Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you have been having difficulty getting your concerns properly
addressed and I apologize further that you feel the service you have received has
been insincere and unsympatheticI can assure that having been our Customer
Care Department Trainer for several years, we genuinely do care and wish to
solve every concern any customer has
Our
Goof Proof Protection Plans are extremely valuable protection plans when used
within the appropriate guidelines and we continually find more successful
results with customers who have purchased these plans verses customers who have
not purchased the additional protectionIt is never our intention to simply
deny a customer a resolution for their concern and I apologize that you have received
such a lack of appropriate attention towards your complaint
While
I understand that you do not want to spend any more of your valuable time on
this concern I am unable to properly located your (your sisters?) account with
the information you have provided meI did locate an account by address that I
think may be your sisters, is her first name ***? I really do have a vested
interest in helping you resolve the concerns with these chairs and I appreciate
you bringing the obvious coaching needs we have to my direct attentionWould
you please respond to me with your sister’s full name, telephone number she
used for this purchase, sales order number, or delivery address so I can verify
that I am offering the correct customer resolution? If I may, I would also
suggest that you attach pictures of the chairs and their concerns to your
response so I can review these damages with my Service Management TeamIf a
service technician has already been to your sister’s home we can work off of
his report, however with pictures I can most likely have a direct answer for
you with 1-days of you sending them in
Thank
you for your time and I apologize again that you have been so disappointed by us;
I only wish to make this right for you ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:Although I was offered my own $plus tax back as a creditI had to stress my frustrations on the phone for over an hour on at least calls to even be offered an additional $towards a new bedThat offer was given because of me stressing about the money I did not have to put towards a new bedI also felt it is NOT my responsibility to add money to fix an issue that isn't any fault of mineFurthermore Bobs discount furniture does not have any beds to my liking that my credit can affordLast but not least, what consumer would feel ok with spending more money in a place that already gave them a defective product ????
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have endured such a disappointing delivery
and *** *** experience while we worked to correct our product failureI
acknowledge why you are seeking a monetary refund on the price of your
nightstand however the fact remains that your nightstand has been received in
good conditionBobs Discount Furniture prides itself on providing our customer’s
with the best merchandise possible for the price point and in the event of a
failure that negatively impacts our customer we seek to make that failure
rightYou entered into an agreement with us for a nightstand you selected from
our showroom and a delivery of that product in good conditionThat original
agreement has now been met and you have been offered various avenues of further
apology on top of us correcting our mistake
While I acknowledge your feelings of frustration and take responsibility
for those feelings, I believe it is unreasonable to expect any business to
provide any customer with factory fresh product and a 100% discount on the
purchase price of that product
As a further form of apology to you we can refund the full
amount you paid for the delivery fee associated with this purchaseI do feel
that this offer is above and beyond for several reasonsThe rest of your
merchandise was delivered in good condition during your first delivery and we
are continually working to upgrade our offers of further apology to meet your
satisfactionI do hope that you can understand our position as a business and
I apologize again that we have left you feeling so uncared for
If you would like to accept this final offer for
compensation you may write to me through this Revdex.com channel or you can contact
our *** *** Department at ###-###-####
Kind Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because:
Bob's should have sent us the full amount in a check of $and not a partial paymentWhen we called the Bobs in *** inquiring where the rest of the payment was, the store managers told us that we needed to contact *** *** for the rest of the money, that they had nothing to do with itI refuse to wait days for a check from Bob's to make the "payment" to *** *** that is due shortlyI am not taking my own money to make a payment to *** *** when Bobs should directly send them the check to cover this "over credit," as this was a mistake on their endChristmas was last week, we cannot afford to send $to *** *** to make a payment that was a Bobs mistake and then wait over two weeks to be reimbursedThis claim is not closed on their end as far as they are concerned because this was their mistake and not ours to correctThe furniture was all rejected in the first week of September and we are now in the first week of January still dealing with thisI will not jeopardize our credit score because Bob's feels that their job is done and we shouldn't have cashed a check from *** ***, that we were told to request from themThe store managers completely messed up this entire transaction and this situation is still being put in our lapWe work full time jobs and do not have time for this sort of nonsense.
Sincerely,
*** *** **
I will NEVER buy anything from this place againI bought a couch in January and it had a bad defectNo big deal figured I'd let them make it rightI took off of work for the day they delivered my replacement, which they didn't inspect until they got to my front door only to find out the replacement had the same defectSo they rescheduled for weeks after that dateThis time they come to replace the couch and leave a hole in my wallI called customer service to complain and the guy said someone will reach out to me and he notated the accountBeen a week and no one has reached outIt's painfully obvious this company doesn't care about its customersSave yourself the trouble and avoid bobs
Good
Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that it has taken me several days to respond to this complaintOur
records reflect that on we created a part order for this customer
containing the three seat cores she is referring toThese seats are expected
to arrive to the customer around the beginning of June Please let me know
if any other follow up is needed on this claim
Thank
you,
*** * ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furnitureI also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection planAs I was not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming themThe *** *** Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price pointThe simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond use)
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘page handout’
regarding the *** *** ProtectionYour sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘*** ***’, as its name depicts, offers coverage against one time
accidental damage occurrences
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery chargeWe will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the *** *** Plan as you allege this being sold to you in an inappropriate
manner
Please let me know how if you
would like to accept the refund of $by responding to me via this Revdex.com channel
I apologize to you again for any frustration we have caused you
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I’m sorry to hear that you experienced any further failures from
our company and I apologize again that your refund from the ‘Acceptance Now’
company took so long for you to receive back
I completely understand your reasons for posting about your
negative experiences via the Revdex.com website and I truly wish I could undo what has
been done to cause us to loose your trust If we ever do get the chance to serve you again
please feel welcome to reach out to me directly by email at ***
and I will personally do everything in my power to make sure that your
scheduled delivery goes according to plan
Sincerely,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">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 *** that Bobs Discount
Furniture does care about his concern
I have just finished speaking with ***, from our
Acceptance Now *** ** desk; she has informed me that her company has
already submitted a settlement offer to this customer*** was very shocked
to learn of the Revdex.com complaint because she indicated that *** has not
made contact with them to discuss the already offered resolutionWhile I absolutely
do not intend to pass ***’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 *** 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*** is currently awaiting
***’s phone call to discuss the settlement offer that is open to
resolve this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
HelloThis is an update in regard to complaint #*** for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe
attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution. The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, *** ***
Good Morning Mrs***,
I apologize the furniture has failed to meet your quality expectationsOur records indicate that the sofa and loveseat purchased by your children in 2010, was advertised as 100% bonded leatherBonded leather is essentially strips of genuine leather
bonded together to form larger pieces; With use, it is possible that the leather may showcase cracking and peelingThe manufacturer warranty associated with this merchandise was effective for one year, beginning from the date of delivery
***/goof proof is designed to provide coverage against most common types of in home accidental damageWhen you contacted *** on, May 19, you reported that after sitting on the sofa, you noticed that the leather began cracking and peeling; Since an accident was not reported, your claim was denied
Bob's Discount Furniture appreciates your business and promises to stand behind our furniture, even after the expiration of the manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for store credit minus a 50% usage fee; the total available store credit will be $and you will be responsible for deliveryUnfortunately, parts are not available
It is our hope that you understand our position and find our offer fair
Sincerely
*** ***
Good Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very sorry that this
miscommunication has caused this customer distress. I can understand why they feel that they are
entitled to be compensated. The new
purchase should have brought them comfort and the issues they encountered took
the fun out of it.
I have set up for the portion of your
sales order that you charged on your Mastercard to be refunded to you, please
call the store with that credit card in hand and the store will complete the
refund process, as we do not have access to the credit card number. Please call ###-###-#### when Bob starts
talking, hit and let the store know you need to add your credit card number
to credit *** in the amount of $
That leaves part of the delivery fee still to refund;
I have set up for a gift card to be emailed to you at the address on this
complaint. An ECard will be sent to you
in the amount of $20. Please allow three
to five days for processing.
I am sorry that this happened, I hope you will
accept this compensation as our apology
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
May and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. Per the *** *** *** handout and the
*** warranty card, pet damage from bodily fluids is covered. That is the only pet damage that is covered
by ***. Damage from a pet’s nails
or teeth is considered preventable
While this is not a manufacturing defect and does not fall
under the Bob’s umbrella of coverage, we are willing to offer the customer a
courtesy part order for the casing on the seat.
If this customer would like to accept please confirm that it is the
sleeper sofa seat cushion, we do have parts available for that piece. Once I receive that confirmation, I will
create the part order. The casing will be sent to the address on this
complaint. The part is ordered directly
from the manufacturer and does have a approximate weeks ship time
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would prefer for the delivery team to leave the drawer at my garage door, since I am in/out most of the time Thank you for your quick response
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and provided her with my
sincerest apologies for the poor experience she has outlined and the disappointment
she has with the product she purchased from us
I also provided *** with two options for resolution and she
has agreed to call me back directly after taking some time to discuss these
with her husband
Option #1:
We will authorize an even exchange of the items (Reclining
Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one
time replacement under the *** *** Plan
-Or-
Option #2:
We will provide *** with a store credit to return to our
showroom and select a different set that will offer her more satisfactionThe
store credit would be made up of 80% credit on the price of the merchandise
(Reclining Sofa and Recliner), 100% credit on the cost of the *** *** Plan,
and any applicable sales tax based on laws in the state of **Acceptance of
this option also guarantees that we will cover the cost of delivering the newly
selected merchandise
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I bought a mattress and box spring ($700.00) from Bob's Discount Furniture in February of The mattress began sagging in the middle after about months In August I reported it, they sent a tech out and he measured it at one and one half inch sag They told me they would replace it I paid an extra $to get an upgrade in August It is now March of 2016, months later, and this mattress also has developed a one and one half inch sag They have told me that they will not refund my money because I didn't report it within days! The Mattress Satisfaction Policy states: "If you are unhappy with the comfort of your mattress having AFTER having slept on it for thirty (30) days, please call our Customer Service ..........If you do not re-elect another mattress, we will refund the full purchase price less our prevailing delivery fee." The mattress I purchased was comfortable for 2-months before it started to sag The tech told me today that it is a manufacturer's defect I understood that the mattress was guaranteed for one year Lokking closely at it this morning after taking off the waterproof mattress cover, I see many little defects in the mattress cover itself and believe that it is a "second or factory defect" I asked Josh at Customer Service if he would get another mattress for them His reply, "I understand your frustration, but we can't refund your money!"
Complaint: ***
I am rejecting this response because:
Once again bobs furniture is being very dishonest and
further twisting this story in their favorThe technician did in fact wait
several minutes, because he arrived before the scheduled time so there is no
need to try and use that like I did something wrongAnd as far as what I said
to “***” when he arrived, that’s laughable
to say that is the way I greeted himI distinctly remember talking about his
timely arrival, and that is absolutely a lie that I said thatI was not coercing
him into lying about the bed, I was asking to write exactly what he was telling
me about the bed, that it was factory defect and no wear and tear could
cause that, which to reiterate, he told me multiple times in multiple fashions
(bent pole, metal being bent and loosening up, post being loose from an untighten
able bolt)And to say that the technician didn’t warm me about Bobs is absolutely
a lie, they can’t stand behind their warranty or they outside hired technicians
And furthermore, you are once again lying about the
situationThe technician certainly did not try and leave my house as quickly
as possible, because he was petting and playing with my new puppy dogHe said
he also has German Shepherd dogs and was telling me all about themHe was
telling me about how to treat them, even telling me about getting some kind of
liability for the dog, so you can not try and say he was in a rushHe was also
taking pictures and telling me how he wanted to show his wife them cause she
would like the dog, so clearly not in a rushI believe his last words to me
were, “im going to help you out as much as I can buddy.” Which was also a lie
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Bob's discount furniture to date has not refunded me all of the money that they ow me
Their customer service department is not customer friendly and they give you the run around
To date the merchant still ows me $that they refuse to credit me
Please assist me in recuperating my funds from this merchant
Sincerely,
*** ***
Good Afternoon Revdex.com,
We understand that this customer is extremely upset by this issue
""> We must stress however that the details are
misrepresented in this complaint.
We reached out to every customer that had delivery from
a single lot of mattresses. We had been
informed by the shipping company that they had located mold in the container
that the lot was transported in. The
mattresses in this container were individually wrapped, boxed and the boxes
shrink wrapped again. No mold was found
on our boxes or mattresses. We reached
out to each customer and offered to exchange the mattress as a precaution only
This customer has been in constant contact with Bob’s
Supervisors. We set up the credit and
offered to pickup what was in the home because they didn’t want to wait. The customer then changed their mind and
wanted to go reselect first, so they would not be without merchandise. They have changed their minds several times
on what they would like to do and when. We
were informed of the possible issue on the customer was called the same
day, the credit was set up. The customer
requested we credit them for the foundations, the pillows, the mattress
protector as well as the mattress. We
agreed as a courtesy to include everything the customer had asked for. The customer then went to the store and
selected other merchandise and asked us to cover the difference for the new
merchandise that was more expensive. We set
up the credit for that as well
At this time the exchange is set for today
8.18.16. We hope to have this situation
resolved for the customer today.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Here is a summary of my entire traumatic encounter with Bob’s Discount FurnitureEvent 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/through Sales Associate Pamela K*** for the following items:
a) *** *** – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) *** – Recliner Sofa and Love Seat
Paid $for all thisThe Delivery was scheduled on 12/30/This was the only pleasant experienceEvent 2: On 12/30/2016, when the delivery guys came with the above mentioned items the following things were missing / damaged / not functional:
a) The Post for the Queen bed was missing
b) There was only slates and the support legs instead of slates and support legs so the Slates and support legs for the Slates were incompletec) The Fourth drawer from the Top (2nd from the bottom) was broken in the Chest Drawer
d) The Recliners were not functional, the right side of the sofa was reclining, whereas the left was not recliningIn the Love seat the buttons for the headrest were not functionalI immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things backPlease note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGSI DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACKTHEY JUST LEFT, while I and my wife were still talking to the Ce whom they had connected us toCe told that all these things will be taken care of on 01/04/when the new delivery team will comeThere was no mention of a service agentThe Ce assured us that on 01/04/2017,
a) The missing post and the slates with the support legs will be sent
b) The broken drawer will be replaced
c) The recliners will be taken look at and if it is still not functional, the team on 01/04/will take it backEvent 3: On 01/04/2017, the Second Delivery Team arrives only with the missing PostThe did not have the slates or the support legs to complete the bedThe also had absolutely no idea about the broken drawerThey were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properlyThey were able to fix that atleastWe told them also to take back the Bed as it was not complete and without the Slates we cannot even sleep on it and the Chest Drawer was brokenSo they connected me again to the Ce and left without taking my signature as I had refused it till I completed the talk with Customer CareThe Ce person was initially courteous but when I told them that I do not want incomplete order of my furniture, was rude enough to tell me that regardless of my signing or not signing the delivery, since the merchandise is lying at my home, I am responsible for itI don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instanceWe asked to speak to the supervisorAfter a wait of mins, I was transferred to the Supervisor/ Manager named DanDuring this conversation I was assured that another Service Engineer will be coming in the afternoon and that he will have the Slates and the Support legs to fix the bedHe indicated he would order for me a replacement drawer for the broken Chest DrawerEvent 4: I call the local Woodbridge store to talk to Pamela but she is not in so Wendy from their office connects me to Customer Care again and I speak to Peter who tells me that the drawer was not ordered but that a service agent is on his way and that whatever issues are there they will be addressed by the service agentEvent 5: A service guy arrives at around pm on 01/04/2016, with absolutely nothingHe sees the bed and empathizes with usHe tells us that Bobs does not give them any missing part so he cannot do much but try his best to help usSince the drawer is new and broken, he suggested that a replacement will have to be orderedHe also told us that he had the wrong information of our bed (i.e King, whereas our was Queen size bed)He had one King size slate in his truck and a non-matching support leg so he cut the king size into queen size and with whatever ONE old support leg he had in his bagHe just put it for us TEMPORARILY to sleepHe clearly told us that since it is not of the perfect size, it will not hold the bed good for longSo again I was connected to Customer Care and after a good 30-minutes of help by a very pleasant Customer Care person I was assured of the following things:
a)On 01/06/2017, the service engineer will come with new slates and support legs and fix itShe indicated that she will send more slates and support legs just so that we are assured that the bed will be strongb) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawerThis had somewhat soothed our frustration but we (my wife and I) wanted to just go and talk to the Store and tell them about our horrid experienceEvent 6: We went to the local Woodbridge Store and spoke to Pamela and the Manager (Todd) who indicated that they can’t do much once the order leaves from the storeTodd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheetI emphasized that I had not signed a single delivery sheet and he was apologeticTodd has offered us to take out the delivery charge but this is not what we are looking forHe empathizes with us and tries to take the delivery charge but the system freezes so he indicates that he will send me an email with an invoice that clearly shows delivery charge was taken offWe leave the store and then get a call from Todd that the system will not allow him to take the delivery charge off and so he will work to send me a gift card of the same amountI told him I don’t care about the gift card but just want the situation to be resolvedEvent 7: Service Engineer arrives on 01/06/without any slates or support legs and tells us that he cannot do anything and that we will get a call from customer care after he leaves and he too leaves without addressing the issue at hand—unfixed bedWe are not amused any moreWe paid $4,500, took three days off from work to get the delivery and service from agents and yet no resolution to our bed and the chestOur bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can useIts beyond frustratingEvent On 1/6/after getting another run down, my wife and I decide to contact HeadquartersWe write description (Event through 7) to three Business Management Executives (Nicole T*** Tiffany L*** and Tracy S***) listed on Revdex.com and note the following: So now I am writing to you today and asking for your interventionIn summary, even after paying $4, and going through numerous deliveries, service agent visits and calls with customer care and days off from work we are still awaiting:
a) The slates and the support legs so that I and my wife can sleep on the useless queen bed lying in my Master bedroom
b) The brand new *** *** Chest Drawer to replace the Chest with a broken drawer
Please note that we expect these issues to be resolved in only one visit, as I do not have any more days off from work that I can waste running behind your service agents and delivery people (as you may acknowledge taking off days from work also costs money)Either please get the whole issue resolved or ask people in your company to take back the useless furniture from our homeAll this has left us angry, frustrated and emotionally exhaustedWe have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and familyIn addition to disputing the transaction with our credit card company, we are also strongly considering a legal course if this is not resolved to our satisfaction in the next two weeksThe hard earned money that we spent deserves a high quality useable product and serviceAfter paying $4,and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor serviceWe desperately await a response from the higher authorities such as you at Bob's since none of the people who we have talked to so far have been able to address our issues and have been passing us like a ball to each otherThis is not what we expect and or deserve(Note: Immediately got an out of office reply from Tracy S***)
Event On 1/7/at 8:am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #***) who indicates that she is not a regular Customer Care person and can really work to resolve our issuesShe assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/per my convenienceShe also mentions on her own that we will be compensated for our time ( I did not bring it up) but will require me to call them after the new delivery has been madeI emphasize to Ellie that I am not going to call and that I expect them to reach out to meI had too many run arounds and I am not willing to spend any more time chasing the companyShe assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning deliveryI decide to give this one more tryEvent On 1/10/2017, we receive the delivery teamThe delivery team has the new drawer but I am informed by them that it has scratches and am asked if I am willing to accept itI say no because I paid for new furniture--not scratched furnitureThe delivery team also informs me that they have rails but no slatsAgain, the bed cannot be finished because it needs slats not railsThe delivery personnel calls Customer Care and now I speak to Aaron (agent 355) who apologizes and indicates that he can reorder the whole bed and the chestI have no faith left and decide that there is no point in arguing with Aaron so I go through the motions and schedule a delivery for 1/I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with herEvent 12: An hour later I get an email from Tracy S*** (one of the three Executives who we wrote to)Here is what her email said:
Good Morning,
I am very sorry for my delay in responding to you, first I have been out of the office for the past few days and am just getting back into my email nowI have taken some time to read through your email and your account I am very sorry for the continued issues, lack of communication and failures While it is not our procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the procedureWith the addition of the failure today, I believe the best course of action is to pick up for a refund I do not see any note of any issue with the *** Living Room set Would you like to keep that set in the home? I would still offer to refund the entire delivery fee as a courtesy, even if you choose to keep some of the deliveryPlease advise if you would like the bedroom set picked up for a refund or you would prefer a different course of action We can offer a reselection or the pending exchange and then compensationI plan to be in the office today until If you would prefer to speak on the phone, please advise, I am afraid my voice is still not completely back but I certainly can call if you preferI write back to her:
Tracy,
Please call me between noon and pmIf that doesnt work for you, please indicate time frames that work for you and you can call per your and my availabilityJust as a point of clarification, even if you are offering me a full refund for the bedroom furniture along with the delivery as I dont think I want to retain this broken bedroom furniture set, think about the days of inconvenience, days time taken off from work and the physical and emotional exhaustion that we went through when you offer me compensation--please dont low ball me and make further fun of my entire situationI am not trying to seek out money for the sake of sticking it to Bob's but I did get rid of my entire previous bedroom furniture set and have been sleeping on the floorI am strongly considering all options including legal after another failure today and I am sure we both dont want to go through itThanks
Event Tracy calls meWe discuss the refund on the bedroom set, delivery fee and ***She indicates that I also have a $store credit from ToddI tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store creditAnyways, we discuss the refund processIt is going to require me to call themThats Ok I said--I understand credit card privacy et alWe talk about compensation--she mentions the $store credit as compensationI refer her to my email--all the days of inconvenience, frustration, days off from work etcI told her that her offer was akin to making fun of meShe indicates this is the best she can do for meI sincerely indicate that I am open to taking all options including legal as I am not sure Bob's is really serious about compensating me for my days of traumatic filled incidentI am not out there to get money and stick to Bob's but a $store credit is definitely a slap in my face after all I have gone throughTracy reinforces her offerI decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise backThe bedroom furniture is scheduled to be returned 1/12/So that is my entire experience in a nutshellI am definitely not going to Bob's ever againNot gonna advise anyone to go there again and if you do please be ready for such an encounterAlso, I will be looking for legal options--days of sleeping on the floor, living in messy bedroom, taking time off from work and dealing with Bob's has me definitely taking a drastic step I have never taken beforeThese guys need be taught a lesson in human decency and cannot get away with treating customers this way
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you have been having difficulty getting your concerns properly
addressed and I apologize further that you feel the service you have received has
been insincere and unsympatheticI can assure that having been our Customer
Care Department Trainer for several years, we genuinely do care and wish to
solve every concern any customer has
Our
Goof Proof Protection Plans are extremely valuable protection plans when used
within the appropriate guidelines and we continually find more successful
results with customers who have purchased these plans verses customers who have
not purchased the additional protectionIt is never our intention to simply
deny a customer a resolution for their concern and I apologize that you have received
such a lack of appropriate attention towards your complaint
While
I understand that you do not want to spend any more of your valuable time on
this concern I am unable to properly located your (your sisters?) account with
the information you have provided meI did locate an account by address that I
think may be your sisters, is her first name ***? I really do have a vested
interest in helping you resolve the concerns with these chairs and I appreciate
you bringing the obvious coaching needs we have to my direct attentionWould
you please respond to me with your sister’s full name, telephone number she
used for this purchase, sales order number, or delivery address so I can verify
that I am offering the correct customer resolution? If I may, I would also
suggest that you attach pictures of the chairs and their concerns to your
response so I can review these damages with my Service Management TeamIf a
service technician has already been to your sister’s home we can work off of
his report, however with pictures I can most likely have a direct answer for
you with 1-days of you sending them in
Thank
you for your time and I apologize again that you have been so disappointed by us;
I only wish to make this right for you ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:Although I was offered my own $plus tax back as a creditI had to stress my frustrations on the phone for over an hour on at least calls to even be offered an additional $towards a new bedThat offer was given because of me stressing about the money I did not have to put towards a new bedI also felt it is NOT my responsibility to add money to fix an issue that isn't any fault of mineFurthermore Bobs discount furniture does not have any beds to my liking that my credit can affordLast but not least, what consumer would feel ok with spending more money in a place that already gave them a defective product ????
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have endured such a disappointing delivery
and *** *** experience while we worked to correct our product failureI
acknowledge why you are seeking a monetary refund on the price of your
nightstand however the fact remains that your nightstand has been received in
good conditionBobs Discount Furniture prides itself on providing our customer’s
with the best merchandise possible for the price point and in the event of a
failure that negatively impacts our customer we seek to make that failure
rightYou entered into an agreement with us for a nightstand you selected from
our showroom and a delivery of that product in good conditionThat original
agreement has now been met and you have been offered various avenues of further
apology on top of us correcting our mistake
While I acknowledge your feelings of frustration and take responsibility
for those feelings, I believe it is unreasonable to expect any business to
provide any customer with factory fresh product and a 100% discount on the
purchase price of that product
As a further form of apology to you we can refund the full
amount you paid for the delivery fee associated with this purchaseI do feel
that this offer is above and beyond for several reasonsThe rest of your
merchandise was delivered in good condition during your first delivery and we
are continually working to upgrade our offers of further apology to meet your
satisfactionI do hope that you can understand our position as a business and
I apologize again that we have left you feeling so uncared for
If you would like to accept this final offer for
compensation you may write to me through this Revdex.com channel or you can contact
our *** *** Department at ###-###-####
Kind Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because:
Bob's should have sent us the full amount in a check of $and not a partial paymentWhen we called the Bobs in *** inquiring where the rest of the payment was, the store managers told us that we needed to contact *** *** for the rest of the money, that they had nothing to do with itI refuse to wait days for a check from Bob's to make the "payment" to *** *** that is due shortlyI am not taking my own money to make a payment to *** *** when Bobs should directly send them the check to cover this "over credit," as this was a mistake on their endChristmas was last week, we cannot afford to send $to *** *** to make a payment that was a Bobs mistake and then wait over two weeks to be reimbursedThis claim is not closed on their end as far as they are concerned because this was their mistake and not ours to correctThe furniture was all rejected in the first week of September and we are now in the first week of January still dealing with thisI will not jeopardize our credit score because Bob's feels that their job is done and we shouldn't have cashed a check from *** ***, that we were told to request from themThe store managers completely messed up this entire transaction and this situation is still being put in our lapWe work full time jobs and do not have time for this sort of nonsense.
Sincerely,
*** *** **
I will NEVER buy anything from this place againI bought a couch in January and it had a bad defectNo big deal figured I'd let them make it rightI took off of work for the day they delivered my replacement, which they didn't inspect until they got to my front door only to find out the replacement had the same defectSo they rescheduled for weeks after that dateThis time they come to replace the couch and leave a hole in my wallI called customer service to complain and the guy said someone will reach out to me and he notated the accountBeen a week and no one has reached outIt's painfully obvious this company doesn't care about its customersSave yourself the trouble and avoid bobs
Good
Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that it has taken me several days to respond to this complaintOur
records reflect that on we created a part order for this customer
containing the three seat cores she is referring toThese seats are expected
to arrive to the customer around the beginning of June Please let me know
if any other follow up is needed on this claim
Thank
you,
*** * ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furnitureI also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection planAs I was not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming themThe *** *** Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price pointThe simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond use)
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘page handout’
regarding the *** *** ProtectionYour sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘*** ***’, as its name depicts, offers coverage against one time
accidental damage occurrences
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery chargeWe will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the *** *** Plan as you allege this being sold to you in an inappropriate
manner
Please let me know how if you
would like to accept the refund of $by responding to me via this Revdex.com channel
I apologize to you again for any frustration we have caused you
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I’m sorry to hear that you experienced any further failures from
our company and I apologize again that your refund from the ‘Acceptance Now’
company took so long for you to receive back
I completely understand your reasons for posting about your
negative experiences via the Revdex.com website and I truly wish I could undo what has
been done to cause us to loose your trust If we ever do get the chance to serve you again
please feel welcome to reach out to me directly by email at ***
and I will personally do everything in my power to make sure that your
scheduled delivery goes according to plan
Sincerely,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">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 *** that Bobs Discount
Furniture does care about his concern
I have just finished speaking with ***, from our
Acceptance Now *** ** desk; she has informed me that her company has
already submitted a settlement offer to this customer*** was very shocked
to learn of the Revdex.com complaint because she indicated that *** has not
made contact with them to discuss the already offered resolutionWhile I absolutely
do not intend to pass ***’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 *** 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*** is currently awaiting
***’s phone call to discuss the settlement offer that is open to
resolve this concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
HelloThis is an update in regard to complaint #*** for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe
attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution. The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, *** ***
Good Morning Mrs***,
I apologize the furniture has failed to meet your quality expectationsOur records indicate that the sofa and loveseat purchased by your children in 2010, was advertised as 100% bonded leatherBonded leather is essentially strips of genuine leather
bonded together to form larger pieces; With use, it is possible that the leather may showcase cracking and peelingThe manufacturer warranty associated with this merchandise was effective for one year, beginning from the date of delivery
***/goof proof is designed to provide coverage against most common types of in home accidental damageWhen you contacted *** on, May 19, you reported that after sitting on the sofa, you noticed that the leather began cracking and peeling; Since an accident was not reported, your claim was denied
Bob's Discount Furniture appreciates your business and promises to stand behind our furniture, even after the expiration of the manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for store credit minus a 50% usage fee; the total available store credit will be $and you will be responsible for deliveryUnfortunately, parts are not available
It is our hope that you understand our position and find our offer fair
Sincerely
*** ***
Good Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very sorry that this
miscommunication has caused this customer distress. I can understand why they feel that they are
entitled to be compensated. The new
purchase should have brought them comfort and the issues they encountered took
the fun out of it.
I have set up for the portion of your
sales order that you charged on your Mastercard to be refunded to you, please
call the store with that credit card in hand and the store will complete the
refund process, as we do not have access to the credit card number. Please call ###-###-#### when Bob starts
talking, hit and let the store know you need to add your credit card number
to credit *** in the amount of $
That leaves part of the delivery fee still to refund;
I have set up for a gift card to be emailed to you at the address on this
complaint. An ECard will be sent to you
in the amount of $20. Please allow three
to five days for processing.
I am sorry that this happened, I hope you will
accept this compensation as our apology
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
May and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise. Per the *** *** *** handout and the
*** warranty card, pet damage from bodily fluids is covered. That is the only pet damage that is covered
by ***. Damage from a pet’s nails
or teeth is considered preventable
While this is not a manufacturing defect and does not fall
under the Bob’s umbrella of coverage, we are willing to offer the customer a
courtesy part order for the casing on the seat.
If this customer would like to accept please confirm that it is the
sleeper sofa seat cushion, we do have parts available for that piece. Once I receive that confirmation, I will
create the part order. The casing will be sent to the address on this
complaint. The part is ordered directly
from the manufacturer and does have a approximate weeks ship time
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would prefer for the delivery team to leave the drawer at my garage door, since I am in/out most of the time Thank you for your quick response
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and provided her with my
sincerest apologies for the poor experience she has outlined and the disappointment
she has with the product she purchased from us
I also provided *** with two options for resolution and she
has agreed to call me back directly after taking some time to discuss these
with her husband
Option #1:
We will authorize an even exchange of the items (Reclining
Sofa and Recliner)Acceptance of this option will fulfill the agreement of a one
time replacement under the *** *** Plan
-Or-
Option #2:
We will provide *** with a store credit to return to our
showroom and select a different set that will offer her more satisfactionThe
store credit would be made up of 80% credit on the price of the merchandise
(Reclining Sofa and Recliner), 100% credit on the cost of the *** *** Plan,
and any applicable sales tax based on laws in the state of **Acceptance of
this option also guarantees that we will cover the cost of delivering the newly
selected merchandise
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I bought a mattress and box spring ($700.00) from Bob's Discount Furniture in February of The mattress began sagging in the middle after about months In August I reported it, they sent a tech out and he measured it at one and one half inch sag They told me they would replace it I paid an extra $to get an upgrade in August It is now March of 2016, months later, and this mattress also has developed a one and one half inch sag They have told me that they will not refund my money because I didn't report it within days! The Mattress Satisfaction Policy states: "If you are unhappy with the comfort of your mattress having AFTER having slept on it for thirty (30) days, please call our Customer Service ..........If you do not re-elect another mattress, we will refund the full purchase price less our prevailing delivery fee." The mattress I purchased was comfortable for 2-months before it started to sag The tech told me today that it is a manufacturer's defect I understood that the mattress was guaranteed for one year Lokking closely at it this morning after taking off the waterproof mattress cover, I see many little defects in the mattress cover itself and believe that it is a "second or factory defect" I asked Josh at Customer Service if he would get another mattress for them His reply, "I understand your frustration, but we can't refund your money!"
Complaint: ***
I am rejecting this response because:
Once again bobs furniture is being very dishonest and
further twisting this story in their favorThe technician did in fact wait
several minutes, because he arrived before the scheduled time so there is no
need to try and use that like I did something wrongAnd as far as what I said
to “***” when he arrived, that’s laughable
to say that is the way I greeted himI distinctly remember talking about his
timely arrival, and that is absolutely a lie that I said thatI was not coercing
him into lying about the bed, I was asking to write exactly what he was telling
me about the bed, that it was factory defect and no wear and tear could
cause that, which to reiterate, he told me multiple times in multiple fashions
(bent pole, metal being bent and loosening up, post being loose from an untighten
able bolt)And to say that the technician didn’t warm me about Bobs is absolutely
a lie, they can’t stand behind their warranty or they outside hired technicians
And furthermore, you are once again lying about the
situationThe technician certainly did not try and leave my house as quickly
as possible, because he was petting and playing with my new puppy dogHe said
he also has German Shepherd dogs and was telling me all about themHe was
telling me about how to treat them, even telling me about getting some kind of
liability for the dog, so you can not try and say he was in a rushHe was also
taking pictures and telling me how he wanted to show his wife them cause she
would like the dog, so clearly not in a rushI believe his last words to me
were, “im going to help you out as much as I can buddy.” Which was also a lie
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Bob's discount furniture to date has not refunded me all of the money that they ow me
Their customer service department is not customer friendly and they give you the run around
To date the merchant still ows me $that they refuse to credit me
Please assist me in recuperating my funds from this merchant
Sincerely,
*** ***
Good Afternoon Revdex.com,
We understand that this customer is extremely upset by this issue
""> We must stress however that the details are
misrepresented in this complaint.
We reached out to every customer that had delivery from
a single lot of mattresses. We had been
informed by the shipping company that they had located mold in the container
that the lot was transported in. The
mattresses in this container were individually wrapped, boxed and the boxes
shrink wrapped again. No mold was found
on our boxes or mattresses. We reached
out to each customer and offered to exchange the mattress as a precaution only
This customer has been in constant contact with Bob’s
Supervisors. We set up the credit and
offered to pickup what was in the home because they didn’t want to wait. The customer then changed their mind and
wanted to go reselect first, so they would not be without merchandise. They have changed their minds several times
on what they would like to do and when. We
were informed of the possible issue on the customer was called the same
day, the credit was set up. The customer
requested we credit them for the foundations, the pillows, the mattress
protector as well as the mattress. We
agreed as a courtesy to include everything the customer had asked for. The customer then went to the store and
selected other merchandise and asked us to cover the difference for the new
merchandise that was more expensive. We set
up the credit for that as well
At this time the exchange is set for today
8.18.16. We hope to have this situation
resolved for the customer today.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Here is a summary of my entire traumatic encounter with Bob’s Discount FurnitureEvent 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/through Sales Associate Pamela K*** for the following items:
e whom they had connected us toC
e told that all these things will be taken care of on 01/04/when the new delivery team will comeThere was no mention of a service agentThe C
e assured us that on 01/04/2017,
e and left without taking my signature as I had refused it till I completed the talk with Customer CareThe C
e person was initially courteous but when I told them that I do not want incomplete order of my furniture, was rude enough to tell me that regardless of my signing or not signing the delivery, since the merchandise is lying at my home, I am responsible for itI don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instanceWe asked to speak to the supervisorAfter a wait of mins, I was transferred to the Supervisor/ Manager named DanDuring this conversation I was assured that another Service Engineer will be coming in the afternoon and that he will have the Slates and the Support legs to fix the bedHe indicated he would order for me a replacement drawer for the broken Chest DrawerEvent 4: I call the local Woodbridge store to talk to Pamela but she is not in so Wendy from their office connects me to Customer Care again and I speak to Peter who tells me that the drawer was not ordered but that a service agent is on his way and that whatever issues are there they will be addressed by the service agentEvent 5: A service guy arrives at around pm on 01/04/2016, with absolutely nothingHe sees the bed and empathizes with usHe tells us that Bobs does not give them any missing part so he cannot do much but try his best to help usSince the drawer is new and broken, he suggested that a replacement will have to be orderedHe also told us that he had the wrong information of our bed (i.e King, whereas our was Queen size bed)He had one King size slate in his truck and a non-matching support leg so he cut the king size into queen size and with whatever ONE old support leg he had in his bagHe just put it for us TEMPORARILY to sleepHe clearly told us that since it is not of the perfect size, it will not hold the bed good for longSo again I was connected to Customer Care and after a good 30-minutes of help by a very pleasant Customer Care person I was assured of the following things:
a) *** *** – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) *** – Recliner Sofa and Love Seat
Paid $for all thisThe Delivery was scheduled on 12/30/This was the only pleasant experienceEvent 2: On 12/30/2016, when the delivery guys came with the above mentioned items the following things were missing / damaged / not functional:
a) The Post for the Queen bed was missing
b) There was only slates and the support legs instead of slates and support legs so the Slates and support legs for the Slates were incompletec) The Fourth drawer from the Top (2nd from the bottom) was broken in the Chest Drawer
d) The Recliners were not functional, the right side of the sofa was reclining, whereas the left was not recliningIn the Love seat the buttons for the headrest were not functionalI immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things backPlease note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGSI DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACKTHEY JUST LEFT, while I and my wife were still talking to the C
a) The missing post and the slates with the support legs will be sent
b) The broken drawer will be replaced
c) The recliners will be taken look at and if it is still not functional, the team on 01/04/will take it backEvent 3: On 01/04/2017, the Second Delivery Team arrives only with the missing PostThe did not have the slates or the support legs to complete the bedThe also had absolutely no idea about the broken drawerThey were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properlyThey were able to fix that atleastWe told them also to take back the Bed as it was not complete and without the Slates we cannot even sleep on it and the Chest Drawer was brokenSo they connected me again to the C
a)On 01/06/2017, the service engineer will come with new slates and support legs and fix itShe indicated that she will send more slates and support legs just so that we are assured that the bed will be strongb) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawerThis had somewhat soothed our frustration but we (my wife and I) wanted to just go and talk to the Store and tell them about our horrid experienceEvent 6: We went to the local Woodbridge Store and spoke to Pamela and the Manager (Todd) who indicated that they can’t do much once the order leaves from the storeTodd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheetI emphasized that I had not signed a single delivery sheet and he was apologeticTodd has offered us to take out the delivery charge but this is not what we are looking forHe empathizes with us and tries to take the delivery charge but the system freezes so he indicates that he will send me an email with an invoice that clearly shows delivery charge was taken offWe leave the store and then get a call from Todd that the system will not allow him to take the delivery charge off and so he will work to send me a gift card of the same amountI told him I don’t care about the gift card but just want the situation to be resolvedEvent 7: Service Engineer arrives on 01/06/without any slates or support legs and tells us that he cannot do anything and that we will get a call from customer care after he leaves and he too leaves without addressing the issue at hand—unfixed bedWe are not amused any moreWe paid $4,500, took three days off from work to get the delivery and service from agents and yet no resolution to our bed and the chestOur bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can useIts beyond frustratingEvent On 1/6/after getting another run down, my wife and I decide to contact HeadquartersWe write description (Event through 7) to three Business Management Executives (Nicole T*** Tiffany L*** and Tracy S***) listed on Revdex.com and note the following: So now I am writing to you today and asking for your interventionIn summary, even after paying $4, and going through numerous deliveries, service agent visits and calls with customer care and days off from work we are still awaiting:
a) The slates and the support legs so that I and my wife can sleep on the useless queen bed lying in my Master bedroom
b) The brand new *** *** Chest Drawer to replace the Chest with a broken drawer
Please note that we expect these issues to be resolved in only one visit, as I do not have any more days off from work that I can waste running behind your service agents and delivery people (as you may acknowledge taking off days from work also costs money)Either please get the whole issue resolved or ask people in your company to take back the useless furniture from our homeAll this has left us angry, frustrated and emotionally exhaustedWe have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and familyIn addition to disputing the transaction with our credit card company, we are also strongly considering a legal course if this is not resolved to our satisfaction in the next two weeksThe hard earned money that we spent deserves a high quality useable product and serviceAfter paying $4,and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor serviceWe desperately await a response from the higher authorities such as you at Bob's since none of the people who we have talked to so far have been able to address our issues and have been passing us like a ball to each otherThis is not what we expect and or deserve(Note: Immediately got an out of office reply from Tracy S***)
Event On 1/7/at 8:am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #***) who indicates that she is not a regular Customer Care person and can really work to resolve our issuesShe assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/per my convenienceShe also mentions on her own that we will be compensated for our time ( I did not bring it up) but will require me to call them after the new delivery has been madeI emphasize to Ellie that I am not going to call and that I expect them to reach out to meI had too many run arounds and I am not willing to spend any more time chasing the companyShe assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning deliveryI decide to give this one more tryEvent On 1/10/2017, we receive the delivery teamThe delivery team has the new drawer but I am informed by them that it has scratches and am asked if I am willing to accept itI say no because I paid for new furniture--not scratched furnitureThe delivery team also informs me that they have rails but no slatsAgain, the bed cannot be finished because it needs slats not railsThe delivery personnel calls Customer Care and now I speak to Aaron (agent 355) who apologizes and indicates that he can reorder the whole bed and the chestI have no faith left and decide that there is no point in arguing with Aaron so I go through the motions and schedule a delivery for 1/I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with herEvent 12: An hour later I get an email from Tracy S*** (one of the three Executives who we wrote to)Here is what her email said:
Good Morning,
I am very sorry for my delay in responding to you, first I have been out of the office for the past few days and am just getting back into my email nowI have taken some time to read through your email and your account I am very sorry for the continued issues, lack of communication and failures While it is not our procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the procedureWith the addition of the failure today, I believe the best course of action is to pick up for a refund I do not see any note of any issue with the *** Living Room set Would you like to keep that set in the home? I would still offer to refund the entire delivery fee as a courtesy, even if you choose to keep some of the deliveryPlease advise if you would like the bedroom set picked up for a refund or you would prefer a different course of action We can offer a reselection or the pending exchange and then compensationI plan to be in the office today until If you would prefer to speak on the phone, please advise, I am afraid my voice is still not completely back but I certainly can call if you preferI write back to her:
Tracy,
Please call me between noon and pmIf that doesnt work for you, please indicate time frames that work for you and you can call per your and my availabilityJust as a point of clarification, even if you are offering me a full refund for the bedroom furniture along with the delivery as I dont think I want to retain this broken bedroom furniture set, think about the days of inconvenience, days time taken off from work and the physical and emotional exhaustion that we went through when you offer me compensation--please dont low ball me and make further fun of my entire situationI am not trying to seek out money for the sake of sticking it to Bob's but I did get rid of my entire previous bedroom furniture set and have been sleeping on the floorI am strongly considering all options including legal after another failure today and I am sure we both dont want to go through itThanks
Event Tracy calls meWe discuss the refund on the bedroom set, delivery fee and ***She indicates that I also have a $store credit from ToddI tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store creditAnyways, we discuss the refund processIt is going to require me to call themThats Ok I said--I understand credit card privacy et alWe talk about compensation--she mentions the $store credit as compensationI refer her to my email--all the days of inconvenience, frustration, days off from work etcI told her that her offer was akin to making fun of meShe indicates this is the best she can do for meI sincerely indicate that I am open to taking all options including legal as I am not sure Bob's is really serious about compensating me for my days of traumatic filled incidentI am not out there to get money and stick to Bob's but a $store credit is definitely a slap in my face after all I have gone throughTracy reinforces her offerI decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise backThe bedroom furniture is scheduled to be returned 1/12/So that is my entire experience in a nutshellI am definitely not going to Bob's ever againNot gonna advise anyone to go there again and if you do please be ready for such an encounterAlso, I will be looking for legal options--days of sleeping on the floor, living in messy bedroom, taking time off from work and dealing with Bob's has me definitely taking a drastic step I have never taken beforeThese guys need be taught a lesson in human decency and cannot get away with treating customers this way