Good Morning Revdex.com, Please pass on our apologies for the disappointment the customer continues to display As indicated in our previous response we have offered to refund the cost of delivery from both orders and provide an additional $refund as an apology accommodation I am truly sorry that the customer feels this is unreasonable however as a business compensation remains at our internal discretionOur initial response provided apology and acknowledgement regarding the amount of time our customer has spent seeking resolution and we do hope that our customer can understand that as we operate with a goal of fairness for all consumers alike we are unable to offer apology amounts off of any one individual’s time Again we take full ownership for any and all failures caused to our customer and are now proactively seeking to move forwardWe do not deliver used or refurbished merchandise under the pretense that it is newIf the customer remains unhappy with the railings we have a pending exchange waiting on the customer to scheduleWe are more than happy to do our very best to work around the customer’s professional schedule to accommodate a date or a time frame that may work best for the exchange If the below statement represents a response for our initial outline of conversation on with MsM [redacted] , I must convey that I remain perplexed as I have fully disclosed that MsM [redacted] is and remains the highest level of professional available put in place and fully trusted to handle our customer’s concerns by our businessIt would be highly unnatural for Ms M [redacted] to communicate that her supervisor would be contacting the customer back as MsM [redacted] is the highest level available of senior management for resolving customer concerns Statement referenced: “Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call.” It seems I may have personally perceived the customer’s use of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation Of course we want to provide our customer the home furnishings selected in the expected excellent condition, we certainly understand how and why our customer has lost faith in our ability to satisfy with the delivery of new product and are willing to take every step available to us to ensure that our customer’s final delivery of the bed provides the utmost satisfactionAs indicated, we undoubtedly wish to make the furniture concern right and based on the customer’s rebuttal, the open and active resolution of providing replacement parts for the sofa and loveseat concerns appears to be the best suited resolution at this time for our customer In reference to the Property Claim, we do not staff contractors and it remains in the customer’s best interest to provide our company with at least an estimate for repair from a contractor that the customer selects to work inside their own residenceIt is highly likely that the contractor obtained can also take photos at the time of estimate and submit those along with the estimate to our [redacted] email address We are desperately seeking to help this customer move forward and regretfully the customer continues to thwart our efforts to do so There is no amount of money that will ever make the poor experience our customer has endured OK but we have taken responsibility, provided several avenues for resolution for each concern present, and provided an apology offer of compensation to be executed once we are certain our customer is satisfied with the original promise we made (merchandise in its expected condition)We have already worked out and beyond several company policies in an extreme effort to convey our care for our customer; we do hope our customer can understand the position of our business and our desire to help our customer move forward from these concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good 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 I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Worst experience ever, buying furniture from BOB''s Discount FurnitureTheir customer care is HORRIBLE! My sofa has a gap between pieces and isn't sitting correctlyApparently no one above a customer care rep level can be spoken toTechnician tells you one thing and then reports the opposite of what he said, to the companyThey refused to send out another technician, refused to give me a copy of the report, or let me speak to a managerCan't believe I paid for the extra warranty and can't get any helpDispute claim filed with credit card co
Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified [redacted] standard policy is the customer does not receive a bill until the delivery has been completed The delivery was canceled and [redacted] should not have been billed Connecticut state law requires any purchase of a mattress be charged a recycling feeThis is an automatic charge It is not considered as merchandise so it was not automatically canceled with the cancelation of the mattress We are very sorry that this occurred We have processed the correction Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery Unfortunately even with his efforts, Bob's can not deliver the hutch We will be picking it up this week from the [redacted] store No effort was made from the original store, [redacted] , just that they told us it was no longer available, especially the customer service person [redacted] , very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] storeI would shop at his store anytime! Thank you! 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 Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa andloveseat in for $799.00; the material composition of this set isdescribed as bonded leatherBonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withuse the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reportedRips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrenceBased on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamageThere is a three year warranty against bonded leathermerchandise which in your case, expired March 20, As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage feeThe credit can be used toward the purchase of any itemin our store; the value of the credit is $and must bed used by July 11,In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for the part order delayThe relay box, which is the part needed for your recliner generally takes 4-weeks to receive; unfortunately the part is ordered directly from the manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you, [redacted] **
Revdex.com: I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframeWhen you look at the furtuniture in the showroom, you are looking at pieces that are already put togetherThere is a foundation and mattress on top of the frame so the customer does not see what the frame looks likeThe sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/ thick pieces of woodWe were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two yearsNor were we advised that there was an option to add or change pieces of the frameWhile I understand that Bobs feels this sufficent the quality of the frame is questionableEven in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years oldThe bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on itWe purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of deliveryAs you noted a technician did come and assess the bed as I had a complaint about backpainThe technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than years timeThe quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company [redacted]
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in September At the time the sale was created the customer purchased [redacted] This protection plan covers the customer for a period of five years from accidental damages Accidental damages must be called in to [redacted] within days of occurrence Accidents must be reported with the date of the single occurrence that caused the damage, who was there, how the accident occurred This allows [redacted] to verify that the damage was caused through an accident not through misuse or neglect We sent our technician to the home July of He found no manufacturing defects He found the pieces in the home had several instances of damage caused in the home When this customer called into [redacted] he reported to them he did not know how the damages occurred, possibly from the children in the home jumping on it He also reported to them that our tech had deemed it non-repairable, [redacted] then reviewed the tech report and saw this was damage from July of This is not an accidental damage This is unfortunately misuse Sofas are not meant to be jumped on This is not damage that [redacted] will cover Please see attached a copy of the Goof Proof handout and this customer’s warranty card from [redacted] This merchandise was purchased with a one year manufacturer’s warranty That year ended in September We have no recourse to offer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Afternoon Revdex.com, I have reached out to [redacted] directly by email today (7.14.2014)Please see a copy of the email I sent below: Good Afternoon [redacted] , My name is Stephanie Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI am writing to you to apologize for the terrible experience you have endured while purchasing and taking possession of your new home furnishings from usI do understand the reasons why you are frustrated with us and I assure you that it is never our intention to disappoint our customers from any level of our business Our records currently reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is this correct? I do agree that at this point we owe you more than just the delivery of your merchandiseIf you’d like me to do so I’d be grateful for the opportunity to assist you on a direct basisYou can email me at this email address or you can contact me directly by phone at ###-###-#### (Monday – Friday 8:30a -4:00p) I apologize again for all the frustrations we have caused you and for the sad fact that you had to personally seek out a way to escalate your concerns on your ownI thank you for providing us with the details of your poor experience so that we can address our faults and work to grow as a company Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning BBB, face="Calibri">Please pass on our sincerest apologies for the incorrect information being provided at the time of sale as well as the lack of care our customer asserts these complaints have been met with. The Goof Proof Plus Plan is made up of two portions – A manufacturing defect guarantee through Bobs Discount Furniture and a plan for accidental damages which is honored thru a third party company called Guardian. This information is indicated on the sales invoice we provide to every customer who purchases. Regretfully we cannot force the Guardian company to take on a claim for “scratches” on the table and we have worked to make the initial failure right by setting up the paperwork to refund the monies paid for this plan. Bobs Discount Furniture offers a one year manufacturing warranty on the product regardless if Goof Proof Plus is purchased or not (this is also expressed on our sales invoice). We are more than happy to honor replacing the affected chairs; our records indicate that there are 3 chairs that need to be exchanged for defect reasons. The dining room set is under factory defect warranty thru Bobs until 12.10.2015, should any other defect concerns occur we will address these under the parameters of our expressed service policy (this is available on the customer’s invoice as well). We have created the paperwork for the exchange of the 3 chairs and the customer can contact us directly to schedule a date for this exchange. We also need to speak with the customer directly to confirm the original method of payment type so we can properly process the refund of monies paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am – 8:00p/Sun: 10:30a – 7:00p).
Good Afternoon BBB, size=3> We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale. This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture. Guardian Protection Products Inc. is a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # [redacted] . As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concern. Should the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian). Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ. We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this time. Guardian can be reached via telephone at [redacted] (Mon- Friday 8:30a -5:00p). Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison %
Good Morning Revdex.com- size="3"> We are very sorry that this sofa did not live up to the customer’s expectationsI have reviewed the photos that were sent in As this is damage in a small area and except for the damaged area the pieces look very well cared for, we will offer recourse In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to exchange the Lawrence sofa only we will provide a credit (store credit) The exchange will fulfill the Goof Proof plan, the plan allows for unlimited parts and service, but only a one time replacementIf the customer would like to purchase a new [redacted] Plan they can advise the store, the new plan would be an additional to have the sofa covered for five years We will waive the new delivery fee The credit is in the system today and will be available until 3/12/at which time it will expire Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
This company is a complete scam They offer a [redacted] plus plan that ends up not covering anything at all To get around that they say the issue I am having is a factory default This means that they knowingly sell products with issues and do not notify the customer of this I would never recommend this company to anyone
Complaint: [redacted] I am rejecting this response because: As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]
5/I spoke with [redacted] in [redacted] storeShe advised I needed to contact [redacted] store which I did & spoke with [redacted] who asked me for credit card number twice & she indicated she was having issue processing because her computer was "freezing"Today I called my credit card company & there was no $credit issued I also told [redacted] that the trundle bed set up drawer was not properly installed flush to bed frame & she told me I would need to contact "Customer Care" to get drawer fixedThis is where the series of problems originated"Customer Care" made failed attempts to install properly! I asked for her assistance with this install issueAtkinson said a store credit was sent to [redacted] & this did happenWe still have bed improperly installed & need "Customer Care" to make it right and are waiting for a credit to [redacted] in amount of $Contact us at ###-###-#### for anything additionalThank you
Complaint: [redacted] I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipmentThank you Sincerely, [redacted]
Good Afternoon Revdex.com- We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service We do support our technician and work off the reports that they submit The technician deemed the damage in the home was not due to any manufacturing defects Without photos to contradict what the technician has reported we would not be able to offer any recourse The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted] There is no warranty for misuse or damages incurred through wear The tech reported to us that the floor is uneven causing the wood support to warp Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with [redacted] to rectify the situation and reach a satisfactory outcomeCompensation has been offered and accepted as a refund to the Wells Fargo account Audrey will be watching the order until the last piece has been delivered This delivery is currently scheduled for We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies for the disappointment the customer continues to display As indicated in our previous response we have offered to refund the cost of delivery from both orders and provide an additional $refund as an apology accommodation I am truly sorry that the customer feels this is unreasonable however as a business compensation remains at our internal discretionOur initial response provided apology and acknowledgement regarding the amount of time our customer has spent seeking resolution and we do hope that our customer can understand that as we operate with a goal of fairness for all consumers alike we are unable to offer apology amounts off of any one individual’s time Again we take full ownership for any and all failures caused to our customer and are now proactively seeking to move forwardWe do not deliver used or refurbished merchandise under the pretense that it is newIf the customer remains unhappy with the railings we have a pending exchange waiting on the customer to scheduleWe are more than happy to do our very best to work around the customer’s professional schedule to accommodate a date or a time frame that may work best for the exchange If the below statement represents a response for our initial outline of conversation on with MsM [redacted] , I must convey that I remain perplexed as I have fully disclosed that MsM [redacted] is and remains the highest level of professional available put in place and fully trusted to handle our customer’s concerns by our businessIt would be highly unnatural for Ms M [redacted] to communicate that her supervisor would be contacting the customer back as MsM [redacted] is the highest level available of senior management for resolving customer concerns Statement referenced: “Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call.” It seems I may have personally perceived the customer’s use of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation Of course we want to provide our customer the home furnishings selected in the expected excellent condition, we certainly understand how and why our customer has lost faith in our ability to satisfy with the delivery of new product and are willing to take every step available to us to ensure that our customer’s final delivery of the bed provides the utmost satisfactionAs indicated, we undoubtedly wish to make the furniture concern right and based on the customer’s rebuttal, the open and active resolution of providing replacement parts for the sofa and loveseat concerns appears to be the best suited resolution at this time for our customer In reference to the Property Claim, we do not staff contractors and it remains in the customer’s best interest to provide our company with at least an estimate for repair from a contractor that the customer selects to work inside their own residenceIt is highly likely that the contractor obtained can also take photos at the time of estimate and submit those along with the estimate to our [redacted] email address We are desperately seeking to help this customer move forward and regretfully the customer continues to thwart our efforts to do so There is no amount of money that will ever make the poor experience our customer has endured OK but we have taken responsibility, provided several avenues for resolution for each concern present, and provided an apology offer of compensation to be executed once we are certain our customer is satisfied with the original promise we made (merchandise in its expected condition)We have already worked out and beyond several company policies in an extreme effort to convey our care for our customer; we do hope our customer can understand the position of our business and our desire to help our customer move forward from these concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good 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 I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Worst experience ever, buying furniture from BOB''s Discount FurnitureTheir customer care is HORRIBLE! My sofa has a gap between pieces and isn't sitting correctlyApparently no one above a customer care rep level can be spoken toTechnician tells you one thing and then reports the opposite of what he said, to the companyThey refused to send out another technician, refused to give me a copy of the report, or let me speak to a managerCan't believe I paid for the extra warranty and can't get any helpDispute claim filed with credit card co
Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified [redacted] standard policy is the customer does not receive a bill until the delivery has been completed The delivery was canceled and [redacted] should not have been billed Connecticut state law requires any purchase of a mattress be charged a recycling feeThis is an automatic charge It is not considered as merchandise so it was not automatically canceled with the cancelation of the mattress We are very sorry that this occurred We have processed the correction Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery Unfortunately even with his efforts, Bob's can not deliver the hutch We will be picking it up this week from the [redacted] store No effort was made from the original store, [redacted] , just that they told us it was no longer available, especially the customer service person [redacted] , very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] storeI would shop at his store anytime! Thank you! 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 Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa andloveseat in for $799.00; the material composition of this set isdescribed as bonded leatherBonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withuse the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reportedRips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrenceBased on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamageThere is a three year warranty against bonded leathermerchandise which in your case, expired March 20, As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage feeThe credit can be used toward the purchase of any itemin our store; the value of the credit is $and must bed used by July 11,In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for the part order delayThe relay box, which is the part needed for your recliner generally takes 4-weeks to receive; unfortunately the part is ordered directly from the manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you, [redacted] **
I was able to resolve it with Tracey Sanborn of Bob's Discount Furniture Consumer AffairsThank you for your assistance and support [redacted]
Revdex.com: I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframeWhen you look at the furtuniture in the showroom, you are looking at pieces that are already put togetherThere is a foundation and mattress on top of the frame so the customer does not see what the frame looks likeThe sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/ thick pieces of woodWe were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two yearsNor were we advised that there was an option to add or change pieces of the frameWhile I understand that Bobs feels this sufficent the quality of the frame is questionableEven in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years oldThe bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on itWe purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of deliveryAs you noted a technician did come and assess the bed as I had a complaint about backpainThe technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than years timeThe quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company [redacted]
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in September At the time the sale was created the customer purchased [redacted] This protection plan covers the customer for a period of five years from accidental damages Accidental damages must be called in to [redacted] within days of occurrence Accidents must be reported with the date of the single occurrence that caused the damage, who was there, how the accident occurred This allows [redacted] to verify that the damage was caused through an accident not through misuse or neglect We sent our technician to the home July of He found no manufacturing defects He found the pieces in the home had several instances of damage caused in the home When this customer called into [redacted] he reported to them he did not know how the damages occurred, possibly from the children in the home jumping on it He also reported to them that our tech had deemed it non-repairable, [redacted] then reviewed the tech report and saw this was damage from July of This is not an accidental damage This is unfortunately misuse Sofas are not meant to be jumped on This is not damage that [redacted] will cover Please see attached a copy of the Goof Proof handout and this customer’s warranty card from [redacted] This merchandise was purchased with a one year manufacturer’s warranty That year ended in September We have no recourse to offer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Afternoon Revdex.com, I have reached out to [redacted] directly by email today (7.14.2014)Please see a copy of the email I sent below: Good Afternoon [redacted] , My name is Stephanie Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI am writing to you to apologize for the terrible experience you have endured while purchasing and taking possession of your new home furnishings from usI do understand the reasons why you are frustrated with us and I assure you that it is never our intention to disappoint our customers from any level of our business Our records currently reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is this correct? I do agree that at this point we owe you more than just the delivery of your merchandiseIf you’d like me to do so I’d be grateful for the opportunity to assist you on a direct basisYou can email me at this email address or you can contact me directly by phone at ###-###-#### (Monday – Friday 8:30a -4:00p) I apologize again for all the frustrations we have caused you and for the sad fact that you had to personally seek out a way to escalate your concerns on your ownI thank you for providing us with the details of your poor experience so that we can address our faults and work to grow as a company Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning BBB, face="Calibri">Please pass on our sincerest apologies for the incorrect information being provided at the time of sale as well as the lack of care our customer asserts these complaints have been met with. The Goof Proof Plus Plan is made up of two portions – A manufacturing defect guarantee through Bobs Discount Furniture and a plan for accidental damages which is honored thru a third party company called Guardian. This information is indicated on the sales invoice we provide to every customer who purchases. Regretfully we cannot force the Guardian company to take on a claim for “scratches” on the table and we have worked to make the initial failure right by setting up the paperwork to refund the monies paid for this plan. Bobs Discount Furniture offers a one year manufacturing warranty on the product regardless if Goof Proof Plus is purchased or not (this is also expressed on our sales invoice). We are more than happy to honor replacing the affected chairs; our records indicate that there are 3 chairs that need to be exchanged for defect reasons. The dining room set is under factory defect warranty thru Bobs until 12.10.2015, should any other defect concerns occur we will address these under the parameters of our expressed service policy (this is available on the customer’s invoice as well). We have created the paperwork for the exchange of the 3 chairs and the customer can contact us directly to schedule a date for this exchange. We also need to speak with the customer directly to confirm the original method of payment type so we can properly process the refund of monies paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am – 8:00p/Sun: 10:30a – 7:00p).
Good Afternoon BBB, size=3> We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale. This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture. Guardian Protection Products Inc. is a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # [redacted] . As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concern. Should the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian). Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ. We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this time. Guardian can be reached via telephone at [redacted] (Mon- Friday 8:30a -5:00p). Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison %
Good Morning Revdex.com- size="3"> We are very sorry that this sofa did not live up to the customer’s expectationsI have reviewed the photos that were sent in As this is damage in a small area and except for the damaged area the pieces look very well cared for, we will offer recourse In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to exchange the Lawrence sofa only we will provide a credit (store credit) The exchange will fulfill the Goof Proof plan, the plan allows for unlimited parts and service, but only a one time replacementIf the customer would like to purchase a new [redacted] Plan they can advise the store, the new plan would be an additional to have the sofa covered for five years We will waive the new delivery fee The credit is in the system today and will be available until 3/12/at which time it will expire Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
This company is a complete scam They offer a [redacted] plus plan that ends up not covering anything at all To get around that they say the issue I am having is a factory default This means that they knowingly sell products with issues and do not notify the customer of this I would never recommend this company to anyone
Complaint: [redacted] I am rejecting this response because: As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]
5/I spoke with [redacted] in [redacted] storeShe advised I needed to contact [redacted] store which I did & spoke with [redacted] who asked me for credit card number twice & she indicated she was having issue processing because her computer was "freezing"Today I called my credit card company & there was no $credit issued I also told [redacted] that the trundle bed set up drawer was not properly installed flush to bed frame & she told me I would need to contact "Customer Care" to get drawer fixedThis is where the series of problems originated"Customer Care" made failed attempts to install properly! I asked for her assistance with this install issueAtkinson said a store credit was sent to [redacted] & this did happenWe still have bed improperly installed & need "Customer Care" to make it right and are waiting for a credit to [redacted] in amount of $Contact us at ###-###-#### for anything additionalThank you
Complaint: [redacted] I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipmentThank you Sincerely, [redacted]
Good Afternoon Revdex.com- We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service We do support our technician and work off the reports that they submit The technician deemed the damage in the home was not due to any manufacturing defects Without photos to contradict what the technician has reported we would not be able to offer any recourse The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted] There is no warranty for misuse or damages incurred through wear The tech reported to us that the floor is uneven causing the wood support to warp Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with [redacted] to rectify the situation and reach a satisfactory outcomeCompensation has been offered and accepted as a refund to the Wells Fargo account Audrey will be watching the order until the last piece has been delivered This delivery is currently scheduled for 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