Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
This response is unacceptable and very disappointingI did make a phone call to Bob's (*** where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call ***This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situationI am still stuck with a broken piece of furniture costing me a lot of $$Bob's says they are unable to force another company to help us outHowever, Bob's was the one who sold us ***'s policy and promised us that accidental damages would be covered
So how is my case different from any other person who has had an accident breaking their furniture?
I have reported the damage well within the time frame (days after it happened) and the accident has occurred within the year warranty that I was promisedKindly please try to understand my situation and help me outI am not asking for any coverage that is out of the warrantyKindest Regards,
*** ***
Sincerely,
*** ***
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'm Just waiting on the money being put back into my account, hopefully it will be there soon!!!!
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am truly very sorry for the amount of frustration Mr
Rodriguez is experiencing due to the multiple delivery attempts he has been
asked to take to receive his product in the condition he expectsI fully
acknowledge the reasons why *** *** is seeking a refund and I agree that
we should work outside of our policies and make an exception to our established
company guidelines
Our refund policy is clearly listed on the second page of
*** ***’s invoice and I apologize that he had any trouble locating itIt
is nearly the first line on that page and I have copied and pasted below from
the electronic version of his sales receipt for your review:
Invoice
Number:
***
Track your
delivery onlineGo to www.mybobs.com/deliverytracker
REFUNDS AND CANCELLATIONS POLICY You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
*** *** accepted this merchandise into his possession on
Therefore, he would not be eligible for a monetary refund based on
the terms he and/or the account holder agreed to at the time of purchase
As stated above, we are willing to provide *** *** with the
option that he seeks however I feel compelled to educate *** *** that the
option he seeks will cause him the most inconvenience and that is the last
thing we want to doBy not offering *** *** a refund our customer care
team has been ensuring him the best care possibleI cite this fact because *** *** refund cannot be processed until we physically remove all products
from his home and that product has been checked back into our CT distribution
centerFactoring in processing time for his credit card company to post the monies
back to him after we have completed our end, the customer could potentially be
looking at no dining room set and no monies for weeksClearly we do not want
to force our customer’s into this predicament after they feel we have failed
them already
If *** *** would prefer we can offer him an alternate
resolution to refunding that causes less stress on himIf *** *** agrees
to keep the dining room set he has in his home (AS IS) we can provide him with
a 30% monetary refund based of the price he paid for the dining room set (we
refer to this as a concession to keep)As a courtesy to *** *** we can
keep his one year manufacturing guarantee through Bobs active on this dining
room set even though we are discounting its retail priceWe do advise that we
would not be able to warranty the already reported concerns he has had with his
current dining room setHis Bobs Guarantee would cover any additional factory
defects that may show up after months of use
Please let me know how *** *** would like to proceed as we
can offer two different options for resolution to him
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I did upload pictures as they told me to doThey just did not wanted to honor the warranty and are giving excuses by saying its a third party and warranty money can not be refunded
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Thanks for getting back to meMy last discussion was with someone there was that could order those alternative legs for meI had already went to the store and checked out the new Fremont king bed set that looked exactly like the one I hadThe legs looked exactly the same as wellI have the sku # and would like for them to be ordered pleaseArticle # *** I just need the legs to the headboard and footboard, not the slatsThey sent me slats legs last time
Any help would be very much appreciated
Sincerely
Chantay L**
Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies to this customer for these issues. We have set the paperwork for the vanity to
be exchanged and get this customer a brand new one.
I was able to speak
with our insurance partner as well. They
said they had offered to repay the customer for the cost of the damaged perfume
bottles, but the customer refused, stating they were working with the Revdex.com. We will refund the customer in the amount of
$for these two damaged bottles. The
paperwork has been created; the customer can either call the store or customer
care to schedule the exchange and to add the credit card information to the
return. Either card used on the original
sale can be refunded
We are very sorry for
the damage and the pain the glass dropping has caused the customer
Kindest Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our apologies to *** for the inconvenience
the delivery team’s negligence has caused and may continue to cause to she and
her familyWe assure *** that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly
As ***’s property claim is being handled by the trucking company
that caused the damages, *** can expect follow up from that third party and
not Bobs Discount Furniture directlyPer our contractual agreements with this
trucking company they are responsible to process resolution on their claim
prior to Bobs Discount Furniture asserting ourselves into a situation where it
is most likely unnecessary
I have sent a message on ***’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer via the telephone number
she has cited in her complaint
I was unable to reach the customer today (5.23.2014) so I
left her a voicemail with my direct phone number and I look forward to hearing
back from *** so I may help her resolve her concerns
Please let our customer know that she can also email me if
she prefers that way of communication at ***
Thank You
for the opportunity to make it right,
*** ** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Revdex.com:
We will wait until February 1, for the third delivery attempt. If it at that time, the dining room set is damaged we will contact Bob's for a full refund. If it is not damaged we will accept the offer to refund the $delivery fee. Since my family and I had to reschedule our lives at three different occasions waiting for delivery of the table we feel we should also receive at least another $off the price of the set
We will contact you on February 1st after the delivery has been made
Thank you
*** ***
Complaint: ***
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our drivewayThe delivery drivers the very next morning agreed that it was simply not possibleWhile we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claimI will send photos of the driveway if that will help
Sincerely,*** ***
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
in April and at the time of purchase the customer purchased the option of
Goof Proof Plus.
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
everyday use, misuse or abuse of the merchandise.
On every sales order reviewed and signed at time of
purchase, it does clearly state that the plan for accidental damages goes
through a company called ***. The
flyer given to every customer at time of purchase also states which company to
call for which damages. We have attached
those. *** is not a division or
part of Bob’s. It is a carrier for the
protection plan in reference to accidental damages. Any damage resulting from a single accident has
to be called into ***. Bob’s can
not act as an agent on behalf of the customer when reporting the damage.
As this damage is localized to a single area of one side
chair and there is a part available to replace this damaged piece we have
ordered that part to be shipped from the manufacturer. The manufacture does require a week ship
time. The part will be sent directly to
the customer at the address on this complaint.
Once the part is received the customer can call in for the
installation.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I truly apologize for the poor experience that our customer
had with the *** company while trying to report this concernOur records
do not indicate that this customer has made any attempt to directly reach out
to Bobs Discount Furniture for resolution prior to filing this complaintI absolutely
understand our customer’s frustrations in this scenario and maintain full
confidence that had we been provided with an opportunity to directly help our
customer we would have satisfied our customer without the need for escalation
I have contacted our customer today (7.15.2014) on the phone
number provided within this complaint to discuss the options for resolution we
have availableI had to leave a voicemail and asked that our customer contact
us back at ###-###-#### to discuss the options for resolution we have
available for the sleeper sofa frame
Complaint: ***
I am rejecting this response because:
I put that stuff in the drawers after they were already off the track and I even told your technician thatI have nothing but problems when it comes to your companyEven though I had problems before I still gave your company another chanceI will not pay for new drawersSo your also telling me that the pole in the middle of the bed sitting crooked wasn't on accident? I had to put wood glue in the hole where the screw goes to temporarily hold itThis bed falls apart more and more everydayYou are trying to cover up the horrible quality of your productsI will be sure to spread the word to everyone I know and social media about your lies and how you rob your customers by selling them an "insurance" plan that doesn't cover anythingYou will lose a lot of customers along with me who unfortunately I furnished my entire apartment with your companyI'll be sure to bring ny business to a legitimate company next time
Sincerely,
*** ***
Good
Afternoon ***,
I
apologize if my first response left you feeling unsatisfied and I do understand
what your desired settlement isI have completed extensive research in the
past days and I am truly very sorry that Bobs Discount Furniture is unable to
take responsibility for the damage you have located on your floor
We
have made you an offer of monetary compensation as an apology and I stand
behind this as a fair offer for resolution given the specific details of your
claimIn addition to my original offer, we can add $to your monetary
refund as a further form of apology for the lack of care and appropriate
service you received from our Customer Care DepartmentI have investigated the
information you have provided me in regards to our agent and I thank you for
brining these performance concerns to my attention
Please
respond and let me know if you would like to accept the monetary refund of
$
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I dont believe the $is an acceptable form of apology to make up for all of the trouble I went through and the fact that the furniture still isn't working properlyThis has been a disgusting form of customer service
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon *** ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the issues you encountered with the Goof proof planAt the time you purchased the plan, our company was converting to new retail computer software, as with most computer
upgrades there is almost always room for errorWe slowly became aware that some plans were not uploaded and/or converted to *** computer systemWhen Consumer's began to express concerns similar to yours, we immediately transmitted their proof of purchase to ***
The goof proof plan is designed to provide coverage against most common types of in home accidental damage, when properly reportedBob's Discount Furniture does not have the authority to overturn a denied claimWhile our failure to properly transmit the proof of purchase had nothing to do with your claim denial, we would like to offer you two options, (1) depending on where the rip is, we may be able to order a replacement part at no charge, (2)cancel the goof proof plan and issue a refund
Your business is appreciated and we apologize for any inconvenience we have caused you
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">As of yesterday our records reflect that our
customer received a delivery of his tables in good conditionWe are very sorry
for the amount of time that our customer had to take out of his life to finally
get this merchandise in good condition and we certainly take responsibility for
the product failures of our manufacturersWe are able to offer compensation
for our failures and not for a person’s timeBased on our customer’s poor
experience we recognize that we should work above and beyond our
procedures to make a satisfactory and fair offer for compensation
While it is not procedure to do so we can offer to
provide a monetary refund to our customer for $as an apology for our
failures during his delivery process
Please let me know if our customer will accept this offer as
I am eager to help him resolve his concerns
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good morning Revdex.com
Let me just start by saying I am disgusted by the reply from
Bob’s discount furnitureI did not purchase my living room set for more than
50% off also the set that I purchased was on their sales floor right in front
of their dinning roomThe fact that I contacted them in a week of having the
merchandise advising them that the merchandise hurt my child, which should be
safe for my homeLet me also had two months ago to be exact my mom was in the
hospital I bought her reclining chair from Sears off their sales floor the
chair was defective and Sears went above and beyond to make sure my mom had a
safe chair in her home I am not looking for a refund from Bob furniture store
however I think it’s extremely unfair for them to brush it off the fact that my
child got hurt by their product and stating that I paid less than 50% off for my
merchandise is really upsetting the set was 50% off of is 399.50 which I paid plus tax it’s unfair for them to
say there’s no warranty there’s no recourse and theirs nothing they can do
about it I contacted them within a week of having the merchandise I did not
contacted them a year later six months later or seven months later so they need
to resolve this situation the main reason why I am stressing it because I had
defective merchandise in my household which I purchased from them so why are
they trying not to do something about itStating that they offer best effort
what this effort the technician came out and all he needed to do was put the
springs back where they came fromThe fact that I told them that my daughter
got hurt they should not even have send a technician out they should’ve gave me
a credit to get something that is safer for me and my family why are they
trying to run away from this situation which is at hand that I don’t
understandNow I know for sure I will never shop at the store anymore I’ll
make sure I take my business elsewhere because I know if it was the another
company I would not have this problem I have seen thousands of complaints about
Bob’s discount furniture product and how they conduct business and now I
understand I hope they take in consideration that my child got hurt and I
reported the incident in a weekI think its only fair for them to give me
credit so I can get something safe for my family and me
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will accept the resolution
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Dear Revdex.com,
This response is unacceptable and very disappointingI did make a phone call to Bob's (*** where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call ***This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situationI am still stuck with a broken piece of furniture costing me a lot of $$Bob's says they are unable to force another company to help us outHowever, Bob's was the one who sold us ***'s policy and promised us that accidental damages would be covered
So how is my case different from any other person who has had an accident breaking their furniture?
I have reported the damage well within the time frame (days after it happened) and the accident has occurred within the year warranty that I was promisedKindly please try to understand my situation and help me outI am not asking for any coverage that is out of the warrantyKindest Regards,
*** ***
Sincerely,
*** ***
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'm Just waiting on the money being put back into my account, hopefully it will be there soon!!!!
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am truly very sorry for the amount of frustration Mr
Rodriguez is experiencing due to the multiple delivery attempts he has been
asked to take to receive his product in the condition he expectsI fully
acknowledge the reasons why *** *** is seeking a refund and I agree that
we should work outside of our policies and make an exception to our established
company guidelines
Our refund policy is clearly listed on the second page of
*** ***’s invoice and I apologize that he had any trouble locating itIt
is nearly the first line on that page and I have copied and pasted below from
the electronic version of his sales receipt for your review:
Invoice
Number:
***
Track your
delivery onlineGo to www.mybobs.com/deliverytracker
REFUNDS AND CANCELLATIONS POLICY You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
*** *** accepted this merchandise into his possession on
Therefore, he would not be eligible for a monetary refund based on
the terms he and/or the account holder agreed to at the time of purchase
As stated above, we are willing to provide *** *** with the
option that he seeks however I feel compelled to educate *** *** that the
option he seeks will cause him the most inconvenience and that is the last
thing we want to doBy not offering *** *** a refund our customer care
team has been ensuring him the best care possibleI cite this fact because *** *** refund cannot be processed until we physically remove all products
from his home and that product has been checked back into our CT distribution
centerFactoring in processing time for his credit card company to post the monies
back to him after we have completed our end, the customer could potentially be
looking at no dining room set and no monies for weeksClearly we do not want
to force our customer’s into this predicament after they feel we have failed
them already
If *** *** would prefer we can offer him an alternate
resolution to refunding that causes less stress on himIf *** *** agrees
to keep the dining room set he has in his home (AS IS) we can provide him with
a 30% monetary refund based of the price he paid for the dining room set (we
refer to this as a concession to keep)As a courtesy to *** *** we can
keep his one year manufacturing guarantee through Bobs active on this dining
room set even though we are discounting its retail priceWe do advise that we
would not be able to warranty the already reported concerns he has had with his
current dining room setHis Bobs Guarantee would cover any additional factory
defects that may show up after months of use
Please let me know how *** *** would like to proceed as we
can offer two different options for resolution to him
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I did upload pictures as they told me to doThey just did not wanted to honor the warranty and are giving excuses by saying its a third party and warranty money can not be refunded
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Thanks for getting back to meMy last discussion was with someone there was that could order those alternative legs for meI had already went to the store and checked out the new Fremont king bed set that looked exactly like the one I hadThe legs looked exactly the same as wellI have the sku # and would like for them to be ordered pleaseArticle # *** I just need the legs to the headboard and footboard, not the slatsThey sent me slats legs last time
Any help would be very much appreciated
Sincerely
Chantay L**
Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies to this customer for these issues. We have set the paperwork for the vanity to
be exchanged and get this customer a brand new one.
I was able to speak
with our insurance partner as well. They
said they had offered to repay the customer for the cost of the damaged perfume
bottles, but the customer refused, stating they were working with the Revdex.com. We will refund the customer in the amount of
$for these two damaged bottles. The
paperwork has been created; the customer can either call the store or customer
care to schedule the exchange and to add the credit card information to the
return. Either card used on the original
sale can be refunded
We are very sorry for
the damage and the pain the glass dropping has caused the customer
Kindest Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our apologies to *** for the inconvenience
the delivery team’s negligence has caused and may continue to cause to she and
her familyWe assure *** that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly
As ***’s property claim is being handled by the trucking company
that caused the damages, *** can expect follow up from that third party and
not Bobs Discount Furniture directlyPer our contractual agreements with this
trucking company they are responsible to process resolution on their claim
prior to Bobs Discount Furniture asserting ourselves into a situation where it
is most likely unnecessary
I have sent a message on ***’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer via the telephone number
she has cited in her complaint
I was unable to reach the customer today (5.23.2014) so I
left her a voicemail with my direct phone number and I look forward to hearing
back from *** so I may help her resolve her concerns
Please let our customer know that she can also email me if
she prefers that way of communication at ***
Thank You
for the opportunity to make it right,
*** ** ***
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Revdex.com:
We will wait until February 1, for the third delivery attempt. If it at that time, the dining room set is damaged we will contact Bob's for a full refund. If it is not damaged we will accept the offer to refund the $delivery fee. Since my family and I had to reschedule our lives at three different occasions waiting for delivery of the table we feel we should also receive at least another $off the price of the set
We will contact you on February 1st after the delivery has been made
Thank you
*** ***
Complaint: ***
I am rejecting this response because there is no way possible that a truck could get stuck at the end of our drivewayThe delivery drivers the very next morning agreed that it was simply not possibleWhile we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claimI will send photos of the driveway if that will help
Sincerely,*** ***
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
in April and at the time of purchase the customer purchased the option of
Goof Proof Plus.
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
everyday use, misuse or abuse of the merchandise.
On every sales order reviewed and signed at time of
purchase, it does clearly state that the plan for accidental damages goes
through a company called ***. The
flyer given to every customer at time of purchase also states which company to
call for which damages. We have attached
those. *** is not a division or
part of Bob’s. It is a carrier for the
protection plan in reference to accidental damages. Any damage resulting from a single accident has
to be called into ***. Bob’s can
not act as an agent on behalf of the customer when reporting the damage.
As this damage is localized to a single area of one side
chair and there is a part available to replace this damaged piece we have
ordered that part to be shipped from the manufacturer. The manufacture does require a week ship
time. The part will be sent directly to
the customer at the address on this complaint.
Once the part is received the customer can call in for the
installation.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I truly apologize for the poor experience that our customer
had with the *** company while trying to report this concernOur records
do not indicate that this customer has made any attempt to directly reach out
to Bobs Discount Furniture for resolution prior to filing this complaintI absolutely
understand our customer’s frustrations in this scenario and maintain full
confidence that had we been provided with an opportunity to directly help our
customer we would have satisfied our customer without the need for escalation
I have contacted our customer today (7.15.2014) on the phone
number provided within this complaint to discuss the options for resolution we
have availableI had to leave a voicemail and asked that our customer contact
us back at ###-###-#### to discuss the options for resolution we have
available for the sleeper sofa frame
Complaint: ***
I am rejecting this response because:
I put that stuff in the drawers after they were already off the track and I even told your technician thatI have nothing but problems when it comes to your companyEven though I had problems before I still gave your company another chanceI will not pay for new drawersSo your also telling me that the pole in the middle of the bed sitting crooked wasn't on accident? I had to put wood glue in the hole where the screw goes to temporarily hold itThis bed falls apart more and more everydayYou are trying to cover up the horrible quality of your productsI will be sure to spread the word to everyone I know and social media about your lies and how you rob your customers by selling them an "insurance" plan that doesn't cover anythingYou will lose a lot of customers along with me who unfortunately I furnished my entire apartment with your companyI'll be sure to bring ny business to a legitimate company next time
Sincerely,
*** ***
Good
Afternoon ***,
I
apologize if my first response left you feeling unsatisfied and I do understand
what your desired settlement isI have completed extensive research in the
past days and I am truly very sorry that Bobs Discount Furniture is unable to
take responsibility for the damage you have located on your floor
We
have made you an offer of monetary compensation as an apology and I stand
behind this as a fair offer for resolution given the specific details of your
claimIn addition to my original offer, we can add $to your monetary
refund as a further form of apology for the lack of care and appropriate
service you received from our Customer Care DepartmentI have investigated the
information you have provided me in regards to our agent and I thank you for
brining these performance concerns to my attention
Please
respond and let me know if you would like to accept the monetary refund of
$
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I dont believe the $is an acceptable form of apology to make up for all of the trouble I went through and the fact that the furniture still isn't working properlyThis has been a disgusting form of customer service
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">We apologize that this customer is so unsatisfied with our
return and cancelation policyWe try very hard each day to honor our customer’s
requests to the best of our ability while still seeking to balance the needs of
our business The second page of the
sales invoice, which is routinely signed by the consumer prior to leaving our
retail location, has clear and concise information regarding our refund and
cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’
indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we
have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is
by written and/or verbal confirmation) at the time of salePlease note that as
the power bases act as the mattress’s foundation it can also be concluded by
most third party views that we list these as not eligible for return within the
‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point
for your review)
REFUNDS
AND CANCELLATIONS POLICY
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
MATTRESS
SATISFACTION POLICY
Our goal is
to do our best to ensure that you are happy with your mattress purchaseIn the
unlikely event that your mattress has a factory defect, we will replace it
during the stated manufacturer's warranty periodIf you are unhappy with the
comfort of your mattress after having
slept on it for thirty (30) days, please call our Customer Care Center at
###-###-#### within sixty (60) days of your delivery and one of our
representatives will arrange for you to make a onetime re-selection on your
mattress onlyFoundations within the
same manufacturer are not included
in our Comfort Assurance PolicyWe will charge or credit you for any
price difference between the original and the re-selected mattressesCredits
will be issued based on the original method of payment via the guidelines
stated aboveWe will charge you our prevailing re-delivery fee to cover the
costs of delivery for the re-selected mattress and piof the original
mattressIf you do not re-select another mattress, we will refund the full
purchase price less our prevailing delivery fee
Speaking strictly on logic now, our records reflect that this
customer is seeking to return the mattresses because they are uncomfortable
The power bed bases or foundations would have no bearing on the comfort or feel
of the mattressWouldn’t the consumer benefit more by reselecting to a
mattress that they felt was more comfortable? Bobs Discount Furniture offers
the best mattress satisfaction policy industry wide
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize
to the customer again that we have no further recourse to offer relating to
this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon *** ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the issues you encountered with the Goof proof planAt the time you purchased the plan, our company was converting to new retail computer software, as with most computer
upgrades there is almost always room for errorWe slowly became aware that some plans were not uploaded and/or converted to *** computer systemWhen Consumer's began to express concerns similar to yours, we immediately transmitted their proof of purchase to ***
The goof proof plan is designed to provide coverage against most common types of in home accidental damage, when properly reportedBob's Discount Furniture does not have the authority to overturn a denied claimWhile our failure to properly transmit the proof of purchase had nothing to do with your claim denial, we would like to offer you two options, (1) depending on where the rip is, we may be able to order a replacement part at no charge, (2)cancel the goof proof plan and issue a refund
Your business is appreciated and we apologize for any inconvenience we have caused you
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">As of yesterday our records reflect that our
customer received a delivery of his tables in good conditionWe are very sorry
for the amount of time that our customer had to take out of his life to finally
get this merchandise in good condition and we certainly take responsibility for
the product failures of our manufacturersWe are able to offer compensation
for our failures and not for a person’s timeBased on our customer’s poor
experience we recognize that we should work above and beyond our
procedures to make a satisfactory and fair offer for compensation
While it is not procedure to do so we can offer to
provide a monetary refund to our customer for $as an apology for our
failures during his delivery process
Please let me know if our customer will accept this offer as
I am eager to help him resolve his concerns
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good morning Revdex.com
Let me just start by saying I am disgusted by the reply from
Bob’s discount furnitureI did not purchase my living room set for more than
50% off also the set that I purchased was on their sales floor right in front
of their dinning roomThe fact that I contacted them in a week of having the
merchandise advising them that the merchandise hurt my child, which should be
safe for my homeLet me also had two months ago to be exact my mom was in the
hospital I bought her reclining chair from Sears off their sales floor the
chair was defective and Sears went above and beyond to make sure my mom had a
safe chair in her home I am not looking for a refund from Bob furniture store
however I think it’s extremely unfair for them to brush it off the fact that my
child got hurt by their product and stating that I paid less than 50% off for my
merchandise is really upsetting the set was 50% off of is 399.50 which I paid plus tax it’s unfair for them to
say there’s no warranty there’s no recourse and theirs nothing they can do
about it I contacted them within a week of having the merchandise I did not
contacted them a year later six months later or seven months later so they need
to resolve this situation the main reason why I am stressing it because I had
defective merchandise in my household which I purchased from them so why are
they trying not to do something about itStating that they offer best effort
what this effort the technician came out and all he needed to do was put the
springs back where they came fromThe fact that I told them that my daughter
got hurt they should not even have send a technician out they should’ve gave me
a credit to get something that is safer for me and my family why are they
trying to run away from this situation which is at hand that I don’t
understandNow I know for sure I will never shop at the store anymore I’ll
make sure I take my business elsewhere because I know if it was the another
company I would not have this problem I have seen thousands of complaints about
Bob’s discount furniture product and how they conduct business and now I
understand I hope they take in consideration that my child got hurt and I
reported the incident in a weekI think its only fair for them to give me
credit so I can get something safe for my family and me
Thank you