Good Morning ***, size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather setI 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 period offered directly thru our company Bonded 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 usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded 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 four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years 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, we are only able to make a store credit offer to from a place of extreme courtesy and careAs with most protection plans the Goof Proof Plan purchased does not cover wear and tear, this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Queen Sleeper and the Chair from your ‘Park Place’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Queen Sleeper and Chair you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We consider this complaint closed as resolved as the customer’s desired settlement request has fully been metI personally apologize for the frustration our customer has been through in seeking resolution for this obvious concernI further apologize for the lack of care and empathy applied when she has tried several times to directly resolve this with our businessBobs Discount Furniture sees it fair and appropriate to work above and beyond our written policies in this circumstance and provide our customer and her father with the resolution soughtI have left a message for *** on the phone number she provided to the Revdex.com asking that she contact us to schedule the removal of this recliner We are unable to process any monetary refund until the recliner is physically removed from our customer’s home and returned to our distribution centerI have placed an expiration date on this refund credit for in the case that [redacted] father needs to continue to use the chair while procuring another chair that better suits his needsWe most certainly do not want to cause any more negative impact on our customer’s life than we already have Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, I have reached out to this customer directly by the email provided in this complaintI have asked that the customer email me back directly so I can confirm certain details of this account before proceeding to offer any resolutionsMy direct phone number is also listed in the email I sent today ( 4.15.2014) so please advise our customer that I can be contacted back by email or phone (which ever communication channel our customer prefers) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- The Revdex.com is a mediation site They are a tool for a customer to voice a concern; they do not demand or suggest the resolution They do allow the customer and the business to communicate and try to find a solution that is mutually agreeable We have decided to accept the customer request for pickup for refund We have amended the paperwork to reflect this offer Customer must call in with original credit card used- [redacted] *** For security purposes we are only able to see the last four digits of the card number used We would need the customer to either call in or stop by one of our stores with that card available to be able to process the refund Please ensure this is entered before the pickup is scheduled to enable the refund to be processed without delay Once the credit card information is added, we can schedule the pickup at the customer’s convenience We would process the refund to the customer’s card of the cost of the merchandise, the Goof Proof plan and the tax once the pickup is completed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please pass on my apologies for the lack of care [redacted] seems to have been met with while seeking to resolve his concernI also apologize that there is a difference in perspective between our technician and *** I have reached out to [redacted] via phone today (7.16.2014) and verified that we are able to offer [redacted] a one time courtesy exchange of his recliner as a way to resolve this concernShould [redacted] be accepting of this courtesy exchange it is important that he understands and agrees that we are completing this exchange as an extreme courtesy to himAs a business we do not make a habit of disagreeing with our factory trained technician’s reports, Bobs Discount Furniture cares very much about all of our customers concerns and we seek to exemplify that care today by offering [redacted] a resolution that is beyond our polices and proceduresShould the new armless recliner sit in the same way the current armless recliner does and provide [redacted] with the same actions he personally views as a defect, we will not be able to offer recourse on concerns of the same nature I have left a voicemail for [redacted] on the phone number he provided via this complaintI have asked that he contact me at ###-###-#### (or that he contact our office at ###-###-####) to schedule this even exchange Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with 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, email address and address provided here and am not able to locate any account that matches We respectfully request the consumer 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 delivery address for this merchandise or any alternate phone numbers 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 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 feel like this company really could care less about what's in the best interest of the customer I find it very disheartening for company to take advantage of another human being in such a way Bob's isn't giving or offering anything that I wasn't owed The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street I had to go outside to clean up the mess they made I took pictures of everything In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep IHer new bed because is was damaged It sounds to me like this company is only out for the money and has no empathy for all I've been through The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them I don't know why Bob's feels like offering a credit to shop in there store is a gift Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $in Bob's credit What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back This company might as well be stealing from the poor I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did The one thing I know for certain is that what goes around comes around I was always taught to treat people the way I would want to be treated This company has no compassion and giving them a second chance was a very poor decision on my part Sincerely, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because the seller gave an implied warranty of fitness for my use of this recliner Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year The seller agent (repair technician) has stated that the item is not suitably engineered for me Seller then said they would apply a credit for reselection of an item which may better suit me An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purposeThe seller's agent (sales representative) knew or should have known my intended use as it was explicitly described at the time of purchase I should not incur any out of pocket costs due to the inadequate design or manufacture of the merchandise they sellI request a credit for the entire amount of my purchase costs including delivery charges and sales taxes Their stated policy is to replace the item based on the defect and if they decline to do that, they should provide a full credit otherwise including delivery Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry that at a time when the customers should have been able to focus on a very important life event, they instead had to deal with a failed delivery and incorrect order I do see that the rails were damaged on the first delivery attempt making assembly of the bed impossible We scheduled for the next day and the chest was written up incorrectly Everything has been delivered now and we have no report that there are any issues with the pieces in the home I understand that we have frustrated and inconvenienced this customer We have also tried to work with them to try to make this right We were able to offer them a next day delivery, something we normally can not offer The store offered them a discount on a piece so they could get the package they wanted at the price they wanted Our merchandise is already offered at a discount We do not normally allow for an additional discount based on preference I am sorry that we had two failed deliveries at what was a very stressful time for the customer We would not be able to offer more compensation over what has already been offered Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Purchased "Diva Chest of draws"Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the deliveryI called to have it picked up the next day and was told on the phone that it would be picked up and I would get a creditThat I could just pick out whatever at a later timeThey gave me a pick up date and a re-selection numberOf course date of pick up is todayI call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked upRemember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem"Sounds like Bob's employees are coached to bs customers
Complaint: [redacted] I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time I had to get a truck to transfer it safely back to the store Also, the description is not accurate The description says there is a leaf that goes in the table It does not the table is actually a solid top table and does not open There isn't anything about this set that works for us It is misrepresented I would respectfully request to keep this open until I return the table and get a full refund as promised Thank you! This is a quote from the Description: Have a ball with my Blake Bar Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399! Set includes dining table with 18" leaf & dining chairs Dining Table: 42" x 42" x 1/3"Dining Chair: 17"5/x 20"5/x 46" Colors Available: - Spice & White - Cherry & Black- Espresso Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our apologies to the customer for the disappointment they are experiencing with the product and for the lack of care they feel their concern is being addressed with We provide a ‘natural characteristics’ poster in our stores that describes the likely and expected traits for this type of productI have attached this document for Revdex.com and consumer’s review for this claim When the customer initially reported their concern we believed the report indicated a disappointment with the natural characteristics of this piece therefore we offered a one time courtesy exchangeNow after the second table delivery we still believe the customer is communicating a disappointment with the natural characteristics of the itemIn an effort to please the customer we provided the option to them of picking a different product (not made with stone) that may suit their expectations betterAs a business we must take into consideration that with this offer we are now agreeing to remove another table that has nothing structurally wrong with it due to customer preferenceIn all fairness our business did not fail our customer in delivering adequate product that is up to the manufacturing standards of the pieceAs a retailer we also took proactive action to make the consumer aware of what should be expected of this piece prior to the initial sale being completed (by displaying the stone poster information in location) If the customer still wishes to make a reselection on the table because they are unhappy with the natural character of this item we will agree, as another courtesy, to waive the new delivery fee associated with the reselection If the customer disputes this response because they truly believe their table is structurally damaged they are welcome to send thru photos of these damages and we will review these pictures with our Service Management Team to see if any further resolution offer should be made off of the current table top in the home Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the disappointment our customer is experiencing with their product Our records indicate that the living room furniture was delivered on 01/21/and the first report of concern made to us was on 03/21/2015, over three years laterA service technician was dispatched to our customer’s home on and found no cause of manufacturing defect within the sofa or loveseatRegretfully most businesses are unable to take back and refund merchandise after three years for customer preference or wear/tear concernsIt is completely for any furniture to experience a loss in seating resiliency and for top grain leather to experience fading over years of usageShould the customer be experiencing an actual defect in workmanship Bobs Discount Furniture is happy to address this concern once it is fully reported to us In regards to the dining room table we remain very sorry that after multiple delivery attempts in December of we couldn’t deliver our customer a satisfactory tableAs a business we worked outside of our policies and offered this customer a 20% refund on the cost of the tableThis option was fully accepted by the customer as a satisfactory resolution for this concern on 12/13/ As soon as we were made aware of the defect in the customer’s dining room chairs (4.3.2014) we scheduled to have the seats replaced with factory fresh parts, when the customer called back and told us they didn’t want to wait for the parts to arrive we agreed to schedule an even exchange for the customer and completed this even exchange, on our first delivery attempt, on 05/09/ Our customer spoke with our Customer Care call center on to report that they are again unhappy with the dining room chairsWe made a valid effort to address our customers concern directly under their warranty and scheduled a service appointment to occur within the same week On our service technician reported that there are no defects in workmanship with the current dining room chairs in the homeThe customer’s seats are up to manufacturing standards and even though there are no defects in the new chairs- we did offer to order the customer new seats and the customer refused this offer of consideration We do not deny that the customer has experienced failures on their dining room furniture and while we acknowledge that these failures are the result of delivery damages or defects Bobs Discount Furniture has ultimately addressed and resolved these failures with our customer as soon as they were reported to us As a final offer of extreme courtesy we can place a store credit into the customer’s account which will allow the customer to reselect to a new dining room setThis store credit will be based off of the amount the customer originally paid to us (less the 20% refund that was granted previously on the table) and we will expect to remove the current dining room set on the same date we deliver the new dining room furnitureAs a formal form of our apology and because we truly want our customer to be happy with their merchandise, we will also offer to cover the cost of the new delivery fee associated with the new merchandise Should the customer wish to accept our offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can expect the appropriate paperwork to be set up in their account thereafter Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, face="Calibri">While we apologize that our customer is unhappy with their merchandise, the service technician communicated a full report (we spoke to the customer’s father as he was present in the residence on date of service) and found that there were no defects presentThis means that something happened to the merchandise while in this home to cause the mechanism to look and act the way it currently doesThe customer has no record of attempting to file a claim for damages thru the Guardian company for this occurrence since they were referred to do so by us in May of In an extreme effort to meet this consumer’s demands for resolution we will make two (2) courtesy offers for resolution (listed below)Should the customer wish to accept one (1) of these offers they are able to respond via the Revdex.com or contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the selected offer fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offers for Resolution: Option #1: We will order the part needed for repair and install it at no chargeBeing that this is a mechanism order, we must wait for the manufacturer of this product (overseas) to ship it to us directly before we can ship it to the customerAs of today (9.30.2015) this mechanism would take approximately 12-weeks to arrive to the customer after the order has been placed OR Option #2: We will provide the customer with a reselection credit so that they can return to our showroom and select a different set - the following terms apply to this option, should it be selected by the customer for resolution: · The Goof Proof Protection offers all customers a one time replacement within five years – this would be considered that one time replacement and the protection plan will be fulfilled on the sofa · We will provide 100% store credit for the Sofa (affected item) as originally paid per the invoice · We will provide the customer with 70% store credit for the matching loveseat (non affected item with no concerns reported) based off the price originally paid per the invoice · We will provide a pro rated credit for the protection purchased on the loveseat only– this prorated credit will be for $ · The customer will not be charged a delivery fee on the new sale · We will expect to remove the current sofa and loveseat the customer has possession of on the same date we deliver the newly selected furniture · This credit is valid for two months after its creation We look forward to hearing from the customer again so that we can help them move forward from this concern Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for ' [redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
Good Afternoon ***, I apologize the sofa has failed to meet your quality expectationsOur records indicate that the sofa was delivered to your home on, January 11, however, it was not until June that you contacted our office expressing concern with the sofa cushionsAlthough the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to as the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warrantyBased on the date of delivery and type of damage being reported, this is not a manufacturer defectAs a token of our appreciation for your business, I will be happy to mail you a $gift card to be used toward the purchase of (3) replacement seat cores Your business is appreciated and we hope that you find our offer, fair Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that) Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact Sincerely, [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 I feel that going back and forth is no longer a resolutionI will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $gift card toward a future small item Sincerely, [redacted] ***
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the protection plan for the merchandise purchased from Bob’s I see that this purchase was made in May and at that time the customer purchased the option of [redacted] *** The protection plan is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise The purchase came with a one year warranty for manufacturing defects that year expired over three years ago It does come with limited lifetime of Best Effort service While the merchandise is in the same location it was delivered to we will send out technician free of charge to repair any issues he is able, this does not include any parts We did send the tech to the home He was able to repair one of the reported issues at that time While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over a year ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over four years ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case Offering to cancel and refund any [redacted] Plan is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We will offer this customer a gift card in the amount they paid for the [redacted] *** If this customer accepts this offer we will process the request for a $gift card Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning ***, size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather setI 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 period offered directly thru our company Bonded 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 usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded 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 four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years 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, we are only able to make a store credit offer to from a place of extreme courtesy and careAs with most protection plans the Goof Proof Plan purchased does not cover wear and tear, this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Queen Sleeper and the Chair from your ‘Park Place’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Queen Sleeper and Chair you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We consider this complaint closed as resolved as the customer’s desired settlement request has fully been metI personally apologize for the frustration our customer has been through in seeking resolution for this obvious concernI further apologize for the lack of care and empathy applied when she has tried several times to directly resolve this with our businessBobs Discount Furniture sees it fair and appropriate to work above and beyond our written policies in this circumstance and provide our customer and her father with the resolution soughtI have left a message for *** on the phone number she provided to the Revdex.com asking that she contact us to schedule the removal of this recliner We are unable to process any monetary refund until the recliner is physically removed from our customer’s home and returned to our distribution centerI have placed an expiration date on this refund credit for in the case that [redacted] father needs to continue to use the chair while procuring another chair that better suits his needsWe most certainly do not want to cause any more negative impact on our customer’s life than we already have Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, I have reached out to this customer directly by the email provided in this complaintI have asked that the customer email me back directly so I can confirm certain details of this account before proceeding to offer any resolutionsMy direct phone number is also listed in the email I sent today ( 4.15.2014) so please advise our customer that I can be contacted back by email or phone (which ever communication channel our customer prefers) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- The Revdex.com is a mediation site They are a tool for a customer to voice a concern; they do not demand or suggest the resolution They do allow the customer and the business to communicate and try to find a solution that is mutually agreeable We have decided to accept the customer request for pickup for refund We have amended the paperwork to reflect this offer Customer must call in with original credit card used- [redacted] *** For security purposes we are only able to see the last four digits of the card number used We would need the customer to either call in or stop by one of our stores with that card available to be able to process the refund Please ensure this is entered before the pickup is scheduled to enable the refund to be processed without delay Once the credit card information is added, we can schedule the pickup at the customer’s convenience We would process the refund to the customer’s card of the cost of the merchandise, the Goof Proof plan and the tax once the pickup is completed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please pass on my apologies for the lack of care [redacted] seems to have been met with while seeking to resolve his concernI also apologize that there is a difference in perspective between our technician and *** I have reached out to [redacted] via phone today (7.16.2014) and verified that we are able to offer [redacted] a one time courtesy exchange of his recliner as a way to resolve this concernShould [redacted] be accepting of this courtesy exchange it is important that he understands and agrees that we are completing this exchange as an extreme courtesy to himAs a business we do not make a habit of disagreeing with our factory trained technician’s reports, Bobs Discount Furniture cares very much about all of our customers concerns and we seek to exemplify that care today by offering [redacted] a resolution that is beyond our polices and proceduresShould the new armless recliner sit in the same way the current armless recliner does and provide [redacted] with the same actions he personally views as a defect, we will not be able to offer recourse on concerns of the same nature I have left a voicemail for [redacted] on the phone number he provided via this complaintI have asked that he contact me at ###-###-#### (or that he contact our office at ###-###-####) to schedule this even exchange Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with 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, email address and address provided here and am not able to locate any account that matches We respectfully request the consumer 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 delivery address for this merchandise or any alternate phone numbers 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 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 feel like this company really could care less about what's in the best interest of the customer I find it very disheartening for company to take advantage of another human being in such a way Bob's isn't giving or offering anything that I wasn't owed The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street I had to go outside to clean up the mess they made I took pictures of everything In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep IHer new bed because is was damaged It sounds to me like this company is only out for the money and has no empathy for all I've been through The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them I don't know why Bob's feels like offering a credit to shop in there store is a gift Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $in Bob's credit What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back This company might as well be stealing from the poor I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did The one thing I know for certain is that what goes around comes around I was always taught to treat people the way I would want to be treated This company has no compassion and giving them a second chance was a very poor decision on my part Sincerely, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because the seller gave an implied warranty of fitness for my use of this recliner Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year The seller agent (repair technician) has stated that the item is not suitably engineered for me Seller then said they would apply a credit for reselection of an item which may better suit me An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purposeThe seller's agent (sales representative) knew or should have known my intended use as it was explicitly described at the time of purchase I should not incur any out of pocket costs due to the inadequate design or manufacture of the merchandise they sellI request a credit for the entire amount of my purchase costs including delivery charges and sales taxes Their stated policy is to replace the item based on the defect and if they decline to do that, they should provide a full credit otherwise including delivery Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry that at a time when the customers should have been able to focus on a very important life event, they instead had to deal with a failed delivery and incorrect order I do see that the rails were damaged on the first delivery attempt making assembly of the bed impossible We scheduled for the next day and the chest was written up incorrectly Everything has been delivered now and we have no report that there are any issues with the pieces in the home I understand that we have frustrated and inconvenienced this customer We have also tried to work with them to try to make this right We were able to offer them a next day delivery, something we normally can not offer The store offered them a discount on a piece so they could get the package they wanted at the price they wanted Our merchandise is already offered at a discount We do not normally allow for an additional discount based on preference I am sorry that we had two failed deliveries at what was a very stressful time for the customer We would not be able to offer more compensation over what has already been offered Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Purchased "Diva Chest of draws"Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the deliveryI called to have it picked up the next day and was told on the phone that it would be picked up and I would get a creditThat I could just pick out whatever at a later timeThey gave me a pick up date and a re-selection numberOf course date of pick up is todayI call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked upRemember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem"Sounds like Bob's employees are coached to bs customers
Complaint: [redacted] I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time I had to get a truck to transfer it safely back to the store Also, the description is not accurate The description says there is a leaf that goes in the table It does not the table is actually a solid top table and does not open There isn't anything about this set that works for us It is misrepresented I would respectfully request to keep this open until I return the table and get a full refund as promised Thank you! This is a quote from the Description: Have a ball with my Blake Bar Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399! Set includes dining table with 18" leaf & dining chairs Dining Table: 42" x 42" x 1/3"Dining Chair: 17"5/x 20"5/x 46" Colors Available: - Spice & White - Cherry & Black- Espresso Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our apologies to the customer for the disappointment they are experiencing with the product and for the lack of care they feel their concern is being addressed with We provide a ‘natural characteristics’ poster in our stores that describes the likely and expected traits for this type of productI have attached this document for Revdex.com and consumer’s review for this claim When the customer initially reported their concern we believed the report indicated a disappointment with the natural characteristics of this piece therefore we offered a one time courtesy exchangeNow after the second table delivery we still believe the customer is communicating a disappointment with the natural characteristics of the itemIn an effort to please the customer we provided the option to them of picking a different product (not made with stone) that may suit their expectations betterAs a business we must take into consideration that with this offer we are now agreeing to remove another table that has nothing structurally wrong with it due to customer preferenceIn all fairness our business did not fail our customer in delivering adequate product that is up to the manufacturing standards of the pieceAs a retailer we also took proactive action to make the consumer aware of what should be expected of this piece prior to the initial sale being completed (by displaying the stone poster information in location) If the customer still wishes to make a reselection on the table because they are unhappy with the natural character of this item we will agree, as another courtesy, to waive the new delivery fee associated with the reselection If the customer disputes this response because they truly believe their table is structurally damaged they are welcome to send thru photos of these damages and we will review these pictures with our Service Management Team to see if any further resolution offer should be made off of the current table top in the home Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the disappointment our customer is experiencing with their product Our records indicate that the living room furniture was delivered on 01/21/and the first report of concern made to us was on 03/21/2015, over three years laterA service technician was dispatched to our customer’s home on and found no cause of manufacturing defect within the sofa or loveseatRegretfully most businesses are unable to take back and refund merchandise after three years for customer preference or wear/tear concernsIt is completely for any furniture to experience a loss in seating resiliency and for top grain leather to experience fading over years of usageShould the customer be experiencing an actual defect in workmanship Bobs Discount Furniture is happy to address this concern once it is fully reported to us In regards to the dining room table we remain very sorry that after multiple delivery attempts in December of we couldn’t deliver our customer a satisfactory tableAs a business we worked outside of our policies and offered this customer a 20% refund on the cost of the tableThis option was fully accepted by the customer as a satisfactory resolution for this concern on 12/13/ As soon as we were made aware of the defect in the customer’s dining room chairs (4.3.2014) we scheduled to have the seats replaced with factory fresh parts, when the customer called back and told us they didn’t want to wait for the parts to arrive we agreed to schedule an even exchange for the customer and completed this even exchange, on our first delivery attempt, on 05/09/ Our customer spoke with our Customer Care call center on to report that they are again unhappy with the dining room chairsWe made a valid effort to address our customers concern directly under their warranty and scheduled a service appointment to occur within the same week On our service technician reported that there are no defects in workmanship with the current dining room chairs in the homeThe customer’s seats are up to manufacturing standards and even though there are no defects in the new chairs- we did offer to order the customer new seats and the customer refused this offer of consideration We do not deny that the customer has experienced failures on their dining room furniture and while we acknowledge that these failures are the result of delivery damages or defects Bobs Discount Furniture has ultimately addressed and resolved these failures with our customer as soon as they were reported to us As a final offer of extreme courtesy we can place a store credit into the customer’s account which will allow the customer to reselect to a new dining room setThis store credit will be based off of the amount the customer originally paid to us (less the 20% refund that was granted previously on the table) and we will expect to remove the current dining room set on the same date we deliver the new dining room furnitureAs a formal form of our apology and because we truly want our customer to be happy with their merchandise, we will also offer to cover the cost of the new delivery fee associated with the new merchandise Should the customer wish to accept our offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can expect the appropriate paperwork to be set up in their account thereafter Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, face="Calibri">While we apologize that our customer is unhappy with their merchandise, the service technician communicated a full report (we spoke to the customer’s father as he was present in the residence on date of service) and found that there were no defects presentThis means that something happened to the merchandise while in this home to cause the mechanism to look and act the way it currently doesThe customer has no record of attempting to file a claim for damages thru the Guardian company for this occurrence since they were referred to do so by us in May of In an extreme effort to meet this consumer’s demands for resolution we will make two (2) courtesy offers for resolution (listed below)Should the customer wish to accept one (1) of these offers they are able to respond via the Revdex.com or contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the selected offer fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offers for Resolution: Option #1: We will order the part needed for repair and install it at no chargeBeing that this is a mechanism order, we must wait for the manufacturer of this product (overseas) to ship it to us directly before we can ship it to the customerAs of today (9.30.2015) this mechanism would take approximately 12-weeks to arrive to the customer after the order has been placed OR Option #2: We will provide the customer with a reselection credit so that they can return to our showroom and select a different set - the following terms apply to this option, should it be selected by the customer for resolution: · The Goof Proof Protection offers all customers a one time replacement within five years – this would be considered that one time replacement and the protection plan will be fulfilled on the sofa · We will provide 100% store credit for the Sofa (affected item) as originally paid per the invoice · We will provide the customer with 70% store credit for the matching loveseat (non affected item with no concerns reported) based off the price originally paid per the invoice · We will provide a pro rated credit for the protection purchased on the loveseat only– this prorated credit will be for $ · The customer will not be charged a delivery fee on the new sale · We will expect to remove the current sofa and loveseat the customer has possession of on the same date we deliver the newly selected furniture · This credit is valid for two months after its creation We look forward to hearing from the customer again so that we can help them move forward from this concern Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for ' [redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
Good Afternoon ***, I apologize the sofa has failed to meet your quality expectationsOur records indicate that the sofa was delivered to your home on, January 11, however, it was not until June that you contacted our office expressing concern with the sofa cushionsAlthough the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to a
s the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warrantyBased on the date of delivery and type of damage being reported, this is not a manufacturer defectAs a token of our appreciation for your business, I will be happy to mail you a $gift card to be used toward the purchase of (3) replacement seat cores Your business is appreciated and we hope that you find our offer, fair Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that) Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact Sincerely, [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 I feel that going back and forth is no longer a resolutionI will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $gift card toward a future small item Sincerely, [redacted] ***
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the protection plan for the merchandise purchased from Bob’s I see that this purchase was made in May and at that time the customer purchased the option of [redacted] *** The protection plan is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise The purchase came with a one year warranty for manufacturing defects that year expired over three years ago It does come with limited lifetime of Best Effort service While the merchandise is in the same location it was delivered to we will send out technician free of charge to repair any issues he is able, this does not include any parts We did send the tech to the home He was able to repair one of the reported issues at that time While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over a year ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over four years ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case Offering to cancel and refund any [redacted] Plan is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We will offer this customer a gift card in the amount they paid for the [redacted] *** If this customer accepts this offer we will process the request for a $gift card Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture