Good Afternoon Dennis, yes;"> I’m sorry to learn of the frustration you are experiencing with your product and assure you that should you be experiencing any factory defect concern Bobs Discount Furniture truly wants to help you move forward under the provisions of your ‘Goof Proof Plus’ protection plan In regards to the calls and visits you have been receiving for payment, these are in no way related to Bobs Discount FurnitureAs a consumer and an individual you made a choice and signed a payment agreement with a company called ‘Acceptance Now’ at the time of purchaseThe debt you owe to this company is not the concern or responsibility of Bobs Discount Furniture nor are we permitted into the recordings or actions of this third party companyShould you continue to not honor the contractual agreement you signed with this company you can expect that the dispute and action from ‘Acceptance Now’ will surely continue I apologize if you have had continued trouble getting thru to our Customer Care Offices as you have cited that you have attempted to reach out to us multiple timesWe have been continually receiving incoming customer calls into our call center everyday with no reported systems issuesThe last record we have under your account is from a technician that visited your home on to address a concern you had with the left side facing sofaThis technician did not report finding any defects within this item and indicated to us that he could not complete a courtesy repair as the concern was not the result of a defect and the repair time would have held him in your home for three hours plusYour warranty thru Bobs Discount Furniture is for coverage on factory defect concerns only As an extreme one time courtesy we have uploaded the necessary paperwork to your customer account to replace the left arm facing sofa for you with a factory fresh model (for your records these order numbers are: [redacted] & [redacted] ).Please note that we still do stand by the integrity of our technician’s report and should a concern present itself in the future where our factory trained professional deems no manufacturing defect present Bobs Discount Furniture will be unable to provide you with an option for recourse As I am certain our incoming Customer Care phone lines are working at full capacity please contact our Customer Care Offices to schedule a delivery date that works best for you, based off of the product’s availability Customer Care is available to you via [redacted] (Mon – Sat: 6:30am -8:00pm or Sunday 10:30am -7:00pm) Sincerely, [redacted] *orporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, Our records indicate that this complaint has been resolved as of Bobs has reached out to our valuable customer and agreed to cover certain costs associated with replacing this merchandiseWe worked directly with the [redacted] company to ensure that our customer gets the resolution she truly deserves for her concernPlease extend my apologies that this issue has caused her so much stress and anxietyHer reselection credit number is: [redacted] and will expire on if it is not used towards selecting a new sofa before that timeWe have also taken on the responsibility of covering the cost to deliver her new selection; we genuinely hope that she believes in Bobs Discount Furniture again Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, We are very sorry that this customer is having issues with the purchase There is no record of the customer reporting that there was any issue with the chair There are notes that the customer wanted to reselect on the entire set If we are offering to include pieces that are not defective, there would be a usage fee involved If the customer believes the chair has the same issue as the sofa, we ask the customer to submit phots of the issue with the chair seat Please take color photos, to the Revdex.com mediation site One close up of the seat showing the defect and one from a few feet back, showing the defect If we can confirm that the chair has the same issue as the sofa, we can certainly offer the reselection Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our apologies to our customer for the disappointment he has experienced with the table he purchased from us Our records indicate that on the original date of service we spoke directly with [redacted] and confirmed the reasons why we were unable to offer an even exchange on the table Per our records on 6.14.2014: [redacted] to table
Good Afternoon Revdex.com- We are very sorry for any miscommunication that has occurred We have reviewed the photos from the technician from day of service and the bed does have the correct number of slats The bed is supposed to have twelve slats and in the photo I can see there are twelve slats present I am not sure exactly which pieces that customer is missing or believes that there should be more of Is it possible there were slats missing and the technician added more? If the customer could submit a photo or give a more detailed description of what the concern is, we will discuss with our service department Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon BBB, I reached out to this customer directly today (10.23.2014) and left a message for her with my name and direct phone number. My hope is that she will call me back directly so that I can ensure her orders are scheduled as they should be and she receives the exact merchandise she expected in good condition. We apologize for any and all inconveniences our failures have caused our customer. Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care
I purchased a bedroom set with cash before thanksgiving The set was delivered two weeks later on December 5, minutes past the hour wait time with the footboard missingThe reorder was delivered on December 9, with a promise of compensation for the footboard and assembly of the bedOnce the bed was assembled it was discovered that the bed slacks to hold the mattress was missingCustomer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December I asked for an earlier date with little positive response from this customer service personI then asked the customer service person was it expected that I sleep on the floor for two weeks with no responseI asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep onThe customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, three days before her original order of the correct slacksAgain inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customerI am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encounteredI have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a jokeI have also and will spread the word to avoid bobs furniture at all costAfter this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furnitureThe customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacksI had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom setFinally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furnitureI'm really expecting to be kissed when being bumped on my head with their sweet response
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to completeIf you have problem be assured that it will not be taken careI will never shop there againI can't believe Revdex.com rating is A+
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Monique to rectify the situation and reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the customer is having issues with the pieces delivered in November We have reviewed the technician report form August 30, The technician reported the foam was bunched up on two footrests and he replaced the cores on those footrests We are unsure what the current issue is This complaint does not state what needs to be fixed The notes in the order state that there is an issue with a mechanism That would be the device that makes the chair recline That would have nothing to do with the technician service from August We are not able to offer the service for a Saturday The technician is routed over an hour away from this customer’s address We route different areas of the state each day We would not be able to offer this customer a Saturday service We do currently have this scheduled for the technician on We hope the issue the customer is experiencing will be corrected on Wednesday Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, 16px;"> We are very sorry that this customer is experiencing disappointment with the product they have purchased from Bobs Discount FurnitureWhile I understand the customer’s apprehension in receiving a replacement the fact remains that the current ottoman is not defectiveOur service technicians are highly educated by our manufacturers directly to ensure they can easily recognize what a factory defect in workmanship is verse damage caused accidentally or over time with more use than anticipated during productionAs a courtesy and because Bobs is a company that truly cares to resolve our customer’s concerns we have created an even exchange for this customer’s ottomanPlease ask that the customer contact our retail location at ###-###-#### (press number one on your keypad after you hear Bobs voice) to verify when the new ottoman will be available for their pickupOur records are indicating the ottoman should be there by tomorrow We ask that the customer bring the ottoman they currently have back to the pick up location in order to receive their factory fresh productThis courtesy even exchange does not affect the customer’s warranty through our Goof Proof Plus PlanThe ottoman remains warrantied for factory defects and most in home accidents through Here is the order number associated with the customer’s new ottoman: [redacted] I do expect the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended that our customer contact their store prior to coming to pick up any merchandise I apologize again to this customer for the run around and overall lack of care they have been presented with, a replacement ottoman would have been the resolution we accommodated this customer with if a defect had actually been present Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I am from the Harrisburg area After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity I called and talked to the manager and told him my concerns and that I was cancelling the order He asked me questions and answered each concern and was very professional and courteous throughout our l/hour discussion Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion I chose to go ahead with the order EVERYTHING went smoothly The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition I have no complaints whatsoever about this company All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the latter part of November We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Please note – This sales order remains unscheduled at this time as our records indicate we were told by a “Vivian” to leave it that way on
Hi thank you so much for the hell I appreciate it more then anythingHere is some information it is all under my husbands nameHis name is [redacted] , address [redacted] ***, customer ID will be under ###-###-####But please contact me at ###-###-####He is very upset with the situation, and would perfer me to deal with thisThank you again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Good Morning Jamie, face="Calibri">Your response was just received to us today (1.22.2015) thru the Revdex.com mediation channel you opened At this time our records indicate that the even exchange of the headboard and footboard pieces went successful on 1.16.2015, there are no other notes uploaded to your account to designate what may or may not have happened with the assembly of this bed on this dayAs our drivers provided us with an ‘OK’ result code we adopt the thoughts that the delivery was accepted by you and fully assembled in the manner you instructed the delivery team to operate in Regardless of your personal research or individual opinion, the ‘ [redacted] Bedroom’ is compliant with [redacted] Phase for formaldehyde emissionsThe fact continues to remain that Bobs Discount Furniture would never sell any merchandise that could potentially be harmful to our customers What continues to personally befuddle me is why, when you are so aggressively alleging that this furniture is harmful to you, you wouldn’t be seeking for our business to remove the product from your home? Should you and your husband both be experiencing such a terrible preference concern that it has driven you from your permanent place of resting wouldn’t it be more beneficial to the both of you to select a different piece of merchandise where the ‘new furniture smell’ does not bother you so? We offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountI apologize that anyone told you we don’t have items for sale for $ or less because we most certainly doWe have several cash and carry items that can be taken from our Showrooms or Pit locations as our free gift of apology As listed above, your account indicates that you have accepted the exchange and any merchandise concerns related to damage have been resolved as of -As the concerns with damage have been made right we are happy to process the $Bobs Discount Furniture Gift Card request we initially offered you as an apology for the frustrations caused to youAt this time we can offer to electronically load it to the internal cr you have with us or we can mail a physical gift card to you -On a separate note: Should you wish to have this bed removed from your home because of the preference concern you are experiencing we are happy to work above and beyond our company policy and remove the bed (headboard, footboard, rails) from your home for a monetary refundWhile this is far beyond our procedures to offer, I just cannot see how keeping a product you are so personally dissatisfied with would at all be constructive to you as a customer The accusations you feel necessary to communicate regarding the sale of potentially harmful merchandise are distasteful and defamatoryAs a retailer we are more than willing to work with you in a fair and adequate manner in an effort to gain your satisfaction Sincerely, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: the claim from years ago is a totally separate but similar casethat case was for the first time a spot got cleared of the colorso I was kind of hysterical this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make call for many spotsand of curse denied so I was told this is a worry free warrantywhen in fact they are only here to take money and not to provide service Sincerely, [redacted]
Good Morning Revdex.com, We have been in contact with [redacted] regarding this complaint and are working to resolve her concernsWe apologize for any and all inconveniences that we have caused [redacted] and we kindly ask that [redacted] continue to contact the Corporate Liaison she has been in touch with ( [redacted] *.) for further assistance in reaching and processing her resolution
Good Morning Ms [redacted] , Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize we were unable to accommodate your request for delivery after 3pm Our delivery is an all day service and whenever possible we make every attempt to honor specific delivery timeframe requestOur routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements We are unable to refund this charge however, I will inform store management of your concern with the sales associate Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused Sincerely, [redacted] ***
Good Afternoon Revdex.com, We apologize to our customer for any and all inconveniences that we caused them during their furniture purchase/deliveryOur records do indicate that we spoke with this customer on and the refund for the delivery fee paid is being processed back to the customer in the form of a corporate check In regards to the [redacted] *** refund the customer is requesting in their ‘desired settlement’, a full cancelation and refund of the plan is certainly possible as we offer this within days of the delivery occurring Should the customer wish to keep the five year protection plan we are unable to offer a monetary refund of any portion on this planThe plan is honored in part by a company called [redacted] [redacted] and in order for the plan to remain active in between our company and theirs the payment for the plan must remain processed on the original sales orderShould the customer wish to have this plan fully canceled and refunded please advise them to contact our Customer Care Offices to verbally request this at ###-###-#### (Monday – Sat 6:30a-8:00p) I apologize again for the frustration our customer had to experience overall due to our failures Thank You, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our apologies to our customer for the poor experience they feel to have endured overall during this purchase Our records indicate that the mattress protector has been canceled and refunded to the customer’s original financing accountWhile I agree with our customer that the [redacted] fee should have been waived and will certainly follow up with out retail location regarding the exception I feel should have been made, we are unable to offer further recourse on an item that no longer exists on a sales order While we do disclose to remove old bedding during the delivery of a new bedding sale it is an appropriate business practice that we trust our delivery drivers to make the determination as to whether the old bedding is toxic to the other customer’s merchandise on their truckRegardless of what the customer states the substances are on the mattress we cannot force a person into accepting receipt of a mattress they personally and professionally feel at risk withWe stand behind the choice of the delivery team to remove the old foundation but not the old mattress As a courtesy, I have created the necessary transaction to refund ½ of the customer’s delivery fee charged on this sales orderThe specific service of delivering the new bedding was provided as originally promised to this customerThis may take one full billing cycle to show up on the customer’s financing account but has been fully processed from our end Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Dennis, yes;"> I’m sorry to learn of the frustration you are experiencing with your product and assure you that should you be experiencing any factory defect concern Bobs Discount Furniture truly wants to help you move forward under the provisions of your ‘Goof Proof Plus’ protection plan In regards to the calls and visits you have been receiving for payment, these are in no way related to Bobs Discount FurnitureAs a consumer and an individual you made a choice and signed a payment agreement with a company called ‘Acceptance Now’ at the time of purchaseThe debt you owe to this company is not the concern or responsibility of Bobs Discount Furniture nor are we permitted into the recordings or actions of this third party companyShould you continue to not honor the contractual agreement you signed with this company you can expect that the dispute and action from ‘Acceptance Now’ will surely continue I apologize if you have had continued trouble getting thru to our Customer Care Offices as you have cited that you have attempted to reach out to us multiple timesWe have been continually receiving incoming customer calls into our call center everyday with no reported systems issuesThe last record we have under your account is from a technician that visited your home on to address a concern you had with the left side facing sofaThis technician did not report finding any defects within this item and indicated to us that he could not complete a courtesy repair as the concern was not the result of a defect and the repair time would have held him in your home for three hours plusYour warranty thru Bobs Discount Furniture is for coverage on factory defect concerns only As an extreme one time courtesy we have uploaded the necessary paperwork to your customer account to replace the left arm facing sofa for you with a factory fresh model (for your records these order numbers are: [redacted] & [redacted] ).Please note that we still do stand by the integrity of our technician’s report and should a concern present itself in the future where our factory trained professional deems no manufacturing defect present Bobs Discount Furniture will be unable to provide you with an option for recourse As I am certain our incoming Customer Care phone lines are working at full capacity please contact our Customer Care Offices to schedule a delivery date that works best for you, based off of the product’s availability Customer Care is available to you via [redacted] (Mon – Sat: 6:30am -8:00pm or Sunday 10:30am -7:00pm) Sincerely, [redacted] *orporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, Our records indicate that this complaint has been resolved as of Bobs has reached out to our valuable customer and agreed to cover certain costs associated with replacing this merchandiseWe worked directly with the [redacted] company to ensure that our customer gets the resolution she truly deserves for her concernPlease extend my apologies that this issue has caused her so much stress and anxietyHer reselection credit number is: [redacted] and will expire on if it is not used towards selecting a new sofa before that timeWe have also taken on the responsibility of covering the cost to deliver her new selection; we genuinely hope that she believes in Bobs Discount Furniture again Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, We are very sorry that this customer is having issues with the purchase There is no record of the customer reporting that there was any issue with the chair There are notes that the customer wanted to reselect on the entire set If we are offering to include pieces that are not defective, there would be a usage fee involved If the customer believes the chair has the same issue as the sofa, we ask the customer to submit phots of the issue with the chair seat Please take color photos, to the Revdex.com mediation site One close up of the seat showing the defect and one from a few feet back, showing the defect If we can confirm that the chair has the same issue as the sofa, we can certainly offer the reselection Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our apologies to our customer for the disappointment he has experienced with the table he purchased from us Our records indicate that on the original date of service we spoke directly with [redacted] and confirmed the reasons why we were unable to offer an even exchange on the table Per our records on 6.14.2014: [redacted] to table
Good Afternoon Revdex.com- We are very sorry for any miscommunication that has occurred We have reviewed the photos from the technician from day of service and the bed does have the correct number of slats The bed is supposed to have twelve slats and in the photo I can see there are twelve slats present I am not sure exactly which pieces that customer is missing or believes that there should be more of Is it possible there were slats missing and the technician added more? If the customer could submit a photo or give a more detailed description of what the concern is, we will discuss with our service department Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon BBB, I reached out to this customer directly today (10.23.2014) and left a message for her with my name and direct phone number. My hope is that she will call me back directly so that I can ensure her orders are scheduled as they should be and she receives the exact merchandise she expected in good condition. We apologize for any and all inconveniences our failures have caused our customer. Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care
I purchased a bedroom set with cash before thanksgiving The set was delivered two weeks later on December 5, minutes past the hour wait time with the footboard missingThe reorder was delivered on December 9, with a promise of compensation for the footboard and assembly of the bedOnce the bed was assembled it was discovered that the bed slacks to hold the mattress was missingCustomer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December I asked for an earlier date with little positive response from this customer service personI then asked the customer service person was it expected that I sleep on the floor for two weeks with no responseI asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep onThe customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, three days before her original order of the correct slacksAgain inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customerI am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encounteredI have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a jokeI have also and will spread the word to avoid bobs furniture at all costAfter this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furnitureThe customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacksI had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom setFinally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furnitureI'm really expecting to be kissed when being bumped on my head with their sweet response
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to completeIf you have problem be assured that it will not be taken careI will never shop there againI can't believe Revdex.com rating is A+
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Monique to rectify the situation and reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the customer is having issues with the pieces delivered in November We have reviewed the technician report form August 30, The technician reported the foam was bunched up on two footrests and he replaced the cores on those footrests We are unsure what the current issue is This complaint does not state what needs to be fixed The notes in the order state that there is an issue with a mechanism That would be the device that makes the chair recline That would have nothing to do with the technician service from August We are not able to offer the service for a Saturday The technician is routed over an hour away from this customer’s address We route different areas of the state each day We would not be able to offer this customer a Saturday service We do currently have this scheduled for the technician on We hope the issue the customer is experiencing will be corrected on Wednesday Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, 16px;"> We are very sorry that this customer is experiencing disappointment with the product they have purchased from Bobs Discount FurnitureWhile I understand the customer’s apprehension in receiving a replacement the fact remains that the current ottoman is not defectiveOur service technicians are highly educated by our manufacturers directly to ensure they can easily recognize what a factory defect in workmanship is verse damage caused accidentally or over time with more use than anticipated during productionAs a courtesy and because Bobs is a company that truly cares to resolve our customer’s concerns we have created an even exchange for this customer’s ottomanPlease ask that the customer contact our retail location at ###-###-#### (press number one on your keypad after you hear Bobs voice) to verify when the new ottoman will be available for their pickupOur records are indicating the ottoman should be there by tomorrow We ask that the customer bring the ottoman they currently have back to the pick up location in order to receive their factory fresh productThis courtesy even exchange does not affect the customer’s warranty through our Goof Proof Plus PlanThe ottoman remains warrantied for factory defects and most in home accidents through Here is the order number associated with the customer’s new ottoman: [redacted] I do expect the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended that our customer contact their store prior to coming to pick up any merchandise I apologize again to this customer for the run around and overall lack of care they have been presented with, a replacement ottoman would have been the resolution we accommodated this customer with if a defect had actually been present Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I am from the Harrisburg area After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity I called and talked to the manager and told him my concerns and that I was cancelling the order He asked me questions and answered each concern and was very professional and courteous throughout our l/hour discussion Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion I chose to go ahead with the order EVERYTHING went smoothly The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition I have no complaints whatsoever about this company All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the latter part of November We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Please note – This sales order remains unscheduled at this time as our records indicate we were told by a “Vivian” to leave it that way on
Hi thank you so much for the hell I appreciate it more then anythingHere is some information it is all under my husbands nameHis name is [redacted] , address [redacted] ***, customer ID will be under ###-###-####But please contact me at ###-###-####He is very upset with the situation, and would perfer me to deal with thisThank you again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Good Morning Jamie, face="Calibri">Your response was just received to us today (1.22.2015) thru the Revdex.com mediation channel you opened At this time our records indicate that the even exchange of the headboard and footboard pieces went successful on 1.16.2015, there are no other notes uploaded to your account to designate what may or may not have happened with the assembly of this bed on this dayAs our drivers provided us with an ‘OK’ result code we adopt the thoughts that the delivery was accepted by you and fully assembled in the manner you instructed the delivery team to operate in Regardless of your personal research or individual opinion, the ‘ [redacted] Bedroom’ is compliant with [redacted] Phase for formaldehyde emissionsThe fact continues to remain that Bobs Discount Furniture would never sell any merchandise that could potentially be harmful to our customers What continues to personally befuddle me is why, when you are so aggressively alleging that this furniture is harmful to you, you wouldn’t be seeking for our business to remove the product from your home? Should you and your husband both be experiencing such a terrible preference concern that it has driven you from your permanent place of resting wouldn’t it be more beneficial to the both of you to select a different piece of merchandise where the ‘new furniture smell’ does not bother you so? We offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountI apologize that anyone told you we don’t have items for sale for $ or less because we most certainly doWe have several cash and carry items that can be taken from our Showrooms or Pit locations as our free gift of apology As listed above, your account indicates that you have accepted the exchange and any merchandise concerns related to damage have been resolved as of -As the concerns with damage have been made right we are happy to process the $Bobs Discount Furniture Gift Card request we initially offered you as an apology for the frustrations caused to youAt this time we can offer to electronically load it to the internal c
r you have with us or we can mail a physical gift card to you -On a separate note: Should you wish to have this bed removed from your home because of the preference concern you are experiencing we are happy to work above and beyond our company policy and remove the bed (headboard, footboard, rails) from your home for a monetary refundWhile this is far beyond our procedures to offer, I just cannot see how keeping a product you are so personally dissatisfied with would at all be constructive to you as a customer The accusations you feel necessary to communicate regarding the sale of potentially harmful merchandise are distasteful and defamatoryAs a retailer we are more than willing to work with you in a fair and adequate manner in an effort to gain your satisfaction Sincerely, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: the claim from years ago is a totally separate but similar casethat case was for the first time a spot got cleared of the colorso I was kind of hysterical this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make call for many spotsand of curse denied so I was told this is a worry free warrantywhen in fact they are only here to take money and not to provide service Sincerely, [redacted]
Good Morning Revdex.com, We have been in contact with [redacted] regarding this complaint and are working to resolve her concernsWe apologize for any and all inconveniences that we have caused [redacted] and we kindly ask that [redacted] continue to contact the Corporate Liaison she has been in touch with ( [redacted] *.) for further assistance in reaching and processing her resolution
Good Morning Ms [redacted] , Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize we were unable to accommodate your request for delivery after 3pm Our delivery is an all day service and whenever possible we make every attempt to honor specific delivery timeframe requestOur routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements We are unable to refund this charge however, I will inform store management of your concern with the sales associate Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused Sincerely, [redacted] ***
Good Afternoon Revdex.com, We apologize to our customer for any and all inconveniences that we caused them during their furniture purchase/deliveryOur records do indicate that we spoke with this customer on and the refund for the delivery fee paid is being processed back to the customer in the form of a corporate check In regards to the [redacted] *** refund the customer is requesting in their ‘desired settlement’, a full cancelation and refund of the plan is certainly possible as we offer this within days of the delivery occurring Should the customer wish to keep the five year protection plan we are unable to offer a monetary refund of any portion on this planThe plan is honored in part by a company called [redacted] [redacted] and in order for the plan to remain active in between our company and theirs the payment for the plan must remain processed on the original sales orderShould the customer wish to have this plan fully canceled and refunded please advise them to contact our Customer Care Offices to verbally request this at ###-###-#### (Monday – Sat 6:30a-8:00p) I apologize again for the frustration our customer had to experience overall due to our failures Thank You, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our apologies to our customer for the poor experience they feel to have endured overall during this purchase Our records indicate that the mattress protector has been canceled and refunded to the customer’s original financing accountWhile I agree with our customer that the [redacted] fee should have been waived and will certainly follow up with out retail location regarding the exception I feel should have been made, we are unable to offer further recourse on an item that no longer exists on a sales order While we do disclose to remove old bedding during the delivery of a new bedding sale it is an appropriate business practice that we trust our delivery drivers to make the determination as to whether the old bedding is toxic to the other customer’s merchandise on their truckRegardless of what the customer states the substances are on the mattress we cannot force a person into accepting receipt of a mattress they personally and professionally feel at risk withWe stand behind the choice of the delivery team to remove the old foundation but not the old mattress As a courtesy, I have created the necessary transaction to refund ½ of the customer’s delivery fee charged on this sales orderThe specific service of delivering the new bedding was provided as originally promised to this customerThis may take one full billing cycle to show up on the customer’s financing account but has been fully processed from our end Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison