Good Afternoon Revdex.com, We apologize for the miscommunications that lead to the customer not receiving the BWB timeframe they were looking for We do see that routing was able to get the customer into an earlier timeframe once the error was brought to the stores attention The delivery team arrived at the home at 10:and completed the delivery As this customer has a contract with a third party ACCEPTANCE NOW that encompasses the delivery fee we are not able to honor the request for a refund We will offer this customer a $gift card as compensation for the miscommunication and the delivery team arriving minutes outside of promised timeframe Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
I knw one negative review is not going to make difference to bobs but I have to make ppl aware of dont buy insurance as they say it work it doesnt, I bought every single piece in my home from bobs, customer service is excellent from selling to delievery but when it comes to insurance and claim for [redacted] policy its just the waste of money every thing doesnt cover in there [redacted] so I am not going there for wasting my money for furniture hardly is durable
From: [redacted] Sent: Tuesday, April 29, 11:AM To: [redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] hi, I am writing to let you know that this morning when I took my mattress off the couch to air it out, I noticed that the wood behind the couch now has mold on it too Now the couch is ruined and im afraid that it is going to spread to my carpet and walls I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old I have taken picutres for evidence too Thanks
Good Afternoon Revdex.com, I spoke with [redacted] today (9.04.2014) and provided her with my sincerest apologies for the poor experience she has outlined and the disappointment she has with the product she purchased from us I also provided *** with two options for resolution and she has agreed to call me back directly after taking some time to discuss these with her husband Option #1: We will authorize an even exchange of the items (Reclining Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one time replacement under the [redacted] Plan -Or- Option #2: We will provide *** with a store credit to return to our showroom and select a different set that will offer her more satisfactionThe store credit would be made up of 80% credit on the price of the merchandise (Reclining Sofa and Recliner), 100% credit on the cost of the [redacted] Plan, and any applicable sales tax based on laws in the state of **Acceptance of this option also guarantees that we will cover the cost of delivering the newly selected merchandise Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have reached out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer to verify that the merchandise itself is in good condition other than the concerns our customer has statedUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are sincerely sorry that the exchange was not completed for this customer on the scheduled date of We see that the customer had recently moved and the exchange was created under the original delivery address This has been approved to be refunded, once the pickup is completed The customer should reach out to customer care to schedule the pickup Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, 0in 10pt;">We are sincerely sorry for the error that occurred on the original delivery date It is unacceptable that the merchandise was not on the truck for delivery Bob’s policy is to offer compensation once delivery has been successfully completed This allows us to view the account from the creating of the sales order to the customer agreeing that they are happy with the merchandise that has been delivered We do see that this customer has spoken with a member of our escalation team and the refund of the delivery fee has been processed back to the original form of payment We would not be able to offer any additional compensation at this time Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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, however, should they not follow through with their response I will follow up with you Sincerely, [redacted] ***
Roman Good Morning ***,I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kind Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies for any confusion experienced during the requested service interactions for this concernThe customer’s invoice depicts a purchase date of (not 2014) and the first appointment that was created for (two men) was created in error by the associated customer care agentThe agent set up paperwork to send out a delivery team to this customer’s residence instead of a service professionalOur records indicate that the delivery team arrived as they were told to do but realized shortly after arrival that they were set up for this stop in error as there was clearly no assembly neededUpon calling this into our offices the appropriate paperwork for a factory trained service professional was created and scheduled for Please see the attached picture in reference to the technician’s visit from We apologize again for our error in scheduling and have begun addressing this agent’s failure directly with this agent internallyWe are unable to respond to damages that are not the result of a manufacturing failureThe picture depicts a damaged area on the inside back of this item and we stand behind the integrity of our technician’s report that this is not the result of a manufacturing concern Should the customer wish to use the protection plan they purchased for accidents they can most certainly contact the [redacted] company who manages this coverage on their ownPlease be advised that [redacted] requires an accidental incident (happening within the last days) causing said damage be reported for coverage to be applicable and they can be reached at ###-###-#### Bob's Discount Furniture prides itself on standing behind the merchandise we sell in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an optionWe apologize that we are unable to respond to damages that have occurred beyond the warranty specifications and beyond the control of our business Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud He told us that it would be much quieter at homethat it was load due to the platform the bed was sitting on in the showroom This was an out and out lie because the maintenance person told us that they were all that loud We cannot use the massaging function at all due to the noise It is useless If the salesperson was honest from the beginning this would not be a problem We were told that the Bed had a guarantee and it was not specified to us that the base was not considered part of the Bed As far as we were concerned the Bed was one product with the same day guarantee not just the mattresses In our minds the base is part of the bed and we were not told otherwise They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved The return policy was not relayed to us in full detail even when he had me sign the receipt The salesperson told me to initial here in a rush to get the order complete I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured Bob's Furniture does not stand by their products and has lost this customer I would not recommend Bob's to any of my friends or family Sincerely, [redacted]
Good Afternoon Revdex.com, We have spoken with our customer via our corporate offices and provided a resolution for our customer’s concernsWe are very sorry for any inconveniences we have caused our customer, we genuinely thank [redacted] for giving us the opportunity to make it right and look forward to satisfying her in the near future when her concerns have been completely resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the troubling experience our customer has endured while anticipating the delivery of the sofasWe take full ownership and responsibility for this concern and assure our customer that it was never our intention to fail on fulfilling the order for the sofas At this time the customer’s account reflects that the order has been canceled and a refund processed on Our greatest loss is and will remain loosing our customer’s trust in our business and while we understand that there is nothing that will make the failure our customer experienced OK, we do want to offer our customer a token of our apology The sales order that was purchased from our regularly stocked merchandise (tables and rug) carried a delivery fee of $and we would be happy to provide our customer with a gift card to Bobs Discount Furniture in this amountWe understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or in store outlet locations as our free gift of apology with use of the gift card We apologize again for our failure in not being able to fully process the promised order and do hope our customer will accept our deepest apologies and compensation offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the rude behavior our customer cites to have been met with during delivery and pick up of her merchandiseWe find the reported experience unacceptable and thank our customer for escalating her concerns so that we can ensure the obvious areas for coaching we have are internally addressed As our delivery teams are expected and trained to deliver merchandise to a home and not cause any type of property damage there is a certain amount of trust that we all must maintain in their abilities to adequately judge when an item is not going to fit thru an area for deliveryWith that being stated, we of course expect that the delivery team makes a proper attempt to deliver and also educates our customer on how/why this merchandise is not going to fit into the homeOur records reflect that during the second attempt to deliver the sofa on 10.10.2015, this was again logged as a no fit into the home As of right now we have a pick up scheduled to remove the other items from this sales order for a refund on and have begun the refund process (as indicated on our sales invoice) for the undelivered item and associated fees to return to the customer in the form of a corporate check We do understand the customer’s disappointment in us and feel terrible about the lack of care she feels her concerns were met withFor this reason we have worked above our stated policy to provide the customer with the removal for refund option and we apologize again for any inconvenience she feels that we have caused her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com:Bobs response is purely mentioning all the problems they have as a business running its operationsThe complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was in I request my order to be cancelled and the amount to be refunded (1575.70)If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with BobsI have already purchased another merchandise from a different furniture store 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 Morning Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThere are several reasons as to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in; Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceBy offering this customer any type of resolution we would be taking responsibility for this concern and this concern is not directly related to Bob’s Discount Furniture; there are various articles and education available to the public regarding ‘mold on a mattress’This issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any productA retailer cannot be responsible to advise every consumer how the specific merchandise they have chosen to purchase will react within their specific home environment because the sales person is not actually going into that specific environment and inspecting it while selling a productI agree with our customer that a consumer always has a right to know, however I believe every consumer as an obligation to educate them-selves prior to purchasing a product they will use so frequently Mold is a fungus found in areas that are mostly dark and moist with very little sunlight and little to no air ventilation Fibers and foams like those found in mattresses can be common places that support mold growthIf our customer is wondering how, why there is moisture under his mattress the simple answer is that the came from his body Everyone sweats in their sleep; some folks do more than othersHaving been a salesperson for Bobs before, I have spoken to several customers who say they can sweat up to a pint or more during the course of an eveningAny type of memory foam mattress is manufactured to hold in heat and remember your body signature as the years of use pass byThrough out the course of a night the body temperature rises and the human body perspires in order to cool it back downDuring this process the body gets rid of a great deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed protector the mattress acts like a sponge and absorbs the moisture I am truly very sorry that we have no recourse to offer this customer relating to this concern and I do hope he will understand our position in this case and provide us a future chance to earn his trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘ [redacted] ’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyWe do provide a sales flyer at the time of sale indicating this information and the sales invoice denotes the fact that Bobs Discount Furniture only directly offers a one year guarantee against factory defects There are many facts to be considered from a business standpoint within this customer’s scenario: -The warranty through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture and we have already made an effort to assist by covering the cost of sending a technician to this customer’s home as a courtesyThis attempted repair service was a courtesy from Bobs and not associated with the ‘ [redacted] ’ protection plan he purchased -The merchandise has been in the home for nearly years and we did not receive any report of factory defect concern from the customer within the warranty period (or at all until now) -Our technician did not report the concerns of mechanism issues to be the result of a defect in the product’s workmanshipThe technician’s report indicates no defect present in workmanship and the concerns present being caused by the amount of use the item has sustained in its environment over the course of nearly four yearsThe technician’s report also indicates more damage to be present on the arms of the item; these are also not being determined defects in workmanship Bobs Discount Furniture truly wishes that we could resolve every customers concern and we apologize that regretfully we have no further recourse to offer relating to this customer’s concernShould the customer wish to initiate a claim under the protection plan they paid $for during their sale they should get in touch with the [redacted] company directly at ###-###-#### (press #and wait to file a new claim)As with any protection plan sold on automobiles, electronics, and home appliances there are certain exclusions put in place to keep the plan fair for all customers so we are unable to guarantee the outcome of a claim made thru the [redacted] company Kindest Regards, [redacted] [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to make our offer of resolution The customer is considering our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I emailed the Revdex.com the day after my complaint to say Bob's Discount Furniture came right back the next day with a brand new love seat and returned my delivery fee and that I wanted to retract my complaint! I never heard back and thought it was done 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, *** ***
Complaint: [redacted] I am rejecting this response because: July 27th It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo'sWhen I first called, they asked me many questions where the leather was coming apartOn top of the chair from the seamThey asked what color the chair was, responded blackThen she told me take pictures and wait for my email from Bob'sShe also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no callWhy? Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took I was told there was nothing they could doSo now, I want a tech to come an inspect the chair, and the tell me this is from wear and tear, remember this set is only months old.I don't want to here how sorry they are , just replace the chair No one seemed to care when I called ,until I wrote a complaintLet's see if Bob's follows their own policy Thank-you Sincerely, [redacted]
Good Afternoon Revdex.com, We apologize for the miscommunications that lead to the customer not receiving the BWB timeframe they were looking for We do see that routing was able to get the customer into an earlier timeframe once the error was brought to the stores attention The delivery team arrived at the home at 10:and completed the delivery As this customer has a contract with a third party ACCEPTANCE NOW that encompasses the delivery fee we are not able to honor the request for a refund We will offer this customer a $gift card as compensation for the miscommunication and the delivery team arriving minutes outside of promised timeframe Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
I knw one negative review is not going to make difference to bobs but I have to make ppl aware of dont buy insurance as they say it work it doesnt, I bought every single piece in my home from bobs, customer service is excellent from selling to delievery but when it comes to insurance and claim for [redacted] policy its just the waste of money every thing doesnt cover in there [redacted] so I am not going there for wasting my money for furniture hardly is durable
From: [redacted] Sent: Tuesday, April 29, 11:AM To: [redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] hi, I am writing to let you know that this morning when I took my mattress off the couch to air it out, I noticed that the wood behind the couch now has mold on it too Now the couch is ruined and im afraid that it is going to spread to my carpet and walls I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old I have taken picutres for evidence too Thanks
Good Afternoon Revdex.com, I spoke with [redacted] today (9.04.2014) and provided her with my sincerest apologies for the poor experience she has outlined and the disappointment she has with the product she purchased from us I also provided *** with two options for resolution and she has agreed to call me back directly after taking some time to discuss these with her husband Option #1: We will authorize an even exchange of the items (Reclining Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one time replacement under the [redacted] Plan -Or- Option #2: We will provide *** with a store credit to return to our showroom and select a different set that will offer her more satisfactionThe store credit would be made up of 80% credit on the price of the merchandise (Reclining Sofa and Recliner), 100% credit on the cost of the [redacted] Plan, and any applicable sales tax based on laws in the state of **Acceptance of this option also guarantees that we will cover the cost of delivering the newly selected merchandise Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have reached out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer to verify that the merchandise itself is in good condition other than the concerns our customer has statedUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are sincerely sorry that the exchange was not completed for this customer on the scheduled date of We see that the customer had recently moved and the exchange was created under the original delivery address This has been approved to be refunded, once the pickup is completed The customer should reach out to customer care to schedule the pickup Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, 0in 10pt;">We are sincerely sorry for the error that occurred on the original delivery date It is unacceptable that the merchandise was not on the truck for delivery Bob’s policy is to offer compensation once delivery has been successfully completed This allows us to view the account from the creating of the sales order to the customer agreeing that they are happy with the merchandise that has been delivered We do see that this customer has spoken with a member of our escalation team and the refund of the delivery fee has been processed back to the original form of payment We would not be able to offer any additional compensation at this time Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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, however, should they not follow through with their response I will follow up with you Sincerely, [redacted] ***
Roman Good Morning ***,I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kind Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies for any confusion experienced during the requested service interactions for this concernThe customer’s invoice depicts a purchase date of (not 2014) and the first appointment that was created for (two men) was created in error by the associated customer care agentThe agent set up paperwork to send out a delivery team to this customer’s residence instead of a service professionalOur records indicate that the delivery team arrived as they were told to do but realized shortly after arrival that they were set up for this stop in error as there was clearly no assembly neededUpon calling this into our offices the appropriate paperwork for a factory trained service professional was created and scheduled for Please see the attached picture in reference to the technician’s visit from We apologize again for our error in scheduling and have begun addressing this agent’s failure directly with this agent internallyWe are unable to respond to damages that are not the result of a manufacturing failureThe picture depicts a damaged area on the inside back of this item and we stand behind the integrity of our technician’s report that this is not the result of a manufacturing concern Should the customer wish to use the protection plan they purchased for accidents they can most certainly contact the [redacted] company who manages this coverage on their ownPlease be advised that [redacted] requires an accidental incident (happening within the last days) causing said damage be reported for coverage to be applicable and they can be reached at ###-###-#### Bob's Discount Furniture prides itself on standing behind the merchandise we sell in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an optionWe apologize that we are unable to respond to damages that have occurred beyond the warranty specifications and beyond the control of our business Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud He told us that it would be much quieter at homethat it was load due to the platform the bed was sitting on in the showroom This was an out and out lie because the maintenance person told us that they were all that loud We cannot use the massaging function at all due to the noise It is useless If the salesperson was honest from the beginning this would not be a problem We were told that the Bed had a guarantee and it was not specified to us that the base was not considered part of the Bed As far as we were concerned the Bed was one product with the same day guarantee not just the mattresses In our minds the base is part of the bed and we were not told otherwise They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved The return policy was not relayed to us in full detail even when he had me sign the receipt The salesperson told me to initial here in a rush to get the order complete I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured Bob's Furniture does not stand by their products and has lost this customer I would not recommend Bob's to any of my friends or family Sincerely, [redacted]
Good Afternoon Revdex.com, We have spoken with our customer via our corporate offices and provided a resolution for our customer’s concernsWe are very sorry for any inconveniences we have caused our customer, we genuinely thank [redacted] for giving us the opportunity to make it right and look forward to satisfying her in the near future when her concerns have been completely resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the troubling experience our customer has endured while anticipating the delivery of the sofasWe take full ownership and responsibility for this concern and assure our customer that it was never our intention to fail on fulfilling the order for the sofas At this time the customer’s account reflects that the order has been canceled and a refund processed on Our greatest loss is and will remain loosing our customer’s trust in our business and while we understand that there is nothing that will make the failure our customer experienced OK, we do want to offer our customer a token of our apology The sales order that was purchased from our regularly stocked merchandise (tables and rug) carried a delivery fee of $and we would be happy to provide our customer with a gift card to Bobs Discount Furniture in this amountWe understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or in store outlet locations as our free gift of apology with use of the gift card We apologize again for our failure in not being able to fully process the promised order and do hope our customer will accept our deepest apologies and compensation offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the rude behavior our customer cites to have been met with during delivery and pick up of her merchandiseWe find the reported experience unacceptable and thank our customer for escalating her concerns so that we can ensure the obvious areas for coaching we have are internally addressed As our delivery teams are expected and trained to deliver merchandise to a home and not cause any type of property damage there is a certain amount of trust that we all must maintain in their abilities to adequately judge when an item is not going to fit thru an area for deliveryWith that being stated, we of course expect that the delivery team makes a proper attempt to deliver and also educates our customer on how/why this merchandise is not going to fit into the homeOur records reflect that during the second attempt to deliver the sofa on 10.10.2015, this was again logged as a no fit into the home As of right now we have a pick up scheduled to remove the other items from this sales order for a refund on and have begun the refund process (as indicated on our sales invoice) for the undelivered item and associated fees to return to the customer in the form of a corporate check We do understand the customer’s disappointment in us and feel terrible about the lack of care she feels her concerns were met withFor this reason we have worked above our stated policy to provide the customer with the removal for refund option and we apologize again for any inconvenience she feels that we have caused her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com:Bobs response is purely mentioning all the problems they have as a business running its operationsThe complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was in I request my order to be cancelled and the amount to be refunded (1575.70)If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with BobsI have already purchased another merchandise from a different furniture store 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 Morning Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThere are several reasons as to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in; Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceBy offering this customer any type of resolution we would be taking responsibility for this concern and this concern is not directly related to Bob’s Discount Furniture; there are various articles and education available to the public regarding ‘mold on a mattress’This issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any productA retailer cannot be responsible to advise every consumer how the specific merchandise they have chosen to purchase will react within their specific home environment because the sales person is not actually going into that specific environment and inspecting it while selling a productI agree with our customer that a consumer always has a right to know, however I believe every consumer as an obligation to educate them-selves prior to purchasing a product they will use so frequently Mold is a fungus found in areas that are mostly dark and moist with very little sunlight and little to no air ventilation Fibers and foams like those found in mattresses can be common places that support mold growthIf our customer is wondering how, why there is moisture under his mattress the simple answer is that the came from his body Everyone sweats in their sleep; some folks do more than othersHaving been a salesperson for Bobs before, I have spoken to several customers who say they can sweat up to a pint or more during the course of an eveningAny type of memory foam mattress is manufactured to hold in heat and remember your body signature as the years of use pass byThrough out the course of a night the body temperature rises and the human body perspires in order to cool it back downDuring this process the body gets rid of a great deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed protector the mattress acts like a sponge and absorbs the moisture I am truly very sorry that we have no recourse to offer this customer relating to this concern and I do hope he will understand our position in this case and provide us a future chance to earn his trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘ [redacted] ’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyWe do provide a sales flyer at the time of sale indicating this information and the sales invoice denotes the fact that Bobs Discount Furniture only directly offers a one year guarantee against factory defects There are many facts to be considered from a business standpoint within this customer’s scenario: -The warranty through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture and we have already made an effort to assist by covering the cost of sending a technician to this customer’s home as a courtesyThis attempted repair service was a courtesy from Bobs and not associated with the ‘ [redacted] ’ protection plan he purchased -The merchandise has been in the home for nearly years and we did not receive any report of factory defect concern from the customer within the warranty period (or at all until now) -Our technician did not report the concerns of mechanism issues to be the result of a defect in the product’s workmanshipThe technician’s report indicates no defect present in workmanship and the concerns present being caused by the amount of use the item has sustained in its environment over the course of nearly four yearsThe technician’s report also indicates more damage to be present on the arms of the item; these are also not being determined defects in workmanship Bobs Discount Furniture truly wishes that we could resolve every customers concern and we apologize that regretfully we have no further recourse to offer relating to this customer’s concernShould the customer wish to initiate a claim under the protection plan they paid $for during their sale they should get in touch with the [redacted] company directly at ###-###-#### (press #and wait to file a new claim)As with any protection plan sold on automobiles, electronics, and home appliances there are certain exclusions put in place to keep the plan fair for all customers so we are unable to guarantee the outcome of a claim made thru the [redacted] company Kindest Regards, [redacted] [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to make our offer of resolution The customer is considering our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I emailed the Revdex.com the day after my complaint to say Bob's Discount Furniture came right back the next day with a brand new love seat and returned my delivery fee and that I wanted to retract my complaint! I never heard back and thought it was done 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, *** ***
Complaint: [redacted] I am rejecting this response because: July 27th It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo'sWhen I first called, they asked me many questions where the leather was coming apartOn top of the chair from the seamThey asked what color the chair was, responded blackThen she told me take pictures and wait for my email from Bob'sShe also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no callWhy? Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took I was told there was nothing they could doSo now, I want a tech to come an inspect the chair, and the tell me this is from wear and tear, remember this set is only months old.I don't want to here how sorry they are , just replace the chair No one seemed to care when I called ,until I wrote a complaintLet's see if Bob's follows their own policy Thank-you Sincerely, [redacted]