Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my deepest apologies for the terrible experience she has received
from usPlease assure her that Bobs Discount Furniture cares very much for our
customersI agree with this customer’s complaint fully and have created a
reselection credit in our system for the original price paid for the dining
room set
I truly hope
that the customer does not feel swindled or mislead by usOur Goof Proof Plan
is an extremely valuable protection plan and as she purchased this plan we are
able to offer her the one time replacement credit that this plan allows forWe
will also be covering the cost of the new delivery fee for the new dining room
she picks out
Please
educate this customer that she may visit any Bob’s showroom at her convenience and
provide her salesperson with this credit number: ***
Upon selecting her new dining room set her sales person will
schedule the pick up of the damaged product and delivery of factory fresh
product for the same dateAs we understand our customer may need time to plan
her trip to the store we will leave the credit open in our system until
(months)
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
As stated in my previous response we are very willing and
able to help our customer rectify the concern she has with the trundle drawer
on the bedOur records indicate that *** has never received a service from
one of our factory trained technicians*** has received multiple deliveries
from delivery teams and out delivery teams are not normally expected to make
professional product repairsBased on the information being reported to me
through this complaint the customer’s concern will easily be corrected through
serviceWe are currently seeking the opportunity to satisfy our customer and
we take great pride on our technician’s abilities to provide first call
resolution for our customer’s concerns
We do ask that *** contacts us to schedule this service as
the product is within her residence and she will be asked specific questions
about the concern that will be easily answered if she is in front of the
merchandiseWe will ask these questions only to ensure that we are providing
our customer with the best care and not wasting anymore of their valuable
family time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer. We did have to cancel the first appointment
due to an icy bridge. There was an issue
with getting this rescheduled for the customer.
I am so sorry that this has been an ongoing issue for this customer. I agree that this has been an unacceptable situation for the customer to endure
I do see at this time this customer has spoken with a
lead and this was set up to exchange the piece completely instead of trying to
service. I believe that the exchange
dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question
or concern to be addressed
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">
This particular claimant has used your channel before via claim # *** (DEC of 2013) and received direct recourse and assistance from us as a
businessI personally worked with this customer at that time and I am certain
that I fully informed the customer at that time what the parameters of the
Guardian Plan are for coverageWe also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customerOur past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previouslyI genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did beforeThe customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
'Calibri','sans-serif'">I have spoken with *** this afternoon (2.28.2014) and we have arranged to have her chair exchanged on I have also provided *** with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange
Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns
Best Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the lack of care our
customer’s property claim concern has been addressed with, I have reviewed the
customer’s concern and made contact with the trucking company involved seeking
an answer as to why the claim was denied
The trucking company has communicated to us that the manifest
(paperwork signed) made no mention of the concerns with the window, which seem
quite graphic and alarming given the customer’s account of what occurredThe
Property claim was also called in four days after the delivery occurred and the
trucking company insists that they have attempted to make contact on 8.31.2015,
9.1.2015, and today (9.25.2015) with the customer and received no responseThe
trucking company is also communicating that the customer has not tried in any
way to contact them directly to dispute the denial information sent out by them
on
At this time the trucking company has asked that we give them
until at least Tuesday (9.29.2015) to complete more research on this claimThe
trucking company has been provided with the customer’s email address (as posted
here) as well, as they continue to tell us they are unable to reach anyone by
phoneWe are granting them the time requested for research and if necessary I will
make a direct follow up to this customer next week by Wednesday to
discuss the current status of this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
We are extremely sorry
for the concerns addressed in this complaint.
Any failure on our part is researched and examined; the failures listed
in this complaint are very serious.
As the merchandise has
all been sent back with the team, we would need direction from the customer if
they are looking to reselect, attempt another delivery or cancel the contract
with Acceptance Now. The last part of
the complaint gives the impression that the customer is undecided.
Please advise if this
customer is looking to continue the relationship with Bob’s and Acceptance Now
or if we should be closing the order and canceling the contract.
Kindest Regards,
Tracy *S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Can
I please ask that this customer provide some clarification on her complaint?
Please
deliver my apology to our customer as our intention is never to be responsible
for poor service from our Customer Care DepartmentCurrently I am perplexed by
the information she has provided within this concern and will need some
specifics illuminated before I can help further
Our
records indicate that originally two lamps were purchased and delivered to this
customer on The *** Protection Plan was purchased and active
on these two lamps until the customer filed a *** claim in December of
(Claim # ***)This claim was honored
through the protection plan and the customer received two new lamps on
When an item is replaced through *** the protection coverage does not transfer
to any new items as the customer is provided with a store credit for the price
of the merchandise and they can choose to purchase merchandise of a similar
make/model or they may select other merchandise with their creditThis
customer chose to purchase new lamps, however they did not purchase the
*** protection on these new lampsIf this customer’s concern is regarding
the lamps she received in January then the customer is being denied assistance
through *** due to the fact that the protection plan was not purchased on
the lamps she is trying to make a claim for
If the customer can provide me with more information or some clarification
on what her claim for accident/damage actually is I would be more than happy to
try and assist 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 ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
We are very sorry that this customer was not completely satisfied with the
pieces that
were delivered to the home on 7.22.16. We do display signs in areas of the store
detailing Natural Products and the variations that may occur. Wrinkles in the leather surface are very
common. This is not a manufacturing
defect. In an effort to try to make this
right for this customer I will waive the new delivery fee for a replacement
piece of the same price.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,*** ***
DC:
Complaint: ***
My wife and I went to Bob's in May and bought a sectional couch from Bob'sWe specifically indicated that we did not want a dark colored couch and ordered our couch on the sole fact that it would be a lighter color couchI was required to take a morning off work for the delivery of the couchUpon delivery, it was the wrong colorWe had to have a new couch delivered and upon delivery, one of the cushions was stainedWe reported the issue and waited weeks for the new couch cushion to be deliveredI received a phone call yesterday that the new cushion was in the storeUpon arrival this morning, they informed me that they ordered the wrong couch color AGAIN!I have now taken days off work and still do not have a clean couch to sit onI spoke with ***, an account specialist at Bob's, and she informed me that the best she could do to rectify the situation was apologize! (ID#***)I have been working with the store manager as well, *** ***, and he has been completely unsuccessful with the situationI can honestly say that I will never shop at Bob's again and hope other businesses do not do business like this establishmentThey are unwilling to bend and customer service is not a priority to them!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meWhile this certainly doesn't leave me feeling satisfied, I have decided to take the cash and gift card compensation so that I don't have to deal with this Bob's situation any longer I will call the store to have them process the cash refund of $How do I go about getting the store credit/gift card compensation?
Note to Revdex.com - please keep this case open until I have received both the cash and store credit compensation Last time the case was closed I was unable to get a response from Bob's until a 4th voicemail and by the tone had gone from wanting to be helpful to rude I want to be sure Revdex.com is involved until the endthanks
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the phone number she provided in
her claim today (7.21.2014)I left her a message with my direct phone number
and also apologized to her because we made a terrible error while initially
reviewing her account and locating her warranty infoMy personal review of her
account showed me that *** was upgraded to our Goof Proof Plus plan prior to
our technician visiting her homeAs our technician did deem the cause of this
products damage a defect, we are absolutely able to offer *** options for resolution
I look forward to hearing from *** directly so I can help
resolve her concern and I thank her for posting this information so that we can
coach our agent into offering the best customer care possible
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
We apologize to our customer for any disappointment they
are experiencing with their product and protection planWe dispatched a service professional to this customer’s residence on (yesterday)The report provided to us by this professional indicated that there were no manufacturing defects present within the merchandise
We stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment
Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in different states and we are continually opening up new stores in new states nearly every monthThe accidental coverage portion of the protection plan is honored by a third party company called ‘***’ and *** provides services under their coverage details nationwide
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan
Good Afternoon Mr ***, Thank you for choosing Bob's Discount FurnitureI apologize for the failed delivery attempt and inconvenience we have causedTwo to three days prior to a scheduled delivery our automated system is programmed to call each customer,
informing them of the estimated four hour delivery time frameAt the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call aheadOur drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your homeWhen they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move onThere appears to be some inconsistencies between the driver's account of events vsyour statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representativesI'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays)Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at *** and enter your customer master ***. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciatedOnce delivery is complete, I will be happy to issue a $gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,
*** **
Good Afternoon Revdex.com-
We are sincerely sorry for the extreme
delay. The gift card department was running behind
due to training a new staff, during the Holiday rush. The credit has been applied to the
account. Again we apologized for the
delay.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my deepest apologies for the terrible experience she has received
from usPlease assure her that Bobs Discount Furniture cares very much for our
customersI agree with this customer’s complaint fully and have created a
reselection credit in our system for the original price paid for the dining
room set
I truly hope
that the customer does not feel swindled or mislead by usOur Goof Proof Plan
is an extremely valuable protection plan and as she purchased this plan we are
able to offer her the one time replacement credit that this plan allows forWe
will also be covering the cost of the new delivery fee for the new dining room
she picks out
Please
educate this customer that she may visit any Bob’s showroom at her convenience and
provide her salesperson with this credit number: ***
Upon selecting her new dining room set her sales person will
schedule the pick up of the damaged product and delivery of factory fresh
product for the same dateAs we understand our customer may need time to plan
her trip to the store we will leave the credit open in our system until
(months)
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
As stated in my previous response we are very willing and
able to help our customer rectify the concern she has with the trundle drawer
on the bedOur records indicate that *** has never received a service from
one of our factory trained technicians*** has received multiple deliveries
from delivery teams and out delivery teams are not normally expected to make
professional product repairsBased on the information being reported to me
through this complaint the customer’s concern will easily be corrected through
serviceWe are currently seeking the opportunity to satisfy our customer and
we take great pride on our technician’s abilities to provide first call
resolution for our customer’s concerns
We do ask that *** contacts us to schedule this service as
the product is within her residence and she will be asked specific questions
about the concern that will be easily answered if she is in front of the
merchandiseWe will ask these questions only to ensure that we are providing
our customer with the best care and not wasting anymore of their valuable
family time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer. We did have to cancel the first appointment
due to an icy bridge. There was an issue
with getting this rescheduled for the customer.
I am so sorry that this has been an ongoing issue for this customer. I agree that this has been an unacceptable situation for the customer to endure
I do see at this time this customer has spoken with a
lead and this was set up to exchange the piece completely instead of trying to
service. I believe that the exchange
dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question
or concern to be addressed
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">
This particular claimant has used your channel before via claim # *** (DEC of 2013) and received direct recourse and assistance from us as a
businessI personally worked with this customer at that time and I am certain
that I fully informed the customer at that time what the parameters of the
Guardian Plan are for coverageWe also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customerOur past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previouslyI genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did beforeThe customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
'Calibri','sans-serif'">I have spoken with *** this afternoon (2.28.2014) and we have arranged to have her chair exchanged on I have also provided *** with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange
Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns
Best Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the lack of care our
customer’s property claim concern has been addressed with, I have reviewed the
customer’s concern and made contact with the trucking company involved seeking
an answer as to why the claim was denied
The trucking company has communicated to us that the manifest
(paperwork signed) made no mention of the concerns with the window, which seem
quite graphic and alarming given the customer’s account of what occurredThe
Property claim was also called in four days after the delivery occurred and the
trucking company insists that they have attempted to make contact on 8.31.2015,
9.1.2015, and today (9.25.2015) with the customer and received no responseThe
trucking company is also communicating that the customer has not tried in any
way to contact them directly to dispute the denial information sent out by them
on
At this time the trucking company has asked that we give them
until at least Tuesday (9.29.2015) to complete more research on this claimThe
trucking company has been provided with the customer’s email address (as posted
here) as well, as they continue to tell us they are unable to reach anyone by
phoneWe are granting them the time requested for research and if necessary I will
make a direct follow up to this customer next week by Wednesday to
discuss the current status of this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
We are extremely sorry
for the concerns addressed in this complaint.
Any failure on our part is researched and examined; the failures listed
in this complaint are very serious.
As the merchandise has
all been sent back with the team, we would need direction from the customer if
they are looking to reselect, attempt another delivery or cancel the contract
with Acceptance Now. The last part of
the complaint gives the impression that the customer is undecided.
Please advise if this
customer is looking to continue the relationship with Bob’s and Acceptance Now
or if we should be closing the order and canceling the contract.
Kindest Regards,
Tracy *S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Can
I please ask that this customer provide some clarification on her complaint?
Please
deliver my apology to our customer as our intention is never to be responsible
for poor service from our Customer Care DepartmentCurrently I am perplexed by
the information she has provided within this concern and will need some
specifics illuminated before I can help further
Our
records indicate that originally two lamps were purchased and delivered to this
customer on The *** Protection Plan was purchased and active
on these two lamps until the customer filed a *** claim in December of
(Claim # ***)This claim was honored
through the protection plan and the customer received two new lamps on
When an item is replaced through *** the protection coverage does not transfer
to any new items as the customer is provided with a store credit for the price
of the merchandise and they can choose to purchase merchandise of a similar
make/model or they may select other merchandise with their creditThis
customer chose to purchase new lamps, however they did not purchase the
*** protection on these new lampsIf this customer’s concern is regarding
the lamps she received in January then the customer is being denied assistance
through *** due to the fact that the protection plan was not purchased on
the lamps she is trying to make a claim for
If the customer can provide me with more information or some clarification
on what her claim for accident/damage actually is I would be more than happy to
try and assist 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 ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
We are very sorry that this customer was not completely satisfied with the
pieces that
were delivered to the home on 7.22.16. We do display signs in areas of the store
detailing Natural Products and the variations that may occur. Wrinkles in the leather surface are very
common. This is not a manufacturing
defect. In an effort to try to make this
right for this customer I will waive the new delivery fee for a replacement
piece of the same price.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I just e-mailed the Stephanie G*** and am awaiting a responseThank you for your help in this matter,
*** ***
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,*** ***
DC:
Complaint: ***
My wife and I went to Bob's in May and bought a sectional couch from Bob'sWe specifically indicated that we did not want a dark colored couch and ordered our couch on the sole fact that it would be a lighter color couchI was required to take a morning off work for the delivery of the couchUpon delivery, it was the wrong colorWe had to have a new couch delivered and upon delivery, one of the cushions was stainedWe reported the issue and waited weeks for the new couch cushion to be deliveredI received a phone call yesterday that the new cushion was in the storeUpon arrival this morning, they informed me that they ordered the wrong couch color AGAIN!I have now taken days off work and still do not have a clean couch to sit onI spoke with ***, an account specialist at Bob's, and she informed me that the best she could do to rectify the situation was apologize! (ID#***)I have been working with the store manager as well, *** ***, and he has been completely unsuccessful with the situationI can honestly say that I will never shop at Bob's again and hope other businesses do not do business like this establishmentThey are unwilling to bend and customer service is not a priority to them!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meWhile this certainly doesn't leave me feeling satisfied, I have decided to take the cash and gift card compensation so that I don't have to deal with this Bob's situation any longer I will call the store to have them process the cash refund of $How do I go about getting the store credit/gift card compensation?
Note to Revdex.com - please keep this case open until I have received both the cash and store credit compensation Last time the case was closed I was unable to get a response from Bob's until a 4th voicemail and by the tone had gone from wanting to be helpful to rude I want to be sure Revdex.com is involved until the endthanks
Sincerely,
*** ***
Tell you lies to sell you furniture then make up excuses as to why your furniture is not readyRefuse to work with you and take advantage of people
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the phone number she provided in
her claim today (7.21.2014)I left her a message with my direct phone number
and also apologized to her because we made a terrible error while initially
reviewing her account and locating her warranty infoMy personal review of her
account showed me that *** was upgraded to our Goof Proof Plus plan prior to
our technician visiting her homeAs our technician did deem the cause of this
products damage a defect, we are absolutely able to offer *** options for resolution
I look forward to hearing from *** directly so I can help
resolve her concern and I thank her for posting this information so that we can
coach our agent into offering the best customer care possible
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
We apologize to our customer for any disappointment they
are experiencing with their product and protection planWe dispatched a service professional to this customer’s residence on (yesterday)The report provided to us by this professional indicated that there were no manufacturing defects present within the merchandise
We stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment
Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in different states and we are continually opening up new stores in new states nearly every monthThe accidental coverage portion of the protection plan is honored by a third party company called ‘***’ and *** provides services under their coverage details nationwide
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan
Good Afternoon Mr ***, Thank you for choosing Bob's Discount FurnitureI apologize for the failed delivery attempt and inconvenience we have causedTwo to three days prior to a scheduled delivery our automated system is programmed to call each customer,
informing them of the estimated four hour delivery time frameAt the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call aheadOur drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your homeWhen they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move onThere appears to be some inconsistencies between the driver's account of events vsyour statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representativesI'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays)Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at *** and enter your customer master ***. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciatedOnce delivery is complete, I will be happy to issue a $gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,
*** **
Good Afternoon Revdex.com-
We are sincerely sorry for the extreme
delay. The gift card department was running behind
due to training a new staff, during the Holiday rush. The credit has been applied to the
account. Again we apologized for the
delay.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture