the most accurate information we have in reference to their pending ottoman delivery We thank our customer for escalating their concern so that we can address the obvious coaching concerns revealed to us and apologize again for any aggravation our failures have caused them to experience
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 We have honored the customer’s request for a refund of the delivery fee ($229.99) as a form of our apology In addition to this, due to the added issue of the customer having to go to the store to pickup the foundation, I would like to offer an E-Gift Card in the amount of $ We do not normally offer an additional compensation beyond refunding the delivery fee, but I do believe this customer is owed an additional apology Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few daysNearly days later I have received no such follow up as promisedIt seems as though bobs cannot get on the same page as one response different from the nextI have allowed for ample time to at least be followed up withAt this point, I'd like that pick up be arranged and I will chose a different sofaBecause this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchaseThis sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the startIf I do not receive communication within hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employeesThis experience has been just as atrocious as the furniture itselfAs stated previously, bobs has had more than ample time to implement a resolution of some sortThis game of bait and switch will be reported Sincerely, [redacted]
face="Calibri">Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer is experiencing with the bed that they purchasedI assure our customer that the bed delivered and assembled was the exact replica of the model displayed and assembled within our showroom on date of purchase Although our technician confirmed on that the concern present did not stem from any manufacturing concern within the merchandise and the customer is outside of the warranty period we disclosed at time of purchase we have provided a courtesy offer for resolution below Please note we do sell additional support systems at cost for consumers whose preference needs require more support under the bed then what the manufacturer views as and adequateWe also sell a number of headboards that can be hooked to a metal frame should this option make a consumer feel more secure with overall stability As a one time courtesy we can offer to provide a store credit based on the amount paid to us for the BED only (BED = Headboard, footboard, railings per sales invoice)With this store credit the customer is able to re visit any of our showrooms and select a different bed that may suit their needs better As an additional courtesy we will offer to cover the cost of delivering the new merchandise selected and we will expect to remove the current bed from the customer’s home when the new bed is delivered Please ask that our customer respond to us via the Revdex.com to make us aware of their acceptance of this resolution offerOnce accepted we will create the credit and have our retail location reach out to our customer to make them aware of the credit being activated Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I will happily send photosHowever I do not appreciate your being so crass with me with your "ccustomer moved the furniture miles outside our service area"I have said it times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issueCovering your tracks with lies a
s fuel to this fire bobs startedPlease pull these phone calls and discontinue the blame game as if it is my faultI also have witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at allI "moved miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NYPlease get your facts straight and stop acting as if I have done something wrongThis is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus farI am also STILL waiting on a call from a manager that I was promisedPer the company's rating, unfortunately this kind of behavior seems to be company standard Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have a [redacted] Chest for $that was returned I do not see that anywhere If you add that to the bedroom set of $it some to $799, not $which should have included taxAlso the post floor lamp of $should be there too, unsure if that was taken off or not Also the [redacted] Plus was returned for $ Do not see that anywhere eitherAgain, my total with tax for the items that I have in my house at this time, with tax and everything I paid should be $ I don't completely understand why no one at Bob's can go over this with me and resolve this issue They contracted the delivery men out, did not take back the furniture on day one, refused to take it back Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned This is bad business and very poor customer serviceAgain I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all Sincerely, [redacted]
Good Afternoon Revdex.com, Our policy fully discloses that the mattress only is refundableSee my previous response (below) with the bold highlight added for reference We have made special accommodations for this customer by removing the mattress from their home on While we apologize that the non toxic odor smell became unbearable for our customer we are unable to make any other exceptions to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the mattress: [redacted] The phone number provided is not to our Customer Care Office, as indicated that is our retail location and I personally took care off all paperwork needed and provided the directions so the customer’s call would be hassle free Please note as the customer is communicating their desired settlement has been reached by using an alternative avenue the customer’s concern has been fully resolved at this time Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, Roman" size="3"> My sincerest apologies on behalf of Bobs Discount Furniture for the multiple inconveniences you have experienced with your productsI have sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector sent by [redacted] to your residence and I am happy to help you move forward in resolving your loveseat concerns I attempted to reach out to you via phone today to address your concerns verbally Please return my voicemail at your convenience at ###-###-#### Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: They showed up at my house at 2:and said that they were in their hour time frame I have explained to them that I can't be available until after pm I also sent a message thru facebook tonight and was told that they would not be sending a technician I paid for this service and the padding from the couch fell out tonight This problem needs to resolved and this is very poor business They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind! Sincerely, [redacted]
Good Morning Revdex.com, Our records indicate that the Sofa, Loveseat, Cocktail table, and the TV chest were delivered on 04/17/We initially reviewed photos of this merchandise in late October of and communicated to the customer that the concerns pictured were not coverable occurrences for replacement under the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there were no factory defects present The customer has since commanded that we review her account again and we have already set up a resolution for this dispute At this time the customer’s account shows that they are awaiting a service professional (scheduled for: 12.10.2015) to assess the reported damages and repair if possible under the terms of the ‘Service Policy’ we list on our sales receipt (and the customer commonly signs as agreed to at the time of purchase) Our responsibility as a business under the associated coverage on this merchandise is related strictly to factory defectsAgain our policy can be located on the original sales invoice or you may view the same information in the form of question/answer thru the below link to our website [redacted] We maintain confidence that the service professional arranged for will be able to provide satisfaction with repair and/or an alternate results for any factory defects presentIf there are no factory defects present we will be unable to offer the customer further recourse as the terms we communicate (whether written or verbally) at the time of sale and via our website are in place to keep resolutions fair for all customers alike Kind Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies to our customer for any disappointment they are encountering while seeking resolution under the protection plan purchased from us As we indicate on several documents provided and the time of purchase and via our website (link below) the accidental damage coverage provided under this plan is honored thru the [redacted] company, not Bobs Discount Furniture [redacted] Our records show that we (Bobs Discount Furniture) were made aware of this customer’s concern on and in following the terms of the protection plan purchased – arranged for a technician to be dispatched to this customer’s residence on Our technician’s report is posted below and indicates that the merchandise has been severely damaged within its environment Per Tech James Time in - Time out - CIFR CIFR cust had company and rqt'd tech leave after svc sofa / center of the isb / completely crushed in, causing the wood to push out through the osb CC/GOOD - looks as though somebody jumped on the sofa center - wood in the osb is sticking out ~8"No recourse available, unless through guardian lvst / front lsf leg / small scratch MFG/GOOD - tech able to touch up - UTS - COMP - OK As indicated under the plan (and via the customer’s original sales invoice) Bobs Discount Furniture is able to offer resolution for the concern of a factory defectWe are very sorry that our customer is experiencing any concern and apologize further that we are unable to offer recourse on an item that has suffered damages unrelated to a factory defect concern Kindest Regards, Stephanie Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Calibri"> We spoke with our customer this afternoon (10.20.2015) and scheduled to have the living room furniture removed for a refundWe have also included a partial delivery fee refund and a partial protection plan refund based on the price paid for the sectionalThe customer understands that they will be mailed a check for the refund amount once the merchandise has been removed from the home and returned to our distribution center We look forward to satisfying our customer with the delivery for the remaining dining room chair on and apologize to our customer for the disappointments they have experienced with this sales order overall
Good Afternoon Revdex.com- We received this concern via another source; we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer and will reply to the Revdex.com mediation service with any other concerns or questions We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the frustrations the damaged product and multiple services has caused our customer to experience Our records show that our technician repaired the defect in the bed and nightstand successfully on We care very much to assist our customers and gain their full satisfaction in our business and the products we sellIn regards to the bed (headboard, footboard, railings) and the nightstand(s) we have entered in a reselection credit so that the customer can visit one of our showrooms and reselect to a product that they feel better suits their needsAs a retailer it is our responsibility to provide the customer with a store credit based on their purchase price however if the customer selects merchandise of a higher value the customer will be directly responsible for the upchargeWe will also cover the cost of delivering the newly selected items and will expect to remove the current bed (headboard, footboard, railings) and the nightstand(s) the customer maintains in the home on the same date The credit number associated with the bed (headboard, footboard, railings) and the nightstand(s) is: [redacted] , if this credit is not used within two months it will expire on In regards to the mattress, the customer just had this mattress delivered (new) on 03/23/This was a warranty replacement and we delivered the exact mattress the customer picked out from our showroomOur records show no report of factory defect with the new mattress and therefore we would be unable to offer a resolution on an item that has no defect concernIf the customer has more to report as to why they are unhappy with the mattress they picked out that would initiate a service under their warranty coverage we will be happy to help at that time Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
This review I'm writing pertains to Bob's Discount Furniture customer service deptfor defective product I purchased the Bob's Lannister sectional couch and took delivery 12/1/It's a beautiful piece of furniture, but after just weeks of use, we notice one section out of the pieces to which the firmness of the seating support has failed and is no longer as firm as the other sectionsYou clearly sink down much further than the other sections and It is very uncomfortable as you feel as if your falling into the couch especially when reclinedI called Bob's product support; I was told they will send someone out to inspect the issue, I agreedThen I'm told they are only in my area once a week on ThursdaysThe soonest appointment is days from now and they'll confirm the appointment time hours priorI requested the appointment for the afternoon due to my schedule, then I was told they can't accommodate appointment requestsSo Buyer Beware! BOB'S DISCOUNT FURNITURE DOES NOT VALUE CUSTOMER SERVICE As I now have to take time off work and waste my vacation days waiting on them to fix the poor quality of furniture I received
Good Afternoon ***, size="3">I apologize that you are experiencing any dissatisfaction with the ‘ [redacted] ***’ protection plan you purchased thru us or any dissatisfaction with your merchandise [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, accidental coverage applies to a single instance of occurrence, and the document further encourages the consumer to read their full plan documents for a more detailed 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 your specific scenario our records do reflect that photos you provided were reviewed by the highest levels we have available in our C
e Technician DepartmentsThe photo review did not depict that the item would be repairable by sending you a technician alone and regretfully any warranty coverage you had with Bobs Discount Furniture directly expired nearly one year agoYour account does not depict any previous reports of concern with your warranty period and as a business we are directly liable for coverage within the one year guarantee for factory defects we express on our sales invoice Due to [redacted] being a third party company we are unable to offer resolutions for their coverage plan or overturn denial choices they have made and I am sincerely very sorry that there is no recourse that Bobs Discount Furniture can offer regarding your recliner Should you feel that for some reason the plan was misrepresented to you during the sale period (years ago) and wish to cancel the ‘ [redacted] ***’ protection plan and receive a refund on the cost you paid us for it ($49.99); we will offer to refund that to you via a corporate check that would take approximately 7-business days to arrive to you once the refund request has been submitted I look forward to hearing back from you via this Revdex.com channel you have opened Kind Regards, [redacted] Bobs Discount Furniture [redacted]