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
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 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
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
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- 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
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
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 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]
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 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
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
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
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
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] ***
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 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, size="3">We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the right side of the page via page number two (2) of the terms and conditions PRODUCT SPECIFIC COVERAGE: FABRIC: b) [redacted] Standard – Basic coverage plus grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polishLipstick, crayon and ballpoint pen ink marks totaling more than inches in length are considered preventable and will not be covered We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the marker damageAs stated in the terms and conditions [redacted] ’s rule is that any stain from ink over inches is considered preventableRegretfully if this inspection indicates stains inches in length (or larger) exist we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Ottoman - Picture that clearly shows the entire facing surface of the ottoman - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company The customer may have confused “No Interest for Months” with no payments for months I have included the flyer which clearly explains what the customer was given Thank you for allowing us to help rectify the confusion My Bob’s Card provided by [redacted] · Months special financing from the date of delivery on any purchase of $or more! · Months special financing from the date of delivery on any purchase of $or more! · Upon Credit Approval you will receive an available revolving credit line you can use immediately · Use your Bob's Credit to Finance purchases Online and In Store · Finance Stocked Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof Plus Protection! · No Money Down · Minimum Monthly Payments Required · To APPLY NOW, click the link below and follow the easy step-by-step instructions! No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional Plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months *The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional periodFor new accounts, the APR for Purchases is 28.99%If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-#### No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months **The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period For new accounts, the APR for Purchases is 28.99%.If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-####
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
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 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
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
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- 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
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
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 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]
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 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
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
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
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
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] ***
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 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, size="3">We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the right side of the page via page number two (2) of the terms and conditions PRODUCT SPECIFIC COVERAGE: FABRIC: b) [redacted] Standard – Basic coverage plus grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polishLipstick, crayon and ballpoint pen ink marks totaling more than inches in length are considered preventable and will not be covered We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the marker damageAs stated in the terms and conditions [redacted] ’s rule is that any stain from ink over inches is considered preventableRegretfully if this inspection indicates stains inches in length (or larger) exist we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Ottoman - Picture that clearly shows the entire facing surface of the ottoman - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company The customer may have confused “No Interest for Months” with no payments for months I have included the flyer which clearly explains what the customer was given Thank you for allowing us to help rectify the confusion My Bob’s Card provided by [redacted] · Months special financing from the date of delivery on any purchase of $or more! · Months special financing from the date of delivery on any purchase of $or more! · Upon Credit Approval you will receive an available revolving credit line you can use immediately · Use your Bob's Credit to Finance purchases Online and In Store · Finance Stocked Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof Plus Protection! · No Money Down · Minimum Monthly Payments Required · To APPLY NOW, click the link below and follow the easy step-by-step instructions! No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional Plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months *The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional periodFor new accounts, the APR for Purchases is 28.99%If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-#### No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months **The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period For new accounts, the APR for Purchases is 28.99%.If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-####