Good Morning Revdex.com, Please pass on our deepest apologies to our customer for any miscommunication that occurred to cause a delay in their refund of $Our records indicate that we initially over –refunded this remaining balance to the financing account used and the financing company [redacted] credited it back to us at a later dateAs far as I can tell there is no dispute open on our end as we initially refunded more to the financing account then was necessary, therefore no reason to dispute anything At this time if the customer is receiving a bill directly from [redacted] or has cashed any checks sent from [redacted] that financial settlement remains between the consumer and [redacted] only We have created the necessary paperwork to refund the $to the customer, as this was a cash payment the customer can expect to receive a corporate check as outlined on their sales receipt, within the next daysFor reference the refund credit order number associated with this transaction is: We apologize again for any errors on our end and consider this claim closed as resolved at this time Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who coversAnd as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows that I have covered you by MrBOB and the same has been shown by sales people when they are selling insuranceNow the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of salesWe never imagined this would happen still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses Sincerely, [redacted] ***
Good Morning Revdex.com- size="3"> We are very sorry that this bed did not live up to the customer’s expectations I do see multiple notes from agents that this was approved for a reselection due to the reported issues There are notes that the customer was called and messages were left to call in and have the paperwork created I can not begin to imagine having to endure this issue with a child’s bed; I am so sorry that this has not been taken care of sooner Should the customer wish to accept this offer they are able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundleThis 100% will be based off of the original cost paid for the bed only We will waive the new delivery fee as well The Goof Proof insurance does allow for a one time replacement on the merchandise, this would fulfill that plan Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I want to start by saying the purchase process went really goodThe salesman was patient and wasn't pushy at allThe problem began once we got our furnitureOur chase was on back order which we knew when we purchased itWhen it came a month after our original delivery date of sofa we noticed the cushion was not long enough to go back under the pillow backingWe reached out to Bobs and a field tech came and agreed the cushion was short and placed order for new oneThis was in JanuaryWe were told it would be a couple weeksThen that turned into a monthHere we are now starting April and still nothing has been done to correct the issueweeks go by and we call and get the same song and danceAt this point since they aren't able to replace the cushion in a timely manner we want the chase replacedAs I sit on phone w customer service rep I'm being told they can't get us a cushion and they won't replace the chaseIm being told I can't return it either because Ive had it for months nowIf I would've known Id be sitting here w a defected chase for months I would've returned it immediatelyThere is no excuse for how this is being handledIt frustrates me because Im sure they are selling more chases while we sit here with out ours
Complaint: [redacted] I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the websiteProvide the name of the box spring so I can confirm on the website that it costs The price of the bed online is Sincerely, [redacted]
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] , 16px;"> I am terribly sorry that you have been experiencing such concern with the corner piece of your sectionalI do understand how aggravating it is being passed in between two companies and I assure you that Bobs Discount Furniture truly values every customer who chooses to spend their hard earned money with us Our records indicate that the corner piece of your sectional not only has the seam separation concern, but also has various damages of “chewed up” leatherOur technician determined that this type of damage could have been caused by a dogThe questionable “chewed up” damage is the main reason we have not been able to provide you with a resolutionYes, you did purchase the Goof Proof Protection Plan which is a very valuable plan that we encourage all our customers to invest in; however animal damages from teeth, beaks, claws and feet are considered a preventable occurrence under the Goof Proof Protection Plan guidelinesLike many other protection or insurance plans that you purchase for electronics or your vehicle there must be certain exclusions in order to keep the plan fair for all consumersI am a pet owner myself and completely understand that there are certain events that our pets can cause that are sometimes beyond our controlRegretfully there is not a company or insurance plan in existence that will take responsibility for furniture being chewed on I have a genuine interest in helping you resolve this concern because Bobs Discount Furniture is a company that knows how important each one of our customers is and we continually strive to earn and keep their trust in our businessIn order to proceed further I will ask that you send me current pictures of your sectionalYou can respond to me through this channel or you are welcome to email me these photos directly at [redacted] Please send a minimum of two (2) photos to meOne (1) photo of your entire sectional and one (1) photo of the corner piece and its specific damages I sincerely want to help you [redacted] and await your response Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- 10pt;">We are very sorry for the miscommunications that have caused this customer to receive poor service It appears that this has been rectified at this time We are sincerely sorry that it required the customer calling in so many times We have created the service for the dresser, service number is [redacted] Please call in at your earliest convenience to schedule the appointment [redacted] has been looking to speak with this customer regarding the account ###-###-#### We are sincerely sorry for the time this customer has had to wait in getting this rectified We would like to offer this customer a $gift card as a token of our apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon [redacted] ***, I apologize if you were unaware of the terms of your [redacted] *** contractI called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/at 10:35am but, you have yet to return my call You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted] ***, who owns the furniture but leased it to youBob's Discount Furniture is unable to alter any portion of an [redacted] contract I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted] *** Sincerely, [redacted] ***
I purchase a Maggie Sectional sofa from Bobs in April In less than a years timethe seat core had springs within it that was protruding / defective I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September ( months!!!!!)This is not what their sales people tell you when purchasing this additional protectionIts not disclosed that you will have an extended wait RidiculousThis sofa was not used heavily ,year old, and its horrible to set onI dont know when or if a spring will stick me in my buttocksSimply not acceptible!!!
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies to our customer for the inconvenience they have experienced during the delivery of their living room purchase with us The customer’s original sofa was fully inspected by a factory trained professional and our professional deemed that there was no defect presentOur technician’s report indicated that when the sofa was in the reclined position on the right side facing the very small (inch) gap was for the product and its expected wear pattern for years to come Although our technician found no factory defect present we went the extra mile for our customer and approved exchanging the sofa as a courtesyDue to the fact that we communicated, and fully inspected for the customer previously that their concern was not a defect, the factory fresh exchange model came out built the same way and continued to cause this customer a preference concernThis exchange delivery took place on The customer’s sale invoice (which is commonly signed and agreed to by the purchaser at the time of sale) clearly denotes that we are unable to offer a return on purchases already delivered into the homeThis document goes on to further indicate that if there is a defect in the product that cannot be serviced we will replace that product for the customerAs a business we have already worked above and beyond all policies indicated and agreed to in an extreme effort to please this individual directly As of right now our records indicate that the customer has agreed to the option we presented on for a return for store credit On top of that option being offered as another extreme courtesy (since we did not fail our customer and the merchandise is in factory fresh condition) we have refunded the charges the customer made to the financing account for the purchase of insurance (Goof Proof Plus) and offered to cover the cost of delivering the customer’s newly selected merchandise (this delivery fee coverage offers the consumer an additional savings of $100-200) We are confident that we have another product that will suit this customer’s preferences available in our extensive sales floor line up, should the customer wish to select a different furniture item (other than living room) that is also entirely acceptableAs a retailer the option that we have in place benefits our customer before our business overall and is the most fair and adequate offer for resolution moving forward
Good Afternoon Revdex.com- We are very sorry if any miscommunication occurred between the salesperson in the store and the customer That is certainly not the experience we would want for any of our customers We train our salespeople to explain the terms of the financing available through [redacted] *** We apologize if it was not made completely clear before the credit check was processed We are glad that the manager was willing to step in and accept the responsibility on behalf of Bob’s We are very sorry that this was this customer’s first experience with Bob’s and not a satisfactory one This customer has already accepted the compensation that was offered and has reported no further issues with the pieces We are very sorry that they continue to be dissatisfied with the purchase they made Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I am very sorry that our customer is disappointed with their productWhile I remain sorry I am not able to see how we mislead our customer within our advertising campaign for this productThe fact remains that the customer does not have any active guarantee thru Bobs for this purchase (as advertised) Bob’s prides itself on providing quality service and the best value product for the priceIn order to remain fair for all customers alike we must uphold the integrity of our Bob’s Guarantee and all of our policies and procedures In reference to the absence of honorable customer care our customer cites their concern has received while communicating with us (there is no excuse for a lack of empathy or any lack of follow up) we can offer the customer a token of our apologies in the form of a Bobs Discount Furniture Gift Card for $ Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a piece sectional about years ago I also purchased a year warranty I recently went to a Bob store to look for another piece of furniture I told them about an issue I was having with the couch I had purchased - basically the cushion is not offering any support and on two of the pieces you fall all the way back into the couch .I was told I was covered by the warranty and should call to have it evaluated Also - the device that you use to recline the seat is popped all the way out of the seat Today - a representative came to my home He had zero customer service skills.No hello my name isnothing Came in - sat down, fell back into the couchSaw the reclining buttons protruding Took pictures - asked to use my phone - called Bobs - handed me the phone and RAN out of my house The man on the phone informed me it is wear of the couch and it is not under warranty Bob's furniture is awful - never purchase from them unless you are looking for disposable furniture AND NEVER BUY THEIR WARRANTY When they sold it to me and when I returned to the store recently I was assured they stand by the quality of their productThat everything is covered - even if a child colors on it or tears it I have a tear on the back of the couch I do not know how it got there They do not cover this either - even though I was sold the warranty based on repeated assurances that EVERYTHING is coveredEverything is not covered!! They are standing by inferior quality which they are happy for you to fall back in after 2-years of useAbsolute garbage - waste of my hard earned money Disappointed and will not make that mistake again Buyers BEWARE!
Good Morning Revdex.com- size="3"> We are very sorry that this Mason sofa did not live up to the customer’s expectationsWe do show that the service the customer is referencing did occur in March and the customer called in to report the loose arm in November In the eight months between the part installation and the customer reporting to us the concern no issues were reported on the piece There are many ways arms become loose in the home, pulling the sofa to clean and sitting on the armrest are the most common In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to answer the Revdex.com back that it is accepted and the reselection will be created and made available The technician that was in the home deemed the piece was showing wear for a piece in the home being used for about a year and a half Courtesy Offer for Resolution: If the customer would like to reselect to a different sofa we will provide a credit (store credit) of 80%This 80% will be based off of the original cost paid for the sofa only, this will be a store credit of $plus taxesAs with all courtesy reselections the customer would be responsible for the new delivery feeWe will pick up the Mason sofa the day the new merchandise is delivered Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, 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] In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning 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 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 that it may have been the dog jumping on it By [redacted] ’s guidelines this is not a verifiable accident It is a preventable incident 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) If this is damage along the seam we can offer this customer a courtesy service and have one of our technicians come to the home to see if they can close the opening If this customer can submit at least photos of the damage, one close up one a few feet away, we can determine if a tech can repair Kindest Regards, Tracy S [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 service experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome The exchange of the mattress is scheduled for 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
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I see a desk that was picked up in January and the Greyson set that has not been delivered I do not see any comments that you have called or have reported any damages to customer care ###-###-#### Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture
Good Morning Revdex.com, I reached out to [redacted] today via the phone number he has provided in this complaintI was able to speak with [redacted] and I thank him again for his willingness to work with us in finding a satisfactory resolution for his concernI apologize to [redacted] for the fact that we weren’t able to save his valuable time and reach this resolution when he initially made us aware of his complaintBobs Discount Furniture cares very much for all our customers and we appreciate the opportunity [redacted] has provided us with to correct the areas within our organization that need improvement Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I appreciate the time you took to research my problems I have been having with the company In regards to the two options presented to me I would like to take the option relating to the piece being built off the table completely This is for two reasons: – If I decided to go this route it would be starting the process over again There are no guarantees the product would not be damaged again and I can be in the same exact position I am in right now just fourth months later in October – I ordered and paid for this product in February An expected delivery date of October is an month wait Again with no guarantee that I will receive the product and I can be in the same exact position I am in right now For the reasons above I am respectfully rejecting that option In regards to the other option of receiving the couch from a warehouse I have some serious concerns about different colors I believe a rational customer would expect that when they order something, especially over $2,000, the product would match and come in the color they requested This brings me back to my two options I presented earlier only, with the first one slightly modified: - Guarantee the color of the final piece would be the same as the rest of the couch that I have paid for and guarantee delivery by 6-30-and issue a $store creditIf not delivered by this date or the couch does not match I get a full refund and keep the furniture, for my troubles However if Bob’s is unable to honor this request I ask that the company select option 2: - Refund my credit card in full, take couch back, and issue $check I would not be happy with option 2, as I think the additional frustration, deception, time spent, and anxiety as a result of this purchase is worth well over $300, but at least this situation would be over and I can start my search for a new couch all over again, four months later I look forward to hearing back from you
Good Morning Revdex.com, Please pass on our deepest apologies to our customer for any miscommunication that occurred to cause a delay in their refund of $Our records indicate that we initially over –refunded this remaining balance to the financing account used and the financing company [redacted] credited it back to us at a later dateAs far as I can tell there is no dispute open on our end as we initially refunded more to the financing account then was necessary, therefore no reason to dispute anything At this time if the customer is receiving a bill directly from [redacted] or has cashed any checks sent from [redacted] that financial settlement remains between the consumer and [redacted] only We have created the necessary paperwork to refund the $to the customer, as this was a cash payment the customer can expect to receive a corporate check as outlined on their sales receipt, within the next daysFor reference the refund credit order number associated with this transaction is: We apologize again for any errors on our end and consider this claim closed as resolved at this time Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who coversAnd as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows that I have covered you by MrBOB and the same has been shown by sales people when they are selling insuranceNow the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of salesWe never imagined this would happen still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses Sincerely, [redacted] ***
Good Morning Revdex.com- size="3"> We are very sorry that this bed did not live up to the customer’s expectations I do see multiple notes from agents that this was approved for a reselection due to the reported issues There are notes that the customer was called and messages were left to call in and have the paperwork created I can not begin to imagine having to endure this issue with a child’s bed; I am so sorry that this has not been taken care of sooner Should the customer wish to accept this offer they are able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundleThis 100% will be based off of the original cost paid for the bed only We will waive the new delivery fee as well The Goof Proof insurance does allow for a one time replacement on the merchandise, this would fulfill that plan Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I want to start by saying the purchase process went really goodThe salesman was patient and wasn't pushy at allThe problem began once we got our furnitureOur chase was on back order which we knew when we purchased itWhen it came a month after our original delivery date of sofa we noticed the cushion was not long enough to go back under the pillow backingWe reached out to Bobs and a field tech came and agreed the cushion was short and placed order for new oneThis was in JanuaryWe were told it would be a couple weeksThen that turned into a monthHere we are now starting April and still nothing has been done to correct the issueweeks go by and we call and get the same song and danceAt this point since they aren't able to replace the cushion in a timely manner we want the chase replacedAs I sit on phone w customer service rep I'm being told they can't get us a cushion and they won't replace the chaseIm being told I can't return it either because Ive had it for months nowIf I would've known Id be sitting here w a defected chase for months I would've returned it immediatelyThere is no excuse for how this is being handledIt frustrates me because Im sure they are selling more chases while we sit here with out ours
Complaint: [redacted] I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the websiteProvide the name of the box spring so I can confirm on the website that it costs The price of the bed online is Sincerely, [redacted]
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] , 16px;"> I am terribly sorry that you have been experiencing such concern with the corner piece of your sectionalI do understand how aggravating it is being passed in between two companies and I assure you that Bobs Discount Furniture truly values every customer who chooses to spend their hard earned money with us Our records indicate that the corner piece of your sectional not only has the seam separation concern, but also has various damages of “chewed up” leatherOur technician determined that this type of damage could have been caused by a dogThe questionable “chewed up” damage is the main reason we have not been able to provide you with a resolutionYes, you did purchase the Goof Proof Protection Plan which is a very valuable plan that we encourage all our customers to invest in; however animal damages from teeth, beaks, claws and feet are considered a preventable occurrence under the Goof Proof Protection Plan guidelinesLike many other protection or insurance plans that you purchase for electronics or your vehicle there must be certain exclusions in order to keep the plan fair for all consumersI am a pet owner myself and completely understand that there are certain events that our pets can cause that are sometimes beyond our controlRegretfully there is not a company or insurance plan in existence that will take responsibility for furniture being chewed on I have a genuine interest in helping you resolve this concern because Bobs Discount Furniture is a company that knows how important each one of our customers is and we continually strive to earn and keep their trust in our businessIn order to proceed further I will ask that you send me current pictures of your sectionalYou can respond to me through this channel or you are welcome to email me these photos directly at [redacted] Please send a minimum of two (2) photos to meOne (1) photo of your entire sectional and one (1) photo of the corner piece and its specific damages I sincerely want to help you [redacted] and await your response Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- 10pt;">We are very sorry for the miscommunications that have caused this customer to receive poor service It appears that this has been rectified at this time We are sincerely sorry that it required the customer calling in so many times We have created the service for the dresser, service number is [redacted] Please call in at your earliest convenience to schedule the appointment [redacted] has been looking to speak with this customer regarding the account ###-###-#### We are sincerely sorry for the time this customer has had to wait in getting this rectified We would like to offer this customer a $gift card as a token of our apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon [redacted] ***, I apologize if you were unaware of the terms of your [redacted] *** contractI called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/at 10:35am but, you have yet to return my call You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted] ***, who owns the furniture but leased it to youBob's Discount Furniture is unable to alter any portion of an [redacted] contract I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted] *** Sincerely, [redacted] ***
I purchase a Maggie Sectional sofa from Bobs in April In less than a years timethe seat core had springs within it that was protruding / defective I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September ( months!!!!!)This is not what their sales people tell you when purchasing this additional protectionIts not disclosed that you will have an extended wait RidiculousThis sofa was not used heavily ,year old, and its horrible to set onI dont know when or if a spring will stick me in my buttocksSimply not acceptible!!!
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies to our customer for the inconvenience they have experienced during the delivery of their living room purchase with us The customer’s original sofa was fully inspected by a factory trained professional and our professional deemed that there was no defect presentOur technician’s report indicated that when the sofa was in the reclined position on the right side facing the very small (inch) gap was for the product and its expected wear pattern for years to come Although our technician found no factory defect present we went the extra mile for our customer and approved exchanging the sofa as a courtesyDue to the fact that we communicated, and fully inspected for the customer previously that their concern was not a defect, the factory fresh exchange model came out built the same way and continued to cause this customer a preference concernThis exchange delivery took place on The customer’s sale invoice (which is commonly signed and agreed to by the purchaser at the time of sale) clearly denotes that we are unable to offer a return on purchases already delivered into the homeThis document goes on to further indicate that if there is a defect in the product that cannot be serviced we will replace that product for the customerAs a business we have already worked above and beyond all policies indicated and agreed to in an extreme effort to please this individual directly As of right now our records indicate that the customer has agreed to the option we presented on for a return for store credit On top of that option being offered as another extreme courtesy (since we did not fail our customer and the merchandise is in factory fresh condition) we have refunded the charges the customer made to the financing account for the purchase of insurance (Goof Proof Plus) and offered to cover the cost of delivering the customer’s newly selected merchandise (this delivery fee coverage offers the consumer an additional savings of $100-200) We are confident that we have another product that will suit this customer’s preferences available in our extensive sales floor line up, should the customer wish to select a different furniture item (other than living room) that is also entirely acceptableAs a retailer the option that we have in place benefits our customer before our business overall and is the most fair and adequate offer for resolution moving forward
Good Afternoon Revdex.com- We are very sorry if any miscommunication occurred between the salesperson in the store and the customer That is certainly not the experience we would want for any of our customers We train our salespeople to explain the terms of the financing available through [redacted] *** We apologize if it was not made completely clear before the credit check was processed We are glad that the manager was willing to step in and accept the responsibility on behalf of Bob’s We are very sorry that this was this customer’s first experience with Bob’s and not a satisfactory one This customer has already accepted the compensation that was offered and has reported no further issues with the pieces We are very sorry that they continue to be dissatisfied with the purchase they made Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I am very sorry that our customer is disappointed with their productWhile I remain sorry I am not able to see how we mislead our customer within our advertising campaign for this productThe fact remains that the customer does not have any active guarantee thru Bobs for this purchase (as advertised) Bob’s prides itself on providing quality service and the best value product for the priceIn order to remain fair for all customers alike we must uphold the integrity of our Bob’s Guarantee and all of our policies and procedures In reference to the absence of honorable customer care our customer cites their concern has received while communicating with us (there is no excuse for a lack of empathy or any lack of follow up) we can offer the customer a token of our apologies in the form of a Bobs Discount Furniture Gift Card for $ Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a piece sectional about years ago I also purchased a year warranty I recently went to a Bob store to look for another piece of furniture I told them about an issue I was having with the couch I had purchased - basically the cushion is not offering any support and on two of the pieces you fall all the way back into the couch .I was told I was covered by the warranty and should call to have it evaluated Also - the device that you use to recline the seat is popped all the way out of the seat Today - a representative came to my home He had zero customer service skills.No hello my name isnothing Came in - sat down, fell back into the couchSaw the reclining buttons protruding Took pictures - asked to use my phone - called Bobs - handed me the phone and RAN out of my house The man on the phone informed me it is wear of the couch and it is not under warranty Bob's furniture is awful - never purchase from them unless you are looking for disposable furniture AND NEVER BUY THEIR WARRANTY When they sold it to me and when I returned to the store recently I was assured they stand by the quality of their productThat everything is covered - even if a child colors on it or tears it I have a tear on the back of the couch I do not know how it got there They do not cover this either - even though I was sold the warranty based on repeated assurances that EVERYTHING is coveredEverything is not covered!! They are standing by inferior quality which they are happy for you to fall back in after 2-years of useAbsolute garbage - waste of my hard earned money Disappointed and will not make that mistake again Buyers BEWARE!
Good Morning Revdex.com- size="3"> We are very sorry that this Mason sofa did not live up to the customer’s expectationsWe do show that the service the customer is referencing did occur in March and the customer called in to report the loose arm in November In the eight months between the part installation and the customer reporting to us the concern no issues were reported on the piece There are many ways arms become loose in the home, pulling the sofa to clean and sitting on the armrest are the most common In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to answer the Revdex.com back that it is accepted and the reselection will be created and made available The technician that was in the home deemed the piece was showing wear for a piece in the home being used for about a year and a half Courtesy Offer for Resolution: If the customer would like to reselect to a different sofa we will provide a credit (store credit) of 80%This 80% will be based off of the original cost paid for the sofa only, this will be a store credit of $plus taxesAs with all courtesy reselections the customer would be responsible for the new delivery feeWe will pick up the Mason sofa the day the new merchandise is delivered Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, 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] In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning 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 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 that it may have been the dog jumping on it By [redacted] ’s guidelines this is not a verifiable accident It is a preventable incident 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) If this is damage along the seam we can offer this customer a courtesy service and have one of our technicians come to the home to see if they can close the opening If this customer can submit at least photos of the damage, one close up one a few feet away, we can determine if a tech can repair Kindest Regards, Tracy S [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 service experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome The exchange of the mattress is scheduled for 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
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I see a desk that was picked up in January and the Greyson set that has not been delivered I do not see any comments that you have called or have reported any damages to customer care ###-###-#### Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture
Good Morning Revdex.com, I reached out to [redacted] today via the phone number he has provided in this complaintI was able to speak with [redacted] and I thank him again for his willingness to work with us in finding a satisfactory resolution for his concernI apologize to [redacted] for the fact that we weren’t able to save his valuable time and reach this resolution when he initially made us aware of his complaintBobs Discount Furniture cares very much for all our customers and we appreciate the opportunity [redacted] has provided us with to correct the areas within our organization that need improvement Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I appreciate the time you took to research my problems I have been having with the company In regards to the two options presented to me I would like to take the option relating to the piece being built off the table completely This is for two reasons: – If I decided to go this route it would be starting the process over again There are no guarantees the product would not be damaged again and I can be in the same exact position I am in right now just fourth months later in October – I ordered and paid for this product in February An expected delivery date of October is an month wait Again with no guarantee that I will receive the product and I can be in the same exact position I am in right now For the reasons above I am respectfully rejecting that option In regards to the other option of receiving the couch from a warehouse I have some serious concerns about different colors I believe a rational customer would expect that when they order something, especially over $2,000, the product would match and come in the color they requested This brings me back to my two options I presented earlier only, with the first one slightly modified: - Guarantee the color of the final piece would be the same as the rest of the couch that I have paid for and guarantee delivery by 6-30-and issue a $store creditIf not delivered by this date or the couch does not match I get a full refund and keep the furniture, for my troubles However if Bob’s is unable to honor this request I ask that the company select option 2: - Refund my credit card in full, take couch back, and issue $check I would not be happy with option 2, as I think the additional frustration, deception, time spent, and anxiety as a result of this purchase is worth well over $300, but at least this situation would be over and I can start my search for a new couch all over again, four months later I look forward to hearing back from you