Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer
for the disappointments they have experienced from us. I certainly don’t blame our
customer for being upset with us and assure our customer that we stand behind
the value of our merchandise and never intended to let them down. In reviewing
the customer’s account I find no open or pending concerns as our records
indicate we have processed a return of all associated funds to the customer’s
financing account. Bobs Discount Furniture does not directly report to any
credit bureau for any customer and regretfully we have no governing power over
the actions of [redacted].
We apologize to our customer again for any and all
mistakes that have caused them inconvenience and convey that our greatest defeat
is and will remain loosing their trust in our business.
Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floor.. I can't explain anything else because there is nothing else to say. Thank you.
Good Afternoon [redacted],
I
apologize that you found my first response to be so unsatisfactory. Regretfully
Bobs Discount Furniture is not in control of the shipment from our vendor being
delayed. There are many factors to consider when merchandise is coming across
the ocean and as stated previously we are just as disappointed as you are that
we cannot deliver when initially promised. The fact remains that we could get
this shipment in sooner than anticipated and you may still be able to get this
merchandise on the original date you selected. You are not experiencing a
failure from delivery therefore the delivery fee that is charged for the specific
service of delivering/assembling your merchandise to your residence should be
charged to you. You are experiencing a stock failure, our computer system that
we trust on a daily basis read that we had this stock when you initially
scheduled. We would never intentionally promise you something we didn’t believe
wholeheartedly we could honor.
There
are options available to you if you are unable to wait any longer for this
product. You can visit our showroom and reselect to a different bedroom set
with a credit based off the bed you have and the items you haven’t received.
You
are also eligible to cancel the undelivered merchandise for a monetary refund
as stated on your sales receipt. If you felt that this route was necessary I can
also approve to have the delivered merchandise picked up and removed from your
home for a monetary refund following its shipment to our distribution center.
We
empathize with you and apologize again for this inconvenience however we are
unable to offer compensation for an event that is beyond our control. Bobs
Discount Furniture prides itself on offering our customers the best quality
merchandise for its price point and we are doing everything in our power to
aide you in receiving the furniture you purchased from us.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
You
have a lot of nerve to suggest that we have not kept our couch set in good
condition and that it’s 'heavily soiled,' especially when you readily admit
that you do not have photos to back up your claim. As it clearly states in our complaint, our
issue is not with staining, but with what your own technician called
unacceptable deterioration of the cushion interiors. There is no way that anything we did caused
this condition. We have taken great care
of our couches; they are not heavily soiled by any means. You can confirm this
with [redacted], the company that handles your stain claims. If there was staining, we would have filed a
claim with them. We have never done so. The report your technician completed and had
my husband sign the day of the inspection confirms that staining is not the
issue. My husband read over and signed the report - it only had one line written on it and it was not about
staining.
There
is one recent small stain, not 'heavy soiling', on one of the seat cushions,
but this too is Bob’s fault (we would
have made a claim with [redacted] regarding this stain, but we were hoping to
resolve the claim for the condition of the cushions first. A small stain is not of grave concern when
the cushions already look awful due to their deterioration). We accidentally dropped a solid pill on the
couch – there were no marks or stains, but since it’s a pill that is not
supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down. My husband
followed the instructions and the cleaning solution left the mark. Your own cleaning solution left a stain on our couch – not anything that we did. I
don’t think one mark entails an entire couch set to be labeled as ‘heavily
soiled.’ Perhaps if you tested your
cleaning solution on all of the fabrics you sell before selling the solution as ‘[redacted]’ this stain would never have
occurred.
I’ve
attached the requested pictures of the couch set. It's really terrible that my husband
had to take off work for this 'courtesy visit' just for the pictures to get
lost and for you to make false claims about how we care for our couch set. If, as is clearly evident, you were never
going to honor the [redacted] you sold us, you should have, for the first time,
been honest from the beginning and told us so.
At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolution. Please let us know if you need any additional
photos to resolve this issue.
Overall
– we're extremely disappointed with the customer service that we’ve received
from Bob’s and your response to our complaint is wholly unacceptable. In your response you state that Bob’s “cares
very much to resolve our customer’s concerns while maintaining their trust in
ou[r] business.” From the experience we
have had to-date, this statement could not be further from the truth. Instead, from the way you have treated us, it
seems that it is company [redacted] to accuse your customer of being wrong rather
than resolving their concerns and maintaining their trust. This is an unconscionable way to do business,
especially with loyal repeat customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We are very sorry about the concerns our...
customer experienced with this
mattress delivery and our records indicate that the mattress had been delivered
the following day after this complaint was submitted to Revdex.com (8.15.2015).
While we agree that our customer has experienced
inconvenience as a result of our failures I feel it is pertinent that the Revdex.com
be made aware that I personally spoke
with this customer on 8.08.2015 and made an accommodation to work out of
our normal policies and offer store credit on a foundation that the customer
was never charged for by our company.
We made the adjustments to our delivery schedule on a
Saturday to accommodate this individual, as a business it is our duty to make
the concern we caused right and this duty has been met just as the customer
demanded it be. We took into account the level of failure our customer experienced
and made it right by this individual even though we were ultimately inconveniencing
others.
There are no defects present or concerns of the
cosmetic nature present with this bedding set at this time, therefore the
factory fresh merchandise in our customer’s home in not eligible for a refund.
We are happy to offer our customer a $100.00 Bobs
Discount Furniture Gift Card as our further form of apology for this concern.
If the customer would like to accept our offer please
advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they
should receive the gift card within 7-10 business days of their response being
entered.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 honor the customer’s request for a refund of the delivery
fee ($59.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial [redacted]
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this order
number: [redacted].
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest 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.
I would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed.
Thank you for your assistance.
Revdex.com:
I will accept the store credit offered by the business and will exchange the furniture that is defective.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
Roman" size="3">
My sincerest apologies on behalf of Bobs Discount Furniture for
the multiple inconveniences you have experienced with your products. I have
sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector
sent by [redacted] to your residence and I am happy to help you move forward in
resolving your loveseat concerns.
I attempted to reach out to you via phone today to address your
concerns verbally.
Please return my voicemail at your convenience at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to me. Your explanation of the
delivery issue I experienced in 2011 is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandise. I am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their job. Nor is it my concern if the delivery team works longer
than 8 hours, that's your concern. I work more than 8 hours each and every day,
as to many other people. This is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $100.00 cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding). I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying.
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yours. I called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as well. do you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it.
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from me. Your delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would have. I had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floor. Luckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them. ...⇄
Clearly this response was meant to appease me, with
no actual remedy to the situation. In fact, I felt that your responses implied
I am being dishonest in some way.
Sincerely,[redacted]
(even more upset than before!)
I have a power lift chair from Bob's. I purchased the original chair in 2015, and had to exchange it in March 2016 due to warranty issues. When I went to the store to exchange it I did a reselect, and chose a different chair. The chair I chose was supposedly higher quality, I spent about $400 more on it than the original chair, hoping it wouldn't break. Less than TWO MONTHS after I received it the motor blew and it no longer functions. I contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistance. THey were great about sending someone out the same day. He came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within 3 days I should be able to get a new chair. Well, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-14 days) or choose a new chair and have NO WARRANTY on it. Well, obviously I'm not going to take an item with no warranty, since I've had to use it twice now. The conversation was on April 21st. It is now May 4th. I called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install it. This is now going to be a month without my medically necessary item, and I am beyond appalled. I have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money.
Desired Outcome:
At this point I want a new chair immediately. I feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safe. I absolutely will not wait an additional two weeks for a functioning chair.
Complaint: [redacted]
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- 11 for promised delivery. [redacted] was working today and I was leaving for a trip. The person gracious to be up on their day off to wait for a delivery that never came. Mid morning [redacted] got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him back. No call ever came. Where was the footboard?
The person we had at our house didn't want to leave until we were sure no delivery coming. When I reached my destination I called customer service was on hold 3 separate occasions for greater than 15 mins and disconnected twice. I was told that item was damaged. Is this the same piece that was supposedly damaged Thursday?. Why does the story range from it isn't on truck to it is damaged. Who is lying? You have a very inefficient customer service phone service, very inept way of conducting business. I was told that delivery can not be until wed 2/11 which is what we were told last thurs. This delay is totally unacceptable and twice you failed to provide a service you wre well paid in full for. I spoke with [redacted]'s permission to account manager named [redacted] who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for.
She arranged for early Wednesday morning delivery. If there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our need. I also requested that item be checked for damage and accounted to a manager that it is on truck for delivery. No more bogus stories. Where are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice. [redacted] stated if order is to [redacted]'s satisfaction on wed for him to call to discuss compensation for this progracted delay. I don't think anyone would be happy to not have a bed to sleep in for this many nights.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having issues with
the pieces delivered in November 2014.
We have reviewed the technician report form August 30, 2016. The technician reported the foam was bunched
up on two footrests and he replaced the cores on those footrests. We are
unsure what the current issue is. This
complaint does not state what needs to be fixed. The notes in the order state that there is an
issue with a mechanism. That would be
the device that makes the chair recline.
That would have nothing to do with the technician service from
August.
We are not able to offer the service for a Saturday. The technician is routed over an hour away from
this customer’s address. We route
different areas of the state each day.
We would not be able to offer this customer a Saturday service. We do currently have this scheduled for the technician
on 12.14.16. We hope the issue the
customer is experiencing will be corrected on Wednesday.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]).
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.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[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.
Bobs Discount Furniture’s responsibility under the Goof Proof 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. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
For over a year and a half Bobs furniture continued to send me defective leather couches. As of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces back. Don't ever under any circumstances ever by furniture from Bobs. When I tried to speak to a supervisor yesterday she reduced to come onto the phone. They will sell you defective furniture. Buyer think twice before ever spending your money with these cheating pair of scales.
Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this experience
caused our customer. There is no doubt after reviewing this complaint that we
failed our customer on several different levels and we remain very embarrassed
regarding the failures we caused to 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. At this time the customer’s account reflects that
the new merchandise has been successfully delivered as of 9.22.2015.
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.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount.
Should the customer wish not to provide us with another opportunity to deliver
merchandise we can understand the reasons why in this scenario and have several
cash and carry items that can be taken from our Showrooms or pit locations as
our free gift of apology.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed two (2) options
below for the customer to choose from for compensation. Please have the
customer select (1) one option and respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
We look forward to hearing back from our customer and we apologize again for
the concerns our failures caused to her family. Kindest Regards, Stephanie A. G[redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the...
inconveniences and frustration we
have caused this customer. I do see that
all merchandise except for the one backordered dresser, were delivered on
September 1st. The nightstand
was delivered damaged and needed to be exchanged. The customer also requested a reselection on
the chaise. We picked that up on the day
we exchanged the nightstand. The next
delivery was the new piece, an end table the customer chose to replace the
chaise.
We can absolutely understand the frustration of the damaged
dresser having to be exchanged again. We
are waiting for stock from the manufacturer.
The customer does have one in the home that can be used until we receive
the replenishment stock. It was reported
that the one in the home has damaged corners the customer should absolutely use
this as their own.
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 am willing to allow the company as a whole to rectify the errors made by the [redacted] location.
Sincerely,
[redacted]
Afternoon Revdex.com,
Please pass on our sincerest
apologies for the disappointment our customer is experiencing with their
merchandise and the protection plan they purchased at the time of sale.
Our records indicate that this
merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof
Proof Plus’ plan (as indicated on our website) until 4/01/2013. This
customer purchased ‘Goof Proof’ on their sale which is coverage provided thru
the Guardian company only for a variety of in home accidental damages.
The merchandise was delivered on 01/23/2013 and guaranteed against factory
defects thru Bobs for a period of one year. That year guarantee expired on
1/23/2014 (over a year ago-leaving the customer with active protection thru
Guardian only) and we received no reports of concern from this consumer within
our direct guarantee period.
We are very sorry if the customer
found our technician process to be unsatisfactory and also for the report of
rudeness from our Customer Care Agent; our technician was sent out to the home at
no charge as a courtesy to aide our customer to the best of our ability. We
find it unnecessary for any technician to remain in a home when we can
communicate more thoroughly with our customers one on one and the technician
has other services to get to. I have included photos of the damages present
(provided by our technician) and it is clear as to why these damages cannot be
repaired. There are multiple damages that have occurred off of the seams
themselves over a period of time within the customer’s possession.
In regards to the ottoman, it is
not common that a 100% POLYESTER material make up just begins to discolor on
its own. Yes, this could be the result of normal wear and tear combined with
environment however not commonly the result of factory defects. Our technician
did not deem this to be a defect in the factory’s workmanship nor does the
customer maintain the “Goof Proof Plus” plan that they are referring to
seeing on our website. Unless they have an accidental occurrence to report that
coincides with this discoloration (to Guardian) there are no active resources
available for full coverage on this ottoman.
As a one time extreme courtesy and because Bobs Discount
Furniture truly does care about our customers we can make a one time courtesy
offer for resolution. Should the customer wish to accept this courtesy offer
they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –
Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing
needed:
Courtesy Offer for Resolution:
If the customer would like to reselect to a different set we will
provide a credit (store credit) of 70%. This 70% will be based off of the
original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. In
the interest of fairness we would ask that if the customer wants the new
furniture they select to be delivered they cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We will expect to remove the current Sofa and
Ottoman 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 these items as an additional courtesy as we continue to stand behind the
integrity of our technician’s report.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer
for the disappointments they have experienced from us. I certainly don’t blame our
customer for being upset with us and assure our customer that we stand behind
the value of our merchandise and never intended to let them down. In reviewing
the customer’s account I find no open or pending concerns as our records
indicate we have processed a return of all associated funds to the customer’s
financing account. Bobs Discount Furniture does not directly report to any
credit bureau for any customer and regretfully we have no governing power over
the actions of [redacted].
We apologize to our customer again for any and all
mistakes that have caused them inconvenience and convey that our greatest defeat
is and will remain loosing their trust in our business.
Hello, my son is seventeen years old,my son was laying down on his bed when all if a sudden we heard a loud noise when we went to his bedroom one side of his bed was on the floor.. I can't explain anything else because there is nothing else to say. Thank you.
Good Afternoon [redacted],
I
apologize that you found my first response to be so unsatisfactory. Regretfully
Bobs Discount Furniture is not in control of the shipment from our vendor being
delayed. There are many factors to consider when merchandise is coming across
the ocean and as stated previously we are just as disappointed as you are that
we cannot deliver when initially promised. The fact remains that we could get
this shipment in sooner than anticipated and you may still be able to get this
merchandise on the original date you selected. You are not experiencing a
failure from delivery therefore the delivery fee that is charged for the specific
service of delivering/assembling your merchandise to your residence should be
charged to you. You are experiencing a stock failure, our computer system that
we trust on a daily basis read that we had this stock when you initially
scheduled. We would never intentionally promise you something we didn’t believe
wholeheartedly we could honor.
There
are options available to you if you are unable to wait any longer for this
product. You can visit our showroom and reselect to a different bedroom set
with a credit based off the bed you have and the items you haven’t received.
You
are also eligible to cancel the undelivered merchandise for a monetary refund
as stated on your sales receipt. If you felt that this route was necessary I can
also approve to have the delivered merchandise picked up and removed from your
home for a monetary refund following its shipment to our distribution center.
We
empathize with you and apologize again for this inconvenience however we are
unable to offer compensation for an event that is beyond our control. Bobs
Discount Furniture prides itself on offering our customers the best quality
merchandise for its price point and we are doing everything in our power to
aide you in receiving the furniture you purchased from us.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
You
have a lot of nerve to suggest that we have not kept our couch set in good
condition and that it’s 'heavily soiled,' especially when you readily admit
that you do not have photos to back up your claim. As it clearly states in our complaint, our
issue is not with staining, but with what your own technician called
unacceptable deterioration of the cushion interiors. There is no way that anything we did caused
this condition. We have taken great care
of our couches; they are not heavily soiled by any means. You can confirm this
with [redacted], the company that handles your stain claims. If there was staining, we would have filed a
claim with them. We have never done so. The report your technician completed and had
my husband sign the day of the inspection confirms that staining is not the
issue. My husband read over and signed the report - it only had one line written on it and it was not about
staining.
There
is one recent small stain, not 'heavy soiling', on one of the seat cushions,
but this too is Bob’s fault (we would
have made a claim with [redacted] regarding this stain, but we were hoping to
resolve the claim for the condition of the cushions first. A small stain is not of grave concern when
the cushions already look awful due to their deterioration). We accidentally dropped a solid pill on the
couch – there were no marks or stains, but since it’s a pill that is not
supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down. My husband
followed the instructions and the cleaning solution left the mark. Your own cleaning solution left a stain on our couch – not anything that we did. I
don’t think one mark entails an entire couch set to be labeled as ‘heavily
soiled.’ Perhaps if you tested your
cleaning solution on all of the fabrics you sell before selling the solution as ‘[redacted]’ this stain would never have
occurred.
I’ve
attached the requested pictures of the couch set. It's really terrible that my husband
had to take off work for this 'courtesy visit' just for the pictures to get
lost and for you to make false claims about how we care for our couch set. If, as is clearly evident, you were never
going to honor the [redacted] you sold us, you should have, for the first time,
been honest from the beginning and told us so.
At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolution. Please let us know if you need any additional
photos to resolve this issue.
Overall
– we're extremely disappointed with the customer service that we’ve received
from Bob’s and your response to our complaint is wholly unacceptable. In your response you state that Bob’s “cares
very much to resolve our customer’s concerns while maintaining their trust in
ou[r] business.” From the experience we
have had to-date, this statement could not be further from the truth. Instead, from the way you have treated us, it
seems that it is company [redacted] to accuse your customer of being wrong rather
than resolving their concerns and maintaining their trust. This is an unconscionable way to do business,
especially with loyal repeat customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We are very sorry about the concerns our...
customer experienced with this
mattress delivery and our records indicate that the mattress had been delivered
the following day after this complaint was submitted to Revdex.com (8.15.2015).
While we agree that our customer has experienced
inconvenience as a result of our failures I feel it is pertinent that the Revdex.com
be made aware that I personally spoke
with this customer on 8.08.2015 and made an accommodation to work out of
our normal policies and offer store credit on a foundation that the customer
was never charged for by our company.
We made the adjustments to our delivery schedule on a
Saturday to accommodate this individual, as a business it is our duty to make
the concern we caused right and this duty has been met just as the customer
demanded it be. We took into account the level of failure our customer experienced
and made it right by this individual even though we were ultimately inconveniencing
others.
There are no defects present or concerns of the
cosmetic nature present with this bedding set at this time, therefore the
factory fresh merchandise in our customer’s home in not eligible for a refund.
We are happy to offer our customer a $100.00 Bobs
Discount Furniture Gift Card as our further form of apology for this concern.
If the customer would like to accept our offer please
advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they
should receive the gift card within 7-10 business days of their response being
entered.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our 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 honor the customer’s request for a refund of the delivery
fee ($59.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial [redacted]
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this order
number: [redacted].
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest 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.
I would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed.
Thank you for your assistance.
Sincerely,
Regina Jennings
Revdex.com:
I will accept the store credit offered by the business and will exchange the furniture that is defective.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon [redacted],
Roman" size="3">
My sincerest apologies on behalf of Bobs Discount Furniture for
the multiple inconveniences you have experienced with your products. I have
sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector
sent by [redacted] to your residence and I am happy to help you move forward in
resolving your loveseat concerns.
I attempted to reach out to you via phone today to address your
concerns verbally.
Please return my voicemail at your convenience at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to me. Your explanation of the
delivery issue I experienced in 2011 is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandise. I am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their job. Nor is it my concern if the delivery team works longer
than 8 hours, that's your concern. I work more than 8 hours each and every day,
as to many other people. This is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $100.00 cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding). I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying.
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yours. I called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as well. do you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it.
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from me. Your delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would have. I had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floor. Luckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them.
...⇄
Clearly this response was meant to appease me, with
no actual remedy to the situation. In fact, I felt that your responses implied
I am being dishonest in some way.
Sincerely,[redacted]
(even more upset than before!)
I have a power lift chair from Bob's. I purchased the original chair in 2015, and had to exchange it in March 2016 due to warranty issues. When I went to the store to exchange it I did a reselect, and chose a different chair. The chair I chose was supposedly higher quality, I spent about $400 more on it than the original chair, hoping it wouldn't break. Less than TWO MONTHS after I received it the motor blew and it no longer functions. I contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistance. THey were great about sending someone out the same day. He came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within 3 days I should be able to get a new chair. Well, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-14 days) or choose a new chair and have NO WARRANTY on it. Well, obviously I'm not going to take an item with no warranty, since I've had to use it twice now. The conversation was on April 21st. It is now May 4th. I called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install it. This is now going to be a month without my medically necessary item, and I am beyond appalled. I have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money.
Desired Outcome:
At this point I want a new chair immediately. I feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safe. I absolutely will not wait an additional two weeks for a functioning chair.
Complaint: [redacted]
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- 11 for promised delivery. [redacted] was working today and I was leaving for a trip. The person gracious to be up on their day off to wait for a delivery that never came. Mid morning [redacted] got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him back. No call ever came. Where was the footboard?
The person we had at our house didn't want to leave until we were sure no delivery coming. When I reached my destination I called customer service was on hold 3 separate occasions for greater than 15 mins and disconnected twice. I was told that item was damaged. Is this the same piece that was supposedly damaged Thursday?. Why does the story range from it isn't on truck to it is damaged. Who is lying? You have a very inefficient customer service phone service, very inept way of conducting business. I was told that delivery can not be until wed 2/11 which is what we were told last thurs. This delay is totally unacceptable and twice you failed to provide a service you wre well paid in full for. I spoke with [redacted]'s permission to account manager named [redacted] who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for.
She arranged for early Wednesday morning delivery. If there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our need. I also requested that item be checked for damage and accounted to a manager that it is on truck for delivery. No more bogus stories. Where are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice. [redacted] stated if order is to [redacted]'s satisfaction on wed for him to call to discuss compensation for this progracted delay. I don't think anyone would be happy to not have a bed to sleep in for this many nights.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that the customer is...
having issues with
the pieces delivered in November 2014.
We have reviewed the technician report form August 30, 2016. The technician reported the foam was bunched
up on two footrests and he replaced the cores on those footrests. We are
unsure what the current issue is. This
complaint does not state what needs to be fixed. The notes in the order state that there is an
issue with a mechanism. That would be
the device that makes the chair recline.
That would have nothing to do with the technician service from
August.
We are not able to offer the service for a Saturday. The technician is routed over an hour away from
this customer’s address. We route
different areas of the state each day.
We would not be able to offer this customer a Saturday service. We do currently have this scheduled for the technician
on 12.14.16. We hope the issue the
customer is experiencing will be corrected on Wednesday.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]).
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.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[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.
Bobs Discount Furniture’s responsibility under the Goof Proof 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. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
For over a year and a half Bobs furniture continued to send me defective leather couches. As of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces back. Don't ever under any circumstances ever by furniture from Bobs. When I tried to speak to a supervisor yesterday she reduced to come onto the phone. They will sell you defective furniture. Buyer think twice before ever spending your money with these cheating pair of scales.
Good...
Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this experience
caused our customer. There is no doubt after reviewing this complaint that we
failed our customer on several different levels and we remain very embarrassed
regarding the failures we caused to 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. At this time the customer’s account reflects that
the new merchandise has been successfully delivered as of 9.22.2015.
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.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount.
Should the customer wish not to provide us with another opportunity to deliver
merchandise we can understand the reasons why in this scenario and have several
cash and carry items that can be taken from our Showrooms or pit locations as
our free gift of apology.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed two (2) options
below for the customer to choose from for compensation. Please have the
customer select (1) one option and respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
We look forward to hearing back from our customer and we apologize again for
the concerns our failures caused to her family. Kindest Regards, Stephanie A. G[redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the...
inconveniences and frustration we
have caused this customer. I do see that
all merchandise except for the one backordered dresser, were delivered on
September 1st. The nightstand
was delivered damaged and needed to be exchanged. The customer also requested a reselection on
the chaise. We picked that up on the day
we exchanged the nightstand. The next
delivery was the new piece, an end table the customer chose to replace the
chaise.
We can absolutely understand the frustration of the damaged
dresser having to be exchanged again. We
are waiting for stock from the manufacturer.
The customer does have one in the home that can be used until we receive
the replenishment stock. It was reported
that the one in the home has damaged corners the customer should absolutely use
this as their own.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 am willing to allow the company as a whole to rectify the errors made by the [redacted] location.
Sincerely,
[redacted]
Good...
Afternoon Revdex.com,
Please pass on our sincerest
apologies for the disappointment our customer is experiencing with their
merchandise and the protection plan they purchased at the time of sale.
Our records indicate that this
merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof
Proof Plus’ plan (as indicated on our website) until 4/01/2013. This
customer purchased ‘Goof Proof’ on their sale which is coverage provided thru
the Guardian company only for a variety of in home accidental damages.
The merchandise was delivered on 01/23/2013 and guaranteed against factory
defects thru Bobs for a period of one year. That year guarantee expired on
1/23/2014 (over a year ago-leaving the customer with active protection thru
Guardian only) and we received no reports of concern from this consumer within
our direct guarantee period.
We are very sorry if the customer
found our technician process to be unsatisfactory and also for the report of
rudeness from our Customer Care Agent; our technician was sent out to the home at
no charge as a courtesy to aide our customer to the best of our ability. We
find it unnecessary for any technician to remain in a home when we can
communicate more thoroughly with our customers one on one and the technician
has other services to get to. I have included photos of the damages present
(provided by our technician) and it is clear as to why these damages cannot be
repaired. There are multiple damages that have occurred off of the seams
themselves over a period of time within the customer’s possession.
In regards to the ottoman, it is
not common that a 100% POLYESTER material make up just begins to discolor on
its own. Yes, this could be the result of normal wear and tear combined with
environment however not commonly the result of factory defects. Our technician
did not deem this to be a defect in the factory’s workmanship nor does the
customer maintain the “Goof Proof Plus” plan that they are referring to
seeing on our website. Unless they have an accidental occurrence to report that
coincides with this discoloration (to Guardian) there are no active resources
available for full coverage on this ottoman.
As a one time extreme courtesy and because Bobs Discount
Furniture truly does care about our customers we can make a one time courtesy
offer for resolution. Should the customer wish to accept this courtesy offer
they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –
Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing
needed:
Courtesy Offer for Resolution:
If the customer would like to reselect to a different set we will
provide a credit (store credit) of 70%. This 70% will be based off of the
original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. In
the interest of fairness we would ask that if the customer wants the new
furniture they select to be delivered they cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We will expect to remove the current Sofa and
Ottoman 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 these items as an additional courtesy as we continue to stand behind the
integrity of our technician’s report.