Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to this customer
that he has had to deal with so many frustrations as a result of our failures
I have been in contact with the trucking company today (5.08.2014) in regards
to ensuring he gets the follow up he deserves on his property claimThis is
the last email response I received from the trucking company as of 3:05pm
today:
This customer has been contacted
multiple times. I have called at 12:53pm today and left a detailed message
for the claimant to return our calls. If the customer once again
contacts, please forward them onto us.
Thanks,
*** ***
*** *** ***
*** *** *** *** *** * ***
** *** ***
*** ** ***
** *** ** ***
***
Please ask that our customer
follows up directly with the delivery company at this time to resolve his
property claim concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to *** for all the stress she
has had to endure while making her new furniture purchaseEnsuring that a
product will actually fit through the doorways in your home is an important
part of avoiding additional stresses and I apologize again that our sales
professional wasn’t able to gage our customer’s residence correctly while she
was shoppingWe do acknowledge ***’s reasons for wanting a refund on her
purchase and our records reflect that we have honored ***’s request on the
same date we were sent this Revdex.com claim (5.28.2014)We do always try and get our
customer’s the merchandise that we have in stock while we have it and I am so
sorry that in this case *** found that action to be inappropriate
The return order is set up within our system and we are
currently waiting on *** to contact us so that we may schedule a pick up date
for the merchandise she has in her homePlease ask our customer to contact us
in Customer Care to schedule this pick up dateWe can be reached at
###-###-#### and I have doubled checked with our Work Force Management team
that our lines are currently not experiencing any concerns with customer’s
being able to get through and complete their calls successfully
We look forward to hearing from *** so that we can honor
her request and I apologize to our customer again that her experience with us
has left her so disappointed
Complaint: ***
I am rejecting this response because: I certainly Did NOT say that my dog chewed the cushionThat is what the technician said and he was jut assumingThis kind of rip had happened before an I received a new cushion at no costAfter viewing the horrible sewin job done they should be embarrassed enough to offer the cushion at no cost I told the person on the phone that even if the dog did do it that it was already damagedI had explained it was impossible for the dog to have done it because they are caged I want the cushion for free or my money back for the good proof.
Sincerely,
*** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have an even exchange scheduled for to resolve the
remaining concerns with this merchandise.
We have requested the pieces be inspected to ensure the pieces have no
manufacturing defects. This set does
have a distressed look to the pieces, so there will be added
imperfections.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce delivery is completed, any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and they will be able to speak with our Customer Care Office
prior to the delivery team leaving their residence on 3.24.15. We will review the account and at that time will
determine what we are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: The paperwork I received does not contain the information that the Bob's representative references. Unfortunately I do not have my paperwork with me at this time. I will forward at a later date. The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit. Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture. There was no attachment to this email so I cannot read what Bobs sent you.
I would like the Revdex.com to make further inquiries into this deceptive type of business practices. I am sure I am one of many who have been mislead by Bob's FurnitureThank you for your help with this issue
Sincerely,
*** ***
Good Morning Revdex.com,Please thank our customer for sending thru the requested
evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customerThrough research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notifiedWhile this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customerWe acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s reviewThe customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at ***As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern furtherWe do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seekingWe will expect to remove the current merchandise on the same date we deliver the new selectionWe will also apply an additional $store credit to this option as a further form of our apology (the $Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie AG***Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Mrs*** on April
27, and agreed to refund half the cost of the part order ($50.00)There may be a discrepancy between the service report and her explanation of the damage to the remoteDuring that telephone conversation I explained to Mrs*** that the explanation and type of damage she is reporting would have resulted in a denied goof proof claimGoof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs*** has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks***
Good Morning
line-height: 115%Verdana","sans-serif"">***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approvedIn this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areasWe again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** companyTo move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $I do NOT accept the terms of the table and chairsI can send in more pictures of everythingI would like to do a reselect on this setI admitted laying something hot by accident on the tablecloth that left a heat stainThat IS a goofproof issueThe fact that there is chipped paint on the edges of the table and chairs and the chairs don't feel stable and the decorative pieces broke off the table are manufacturers issuesWhen I called customer service we as the customers were being blamed for the damage to the furnitureMy kids are and we don't abuse our furniture, Bobs just doesn't have the same quality that they used toThere are only resolutions I will accept on the table and chairs 1) money refunded or 2) a reselect
Thank You *** ***
Sincerely,
*** And *** ***
12/9/I do not know what the final outcome will be but I felt after reading so many negative reviews that I would like to offer a little hope I too bought furniture from Bob's I was also not particularly impressed We bought a king size mattress set and now there is not a morning I wake up not feeling like I am with a terrible aching back Our purchase of the mattress set is still under warranty I cannot find the receipt and I am apprehensively hopeful as I called Bob's I spoke to a lovely sales person Georgina, in the Farmingdale NY store who helped find our purchase and set up a technician to come inspect our mattress I do not know if it will result in me getting a new mattress or if I will have to go out and get another But for this moment I am extremely grateful for her help, diligence, and kindness
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bed
Secondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changed
I did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculous
Now, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Complaint: ***
I am rejecting this response because: *** you can apologize all you want but that is simply not helping me, not in the least bitThe complaints buy other consumers have been dropped? That's what you would like to think, when was the last time you read the reviews? That script that you guys repeat over and over does not mean a thing to me, that's what you were told to say and it's all a bunch of bullThere are so many consumers out there who are planning a class action suite and signing petitions against Bob's discount furniture You can't place any blames in me you got that right but I do blame myself for spending my hard earned money with you people when I was told not toWhat you could do to assist my circumstance is to give me my money back and take your pest infested productsI agree that bed bugs are sneaky stowaways and that's why the could have very well be in you delivery truckTell me *** did you personally go out and inspect those trucks corner to corner to make sure there weren't any bed bugs insideI've been living in my apartment for years and my previous furniture I've had those for a very long time and I never had an issue, also let me just correct you I do not live in a multi complex apartment Bed bugs did not piggy back home eitherThat's little scripture you quot about bed bugs I could have gotten that off the Internet alsoRest assure that I will not drop my complaint instead I will take it to the media which I'm in the process of doing
Sincerely,
*** ***
Good
Morning Revdex.com,
We are sorry that this customer had a bad experience using the
*** Insurance that they purchased.
I do see that you have already spoken to a Lead in our office and that
agent has set the pieces up for an exchange, which is scheduled to be delivered
If there is anything else we can assist with please advise.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">Our records reflect that we are scheduled to service this
customer’s product on for the concerns listed here
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyerBobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resourcesThis consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of raritiesWe look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">I have just left *** a message at the phone number she has
provided within this complaintIf for some reason my message did not take
please pass on my direct phone number of ###-###-#### as well as my email address:
*** for ***’s use
We are working at full capacity to provide our customer the
resolution she seeks within the time frame she has allottedI have located the
parts our customer needs and was just given confirmation that these parts
should be shipped out today from *** ** I agree with our customer that the wait time
for these glass pieces has been absurd and it is completely unacceptable for
any company to ask their customer to wait so long for merchandiseI am so
sorry that *** has had to waste so much of her valuable time trying to get our
errors corrected
If the customer is comfortable with it, I would truly appreciate
the opportunity to speak directly with her by phone or email
Thank You
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:Your response indicates "we have a resolution in place" I was not made aware of what the resolution was
Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team It now has been working days since I received this piece and no one has had the courtesy to follow up.
I continue to receive poor customer service and I do not accept this as a resolution to my complaint
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
THE ALTERNATIVE THAT BOO'S FURNITURE OFFERS ARE NOT ACCEPTABLE, THEY OFFER TO EX CHANGE MY LIVING AND DINING ROOMDOING SO WILL RESULT IN BUYING THE SAME MATERIAL THAT I'M NOT SATISFY WITH ITTHE POOR QUALITY OF THE WOOD IS NOT ACCEPTABLEI WANT A FULL REFUND
Sincerely,
*** ***
Good Morning Revdex.com,
While 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 (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and report provided to ***The report
discloses approxareas of staining that range anywhere from -inches
each
The claim was deemed ineligible for coverage as the *** company as that
this is accumulated damage and could have been preventedThey are firm that by
their assessment the damaged areas do not match the scenario provided; which
was the customer stating that the pet threw up on the furniture*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we
truly wish we could, we are unable to force another business into overturning a
claim
Furthermore I am confused as to where in the “contract” that the
customer continues to reference they have located information regarding any
mess - any size would be covered by ***I have attached the general terms
and conditions associated with the *** coverage and I do not find any
section that depicts what the customer is attempting to disputeI do however
find the following sections that fall in line with the *** denial:
See under the ‘Exclusions to Coverage Section’:
General
soiling, which is defined as a gradual buildup of dirt, dust, body oils,
perspiration,
or any other accumulated stains, that cannot be attributed to a
single
occurrence
And
Repeated
pet bodily fluid stains, which are considered preventable occurrences
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 defect I
apologize that we have no further recourse to offer this concern directly at
this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully if more, appropriate information
is not presented from the customer we will be unable to help further facilitate
a dispute between our company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to this customer
that he has had to deal with so many frustrations as a result of our failures
I have been in contact with the trucking company today (5.08.2014) in regards
to ensuring he gets the follow up he deserves on his property claimThis is
the last email response I received from the trucking company as of 3:05pm
today:
This customer has been contacted
multiple times. I have called at 12:53pm today and left a detailed message
for the claimant to return our calls. If the customer once again
contacts, please forward them onto us.
Thanks,
*** ***
*** *** ***
*** *** *** *** *** * ***
** *** ***
*** ** ***
** *** ** ***
***
Please ask that our customer
follows up directly with the delivery company at this time to resolve his
property claim concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to *** for all the stress she
has had to endure while making her new furniture purchaseEnsuring that a
product will actually fit through the doorways in your home is an important
part of avoiding additional stresses and I apologize again that our sales
professional wasn’t able to gage our customer’s residence correctly while she
was shoppingWe do acknowledge ***’s reasons for wanting a refund on her
purchase and our records reflect that we have honored ***’s request on the
same date we were sent this Revdex.com claim (5.28.2014)We do always try and get our
customer’s the merchandise that we have in stock while we have it and I am so
sorry that in this case *** found that action to be inappropriate
The return order is set up within our system and we are
currently waiting on *** to contact us so that we may schedule a pick up date
for the merchandise she has in her homePlease ask our customer to contact us
in Customer Care to schedule this pick up dateWe can be reached at
###-###-#### and I have doubled checked with our Work Force Management team
that our lines are currently not experiencing any concerns with customer’s
being able to get through and complete their calls successfully
We look forward to hearing from *** so that we can honor
her request and I apologize to our customer again that her experience with us
has left her so disappointed
Complaint: ***
I am rejecting this response because: I certainly Did NOT say that my dog chewed the cushionThat is what the technician said and he was jut assumingThis kind of rip had happened before an I received a new cushion at no costAfter viewing the horrible sewin job done they should be embarrassed enough to offer the cushion at no cost I told the person on the phone that even if the dog did do it that it was already damagedI had explained it was impossible for the dog to have done it because they are caged I want the cushion for free or my money back for the good proof.
Sincerely,
*** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have an even exchange scheduled for to resolve the
remaining concerns with this merchandise.
We have requested the pieces be inspected to ensure the pieces have no
manufacturing defects. This set does
have a distressed look to the pieces, so there will be added
imperfections.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce delivery is completed, any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and they will be able to speak with our Customer Care Office
prior to the delivery team leaving their residence on 3.24.15. We will review the account and at that time will
determine what we are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: The paperwork I received does not contain the information that the Bob's representative references. Unfortunately I do not have my paperwork with me at this time. I will forward at a later date. The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit. Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture. There was no attachment to this email so I cannot read what Bobs sent you.
I would like the Revdex.com to make further inquiries into this deceptive type of business practices. I am sure I am one of many who have been mislead by Bob's FurnitureThank you for your help with this issue
Sincerely,
*** ***
Good Morning Revdex.com,Please thank our customer for sending thru the requested
evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customerThrough research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notifiedWhile this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customerWe acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s reviewThe customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at ***As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern furtherWe do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seekingWe will expect to remove the current merchandise on the same date we deliver the new selectionWe will also apply an additional $store credit to this option as a further form of our apology (the $Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie AG***Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Mrs*** on April
27, and agreed to refund half the cost of the part order ($50.00)There may be a discrepancy between the service report and her explanation of the damage to the remoteDuring that telephone conversation I explained to Mrs*** that the explanation and type of damage she is reporting would have resulted in a denied goof proof claimGoof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs*** has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks***
Good Morning
line-height: 115%Verdana","sans-serif"">***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approvedIn this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areasWe again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** companyTo move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $I do NOT accept the terms of the table and chairsI can send in more pictures of everythingI would like to do a reselect on this setI admitted laying something hot by accident on the tablecloth that left a heat stainThat IS a goofproof issueThe fact that there is chipped paint on the edges of the table and chairs and the chairs don't feel stable and the decorative pieces broke off the table are manufacturers issuesWhen I called customer service we as the customers were being blamed for the damage to the furnitureMy kids are and we don't abuse our furniture, Bobs just doesn't have the same quality that they used toThere are only resolutions I will accept on the table and chairs 1) money refunded or 2) a reselect
Thank You *** ***
Sincerely,
*** And *** ***
12/9/I do not know what the final outcome will be but I felt after reading so many negative reviews that I would like to offer a little hope I too bought furniture from Bob's I was also not particularly impressed We bought a king size mattress set and now there is not a morning I wake up not feeling like I am with a terrible aching back Our purchase of the mattress set is still under warranty I cannot find the receipt and I am apprehensively hopeful as I called Bob's I spoke to a lovely sales person Georgina, in the Farmingdale NY store who helped find our purchase and set up a technician to come inspect our mattress I do not know if it will result in me getting a new mattress or if I will have to go out and get another But for this moment I am extremely grateful for her help, diligence, and kindness
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bed
Secondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changed
I did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculous
Now, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Complaint: ***
I am rejecting this response because: *** you can apologize all you want but that is simply not helping me, not in the least bitThe complaints buy other consumers have been dropped? That's what you would like to think, when was the last time you read the reviews? That script that you guys repeat over and over does not mean a thing to me, that's what you were told to say and it's all a bunch of bullThere are so many consumers out there who are planning a class action suite and signing petitions against Bob's discount furniture You can't place any blames in me you got that right but I do blame myself for spending my hard earned money with you people when I was told not toWhat you could do to assist my circumstance is to give me my money back and take your pest infested productsI agree that bed bugs are sneaky stowaways and that's why the could have very well be in you delivery truckTell me *** did you personally go out and inspect those trucks corner to corner to make sure there weren't any bed bugs insideI've been living in my apartment for years and my previous furniture I've had those for a very long time and I never had an issue, also let me just correct you I do not live in a multi complex apartment Bed bugs did not piggy back home eitherThat's little scripture you quot about bed bugs I could have gotten that off the Internet alsoRest assure that I will not drop my complaint instead I will take it to the media which I'm in the process of doing
Sincerely,
*** ***
Good
Morning Revdex.com,
We are sorry that this customer had a bad experience using the
*** Insurance that they purchased.
I do see that you have already spoken to a Lead in our office and that
agent has set the pieces up for an exchange, which is scheduled to be delivered
If there is anything else we can assist with please advise.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">Our records reflect that we are scheduled to service this
customer’s product on for the concerns listed here
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyerBobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resourcesThis consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of raritiesWe look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">I have just left *** a message at the phone number she has
provided within this complaintIf for some reason my message did not take
please pass on my direct phone number of ###-###-#### as well as my email address:
*** for ***’s use
We are working at full capacity to provide our customer the
resolution she seeks within the time frame she has allottedI have located the
parts our customer needs and was just given confirmation that these parts
should be shipped out today from *** ** I agree with our customer that the wait time
for these glass pieces has been absurd and it is completely unacceptable for
any company to ask their customer to wait so long for merchandiseI am so
sorry that *** has had to waste so much of her valuable time trying to get our
errors corrected
If the customer is comfortable with it, I would truly appreciate
the opportunity to speak directly with her by phone or email
Thank You
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:Your response indicates "we have a resolution in place" I was not made aware of what the resolution was
Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team It now has been working days since I received this piece and no one has had the courtesy to follow up.
I continue to receive poor customer service and I do not accept this as a resolution to my complaint
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
THE ALTERNATIVE THAT BOO'S FURNITURE OFFERS ARE NOT ACCEPTABLE, THEY OFFER TO EX CHANGE MY LIVING AND DINING ROOMDOING SO WILL RESULT IN BUYING THE SAME MATERIAL THAT I'M NOT SATISFY WITH ITTHE POOR QUALITY OF THE WOOD IS NOT ACCEPTABLEI WANT A FULL REFUND
Sincerely,
*** ***
Good Morning Revdex.com,
s that
While 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 (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and report provided to ***The report
discloses approxareas of staining that range anywhere from -inches
each
The claim was deemed ineligible for coverage as the *** company a
this is accumulated damage and could have been preventedThey are firm that by
their assessment the damaged areas do not match the scenario provided; which
was the customer stating that the pet threw up on the furniture*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we
truly wish we could, we are unable to force another business into overturning a
claim
Furthermore I am confused as to where in the “contract” that the
customer continues to reference they have located information regarding any
mess - any size would be covered by ***I have attached the general terms
and conditions associated with the *** coverage and I do not find any
section that depicts what the customer is attempting to disputeI do however
find the following sections that fall in line with the *** denial:
See under the ‘Exclusions to Coverage Section’:
General
soiling, which is defined as a gradual buildup of dirt, dust, body oils,
perspiration,
or any other accumulated stains, that cannot be attributed to a
single
occurrence
And
Repeated
pet bodily fluid stains, which are considered preventable occurrences
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 defect I
apologize that we have no further recourse to offer this concern directly at
this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areas
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully if more, appropriate information
is not presented from the customer we will be unable to help further facilitate
a dispute between our company and the *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- Picture that clearly shows the damage
marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
*** *** *** ***