Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their 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 address provided here and under the address, but a different name, there is a purchase from May 2011, which does not match this complaint Can you please ask the consumer to verify the invoice number (order number) associated with their 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 unavailable please ask if the customer can provide the original phone number that may bring up their account 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, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/and I plan on picking it up on 2/1/ Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within days of occurrence which I didThe goof proof representative says this is not an accident and damages are to be handled by Bob's Discount The customer care representatives at Bob Discount were very professional and helpful When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician I am sending proof of phone calls and emails since you state you have no record of me doing any such actionI am very organized person who asks for names when I speak with people as I listed the names in my previous emailIf you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">We are very sorry that there was miscommunication and confusion on this order This caused unacceptable delays in having the bed correctly assembled The issue was finally identified and a resolution was offered Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology we would like to offer this customer a Bob’s store credit in the amount of $ If the customer would like to accept this offer please accept through the Revdex.com and we will create the paperwork and send to the customer on the email on this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] Please see information below - believe phone number will be information needed to look up The order was placed on my roommates card Jeff ColuccioAddress was: [redacted] [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 Unfortunately I will go with option oneI will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement. Sincerely, [redacted]
Good Morning BBB, face="Calibri">We apologize to our customer for any inconveniences we have caused during the warranty claims process. Our records currently indicate that we are scheduled for a service appointment on 7.14.2015 to address this merchandise concern. I attempted to contact the customer via telephone today to confirm this and was unable to reach them directly. At this time- all information points to our company working towards actively resolving this concern under the service benefits associated with this customer’s Goof Proof Plus Plan. Our technician is required to contact our Customer Care Offices prior to leaving the home on 7.14.2015 and we look forward to speaking with/ gaining our customer’s complete satisfaction on that day. Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3">We apologize to our customer for the inconvenience that has been experienced while seeking to get the working parts for these items Our records indicate that as of Sunday our [redacted] Operations Manager followed up with this customer and provided the parts requested At this time we would consider this concern closed unless our customer makes us aware that further assistance is necessary Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, I have reached out to this customer by email directly and also provided my direct phone numberI am seeking to help this customer resolve their concern on a more direct basis Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have choose to go with option # I find that this resolution is satisfactory to me Thank you very much with you assistance in this matter! :-) :-) Sincerely, [redacted]
Good Afternoon Revdex.com, face="Calibri">Please pass on our deepest apologies for any frustration the customer has been met with while working with the Guardian company to report the listed concernsBobs Discount Furniture offers the best protection plan available in our industry and we stand behind the value of the Goof Proof and Goof Proof Plus Plans I have left this customer a voicemail message this afternoon (7.08.2015) with my direct contact number ( [redacted] ) requesting a call back at their earliest convenienceI look forward to speaking with this customer and working to resolve their concerns in the most fair and adequate manner possible as their account currently shows no record of speaking with Bobs Discount Furniture directly to seek resolution for this concern Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] I tried to reach you today to discuss Please feel free to reach out to me tomorrow or you can email with the issues you would like us to take into consideration or the best number to reach you during the day [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am so sorry that you are not satisfied with the options for resolution that we have offered youI can assure you that we did not wait to place your special order; the moment that the sale is written into our system the information is automatically uploaded to a requisite and creates a negative accounting mark within our systemYes, this sectional has been discontinued from our sales floor line up but it does not mean that the vendor (who is a separate company from Bobs, located overseas) discontinued the production of this setAs a furniture retailer we are just as displeased as you are in the amount of time it has taken to receive this merchandiseWe truly believed that this order would come within the initial guidelines we quoted you for and it would be a tragedy to loose your businessWe are trying to reach out to you as our customer and offer you compensation once your order has been received because we have no control over the length of time it takes the vendor to get us the product you have specifically asked forAs it is not a ‘stock’ color available in our warehouse regretfully we cannot satisfy your concern without making an effort to work with the restrictions a third party is providing us I further apologize that the personnel you spoke with were unable to locate pictures or information regarding this sectionalIt took me only a moment to pull up the photo and information I have attached to this communicationClearly we have a training concern that I thank you for bringing to my attention so we can continue to grow It is my understanding after speaking with my colleague that you have continued an open line of communication with her regarding this concernAs to not duplicate efforts I will ask that you please continue to follow up directly with her at [redacted] I sincerely hope you know that Bobs Discount Furniture is doing everything in our power to get you this merchandise and it is never out intention to keep our valuable customer’s waiting when they have granted us the opportunity to serve them Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am uncertain as to whom the customer is referring to in their response as “you guys” As the Revdex.com discloses during the filing of any claim, the Revdex.com offers a valuable mediation channel for both a business and a consumer alike Since our first response to this claim we have clearly outlined what we are doing to resolve this customer’s concern (beyond the policy this consumer fully agreed to at the time of sale) Our last response contained an upgraded offer that again placed the customer’s needs before those of our businessWe continue to maintain that the resolution offers we have in place are fairly weighed out in the customer’s favor As indicated previously: In a final attempt to appease: We will upgrade our reselection offer to validate a Bobs Discount Furniture Store Credit that reflects 100% the cost paid for the current sofa and loveseat in the homeWe will also to cover the cost of delivering the new merchandise the customer selects and provide a Bobs Discount Furniture Store Credit for the amount they paid us for the Goof Proof Plus program At this time this is a generous offer from a retailer seeking to truly solve our customers concern via the life-force of your mediation channelWe are doing more than what is required of us as the retailer and again stand behind the fact that we have put forth fair and adequate offers for resolution that consider our customer’s needs above that of our business We do hope the customer can see the value in our upgraded offer and of course if they would prefer to move forward with the rescheduling of the newly selected loveseat we are happy to honor that request instead Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please see the attached pictures (pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the damage that this merchandise has sufferedWhile we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have receivedThe Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchaseFor these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approvedWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided)It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of saleIn regards to the damage associated with this specific consumer complaint we ask that you again review the photos attachedBobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect natureAs a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection planThis claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directlyWe have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental eventLike many other protection plans the coverage excludes acts of wear and tear or accumulated damagesAs indicated above these parameters are expressed on our sales flyer for this portion of the protection plan The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %
Good Afternoon [redacted], I am very sorry for the disappointment you are experiencing with your merchandiseI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year guarantee periodThe merchandise you have is made of bonded leather, this would have been displayed right in front of the set (and still currently is) while you were making your selection in our showroomBonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of use expansion of the molecules that join the bonded leather to the fabric backing becomes present and the material starts to separate from itselfBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over two years and the direct Bobs warranty on your merchandise expired over one year ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, there is generally no recourse for a business to offer relating to an item’s wear and tear While I personally believe that your concern is related to the bonded leather there are also several different pieces of information associated with your service call within our recordsThe technician who visited your home indicated that the material on the merchandise was “torn” and not “peeling”The technician further advised us that you indicated thinking this occurred from the merchandise being left in direct sunlight and he explained that this “tear” had to have occurred from an accident in the environment causing this to happen to the bonded leatherShould the “tear” be the result of an accident there are several scenarios that are covered under your protection plan called ‘ [redacted] ***’ I have searched through our data base several times and I am unable to locate pictures from his stop at your homeAt this time if you seek further assistance through Bobs Discount Furniture directly we request that you send us pictures of the damage through this Revdex.com channel you have initiated for mediation Please send a minimum of two photos: (1) Photo of the merchandise from a distance so the entire sofa can be seen (1) Photo of your concern with the bonded leather at a close range After receipt of your photos we will review the pictures with our Service Managers and respond with what, if any, further resolution we are able to offer you for this concern I do apologize to you again for any inconvenience or frustration this concern has caused you and I look forward to reviewing your pictures so I can aide in helping you move forward with this claim Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we never intended to disappointment them or cause them any aggravations 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 us As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not always within our control To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 4,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know if our routing department will be able to honor that request or what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has an area that is not cleared for delivery it can cause the team to run earlier or later than expected We further apologize for any confusion that may have been present during our interactions regarding the team possibly coming back on the previously scheduled delivery dates and we are in the process of locating these recording to address any coaching concerns present within these callsIt is common practice and our representatives are continually trained to advise the customer to contact us once they have arrived back to their residence and are physically available to accept deliveryAs a business we cannot confirm if/when someone is actually present in the residence for delivery- therefore we rely on the customer contacting us in this case so that we can map where the team currently is in reference to the customer’s stop At that point we can see if the ‘Go –Back’ request is even possible A time frame guarantee for after 3:30pm on a weekday is not a proactive resolution for our customerThere are too many variables that cannot be controlled by our business in regards to the other customers/other merchandise/weather /traffic conditions/etcon the run for that dayWe most certainly do not want to let our customer down again Please see below for a list of possible avenues available for proactive resolution: · A first stop time frame request for the foundation exchange on a week day is more reasonably honored without negatively affecting our customer and although there are still variables beyond our control there is far less chance of failureThis would mean we could schedule for a weekday and request the customer be placed in a 6:30a -10:30a timeframe slotRequesting this is done as a first stop then allows the customer to be placed closer to the estimated 6:30am arrival timeOnce the delivery has been successfully completed and our customer is satisfied with the merchandise we will further offer to refund ½ of the delivery fee paid to us as an offer of compensation Or- · We can offer to complete the exchange on the next available Saturday that we have in our scheduleOur routing department will have a very hard time honoring any time frame request for an even exchange on a Saturday so we will not permit a time frame request be entered under this option for resolution (currently the next available date is: December 12, -) Should the customer accept this option for resolution, we do understand that it may cause further inconveniences to their lifestyle therefore we will compensate by refunding the entire delivery fee paid to us after the merchandise has been exchanged and the customer is fully satisfied Or- · If the customer would like the full price of the foundation refunded to them (the sales invoice lists this as $132.70.) we can offer to accommodate that request with the understanding and customer acceptance that this foundation has NO remaining warranty associated with it There is currently a year non prorated warranty on this item and this will be voided out should the full purchase price be refunded Or- · If the customer would like to keep the foundation with the logged damage (we have a description of a dent and a small tear on the left side facing top corner) and also keep the year non prorated warranty active on the foundation we can offer to refund 30% of the purchase price for the foundation to settle this concern (30% = $39.81.) Please note that any refund will be processed to the original method of payment which in this case is the original credit card used Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise coverThis is all I wanted the entire timeAs to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completelyI really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous statements by your staffAnd im percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claimYou should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damageWe really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying themI am not a child nor do I feel like being treated like oneI appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolutionYour company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policiesI work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th. Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.I Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed. Sincerely, [redacted] ***
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their 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 address provided here and under the address, but a different name, there is a purchase from May 2011, which does not match this complaint Can you please ask the consumer to verify the invoice number (order number) associated with their 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 unavailable please ask if the customer can provide the original phone number that may bring up their account 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, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/and I plan on picking it up on 2/1/ Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within days of occurrence which I didThe goof proof representative says this is not an accident and damages are to be handled by Bob's Discount The customer care representatives at Bob Discount were very professional and helpful When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did When no one called back or contacted me with an email I RESENT IT and called Bob's Discount C
e again Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician I am sending proof of phone calls and emails since you state you have no record of me doing any such actionI am very organized person who asks for names when I speak with people as I listed the names in my previous emailIf you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">We are very sorry that there was miscommunication and confusion on this order This caused unacceptable delays in having the bed correctly assembled The issue was finally identified and a resolution was offered Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology we would like to offer this customer a Bob’s store credit in the amount of $ If the customer would like to accept this offer please accept through the Revdex.com and we will create the paperwork and send to the customer on the email on this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] Please see information below - believe phone number will be information needed to look up The order was placed on my roommates card Jeff ColuccioAddress was: [redacted] [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 Unfortunately I will go with option oneI will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement. Sincerely, [redacted]
Good Morning BBB, face="Calibri">We apologize to our customer for any inconveniences we have caused during the warranty claims process. Our records currently indicate that we are scheduled for a service appointment on 7.14.2015 to address this merchandise concern. I attempted to contact the customer via telephone today to confirm this and was unable to reach them directly. At this time- all information points to our company working towards actively resolving this concern under the service benefits associated with this customer’s Goof Proof Plus Plan. Our technician is required to contact our Customer Care Offices prior to leaving the home on 7.14.2015 and we look forward to speaking with/ gaining our customer’s complete satisfaction on that day. Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3">We apologize to our customer for the inconvenience that has been experienced while seeking to get the working parts for these items Our records indicate that as of Sunday our [redacted] Operations Manager followed up with this customer and provided the parts requested At this time we would consider this concern closed unless our customer makes us aware that further assistance is necessary Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, I have reached out to this customer by email directly and also provided my direct phone numberI am seeking to help this customer resolve their concern on a more direct basis Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have choose to go with option # I find that this resolution is satisfactory to me Thank you very much with you assistance in this matter! :-) :-) Sincerely, [redacted]
Good Afternoon Revdex.com, face="Calibri">Please pass on our deepest apologies for any frustration the customer has been met with while working with the Guardian company to report the listed concernsBobs Discount Furniture offers the best protection plan available in our industry and we stand behind the value of the Goof Proof and Goof Proof Plus Plans I have left this customer a voicemail message this afternoon (7.08.2015) with my direct contact number ( [redacted] ) requesting a call back at their earliest convenienceI look forward to speaking with this customer and working to resolve their concerns in the most fair and adequate manner possible as their account currently shows no record of speaking with Bobs Discount Furniture directly to seek resolution for this concern Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] I tried to reach you today to discuss Please feel free to reach out to me tomorrow or you can email with the issues you would like us to take into consideration or the best number to reach you during the day [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am so sorry that you are not satisfied with the options for resolution that we have offered youI can assure you that we did not wait to place your special order; the moment that the sale is written into our system the information is automatically uploaded to a requisite and creates a negative accounting mark within our systemYes, this sectional has been discontinued from our sales floor line up but it does not mean that the vendor (who is a separate company from Bobs, located overseas) discontinued the production of this setAs a furniture retailer we are just as displeased as you are in the amount of time it has taken to receive this merchandiseWe truly believed that this order would come within the initial guidelines we quoted you for and it would be a tragedy to loose your businessWe are trying to reach out to you as our customer and offer you compensation once your order has been received because we have no control over the length of time it takes the vendor to get us the product you have specifically asked forAs it is not a ‘stock’ color available in our warehouse regretfully we cannot satisfy your concern without making an effort to work with the restrictions a third party is providing us I further apologize that the personnel you spoke with were unable to locate pictures or information regarding this sectionalIt took me only a moment to pull up the photo and information I have attached to this communicationClearly we have a training concern that I thank you for bringing to my attention so we can continue to grow It is my understanding after speaking with my colleague that you have continued an open line of communication with her regarding this concernAs to not duplicate efforts I will ask that you please continue to follow up directly with her at [redacted] I sincerely hope you know that Bobs Discount Furniture is doing everything in our power to get you this merchandise and it is never out intention to keep our valuable customer’s waiting when they have granted us the opportunity to serve them Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am uncertain as to whom the customer is referring to in their response as “you guys” As the Revdex.com discloses during the filing of any claim, the Revdex.com offers a valuable mediation channel for both a business and a consumer alike Since our first response to this claim we have clearly outlined what we are doing to resolve this customer’s concern (beyond the policy this consumer fully agreed to at the time of sale) Our last response contained an upgraded offer that again placed the customer’s needs before those of our businessWe continue to maintain that the resolution offers we have in place are fairly weighed out in the customer’s favor As indicated previously: In a final attempt to appease: We will upgrade our reselection offer to validate a Bobs Discount Furniture Store Credit that reflects 100% the cost paid for the current sofa and loveseat in the homeWe will also to cover the cost of delivering the new merchandise the customer selects and provide a Bobs Discount Furniture Store Credit for the amount they paid us for the Goof Proof Plus program At this time this is a generous offer from a retailer seeking to truly solve our customers concern via the life-force of your mediation channelWe are doing more than what is required of us as the retailer and again stand behind the fact that we have put forth fair and adequate offers for resolution that consider our customer’s needs above that of our business We do hope the customer can see the value in our upgraded offer and of course if they would prefer to move forward with the rescheduling of the newly selected loveseat we are happy to honor that request instead Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please see the attached pictures (pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the damage that this merchandise has sufferedWhile we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have receivedThe Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchaseFor these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approvedWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided)It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of saleIn regards to the damage associated with this specific consumer complaint we ask that you again review the photos attachedBobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect natureAs a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection planThis claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directlyWe have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental eventLike many other protection plans the coverage excludes acts of wear and tear or accumulated damagesAs indicated above these parameters are expressed on our sales flyer for this portion of the protection plan The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %
Good Afternoon [redacted], I am very sorry for the disappointment you are experiencing with your merchandiseI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year guarantee periodThe merchandise you have is made of bonded leather, this would have been displayed right in front of the set (and still currently is) while you were making your selection in our showroomBonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of use expansion of the molecules that join the bonded leather to the fabric backing becomes present and the material starts to separate from itselfBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over two years and the direct Bobs warranty on your merchandise expired over one year ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, there is generally no recourse for a business to offer relating to an item’s wear and tear While I personally believe that your concern is related to the bonded leather there are also several different pieces of information associated with your service call within our recordsThe technician who visited your home indicated that the material on the merchandise was “torn” and not “peeling”The technician further advised us that you indicated thinking this occurred from the merchandise being left in direct sunlight and he explained that this “tear” had to have occurred from an accident in the environment causing this to happen to the bonded leatherShould the “tear” be the result of an accident there are several scenarios that are covered under your protection plan called ‘ [redacted] ***’ I have searched through our data base several times and I am unable to locate pictures from his stop at your homeAt this time if you seek further assistance through Bobs Discount Furniture directly we request that you send us pictures of the damage through this Revdex.com channel you have initiated for mediation Please send a minimum of two photos: (1) Photo of the merchandise from a distance so the entire sofa can be seen (1) Photo of your concern with the bonded leather at a close range After receipt of your photos we will review the pictures with our Service Managers and respond with what, if any, further resolution we are able to offer you for this concern I do apologize to you again for any inconvenience or frustration this concern has caused you and I look forward to reviewing your pictures so I can aide in helping you move forward with this claim Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we never intended to disappointment them or cause them any aggravations 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 us As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not always within our control To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 4,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know if our routing department will be able to honor that request or what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has an area that is not cleared for delivery it can cause the team to run earlier or later than expected We further apologize for any confusion that may have been present during our interactions regarding the team possibly coming back on the previously scheduled delivery dates and we are in the process of locating these recording to address any coaching concerns present within these callsIt is common practice and our representatives are continually trained to advise the customer to contact us once they have arrived back to their residence and are physically available to accept deliveryAs a business we cannot confirm if/when someone is actually present in the residence for delivery- therefore we rely on the customer contacting us in this case so that we can map where the team currently is in reference to the customer’s stop At that point we can see if the ‘Go –Back’ request is even possible A time frame guarantee for after 3:30pm on a weekday is not a proactive resolution for our customerThere are too many variables that cannot be controlled by our business in regards to the other customers/other merchandise/weather /traffic conditions/etcon the run for that dayWe most certainly do not want to let our customer down again Please see below for a list of possible avenues available for proactive resolution: · A first stop time frame request for the foundation exchange on a week day is more reasonably honored without negatively affecting our customer and although there are still variables beyond our control there is far less chance of failureThis would mean we could schedule for a weekday and request the customer be placed in a 6:30a -10:30a timeframe slotRequesting this is done as a first stop then allows the customer to be placed closer to the estimated 6:30am arrival timeOnce the delivery has been successfully completed and our customer is satisfied with the merchandise we will further offer to refund ½ of the delivery fee paid to us as an offer of compensation Or- · We can offer to complete the exchange on the next available Saturday that we have in our scheduleOur routing department will have a very hard time honoring any time frame request for an even exchange on a Saturday so we will not permit a time frame request be entered under this option for resolution (currently the next available date is: December 12, -) Should the customer accept this option for resolution, we do understand that it may cause further inconveniences to their lifestyle therefore we will compensate by refunding the entire delivery fee paid to us after the merchandise has been exchanged and the customer is fully satisfied Or- · If the customer would like the full price of the foundation refunded to them (the sales invoice lists this as $132.70.) we can offer to accommodate that request with the understanding and customer acceptance that this foundation has NO remaining warranty associated with it There is currently a year non prorated warranty on this item and this will be voided out should the full purchase price be refunded Or- · If the customer would like to keep the foundation with the logged damage (we have a description of a dent and a small tear on the left side facing top corner) and also keep the year non prorated warranty active on the foundation we can offer to refund 30% of the purchase price for the foundation to settle this concern (30% = $39.81.) Please note that any refund will be processed to the original method of payment which in this case is the original credit card used Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise coverThis is all I wanted the entire timeAs to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completelyI really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous statements by your staffAnd im percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claimYou should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damageWe really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying themI am not a child nor do I feel like being treated like oneI appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolutionYour company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policiesI work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th. Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.I Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed. Sincerely, [redacted] ***