Complaint: [redacted] I am rejecting this response because: A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with I request a credit to my account, thus reducing the amount that I owe I will not be paying the delivery fee for my order, so please take that off my account balance Sincerely, [redacted] ***
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 Rowan to rectify the situation and reach a satisfactory outcome 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
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his 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 ***’s property claim is being handled by the trucking company that caused the damages, [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 asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible For ***’s records the claim number associated with the property damage is: [redacted] I was able to ensure that the delivery company has the correct phone number; their notes indicate that they have called twice I do see that on 2/10/you spoke with an agent that submitted a request for the depot to reach out to you Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with [redacted] today and processed the desired settlement she sought in her postingBobs is very sorry for the stress we caused [redacted] and her son during this purchase I have provided [redacted] with my direct information for any future needs and I thank her again for giving us the opportunity to make our failures right Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, face="Calibri">Based on the account of occurrences the customer is reporting we stand behind the fact that Guardian is following the terms and conditions of the protection plan set forth for all consumers alike The occurrence of damage while using an item (any item- I.E a lawnmower, a vehicle, a washing or drying machine) for its intended purpose is not considered an accident in most every industryThe cause of such damages under use (like sitting in a chair that was built specifically for such an act) is most likely related to wear/tear (the customer has had possession of this merchandise for several years) or a manufacturing defect within the product itselfThe Bobs Discount Furniture manufacturing warranty was valid for one year on this purchase and expired in Reporting that you have been using a chair, which is manufactured and intended for sitting, as a step stool is in fact abuse of the product and its basic material make upOur Bob’s Technician who was in the home on determined that these chairs are experiencing signs of wear and tear and did the best he could to fix what was repairable outside of any direct warranty coverage associated with Bobs While Guardian is a partner of ours and we do continually stand behind the choices this partner makes under their accidental coverage guidelines, we will provide the customer with a Bobs Discount Furniture Store Credit for the side chairs/ arm chairs purchasedBy accepting this store credit the customer is compliant with and acknowledging that the goof proof coverage they purchased for these particular chairs has been fulfilledThe protection will no longer be active on these chairs as the plan offers a one time replacement credit on merchandise within the year period of coverageWe will not be responsible for removing the current chairs the customer has possession of and the store credit can be used at any of our retail locations towards the purchase of new chairs The electronic credit has been uploaded to the customer’s records and be accessed by our sales associates using this order number: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the delay The part has been delivered and the installation service has been scheduled We invited the customer to call in once the installation service has been completed and the piece is functioning properly Please call and request an account review for compensation for the failures that are represented in this complaint We do normally offer this compensation solely as a Bob’s Gift Card Due to the multiple issues, we will note the account that this can be offered to the [redacted] account, once installation is completed and the customer is again happy with the pieces Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not want to accept BOb's response as it is not a satisfactory resolution I understand [redacted] 's position and never disputed when I purchased the unit, or when I first notified Bob's Discount Furnature of my issueI understand what "bonded leather" is however this unit in question was plastic over clothI also was told I was buying leatherNot bonded leather but actual leatherMy receipt supports my beliefs as it was issued by Bob's Discount FurnatureI have since replaced the "junk" I purchase from Bob's with a leather set from a reputable furnature retailer and no longer have the set in question in my possession as I threw it awayAttached you will find the photos I forwarded to Bob's Discount Furnature on 1-29-14, 1-31-14, and also 2-4-Again I was completely shrugged offI thought I was very reasonable in my request for a replacement from their "Pit" and would have been happy with a sofa as opposed to a sectionalIf you take a look at my previous purchases [redacted] yoh can see I have been what I think a good Bob's customerI was very patient and fairBob's will never have my business and since I have purchased elsewhere I only hope that other potential customers make their purchases elsewhereI will continue to tell friends, family, neighbors, coworkers, and colleagues about my poor dealings with Bob's Discount FurnatureBeing a realtor in CT people often turn to me for recommendations and I will be sure to tell of my very poor dealing with Bob's every chance I getI will accept a full refund onlyAnything else I will take as Bob's Discount Furnature continuing to tell me and my sphere of influence that money and not good business practice is Bob's only motive Sincerely, [redacted]
Good Afternoon Revdex.com, Please provide this customer with my apologies that he had to escalate his concern so highly in order to get it properly recognizedAs of we have provided this customer with the resolution he requestedHis factory fresh sofa is expected to arrive to him on Thank You, [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 I would want the gift card for $ mailed to my address Sincerely, [redacted] ***
Good Afternoon Revdex.com, Our records reflect that as of Mr [redacted] ’s request for refund was honoredWe are currently scheduled to pick up the furniture from our customer’s residence on and are working above and beyond our company policies in an extreme effort to bring our customers satisfaction We are truly very sorry for any disappointment we caused Mrand Mrs [redacted] and we thank them for taking the time to make this complaint so that we have the best information available to us to improve our customer’s purchases Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize to this customer for any inconvenience they have experienced while working directly with the [redacted] company for their accidental damage claim Our records reflect that as of we scheduled one of our service technicians to this customer’s residence to perform a repair to the best of his abilities on the damaged tableThis is normally not something we would offer to directly service as these damages are not the result of a factory defect and we stand behind this option as the best recourse we have to offer our customer for this concern
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise Our technician was at the home The report was noted that it was not a manufacturing defect There is extensive frame damage to the piece We do not know what might have caused this in the home There are many ways damage like this can occur If there was an accident, a single accident that the customer is aware of that might have been the cause the customer can submit a claim to [redacted] Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We at Bob’s are sincerely sorry for the loss you have suffered We can absolutely change the return already in the system for the living room sectional reselection to accommodate the refund request We would need the card holder from the original purchase to call the store, before the scheduled pickup of to have the credit card added to the return # [redacted] for the sectional We have documented the approval for the refund to ensure the process goes smoothly; we have no access to the original card number as the system, for security, only shows the last four digits were [redacted] ending in *** We are very sorry that at this time of grieving, there are other issues that are taking up your time and attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- 10pt;">We sincerely apologize for the errors, poor service and lack of follow through this customer has experienced I can see that this has caused unwelcomed stress at a time when that stress would be particularly unwelcomed in their life I am especially sorry for that We recognized that we have failed this customer, as a business, we do need bear in mind several things when compensating a customer The amount of the gift card you were offered is far above what we would normally offer As a courtesy for the issues this customer has encountered we will make an offer to refund both delivery fees back to the two different [redacted] *ards used In addition to these refunds we will offer a $gift card in an effort to allow the customer to choose a nice “take with” item from our store so that they may instead of remembering the stress and discomfort we caused remember we did attempt to make it right If this customer accepts this offer, please reply to the Revdex.com so we can create the necessary paperwork Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I have spoken with our customer (***) today (8.11.2014) and we have offered a fair an appropriate resolution for this concernPlease pass on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this product has caused them I have also provided our customer with my direct information for any future needs I can help resolve with the utmost efficiencyI thank our customer for making this complaint so that we have the opportunity to provide the care our customer should have been receiving all along Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with [redacted] by phone today (7.16.2014) and have initiated replacement options for resolution using the valuable protection plan that [redacted] purchased from usI do feel that we failed [redacted] in not providing her with the best customer care possible and I am very grateful for the opportunity she has provided us to make this right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Our love seat frame is cracked brand new reallyThree calls (hour wait and rude customer service person who kept calling me Miss calm down) for a missing part on the dresser After more calls the wrong part arrived and then they tell us it will be back ordered for days really Don't ever buy any thing from Bob's furniture!!!!!
Good Morning Revdex.com- We are sincerely sorry for the delay in delivery and inconvenience that multiple attempts on delivery caused this customer We have already set the delivery fee up for a refund back to original method of payment it is waiting until the customer reaches out to the store with the original credit card information; this is something we do not keep on file for security purposes Refunding the delivery fee is outside our policy, it is not something we normally offer We would not be able to offer additional compensation for this customer o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I apologize that [redacted] found our offer for a further form of apology insufficient and the offer for a $Bobs Discount Furniture gift card will remain open to [redacted] should she choose to provide us with another chance in the future In regards to my mention of “***’s Account” I was in no way indicating or assuming that a certain person’s credit card was used to pay for this purchaseThe Bobs Discount Furniture record that we have for this sales order is under ***’s full name and not [redacted] ’s My comment was intended to explain an offer of electronically processing the gift card to “***’s Account” as [redacted] is who we could consider the sole owner of this cr I am deeply saddened to learn of the tragedy that [redacted] cites she has recently endured and ask that you please pass on my personal sympathies to her during this timeI assure [redacted] that it was never our intention to cause her more stress during this sale and that we have taken the appropriate steps internally to rectify the lack of care and empathy [redacted] stated she received while seeking resolution for our failures Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with I request a credit to my account, thus reducing the amount that I owe I will not be paying the delivery fee for my order, so please take that off my account balance Sincerely, [redacted] ***
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 Rowan to rectify the situation and reach a satisfactory outcome 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
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his 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 ***’s property claim is being handled by the trucking company that caused the damages, [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 asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible For ***’s records the claim number associated with the property damage is: [redacted] I was able to ensure that the delivery company has the correct phone number; their notes indicate that they have called twice I do see that on 2/10/you spoke with an agent that submitted a request for the depot to reach out to you Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with [redacted] today and processed the desired settlement she sought in her postingBobs is very sorry for the stress we caused [redacted] and her son during this purchase I have provided [redacted] with my direct information for any future needs and I thank her again for giving us the opportunity to make our failures right Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, face="Calibri">Based on the account of occurrences the customer is reporting we stand behind the fact that Guardian is following the terms and conditions of the protection plan set forth for all consumers alike The occurrence of damage while using an item (any item- I.E a lawnmower, a vehicle, a washing or drying machine) for its intended purpose is not considered an accident in most every industryThe cause of such damages under use (like sitting in a chair that was built specifically for such an act) is most likely related to wear/tear (the customer has had possession of this merchandise for several years) or a manufacturing defect within the product itselfThe Bobs Discount Furniture manufacturing warranty was valid for one year on this purchase and expired in Reporting that you have been using a chair, which is manufactured and intended for sitting, as a step stool is in fact abuse of the product and its basic material make upOur Bob’s Technician who was in the home on determined that these chairs are experiencing signs of wear and tear and did the best he could to fix what was repairable outside of any direct warranty coverage associated with Bobs While Guardian is a partner of ours and we do continually stand behind the choices this partner makes under their accidental coverage guidelines, we will provide the customer with a Bobs Discount Furniture Store Credit for the side chairs/ arm chairs purchasedBy accepting this store credit the customer is compliant with and acknowledging that the goof proof coverage they purchased for these particular chairs has been fulfilledThe protection will no longer be active on these chairs as the plan offers a one time replacement credit on merchandise within the year period of coverageWe will not be responsible for removing the current chairs the customer has possession of and the store credit can be used at any of our retail locations towards the purchase of new chairs The electronic credit has been uploaded to the customer’s records and be accessed by our sales associates using this order number: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the delay The part has been delivered and the installation service has been scheduled We invited the customer to call in once the installation service has been completed and the piece is functioning properly Please call and request an account review for compensation for the failures that are represented in this complaint We do normally offer this compensation solely as a Bob’s Gift Card Due to the multiple issues, we will note the account that this can be offered to the [redacted] account, once installation is completed and the customer is again happy with the pieces Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not want to accept BOb's response as it is not a satisfactory resolution I understand [redacted] 's position and never disputed when I purchased the unit, or when I first notified Bob's Discount Furnature of my issueI understand what "bonded leather" is however this unit in question was plastic over clothI also was told I was buying leatherNot bonded leather but actual leatherMy receipt supports my beliefs as it was issued by Bob's Discount FurnatureI have since replaced the "junk" I purchase from Bob's with a leather set from a reputable furnature retailer and no longer have the set in question in my possession as I threw it awayAttached you will find the photos I forwarded to Bob's Discount Furnature on 1-29-14, 1-31-14, and also 2-4-Again I was completely shrugged offI thought I was very reasonable in my request for a replacement from their "Pit" and would have been happy with a sofa as opposed to a sectionalIf you take a look at my previous purchases [redacted] yoh can see I have been what I think a good Bob's customerI was very patient and fairBob's will never have my business and since I have purchased elsewhere I only hope that other potential customers make their purchases elsewhereI will continue to tell friends, family, neighbors, coworkers, and colleagues about my poor dealings with Bob's Discount FurnatureBeing a realtor in CT people often turn to me for recommendations and I will be sure to tell of my very poor dealing with Bob's every chance I getI will accept a full refund onlyAnything else I will take as Bob's Discount Furnature continuing to tell me and my sphere of influence that money and not good business practice is Bob's only motive Sincerely, [redacted]
Good Afternoon Revdex.com, Please provide this customer with my apologies that he had to escalate his concern so highly in order to get it properly recognizedAs of we have provided this customer with the resolution he requestedHis factory fresh sofa is expected to arrive to him on Thank You, [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 I would want the gift card for $ mailed to my address Sincerely, [redacted] ***
Good Afternoon Revdex.com, Our records reflect that as of Mr [redacted] ’s request for refund was honoredWe are currently scheduled to pick up the furniture from our customer’s residence on and are working above and beyond our company policies in an extreme effort to bring our customers satisfaction We are truly very sorry for any disappointment we caused Mrand Mrs [redacted] and we thank them for taking the time to make this complaint so that we have the best information available to us to improve our customer’s purchases Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize to this customer for any inconvenience they have experienced while working directly with the [redacted] company for their accidental damage claim Our records reflect that as of we scheduled one of our service technicians to this customer’s residence to perform a repair to the best of his abilities on the damaged tableThis is normally not something we would offer to directly service as these damages are not the result of a factory defect and we stand behind this option as the best recourse we have to offer our customer for this concern
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise Our technician was at the home The report was noted that it was not a manufacturing defect There is extensive frame damage to the piece We do not know what might have caused this in the home There are many ways damage like this can occur If there was an accident, a single accident that the customer is aware of that might have been the cause the customer can submit a claim to [redacted] Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
I wouldn't put a dog on your Perfection mattress
Good Afternoon Revdex.com- We at Bob’s are sincerely sorry for the loss you have suffered We can absolutely change the return already in the system for the living room sectional reselection to accommodate the refund request We would need the card holder from the original purchase to call the store, before the scheduled pickup of to have the credit card added to the return # [redacted] for the sectional We have documented the approval for the refund to ensure the process goes smoothly; we have no access to the original card number as the system, for security, only shows the last four digits were [redacted] ending in *** We are very sorry that at this time of grieving, there are other issues that are taking up your time and attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- 10pt;">We sincerely apologize for the errors, poor service and lack of follow through this customer has experienced I can see that this has caused unwelcomed stress at a time when that stress would be particularly unwelcomed in their life I am especially sorry for that We recognized that we have failed this customer, as a business, we do need bear in mind several things when compensating a customer The amount of the gift card you were offered is far above what we would normally offer As a courtesy for the issues this customer has encountered we will make an offer to refund both delivery fees back to the two different [redacted] *ards used In addition to these refunds we will offer a $gift card in an effort to allow the customer to choose a nice “take with” item from our store so that they may instead of remembering the stress and discomfort we caused remember we did attempt to make it right If this customer accepts this offer, please reply to the Revdex.com so we can create the necessary paperwork Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I have spoken with our customer (***) today (8.11.2014) and we have offered a fair an appropriate resolution for this concernPlease pass on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this product has caused them I have also provided our customer with my direct information for any future needs I can help resolve with the utmost efficiencyI thank our customer for making this complaint so that we have the opportunity to provide the care our customer should have been receiving all along Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with [redacted] by phone today (7.16.2014) and have initiated replacement options for resolution using the valuable protection plan that [redacted] purchased from usI do feel that we failed [redacted] in not providing her with the best customer care possible and I am very grateful for the opportunity she has provided us to make this right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Our love seat frame is cracked brand new reallyThree calls (hour wait and rude customer service person who kept calling me Miss calm down) for a missing part on the dresser After more calls the wrong part arrived and then they tell us it will be back ordered for days really Don't ever buy any thing from Bob's furniture!!!!!
Good Morning Revdex.com- We are sincerely sorry for the delay in delivery and inconvenience that multiple attempts on delivery caused this customer We have already set the delivery fee up for a refund back to original method of payment it is waiting until the customer reaches out to the store with the original credit card information; this is something we do not keep on file for security purposes Refunding the delivery fee is outside our policy, it is not something we normally offer We would not be able to offer additional compensation for this customer o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I apologize that [redacted] found our offer for a further form of apology insufficient and the offer for a $Bobs Discount Furniture gift card will remain open to [redacted] should she choose to provide us with another chance in the future In regards to my mention of “***’s Account” I was in no way indicating or assuming that a certain person’s credit card was used to pay for this purchaseThe Bobs Discount Furniture record that we have for this sales order is under ***’s full name and not [redacted] ’s My comment was intended to explain an offer of electronically processing the gift card to “***’s Account” as [redacted] is who we could consider the sole owner of this c
r I am deeply saddened to learn of the tragedy that [redacted] cites she has recently endured and ask that you please pass on my personal sympathies to her during this timeI assure [redacted] that it was never our intention to cause her more stress during this sale and that we have taken the appropriate steps internally to rectify the lack of care and empathy [redacted] stated she received while seeking resolution for our failures Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison