Good Afternoon [redacted] Roman" size="3"> I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the [redacted] company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friends Add social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesIn most cases the plan costs about 10% of the merchandise cost to the customer and Bobs is paying for technicians (don’t forget about gas), parts, and the cost of disposing and providing new merchandise in many scenariosI cannot imagine how we would be making money off of this plan when we are paying out far more than what is charged to help our customersI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit We are genuinely very sorry when our customers experience failures that result in any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S We sent out our technician for a “Best Effort” service This piece was considerably outside of the one year warranty against manufacturing issues Our tech immediately deemed the piece was not repairable, that stuffing the cushion would not have desired the effectHe was able to determine this very quickly, as the customer has stated The [redacted] insurance that the customer paid for very clearly spells out that it covers the customer for all accidental damages An accident by definition has a “who, what and when” As the customer stated in this complaint, “no one did anything to that cushion” The insurance company denied the claim due to the customer’s inability to provide necessary details Please see attach flyer that this customer was provided at the time of purchase, which outlines what is covered Kindest Regards, Tracy S [redacted] Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> I have spoken with this customer today (10.28.2015) and we have processed an agreed upon courtesy resolution for this concern 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 Sincerely, [redacted]
Good Morning ***, I am so sorry that you haven’t been able to find resolution with your Goof Proof protection plan; I can certainly understand your frustrations and assure you that Bobs Discount Furniture cares about every customer’s concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelines I apologize that you weren’t sent out the terms and conditions sheet from the ‘ [redacted] Company’ shortly after receiving your deliveryHad you requested this information from Bobs we would have provided it to as soon as possibleAs [redacted] is a third party company from Bobs we do not know when a customer is experiencing concerns with this company until our customer reports these concerns directly to usI can also send a copy of the [redacted] contract to your home if this is something you’d like now for your referenceWe agree with you that we should educate our customers more on the protection plan we sell and this is why we have upgraded our website to have a specific link just for frequently asked questions about Goof ProofLike many other protection plans offered on electronics or automobiles there are specific guidelines and exclusionsIn order to remain fair to all our customers there are certain scenarios which are not covered In an effort to try and resolve your concerns I have done extensive research on your account, including speaking with the [redacted] company to get a copy of the report you initially gaveI was hoping to try and dispute the denial result you were given however after reading the report there are several instances that make disputing difficultThe report you provided to [redacted] outlines a mass amount of damages to several different pieces of merchandise caused from nail polish Accumulated damages are not covered as it is reasonable to ask that the customer keep the merchandise in good condition prior to filing a claim for an accidental occurrence Another reason for the denial result is that there is no realistic explanation for how this much nail polish became present on this many pieces of furniture during one accidental occurrence Based on the outcome of the [redacted] company covering a one time replacement of your furniture, requiring this information is not a lot to ask of the consumer Is it possible for you to provide an explanation of how this accident occurred that matches the amount of damages present? ***, it is exceedingly important to me that you grasp the level of care Bobs Discount Furniture has for our customers and their furnitureI promise you I am looking into every angle to try and find some type of resolution for your concernsAccumulated customer caused damage is normally an immediate denial with any retailer regardless if it is a furniture purchase In an effort to explore all avenues and help you with the highest level of excellence, I will ask that you send me current photos of your dresser, chest, and nightstandPlease send a minimum of six (6) photos so I have full knowledge of the condition of your setPlease take one (1) photo of each item from a distance and one (1) photo of each item’s damage up closeAfter receiving these photos I can respond to you with what, if any, options we may have for recourseThank you for your patience with us and I apologize again that these issues have taken up so much of your valuable time I look forward to hearing from you soon and reviewing your photos Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I cannot even begin to describe what a nightmare dealing with this company has beenI purchased a bed on August 22nd, and later that day an associate called to schedule my deliveryThe charge appeared on my credit card statementI believed everything was all setThe delivery date came and went - no bedI thought I may have misunderstood that date, so I called to find out when I'd be receiving my bedA very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card"I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card"I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified"She just said they had refunded the money to the cardI gave Bob's a chance to redeem themselves and re-ordered my bedThis time I did it at the showroom itself so I could be sure there were no problems with my credit cardIt went through and my delivery was re-scheduled for that SaturdayI was working, but my mother kindly offered to give up her day to be there for the deliveryShe was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsidedIt was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wallI have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks nowIt takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help youI've been sleeping on my couch for two weeks and Bob's is completely unconcerned by thisThey even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social mediaThen they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimedThey are a shady, ridiculously bad company and no one should ever give them any businessTrust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
Good Afternoon,I spoke with Ms. [redacted] , just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with... a bedding issue.After speaking with Ms. [redacted] , it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks [redacted] *
Good Afternoon Revdex.com- We had become aware of this issue through another channel We reached out to the customer with our offer of resolution, which the customer accepted We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: We already provided these photos to you customer service team and spoke to them multiple times on this issueYou are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out processPlease refer to your CSR customer database or files for any further clarification you need to make you feel better about this issueYou may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of usThe foam has lost its viscosityWe are not willing to work with you any further on this issue unless you are providing a full refundYou have burnt the bridge for us settling for a warranty replacementWe do not want any of your cheaply made productsI base this statement on other furniture we have purchased from you that are now falling apartWe are not the only ones with warranty issues from your companyThere are hundreds of complaints all over the internetYou should do some research and correct these issues to better your after sales supportYou are providing advertising to the public and for that your company deserves to be punished legally Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for any confusion set forth during this customer’s web purchaseWe further apologize for the rude behavior the customer cites to have been met with while speaking with our Customer Care Team; we take great pride in ensuring that we always offer our customer’s the best care possible and have already begun researching this interaction so that we may take the appropriate coaching opportunities Following our successful procedure for web orders, the stock of the merchandise is never disclosed during the purchasing process on the webThe website does not allow the customer to schedule a delivery date and after the order is placed a Bob’s representative contacts the customer and advises the customer of the anticipated delivery dates we can provide based off of our current warehouse stockThis is the same process that occurs daily on our sales floor and in the majority of cases we have plenty of stock available to provide our customer’s selections withIn rare occurrences we are met with an expected shipping delay from the overseas vendors we work with We still immediately communicate this finding to our customer and while we apologize again for any confusion this customer experienced the act of “ advertising” doesn’t exist in this scenario due to the nature of the orders lifecycle Per our sales invoice should the customer wish to cancel and receive a full refund prior to taking possession of the merchandise, this is always availableThis works directly in the customer’s favor in the case we are met with any unexpected delay in our container shipments At this time this customer’s merchandise is not showing on back order and our records indicate that this merchandise is set to be delivered on to the following shipping name/address information: [redacted] Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making any concern we have caused right so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled resolve this customer’s concern and have worked above and beyond our policies by providing this customer with an apology gift card when the occurrence of disappointment is and was beyond our controlA delivery fee is charged for the honest fact that the customer is contracting a delivery service along with their sales order, we do not work the price of delivery into the price of our discounted products and as the customer still expects the delivery to take place, the charge for delivery remains a reasonable association to this sales order With review and respect to all the facts communicated above we do consider this concern closed as resolved from our end at this time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry for any inconvenience we caused to our customerPlease let our customer know that we do not maintain records with full credit card numbers in our internal systems for our customer’s protection In our [redacted] location we did experience an internal glitch which caused our customers to believe that that they were charged more than once for their purchases in early –mid February/around the time this location had its grand opening sales flowWe assure our customers that they were not charged a duplicate purchase price, but there was an issue that was corrected: History: · Original payment settlement was processed and customer’s credit cards were charged for their purchases made earlier that month · Customers received an accidental refund due to an internal error on the part of our third-party credit card transfer company · The original settlement was re-run again to charge customers in order to correct the refund given in error We recommend that our customers consult their credit card or bank statements and they will find the above transactions which net to make their accounts whole (charging them only once)We are authorized to reimburse any customers for overdraft fees they may have suffered in this process and if Ms [redacted] has had fees applied to her account as a result of this error please ask that she respond with documentation so I may process an additional refund to her In regards to the return of the rug and the refund associated with that return, our Accounting Department has assured me that the remaining funds due to Ms [redacted] were released on I would expect this refund to take a minimum of 5- business days to show on her account Please let Ms [redacted] know again that we are truly sorry for the disappointing experience she endured while making a purchase/return with us and we do hope she will consider giving us another chance to earn her trust back in our business in the future Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: Tell Bob's I am not an it I read the disclosure and it is misleading I have already joined the Class Action Lawsuit against them I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for yearsHow is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] costThis is unacceptable for meEither bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere elseI sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that creditIt was paid for on the original purchaseThat statement is misleading Sincerely, [redacted]
RevDex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will Be awaiting for the part. I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***
Good Morning ***, face="Times New Roman" size="3"> I apologize that you are experiencing any concerns with the furniture and I’d certainly like to help you move forward in any way I can Can you please clarify why you feel your item(s) are defective? Our technician reported to us on that there were no defects present therefore nothing for us to repair as your demanding hereI have included your initial report to us and our technician’s report below for all parties to review: Customer’s initial report: Dresser OSB rsf (Outside Back & Right Side Facing) top corner has a 1/2" chip in the wood Above Comments Added By [redacted] On 07/29/at 14: Technician Notes from service visit: Per tech [redacted] ; in 1130- Dresser OSB (Outside Back) rsf (Right Side) top corner back panel- extra screw hole Normal/good nstands: top underside marble rough- Tech: inspected Normal/good Tech calling from road- due to wait time - Above Comments Added By [redacted] On 08/05/at 12: Your nightstands have ‘Marble’ (stone) tops, however I cannot see that causing you to receive a splinter, is there a new concern with the nightstands that you haven’t reported to our Customer Care Office prior to opening this Revdex.com mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your [redacted] ***I assure that this plan is extremely valuable when used within the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended to cover multiple occurrences of damage as the detailed contract and the sales flyer, we provide at the time of sale, indicatesThis plan is for coverage on one time incidents only and I have included the complete contract and the sales flyer you were provided as attachments for everyone’s review I do apologize that the third party company who manages this plan did not apply any care and empathy to your case when you initially called and I’ll be happy to review your case in more detail directly from Bobs Discount Furniture should you be able to supply me with the following photos thru this Revdex.com channel: (1) Photo of the affected item from a distance (1) Photo of the affected item showing the ‘milk stain’ at close range Like many other protection plans, sold on automobiles, electronics, and home appliances, there is a reasonable expectation that the merchandise has been kept in overall good condition prior to the accidental occurrence of damage being reportedShould your merchandise prove to be in overall good condition besides this damage we will look into what, if anything, we are able to offer you for recourse directly through Bobs Discount Furniture Our records do indicate that we are scheduled to come to your residence to replace a slat on so in all reality Bobs Discount Furniture has been caring for you as our customer [redacted] , the company that manages the accidental portion of your protection plan is separate from Bobs and we are unable to overturn another company’s decision on their own coverage guidelines I look forward to the receipt of your photos thru this Revdex.com website so that I can continue to offer you assistance
Complaint: I am rejecting this response because: The $had nothing to do with my complaintI didn't even include it in my complaint letter because that 20-some-odd dollars wasn't even worth calling them again to have it refundedThey are making it seem like this complaint was issued because no one noticed that they owed me $The amount that was owed and kept from me was just under $1500.00, and they are correct, I've spent nearly $5,at this store since buying my houseThat doesn't even include the bedroom set that I cancelled due to my horrible experienceThe fact that their answer is downplaying what happened just solidifies my theory that they do not understand how much trouble this caused meIt wasn't that they just didn't notice this on their own and correct it, They owed this to me for nearly weeks, I called multiple times about it and nothing was done, and no one EVER called me back about any of it (even though I was promised on occasions to be called back with any information on what was happening)I went into this store in person twice regarding this matter and was blown offI paid more in interest on this furniture set that was never delivered to me than the $they owe me from one of my multiple previous purchases from this storeI don't even want to speak to customer service regarding the dollar refundI may stop in this week and have it put on my card but I do not ever want to speak with that store on the phone againThis was the worst customer service experience I have ever had with any store in my entire years on this earthNot only was one person rude to me, I was blown off multiple times by multiple people who made promises they never kept In my opinion, if Bob's values its reputation (which the staff at this store obviously does not), they would seriously consider some internal cleand hire new staffEverything about this experience upset me to no endI deeply regret buying the goof-proof protection plans, as I do not ever want to deal with them or their affiliates againHowever, I was told they could not take the goof-proof off of anything I bought (I bought it for every item I purchased)The only alternative was (and I am quoting here) to "return the furniture, but you can only do that by calling customer service and then you would have to deal with them again." This was said to me in-person by a managerSo it looks like I am out all of that money as wellJust one more thing they have done to ruin my opinion of this businessThey aren't doing anything to help this situation by saying they will refund money they already owe me anywayIf they want to make things right, they can refund the money I spent on the goof-proof protection and I will deal with my furniture with no coverageOtherwise there is no point in going back and forth with themThey aren't helping to resolve this issue Sincerely, [redacted]
Good Afternoon Revdex.com, face="Calibri">We are sincerely sorry for the errors that occurred on our end to cause this customer such distressWe completely agree with the customer that the failure to continually schedule this order is our fault and we will absolutely address the coaching concerns that have been brought to our attention We are very disappointed that we were unable to salvage our customer’s trust in our business The refund did not have to be processed in the form of a check (taking 7-business days) and could have been processed back to the customer’s original method of payment (credit card) via an unrecorded phone lineOur records do indicate that the check option was selected by the customer as their preference and I have ensured that the account is properly updated to indicate the name/spelling the customer has listed in this Revdex.com complaint of: [redacted] *** I do understand the customer’s apprehension in receiving this check and again apologize for the lack of confidence the customer has been left with Should the customer wish to have a ‘stop payment’ request placed on the check and the original credit card refunded instead, that request can be made to us via our Customer Care Department at any point in timeWe have a ‘refund line’ available that remains unrecorded for our customer’s protection during processing and we never maintain full credit card numbers on file Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed." Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the homeNot only did not one shbut no one returned a call to say no one was comingMy Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with ChristinaAt which point we were beyond going any further with this nighmareChristina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid We are now in possesion of a Bob's Credit Card for $and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome? It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position 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 meI would accept a replacement of the table without purchase of additional warrantyI will wait for instructions from the business on how to proceed Thank you for your assistance Sincerely, Regina Jennings
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe are very sorry that we were not able to make this right and the customer has chosen to cancel much of their order The store has made the necessary corrections and cancelations to the order They have tried to reach the customer but were unable to leave a message Due to internal security we are only able to see the last four digits of the card that was originally used In order to process the refund we would need the customer to call or stop by the store with the credit card [redacted] ending in *** Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] Roman" size="3"> I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the [redacted] company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friends Add social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesIn most cases the plan costs about 10% of the merchandise cost to the customer and Bobs is paying for technicians (don’t forget about gas), parts, and the cost of disposing and providing new merchandise in many scenariosI cannot imagine how we would be making money off of this plan when we are paying out far more than what is charged to help our customersI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit We are genuinely very sorry when our customers experience failures that result in any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S We sent out our technician for a “Best Effort” service This piece was considerably outside of the one year warranty against manufacturing issues Our tech immediately deemed the piece was not repairable, that stuffing the cushion would not have desired the effectHe was able to determine this very quickly, as the customer has stated The [redacted] insurance that the customer paid for very clearly spells out that it covers the customer for all accidental damages An accident by definition has a “who, what and when” As the customer stated in this complaint, “no one did anything to that cushion” The insurance company denied the claim due to the customer’s inability to provide necessary details Please see attach flyer that this customer was provided at the time of purchase, which outlines what is covered Kindest Regards, Tracy S [redacted] Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> I have spoken with this customer today (10.28.2015) and we have processed an agreed upon courtesy resolution for this concern 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 Sincerely, [redacted]
Good Morning ***, I am so sorry that you haven’t been able to find resolution with your Goof Proof protection plan; I can certainly understand your frustrations and assure you that Bobs Discount Furniture cares about every customer’s concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelines I apologize that you weren’t sent out the terms and conditions sheet from the ‘ [redacted] Company’ shortly after receiving your deliveryHad you requested this information from Bobs we would have provided it to as soon as possibleAs [redacted] is a third party company from Bobs we do not know when a customer is experiencing concerns with this company until our customer reports these concerns directly to usI can also send a copy of the [redacted] contract to your home if this is something you’d like now for your referenceWe agree with you that we should educate our customers more on the protection plan we sell and this is why we have upgraded our website to have a specific link just for frequently asked questions about Goof ProofLike many other protection plans offered on electronics or automobiles there are specific guidelines and exclusionsIn order to remain fair to all our customers there are certain scenarios which are not covered In an effort to try and resolve your concerns I have done extensive research on your account, including speaking with the [redacted] company to get a copy of the report you initially gaveI was hoping to try and dispute the denial result you were given however after reading the report there are several instances that make disputing difficultThe report you provided to [redacted] outlines a mass amount of damages to several different pieces of merchandise caused from nail polish Accumulated damages are not covered as it is reasonable to ask that the customer keep the merchandise in good condition prior to filing a claim for an accidental occurrence Another reason for the denial result is that there is no realistic explanation for how this much nail polish became present on this many pieces of furniture during one accidental occurrence Based on the outcome of the [redacted] company covering a one time replacement of your furniture, requiring this information is not a lot to ask of the consumer Is it possible for you to provide an explanation of how this accident occurred that matches the amount of damages present? ***, it is exceedingly important to me that you grasp the level of care Bobs Discount Furniture has for our customers and their furnitureI promise you I am looking into every angle to try and find some type of resolution for your concernsAccumulated customer caused damage is normally an immediate denial with any retailer regardless if it is a furniture purchase In an effort to explore all avenues and help you with the highest level of excellence, I will ask that you send me current photos of your dresser, chest, and nightstandPlease send a minimum of six (6) photos so I have full knowledge of the condition of your setPlease take one (1) photo of each item from a distance and one (1) photo of each item’s damage up closeAfter receiving these photos I can respond to you with what, if any, options we may have for recourseThank you for your patience with us and I apologize again that these issues have taken up so much of your valuable time I look forward to hearing from you soon and reviewing your photos Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I cannot even begin to describe what a nightmare dealing with this company has beenI purchased a bed on August 22nd, and later that day an associate called to schedule my deliveryThe charge appeared on my credit card statementI believed everything was all setThe delivery date came and went - no bedI thought I may have misunderstood that date, so I called to find out when I'd be receiving my bedA very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card"I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card"I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified"She just said they had refunded the money to the cardI gave Bob's a chance to redeem themselves and re-ordered my bedThis time I did it at the showroom itself so I could be sure there were no problems with my credit cardIt went through and my delivery was re-scheduled for that SaturdayI was working, but my mother kindly offered to give up her day to be there for the deliveryShe was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsidedIt was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wallI have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks nowIt takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help youI've been sleeping on my couch for two weeks and Bob's is completely unconcerned by thisThey even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social mediaThen they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimedThey are a shady, ridiculously bad company and no one should ever give them any businessTrust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
Good Afternoon,I spoke with Ms. [redacted] , just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with... a bedding issue.After speaking with Ms. [redacted] , it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks [redacted] *
Good Afternoon Revdex.com- We had become aware of this issue through another channel We reached out to the customer with our offer of resolution, which the customer accepted We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: We already provided these photos to you customer service team and spoke to them multiple times on this issueYou are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out processPlease refer to your CSR customer database or files for any further clarification you need to make you feel better about this issueYou may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of usThe foam has lost its viscosityWe are not willing to work with you any further on this issue unless you are providing a full refundYou have burnt the bridge for us settling for a warranty replacementWe do not want any of your cheaply made productsI base this statement on other furniture we have purchased from you that are now falling apartWe are not the only ones with warranty issues from your companyThere are hundreds of complaints all over the internetYou should do some research and correct these issues to better your after sales supportYou are providing advertising to the public and for that your company deserves to be punished legally Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for any confusion set forth during this customer’s web purchaseWe further apologize for the rude behavior the customer cites to have been met with while speaking with our Customer Care Team; we take great pride in ensuring that we always offer our customer’s the best care possible and have already begun researching this interaction so that we may take the appropriate coaching opportunities Following our successful procedure for web orders, the stock of the merchandise is never disclosed during the purchasing process on the webThe website does not allow the customer to schedule a delivery date and after the order is placed a Bob’s representative contacts the customer and advises the customer of the anticipated delivery dates we can provide based off of our current warehouse stockThis is the same process that occurs daily on our sales floor and in the majority of cases we have plenty of stock available to provide our customer’s selections withIn rare occurrences we are met with an expected shipping delay from the overseas vendors we work with We still immediately communicate this finding to our customer and while we apologize again for any confusion this customer experienced the act of “ advertising” doesn’t exist in this scenario due to the nature of the orders lifecycle Per our sales invoice should the customer wish to cancel and receive a full refund prior to taking possession of the merchandise, this is always availableThis works directly in the customer’s favor in the case we are met with any unexpected delay in our container shipments At this time this customer’s merchandise is not showing on back order and our records indicate that this merchandise is set to be delivered on to the following shipping name/address information: [redacted] Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making any concern we have caused right so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled resolve this customer’s concern and have worked above and beyond our policies by providing this customer with an apology gift card when the occurrence of disappointment is and was beyond our controlA delivery fee is charged for the honest fact that the customer is contracting a delivery service along with their sales order, we do not work the price of delivery into the price of our discounted products and as the customer still expects the delivery to take place, the charge for delivery remains a reasonable association to this sales order With review and respect to all the facts communicated above we do consider this concern closed as resolved from our end at this time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry for any inconvenience we caused to our customerPlease let our customer know that we do not maintain records with full credit card numbers in our internal systems for our customer’s protection In our [redacted] location we did experience an internal glitch which caused our customers to believe that that they were charged more than once for their purchases in early –mid February/around the time this location had its grand opening sales flowWe assure our customers that they were not charged a duplicate purchase price, but there was an issue that was corrected: History: · Original payment settlement was processed and customer’s credit cards were charged for their purchases made earlier that month · Customers received an accidental refund due to an internal error on the part of our third-party credit card transfer company · The original settlement was re-run again to charge customers in order to correct the refund given in error We recommend that our customers consult their credit card or bank statements and they will find the above transactions which net to make their accounts whole (charging them only once)We are authorized to reimburse any customers for overdraft fees they may have suffered in this process and if Ms [redacted] has had fees applied to her account as a result of this error please ask that she respond with documentation so I may process an additional refund to her In regards to the return of the rug and the refund associated with that return, our Accounting Department has assured me that the remaining funds due to Ms [redacted] were released on I would expect this refund to take a minimum of 5- business days to show on her account Please let Ms [redacted] know again that we are truly sorry for the disappointing experience she endured while making a purchase/return with us and we do hope she will consider giving us another chance to earn her trust back in our business in the future Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: Tell Bob's I am not an i
t I read the disclosure and it is misleading I have already joined the Class Action Lawsuit against them I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for yearsHow is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] costThis is unacceptable for meEither bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere elseI sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that creditIt was paid for on the original purchaseThat statement is misleading Sincerely, [redacted]
RevDex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will Be awaiting for the part. I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***
Good Morning ***, face="Times New Roman" size="3"> I apologize that you are experiencing any concerns with the furniture and I’d certainly like to help you move forward in any way I can Can you please clarify why you feel your item(s) are defective? Our technician reported to us on that there were no defects present therefore nothing for us to repair as your demanding hereI have included your initial report to us and our technician’s report below for all parties to review: Customer’s initial report: Dresser OSB rsf (Outside Back & Right Side Facing) top corner has a 1/2" chip in the wood Above Comments Added By [redacted] On 07/29/at 14: Technician Notes from service visit: Per tech [redacted] ; in 1130- Dresser OSB (Outside Back) rsf (Right Side) top corner back panel- extra screw hole Normal/good nstands: top underside marble rough- Tech: inspected Normal/good Tech calling from road- due to wait time - Above Comments Added By [redacted] On 08/05/at 12: Your nightstands have ‘Marble’ (stone) tops, however I cannot see that causing you to receive a splinter, is there a new concern with the nightstands that you haven’t reported to our Customer Care Office prior to opening this Revdex.com mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your [redacted] ***I assure that this plan is extremely valuable when used within the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended to cover multiple occurrences of damage as the detailed contract and the sales flyer, we provide at the time of sale, indicatesThis plan is for coverage on one time incidents only and I have included the complete contract and the sales flyer you were provided as attachments for everyone’s review I do apologize that the third party company who manages this plan did not apply any care and empathy to your case when you initially called and I’ll be happy to review your case in more detail directly from Bobs Discount Furniture should you be able to supply me with the following photos thru this Revdex.com channel: (1) Photo of the affected item from a distance (1) Photo of the affected item showing the ‘milk stain’ at close range Like many other protection plans, sold on automobiles, electronics, and home appliances, there is a reasonable expectation that the merchandise has been kept in overall good condition prior to the accidental occurrence of damage being reportedShould your merchandise prove to be in overall good condition besides this damage we will look into what, if anything, we are able to offer you for recourse directly through Bobs Discount Furniture Our records do indicate that we are scheduled to come to your residence to replace a slat on so in all reality Bobs Discount Furniture has been caring for you as our customer [redacted] , the company that manages the accidental portion of your protection plan is separate from Bobs and we are unable to overturn another company’s decision on their own coverage guidelines I look forward to the receipt of your photos thru this Revdex.com website so that I can continue to offer you assistance
Complaint: I am rejecting this response because: The $had nothing to do with my complaintI didn't even include it in my complaint letter because that 20-some-odd dollars wasn't even worth calling them again to have it refundedThey are making it seem like this complaint was issued because no one noticed that they owed me $The amount that was owed and kept from me was just under $1500.00, and they are correct, I've spent nearly $5,at this store since buying my houseThat doesn't even include the bedroom set that I cancelled due to my horrible experienceThe fact that their answer is downplaying what happened just solidifies my theory that they do not understand how much trouble this caused meIt wasn't that they just didn't notice this on their own and correct it, They owed this to me for nearly weeks, I called multiple times about it and nothing was done, and no one EVER called me back about any of it (even though I was promised on occasions to be called back with any information on what was happening)I went into this store in person twice regarding this matter and was blown offI paid more in interest on this furniture set that was never delivered to me than the $they owe me from one of my multiple previous purchases from this storeI don't even want to speak to customer service regarding the dollar refundI may stop in this week and have it put on my card but I do not ever want to speak with that store on the phone againThis was the worst customer service experience I have ever had with any store in my entire years on this earthNot only was one person rude to me, I was blown off multiple times by multiple people who made promises they never kept In my opinion, if Bob's values its reputation (which the staff at this store obviously does not), they would seriously consider some internal cleand hire new staffEverything about this experience upset me to no endI deeply regret buying the goof-proof protection plans, as I do not ever want to deal with them or their affiliates againHowever, I was told they could not take the goof-proof off of anything I bought (I bought it for every item I purchased)The only alternative was (and I am quoting here) to "return the furniture, but you can only do that by calling customer service and then you would have to deal with them again." This was said to me in-person by a managerSo it looks like I am out all of that money as wellJust one more thing they have done to ruin my opinion of this businessThey aren't doing anything to help this situation by saying they will refund money they already owe me anywayIf they want to make things right, they can refund the money I spent on the goof-proof protection and I will deal with my furniture with no coverageOtherwise there is no point in going back and forth with themThey aren't helping to resolve this issue Sincerely, [redacted]
Good Afternoon Revdex.com, face="Calibri">We are sincerely sorry for the errors that occurred on our end to cause this customer such distressWe completely agree with the customer that the failure to continually schedule this order is our fault and we will absolutely address the coaching concerns that have been brought to our attention We are very disappointed that we were unable to salvage our customer’s trust in our business The refund did not have to be processed in the form of a check (taking 7-business days) and could have been processed back to the customer’s original method of payment (credit card) via an unrecorded phone lineOur records do indicate that the check option was selected by the customer as their preference and I have ensured that the account is properly updated to indicate the name/spelling the customer has listed in this Revdex.com complaint of: [redacted] *** I do understand the customer’s apprehension in receiving this check and again apologize for the lack of confidence the customer has been left with Should the customer wish to have a ‘stop payment’ request placed on the check and the original credit card refunded instead, that request can be made to us via our Customer Care Department at any point in timeWe have a ‘refund line’ available that remains unrecorded for our customer’s protection during processing and we never maintain full credit card numbers on file Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed." Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the homeNot only did not one shbut no one returned a call to say no one was comingMy Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with ChristinaAt which point we were beyond going any further with this nighmareChristina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid We are now in possesion of a Bob's Credit Card for $and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome? It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position 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 meI would accept a replacement of the table without purchase of additional warrantyI will wait for instructions from the business on how to proceed Thank you for your assistance Sincerely, Regina Jennings
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe are very sorry that we were not able to make this right and the customer has chosen to cancel much of their order The store has made the necessary corrections and cancelations to the order They have tried to reach the customer but were unable to leave a message Due to internal security we are only able to see the last four digits of the card that was originally used In order to process the refund we would need the customer to call or stop by the store with the credit card [redacted] ending in *** Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison