Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
In regards to what they offered us
Offer You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the *** *** accountAs far as waiting for delivery of the originally ordered furniture there is no guarantee from anyone that it will actually come in on 2/22/14, so we could actually be waiting even longer! So we are not really thinking the options to just waive the delivery fee and the special order fee is sufficient, beacuse after waiting 30+ weeks for a special order that should be a given!
Offer 2... I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered
My husband and I went back to the Bob's store in *** ** this past weekend we looked at the furniture offered in stock, but none of the sectionals come in gray, so anything else new we would pick out would be a special order and we'd have to wait an additional 16-weeks for the new item, which we are definitely not going to do!
Offer 3... I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the orderI think this is the most ludicrous option of all what kind of store would rather you cancel an order, that you've waited almost months for rather then work with you, it was an obvious blatant mistake on their partit seems like the order wasn't put in on time and now they are trying to cover their own butts, when I spoke with the Manager at the store he told me they no longer make the set we ordered back in August and they couldn't even find us a picture of it it was that far out of production, so it leads us to believe that by the time they figure out they hadn't put in our order it was already out of production, because if it was out of production in August when we ordered it they would've told usit makes us VERY nervous about what we are going to receive now too
I've purchased other items from Bob's and I was planning on buying more furniture, but after this whole experience we are VERY tempted to cancel our order and NEVER purchase another item from the stores again, as well as telling anyone else who will listen about our AWFUL experience we have had!
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customer, after
reviewing the account I agree with this customer that her frustrations are
completely our faultWe will be happy to refund this customer’s total purchase
price in an effort to make it right by working above our polices and
procedures
Please advise the customer that the next step in the refund
process is to contact our retail locationAs this is a financial transaction
we will need the original credit card used provided to us again at our store
levelIf it is easier for our customer, physically going into our retail
location is also an acceptable way to complete the processing of the refund
The customer’s total refund is made up of two different order
numbers and she will be asked to provide bothThis order number is the refund
for her merchandise: *** and this order number represents the delivery fee
refund: ***
Here are some directions on how to contact the store for these
requests:
o
Anytime after 10am and before 9pm
(11am -7pm on a Sunday) Dial ###-###-####
o
Press the number one (1) on your
keypad when you hear Bobs voice
o
When the office person picks up
explain that you are calling to get a refund processed to your credit card and
provide them these order numbers: *** & ***
o
At that point they will take the
credit card information from you and complete the processing
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that a store
credit has been entered by our Goof Proof LiaisonThank you for purchasing our
Goof Proof Protection plan as it is a very valuable option and is currently
covering the cost of completely replacing your Sofa/Loveseat/Wedge after many
years of useI apologize that you were met with any inconvenience while
seeking to resolve your concerns and I assure you that Bobs Discount Furniture
truly appreciates you as our valued customer
Please contact our customer care office at ###-###-####
should you have any further questions concerning the open credit you currently
haveFor your records, the credit number is reflected as: *** within your
account
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise
We apologize for any and all inconveniences these product
concerns have caused our customer and thank our customer for her continued
business
I want to thank Bob's Discount Furniture for a wonderful product and excellent delivery service, all at a fair priceWe bought our couches and dining room table from Bob's a couple of years ago and to this day I have to complaints about the qualityYesterday our new tv stand was delivered and I am so grateful to the kind delivery teamThey were interactive with my children and worked efficientlyI highly recommend this companyThank you again Bob's Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am terribly sorry for the experience you alleged to have
endured while seeking to get your furniture covered through the *** plan
we offer our customersThis plan is intended to offer coverage on single
instances of accidental in home damages as outlined on the flyer you received
This flyer also indicates that exclusions apply and recommends that the
consumer refer to their complete protection plan for detailsIf the complete protection
plan wasn’t something you received after delivery we would have been happy to
send you a copy had we been made aware of our partner’s failureI assure you
that Bobs Discount Furniture does not offer to sell our customers any item that
we do not feel is worth its price point in exceptional value
Our records indicate that as of we have agreed to
refund you the monies (in full) you paid us for this protection planPlease
contact our Customer Care Department (###-###-####) if you have any remaining
questions about the complete processing of this refund back to you
In regards to your disappointment with our table repair I
apologize that you do not find our technician’s work to be satisfactoryRather
than denying you an option for recourse all together Bobs Discount Furniture
reached out to you in a caring manner and offered to help you at no charge via
a resolution path we hold great confidence inIn an extreme effort to help you
further I would be happy to review any photos you would like to send of the
table in its current stateYou can send these photos through this channel
by responding to me via this message and I will review this workmanship with my
Service ManagerAfter receiving and reviewing these pictures I will respond
back to you via this channel with what, if any, recourse we may be able to
offer you regarding the table repair
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
size="3">
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 made
in November 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.
Often when we are trying to explain to customer how to
report an accident to *** it is misconstrued, we give example of the kind
of damages that are covered and customers believe we are telling them to
fabricate a story. That is not the case;
we are giving them examples and trying to save them the time and hassle of
submitting a claim that will be denied.
This customer did not call the claim in as an accident. If the customer reports it is an accident,
but then states they do not know how it happened, when it happened or who was
involved it will not be considered an accident.
Using the word accident does not make the damage accidental.
We have sent two techs at the customer’s request and both
technicians as well as the Service Department Manager agree that this is not a
manufacturing defect.
We can not honor the customer’s request as these pieces are
non-repairableWe will offer to refund
the Goof Proof insurance this customer purchased. If the customer accepts this offer the pieces
will no longer be under any warranty,
while we do not encourage this, we understand that this customer is very
upset the protection plan did not cover these damages
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 ** ***, and find that this resolution is satisfactory to me.
I would like to add that I really do not find the response sufficient, but I do not see any other options, other than accepting the offer, at this timeThe latest explanation reads like an irrelevant excuseThe explanation basically told me that Bob's optimizes its supply chain/distribution for its bottom line with no consideration for quality or customer satisfactionI do not see how such an explanation is supposed to make me feel better or how it's relevantI really don't need to know how many different steps there are in the distribution process that make proper quality control more difficultMaybe if that's the explanation, then this should be an indicator that changes should be made to the process to make quality control easierRegardless, I am not here to criticize Bob's business modelHowever, I am here to complain about lackluster service and the obvious lack of quality control measuresI am very disappointed in the quality of service and the quality control of products that I have purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I called the Goof Proof # twice in the past weeks This just indicates that they do not document complaints!
If the chairs would have stayed tightened properly, I would not have needed to re-tighten them! You even noted one of our chairs broke due to loosening back in 2012....they continue to loosen We even had the technician re-tighten all our chairs at that point and he said "let's hope they stay tightened, I have seen these sets from Bobs break all the time" This should not be happening to dining room chairsYou can say all you want about the Goof Proof plan but we were told in store by your rep *** (yes, I remember his name) and it notes on the chart on the paper he provided us that the plan fixes breaks in wood I am educated about this plan and notice it is a scam!
Please call me to discuss I have been trying to reach Customer Care but whenever I call the Bob's #, I reach the insurance carrier! So please, do not tell me I need to educate myself...I am well aware
Please send me a new chair leg as these things should not be happening within years of purchases a dining room set
Please call me directly at ###-###-####
***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response partiallyI do acknowledge the refund of $for the damaged bunk bed that had attempted deliveries that resulted in missing hardware and damaged parts, which was the reason for the refund. I still have furniture that's being picked up tomorrow between 12:pm - 3:pm that's also being returned due to having the incorrect delivery from the beginning switch tomorrow all the furniture was suppose to be switched out but being that I'm having so much trouble with the bunk bed I cancelled the whole orderI'm being told that I can't get a refund for the balance of $which is the price of the remaining items being picked up I'm being told that I can only receive a store credit of $which is not only not what I paid for the furniture but less and the deliver was screwed up since day one and every attempted delivery after that and I can't get my money backThat's not fair to the customer that I have to lose out twice because I'm trying to purchase furniture and I still have a lay a way there so I'm still trying to do business with the company but this is unfair treatment when it was your error
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We certainly apologize that this customer
is having difficulty assembling the pieces to their new set. The terms the customer is referring to “RFS and
LFS” are right side facing and left side facing. This refers to standing in front of the piece
not as is you were sitting on it. We do
list it that way for assembly teams and techs, as they would not be sitting on
the pieces. That may clear up some of
the assembly issues that this customer faced.
As this customer chose not to
pay for delivery and assembly we have no way of knowing if the pieces are
defective or assembled incorrectly, so we must have a tech go out to make that
determination for us. If our trained
delivery teams had made the delivery and assembly they would have reported to
us if there was a manufacturing defect and resolution would have already been
offered. We have no idea as to the
customer’s knowledge on furniture assembly.
We do have to wait for the tech report to be able to offer any
resolution.
I have attached a copy of the customer’s
original sales order as well as the Goof Proof insurance policy for the customer
to review. It does clearly state on the
sales order that merchandise, once accepted is not eligible for a refund. The Goof Proof insurance shows what is and
what is not covered. If the customer
choses to cause damage to the pieces, or has damaged the pieces in the assembly
process, this would not be covered under this warranty.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Sincerely,
*** ***
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when. By ***’s guidelines this is not a
verifiable accident.
This is the statement the customer made to ***-
CS: There is a
piece of the stone table top that kind of cracked offI have no idea what
happened to cause this damage, because when I woke up this morning, I noticed a
piece from the side part of the marble top was missing and found it on the
floorI have no idea because after dinner, me and my wife went to sleep, and
my year old son couldn't have done this
Bobs Discount Furniture’s responsibility under the Goof
Proof Plus Plan purchased relates to concerns of manufacturing defects (this is
outlined on several pieces of documentation provided at the time of sale) and
this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that we were not able
to replace the
mattress with the exact same one. We
have set the customer up for a reselection to a different mattress. We hope that they will be able to find one
they will love. We can certainly offer compensation
for the delivery failures. We would be
able to offer that compensation once the exchange has been completed. All compensation is offered as a Bob’s Gift
Card.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry that this customer’s
experience has been
so frustrating. That is certainly not
what we would want for any of our customer’s.
In an effort to be sure that all compensation is equal and fair across the
board we offer compensation based on our failures only. We do not compensate for lost wages. We do offer compensation as a Bob’s Gift Card
as a token of apology for any inconvenience we have caused. The gives us the opportunity to provide the customer
with an actual item that will remind the customer that we tried to make it
right. Once the delivery has been
completed the customer can call in and request an account review for
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I purchased a sofa bed from Bobs last monthI was supposed to receive my sofa today but the delivery guys only had the bed and not the sofaI was going to call customer service but the delivery driver explained that I would need to call customer service and not the store, to straighten everything outAs I am speaking with the customer service rep, she gets frustrated at the fact that I am adiment about receiving my couch (that I paid for last month) tomorrow and not the new date of next week TuesdayI ask to speak with a manger but instead get transferred to the store where I purchased the couchBut I was told by the driver that the store couldn't assist meWhen I let the customer rep know, she continued to forward me to the store (knowing that they could not assist me but I guess my frustration was annoying her)I will never order from Bobs againThis process has left a sour taste in my mouth and I will be spreading the word!!!!!!
Complaint: ***
I am rejecting this response because: they also promised to have my second delivery on time and that's not happeningWhy would they charge me for two different deliveries anyways it's not the customer fault they have to make two different delivery and if they promise me that on sep I would get my things they should delivery if not refund me my delivery chargeHow is it that I by furniture and I don't received it to a month later.
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are so sorry for the inconvenience
this has caused our
customer. Normally customer’s that have encountered a
home damage call into customer care, we created a property claim and forward it
to the depot, the depot then reaches out to the customer to start the process
of rectifying the damages. I don’t see
that this customer reported the damage until the end of June. There was no claim ever written up and submitted. I was able to pull the manifest that the customer
noted the damage on and send it over to the depot with the newly created
property claim. We are very sorry for
this delay, this is absolutely not the way the claim process normally
occurs. This customer will be hearing
from the depot concerning this damage within a few business days
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
line-height: 15pt;">We are sincerely sorry for the concern this
customer has brought to our attention.
Unfortunately home damage claims are handled by the delivery depots and
not by Bob’s corporate office. We at Bob’s
create the claim and send it to the depot.
Unless there is an issue that requires our intervention on behalf of the
customer, we are not aware of the agreements made between the customer and the
depot. I do not see in this home damage
claim that the customer reached out to us directly asking for assistance.
I have reached out to this depot and copied
our corporate delivery managers. The
contact point at the depot, Esmeralda, has assured us that this claim has been
approved for payout, the correct paperwork has been submitted to their
corporate offices and the customer should be receiving the check shortly. We apologize for this extreme delay in the
claim being rectified.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I have reached out to *** today (8.07.2014) on the number
she provided within this complaintPlease convey my sincerest apologies to our
customer as she hasn’t received the proper follow through for her product
concernsI have left a message for *** indicating that I would be
grateful for the opportunity to assist her directly from this point forward and
have provided her with my direct phone numberI am eager to help *** resolve her concern and provide her with a fair and adequate resolution
Thank
you for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
In regards to what they offered us
Offer You can wait for the delivery (2/22/14) and once the delivery is complete we can refund the delivery fee ($199.99) & the SPC order fee ($39.99) back to the *** *** accountAs far as waiting for delivery of the originally ordered furniture there is no guarantee from anyone that it will actually come in on 2/22/14, so we could actually be waiting even longer! So we are not really thinking the options to just waive the delivery fee and the special order fee is sufficient, beacuse after waiting 30+ weeks for a special order that should be a given!
Offer 2... I can provide you with a reselection/ you can CXL the order you have now and you can select another set that Is in stock, and I will provide a gift card to apply to the account to cover the taxes that you would have saved on the sale from tax free week ($112.44), I will also waive the delivery fee for the set to be delivered
My husband and I went back to the Bob's store in *** ** this past weekend we looked at the furniture offered in stock, but none of the sectionals come in gray, so anything else new we would pick out would be a special order and we'd have to wait an additional 16-weeks for the new item, which we are definitely not going to do!
Offer 3... I know this is the last option Bobs wants to provide, but I do want you to know the option is there to CXL the orderI think this is the most ludicrous option of all what kind of store would rather you cancel an order, that you've waited almost months for rather then work with you, it was an obvious blatant mistake on their partit seems like the order wasn't put in on time and now they are trying to cover their own butts, when I spoke with the Manager at the store he told me they no longer make the set we ordered back in August and they couldn't even find us a picture of it it was that far out of production, so it leads us to believe that by the time they figure out they hadn't put in our order it was already out of production, because if it was out of production in August when we ordered it they would've told usit makes us VERY nervous about what we are going to receive now too
I've purchased other items from Bob's and I was planning on buying more furniture, but after this whole experience we are VERY tempted to cancel our order and NEVER purchase another item from the stores again, as well as telling anyone else who will listen about our AWFUL experience we have had!
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my sincerest apologies to this customer, after
reviewing the account I agree with this customer that her frustrations are
completely our faultWe will be happy to refund this customer’s total purchase
price in an effort to make it right by working above our polices and
procedures
Please advise the customer that the next step in the refund
process is to contact our retail locationAs this is a financial transaction
we will need the original credit card used provided to us again at our store
levelIf it is easier for our customer, physically going into our retail
location is also an acceptable way to complete the processing of the refund
The customer’s total refund is made up of two different order
numbers and she will be asked to provide bothThis order number is the refund
for her merchandise: *** and this order number represents the delivery fee
refund: ***
Here are some directions on how to contact the store for these
requests:
o
Anytime after 10am and before 9pm
(11am -7pm on a Sunday) Dial ###-###-####
o
Press the number one (1) on your
keypad when you hear Bobs voice
o
When the office person picks up
explain that you are calling to get a refund processed to your credit card and
provide them these order numbers: *** & ***
o
At that point they will take the
credit card information from you and complete the processing
Thank You,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records indicate that as of your concern has
been satisfiedYour account with Bobs Discount Furniture indicates that a store
credit has been entered by our Goof Proof LiaisonThank you for purchasing our
Goof Proof Protection plan as it is a very valuable option and is currently
covering the cost of completely replacing your Sofa/Loveseat/Wedge after many
years of useI apologize that you were met with any inconvenience while
seeking to resolve your concerns and I assure you that Bobs Discount Furniture
truly appreciates you as our valued customer
Please contact our customer care office at ###-###-####
should you have any further questions concerning the open credit you currently
haveFor your records, the credit number is reflected as: *** within your
account
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We spoke with our customer today (10.23.2014) via phone and
we reached a satisfactory agreement for the customer to return to our showroom
and reselect new merchandise
We apologize for any and all inconveniences these product
concerns have caused our customer and thank our customer for her continued
business
I want to thank Bob's Discount Furniture for a wonderful product and excellent delivery service, all at a fair priceWe bought our couches and dining room table from Bob's a couple of years ago and to this day I have to complaints about the qualityYesterday our new tv stand was delivered and I am so grateful to the kind delivery teamThey were interactive with my children and worked efficientlyI highly recommend this companyThank you again Bob's Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am terribly sorry for the experience you alleged to have
endured while seeking to get your furniture covered through the *** plan
we offer our customersThis plan is intended to offer coverage on single
instances of accidental in home damages as outlined on the flyer you received
This flyer also indicates that exclusions apply and recommends that the
consumer refer to their complete protection plan for detailsIf the complete protection
plan wasn’t something you received after delivery we would have been happy to
send you a copy had we been made aware of our partner’s failureI assure you
that Bobs Discount Furniture does not offer to sell our customers any item that
we do not feel is worth its price point in exceptional value
Our records indicate that as of we have agreed to
refund you the monies (in full) you paid us for this protection planPlease
contact our Customer Care Department (###-###-####) if you have any remaining
questions about the complete processing of this refund back to you
In regards to your disappointment with our table repair I
apologize that you do not find our technician’s work to be satisfactoryRather
than denying you an option for recourse all together Bobs Discount Furniture
reached out to you in a caring manner and offered to help you at no charge via
a resolution path we hold great confidence inIn an extreme effort to help you
further I would be happy to review any photos you would like to send of the
table in its current stateYou can send these photos through this channel
by responding to me via this message and I will review this workmanship with my
Service ManagerAfter receiving and reviewing these pictures I will respond
back to you via this channel with what, if any, recourse we may be able to
offer you regarding the table repair
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
size="3">
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 made
in November 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.
Often when we are trying to explain to customer how to
report an accident to *** it is misconstrued, we give example of the kind
of damages that are covered and customers believe we are telling them to
fabricate a story. That is not the case;
we are giving them examples and trying to save them the time and hassle of
submitting a claim that will be denied.
This customer did not call the claim in as an accident. If the customer reports it is an accident,
but then states they do not know how it happened, when it happened or who was
involved it will not be considered an accident.
Using the word accident does not make the damage accidental.
We have sent two techs at the customer’s request and both
technicians as well as the Service Department Manager agree that this is not a
manufacturing defect.
We can not honor the customer’s request as these pieces are
non-repairableWe will offer to refund
the Goof Proof insurance this customer purchased. If the customer accepts this offer the pieces
will no longer be under any warranty,
while we do not encourage this, we understand that this customer is very
upset the protection plan did not cover these damages
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 ** ***, and find that this resolution is satisfactory to me.
I would like to add that I really do not find the response sufficient, but I do not see any other options, other than accepting the offer, at this timeThe latest explanation reads like an irrelevant excuseThe explanation basically told me that Bob's optimizes its supply chain/distribution for its bottom line with no consideration for quality or customer satisfactionI do not see how such an explanation is supposed to make me feel better or how it's relevantI really don't need to know how many different steps there are in the distribution process that make proper quality control more difficultMaybe if that's the explanation, then this should be an indicator that changes should be made to the process to make quality control easierRegardless, I am not here to criticize Bob's business modelHowever, I am here to complain about lackluster service and the obvious lack of quality control measuresI am very disappointed in the quality of service and the quality control of products that I have purchased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I called the Goof Proof # twice in the past weeks This just indicates that they do not document complaints!
If the chairs would have stayed tightened properly, I would not have needed to re-tighten them! You even noted one of our chairs broke due to loosening back in 2012....they continue to loosen We even had the technician re-tighten all our chairs at that point and he said "let's hope they stay tightened, I have seen these sets from Bobs break all the time" This should not be happening to dining room chairsYou can say all you want about the Goof Proof plan but we were told in store by your rep *** (yes, I remember his name) and it notes on the chart on the paper he provided us that the plan fixes breaks in wood I am educated about this plan and notice it is a scam!
Please call me to discuss I have been trying to reach Customer Care but whenever I call the Bob's #, I reach the insurance carrier! So please, do not tell me I need to educate myself...I am well aware
Please send me a new chair leg as these things should not be happening within years of purchases a dining room set
Please call me directly at ###-###-####
***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response partiallyI do acknowledge the refund of $for the damaged bunk bed that had attempted deliveries that resulted in missing hardware and damaged parts, which was the reason for the refund. I still have furniture that's being picked up tomorrow between 12:pm - 3:pm that's also being returned due to having the incorrect delivery from the beginning switch tomorrow all the furniture was suppose to be switched out but being that I'm having so much trouble with the bunk bed I cancelled the whole orderI'm being told that I can't get a refund for the balance of $which is the price of the remaining items being picked up I'm being told that I can only receive a store credit of $which is not only not what I paid for the furniture but less and the deliver was screwed up since day one and every attempted delivery after that and I can't get my money backThat's not fair to the customer that I have to lose out twice because I'm trying to purchase furniture and I still have a lay a way there so I'm still trying to do business with the company but this is unfair treatment when it was your error
Sincerely,
*** ***
Good Afternoon Revdex.com-
line-height: 15pt;">We certainly apologize that this customer
is having difficulty assembling the pieces to their new set. The terms the customer is referring to “RFS and
LFS” are right side facing and left side facing. This refers to standing in front of the piece
not as is you were sitting on it. We do
list it that way for assembly teams and techs, as they would not be sitting on
the pieces. That may clear up some of
the assembly issues that this customer faced.
As this customer chose not to
pay for delivery and assembly we have no way of knowing if the pieces are
defective or assembled incorrectly, so we must have a tech go out to make that
determination for us. If our trained
delivery teams had made the delivery and assembly they would have reported to
us if there was a manufacturing defect and resolution would have already been
offered. We have no idea as to the
customer’s knowledge on furniture assembly.
We do have to wait for the tech report to be able to offer any
resolution.
I have attached a copy of the customer’s
original sales order as well as the Goof Proof insurance policy for the customer
to review. It does clearly state on the
sales order that merchandise, once accepted is not eligible for a refund. The Goof Proof insurance shows what is and
what is not covered. If the customer
choses to cause damage to the pieces, or has damaged the pieces in the assembly
process, this would not be covered under this warranty.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Sincerely,
*** ***
"line-height: 115%Verdana","sans-serif"">Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business *** *** ***
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when. By ***’s guidelines this is not a
verifiable accident.
This is the statement the customer made to ***-
CS: There is a
piece of the stone table top that kind of cracked offI have no idea what
happened to cause this damage, because when I woke up this morning, I noticed a
piece from the side part of the marble top was missing and found it on the
floorI have no idea because after dinner, me and my wife went to sleep, and
my year old son couldn't have done this
Bobs Discount Furniture’s responsibility under the Goof
Proof Plus Plan purchased relates to concerns of manufacturing defects (this is
outlined on several pieces of documentation provided at the time of sale) and
this damage is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that we were not able
to replace the
mattress with the exact same one. We
have set the customer up for a reselection to a different mattress. We hope that they will be able to find one
they will love. We can certainly offer compensation
for the delivery failures. We would be
able to offer that compensation once the exchange has been completed. All compensation is offered as a Bob’s Gift
Card.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry that this customer’s
experience has been
so frustrating. That is certainly not
what we would want for any of our customer’s.
In an effort to be sure that all compensation is equal and fair across the
board we offer compensation based on our failures only. We do not compensate for lost wages. We do offer compensation as a Bob’s Gift Card
as a token of apology for any inconvenience we have caused. The gives us the opportunity to provide the customer
with an actual item that will remind the customer that we tried to make it
right. Once the delivery has been
completed the customer can call in and request an account review for
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
I purchased a sofa bed from Bobs last monthI was supposed to receive my sofa today but the delivery guys only had the bed and not the sofaI was going to call customer service but the delivery driver explained that I would need to call customer service and not the store, to straighten everything outAs I am speaking with the customer service rep, she gets frustrated at the fact that I am adiment about receiving my couch (that I paid for last month) tomorrow and not the new date of next week TuesdayI ask to speak with a manger but instead get transferred to the store where I purchased the couchBut I was told by the driver that the store couldn't assist meWhen I let the customer rep know, she continued to forward me to the store (knowing that they could not assist me but I guess my frustration was annoying her)I will never order from Bobs againThis process has left a sour taste in my mouth and I will be spreading the word!!!!!!
Complaint: ***
I am rejecting this response because: they also promised to have my second delivery on time and that's not happeningWhy would they charge me for two different deliveries anyways it's not the customer fault they have to make two different delivery and if they promise me that on sep I would get my things they should delivery if not refund me my delivery chargeHow is it that I by furniture and I don't received it to a month later.
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are so sorry for the inconvenience
this has caused our
customer. Normally customer’s that have encountered a
home damage call into customer care, we created a property claim and forward it
to the depot, the depot then reaches out to the customer to start the process
of rectifying the damages. I don’t see
that this customer reported the damage until the end of June. There was no claim ever written up and submitted. I was able to pull the manifest that the customer
noted the damage on and send it over to the depot with the newly created
property claim. We are very sorry for
this delay, this is absolutely not the way the claim process normally
occurs. This customer will be hearing
from the depot concerning this damage within a few business days
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
line-height: 15pt;">We are sincerely sorry for the concern this
customer has brought to our attention.
Unfortunately home damage claims are handled by the delivery depots and
not by Bob’s corporate office. We at Bob’s
create the claim and send it to the depot.
Unless there is an issue that requires our intervention on behalf of the
customer, we are not aware of the agreements made between the customer and the
depot. I do not see in this home damage
claim that the customer reached out to us directly asking for assistance.
I have reached out to this depot and copied
our corporate delivery managers. The
contact point at the depot, Esmeralda, has assured us that this claim has been
approved for payout, the correct paperwork has been submitted to their
corporate offices and the customer should be receiving the check shortly. We apologize for this extreme delay in the
claim being rectified.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
I have reached out to *** today (8.07.2014) on the number
she provided within this complaintPlease convey my sincerest apologies to our
customer as she hasn’t received the proper follow through for her product
concernsI have left a message for *** indicating that I would be
grateful for the opportunity to assist her directly from this point forward and
have provided her with my direct phone numberI am eager to help *** resolve her concern and provide her with a fair and adequate resolution
Thank
you for the opportunity to make it right,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison