Good Afternoon Revdex.com, I have reached out to this customer by telephone today (10.01.2014) and provided her with my direct number for follow upBobs Discount Furniture is very sorry that our customer is experiencing any issues with her product and we assure our customer that we do stand behind the quality of our product I will need more information and evidence from our customer to continue my research and come up with a fair and appropriate resolution that balances both the demands of our customer and the needs of our business Please ask that the customer send through photographic evidence of this concern so that I can confirm the damage is in fact a manufacturing defect with a review from our professionally trained Service Department The customer is more than welcome to reach out to me directly by phone at ###-###-#### and email me these photos directly to me at [redacted] Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, Roman"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture We apologize that we were not able to fulfill the order The order has been canceled and the customer is entitled to a refund for the payment that was made That refund must be done through [redacted] as they accepted the payment, not Bob’s I reached out to the [redacted] desk and they are waiting for the customer to make contact, so they can process the refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usBob’s takes all precautionary measures possible to ensure no infestation possible I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Tiffany to research the situation further and determine what resolution if any we are able to offer [redacted] has requested additional information from the customer and will proceed once that has been received We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am sincerely sorry for the frustration we caused you to feel and I stress to you that here at Bobs Discount Furniture we acknowledge that caring for our customers is the most important part of our businessWe do not find the alleged behavior you have cited our technician showed an example of the excellence we strive for everyday in our businessI thank you for bringing this to our attention so that we can continually ensure our customer’s service experiences are reflective of professionalism and common courtesy Our records indicate that as of your concern has been satisfiedYour account with Bobs Discount Furniture indicates that an even exchange for your chest is scheduled to take place on I apologize again that you were met with any inconvenience while seeking to resolve your concern and I assure you that Bobs Discount Furniture truly appreciates you as our valued customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I excepted a partial refund because I was told that was all that would be offered to meThe company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.comI cannot compete against a billion dollar companyI'm dropping the issue and accepting partial refund out of fear of getting nothingI will never enter Bobs againRevdex.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]
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Afternoon BBB, Please pass on our apologies to [redacted] for the frustration he has experienced with his purchase from us. We have tried to call [redacted] directly several times in the past two days and have been unable to reach him to discuss this matter further. We have sent a written communication directly to [redacted] s email address today (10.8.2014) in another effort to help him resolve the concern he has with his dining room furniture. Our records indicate that one of the chairs has suffered animal damage from a pet and we were unable to repair that damage on 9.20.2014 due to the nature of its occurrence. We have placed a store credit in the system for our customer that represents the cost he paid on 5 of the 6 dining chairs and the table. We are willing to work with our customer in getting him a dining room set that fits his needs; we are just not able to accept merchandise back that has suffered animal damage. We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise or the removal of the 5 chairs and table from his residence.
Good Afternoon Revdex.com, I am very sorry to learn of [redacted] ’s concerns with his bedI do understand his frustration and apologize further that he has experienced issues while trying to get in touch with [redacted] I assure [redacted] that Bobs Discount Furniture genuinely cares about resolving our customer’s concerns and we have provided [redacted] with a direct example of this care Our records reflect that on we stepped in and entered a pro rated reselection credit for [redacted] ’s bed, in this credit we also included an additional $ credit for the monies he put forth towards Goof proofHad [redacted] ’s claim been honored through the [redacted] insurance company he would not have received that additional credit [redacted] ’s merchandise was delivered in which indicates that he is very far outside of the manufacturing warranty Bobs offer’s on his merchandise Again I truly apologize that [redacted] has been experiencing any issues with his bed however as a business I cannot see how Bobs Discount Furniture has failed [redacted] in this scenario The coverage that [redacted] purchased for five years insurances customer caused accidental damage onlyIn the event [redacted] ’s concern on this bed was the result of an accident he committed; the [redacted] company would not be offering him a credit for the other items within his bedroom set, that have been in his possession for nearly two years that have no reported concernsAs [redacted] ’s bedroom set is no longer under a Bobs warranty we are unable to offer him options for recourseAt Bobs Discount Furniture it is our continued goal to satisfy our customers and like any other business we must make choices based on balancing our customer’s wants and the needs of our business overall As an extreme and additional courtesy I have updated [redacted] ’s credit to reflect the total amount he originally paid for the bed instead of the pro rated amount we initially offered and processed for himWe have also approved covering the delivery fee of [redacted] ’s new bed and the cost of removing and disposing of his old bed Thirdly, I have also extended the credit’s expiration deadline (it will now expire on 9.17.2014) for [redacted] so that he may have more time to visit our showroom and see the many beds we have to offer that will fit well with the rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs Discount Furniture has already worked outside of our polices and made exceptions to assist our customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion While it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policiesWe do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($99.99) Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our retail location reach out to them to complete any further processing needed Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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 Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI attempted to call you at 1:39pm on June 1st however, there was no answer I have researched your account and apologize that the dining table has failed to meet your quality expectationsI understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marbleYou have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stoneSeeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the productThe [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this timeTo avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warrantiesIf you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reportedThe alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciatedPlease let me know which option works best for you.Thanks [redacted] **
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, *** ***
Good Afternoon Revdex.com, size="3"> We sincerely apologize for the frustration and aggravation our customer had to endure during this purchase with usWe assure our customer that it was never our intention to make our customer wait so long for this merchandise and we absolutely agree that we failed our customer on several occasions with our inability to effectively communicate and stand up to our promises Our records indicate that we did approve a delivery to the customer at no charge to make our failures right and as of our Customer Care Team sent a refund of $back to our customer’s financing account as a further form of apology While it is not procedure to process any type of monetary compensation on a sales order we do recognize the level of failures we have caused and have processed one monetary refund off of this sales order already As an additional courtesy and further form of apology we will process another $refund back to this customer’s financing accountThis additional refund credit is reflected under order number: [redacted] within our system and should be present on the customer’s next financing statement as it may take a full billing cycle for this to appear We apologize again to our customer for the time it has taken us to get their merchandise to them and thank our customer for their extreme patience with us Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- We are very sorry for this customer’s poor experience The set purchased does have some configurations that are listed at the $price point The configuration the customer chose is a higher priced option We are very sorry if the salesperson did not make that clear We have offered the customer the options we have available We do have other pieces that can be delivered for this set We have offered to pick up the piece in the home for a refund due to our failure or the customer can choose a reselection to another set We are very sorry for the inconvenience this has caused Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on my apologies that [redacted] did not find my first response satisfactoryI assure [redacted] that Bobs Discount Furniture, as the retailer in this case, is honoring the protection plan we sold himI have attached a copy of [redacted] ’s protection plan documents as he requested Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on page (1) one of the terms and conditionsFor your review I have also pasted the wording that applies below: If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased As stated previously, [redacted] does not need to return the affected item to us in order to use the credit that has already been set up for him; he can continue to utilize the original nightstand that was damaged as a result of an accident within his homeThe Goof Proof protection remains active on the other parts of [redacted] ’s bedroom set as we originally sold it to him Our Goof Proof Protection Plan has not failed our customer in this case and I am truly sorry that we have no further recourse to offer [redacted] on the other items of his bedroom setThese other items have been in [redacted] ’s possession for nearly a year and ½ and do not posses any manufacturing defects reported to us within [redacted] ’s Bob’s Guarantee period [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for the failed deliveries, the frustration and delay The refund was processed on It normally takes 2-business days to post to a customer’s account Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: When I purchase my product from Bob’s back in 2011, I was clearly told by the salesman that if anything were to happen to my furniture it could be replaced I called and spoken two customer service representatives [redacted] ***, and [redacted] ***I was told that the guff proof protection plan is separate from Bob’s furniture store It is not their responsibility and that if my furniture is neglected the guff proof isn’t meant for that purpose of neglect ion, neglect??? How dare someone tell me that I neglect my furniture? I was told handyman would be come out to snitch up the damage part of the furnitureI explain to both customer services rep that I wanted the furniture replaced as I was promise when I purchase the furnitureI was again given the run around and told that the guff proof company would send someone to clean the stains, but nor were the guff prof company going to replace my furnitureI’m beyond disgusted with Bob’s I will never in my life purchase any furniture from bob never again in my life nor would I recommend them to anyoneThey recommend this company and promote the company [redacted] and promise an easy repair and damage protection planBob is scaming customers like myself and are selling this product which they are well aware doesn’t work or can’t be used I’m so disgusted and sad that this company would go alone with this in fooling and scaming the American customer Sincerely, [redacted]
Dear Revdex.com, size="3"> Please pass on our deepest apologies for any inconvenience we may have caused this customer or his father during their overall experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and addresses provided here and find no recordsWe are more than willing to look into this claimant’s concerns further however we first need to verify multiple points of occurrence and merchandise prior to being able to respond directly through your mediation channel Can you please ask the consumer to verify the invoice number (order number) associated with their father’s purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is not readily available please ask if the customer can provide the original delivery address for this merchandise or his father’s name and phone number so that I can access these records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer directly today (4.30.2014) by email in order to assist her further in resolving her concernsI have also provided her my direct phone number in the case [redacted] prefers phone communication See my email to our customer (below): Good Morning ***, My name is [redacted] and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI have recently received your request for follow up from the Revdex.com and would like the opportunity to assist you directly to resolve your concernsI am very sorry for the run around you have received and the unprofessional behavior that you witnessed in our office while trying to get your initial concerns resolvedI am extremely embarrassed about the impression you have of our business and I would like to do anything I can to change that impression to a positive experience As of 4.24.2014, I believe the monetary aspects of your account should have been satisfied and at this point I can discuss the options for compensation that we have available to youIf this is not the case and you are not aware of the monetary issues begin corrected please let me know and I will speak with my Accounting Department to get the full details of what we did to correct your balances and send them your way for conformation I am very sorry again that you have had to deal with so much stress because of our mistakes, I agree with you 100% that you should have been properly educated on what you were buying before you actually made the purchaseWe do not want to disappoint you further and I am eager to receive your response so I can resolve your concerns If you prefer phone communication my direct number is listed below –please feel welcome to contact me via email or phone Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are sorry that this customer’s purchase has not lived up to her expectations The customer called into us that there was an issue with scratches on the bed and was directed to [redacted] , because she could not tell them how and when the scratches occurred, the claim was denied, as it was not an accident I do not see any mention on the customer’s account that there is an issue with assembly If the bed feels loose or wobbly or creaks it may be that it needs to be tightened We can certainly send a tech out to tighten or adjust the bed We would not be able to offer a reselection without a technician report If the tech finds the pieces are defective, we certainly can offer a reselection at that time As this customer purchased through [redacted] and not Bob’s it would have to go through [redacted] This customer should call into customer care to set up a service appointment at their earliest convenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have reached out to this customer by telephone today (10.01.2014) and provided her with my direct number for follow upBobs Discount Furniture is very sorry that our customer is experiencing any issues with her product and we assure our customer that we do stand behind the quality of our product I will need more information and evidence from our customer to continue my research and come up with a fair and appropriate resolution that balances both the demands of our customer and the needs of our business Please ask that the customer send through photographic evidence of this concern so that I can confirm the damage is in fact a manufacturing defect with a review from our professionally trained Service Department The customer is more than welcome to reach out to me directly by phone at ###-###-#### and email me these photos directly to me at [redacted] Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, Roman"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture We apologize that we were not able to fulfill the order The order has been canceled and the customer is entitled to a refund for the payment that was made That refund must be done through [redacted] as they accepted the payment, not Bob’s I reached out to the [redacted] desk and they are waiting for the customer to make contact, so they can process the refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usBob’s takes all precautionary measures possible to ensure no infestation possible I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Tiffany to research the situation further and determine what resolution if any we are able to offer [redacted] has requested additional information from the customer and will proceed once that has been received We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am sincerely sorry for the frustration we caused you to feel and I stress to you that here at Bobs Discount Furniture we acknowledge that caring for our customers is the most important part of our businessWe do not find the alleged behavior you have cited our technician showed an example of the excellence we strive for everyday in our businessI thank you for bringing this to our attention so that we can continually ensure our customer’s service experiences are reflective of professionalism and common courtesy Our records indicate that as of your concern has been satisfiedYour account with Bobs Discount Furniture indicates that an even exchange for your chest is scheduled to take place on I apologize again that you were met with any inconvenience while seeking to resolve your concern and I assure you that Bobs Discount Furniture truly appreciates you as our valued customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I excepted a partial refund because I was told that was all that would be offered to meThe company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.comI cannot compete against a billion dollar companyI'm dropping the issue and accepting partial refund out of fear of getting nothingI will never enter Bobs againRevdex.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]
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Afternoon BBB, Please pass on our apologies to [redacted] for the frustration he has experienced with his purchase from us. We have tried to call [redacted] directly several times in the past two days and have been unable to reach him to discuss this matter further. We have sent a written communication directly to [redacted] s email address today (10.8.2014) in another effort to help him resolve the concern he has with his dining room furniture. Our records indicate that one of the chairs has suffered animal damage from a pet and we were unable to repair that damage on 9.20.2014 due to the nature of its occurrence. We have placed a store credit in the system for our customer that represents the cost he paid on 5 of the 6 dining chairs and the table. We are willing to work with our customer in getting him a dining room set that fits his needs; we are just not able to accept merchandise back that has suffered animal damage. We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise or the removal of the 5 chairs and table from his residence.
Good Afternoon Revdex.com, I am very sorry to learn of [redacted] ’s concerns with his bedI do understand his frustration and apologize further that he has experienced issues while trying to get in touch with [redacted] I assure [redacted] that Bobs Discount Furniture genuinely cares about resolving our customer’s concerns and we have provided [redacted] with a direct example of this care Our records reflect that on we stepped in and entered a pro rated reselection credit for [redacted] ’s bed, in this credit we also included an additional $ credit for the monies he put forth towards Goof proofHad [redacted] ’s claim been honored through the [redacted] insurance company he would not have received that additional credit [redacted] ’s merchandise was delivered in which indicates that he is very far outside of the manufacturing warranty Bobs offer’s on his merchandise Again I truly apologize that [redacted] has been experiencing any issues with his bed however as a business I cannot see how Bobs Discount Furniture has failed [redacted] in this scenario The coverage that [redacted] purchased for five years insurances customer caused accidental damage onlyIn the event [redacted] ’s concern on this bed was the result of an accident he committed; the [redacted] company would not be offering him a credit for the other items within his bedroom set, that have been in his possession for nearly two years that have no reported concernsAs [redacted] ’s bedroom set is no longer under a Bobs warranty we are unable to offer him options for recourseAt Bobs Discount Furniture it is our continued goal to satisfy our customers and like any other business we must make choices based on balancing our customer’s wants and the needs of our business overall As an extreme and additional courtesy I have updated [redacted] ’s credit to reflect the total amount he originally paid for the bed instead of the pro rated amount we initially offered and processed for himWe have also approved covering the delivery fee of [redacted] ’s new bed and the cost of removing and disposing of his old bed Thirdly, I have also extended the credit’s expiration deadline (it will now expire on 9.17.2014) for [redacted] so that he may have more time to visit our showroom and see the many beds we have to offer that will fit well with the rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs Discount Furniture has already worked outside of our polices and made exceptions to assist our customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion While it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policiesWe do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($99.99) Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our retail location reach out to them to complete any further processing needed Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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 Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI attempted to call you at 1:39pm on June 1st however, there was no answer I have researched your account and apologize that the dining table has failed to meet your quality expectationsI understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marbleYou have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stoneSeeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the productThe [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this timeTo avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warrantiesIf you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reportedThe alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciatedPlease let me know which option works best for you.Thanks [redacted] **
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, *** ***
Good Afternoon Revdex.com, size="3"> We sincerely apologize for the frustration and aggravation our customer had to endure during this purchase with usWe assure our customer that it was never our intention to make our customer wait so long for this merchandise and we absolutely agree that we failed our customer on several occasions with our inability to effectively communicate and stand up to our promises Our records indicate that we did approve a delivery to the customer at no charge to make our failures right and as of our Customer Care Team sent a refund of $back to our customer’s financing account as a further form of apology While it is not procedure to process any type of monetary compensation on a sales order we do recognize the level of failures we have caused and have processed one monetary refund off of this sales order already As an additional courtesy and further form of apology we will process another $refund back to this customer’s financing accountThis additional refund credit is reflected under order number: [redacted] within our system and should be present on the customer’s next financing statement as it may take a full billing cycle for this to appear We apologize again to our customer for the time it has taken us to get their merchandise to them and thank our customer for their extreme patience with us Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- We are very sorry for this customer’s poor experience The set purchased does have some configurations that are listed at the $price point The configuration the customer chose is a higher priced option We are very sorry if the salesperson did not make that clear We have offered the customer the options we have available We do have other pieces that can be delivered for this set We have offered to pick up the piece in the home for a refund due to our failure or the customer can choose a reselection to another set We are very sorry for the inconvenience this has caused Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on my apologies that [redacted] did not find my first response satisfactoryI assure [redacted] that Bobs Discount Furniture, as the retailer in this case, is honoring the protection plan we sold himI have attached a copy of [redacted] ’s protection plan documents as he requested Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on page (1) one of the terms and