Good Morning Revdex.com, We are sorry for the issues the customer has experienced The Guardian Insurance carrier you called to report the claim only covers accidents If there was no accident, this should have never been reported to them I have attached the Goof Proof handout for future reference I someone gets sick, or spills a glass of soda on the sofa, call them, that would be covered They only cover accidents The other side of the Goof Proof is through Bob’s We cover manufacturing issues I do see that this is set up for an exchange for We certainly hope that as of this afternoon this customer’s issues will all have been addressed and corrected Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, Our records indicate that ***’s remaining merchandise was picked up by us on and our system has fully updated to show a refund credit available to ***I am truly very sorry for all the failures we caused [redacted] and we have also sent a gift card to [redacted] in the hopes that we will be able to earn her trust back in our business during a future purchase Please let [redacted] know that she may contact us in Customer Care (###-###-####) or our retail location (###-###-#### *Press the number (1) on your keypad after you hear Bob’s voice) to complete the processing of this refund at her earliest suitability
I purchased a dining set from bob's that includes a bench The bench was made for people to sit on at the table Two people were sitting on the bench and the bench broke Bob's deems this an accident [redacted] says it's not an accident because people are supposed to sit on the bench I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWe choose option#to resolve this issue Sincerely, [redacted]
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap madeWhen broke after weeks, I called for replacement because I bought the warranty with itIt has been couple of months, they haven't replaced it yetI call CS, they said they had no idea why it took so longThey said they would call meNo luck so far
Good Afternoon Revdex.com, We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘Goof Proof’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyAs [redacted] is a company managed separate from Bobs Discount Furniture we are unable to reverse a denial under the terms and conditions set forth by [redacted] The one year warranty for this merchandise through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture remaining and our records indicate no report of concern with the leather until now; the merchandise has been in the home for a period of over four (4) years of use Our records do not indicate the alleged occurrence that one of our representatives asked the customer to send in photos of her concern for review, in the event this allegation proved to be truthful in no way does a request for photos solidify an agreement that a business will take responsibility or ownership for a concern We will most certainly address the coaching concern and research all records associated with this account however as of today (1.14.2015) the customer’s account shows that she contacted us after being denied by the [redacted] company on and our Customer Care Agent explained that regretfully we had no recourse to offer relating to this concernUpon calling back into our Customer Care Office on the customer was again made aware that we were unable to offer further assistance on this concern and then connected to one of our Customer Care Account Management Leads who reinforced this fact Bobs Discount Furniture truly wishes to help every customer who has a concern with their merchandise and we apologize that we have no further recourse to offer relating to this customer’s specific concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Afternoon [redacted] , I apologize that you have been waiting so long to get this part for your speaker cover on this fireplaceI assure you that we have been doing everything in our power to get this part for you from the vendor who makes this fireplaceI am also very sorry for the confusion that we caused on the shipping time of the part and I thank you for your extreme patience with usAs of today (9.18.2014) I have spoken with one of our Store Managers who assured me that we have made this failure right by youOur records indicate that we are sending an entire new fireplace out from our distribution center so that you can get the speaker cover part you have been waiting onWe apologize again for any frustration that this product has caused you and we truly appreciate your business 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 delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeWe have approved the pickup for refund due to the number of failures this customer has had to endure We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here
Good Morning Revdex.com- We are very sorry for any confusion or miscommunication Our technician was sent to the home He was sent there only to look at the dining room set The other pieces should not have been inspected as those were not reported to us at the time the service was created The technician did inspect and take photos of the damages the customer showed him I have reviewed these photos with our service managers for resolution The cracked chair is damaged because as the customer stated they tightened it themselves and cracked the wood This is not a manufacturing defect as the customer caused this damage by their own admission The all leather sofa appears to have not been conditioned properly Furniture that is 100% leather will experience the top layer peeling or sloughing off if it has not been conditioned or it is located near an area of high heat Direct sunlight or close proximity to a radiator or heat vent will also cause the leather to dry out This is not a manufacturing defect The mattress damage does appear to be manufacturing in nature We have set up an exchange for the mattress only and the customer can call into customer care or the store at their earliest convenience to schedule the exchange of the mattress Thank you for bringing this to our attention Best Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, While we apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claimI have also attached a copy of the Warranty Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported)and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred or when By [redacted] ’s guidelines this is not a verifiable accident Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further recourse to offer this concern directly at this time Explaining to a customer that the damage is not a manufacturing defect, that it was caused in the home is not in any way a defamation of character There is no judgment, only a statement of the fact that this damage was not a defect in the workmanship We are very sorry if this customer felt any different Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] I am very sorry for the multiple issues you have encountered I can assure you that this is not the typical Bob’s experience I have reviewed the account and it appears the only pending issue at this time is one drawer was missing hardware; this hardware was shipped out from our [redacted] warehouse on 6/10/I am concerned that you state there is an issue with the frame, which is quite different then an issue with one drawer missing hardware If there are other pending issues beyond the storage drawer please advice so that we may correct those issues I have created the service for the hardware installation, so when you receive the hardware you can simply call in and schedule We do only offer compensation one time, once the delivery is completed The reason we offer it once the delivery is completed is that way we can take any issues into account, before making the offer The reason for this is basically what you are now experiencing, once the compensation is offered and accepted we normally would not be able to change the agreement I would be willing to review this account once the drawer hardware installation is complete to make a determination what additional compensation is justified Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved While we certainly understand and acknowledge our customer’s frustration the plan has specific terms and conditions that must be adhered to by all consumers alike in order to keep all resolutions fair Our records reflect that the chairs have been in the customer’s possession for over for years (date of delivery 11.11.2010) and the chest has been in the home for nearly four years (date of delivery 4.30.2011)Any coverage directly thru Bobs Discount Furniture expired on these items long ago and we have received no indication of concern on any of these items until now We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage/overall condition of these items It is reasonable to expect that all items should be kept in good condition prior to an insurance claim being entered for coverage To move forward please advise the customer that we require a minimum of 2-pictures (in color) for each item that is listed in this complaintI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the chair: - Picture that clearly shows the entire facing surface (seats, inside back) of the chair - Picture that clearly shows the damage marks at close range (Example: where the leg snapped off and leg) -Minimum Photos of the server: - Picture that clearly shows the entire facing surface of the server - Picture that clearly shows the damage marks at close range (Example: Interior of drawer) -Minimum Photos of the chest: - Picture that clearly shows the entire facing surface of the chest - Picture that clearly shows the damage marks at close range - Picture that illustrates the structure damage to the drawers We will review these photos (Request is for photos in total) with our Service Management Team and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] , I apologize that you experienced a product defect with the original table we delivered to youI can certainly understand and empathize with your frustration and assure you that as a business we are seeking to satisfy your concern to the best of our ability Most furniture today is built on an assembly line and defects in workmanship can occur during the production processOur goal as a furniture retailer is to take responsibility for such an occurrence and make it right by delivering you the product you selected in its expected condition We currently have a resolution in place to provide you with a non defective table as our records indicate that we have offered to bring you a factory fresh model of the table you selected As you indicated, our products are guaranteed to be free from defects directly through our company for a period of one yearOn the second page of your invoice (this is commonly signed by the purchaser prior to leaving the store) please note that our Service Policy signifies that if our technician determines that the defect is not serviceable a replacement of the affected item will be scheduled I apologize that a monetary refund is not an option for resolution pertaining to your table concern and as a business we have several options for recourse available to make this right for youWe are happy to schedule the even exchange or offer you the opportunity to select another table set from our extensive line up As a retailer our policies and procedures are put in place, disclosed at the time of sale whether verbally or in writing, and honored in order to keep all things fair for all consumers alikeWe are more than willing to help you resolve this concern and look forward to being able to schedule an even exchange of your table or set you up with a store credit for reselection purposes Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon [redacted] , I am so sorry to learn of the disappointment you are experiencing with the living room set you purchased from usWe stand behind the quality of our products and the integrity of our business, we consider our customer’s continued satisfaction to be the reason we continue to grow at such a rapidly positive rate Upon further review of your case an executive decision has been made to provide you with a store credit based on the price you paid for this living room furnitureThe five year protection plan you purchased thru us covers the cost of replacing your merchandise one time, therefore should you choose to accept this offer of replacement please consider the terms of your original protection plan completely fulfilled I have created the store credit within your customer record and this credit is active for your use as of today (1.26.2015) thru the next two months (3.26.2015) Please visit one of our showrooms to select a new set of furnishings that will better meet your expectations of quality, when we deliver the newly selected merchandise to you we will expect to remove the current merchandise you have in your possession on that same date For your records the internal credit number your funds can be accessed under is [redacted] and the total credit available to you is $ 1, I apologize again for the time you have had to spend seeking resolution to this concern and thank you for providing us with an opportunity to make it right Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasionsThe first time was when they delivered the adjustable bedsI was not home and delivery team did not assemble themI asked them to return and pick everything up, they never showed upMy son assembled the beds so My husband and I had something to sleep onThe motor on first one the then other base quit workingThey switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke)That was when Ryan, Sales manager, called me back to return the entire purchaseThen he called back and would not return the mattressesAt the time they offered to take the adjustable back (after four bases)I told them I wanted the full refund and this was not overI spoke with the [redacted] store manager, I asked him to credit the mattressesFrom the beginning this has been a nightmareI asked if I still get the days to try out the mattressesI was told, daysThis was confirmed by the salesman, Samm, with the clearance center Manager confirmingdays, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than daysSamm and I then went to main desk and Chris the "Store" Manager verify this daysChris then replied with the same days, but you must keep them for a minimum of daysNow, Chris is saying they are not returnable because they where on clearanceWhy would I have to keep them for a minimum of days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund Sincerely, [redacted]
Good Afternoon Revdex.com, We are very sorry for any concerns that [redacted] is currently experiencing with her product and stand behind the value of the products and protection plan we sell our customers [redacted] ’s previous replacement was not offered to her through Bobs Discount Furniture, this replacement was authorized directly through the [redacted] company who owns and manages the Goof Proof Plan [redacted] invested inThe [redacted] Plan offers five years of coverage so she was well within the first five years of coverage when she received the credit from [redacted] in June of The Bobs Discount Furniture guarantee on [redacted] ’s sofa expired on 6.08.2013, todays date is over a year after expiration, the technician that was dispatched to [redacted] ’s home on (at no charge to her) was done as a courtesy because she is our valued customerUpon arriving to [redacted] ’s home our technician found that the damage being reported was unrepairable and that [redacted] ’s merchandise has suffered an immense amount of accumulated damage concerns that are not related to factory defectsPlease see the photo that I have attached outlining the current staining that is present on this merchandise Regardless of warranty status Bobs Discount Furniture is open to listening to our customer’s concerns and researching all avenues available to us to help our customers resolve problems with their product in a fair mannerPlease understand that there is a reasonable expectation that the merchandise you are making a claim for has been kept in good condition prior to the concern occurringAs a result of all facts presented in this case regretfully Bobs Discount Furniture is unable to provide a replacement sofa for this concern Our technician did recommended that new seat cores (foam inside of the seats) would correct the concern [redacted] is experiencing and should [redacted] wish she can purchase these seat cores for $eachPlease ask that [redacted] contact us by phone at ###-###-#### if she would like to set up this purchase part order Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Pros: Price, Furniture Looks very good in the showroom Cons: Looks are VERY deceivingFurniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their productsThey apparently sell Disposable Furniture designed under the "Planned obsolescence" modelMy wife and I Bought a leather Sofa bed from Bob's a couple years ago$+ $for Bob's cute sounding " [redacted] ***" accident protection plan which also extends bob's own "factory defect" warranty from to yearsSofa worked well enoughHowever we made the mistake of actually using the bed portion of the sofa bedWe had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sidesThe whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-inchesThis was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at allSince I was still under warranty however, I thought we would be okayThe Tech came from Bobs, looked at the sofa for a total of minutes, took a photo and asked to use my phoneHe said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repairHe talked to her for a minute then handed me the phone saying she needed to complete the transaction with meThe man abruptly left while I was still on the phone with the woman at bobsShe then proceeded to tell me that I had to pay for the replacement frame sectionUm, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover thisI said there was no accident that I was aware of, it was being used as intendedI was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] ***/ [redacted] IncAfter going to [redacted] ***/ [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what partsI literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or notHow convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accidentI reported it as an accident, and [redacted] Inc/ [redacted] determined that it was not an accident and would not be covered by them eitherShocker I know After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordinglyI was not very optimistic at this pointBack to Bob's number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defectI asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that farClickthey hung up on meSo my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..onlyWhich we will replace at some point with an actual sofa bed that is not made of garbage materialsLesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long termBehind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction piecesI think they employ the term "Planned obsolescence" to a whole new levelFor your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
Complaint: [redacted] I am rejecting this response because: I do not wish to purchase any other furniture from Bob's They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com Sincerely, [redacted]
Good Afternoon Revdex.com, Our records indicate that [redacted] ’s sales order has been canceled [redacted] has been granted a $gift card to Bobs Discount Furniture as we were so sorry for her wait timeWe apologize again that we could not control the length of shipping time that led to our customer’s disappointmentAt this time we are unable to offer further recourse for this concern Thank You, [redacted] Bobs Discount Furniture
Good Morning Revdex.com, We are sorry for the issues the customer has experienced The Guardian Insurance carrier you called to report the claim only covers accidents If there was no accident, this should have never been reported to them I have attached the Goof Proof handout for future reference I someone gets sick, or spills a glass of soda on the sofa, call them, that would be covered They only cover accidents The other side of the Goof Proof is through Bob’s We cover manufacturing issues I do see that this is set up for an exchange for We certainly hope that as of this afternoon this customer’s issues will all have been addressed and corrected Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, Our records indicate that ***’s remaining merchandise was picked up by us on and our system has fully updated to show a refund credit available to ***I am truly very sorry for all the failures we caused [redacted] and we have also sent a gift card to [redacted] in the hopes that we will be able to earn her trust back in our business during a future purchase Please let [redacted] know that she may contact us in Customer Care (###-###-####) or our retail location (###-###-#### *Press the number (1) on your keypad after you hear Bob’s voice) to complete the processing of this refund at her earliest suitability
I purchased a dining set from bob's that includes a bench The bench was made for people to sit on at the table Two people were sitting on the bench and the bench broke Bob's deems this an accident [redacted] says it's not an accident because people are supposed to sit on the bench I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWe choose option#to resolve this issue Sincerely, [redacted]
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap madeWhen broke after weeks, I called for replacement because I bought the warranty with itIt has been couple of months, they haven't replaced it yetI call CS, they said they had no idea why it took so longThey said they would call meNo luck so far
Good Afternoon Revdex.com, We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘Goof Proof’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyAs [redacted] is a company managed separate from Bobs Discount Furniture we are unable to reverse a denial under the terms and conditions set forth by [redacted] The one year warranty for this merchandise through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture remaining and our records indicate no report of concern with the leather until now; the merchandise has been in the home for a period of over four (4) years of use Our records do not indicate the alleged occurrence that one of our representatives asked the customer to send in photos of her concern for review, in the event this allegation proved to be truthful in no way does a request for photos solidify an agreement that a business will take responsibility or ownership for a concern We will most certainly address the coaching concern and research all records associated with this account however as of today (1.14.2015) the customer’s account shows that she contacted us after being denied by the [redacted] company on and our Customer Care Agent explained that regretfully we had no recourse to offer relating to this concernUpon calling back into our Customer Care Office on the customer was again made aware that we were unable to offer further assistance on this concern and then connected to one of our Customer Care Account Management Leads who reinforced this fact Bobs Discount Furniture truly wishes to help every customer who has a concern with their merchandise and we apologize that we have no further recourse to offer relating to this customer’s specific concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Afternoon [redacted] , I apologize that you have been waiting so long to get this part for your speaker cover on this fireplaceI assure you that we have been doing everything in our power to get this part for you from the vendor who makes this fireplaceI am also very sorry for the confusion that we caused on the shipping time of the part and I thank you for your extreme patience with usAs of today (9.18.2014) I have spoken with one of our Store Managers who assured me that we have made this failure right by youOur records indicate that we are sending an entire new fireplace out from our distribution center so that you can get the speaker cover part you have been waiting onWe apologize again for any frustration that this product has caused you and we truly appreciate your business 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 delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeWe have approved the pickup for refund due to the number of failures this customer has had to endure We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here
Good Morning Revdex.com- We are very sorry for any confusion or miscommunication Our technician was sent to the home He was sent there only to look at the dining room set The other pieces should not have been inspected as those were not reported to us at the time the service was created The technician did inspect and take photos of the damages the customer showed him I have reviewed these photos with our service managers for resolution The cracked chair is damaged because as the customer stated they tightened it themselves and cracked the wood This is not a manufacturing defect as the customer caused this damage by their own admission The all leather sofa appears to have not been conditioned properly Furniture that is 100% leather will experience the top layer peeling or sloughing off if it has not been conditioned or it is located near an area of high heat Direct sunlight or close proximity to a radiator or heat vent will also cause the leather to dry out This is not a manufacturing defect The mattress damage does appear to be manufacturing in nature We have set up an exchange for the mattress only and the customer can call into customer care or the store at their earliest convenience to schedule the exchange of the mattress Thank you for bringing this to our attention Best Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, While we apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claimI have also attached a copy of the Warranty Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported)and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred or when By [redacted] ’s guidelines this is not a verifiable accident Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further recourse to offer this concern directly at this time Explaining to a customer that the damage is not a manufacturing defect, that it was caused in the home is not in any way a defamation of character There is no judgment, only a statement of the fact that this damage was not a defect in the workmanship We are very sorry if this customer felt any different Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] I am very sorry for the multiple issues you have encountered I can assure you that this is not the typical Bob’s experience I have reviewed the account and it appears the only pending issue at this time is one drawer was missing hardware; this hardware was shipped out from our [redacted] warehouse on 6/10/I am concerned that you state there is an issue with the frame, which is quite different then an issue with one drawer missing hardware If there are other pending issues beyond the storage drawer please advice so that we may correct those issues I have created the service for the hardware installation, so when you receive the hardware you can simply call in and schedule We do only offer compensation one time, once the delivery is completed The reason we offer it once the delivery is completed is that way we can take any issues into account, before making the offer The reason for this is basically what you are now experiencing, once the compensation is offered and accepted we normally would not be able to change the agreement I would be willing to review this account once the drawer hardware installation is complete to make a determination what additional compensation is justified Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved While we certainly understand and acknowledge our customer’s frustration the plan has specific terms and conditions that must be adhered to by all consumers alike in order to keep all resolutions fair Our records reflect that the chairs have been in the customer’s possession for over for years (date of delivery 11.11.2010) and the chest has been in the home for nearly four years (date of delivery 4.30.2011)Any coverage directly thru Bobs Discount Furniture expired on these items long ago and we have received no indication of concern on any of these items until now We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage/overall condition of these items It is reasonable to expect that all items should be kept in good condition prior to an insurance claim being entered for coverage To move forward please advise the customer that we require a minimum of 2-pictures (in color) for each item that is listed in this complaintI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the chair: - Picture that clearly shows the entire facing surface (seats, inside back) of the chair - Picture that clearly shows the damage marks at close range (Example: where the leg snapped off and leg) -Minimum Photos of the server: - Picture that clearly shows the entire facing surface of the server - Picture that clearly shows the damage marks at close range (Example: Interior of drawer) -Minimum Photos of the chest: - Picture that clearly shows the entire facing surface of the chest - Picture that clearly shows the damage marks at close range - Picture that illustrates the structure damage to the drawers We will review these photos (Request is for photos in total) with our Service Management Team and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] , I apologize that you experienced a product defect with the original table we delivered to youI can certainly understand and empathize with your frustration and assure you that as a business we are seeking to satisfy your concern to the best of our ability Most furniture today is built on an assembly line and defects in workmanship can occur during the production processOur goal as a furniture retailer is to take responsibility for such an occurrence and make it right by delivering you the product you selected in its expected condition We currently have a resolution in place to provide you with a non defective table as our records indicate that we have offered to bring you a factory fresh model of the table you selected As you indicated, our products are guaranteed to be free from defects directly through our company for a period of one yearOn the second page of your invoice (this is commonly signed by the purchaser prior to leaving the store) please note that our Service Policy signifies that if our technician determines that the defect is not serviceable a replacement of the affected item will be scheduled I apologize that a monetary refund is not an option for resolution pertaining to your table concern and as a business we have several options for recourse available to make this right for youWe are happy to schedule the even exchange or offer you the opportunity to select another table set from our extensive line up As a retailer our policies and procedures are put in place, disclosed at the time of sale whether verbally or in writing, and honored in order to keep all things fair for all consumers alikeWe are more than willing to help you resolve this concern and look forward to being able to schedule an even exchange of your table or set you up with a store credit for reselection purposes Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon [redacted] , I am so sorry to learn of the disappointment you are experiencing with the living room set you purchased from usWe stand behind the quality of our products and the integrity of our business, we consider our customer’s continued satisfaction to be the reason we continue to grow at such a rapidly positive rate Upon further review of your case an executive decision has been made to provide you with a store credit based on the price you paid for this living room furnitureThe five year protection plan you purchased thru us covers the cost of replacing your merchandise one time, therefore should you choose to accept this offer of replacement please consider the terms of your original protection plan completely fulfilled I have created the store credit within your customer record and this credit is active for your use as of today (1.26.2015) thru the next two months (3.26.2015) Please visit one of our showrooms to select a new set of furnishings that will better meet your expectations of quality, when we deliver the newly selected merchandise to you we will expect to remove the current merchandise you have in your possession on that same date For your records the internal credit number your funds can be accessed under is [redacted] and the total credit available to you is $ 1, I apologize again for the time you have had to spend seeking resolution to this concern and thank you for providing us with an opportunity to make it right Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasionsThe first time was when they delivered the adjustable bedsI was not home and delivery team did not assemble themI asked them to return and pick everything up, they never showed upMy son assembled the beds so My husband and I had something to sleep onThe motor on first one the then other base quit workingThey switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke)That was when Ryan, Sales manager, called me back to return the entire purchaseThen he called back and would not return the mattressesAt the time they offered to take the adjustable back (after four bases)I told them I wanted the full refund and this was not overI spoke with the [redacted] store manager, I asked him to credit the mattressesFrom the beginning this has been a nightmareI asked if I still get the days to try out the mattressesI was told, daysThis was confirmed by the salesman, Samm, with the clearance center Manager confirmingdays, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than daysSamm and I then went to main desk and Chris the "Store" Manager verify this daysChris then replied with the same days, but you must keep them for a minimum of daysNow, Chris is saying they are not returnable because they where on clearanceWhy would I have to keep them for a minimum of days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund Sincerely, [redacted]
Good Afternoon Revdex.com, We are very sorry for any concerns that [redacted] is currently experiencing with her product and stand behind the value of the products and protection plan we sell our customers [redacted] ’s previous replacement was not offered to her through Bobs Discount Furniture, this replacement was authorized directly through the [redacted] company who owns and manages the Goof Proof Plan [redacted] invested inThe [redacted] Plan offers five years of coverage so she was well within the first five years of coverage when she received the credit from [redacted] in June of The Bobs Discount Furniture guarantee on [redacted] ’s sofa expired on 6.08.2013, todays date is over a year after expiration, the technician that was dispatched to [redacted] ’s home on (at no charge to her) was done as a courtesy because she is our valued customerUpon arriving to [redacted] ’s home our technician found that the damage being reported was unrepairable and that [redacted] ’s merchandise has suffered an immense amount of accumulated damage concerns that are not related to factory defectsPlease see the photo that I have attached outlining the current staining that is present on this merchandise Regardless of warranty status Bobs Discount Furniture is open to listening to our customer’s concerns and researching all avenues available to us to help our customers resolve problems with their product in a fair mannerPlease understand that there is a reasonable expectation that the merchandise you are making a claim for has been kept in good condition prior to the concern occurringAs a result of all facts presented in this case regretfully Bobs Discount Furniture is unable to provide a replacement sofa for this concern Our technician did recommended that new seat cores (foam inside of the seats) would correct the concern [redacted] is experiencing and should [redacted] wish she can purchase these seat cores for $eachPlease ask that [redacted] contact us by phone at ###-###-#### if she would like to set up this purchase part order Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Pros: Price, Furniture Looks very good in the showroom Cons: Looks are VERY deceivingFurniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their productsThey apparently sell Disposable Furniture designed under the "Planned obsolescence" modelMy wife and I Bought a leather Sofa bed from Bob's a couple years ago$+ $for Bob's cute sounding " [redacted] ***" accident protection plan which also extends bob's own "factory defect" warranty from to yearsSofa worked well enoughHowever we made the mistake of actually using the bed portion of the sofa bedWe had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sidesThe whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-inchesThis was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at allSince I was still under warranty however, I thought we would be okayThe Tech came from Bobs, looked at the sofa for a total of minutes, took a photo and asked to use my phoneHe said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repairHe talked to her for a minute then handed me the phone saying she needed to complete the transaction with meThe man abruptly left while I was still on the phone with the woman at bobsShe then proceeded to tell me that I had to pay for the replacement frame sectionUm, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover thisI said there was no accident that I was aware of, it was being used as intendedI was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] ***/ [redacted] IncAfter going to [redacted] ***/ [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what partsI literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or notHow convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accidentI reported it as an accident, and [redacted] Inc/ [redacted] determined that it was not an accident and would not be covered by them eitherShocker I know After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordinglyI was not very optimistic at this pointBack to Bob's number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defectI asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that farClickthey hung up on meSo my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..onlyWhich we will replace at some point with an actual sofa bed that is not made of garbage materialsLesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long termBehind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction piecesI think they employ the term "Planned obsolescence" to a whole new levelFor your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
Complaint: [redacted] I am rejecting this response because: I do not wish to purchase any other furniture from Bob's They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com Sincerely, [redacted]
Good Afternoon Revdex.com, Our records indicate that [redacted] ’s sales order has been canceled [redacted] has been granted a $gift card to Bobs Discount Furniture as we were so sorry for her wait timeWe apologize again that we could not control the length of shipping time that led to our customer’s disappointmentAt this time we are unable to offer further recourse for this concern Thank You, [redacted] Bobs Discount Furniture