Good Morning ***,
A recent review of your account indicates that we have
processed a refund to you in the amount you requested (your desired settlement
entered when posting this complaint)This option is truly above and beyond
policies and I do hope you are satisfied with the extreme effort we have
put forth in order to resolve your concernThis resolution sides with our customer
over our business tenfold and if there is anything else we can be of assistance
to you with please let us know at this timeProvided that no further
assistance is needed, we politely ask that you close this claim via the Revdex.com
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apology to this customer for the product
concern he has had to deal withA mattress is an item we truly use the most in
our everyday lives and it is troubling to us to learn that our customer is
being disappointed by our unwillingness to work with him in getting his
defective product replacedI have updated his open credit with commentary
(credit # ***) that states: ‘No
New Delivery Fee Will Be Charged The New Sales Order’Please advise the
customer to contact or visit our retail location at his earliest convenience so
we can write the new sale and schedule the delivery of his factory fresh
mattress
The customer originally purchased from our *** ** location,
their phone number is ###-###-#### (press
the number one on your phone’s keypad after hearing Bob’s voice and this will
transfer you directly to our store’s office)
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
From: *** ***
Sent: Wednesday, April 30, 11:AM
To: ***
Subject: Complaint ID ***
Dear Madam, I read the message from *** ** ***, Bobs Discount Furniture Corporate Customer Care Liaison. Again, I must re-iterate that the sectional is leather only where the body touchesThe leather is fine, not worn, ripped or damaged
The area underneath the cushions are NOT leatherThe body does not touch these areasI cannot condition these sections because they are NOT leather
The technician determined that is was leather rot, but the damage is not on the leather parts at allShe mentioned the environmentThis sectional is in my home where the temperature is normal, not too cold, not too hot
So that is not the cause for the tearsNo one touches these areas so it is not caused from that either
The material used for underneath the cushions is very cheap and started splitting on because of thisI don't even see that Bob's still sells this particular sectional
All I requested from their Customer Care, was that they send out another technician to see that the damage is not on the leather partsThey refused
The furniture does not have leather rot and it is very unfair for them to sell furniture to customers and not stand behind the materials they useThey are claiming it is my fault the faux leather (or whatever type material it is) that it is wearingThat is so far from the truth
Please help get my point across to themTheir response to my claim is not acceptable because the sectional does not have leather rotAlso, you can see by the pictures I uploaded and the pictures that Bob's sent that there is a seam that divides the leather (on top) and the fake leather belowOnly the material below is damaged, not the leather on topAgain this is not leather rotI have a leather loveseat that I purchased from *** yrs agoIt is all leather and it is fineSo again, it has nothing to do with my environment or lack of conditioning the furnitureI do condition the leather part of the Bob's sectional and it is fine
Thank you for your help in this matter
*** ***
*** ***
Good Afternoon Revdex.com,
I have spoken with *** today (2.21.2014) and approved his request for refundHe has my direct contact information and will follow up with me in regards to when he would like his merchandise removed for refund
Thank you for your assistance in helping me
resolve this customers concern,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:I recently had surgery and was not able to return ***'s two voicemails until 6/I left messages on 6/19, 6/22, and again on 6/The number that she asked I call was the same number I have been calling for the past six weeks with no response ***Each time for the last six weeks I leave the same number for her to return my call on (my cell phone) and she consistently calls my house phone during working hoursIf someone could please call me at *** as soon as possible to have this issue resolved.
Sincerely,
*** ***
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry for the disappointment you are experiencing with your loveseat
and I assure you that Bobs Discount Furniture truly cares for all of our valued
customers
Our
records indicate that this loveseat was delivered to you on and your
first report to us of a frame concern came on While you are far
beyond your warranty period Bobs Discount Furniture has still made a valid
effort to help you with this frame concernYour account reflects that when you
contacted our Customer Care office on we scheduled a service appointment
for you on This courtesy service is being provided to you at no cost
and as we understand your concerns we will work to help you to the best of our
ability during this service appointment
I
apologize again that your merchandise is not performing to your satisfaction and
pledge to you that we are currently offering you the best option for recourse
that we can given the specific details of your concern
We
look forward to seeing you on to service your loveseat concerns to
the best of our abilities
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:Tracy Sanborn from Bob’s Discount Furniture contacted me on 1/13/
She requested pictures of the damaged furniture and after I sent them she offered a store credit for furniture reselection with free delivery/pick up
I will accept this offer and find that this resolution is satisfactory to meThank you for your help Sincerely,
*** ***
Delivery estimates are simply lies Promised of calls to keep us updated on delivery times and status are lies [not one phone call]When you call the store to find out the status of the late delivery, personnel are inept and unable to give any trustworthy information In fact, I was lectured by one of their managers, Amy, for getting upset and being insulting No apologies from anyone Bad place
Complaint: ***
I am rejecting this response because: As you can see by the attached E-Mail I received on Wednesday December 16,from Bob's part's department, I should have already received my Pillow Late February I have continually gotten the run around. Eight months waiting has been far to longResolution is demanded ASAP Sincerely, *** ***
Customer# ***
Order# ***
Thank you for your recent inquiry into your part replacement order
I apologize for the delay in receiving your part replacement orderThe vendor has confirmed the part is in place and is currently shipping from their factoryOnce the vendor receives the parts we will have the order shipped to you directly
The anticipated arrival for your part order is approximately late February
If you have any further questions or concerns please feel free to contact our Customer Care office at ###-###-####Thanks,
Ashley MLead Parts Coordinator
Jewett City Rd
Norwich CT (###-###-####
1-###-###-####
Good Morning Revdex.com,
white; line-height: 15pt; margin-bottom: 0pt;">Please
pass on our sincerest apologies to this customer for the disappointing
experience they have ensured during their purchase from usOur records
indicate that this customer’s concern has been addressed at the highest levels
possible within our organization
It
is beyond our processes to refund a customer after a purchase and
delivery has occurredWe have worked above policy because we do realize as a
company the failures that our customer has endured in this specific scenarioWhile
we understand and take responsibility for this customer’s frustration, our
sales invoice does indicate that should any refund be processed in the form of
a check to the customer the time frame for complete processing is around 7-
business daysWe made requests to get this customer the refund checks sooner
and I assure the customer that our Accounting Department and Customer Care
Management Team did the best they could to get these checks mailed out as soon
as possible
As
of today (1.08.2015) the customer’s refund checks (2) have been fully processed
from our end and we expect these to arrive to customer very soonOur records
indicate the following has been completed from our ***, CT Corporate
offices:
(1)
Check
in the amount of: ( Processed fully on: 1.05.2015)
(1)
Check
in the amount of: (Processed fully on: 1.07.2015)
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
face="Calibri">Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this productWe also send our best wishes to her and her children as I’m
sure this scenario came as quite a shockWhile we acknowledge this consumer’s
concern and wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale
Working off
of the information the customer has outlined here I can convey that in the year
of Bobs Discount Furniture offered a protection plan called ‘Goof Proof’
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damageThe sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called GuardianShould this merchandise have
been delivered in as the customer outlines the factory defect warranty
thru our business directly would have expired in the year meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new addressAs our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bedI believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
We were told by the technician that the repairs would be made, he called from our home phone and explained the damages and ordered the parts Why did he tell my Wife that he would be back with the parts and the repairs would take about hours including tightening the table legs, and call from our phone to order parts??? I now wish my Wife taped the conversation, because Bob's will deny this but this is what occurred the day the technician came out to our home I know now Bob's will not honor what we were told They can show all the pictures they want, we called *** *** at least times in the last years and were told Technicians were coming then no one showed up, called again and again and the same thing, they say they have no records of appointments and now they are saying it is wear and tear because the warranty is almost up...very convenient Can the Revdex.com do anything on our behalf or even give Bobs a negative rating which they surely deserve?
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with usWe agree that there
have been several errors made in this account
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan to
rectify the situation and reach a satisfactory outcomeThis has been scheduled
for with a special inspection before loading to ensure that it is a
sleeper sofa
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresserMy wife and I will accept option as method of resolving this issueAdditionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawersA representative from Bob's may contact me to schedule delivery and installation
Sincerely, *** ***
***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer. We absolutely believe
that have been very patient waiting for the new merchandise to function as it
should.
We have reached out to the customer directly, provided
the information on the part order and offered compensation for having to wait
so long. The customer has accepted this
compensation and will wait one more week for the part order. If there is another delay from the vendor, we
will exchange the piece
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
class="MsoNormal" "margin: 0in 0in 10pt;">Good
Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policyWe try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
salePlease note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review)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 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 (800)569-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 Policy
We 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 fee
While we certainly understand the customer being upset that the delivery did
not take place on 2/16/the original delivery date, we do have to as a
business, take into account the safety of our teams in making deliveries. We show that it rained over an inch on
2/16/and by the customer’s own account the yard was muddy. When conditions like this are presented,
deliveries are dangerous, causing both personal injuries and home and property
damages. We often, as a business, have
to make the hard call of canceling deliveries; this is something we do not take
lightly
We
did try to add the service technician to come out but the customer was informed
that we were trying to add to an existing route, it was not scheduled. The day we attempted to add for was already
full so we were not able to add the service technician. We had given the customer their choice of scheduling the service or trying to add to an established route to get it completed sooner. This service is open and waiting for the
customer to call back and schedule the appointment
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern as we have already processed a refund of the customer’s delivery fee
back to their credit card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">This customer reported these concerns thru an alternate social
media channel as well and as of the desired settlement was reached thru our Customer Care
Department
Pick up of the merchandise is scheduled to occur on
and we consider this complaint closed from our end at this time
Good Morning Revdex.com-
size="3">
We are very sorry that this Alpha set
did not live up to the customer’s expectations.
Our technician deemed part of the set to have manufacturing
defects. Because this customer is
unhappy with the set as a whole, we will extend the courtesy of reselection of
the set, instead of replacing the defective piece
Should the customer wish to accept
this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service ProfessionalsOur Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the Alpha We will waive the cost of the new delivery and
remove and dispose of the Alpha set. We
have credited the customer for the Goof Proof Plus insurance that they
purchased as well
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I'm about to move into a freshly built home, was in Bob's and fell in love with the furniture, the representatives there were very helpful and I am looking forward to purchasing a bedroom set and well as living room, however, after reading the reviews, I'm not so sure now...with furniture flaws, delivery issues and the poor protection plan, I'm seriously rethinking my choices and shopping elsewhere
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to *** for the
aggravation that he has endured while seeking resolution and the part he paid
us forWe truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in shipping time is our responsibility to
own
We have placed the necessary paperwork into *** records to schedule and even exchange of the damaged chair for a factory fresh model
I have personally left *** a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
A recent review of your account indicates that we have
processed a refund to you in the amount you requested (your desired settlement
entered when posting this complaint)This option is truly above and beyond
policies and I do hope you are satisfied with the extreme effort we have
put forth in order to resolve your concernThis resolution sides with our customer
over our business tenfold and if there is anything else we can be of assistance
to you with please let us know at this timeProvided that no further
assistance is needed, we politely ask that you close this claim via the Revdex.com
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apology to this customer for the product
concern he has had to deal withA mattress is an item we truly use the most in
our everyday lives and it is troubling to us to learn that our customer is
being disappointed by our unwillingness to work with him in getting his
defective product replacedI have updated his open credit with commentary
(credit # ***) that states: ‘No
New Delivery Fee Will Be Charged The New Sales Order’Please advise the
customer to contact or visit our retail location at his earliest convenience so
we can write the new sale and schedule the delivery of his factory fresh
mattress
The customer originally purchased from our *** ** location,
their phone number is ###-###-#### (press
the number one on your phone’s keypad after hearing Bob’s voice and this will
transfer you directly to our store’s office)
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
From: *** ***
Sent: Wednesday, April 30, 11:AM
To: ***
Subject: Complaint ID ***
Dear Madam, I read the message from *** ** ***, Bobs Discount Furniture Corporate Customer Care Liaison. Again, I must re-iterate that the sectional is leather only where the body touchesThe leather is fine, not worn, ripped or damaged
The area underneath the cushions are NOT leatherThe body does not touch these areasI cannot condition these sections because they are NOT leather
The technician determined that is was leather rot, but the damage is not on the leather parts at allShe mentioned the environmentThis sectional is in my home where the temperature is normal, not too cold, not too hot
So that is not the cause for the tearsNo one touches these areas so it is not caused from that either
The material used for underneath the cushions is very cheap and started splitting on because of thisI don't even see that Bob's still sells this particular sectional
All I requested from their Customer Care, was that they send out another technician to see that the damage is not on the leather partsThey refused
The furniture does not have leather rot and it is very unfair for them to sell furniture to customers and not stand behind the materials they useThey are claiming it is my fault the faux leather (or whatever type material it is) that it is wearingThat is so far from the truth
Please help get my point across to themTheir response to my claim is not acceptable because the sectional does not have leather rotAlso, you can see by the pictures I uploaded and the pictures that Bob's sent that there is a seam that divides the leather (on top) and the fake leather belowOnly the material below is damaged, not the leather on topAgain this is not leather rotI have a leather loveseat that I purchased from *** yrs agoIt is all leather and it is fineSo again, it has nothing to do with my environment or lack of conditioning the furnitureI do condition the leather part of the Bob's sectional and it is fine
Thank you for your help in this matter
*** ***
*** ***
Good Afternoon Revdex.com,
I have spoken with *** today (2.21.2014) and approved his request for refundHe has my direct contact information and will follow up with me in regards to when he would like his merchandise removed for refund
Thank you for your assistance in helping me
resolve this customers concern,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:I recently had surgery and was not able to return ***'s two voicemails until 6/I left messages on 6/19, 6/22, and again on 6/The number that she asked I call was the same number I have been calling for the past six weeks with no response ***Each time for the last six weeks I leave the same number for her to return my call on (my cell phone) and she consistently calls my house phone during working hoursIf someone could please call me at *** as soon as possible to have this issue resolved.
Sincerely,
*** ***
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am very sorry for the disappointment you are experiencing with your loveseat
and I assure you that Bobs Discount Furniture truly cares for all of our valued
customers
Our
records indicate that this loveseat was delivered to you on and your
first report to us of a frame concern came on While you are far
beyond your warranty period Bobs Discount Furniture has still made a valid
effort to help you with this frame concernYour account reflects that when you
contacted our Customer Care office on we scheduled a service appointment
for you on This courtesy service is being provided to you at no cost
and as we understand your concerns we will work to help you to the best of our
ability during this service appointment
I
apologize again that your merchandise is not performing to your satisfaction and
pledge to you that we are currently offering you the best option for recourse
that we can given the specific details of your concern
We
look forward to seeing you on to service your loveseat concerns to
the best of our abilities
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:Tracy Sanborn from Bob’s Discount Furniture contacted me on 1/13/
She requested pictures of the damaged furniture and after I sent them she offered a store credit for furniture reselection with free delivery/pick up
I will accept this offer and find that this resolution is satisfactory to meThank you for your help Sincerely,
*** ***
Delivery estimates are simply lies Promised of calls to keep us updated on delivery times and status are lies [not one phone call]When you call the store to find out the status of the late delivery, personnel are inept and unable to give any trustworthy information In fact, I was lectured by one of their managers, Amy, for getting upset and being insulting No apologies from anyone Bad place
Complaint: ***
I am rejecting this response because: As you can see by the attached E-Mail I received on Wednesday December 16,from Bob's part's department, I should have already received my Pillow Late February I have continually gotten the run around. Eight months waiting has been far to longResolution is demanded ASAP Sincerely, *** ***
Customer# ***
Order# ***
Thank you for your recent inquiry into your part replacement order
I apologize for the delay in receiving your part replacement orderThe vendor has confirmed the part is in place and is currently shipping from their factoryOnce the vendor receives the parts we will have the order shipped to you directly
The anticipated arrival for your part order is approximately late February
If you have any further questions or concerns please feel free to contact our Customer Care office at ###-###-####Thanks,
Ashley MLead Parts Coordinator
Jewett City Rd
Norwich CT (###-###-####
1-###-###-####
Good Morning Revdex.com,
white; line-height: 15pt; margin-bottom: 0pt;">Please
pass on our sincerest apologies to this customer for the disappointing
experience they have ensured during their purchase from usOur records
indicate that this customer’s concern has been addressed at the highest levels
possible within our organization
It
is beyond our processes to refund a customer after a purchase and
delivery has occurredWe have worked above policy because we do realize as a
company the failures that our customer has endured in this specific scenarioWhile
we understand and take responsibility for this customer’s frustration, our
sales invoice does indicate that should any refund be processed in the form of
a check to the customer the time frame for complete processing is around 7-
business daysWe made requests to get this customer the refund checks sooner
and I assure the customer that our Accounting Department and Customer Care
Management Team did the best they could to get these checks mailed out as soon
as possible
As
of today (1.08.2015) the customer’s refund checks (2) have been fully processed
from our end and we expect these to arrive to customer very soonOur records
indicate the following has been completed from our ***, CT Corporate
offices:
(1)
Check
in the amount of: ( Processed fully on: 1.05.2015)
(1)
Check
in the amount of: (Processed fully on: 1.07.2015)
Kindest
Regards,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
face="Calibri">Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this productWe also send our best wishes to her and her children as I’m
sure this scenario came as quite a shockWhile we acknowledge this consumer’s
concern and wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale
Working off
of the information the customer has outlined here I can convey that in the year
of Bobs Discount Furniture offered a protection plan called ‘Goof Proof’
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damageThe sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called GuardianShould this merchandise have
been delivered in as the customer outlines the factory defect warranty
thru our business directly would have expired in the year meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new addressAs our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bedI believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
We were told by the technician that the repairs would be made, he called from our home phone and explained the damages and ordered the parts Why did he tell my Wife that he would be back with the parts and the repairs would take about hours including tightening the table legs, and call from our phone to order parts??? I now wish my Wife taped the conversation, because Bob's will deny this but this is what occurred the day the technician came out to our home I know now Bob's will not honor what we were told They can show all the pictures they want, we called *** *** at least times in the last years and were told Technicians were coming then no one showed up, called again and again and the same thing, they say they have no records of appointments and now they are saying it is wear and tear because the warranty is almost up...very convenient Can the Revdex.com do anything on our behalf or even give Bobs a negative rating which they surely deserve?
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with usWe agree that there
have been several errors made in this account
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan to
rectify the situation and reach a satisfactory outcomeThis has been scheduled
for with a special inspection before loading to ensure that it is a
sleeper sofa
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresserMy wife and I will accept option as method of resolving this issueAdditionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawersA representative from Bob's may contact me to schedule delivery and installation
Sincerely, *** ***
***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer. We absolutely believe
that have been very patient waiting for the new merchandise to function as it
should.
We have reached out to the customer directly, provided
the information on the part order and offered compensation for having to wait
so long. The customer has accepted this
compensation and will wait one more week for the part order. If there is another delay from the vendor, we
will exchange the piece
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
class="MsoNormal" "margin: 0in 0in 10pt;">Good
Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policyWe try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
salePlease note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review)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 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 (800)569-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 Policy
We 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 fee
While we certainly understand the customer being upset that the delivery did
not take place on 2/16/the original delivery date, we do have to as a
business, take into account the safety of our teams in making deliveries. We show that it rained over an inch on
2/16/and by the customer’s own account the yard was muddy. When conditions like this are presented,
deliveries are dangerous, causing both personal injuries and home and property
damages. We often, as a business, have
to make the hard call of canceling deliveries; this is something we do not take
lightly
We
did try to add the service technician to come out but the customer was informed
that we were trying to add to an existing route, it was not scheduled. The day we attempted to add for was already
full so we were not able to add the service technician. We had given the customer their choice of scheduling the service or trying to add to an established route to get it completed sooner. This service is open and waiting for the
customer to call back and schedule the appointment
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern as we have already processed a refund of the customer’s delivery fee
back to their credit card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">This customer reported these concerns thru an alternate social
media channel as well and as of the desired settlement was reached thru our Customer Care
Department
Pick up of the merchandise is scheduled to occur on
and we consider this complaint closed from our end at this time
Good Morning Revdex.com-
size="3">
We are very sorry that this Alpha set
did not live up to the customer’s expectations.
Our technician deemed part of the set to have manufacturing
defects. Because this customer is
unhappy with the set as a whole, we will extend the courtesy of reselection of
the set, instead of replacing the defective piece
Should the customer wish to accept
this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service ProfessionalsOur Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the Alpha We will waive the cost of the new delivery and
remove and dispose of the Alpha set. We
have credited the customer for the Goof Proof Plus insurance that they
purchased as well
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I'm about to move into a freshly built home, was in Bob's and fell in love with the furniture, the representatives there were very helpful and I am looking forward to purchasing a bedroom set and well as living room, however, after reading the reviews, I'm not so sure now...with furniture flaws, delivery issues and the poor protection plan, I'm seriously rethinking my choices and shopping elsewhere
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to *** for the
aggravation that he has endured while seeking resolution and the part he paid
us forWe truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in shipping time is our responsibility to
own
We have placed the necessary paperwork into *** records to schedule and even exchange of the damaged chair for a factory fresh model
I have personally left *** a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison