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
Good Morning [redacted] , I am so sorry to learn of all the disappointment you experienced with this purchaseI completely understand your frustrations with having to wait to get your merchandise after you were promised it would be delivered on two separate occasionsI further apologize that you feel let down in regards to choosing Bobs Discount Furniture as the retailer where you would finally make your bedding purchase, I assure you that we care very much for our customers and the behavior you received when communicating your concerns to us is behavior that we consider absolutely intolerableOur customers are the most important part of our business and we recognize that we must ensure your satisfaction Our records reflect that you made this purchase through the ‘Acceptance Now’ company/purchasing optionRegretfully refunding your delivery fee in a monetary form would not be possible as you did not purchase directly through Bobs Discount FurnitureThe only company who has received any revenue from you thus far is ‘Acceptance Now’ Please review the first page of your signed agreement from ‘Acceptance Now’ as this page depicts that you are currently leasing this merchandise and ‘Acceptance Now’ is the actual owner of this product through the length of term listed on this agreementPlease know that I agree with your concerns wholeheartedly and while we are unable to control certain events like winter weather, I do feel that you deserve compensation as a further apology for the stress we have caused you during this purchase and delivery processWe are able to offer you a $(the price you paid for delivery) Bobs Discount Furniture Gift Card as a form of further apology for your concernsThis gift card will never expire and can be used to purchase cash and carry or ‘Pit’/Clearance items should you feel you would rather not accept a delivery again from usPlease respond to me and let me know if you will accept this option for resolution as I am eager to help resolve your concerns I am so sorry that you had to heighten your concerns to this level to ensure they were properly recognized and I truly appreciate you taking your time to make this complaint so we can continue to improve our overall customer experience Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries continue to cause our customer I do not see that this customer was scheduled for BWB delivery howeverThe delivery of 2/12/was originally scheduled as the 10th stop of the day with an afternoon timeframe This would have been communicated by our automated system 24-hours prior to the delivery date The second delivery scheduled was 2/22/ This was scheduled with an estimated timeframe of 10am-2pm which was communicated to the customer 24- hours prior to delivery The team was at the home at they waited minutes to allow us to try to reach the customer, they were moved on at We can certainly understand the customer’s frustration We believe the customer is owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us We currently have a delivery and an even exchange scheduled for to resolve the remaining concerns with this merchandise We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the delivery is completed any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion We do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence We will review the account and what further we are able to offer Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: You stated that you had an older versionOlder versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily I want my couch fixed & the warranty I paid for honoredThat is how you get good customer service This would never happen with [redacted] or *** They're more expensive but they would never let their customers wait months to get their furniture fixed I know I had bought from them before & never went through this Sincerely, [redacted] ***
Good Afternoon Revdex.com- We are very sorry that this customer decided to cancel the order The sale was canceled on No one in our organization should have ever made any guarantee regarding a credit card refund timeframe We can process the paperwork on our end then it goes to that bank or that credit card company and it is up to them to post that money to their customer’s account We can not control that aspect On our end the refund of $has already been sent to the customer’s [redacted] account There is no hold or block on the refund The information has been sent The remainder of the process is now between the customer and the company the [redacted] card is through We hope that this is processed quickly Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Ms [redacted] , Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/and is waiting your decision...Good Morning [redacted] , I apologize for the issues you have had with the dresser thatyou purchasedIf the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger availableI can offer you several alternative options1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you In addition I am willing to return theoriginal delivery fee of so essentially this would be a refund toyour [redacted] account of If you have already paid off [redacted] then they would cut you a check in that amount If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution Please let me know your thoughts on what we have proposed andalso let me know if you have questions Best Regards, [redacted] ***Please respond to Pam's email or to the Revdex.com.Thank you, [redacted] **
From: [redacted] Sent: Tuesday, April 15, 10:AM To: [redacted] Subject: Resolution on claim [redacted] My Complaint # [redacted] was resolved by Bob's Discount Furniture store They replaced my damaged couches for new ones Please close this case Thank you [redacted]
Good Afternoon Revdex.com- We are very sorry for the error that caused so much frustration We are very sorry that this was not caught and corrected at the time the purchase was madeWe do see at this time, the customer has accepted the delivery of the sofa, the team was able to complete the delivery without incident, during the Breakfast with Bobs timeframe We are glad the customer decided to reconsider the cancelation and give us the opportunity to make this right Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Looking at your account I can not believe no one has offered you a refund before now It is unthinkable to put a customer through this many deliveries, reselections and services I am so sorry This has all been over a one year span? Truly unbelievable, and yet, you have had to live through it I will absolutely not require you to take another delivery If you would like me to cancel the exchange that has been scheduled for 2/23/we can certainly pick up the merchandise for a refund We would be refunding back you [redacted] I need to know from you what pieces you want to return I need to know if you want us to just pick up the [redacted] ***, or would you like other pieces you have bought over the year picked up as well? Please advise on how you would like this to proceed, Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for any misunderstandings The rug was delivered August The rug is covered for five years for manufacturing defects through Bob’s and damage from a single accident through [redacted] I do see that this customer called in to report issues to the rug on During the conversation with the agent, while the agent was trying to ascertain what the damage is and if it is damage that might be manufacturing in nature and we would then send a Bob’s technician or if it is damage from an accident the customer became upset and disconnected the call It is necessary for the process to ask when the damage occurred and how That enables us to ensure we are processing the claim correctly We would expect if a piece was delivered into the home with damage the customer calls us within a reasonable amount of time to report This customer called in damage from delivery fifteen months after delivery If the customer believes this damage is a manufacturing defect they should call Bob’s customer care offices and report it If this customer believes the damage is from a single accident they should then call [redacted] and report when it occurred and how [redacted] only accepts claims that are called in within thirty days of occurrence Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies for any lack of care or confusion our customer’s concern was met with while it was being reported to us The customer is welcome to email the photos they planned to submit directly to me at [redacted] or submit them thru this Revdex.com channel they have selected to open Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry this customer is not satisfied The customer made a choice to sign a contract with Acceptance Now This is an option we offer in the store We have several options available to customers The customer chose to sign into a contract with ANOWWe are very sorry that there have been errors made We have the foundation scheduled for pickup on We attempted to pickup on but when the team was at the home, no one was available Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I had to paid someone to remove the old bedding I should not had to make a complaint Your delivery people should know what that one one there job to do is to remove the beddingBefore they set up Let Bob know that they lost a customer and I also will let my friends and family not to buy any thing from there stores NOT A HAPPY CUSTOMER VERY DISAPPOINT CUSTOMER Since I had to Pay someone to remove my old bedding When it should had been taking a wait when they came to bring the new BEDDING NEXT TIME I GO SOME WHERE ELSE,WHERE THEY TREAT THEERE CUSTOMER BETTER Never experience this issue before Sincerely, [redacted]
Good Morning Revdex.com- We do absolutely apologize that this customer has gone through this with the new recliner We have canceled the part order and set up an exchange I checked with the store and they would not have the new one available until 5/30/I would like to offer this customer free delivery as compensation for how long this has taken to rectify This would allow me to get it into the home much sooner If this customer would like to accept this offer they can reach me at the phone number I left on their voicemail and they can reply back to this post through the Revdex.com mediation service As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize that you were dissatisfied with my first responseI have spent several days researching your account prior to responding again to ensure that your concern was viewed at all angles by [redacted] and Bobs Discount Furniture Bobs Discount Furniture truly wishes to help every customer who has a concern and I am terribly sorry in this case we have no recourse to offer you As the accidental protection portion of this plan is owned and managed by the [redacted] Company, Bobs Discount Furniture is unable to offer you this plan at no costThe [redacted] company provides various protection plans to an immense amount of retailers all over the United States; this is most likely why there isn’t specific plan information in regards to the plan that is offered to Bobs Discount Furniture customers listed on their websiteYes, the sales flyer that we hand out to all our customers while visiting our store to educate them on what this plan covers is separate from the customer’s terms and conditions page on their [redacted] contractWe do display our sales flyer on our website through our customer care link - [redacted] The terms and conditions pages of your agreement through [redacted] is not our information to freely display how we see fit as the policies and procedures associated with these terms and conditions are not managed or updated by Bobs Discount Furniture In the year when you made this purchase we did have a different sales flyer then the one we currently display and hand out because we have upgraded this plan since May of It was “Goof Proof” and now it is “Goof Proof Plus” This could be another reason as to why the flyer you received looks different from the flyer we currently maintainOn the flyer that you would have received during your sale process it is listed that certain exclusions apply and it is recommended that you refer to your plan document for further detailsIt is uncommon that our customer’s do not receive their plan documents by mail, inside their “Goof Proof Kits” or by email from the [redacted] companyI’m so sorry that you didn’t receive yours shortly after taking delivery and had we been made aware of this we would have sent that to you promptly In reference to the quality of your first sofa, our records indicate that you received this sofa on and never reported having any issues with the sofa until you filed your accidental damage claim with [redacted] on At that time you made [redacted] aware that you had personally damaged the sofa mechanism, [redacted] ’s record states: “cust states that he tripped and fell onto the RSF Recliner and ever since whenever he sits in the Recliner the Reclining Mechanism does not work properly”Your protection plan then bought you a brand new sofa for less than a 3rd of what you paid them for this protectionIn reality you now have two (2) sofas for much less then the cost you paid for one (1)Bobs Discount Furniture can get parts for this sofa from the vendor who makes it should the need arise, we were not asked by [redacted] to process that type of transaction for you, we were instructed that the option our customer accepted was one of a new sofa being deliveredWith any protection plan offered on various big ticket purchases there must be exceptions in order to keep the plan fair for all consumersYou have been provided fairness and resolution for your accidental damage concern and all other merchandise you purchased this protection on is still covered for unlimited parts and service or a one time replacement through the original five (5) years from date of deliveryI feel so sad that you feel deceived when you have experienced a great deal of success from the money you spentI genuinely wish there was more I could offer you in regards to your sofa and its warranty periodPlease contact us at ###-###-#### should you have any concerns with the manufacturing of this sofa as you are covered for defects through Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Mr [redacted] ,Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs***, you will contact her early next week to arrange what is hoped to the final delivery of the ottomanOnce completed Mrs [redacted] will process the necessary paperwork to refund your delivery feeYour business is appreciatedPlease contact Mrs [redacted] or respond to this complaint if you should have any additional concerns.Thank you, [redacted] **
Good Morning BBB- size="3"> We are very sorry that this sofa did not live up to the customer’s expectations. In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records. As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service Professionals. Our Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale. Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa. This one time replacement does fulfill the [redacted] contract, if the customer wishes the new piece to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new delivery and pickup and disposal of sofa in the home. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by phone today (4.16.2014) and offered her a resolution she has accepted as satisfactory Thank You for bringing this concern to our attention so we have the opportunity to better serve the most important people in our business, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with this customer today and we have processed a resolution of refunding 50% off the price paid for this reclinerThis customer also has been provided with my direct contact information for any future needsThank you for your help in bringing this complaint to our attention Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their 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
Good Morning [redacted] , I am so sorry to learn of all the disappointment you experienced with this purchaseI completely understand your frustrations with having to wait to get your merchandise after you were promised it would be delivered on two separate occasionsI further apologize that you feel let down in regards to choosing Bobs Discount Furniture as the retailer where you would finally make your bedding purchase, I assure you that we care very much for our customers and the behavior you received when communicating your concerns to us is behavior that we consider absolutely intolerableOur customers are the most important part of our business and we recognize that we must ensure your satisfaction Our records reflect that you made this purchase through the ‘Acceptance Now’ company/purchasing optionRegretfully refunding your delivery fee in a monetary form would not be possible as you did not purchase directly through Bobs Discount FurnitureThe only company who has received any revenue from you thus far is ‘Acceptance Now’ Please review the first page of your signed agreement from ‘Acceptance Now’ as this page depicts that you are currently leasing this merchandise and ‘Acceptance Now’ is the actual owner of this product through the length of term listed on this agreementPlease know that I agree with your concerns wholeheartedly and while we are unable to control certain events like winter weather, I do feel that you deserve compensation as a further apology for the stress we have caused you during this purchase and delivery processWe are able to offer you a $(the price you paid for delivery) Bobs Discount Furniture Gift Card as a form of further apology for your concernsThis gift card will never expire and can be used to purchase cash and carry or ‘Pit’/Clearance items should you feel you would rather not accept a delivery again from usPlease respond to me and let me know if you will accept this option for resolution as I am eager to help resolve your concerns I am so sorry that you had to heighten your concerns to this level to ensure they were properly recognized and I truly appreciate you taking your time to make this complaint so we can continue to improve our overall customer experience Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries continue to cause our customer I do not see that this customer was scheduled for BWB delivery howeverThe delivery of 2/12/was originally scheduled as the 10th stop of the day with an afternoon timeframe This would have been communicated by our automated system 24-hours prior to the delivery date The second delivery scheduled was 2/22/ This was scheduled with an estimated timeframe of 10am-2pm which was communicated to the customer 24- hours prior to delivery The team was at the home at they waited minutes to allow us to try to reach the customer, they were moved on at We can certainly understand the customer’s frustration We believe the customer is owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us We currently have a delivery and an even exchange scheduled for to resolve the remaining concerns with this merchandise We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the delivery is completed any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion We do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence We will review the account and what further we are able to offer Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: You stated that you had an older versionOlder versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily I want my couch fixed & the warranty I paid for honoredThat is how you get good customer service This would never happen with [redacted] or *** They're more expensive but they would never let their customers wait months to get their furniture fixed I know I had bought from them before & never went through this Sincerely, [redacted] ***
Good Afternoon Revdex.com- We are very sorry that this customer decided to cancel the order The sale was canceled on No one in our organization should have ever made any guarantee regarding a credit card refund timeframe We can process the paperwork on our end then it goes to that bank or that credit card company and it is up to them to post that money to their customer’s account We can not control that aspect On our end the refund of $has already been sent to the customer’s [redacted] account There is no hold or block on the refund The information has been sent The remainder of the process is now between the customer and the company the [redacted] card is through We hope that this is processed quickly Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Ms [redacted] , Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/and is waiting your decision...Good Morning [redacted] , I apologize for the issues you have had with the dresser thatyou purchasedIf the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger availableI can offer you several alternative options1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you In addition I am willing to return theoriginal delivery fee of so essentially this would be a refund toyour [redacted] account of If you have already paid off [redacted] then they would cut you a check in that amount If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution Please let me know your thoughts on what we have proposed andalso let me know if you have questions Best Regards, [redacted] ***Please respond to Pam's email or to the Revdex.com.Thank you, [redacted] **
From: [redacted] Sent: Tuesday, April 15, 10:AM To: [redacted] Subject: Resolution on claim [redacted] My Complaint # [redacted] was resolved by Bob's Discount Furniture store They replaced my damaged couches for new ones Please close this case Thank you [redacted]
Good Afternoon Revdex.com- We are very sorry for the error that caused so much frustration We are very sorry that this was not caught and corrected at the time the purchase was madeWe do see at this time, the customer has accepted the delivery of the sofa, the team was able to complete the delivery without incident, during the Breakfast with Bobs timeframe We are glad the customer decided to reconsider the cancelation and give us the opportunity to make this right Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Looking at your account I can not believe no one has offered you a refund before now It is unthinkable to put a customer through this many deliveries, reselections and services I am so sorry This has all been over a one year span? Truly unbelievable, and yet, you have had to live through it I will absolutely not require you to take another delivery If you would like me to cancel the exchange that has been scheduled for 2/23/we can certainly pick up the merchandise for a refund We would be refunding back you [redacted] I need to know from you what pieces you want to return I need to know if you want us to just pick up the [redacted] ***, or would you like other pieces you have bought over the year picked up as well? Please advise on how you would like this to proceed, Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for any misunderstandings The rug was delivered August The rug is covered for five years for manufacturing defects through Bob’s and damage from a single accident through [redacted] I do see that this customer called in to report issues to the rug on During the conversation with the agent, while the agent was trying to ascertain what the damage is and if it is damage that might be manufacturing in nature and we would then send a Bob’s technician or if it is damage from an accident the customer became upset and disconnected the call It is necessary for the process to ask when the damage occurred and how That enables us to ensure we are processing the claim correctly We would expect if a piece was delivered into the home with damage the customer calls us within a reasonable amount of time to report This customer called in damage from delivery fifteen months after delivery If the customer believes this damage is a manufacturing defect they should call Bob’s customer care offices and report it If this customer believes the damage is from a single accident they should then call [redacted] and report when it occurred and how [redacted] only accepts claims that are called in within thirty days of occurrence Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies for any lack of care or confusion our customer’s concern was met with while it was being reported to us The customer is welcome to email the photos they planned to submit directly to me at [redacted] or submit them thru this Revdex.com channel they have selected to open Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry this customer is not satisfied The customer made a choice to sign a contract with Acceptance Now This is an option we offer in the store We have several options available to customers The customer chose to sign into a contract with ANOWWe are very sorry that there have been errors made We have the foundation scheduled for pickup on We attempted to pickup on but when the team was at the home, no one was available Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I had to paid someone to remove the old bedding I should not had to make a complaint Your delivery people should know what that one one there job to do is to remove the beddingBefore they set up Let Bob know that they lost a customer and I also will let my friends and family not to buy any thing from there stores NOT A HAPPY CUSTOMER VERY DISAPPOINT CUSTOMER Since I had to Pay someone to remove my old bedding When it should had been taking a wait when they came to bring the new BEDDING NEXT TIME I GO SOME WHERE ELSE,WHERE THEY TREAT THEERE CUSTOMER BETTER Never experience this issue before Sincerely, [redacted]
