Good morning,
I spoke with Mr. [redacted], on 4/4/14 and setup a service appointment for 4/11/14. During the service visit our technican will take a look at the bottom drawer of the tall five drawer chest to determine, what it causing it to function improperly. If a defect is found, we will explore all possible options for recourse.
I would not of ordered this living room set without the ottoman now I'm stuck with an incomplete set. And not once has the manager called me or left me a message. I don,t know what number he is calling but it could not be mine which is ###-###-####.
I don,t want another ottoman that doesn't,t match the set I have. So a refund seems to be my only option.
I also received an email from Tracy S[redacted] stating my delivery fee would be refunded also in the form of a Bob,s gift card. Since I will no longer buy anything from Bob,s I would prefer that amount also be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. As the retailer we have taken full responsibility for the alleged occurrences reported to us from 2.06.2015 and offered the customer a further form of apology as outlined in this complaint. On 2.17.2015 we kept our customer as informed as we were on the status of the pending delivery. As a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the road. We are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently.
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on 2..17.2015 we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on 2.21.2015 (Sat). We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on 2.21.2015 ensuring that we were placing this customer’s needs above others.
We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of these failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.21.2015. We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home. Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 2.21.2015. We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
italic;">Revdex.com,
I don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for this customer and
while I know this is your Bobs experience I assure you that we would not be
continuing to grow if all our customers were met with so much disappointment
during such an important purchase.
The customer’s comments regarding the service you received by our team are very
important and concerning to us. You deserve only the best service, especially
when you visit Bobs and I apologize again that we let you down.
I will absolutely authorize the return of the merchandise for
refund in this customer’s case. I do not
believe that this will erase this experience for this customer, but I feel that
it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer
the delivery fee and the goof proof insurance to be refunded as well.
I do need clarification from the customer as I see there have been
two pieces that have been in the home from the original date of delivery that
have never been serviced or exchanged.
Are the storage ottoman and the chair that have been in the customer’s
home from delivery 6/20/15 staying or would the customer like these picked up
as well? As we have failed this customer
several times, I can extend this as a courtesy as well.
The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that [redacted] at Bob's Furniture has been the consummate professional and has been a tremendous help with my complaint. I appreciate her working with me and offering to honor the warranty that was purchased with the furniture.
[redacted] is a horrible and miserable company to deal with. They do not adhere to the guidelines of their contract and had it not been to [redacted]'s assistance, I would have pursued this much farther and gotten an attorney involved due to their blatant deception. I feel for the consumer who may not be adept at navigating how to file Revdex.com claims and file with their state's Attorney General.
Even though Bob's did offer a resolution to the problem, I believe that [redacted] shouldn't be held accountable for a product they sell. I don't feel that Bob's should take a financial hit while [redacted] continues to deceive their clients and reap the financial gain.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted]
Sent: Friday, April 25, 2014 5:07 PM
To: [redacted]
Subject: RESOLUTION OF A COMPLAINT
I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE. THEY REPLACED THE WHOLE SET. THANKS AGAIN. [redacted]
Good Afternoon Revdex.com,
size="3">We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Don't ever buy furniture from Bobs discount furniture ! They put a large hole in my ceiling when they delivered my furniture. Pulled down my cable cord outside of my house. Causing me to lose service and denied it . New chair came apart in 2 weeks . Repair guy took it upon himself to tighten kitchen table legs when he came to fix chair that I didn't have a problem with and now my table is wobbly.
Please pass on our sincere
apologies for any miscommunication or confusion that occurred during the
delivery on 12.24.2015 that caused our drivers not to remove the old mattress
as intended. We must maintain a certain amount of confidence in our delivery
team’s ability to determine if a wet mattress that has been left to the
elements is actually safe to place on their vehicle along with other customer’s
new merchandise. Our records indicate that our Customer Care Team provided the
customer with the best service they could provided this unique concern. We
spoke to this customer several times on 12.30.2015 (yesterday) and offered the
customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up
and even offered to escalate their concern internally to a higher
representative.
Please
note: that any agreement for a higher representative to follow up should be
considered as met at this time as the customer has selected to use the Revdex.com
mediation services and we are now responding solely thru this channel as one
organization.
The customer’s account also shows
a notation that on the day of the initial delivery (12.24.2015) they accused
our driver of consuming alcohol in their home and later called back to recant
and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was
offering to him. This is relevant information because there was clearly
activity going on during the 12.24.2015 initial delivery that the delivery team
wished to avoid by exiting the residence after they completed their actual
delivery of merchandise. This may or may not have contributed to the driver
leaving before taking the old mattress however it is a relevant fact that
deserves attention on behalf of this unique concern.
We apologize again that we are
unable to remove a mattress that has been exposed to the elements and as our
business did not instruct the customer to leave the mattress outside we are
unable to take ownership for the actions of the customer in this case. We have
tried to offer the customer a token of our apology for the inconveniences this
concern ultimately causes them and will upgrade our original offer ($50.00 Bobs
Discount Furniture Gift Card) to the compensation offer listed below:
If the customer does not want to
accept out gift card offer we instead, offer to refund $75.00 from the delivery
fee paid to us as recognition that the delivery was not completed in the manner
disclosed at this time of purchase.
If the customer would like to
accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’
and we will then create the necessary paperwork and reach out to the customer
to fully process the refund back to their original method of payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly...
reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]
size="3">
We apologize to our customer that they remain disappointed in their selection
of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction
with any opportunity we are provided. Our records indicate that we have taken
the appropriate actions to aide our customer in resolving the previous concerns
and provide options for resolution to help our customer move forward.
The previous product, containing a defect –confirmed by our technician-, was
provided the appropriate attention and replaced under the guidelines we express
at the time of sale. Our service policy is also commonly signed as agreed to by
the customer prior to leaving our retail location. As per our
listed (and agreed to by the customer at the time of sale) policies we will
offer recourse under the associated warranty should a defect be present.
During the service appointment on
3.31.2015 the service technician logged no manufacturing defect present
in the current merchandise (loveseat) the customer has in their home.
We worked above and beyond our listed policies, prior to this claim being
filed, offering to take a direct hit as a business just to appease our
customer’s allegation that their piece was experiencing a concern as a result
of work our tech did on the piece or what they personally believed was a
defect.
Our records indicate that as of 3.31.2015
this consumer fully accepted the courtesy resolution offer and ultimately selected
a different style loveseat based off their own preferences. We are more than willing
to deliver a factory fresh model of the original loveseat and are in no way
forcing this consumer to take a loveseat of a different make or model.
We further apologize and absolutely take
full responsibility for the failure that our customer experienced as of the most
recent delivery. Our records indicate that the new model loveseat arrived to
our customer with cosmetic and structural concerns and for this we are truly
very sorry. As we do take ownership for our failures and seek to make them
right by our customers, we have provided several options for resolution to this
customer directly. Our first option to make this concern right would be to
reschedule a delivery of the newly selected loveseat to our customer. We
continually please our clients with non damaged deliveries and delivery
failures are not a part of our normal operations as we complete over 3,000 successful
deliveries in an average day. We are confident that we can delivery our
customer the expected product in showroom quality condition.
We have communicated another fair and
adequate offer for resolution in the case that the customer did not want to
schedule a second delivery attempt of the new loveseat. Again we worked outside
of our stated policies to make this offer to our customer and seek to appease
them has an individual.
Should the customer wish to return to our
store and select a different set entirely we are willing to provide full store
credit on the loveseat and 80% store credit on the sofa (based on their
original purchase prices). Neither of these items has reported defects to them
and as a business we are making necessary exceptions to honor our customer’s
demands while seeking to balance the needs of our business.
We thank the Revdex.com for their assistance in
mediation and maintain that we have two sound options in place for resolution
that we stand behind as the most fair and adequate given a review of all facts
within this scenario. We have been and are continuing to work above the
expressed policies we conveyed to this client at the time of sale and have
already made offers that cause our business an extreme loss outside of those
stated policies.
Should the customer wish to reschedule
the delivery of the newly selected loveseat or move forward with our
reselection offer we look forward to processing that transaction with them
directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out 3 times and have failed all 3 time we have a 4 th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $250 to take off my account for the continued problems they have caused and have yet to fix withch has been over 2 weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-ansi-language: EN;" lang="EN">Good Morning Revdex.com-
We are very sorry for any
confusion or miscommunication. Our
technician was sent to the home 11.11.16.
He was sent there only to look at the dining room set. The other pieces should not have been
inspected as those were not reported to us at the time the service was
created. The technician did inspect and
take photos of the damages the customer showed him. I have reviewed these photos with our service
managers for resolution.
The cracked chair is
damaged because as the customer stated they tightened it themselves and cracked
the wood. This is not a manufacturing
defect as the customer caused this damage by their own admission.
The all leather sofa
appears to have not been conditioned properly.
Furniture that is 100% leather will experience the top layer peeling or
sloughing off if it has not been conditioned or it is located near an area of
high heat. Direct sunlight or close
proximity to a radiator or heat vent will also cause the leather to dry
out. This is not a manufacturing defect.
The mattress damage does
appear to be manufacturing in nature. We
have set up an exchange for the mattress only and the customer can call into
customer care or the store at their earliest convenience to schedule the
exchange of the mattress.
Thank you for bringing
this to our attention.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
We are very sorry for the issues the delay in delivery and poor
service caused you. We absolutely agree
that you should be refunded for the damaged ottoman. We did not complete the delivery correctly.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the pick
up is completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt.
I purchased a sofa from Bob's and started falling apart within 4 months. I took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every time. My Granddaughter's bed is also falling apart, this place is the worst I have ever dealt with. I want my money back and they can have there crap furniture.
Bought a cabinet in July 2015. Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg. Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours. Day 3 has ended and nobody for the special department has called. I will never buy anything from them again.
I
am terribly sorry that you have been experiencing such concern with the corner
piece of your sectional. I do understand how aggravating it is being passed in
between two companies and I assure you that Bobs Discount Furniture truly
values every customer who chooses to spend their hard earned money with us.
Our
records indicate that the corner piece of your sectional not only has the seam separation
concern, but also has various damages of “chewed up” leather. Our technician
determined that this type of damage could have been caused by a dog. The
questionable “chewed up” damage is the main reason we have not been able to
provide you with a resolution. Yes, you did purchase the Goof Proof Protection
Plan which is a very valuable plan that we encourage all our customers to
invest in; however animal damages from teeth, beaks, claws and feet are
considered a preventable occurrence under the Goof Proof Protection Plan
guidelines. Like many other protection or insurance plans that you purchase for
electronics or your vehicle there must be certain exclusions in order to keep
the plan fair for all consumers. I am a pet owner myself and completely
understand that there are certain events that our pets can cause that are
sometimes beyond our control. Regretfully there is not a company or insurance
plan in existence that will take responsibility for furniture being chewed on.
I
have a genuine interest in helping you resolve this concern because Bobs
Discount Furniture is a company that knows how important each one of our
customers is and we continually strive to earn and keep their trust in our
business. In order to proceed further I will ask that you send me current
pictures of your sectional. You can respond to me through this channel or you
are welcome to email me these photos directly at [redacted] .
Please
send a minimum of two (2) photos to me. One (1) photo of your entire sectional
and one (1) photo of the corner piece and its specific damages.
I
sincerely want to help you [redacted] and await your response.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
From beginning to end this is one of the best buying experiences I have ever had. I visited the store in [redacted] last week. A salesman, Edwardo, greeted me. I told him I just wanted to look around at dining sets. He directed me to where they were located and then left me alone as requested.
I returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlessly. My delivery was set up for the following Wednesday. On Monday I received a call letting me know that my order would be delivered between 11 am and 3 pm on Wednesday. On Tuesday I checked online to see if we were still on schedule. We were. On Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:45 and 12:15. At twelve noon the truck showed up with three delivery men. They were professionally dressed in uniforms and very polite. They went to work immediately assembling everything. Within 45 minutes they were done. The furniture is gorgeous, the delivery men set it up and cleaned up everything. I couldn't be more pleased. What a great experience. This is my go to place for all my furnishings in the future. Very high quality, outstanding service and great communication. Good job Bob.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by...
August 11,2015, otherwise it will expire and again be voided.Thanks,[redacted]
Good morning,
I spoke with Mr. [redacted], on 4/4/14 and setup a service appointment for 4/11/14. During the service visit our technican will take a look at the bottom drawer of the tall five drawer chest to determine, what it causing it to function improperly. If a defect is found, we will explore all possible options for recourse.
I would not of ordered this living room set without the ottoman now I'm stuck with an incomplete set. And not once has the manager called me or left me a message. I don,t know what number he is calling but it could not be mine which is ###-###-####.
I don,t want another ottoman that doesn't,t match the set I have. So a refund seems to be my only option.
I also received an email from Tracy S[redacted] stating my delivery fee would be refunded also in the form of a Bob,s gift card. Since I will no longer buy anything from Bob,s I would prefer that amount also be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. As the retailer we have taken full responsibility for the alleged occurrences reported to us from 2.06.2015 and offered the customer a further form of apology as outlined in this complaint. On 2.17.2015 we kept our customer as informed as we were on the status of the pending delivery. As a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the road. We are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently.
Our records indicate that while we were unable to deliver to this customer due to events beyond our control on 2..17.2015 we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on 2.21.2015 (Sat). We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on 2.21.2015 ensuring that we were placing this customer’s needs above others.
We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of these failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.21.2015. We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home. Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 2.21.2015. We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
italic;">Revdex.com,
I don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for this customer and
while I know this is your Bobs experience I assure you that we would not be
continuing to grow if all our customers were met with so much disappointment
during such an important purchase.
The customer’s comments regarding the service you received by our team are very
important and concerning to us. You deserve only the best service, especially
when you visit Bobs and I apologize again that we let you down.
I will absolutely authorize the return of the merchandise for
refund in this customer’s case. I do not
believe that this will erase this experience for this customer, but I feel that
it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer
the delivery fee and the goof proof insurance to be refunded as well.
I do need clarification from the customer as I see there have been
two pieces that have been in the home from the original date of delivery that
have never been serviced or exchanged.
Are the storage ottoman and the chair that have been in the customer’s
home from delivery 6/20/15 staying or would the customer like these picked up
as well? As we have failed this customer
several times, I can extend this as a courtesy as well.
The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that [redacted] at Bob's Furniture has been the consummate professional and has been a tremendous help with my complaint. I appreciate her working with me and offering to honor the warranty that was purchased with the furniture.
[redacted] is a horrible and miserable company to deal with. They do not adhere to the guidelines of their contract and had it not been to [redacted]'s assistance, I would have pursued this much farther and gotten an attorney involved due to their blatant deception. I feel for the consumer who may not be adept at navigating how to file Revdex.com claims and file with their state's Attorney General.
Even though Bob's did offer a resolution to the problem, I believe that [redacted] shouldn't be held accountable for a product they sell. I don't feel that Bob's should take a financial hit while [redacted] continues to deceive their clients and reap the financial gain.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted]
Sent: Friday, April 25, 2014 5:07 PM
To: [redacted]
Subject: RESOLUTION OF A COMPLAINT
I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE. THEY REPLACED THE WHOLE SET. THANKS AGAIN. [redacted]
Sent from Windows Mail
Good Afternoon Revdex.com,
size="3">We apologize to our customer for the inconvenience that has been
experienced while seeking to get the working parts for these items.
Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the
parts requested.
At this time we would consider this concern closed unless
our customer makes us aware that further assistance is necessary.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Don't ever buy furniture from Bobs discount furniture ! They put a large hole in my ceiling when they delivered my furniture. Pulled down my cable cord outside of my house. Causing me to lose service and denied it . New chair came apart in 2 weeks . Repair guy took it upon himself to tighten kitchen table legs when he came to fix chair that I didn't have a problem with and now my table is wobbly.
Good Morning Revdex.com,...
Please pass on our sincere
apologies for any miscommunication or confusion that occurred during the
delivery on 12.24.2015 that caused our drivers not to remove the old mattress
as intended. We must maintain a certain amount of confidence in our delivery
team’s ability to determine if a wet mattress that has been left to the
elements is actually safe to place on their vehicle along with other customer’s
new merchandise. Our records indicate that our Customer Care Team provided the
customer with the best service they could provided this unique concern. We
spoke to this customer several times on 12.30.2015 (yesterday) and offered the
customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up
and even offered to escalate their concern internally to a higher
representative.
Please
note: that any agreement for a higher representative to follow up should be
considered as met at this time as the customer has selected to use the Revdex.com
mediation services and we are now responding solely thru this channel as one
organization.
The customer’s account also shows
a notation that on the day of the initial delivery (12.24.2015) they accused
our driver of consuming alcohol in their home and later called back to recant
and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was
offering to him. This is relevant information because there was clearly
activity going on during the 12.24.2015 initial delivery that the delivery team
wished to avoid by exiting the residence after they completed their actual
delivery of merchandise. This may or may not have contributed to the driver
leaving before taking the old mattress however it is a relevant fact that
deserves attention on behalf of this unique concern.
We apologize again that we are
unable to remove a mattress that has been exposed to the elements and as our
business did not instruct the customer to leave the mattress outside we are
unable to take ownership for the actions of the customer in this case. We have
tried to offer the customer a token of our apology for the inconveniences this
concern ultimately causes them and will upgrade our original offer ($50.00 Bobs
Discount Furniture Gift Card) to the compensation offer listed below:
If the customer does not want to
accept out gift card offer we instead, offer to refund $75.00 from the delivery
fee paid to us as recognition that the delivery was not completed in the manner
disclosed at this time of purchase.
If the customer would like to
accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’
and we will then create the necessary paperwork and reach out to the customer
to fully process the refund back to their original method of payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly...
reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]
Good Afternoon Revdex.com,
size="3">
We apologize to our customer that they remain disappointed in their selection
of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction
with any opportunity we are provided. Our records indicate that we have taken
the appropriate actions to aide our customer in resolving the previous concerns
and provide options for resolution to help our customer move forward.
The previous product, containing a defect –confirmed by our technician-, was
provided the appropriate attention and replaced under the guidelines we express
at the time of sale. Our service policy is also commonly signed as agreed to by
the customer prior to leaving our retail location. As per our
listed (and agreed to by the customer at the time of sale) policies we will
offer recourse under the associated warranty should a defect be present.
During the service appointment on
3.31.2015 the service technician logged no manufacturing defect present
in the current merchandise (loveseat) the customer has in their home.
We worked above and beyond our listed policies, prior to this claim being
filed, offering to take a direct hit as a business just to appease our
customer’s allegation that their piece was experiencing a concern as a result
of work our tech did on the piece or what they personally believed was a
defect.
Our records indicate that as of 3.31.2015
this consumer fully accepted the courtesy resolution offer and ultimately selected
a different style loveseat based off their own preferences. We are more than willing
to deliver a factory fresh model of the original loveseat and are in no way
forcing this consumer to take a loveseat of a different make or model.
We further apologize and absolutely take
full responsibility for the failure that our customer experienced as of the most
recent delivery. Our records indicate that the new model loveseat arrived to
our customer with cosmetic and structural concerns and for this we are truly
very sorry. As we do take ownership for our failures and seek to make them
right by our customers, we have provided several options for resolution to this
customer directly. Our first option to make this concern right would be to
reschedule a delivery of the newly selected loveseat to our customer. We
continually please our clients with non damaged deliveries and delivery
failures are not a part of our normal operations as we complete over 3,000 successful
deliveries in an average day. We are confident that we can delivery our
customer the expected product in showroom quality condition.
We have communicated another fair and
adequate offer for resolution in the case that the customer did not want to
schedule a second delivery attempt of the new loveseat. Again we worked outside
of our stated policies to make this offer to our customer and seek to appease
them has an individual.
Should the customer wish to return to our
store and select a different set entirely we are willing to provide full store
credit on the loveseat and 80% store credit on the sofa (based on their
original purchase prices). Neither of these items has reported defects to them
and as a business we are making necessary exceptions to honor our customer’s
demands while seeking to balance the needs of our business.
We thank the Revdex.com for their assistance in
mediation and maintain that we have two sound options in place for resolution
that we stand behind as the most fair and adequate given a review of all facts
within this scenario. We have been and are continuing to work above the
expressed policies we conveyed to this client at the time of sale and have
already made offers that cause our business an extreme loss outside of those
stated policies.
Should the customer wish to reschedule
the delivery of the newly selected loveseat or move forward with our
reselection offer we look forward to processing that transaction with them
directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out 3 times and have failed all 3 time we have a 4 th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $250 to take off my account for the continued problems they have caused and have yet to fix withch has been over 2 weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-ansi-language: EN;" lang="EN">Good Morning Revdex.com-
We are very sorry for any
confusion or miscommunication. Our
technician was sent to the home 11.11.16.
He was sent there only to look at the dining room set. The other pieces should not have been
inspected as those were not reported to us at the time the service was
created. The technician did inspect and
take photos of the damages the customer showed him. I have reviewed these photos with our service
managers for resolution.
The cracked chair is
damaged because as the customer stated they tightened it themselves and cracked
the wood. This is not a manufacturing
defect as the customer caused this damage by their own admission.
The all leather sofa
appears to have not been conditioned properly.
Furniture that is 100% leather will experience the top layer peeling or
sloughing off if it has not been conditioned or it is located near an area of
high heat. Direct sunlight or close
proximity to a radiator or heat vent will also cause the leather to dry
out. This is not a manufacturing defect.
The mattress damage does
appear to be manufacturing in nature. We
have set up an exchange for the mattress only and the customer can call into
customer care or the store at their earliest convenience to schedule the
exchange of the mattress.
Thank you for bringing
this to our attention.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com and Doreen-...
We are very sorry for the issues the delay in delivery and poor
service caused you. We absolutely agree
that you should be refunded for the damaged ottoman. We did not complete the delivery correctly.
We will absolutely take it back for a refund.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the pick
up is completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt.
I purchased a sofa from Bob's and started falling apart within 4 months. I took out the warranty and as far as I can see didn't do any good as they still have not resolved this matter, I have been calling them since August and get a different story every time. My Granddaughter's bed is also falling apart, this place is the worst I have ever dealt with. I want my money back and they can have there crap furniture.
Bought a cabinet in July 2015. Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg. Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours. Day 3 has ended and nobody for the special department has called. I will never buy anything from them again.
Good
Afternoon [redacted],
I
am terribly sorry that you have been experiencing such concern with the corner
piece of your sectional. I do understand how aggravating it is being passed in
between two companies and I assure you that Bobs Discount Furniture truly
values every customer who chooses to spend their hard earned money with us.
Our
records indicate that the corner piece of your sectional not only has the seam separation
concern, but also has various damages of “chewed up” leather. Our technician
determined that this type of damage could have been caused by a dog. The
questionable “chewed up” damage is the main reason we have not been able to
provide you with a resolution. Yes, you did purchase the Goof Proof Protection
Plan which is a very valuable plan that we encourage all our customers to
invest in; however animal damages from teeth, beaks, claws and feet are
considered a preventable occurrence under the Goof Proof Protection Plan
guidelines. Like many other protection or insurance plans that you purchase for
electronics or your vehicle there must be certain exclusions in order to keep
the plan fair for all consumers. I am a pet owner myself and completely
understand that there are certain events that our pets can cause that are
sometimes beyond our control. Regretfully there is not a company or insurance
plan in existence that will take responsibility for furniture being chewed on.
I
have a genuine interest in helping you resolve this concern because Bobs
Discount Furniture is a company that knows how important each one of our
customers is and we continually strive to earn and keep their trust in our
business. In order to proceed further I will ask that you send me current
pictures of your sectional. You can respond to me through this channel or you
are welcome to email me these photos directly at [redacted] .
Please
send a minimum of two (2) photos to me. One (1) photo of your entire sectional
and one (1) photo of the corner piece and its specific damages.
I
sincerely want to help you [redacted] and await your response.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
From beginning to end this is one of the best buying experiences I have ever had. I visited the store in [redacted] last week. A salesman, Edwardo, greeted me. I told him I just wanted to look around at dining sets. He directed me to where they were located and then left me alone as requested.
I returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlessly. My delivery was set up for the following Wednesday. On Monday I received a call letting me know that my order would be delivered between 11 am and 3 pm on Wednesday. On Tuesday I checked online to see if we were still on schedule. We were. On Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:45 and 12:15. At twelve noon the truck showed up with three delivery men. They were professionally dressed in uniforms and very polite. They went to work immediately assembling everything. Within 45 minutes they were done. The furniture is gorgeous, the delivery men set it up and cleaned up everything. I couldn't be more pleased. What a great experience. This is my go to place for all my furnishings in the future. Very high quality, outstanding service and great communication. Good job Bob.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by...
August 11,2015, otherwise it will expire and again be voided.Thanks,[redacted]