Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are so sorry that there has been this
extensive delay in the refund process.
There was an error in the paperwork that prevented it from being
released to accounting. This has been
correctedThe check has been cut and will be sent out Thursday via *** **
overnight to the customer. Please see
attached the tracking label so that the customer can be assured this has been
completedKindest
Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here
I am very sorry for the disappointment you are
experiencing with your bonded leather setI assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of every product we sell including our valuable Goof Proof Protection
Plans
Your sales record reflects that you have had possession
of this furniture since The manufacturer warranty associated with
this merchandise was effective for one year, beginning from the date of
deliveryIn speaking with *** I was able to locate a claim made under
your plan in July of regarding a plastic hair clip tearing the leather on
your product
Bonded Leather offers the look of luxury at a much
more affordable price point and as its name depicts, bonded leather is real
leather that is adhered (or bonded) to a fabric backing with a strong adhesive
Over time and with any amount of usage the heat from our bodies and friction
from use causes expansion of the molecules that join the bonded leather to the
fabric backingBonded Leather is manufactured the same way industry wide and
peeling over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling can occur based on the nature of
this material’s manufacturing process
***/goof proof is designed to provide coverage
against most common types of in home accidental damageWe do expect our sales
professionals to provide a general overview during the excitement of your sale
and just like many other protection plans sold on automobiles, electronics, and
housewares there are exceptions to coverage in order to keep the plan fair for
all consumersI appreciate your account of how our valuable plan is being sold
and I most certainly will be following up with our retail location to ensure
that our customers are receiving the best care possibleFor your knowledge we have
a vast interest in protecting our customer’s purchases in any way we directly
can and because of this we upgraded our plan in We currently sell Goof
Proof Plus to cover factory defects that may occur along with accidental damage
coverage still directly managed through ***
Bob's Discount Furniture appreciates your business
and promises to stand behind our furniture, even after the expiration of the
manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for
store credit minus a 50% usage feeWe will also provide you with a store
credit on the monies you paid toward the Goof Proof plan that you allege was
not properly recommended to you; the total available store credit will be $
and you will be responsible for deliveryUnfortunately, parts are not
available
It is our hope that you understand our position and find our offer fair
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We are not able to offer compensation based on an individuals
time. This would not be fair and even
across the board for all of our customers.
We can offer additional compensation in regards to the failure of the
delivery team.
We will offer this customer additional compensation in the form of
the delivery fee ($99.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time Please see attached refund to be credited to
*** ***
I did check into the gift card request and it was correctly
submitted, it has not been processed due to the weekend. It should be processed either today or
tomorrow. I confirmed we have the
correct email address on file.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in December
2012. At the time the sale was created
the customer was offered the option of purchasing *** *** This gave the customer a protection plan
against accidental damages for a period of five years. The merchandise came with a manufacturing
warranty for one year.
In our technician went to the home for
a Best Effort Service, while the service was being created the agent explained
to the customer that it was a service only, parts were not included. The technician determined that the control
panel had suffered damage in the home, no manufacturing defect. The customer was offered the option of a
customer purchase partThe order was set up, the customer never paid for the
part, so it was canceled. There has been
no failure on the part of Bob’s to resolve any issue.
As there is no warranty on the pieces and
the pieces have been in the home since we will not be able to honor this customer
request for refund
As a courtesy to this customer, I have set
up a courtesy part order to be sent to the customer. It will be sent directly to them, this
courtesy does not extend to installation.
If the customer needs a technician to come out and install the part that
would be at the customer’s expense.
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture,
Corporate Customer Care Liaison
minor-latin">Good Afternoon Revdex.com-
We are very sorry for the concerns that this
customer has.
I was able to review the photos the customer
submitted on the table damage
Please see the attached picture that we have
included for your review on this claim
This photo shows clearly there is a chip in the
glass. This is not a smudge or dirt
inside the glass; it has sustained a chip on the edge of the glass. This is not a manufacturing defect. This is damage that occurred in the
home.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer feels she has been met
with such a lack of care while trying to get her concerns resolvedBobs
Discount Furniture is able to offer our customer the valuable option of a
service repair at no cost and we pride ourselves on providing our customers
with honest answersI assure our customer that Bobs is working at full capacity
to provide a resolution for these concerns
***’s records indicate that our customer reported
multiple vomit stains that have occurred over the past few weeksOn ***’s
agreement it does indicate that this plan offers coverage against one time
accidental damages, our customer was denied due to reporting multiple stains
from various occurrences and was not denied based on the other concerns she
reported with this merchandiseThis protection plan has shown successful results
for our customer as it was used less than a year ago to get a replacement sofa
through the *** companyLike most other protection plans (those sold by
other furniture retailers, on electronics or automobiles) there must be
exclusions to coverage in order to keep the plan fair for all consumers
Our records indicate that we have scheduled a service repair
technician to our customer’s home (on 5.21.2014) to address the concerns with
the arm and the seatsOur customer is currently far outside of any factory guarantee
directly through Bobs Discount Furniture and we are making our best effort
attempt to help her address these concerns at no cost to herI am truly very
sorry that our customer is so dissatisfied with the option we have to offer her
assistance and assure her that we are doing the best we can with consideration
to this scenario in its entiretyWe answered our customer’s questions as
honestly as we could during our conversation with her by explaining that we will
do our best to repair her merchandise however due to the fact that she is no
longer within her Bobs Factory Guarantee we as a business cannot be responsible
to cover the cost or install replacement parts should these be needed to
satisfy our customer’s concern
It is our hope that our customer will understand our
position and recognize that as a business Bobs is providing a valuable courtesy
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
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just left this customer a voicemail (at 3:20PM) regarding some
options for resolution I have for herI have left her my direct contact number
and I hope to hear from her soon as I truly wish to provide her the help she is
seeking through this channel
Please
pass along my email address as well in the case she prefers written
communication: ***
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!
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;">Please pass on my apologies to *** for the disappointment she
has been experiencingI believe there may be some confusion on our customer’s
part regarding the Goof Proof Protection she was sold by our company and I
thank her for the opportunity to clear that upI assure *** that the Goof
Proof Protection plan she was sold covers rips, stains, and broken pieces just
as she has cited in her complaintIn speaking with *** (the company that
manages this plan for ***’s customers as well as many other furniture
retailers) they have told me that they do have a record of *** calling them
on and reporting concerns for her productThey have explained to me
that they sent *** the necessary paperwork to complete her claim and they
have not heard back from her yet*** would only need to report an accidental
damage that caused these rips in order for this type of damage to be covered
under her planJust like many other protection plans purchased for
electronics, automobiles, and appliances the protection plan does not cover
usageAny and all protections plan must contain restrictions in order
to keep the plan fair for all consumers alike***s Discount Furniture is
usually not present when an accident occurs in our customers home to cause such
damages so it is naturally expected that the customer would call the protection
plan themselves to report the incident that occurred
As ***s Discount Furniture is a separate company from
***, *** notified us of her concerns on a different date (4.08.2014)
and ***s helped *** by sending out one of our technicians to repair any
factory defects ***’s product may have been experiencingAs you will see
from the attached document containing the pictures our technician took of ***’s
merchandise, there are more than just manufacturing defects present on this
furniture***s Discount Furniture offers all our customers our Goof Proof
Protection plan because as a furniture retailer we are unable to take responsibility
for accidental damages like rips and tears caused to home furnishings after our
customer has had possession of the merchandiseI apologize to *** again for
any stress that this process has caused her and I encourage her to contact
*** again to disclose the accidental occurrences(s) that caused the damages
present to her furnitureI am confident these would be covered under the
protection plan as long as the accidents reported match the damages shown, rips
and tears of this nature do not just appear on furniture overnightA refund of
the plan monies would not be an option thru ***s Discount Furniture at this
time as we are happy to take care of any manufacturing defects that occur
within ***’s product through the lifetime of the purchased plan
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what options we may have to accommodate you further in the form of a gift card
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I am insulted and disgusted with Bob's responseThis complaint process has been drawn out unnecessarily largely due to Bob's failure to carefully read my comments before respondingI was not expecting customer service to respond to me in the Revdex.com complaint processI'm fully aware of who I'm dealing withI initiated this process because customer service didn't attempt to resolve my issueIn fact, I was told that it was unlikely a supervisor would call me back, and the next time told I'd be placed on hold indefinitely waiting to speak to oneAnd, the first supervisor's offer was a non-offer because it revoked a warranty I paid money for that isn't even serviced by Bob'sIn my last response, I was pointing out that Bob's, in general, at both the customer service level and corporate level, did not respond regarding whether one can sit on the ottomanBob's finally responded, but with with two absurd additional optionsBob's "offers" are further examples of Bob's unwillingness to do the right thing and refund my moneyI don't want another ottomanNot after my confidence in the quality was shaken after it collapsed and I was told not to sit on itI have said that multiple timesThe two new offers are insultingWho in their right mind would want to keep a broken ottoman? I stated clearly before that the frame COLLAPSEDI also stated that I have an infantWhy would I endanger my child with a broken piece of furniture? And why would I want to risk my family's and my baby's safety with a model that has proven to be unstable? Why is Bob's only willing to refund 60% of my money if I keep the broken one? How about I give Bob's back the AS IS broken ottoman and Bob's can give me back my other 40%? I have no use for the broken ottomanThe only other place I'm taking it is the dump unless Bob's will give me my full refund in exchange for itBob's seems to believe there's still value in the broken ottoman since they've made it part of these two new offersAs I've said before, I can't believe how much time I've had to spend responding to these half-hearted offers from Bob'sI stated very clearly upfront what I wantI work full time and have an INFANTBob's is wasting what precious little time I have in the day by drawing this outI don't want the credit to Bob'sAfter all this I want nothing more to do with Bob's, and certainly do not want to get any more furniture from themI just want my refund of $That is not too much to ask and does not affect their ability to do business in any wayIn fact, it will finally demonstrate that they do, in fact, care about resolving disputes with customersHopefully the next customer complaint won't take this longPeople don't want to spend weeks fighting with a company for a simple refund!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: the business states themselves in the miscommunication we are having and are not being very responsive to my demandsI now have an adjustable bed that is not the one I wantedI believe this shows tons of complacency in their business practiceWe have not come to a solution with the business because I am currently with a pice of furniture that is not tge one I wantI am offering the bussiness to retrieve the adjustable bed and to give me a plain box spring with a yet not agreed compensationIn addition, I would like the pieces that were taken from my bed frame so I could place a standard box springI believe their is a civilized solution to this with no further mishaps, and with an adequate compensation due to the hardship they have presented.
I attempted to contact Tracy back after we lost cpnnection and I am still waiting reply
Sincerely,
*** ***
I did go back to the store where I purchased everythingMy sales rep Steven B*** went out of his way to make things right with me. He was able to find the remotes in the store and got the
OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in *** *s ExcellentBobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today and provided her
with my direct contact information and my apologies for the stress that she has
had to endure while seeking to get this product concern resolvedI provided
*** with my direct contact information and advised her that we have several
avenues to help resolve her concerns and I would be happy to help however I can
to rectify her disappointments
*** has agreed to call me directly in the near future to
discuss resolving her concerns in further detail
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you have personally experienced any
disappointment while working with Bobs directly or speaking with the *** company
As the Revdex.com is aware, the size of our business is massive and we
would not be continuing to grow so rapidly into new territories if we operated
without honesty and transparencyWord of mouth travels extremely fast
especially in an age of technology and It is a terrible fact I learned many
years ago in my business that a happy customer will typically tell of their
family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very high ratio of approved claims
through this plan and the company we partner withSadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiencesIn most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenariosI cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customersI do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any productTo categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,customers that are receiving a great experience today and
in the future, as well as my nearly 4,team members who strive every day to
make the experience a pleasant one, ample credit
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organizationPlease don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on foreverWe take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overallOur customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S.
I would like to help you resolve your concern with the support
legs directly and should you find this acceptable you are welcome to email me
at ***
In researching your product I have found that this manufacturer
offers three different types of support legsThere is a center support leg, a
short support leg, and a long support legI certainly don’t want to cause you
any further inconvenience and if at all possible request that you send me a
photo to show what currently exists under your bed so that I can order you the appropriate
parts
Please feel free to contact me directly by email or if you find it
more suitable, we can continue to use the Revdex.com for their mediation assistance
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesiveOver time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backingBonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over three years and in that three year period our
records indicate that you had not reported any issues before June The
Bobs warranty on your merchandise expired over two years ago and as this
concern does not stem from a factory defect in the product’s workmanship and is
viewed as wear and tear industry wide, we are able to make a store
credit offer to from a place of extreme courtesy and care As with most protection plans the *** *** *** purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the *** sofa and loveseat, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today via a phone number I located within her Bobs
Discount Furniture customer recordI left a voicemail for her with my direct
phone number to contact me backWe will certainly honor the 10% discount on
the canvas that this customer was initially told was possibleWe are very
sorry that she had such a bad experience with our store and hope to regain her
trust back in our business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. We hope the customer will consider our offer
and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are so sorry that there has been this
extensive delay in the refund process.
There was an error in the paperwork that prevented it from being
released to accounting. This has been
correctedThe check has been cut and will be sent out Thursday via *** **
overnight to the customer. Please see
attached the tracking label so that the customer can be assured this has been
completedKindest
Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here
Good Morning ***,
I am very sorry for the disappointment you are
experiencing with your bonded leather setI assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of every product we sell including our valuable Goof Proof Protection
Plans
Your sales record reflects that you have had possession
of this furniture since The manufacturer warranty associated with
this merchandise was effective for one year, beginning from the date of
deliveryIn speaking with *** I was able to locate a claim made under
your plan in July of regarding a plastic hair clip tearing the leather on
your product
Bonded Leather offers the look of luxury at a much
more affordable price point and as its name depicts, bonded leather is real
leather that is adhered (or bonded) to a fabric backing with a strong adhesive
Over time and with any amount of usage the heat from our bodies and friction
from use causes expansion of the molecules that join the bonded leather to the
fabric backingBonded Leather is manufactured the same way industry wide and
peeling over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling can occur based on the nature of
this material’s manufacturing process
***/goof proof is designed to provide coverage
against most common types of in home accidental damageWe do expect our sales
professionals to provide a general overview during the excitement of your sale
and just like many other protection plans sold on automobiles, electronics, and
housewares there are exceptions to coverage in order to keep the plan fair for
all consumersI appreciate your account of how our valuable plan is being sold
and I most certainly will be following up with our retail location to ensure
that our customers are receiving the best care possibleFor your knowledge we have
a vast interest in protecting our customer’s purchases in any way we directly
can and because of this we upgraded our plan in We currently sell Goof
Proof Plus to cover factory defects that may occur along with accidental damage
coverage still directly managed through ***
Bob's Discount Furniture appreciates your business
and promises to stand behind our furniture, even after the expiration of the
manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for
store credit minus a 50% usage feeWe will also provide you with a store
credit on the monies you paid toward the Goof Proof plan that you allege was
not properly recommended to you; the total available store credit will be $
and you will be responsible for deliveryUnfortunately, parts are not
available
It is our hope that you understand our position and find our offer fair
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We are not able to offer compensation based on an individuals
time. This would not be fair and even
across the board for all of our customers.
We can offer additional compensation in regards to the failure of the
delivery team.
We will offer this customer additional compensation in the form of
the delivery fee ($99.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time Please see attached refund to be credited to
*** ***
I did check into the gift card request and it was correctly
submitted, it has not been processed due to the weekend. It should be processed either today or
tomorrow. I confirmed we have the
correct email address on file.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in December
2012. At the time the sale was created
the customer was offered the option of purchasing *** *** This gave the customer a protection plan
against accidental damages for a period of five years. The merchandise came with a manufacturing
warranty for one year.
In our technician went to the home for
a Best Effort Service, while the service was being created the agent explained
to the customer that it was a service only, parts were not included. The technician determined that the control
panel had suffered damage in the home, no manufacturing defect. The customer was offered the option of a
customer purchase partThe order was set up, the customer never paid for the
part, so it was canceled. There has been
no failure on the part of Bob’s to resolve any issue.
As there is no warranty on the pieces and
the pieces have been in the home since we will not be able to honor this customer
request for refund
As a courtesy to this customer, I have set
up a courtesy part order to be sent to the customer. It will be sent directly to them, this
courtesy does not extend to installation.
If the customer needs a technician to come out and install the part that
would be at the customer’s expense.
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture,
Corporate Customer Care Liaison
minor-latin">Good Afternoon Revdex.com-
We are very sorry for the concerns that this
customer has.
I was able to review the photos the customer
submitted on the table damage
Please see the attached picture that we have
included for your review on this claim
This photo shows clearly there is a chip in the
glass. This is not a smudge or dirt
inside the glass; it has sustained a chip on the edge of the glass. This is not a manufacturing defect. This is damage that occurred in the
home.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer feels she has been met
with such a lack of care while trying to get her concerns resolvedBobs
Discount Furniture is able to offer our customer the valuable option of a
service repair at no cost and we pride ourselves on providing our customers
with honest answersI assure our customer that Bobs is working at full capacity
to provide a resolution for these concerns
***’s records indicate that our customer reported
multiple vomit stains that have occurred over the past few weeksOn ***’s
agreement it does indicate that this plan offers coverage against one time
accidental damages, our customer was denied due to reporting multiple stains
from various occurrences and was not denied based on the other concerns she
reported with this merchandiseThis protection plan has shown successful results
for our customer as it was used less than a year ago to get a replacement sofa
through the *** companyLike most other protection plans (those sold by
other furniture retailers, on electronics or automobiles) there must be
exclusions to coverage in order to keep the plan fair for all consumers
Our records indicate that we have scheduled a service repair
technician to our customer’s home (on 5.21.2014) to address the concerns with
the arm and the seatsOur customer is currently far outside of any factory guarantee
directly through Bobs Discount Furniture and we are making our best effort
attempt to help her address these concerns at no cost to herI am truly very
sorry that our customer is so dissatisfied with the option we have to offer her
assistance and assure her that we are doing the best we can with consideration
to this scenario in its entiretyWe answered our customer’s questions as
honestly as we could during our conversation with her by explaining that we will
do our best to repair her merchandise however due to the fact that she is no
longer within her Bobs Factory Guarantee we as a business cannot be responsible
to cover the cost or install replacement parts should these be needed to
satisfy our customer’s concern
It is our hope that our customer will understand our
position and recognize that as a business Bobs is providing a valuable courtesy
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
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just left this customer a voicemail (at 3:20PM) regarding some
options for resolution I have for herI have left her my direct contact number
and I hope to hear from her soon as I truly wish to provide her the help she is
seeking through this channel
Please
pass along my email address as well in the case she prefers written
communication: ***
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!
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;">Please pass on my apologies to *** for the disappointment she
has been experiencingI believe there may be some confusion on our customer’s
part regarding the Goof Proof Protection she was sold by our company and I
thank her for the opportunity to clear that upI assure *** that the Goof
Proof Protection plan she was sold covers rips, stains, and broken pieces just
as she has cited in her complaintIn speaking with *** (the company that
manages this plan for ***’s customers as well as many other furniture
retailers) they have told me that they do have a record of *** calling them
on and reporting concerns for her productThey have explained to me
that they sent *** the necessary paperwork to complete her claim and they
have not heard back from her yet*** would only need to report an accidental
damage that caused these rips in order for this type of damage to be covered
under her planJust like many other protection plans purchased for
electronics, automobiles, and appliances the protection plan does not cover
usageAny and all protections plan must contain restrictions in order
to keep the plan fair for all consumers alike***s Discount Furniture is
usually not present when an accident occurs in our customers home to cause such
damages so it is naturally expected that the customer would call the protection
plan themselves to report the incident that occurred
As ***s Discount Furniture is a separate company from
***, *** notified us of her concerns on a different date (4.08.2014)
and ***s helped *** by sending out one of our technicians to repair any
factory defects ***’s product may have been experiencingAs you will see
from the attached document containing the pictures our technician took of ***’s
merchandise, there are more than just manufacturing defects present on this
furniture***s Discount Furniture offers all our customers our Goof Proof
Protection plan because as a furniture retailer we are unable to take responsibility
for accidental damages like rips and tears caused to home furnishings after our
customer has had possession of the merchandiseI apologize to *** again for
any stress that this process has caused her and I encourage her to contact
*** again to disclose the accidental occurrences(s) that caused the damages
present to her furnitureI am confident these would be covered under the
protection plan as long as the accidents reported match the damages shown, rips
and tears of this nature do not just appear on furniture overnightA refund of
the plan monies would not be an option thru ***s Discount Furniture at this
time as we are happy to take care of any manufacturing defects that occur
within ***’s product through the lifetime of the purchased plan
Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what options we may have to accommodate you further in the form of a gift card
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because: I am insulted and disgusted with Bob's responseThis complaint process has been drawn out unnecessarily largely due to Bob's failure to carefully read my comments before respondingI was not expecting customer service to respond to me in the Revdex.com complaint processI'm fully aware of who I'm dealing withI initiated this process because customer service didn't attempt to resolve my issueIn fact, I was told that it was unlikely a supervisor would call me back, and the next time told I'd be placed on hold indefinitely waiting to speak to oneAnd, the first supervisor's offer was a non-offer because it revoked a warranty I paid money for that isn't even serviced by Bob'sIn my last response, I was pointing out that Bob's, in general, at both the customer service level and corporate level, did not respond regarding whether one can sit on the ottomanBob's finally responded, but with with two absurd additional optionsBob's "offers" are further examples of Bob's unwillingness to do the right thing and refund my moneyI don't want another ottomanNot after my confidence in the quality was shaken after it collapsed and I was told not to sit on itI have said that multiple timesThe two new offers are insultingWho in their right mind would want to keep a broken ottoman? I stated clearly before that the frame COLLAPSEDI also stated that I have an infantWhy would I endanger my child with a broken piece of furniture? And why would I want to risk my family's and my baby's safety with a model that has proven to be unstable? Why is Bob's only willing to refund 60% of my money if I keep the broken one? How about I give Bob's back the AS IS broken ottoman and Bob's can give me back my other 40%? I have no use for the broken ottomanThe only other place I'm taking it is the dump unless Bob's will give me my full refund in exchange for itBob's seems to believe there's still value in the broken ottoman since they've made it part of these two new offersAs I've said before, I can't believe how much time I've had to spend responding to these half-hearted offers from Bob'sI stated very clearly upfront what I wantI work full time and have an INFANTBob's is wasting what precious little time I have in the day by drawing this outI don't want the credit to Bob'sAfter all this I want nothing more to do with Bob's, and certainly do not want to get any more furniture from themI just want my refund of $That is not too much to ask and does not affect their ability to do business in any wayIn fact, it will finally demonstrate that they do, in fact, care about resolving disputes with customersHopefully the next customer complaint won't take this longPeople don't want to spend weeks fighting with a company for a simple refund!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: the business states themselves in the miscommunication we are having and are not being very responsive to my demandsI now have an adjustable bed that is not the one I wantedI believe this shows tons of complacency in their business practiceWe have not come to a solution with the business because I am currently with a pice of furniture that is not tge one I wantI am offering the bussiness to retrieve the adjustable bed and to give me a plain box spring with a yet not agreed compensationIn addition, I would like the pieces that were taken from my bed frame so I could place a standard box springI believe their is a civilized solution to this with no further mishaps, and with an adequate compensation due to the hardship they have presented.
I attempted to contact Tracy back after we lost cpnnection and I am still waiting reply
Sincerely,
*** ***
I did go back to the store where I purchased everythingMy sales rep Steven B*** went out of his way to make things right with me. He was able to find the remotes in the store and got the
OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in *** *s ExcellentBobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today and provided her
with my direct contact information and my apologies for the stress that she has
had to endure while seeking to get this product concern resolvedI provided
*** with my direct contact information and advised her that we have several
avenues to help resolve her concerns and I would be happy to help however I can
to rectify her disappointments
*** has agreed to call me directly in the near future to
discuss resolving her concerns in further detail
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon ***,
Roman" size="3">
I apologize that you have personally experienced any
disappointment while working with Bobs directly or speaking with the *** company
As the Revdex.com is aware, the size of our business is massive and we
would not be continuing to grow so rapidly into new territories if we operated
without honesty and transparencyWord of mouth travels extremely fast
especially in an age of technology and It is a terrible fact I learned many
years ago in my business that a happy customer will typically tell of their
family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claimsThe internet is a place where information even from many years
prior remains currently viewed and judged uponMany customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** Plans we have a very high ratio of approved claims
through this plan and the company we partner withSadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiencesIn most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenariosI cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customersI do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any productTo categorize our protection plan as poor
quality or state that all of our customers are complaining just doesn't
give the nearly 3,customers that are receiving a great experience today and
in the future, as well as my nearly 4,team members who strive every day to
make the experience a pleasant one, ample credit
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organizationPlease don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on foreverWe take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overallOur customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S.
I would like to help you resolve your concern with the support
legs directly and should you find this acceptable you are welcome to email me
at ***
In researching your product I have found that this manufacturer
offers three different types of support legsThere is a center support leg, a
short support leg, and a long support legI certainly don’t want to cause you
any further inconvenience and if at all possible request that you send me a
photo to show what currently exists under your bed so that I can order you the appropriate
parts
Please feel free to contact me directly by email or if you find it
more suitable, we can continue to use the Revdex.com for their mediation assistance
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good
Afternoon
***
I
am very sorry for the disappointment you are experiencing with your bonded
leather setI assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesiveOver time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backingBonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over three years and in that three year period our
records indicate that you had not reported any issues before June The
Bobs warranty on your merchandise expired over two years ago and as this
concern does not stem from a factory defect in the product’s workmanship and is
viewed as wear and tear industry wide, we are able to make a store
credit offer to from a place of extreme courtesy and care As with most protection plans the *** *** *** purchased does not cover wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the *** sofa and loveseat, this would be a
reselection credit. We would waive a new
delivery fee and expect to pick up the *** set when we deliver the new
pieces
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** by phone today via a phone number I located within her Bobs
Discount Furniture customer recordI left a voicemail for her with my direct
phone number to contact me backWe will certainly honor the 10% discount on
the canvas that this customer was initially told was possibleWe are very
sorry that she had such a bad experience with our store and hope to regain her
trust back in our business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. We hope the customer will consider our offer
and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture