Good Morning Revdex.com, I called and left a message for [redacted] today (1.21.2015) at the daytime number she has provided to the Revdex.com I advised the customer of my direct phone number and ask that you please pass this along for her use ###-###-#### We are truly very sorry for the frustrations that our many failures have caused our customer and given that there are many specific pending details to confirm with our customer, we are seeking to speak with the customer on a verbal basis if at all possible Should [redacted] prefer our responses be provided in writing only thru the mediation channel she has opened with you please ask that she write back to this response indicating so and we will comply with her communication request Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, 10pt;">We are very sorry for the delivery not being completed on the first scheduled date The team reported to us that they knocked on the door and they were told by the young man that they didn’t know anyone by that nameThere are two possible explanations Maybe the team was at the wrong home or maybe a resident thought it was funny to send the team away With there being a chance the failure was on the part of Bob’s we will offer compensation for the missed delivery We took many steps to ensure that this would be completed yesterday This delivery has been successfully completed at this time At this purchase was paid for with a Gift Card, any compensation would be in gift card form Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the missed delivery we will offer a gift card in the amount of $for the failed delivery If the customer would like to proceed, they can reply that they accept and we will process the necessary paperwork Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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 Afternoon Revdex.com, size="3">I personally spoke with this customer on and sincerely apologized to her for the inconvenience that the back ordered sofa was causing her to deal withAt that time I explained to [redacted] that the merchandise coming in from our overseas vendor is a part of our business that regretfully we have little to no control overI know for a fact that no one in our business ever expected this item to continually be on back order again and again On that day I came up with a solution, one that was completely beyond our policies to do, to appease the wait that time that our customer was already experiencingWe delivered a loaner piece of product to the customer three days later as she has also depicted here Our inventory system continually showed us that this sofa was available to schedule on the dates we agreed upon with [redacted] We are just as disappointed as the customer is that we do not have this sofa and the massive amounts of sofa’s sitting on a container in port have yet to arrive to our distribution centerI can completely understand her frustration having to wait on the sofa to come in and at this point we literally have done everything in our power (including taking a loss on a totally separate piece of furniture so she would have seating) to try and combat the back ordered merchandise issue that remains beyond our control Should [redacted] not be able to use the loaner loveseat and wait for the sofa to arrive we do understand this and will certainly remove the product she has (two loveseats) from her home and refund her purchase price in fullThe removal of product can happen as early as (Saturday) should she like because our records indicate that a pickup order remains active on her account for Our Customer Care Office has already approved offering [redacted] monetary compensation once her concern has been fully rectified and again this is an extreme effort on our part as any further form of apology from us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures We have been and continue to work above and beyond to address this scenario We do recognize the level of aggression that [redacted] has been communicating to us and we have continually tried to meet her demands to the best of our abilitiesWe apologize that she remains so upset and empathize with her frustration Please ask that [redacted] respond thru this Revdex.com channel that she opened or contact us at our Customer Care Office via ###-###-#### to advise us if she’d like to keep the pick up scheduled for Should she wants us to remove the 2nd loveseat she maintains on that same day we will do so and begin the process for granting a monetary refund to her original method of payment Kind Regards, [redacted] Bobs Discount Furniture [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: 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]
Complaint: [redacted] I am rejecting this response because:I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VAI have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/This is the same story I got for months from Bob's customer servicePlease refer to the attached photos of the display and help stop them from scamming othersIt is very convenient that they lost all information regarding the Phoenix line, luckily I took photos of what we were buying Sincerely, [redacted]
Good Morning Revdex.com, We are very sorry that our customer wasn’t properly followed up with on our need for informationWe appreciate our customer bringing this failure to our attention so that we may address the training concerns we haveOur records indicate that this customer’s check was cut from our CT Corporate Office on (the next day after the claim was logged to you)Our records reflect a check number of ***, please let me know if our customer requires further assistance at this time Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in from Bob's Discount Furniture in [redacted] with the " [redacted] ***." Under three years later, we noticed that the material started to "soften" and then eventually crack and peelDuring that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defectThroughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather"No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofaI should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with itWhat we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standardsAs a final act of reasoning, we went to the store to see if there was something they could doManagement seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a yearAt the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage toReluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two daysOne week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once againIs this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phoneHow can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departmentsHe argued with me about the type of damage, how it was from wear, despite its occurrence after only 2-years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furnitureFrustrated and angry, I handed the phone back to the "manager" and said we would never shop here againIn conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny serviceYou lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them forWhat you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and guaranteesYour methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($59.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
RevDex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me. There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially purchased with the understanding that the tentative delivery date will be on 2.13.2016 (as long as there are no unforeseen events with this shipping container I.E –U.S. Customs can and may detain the vendors container in port) and we will return 10% of the customer’s BED –HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed. Sincerely, [redacted]
Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture has failed to meet your expectationsYour satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate goal.You reference purchasing a $sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding offWe dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding offAlthough the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfactionSince your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July If you should choose to accept this offer you will have a store credit in the amount of $and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks, [redacted] **
Complaint: [redacted] I am rejecting this response because: As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and credit check and written letter to the credit reporting agenciesMy complaint also detailed an additional purchase for a coffee table set weeks later that has not been resolved so I went into the store a got a refund days after the purchase that was told would be delivered to store a days earlier.for the coffee table set Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The sales man did in fact lie to me at the time of purchaseAs I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly didHe stated it covered everythingNot once during our conversation did he mention what it did not cover Again, he sold me something, and I got something differentIf I got what the sales man sold me, I would have a covered claimBut I do not have a covered claim because the sales man sold me a lie Sincerely, [redacted]
Good Morning Revdex.com- We absolutely understand this customer’s frustration with this exchange and we agree I have changed the exchange to reflect that we will not be charging a new delivery fee It is not the customer’s fault that the store is not able to take back the damaged product We will absolutely make this right, we tried to reach the customer to schedule the exchange, we were only able to leave messages at both numbers We are very sorry for the delay in the replacement of the mattress, please have the customer call either the store or customer care at their earliest convenience to schedule the exchange Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
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 meBob's did resolve this and I am very thankfulHowever it was not until I called corporate and reached out to you that this was resolvedPam from the goof proof called me right away to resolve this problemTheir customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaintI suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stoneI was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our apologies for the processing error that has caused our customer to experience such a tremendous amount of failure from usThe customer’s merchandise was purchased in therefore the item is out of warranty with us directly however the customer is completely accurate in stating that they were approved for two (2) seat replacements and not just one (1) I was able to locate the original documentation that indicates the initial order was intended to be for two seat casings and I truly apologize to our customer that they have been met with any hassle in seeking their second seat I am unable to order the casing and core separately as the vendor only offers the two parts as oneI have placed the order for the additional seat casing/core for our customer (Service order number: [redacted] ) and the current anticipated arrival time is late May of Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon BBB, I have spoken to [redacted] today and apologized for the terrible experience she has had with us thus far. We have corrected our accounting issue and [redacted] has agreed to take delivery of her dining room set on 9.04.2014 (this Thursday). I will be personally following up with [redacted] after her delivery on 9.04.2014 to discuss a further form of monetary apology for the lack of care and follow up that [redacted] received from us while making her new purchase. I have also provided [redacted] with my direct contact information so that she may receive the best care possible and the direct attention her concern deserves. Thank you for the opportunity to make it right, [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 purchase experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working with Rowan to rectify the situation and reach a satisfactory outcome We do want to advise that the sales order that the customer signed at point of purchase does clearly state that we can provide service under the warranty while the merchandise is in the service area Moving the merchandise outside of service are does nullify the manufacturing warranty The damages reported are not manufacturing defects Scratches, dents and scuffs are what we would define as delivery or installation damages As this customer picked up the merchandise and transported it over a thousand miles, we would not be able to take responsibility for these damages Under these circumstances the offer that Rowan made is very generous and outside of policy This offer was made as a courtesy to try to make this right for this customer Kindest Regards, Tracy S [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 Revdex.com, I called and left a message for [redacted] today (1.21.2015) at the daytime number she has provided to the Revdex.com I advised the customer of my direct phone number and ask that you please pass this along for her use ###-###-#### We are truly very sorry for the frustrations that our many failures have caused our customer and given that there are many specific pending details to confirm with our customer, we are seeking to speak with the customer on a verbal basis if at all possible Should [redacted] prefer our responses be provided in writing only thru the mediation channel she has opened with you please ask that she write back to this response indicating so and we will comply with her communication request Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, 10pt;">We are very sorry for the delivery not being completed on the first scheduled date The team reported to us that they knocked on the door and they were told by the young man that they didn’t know anyone by that nameThere are two possible explanations Maybe the team was at the wrong home or maybe a resident thought it was funny to send the team away With there being a chance the failure was on the part of Bob’s we will offer compensation for the missed delivery We took many steps to ensure that this would be completed yesterday This delivery has been successfully completed at this time At this purchase was paid for with a Gift Card, any compensation would be in gift card form Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the missed delivery we will offer a gift card in the amount of $for the failed delivery If the customer would like to proceed, they can reply that they accept and we will process the necessary paperwork Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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 Afternoon Revdex.com, size="3">I personally spoke with this customer on and sincerely apologized to her for the inconvenience that the back ordered sofa was causing her to deal withAt that time I explained to [redacted] that the merchandise coming in from our overseas vendor is a part of our business that regretfully we have little to no control overI know for a fact that no one in our business ever expected this item to continually be on back order again and again On that day I came up with a solution, one that was completely beyond our policies to do, to appease the wait that time that our customer was already experiencingWe delivered a loaner piece of product to the customer three days later as she has also depicted here Our inventory system continually showed us that this sofa was available to schedule on the dates we agreed upon with [redacted] We are just as disappointed as the customer is that we do not have this sofa and the massive amounts of sofa’s sitting on a container in port have yet to arrive to our distribution centerI can completely understand her frustration having to wait on the sofa to come in and at this point we literally have done everything in our power (including taking a loss on a totally separate piece of furniture so she would have seating) to try and combat the back ordered merchandise issue that remains beyond our control Should [redacted] not be able to use the loaner loveseat and wait for the sofa to arrive we do understand this and will certainly remove the product she has (two loveseats) from her home and refund her purchase price in fullThe removal of product can happen as early as (Saturday) should she like because our records indicate that a pickup order remains active on her account for Our Customer Care Office has already approved offering [redacted] monetary compensation once her concern has been fully rectified and again this is an extreme effort on our part as any further form of apology from us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures We have been and continue to work above and beyond to address this scenario We do recognize the level of aggression that [redacted] has been communicating to us and we have continually tried to meet her demands to the best of our abilitiesWe apologize that she remains so upset and empathize with her frustration Please ask that [redacted] respond thru this Revdex.com channel that she opened or contact us at our Customer Care Office via ###-###-#### to advise us if she’d like to keep the pick up scheduled for Should she wants us to remove the 2nd loveseat she maintains on that same day we will do so and begin the process for granting a monetary refund to her original method of payment Kind Regards, [redacted] Bobs Discount Furniture [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: 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]
Complaint: [redacted] I am rejecting this response because:I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VAI have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/This is the same story I got for months from Bob's customer servicePlease refer to the attached photos of the display and help stop them from scamming othersIt is very convenient that they lost all information regarding the Phoenix line, luckily I took photos of what we were buying Sincerely, [redacted]
Good Morning Revdex.com, We are very sorry that our customer wasn’t properly followed up with on our need for informationWe appreciate our customer bringing this failure to our attention so that we may address the training concerns we haveOur records indicate that this customer’s check was cut from our CT Corporate Office on (the next day after the claim was logged to you)Our records reflect a check number of ***, please let me know if our customer requires further assistance at this time Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in from Bob's Discount Furniture in [redacted] with the " [redacted] ***." Under three years later, we noticed that the material started to "soften" and then eventually crack and peelDuring that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defectThroughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather"No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofaI should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with itWhat we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standardsAs a final act of reasoning, we went to the store to see if there was something they could doManagement seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a yearAt the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage toReluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two daysOne week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once againIs this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phoneHow can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departmentsHe argued with me about the type of damage, how it was from wear, despite its occurrence after only 2-years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furnitureFrustrated and angry, I handed the phone back to the "manager" and said we would never shop here againIn conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny serviceYou lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them forWhat you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and guaranteesYour methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($59.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
RevDex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me. There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially purchased with the understanding that the tentative delivery date will be on 2.13.2016 (as long as there are no unforeseen events with this shipping container I.E –U.S. Customs can and may detain the vendors container in port) and we will return 10% of the customer’s BED –HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed. Sincerely, [redacted]
Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture has failed to meet your expectationsYour satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate goal.You reference purchasing a $sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding offWe dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding offAlthough the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfactionSince your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July If you should choose to accept this offer you will have a store credit in the amount of $and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks, [redacted] **
Complaint: [redacted] I am rejecting this response because: As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and credit check and written letter to the credit reporting agenciesMy complaint also detailed an additional purchase for a coffee table set weeks later that has not been resolved so I went into the store a got a refund days after the purchase that was told would be delivered to store a days earlier.for the coffee table set Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The sales man did in fact lie to me at the time of purchaseAs I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly didHe stated it covered everythingNot once during our conversation did he mention what it did not cover Again, he sold me something, and I got something differentIf I got what the sales man sold me, I would have a covered claimBut I do not have a covered claim because the sales man sold me a lie Sincerely, [redacted]
Good Morning Revdex.com- We absolutely understand this customer’s frustration with this exchange and we agree I have changed the exchange to reflect that we will not be charging a new delivery fee It is not the customer’s fault that the store is not able to take back the damaged product We will absolutely make this right, we tried to reach the customer to schedule the exchange, we were only able to leave messages at both numbers We are very sorry for the delay in the replacement of the mattress, please have the customer call either the store or customer care at their earliest convenience to schedule the exchange Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
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 meBob's did resolve this and I am very thankfulHowever it was not until I called corporate and reached out to you that this was resolvedPam from the goof proof called me right away to resolve this problemTheir customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaintI suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stoneI was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our apologies for the processing error that has caused our customer to experience such a tremendous amount of failure from usThe customer’s merchandise was purchased in therefore the item is out of warranty with us directly however the customer is completely accurate in stating that they were approved for two (2) seat replacements and not just one (1) I was able to locate the original documentation that indicates the initial order was intended to be for two seat casings and I truly apologize to our customer that they have been met with any hassle in seeking their second seat I am unable to order the casing and core separately as the vendor only offers the two parts as oneI have placed the order for the additional seat casing/core for our customer (Service order number: [redacted] ) and the current anticipated arrival time is late May of Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon BBB, I have spoken to [redacted] today and apologized for the terrible experience she has had with us thus far. We have corrected our accounting issue and [redacted] has agreed to take delivery of her dining room set on 9.04.2014 (this Thursday). I will be personally following up with [redacted] after her delivery on 9.04.2014 to discuss a further form of monetary apology for the lack of care and follow up that [redacted] received from us while making her new purchase. I have also provided [redacted] with my direct contact information so that she may receive the best care possible and the direct attention her concern deserves. Thank you for the opportunity to make it right, [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 purchase experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working with Rowan to rectify the situation and reach a satisfactory outcome We do want to advise that the sales order that the customer signed at point of purchase does clearly state that we can provide service under the warranty while the merchandise is in the service area Moving the merchandise outside of service are does nullify the manufacturing warranty The damages reported are not manufacturing defects Scratches, dents and scuffs are what we would define as delivery or installation damages As this customer picked up the merchandise and transported it over a thousand miles, we would not be able to take responsibility for these damages Under these circumstances the offer that Rowan made is very generous and outside of policy This offer was made as a courtesy to try to make this right for this customer Kindest Regards, Tracy S [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] ***