Good Morning [redacted] , I cannot apologize to you enough for all the failures that have incurred during your purchases with Bobs Discount FurnitureIt is totally unacceptable that you feel you were not met with empathy and kindness while speaking with our Customer Care Department and I assure you we are not taking your disappointment lightly Bobs Discount Furniture honorably wishes to make our failures right by our valued customers because we understand how important gaining and maintaining our customer’s trust is to our business Our records reflect that as of we have spoken with you and processed a refund of $(your delivery fee charged) and are mailing a $Bobs Discount Furniture Gift Card to your residence as forms of compensation for all the aggravations we have caused youI am so sorry again [redacted] for the amount of inconvenience you have had to deal with and I pledge to you that the compensation you have been provided is above and beyond the processes we adhere toWe have provided you with these amounts because we understand that your frustrations are our faults and your concerns deserved to be handled at the highest level possibleThank you for providing us this much needed feedback as we have already begun to address the training concerns we have at the various levels of our company that you have made us aware of Please feel free to respond to me through this channel if you have further questions or concerns I can be of assistance with Thank you for your time and extreme patience [redacted] , [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesThe original sales invoice provided to the customer and routinely signed as agreed to by the purchaser does disclose that Bobs Discount Furniture is responsible for any defect within a one year period of delivery onlyAny additional protection the customer opted to purchase is through a third party company which we take every opportunity to educate the consumer on We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areasWe again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageOur records indicate that as advertised this particular set is not built from its vendor using bonded leatherAs stated in the terms and conditions [redacted] ’s rule is that peeling on leather is not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be coveredRegretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] companyTo move forward please advise the customer that we require a minimum of four (3) pictures (in color) for each item that is “Peeling”I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance -Minimum Photos of the Loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat- Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Times New Roman" size=3> The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/is not a toxic product and we do not sell harmful products All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds The gas which they create in the reaction is what causes the cellular structure of the foam to form and riseThis gas is primarily carbon dioxide and of course, trace scents from the compoundsAfter reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount FurnitureThese laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concernsThus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers homeThis initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the time period related to the non toxic odor dispel We last followed up with this customer on and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individualIF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry that [redacted] is experiencing any concerns with his products purchased from Bobs Discount Furniture*** merchandise is very far outside of its Bobs warranty period and is not experiencing any concerns from a factory defectWhile we do understand our cus***er’s unhappiness we must also consider that this merchandise has been in our cus***er’s possession for over three years and with three years of use the type of concerns [redacted] is reporting can occurIt is absolutely that after three years of using any product the seat of that product will loose resiliencyWe apologize again that [redacted] is so disappointed with his product and assure him that a seat, a back, and even an arm loosing resiliency over an extended period of time is common knowledge and referred to as wear and tear through out the furniture industry Our records reflect that [redacted] received this merchandise on and we were not made aware of any seat resiliency concerns until Furthermore a piece of ***’s merchandise has been subjected to cus***er cause damageIn May of we scheduled a technician visit to ***’s home and located a cus***er caused damaged on the sofa –The left side facing arm had a tear in the leatherWe referred [redacted] to his Goof Proof Protection Plan ( [redacted] ) so he could report how this tear occurred and get service through the protection plan he purchasedWe could not take responsibility for this tear because the merchandise was already outside of its Bobs Guarantee period and had not been delivered to [redacted] years earlier with any tears As a business we must balance our customer’s wants with the needs of our business and regretfully the fact remains that [redacted] is not covered for the concerns he has through any warranty associated with Bobs Discount Furniture***’s account and concern has been reviewed by several members of our Customer Care staff including a member of our management team and I do feel that our customer has received the best care we can provide given the circumstances of his claimOur customer is currently seeking a credit on merchandise that has no defect, is outside of warranty, and has previously reported customer cause damages As an extreme courtesy we can offer to provide our customer with a store credit for 50% of what he originally paid for the Sofa, loveseat, chair, and ottomanBobs Discount Furniture cannot take on the responsibility of removing the current merchandise in ***’s homeWe are working at full capacity, above and beyond the responsibility any business has in this case to offer our customer resolutionWe do hope that [redacted] can appreciate and understand our position in this scenario and we apologize again for any frustrations we may have caused him in our quest to honestly answer his concerns Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana to rectify the situation and reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because The offer Bobs Discount Furniture claim to offer does not existWhen I called on the 1/4, 1/25, 2/and 3/29, their customer service, Aileen and Brisn the representative told me their was nothing they can do for me I want them to look at the table, If they are willing to contact me via email to arrange for someone to look at the tableThat would be awesomeThanks Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The amount of money that I spent in your store was $for the table and chairs which was a package I used my store credit of $and paid $on three credit cards I truly would be content with the same table which I understand is not possible because it was discontinued, and would gladly select a table that matches the six chairs I would have to keep due to not being refunded on them The chairs are in great condition and some even still have the plastic on them that it was delivered with Unfortunately there is not one table that matches the finish of the Montreal set which was medium oak I not only attempted to check out the tables, but I spoke to two separate reps from Bobs including a salesperson from the store I purchased my furniture from There is absolutely nothing at all that matches Not even close I truly just wanted the same table or something similar and that is not available How am I supposed to have a dining room set in which the colors are completely different? Would you do that in your home? This is my first home and I worked extremely hard to pay for everything I have and I do not think its right that I would have to have a mismatched setI also feel that I should not have to add money in order to repurchase everything Aside from the headaches and being pushed back and forth from Bobs and [redacted] , the lack or information given to customers with the warranty and what it entails is extremely lacking and reps are unorganizedAccording to Bobs it is not a manufacturing issue and according to [redacted] , it is not a single occurrence Ok many of the tiny spots were not, but the large one was a single occurrence but it will not be covered I have spent well over hours collectively trying to solve this issue for well over a month and a half now Not only is it frustrating and annoying to waste my time, but it is also confusing due to the back and forth and also the dates recorded were wrong on several occasions when they said I purchased it and when I received it and when it was inspected I would love to speak to you directly to solve this problem because as the two reps I spoke to earlier, they cannot do anything for me and only you can and you were not available and when I called on Monday, I was on hold literally for over minutes and unfortunately had to hang up before anyone spoke to me If possible do you have an extension or email address? My husband will be home all day after am tomorrow And could be reached at the home phone number ###-###-#### I have been extremely cordial and just want to solve this problem Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I had reached out to them, times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at itSo why would I keep a foundation around or days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thingI wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around Sincerely, [redacted]
Good Morning Revdex.com- size="3"> We are very sorry that this sofa did not live up to the customer’s expectations Normally we do agree with our technician reports, but in this case I can see the piece is extremely well cared for, there is reason to believe it may be a defect 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) If this customer would like to accept an exchange on the sofa, reply to the Revdex.com mediation service and we will create the paperwork and the customer can call and schedule the exchange Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , Roman" size="3"> My name is Stephanie G [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonThe Revdex.com is a valuable media channel for both customers and businesses alikeI am so sorry that we put you in a position where you felt necessary to escalate your concern thru this mediation channel, as is this channel remains transparent to the public for viewing of concern and business response – please consider this your initial contact from Bobs Discount Furniture Corporate OfficesShould you prefer a direct communication after your concern has been closed as resolved you are welcome to email me directly at [redacted] I further apologize that your order was at all manipulated beyond a point you cite to have not agreed toI find it disturbing that your concern was initially met with any lack of care and I am so thankful that you gave us a chance to deliver you the new bedding set you initially selected Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we 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 one of the largest furniture retailers in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the you wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and respectfully mention that we have several cash and carry items that can be taken from our showrooms or pit locations as our free gift of apology with use of a gift card I have outlined two compensation offers below for your review: please respond with which one will suit you best in moving forward Option #1: We will refund ½ of the delivery fee paid to the financing account used and provide the other ½ in the form of a Bobs Discount Furniture Gift Card Or Option #2: We will provide a Bobs Discount Furniture Gift Card for the amount of the delivery fee paid ($129.99) Please note: In the event of acceptance the Bobs Gift Card will be processed and mailed to the account holder at: [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We have contacted this customer today (10.07.2014) and advised that we will offer an even exchange on this itemWe are very sorry for any frustration that this matter has caused our customer and we assure our customer that providing satisfaction to our valued consumers is our top priority Please ask the customer to contact our Customer Care Offices at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this exchange Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution forWhile we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection planWe express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesyWe would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair? Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this productWe estimate the ship time at 4-weeks to arrive to the customer once the order has been initiated Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our companyShould the customer wish to pay us to install this new part we can provide this professional service (along with a day guarantee on our workmanship) at a charge of $(+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care 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 It appears this concern has been handled poorly, the call in question will be pulled for review and training We are very sorry that this mis-communication has caused the customer more pain I see that this customer has already spoken with one of my colleagues and it appears the customer will be returning the bed for a refund This is scheduled for pickup on The refund to [redacted] will be processed once the merchandise has been returned 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
I am rejecting because they are offering me something totally differentThey want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee tableAllow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.comSo yes they failed me twiceLet me thank you for your concern and quick response in this matter Have a blessed day!
My wife and I are shopping for a dining room set on a budgetWe saw something we are interested in at a Bobs store a few weeks agoI looked at purchasing it online today and was surprised to learn of a dollar delivery feeI was happy to learn that we could avoid that by picking it up at a local storeSo I called the Bob's store in Bridgeport to orderI was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways awayThe site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the listI called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery feeI asked for an adjustment in the delivery fee because the site is misleadingThe customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchasesI guess they don't need me as a customer :)
Good Afternoon ***, 16px;"> I am very sorry to hear you have located pests in your productBob’s takes all precautionary and preventive measures available to us to avoid contamination, this includes a regular spraying of our trucks as a precautionWe do not sell products infected by pests The sofa that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you or your family, 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 If you reside in a multi dwelling complex, especially one that you are renting, you should contact the property owner and demand that your home be treated by a professionalApartment buildings are highly susceptible because bed bugs can travel room to room in the pipes and wire holesEven if your apartment was extremely clean and empty prior to you moving in, don’t assume that it was bed bug freeUnfortunately, bed bugs have become widespread throughout the [redacted] 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 are experiencing this problem, but we are unable to respond to issues when the cause is beyond our control Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care 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 lack of care that this merchandise has sufferedWhile 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 This customer did submit a claim with [redacted] as well They reported to [redacted] that the damages occurred about months previously and that she had no idea how or why This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear indication of the accident that occurred causing the damage Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We are very sorry for the error in having only one foundation sent out instead of the necessary pair That has been corrected and the delivery has been completed Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We have offered a refund on the delivery fee and that offer has been accepted as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and no further action is required from the customer at this time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while trying to get this concern resolvedI have reviewed the pictures taken by our technician and the report that was made to GuardianGuardian does not offer coverage against any damages that are present on the seams of upholstered productsAs [redacted] sofa is currently over a year beyond its period of warranty coverage through Bobs Discount Furniture we are unable to offer a replacement at no costWe can offer to perform a ‘Best Effort’ service to resolve this concern We can schedule one of our service technicians to his residence to repair these seams to better than showroom quality standardsIn researching this claim I have also spoken with my Service Technician Manager who assured me that the technician assigned to this original service call ran out of time to try and complete this work otherwise we would have made this same offer while in the home early last monthWe did perform a great deal of service to many other items inside [redacted] home on and [redacted] was the first stop on our technician’s run; regretfully we were unable to initiate the offer for ‘Best Effort’ service on due to time constraints An offer of ‘Best Effort’ service indicates that we will do our very best to service the damage to an unnoticeable state, however if our customer is still unhappy with the product after our repair has been completed we will have no further recourse to offer relating to this concernI have immense faith in all our technician’s abilities and as this item is out of warranty and this type of damage is not covered by the Guardian company this is a very valuable offer for resolution at no cost to our customer I have created a service order within our system for this concern and should our customer wish to accept this option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat 630am-8:00pm) and provide this service order number: [redacted] I apologize again that our representatives have been responding so poorly to [redacted] ’s concern and I hope very much he contacts us to schedule a service so we can earn his faith back in our business Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with [redacted] today (10.2.2014) and processed a monetary refund to her original method of paymentI feel that given all the failures [redacted] has endured during her experience with us it is more than fair that we work to appease her request of monetary refund We are truly sorry for the stress and inconvenience we caused our customer and hope that she may provide us with another chance to earn her trust back in the future Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I cannot apologize to you enough for all the failures that have incurred during your purchases with Bobs Discount FurnitureIt is totally unacceptable that you feel you were not met with empathy and kindness while speaking with our Customer Care Department and I assure you we are not taking your disappointment lightly Bobs Discount Furniture honorably wishes to make our failures right by our valued customers because we understand how important gaining and maintaining our customer’s trust is to our business Our records reflect that as of we have spoken with you and processed a refund of $(your delivery fee charged) and are mailing a $Bobs Discount Furniture Gift Card to your residence as forms of compensation for all the aggravations we have caused youI am so sorry again [redacted] for the amount of inconvenience you have had to deal with and I pledge to you that the compensation you have been provided is above and beyond the processes we adhere toWe have provided you with these amounts because we understand that your frustrations are our faults and your concerns deserved to be handled at the highest level possibleThank you for providing us this much needed feedback as we have already begun to address the training concerns we have at the various levels of our company that you have made us aware of Please feel free to respond to me through this channel if you have further questions or concerns I can be of assistance with Thank you for your time and extreme patience [redacted] , [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesThe original sales invoice provided to the customer and routinely signed as agreed to by the purchaser does disclose that Bobs Discount Furniture is responsible for any defect within a one year period of delivery onlyAny additional protection the customer opted to purchase is through a third party company which we take every opportunity to educate the consumer on We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areasWe again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageOur records indicate that as advertised this particular set is not built from its vendor using bonded leatherAs stated in the terms and conditions [redacted] ’s rule is that peeling on leather is not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be coveredRegretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] companyTo move forward please advise the customer that we require a minimum of four (3) pictures (in color) for each item that is “Peeling”I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance -Minimum Photos of the Loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat- Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Times New Roman" size=3> The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/is not a toxic product and we do not sell harmful products All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds The gas which they create in the reaction is what causes the cellular structure of the foam to form and riseThis gas is primarily carbon dioxide and of course, trace scents from the compoundsAfter reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount FurnitureThese laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concernsThus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers homeThis initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the time period related to the non toxic odor dispel We last followed up with this customer on and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individualIF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry that [redacted] is experiencing any concerns with his products purchased from Bobs Discount Furniture*** merchandise is very far outside of its Bobs warranty period and is not experiencing any concerns from a factory defectWhile we do understand our cus***er’s unhappiness we must also consider that this merchandise has been in our cus***er’s possession for over three years and with three years of use the type of concerns [redacted] is reporting can occurIt is absolutely that after three years of using any product the seat of that product will loose resiliencyWe apologize again that [redacted] is so disappointed with his product and assure him that a seat, a back, and even an arm loosing resiliency over an extended period of time is common knowledge and referred to as wear and tear through out the furniture industry Our records reflect that [redacted] received this merchandise on and we were not made aware of any seat resiliency concerns until Furthermore a piece of ***’s merchandise has been subjected to cus***er cause damageIn May of we scheduled a technician visit to ***’s home and located a cus***er caused damaged on the sofa –The left side facing arm had a tear in the leatherWe referred [redacted] to his Goof Proof Protection Plan ( [redacted] ) so he could report how this tear occurred and get service through the protection plan he purchasedWe could not take responsibility for this tear because the merchandise was already outside of its Bobs Guarantee period and had not been delivered to [redacted] years earlier with any tears As a business we must balance our customer’s wants with the needs of our business and regretfully the fact remains that [redacted] is not covered for the concerns he has through any warranty associated with Bobs Discount Furniture***’s account and concern has been reviewed by several members of our Customer Care staff including a member of our management team and I do feel that our customer has received the best care we can provide given the circumstances of his claimOur customer is currently seeking a credit on merchandise that has no defect, is outside of warranty, and has previously reported customer cause damages As an extreme courtesy we can offer to provide our customer with a store credit for 50% of what he originally paid for the Sofa, loveseat, chair, and ottomanBobs Discount Furniture cannot take on the responsibility of removing the current merchandise in ***’s homeWe are working at full capacity, above and beyond the responsibility any business has in this case to offer our customer resolutionWe do hope that [redacted] can appreciate and understand our position in this scenario and we apologize again for any frustrations we may have caused him in our quest to honestly answer his concerns Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana to rectify the situation and reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because The offer Bobs Discount Furniture claim to offer does not existWhen I called on the 1/4, 1/25, 2/and 3/29, their customer service, Aileen and Brisn the representative told me their was nothing they can do for me I want them to look at the table, If they are willing to contact me via email to arrange for someone to look at the tableThat would be awesomeThanks Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The amount of money that I spent in your store was $for the table and chairs which was a package I used my store credit of $and paid $on three credit cards I truly would be content with the same table which I understand is not possible because it was discontinued, and would gladly select a table that matches the six chairs I would have to keep due to not being refunded on them The chairs are in great condition and some even still have the plastic on them that it was delivered with Unfortunately there is not one table that matches the finish of the Montreal set which was medium oak I not only attempted to check out the tables, but I spoke to two separate reps from Bobs including a salesperson from the store I purchased my furniture from There is absolutely nothing at all that matches Not even close I truly just wanted the same table or something similar and that is not available How am I supposed to have a dining room set in which the colors are completely different? Would you do that in your home? This is my first home and I worked extremely hard to pay for everything I have and I do not think its right that I would have to have a mismatched setI also feel that I should not have to add money in order to repurchase everything Aside from the headaches and being pushed back and forth from Bobs and [redacted] , the lack or information given to customers with the warranty and what it entails is extremely lacking and reps are unorganizedAccording to Bobs it is not a manufacturing issue and according to [redacted] , it is not a single occurrence Ok many of the tiny spots were not, but the large one was a single occurrence but it will not be covered I have spent well over hours collectively trying to solve this issue for well over a month and a half now Not only is it frustrating and annoying to waste my time, but it is also confusing due to the back and forth and also the dates recorded were wrong on several occasions when they said I purchased it and when I received it and when it was inspected I would love to speak to you directly to solve this problem because as the two reps I spoke to earlier, they cannot do anything for me and only you can and you were not available and when I called on Monday, I was on hold literally for over minutes and unfortunately had to hang up before anyone spoke to me If possible do you have an extension or email address? My husband will be home all day after am tomorrow And could be reached at the home phone number ###-###-#### I have been extremely cordial and just want to solve this problem Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I had reached out to them, times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at itSo why would I keep a foundation around or days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thingI wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around Sincerely, [redacted]
Good Morning Revdex.com- size="3"> We are very sorry that this sofa did not live up to the customer’s expectations Normally we do agree with our technician reports, but in this case I can see the piece is extremely well cared for, there is reason to believe it may be a defect 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) If this customer would like to accept an exchange on the sofa, reply to the Revdex.com mediation service and we will create the paperwork and the customer can call and schedule the exchange Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , Roman" size="3"> My name is Stephanie G [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonThe Revdex.com is a valuable media channel for both customers and businesses alikeI am so sorry that we put you in a position where you felt necessary to escalate your concern thru this mediation channel, as is this channel remains transparent to the public for viewing of concern and business response – please consider this your initial contact from Bobs Discount Furniture Corporate OfficesShould you prefer a direct communication after your concern has been closed as resolved you are welcome to email me directly at [redacted] I further apologize that your order was at all manipulated beyond a point you cite to have not agreed toI find it disturbing that your concern was initially met with any lack of care and I am so thankful that you gave us a chance to deliver you the new bedding set you initially selected Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we 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 one of the largest furniture retailers in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the you wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and respectfully mention that we have several cash and carry items that can be taken from our showrooms or pit locations as our free gift of apology with use of a gift card I have outlined two compensation offers below for your review: please respond with which one will suit you best in moving forward Option #1: We will refund ½ of the delivery fee paid to the financing account used and provide the other ½ in the form of a Bobs Discount Furniture Gift Card Or Option #2: We will provide a Bobs Discount Furniture Gift Card for the amount of the delivery fee paid ($129.99) Please note: In the event of acceptance the Bobs Gift Card will be processed and mailed to the account holder at: [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We have contacted this customer today (10.07.2014) and advised that we will offer an even exchange on this itemWe are very sorry for any frustration that this matter has caused our customer and we assure our customer that providing satisfaction to our valued consumers is our top priority Please ask the customer to contact our Customer Care Offices at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this exchange Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution forWhile we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection planWe express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesyWe would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair? Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this productWe estimate the ship time at 4-weeks to arrive to the customer once the order has been initiated Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our companyShould the customer wish to pay us to install this new part we can provide this professional service (along with a day guarantee on our workmanship) at a charge of $(+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care 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 It appears this concern has been handled poorly, the call in question will be pulled for review and training We are very sorry that this mis-communication has caused the customer more pain I see that this customer has already spoken with one of my colleagues and it appears the customer will be returning the bed for a refund This is scheduled for pickup on The refund to [redacted] will be processed once the merchandise has been returned 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
I am rejecting because they are offering me something totally differentThey want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee tableAllow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.comSo yes they failed me twiceLet me thank you for your concern and quick response in this matter Have a blessed day!
My wife and I are shopping for a dining room set on a budgetWe saw something we are interested in at a Bobs store a few weeks agoI looked at purchasing it online today and was surprised to learn of a dollar delivery feeI was happy to learn that we could avoid that by picking it up at a local storeSo I called the Bob's store in Bridgeport to orderI was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways awayThe site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the listI called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery feeI asked for an adjustment in the delivery fee because the site is misleadingThe customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchasesI guess they don't need me as a customer :)
Good Afternoon ***, 16px;"> I am very sorry to hear you have located pests in your productBob’s takes all precautionary and preventive measures available to us to avoid contamination, this includes a regular spraying of our trucks as a precautionWe do not sell products infected by pests The sofa that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you or your family, 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 If you reside in a multi dwelling complex, especially one that you are renting, you should contact the property owner and demand that your home be treated by a professionalApartment buildings are highly susceptible because bed bugs can travel room to room in the pipes and wire holesEven if your apartment was extremely clean and empty prior to you moving in, don’t assume that it was bed bug freeUnfortunately, bed bugs have become widespread throughout the [redacted] 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 are experiencing this problem, but we are unable to respond to issues when the cause is beyond our control Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care 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 lack of care that this merchandise has sufferedWhile 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 This customer did submit a claim with [redacted] as well They reported to [redacted] that the damages occurred about months previously and that she had no idea how or why This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear indication of the accident that occurred causing the damage Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We are very sorry for the error in having only one foundation sent out instead of the necessary pair That has been corrected and the delivery has been completed Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We have offered a refund on the delivery fee and that offer has been accepted as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and no further action is required from the customer at this time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while trying to get this concern resolvedI have reviewed the pictures taken by our technician and the report that was made to GuardianGuardian does not offer coverage against any damages that are present on the seams of upholstered productsAs [redacted] sofa is currently over a year beyond its period of warranty coverage through Bobs Discount Furniture we are unable to offer a replacement at no costWe can offer to perform a ‘Best Effort’ service to resolve this concern We can schedule one of our service technicians to his residence to repair these seams to better than showroom quality standardsIn researching this claim I have also spoken with my Service Technician Manager who assured me that the technician assigned to this original service call ran out of time to try and complete this work otherwise we would have made this same offer while in the home early last monthWe did perform a great deal of service to many other items inside [redacted] home on and [redacted] was the first stop on our technician’s run; regretfully we were unable to initiate the offer for ‘Best Effort’ service on due to time constraints An offer of ‘Best Effort’ service indicates that we will do our very best to service the damage to an unnoticeable state, however if our customer is still unhappy with the product after our repair has been completed we will have no further recourse to offer relating to this concernI have immense faith in all our technician’s abilities and as this item is out of warranty and this type of damage is not covered by the Guardian company this is a very valuable offer for resolution at no cost to our customer I have created a service order within our system for this concern and should our customer wish to accept this option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat 630am-8:00pm) and provide this service order number: [redacted] I apologize again that our representatives have been responding so poorly to [redacted] ’s concern and I hope very much he contacts us to schedule a service so we can earn his faith back in our business Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I have spoken with [redacted] today (10.2.2014) and processed a monetary refund to her original method of paymentI feel that given all the failures [redacted] has endured during her experience with us it is more than fair that we work to appease her request of monetary refund We are truly sorry for the stress and inconvenience we caused our customer and hope that she may provide us with another chance to earn her trust back in the future Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison