Dear Revdex.com,I spoke with Mr*** on June 10, and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bedMr*** states that the issues with the bed and drawers occurred shortly after
the delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are neededIn regard to the bed frame, Mr*** has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the *** dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.***, will speak with his wife and either call or email me back.Thanks*** **
Good Morning Revdex.com-
We are very sorry that this chair did not live up to the customer’s expectations In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection or exchange. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your records Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
The exchange was scheduled for 12/The delivery service looked at the replacement unit and advised us that the replacement was in worse condition and had more incomplete finishing than the original one we haveNO CUSTOMER SERVICE NOR QUALITY CONTROL ON THE PART OF THE STORE AND MANUFACTURER
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have
experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when they went away
and when they came back they saw the damage.
By ***’s guidelines this is not a verifiable accident. The customer was offered the chance to do
some research and call back within hours to amend their claim, they refused
this offer
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
If we grant the customer’s request and cancel the Goof
Proof for refund, this piece will no longer have any warranty remaining. We would have to cancel the service that is
scheduled. We would not be able to offer
any recourse at all in the future
We would like to offer this customer a gift card in the
amount of $instead of canceling the *** *** for a refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">After a complete review of *** account I felt it
necessary to contact our customer and establish a direct channel for
communicationsI spoke with *** this afternoon (7.8.2015) and I am
currently in the process of reviewing this concern in more detail to see how we
can assist our customer on a direct basis
At this time *** has agreed to email me photos of her
furniture, after a review of these photos I am prepared to personally follow up
with *** to explain what type of one time courtesy offer we are able to
provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
The response to my complaint does not actually deal with my actual compliant The main point of this complaint is that Bob's is saying because I didn't notice the damage their delivery team did to my floor within hours their insurance company will not accept my complaint I feel Bob's Furniture should still be responsible for the damage they did to my home I also asked about the signature their delivery team did not get even though I told them I still needed to sign it When speaking with *** at Bob's customer service he said he had access to the paper and my signature was on the paper on that line I know I did not sign it so someone else did When I asked for a copy of this signature *** said I could not have it BTW*** never called as she said she did I did not get a message My voice mail also sends me a text when I get a message*** definitely did not leave a message.
Sincerely,
*** ***
Good Morning Revdex.com,
"">
Please give *** my sincerest apologies for this
terrible experienceIt is never our intention to disappoint our customers or
make them feel like we are not empathizing with their concernsI would like
nothing more then to be able to provide our customer with a resolution she
finds satisfactoryThis is certainly not the way we normally conduct our
business and I apologize again that *** and her family members have had to
take time away from their lives to get this concern rectified
I am currently unable to locate the sales order or
account that has this purchase/delivery within itI have checked under ***’s
phone number, name, address, and email address - my search continues to return
no accountsCan you please ask *** to respond with information pertaining to
the sales order for this merchandise so I can locate this account and begin
researching what options we may have to offer for recourse?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank
You for the opportunity to make it right,
*** ** ***
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,
*** ***
p.sin good faith we are hoping the next mattress will be up to high quality standards and that it will come with new warranty/guarantee as of the date we receive the new mattress with no defectsI understand from calling the store the delivery charges will be 30-dollars and will be taking old mattress at that timeLooking forward to hearing back as to when the credit is available and how to go about getting new mattressWe would like to go to store as soon as possible to replace this defective mattressThank you in advance for your help in this matterPlease use phone number *** if you need to leave message or get in touch with me
As my wife and I were shopping around for a furniture set we felt compelled to go back to Bob's for a number of reasonsThey had good variety, good pricing, a protection plan and friendly sales staffCome to find out the sales staff is just telling you what you want to hearWhen we were telling our salesman about how we had a puppy, just bought a house and were looking to start a family and didn't want to buy a expensive set due to the fact it may get ruined, they told us that if we purchased *** *** ***" that accidental pet or otherwise damage would be covered it was a no-brainerFast forward to when we bought the $worth of furniture and had to file a claimWe were moving the new set around to arrange it to our living room and a seam toreI called *** and they said it was not covered because "Seams are excluded"Now, I will give credit to Bob's because they are going to come and fix the itBut when our dog was left out, she tore hole into one of the cushionsWhen I called guardian they said Pet damage was excludedThe only thing it would cover would be urine a petWhen a sales staff is just telling you things that you want to hear to meet quotas and such, I instantly move toward shedding the blame on managementFor me, I have to now spend $on a cushion(the piece of furniture was $280, so clearly they are marking up replacement parts as a business move) and more than likely will never be able to use the goof proof that was $It will be the last time I go to Bob's because I find them untrustworthy enough to not get my money
I
apologize that it has taken me several days to respond to you and I further
apologize that you have been dissatisfied with the product that you purchased
from Bobs Discount Furniture
As
of this past Saturday (2.22.2014) the pending credit you had in our system was
applied to a new sales order that is scheduled to be delivered on
This new sales order reflects a dining set that is scheduled to be delivered on
the same date we have scheduled to have the living room set you are no longer
happy with picked upAs the order for pick up is tied to the delivery of your
new dining room set I am unable to provide you a refund of that credit
I
am so sorry again for the aggravation we have caused you and I do hope you find
joy in receiving your new dining room setPlease let me know if there is
anything I can do to assist you further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
face="Calibri">I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problemThe customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representativesWe have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised dateThis does not satisfy or recitfy the problem caused by the deceitful delivery practiceIt's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employeeI am happy to share the video footage as proof of their actions!!
I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** *** %
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
truly apologize that you are dissatisfied with the protection plan you
purchased from Bobs Discount FurnitureI do understand that making claims can
sometimes be frustrating and I assure you that Bobs Discount Furniture sincerely
wishes to help our customers through this process in any way we can
Our
records reflect that *** has the “Tribeca” BedIs this the furniture he
is trying to make a claim on? Our records do not reflect that you have
contacted Bobs Discount Furniture in regards to this claim; can you please
provide me with a description of the issue your son’s bed is experiencing? The
Goof Proof plan offers coverage against a variety of in home accidents that can
occur to the product, like many other protection plans purchased on electronics
and automobiles there are certain exclusions so that the plan can remain fair
to all customers
I
apologize again for the frustrations that you are experiencing and await your
response prior to proceeding further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
already reached out to the customer directly to discuss our offer of
resolution.
We are very sorry that there continues to be
miscommunications in regards to the account*** *** only bills the customer for pieces
that were delivered. If it was not
delivered there is no credit to apply to the new merchandise. The undelivered merchandise was not charged
to the customer.
The offer of refund of the delivery fee is a generous
offer. That was offered as an extreme
courtesy to the customer, knowing the failures had caused the customer
complications
The delivery team is required in all No Fit deliveries to
take photos of the attempt. The delivery
team did attempt to deliver the adjustable bed.
They did take photos which clearly show the piece would not fit up the
stairs. We are very sorry that this
could not be delivered, that was not a fault of the delivery team
The delivery team’s behavior has been reported to their
direct supervisors. We do expect and
require our teams to conduct themselves in a professional and appropriate
manner. If a team fails to meet this
standard it is address by delivery management.
We are very sorry that the team
caused the customer to feel uncomfortable in her own home.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s 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 direct one year guarantee period*** ***, as its name denotes, is intended for coverage against accidental occurrences
within the home that cause damage to the 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 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/cracking 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 four years and in
that four year period our records indicate that you have not reported any issues
to us before nowThe Bobs warranty on your merchandise expired over three
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
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 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘***’
setIn the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandiseWe can offer to remove the current Sofa and Loveseat
you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you
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,
*** ** ***
*** *** ***
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the delay in
delivery. We do see that on the team reported
that part of the bed was not loaded on the truck. The customer chose to reschedule the other
pieces that were on the truck. We then
reached out to our routing department to try to get the delivery added to an
existing route. We attempted to add it
for and for unfortunately those routes were full and the
delivery could not be added to an already set route. This addition would have put the teams over
on the DOT regulated hours we must comply with.
While we can completely understand the customer’s
frustration with the delay, we have made every attempt at getting the delivery
completed. Wells Fargo does not bill until
the delivery has been made. The only
piece reflected on the bill should be the mattress protector, taken from the
store at time of purchase.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
***,
The two options would be
offer me back the dollars difference in price
or
deliver new mattress
I would probably prefer the new mattress delivery, BUT....the logistics of delivering a new mattress are too much, the house is in *** and when you delivered all the stuff before it was a big hassle on your part and mine
So, a refund of the price difference makes more sense
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
This wasn't a table orderIt was a living room setThis is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality.
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
We have absolutely failed this customer.
There have been too many attempts to make this right and we have not
been able to get a set in the home, correctly.
There have been issues with damages, issues with the delivery team.
We do have another exchange attempt scheduled for May
14, 2016.
If the customer would like to have the pieces picked up
for a refund, we can honor that request at this point
If the customer would like to wait and see if the
exchange can be completed on May 14th we can wait and if it fails
that day, the team can remove the set in the home for a refund back to the
original method of payment the Visa card.
If the exchange is successful and we are finally able to deliver a show
room quality set we can absolutely offer compensation for the multiple failures
going back to June back to the Visa card
Please advise which option the customer would like to
accept-
We can cancel the exchange and set up a pick up for
refund instead, returns are schedule Tuesdays through Fridays only
We can proceed with the exchange on May and if it
fails we can have the team take back both sets and we can process the
refund. If it is successful we can
process compensation to the original method of payment
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,I spoke with Mr*** on June 10, and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bedMr*** states that the issues with the bed and drawers occurred shortly after
the delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are neededIn regard to the bed frame, Mr*** has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the *** dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.***, will speak with his wife and either call or email me back.Thanks*** **
Good Morning Revdex.com-
We are very sorry that this chair did not live up to the customer’s expectations In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection or exchange. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your records Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
The exchange was scheduled for 12/The delivery service looked at the replacement unit and advised us that the replacement was in worse condition and had more incomplete finishing than the original one we haveNO CUSTOMER SERVICE NOR QUALITY CONTROL ON THE PART OF THE STORE AND MANUFACTURER
Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have
experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when they went away
and when they came back they saw the damage.
By ***’s guidelines this is not a verifiable accident. The customer was offered the chance to do
some research and call back within hours to amend their claim, they refused
this offer
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
If we grant the customer’s request and cancel the Goof
Proof for refund, this piece will no longer have any warranty remaining. We would have to cancel the service that is
scheduled. We would not be able to offer
any recourse at all in the future
We would like to offer this customer a gift card in the
amount of $instead of canceling the *** *** for a refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">After a complete review of *** account I felt it
necessary to contact our customer and establish a direct channel for
communicationsI spoke with *** this afternoon (7.8.2015) and I am
currently in the process of reviewing this concern in more detail to see how we
can assist our customer on a direct basis
At this time *** has agreed to email me photos of her
furniture, after a review of these photos I am prepared to personally follow up
with *** to explain what type of one time courtesy offer we are able to
provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
The response to my complaint does not actually deal with my actual compliant The main point of this complaint is that Bob's is saying because I didn't notice the damage their delivery team did to my floor within hours their insurance company will not accept my complaint I feel Bob's Furniture should still be responsible for the damage they did to my home I also asked about the signature their delivery team did not get even though I told them I still needed to sign it When speaking with *** at Bob's customer service he said he had access to the paper and my signature was on the paper on that line I know I did not sign it so someone else did When I asked for a copy of this signature *** said I could not have it BTW*** never called as she said she did I did not get a message My voice mail also sends me a text when I get a message*** definitely did not leave a message.
Sincerely,
*** ***
Good Morning Revdex.com,
"">
Please give *** my sincerest apologies for this
terrible experienceIt is never our intention to disappoint our customers or
make them feel like we are not empathizing with their concernsI would like
nothing more then to be able to provide our customer with a resolution she
finds satisfactoryThis is certainly not the way we normally conduct our
business and I apologize again that *** and her family members have had to
take time away from their lives to get this concern rectified
I am currently unable to locate the sales order or
account that has this purchase/delivery within itI have checked under ***’s
phone number, name, address, and email address - my search continues to return
no accountsCan you please ask *** to respond with information pertaining to
the sales order for this merchandise so I can locate this account and begin
researching what options we may have to offer for recourse?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales
invoice
-The delivery address
Thank
You for the opportunity to make it right,
*** ** ***
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,
*** ***
p.sin good faith we are hoping the next mattress will be up to high quality standards and that it will come with new warranty/guarantee as of the date we receive the new mattress with no defectsI understand from calling the store the delivery charges will be 30-dollars and will be taking old mattress at that timeLooking forward to hearing back as to when the credit is available and how to go about getting new mattressWe would like to go to store as soon as possible to replace this defective mattressThank you in advance for your help in this matterPlease use phone number *** if you need to leave message or get in touch with me
As my wife and I were shopping around for a furniture set we felt compelled to go back to Bob's for a number of reasonsThey had good variety, good pricing, a protection plan and friendly sales staffCome to find out the sales staff is just telling you what you want to hearWhen we were telling our salesman about how we had a puppy, just bought a house and were looking to start a family and didn't want to buy a expensive set due to the fact it may get ruined, they told us that if we purchased *** *** ***" that accidental pet or otherwise damage would be covered it was a no-brainerFast forward to when we bought the $worth of furniture and had to file a claimWe were moving the new set around to arrange it to our living room and a seam toreI called *** and they said it was not covered because "Seams are excluded"Now, I will give credit to Bob's because they are going to come and fix the itBut when our dog was left out, she tore hole into one of the cushionsWhen I called guardian they said Pet damage was excludedThe only thing it would cover would be urine a petWhen a sales staff is just telling you things that you want to hear to meet quotas and such, I instantly move toward shedding the blame on managementFor me, I have to now spend $on a cushion(the piece of furniture was $280, so clearly they are marking up replacement parts as a business move) and more than likely will never be able to use the goof proof that was $It will be the last time I go to Bob's because I find them untrustworthy enough to not get my money
Good
Afternoon ***,
I
apologize that it has taken me several days to respond to you and I further
apologize that you have been dissatisfied with the product that you purchased
from Bobs Discount Furniture
As
of this past Saturday (2.22.2014) the pending credit you had in our system was
applied to a new sales order that is scheduled to be delivered on
This new sales order reflects a dining set that is scheduled to be delivered on
the same date we have scheduled to have the living room set you are no longer
happy with picked upAs the order for pick up is tied to the delivery of your
new dining room set I am unable to provide you a refund of that credit
I
am so sorry again for the aggravation we have caused you and I do hope you find
joy in receiving your new dining room setPlease let me know if there is
anything I can do to assist you further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
face="Calibri">I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problemThe customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representativesWe have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised dateThis does not satisfy or recitfy the problem caused by the deceitful delivery practiceIt's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employeeI am happy to share the video footage as proof of their actions!!
I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** *** %
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
truly apologize that you are dissatisfied with the protection plan you
purchased from Bobs Discount FurnitureI do understand that making claims can
sometimes be frustrating and I assure you that Bobs Discount Furniture sincerely
wishes to help our customers through this process in any way we can
Our
records reflect that *** has the “Tribeca” BedIs this the furniture he
is trying to make a claim on? Our records do not reflect that you have
contacted Bobs Discount Furniture in regards to this claim; can you please
provide me with a description of the issue your son’s bed is experiencing? The
Goof Proof plan offers coverage against a variety of in home accidents that can
occur to the product, like many other protection plans purchased on electronics
and automobiles there are certain exclusions so that the plan can remain fair
to all customers
I
apologize again for the frustrations that you are experiencing and await your
response prior to proceeding further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
already reached out to the customer directly to discuss our offer of
resolution.
We are very sorry that there continues to be
miscommunications in regards to the account*** *** only bills the customer for pieces
that were delivered. If it was not
delivered there is no credit to apply to the new merchandise. The undelivered merchandise was not charged
to the customer.
The offer of refund of the delivery fee is a generous
offer. That was offered as an extreme
courtesy to the customer, knowing the failures had caused the customer
complications
The delivery team is required in all No Fit deliveries to
take photos of the attempt. The delivery
team did attempt to deliver the adjustable bed.
They did take photos which clearly show the piece would not fit up the
stairs. We are very sorry that this
could not be delivered, that was not a fault of the delivery team
The delivery team’s behavior has been reported to their
direct supervisors. We do expect and
require our teams to conduct themselves in a professional and appropriate
manner. If a team fails to meet this
standard it is address by delivery management.
We are very sorry that the team
caused the customer to feel uncomfortable in her own home.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s 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 direct one year guarantee period*** ***, as its name denotes, is intended for coverage against accidental occurrences
within the home that cause damage to the 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 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/cracking 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 four years and in
that four year period our records indicate that you have not reported any issues
to us before nowThe Bobs warranty on your merchandise expired over three
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
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 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘***’
setIn the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from the
cost of our merchandiseWe can offer to remove the current Sofa and Loveseat
you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you
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,
*** ** ***
*** *** ***
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the delay in
delivery. We do see that on the team reported
that part of the bed was not loaded on the truck. The customer chose to reschedule the other
pieces that were on the truck. We then
reached out to our routing department to try to get the delivery added to an
existing route. We attempted to add it
for and for unfortunately those routes were full and the
delivery could not be added to an already set route. This addition would have put the teams over
on the DOT regulated hours we must comply with.
While we can completely understand the customer’s
frustration with the delay, we have made every attempt at getting the delivery
completed. Wells Fargo does not bill until
the delivery has been made. The only
piece reflected on the bill should be the mattress protector, taken from the
store at time of purchase.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
***,
The two options would be
offer me back the dollars difference in price
or
deliver new mattress
I would probably prefer the new mattress delivery, BUT....the logistics of delivering a new mattress are too much, the house is in *** and when you delivered all the stuff before it was a big hassle on your part and mine
So, a refund of the price difference makes more sense
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
This wasn't a table orderIt was a living room setThis is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality.
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
We have absolutely failed this customer.
There have been too many attempts to make this right and we have not
been able to get a set in the home, correctly.
There have been issues with damages, issues with the delivery team.
We do have another exchange attempt scheduled for May
14, 2016.
If the customer would like to have the pieces picked up
for a refund, we can honor that request at this point
If the customer would like to wait and see if the
exchange can be completed on May 14th we can wait and if it fails
that day, the team can remove the set in the home for a refund back to the
original method of payment the Visa card.
If the exchange is successful and we are finally able to deliver a show
room quality set we can absolutely offer compensation for the multiple failures
going back to June back to the Visa card
Please advise which option the customer would like to
accept-
We can cancel the exchange and set up a pick up for
refund instead, returns are schedule Tuesdays through Fridays only
We can proceed with the exchange on May and if it
fails we can have the team take back both sets and we can process the
refund. If it is successful we can
process compensation to the original method of payment
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison