Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I am rejecting this response, because I have had yet another bad encounter with this company I picked livingroom furniture for the THIRD time with the assurance that it would fit I was told that that furniture (Apollo couch & recliner chair) would be delivered on June 7, This is now my 4thdelivery and when the delivery men arrived they only had the chair, NO COUCH!! The delivery man showed me his paperwork stating my couch would be delivered on June 18, ARE YOU KIDDING ME I SAYS??? No one from the store called and told me that I was only receiving half my "set" on the 7thThis is crazy!!!! I am livid at this point!!! This is the worst company I have ever dealt with in my life NOT TO MENTION THE CUSTOMER SERVICE SUCKS!!! I made this purchase I believe at the end of April and I STILL DO NOT have a living room set Everytime I contact the store *** *** I'm either disconnected or left on hold for - minutes When someone finally picks up, they sound as if their annoyed Well, I'm beyond ANNOYED..I'm downright PISSED!!! This company has $3,of my money and I only have half the furniture I bought And all they have to say over, over and over again is sorry THEY ARE THE SORRIEST COMPANY I'VE EVER SEEN!!! I have told everyone I know to stay away from this place, I feel as if I've been robbed over and over of time and my money I want nothing else to do with this company ever after this is resolved I want them to come and pick up every piece of furniture that WAS delivered (some that I asked not to be) cancel the rest of my order and GIVE ME A FULL REFUND!!! I'm done waiting, I have no more patience for this company I want my refund in a cashier's check that I will pick up, not a check mailed in days!! I have to now go somewhere else and shop for furniture If this isn't resolved in the next day or two, I will be forced to contact the Attorney General and the news about this, IM DONE!!!!
Complaint: ***
I am rejecting this response because: I used the bobs wood cleaner and a cloth to clean the table and after I saw all the scratch marks, we haven't even ate at this table yetPlease give me a call at the phone number ###-###-####
Sincerely,
*** ***
Good Day Revdex.com,
face="Times New Roman" size="3">
I have reached out to Jeffrey directly via the
telephone number provided hereI left a message for him with my direct phone
number (***) to call me back on
We are very sorry for the poor experience our customer
and his wife have endured and we have made the appropriate agreements to get
this claim settled with the delivery company for our customer
We thank our customer for escalating this concern and
providing us with an opportunity to make our failures right
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the concerns our customer is experiencing with their merchandise
Our records indicate that this
merchandise was delivered in September of and as its name depicts the
‘Goof Proof’ plan sold is designed to offer coverage against occurrences of
most accidental damageWe do provide documentations of the Bobs one year
guarantee verse the coverage of the protection plan at the time of saleAs the
customer’s warranty coverage directly thru Bobs expired years ago the
technician dispatched to the customer’s home on was done as a
courtesy
Upon inspection of the
merchandise our service professional determined that there wasn’t a sufficient way
to repair this merchandise under the terms of the courtesy service he was there
to completeThe purchased protection plan does not offer coverage if there is
no accident reported to go along with claim and therefore does not qualify for
use or dispute as the customer continues to assert that no accident has occurred
Our records further indicate that
we answered all the customer’s questions to the best of our abilities and took
the appropriate time to review, at a higher level, photographs of this customer’s
disputeAs our technician and our higher review have determined there is no
defect present (please also consider the customer maintains no direct warranty
protection thru Bobs) we are unable to offer further recourse at this time
We apologize again as we truly
wish to help every customer that we are unable to offer recourse in this
specific case
Kindest Regards,
Stephanie AG***
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, *** ***
Good
Morning Revdex.com-
We are very sorry that there has been a malfunction
on a part on the power bed. I do see
that the part was shipped to the customer today 5/11/via ***. Looking into the account further I see we do
have service appointments available in this customers area for Saturday
5/14/16. I have reached out to this
customer and left a voicemail to give us a call back if Saturday 5/14/will
not work for this customer. Otherwise we
fully expect this complaint to be completely rectified Saturday 5/14/
SERVICE
POLICY
We guarantee
that our new products will be free from factory defects for one year from date
of delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate
Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
size="3">
I spoke to our customer today (10.23.2015) and apologized for all
the concerns she has experienced with this dining room setWe have processed an
agreement to provide our customer with a reselection credit and she will
visiting our showroom within the next two months to make her reselection
We thank our customer for giving us the opportunity to make her
concerns right and apologize again for all the frustration these chairs have
caused her
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly as of I
left her a voicemail with all of my contact information as I am eager to speak
with her and resolve her concernsHer story and account are quite
appalling to me and I cannot apologize enough to this couple for what they have
been dealing with as a result of our failuresI believe our customers have
every right to be upset with us and I am anticipating her call back so I can
ensure she is properly taken care of and apologized toIf I do not hear from
*** by Tuesday afternoon (4.15.2014) I plan to reach out to her again on her
preferred phone number
Please pass along my phone number ###-###-#### and my direct email
for ***’s use: ***
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your merchandise has caused youI can understand
your frustration having been assured a delivery date previously and I truly
wish we could get this merchandise to you sooner than the current scheduled
date of 3/19/
Your account indicates that some of the
merchandise we had previously shown as being in stock was delayed from the
vendor’s overseas shipmentWhile I certainly acknowledge your reasons for
feeling disappointed and seeking assistance Bob’s prides itself on providing
you quality service and the best value product for the priceOur primary focus
is on making it right so that you are satisfied with the product that you have
purchased from usWe currently have a delivery scheduled for 3/19/to
resolve your concern
I have approved your delivery fee be
refunded to you as a Bob’s Gift Card once delivery is completed. Once the ottoman has been delivered and
everything is in the home and you are happy with the merchandise, please call
in to customer care-###-###-#### Mon-Sat 630am-8pm and Sunday 1130-7pm to
process this request
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
size="3">
We are very sorry about the confusion on this
customer’s credit. This customer opened
a new complaint without closing the previous complaint. The offer we had extended was very specific
that accepting the reselection credit would fulfill the one time replacement
that the *** warranty allows. Please see
attached the letter of offer that the customer is referring to
I have reviewed the call that the customer mentions
with the agent named Larry, he is not a supervisor, he did not reach out to
her, she called into the call center and he was the next available agent
free. He at no time during the duration
of the call claimed to be a supervisor of any kind. He did not tell this customer that she was
going to be credited for *** ***. He
told her exactly what was listed in the credit, which matched my offer. We would waive the delivery fee, but the *** *** contract could not be credited. He
did however tell her that after the delivery the customer could call back and
request an account review for compensation in the form of a Bob’s Gift
Card.
We will not be extending an offer for refund, nor would
we be able to offer to credit this customer for the *** *** insurance. This policy allows for multiple services and
parts. It does allow for a one time
replacement on any piece and then is considered fulfilled. The offer stands as it was originally
submitted
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Ms***,Thank you choosing Bob's Discount Furniture for your home furnishing needsThe goof proof warranty provides coverage against most common types of in home accidental damage, when properly reportedInside the cleaning kit is a detailed copy of the warranty that
explains the inclusions, exclusions and how to file a claimYour most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa (***) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof planPlease contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,*** **
Dear Revdex.com,
tab-stops: 334.5pt;">
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the disappointment you are experiencing
with your bonded leather setI assure you that Bobs Discount Furniture cares
very much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more
affordable price point and as its name depicts, bonded leather is real leather
that is adhered (or bonded) to a fabric backing with a strong adhesiveOver
time and with usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 80% of the original cost you paid for both the Queen Sleeper and the
Loveseat from your ‘Park Place’ setWe can also offer to cover the cost of the
new delivery fee for the new merchandise you pick outWe will expect to remove
the current merchandise in your home on the same date we deliver the new
merchandise you pick out
Please let me know if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint:***
I am rejecting this response because:
Ma'am,
This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:
I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone.
Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures.
Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?
I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't.
So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together.
This is your choice.
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
I completely disagree with the employees being properly trained, if that were the case, we wouldn't be in this situationTo put an end to this nonsense, I asked to pay it off in full so I could be done with it$to own it? Really? Purchase price was 999.00! So this company is saying I've only paid since March? This is an absolute rip off and if any of the procedure was explained clearly, nobody in their right mind would agree.
I certainly hope can come to a better agreement than this
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry we failed this
customer. It is unacceptable that the merchandise was
taken out of the home without new merchandise to replace it. We have reached out to this customer directly
with our offer of resolution. We deeply
regret the inconvenience we caused.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of "a cancelation and full refund of the customer’s order" is satisfactory to me.
Please have my credit card refunded in the full amount of the original order including delivery fees and taxesThank you
Sincerely,
Anthony C***
Good Afternoon***,
face="Calibri">I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I am rejecting this response, because I have had yet another bad encounter with this company I picked livingroom furniture for the THIRD time with the assurance that it would fit I was told that that furniture (Apollo couch & recliner chair) would be delivered on June 7, This is now my 4thdelivery and when the delivery men arrived they only had the chair, NO COUCH!! The delivery man showed me his paperwork stating my couch would be delivered on June 18, ARE YOU KIDDING ME I SAYS??? No one from the store called and told me that I was only receiving half my "set" on the 7thThis is crazy!!!! I am livid at this point!!! This is the worst company I have ever dealt with in my life NOT TO MENTION THE CUSTOMER SERVICE SUCKS!!! I made this purchase I believe at the end of April and I STILL DO NOT have a living room set Everytime I contact the store *** *** I'm either disconnected or left on hold for - minutes When someone finally picks up, they sound as if their annoyed Well, I'm beyond ANNOYED..I'm downright PISSED!!! This company has $3,of my money and I only have half the furniture I bought And all they have to say over, over and over again is sorry THEY ARE THE SORRIEST COMPANY I'VE EVER SEEN!!! I have told everyone I know to stay away from this place, I feel as if I've been robbed over and over of time and my money I want nothing else to do with this company ever after this is resolved I want them to come and pick up every piece of furniture that WAS delivered (some that I asked not to be) cancel the rest of my order and GIVE ME A FULL REFUND!!! I'm done waiting, I have no more patience for this company I want my refund in a cashier's check that I will pick up, not a check mailed in days!! I have to now go somewhere else and shop for furniture If this isn't resolved in the next day or two, I will be forced to contact the Attorney General and the news about this, IM DONE!!!!
Complaint: ***
I am rejecting this response because: I used the bobs wood cleaner and a cloth to clean the table and after I saw all the scratch marks, we haven't even ate at this table yetPlease give me a call at the phone number ###-###-####
Sincerely,
*** ***
Good Day Revdex.com,
face="Times New Roman" size="3">
I have reached out to Jeffrey directly via the
telephone number provided hereI left a message for him with my direct phone
number (***) to call me back on
We are very sorry for the poor experience our customer
and his wife have endured and we have made the appropriate agreements to get
this claim settled with the delivery company for our customer
We thank our customer for escalating this concern and
providing us with an opportunity to make our failures right
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the concerns our customer is experiencing with their merchandise
Our records indicate that this
merchandise was delivered in September of and as its name depicts the
‘Goof Proof’ plan sold is designed to offer coverage against occurrences of
most accidental damageWe do provide documentations of the Bobs one year
guarantee verse the coverage of the protection plan at the time of saleAs the
customer’s warranty coverage directly thru Bobs expired years ago the
technician dispatched to the customer’s home on was done as a
courtesy
Upon inspection of the
merchandise our service professional determined that there wasn’t a sufficient way
to repair this merchandise under the terms of the courtesy service he was there
to completeThe purchased protection plan does not offer coverage if there is
no accident reported to go along with claim and therefore does not qualify for
use or dispute as the customer continues to assert that no accident has occurred
Our records further indicate that
we answered all the customer’s questions to the best of our abilities and took
the appropriate time to review, at a higher level, photographs of this customer’s
disputeAs our technician and our higher review have determined there is no
defect present (please also consider the customer maintains no direct warranty
protection thru Bobs) we are unable to offer further recourse at this time
We apologize again as we truly
wish to help every customer that we are unable to offer recourse in this
specific case
Kindest Regards,
Stephanie AG***
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, *** ***
Good
Morning Revdex.com-
We are very sorry that there has been a malfunction
on a part on the power bed. I do see
that the part was shipped to the customer today 5/11/via ***. Looking into the account further I see we do
have service appointments available in this customers area for Saturday
5/14/16. I have reached out to this
customer and left a voicemail to give us a call back if Saturday 5/14/will
not work for this customer. Otherwise we
fully expect this complaint to be completely rectified Saturday 5/14/
SERVICE
POLICY
We guarantee
that our new products will be free from factory defects for one year from date
of delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate
Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
size="3">
I spoke to our customer today (10.23.2015) and apologized for all
the concerns she has experienced with this dining room setWe have processed an
agreement to provide our customer with a reselection credit and she will
visiting our showroom within the next two months to make her reselection
We thank our customer for giving us the opportunity to make her
concerns right and apologize again for all the frustration these chairs have
caused her
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly as of I
left her a voicemail with all of my contact information as I am eager to speak
with her and resolve her concernsHer story and account are quite
appalling to me and I cannot apologize enough to this couple for what they have
been dealing with as a result of our failuresI believe our customers have
every right to be upset with us and I am anticipating her call back so I can
ensure she is properly taken care of and apologized toIf I do not hear from
*** by Tuesday afternoon (4.15.2014) I plan to reach out to her again on her
preferred phone number
Please pass along my phone number ###-###-#### and my direct email
for ***’s use: ***
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your merchandise has caused youI can understand
your frustration having been assured a delivery date previously and I truly
wish we could get this merchandise to you sooner than the current scheduled
date of 3/19/
Your account indicates that some of the
merchandise we had previously shown as being in stock was delayed from the
vendor’s overseas shipmentWhile I certainly acknowledge your reasons for
feeling disappointed and seeking assistance Bob’s prides itself on providing
you quality service and the best value product for the priceOur primary focus
is on making it right so that you are satisfied with the product that you have
purchased from usWe currently have a delivery scheduled for 3/19/to
resolve your concern
I have approved your delivery fee be
refunded to you as a Bob’s Gift Card once delivery is completed. Once the ottoman has been delivered and
everything is in the home and you are happy with the merchandise, please call
in to customer care-###-###-#### Mon-Sat 630am-8pm and Sunday 1130-7pm to
process this request
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
size="3">
We are very sorry about the confusion on this
customer’s credit. This customer opened
a new complaint without closing the previous complaint. The offer we had extended was very specific
that accepting the reselection credit would fulfill the one time replacement
that the *** warranty allows. Please see
attached the letter of offer that the customer is referring to
I have reviewed the call that the customer mentions
with the agent named Larry, he is not a supervisor, he did not reach out to
her, she called into the call center and he was the next available agent
free. He at no time during the duration
of the call claimed to be a supervisor of any kind. He did not tell this customer that she was
going to be credited for *** ***. He
told her exactly what was listed in the credit, which matched my offer. We would waive the delivery fee, but the *** *** contract could not be credited. He
did however tell her that after the delivery the customer could call back and
request an account review for compensation in the form of a Bob’s Gift
Card.
We will not be extending an offer for refund, nor would
we be able to offer to credit this customer for the *** *** insurance. This policy allows for multiple services and
parts. It does allow for a one time
replacement on any piece and then is considered fulfilled. The offer stands as it was originally
submitted
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Dear Ms***,Thank you choosing Bob's Discount Furniture for your home furnishing needsThe goof proof warranty provides coverage against most common types of in home accidental damage, when properly reportedInside the cleaning kit is a detailed copy of the warranty that
explains the inclusions, exclusions and how to file a claimYour most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa (***) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof planPlease contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,*** **
Dear Revdex.com,
tab-stops: 334.5pt;">
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the disappointment you are experiencing
with your bonded leather setI assure you that Bobs Discount Furniture cares
very much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more
affordable price point and as its name depicts, bonded leather is real leather
that is adhered (or bonded) to a fabric backing with a strong adhesiveOver
time and with usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process
If you would like to reselect to a different set, made of a
different material that may fit your furniture needs better we can offer to
credit you 80% of the original cost you paid for both the Queen Sleeper and the
Loveseat from your ‘Park Place’ setWe can also offer to cover the cost of the
new delivery fee for the new merchandise you pick outWe will expect to remove
the current merchandise in your home on the same date we deliver the new
merchandise you pick out
Please let me know if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint:***
I am rejecting this response because:
Ma'am,
This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:
I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone.
Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures.
Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?
I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't.
So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together.
This is your choice.
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
I completely disagree with the employees being properly trained, if that were the case, we wouldn't be in this situationTo put an end to this nonsense, I asked to pay it off in full so I could be done with it$to own it? Really? Purchase price was 999.00! So this company is saying I've only paid since March? This is an absolute rip off and if any of the procedure was explained clearly, nobody in their right mind would agree.
I certainly hope can come to a better agreement than this
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry we failed this
customer. It is unacceptable that the merchandise was
taken out of the home without new merchandise to replace it. We have reached out to this customer directly
with our offer of resolution. We deeply
regret the inconvenience we caused.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of "a cancelation and full refund of the customer’s order" is satisfactory to me.
Please have my credit card refunded in the full amount of the original order including delivery fees and taxesThank you
Sincerely,
Anthony C***
Good Afternoon***,
face="Calibri">I am so sorry to learn of the disappointment you are
experiencing with your recently replaced left arm facing loveseatI assure you
that Bobs Discount Furniture cares very much to resolve our customer’s concerns
and views our valued customers as the most important part of our business
Upon further review of your case an executive decision has
been made to provide you with a factory fresh, replacement left arm facing loveseat
Please contact our Customer Care Office at ###-###-####
(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory
fresh replacement and take away the damaged merchandise you currently have in
your homeI have created the necessary paperwork for this exchange and
uploaded it to your account todayFor your records the internal order numbers
associated with this exchange are: *** and***
I apologize again for the time you have had to spend seeking
resolution to this concern and thank you for bringing the coaching concerns we
have to our attention
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***