Good Morning Revdex.com- We do absolutely apologize that this customer has gone through this with the new recliner We have canceled the part order and set up an exchange I checked with the store and they would not have the new one available until 5/30/I would like to offer this customer free delivery as compensation for how long this has taken to rectify This would allow me to get it into the home much sooner If this customer would like to accept this offer they can reach me at the phone number I left on their voicemail and they can reply back to this post through the Revdex.com mediation service As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize that you were dissatisfied with my first responseI have spent several days researching your account prior to responding again to ensure that your concern was viewed at all angles by [redacted] and Bobs Discount Furniture Bobs Discount Furniture truly wishes to help every customer who has a concern and I am terribly sorry in this case we have no recourse to offer you As the accidental protection portion of this plan is owned and managed by the [redacted] Company, Bobs Discount Furniture is unable to offer you this plan at no costThe [redacted] company provides various protection plans to an immense amount of retailers all over the United States; this is most likely why there isn’t specific plan information in regards to the plan that is offered to Bobs Discount Furniture customers listed on their websiteYes, the sales flyer that we hand out to all our customers while visiting our store to educate them on what this plan covers is separate from the customer’s terms and conditions page on their [redacted] contractWe do display our sales flyer on our website through our customer care link - [redacted] The terms and conditions pages of your agreement through [redacted] is not our information to freely display how we see fit as the policies and procedures associated with these terms and conditions are not managed or updated by Bobs Discount Furniture In the year when you made this purchase we did have a different sales flyer then the one we currently display and hand out because we have upgraded this plan since May of It was “Goof Proof” and now it is “Goof Proof Plus” This could be another reason as to why the flyer you received looks different from the flyer we currently maintainOn the flyer that you would have received during your sale process it is listed that certain exclusions apply and it is recommended that you refer to your plan document for further detailsIt is uncommon that our customer’s do not receive their plan documents by mail, inside their “Goof Proof Kits” or by email from the [redacted] companyI’m so sorry that you didn’t receive yours shortly after taking delivery and had we been made aware of this we would have sent that to you promptly In reference to the quality of your first sofa, our records indicate that you received this sofa on and never reported having any issues with the sofa until you filed your accidental damage claim with [redacted] on At that time you made [redacted] aware that you had personally damaged the sofa mechanism, [redacted] ’s record states: “cust states that he tripped and fell onto the RSF Recliner and ever since whenever he sits in the Recliner the Reclining Mechanism does not work properly”Your protection plan then bought you a brand new sofa for less than a 3rd of what you paid them for this protectionIn reality you now have two (2) sofas for much less then the cost you paid for one (1)Bobs Discount Furniture can get parts for this sofa from the vendor who makes it should the need arise, we were not asked by [redacted] to process that type of transaction for you, we were instructed that the option our customer accepted was one of a new sofa being deliveredWith any protection plan offered on various big ticket purchases there must be exceptions in order to keep the plan fair for all consumersYou have been provided fairness and resolution for your accidental damage concern and all other merchandise you purchased this protection on is still covered for unlimited parts and service or a one time replacement through the original five (5) years from date of deliveryI feel so sad that you feel deceived when you have experienced a great deal of success from the money you spentI genuinely wish there was more I could offer you in regards to your sofa and its warranty periodPlease contact us at ###-###-#### should you have any concerns with the manufacturing of this sofa as you are covered for defects through Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Mr [redacted] ,Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs***, you will contact her early next week to arrange what is hoped to the final delivery of the ottomanOnce completed Mrs [redacted] will process the necessary paperwork to refund your delivery feeYour business is appreciatedPlease contact Mrs [redacted] or respond to this complaint if you should have any additional concerns.Thank you, [redacted] **
Good Morning BBB- size="3"> We are very sorry that this sofa did not live up to the customer’s expectations. In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records. As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service Professionals. Our Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale. Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa. This one time replacement does fulfill the [redacted] contract, if the customer wishes the new piece to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new delivery and pickup and disposal of sofa in the home. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by phone today (4.16.2014) and offered her a resolution she has accepted as satisfactory Thank You for bringing this concern to our attention so we have the opportunity to better serve the most important people in our business, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with this customer today and we have processed a resolution of refunding 50% off the price paid for this reclinerThis customer also has been provided with my direct contact information for any future needsThank you for your help in bringing this complaint to our attention Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison