Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floorI can't explain anything else because there is nothing else to sayThank you
Good Morning Revdex.com, I have just finished speaking with [redacted] by phone and explained how sorry I am that she has had to wait for follow up on her property claimWe do take ownership and responsibility for this concern and I will be acting as a liaison for our customer from this point forward, ensuring that she is provided with the resolution she deserves from our failureI have provided [redacted] with my direct phone number and I have reached out to our trucking company’s senior management staff to make them aware of our customer’s concern I have also made an agreement to contact [redacted] back prior to the end of today (6.06.2014) to ensure that she is continually receiving a route for resolution in regards to this complaint Thank you for providing us with an opportunity to make it right Revdex.com, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon [redacted], I am very sorry that you have been met with such disappointment while trying to get your product concerns resolvedI assure you that our Goof Proof Protections plans are not scams; in fact our records reflect that as of you have an open exchange honored by the [redacted] company for your table that can be scheduled for delivery at your earliest convenience Bobs Discount Furniture thanks you very much for being so accepting of our services over the years on your sofa and I see no reason as to why your request for a replacement sofa should not be honoredI apologize that you had to escalate your concerns so highly in order to get them properly recognized and I promise you that Bobs Discount Furniture truly cares about our customers in a way no other retailer ever could Please contact our Customer Care Department at ###-###-#### to schedule both the [redacted] exchange of your table and the Bobs exchange of your sofaAs long as both items remain available in our current stock we can most likely exchange both for you on the same date so we have less impact on your life while we work to resolve your concerns Thank you for choosing Bobs [redacted] and I apologize again for how poorly we initially answered your need for further assistance [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please see the attached pictures (pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the abuse that this merchandise has suffered from animal claws The merchandise is also very far outside of the direct Bobs Discount Furniture Warranty period we expressed on the sales invoice at the time of purchaseThe customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable referring the customer to this option as the claim will be denied for coverage due to the extent that the animal was allowed to destroy this product to Even though the merchandise is over two years old and we have never received a claim of concern until now, we did send out a technician at our own cost to try and rectify the concern our customer reportedOur technician deemed that there was no defect to the frame of the item and in locating the damages done by the pet we are regretfully unable to become involved further for liability concerns While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated use the item has received in its environment I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in the shape it is in and our factory trained professional has reported there are no manufacturing concerns albeit the merchandise is outside of its warranty through Bobs Discount Furniture We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, We apologize for any disappointment the customer has experienced with the bunk bed purchased from us Our records reflect that as a business we addressed our customer’s concern fully on and the customer has selected to use their credit in a purchase for new living room furniture We look forward to pleasing our customer with the new merchandise they have selected via the credit and resolution we are providing Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- Please see the attached pictures (page) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the abuse that this merchandise has suffered in time is has been in the home, over three months While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shapeThe reasons for this merchandise’s current state are not related to factory defects or a fault of our business We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control We also further apologize if the technician gave this customer any indication of any recourse that might be offered Our technicians while in a customer’s home often feel that they are not able to give the customer negative reports They are there to report to Bob’s not the customer 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 usI can see that this situation would be frustrating and stressful to any customer I can absolutely say without hesitation this is not the typical purchase and delivery experience On average we have anywhere from four to eight thousand deliveries each day Less then two percent have reported issues That is an amazing statistic unless you are one of the two percent, then it really doesn’t matter how many have been successfully completed We understand that I can see that this customer has made other purchases that appear to have been successfully completed There was an error on the refund paperwork I see there was a refund of $due the customer from a previous purchase The store, in error included this in the refund they created for this canceled sale The $was charged on a different credit card, our system does not allow us to refund a card that was not the original method of payment I am so sorry that no one reached out to you to correct this and process the refund in a timely manner That was unacceptable, and will be addressed internally There is still a refund on the $on the account, if the customer can call into customer care or any store with Visa card ending in # [redacted] we will be able to get that back to you as well I am sorry that these issues have occurred causing this customer to feel that Bob’s does not care or respect our customer’s That is truly not the feeling of my coworkers Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have contacted [redacted] today (9.16.2014) at the telephone number he has provided within this complaint and left him a voicemail containing my direct contact information (telephone number and email address)I am very sorry for the frustrations [redacted] has endured based off of our continued failures and seek the opportunity to work with him directly so I may ensure that he receives the proper amount of care and empathy he should have initially been presented with I eagerly await [redacted] contact as I genuinely wish to help him resolve his concerns and earn his trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize to our customer that they remain disappointed personally in this selection of product our records indicate that we have taken the appropriate actions to aide our customer On we sent a factory trained technician to this customer’s home who verified there were no manufacturing defects with this product As per our listed (and agreed to by the customer at the time of sale) policies we will offer recourse under the associated warranty should a defect be present We worked above and beyond those listed policies, prior to this claim being filed, offering to take a direct hit as a business just to appease our customer’s allegation that their piece was experiencing a concern beyond that of their preference Our records indicate that as of this consumer fully accepted the store credit offer we provided and we are scheduled to remove this item due to customer preference concerns on We thank the Revdex.com for their assistance in mediation however as a business we are honoring the expressed policies we conveyed to this client at the time of sale and have already made offers that cause our business an extreme loss outside of those stated policies Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: This is inaccurate Bobs offered to send a repair person for $40.00+/- If the Bob's Repwould like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $higher, then I will accept I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted] , [redacted] instead of having the long term client bring this product back and purchase another product valued at more than double the firstAs stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzledMy wife and I shop solely at Bob's We don't even shop around Our siblings all go to Bob's because of our high praise...check your system We go to Bob's for everything To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!! But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice Sincerely, [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our deepest apologies for the concerns our customer experienced with delivery While we further apologize for any confusion that may have been present at the time of sale, I have included a photo of the bed purchased for referenceThe bed is styled so a foundation is a customer choice and the bed can be used for its intended purpose in the condition it was sold/delivered We certainly take responsibility for the confusion present at the time of sale and made an effort to make the customer’s concern right by applying a $gift card to the account (which was to be used with the foundation purchase)As we have clearly failed our customer in getting this foundation to them, we do acknowledge their reasoning for canceling the pending purchase all together and feel terrible about continually letting our customer down The $store credit is still available in our systems for the customer and if the customer is willing to give us another chance and re-instate their sales order for the foundation we can offer to apply an additional $Bobs Discount Furniture Gift Card to the account and still cover the cost of the delivering the foundation at no charge to the customer We apologize again for the poor experience our customer has endured and thank them for posting thru this channel so that we have some opportunity to make it right Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
One year and one week after purchasing rooms of furniture my bed supports exploded leaving splinters everywhereThey said the set was solid mahogany but clearly is made of pineThe couch frame broke and ripped through the back panel and a cushionAnd a leather dining room chair has busted and the stuffing is coming outToday is 9/28/I have been in the phone with them for an hour or more a week since early JuneWith almost no resolutionThe bed has been fixed but is still not the solid mohgany they claim it isThey've agreed today to exchange the couch for a different model because it's on back order but won't take back the matching ottoman I bought with the setI don't know what I'm supposed to do with the ottoman that doesn't match the new setIt shouldn't take total hours on the phone to have a couch fixed when I paid insurance
Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the failure that caused her delivery date to be changedWe most certainly understand the frustration and inconvenience this caused our customer and remain just as disappointment as she is that we are unable to procure her full sales order of merchandise for delivery on the agreed upon original date As we are continually growing and prospering as a business it is completely uncommon that we would guarantee a delivery date and then not honor that promiseWe wouldn’t be as successful as we are should this be the natural order of things for our company, therefore after reading this complaint I did feel it necessary to perform my own research as to why the original date may have become unattainable My research indicated that certain integral parts of the customer’s merchandise became unavailable to our expected inventory stock count therefore the soonest date we would physically have the merchandise to bring to her changedThis inventory depletion can happen and while extremely rare we are regretfully at the mercy of the shipping system used by our overseas vendorsThe merchandise is loaded to shipping containers and transferred across the ocean on a large boat, United States Customs is always involved, and then the merchandise can be offloaded and reloaded to an wheeler (managed by the vendor’s stateside contacts) before finally arriving to one of our distribution centers We never anticipate this delay to occur and in most cases our dear customers are never affected by the shipping process we take faith inAs the retailer in this equation we have little to no control over the amount of time it takes for product to arrive to us In the customer’s specific scenario our records indicate that this customer spoke with a member of our retail location yesterday (12.29.2014) and had her original demand honored (waiving of the delivery fee as an apology from us) While these events remain beyond our control and we again apologize that the original delivery date cannot be honored we do feel offering such a high level of compensation prior to even making a delivery attempt is more than fair and adequate in resolving this concern Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damagedI feel that I should be given at least a $gift card because I make way more than that a dayat work, andExcuse of their failure to inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again Sincerely, [redacted]
Good Afternoon Revdex.com, I just personally listened to the call I provided transcripts from in my last response and at the start of that call our agent clearly asks if the person she is speaking with if she is [redacted] and the caller confirms that they are [redacted] Again this call took place on at 1:32pm and it was confirmed (as depicted previously) there would be a new delivery fee charged on the [redacted] setAlso stated by “ [redacted] ” within this call is an admission that we gave her the choice to refuse the original set or accept it and she indicates that she made the choice to accept the original set into her possession The act of providing our internal records at the request of a customer utilizing a mediator service is completed at our discretion and as I have personally listened to this recording I do not find a full transcript to be of necessary need Based on a full review of facts within this case and the multiple reasons I have clearly outlined in my initial response we feel it is fair and adequate that the customer be charged a second delivery fee for a second delivery attemptWe have accommodated this customer with a full store credit on her merchandise to the best our ability and we apologize again if the customer remains unsatisfied Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the disappointments they have experienced from usI certainly don’t blame our customer for being upset with us and assure our customer that we stand behind the value of our merchandise and never intended to let them downIn reviewing the customer’s account I find no open or pending concerns as our records indicate we have processed a return of all associated funds to the customer’s financing accountBobs Discount Furniture does not directly report to any credit bureau for any customer and regretfully we have no governing power over the actions of [redacted] *** We apologize to our customer again for any and all mistakes that have caused them inconvenience and convey that our greatest defeat is and will remain loosing their trust in our business
Good Morning Revdex.com, size="3"> I have attached for your and the claimant’s review, a copy of the Guardian Terms and Conditions Page associated with the plan purchased in What the customer has indicated was told to her at the time of sale is fully factual and also depicted on these coverage terms and conditionsI believe the customer’s confusion is related to the fact that they are considering the part they need to get this recliner working as the recliner’s mechanism when it is notThe mechanism is covered under this plan however the remote (replacement part the customer needs) is notA hand wand (otherwise referred to as a remote) plugs into the chair itself and is not considered part of or the chair’s mechanismOur business, our salesperson, and the Goof Proof Protection Plan have not failed the customer in this scenario The remote associated with this chair is warrantied for one year only; while we remain very sorry for this exclusion, our records fully indicate that we have made a valid effort as a business to offer this customer a courtesy discount and installation free of charge for this remoteIn speaking with the customer or the customer’s father on our Customer Care Offices fully indicates that we were able to make a courtesy offer to discount the cost of the remote by $There is no indication in our records that we ever communicated selling the part itself for $or offering to meet the customer halfway on the price f the partOur records from go on to show that the person speaking with us demanded to be connected to a supervisor who approved to increase the courtesy offer to $instead of the original $ off the cost of the partThe cost of the remote (that must be paid to the vendor to obtain this part) is normally $(+ applicable sales taxes)By offering to take $off the cost of the part the customer would owe $ to get this part orderedOur business has also already offered a courtesy installation on the part to the customer and on the customer indicated that they could plug this part in themselves without our assistance We apologize to our customer that they maintain disappointment with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure, we have provided the most courteous offers we can to satisfy their demands We are well within our rights as a business to deny recourse however we have made a valiant effort to work outside of guidelines to assist this individual Should the customer wish to pay the discounted cost for the new remote ($+ any applicable sales taxes) we will be able to place the customer’s part order with the vendor after the payment has collectedThe paperwork has been recreated for the customer and will remain open in our system until awaiting the paymentIf no contact is made to us directly by the customer to make payment on this sales order the paperwork will be voided as of I have left instructions below for the customer to follow to make paymentAs a business we stand behind this offer as the most fair and adequate offer we can make given a review of all facts associated with this scenario Payment by phone via Credit Card (if the customer is seeking to make payment by check, money order, or cash they will want to physically visit our showroom location to do so) o Anytime after 10am and before 9pm Dial ###-###-#### 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 make a payment and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Calibri" size="3"> Please pass on our sincerest apologies to this consumer for any inconvenience or distress this concern has caused them Our records indicate that this concern has already been resolved by our Customer Care Senior Management TeamCurrently the merchandise is scheduled to be removed for a monetary refund on Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI have been notified that the claim from [redacted] has not been denied, they are waiting for the customer to submit photos Pending photo review matching the damage report the customer submitted this will be approved by [redacted] for reselectionI am unsure why the customer would have felt this was denied by [redacted] but they are waiting for photos to complete the claim process 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
Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floorI can't explain anything else because there is nothing else to sayThank you
Good Morning Revdex.com, I have just finished speaking with [redacted] by phone and explained how sorry I am that she has had to wait for follow up on her property claimWe do take ownership and responsibility for this concern and I will be acting as a liaison for our customer from this point forward, ensuring that she is provided with the resolution she deserves from our failureI have provided [redacted] with my direct phone number and I have reached out to our trucking company’s senior management staff to make them aware of our customer’s concern I have also made an agreement to contact [redacted] back prior to the end of today (6.06.2014) to ensure that she is continually receiving a route for resolution in regards to this complaint Thank you for providing us with an opportunity to make it right Revdex.com, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon [redacted], I am very sorry that you have been met with such disappointment while trying to get your product concerns resolvedI assure you that our Goof Proof Protections plans are not scams; in fact our records reflect that as of you have an open exchange honored by the [redacted] company for your table that can be scheduled for delivery at your earliest convenience Bobs Discount Furniture thanks you very much for being so accepting of our services over the years on your sofa and I see no reason as to why your request for a replacement sofa should not be honoredI apologize that you had to escalate your concerns so highly in order to get them properly recognized and I promise you that Bobs Discount Furniture truly cares about our customers in a way no other retailer ever could Please contact our Customer Care Department at ###-###-#### to schedule both the [redacted] exchange of your table and the Bobs exchange of your sofaAs long as both items remain available in our current stock we can most likely exchange both for you on the same date so we have less impact on your life while we work to resolve your concerns Thank you for choosing Bobs [redacted] and I apologize again for how poorly we initially answered your need for further assistance [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please see the attached pictures (pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the abuse that this merchandise has suffered from animal claws The merchandise is also very far outside of the direct Bobs Discount Furniture Warranty period we expressed on the sales invoice at the time of purchaseThe customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable referring the customer to this option as the claim will be denied for coverage due to the extent that the animal was allowed to destroy this product to Even though the merchandise is over two years old and we have never received a claim of concern until now, we did send out a technician at our own cost to try and rectify the concern our customer reportedOur technician deemed that there was no defect to the frame of the item and in locating the damages done by the pet we are regretfully unable to become involved further for liability concerns While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated use the item has received in its environment I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in the shape it is in and our factory trained professional has reported there are no manufacturing concerns albeit the merchandise is outside of its warranty through Bobs Discount Furniture We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, We apologize for any disappointment the customer has experienced with the bunk bed purchased from us Our records reflect that as a business we addressed our customer’s concern fully on and the customer has selected to use their credit in a purchase for new living room furniture We look forward to pleasing our customer with the new merchandise they have selected via the credit and resolution we are providing Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- Please see the attached pictures (page) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the abuse that this merchandise has suffered in time is has been in the home, over three months While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shapeThe reasons for this merchandise’s current state are not related to factory defects or a fault of our business We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control We also further apologize if the technician gave this customer any indication of any recourse that might be offered Our technicians while in a customer’s home often feel that they are not able to give the customer negative reports They are there to report to Bob’s not the customer 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 usI can see that this situation would be frustrating and stressful to any customer I can absolutely say without hesitation this is not the typical purchase and delivery experience On average we have anywhere from four to eight thousand deliveries each day Less then two percent have reported issues That is an amazing statistic unless you are one of the two percent, then it really doesn’t matter how many have been successfully completed We understand that I can see that this customer has made other purchases that appear to have been successfully completed There was an error on the refund paperwork I see there was a refund of $due the customer from a previous purchase The store, in error included this in the refund they created for this canceled sale The $was charged on a different credit card, our system does not allow us to refund a card that was not the original method of payment I am so sorry that no one reached out to you to correct this and process the refund in a timely manner That was unacceptable, and will be addressed internally There is still a refund on the $on the account, if the customer can call into customer care or any store with Visa card ending in # [redacted] we will be able to get that back to you as well I am sorry that these issues have occurred causing this customer to feel that Bob’s does not care or respect our customer’s That is truly not the feeling of my coworkers Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have contacted [redacted] today (9.16.2014) at the telephone number he has provided within this complaint and left him a voicemail containing my direct contact information (telephone number and email address)I am very sorry for the frustrations [redacted] has endured based off of our continued failures and seek the opportunity to work with him directly so I may ensure that he receives the proper amount of care and empathy he should have initially been presented with I eagerly await [redacted] contact as I genuinely wish to help him resolve his concerns and earn his trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize to our customer that they remain disappointed personally in this selection of product our records indicate that we have taken the appropriate actions to aide our customer On we sent a factory trained technician to this customer’s home who verified there were no manufacturing defects with this product As per our listed (and agreed to by the customer at the time of sale) policies we will offer recourse under the associated warranty should a defect be present We worked above and beyond those listed policies, prior to this claim being filed, offering to take a direct hit as a business just to appease our customer’s allegation that their piece was experiencing a concern beyond that of their preference Our records indicate that as of this consumer fully accepted the store credit offer we provided and we are scheduled to remove this item due to customer preference concerns on We thank the Revdex.com for their assistance in mediation however as a business we are honoring the expressed policies we conveyed to this client at the time of sale and have already made offers that cause our business an extreme loss outside of those stated policies Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: This is inaccurate Bobs offered to send a repair person for $40.00+/- If the Bob's Repwould like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $higher, then I will accept I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted] , [redacted] instead of having the long term client bring this product back and purchase another product valued at more than double the firstAs stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzledMy wife and I shop solely at Bob's We don't even shop around Our siblings all go to Bob's because of our high praise...check your system We go to Bob's for everything To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!! But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice Sincerely, [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our deepest apologies for the concerns our customer experienced with delivery While we further apologize for any confusion that may have been present at the time of sale, I have included a photo of the bed purchased for referenceThe bed is styled so a foundation is a customer choice and the bed can be used for its intended purpose in the condition it was sold/delivered We certainly take responsibility for the confusion present at the time of sale and made an effort to make the customer’s concern right by applying a $gift card to the account (which was to be used with the foundation purchase)As we have clearly failed our customer in getting this foundation to them, we do acknowledge their reasoning for canceling the pending purchase all together and feel terrible about continually letting our customer down The $store credit is still available in our systems for the customer and if the customer is willing to give us another chance and re-instate their sales order for the foundation we can offer to apply an additional $Bobs Discount Furniture Gift Card to the account and still cover the cost of the delivering the foundation at no charge to the customer We apologize again for the poor experience our customer has endured and thank them for posting thru this channel so that we have some opportunity to make it right Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
One year and one week after purchasing rooms of furniture my bed supports exploded leaving splinters everywhereThey said the set was solid mahogany but clearly is made of pineThe couch frame broke and ripped through the back panel and a cushionAnd a leather dining room chair has busted and the stuffing is coming outToday is 9/28/I have been in the phone with them for an hour or more a week since early JuneWith almost no resolutionThe bed has been fixed but is still not the solid mohgany they claim it isThey've agreed today to exchange the couch for a different model because it's on back order but won't take back the matching ottoman I bought with the setI don't know what I'm supposed to do with the ottoman that doesn't match the new setIt shouldn't take total hours on the phone to have a couch fixed when I paid insurance
Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the failure that caused her delivery date to be changedWe most certainly understand the frustration and inconvenience this caused our customer and remain just as disappointment as she is that we are unable to procure her full sales order of merchandise for delivery on the agreed upon original date As we are continually growing and prospering as a business it is completely uncommon that we would guarantee a delivery date and then not honor that promiseWe wouldn’t be as successful as we are should this be the natural order of things for our company, therefore after reading this complaint I did feel it necessary to perform my own research as to why the original date may have become unattainable My research indicated that certain integral parts of the customer’s merchandise became unavailable to our expected inventory stock count therefore the soonest date we would physically have the merchandise to bring to her changedThis inventory depletion can happen and while extremely rare we are regretfully at the mercy of the shipping system used by our overseas vendorsThe merchandise is loaded to shipping containers and transferred across the ocean on a large boat, United States Customs is always involved, and then the merchandise can be offloaded and reloaded to an wheeler (managed by the vendor’s stateside contacts) before finally arriving to one of our distribution centers We never anticipate this delay to occur and in most cases our dear customers are never affected by the shipping process we take faith inAs the retailer in this equation we have little to no control over the amount of time it takes for product to arrive to us In the customer’s specific scenario our records indicate that this customer spoke with a member of our retail location yesterday (12.29.2014) and had her original demand honored (waiving of the delivery fee as an apology from us) While these events remain beyond our control and we again apologize that the original delivery date cannot be honored we do feel offering such a high level of compensation prior to even making a delivery attempt is more than fair and adequate in resolving this concern Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damagedI feel that I should be given at least a $gift card because I make way more than that a dayat work, andExcuse of their failure to inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again Sincerely, [redacted]
Good Afternoon Revdex.com, I just personally listened to the call I provided transcripts from in my last response and at the start of that call our agent clearly asks if the person she is speaking with if she is [redacted] and the caller confirms that they are [redacted] Again this call took place on at 1:32pm and it was confirmed (as depicted previously) there would be a new delivery fee charged on the [redacted] setAlso stated by “ [redacted] ” within this call is an admission that we gave her the choice to refuse the original set or accept it and she indicates that she made the choice to accept the original set into her possession The act of providing our internal records at the request of a customer utilizing a mediator service is completed at our discretion and as I have personally listened to this recording I do not find a full transcript to be of necessary need Based on a full review of facts within this case and the multiple reasons I have clearly outlined in my initial response we feel it is fair and adequate that the customer be charged a second delivery fee for a second delivery attemptWe have accommodated this customer with a full store credit on her merchandise to the best our ability and we apologize again if the customer remains unsatisfied Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the disappointments they have experienced from usI certainly don’t blame our customer for being upset with us and assure our customer that we stand behind the value of our merchandise and never intended to let them downIn reviewing the customer’s account I find no open or pending concerns as our records indicate we have processed a return of all associated funds to the customer’s financing accountBobs Discount Furniture does not directly report to any credit bureau for any customer and regretfully we have no governing power over the actions of [redacted] *** We apologize to our customer again for any and all mistakes that have caused them inconvenience and convey that our greatest defeat is and will remain loosing their trust in our business
Good Morning Revdex.com, size="3"> I have attached for your and the claimant’s review, a copy of the Guardian Terms and Conditions Page associated with the plan purchased in What the customer has indicated was told to her at the time of sale is fully factual and also depicted on these coverage terms and conditionsI believe the customer’s confusion is related to the fact that they are considering the part they need to get this recliner working as the recliner’s mechanism when it is notThe mechanism is covered under this plan however the remote (replacement part the customer needs) is notA hand wand (otherwise referred to as a remote) plugs into the chair itself and is not considered part of or the chair’s mechanismOur business, our salesperson, and the Goof Proof Protection Plan have not failed the customer in this scenario The remote associated with this chair is warrantied for one year only; while we remain very sorry for this exclusion, our records fully indicate that we have made a valid effort as a business to offer this customer a courtesy discount and installation free of charge for this remoteIn speaking with the customer or the customer’s father on our Customer Care Offices fully indicates that we were able to make a courtesy offer to discount the cost of the remote by $There is no indication in our records that we ever communicated selling the part itself for $or offering to meet the customer halfway on the price f the partOur records from go on to show that the person speaking with us demanded to be connected to a supervisor who approved to increase the courtesy offer to $instead of the original $ off the cost of the partThe cost of the remote (that must be paid to the vendor to obtain this part) is normally $(+ applicable sales taxes)By offering to take $off the cost of the part the customer would owe $ to get this part orderedOur business has also already offered a courtesy installation on the part to the customer and on the customer indicated that they could plug this part in themselves without our assistance We apologize to our customer that they maintain disappointment with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure, we have provided the most courteous offers we can to satisfy their demands We are well within our rights as a business to deny recourse however we have made a valiant effort to work outside of guidelines to assist this individual Should the customer wish to pay the discounted cost for the new remote ($+ any applicable sales taxes) we will be able to place the customer’s part order with the vendor after the payment has collectedThe paperwork has been recreated for the customer and will remain open in our system until awaiting the paymentIf no contact is made to us directly by the customer to make payment on this sales order the paperwork will be voided as of I have left instructions below for the customer to follow to make paymentAs a business we stand behind this offer as the most fair and adequate offer we can make given a review of all facts associated with this scenario Payment by phone via Credit Card (if the customer is seeking to make payment by check, money order, or cash they will want to physically visit our showroom location to do so) o Anytime after 10am and before 9pm Dial ###-###-#### 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 make a payment and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Calibri" size="3"> Please pass on our sincerest apologies to this consumer for any inconvenience or distress this concern has caused them Our records indicate that this concern has already been resolved by our Customer Care Senior Management TeamCurrently the merchandise is scheduled to be removed for a monetary refund on Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI have been notified that the claim from [redacted] has not been denied, they are waiting for the customer to submit photos Pending photo review matching the damage report the customer submitted this will be approved by [redacted] for reselectionI am unsure why the customer would have felt this was denied by [redacted] but they are waiting for photos to complete the claim process 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
The Goof Proof has not contacted me at all about my claimI will like a refund on my furniture, thank you