Good Morning Revdex.com, New Roman" size="3"> Our records show that this item was delivered on 02/17/ We have received one call for service that was dispatched on 12/12/ Our technician’s report was logged as follows: December 12- In- Out- Tech-Christian Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer threw it out), circuit board ripped it out, hole on the back center all damages are Customer Caused and the overall condition of the item is deemed to be fair Above Comments Added By C [redacted] ( Chris [redacted] ) On 12/12/at 11: Our company provided this sale (in 2011) with a one year guarantee against the occurrence of factory defectsWe have already completed a courtesy to this customer by dispatching a technician at no cost outside of our responsibility to this itemThe only remaining protection on this item is related to a plan purchased at the time of sale that is managed by the [redacted] Company, not Bobs Discount FurnitureWe stand behind the quality of our product in the event of a manufacturing defect however based on the technician’s report that confirms no defects present, several items actually missing from the furniture, holes in the material, and the length of time that has passed since delivery with no report of concern provided to us –nearly four years- we are unable to offer further recourse for this item Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">We are very sorry for the concern this customer has brought to our attention When a customer places an order on line, it is through a secure server This protects the credit card information; we as a company are only able to see the last four digits of the credit card for verification purposes For security purposes no one can access this information, but as a result we also can not process a refund without the credit cardIf this customer would like the refund back the credit card originally used they can call the store with the credit card or they can stop by the store with the card If this customer prefers I can make an exception and have the refund processed as a corporate check, this would be mailed to the customer, if the customer accepts this option, they can post the response to the Revdex.com mediation service I would then create the paperwork From that point the customer can expect the refund in 10-days Kindest Regards, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The lamp was over $dollars and not $I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mailAs soon as possiblethe amount should be around $?
Good Morning [redacted] , Roman" size="3"> My name is Tracy S [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonI can honestly state that this is one of the hardest letters I have had to write, I feel terrible and extremely embarrassed after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usIt is inexcusable for anyone to speak to you in an impatient way during any of your delivery, sales, or customer care interactionsI know it is upsetting when someone who should be serving you is disrespectful and we do hope you can accept our deepest apologiesYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us As a token of our apology we would like to offer you a refund to your [redacted] account I understand that this does not change the facts and everything you have gone through I would like to offer to refund you $ after delivery is completed We apologize again for the impact our failures have had on your valuable time and thank you for bringing the coaching concerns we have to our direct attention Kindest Regards, Tracy S [redacted] Corporate Customer Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I apologize that it has taken me a few days to respond to this claim [redacted] has reached out to Bob’s voicemail with her concern as well and we have been trying to contact her via email since last weekHere is some context from the email we sent this past Thursday (1.23.2014) I was hoping to respond to you today explaining what resolution was taken to resolve this concern; however we have yet to receive a response back from [redacted] Good Afternoon, I am reaching out to you in reference to the VM received here in our Corp Office; I was also informed of the claim filed with the Revdex.com I would first like to apologize for any and all inconveniences that have been caused by Bobs I have looked into the account and I see the issue is with the purchase of a sectional in Aug a SPC order that you have not receivedI am so very sorry that you are still waiting for the merchandise I have looked into the delay with my Merchandising Department to see what the delay is with receiving the merchandise and there is a delay from the MFGI tried to see if we would be able to fill the order any sooner but unfortunately due it being a SPC order there is no way to do it as there is no stock of the pieces in our warehouses What I can do is offer you of the options below- please let me know if you are interested · You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the [redacted] account · I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered · I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the order Please let me know if you are interested in any of the above offers, and also if you have any other questions or concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus on some items This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise The lamp that was damaged by kids riding hover boards around the room was not selected by the customer to have Goof Proof Plus, covering it for all accidental damages This is not a manufacturing defect The customer spoke to the store on the store offered to set up the refund for the refused trundle unit at that time, customer explained she did not have that credit card on her person and she would call back There is no indication that the customer has reached back out regarding this open credit Our system only allows us to see the last four digits of the card used, that was why the store advised we had to have the entire card number to process the refund The chair was replaced, per our policy I have attached the customer’s sale order, which states the return policy and service guarantee Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve these concerns 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 usAs the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our controlIt is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot availablePer our records the automated system followed up with a timeframe of 2:00-6:00pmUpon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pmThis customer was accommodated to the best of our ability and was the last stop on the truck’s run for We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customerWe apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot We currently have a delivery scheduled for the final item on to resolve the remaining delivery concernWe have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresAt this time we are looking forward to completely resolving this customer’s concern on and we apologize again that these concerns have taken up any of our customer’s valuable time Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples I removed the particle boards that were broken and replaced them with real wood The process took me no longer than an hour If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke Lastly, how is broken particle board held together with staples not a mfgdefect? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture I sent them the pictures because they said they would stand behind their furnitureI did give them the purchase date when I spoke to them I did not receive the information that they said I received when I purchased my furniture I have all of my original receipts and paperwork and that is not among them If I would have been told this information I would not have purchased the added insurance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: First I filed claim in June of with their goof proof plan which I bough for $ and uploaded pictures as they told me to do and made multiple phone calls but no response Second its been months and I told them that the arm rest of couch was broken and also had stains in the middle seatI can not keep a broken couch in my house for so long and keep waiting for them to come and fix itWhen they do not even call me back I did throw away the couch because I knew no one was going to come and fix it After purchasing more then $plus of furniture from them they ripped me off for $ Will never buy anything from them and tell my friends and family to do the same Sincerely, [redacted]
Good Afternoon [redacted] , I am just as disappointed as you are to learn that our technician was not able to resolve your concern with serviceI do hope that I have conveyed the fact that we care and I am very surprised that I didn’t hear from you by phone directly as it is clear you are still dissatisfied after the serviceI would much prefer to speak with you by phone so I can convey my apologies and care to you in a more human manner I completely understand your aggravations and it was never my intention to put you through any more frustrationsHaving been in this business for the better part of a decade, I have never witnessed or been apart of a customer complaint regarding a foundation that has taken this much time away from our valuable customer Please know that a special inspection of merchandise does not indicate that we will remove the fabric of an item and look at its “insides”Bobs Discount Furniture certainly takes responsibility for the product concerns you are experiencing however Bobs Discount Furniture does not build these foundationsAs the retailer we have inspected that the foundation, prior to it leaving our distribution center, seeing that it is in showroom conditionWe have verified during this inspection that it is in good condition but we would never rip apart a product (tearing back the foundations cover) to inspect its insides prior to sending it outThere is a certain trust that must be obtained through a business and its manufacturers that the product is being built soundly each time off the assembly lineWe would not rip apart material from your item prior to sending it out as we would not want to interfere with the structural integrity we expect to be there to begin withThere are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response Bobs wants to honor our original promise to you by providing you with the merchandise you purchased from us in good conditionRegretfully we would be unable to provide you with the merchandise, a refund on that merchandise, and honor the manufacturing warranty associated with that merchandiseWe can certainly discuss monetary compensation in the form of refunding your original delivery fee and additional compensation as a further apology after you are completely satisfied with this merchandiseI completely understand if you have no confidence in our ability to bring you a sound foundation so while it is beyond our policies to do so I can also offer to remove the bedding set you have purchased from us (mattress & foundation) for a refund if you’d like to purchase a set of bedding you can have more confidence inAs much as I’d like to regain your trust in our foundations and prove to you that we are a business based on integrity the level of aggravation you are communicating gives me the impression that I may not be able to accomplish such a goal Please let me know how you would like to precede [redacted] and I apologize again that we have continued to disappoint you [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">Please pass on our apologies to this customer for the inconvenience their product is causing them I am unable to locate a Bobs Discount Furniture Account with the information the customer has provided to youIn order to perform further research and verify exactly what product type this consumer has I will need knowledge of the correct account information Please ask that this consumer respond with at least one of the following types of information: -Telephone number listed on account -First and Last name of the account holder -Original delivery address of the merchandise -Sales invoice number as depicted on the original sales receipt Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">We do apologize to our customer for the frustration that the difference in lighting from our store to her home caused during the selection of her productI also apologize that the customer perceived that our retail location was taking direct responsibility for this concern being their faultI believe that our store employees were applying empathy to the customer’s situation and it is common (in any of our stores and in our industry as a whole) that the lighting in our showroom differs from that in any customer’s homeAs a business we cannot be held responsible for the difference in color variations from showroom to environment as we do not have full knowledge of what the customer’s environment looks/acts likeSome of our showrooms have large windows that the furniture is displayed in front of where natural light comes into play and some homes have no natural light in the room the furniture will be kept inThe list of possible variations goes on and on based on time of day, type of lighting fixture/bulb, demographic, and many other factors We did our customer a valid service by offering to take back the merchandise that was delivered to her home Our records clearly indicate that we spoke with the customer’s daughter on the original day of delivery and advised her that she could reject the merchandise or accept it and reselectThe customer’s new delivery isn’t scheduled to occur until therefore the customer does have full use of the set she originally selected for several weeks on our dimeIt is also important to realize that when the merchandise currently in the home travels back to us on a return trailer (which has old bedding and other returns from customer’s home’s on it) it will most likely not be in sellable condition We certainly wouldn’t want to inconvenience the customer by leaving them with no furniture to sit on so unless our drivers are instructed to take the merchandise away it is always a benefit to the customer to leave something behind for the use they were expecting to have fulfilled on that scheduled dayOur drivers were not told to take the original set back on the truck with them on It is fair and adequate that we expect the customer to pay a new delivery fee on the new merchandise she wanted deliveredWe have a recorded call (which I have listed the transcripts of below) that indicates the customer was aware of this occurrence when we created the reselection paperwork for herOur company honors transparency as a core value and has always maintained that delivery in itself is a separate service from the price of the merchandiseThis is an honest statement , we provide the lowest price possible on our merchandise everyday and continue to offer all customers the option of taking delivery or picking up their merchandise themselvesShould the customer want a delivery it is not unreasonable by any means to expect that a charge be incurred for this serviceWe are willing to take a loss on the current merchandise in the customer’s home as a way of being gracious and courteous to our consumerWe stand behind the new delivery fee being charged as a fair expectation given all facts of this scenario Record of Call: 11/26/@ 1:PM ***- Agent: “Now, there WILL be a new delivery fee on the [redacted] piece that you’ll have coming into the home” Customer: “Okay” Leana- Agent: “um, because there is merchandise in the home now” Customer: “Okay” Customer: “So, they’re going to switch it out, like, they will bring that..” ***- Agent: “Mmm hmmmThey will go ahead and pick it up, for the sofa and the actual loveseat Customer: “Alright” Kind regards, [redacted] Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> We are so sorry for the delay Once the depot accepts responsibility and sends it their corporate offices, it then goes to several areas for approval, before finally going to their accounting office to have the check cut and mailed The depot has assured me this customer’s check has already been mailed If this is not the case, please respond through the Revdex.com so we may act upon this concern Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] ***, Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize your furniture and protection plan have failed to meet your expectations According to the most recent notes on your account, your merchandise concerns are in regard to (3) sagging seat cushions, fraying fabric on (8) sofa pillows, both of which our technician determined was a combination of wear and tear as well as manufacturing issuesThere is also mention of (1) broken drawer on the chest and damaged drawer tracks on the dresserGoof proof is designed to provide coverage against most common types of in home accidental damage; based on the service report you would only be eligible for goof proof coverage on the dresser and chest, if the damage was the direct result of a accident in your home Our records indicate that we have already placed a part order for one drawer track for the dresser, at no charge to youAs a courtesy, I will be happy extend our appreciation for your business and to offer to either return the sleeper for store credit and void the goof proof plan or I can order new toss pillows at no charge to you and replace the one broken drawer on the chest; You would be responsible for purchasing the additional drawer tracks for the dresser and (3) cushions and cores for the sleeper The alternative to all the above options would be cancel the goof proof plan and issue you a refund Bob's Discount Furniture truly appreciates your business and hope that you find our offers for recourse, fair Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for months and they want to offer me free shippingits just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do
Complaint: [redacted] I am rejecting this response because: I entered Bobs to PURCHASE furniture not lease or rentthe sales associate or [redacted] never stated I was doing soI was not given paperwork at the time of signingIt was emailedIf that would have been disclosed to me I would have never entered into such an agreementI paid for the furniture in full as well $in chargesThe state maximum for interest is 21% I was charged 180% plus double the amount in taxThe terms and conditions where never disclosedThese people are criminalsThey pray on people with lessor credit and intelligent If I wanted to rent furniture I wouldn't have gone to BobsBobs knows what they are doing, they all work togetherthis is a horrible thing to do to people My items totaled $I paid $That's unjust and down right criminalTotally taken advantaged of, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and can not locate any account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the alternate phone number or customer name that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please provide this customer with our genuine apology for the amount of time it has taken for the customer to receive her returning fundsThe amount of compensation the customer states she should be receiving is correct and all of our records indicate that the monetary funds have been properly released from our accounting department as of today (3.29.2014)If the customer has not seen the fund replenishment as of yet I would encourage that she contact the bank who her credit card is managed by to inquire if there is an internal hold for these funds on their endI apologize again that we are still causing this customer stress and I assure her that Bobs has provided her with the credit she was promised Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome Melissa has set the customer up for an exchange to rectify the concerns If the customer wishes to reselect on the set we can authorize that as well, the customer would need to go through the ACCEPTANCENOW desk at the store, as they have a contract through them, not through Bob’s As this customer has a contract through a third party we would not be able to authorize a refund We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, New Roman" size="3"> Our records show that this item was delivered on 02/17/ We have received one call for service that was dispatched on 12/12/ Our technician’s report was logged as follows: December 12- In- Out- Tech-Christian Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer threw it out), circuit board ripped it out, hole on the back center all damages are Customer Caused and the overall condition of the item is deemed to be fair Above Comments Added By C [redacted] ( Chris [redacted] ) On 12/12/at 11: Our company provided this sale (in 2011) with a one year guarantee against the occurrence of factory defectsWe have already completed a courtesy to this customer by dispatching a technician at no cost outside of our responsibility to this itemThe only remaining protection on this item is related to a plan purchased at the time of sale that is managed by the [redacted] Company, not Bobs Discount FurnitureWe stand behind the quality of our product in the event of a manufacturing defect however based on the technician’s report that confirms no defects present, several items actually missing from the furniture, holes in the material, and the length of time that has passed since delivery with no report of concern provided to us –nearly four years- we are unable to offer further recourse for this item Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">We are very sorry for the concern this customer has brought to our attention When a customer places an order on line, it is through a secure server This protects the credit card information; we as a company are only able to see the last four digits of the credit card for verification purposes For security purposes no one can access this information, but as a result we also can not process a refund without the credit cardIf this customer would like the refund back the credit card originally used they can call the store with the credit card or they can stop by the store with the card If this customer prefers I can make an exception and have the refund processed as a corporate check, this would be mailed to the customer, if the customer accepts this option, they can post the response to the Revdex.com mediation service I would then create the paperwork From that point the customer can expect the refund in 10-days Kindest Regards, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The lamp was over $dollars and not $I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mailAs soon as possiblethe amount should be around $?
Good Morning [redacted] , Roman" size="3"> My name is Tracy S [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonI can honestly state that this is one of the hardest letters I have had to write, I feel terrible and extremely embarrassed after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usIt is inexcusable for anyone to speak to you in an impatient way during any of your delivery, sales, or customer care interactionsI know it is upsetting when someone who should be serving you is disrespectful and we do hope you can accept our deepest apologiesYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us As a token of our apology we would like to offer you a refund to your [redacted] account I understand that this does not change the facts and everything you have gone through I would like to offer to refund you $ after delivery is completed We apologize again for the impact our failures have had on your valuable time and thank you for bringing the coaching concerns we have to our direct attention Kindest Regards, Tracy S [redacted] Corporate Customer Liaison Bob’s Discount Furniture
Good Morning Revdex.com, I apologize that it has taken me a few days to respond to this claim [redacted] has reached out to Bob’s voicemail with her concern as well and we have been trying to contact her via email since last weekHere is some context from the email we sent this past Thursday (1.23.2014) I was hoping to respond to you today explaining what resolution was taken to resolve this concern; however we have yet to receive a response back from [redacted] Good Afternoon, I am reaching out to you in reference to the VM received here in our Corp Office; I was also informed of the claim filed with the Revdex.com I would first like to apologize for any and all inconveniences that have been caused by Bobs I have looked into the account and I see the issue is with the purchase of a sectional in Aug a SPC order that you have not receivedI am so very sorry that you are still waiting for the merchandise I have looked into the delay with my Merchandising Department to see what the delay is with receiving the merchandise and there is a delay from the MFGI tried to see if we would be able to fill the order any sooner but unfortunately due it being a SPC order there is no way to do it as there is no stock of the pieces in our warehouses What I can do is offer you of the options below- please let me know if you are interested · You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the [redacted] account · I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered · I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the order Please let me know if you are interested in any of the above offers, and also if you have any other questions or concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus on some items This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise The lamp that was damaged by kids riding hover boards around the room was not selected by the customer to have Goof Proof Plus, covering it for all accidental damages This is not a manufacturing defect The customer spoke to the store on the store offered to set up the refund for the refused trundle unit at that time, customer explained she did not have that credit card on her person and she would call back There is no indication that the customer has reached back out regarding this open credit Our system only allows us to see the last four digits of the card used, that was why the store advised we had to have the entire card number to process the refund The chair was replaced, per our policy I have attached the customer’s sale order, which states the return policy and service guarantee Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve these concerns 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 usAs the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our controlIt is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot availablePer our records the automated system followed up with a timeframe of 2:00-6:00pmUpon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pmThis customer was accommodated to the best of our ability and was the last stop on the truck’s run for We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customerWe apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot We currently have a delivery scheduled for the final item on to resolve the remaining delivery concernWe have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresAt this time we are looking forward to completely resolving this customer’s concern on and we apologize again that these concerns have taken up any of our customer’s valuable time Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples I removed the particle boards that were broken and replaced them with real wood The process took me no longer than an hour If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke Lastly, how is broken particle board held together with staples not a mfgdefect? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture I sent them the pictures because they said they would stand behind their furnitureI did give them the purchase date when I spoke to them I did not receive the information that they said I received when I purchased my furniture I have all of my original receipts and paperwork and that is not among them If I would have been told this information I would not have purchased the added insurance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: First I filed claim in June of with their goof proof plan which I bough for $ and uploaded pictures as they told me to do and made multiple phone calls but no response Second its been months and I told them that the arm rest of couch was broken and also had stains in the middle seatI can not keep a broken couch in my house for so long and keep waiting for them to come and fix itWhen they do not even call me back I did throw away the couch because I knew no one was going to come and fix it After purchasing more then $plus of furniture from them they ripped me off for $ Will never buy anything from them and tell my friends and family to do the same Sincerely, [redacted]
Good Afternoon [redacted] , I am just as disappointed as you are to learn that our technician was not able to resolve your concern with serviceI do hope that I have conveyed the fact that we care and I am very surprised that I didn’t hear from you by phone directly as it is clear you are still dissatisfied after the serviceI would much prefer to speak with you by phone so I can convey my apologies and care to you in a more human manner I completely understand your aggravations and it was never my intention to put you through any more frustrationsHaving been in this business for the better part of a decade, I have never witnessed or been apart of a customer complaint regarding a foundation that has taken this much time away from our valuable customer Please know that a special inspection of merchandise does not indicate that we will remove the fabric of an item and look at its “insides”Bobs Discount Furniture certainly takes responsibility for the product concerns you are experiencing however Bobs Discount Furniture does not build these foundationsAs the retailer we have inspected that the foundation, prior to it leaving our distribution center, seeing that it is in showroom conditionWe have verified during this inspection that it is in good condition but we would never rip apart a product (tearing back the foundations cover) to inspect its insides prior to sending it outThere is a certain trust that must be obtained through a business and its manufacturers that the product is being built soundly each time off the assembly lineWe would not rip apart material from your item prior to sending it out as we would not want to interfere with the structural integrity we expect to be there to begin withThere are events that can occur during transit related to poor handling of our customer’s merchandise that can and do cause the other issues you have pointed out in your response Bobs wants to honor our original promise to you by providing you with the merchandise you purchased from us in good conditionRegretfully we would be unable to provide you with the merchandise, a refund on that merchandise, and honor the manufacturing warranty associated with that merchandiseWe can certainly discuss monetary compensation in the form of refunding your original delivery fee and additional compensation as a further apology after you are completely satisfied with this merchandiseI completely understand if you have no confidence in our ability to bring you a sound foundation so while it is beyond our policies to do so I can also offer to remove the bedding set you have purchased from us (mattress & foundation) for a refund if you’d like to purchase a set of bedding you can have more confidence inAs much as I’d like to regain your trust in our foundations and prove to you that we are a business based on integrity the level of aggravation you are communicating gives me the impression that I may not be able to accomplish such a goal Please let me know how you would like to precede [redacted] and I apologize again that we have continued to disappoint you [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">Please pass on our apologies to this customer for the inconvenience their product is causing them I am unable to locate a Bobs Discount Furniture Account with the information the customer has provided to youIn order to perform further research and verify exactly what product type this consumer has I will need knowledge of the correct account information Please ask that this consumer respond with at least one of the following types of information: -Telephone number listed on account -First and Last name of the account holder -Original delivery address of the merchandise -Sales invoice number as depicted on the original sales receipt Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">We do apologize to our customer for the frustration that the difference in lighting from our store to her home caused during the selection of her productI also apologize that the customer perceived that our retail location was taking direct responsibility for this concern being their faultI believe that our store employees were applying empathy to the customer’s situation and it is common (in any of our stores and in our industry as a whole) that the lighting in our showroom differs from that in any customer’s homeAs a business we cannot be held responsible for the difference in color variations from showroom to environment as we do not have full knowledge of what the customer’s environment looks/acts likeSome of our showrooms have large windows that the furniture is displayed in front of where natural light comes into play and some homes have no natural light in the room the furniture will be kept inThe list of possible variations goes on and on based on time of day, type of lighting fixture/bulb, demographic, and many other factors We did our customer a valid service by offering to take back the merchandise that was delivered to her home Our records clearly indicate that we spoke with the customer’s daughter on the original day of delivery and advised her that she could reject the merchandise or accept it and reselectThe customer’s new delivery isn’t scheduled to occur until therefore the customer does have full use of the set she originally selected for several weeks on our dimeIt is also important to realize that when the merchandise currently in the home travels back to us on a return trailer (which has old bedding and other returns from customer’s home’s on it) it will most likely not be in sellable condition We certainly wouldn’t want to inconvenience the customer by leaving them with no furniture to sit on so unless our drivers are instructed to take the merchandise away it is always a benefit to the customer to leave something behind for the use they were expecting to have fulfilled on that scheduled dayOur drivers were not told to take the original set back on the truck with them on It is fair and adequate that we expect the customer to pay a new delivery fee on the new merchandise she wanted deliveredWe have a recorded call (which I have listed the transcripts of below) that indicates the customer was aware of this occurrence when we created the reselection paperwork for herOur company honors transparency as a core value and has always maintained that delivery in itself is a separate service from the price of the merchandiseThis is an honest statement , we provide the lowest price possible on our merchandise everyday and continue to offer all customers the option of taking delivery or picking up their merchandise themselvesShould the customer want a delivery it is not unreasonable by any means to expect that a charge be incurred for this serviceWe are willing to take a loss on the current merchandise in the customer’s home as a way of being gracious and courteous to our consumerWe stand behind the new delivery fee being charged as a fair expectation given all facts of this scenario Record of Call: 11/26/@ 1:PM ***- Agent: “Now, there WILL be a new delivery fee on the [redacted] piece that you’ll have coming into the home” Customer: “Okay” Leana- Agent: “um, because there is merchandise in the home now” Customer: “Okay” Customer: “So, they’re going to switch it out, like, they will bring that..” ***- Agent: “Mmm hmmmThey will go ahead and pick it up, for the sofa and the actual loveseat Customer: “Alright” Kind regards, [redacted] Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> We are so sorry for the delay Once the depot accepts responsibility and sends it their corporate offices, it then goes to several areas for approval, before finally going to their accounting office to have the check cut and mailed The depot has assured me this customer’s check has already been mailed If this is not the case, please respond through the Revdex.com so we may act upon this concern Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] ***, Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize your furniture and protection plan have failed to meet your expectations According to the most recent notes on your account, your merchandise concerns are in regard to (3) sagging seat cushions, fraying fabric on (8) sofa pillows, both of which our technician determined was a combination of wear and tear as well as manufacturing issuesThere is also mention of (1) broken drawer on the chest and damaged drawer tracks on the dresserGoof proof is designed to provide coverage against most common types of in home accidental damage; based on the service report you would only be eligible for goof proof coverage on the dresser and chest, if the damage was the direct result of a accident in your home Our records indicate that we have already placed a part order for one drawer track for the dresser, at no charge to youAs a courtesy, I will be happy extend our appreciation for your business and to offer to either return the sleeper for store credit and void the goof proof plan or I can order new toss pillows at no charge to you and replace the one broken drawer on the chest; You would be responsible for purchasing the additional drawer tracks for the dresser and (3) cushions and cores for the sleeper The alternative to all the above options would be cancel the goof proof plan and issue you a refund Bob's Discount Furniture truly appreciates your business and hope that you find our offers for recourse, fair Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for months and they want to offer me free shippingits just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do
Complaint: [redacted] I am rejecting this response because: I entered Bobs to PURCHASE furniture not lease or rentthe sales associate or [redacted] never stated I was doing soI was not given paperwork at the time of signingIt was emailedIf that would have been disclosed to me I would have never entered into such an agreementI paid for the furniture in full as well $in chargesThe state maximum for interest is 21% I was charged 180% plus double the amount in taxThe terms and conditions where never disclosedThese people are criminalsThey pray on people with lessor credit and intelligent If I wanted to rent furniture I wouldn't have gone to BobsBobs knows what they are doing, they all work togetherthis is a horrible thing to do to people My items totaled $I paid $That's unjust and down right criminalTotally taken advantaged of, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and can not locate any account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the alternate phone number or customer name that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please provide this customer with our genuine apology for the amount of time it has taken for the customer to receive her returning fundsThe amount of compensation the customer states she should be receiving is correct and all of our records indicate that the monetary funds have been properly released from our accounting department as of today (3.29.2014)If the customer has not seen the fund replenishment as of yet I would encourage that she contact the bank who her credit card is managed by to inquire if there is an internal hold for these funds on their endI apologize again that we are still causing this customer stress and I assure her that Bobs has provided her with the credit she was promised Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome Melissa has set the customer up for an exchange to rectify the concerns If the customer wishes to reselect on the set we can authorize that as well, the customer would need to go through the ACCEPTANCENOW desk at the store, as they have a contract through them, not through Bob’s As this customer has a contract through a third party we would not be able to authorize a refund 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