conditionsFor your review I have also pasted the wording that applies below: If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased As stated previously, [redacted] does not need to return the affected item to us in order to use the credit that has already been set up for him; he can continue to utilize the original nightstand that was damaged as a result of an accident within his homeThe Goof Proof protection remains active on the other parts of [redacted] ’s bedroom set as we originally sold it to him Our Goof Proof Protection Plan has not failed our customer in this case and I am truly sorry that we have no further recourse to offer [redacted] on the other items of his bedroom setThese other items have been in [redacted] ’s possession for nearly a year and ½ and do not posses any manufacturing defects reported to us within [redacted] ’s Bob’s Guarantee period [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for the failed deliveries, the frustration and delay The refund was processed on It normally takes 2-business days to post to a customer’s account Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: When I purchase my product from Bob’s back in 2011, I was clearly told by the salesman that if anything were to happen to my furniture it could be replaced I called and spoken two customer service representatives [redacted] ***, and [redacted] ***I was told that the guff proof protection plan is separate from Bob’s furniture store It is not their responsibility and that if my furniture is neglected the guff proof isn’t meant for that purpose of neglect ion, neglect??? How dare someone tell me that I neglect my furniture? I was told handyman would be come out to snitch up the damage part of the furnitureI explain to both customer services rep that I wanted the furniture replaced as I was promise when I purchase the furnitureI was again given the run around and told that the guff proof company would send someone to clean the stains, but nor were the guff prof company going to replace my furnitureI’m beyond disgusted with Bob’s I will never in my life purchase any furniture from bob never again in my life nor would I recommend them to anyoneThey recommend this company and promote the company [redacted] and promise an easy repair and damage protection planBob is scaming customers like myself and are selling this product which they are well aware doesn’t work or can’t be used I’m so disgusted and sad that this company would go alone with this in fooling and scaming the American customer Sincerely, [redacted]
Dear Revdex.com, size="3"> Please pass on our deepest apologies for any inconvenience we may have caused this customer or his father during their overall experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and addresses provided here and find no recordsWe are more than willing to look into this claimant’s concerns further however we first need to verify multiple points of occurrence and merchandise prior to being able to respond directly through your mediation channel Can you please ask the consumer to verify the invoice number (order number) associated with their father’s purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is not readily available please ask if the customer can provide the original delivery address for this merchandise or his father’s name and phone number so that I can access these records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer directly today (4.30.2014) by email in order to assist her further in resolving her concernsI have also provided her my direct phone number in the case [redacted] prefers phone communication See my email to our customer (below): Good Morning ***, My name is [redacted] and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI have recently received your request for follow up from the Revdex.com and would like the opportunity to assist you directly to resolve your concernsI am very sorry for the run around you have received and the unprofessional behavior that you witnessed in our office while trying to get your initial concerns resolvedI am extremely embarrassed about the impression you have of our business and I would like to do anything I can to change that impression to a positive experience As of 4.24.2014, I believe the monetary aspects of your account should have been satisfied and at this point I can discuss the options for compensation that we have available to youIf this is not the case and you are not aware of the monetary issues begin corrected please let me know and I will speak with my Accounting Department to get the full details of what we did to correct your balances and send them your way for conformation I am very sorry again that you have had to deal with so much stress because of our mistakes, I agree with you 100% that you should have been properly educated on what you were buying before you actually made the purchaseWe do not want to disappoint you further and I am eager to receive your response so I can resolve your concerns If you prefer phone communication my direct number is listed below –please feel welcome to contact me via email or phone Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are sorry that this customer’s purchase has not lived up to her expectations The customer called into us that there was an issue with scratches on the bed and was directed to [redacted] , because she could not tell them how and when the scratches occurred, the claim was denied, as it was not an accident I do not see any mention on the customer’s account that there is an issue with assembly If the bed feels loose or wobbly or creaks it may be that it needs to be tightened We can certainly send a tech out to tighten or adjust the bed We would not be able to offer a reselection without a technician report If the tech finds the pieces are defective, we certainly can offer a reselection at that time As this customer purchased through [redacted] and not Bob’s it would have to go through [redacted] This customer should call into customer care to set up a service appointment at their earliest convenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison