Complaint: [redacted] I am rejecting this response because: [redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we sayPart of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several timesWith that said, I've also filed a complaint with the attorney generalI'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not Sincerely, [redacted]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration We can offer this customer the option of have the bed assembled during the delivery of the rug on 5/28/ This has been added to the route in the event the customer would like it completed at that time I tried to call the customer 5/27/1:45pm the voicemail was full and I was not able to leave a message I have set up the property claim for the TV The depot will be reaching out to the customer regarding this claim This company, [redacted] , employees the team that made the delivery If this customer would like to call in to customer care regarding the possibility of having someone come out 5/27/for the bed, they can advise when the they are home and we can see if it is possible to get someone out, or the customer can wait and we can definitely have this completed when the team delivers the rug This customer is absolutely entitled to compensation for the multiple deliveries, missing merchandise and poor delivery We do only offer compensation one time, once the delivery is completed This compensation is offered as a Bob’s Gift Card I will check back on this customer when I return to the office Tuesday If I do not see that the customer has discussed and accepted compensation I will reach out at that time to discuss Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] Hello, in response to Bobs furniture message back to me, please see belowThe mattress was purchased at the [redacted] store back in Sold to EITHER [redacted] Billing address was [redacted] Phone numbers either: [redacted] ; [redacted] ; [redacted] Delivery address: [redacted] These was a barcode slip of paper attached to the bed Here is what it hasBOBS [redacted] [redacted] THANKS, [redacted]
Complaint: [redacted] I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any timeThe PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customerThey clearly stated it was a layaway & not anything differentNor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their storeNo one in the [redacted] Bobs Furniture Store that I spoke (which was at least different people explained your so called policy nor did I sign this agreement that you attached! Sincerely, [redacted] ***
Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We are sincerely sorry that this customer is not completely satisfied with the [redacted] set purchased in We sent our technician to the home in June 15th The technician did determine that there are defects in the merchandise The replacement parts were ordered As we do not manufacture merchandise we do have to order the parts from the vendor The vendor then ships to the customer directly This vendor does regularly require 12-weeks ship time 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 “Outlet” 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 Call Bob's at ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday If this customer would like to reselect to a different set we can offer a courtesy reselection This would fulfill the one time replacement on the [redacted] protection plan, so that would not carry over We would be able to offer a $plus tax reselection credit If the customer would prefer to proceed with this option rather then waiting on the parts please accept the offer through the Revdex.com mediation site and we will create the paperwork and send it directly to the customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the furniture has failed to meet your quality expectationsYour Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison teamAfter researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee The representative called you on June 26, and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-days after pick up we will issue the refund.Thank you, [redacted] **
Good Afternoon italic;">***, I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our team are very important and concerning to usYou deserve only the best service, especially when you visit Bobs and I apologize again that we let you down Our records further indicate that your order was canceled on 5/16/ The refund was sent over to [redacted] on 5/17/ Per [redacted] policy this does normally take 3-business days to post back to a customer’s account This is their policy, not Bob’s As much as we would like to be able to, we can not force them to return funds any differently then what is stated on their own website Please see attached, I copied their policy where it does clearly state 3-business days I would expect that the funds be completely reallocated to your method of payment by this Wednesday (5.25.2016), if this is not the case, please feel welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time, you are waiting on the refund due to the processing time associated with [redacted] I apologize again for the inconvenience our failures caused you and genuinely hope that you will provide us with another opportunity to earn your trust back in our business in the future Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is minutes from my homeThe mattress is greatHOWEVER, their delivery people [redacted] LEMONSI'm over I could have picked up the mattress from the store as I have an SUV and someone who could have helpedBut I needed to have the old mattress removedThe sales person Imani told me that if I paid $for delivery, they WOULD take the old mattress awayNO qualifications were statedThe delivery driver was a NASTY piece of workWe had the old mattress ALREADY down on the first floor by the door to save the delivery man time and workThe old mattress had a water stain due to a FIRE in my house.He refused to take the old mattressSaid 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it(I had packaging tape and a box cutter handy)He REFUSED to wait for the minutes it would have takenI would have refused the delivery if I didn't NEED the new mattressThe driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the doorThey didn't even bother to remove the plastic it was wrapped in*I [redacted] had to struggle to take it offThose mattresses are HEAVYI spent HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their partI WAS REFUSED TWICEI WILL NEVER BUY FROM BOB'S AGAIN They can go to H___I have NEVER had a company not try to placate a customer is SOME wayThey would not budge an INCHBUYER BEWARE
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted] ***....over $11,worth of furnitureA couch for myself and an apartment full of furniture for my sonOne of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over year call guardian, it is covered under goof proofI called guardian and was asked what the discoloration was fromMy first mistake was to answer honestly and explain "I did not know what the discoloration was from" [redacted] n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted] n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spotsAn email was sent to figure out how to reopen the case with guardianAfter multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repairedA letter then arrived from [redacted] n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of businessI certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business
Dear Revdex.com,I spoke with [redacted] regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our [redacted] store, he agreed to honor her requestA $store credit was applied to [redacted] 's account and a new order for the power recliners was entered; delivery is scheduled for June 26, 2015.The recliners [redacted] purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we deliveredThis issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you, [redacted] **
Good Afternoon Revdex.com- We are very sorry that this customer did not completely understand the discount on the chair We understand from store management that at the time the sale was written up, this customer had asked for the discounted price, it was explained to the customer, before the purchase was completed, that the chairs that this customer was ordering would be full price, as they were brand new factory fresh merchandise, not floor models The customer had the option of completing the sale or canceling at that time The customer completed the sale with knowledge of the price point We have attached a copy of the tag that is attached to every floor model We do believe that it is clearly labeled that the discount is for the floor model only, it is listed across the bottom of every hang tag, “floor sample merchandise is sold “AS IS” with no warranty, returns or delivery available” We are sorry that this customer feels that they were misled We do feel that the tags adequately reflect that the discount is for floor models only We can not extend any offer to discount these pieces Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We made a large purchase from this store with our debit card It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within hours to return it We were told that our only option is a month store credit that expires after monthsThere will be no refund of money An account manager on the line told us that is in the contract that we signed We have no copy of a contract or anything in writing that states this return policy After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option) The manager this day at the store said she would call corporate to see if she can get a refund of our balance Corporate rejected the request and we were told we were out of luck This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAMTo this day, we have NOTHING in writing of a month store credit that expires if you don't use it within months as part of Bob's return policy
Good Morning Revdex.com- New Roman" size="3"> We absolutely agree that this issue has not been handled correctly This customer reported the issue while in warranty If there had not been bad weather, the tech would have gone to the home within warranty We still would have offered parts, as that is what our service policy dictates, but, the part order would be due now Because there have been several mistakes and miscommunications on this customer’s account we will make an offer of resolution We will not be able to extend an offer of refund In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)This paperwork is already in the system, the customer can visit any store and reselect to another piece When this customer goes to the store, the customer should tell the store that they are there for a reselection The store will use the credit to pay for the new merchandise and schedule the delivery and the pickup at the same time As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%We will waive a new delivery fee as well The delivery and the removal of this Maggie will take place on the same day so the customer will not be without a sofa at any time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We are very sorry that this customer is not completely satisfied with the adjustable bed the purchased from Bob’s Bob’s Discount Furniture has one of the most comprehensive mattress comfort policies in the industry This policy is for the mattress only I am sorry if the customer feels there was any miscommunication from the store in explaining this policy It is noted on each customer’s sales order, directly above where the customer signs at time of purchase There are two areas on the sales order that I would like to call attention to The first area is under the Refunds and Cancelation Policy: You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up The other area to note is the Mattress Satisfaction Policy: If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ###-###-#### within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only This does state that only the mattress is included in the return policy We did have our tech come out to the home on 8.17.16, determined that there were no manufacturing defects present in this set We would not be able to return this merchandise on a preference issue If the customer is finding the mattresses to be uncomfortable, we can certainly offer the comfort reselection they are entitled to Bases are not eligible for return I have attached a copy of this customer’s specific sales order for review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I believe that ***’s complaint should be resolved at this timeI have just finished sending the customer a verification email in regards to the compensation agreements we made and have completely processed to ***At this point I respectfully ask that [redacted] close his complaint or inform me on how he requires assistance further, I have made it clear to [redacted] on several occasions that I am always available to directly assist him through my email address or my direct phone number Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Afternoon Revdex.com, size="3">Please pass on our deepest apologies to our customer for the poor service and customer care experiences he outlines to have occurred I attempted to look up the photographs that the customer states they sent into our photo box and I was unable to locate these I am happy to research this claim further with our Service Management Team and follow up with this customer on what possible options for resolution we may have to provide him with after I am able to review photos Please ask that the customer send these photos thru this Revdex.com channel for further assistance on this claim Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, There were no reports made of concern to Bobs Discount Furniture within the factory guarantee periodThe evidence shows an overwhelming amount of accumulated damages present to this merchandiseThe amount of damage that exists combined with the fact that it continued to occur while being unreported validates one reason for coverage denial The protection plan that was purchased, as it is named Goof Proof, is designed to cover incidents of damage that occur from accidentsBobs Discount Furniture is proud to offer our customers the best quality merchandise at the best price point possible and we do apologize that this furniture has not met [redacted] ’s view of value As a consumer I know that a time of purchase is an exciting time and it is easy for information to be misinterpreted or even explained to me in general termsI am confident that our sales professionals would never offer an item to any customer that isn’t worth its price point in value As a courtesy, Bobs Discount Furniture has processed the necessary paperwork to refund the protection plan associated with this merchandiseThe original method of payment on this account was cash so the customer can expect to receive a check from us within the next 7-business daysThe refund has been processed in the amount of $and the check will be sent to: [redacted] / [redacted] *** as this is the listed account holder/shipping address we haveIf the address needs to be updated the account holder will be expected to visit a Bobs store with a government issued ID card to make this changeIf [redacted] should want proof of this refund being processed she may visit her store location and ask for this order number to be printed for her records – Order number: [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size=3> I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: [redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we sayPart of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several timesWith that said, I've also filed a complaint with the attorney generalI'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not Sincerely, [redacted]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration We can offer this customer the option of have the bed assembled during the delivery of the rug on 5/28/ This has been added to the route in the event the customer would like it completed at that time I tried to call the customer 5/27/1:45pm the voicemail was full and I was not able to leave a message I have set up the property claim for the TV The depot will be reaching out to the customer regarding this claim This company, [redacted] , employees the team that made the delivery If this customer would like to call in to customer care regarding the possibility of having someone come out 5/27/for the bed, they can advise when the they are home and we can see if it is possible to get someone out, or the customer can wait and we can definitely have this completed when the team delivers the rug This customer is absolutely entitled to compensation for the multiple deliveries, missing merchandise and poor delivery We do only offer compensation one time, once the delivery is completed This compensation is offered as a Bob’s Gift Card I will check back on this customer when I return to the office Tuesday If I do not see that the customer has discussed and accepted compensation I will reach out at that time to discuss Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] Hello, in response to Bobs furniture message back to me, please see belowThe mattress was purchased at the [redacted] store back in Sold to EITHER [redacted] Billing address was [redacted] Phone numbers either: [redacted] ; [redacted] ; [redacted] Delivery address: [redacted] These was a barcode slip of paper attached to the bed Here is what it hasBOBS [redacted] [redacted] THANKS, [redacted]
Complaint: [redacted] I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any timeThe PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customerThey clearly stated it was a layaway & not anything differentNor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their storeNo one in the [redacted] Bobs Furniture Store that I spoke (which was at least different people explained your so called policy nor did I sign this agreement that you attached! Sincerely, [redacted] ***
Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We are sincerely sorry that this customer is not completely satisfied with the [redacted] set purchased in We sent our technician to the home in June 15th The technician did determine that there are defects in the merchandise The replacement parts were ordered As we do not manufacture merchandise we do have to order the parts from the vendor The vendor then ships to the customer directly This vendor does regularly require 12-weeks ship time 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 “Outlet” 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 Call Bob's at ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday If this customer would like to reselect to a different set we can offer a courtesy reselection This would fulfill the one time replacement on the [redacted] protection plan, so that would not carry over We would be able to offer a $plus tax reselection credit If the customer would prefer to proceed with this option rather then waiting on the parts please accept the offer through the Revdex.com mediation site and we will create the paperwork and send it directly to the customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the furniture has failed to meet your quality expectationsYour Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison teamAfter researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee The representative called you on June 26, and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-days after pick up we will issue the refund.Thank you, [redacted] **
Good Afternoon italic;">***, I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our team are very important and concerning to usYou deserve only the best service, especially when you visit Bobs and I apologize again that we let you down Our records further indicate that your order was canceled on 5/16/ The refund was sent over to [redacted] on 5/17/ Per [redacted] policy this does normally take 3-business days to post back to a customer’s account This is their policy, not Bob’s As much as we would like to be able to, we can not force them to return funds any differently then what is stated on their own website Please see attached, I copied their policy where it does clearly state 3-business days I would expect that the funds be completely reallocated to your method of payment by this Wednesday (5.25.2016), if this is not the case, please feel welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time, you are waiting on the refund due to the processing time associated with [redacted] I apologize again for the inconvenience our failures caused you and genuinely hope that you will provide us with another opportunity to earn your trust back in our business in the future Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is minutes from my homeThe mattress is greatHOWEVER, their delivery people [redacted] LEMONSI'm over I could have picked up the mattress from the store as I have an SUV and someone who could have helpedBut I needed to have the old mattress removedThe sales person Imani told me that if I paid $for delivery, they WOULD take the old mattress awayNO qualifications were statedThe delivery driver was a NASTY piece of workWe had the old mattress ALREADY down on the first floor by the door to save the delivery man time and workThe old mattress had a water stain due to a FIRE in my house.He refused to take the old mattressSaid 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it(I had packaging tape and a box cutter handy)He REFUSED to wait for the minutes it would have takenI would have refused the delivery if I didn't NEED the new mattressThe driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the doorThey didn't even bother to remove the plastic it was wrapped in*I [redacted] had to struggle to take it offThose mattresses are HEAVYI spent HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their partI WAS REFUSED TWICEI WILL NEVER BUY FROM BOB'S AGAIN They can go to H___I have NEVER had a company not try to placate a customer is SOME wayThey would not budge an INCHBUYER BEWARE
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted] ***....over $11,worth of furnitureA couch for myself and an apartment full of furniture for my sonOne of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over year call guardian, it is covered under goof proofI called guardian and was asked what the discoloration was fromMy first mistake was to answer honestly and explain "I did not know what the discoloration was from" [redacted] n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted] n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spotsAn email was sent to figure out how to reopen the case with guardianAfter multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repairedA letter then arrived from [redacted] n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of businessI certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business
Dear Revdex.com,I spoke with [redacted] regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our [redacted] store, he agreed to honor her requestA $store credit was applied to [redacted] 's account and a new order for the power recliners was entered; delivery is scheduled for June 26, 2015.The recliners [redacted] purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we deliveredThis issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you, [redacted] **
Good Afternoon Revdex.com- We are very sorry that this customer did not completely understand the discount on the chair We understand from store management that at the time the sale was written up, this customer had asked for the discounted price, it was explained to the customer, before the purchase was completed, that the chairs that this customer was ordering would be full price, as they were brand new factory fresh merchandise, not floor models The customer had the option of completing the sale or canceling at that time The customer completed the sale with knowledge of the price point We have attached a copy of the tag that is attached to every floor model We do believe that it is clearly labeled that the discount is for the floor model only, it is listed across the bottom of every hang tag, “floor sample merchandise is sold “AS IS” with no warranty, returns or delivery available” We are sorry that this customer feels that they were misled We do feel that the tags adequately reflect that the discount is for floor models only We can not extend any offer to discount these pieces Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We made a large purchase from this store with our debit card It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within hours to return it We were told that our only option is a month store credit that expires after monthsThere will be no refund of money An account manager on the line told us that is in the contract that we signed We have no copy of a contract or anything in writing that states this return policy After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option) The manager this day at the store said she would call corporate to see if she can get a refund of our balance Corporate rejected the request and we were told we were out of luck This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAMTo this day, we have NOTHING in writing of a month store credit that expires if you don't use it within months as part of Bob's return policy
Good Morning Revdex.com- New Roman" size="3"> We absolutely agree that this issue has not been handled correctly This customer reported the issue while in warranty If there had not been bad weather, the tech would have gone to the home within warranty We still would have offered parts, as that is what our service policy dictates, but, the part order would be due now Because there have been several mistakes and miscommunications on this customer’s account we will make an offer of resolution We will not be able to extend an offer of refund In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)This paperwork is already in the system, the customer can visit any store and reselect to another piece When this customer goes to the store, the customer should tell the store that they are there for a reselection The store will use the credit to pay for the new merchandise and schedule the delivery and the pickup at the same time As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%We will waive a new delivery fee as well The delivery and the removal of this Maggie will take place on the same day so the customer will not be without a sofa at any time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Quality of furniture is extremely poor, it does not last very long, and it's hard to get to go for people to come out and fix anything probably
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We are very sorry that this customer is not completely satisfied with the adjustable bed the purchased from Bob’s Bob’s Discount Furniture has one of the most comprehensive mattress comfort policies in the industry This policy is for the mattress only I am sorry if the customer feels there was any miscommunication from the store in explaining this policy It is noted on each customer’s sales order, directly above where the customer signs at time of purchase There are two areas on the sales order that I would like to call attention to The first area is under the Refunds and Cancelation Policy: You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up The other area to note is the Mattress Satisfaction Policy: If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ###-###-#### within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only This does state that only the mattress is included in the return policy We did have our tech come out to the home on 8.17.16, determined that there were no manufacturing defects present in this set We would not be able to return this merchandise on a preference issue If the customer is finding the mattresses to be uncomfortable, we can certainly offer the comfort reselection they are entitled to Bases are not eligible for return I have attached a copy of this customer’s specific sales order for review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I believe that ***’s complaint should be resolved at this timeI have just finished sending the customer a verification email in regards to the compensation agreements we made and have completely processed to ***At this point I respectfully ask that [redacted] close his complaint or inform me on how he requires assistance further, I have made it clear to [redacted] on several occasions that I am always available to directly assist him through my email address or my direct phone number Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Afternoon Revdex.com, size="3">Please pass on our deepest apologies to our customer for the poor service and customer care experiences he outlines to have occurred I attempted to look up the photographs that the customer states they sent into our photo box and I was unable to locate these I am happy to research this claim further with our Service Management Team and follow up with this customer on what possible options for resolution we may have to provide him with after I am able to review photos Please ask that the customer send these photos thru this Revdex.com channel for further assistance on this claim Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, There were no reports made of concern to Bobs Discount Furniture within the factory guarantee periodThe evidence shows an overwhelming amount of accumulated damages present to this merchandiseThe amount of damage that exists combined with the fact that it continued to occur while being unreported validates one reason for coverage denial The protection plan that was purchased, as it is named Goof Proof, is designed to cover incidents of damage that occur from accidentsBobs Discount Furniture is proud to offer our customers the best quality merchandise at the best price point possible and we do apologize that this furniture has not met [redacted] ’s view of value As a consumer I know that a time of purchase is an exciting time and it is easy for information to be misinterpreted or even explained to me in general termsI am confident that our sales professionals would never offer an item to any customer that isn’t worth its price point in value As a courtesy, Bobs Discount Furniture has processed the necessary paperwork to refund the protection plan associated with this merchandiseThe original method of payment on this account was cash so the customer can expect to receive a check from us within the next 7-business daysThe refund has been processed in the amount of $and the check will be sent to: [redacted] / [redacted] *** as this is the listed account holder/shipping address we haveIf the address needs to be updated the account holder will be expected to visit a Bobs store with a government issued ID card to make this changeIf [redacted] should want proof of this refund being processed she may visit her store location and ask for this order number to be printed for her records – Order number: [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size=3> I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison