Good Afternoon Revdex.com-
We are very sorry for the
miscommunication and delay this customer
has dealt with. We are showing that
*** has possession of the mechanism, it is on the truck today for
delivery. Tracking number is ***. Once the customer has received this we ask
the customer to call in to schedule an installation. Thank you for bringing this concern to our
attention.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Bobs outlet center in Villa Park has a rule that any discounted pieces bought must be picked up in hours I picked up my purchase in hours per the phone call from them This policy is unfortunately not being enforced with all customers , only certain ones I wanted to buy a set , someone else purchased after hours had passed, I asked if I could purchase because they never came to pick it upAt this point the manager Janet removed the bed from the sales floor and said she cannot sell us the bed Just so happens that the customers are the same race as the manager All store policies should be upheld the same to all people I had to pay for movers to adide by this policy while others are given exceptions This practice is not fair and is unprofessional
Good Afternoon ***,
I am terribly sorry for the ordeal that these pests have caused
you to endure and I can certainly understand your frustrationAs I wasn't
present during this transaction I can neither confirm nor deny the verbal
communications that transpired between you and your sales professionalWe
provide a flyer of the Goof Proof Plus plan that indicates what is covered and
instructs our customer to review their entire *** Plan for full details as
there are exclusions to coverage
An issue caused by the environment the merchandise is being kept
in is not the fault of the retailer and regretfully we are unable to provide recourse
when we cannot take responsibility for the type of concerns you are reportingI
understand your concern and empathize with the bed bug issue you are dealing
with in your home and apologize to you again that we are unable to provide
recourse for a concern that has occurred beyond our control
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
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 as
this is the customer’s current information, not the delivery address or name on
the account, I am unable to locate the account
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 invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or the
original phone numbers that may bring up their account records
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,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. ***,Thank you for choosing Bob's Discount FurnitureI apologize for the delivery scheduling issuesI attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am
on June 1, but your phone just rang.I would like to review your purchase and schedule delivery, ASAP. Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,*** **
Good Morning Revdex.com-
0in 0pt;">
We are sorry that proper procedure has not been followed in regards to
this customers merchandise issues. This
has caused delay in having this rectified.
We do have service available for this customer, in their area. It is an out of zone service and is handled
differently, but it is available. We
have a contract with a company in this area for technicians. Due to it being so far from any of our
warehouses and our stock of supplies, we would need photos of the damages
before we can schedule any techs. We
would not want to waste a customer’s time scheduling a technician that does not
have necessary supplies
Once photos have been submitted through the Revdex.com mediation service we can
offer either the service to correct the issues or other resolutions if our
service department feels the pieces would not be able to be brought up to
manufacturing standards. We will be
taking into account that these pieces have been moved from original delivery
address
Please submit at least photos of each damage, one close up, one from a
distance so we can verify it is the merchandise on the order
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 Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could have gotten the part to
you sooner
Parts are ordered directly from the vendor,
they are not something we keep in stock.
We have shipped the parts out of our Connecticut warehouse today
If you still remain unsatisfied after your part
has been installed we can revisit your account and discuss what option we may
have to accommodate you further
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect
As a token of apology for the long wait on
the part order we would like to offer you a Bob’s credit in the amount of
$150.00. If you would like to accept this
offer please reply to the Revdex.com that it is accepted and we will process the
paperwork to have the credit put on your account. I have also set up the installation service,
please call when you receive the parts to schedule a date that is most convenient
for you.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are concerned about the complaint regarding the service that was received in
the store and on the phone. All calls
coming into customer service are recorded and will be reviewed for quality of
service. We take these complaints very
seriously, as we trust all Bob’s employees to represent Bob’s in a professional
manner
We are sorry for any miscommunication. When we write up a reselection credit due to
a manufacturing issue, we note in the credit that the customer will not be
charged a new delivery fee, this is reviewed by the store. The customer has already paid a delivery fee
and our merchandise did not meet expectations.
We do not include the delivery fee in the credit. This is very clearly noted that we would not
be charging a new delivery fee. This is
standard procedure.
We would not be able to offer a refund on merchandise
that was delivered two months previousWe hope the customer will be able to find another
set that they will love for many years to come
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: it is inaccurate
Yes, I did state that my (very small, ages and 3) children have occasionally jumped on the sofas. However, they did not cause the damage to the springs or seams, nor did I ever state that. The reason I know this to be fact, and not opinion, is that the damage occurred prior to the children even acquiring the ability to jump at all, let alone jump on the furniture. Also, many of the other complaints filed against Bob's have stated the EXACT same issues of the seams tearing and the springs breaking, making it evident that my situation is not an isolated incident.
The response from Bob's did not address the fact that I purchased and paid for additional protection because the salesman told me that I would be covered for any and every type of damage that could occur once the merchandise was in my home. Clearly, the salesman lied as my valid claims were denied. Also, in an email from *** ***, he admitted that Bob's as a company failed me but still did nothing to rectify the situation. My request to have my merchandise inspected and repaired or replaced was not beyond what I, as a customer, am not only entitled to, but it is also a service for which I already paid. Since the Goof Proof coverage I purchased is defective and is not the product described by the salesman at the time of purchase, I would like to return it for a full refund of the purchase price of the Goof Proof plan
I continue to be dissatisfied by the lack of effort on Bob's part to rectify a situation in which they sold defective merchandise to an unsuspecting customer
Sincerely,
*** ***
Horrible horrible horribleMy sofas frame has broke in different spots and even with my added insurance that I purchased they will not fix or replaceNo preice of furniture should break within 1/years
Complaint: ***
I am rejecting this response because:
I understand what MsStephanie have stated but I am not stating that Bob's Discount Furniture sold the merchandise infected on purpose but I am sure that they indeed sell the merchandise infectedAt first I myself tried to inspect the merchandise and did not find anything but with bites I experienced I knew I had to call exterminatorsBefore I had the bedroom set I stayed in the new apartment on a blow up bed and there were no bite marksAfter the furniture I then noticed the bitesAt first I thought it was all in my head but then I knew I would have to call exterminatorsWhen Bells Environmental exterminators came to the apartment they brought with them a canine dogThe point of this is to pinpoint where the bedbugs or evidence of bedbugs may beMsStephanie reports that the bedbugs were probably in my dwelling before handHowever if this was so the canine dog would have found evidence of bedbugs somewhere in my apartmentThe canine dog would have found evidence in the walls, sockets, etc, but the canine only found evidence in the frame of the bed and no where else in the apartmentBedbugs travel as we all know and there would have definitely been some form of bedbug evidence elsewhereMsStephanie reporting that they package their items is not a good response especially when the items wrappings are delivered with holes in themGranted I did not look at this as a problem, I didn't care less about holes in the wrapping but reporting that items are wrapped to avoid pests is not trueSo that is a response that I cannot acceptPlease do not take this lightly because if my bedroom set came to me with bedbug evidence and infested then most likely there are probably bed bugs in the warehouse where it was shipped fromEven if my issue cannot be resolved I truly would like to advocate that the warehouse where my bedroom set was shipped from gets exterminated and some form of proof is provided of thatEven if my issue cannot be resolved I also want others to know about my review and complaintThis was a horrible experience and I want others to be aware before they make any purchases from Bob's Discount FurnitureI do blame Bob's Discount Furniture for selling me the merchandise but I partially blame myself form not researching the company before my purchaseIf I did research the company then I would have seen all of the reviews and I would have stayed clear knowing that the warehouse is most likely bed bug infested
Sincerely,
*** ***
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
spoken with *** today (8.05.2014) and apologized for the lack of care she
has received while looking to us for helpAs a further apology we will be
ordering and installing this part at no charge to ***Currently the availability
of the part needed is back ordered until the end of this month, I have made
*** aware that I will continue to personally work on her behalf to get this
part to her sooner than the back order date*** has been provided with my
direct phone number and I look forward to being able to completely satisfy our
customer in the near futureI thank *** for taking the time to file this
complaint so that we are adequately made aware of the areas within our company
that need enhancement
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that our customer
experienced any disappointment with their furniture and we assure our customer
that we have stood behind taking ownership for the defect experienced and
making the concern right under the policies set forth during the time of sale
Furniture today is primarily
manufactured in mass qualities and while a defect can occur it does not make
the entire product line thereafter defectiveWe are also sorry that we were
unable to honor the customer’s request for a refund; we stand behind the
policies that we have in place in order to keep all resolutions fair for all
customers alike
Our records indicate that we have
delivered the exchanged items successfully as of We apologize to
our customer again as it was never our intention to cause them any disappointment
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***, Thank you for choosing Bob's Discount FurnitureI apologize for your most recent delivery experienceI shared your Revdex.com complaint with the customer care supervisor, ***She has tried calling you multiple times (6/
&6/17), leaving voicemail messages but has yet to receive a call back (you also may have received a call from ***-another supervisor 6/18) Please allow *** an opportunity to speak with you, discuss your concerns and arrive at an amicable monetary resolution*** is more than capable of addressing your concerns and I am confident that she will be able to settle this complaint to your satisfactionIn the event, you are still dissatisfied after speaking with her, please let me know and I will do my best to assist you.Thank you,*** **
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the damaged product continues to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they would like the merchandise picked up
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. The store manager offered this customer
compensation to purchase additional merchandise in the amount of $which
was accepted by this customer.
We currently have a new order, with this merchandise plus and additional chair
pending, awaiting the customer to pay off the balance of $
If this customer would like to cancel this order and
have the merchandise in the home picked up for a refund we will honor that
request. This is far outside of our
return policy. If this customer wants to
pursue this option we will reject off the $credit that was offered to
enable the customer to purchase a chair to accent the set that she has
requested to return.
This has been documented in the account, if the
customer chooses to proceed with the pick up for refund they can call into
customer care to have processed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** ***,
After thoroughly researching your account, we have come up with (2) courtesy options for recourseDepending on the location of both stains/rips, we can order (2) replacement seat casings, back pillow casings or toss pillows; the alternative would be to cancel the goof proof plan and issue a refund in the amount of $versus the $you paid in Although merchandise replacement is one of the options for an approved goof proof claim, it is not first or only option available. Since *** has denied your claim, Bob's wants to make you happy by exploring options that benefit you as well as the company
It is our hope that you understand our position and appreciate the offers presented
Sincerely
*** ***
Good Morning ***,
Thank you for choosing Bob's Discount Furniture for your home furnishing and bedding needsI apologize the mattress has failed to provide the comfort and support you expected
Bob's Discount Furniture understands the importance of a good
nights restYour desire to return the mattress for a refund is understood and I have processed the necessary paperwork allowing you to do so. The return will only be granted for the mattress and there will no credit for the foundations or delivery fee
Please contact our customer care department at ###-###-#### to scheldue a date to have the mattress picked upThe refund will be issued back to the original form of payment within 10-business days after the pick up however, you will need to provide the *** credit card number
Good Afternoon Revdex.com and
black;">Angelique,
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 have rescheduled the service appointment
to coincide with the delivery that is scheduled for Tuesday
We are sorry that the delivery team was not able to complete the delivery on
the original delivery date. It is
difficult to guarantee that. I am sure
the store believed that have covered all of the bases, but sometimes low
ceilings, tight corners, light fixtures and even smoke detectors make the
entire process a difficult one
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking a token of apology from
us they will be able to speak with our Customer Care Office once delivery is
completed successfully We will review
the account at that time and determine what we are able to offerCompensation
is offered in the form of a Bob’s Gift Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We hope to hear back from the customer to
discuss the offer in depth We thank
the Revdex.com for bringing this to our attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
We bought are first couch with bobs in and within in months we exchanged it due to poor quality and the seams were coming apart After month we exchanged are mattress due to flat spots now in are couch that has heat and messages does not work and they can not fix even though we have the five year goof proof plan We went to are local store in fair fax va with are credit and found a new couch that we was told we take a month and a half to get in as they have to order it from oversees We explained that we are moving to Texas and they said we would have to pay to ship it there for $ We asked for the floor model and said no Bad and rude customer service and cheap quality
Good Afternoon Revdex.com-
We are very sorry for the
miscommunication and delay this customer
has dealt with. We are showing that
*** has possession of the mechanism, it is on the truck today for
delivery. Tracking number is ***. Once the customer has received this we ask
the customer to call in to schedule an installation. Thank you for bringing this concern to our
attention.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Bobs outlet center in Villa Park has a rule that any discounted pieces bought must be picked up in hours I picked up my purchase in hours per the phone call from them This policy is unfortunately not being enforced with all customers , only certain ones I wanted to buy a set , someone else purchased after hours had passed, I asked if I could purchase because they never came to pick it upAt this point the manager Janet removed the bed from the sales floor and said she cannot sell us the bed Just so happens that the customers are the same race as the manager All store policies should be upheld the same to all people I had to pay for movers to adide by this policy while others are given exceptions This practice is not fair and is unprofessional
Good Afternoon ***,
I am terribly sorry for the ordeal that these pests have caused
you to endure and I can certainly understand your frustrationAs I wasn't
present during this transaction I can neither confirm nor deny the verbal
communications that transpired between you and your sales professionalWe
provide a flyer of the Goof Proof Plus plan that indicates what is covered and
instructs our customer to review their entire *** Plan for full details as
there are exclusions to coverage
An issue caused by the environment the merchandise is being kept
in is not the fault of the retailer and regretfully we are unable to provide recourse
when we cannot take responsibility for the type of concerns you are reportingI
understand your concern and empathize with the bed bug issue you are dealing
with in your home and apologize to you again that we are unable to provide
recourse for a concern that has occurred beyond our control
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their experience with us
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 as
this is the customer’s current information, not the delivery address or name on
the account, I am unable to locate the account
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 invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or the
original phone numbers that may bring up their account records
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,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. ***,Thank you for choosing Bob's Discount FurnitureI apologize for the delivery scheduling issuesI attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am
on June 1, but your phone just rang.I would like to review your purchase and schedule delivery, ASAP. Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,*** **
Good Morning Revdex.com-
0in 0pt;">
We are sorry that proper procedure has not been followed in regards to
this customers merchandise issues. This
has caused delay in having this rectified.
We do have service available for this customer, in their area. It is an out of zone service and is handled
differently, but it is available. We
have a contract with a company in this area for technicians. Due to it being so far from any of our
warehouses and our stock of supplies, we would need photos of the damages
before we can schedule any techs. We
would not want to waste a customer’s time scheduling a technician that does not
have necessary supplies
Once photos have been submitted through the Revdex.com mediation service we can
offer either the service to correct the issues or other resolutions if our
service department feels the pieces would not be able to be brought up to
manufacturing standards. We will be
taking into account that these pieces have been moved from original delivery
address
Please submit at least photos of each damage, one close up, one from a
distance so we can verify it is the merchandise on the order
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 Afternoon ***
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could have gotten the part to
you sooner
Parts are ordered directly from the vendor,
they are not something we keep in stock.
We have shipped the parts out of our Connecticut warehouse today
If you still remain unsatisfied after your part
has been installed we can revisit your account and discuss what option we may
have to accommodate you further
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect
As a token of apology for the long wait on
the part order we would like to offer you a Bob’s credit in the amount of
$150.00. If you would like to accept this
offer please reply to the Revdex.com that it is accepted and we will process the
paperwork to have the credit put on your account. I have also set up the installation service,
please call when you receive the parts to schedule a date that is most convenient
for you.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are concerned about the complaint regarding the service that was received in
the store and on the phone. All calls
coming into customer service are recorded and will be reviewed for quality of
service. We take these complaints very
seriously, as we trust all Bob’s employees to represent Bob’s in a professional
manner
We are sorry for any miscommunication. When we write up a reselection credit due to
a manufacturing issue, we note in the credit that the customer will not be
charged a new delivery fee, this is reviewed by the store. The customer has already paid a delivery fee
and our merchandise did not meet expectations.
We do not include the delivery fee in the credit. This is very clearly noted that we would not
be charging a new delivery fee. This is
standard procedure.
We would not be able to offer a refund on merchandise
that was delivered two months previousWe hope the customer will be able to find another
set that they will love for many years to come
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: it is inaccurate
Yes, I did state that my (very small, ages and 3) children have occasionally jumped on the sofas. However, they did not cause the damage to the springs or seams, nor did I ever state that. The reason I know this to be fact, and not opinion, is that the damage occurred prior to the children even acquiring the ability to jump at all, let alone jump on the furniture. Also, many of the other complaints filed against Bob's have stated the EXACT same issues of the seams tearing and the springs breaking, making it evident that my situation is not an isolated incident.
The response from Bob's did not address the fact that I purchased and paid for additional protection because the salesman told me that I would be covered for any and every type of damage that could occur once the merchandise was in my home. Clearly, the salesman lied as my valid claims were denied. Also, in an email from *** ***, he admitted that Bob's as a company failed me but still did nothing to rectify the situation. My request to have my merchandise inspected and repaired or replaced was not beyond what I, as a customer, am not only entitled to, but it is also a service for which I already paid. Since the Goof Proof coverage I purchased is defective and is not the product described by the salesman at the time of purchase, I would like to return it for a full refund of the purchase price of the Goof Proof plan
I continue to be dissatisfied by the lack of effort on Bob's part to rectify a situation in which they sold defective merchandise to an unsuspecting customer
Sincerely,
*** ***
Horrible horrible horribleMy sofas frame has broke in different spots and even with my added insurance that I purchased they will not fix or replaceNo preice of furniture should break within 1/years
Complaint: ***
I am rejecting this response because:
I understand what MsStephanie have stated but I am not stating that Bob's Discount Furniture sold the merchandise infected on purpose but I am sure that they indeed sell the merchandise infectedAt first I myself tried to inspect the merchandise and did not find anything but with bites I experienced I knew I had to call exterminatorsBefore I had the bedroom set I stayed in the new apartment on a blow up bed and there were no bite marksAfter the furniture I then noticed the bitesAt first I thought it was all in my head but then I knew I would have to call exterminatorsWhen Bells Environmental exterminators came to the apartment they brought with them a canine dogThe point of this is to pinpoint where the bedbugs or evidence of bedbugs may beMsStephanie reports that the bedbugs were probably in my dwelling before handHowever if this was so the canine dog would have found evidence of bedbugs somewhere in my apartmentThe canine dog would have found evidence in the walls, sockets, etc, but the canine only found evidence in the frame of the bed and no where else in the apartmentBedbugs travel as we all know and there would have definitely been some form of bedbug evidence elsewhereMsStephanie reporting that they package their items is not a good response especially when the items wrappings are delivered with holes in themGranted I did not look at this as a problem, I didn't care less about holes in the wrapping but reporting that items are wrapped to avoid pests is not trueSo that is a response that I cannot acceptPlease do not take this lightly because if my bedroom set came to me with bedbug evidence and infested then most likely there are probably bed bugs in the warehouse where it was shipped fromEven if my issue cannot be resolved I truly would like to advocate that the warehouse where my bedroom set was shipped from gets exterminated and some form of proof is provided of thatEven if my issue cannot be resolved I also want others to know about my review and complaintThis was a horrible experience and I want others to be aware before they make any purchases from Bob's Discount FurnitureI do blame Bob's Discount Furniture for selling me the merchandise but I partially blame myself form not researching the company before my purchaseIf I did research the company then I would have seen all of the reviews and I would have stayed clear knowing that the warehouse is most likely bed bug infested
Sincerely,
*** ***
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
spoken with *** today (8.05.2014) and apologized for the lack of care she
has received while looking to us for helpAs a further apology we will be
ordering and installing this part at no charge to ***Currently the availability
of the part needed is back ordered until the end of this month, I have made
*** aware that I will continue to personally work on her behalf to get this
part to her sooner than the back order date*** has been provided with my
direct phone number and I look forward to being able to completely satisfy our
customer in the near futureI thank *** for taking the time to file this
complaint so that we are adequately made aware of the areas within our company
that need enhancement
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that our customer
experienced any disappointment with their furniture and we assure our customer
that we have stood behind taking ownership for the defect experienced and
making the concern right under the policies set forth during the time of sale
Furniture today is primarily
manufactured in mass qualities and while a defect can occur it does not make
the entire product line thereafter defectiveWe are also sorry that we were
unable to honor the customer’s request for a refund; we stand behind the
policies that we have in place in order to keep all resolutions fair for all
customers alike
Our records indicate that we have
delivered the exchanged items successfully as of We apologize to
our customer again as it was never our intention to cause them any disappointment
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***, Thank you for choosing Bob's Discount FurnitureI apologize for your most recent delivery experienceI shared your Revdex.com complaint with the customer care supervisor, ***She has tried calling you multiple times (6/
&6/17), leaving voicemail messages but has yet to receive a call back (you also may have received a call from ***-another supervisor 6/18) Please allow *** an opportunity to speak with you, discuss your concerns and arrive at an amicable monetary resolution*** is more than capable of addressing your concerns and I am confident that she will be able to settle this complaint to your satisfactionIn the event, you are still dissatisfied after speaking with her, please let me know and I will do my best to assist you.Thank you,*** **
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience the damaged product continues to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they would like the merchandise picked up
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. The store manager offered this customer
compensation to purchase additional merchandise in the amount of $which
was accepted by this customer.
We currently have a new order, with this merchandise plus and additional chair
pending, awaiting the customer to pay off the balance of $
If this customer would like to cancel this order and
have the merchandise in the home picked up for a refund we will honor that
request. This is far outside of our
return policy. If this customer wants to
pursue this option we will reject off the $credit that was offered to
enable the customer to purchase a chair to accent the set that she has
requested to return.
This has been documented in the account, if the
customer chooses to proceed with the pick up for refund they can call into
customer care to have processed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** ***,
After thoroughly researching your account, we have come up with (2) courtesy options for recourseDepending on the location of both stains/rips, we can order (2) replacement seat casings, back pillow casings or toss pillows; the alternative would be to cancel the goof proof plan and issue a refund in the amount of $versus the $you paid in Although merchandise replacement is one of the options for an approved goof proof claim, it is not first or only option available. Since *** has denied your claim, Bob's wants to make you happy by exploring options that benefit you as well as the company
It is our hope that you understand our position and appreciate the offers presented
Sincerely
*** ***
Good Morning ***,
Thank you for choosing Bob's Discount Furniture for your home furnishing and bedding needsI apologize the mattress has failed to provide the comfort and support you expected
Bob's Discount Furniture understands the importance of a good
nights restYour desire to return the mattress for a refund is understood and I have processed the necessary paperwork allowing you to do so. The return will only be granted for the mattress and there will no credit for the foundations or delivery fee
Please contact our customer care department at ###-###-#### to scheldue a date to have the mattress picked upThe refund will be issued back to the original form of payment within 10-business days after the pick up however, you will need to provide the *** credit card number
Good Afternoon Revdex.com and
black;">Angelique,
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 have rescheduled the service appointment
to coincide with the delivery that is scheduled for Tuesday
We are sorry that the delivery team was not able to complete the delivery on
the original delivery date. It is
difficult to guarantee that. I am sure
the store believed that have covered all of the bases, but sometimes low
ceilings, tight corners, light fixtures and even smoke detectors make the
entire process a difficult one
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking a token of apology from
us they will be able to speak with our Customer Care Office once delivery is
completed successfully We will review
the account at that time and determine what we are able to offerCompensation
is offered in the form of a Bob’s Gift Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We hope to hear back from the customer to
discuss the offer in depth We thank
the Revdex.com for bringing this to our attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
We bought are first couch with bobs in and within in months we exchanged it due to poor quality and the seams were coming apart After month we exchanged are mattress due to flat spots now in are couch that has heat and messages does not work and they can not fix even though we have the five year goof proof plan We went to are local store in fair fax va with are credit and found a new couch that we was told we take a month and a half to get in as they have to order it from oversees We explained that we are moving to Texas and they said we would have to pay to ship it there for $ We asked for the floor model and said no Bad and rude customer service and cheap quality