Shopping here was nice in store but the delivery process was a total nightmare! Spent nearly $in cash in the store Bought the protection plan, mattress covers and encasement to completely protect my 'investment'First delivery they forgot my bed rails, bent the frame to my power reclining sofa, broke the console to the matching loveseat, chipped the corner of my marble table, dinged up and never fully assembled my entertainment stand Second delivery was smooth as they were simply installing bed rails Third delivery they had yanked the sofa off of truck resting it for over an hour completely on the one arm (which subsequently FELL OFF days later), brought the wrong entertainment stand and spent nearly hours bringing in pieces of furnitureFinally the fourth delivery team replaced the couch efficiently as well as the entertainment stand but left without leaving the appropriate shelvesFinally there were exposed staples which had poked my month old daughter popping out of the loveseatThe 'repair technician' came out and put new staples in the fabric to hold it in place The staples were barely attached to the wood of the frame and easily pulled right out I ended up getting my staple gun and repairing it much better than Bob's 'highly trained technician'The furniture is made with subpar materials, the couch frames are nothing more than press board and very fragile All in all this has been a terrible experience and I would highly recommend shipping elsewhere! The customer care center did offer to refund my $delivery fee after spending $and miserable delivery and repair attempts and refused to return and refund my money That is a total slap in the face and clearly not putting the customer first as all their commercials claim Bottom line SHOP IN ANOTHER STORE!
I believe that Bob's Discount Furniture engages in very dishonest business practicesI entered Bob's in Fairfax, VA to purchase a bedroom setThe sales person seemed nice enough and I picked out the set I wantedIssue #1: The sales man and I picked out the the items I wanted to purchase and I requested the totalHe told me the total was $I asked for confirmation; $for the queen bed with storage drawers, dresser, mirror, nightstands and deliveryHe said, "Yes, that's correct." I asked, "Is there going to be a charge for anything else?" He stated noI handed him my credit card, he ran my card, then said, "Oh, I'm so sorry, I was wrong, the total is $1470." I believe he intentionally lied about the final price so that he could run my card for the higher amountOf course, I demanded that he cancel the sale and return to the itemized list of itemsTurns out, he had left a nightstand off the purchase and didn't even tell meIssue #2: I finally agreed to the $purchase, as I needed this furniture within weeksI confirmed with him that all items could be delivered within weeksI then asked him when the earliest delivery could be madeHe said August 6, between the hours of 9am-1pmI said fine and went home to await my deliveryI get a call the following week that the dresser and mirror were backorderedI asked the Customer Service Rep (CSR) on the phone when they had become backorderedShe told me that they had been backordered for weeksConfirming that they were not listed as being available during the time of my purchaseI was fuming but am aware that this problem is not with the CSR, it's a problem with my sales associateI call the individual store and they told me that they could do nothing to solve my issueIssue #3: My headboard, footboard, rails and drawers were delivered on August The right side rail was severely damagedThe delivery men were fantastic in helping me call the Customer Service DeskI explained my frustration with this entire process from the sale to the information about availability, to the damaged furniture, to a CSR (Janice? Janet?) who was absolutely fantasticShe assured me that she could have the rails replaced and that after all the items were delivered, they could issue me a refund for the delivery feeI said thank you and hung upIssue #4: weeks later, on August 20, the dresser, mirror and replacement rails were deliveredThis occurred without issueI call after all my items were delivered, as Janice/Janet told me toI speak to a CSR that tells me that the most they are able to offer me is $store creditI tell her that is unacceptable, seeing as though the sales associate attempted to "accidentally" overcharge me by over $300, the information about availability was false, the delivery was damaged and late, and it took far more than weeks to get my furniture inShe tells me, essentially, "Too bad"I ask to speak with a managerI'm put on the phone with Calisa/Jalisa? who tells me that regardless of the multiple errors in this sale lifecycle, that they will offer me $store credit and absolutely nothing moreI ask her, "Do you really think that's a fair compensation for all the trouble and issues I've had with Bob's?" She replies, "yes, that's more than fair." I tell her that Janice/Janet assured me that I could get my delivery fee waived, the LEAST she could do was uphold thatShe tells me no, she will not do that and no, she will not provide any additional assistance to solve this problemI believe that Bob's Furniture lies to intentionally secure sales and delivers the absolute least to ensure that they can work on their own time, at the cost and inconvenience of their customersI have never been so unhappy that I felt the need to report a business to the Revdex.com, but the behavior of the CSR and Sales staff at Bob's was completely irresponsible in this sale and I want to make sure that they are reportedThank you so much for reading
Good Morning Revdex.com,
The policy that the purchaser did
sign at the time of purchase which is located on their sales receipt and via
our website (link provided) is described below:
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
You may exchange or return any take-with purchase within thirty (30) days of
the date of possession for a full refund provided you have your original sales
receipt and the merchandise is in like-new condition and has not been otherwise
usedTake-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
You may cancel special orders within
three (3) days after the order date and we will refund your Special Order
Deposit in fullIf you cancel your special order later than three (3) days
after the order date, we will refund your Special Order Deposit less the
Special Order Fee
***
We have in fact made an exception
to this policy for the customer already by allowing an ottoman with no damage
or reported concerns to be returned for store creditThe customer’s account
also shows that as of our retail location worked above our
procedures and processed a refund of this customer’s delivery fee as a form of
compensation for previous failures that the consumer has chosen not to disclose
to the Revdex.com ($149.99)
At this time the customer’s
account shows no open product concerns and an agreement for compensation (above
policies) as acceptedI am not denying that we have previously failed
this customer however we have taken the appropriate steps to correct those
failures and apologize to our customer with compensationI certainly apologize
further to our customer for any disappointment they are experiencing with what
was selected to purchase though as a business I am unable to determine how we
have failed this customer at this present time (12.31.2015)We try our very
best to keep our policies as transparent and easy to understand as possible and
we stand behind the fact that upholding appropriately disclosed policies is a
business’s way of keeping resolutions fair for all customers alike
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order. We will approve the
refund of the delivery fee back to the customer’s method of paymentThe
delivery fee paid on this order is $229.99, please see attached. This will be the Final and Only offer of
compensation on this order, as this request is far outside our policy
and procedure. We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer.
The customer can call in any time
after the chairs are delivered on 4/5/to have the paperwork created
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
When
the office person picks up explain that you are calling to get a refund of the
delivery fee processed to your credit card which was pre-approved
o
At
that point they will create the refund and take the credit card information
o
Please
make sure you have the credit card available as we do not keep this on file
*** ending in ***
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: ***
I am rejecting this response because:
They have not come to fix the couch, they keep scheduling the appointment to fix during working hours. I can't take a day off from work to be there for them. I have no one else that can be there. I have called them numerous times to request a later time after 4pm or a Saturday. This is unacceptable we paid over a $for this couch and purchase the goof proof which is good for years
I want the couch fixed or a full refund for the couch, the goof proof and the shipping charges. If this si not settled I will contact the media and explain the situation
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I set up a communication path for *** and myself today
(7.25.2014) and I have provided her with my direct contact number so I can
assist her in resolving her concerns at a rapid paceWe are very sorry for any
inconveniences we have caused *** in this time of need and I look forward
to being able to satisfy her and earn her trust back in our business and our
Customer Care Department
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on sincere apology for the delay in having
this credit re-instated
I do see that this has already been re-instated by accounting
and the store has applied the credit to the new purchase. If this customer requires any further
assistance please let us know
Kind Regards,
Tracy ***
Bobs Discount Furniture
Corporate Customer Care Liaison
WARNING: DO NOT BUY FROM BOBS DISCOUNT FURNITURE!!!! just a little story to shareI bought a mattress that was to be delivered between and get a call saying truck broke down and wont make it in those hoursThey will call me and let me knowso I left only to get a call at 3:that they tried to deliver the mattress and I was not therethank fully I was able to stop the truck as I was a few minutes awayAs they are ready to unload it they discovered it was wet, so they didn't feel comfortable leaving itIn the meantime they get me in touch with customer service who is kind enough to say she will put in a request to have it delivered on SaturdayFine and dandy, Saturday comes about no word yet about the mattressSo call again customer servicewe are so sorry the mattress didn't make the truck, cant deliver till Tuesday morningwe can make a 6:delivery so you wont miss another day of workin the mean time, I am sleeping on pillows on a box spring and on the couch where ever is most comfortableso anxiously awaiting for Tuesday morning for my new mattress and don't I get a call saying it wont be delivered till between and what the blankanother day not in the officeso try and talk to customer service about all this all day long and got no whereThis mattress better be gold cause I am not happyguess I am not the first person this happens tooBEWARE OF BOBS DISCOUNT
Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer reported to *** that they saw the damage,
had no idea when the damage occurred or how the damage occurred. This report does not fulfill the
qualifications for *** It does not
show when it happened. It does not
provide the details necessary to show that it was caused through a single
accident. We can not force a company,
completely separate from Bob’s to accept a claim that does not meet their
policy guidelines.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
This is our first experience with Bob's Discount Furniture and our experience throughout has been horrendousFirst delivery, the delivery men were incredibly lazy and informed us that the set would not fitI have an extensive background in moving and furniture delivery and just looking at the set we decided on, I knew it would fit with no problem at allSecond delivery, albeit successful, our couch and chair showed signs of damage (ripped couch, broken chair arm)Understanding things can happen in delivery, we agreed to have a repair man sent out by Bob's to attempt to repair the set however, that was unsuccessfulThe repair man deemed the set unrepairable and arranged yet another appointment to have another full set deliveredThird delivery, went smoothly however one of the arms of the chair was broken...againAfter yet another call to customer service we arranged to have a replacement chair deliveredWe were informed that a "white glove" inspection would take place before the chair was loaded into the delivery truck for deliveryFourth delivery, we received a call on delivery day, shortly before our hour window, informing us that our inspected replacement chair was never loaded onto the truckAs you can imagine patience at this point was growing very thinWe finally received our replacement chair in great condition after the fifth and final deliveryAfter our last conversation with customer service they informed us to call after our delivery to close the account and compensate us for the trouble we have dealt with Being that it was near the holidays, a couple of days passed before we were able to call and in speaking with the rep , the gentleman told us they can offer us a $Bob's card to use as store creditAt this point we were LIVIDAfter all the missed hours from my fiancé and I each taking time off of work, missing out on extra hours at work (saturday deliveries) and the back and forth with customer service, we were insulted that they even offered us, what can be easily interpreted as a $gift card, that we can only use at Bobs locationsWe would never use the gift card, as we will never be setting foot in another Bobs Discount Furniture store again after all of this
Good Afternoon Revdex.com-
We are very sorry if there was any
confusion on this
credit.
The customer did reach out to us on 1.18.17. The credit was extended as a courtesy for an
additional thirty days. The credit will
expire on 2.18.17. We would not be able
to extend this any further.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Sybrandt,I apologize for the billing error and refund delayI have confirmed with our Accounting department that a refund in the amount of $was applied to the credit card ending in on, May 21, Depending on your bank it may take 10-business days to post
to your account.In the event you do not receive the credit by, June 7, 2015, please let us know.Thank you,*** **
Complaint: ***
I am rejecting this response because:I pursched sets meaning couches and love seats -in totalAll peices are bonded leather and all are peelingI would need to pursue all again in a different material In the email only one ser is mentioned.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** today and provided her with my
direct contact informationI can certainly understand why our customer felt
the need to escalate her claim and I am so sorry that we haven’t been able to
resolve her concern in a reasonable amount of timeWe have entered the
paperwork to correct our sales error and should have the copy of the updated
receipt to *** before the close of this week
Thank you for providing us with an opportunity to make our
failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have been in contact with *** and have offered a
form of accommodation to Bobs Discount Furniture for the inconvenience *** product concern has caused herOur accommodation offer was meant to help
*** in the event she wanted to purchase a new foundation that carried a
factory warranty*** declined our
offer and we apologize to *** again that we cannot honor her desired
settlement request
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The gift card can be sent to my address on file
Sincerely, *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we
may have caused
this customer during their delivery experience with us
I see that this customer has already reached out to our
corporate office and it appears the customer will be working closely with Sue
to rectify the situation and reach a satisfactory outcome We do only offer compensation one time, once
the delivery is completed to the customer’s satisfaction. We have an exchange scheduled for
6/15/16. Once that is complete and the customer
is happy with the merchandise in the home, we can certainly offer compensation
for our failures
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your personal furniture needsI sorry to hear that the recliner did not provide the comfort your wife needed or expectedYour satisfaction with the service and merchandise you receive is our ultimate
goal.In an effort to remain fair to each of our customers, regardless of personal circumstance we provide written copies of our refund, service, privacy and mattress policy on the back and/or bottom of each sales invoiceI understand your specific reason for your purchase as well as your desired resolution for a full refundWhen necessary we address each customer concern on a case by case basis; as a result we allowed you to return the recliner weeks after you purchased it although returns are only allowed days after deliveryI understand your unique situation and therefore, you have been offered a store credit as we carry many different style recliners such as those with heat and massage, power lift recliners, standard stationary recliners and power adjusted recliners.We truly value your business and ask that you revisit our store to explore the different recliners that are displayed on our showroom floor.Thank you,*** **
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBob's Furniture has agreed to service my furniture and fix the issueOnce service is received, if not acceptable I will contact the Revdex.com again
Sincerely,
*** ***
My complaint about Bob's has to do with their *** *** warranty systemWhen our bed frame was purchased they said we would have a year, no questions asked, warranty on the productAny damage that was done we just had to report it and they would replace the bed frameWell we did end up with a damaged footboard and we called the event in, sent them pictures of the damage and waitedThey said it would be within the next two weeks that we would hear back, but after a month of silence I called them up to find out our request was deniedThey claimed "Damage caused by multiple incidences cannot be warrantied out."
So the warranty they claimed I had against all damage in years turned out to be nonsenseMy opinion of Bob's wasn't bad before this but I don't appreciate doing business with liars A word of caution to anyone buying from Bob's- despite what they tell you assume your warranty claim will be denied regardless of circumstance, that way you are not setting yourself up for disappointment when you find out years later that what you were told was false
Shopping here was nice in store but the delivery process was a total nightmare! Spent nearly $in cash in the store Bought the protection plan, mattress covers and encasement to completely protect my 'investment'First delivery they forgot my bed rails, bent the frame to my power reclining sofa, broke the console to the matching loveseat, chipped the corner of my marble table, dinged up and never fully assembled my entertainment stand Second delivery was smooth as they were simply installing bed rails Third delivery they had yanked the sofa off of truck resting it for over an hour completely on the one arm (which subsequently FELL OFF days later), brought the wrong entertainment stand and spent nearly hours bringing in pieces of furnitureFinally the fourth delivery team replaced the couch efficiently as well as the entertainment stand but left without leaving the appropriate shelvesFinally there were exposed staples which had poked my month old daughter popping out of the loveseatThe 'repair technician' came out and put new staples in the fabric to hold it in place The staples were barely attached to the wood of the frame and easily pulled right out I ended up getting my staple gun and repairing it much better than Bob's 'highly trained technician'The furniture is made with subpar materials, the couch frames are nothing more than press board and very fragile All in all this has been a terrible experience and I would highly recommend shipping elsewhere! The customer care center did offer to refund my $delivery fee after spending $and miserable delivery and repair attempts and refused to return and refund my money That is a total slap in the face and clearly not putting the customer first as all their commercials claim Bottom line SHOP IN ANOTHER STORE!
I believe that Bob's Discount Furniture engages in very dishonest business practicesI entered Bob's in Fairfax, VA to purchase a bedroom setThe sales person seemed nice enough and I picked out the set I wantedIssue #1: The sales man and I picked out the the items I wanted to purchase and I requested the totalHe told me the total was $I asked for confirmation; $for the queen bed with storage drawers, dresser, mirror, nightstands and deliveryHe said, "Yes, that's correct." I asked, "Is there going to be a charge for anything else?" He stated noI handed him my credit card, he ran my card, then said, "Oh, I'm so sorry, I was wrong, the total is $1470." I believe he intentionally lied about the final price so that he could run my card for the higher amountOf course, I demanded that he cancel the sale and return to the itemized list of itemsTurns out, he had left a nightstand off the purchase and didn't even tell meIssue #2: I finally agreed to the $purchase, as I needed this furniture within weeksI confirmed with him that all items could be delivered within weeksI then asked him when the earliest delivery could be madeHe said August 6, between the hours of 9am-1pmI said fine and went home to await my deliveryI get a call the following week that the dresser and mirror were backorderedI asked the Customer Service Rep (CSR) on the phone when they had become backorderedShe told me that they had been backordered for weeksConfirming that they were not listed as being available during the time of my purchaseI was fuming but am aware that this problem is not with the CSR, it's a problem with my sales associateI call the individual store and they told me that they could do nothing to solve my issueIssue #3: My headboard, footboard, rails and drawers were delivered on August The right side rail was severely damagedThe delivery men were fantastic in helping me call the Customer Service DeskI explained my frustration with this entire process from the sale to the information about availability, to the damaged furniture, to a CSR (Janice? Janet?) who was absolutely fantasticShe assured me that she could have the rails replaced and that after all the items were delivered, they could issue me a refund for the delivery feeI said thank you and hung upIssue #4: weeks later, on August 20, the dresser, mirror and replacement rails were deliveredThis occurred without issueI call after all my items were delivered, as Janice/Janet told me toI speak to a CSR that tells me that the most they are able to offer me is $store creditI tell her that is unacceptable, seeing as though the sales associate attempted to "accidentally" overcharge me by over $300, the information about availability was false, the delivery was damaged and late, and it took far more than weeks to get my furniture inShe tells me, essentially, "Too bad"I ask to speak with a managerI'm put on the phone with Calisa/Jalisa? who tells me that regardless of the multiple errors in this sale lifecycle, that they will offer me $store credit and absolutely nothing moreI ask her, "Do you really think that's a fair compensation for all the trouble and issues I've had with Bob's?" She replies, "yes, that's more than fair." I tell her that Janice/Janet assured me that I could get my delivery fee waived, the LEAST she could do was uphold thatShe tells me no, she will not do that and no, she will not provide any additional assistance to solve this problemI believe that Bob's Furniture lies to intentionally secure sales and delivers the absolute least to ensure that they can work on their own time, at the cost and inconvenience of their customersI have never been so unhappy that I felt the need to report a business to the Revdex.com, but the behavior of the CSR and Sales staff at Bob's was completely irresponsible in this sale and I want to make sure that they are reportedThank you so much for reading
Good Morning Revdex.com,
The policy that the purchaser did
sign at the time of purchase which is located on their sales receipt and via
our website (link provided) is described below:
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
You may exchange or return any take-with purchase within thirty (30) days of
the date of possession for a full refund provided you have your original sales
receipt and the merchandise is in like-new condition and has not been otherwise
usedTake-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors.
You may cancel special orders within
three (3) days after the order date and we will refund your Special Order
Deposit in fullIf you cancel your special order later than three (3) days
after the order date, we will refund your Special Order Deposit less the
Special Order Fee
***
We have in fact made an exception
to this policy for the customer already by allowing an ottoman with no damage
or reported concerns to be returned for store creditThe customer’s account
also shows that as of our retail location worked above our
procedures and processed a refund of this customer’s delivery fee as a form of
compensation for previous failures that the consumer has chosen not to disclose
to the Revdex.com ($149.99)
At this time the customer’s
account shows no open product concerns and an agreement for compensation (above
policies) as acceptedI am not denying that we have previously failed
this customer however we have taken the appropriate steps to correct those
failures and apologize to our customer with compensationI certainly apologize
further to our customer for any disappointment they are experiencing with what
was selected to purchase though as a business I am unable to determine how we
have failed this customer at this present time (12.31.2015)We try our very
best to keep our policies as transparent and easy to understand as possible and
we stand behind the fact that upholding appropriately disclosed policies is a
business’s way of keeping resolutions fair for all customers alike
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order. We will approve the
refund of the delivery fee back to the customer’s method of paymentThe
delivery fee paid on this order is $229.99, please see attached. This will be the Final and Only offer of
compensation on this order, as this request is far outside our policy
and procedure. We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer.
The customer can call in any time
after the chairs are delivered on 4/5/to have the paperwork created
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
When
the office person picks up explain that you are calling to get a refund of the
delivery fee processed to your credit card which was pre-approved
o
At
that point they will create the refund and take the credit card information
o
Please
make sure you have the credit card available as we do not keep this on file
*** ending in ***
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: ***
I am rejecting this response because:
They have not come to fix the couch, they keep scheduling the appointment to fix during working hours. I can't take a day off from work to be there for them. I have no one else that can be there. I have called them numerous times to request a later time after 4pm or a Saturday. This is unacceptable we paid over a $for this couch and purchase the goof proof which is good for years
I want the couch fixed or a full refund for the couch, the goof proof and the shipping charges. If this si not settled I will contact the media and explain the situation
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I set up a communication path for *** and myself today
(7.25.2014) and I have provided her with my direct contact number so I can
assist her in resolving her concerns at a rapid paceWe are very sorry for any
inconveniences we have caused *** in this time of need and I look forward
to being able to satisfy her and earn her trust back in our business and our
Customer Care Department
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on sincere apology for the delay in having
this credit re-instated
I do see that this has already been re-instated by accounting
and the store has applied the credit to the new purchase. If this customer requires any further
assistance please let us know
Kind Regards,
Tracy ***
Bobs Discount Furniture
Corporate Customer Care Liaison
WARNING: DO NOT BUY FROM BOBS DISCOUNT FURNITURE!!!! just a little story to shareI bought a mattress that was to be delivered between and get a call saying truck broke down and wont make it in those hoursThey will call me and let me knowso I left only to get a call at 3:that they tried to deliver the mattress and I was not therethank fully I was able to stop the truck as I was a few minutes awayAs they are ready to unload it they discovered it was wet, so they didn't feel comfortable leaving itIn the meantime they get me in touch with customer service who is kind enough to say she will put in a request to have it delivered on SaturdayFine and dandy, Saturday comes about no word yet about the mattressSo call again customer servicewe are so sorry the mattress didn't make the truck, cant deliver till Tuesday morningwe can make a 6:delivery so you wont miss another day of workin the mean time, I am sleeping on pillows on a box spring and on the couch where ever is most comfortableso anxiously awaiting for Tuesday morning for my new mattress and don't I get a call saying it wont be delivered till between and what the blankanother day not in the officeso try and talk to customer service about all this all day long and got no whereThis mattress better be gold cause I am not happyguess I am not the first person this happens tooBEWARE OF BOBS DISCOUNT
Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July and at that time the customer purchased the option of *** *** ***
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer reported to *** that they saw the damage,
had no idea when the damage occurred or how the damage occurred. This report does not fulfill the
qualifications for *** It does not
show when it happened. It does not
provide the details necessary to show that it was caused through a single
accident. We can not force a company,
completely separate from Bob’s to accept a claim that does not meet their
policy guidelines.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
This is our first experience with Bob's Discount Furniture and our experience throughout has been horrendousFirst delivery, the delivery men were incredibly lazy and informed us that the set would not fitI have an extensive background in moving and furniture delivery and just looking at the set we decided on, I knew it would fit with no problem at allSecond delivery, albeit successful, our couch and chair showed signs of damage (ripped couch, broken chair arm)Understanding things can happen in delivery, we agreed to have a repair man sent out by Bob's to attempt to repair the set however, that was unsuccessfulThe repair man deemed the set unrepairable and arranged yet another appointment to have another full set deliveredThird delivery, went smoothly however one of the arms of the chair was broken...againAfter yet another call to customer service we arranged to have a replacement chair deliveredWe were informed that a "white glove" inspection would take place before the chair was loaded into the delivery truck for deliveryFourth delivery, we received a call on delivery day, shortly before our hour window, informing us that our inspected replacement chair was never loaded onto the truckAs you can imagine patience at this point was growing very thinWe finally received our replacement chair in great condition after the fifth and final deliveryAfter our last conversation with customer service they informed us to call after our delivery to close the account and compensate us for the trouble we have dealt with Being that it was near the holidays, a couple of days passed before we were able to call and in speaking with the rep , the gentleman told us they can offer us a $Bob's card to use as store creditAt this point we were LIVIDAfter all the missed hours from my fiancé and I each taking time off of work, missing out on extra hours at work (saturday deliveries) and the back and forth with customer service, we were insulted that they even offered us, what can be easily interpreted as a $gift card, that we can only use at Bobs locationsWe would never use the gift card, as we will never be setting foot in another Bobs Discount Furniture store again after all of this
Good Afternoon Revdex.com-
We are very sorry if there was any
confusion on this
credit.
The customer did reach out to us on 1.18.17. The credit was extended as a courtesy for an
additional thirty days. The credit will
expire on 2.18.17. We would not be able
to extend this any further.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Sybrandt,I apologize for the billing error and refund delayI have confirmed with our Accounting department that a refund in the amount of $was applied to the credit card ending in on, May 21, Depending on your bank it may take 10-business days to post
to your account.In the event you do not receive the credit by, June 7, 2015, please let us know.Thank you,*** **
Complaint: ***
I am rejecting this response because:I pursched sets meaning couches and love seats -in totalAll peices are bonded leather and all are peelingI would need to pursue all again in a different material In the email only one ser is mentioned.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** today and provided her with my
direct contact informationI can certainly understand why our customer felt
the need to escalate her claim and I am so sorry that we haven’t been able to
resolve her concern in a reasonable amount of timeWe have entered the
paperwork to correct our sales error and should have the copy of the updated
receipt to *** before the close of this week
Thank you for providing us with an opportunity to make our
failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have been in contact with *** and have offered a
form of accommodation to Bobs Discount Furniture for the inconvenience *** product concern has caused herOur accommodation offer was meant to help
*** in the event she wanted to purchase a new foundation that carried a
factory warranty*** declined our
offer and we apologize to *** again that we cannot honor her desired
settlement request
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The gift card can be sent to my address on file
Sincerely, *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we
may have caused
this customer during their delivery experience with us
I see that this customer has already reached out to our
corporate office and it appears the customer will be working closely with Sue
to rectify the situation and reach a satisfactory outcome We do only offer compensation one time, once
the delivery is completed to the customer’s satisfaction. We have an exchange scheduled for
6/15/16. Once that is complete and the customer
is happy with the merchandise in the home, we can certainly offer compensation
for our failures
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your personal furniture needsI sorry to hear that the recliner did not provide the comfort your wife needed or expectedYour satisfaction with the service and merchandise you receive is our ultimate
goal.In an effort to remain fair to each of our customers, regardless of personal circumstance we provide written copies of our refund, service, privacy and mattress policy on the back and/or bottom of each sales invoiceI understand your specific reason for your purchase as well as your desired resolution for a full refundWhen necessary we address each customer concern on a case by case basis; as a result we allowed you to return the recliner weeks after you purchased it although returns are only allowed days after deliveryI understand your unique situation and therefore, you have been offered a store credit as we carry many different style recliners such as those with heat and massage, power lift recliners, standard stationary recliners and power adjusted recliners.We truly value your business and ask that you revisit our store to explore the different recliners that are displayed on our showroom floor.Thank you,*** **
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBob's Furniture has agreed to service my furniture and fix the issueOnce service is received, if not acceptable I will contact the Revdex.com again
Sincerely,
*** ***
My complaint about Bob's has to do with their *** *** warranty systemWhen our bed frame was purchased they said we would have a year, no questions asked, warranty on the productAny damage that was done we just had to report it and they would replace the bed frameWell we did end up with a damaged footboard and we called the event in, sent them pictures of the damage and waitedThey said it would be within the next two weeks that we would hear back, but after a month of silence I called them up to find out our request was deniedThey claimed "Damage caused by multiple incidences cannot be warrantied out."
So the warranty they claimed I had against all damage in years turned out to be nonsenseMy opinion of Bob's wasn't bad before this but I don't appreciate doing business with liars A word of caution to anyone buying from Bob's- despite what they tell you assume your warranty claim will be denied regardless of circumstance, that way you are not setting yourself up for disappointment when you find out years later that what you were told was false