Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
I have reviewed the response from Bob's and found it unsatisfactory
Stephanie G[redacted] offered to give me a $645 credit for a couch I paid $1,154.06 just over two years ago, claiming they were offering me 75% of the purchase price. Upon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $550 to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for.
A couch is expected to last 10 to 15 years or longer. To be asked to spend another $550 on the couch after two years of owning it seems like both a poor investment and unfair treatment.
Any of the following settlements would be fair:
Properly repairing the couch free of charge
Replacing the couch with a couch of equal value and condition free of charge
Paying me to repair the couch.
When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products. I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it right. Thank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.
Thank you,
[redacted]
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 ([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. I have also attached a copy of
the Warranty Card the customer received from [redacted] after purchase and a copy
of our [redacted] 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. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] 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 claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not a
verifiable accident.
Bobs Discount Furniture’s responsibility under the [redacted] 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 defect. Please see attached photos. I apologize again that we have no further
recourse to offer this concern directly at this time.
Explaining to a customer that the damage is not a
manufacturing defect, that it was caused in the home is not in any way a
defamation of character. There is no judgment,
only a statement of the fact that this damage was not a defect in the
workmanship. We are very sorry if this
customer felt any different.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in November 2014 and at that time the customer purchased the option of Goof
Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer called into [redacted] to report damage that was
not an accident. If it is not reported
as an accident to [redacted], they will not cover the claim. Our technician was at the customer’s home in
March. He reported that the arm was not
a manufacturing defect. It is very
common for arm rests to be damaged due to customer’s misuse. Arm rests are what the name implies; they are
only intended for resting an arm on. If
a customer uses the armrest to sit on or to support themselves while getting
up, the arm may sustain damage. I do not
know what may have caused this damage and I am in no way looking to assign
blame for this damage. I am only stating
the most common causes for arm rest damage.
We will offer this customer resolution in this case.
The [redacted] protection plan the customer purchased does
allow for a one time replacement in cases where the damage can not be repaired
with service or parts. We will extend
that offer to this customer at this time.
I have set up the paperwork, if they customer would like to purchase
[redacted] on the new loveseat they will need to reach out to the store to make
that payment. If this customer does not
choose to purchase the protection plan the new loveseat would be covered for
one year against manufacturing defects only.
Please have this customer call ###-###-#### when they hear Bob start
talking hit 1. This will direct you to
the store, where you can either pay for the [redacted] or schedule the exchange
without it. If you choose to have this
delivered without the protection plan, it can not be added later.
Roman" size="3">
Good Morning Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution. Should the customer wish to accept this offer
they are able to go to the store when it is convenient and choose something
else. As with the dresser and the chair
that the customer has had delivered and decided to reselect on, there would be
a new delivery fee applied to the new merchandise. This credit is active now and will be active
for 60 days. Please see attached copy.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a dining set from bob's that includes a bench. The bench was made for people to sit on at the table. Two people were sitting on the bench and the bench broke. Bob's deems this an accident. [redacted] says it's not an accident because people are supposed to sit on the bench. I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench. Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.12 and at the time of purchase, the customer purchased the option of
Goof Proof.
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. That year ended on 8.20.13, over three years
ago.
This protection plan is through a third party company,
[redacted]. [redacted] covers the merchandise
for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. Please see attached Goof Proof flyer the customer
would have been given at time of purchase.
The customer called in to Bob’s and reported several
issues. We sent out a technician on
10.18.16 as a “Best Effort”. This is
offered to a customer that no longer is under warranty. We offer the customer a courtesy service to
see if the tech is able to repair any thing in the home. If he is not able to repair then we can
ascertain what parts a customer might be able to purchase to bring the set back
up to manufacturing standards.
In this customer’s case the parts are no longer
available. That does not have any
bearing on the reality that the warranty expired over three years ago. We would not be able to offer this customer
the resolutions they seek. The only
recourse that we had available was the Best Effort service.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap made. When broke after 2 weeks, I called for replacement because I bought the warranty with it. It has been couple of months, they haven't replaced it yet. I call CS, they said they had no idea why it took so long. They said they would call me. No luck so far.
Good Morning Revdex.com,
white; 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 February
2012. At the time the sale was created
the customer purchased [redacted]. This covered
the set for 5 years against accidental damage.
An accident as determined by [redacted] Insurance being a specific
incident that causes damage that is reported within 30 days of the occurrence. The Kendall II set came with a manufacturing
warranty for 1 year against defects. The
issues reported are not from a single incident causing damage. It does not fall into the plan guidelines,
please see attached [redacted] flyer for reference. The customer did not submit a claim against
the insurance that they purchased. The
customer called Bob’s and we tried to get parts for them. Those parts are no
longer available from the manufacturer.
We would be happy to schedule a service
technician to come out and stuff the cushions; this would be a “Best Effort
Service” only. The customer can call
into customer care ###-###-#### and schedule the service. A Best Effort Service is the tech will try to
rectify the issue on site, does not include parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
In 2012 and 2013, my wife and I purchased a living room set and bedroom set. When making both of these purchases, we specifically told the salesperson that we had a small dog who might bite the furniture. We were told to purchase the [redacted] plus plan which would protect us in case the furniture was damaged. We purchased the plans for both living room and bedroom sets and thought that we were set.
Fast forward to 2015, my wife was wiping the top of the dresser when she noticed that it had watermark like stains on top and my dog decided to look for his ball under the dresser and nightstand so he scratched the bottom of both of these products. We called to get these either fixed or replaced but was told by the company that Bob's uses ([redacted]) that the scratches weren't covered under the plan and furthermore, the watermark also could not be covered under the plan because the furniture was no longer under the [redacted] plan.
We also called for the dark burgundy leather sectional sofa because my 14 month old daughter who is teething put her mouth on the couch and when she picked up her mouth, it looked like she was eating something purple. The coloring of the sofa came off and was in her mouth and all over her face. My wife took a damp cloth and wiped the sofa. It looked like she was peeling off the top layer of the leather. We called Bob's to get this remedied but was once again told that this was not covered under the warranty. The entire sofa looks like it is peeling but this not covered under the [redacted] plus warranty.
Good Afternoon Revdex.com,
Responding to Bobs Furniture. The only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they are. Bobs is not doing me a favor by making me a 75.00 offer on a 700.00 bed. The only reason why we received all the pieces is because I would not stop calling. Imagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! 75.00 is not enough. I would love to speak to the CEO about this issue. He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't.
As I stated before. This isn't an issue I am letting go. I tried to be nice and gave them numerous chances. Look at the times I called and how many times I did.
Bobs, do something right!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
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 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. While it is not normal 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 normal compensation guidelines and policies.
We will offer this customer a refund of the delivery fee ($169.99)
back to their [redacted] account, as a form of our apology. If this customer accepts this offer please
reply to the Revdex.com site and we will process this paperwork.
In addition due to this being an issue involving a child, we would
like to offer an additional gift card so that this customer can take their
daughter to the store and she can pick out something as a decoration for the
room. We understand this will not erase
the delivery failure for this child, but maybe if they are able to have
something tangible to remind them we are sorry for the issues. I would like to offer an ECard in the amount
of $50 so that they may be able to find a lamp, statue or wall hanging to
carryout of the store.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving
me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way
Complaint: [redacted]I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way any customer should be treated that there was no question about the coverage on. even though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error
Sincerely,
[redacted]
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/her. I ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not available. Then I called and was informed they were out of stock. So I re-ordered the sofa and chair on Apr 13, the delivery data was Apr 27. But only delivered chair but no sofa on Apr 27. So I call again and was informed sofa can be delivered on May 21. I received on confirmation call on May 16. Couple seconds ago, I called due to no delivery information on website. And be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!
Please
pass on our apologies for the disappointment our customer is experiencing with
the bed that they purchased. I assure our customer that the bed delivered and
assembled was the exact replica of the model displayed and assembled within our
showroom on date of purchase.
Although
our technician confirmed on 9.08.2015 that the concern present did not stem
from any manufacturing concern within the merchandise and the customer is
outside of the warranty period we disclosed at time of purchase we have
provided a courtesy offer for resolution below.
Please
note we do sell additional support systems at cost for consumers whose
preference needs require more support under the bed then what the manufacturer
views as normal and adequate. We also sell a number of headboards that can be
hooked to a metal frame should this option make a consumer feel more secure
with overall stability.
As a one time courtesy we
can offer to provide a store credit based on the amount paid to us for the BED
only (BED = Headboard, footboard, railings per sales invoice). With this store
credit the customer is able to re visit any of our showrooms and select a
different bed that may suit their needs better.
As an additional courtesy
we will offer to cover the cost of delivering the new merchandise selected and
we will expect to remove the current bed from the customer’s home when the new
bed is delivered.
Please ask that our
customer respond to us via the Revdex.com to make us aware of their acceptance of this
resolution offer. Once accepted we will create the credit and have our retail
location reach out to our customer to make them aware of the credit being
activated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time. I had to get a truck to transfer it safely back to the store.
Also, the description is not accurate. The description says there is a leaf that goes in the table. It does not ... the table is actually a solid top table and does not open. There isn't anything about this set that works for us. It is misrepresented. I would respectfully request to keep this open until I return the table and get a full refund as promised. Thank you!
This is a quote from the Description:
Have a ball with my Blake Bar 5 Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with 4 dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!
Set includes dining table with 18" leaf & 4 dining chairs
Dining Table: 42" x 42" x 3 1/3"Dining Chair: 17"5/7 x 20"5/8 x 46"
Colors Available: - Spice & White - Cherry & Black- Espresso
Sincerely,
[redacted]
size="3">
We were willing to work with [redacted] to reinstate
the credit, but for a very limited time.
[redacted] will allow 2 weeks or until 8/9/16. We will work with the customer to find
something in stock that she can take immediate delivery on. We have already reached out to the store and
the customer to advise that this time limit is set in stone and can not be
extended again.
Worst experience ever, buying furniture from BOB''s Discount Furniture. Their customer care is HORRIBLE! My sofa has a gap between 2 pieces and isn't sitting correctly. Apparently no one above a customer care rep level can be spoken to. Technician tells you one thing and then reports the opposite of what he said, to the company. They refused to send out another technician, refused to give me a copy of the report, or let me speak to a manager. Can't believe I paid for the extra warranty and can't get any help. Dispute claim filed with credit card co.
Purchased "Diva Chest of draws". Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the delivery. I called to have it picked up the next day and was told on the phone that it would be picked up and I would get a credit. That I could just pick out whatever at a later time. They gave me a pick up date and a re-selection number. Of course date of pick up is today. I call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked up. Remember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem". Sounds like Bob's employees are coached to bs customers.
Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
I have reviewed the response from Bob's and found it unsatisfactory
Stephanie G[redacted] offered to give me a $645 credit for a couch I paid $1,154.06 just over two years ago, claiming they were offering me 75% of the purchase price. Upon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $550 to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for.
A couch is expected to last 10 to 15 years or longer. To be asked to spend another $550 on the couch after two years of owning it seems like both a poor investment and unfair treatment.
Any of the following settlements would be fair:
Properly repairing the couch free of charge
Replacing the couch with a couch of equal value and condition free of charge
Paying me to repair the couch.
When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products. I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it right. Thank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.
Thank you,
[redacted]
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 ([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim. I have also attached a copy of
the Warranty Card the customer received from [redacted] after purchase and a copy
of our [redacted] 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. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] 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 claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not a
verifiable accident.
Bobs Discount Furniture’s responsibility under the [redacted] 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 defect. Please see attached photos. I apologize again that we have no further
recourse to offer this concern directly at this time.
Explaining to a customer that the damage is not a
manufacturing defect, that it was caused in the home is not in any way a
defamation of character. There is no judgment,
only a statement of the fact that this damage was not a defect in the
workmanship. We are very sorry if this
customer felt any different.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in November 2014 and at that time the customer purchased the option of Goof
Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer called into [redacted] to report damage that was
not an accident. If it is not reported
as an accident to [redacted], they will not cover the claim. Our technician was at the customer’s home in
March. He reported that the arm was not
a manufacturing defect. It is very
common for arm rests to be damaged due to customer’s misuse. Arm rests are what the name implies; they are
only intended for resting an arm on. If
a customer uses the armrest to sit on or to support themselves while getting
up, the arm may sustain damage. I do not
know what may have caused this damage and I am in no way looking to assign
blame for this damage. I am only stating
the most common causes for arm rest damage.
We will offer this customer resolution in this case.
The [redacted] protection plan the customer purchased does
allow for a one time replacement in cases where the damage can not be repaired
with service or parts. We will extend
that offer to this customer at this time.
I have set up the paperwork, if they customer would like to purchase
[redacted] on the new loveseat they will need to reach out to the store to make
that payment. If this customer does not
choose to purchase the protection plan the new loveseat would be covered for
one year against manufacturing defects only.
Please have this customer call ###-###-#### when they hear Bob start
talking hit 1. This will direct you to
the store, where you can either pay for the [redacted] or schedule the exchange
without it. If you choose to have this
delivered without the protection plan, it can not be added later.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Roman" size="3">
Good Morning Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution. Should the customer wish to accept this offer
they are able to go to the store when it is convenient and choose something
else. As with the dresser and the chair
that the customer has had delivered and decided to reselect on, there would be
a new delivery fee applied to the new merchandise. This credit is active now and will be active
for 60 days. Please see attached copy.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a dining set from bob's that includes a bench. The bench was made for people to sit on at the table. Two people were sitting on the bench and the bench broke. Bob's deems this an accident. [redacted] says it's not an accident because people are supposed to sit on the bench. I, the customer, am stuck in the middle and neither bob's nor [redacted] will assist and replace the bench. Purchasing from Bob's is an ABSOLUTE WASTE OF MONEY and don't waste MORE money on any WARRANTY SERVICE because they are going to find a loop hole and refuse replacement.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 8.20.12 and at the time of purchase, the customer purchased the option of
Goof Proof.
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. That year ended on 8.20.13, over three years
ago.
This protection plan is through a third party company,
[redacted]. [redacted] covers the merchandise
for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. Please see attached Goof Proof flyer the customer
would have been given at time of purchase.
The customer called in to Bob’s and reported several
issues. We sent out a technician on
10.18.16 as a “Best Effort”. This is
offered to a customer that no longer is under warranty. We offer the customer a courtesy service to
see if the tech is able to repair any thing in the home. If he is not able to repair then we can
ascertain what parts a customer might be able to purchase to bring the set back
up to manufacturing standards.
In this customer’s case the parts are no longer
available. That does not have any
bearing on the reality that the warranty expired over three years ago. We would not be able to offer this customer
the resolutions they seek. The only
recourse that we had available was the Best Effort service.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
[redacted] Bob's has not resolved this issue. Please re-open this case.
I bought couple pieces of furniture from Bob's discount furniture and they turned out to be cheap made. When broke after 2 weeks, I called for replacement because I bought the warranty with it. It has been couple of months, they haven't replaced it yet. I call CS, they said they had no idea why it took so long. They said they would call me. No luck so far.
Good Morning Revdex.com,
white; 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 February
2012. At the time the sale was created
the customer purchased [redacted]. This covered
the set for 5 years against accidental damage.
An accident as determined by [redacted] Insurance being a specific
incident that causes damage that is reported within 30 days of the occurrence. The Kendall II set came with a manufacturing
warranty for 1 year against defects. The
issues reported are not from a single incident causing damage. It does not fall into the plan guidelines,
please see attached [redacted] flyer for reference. The customer did not submit a claim against
the insurance that they purchased. The
customer called Bob’s and we tried to get parts for them. Those parts are no
longer available from the manufacturer.
We would be happy to schedule a service
technician to come out and stuff the cushions; this would be a “Best Effort
Service” only. The customer can call
into customer care ###-###-#### and schedule the service. A Best Effort Service is the tech will try to
rectify the issue on site, does not include parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
In 2012 and 2013, my wife and I purchased a living room set and bedroom set. When making both of these purchases, we specifically told the salesperson that we had a small dog who might bite the furniture. We were told to purchase the [redacted] plus plan which would protect us in case the furniture was damaged. We purchased the plans for both living room and bedroom sets and thought that we were set.
Fast forward to 2015, my wife was wiping the top of the dresser when she noticed that it had watermark like stains on top and my dog decided to look for his ball under the dresser and nightstand so he scratched the bottom of both of these products. We called to get these either fixed or replaced but was told by the company that Bob's uses ([redacted]) that the scratches weren't covered under the plan and furthermore, the watermark also could not be covered under the plan because the furniture was no longer under the [redacted] plan.
We also called for the dark burgundy leather sectional sofa because my 14 month old daughter who is teething put her mouth on the couch and when she picked up her mouth, it looked like she was eating something purple. The coloring of the sofa came off and was in her mouth and all over her face. My wife took a damp cloth and wiped the sofa. It looked like she was peeling off the top layer of the leather. We called Bob's to get this remedied but was once again told that this was not covered under the warranty. The entire sofa looks like it is peeling but this not covered under the [redacted] plus warranty.
Good Afternoon Revdex.com,
Responding to Bobs Furniture. The only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they are. Bobs is not doing me a favor by making me a 75.00 offer on a 700.00 bed. The only reason why we received all the pieces is because I would not stop calling. Imagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! 75.00 is not enough. I would love to speak to the CEO about this issue. He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't.
As I stated before. This isn't an issue I am letting go. I tried to be nice and gave them numerous chances. Look at the times I called and how many times I did.
Bobs, do something right!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
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 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. While it is not normal 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 normal compensation guidelines and policies.
We will offer this customer a refund of the delivery fee ($169.99)
back to their [redacted] account, as a form of our apology. If this customer accepts this offer please
reply to the Revdex.com site and we will process this paperwork.
In addition due to this being an issue involving a child, we would
like to offer an additional gift card so that this customer can take their
daughter to the store and she can pick out something as a decoration for the
room. We understand this will not erase
the delivery failure for this child, but maybe if they are able to have
something tangible to remind them we are sorry for the issues. I would like to offer an ECard in the amount
of $50 so that they may be able to find a lamp, statue or wall hanging to
carryout of the store.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving
me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way
Complaint: [redacted]I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way any customer should be treated that there was no question about the coverage on. even though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error
Sincerely,
[redacted]
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/her. I ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not available. Then I called and was informed they were out of stock. So I re-ordered the sofa and chair on Apr 13, the delivery data was Apr 27. But only delivered chair but no sofa on Apr 27. So I call again and was informed sofa can be delivered on May 21. I received on confirmation call on May 16. Couple seconds ago, I called due to no delivery information on website. And be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!
face="Calibri">Good
Morning Revdex.com,
Please
pass on our apologies for the disappointment our customer is experiencing with
the bed that they purchased. I assure our customer that the bed delivered and
assembled was the exact replica of the model displayed and assembled within our
showroom on date of purchase.
Although
our technician confirmed on 9.08.2015 that the concern present did not stem
from any manufacturing concern within the merchandise and the customer is
outside of the warranty period we disclosed at time of purchase we have
provided a courtesy offer for resolution below.
Please
note we do sell additional support systems at cost for consumers whose
preference needs require more support under the bed then what the manufacturer
views as normal and adequate. We also sell a number of headboards that can be
hooked to a metal frame should this option make a consumer feel more secure
with overall stability.
As a one time courtesy we
can offer to provide a store credit based on the amount paid to us for the BED
only (BED = Headboard, footboard, railings per sales invoice). With this store
credit the customer is able to re visit any of our showrooms and select a
different bed that may suit their needs better.
As an additional courtesy
we will offer to cover the cost of delivering the new merchandise selected and
we will expect to remove the current bed from the customer’s home when the new
bed is delivered.
Please ask that our
customer respond to us via the Revdex.com to make us aware of their acceptance of this
resolution offer. Once accepted we will create the credit and have our retail
location reach out to our customer to make them aware of the credit being
activated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time. I had to get a truck to transfer it safely back to the store.
Also, the description is not accurate. The description says there is a leaf that goes in the table. It does not ... the table is actually a solid top table and does not open. There isn't anything about this set that works for us. It is misrepresented. I would respectfully request to keep this open until I return the table and get a full refund as promised. Thank you!
This is a quote from the Description:
Have a ball with my Blake Bar 5 Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with 4 dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!
Set includes dining table with 18" leaf & 4 dining chairs
Dining Table: 42" x 42" x 3 1/3"Dining Chair: 17"5/7 x 20"5/8 x 46"
Colors Available: - Spice & White - Cherry & Black- Espresso
Sincerely,
[redacted]
Good Afternoon Revdex.com-
size="3">
We were willing to work with [redacted] to reinstate
the credit, but for a very limited time.
[redacted] will allow 2 weeks or until 8/9/16. We will work with the customer to find
something in stock that she can take immediate delivery on. We have already reached out to the store and
the customer to advise that this time limit is set in stone and can not be
extended again.
Kindest Regards,
Tracy Sa[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Worst experience ever, buying furniture from BOB''s Discount Furniture. Their customer care is HORRIBLE! My sofa has a gap between 2 pieces and isn't sitting correctly. Apparently no one above a customer care rep level can be spoken to. Technician tells you one thing and then reports the opposite of what he said, to the company. They refused to send out another technician, refused to give me a copy of the report, or let me speak to a manager. Can't believe I paid for the extra warranty and can't get any help. Dispute claim filed with credit card co.
Purchased "Diva Chest of draws". Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the delivery. I called to have it picked up the next day and was told on the phone that it would be picked up and I would get a credit. That I could just pick out whatever at a later time. They gave me a pick up date and a re-selection number. Of course date of pick up is today. I call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked up. Remember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem". Sounds like Bob's employees are coached to bs customers.