Good Morning Revdex.com-
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We are very sorry that this customer
is not satisfied with the purchase that they made on our web site. There is no record that the customer was
interested in purchasing the insurance, when web orders are placed on line,
they are assigned to a store to create in our system, they store then calls the
customer, goes over the order and schedules it.
The customer had every opportunity to add the insurance any time before
the delivery. Our contract with Guardian
is very clearly written that customer can add the Good Proof insurance up until
the day of delivery. Guardian does not
allow for insurance to be added after the customer has accepted the delivery.
The notes in the account clearly state
that we have offered this customer recourse on several occasions. On 12/29/15 we sent a technician out to the
home to see the damage to the table, there was no mention prior to the visit or
during the visit that there were any other issues. On 12/30/15 we spoke to the customer and we
set her up for an exchange on the tables.
The customer did not schedule the exchange and it still remains open and
unscheduled. On 1/15/16 a Customer
Service Lead offered the customer several options, to exchange the tables or to
select a different set, the customer refused, the lead even offered to refund
on the tables that were delivered damaged, the customer refused, they didn’t
want to bring back to a store or wait at home for a team to pickup. There was no mention of any issues with the
other pieces. The set was delivered to
the home on 12/15/15. The pillow missing
from the delivery was delivered to the customer’s home via Fed Ex on 1/15/16.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa, loveseat and three pack
table group. We will waive the cost of
the new delivery. We will expect to remove the current sofa, loveseat and three
pack table group the customer has in the home before or on the same day the
newly selected items are delivered. We can cover the cost of removing and
disposing of the current living room set.
We will not be able to extend an offer to return the set for a refund, as this
set has no record of having any manufacturing defect. We would strongly urge the customer to go to
the store and view the product in person to ensure the next set is more to
their taste. At that time they can also
discuss the option of adding the [redacted] to the new merchandise.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's is still refusing to address my concern. I should not have to repeat it multiple times. More than one of Bob's customer service reps has informed me that I cannot sit on the ottoman. Because of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concern. Reputable companies that stand by their products do not fight customers for refunds. Especially when it is only $199. It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furniture. I'll have to go back and tell him to stop telling people that.
I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this process. I have spent a lot of time on this issue and would like to end it here.
Sincerely,
[redacted]
Complaint: [redacted]Hello, in response to Bobs furniture message back to me, please see below.
The mattress was purchased at the [redacted] store back in 2012.
Sold to EITHER [redacted]. Billing address was [redacted]
Phone numbers either: [redacted]
Delivery address: [redacted]
These was a barcode slip of paper attached to the bed. Here is what it has.
BOBS
[redacted]
THANKS,
[redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper sofa and the
sleeper mattress that you purchased was a new product that was wrapped from the
manufacturer. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted] [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison
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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 September 2013 and at that time the customer purchased the option of [redacted]
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. In determining there is a manufacturing
defect we would offer parts and service first.
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.
We support our technicians.
Our technicians are well trained and we count on them to be our eyes in
the field. We do have a process in place
for a customer disputing a technicians finding.
We ask that the customer send it photos to us for review. We welcome this customer to submit photos
through the Revdex.com mediation service to support their claim that this damage is
manufacturing in nature and did not result in an accident or misuse. Please submit a minimum of 2 photos. One photo close up of the damage and one from
a few feet back showing the overall condition of the pieces in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day [redacted],
Thank you so much for providing me that information and
sending in photos. I am truly very sorry that you seem to have been met with
such a lack of care while seeking to resolve your concern. Your [redacted]
protection covers damages that stem from an accidental occurrence only and
regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence
that could cause damage because a bed is made to be laid in. Again, I am so
sorry that we didn’t do more to take care of you as we should have and I thank
you for bringing the obvious coaching concerns we have to our attention.
I have created the paperwork to schedule a complete even
exchange of your son’s bed (headboard/footboard/railings). Please contact us at
###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery
at your earliest convenience.
Kind
Regards,
[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 however I would not like to close this complaint until the factory fresh sofa is delivered to my address.
I would like to accept their speedier resolution which is to replace the sofa with a factory fresh model however I would like to emphasize that the replacement sofa has to be absolutely fresh and not a refurbished, damaged or product from their pit.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I purchased the warranty from you not guardian. That company never came out last week I am supposed to get it cleaned this week after the time frame they gave me of 10 days.
Sincerely,
[redacted]
Who provides Customer Service training to the employees, [redacted]?
1. I purchased my furniture online on February 2nd because I was tired of pushy salesman. I ordered with what I thought was no problem until the [redacted] customer “service” rep called for me to schedule a delivery. They called me only for me to call another number, wait on hold for FOREVER, and then get someone on the phone. I tried to schedule a Saturday delivery within the next two weeks. The VERY RUDE sales associate notified me the lovely couch I just purchased online was out of stock until March 5th. I let her know if I knew I would have had to wait over a month for my furniture, I NEVER would have purchased it. I then proceeded to ask her if out of stock items were notated anywhere on the website. She said, “NO” as she rudely chewed her gum in my ear. I told her to cancel the order and then she told me I would have to call back the Customer “Care” phone number because she didn’t know how to transfer the phone. It took over a week to have the money returned to my [redacted] account even though it took mere moments for the company to withdraw the money.
2. Weeks later I found another couch and accent chair on their website (stupid me for going back to this place). I made sure to call the Customer “Care” number before purchasing to confirm the items were in stock. THEY SAID BOTH OF MY ITEMS WERE IN STOCK!!! I proceeded with my purchase.
3. I called the store a few days later after the [redacted] customer “service” rep called me to schedule a delivery. The rep that day was actually pleasant. She was able to add me to that following Saturday’s delivery schedule.
4. Saturday, March 7th came and I was expecting my accent chair AND sofa to be delivered. I went downstairs to open the door to my apartment building for the delivery drivers. Two guys brought my accent chair up first. I waited outside as one of the guys came back downstairs and the other guy stayed in my apartment for what I thought was to take the plastic off my chair and screw the four legs on. I thought the guy who came back downstairs was going to bring my sofa upstairs with the third guy who was waiting by the truck. All he did was ask me to sign a paper. When I asked where my sofa was, he just shrugged his shoulders and shoved the paper in my face to sign. I was extremely surprised my accent chair was delivered without my sofa and no one from the company let me know PRIOR to the delivery. I then went back upstairs to my apartment to immediately grab my cell phone and to my surprise the first delivery driver had tracked disgusting mud through my entire living room and was sitting on my dining room chair while my accent chair was lazily on its side near the entrance of my apartment. He immediately jumped off my chair, tracked MORE mud through my living room and began to take the plastic off of my chair. I immediately started dialing the Customer “CARE” number as the other two delivery people came back upstairs to my apartment.
5. As all three male delivery people were in my apartment as I called the Customer “Care” phone number and put my cell phone on speaker. As I was on hold for almost an hour, the delivery driver continued to try and get me to sign a paper. I notified him I am ABSOLUTELY not signing anything until I figure out where my sofa was. He then began to complain about his deliveries that day and the sofa doesn’t have anything to do with him. I repeatedly asked him if there was someone he could call and he replied “no” every time. He eventually called his supervisor when my hold time with Customer “Care” approached an hour. He was on speaker phone and I heard his supervisor say, “I’m not getting involved. Make her sign the paper and get to the next stop.” After he hung up with his supervisor he said, “You need to sign the paper! If you don’t sign I have to take the chair with me.” I told him, “I am not signing [redacted] until I figure out where my couch is! I paid for the chair, so it is staying here!” He then said, “If you don’t let us take it, than your stealing it. It’s not yours until you sign this paper! You’re a thief” I let him know he would not BE here if it wasn’t mine and then I asked all of them to leave my apartment as I proceeded to sit in MY chair. He continued talking and refused to leave my apartment. I told him I will call the police if he did not leave. He then walked out of my apartment.
6. At almost TWO hours on hold I hung up and tried to call the store again. Someone eventually picked up the phone and transferred me to Customer “Care”. When I spoke with the Customer “Care” rep on the phone, I let her know my sofa was not delivered today and she told me it was OUT OF STOCK until March 10th (I remember specifically asking the rep if the sofa was in stock BEFORE I purchased the item). I let her know if someone from the company would have emailed, called sent a pigeon to let me know my couch was out of stock, I would have rescheduled the entire delivery instead of wasting a Saturday morning waiting for an accent chair. I asked her when the item would be in stock and she said March 10th. I informed her I wanted my couch delivered on March 10th after 5:30pm because I work Monday thru Friday from 8:00am to 5:00pm. She said she can put the request in but could not guarantee a delivery. I let her know, if they cannot deliver on Tuesday evening they need to deliver during the weekend. I also informed her I now have to cancel my guests I planned on having that Saturday evening because there was no sofa for them to sit on! She explained AFTER my couch is delivered, I need to call and speak with a Store Manager for a compensation adjustment.
7. At 12:35pm on Tuesday, March 10th I received a voicemail from Customer “Care” that said they tried delivering my sofa but no one was home to receive it. I IMMEDIATELY called Customer “Care” back to inform the company AGAIN that I am at work Monday thru Friday from 8:00am to 5:00pm and I cannot leave my job to receive a delivery that should have been there on March 7th!!! The person on the phone began to reschedule my delivery and the phone was “disconnected”. I called Customer “Care” back AGAIN and spoke to someone who said my delivery is scheduled for Saturday, March 14th and there was a note in the system that said I will be compensated with a gift card or credit. She informed me that I needed to call back AGAIN after my sofa is delivered. I IMMEDIATELY informed her I absolutely DO NOT want any form of compensation that would require me to do business with the company again (i.e. Bob’s Furniture Gift Card).
Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:
Delivery fees
additional fees for compensation lost from his employment (this is of utmost importance)
fees for hotel for family
dangering/damaging his career trust with his employer
clean up of garbage left by delivery teams
damaged furniture
harassment from the company
The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss of monetary value in the thousands of dollars.
Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]
I am
very sorry to hear you have located pests in your product. Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
this includes a regular spraying of our trucks as a precaution. We do not sell
products infected by pests.
The sofa that you purchased was a new product that
was wrapped from the manufacturer. I can imagine that this ordeal has not been
easy on you or your family, but the facts are that the source of bed bugs are
from somewhere other than new furnishings. These pests require a human source
to survive and they move around by hitch-hiking on people and their belongings.
If you
reside in a multi dwelling complex, especially one that you are renting, you
should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holes. Even if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was
bed bug free. Unfortunately, bed bugs have become widespread throughout
the [redacted] over the past several years due to both a combination of
global travel and the absence of effective chemical treatments to deal with
them. Please be aware that the presence of bedbugs does not reflect on the
cleanliness or otherwise of their environment – they can survive and thrive
wherever people reside, and they are most active at night when they feed.
We regret that you are experiencing this problem, but we
are unable to respond to issues when the cause is beyond our control.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out,...
when we are given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted] AND[redacted] *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]
I reserve the right to contact the Revdex.com back should I not receive this night stand. The information given to Revdex.com is incorrect, I first contacted Bob's customer service, and spoke to a Manager. I believe his name was [redacted]. He said that nothing could be done to get the nightstand any sooner. I did give Bob's first chance to remedy the issue. They declined to do so. It was only after I contacted Revdex.com that Bob's felt the need to resolve my concerns. While I feel that a manufacturer can discontinue furniture at any time, I do not feel that Bob's gives their staff this information. If sales reps and customer service knew this, I believe that they would advise customers to purchase all of the items of interest at the same time. This way we as consumers can have complete sets. What I was advised to do by their corporate customer service was to purchase a similar nightstand to match. I think this is just poor customer service, and poor business practices. Furthermore, when I paid I was told it would be in for pick up on Wednesday, and not Saturday. Their corporate office must understand that as a consumer if we are promised things, we expect that. We should not have to inconvenience ourselves by rearranging schedules, etc because they are not giving sales staff, and customer service staff the right information.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
From: [redacted]
Sent: Tuesday, April 29, 2014 11:47 AM
To: [redacted]
Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
hi, I am writing to let you know that this morning when I took my mattress off...
the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks
Good Morning Revdex.com,
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Please pass on our sincerest apologies
for the multiple failures that occurred to cause our customer to become so disappointed
in us. As of 6.26.2015 this account reflects an interaction with one of our
Customer Care Leads and the customer’s requests have been met. At this time we
consider this complaint closed and apologize to the customer once again for any
and all inconveniences that we caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of use. Attempts to smooth out wrinkles resulted in fibers coming out. Cushioning has also became lumpy. Company very defensive & unresponsive. Such furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat upon. This company should not be in business.
Afternoon [redacted]
I don't blame you 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 you 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.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
When you went back into the store they requested a stop payment on
the check to issue a cash refund at your request. The stop payment went through and the store
was prepared to grant the cash refund.
Our records indicate that you did not return to the store for the cash
refund so a new check was processed to you on 7.1.16. As the stop payment was done at your request
in order to go outside of policy and give you a cash refund, we would not be
able to cover any additional fees.
We are sorry that this entire ordeal was unpleasant for you and
your mother. This is not the conduct we
would ever expect from a member of the Bob’s family and this will be investigated.
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 will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.
And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows
that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.
Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.
We never imagined this would happen.
still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Good Morning Revdex.com-
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We are very sorry that this customer
is not satisfied with the purchase that they made on our web site. There is no record that the customer was
interested in purchasing the insurance, when web orders are placed on line,
they are assigned to a store to create in our system, they store then calls the
customer, goes over the order and schedules it.
The customer had every opportunity to add the insurance any time before
the delivery. Our contract with Guardian
is very clearly written that customer can add the Good Proof insurance up until
the day of delivery. Guardian does not
allow for insurance to be added after the customer has accepted the delivery.
The notes in the account clearly state
that we have offered this customer recourse on several occasions. On 12/29/15 we sent a technician out to the
home to see the damage to the table, there was no mention prior to the visit or
during the visit that there were any other issues. On 12/30/15 we spoke to the customer and we
set her up for an exchange on the tables.
The customer did not schedule the exchange and it still remains open and
unscheduled. On 1/15/16 a Customer
Service Lead offered the customer several options, to exchange the tables or to
select a different set, the customer refused, the lead even offered to refund
on the tables that were delivered damaged, the customer refused, they didn’t
want to bring back to a store or wait at home for a team to pickup. There was no mention of any issues with the
other pieces. The set was delivered to
the home on 12/15/15. The pillow missing
from the delivery was delivered to the customer’s home via Fed Ex on 1/15/16.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa, loveseat and three pack
table group. We will waive the cost of
the new delivery. We will expect to remove the current sofa, loveseat and three
pack table group the customer has in the home before or on the same day the
newly selected items are delivered. We can cover the cost of removing and
disposing of the current living room set.
We will not be able to extend an offer to return the set for a refund, as this
set has no record of having any manufacturing defect. We would strongly urge the customer to go to
the store and view the product in person to ensure the next set is more to
their taste. At that time they can also
discuss the option of adding the [redacted] to the new merchandise.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's is still refusing to address my concern. I should not have to repeat it multiple times. More than one of Bob's customer service reps has informed me that I cannot sit on the ottoman. Because of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concern. Reputable companies that stand by their products do not fight customers for refunds. Especially when it is only $199. It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furniture. I'll have to go back and tell him to stop telling people that.
I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this process. I have spent a lot of time on this issue and would like to end it here.
Sincerely,
[redacted]
Complaint: [redacted]Hello, in response to Bobs furniture message back to me, please see below.
The mattress was purchased at the [redacted] store back in 2012.
Sold to EITHER [redacted]. Billing address was [redacted]
Phone numbers either: [redacted]
Delivery address: [redacted]
These was a barcode slip of paper attached to the bed. Here is what it has.
BOBS
[redacted]
THANKS,
[redacted]
Good Morning Janeen,...
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper sofa and the
sleeper mattress that you purchased was a new product that was wrapped from the
manufacturer. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted] [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com-
size="3">
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 September 2013 and at that time the customer purchased the option of [redacted]
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. In determining there is a manufacturing
defect we would offer parts and service first.
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.
We support our technicians.
Our technicians are well trained and we count on them to be our eyes in
the field. We do have a process in place
for a customer disputing a technicians finding.
We ask that the customer send it photos to us for review. We welcome this customer to submit photos
through the Revdex.com mediation service to support their claim that this damage is
manufacturing in nature and did not result in an accident or misuse. Please submit a minimum of 2 photos. One photo close up of the damage and one from
a few feet back showing the overall condition of the pieces in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day [redacted],
Thank you so much for providing me that information and
sending in photos. I am truly very sorry that you seem to have been met with
such a lack of care while seeking to resolve your concern. Your [redacted]
protection covers damages that stem from an accidental occurrence only and
regretfully the protection plan doesn’t view lying in the bed as an accidental occurrence
that could cause damage because a bed is made to be laid in. Again, I am so
sorry that we didn’t do more to take care of you as we should have and I thank
you for bringing the obvious coaching concerns we have to our attention.
I have created the paperwork to schedule a complete even
exchange of your son’s bed (headboard/footboard/railings). Please contact us at
###-###-#### (Mon- Saturday 6:30am-8:00pm) to schedule this pickup and delivery
at your earliest convenience.
Kind
Regards,
[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 however I would not like to close this complaint until the factory fresh sofa is delivered to my address.
I would like to accept their speedier resolution which is to replace the sofa with a factory fresh model however I would like to emphasize that the replacement sofa has to be absolutely fresh and not a refurbished, damaged or product from their pit.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I purchased the warranty from you not guardian. That company never came out last week I am supposed to get it cleaned this week after the time frame they gave me of 10 days.
Sincerely,
[redacted]
Who provides Customer Service training to the employees, [redacted]?
1. I purchased my furniture online on February 2nd because I was tired of pushy salesman. I ordered with what I thought was no problem until the [redacted] customer “service” rep called for me to schedule a delivery. They called me only for me to call another number, wait on hold for FOREVER, and then get someone on the phone. I tried to schedule a Saturday delivery within the next two weeks. The VERY RUDE sales associate notified me the lovely couch I just purchased online was out of stock until March 5th. I let her know if I knew I would have had to wait over a month for my furniture, I NEVER would have purchased it. I then proceeded to ask her if out of stock items were notated anywhere on the website. She said, “NO” as she rudely chewed her gum in my ear. I told her to cancel the order and then she told me I would have to call back the Customer “Care” phone number because she didn’t know how to transfer the phone. It took over a week to have the money returned to my [redacted] account even though it took mere moments for the company to withdraw the money.
2. Weeks later I found another couch and accent chair on their website (stupid me for going back to this place). I made sure to call the Customer “Care” number before purchasing to confirm the items were in stock. THEY SAID BOTH OF MY ITEMS WERE IN STOCK!!! I proceeded with my purchase.
3. I called the store a few days later after the [redacted] customer “service” rep called me to schedule a delivery. The rep that day was actually pleasant. She was able to add me to that following Saturday’s delivery schedule.
4. Saturday, March 7th came and I was expecting my accent chair AND sofa to be delivered. I went downstairs to open the door to my apartment building for the delivery drivers. Two guys brought my accent chair up first. I waited outside as one of the guys came back downstairs and the other guy stayed in my apartment for what I thought was to take the plastic off my chair and screw the four legs on. I thought the guy who came back downstairs was going to bring my sofa upstairs with the third guy who was waiting by the truck. All he did was ask me to sign a paper. When I asked where my sofa was, he just shrugged his shoulders and shoved the paper in my face to sign. I was extremely surprised my accent chair was delivered without my sofa and no one from the company let me know PRIOR to the delivery. I then went back upstairs to my apartment to immediately grab my cell phone and to my surprise the first delivery driver had tracked disgusting mud through my entire living room and was sitting on my dining room chair while my accent chair was lazily on its side near the entrance of my apartment. He immediately jumped off my chair, tracked MORE mud through my living room and began to take the plastic off of my chair. I immediately started dialing the Customer “CARE” number as the other two delivery people came back upstairs to my apartment.
5. As all three male delivery people were in my apartment as I called the Customer “Care” phone number and put my cell phone on speaker. As I was on hold for almost an hour, the delivery driver continued to try and get me to sign a paper. I notified him I am ABSOLUTELY not signing anything until I figure out where my sofa was. He then began to complain about his deliveries that day and the sofa doesn’t have anything to do with him. I repeatedly asked him if there was someone he could call and he replied “no” every time. He eventually called his supervisor when my hold time with Customer “Care” approached an hour. He was on speaker phone and I heard his supervisor say, “I’m not getting involved. Make her sign the paper and get to the next stop.” After he hung up with his supervisor he said, “You need to sign the paper! If you don’t sign I have to take the chair with me.” I told him, “I am not signing [redacted] until I figure out where my couch is! I paid for the chair, so it is staying here!” He then said, “If you don’t let us take it, than your stealing it. It’s not yours until you sign this paper! You’re a thief” I let him know he would not BE here if it wasn’t mine and then I asked all of them to leave my apartment as I proceeded to sit in MY chair. He continued talking and refused to leave my apartment. I told him I will call the police if he did not leave. He then walked out of my apartment.
6. At almost TWO hours on hold I hung up and tried to call the store again. Someone eventually picked up the phone and transferred me to Customer “Care”. When I spoke with the Customer “Care” rep on the phone, I let her know my sofa was not delivered today and she told me it was OUT OF STOCK until March 10th (I remember specifically asking the rep if the sofa was in stock BEFORE I purchased the item). I let her know if someone from the company would have emailed, called sent a pigeon to let me know my couch was out of stock, I would have rescheduled the entire delivery instead of wasting a Saturday morning waiting for an accent chair. I asked her when the item would be in stock and she said March 10th. I informed her I wanted my couch delivered on March 10th after 5:30pm because I work Monday thru Friday from 8:00am to 5:00pm. She said she can put the request in but could not guarantee a delivery. I let her know, if they cannot deliver on Tuesday evening they need to deliver during the weekend. I also informed her I now have to cancel my guests I planned on having that Saturday evening because there was no sofa for them to sit on! She explained AFTER my couch is delivered, I need to call and speak with a Store Manager for a compensation adjustment.
7. At 12:35pm on Tuesday, March 10th I received a voicemail from Customer “Care” that said they tried delivering my sofa but no one was home to receive it. I IMMEDIATELY called Customer “Care” back to inform the company AGAIN that I am at work Monday thru Friday from 8:00am to 5:00pm and I cannot leave my job to receive a delivery that should have been there on March 7th!!! The person on the phone began to reschedule my delivery and the phone was “disconnected”. I called Customer “Care” back AGAIN and spoke to someone who said my delivery is scheduled for Saturday, March 14th and there was a note in the system that said I will be compensated with a gift card or credit. She informed me that I needed to call back AGAIN after my sofa is delivered. I IMMEDIATELY informed her I absolutely DO NOT want any form of compensation that would require me to do business with the company again (i.e. Bob’s Furniture Gift Card).
Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:
Delivery fees
additional fees for compensation lost from his employment (this is of utmost importance)
fees for hotel for family
dangering/damaging his career trust with his employer
clean up of garbage left by delivery teams
damaged furniture
harassment from the company
The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss of monetary value in the thousands of dollars.
Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]
Good Afternoon [redacted],
I am
very sorry to hear you have located pests in your product. Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
this includes a regular spraying of our trucks as a precaution. We do not sell
products infected by pests.
The sofa that you purchased was a new product that
was wrapped from the manufacturer. I can imagine that this ordeal has not been
easy on you or your family, but the facts are that the source of bed bugs are
from somewhere other than new furnishings. These pests require a human source
to survive and they move around by hitch-hiking on people and their belongings.
If you
reside in a multi dwelling complex, especially one that you are renting, you
should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holes. Even if your apartment was
extremely clean and empty prior to you moving in, don’t assume that it was
bed bug free. Unfortunately, bed bugs have become widespread throughout
the [redacted] over the past several years due to both a combination of
global travel and the absence of effective chemical treatments to deal with
them. Please be aware that the presence of bedbugs does not reflect on the
cleanliness or otherwise of their environment – they can survive and thrive
wherever people reside, and they are most active at night when they feed.
We regret that you are experiencing this problem, but we
are unable to respond to issues when the cause is beyond our control.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out,...
when we are given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted] AND[redacted] *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]
I reserve the right to contact the Revdex.com back should I not receive this night stand. The information given to Revdex.com is incorrect, I first contacted Bob's customer service, and spoke to a Manager. I believe his name was [redacted]. He said that nothing could be done to get the nightstand any sooner. I did give Bob's first chance to remedy the issue. They declined to do so. It was only after I contacted Revdex.com that Bob's felt the need to resolve my concerns. While I feel that a manufacturer can discontinue furniture at any time, I do not feel that Bob's gives their staff this information. If sales reps and customer service knew this, I believe that they would advise customers to purchase all of the items of interest at the same time. This way we as consumers can have complete sets. What I was advised to do by their corporate customer service was to purchase a similar nightstand to match. I think this is just poor customer service, and poor business practices. Furthermore, when I paid I was told it would be in for pick up on Wednesday, and not Saturday. Their corporate office must understand that as a consumer if we are promised things, we expect that. We should not have to inconvenience ourselves by rearranging schedules, etc because they are not giving sales staff, and customer service staff the right information.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
From: [redacted]
Sent: Tuesday, April 29, 2014 11:47 AM
To: [redacted]
Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
hi, I am writing to let you know that this morning when I took my mattress off...
the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our sincerest apologies
for the multiple failures that occurred to cause our customer to become so disappointed
in us. As of 6.26.2015 this account reflects an interaction with one of our
Customer Care Leads and the customer’s requests have been met. At this time we
consider this complaint closed and apologize to the customer once again for any
and all inconveniences that we caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of use. Attempts to smooth out wrinkles resulted in fibers coming out. Cushioning has also became lumpy. Company very defensive & unresponsive. Such furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat upon. This company should not be in business.
Good...
Afternoon [redacted]
I don't blame you 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 you 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.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
When you went back into the store they requested a stop payment on
the check to issue a cash refund at your request. The stop payment went through and the store
was prepared to grant the cash refund.
Our records indicate that you did not return to the store for the cash
refund so a new check was processed to you on 7.1.16. As the stop payment was done at your request
in order to go outside of policy and give you a cash refund, we would not be
able to cover any additional fees.
We are sorry that this entire ordeal was unpleasant for you and
your mother. This is not the conduct we
would ever expect from a member of the Bob’s family and this will be investigated.
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 will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.
And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows
that I have covered you by Mr. BOB and the same has been shown by sales people when they are selling insurance.
Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.
We never imagined this would happen.
still looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses.
Sincerely,[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison