Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution If the customer accepts our offer we hope that they will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against itThis also chipped the side railI paid for the accident protection for specifically this reasonBob's should back up their customers if they are offering a 3rd party service that does not follow through Sincerely, [redacted] ***
Good Afternoon Revdex.com, We are truly very sorry that our customer has had any type of negative experience with our partners at ‘Acceptance Now’I certainly can understand his frustrations and I assure [redacted] that Bobs Discount Furniture does care about his concern I have just finished speaking with [redacted] , from our Acceptance Now [redacted] desk; she has informed me that her company has already submitted a settlement offer to this customer [redacted] was very shocked to learn of the Revdex.com complaint because she indicated that [redacted] has not made contact with them to discuss the already offered resolutionWhile I absolutely do not intend to pass [redacted] ’s concern off, Bobs Discount Furniture cannot overturn or discuss offers that have been presented to our customer by another company I apologize again for the lack of care that [redacted] alleges he was met with while seeking to resolve his complaints and I wish there was more Bobs Discount Furniture could offer to do for him directly [redacted] is currently awaiting [redacted] ’s phone call to discuss the settlement offer that is open to resolve this concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for the frustrations the Goof Proof Plan caused after this accident occurredOur Goof Proof Plan is far from being a scam and we would never offer our customers any item that we do not truly believe to be valuableAs we do stand behind all the products we sell, our customer has already been provided with resolution directly from Bobs Discount Furniture for this concernOur records reflect that on (the same date we received this Revdex.com claim) a resolution was entered into our system to satisfy our customer’s concern
While the quality of Bobs Furniture is decent, their customer care and " [redacted] plan" are something to be desiredA year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tearThe tear was approximately 2"x7" with minor damage to the foam itselfThis accidental damage occurred while moving the set from one room to anotherI had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the planAfter filing a claim with [redacted] , I was shocked to be told that this damage was not covered Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $repair jobWay to go Bob!
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolvedBob’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 have taken full responsibility for the alleged occurrences reported to us from and offered the customer a further form of apology as outlined in this complaintOn we kept our customer as informed as we were on the status of the pending deliveryAs a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the roadWe are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently Our records indicate that while we were unable to deliver to this customer due to events beyond our control on we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on (Sat)We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on ensuring that we were placing this customer’s needs above others We 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 these failures At this time we are looking forward to completely resolving this customer’s concern on We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with [redacted] today (9.04.2014) and offered to provide him with a store credit to reselect to another recliner that will better suit his needsWe have asked that [redacted] cover the cost of the new shipping charge that will be associated with the new delivery for his reselected item and [redacted] has agreed to these terms I also provided [redacted] with my apologies for the actions of our service professional while in the home that led [redacted] to believe he was being provided with a set resolution for this complaintWe take ownership for this failure and are working above and beyond our written policies to provide [redacted] with a satisfactory resolution and a recliner that he can feel relaxed in Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please give [redacted] my sincerest apologies for the terrible experience she and her family had to endure during the delivery process of this bedIt is never our intention to disappoint our customers, let alone on multiple occasionsI am extremely embarrassed and would like nothing more then to be able to provide our customer with a resolution she finds satisfactory This is certainly not the way we normally conduct our business and I apologize again that [redacted] and her family members have had to take time away from their lives to get this concern rectified I am currently unable to locate the sales order or account that has this bed purchase/delivery within itUnder [redacted] ’s phone number, name, and address I am only able to find a sale from for a sleeper sofaCan you please ask [redacted] to respond with information pertaining to the sales order for the bed itself so I can locate this account and begin researching what options we have for monetary compensation? Any of the following information will be greatly appreciated: -The invoice number -The first and last name that is on the sales order -The telephone number that is listed on the sales invoice -The delivery address Thank You for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3">Good Morning Revdex.com, I just tried to contact this customer by the telephone number that they have listed here on Revdex.com and the number is currently not accepting calls I apologize for any disappointment that our customer has been experiencing with this claim and convey that I would prefer to speak verbally with our customer regarding this concern As far as I can tell from the customer’s records [redacted] is denying the claim due to a difference in the report of the customer’s guest sitting or falling on the chaiseI personally find this to be absurd and apologize to our customer again that they are having so much trouble with the [redacted] company and this claim Bobs Discount Furniture is unable to offer recourse for damages that occur outside of a factory defect concern (as the customer stated in their posting: the damage was too great to be a manufacturer issue since the wood frame underneath was cracked in two different places.) Due to the poor service we agree that our customer is experiencing thru a company we are partnered with ( [redacted] ) we will agree to offer the courtesy option listed belowIf the customer is willing to accept the terms of our courtesy offer they may contact us at ###-###-#### (Customer Care Office) to have this offer fully created for them Courtesy Reselection Offer: We will provide our customer with a store credit for the price paid on their sectional sofa (we no longer have this particular model in our stock line up) so that they may reselect to a different item This store credit would amount to: $ This option uses up the protection plan purchased (for the sectional only – the protection plan and its original year term will remain active on all the other merchandise originally purchased from this sales order) as the protection plan offers the customer a one time replacement on the item the coverage was purchased for The cost of the delivering the customer’s new selection will be covered by our company under use of the protection plan purchased and we will expect to remove (and we will cover the cost of disposal) the current sectional items the customer has in the home on the same date we deliver the new items Kindest Regards, Stephanie [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Clearly bobs furniture is trying to cover up something .I'm guessing my pictures of a brand new matters are not showing mold mold because when the mattress was delivered it was dragged from the truck to my apartment in the rain my bldg has cameras and videos can be requested of the delivery processI have been sleeping on the floor since being made aware of the issueThe bed currently still in my home has fumes coming from itThe credit we were given was for the inconvenience we have had to I'm sure since the of August.I have reached out to multiple supervisors to have the bed removed from my home,after making us aware of the possibility they no longer reached out to us about the problemThey have disregarded me and my family we have dealt with disrespectful customers service reps every time we've ordered something they have made some type of mistake ,which is probably why our bed was mold infestedAll phone calls are recorded from bobs furniture we are asking that u request to review all calls so tht you can see the horrible professionalism of this companyToday they came to our home refusing to replace the items they so called credited us for.the same delivery guys that gave us the molded bed in the same truck came to deliver only a bed protector and refused to pick up the mattressThey have lied to us and showed pure negligence on more than one occasion.the matters is still in our home and we are still sleeping on the floorBobs have given us different days they were supposed to come and get the mattress and had my husband miss days of work I am anpregnant woman constantly being stressed out and badgered by bobs customers representatives,I have begged them and pleaded for them to fix the problem they causedI give Revdex.com all rights to review all phone calls made and received by bobs discount furniture concerning this matter.as I have nothing to hideI am only asking that they handle the situation as professionals which they have failed to doI was also only credited for making a complaint about my expensive silk sheet set being affected by the mold and with that extra credit bobs supposedly gave me I had enough for a bed free which was only a small difference and not nearly the amount my sheet sets were worthIn addition to the fact that I have been discomforts and my health put at riskThey have yet to comply with anything and have only made matters worse as I continue to sleep uncomfortably.I Complaint: I am rejecting this response because: Sincerely, Darina Medina
This issue is clear, once funding has been secured customer service goes out the doorThe agreed upon delivery time of 11:- 1:pm was changed without customer notification when discussing the discrepancy, customer service representative provides a new additional hour window and insist the time is correct when I am viewing the time frame provided by the vendor's website which is clearly mismatchedMy time was not compensated, nor was it consideredHad I been initially informed the delivery window was from 9-5, I would have nothing to say But to be insulted by being on hold for over minute waiting for a manager, then further insulted by the forced a new time frame...is a bit dis-hardening for a repeat customer I will reconsider my other furniture needs else where My first experience with Bob's was great, this not so much!!!
Good Afternoon Revdex.com, Please pass on our sincerest apologies to [redacted] for the scheduling concern that caused us to fail on properly delivering his order for as promisedI assure our customer that it was never our intention to blatantly let him down and that we care very much to help him resolve this concern and get him the furniture he purchased in good condition This sales order is made up of a Sofa, Loveseat, Pack of Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an effort to make our failure right, we were able to get the customer added on for delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to get the Living Room set While we are very sorry that the Dining Room set remains on back order directly from the manufacturer we are regretfully unable to provide our customer with merchandise we do not physically haveWhen we originally sold this merchandise to our customer we were sure that we would be able to deliver it on the date promised and again we apologize for the unanticipated delay from the factory where this Dining Room set is being builtI do understand that this is the set the customer originally selected and if there is absolutely an immediate need for a Dining Room set prior to this date we have others available in our showroom that may be in stock and available to deliver prior to The customer can visit our showroom to make a reselection should this option suit him Bob’s prides itself on providing our customer with quality service and the best value product for the priceOur primary focus is on making it right so that our customer is satisfied with the product that they have purchased from usWe currently have two deliveries scheduled for & to resolve this concern While it is not procedure to do so, I recognize that we have caused this customer a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review this account to determine if further action should to be taken in regards to compensationOur delivery team will call into our Customer Care Offices prior to leaving the residence after the Dining Room set has been delivered and should [redacted] feel necessary, we can discuss a further form of apology compensation with him at that time for this failure Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and can only access a sales order for (under a man’s name who may be the fiancé mentioned) a bedroom set and sectional that shows 100% successfully delivered on I am hesitant to believe this is the account as the customer is asserting that they have had several deliveries from us Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate names/ phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
This is my second time rejecting your respondI only want what I was promiseThis is to replace the damaged itemsI was told a number of times by the sales people that if anything were to happen to the Furniture it could be replaced as I toldI called [redacted] a number of times no one’s picks upI spoke to a rep from bob’s and I was told that someone from [redacted] would be calling me back (which has yet to happen) Please do as you promise when I was told to purchase the products Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Good Afternoon ***, I absolutely understand your circumstances and I am very sorry that we are not able to offer you a way to make your selection online Due to the way you purchased this we would need you to sign paperwork regarding the terms and conditions of the leasing agreement you are making changes toAs Bobs Discount Furniture is a separate company from Acceptance Now we are unable to overturn or make changes to their company policies or proceduresThe reselection credit does not expire until and I am sincerely hoping you are feeling better by that time and can make it into our showroomIf you needed an extension period added to this credit because of medical concerns we can certainly discuss that with you if you contact our Customer Care Call Center at ###-###-#### and tell us what date you feel you may be able to make it into our showroomAnother suggestion I have is calling Acceptance Now and seeing if they will agree to fax you the new paperwork after you tell them the item you want to reselect toYou may be able to sign it and fax it back to them if they are willing to accept this option I am so sorry for your disappointment again and truly wish there was more Bobs Discount Furniture could do for you directly Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will accept a monetary refund of $made payable directly to me Sincerely, [redacted] ***
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the inconvenience our customer has experienced as a result of our verbal failuresI attempted to contact this customer via telephone this morning at the number provided to Revdex.com and left a message with my direct phone number for follow up Please know that we have addressed the coaching concern presented and our sales staff is not provided with any extra incentive for financed ordersDuring the process of application for financing the customer(s) must provide their social security number and also fill out/sign a formal financing applicationWe also list on the customer’s sales invoice (that is commonly signed prior to the customer leaving the store) a clear disclaimer that this is a credit card agreement with [redacted] ***: This transaction is under your Credit Card Agreement with [redacted] (the "Bank") Within our trifold (commonly provided to our customer’s at the time of purchase) we denote a disclaimer for the stock of the merchandise and schedulingOur sales associates and retail staff do not usually know the exact amount of stock left in any of our distribution centers and normally call to schedule the order so we can deliver the requested merchandise as soon as possible Again we apologize for any inconvenience our verbal failures have caused this customer and look forward to their full satisfaction upon their current scheduled delivery (7.22.2015) Kindest 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 delivery experience with usI can understand the frustration this customer must be feeling at this time I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeThis is scheduled for pickup on If the pickup is successfully completed I will reach out to our Accounting Department on Monday to ensure that the refund check is cut on the next available day and I will have the check sent to the customer via [redacted] ** If this customer will not have someone available to sign for the refund check, please reply through the Revdex.com site and we will send via US Postal service 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, Please pass on my apologies again to this customer for the lack of follow up and customer care applied to her accountI am also very sorry I had to ask for more information in order to assistOur intention was never to cause our customer any stress during the purchase of her new merchandiseOur records indicate that this customer took successful delivery of the following items: -Dining room set ($599.00) - Sectional ($999.00) -Rustic Wine Rack ($399.00) The pricing of the items listed above is equal to $ The delivery fee that is associated with this price point and amount of merchandise is $This customer’s original sales invoice depicts that she was charged $for a delivery fee, as the bed was never delivered I do agree that the customer is owed the difference between the two delivery fee pricing points which is $ As a form of further apology for the stress we caused this customer Bobs Discount Furniture will provide a refund of an additional $ to this customer’s original method of paymentThe total and final offer for compensation that we can make is $ Please know that refunding monies to a customer as a form of apology is our extreme effort to apply courtesy and care for our failures because this offer is above and beyond our operating proceduresIf our customer is accepting of this offer please ask her to close this claim as satisfactory; I will process the paperwork on the same day and ask that our Bobs retail location reach out to her to verify the full credit card number used on her original sale in order to completely process the payment Thank you, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the Acceptance Now Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly We would not be able to offer to give the customer free merchandise We are aware that while the customer was in the store, the store management in an extreme effort to make it right for this customer, offered to waive the delivery fee that was charged as part of the [redacted] contract This is not something that we offer to our customer’s The delivery fee savings of $plus the gift card of $is far above our policy, we would not be able to offer any additional compensation Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution If the customer accepts our offer we hope that they will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against itThis also chipped the side railI paid for the accident protection for specifically this reasonBob's should back up their customers if they are offering a 3rd party service that does not follow through Sincerely, [redacted] ***
Good Afternoon Revdex.com, We are truly very sorry that our customer has had any type of negative experience with our partners at ‘Acceptance Now’I certainly can understand his frustrations and I assure [redacted] that Bobs Discount Furniture does care about his concern I have just finished speaking with [redacted] , from our Acceptance Now [redacted] desk; she has informed me that her company has already submitted a settlement offer to this customer [redacted] was very shocked to learn of the Revdex.com complaint because she indicated that [redacted] has not made contact with them to discuss the already offered resolutionWhile I absolutely do not intend to pass [redacted] ’s concern off, Bobs Discount Furniture cannot overturn or discuss offers that have been presented to our customer by another company I apologize again for the lack of care that [redacted] alleges he was met with while seeking to resolve his complaints and I wish there was more Bobs Discount Furniture could offer to do for him directly [redacted] is currently awaiting [redacted] ’s phone call to discuss the settlement offer that is open to resolve this concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for the frustrations the Goof Proof Plan caused after this accident occurredOur Goof Proof Plan is far from being a scam and we would never offer our customers any item that we do not truly believe to be valuableAs we do stand behind all the products we sell, our customer has already been provided with resolution directly from Bobs Discount Furniture for this concernOur records reflect that on (the same date we received this Revdex.com claim) a resolution was entered into our system to satisfy our customer’s concern
While the quality of Bobs Furniture is decent, their customer care and " [redacted] plan" are something to be desiredA year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tearThe tear was approximately 2"x7" with minor damage to the foam itselfThis accidental damage occurred while moving the set from one room to anotherI had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the planAfter filing a claim with [redacted] , I was shocked to be told that this damage was not covered Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $repair jobWay to go Bob!
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolvedBob’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 have taken full responsibility for the alleged occurrences reported to us from and offered the customer a further form of apology as outlined in this complaintOn we kept our customer as informed as we were on the status of the pending deliveryAs a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the roadWe are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently Our records indicate that while we were unable to deliver to this customer due to events beyond our control on we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on (Sat)We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on ensuring that we were placing this customer’s needs above others We 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 these failures At this time we are looking forward to completely resolving this customer’s concern on We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with [redacted] today (9.04.2014) and offered to provide him with a store credit to reselect to another recliner that will better suit his needsWe have asked that [redacted] cover the cost of the new shipping charge that will be associated with the new delivery for his reselected item and [redacted] has agreed to these terms I also provided [redacted] with my apologies for the actions of our service professional while in the home that led [redacted] to believe he was being provided with a set resolution for this complaintWe take ownership for this failure and are working above and beyond our written policies to provide [redacted] with a satisfactory resolution and a recliner that he can feel relaxed in Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please give [redacted] my sincerest apologies for the terrible experience she and her family had to endure during the delivery process of this bedIt is never our intention to disappoint our customers, let alone on multiple occasionsI am extremely embarrassed and would like nothing more then to be able to provide our customer with a resolution she finds satisfactory This is certainly not the way we normally conduct our business and I apologize again that [redacted] and her family members have had to take time away from their lives to get this concern rectified I am currently unable to locate the sales order or account that has this bed purchase/delivery within itUnder [redacted] ’s phone number, name, and address I am only able to find a sale from for a sleeper sofaCan you please ask [redacted] to respond with information pertaining to the sales order for the bed itself so I can locate this account and begin researching what options we have for monetary compensation? Any of the following information will be greatly appreciated: -The invoice number -The first and last name that is on the sales order -The telephone number that is listed on the sales invoice -The delivery address Thank You for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3">Good Morning Revdex.com, I just tried to contact this customer by the telephone number that they have listed here on Revdex.com and the number is currently not accepting calls I apologize for any disappointment that our customer has been experiencing with this claim and convey that I would prefer to speak verbally with our customer regarding this concern As far as I can tell from the customer’s records [redacted] is denying the claim due to a difference in the report of the customer’s guest sitting or falling on the chaiseI personally find this to be absurd and apologize to our customer again that they are having so much trouble with the [redacted] company and this claim Bobs Discount Furniture is unable to offer recourse for damages that occur outside of a factory defect concern (as the customer stated in their posting: the damage was too great to be a manufacturer issue since the wood frame underneath was cracked in two different places.) Due to the poor service we agree that our customer is experiencing thru a company we are partnered with ( [redacted] ) we will agree to offer the courtesy option listed belowIf the customer is willing to accept the terms of our courtesy offer they may contact us at ###-###-#### (Customer Care Office) to have this offer fully created for them Courtesy Reselection Offer: We will provide our customer with a store credit for the price paid on their sectional sofa (we no longer have this particular model in our stock line up) so that they may reselect to a different item This store credit would amount to: $ This option uses up the protection plan purchased (for the sectional only – the protection plan and its original year term will remain active on all the other merchandise originally purchased from this sales order) as the protection plan offers the customer a one time replacement on the item the coverage was purchased for The cost of the delivering the customer’s new selection will be covered by our company under use of the protection plan purchased and we will expect to remove (and we will cover the cost of disposal) the current sectional items the customer has in the home on the same date we deliver the new items Kindest Regards, Stephanie [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Clearly bobs furniture is trying to cover up something .I'm guessing my pictures of a brand new matters are not showing mold mold because when the mattress was delivered it was dragged from the truck to my apartment in the rain my bldg has cameras and videos can be requested of the delivery processI have been sleeping on the floor since being made aware of the issueThe bed currently still in my home has fumes coming from itThe credit we were given was for the inconvenience we have had to I'm sure since the of August.I have reached out to multiple supervisors to have the bed removed from my home,after making us aware of the possibility they no longer reached out to us about the problemThey have disregarded me and my family we have dealt with disrespectful customers service reps every time we've ordered something they have made some type of mistake ,which is probably why our bed was mold infestedAll phone calls are recorded from bobs furniture we are asking that u request to review all calls so tht you can see the horrible professionalism of this companyToday they came to our home refusing to replace the items they so called credited us for.the same delivery guys that gave us the molded bed in the same truck came to deliver only a bed protector and refused to pick up the mattressThey have lied to us and showed pure negligence on more than one occasion.the matters is still in our home and we are still sleeping on the floorBobs have given us different days they were supposed to come and get the mattress and had my husband miss days of work I am anpregnant woman constantly being stressed out and badgered by bobs customers representatives,I have begged them and pleaded for them to fix the problem they causedI give Revdex.com all rights to review all phone calls made and received by bobs discount furniture concerning this matter.as I have nothing to hideI am only asking that they handle the situation as professionals which they have failed to doI was also only credited for making a complaint about my expensive silk sheet set being affected by the mold and with that extra credit bobs supposedly gave me I had enough for a bed free which was only a small difference and not nearly the amount my sheet sets were worthIn addition to the fact that I have been discomforts and my health put at riskThey have yet to comply with anything and have only made matters worse as I continue to sleep uncomfortably.I Complaint: I am rejecting this response because: Sincerely, Darina Medina
This issue is clear, once funding has been secured customer service goes out the doorThe agreed upon delivery time of 11:- 1:pm was changed without customer notification when discussing the discrepancy, customer service representative provides a new additional hour window and insist the time is correct when I am viewing the time frame provided by the vendor's website which is clearly mismatchedMy time was not compensated, nor was it consideredHad I been initially informed the delivery window was from 9-5, I would have nothing to say But to be insulted by being on hold for over minute waiting for a manager, then further insulted by the forced a new time frame...is a bit dis-hardening for a repeat customer I will reconsider my other furniture needs else where My first experience with Bob's was great, this not so much!!!
Good Afternoon Revdex.com, Please pass on our sincerest apologies to [redacted] for the scheduling concern that caused us to fail on properly delivering his order for as promisedI assure our customer that it was never our intention to blatantly let him down and that we care very much to help him resolve this concern and get him the furniture he purchased in good condition This sales order is made up of a Sofa, Loveseat, Pack of Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an effort to make our failure right, we were able to get the customer added on for delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to get the Living Room set While we are very sorry that the Dining Room set remains on back order directly from the manufacturer we are regretfully unable to provide our customer with merchandise we do not physically haveWhen we originally sold this merchandise to our customer we were sure that we would be able to deliver it on the date promised and again we apologize for the unanticipated delay from the factory where this Dining Room set is being builtI do understand that this is the set the customer originally selected and if there is absolutely an immediate need for a Dining Room set prior to this date we have others available in our showroom that may be in stock and available to deliver prior to The customer can visit our showroom to make a reselection should this option suit him Bob’s prides itself on providing our customer with quality service and the best value product for the priceOur primary focus is on making it right so that our customer is satisfied with the product that they have purchased from usWe currently have two deliveries scheduled for & to resolve this concern While it is not procedure to do so, I recognize that we have caused this customer a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review this account to determine if further action should to be taken in regards to compensationOur delivery team will call into our Customer Care Offices prior to leaving the residence after the Dining Room set has been delivered and should [redacted] feel necessary, we can discuss a further form of apology compensation with him at that time for this failure Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and can only access a sales order for (under a man’s name who may be the fiancé mentioned) a bedroom set and sectional that shows 100% successfully delivered on I am hesitant to believe this is the account as the customer is asserting that they have had several deliveries from us Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate names/ phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
This is my second time rejecting your respondI only want what I was promiseThis is to replace the damaged itemsI was told a number of times by the sales people that if anything were to happen to the Furniture it could be replaced as I toldI called [redacted] a number of times no one’s picks upI spoke to a rep from bob’s and I was told that someone from [redacted] would be calling me back (which has yet to happen) Please do as you promise when I was told to purchase the products Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Good Afternoon ***, I absolutely understand your circumstances and I am very sorry that we are not able to offer you a way to make your selection online Due to the way you purchased this we would need you to sign paperwork regarding the terms and conditions of the leasing agreement you are making changes toAs Bobs Discount Furniture is a separate company from Acceptance Now we are unable to overturn or make changes to their company policies or proceduresThe reselection credit does not expire until and I am sincerely hoping you are feeling better by that time and can make it into our showroomIf you needed an extension period added to this credit because of medical concerns we can certainly discuss that with you if you contact our Customer Care Call Center at ###-###-#### and tell us what date you feel you may be able to make it into our showroomAnother suggestion I have is calling Acceptance Now and seeing if they will agree to fax you the new paperwork after you tell them the item you want to reselect toYou may be able to sign it and fax it back to them if they are willing to accept this option I am so sorry for your disappointment again and truly wish there was more Bobs Discount Furniture could do for you directly Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will accept a monetary refund of $made payable directly to me Sincerely, [redacted] ***
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the inconvenience our customer has experienced as a result of our verbal failuresI attempted to contact this customer via telephone this morning at the number provided to Revdex.com and left a message with my direct phone number for follow up Please know that we have addressed the coaching concern presented and our sales staff is not provided with any extra incentive for financed ordersDuring the process of application for financing the customer(s) must provide their social security number and also fill out/sign a formal financing applicationWe also list on the customer’s sales invoice (that is commonly signed prior to the customer leaving the store) a clear disclaimer that this is a credit card agreement with [redacted] ***: This transaction is under your Credit Card Agreement with [redacted] (the "Bank") Within our trifold (commonly provided to our customer’s at the time of purchase) we denote a disclaimer for the stock of the merchandise and schedulingOur sales associates and retail staff do not usually know the exact amount of stock left in any of our distribution centers and normally call to schedule the order so we can deliver the requested merchandise as soon as possible Again we apologize for any inconvenience our verbal failures have caused this customer and look forward to their full satisfaction upon their current scheduled delivery (7.22.2015) Kindest 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 delivery experience with usI can understand the frustration this customer must be feeling at this time I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeThis is scheduled for pickup on If the pickup is successfully completed I will reach out to our Accounting Department on Monday to ensure that the refund check is cut on the next available day and I will have the check sent to the customer via [redacted] ** If this customer will not have someone available to sign for the refund check, please reply through the Revdex.com site and we will send via US Postal service 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, Please pass on my apologies again to this customer for the lack of follow up and customer care applied to her accountI am also very sorry I had to ask for more information in order to assistOur intention was never to cause our customer any stress during the purchase of her new merchandiseOur records indicate that this customer took successful delivery of the following items: -Dining room set ($599.00) - Sectional ($999.00) -Rustic Wine Rack ($399.00) The pricing of the items listed above is equal to $ The delivery fee that is associated with this price point and amount of merchandise is $This customer’s original sales invoice depicts that she was charged $for a delivery fee, as the bed was never delivered I do agree that the customer is owed the difference between the two delivery fee pricing points which is $ As a form of further apology for the stress we caused this customer Bobs Discount Furniture will provide a refund of an additional $ to this customer’s original method of paymentThe total and final offer for compensation that we can make is $ Please know that refunding monies to a customer as a form of apology is our extreme effort to apply courtesy and care for our failures because this offer is above and beyond our operating proceduresIf our customer is accepting of this offer please ask her to close this claim as satisfactory; I will process the paperwork on the same day and ask that our Bobs retail location reach out to her to verify the full credit card number used on her original sale in order to completely process the payment Thank you, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the Acceptance Now Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly We would not be able to offer to give the customer free merchandise We are aware that while the customer was in the store, the store management in an extreme effort to make it right for this customer, offered to waive the delivery fee that was charged as part of the [redacted] contract This is not something that we offer to our customer’s The delivery fee savings of $plus the gift card of $is far above our policy, we would not be able to offer any additional compensation Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison