Good Morning Revdex.com, Please let [redacted] know that it wasn’t my intention to frustrate him further with my initial response to his postingWe have offered our customer the best resolution that is available to himThe reality of this situation is that a furniture retailer is responsible to provide resolutions for factory defects that occur to a product within the expressed warranty period provided during the time of sale***’s merchandise is not damaged as a result of a defect and as pictured, has sustained many instances of customer caused damageOffering to repair his product (at no cost to [redacted] and outside the expressed warranty period) is beyond what Bob’s responsibility isWe are working at full capacity to resolve our customers concern [redacted] can contact our Customer Care Office (###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician and we will service this merchandise to the best of our abilitiesOn a very large scale we continually resolve our customer’s concerns with first class services and our fleet of professionally trained technicians [redacted] Bobs Discount Furniture
Good Morning Revdex.com, size="3"> We are sincerely sorry that the merchandise was found to have damages This could have been accepted into the home and then exchanged on the date offered This would have ensured that the customer and family would not be left without merchandise We do not manufacture the merchandise and we do not stock parts We would have sent to the vendor to have a replacement shipped That is a time consuming process So the exchange was offered I have seen the photos of the pieces that were refused While the cut in the headrest is large, it would not have prevented the pieces from being used in the week it would have taken to exchange the piece We are very sorry that the customer made the decision to send back all of the pieces The customer would need to reach out to the store to advise what next step they would like to take The order is waiting for direction from the customer We can cancel the order for a refund of what was paid back to the American Express account or we can reschedule the delivery If the customer would like to reschedule the delivery we would be able to offer a small Bob’s Gift Card for the failed delivery as a token of our apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, size="3"> Please pass on our apologies to Mrand Mrs [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause themWe assure Mrand Mrs [redacted] that their property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As their property claim is being handled by the trucking company that caused the damages, Mrand Mrs [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture inserting ourselves into a situation where it is most likely unnecessary and could ultimately cause confusion or a delay in response to the customer I did send a message on Mrand Mrs [redacted] ’s behalf and received the following response from the trucking company responsible for this claim (I have removed the agent’s last name in order to protect their security in this public channel): From: [redacted] [mailto: [redacted] Sent: Tuesday, November 10, 3:PMTo: G [redacted] , Stephanie Good Afternoon All, I have talked to Mr [redacted] about having a manager come to his home tomorrow ( 11/11/) between 10:00am and 10:30am to look at the damage as well as take a photo of the damageWe will address how we will resolve this matter once this has been completed and update everyone accordingly Thank you, [redacted] We encourage the customer to continue communications with the representative(s) handling his claim via the trucking company We apologize again to our customer for the inconveniences this concern causes them and remain confident in the trucking company’s ability to address the damage caused directly with the claimant Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern rightIn this case the amount offered is already above what our policy indicates Any compensation agreement is discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift card 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 Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, regarding the concerns expressed in your Revdex.com complaintYou indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, Furthermore you state that the sofa frame has been broken since March however, the first note on your account regarding your concern with the sofa frame was May Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurredAs for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresentedCustomer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sellIn an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visitDepending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casingsBob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of chargeWhen contacting customer care, please reference [redacted] .Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you, [redacted] **
Good Morning Revdex.com, I spoke with [redacted] today and apologized for the poor experience he has endured while seeking to get his furniture in good condition I have assured [redacted] that Bobs Discount Furniture does not routinely fail our customers and I will be personally handling his account from this point forward to see that we provide him with the care he deservesI have processed a refund of the delivery charge [redacted] paid us and have spoken with our Delivery/Customer Care Managers to ensure that our failures are adequately addressed and trained on [redacted] has accepted a new delivery date of and I thank him for his willingness to afford us with an opportunity to earn his trust back in our businessWe will be providing the merchandise on this delivery attempt with a “white glove” special inspection prior to it leaving our distribution center in CTIf [redacted] wishes, I have also agreed to discuss further compensation in the form of a Bobs Discount Furniture Gift Card once he is completely satisfied with the merchandise he has purchased from us Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries In this consumer’s specific case there is no defect present within the chair at all (after years of use) therefore the terms of the purchased protection do not applyWe stand behind the integrity of our technician’s original report and we have fully researched the allegations stated here regarding the technician’s behaviorBobs Discount Furniture does not negatively impact any of our technicians for locating defects in products and maintain that the accusation stated here is a representation of the actual service visit that occurred As an extreme courtesy we are willing to offer this customer a one time option for reselection (store credit to pick a different item) at a prorated percentagePlease see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed Option for resolution: We will provide the customer with 75% store credit based on the price paid to us for the recliner (Credit = 299.25) This store credit will allow the customer to reselect to a different recliner whose wear pattern may fit their needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current recliner they have in their possession on the same date we deliver the new selection As an additional apology for the customer’s frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by the email address she has provided in this complaint this morning (3.26.2014) so I can assist her on a more direct level Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Incto receive this resolutionThese guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached) Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchasedAny and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ( [redacted] Products Inc/ [redacted] Brand Coverage)In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree withBobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison %
This company is horrible! They charge outrageous prices for their poor quality furnitureTheir customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with youdeliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken
Good Afternoon Revdex.com, face="Calibri">I have just finished leaving this customer a voicemail with my apologies, I also provided my direct number for contact back ( [redacted] ) The ordeal that is depicted here (in hold time alone) is completely unacceptable and I am truly embarrassed after reading about the lack of care applied to our customer’s concern At this time our customer’s account shows a Bobs Discount Furniture Gift Card processed for $and a refund of $posted to the customers original method of payment I have just uploaded an additional refund amount of $ to the customer’s original method of payment ( [redacted] Financing Acct) and should the customer wish they may keep the $gift card to our store active as wellAt this time we have a combined total of $in refunds and $ in store credit for our compensation offerWe have many take with accessory items that can be purchased from our showroom (many that would fit nicely with the girls’ room furniture that has been delivered) with use of this gift card Please pass on to our customer that she is welcome to return my call at her convenience and I apologize again for the alarm we caused her and her family members Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize for the lack of care you cite to have received while seeking resolution for your product concernsI assure you that we are a company that keeps our customers best interests in mind with any choice we make and seek to help our customers resolve their concerns in a manner which is fair for both parties The protection plan you purchased was bought specifically for accidental occurrences and did not extend the manufacturing warranty that Bobs Discount Furniture directly offered youThe company that we switched to for this furniture protection plan is called [redacted] and their guidelines for coverage mirror that of the [redacted] CompanyThe main difference in between the two companies is that [redacted] allows you to repurchase a new protection plan on an item they have replaced under their coverage and [redacted] does not Regretfully even under the [redacted] plan we now sell, a claim of this version would receive a denial result In many cases across many business lines wear and tear is not coveredFor instance, protection plans that are sold on automobiles, electronics, and home appliances require that you report an incident that caused the concern you have to use their coverage While I truly respect your honesty the fact remains that the nature of your report leads all to believe that the occurrence of tearing (with no accidental cause) is the result of wear and tearPlease consider that you paid $for a plan that offers to replace merchandise that totals at more than five times its own costIt is reasonable that such a plan would maintain coverage guidelines that keep the plan fair for all consumers alike Your merchandise is also made out of bonded leather which is another fact that I am certain is being considered along with the nature of your reportBonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backing Bonded Leather is manufactured the same way industry wide and peeling or tearing over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling or tearing can occur based on the nature of this material’s manufacturing process You have had this set for over four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for the Sofa, Chair, and Ottoman from your ‘ [redacted] ’ set In the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Ms***, Thank you for choosing Bob's Discount Furniture for your home furnishing needsGoof proof provides excellent peace of mind for most common types of in home accidental damage, when properly reportedI apologize if you have yet to benefit from the planYour most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuseYour claim was denied on April 1, however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, and you should expect to receive it within 6-weeksWe called you on May 11, and left a voicemail message updating you on the status of your part order If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointmentBob's Discount Furniture truly appreciates your businessThanks [redacted] **
Complaint: [redacted] I am rejecting this response because: From: [redacted] Date: Wed, Apr 8, at 10:AM Subject: Re: Complaint Transfer for Complaint Number: [redacted] To: " [redacted] The complaint I have pending, is frustratingThe reply Bobs furniture sent that they needed more information was bogusI had no way of adequately replyI have the information to send them and would like a full refund instead of the store creditThe credit they issued was only good for days, and still my elderly parents have not decided in a purchase Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry for the error in the paperwork that caused frustration and delay in having the bed assembled The team had reported the wrong piece was missing Unfortunately, it did take ten days to have the error corrected and the bed assembled We are very sorry that this was the customer’s experience We have already processed the accepted compensation This is the only and final compensation we could offer on this account The amount that was accepted is double what would normally be offered, per Bob’s policy We are sorry that the customer is not pleased with this amount We believe the offer is correct, based on the failures Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Calibri">Please pass on our genuine apologies for all the inconveniences our customer experienced with this merchandiseWe deeply regret that we were continually unable to provide our customer with the merchandise selected in good condition and we are very embarrassed about the damage that was caused to our customer’s home during the removal service of the product(s) It was never our intention to leave our customer’s family members with no bed to sleep on and we remain saddened that we have lost our customer’s trust in our business The portion of funds paid directly to Bobs Discount Furniture has been fully refunded to the customer’s original credit card used (refund left our system on 8.01.2015-$316.94)Should the customer still be waiting on a refund of the monies she paid to the ‘Acceptance Now’ company directly we apologize that we are unable to speed up or influence this return process‘Acceptance Now’ is a third party company that manages their own policies and procedures for refunding a customer A Property Claim has been entered to resolve the damages done by the delivery team We assure Denise that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordinglyAs this property claim is being handled by the trucking company that caused the damages, Denise can expect follow up from that third party and not Bobs Discount Furniture directlyPer our agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on Denise’s behalf to the trucking company involved in this claim to please contact her as soon as possible If for any reason Denise does not receive follow up from this trucking company directly with business days (from today- 8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that we escalate this claim within our Property Claims Department Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the middle of November We have the current options available for recourse in relation to this customer’s concern: Either: To go into a store location and see if there is a similar item available with stock on hand so there is no delay in delivery To wait for the exchange of the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will credit 10% of the customer’s merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer, this would be a store credit of $Or a return of the chest for full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Best Wishes, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please provide this customer with my sincerest apologies for the failures she has enduredWe have also received her message to our corporate office and in an effort to make our failures right we placed this customer first and added her merchandise onto a delivery truck for todayOur records reflect that the customer’s remaining items were delivered today (3.03.2014) with no other issuesPlease let me know if further resolution is needed on this account Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait However, it seems that Bob's is unwilling to make that concession I will continue to pursue compensation after the delivery, assuming that at some point it will be correct Sincerely, [redacted]
Dear Revdex.com, line-break;"> We are very sorry for the damage that was done There has not been the breakdown in communication that the customer has reported I reached out to the liaison working with the insurance company on this claim They were able to provide me emails and dates of calls placed back and forth between the insurance carrier and the manufacturer We understand that this customer has been living with a stained carpet and we are sorry for that inconvenience The delay seems to have been caused by the customer’s request to have the entire carpet replaced, not cleaned The progression of stained carpet would be to have it cleaned and if that failed, to replace The customer is not party to the behind the scenes work being done, so I can understand why they feel the claim is being neglected I can assure this customer it is not being neglected It is a large claim so the insurance carrier is doing their due diligence Kindest Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please let [redacted] know that it wasn’t my intention to frustrate him further with my initial response to his postingWe have offered our customer the best resolution that is available to himThe reality of this situation is that a furniture retailer is responsible to provide resolutions for factory defects that occur to a product within the expressed warranty period provided during the time of sale***’s merchandise is not damaged as a result of a defect and as pictured, has sustained many instances of customer caused damageOffering to repair his product (at no cost to [redacted] and outside the expressed warranty period) is beyond what Bob’s responsibility isWe are working at full capacity to resolve our customers concern [redacted] can contact our Customer Care Office (###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician and we will service this merchandise to the best of our abilitiesOn a very large scale we continually resolve our customer’s concerns with first class services and our fleet of professionally trained technicians [redacted] Bobs Discount Furniture
Good Morning Revdex.com, size="3"> We are sincerely sorry that the merchandise was found to have damages This could have been accepted into the home and then exchanged on the date offered This would have ensured that the customer and family would not be left without merchandise We do not manufacture the merchandise and we do not stock parts We would have sent to the vendor to have a replacement shipped That is a time consuming process So the exchange was offered I have seen the photos of the pieces that were refused While the cut in the headrest is large, it would not have prevented the pieces from being used in the week it would have taken to exchange the piece We are very sorry that the customer made the decision to send back all of the pieces The customer would need to reach out to the store to advise what next step they would like to take The order is waiting for direction from the customer We can cancel the order for a refund of what was paid back to the American Express account or we can reschedule the delivery If the customer would like to reschedule the delivery we would be able to offer a small Bob’s Gift Card for the failed delivery as a token of our apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, size="3"> Please pass on our apologies to Mrand Mrs [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause themWe assure Mrand Mrs [redacted] that their property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As their property claim is being handled by the trucking company that caused the damages, Mrand Mrs [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture inserting ourselves into a situation where it is most likely unnecessary and could ultimately cause confusion or a delay in response to the customer I did send a message on Mrand Mrs [redacted] ’s behalf and received the following response from the trucking company responsible for this claim (I have removed the agent’s last name in order to protect their security in this public channel): From: [redacted] [mailto: [redacted] Sent: Tuesday, November 10, 3:PMTo: G [redacted] , Stephanie Good Afternoon All, I have talked to Mr [redacted] about having a manager come to his home tomorrow ( 11/11/) between 10:00am and 10:30am to look at the damage as well as take a photo of the damageWe will address how we will resolve this matter once this has been completed and update everyone accordingly Thank you, [redacted] We encourage the customer to continue communications with the representative(s) handling his claim via the trucking company We apologize again to our customer for the inconveniences this concern causes them and remain confident in the trucking company’s ability to address the damage caused directly with the claimant Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern rightIn this case the amount offered is already above what our policy indicates Any compensation agreement is discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift card 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 Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, regarding the concerns expressed in your Revdex.com complaintYou indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, Furthermore you state that the sofa frame has been broken since March however, the first note on your account regarding your concern with the sofa frame was May Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurredAs for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresentedCustomer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sellIn an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visitDepending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casingsBob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of chargeWhen contacting customer care, please reference [redacted] .Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you, [redacted] **
Good Morning Revdex.com, I spoke with [redacted] today and apologized for the poor experience he has endured while seeking to get his furniture in good condition I have assured [redacted] that Bobs Discount Furniture does not routinely fail our customers and I will be personally handling his account from this point forward to see that we provide him with the care he deservesI have processed a refund of the delivery charge [redacted] paid us and have spoken with our Delivery/Customer Care Managers to ensure that our failures are adequately addressed and trained on [redacted] has accepted a new delivery date of and I thank him for his willingness to afford us with an opportunity to earn his trust back in our businessWe will be providing the merchandise on this delivery attempt with a “white glove” special inspection prior to it leaving our distribution center in CTIf [redacted] wishes, I have also agreed to discuss further compensation in the form of a Bobs Discount Furniture Gift Card once he is completely satisfied with the merchandise he has purchased from us Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries In this consumer’s specific case there is no defect present within the chair at all (after years of use) therefore the terms of the purchased protection do not applyWe stand behind the integrity of our technician’s original report and we have fully researched the allegations stated here regarding the technician’s behaviorBobs Discount Furniture does not negatively impact any of our technicians for locating defects in products and maintain that the accusation stated here is a representation of the actual service visit that occurred As an extreme courtesy we are willing to offer this customer a one time option for reselection (store credit to pick a different item) at a prorated percentagePlease see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed Option for resolution: We will provide the customer with 75% store credit based on the price paid to us for the recliner (Credit = 299.25) This store credit will allow the customer to reselect to a different recliner whose wear pattern may fit their needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current recliner they have in their possession on the same date we deliver the new selection As an additional apology for the customer’s frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by the email address she has provided in this complaint this morning (3.26.2014) so I can assist her on a more direct level Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Incto receive this resolutionThese guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached) Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchasedAny and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ( [redacted] Products Inc/ [redacted] Brand Coverage)In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree withBobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison %
This company is horrible! They charge outrageous prices for their poor quality furnitureTheir customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with youdeliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken
Good Afternoon Revdex.com, face="Calibri">I have just finished leaving this customer a voicemail with my apologies, I also provided my direct number for contact back ( [redacted] ) The ordeal that is depicted here (in hold time alone) is completely unacceptable and I am truly embarrassed after reading about the lack of care applied to our customer’s concern At this time our customer’s account shows a Bobs Discount Furniture Gift Card processed for $and a refund of $posted to the customers original method of payment I have just uploaded an additional refund amount of $ to the customer’s original method of payment ( [redacted] Financing Acct) and should the customer wish they may keep the $gift card to our store active as wellAt this time we have a combined total of $in refunds and $ in store credit for our compensation offerWe have many take with accessory items that can be purchased from our showroom (many that would fit nicely with the girls’ room furniture that has been delivered) with use of this gift card Please pass on to our customer that she is welcome to return my call at her convenience and I apologize again for the alarm we caused her and her family members Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I apologize for the lack of care you cite to have received while seeking resolution for your product concernsI assure you that we are a company that keeps our customers best interests in mind with any choice we make and seek to help our customers resolve their concerns in a manner which is fair for both parties The protection plan you purchased was bought specifically for accidental occurrences and did not extend the manufacturing warranty that Bobs Discount Furniture directly offered youThe company that we switched to for this furniture protection plan is called [redacted] and their guidelines for coverage mirror that of the [redacted] CompanyThe main difference in between the two companies is that [redacted] allows you to repurchase a new protection plan on an item they have replaced under their coverage and [redacted] does not Regretfully even under the [redacted] plan we now sell, a claim of this version would receive a denial result In many cases across many business lines wear and tear is not coveredFor instance, protection plans that are sold on automobiles, electronics, and home appliances require that you report an incident that caused the concern you have to use their coverage While I truly respect your honesty the fact remains that the nature of your report leads all to believe that the occurrence of tearing (with no accidental cause) is the result of wear and tearPlease consider that you paid $for a plan that offers to replace merchandise that totals at more than five times its own costIt is reasonable that such a plan would maintain coverage guidelines that keep the plan fair for all consumers alike Your merchandise is also made out of bonded leather which is another fact that I am certain is being considered along with the nature of your reportBonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backing Bonded Leather is manufactured the same way industry wide and peeling or tearing over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling or tearing can occur based on the nature of this material’s manufacturing process You have had this set for over four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for the Sofa, Chair, and Ottoman from your ‘ [redacted] ’ set In the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Ms***, Thank you for choosing Bob's Discount Furniture for your home furnishing needsGoof proof provides excellent peace of mind for most common types of in home accidental damage, when properly reportedI apologize if you have yet to benefit from the planYour most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuseYour claim was denied on April 1, however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, and you should expect to receive it within 6-weeksWe called you on May 11, and left a voicemail message updating you on the status of your part order If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointmentBob's Discount Furniture truly appreciates your businessThanks [redacted] **
Complaint: [redacted] I am rejecting this response because: From: [redacted] Date: Wed, Apr 8, at 10:AM Subject: Re: Complaint Transfer for Complaint Number: [redacted] To: " [redacted] The complaint I have pending, is frustratingThe reply Bobs furniture sent that they needed more information was bogusI had no way of adequately replyI have the information to send them and would like a full refund instead of the store creditThe credit they issued was only good for days, and still my elderly parents have not decided in a purchase Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry for the error in the paperwork that caused frustration and delay in having the bed assembled The team had reported the wrong piece was missing Unfortunately, it did take ten days to have the error corrected and the bed assembled We are very sorry that this was the customer’s experience We have already processed the accepted compensation This is the only and final compensation we could offer on this account The amount that was accepted is double what would normally be offered, per Bob’s policy We are sorry that the customer is not pleased with this amount We believe the offer is correct, based on the failures Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Calibri">Please pass on our genuine apologies for all the inconveniences our customer experienced with this merchandiseWe deeply regret that we were continually unable to provide our customer with the merchandise selected in good condition and we are very embarrassed about the damage that was caused to our customer’s home during the removal service of the product(s) It was never our intention to leave our customer’s family members with no bed to sleep on and we remain saddened that we have lost our customer’s trust in our business The portion of funds paid directly to Bobs Discount Furniture has been fully refunded to the customer’s original credit card used (refund left our system on 8.01.2015-$316.94)Should the customer still be waiting on a refund of the monies she paid to the ‘Acceptance Now’ company directly we apologize that we are unable to speed up or influence this return process‘Acceptance Now’ is a third party company that manages their own policies and procedures for refunding a customer A Property Claim has been entered to resolve the damages done by the delivery team We assure Denise that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordinglyAs this property claim is being handled by the trucking company that caused the damages, Denise can expect follow up from that third party and not Bobs Discount Furniture directlyPer our agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on Denise’s behalf to the trucking company involved in this claim to please contact her as soon as possible If for any reason Denise does not receive follow up from this trucking company directly with business days (from today- 8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that we escalate this claim within our Property Claims Department Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the middle of November We have the current options available for recourse in relation to this customer’s concern: Either: To go into a store location and see if there is a similar item available with stock on hand so there is no delay in delivery To wait for the exchange of the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will credit 10% of the customer’s merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer, this would be a store credit of $Or a return of the chest for full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Best Wishes, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please provide this customer with my sincerest apologies for the failures she has enduredWe have also received her message to our corporate office and in an effort to make our failures right we placed this customer first and added her merchandise onto a delivery truck for todayOur records reflect that the customer’s remaining items were delivered today (3.03.2014) with no other issuesPlease let me know if further resolution is needed on this account Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait However, it seems that Bob's is unwilling to make that concession I will continue to pursue compensation after the delivery, assuming that at some point it will be correct Sincerely, [redacted]
Dear Revdex.com, line-break;"> We are very sorry for the damage that was done There has not been the breakdown in communication that the customer has reported I reached out to the liaison working with the insurance company on this claim They were able to provide me emails and dates of calls placed back and forth between the insurance carrier and the manufacturer We understand that this customer has been living with a stained carpet and we are sorry for that inconvenience The delay seems to have been caused by the customer’s request to have the entire carpet replaced, not cleaned The progression of stained carpet would be to have it cleaned and if that failed, to replace The customer is not party to the behind the scenes work being done, so I can understand why they feel the claim is being neglected I can assure this customer it is not being neglected It is a large claim so the insurance carrier is doing their due diligence Kindest Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison