First I would like to say that I made a prior purchase and it was flawlessFor that one I purchased a table that seat No problems and it was delivered in a timely matterSo I opted to purchase again for bedroom furniture for my daughterI initally purchased a bed November 4thThe sale rep called within the hour of my purchase to tell me that parts of the bed were not in stock and they the bed could not be delivered until early DecemberDuring that time my husband and I decided we wanted the entire bedroom collectionSo we canceled the order and purchased the bedroom collectionThe sales rep called and we scheduled again for the day that was used for the prior purchaseWell thats when Bobs dropped the ballMy order became lostI called back to double check on the date of delivery and was told they had no recordSo I'd give them the order # and rescheduleI did that about timesNo delivery ever cameSo I finally decided that I would just cancelNow Bobs says you were never charged! I faxed over my banking statement to prove this and guess what happened! NothingNo manager called to say I'm working on thisThankfully I used *** to make this purchaseI'm going to have them contact Bobs for my money and pray that they will get my moneyI will never use Bobs again and will relay to anyone and everyone this poorly handled experience
I should have read all so many complains about BOBS furnitureMy badThis is my complain for what I think is structured lie on company behaviors Purchased sofa bed for elderly parents on Feb 15, with promise to be delivered on Saturday Feb 20th from the storeTill store got the money they were very nice and very promisingOn the 20th when calling customer service to ask where is the delivery, they tell us "we are not working on Saturday your delivery will be on three days Feb 23rd"And they have done the trickOn the store promised Feb 20th and on the paperwork put it down Feb 23rdSo watch out very good the paperwork!!!!! Never trust "friendly" salespersonsThey are doing everything to get your business and then do not want to hear anything from youSpoke with Naomi costumer service rep on 23rdShe stated they have been at the address of delivery sometime around pm but nobody was theremy elderly parents that have this as the biggest event in quite some time, were waiting since morning-one in the apartment and one at the building door lobbyNaomi promised to do everything possible to deliver sofa bed next dayNext day I got a robocall notifying delivery is scheduled still for Feb 26thDedham Store manager witch I also spoke on Feb 23rd and promised to call me back and customer service didn't have the face to call-they were implicated on the "lies delivery chain"robocall was easy enough for them, whatever customer has to go through-not their problemI called back customer service and Ally understood the frustration caused by this serviceShe again started customer service game with hanging you out for more then min on the phone to give delay and empty promises like: "we will see if we can deliver tomorrow today is not possibleDelivery was there at but no one open the door"
I was asking for a supervisor that can make things happen today, due to the "State of the art Delivery system" that Bobs are trying to sell to youAfter min waiting on the line Heather the account manager on Bobs corporate office wanted again to hear my claimAnd she tells me that delivery was there at pm ( please note that different people give you three different scenarios and delivery time) and no body was to open the doorBobs people didn't know that those lies have other means to be provenFor example my parents door bell system has a FUTUREDoorbell is just not ringing at the apartment were my mother was waiting, but also on the phone connected with apartment number, from were you can open the door remotelyAlso a CAMERA system directed at the building lobby and building perimeter can prove their lieDefinitely when I asked Heather to speak with her supervisor, she told me "I'm a supervisor of the account and you delivery will be on Feb 26th"Asking again about her supervisor she told me "this will be possible in Business hours" like I was going to talk with a Marsian not with a responsible customer assistant personA shake up need to be done sooner than later if Bobs willing to sell furniture and hold on Business promisesOtherwise Quo vadis Bobs furniture will get faster then though the answer Bobs furniture chain of lies deserve
THE absolute WORST delivery service I have ever witnessedHave had a queen and full mattress set delivered on separate occasions and experienced the same horrific delivery service both timesWill NEVER patronize againHey Revdex.com, how can a business with 92% negative reviews have an A+ rating? Complete **, makes me question my faith in the Revdex.com as well
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselectOur mattress satisfaction policy applies to the mattress only and reads as follows
on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeOn March 27, you purchased the *** mattress and foundation as a set for $799.00; the mattress price was $and the foundation was $When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattressSince you reselected to a more expensive mattress you were responsible for the upgrade cost as well as taxI have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,*** **
Good Morning ***,
Your apprehension is understandable and most of all we want
to get you the exact product you purchased in the condition you were expecting
itThat is truly the responsibility that is owed to you from our business
Regretfully we are unable to fully honor the parameters of the options you have
presentedI have listed three (3) options below for your review and would
truly appreciate the opportunity to move forward in helping you resolve your
concerns
Option #1:
We can deliver you the piece we have located in our
warehouse to complete your sectional and provide you with a 30% concession to
keep as is in the form of a monetary refund (this % would be based off of the
price you paid us for the sectional pieces alone). If you are in agreement to this option we can
offer to refund you the monies you paid us for a delivery fee as our further
form of apology for inconveniences we have caused
Option #2:
We can deliver you the piece we have located in our
warehouse to complete your sectional and start the re order process to get you
a completely new (built all at one time so there is no chance of a dye lot
concern) special order sectionalWith this option you will have use of a full
sectional set during the time that the vendor is manufacturing your replacement
setThis replacement sectional will take anywhere from -weeks to be
fully manufactured and shipped to us from our overseas vendor (this is their
processing time and I apologize for any confusion that may have stemmed from
your original agreements with your salesperson)There is no way for us to
‘rush’ order this process and honestly if there was I wouldn’t be comfortable
asking the vendor to do it in fear that you would be disappointed againIf you
are in agreement to this option we can offer to refund you the monies you paid
us for a delivery fee as our further form of apology for inconveniences we have
caused
Option #3:
We can schedule a date with you to retrieve the current
pieces of the sectional you posses and process a full monetary refund (once the
pieces have been fully checked into our distribution center and the refund
amount will be based on the amount you have paid us for your sales order- you
would be asked to call our customer care office at ###-###-#### to fully
process this refund transaction)If you are accepting of this option we can
provide you with a $Bobs Discount Furniture Gift Card as a further form
of apologyWe cannot discuss providing you with a monetary amount of
compensation should we be removing your merchandise and refunding your sale
Kind Regards,
*** ** ***
Customer Care Corporate Liaison
Bobs Discount Furniture
Good Morning ***,
size="3">
Thank you for being a Bobs Customer, we truly appreciate you and
your business and apologize that you are dissatisfied with your ‘***’
table
The top of your table is not ‘Faux Marble’, we sell real stone
products at Bobs Discount Furniture and I have included our store signage that
we display in our dining area denoting this fact
With this fact being acknowledged, public information is available
for the proper care of a marble productThis information is available to aide
all consumers in properly caring for their marbleI was able to easily find
this basic list of dos and don’ts via this link:
***
DO use
coasters under glasses, especially if they contain alcohol or citrus
juices
DO use
trivets or mats under hot dishes or cookware
DO use place
mats under china, ceramics, silver or other objects that may scratch your
stone’s surface
DO place a
small rug or mat at entryways to trap dirt and sand from foot
traffic
DO dust
countertops, islands, vanities and floors frequently
DO blot up
spills immediately to minimize permanent damage to the stone
DO clean
surfaces regularly with neutral cleaners designed for stone
DON’T use
vinegar, bleach, ammonia, other general purpose cleaners, bathroom
cleaners or tub and tile cleaners
DON’T use
abrasive cleaners such as dry cleansers or soft cleansers
DON’T use
alkaline cleaners not specifically formulated for stone
Given the information presented in your complaint it sounds
as though your table top is experiencing signs of in home damage related to its
environment and the use it has been receivingThe Goof Proof Plus Plan you
purchased is meant to protect you against a manufacturing
defect (which your report does not indicate) or an occurrence of covered one time accidentFor example,
accidentally placing a hot plate or pan on your marble table once or putting down a glass without a
coaster once can be considered a
coverable occurrenceMultiple stains, spots, or accumulated damages on the
same table top is considered abuse or neglect of the product and the associated
responsibility of care you take on as the consumer using this stone productI
have also attached a copy of your ‘Guardian’ Warranty Card that denotes an
accident is covered from one occurrence only (see top right)
At this time, based on your written report, we regretfully
have no recourse to offer you relating to this concernAs a retailer we are accountable
to offer coverage under the protection
plan we sell and your claim does not fall into any of the terms and conditions
at this time
To ensure that I am reading your complaint accurately I
would be willing to review the photos you have taken if you are able to send
them thru this Revdex.com mediation channel you felt necessary to open
Once I review these photos with our Service Management Team
I will respond via the Revdex.com with what, if any, options we may have
available to aide you as a one time courtesy in this specific case
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: the quality of the furniture is poor
I did exchange one chair for another style because I had no choice Bob's Discount Furniture is not stuck with returns They have an area called "the Pit" How it was explained to me, that's where returned furniture goes
When we received the new chair, I contacted the Revdex.com to inform them that an exchange took place
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and offered to provide
him with a store credit to reselect to another recliner that will better suit
his needsWe have asked that *** cover the cost of the new shipping charge
that will be associated with the new delivery for his reselected item and
*** has agreed to these terms
I also provided *** with my apologies for the actions of
our service professional while in the home that led *** to believe he was
being provided with a set resolution for this complaintWe take ownership for
this failure and are working above and beyond our written policies to provide
*** with a satisfactory resolution and a recliner that he can feel relaxed
in
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that this exchange has not yet been completed
""> We can understand the customer’s frustration. This exchange is set for Friday 9.23.16. We will be reaching out to the delivery depot
to ensure the success of this attempt.
We encourage the customer to call into customer care once the delivery
is completed, for compensation. We
absolutely feel that they are entitled to compensation. Compensation is only offered once the
delivery is completed successfully, and is offered as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are unsatisfied with the results of your last service; I completely
understand your frustrations and assure you that Bobs Discount Furniture cares
very much about our customer’s satisfaction
Our
records reflect that the part of your sectional you are still experiencing
concerns with has ‘pet damage’Although the type of pet damages on your
furniture are not covered through the Goof Proof protection plan you purchased,
Bobs Discount Furniture has made a valid effort to reach out to you and help
you resolve these concerns prior to you filing this complaint I am so sorry that we initially ordered you a
replacement part and later realized the installation would take too long to
completeThis is certainly our mistake and we have initiated an extremely prized
option to you to appease the disappointment we caused youWe have offered to
replace an item that has no manufacturing defect to it and we have only
requested that should you decide to have this item delivered to you, you pay a
delivery feeBobs Discount Furniture considers delivery fees separate from the
cost of our merchandise and support that these fees are charged for the service
of having a deliveryThe drivers must be compensated for their service and the
delivery truck must have gas in the tank to make stopsAs a business trying to
be as honorable to our customer as we can, we have offered to bring you an item
that retails for $and have asked that you pay a delivery fee of $69.99, I
am truly saddened by your disappointment because I genuinely believe that this
is a fair option for resolutionFurther considering that the $item we
are replacing has no defect present within it, we have worked above and beyond
our processes to satisfy you
Your
account indicates that you spoke with an ‘Account Management Specialist’ within
our customer care team today and we approved lowering the delivery fee we are
asking you to payAgain we are sincerely trying to reach out to you because we
honestly value your businessAs of today (2.20.2014) we have asked that you
pay a $delivery fee, should you choose to have this item delivered and
your old piece removed by our delivery teamPlease know that you do have the
option to bring back the old piece and pick up your new piece at our *** ** distribution center should you prefer not to pay any delivery fee at all
I
apologize again for the frustration that this has caused you and I assure you
that we are doing everything in our power to meet you at an agreeable
resolution
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincere apologies to our customer, we
would much rather resolve our customer’s concern using the valuable protection
plan he purchased verses refunding him and voiding his plan out completelyIf
the customer no longer has an open claim for the merchandise with ***, I may
be able to discuss some options for resolution with himI will need to see
photos of his merchandise first before determining what, if any, recourse Bobs
Discount Furniture may havePlease ask the customer to verify the status is
his claim through *** before we proceed through this channel further
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
I will wait on the new cushionsHopefully they will solve the problem of springs giving wayIf not I reserve my rights to pursue my complaintIts truly an inconvienence and the wait for the replacement cushions ( months ) is unreasonableI feel I should be compensated for something that is totally the fault of the companyAfter all Im without the total use of products for more than monthsAlso my *** *** waranty should be extended to cover the period of use of products.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I called *** directly today (8.18.2014) at the phone
number she has listed in this complaintWe are very sorry for the amount of
inconvenience that *** and her husband have endured due to our failures and
I eagerly await ***’s return call to me so I can work to restore her faith
in our business
We do consider our customer’s bed an item of great importance,
our records do indicate that we dispatched a service professional to ***’s
residence on and there wasn’t anyone home to take the service this
past weekend
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We are not able
to offer a refund on merchandise delivered without issue. We can absolutely offer a one time courtesy
reselection on this piece. The customer
is not required to go to the store to choose other merchandise. It is encouraged, however, as this can only
be extended one time. For a refund the
customer would have had to have refused the delivery. I have attached a photo of the recliner
showing that it was delivered in showroom quality and the delivery manifest
signed by the customer. The refund
policy is available online and on every customer’s sales order.
REFUNDS AND CANCELLATIONS
POLICY
You may request a full refund on
orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
We are sorry we are not able to accommodate
this customer requests We certainly can
offer the reselection credit that will not expire once the pickup has been
completed.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
I am very sorry to learn that our
customer was met with any inconvenience while trying to report her claim to
***Can you please ask the customer to verify with us exactly what the
accident is, and how this accident occurred to her son’s bedroom rails for this
type of damage to be covered within her Goof Proof Plus protection plan? Our
records reflect that our technician located a “completely destroyed/cracked”
right side facing rail when we visited our customer’s residence to initially
inspect this concernAs this type of damage is not repairable and was not
caused by a factory defect within the rail, we referred our customer to the
*** company so she could report the accident someone in her home did to
cause this type of damage to the rail
Bobs Discount Furniture truly
does care about our customers and we seek to resolve our customer’s concerns
efficiently and effectivelyAs *** (the goof proof plan) is a third party
company that is separate from Bobs we are not always able to overturn their
decisionsIf our customer can provide me with an account of how the accident
actually occurred I can act as a liaison on her behalf and see what, if any,
resolution can be offered based on the terms and conditions of her protection
plan
I await our customer’s response as I am
eager to investigate her concern further with the *** company and see how
Bobs Discount Furniture may be able to help resolve this complaint
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via email and presented
avenues for resolving this concernBobs Discount Furniture truly apologizes
for any inconvenience and frustration using the Goof Proof Plan may have caused
our customerWe currently have a resolution service in place to help in
resolving our customer’s sofa concerns on
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed *** account and concerns in full at this
time I believe the best recourse for both parties involved is a removal of the
furniture from *** home for a full refundWe have offered multiple options
for resolution from the highest levels of our Customer Care Office and *** has
refused each option we feel is a fair and adequate offer
While I am truly very sorry that we were unable to satisfy
our customer after multiple delivery attempts, I do understand his reasoning
for wanting a full refund due to the frustration and inconvenience we have
caused himI tried calling *** on the phone number he listed in this
complaint today (at 1:42PM) and I wasn’t able to speak with him
directlyI have left him a message to please contact our Customer Care Office
at ###-###-#### to schedule a date that we can remove this furniture from his
homeOnce the furniture has been fully returned to our warehouse, and only at
that point, our system will allow the refund process to beginA couple business
days after the pick up is completed *** may contact our retail location (###-###-#### *press when you hear Bobs voice)
and provide the credit card numbers associated with his original purchase,
at this point we will process the monetary return to the two separate credit
cards
The credit number associated with this pick up and refund
is: ***We await ***’s call to schedule the pick up so we can offer our
customer the satisfaction he seeksWe apologize again that ***’s experience
with us was not a good one and wish him the best in his future furniture
endeavors
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I am willing to work with Bob's Discount FurnitureHowever, as they have reneged on previous promises they made when attempting to close this issue prior to filing with the Revdex.com, I would like to keep this complaint open until Bob's has truly responded and resolved the issueIn my response to Bob's, I clearly stated that the only acceptable resolution would be a replacement or refundBob's has not confirmed this is the course of action they will take, so I do not feel comfortable closing the complaint at this time.
Sincerely,
*** ***
Good Afternoon Mr***,I have reviewed your account and apologize for the merchandise related issues as well as any miscommunicationOur records indicate that your original sale for the *** dining table was $1844.43, which included the table, chairs, island, tax,
goof and deliveryAfter multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselectThe reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $was not included as it would carry over to new sale. The original goof proof plan would only cover the original *** set not the *** set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the *** set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the chairs but there were season cracks in the wood of chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once receivedAs for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciatedPlease let me know how you would like to proceed.Thank you,*** **
Good Morning Revdex.com,
Please consider that this customer entered into
a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
I have copied the flyer which clearly explains what the
customer was given. Thank you for
allowing us to help rectify the confusion I have also attached the customer’s specific
sales order, highlighting the area that applies. On the first page, it clearly states the
interest will be charged on the entire purchase from the delivery date, if not
paid in full. It also cautions the customer
that paying the minimum required payments will not pay off the balance by the
month deadline If the customer had
objected to the terms at the point of sale, when they signed this sales order, they
could have canceled the order with no penalty or chosen a different payment
method.
My Bob’s Card provided by *** ***
Months special
financing from the date of delivery on any purchase of $or
more!
Months special
financing from the date of delivery on any purchase of $or
more!
Upon Credit Approval
you will receive an available revolving credit line you can use immediatelyUse your Bob's Credit
to Finance purchases Online and In Store
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
No Money Down
Minimum Monthly
Payments Required
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
Promotional Plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months*The
Bob's Discount Furniture credit card is issued by *** *** Financial
National BankSpecial terms apply to qualifying purchases of $or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional periodPaying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional periodFor new
accounts, the APR for Purchases is 28.99%If you are charged interest in any
billing cycle, the minimum interest charge will be $This information is
accurate as of 01/06/and is subject to changeFor current information,
call us at ###-###-####No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
Promotional plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months**The Bob's Discount
Furniture credit card is issued by *** *** Financial National BankSpecial
terms apply to qualifying purchases of $or more charged with approved
credit at participating merchantsMinimum monthly payments are required during
the promotional (special terms) periodInterest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional periodPaying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $This information is accurate as of 01/06/and is subject to
changeFor current information, call us at ###-###-####
First I would like to say that I made a prior purchase and it was flawlessFor that one I purchased a table that seat No problems and it was delivered in a timely matterSo I opted to purchase again for bedroom furniture for my daughterI initally purchased a bed November 4thThe sale rep called within the hour of my purchase to tell me that parts of the bed were not in stock and they the bed could not be delivered until early DecemberDuring that time my husband and I decided we wanted the entire bedroom collectionSo we canceled the order and purchased the bedroom collectionThe sales rep called and we scheduled again for the day that was used for the prior purchaseWell thats when Bobs dropped the ballMy order became lostI called back to double check on the date of delivery and was told they had no recordSo I'd give them the order # and rescheduleI did that about timesNo delivery ever cameSo I finally decided that I would just cancelNow Bobs says you were never charged! I faxed over my banking statement to prove this and guess what happened! NothingNo manager called to say I'm working on thisThankfully I used *** to make this purchaseI'm going to have them contact Bobs for my money and pray that they will get my moneyI will never use Bobs again and will relay to anyone and everyone this poorly handled experience
I should have read all so many complains about BOBS furnitureMy badThis is my complain for what I think is structured lie on company behaviors Purchased sofa bed for elderly parents on Feb 15, with promise to be delivered on Saturday Feb 20th from the storeTill store got the money they were very nice and very promisingOn the 20th when calling customer service to ask where is the delivery, they tell us "we are not working on Saturday your delivery will be on three days Feb 23rd"And they have done the trickOn the store promised Feb 20th and on the paperwork put it down Feb 23rdSo watch out very good the paperwork!!!!! Never trust "friendly" salespersonsThey are doing everything to get your business and then do not want to hear anything from youSpoke with Naomi costumer service rep on 23rdShe stated they have been at the address of delivery sometime around pm but nobody was theremy elderly parents that have this as the biggest event in quite some time, were waiting since morning-one in the apartment and one at the building door lobbyNaomi promised to do everything possible to deliver sofa bed next dayNext day I got a robocall notifying delivery is scheduled still for Feb 26thDedham Store manager witch I also spoke on Feb 23rd and promised to call me back and customer service didn't have the face to call-they were implicated on the "lies delivery chain"robocall was easy enough for them, whatever customer has to go through-not their problemI called back customer service and Ally understood the frustration caused by this serviceShe again started customer service game with hanging you out for more then min on the phone to give delay and empty promises like: "we will see if we can deliver tomorrow today is not possibleDelivery was there at but no one open the door"
I was asking for a supervisor that can make things happen today, due to the "State of the art Delivery system" that Bobs are trying to sell to youAfter min waiting on the line Heather the account manager on Bobs corporate office wanted again to hear my claimAnd she tells me that delivery was there at pm ( please note that different people give you three different scenarios and delivery time) and no body was to open the doorBobs people didn't know that those lies have other means to be provenFor example my parents door bell system has a FUTUREDoorbell is just not ringing at the apartment were my mother was waiting, but also on the phone connected with apartment number, from were you can open the door remotelyAlso a CAMERA system directed at the building lobby and building perimeter can prove their lieDefinitely when I asked Heather to speak with her supervisor, she told me "I'm a supervisor of the account and you delivery will be on Feb 26th"Asking again about her supervisor she told me "this will be possible in Business hours" like I was going to talk with a Marsian not with a responsible customer assistant personA shake up need to be done sooner than later if Bobs willing to sell furniture and hold on Business promisesOtherwise Quo vadis Bobs furniture will get faster then though the answer Bobs furniture chain of lies deserve
THE absolute WORST delivery service I have ever witnessedHave had a queen and full mattress set delivered on separate occasions and experienced the same horrific delivery service both timesWill NEVER patronize againHey Revdex.com, how can a business with 92% negative reviews have an A+ rating? Complete **, makes me question my faith in the Revdex.com as well
Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselectOur mattress satisfaction policy applies to the mattress only and reads as follows
on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeOn March 27, you purchased the *** mattress and foundation as a set for $799.00; the mattress price was $and the foundation was $When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattressSince you reselected to a more expensive mattress you were responsible for the upgrade cost as well as taxI have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,*** **
Good Morning ***,
Your apprehension is understandable and most of all we want
to get you the exact product you purchased in the condition you were expecting
itThat is truly the responsibility that is owed to you from our business
Regretfully we are unable to fully honor the parameters of the options you have
presentedI have listed three (3) options below for your review and would
truly appreciate the opportunity to move forward in helping you resolve your
concerns
Option #1:
We can deliver you the piece we have located in our
warehouse to complete your sectional and provide you with a 30% concession to
keep as is in the form of a monetary refund (this % would be based off of the
price you paid us for the sectional pieces alone). If you are in agreement to this option we can
offer to refund you the monies you paid us for a delivery fee as our further
form of apology for inconveniences we have caused
Option #2:
We can deliver you the piece we have located in our
warehouse to complete your sectional and start the re order process to get you
a completely new (built all at one time so there is no chance of a dye lot
concern) special order sectionalWith this option you will have use of a full
sectional set during the time that the vendor is manufacturing your replacement
setThis replacement sectional will take anywhere from -weeks to be
fully manufactured and shipped to us from our overseas vendor (this is their
processing time and I apologize for any confusion that may have stemmed from
your original agreements with your salesperson)There is no way for us to
‘rush’ order this process and honestly if there was I wouldn’t be comfortable
asking the vendor to do it in fear that you would be disappointed againIf you
are in agreement to this option we can offer to refund you the monies you paid
us for a delivery fee as our further form of apology for inconveniences we have
caused
Option #3:
We can schedule a date with you to retrieve the current
pieces of the sectional you posses and process a full monetary refund (once the
pieces have been fully checked into our distribution center and the refund
amount will be based on the amount you have paid us for your sales order- you
would be asked to call our customer care office at ###-###-#### to fully
process this refund transaction)If you are accepting of this option we can
provide you with a $Bobs Discount Furniture Gift Card as a further form
of apologyWe cannot discuss providing you with a monetary amount of
compensation should we be removing your merchandise and refunding your sale
Kind Regards,
*** ** ***
Customer Care Corporate Liaison
Bobs Discount Furniture
Good Morning ***,
size="3">
Thank you for being a Bobs Customer, we truly appreciate you and
your business and apologize that you are dissatisfied with your ‘***’
table
The top of your table is not ‘Faux Marble’, we sell real stone
products at Bobs Discount Furniture and I have included our store signage that
we display in our dining area denoting this fact
With this fact being acknowledged, public information is available
for the proper care of a marble productThis information is available to aide
all consumers in properly caring for their marbleI was able to easily find
this basic list of dos and don’ts via this link:
***
DO use
coasters under glasses, especially if they contain alcohol or citrus
juices
DO use
trivets or mats under hot dishes or cookware
DO use place
mats under china, ceramics, silver or other objects that may scratch your
stone’s surface
DO place a
small rug or mat at entryways to trap dirt and sand from foot
traffic
DO dust
countertops, islands, vanities and floors frequently
DO blot up
spills immediately to minimize permanent damage to the stone
DO clean
surfaces regularly with neutral cleaners designed for stone
DON’T use
vinegar, bleach, ammonia, other general purpose cleaners, bathroom
cleaners or tub and tile cleaners
DON’T use
abrasive cleaners such as dry cleansers or soft cleansers
DON’T use
alkaline cleaners not specifically formulated for stone
Given the information presented in your complaint it sounds
as though your table top is experiencing signs of in home damage related to its
environment and the use it has been receivingThe Goof Proof Plus Plan you
purchased is meant to protect you against a manufacturing
defect (which your report does not indicate) or an occurrence of covered one time accidentFor example,
accidentally placing a hot plate or pan on your marble table once or putting down a glass without a
coaster once can be considered a
coverable occurrenceMultiple stains, spots, or accumulated damages on the
same table top is considered abuse or neglect of the product and the associated
responsibility of care you take on as the consumer using this stone productI
have also attached a copy of your ‘Guardian’ Warranty Card that denotes an
accident is covered from one occurrence only (see top right)
At this time, based on your written report, we regretfully
have no recourse to offer you relating to this concernAs a retailer we are accountable
to offer coverage under the protection
plan we sell and your claim does not fall into any of the terms and conditions
at this time
To ensure that I am reading your complaint accurately I
would be willing to review the photos you have taken if you are able to send
them thru this Revdex.com mediation channel you felt necessary to open
Once I review these photos with our Service Management Team
I will respond via the Revdex.com with what, if any, options we may have
available to aide you as a one time courtesy in this specific case
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: the quality of the furniture is poor
I did exchange one chair for another style because I had no choice Bob's Discount Furniture is not stuck with returns They have an area called "the Pit" How it was explained to me, that's where returned furniture goes
When we received the new chair, I contacted the Revdex.com to inform them that an exchange took place
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.04.2014) and offered to provide
him with a store credit to reselect to another recliner that will better suit
his needsWe have asked that *** cover the cost of the new shipping charge
that will be associated with the new delivery for his reselected item and
*** has agreed to these terms
I also provided *** with my apologies for the actions of
our service professional while in the home that led *** to believe he was
being provided with a set resolution for this complaintWe take ownership for
this failure and are working above and beyond our written policies to provide
*** with a satisfactory resolution and a recliner that he can feel relaxed
in
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that this exchange has not yet been completed
""> We can understand the customer’s frustration. This exchange is set for Friday 9.23.16. We will be reaching out to the delivery depot
to ensure the success of this attempt.
We encourage the customer to call into customer care once the delivery
is completed, for compensation. We
absolutely feel that they are entitled to compensation. Compensation is only offered once the
delivery is completed successfully, and is offered as a Bob’s Gift Card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are unsatisfied with the results of your last service; I completely
understand your frustrations and assure you that Bobs Discount Furniture cares
very much about our customer’s satisfaction
Our
records reflect that the part of your sectional you are still experiencing
concerns with has ‘pet damage’Although the type of pet damages on your
furniture are not covered through the Goof Proof protection plan you purchased,
Bobs Discount Furniture has made a valid effort to reach out to you and help
you resolve these concerns prior to you filing this complaint I am so sorry that we initially ordered you a
replacement part and later realized the installation would take too long to
completeThis is certainly our mistake and we have initiated an extremely prized
option to you to appease the disappointment we caused youWe have offered to
replace an item that has no manufacturing defect to it and we have only
requested that should you decide to have this item delivered to you, you pay a
delivery feeBobs Discount Furniture considers delivery fees separate from the
cost of our merchandise and support that these fees are charged for the service
of having a deliveryThe drivers must be compensated for their service and the
delivery truck must have gas in the tank to make stopsAs a business trying to
be as honorable to our customer as we can, we have offered to bring you an item
that retails for $and have asked that you pay a delivery fee of $69.99, I
am truly saddened by your disappointment because I genuinely believe that this
is a fair option for resolutionFurther considering that the $item we
are replacing has no defect present within it, we have worked above and beyond
our processes to satisfy you
Your
account indicates that you spoke with an ‘Account Management Specialist’ within
our customer care team today and we approved lowering the delivery fee we are
asking you to payAgain we are sincerely trying to reach out to you because we
honestly value your businessAs of today (2.20.2014) we have asked that you
pay a $delivery fee, should you choose to have this item delivered and
your old piece removed by our delivery teamPlease know that you do have the
option to bring back the old piece and pick up your new piece at our *** ** distribution center should you prefer not to pay any delivery fee at all
I
apologize again for the frustration that this has caused you and I assure you
that we are doing everything in our power to meet you at an agreeable
resolution
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
Please pass on my sincere apologies to our customer, we
would much rather resolve our customer’s concern using the valuable protection
plan he purchased verses refunding him and voiding his plan out completelyIf
the customer no longer has an open claim for the merchandise with ***, I may
be able to discuss some options for resolution with himI will need to see
photos of his merchandise first before determining what, if any, recourse Bobs
Discount Furniture may havePlease ask the customer to verify the status is
his claim through *** before we proceed through this channel further
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
I will wait on the new cushionsHopefully they will solve the problem of springs giving wayIf not I reserve my rights to pursue my complaintIts truly an inconvienence and the wait for the replacement cushions ( months ) is unreasonableI feel I should be compensated for something that is totally the fault of the companyAfter all Im without the total use of products for more than monthsAlso my *** *** waranty should be extended to cover the period of use of products.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I called *** directly today (8.18.2014) at the phone
number she has listed in this complaintWe are very sorry for the amount of
inconvenience that *** and her husband have endured due to our failures and
I eagerly await ***’s return call to me so I can work to restore her faith
in our business
We do consider our customer’s bed an item of great importance,
our records do indicate that we dispatched a service professional to ***’s
residence on and there wasn’t anyone home to take the service this
past weekend
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the concern this
customer has presented. We are not able
to offer a refund on merchandise delivered without issue. We can absolutely offer a one time courtesy
reselection on this piece. The customer
is not required to go to the store to choose other merchandise. It is encouraged, however, as this can only
be extended one time. For a refund the
customer would have had to have refused the delivery. I have attached a photo of the recliner
showing that it was delivered in showroom quality and the delivery manifest
signed by the customer. The refund
policy is available online and on every customer’s sales order.
REFUNDS AND CANCELLATIONS
POLICY
You may request a full refund on
orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
We are sorry we are not able to accommodate
this customer requests We certainly can
offer the reselection credit that will not expire once the pickup has been
completed.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
I am very sorry to learn that our
customer was met with any inconvenience while trying to report her claim to
***Can you please ask the customer to verify with us exactly what the
accident is, and how this accident occurred to her son’s bedroom rails for this
type of damage to be covered within her Goof Proof Plus protection plan? Our
records reflect that our technician located a “completely destroyed/cracked”
right side facing rail when we visited our customer’s residence to initially
inspect this concernAs this type of damage is not repairable and was not
caused by a factory defect within the rail, we referred our customer to the
*** company so she could report the accident someone in her home did to
cause this type of damage to the rail
Bobs Discount Furniture truly
does care about our customers and we seek to resolve our customer’s concerns
efficiently and effectivelyAs *** (the goof proof plan) is a third party
company that is separate from Bobs we are not always able to overturn their
decisionsIf our customer can provide me with an account of how the accident
actually occurred I can act as a liaison on her behalf and see what, if any,
resolution can be offered based on the terms and conditions of her protection
plan
I await our customer’s response as I am
eager to investigate her concern further with the *** company and see how
Bobs Discount Furniture may be able to help resolve this complaint
Kind Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with our customer via email and presented
avenues for resolving this concernBobs Discount Furniture truly apologizes
for any inconvenience and frustration using the Goof Proof Plan may have caused
our customerWe currently have a resolution service in place to help in
resolving our customer’s sofa concerns on
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed *** account and concerns in full at this
time I believe the best recourse for both parties involved is a removal of the
furniture from *** home for a full refundWe have offered multiple options
for resolution from the highest levels of our Customer Care Office and *** has
refused each option we feel is a fair and adequate offer
While I am truly very sorry that we were unable to satisfy
our customer after multiple delivery attempts, I do understand his reasoning
for wanting a full refund due to the frustration and inconvenience we have
caused himI tried calling *** on the phone number he listed in this
complaint today (at 1:42PM) and I wasn’t able to speak with him
directlyI have left him a message to please contact our Customer Care Office
at ###-###-#### to schedule a date that we can remove this furniture from his
homeOnce the furniture has been fully returned to our warehouse, and only at
that point, our system will allow the refund process to beginA couple business
days after the pick up is completed *** may contact our retail location (###-###-#### *press when you hear Bobs voice)
and provide the credit card numbers associated with his original purchase,
at this point we will process the monetary return to the two separate credit
cards
The credit number associated with this pick up and refund
is: ***We await ***’s call to schedule the pick up so we can offer our
customer the satisfaction he seeksWe apologize again that ***’s experience
with us was not a good one and wish him the best in his future furniture
endeavors
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I am willing to work with Bob's Discount FurnitureHowever, as they have reneged on previous promises they made when attempting to close this issue prior to filing with the Revdex.com, I would like to keep this complaint open until Bob's has truly responded and resolved the issueIn my response to Bob's, I clearly stated that the only acceptable resolution would be a replacement or refundBob's has not confirmed this is the course of action they will take, so I do not feel comfortable closing the complaint at this time.
Sincerely,
*** ***
Good Afternoon Mr***,I have reviewed your account and apologize for the merchandise related issues as well as any miscommunicationOur records indicate that your original sale for the *** dining table was $1844.43, which included the table, chairs, island, tax,
goof and deliveryAfter multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselectThe reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $was not included as it would carry over to new sale. The original goof proof plan would only cover the original *** set not the *** set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the *** set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the chairs but there were season cracks in the wood of chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once receivedAs for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciatedPlease let me know how you would like to proceed.Thank you,*** **
Good Morning Revdex.com,
Please consider that this customer entered into
a financing
agreement with *** *** directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of saleAny amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or removeThe customer did have possession of this
merchandise for a certain amount of time and *** *** may consider this a
necessary reason to charge interest on the itemsThe customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company
I have copied the flyer which clearly explains what the
customer was given. Thank you for
allowing us to help rectify the confusion I have also attached the customer’s specific
sales order, highlighting the area that applies. On the first page, it clearly states the
interest will be charged on the entire purchase from the delivery date, if not
paid in full. It also cautions the customer
that paying the minimum required payments will not pay off the balance by the
month deadline If the customer had
objected to the terms at the point of sale, when they signed this sales order, they
could have canceled the order with no penalty or chosen a different payment
method.
My Bob’s Card provided by *** ***
Months special
financing from the date of delivery on any purchase of $or
more!
Months special
financing from the date of delivery on any purchase of $or
more!
Upon Credit Approval
you will receive an available revolving credit line you can use immediatelyUse your Bob's Credit
to Finance purchases Online and In Store
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!
No Money Down
Minimum Monthly
Payments Required
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
Promotional Plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months*The
Bob's Discount Furniture credit card is issued by *** *** Financial
National BankSpecial terms apply to qualifying purchases of $or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional periodPaying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional periodFor new
accounts, the APR for Purchases is 28.99%If you are charged interest in any
billing cycle, the minimum interest charge will be $This information is
accurate as of 01/06/and is subject to changeFor current information,
call us at ###-###-####No interest if paid in full within
months!
For orders $or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
Promotional plan #
For orders $or
overThis option is best
for those who wish to pay the purchase balance in full within months**The Bob's Discount
Furniture credit card is issued by *** *** Financial National BankSpecial
terms apply to qualifying purchases of $or more charged with approved
credit at participating merchantsMinimum monthly payments are required during
the promotional (special terms) periodInterest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional periodPaying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period. For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $This information is accurate as of 01/06/and is subject to
changeFor current information, call us at ###-###-####