Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had such a poor
experience with Bob’s. We look at every
delivery failure as a serious issue; the failures that involve children are
especially difficult. The first delivery
the headboard came with a crack. This is
not an issue we would have known about before delivery as the boxes are not
opened in the warehouse before loading.
We are very sorry that this delivery was never completed and sorry we
have lost this customer’s trust. The
merchandise is being picked up 11.23.16 for a complete refund.
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture
Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please
pass on our apologies to our customer for the aggravation we have caused. While
it is normal procedure for our technician’s to call in using the customer’s
phone (so we have the appropriate time to speak with the customer directly
while the technician moves onto his next assignment) there is no excuse for the
allegations of an extreme language barrier or improper preparedness of the
technician. We thank our customer for escalating these concerns and assure our
customer that these are offenses we consider unacceptable.
We have
reviewed the customer’s product concern at an executive level and agree with
our customer that the nature of this concern is relatable to the coverage
associated with the purchased protection plan.
The current sectional is not a part of
our stocked product line up any longer and for any single claim, the limit of
liability under this plan is the replacement of the affected furniture item
with a new replacement piece of equal value, excluding taxes per the state law
of MA.
We are happy to offer the customer a
reselection credit totaling the price paid for the five (5) sectional pieces
originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.
This
option for resolution fulfills the protection plan originally purchased and
will allow the customer to visit any Bobs Discount Furniture showroom within
the next two (2) months and select another living room set using their associated
store credit. The plan will also cover the cost of delivering the new
merchandise selected and removing the five (5) sectional pieces currently in
the home on the same date. We fully expect to remove all sectional pieces
receiving credit on the same date we deliver the newly selected items.
Should
the customer wish to have this option for resolution processed please ask that
they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the
necessary paperwork and have our retail location reach out to them with notice
of the active store credit.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First I filed claim in June of 2013 with their goof proof plan which I bough for $ 150 and uploaded pictures as they told me to do and made multiple phone calls but no response.
Second its been 10 months and I told them that the arm rest of couch was broken and also had stains in the middle seat. I can not keep a broken couch in my house for so long and keep waiting for them to come and fix it. When they do not even call me back.
I did throw away the couch because I knew no one was going to come and fix it.
After purchasing more then $3000 plus of furniture from them they ripped me off for $ 150.
Will never buy anything from them and tell my friends and family to do the same.
Sincerely,
[redacted]
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is 5 minutes from my home. The mattress is great.
HOWEVER, their delivery people [redacted] LEMONS.
I'm over 70. I could have picked up the mattress from the store as I have an SUV and someone who could have helped. But I needed to have the old mattress removed. The sales person Imani told me that if I paid $99 for delivery, they WOULD take the old mattress away. NO qualifications were stated.
The delivery driver was a NASTY piece of work. We had the old mattress ALREADY down on the first floor by the door to save the delivery man time and work. The old mattress had a water stain due to a FIRE in my house.He refused to take the old mattress. Said 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it. (I had packaging tape and a box cutter handy). He REFUSED to wait for the 2 minutes it would have taken.
I would have refused the delivery if I didn't NEED the new mattress.
The driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the door. They didn't even bother to remove the plastic it was wrapped in. *I* had to struggle to take it off. Those mattresses are HEAVY.
I spent 3.5 HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their part. I WAS REFUSED TWICE.
I WILL NEVER BUY FROM BOB'S AGAIN. They can go to H___.
I have NEVER had a company not try to placate a customer is SOME way. They would not budge an INCH.
BUYER BEWARE.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
This case started in August 27,2015 and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $200 table or $75 check, when I paid $764.00 for my dining room table. I want what was promised to me when I purchased the $764.00 table either repair or to be replaced in equal value. [redacted] can send a technician to repair my $764.00 table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance.
[redacted]
I reached out to [redacted] by phone today
(8.15.2014) on the number he has provided in this complaint. I have left a
message with my direct contact information so that I can directly assist our
customer in resolving this concern. I am very sorry for any troublesomeness [redacted]
has endured while seeking to get his concern rectified and I am eager to
receive his return call so that Bobs Discount Furniture can offer our customer
the satisfaction he deserves.
Thank You for the opportunity to make it
right,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman" size="3">
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
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 thoroughly hope that you have learned from this experience and move forward in a way which you improve your business practices and costumer services towards EVERYONE, not just myself.
Sincerely,
[redacted]
Revdex.com,
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year manufacturing guarantee period.
Bonded Leather offered the look of luxury at a much more affordable price point
and as its name depicted, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. When this material became available from our manufacturers Bob’s like
many other retailers believed it was just short of a miracle.
We
have since found that many of our customers have experienced the adhesion has
separated causing a bubbling or peeling of the top leather. As this has affected so many of our customers
we have made it our policy to offer a reselection to those customers that
advise us they have this concern.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 100% of the
original cost you paid for the [redacted] sofa and loveseat, this would be a
reselection credit. We will waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
reply back to the Revdex.com mediation service if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit. I would also like to know if you can provide
any details of the conversation you mention in your complaint. As this is not our policy, I would like to
know if the customer recalls when this conversation took place and the name of
the agent that gave this false information. That is an opportunity for retraining.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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.
Thanks a million to Revdex.com. You guys made it possible. They replace the sofa today and the problem is resolved. Me and my family is so happy after a month frustration. Thank you God bless America and Revdex.com Regards [redacted]
Complaint: [redacted]
I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We provide a general flyer at the time of sale that very
clearly indicates there are some exclusion(s) to the protection plan and the
document further encourages the consumer to read their full plan documents for
the list of exclusions. As the manager of the plan, [redacted] is responsible for
sending the consumer the plan documents. Should the customer decide that they
would like to review the complete plan documents as the flyer suggests and they
don’t have these documents, we assume (as any retailer would) that the customer
would then try and obtain said documents for review. Had we been made aware of
the need for these terms and conditions we most certainly would have provided
them upon any request. As it is not typically a document we provide we
literally have no way of knowing whether the consumer has received the complete
plan or not and we see no reason not to trust that [redacted] is continually
sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached both the
sales flyer (we provided at the time of sale) and the terms and conditions
([redacted] provides) for your review. Please see the below section on the right
side of the page via page number two (2) of the terms and conditions page:
PRODUCT SPECIFIC COVERAGE:
1. FABRIC:
b) [redacted] Standard – Basic coverage plus
grass, grease, ballpoint pen ink,
iodine, nail
polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,
crayon and
ballpoint pen ink marks totaling more than 6 inches in length are
considered preventable and will not be
covered.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the marker damage. As stated in the terms and
conditions [redacted]’s rule is that any stain from ink over 6 inches is
considered preventable. Regretfully if this inspection indicates stains 6
inches in length (or larger) exist we will be unable to help further facilitate
a dispute between our company and the [redacted] company.
To move forward please advise the customer that we require a
minimum of two (2) pictures (in color) for each item that is listed in the
report to [redacted]. I have listed the requirements below to ensure our request
is specifically notated:
-2 Photos of the Sofa
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
sofa
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
loveseat
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Ottoman
- 1 Picture
that clearly shows the entire facing surface of the ottoman
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
(Minimum of 6
photos please)
We will
review these photos and respond with what, if any, options for resolution we
may have to offer this customer.
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. Normally
we do agree with our technician reports, but in this case I can see the piece
is extremely well cared for, there is reason to believe it may be a defect. 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).
If this customer would like to accept an
exchange on the sofa, reply to the Revdex.com mediation service and we will create the
paperwork and the customer can call and schedule the exchange
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hello,
I have several issues with the response from Bob's, mostly because they have stopped communicating with me.
1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint. I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed. In addition, the drawers are difficult to open. The Service team was a no-show and since I have already missed 8 days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call.
2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed. Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed.
3) The cash compensation offered for the bunk bed is approximately 1/6 of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue. I have not been able to receive a response on any compensation for the Queen Bed issue.
4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">
We spoke with our customer this afternoon (10.20.2015) and
scheduled to have the living room furniture removed for a refund. We have also
included a partial delivery fee refund and a partial protection plan refund
based on the price paid for the sectional. The customer understands that they
will be mailed a check for the refund amount once the merchandise has been
removed from the home and returned to our distribution center.
We look forward to satisfying our customer with the delivery
for the remaining dining room chair on 10.24.2015 and apologize to our customer
for the disappointments they have experienced with this sales order overall.
Good Afternoon Revdex.com-
10pt;">This is certainly not how we expect our salespeople to
act. This is not representative of the
Bob’s culture. We will absolutely offer to compensate this customer.
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 the 15th largest furniture retailer 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.
At this time we would like to offer a $75 ECard to this
customer. We hope that the customer can accept this offer as a token of our
apology. If the customer would like to
accept, please reply to the Revdex.com that this is accepted and we will process the
paperwork to the Gift Card Department.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had such a poor
experience with Bob’s. We look at every
delivery failure as a serious issue; the failures that involve children are
especially difficult. The first delivery
the headboard came with a crack. This is
not an issue we would have known about before delivery as the boxes are not
opened in the warehouse before loading.
We are very sorry that this delivery was never completed and sorry we
have lost this customer’s trust. The
merchandise is being picked up 11.23.16 for a complete refund.
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good...
Afternoon Revdex.com,
At this time we are just as shocked as our customer is that the
part has yet to arrive. We fully confirmed with our vendor that the part was in
transit as indicated in our previous response. I have been trying since
3.20.2015 to get a response from our vendor on where their container shipment
is and have been unable to receive a response back. As originally disclosed our
business did not assemble this item, therefore the replacement shelf was not
needed as a result of our failures, we also verified with our Quality Control
Department that there have been no returning tables as a result of incorrect or
inefficient hardware included with these tables. As of right now, not being able
to procure information about the shipment and the shipment not arriving as we
expressed is most certainly a failure we can and do take ownership and responsibility
for.
In regards to the approved and processed refund on this purchase
part order, this was voided due to lack of follow up on the customer’s part. First
we communicated via Revdex.com how the customer could get this processed immediately
and our records confirm that our retail location attempted to contact this customer
to get the refund fully processed as well. The refund was voided by our
Accounting Department because we are unable to keep open unclaimed money on
accounts. Our records further indicate that a message was left for our customer
on 1.27.2015 advising that the paperwork could be reinstated at anytime after
she contacted us to provide her credit card information.
Should the customer agree to decline the offer of refund on the
cost of the part order we will agree to provide a factory fresh model of this
table to the customer and cover the cost of delivering the new table to their
residence. Should the customer wish to accept this option for even exchange it
is best that they contact our Customer Care Offices directly to schedule the
even exchange date as the availability of the table and/or open delivery dates
is/are subject to change.
In reference to the sofa the customer mentions in this complaint I
am uncertain as to whether our customer needs assistance with this item. In one
portion the customer mentions that they are very happy with the item and then
in another part of the complaint they indicate there is a concern with this
item. Our records show no report of concern being made to us on this item, if
the customer needs assistance under their warranty coverage with the sofa we
are happy to help and just asked to be informed of the concern.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,...
Please
pass on our apologies to our customer for the aggravation we have caused. While
it is normal procedure for our technician’s to call in using the customer’s
phone (so we have the appropriate time to speak with the customer directly
while the technician moves onto his next assignment) there is no excuse for the
allegations of an extreme language barrier or improper preparedness of the
technician. We thank our customer for escalating these concerns and assure our
customer that these are offenses we consider unacceptable.
We have
reviewed the customer’s product concern at an executive level and agree with
our customer that the nature of this concern is relatable to the coverage
associated with the purchased protection plan.
The current sectional is not a part of
our stocked product line up any longer and for any single claim, the limit of
liability under this plan is the replacement of the affected furniture item
with a new replacement piece of equal value, excluding taxes per the state law
of MA.
We are happy to offer the customer a
reselection credit totaling the price paid for the five (5) sectional pieces
originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.
This
option for resolution fulfills the protection plan originally purchased and
will allow the customer to visit any Bobs Discount Furniture showroom within
the next two (2) months and select another living room set using their associated
store credit. The plan will also cover the cost of delivering the new
merchandise selected and removing the five (5) sectional pieces currently in
the home on the same date. We fully expect to remove all sectional pieces
receiving credit on the same date we deliver the newly selected items.
Should
the customer wish to have this option for resolution processed please ask that
they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the
necessary paperwork and have our retail location reach out to them with notice
of the active store credit.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First I filed claim in June of 2013 with their goof proof plan which I bough for $ 150 and uploaded pictures as they told me to do and made multiple phone calls but no response.
Second its been 10 months and I told them that the arm rest of couch was broken and also had stains in the middle seat. I can not keep a broken couch in my house for so long and keep waiting for them to come and fix it. When they do not even call me back.
I did throw away the couch because I knew no one was going to come and fix it.
After purchasing more then $3000 plus of furniture from them they ripped me off for $ 150.
Will never buy anything from them and tell my friends and family to do the same.
Sincerely,
[redacted]
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is 5 minutes from my home. The mattress is great.
HOWEVER, their delivery people [redacted] LEMONS.
I'm over 70. I could have picked up the mattress from the store as I have an SUV and someone who could have helped. But I needed to have the old mattress removed. The sales person Imani told me that if I paid $99 for delivery, they WOULD take the old mattress away. NO qualifications were stated.
The delivery driver was a NASTY piece of work. We had the old mattress ALREADY down on the first floor by the door to save the delivery man time and work. The old mattress had a water stain due to a FIRE in my house.He refused to take the old mattress. Said 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it. (I had packaging tape and a box cutter handy). He REFUSED to wait for the 2 minutes it would have taken.
I would have refused the delivery if I didn't NEED the new mattress.
The driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the door. They didn't even bother to remove the plastic it was wrapped in. *I* had to struggle to take it off. Those mattresses are HEAVY.
I spent 3.5 HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their part. I WAS REFUSED TWICE.
I WILL NEVER BUY FROM BOB'S AGAIN. They can go to H___.
I have NEVER had a company not try to placate a customer is SOME way. They would not budge an INCH.
BUYER BEWARE.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
This case started in August 27,2015 and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $200 table or $75 check, when I paid $764.00 for my dining room table. I want what was promised to me when I purchased the $764.00 table either repair or to be replaced in equal value. [redacted] can send a technician to repair my $764.00 table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance.
[redacted]
Good Afternoon Revdex.com,
I reached out to [redacted] by phone today
(8.15.2014) on the number he has provided in this complaint. I have left a
message with my direct contact information so that I can directly assist our
customer in resolving this concern. I am very sorry for any troublesomeness [redacted]
has endured while seeking to get his concern rectified and I am eager to
receive his return call so that Bobs Discount Furniture can offer our customer
the satisfaction he deserves.
Thank You for the opportunity to make it
right,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman" size="3">
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
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 thoroughly hope that you have learned from this experience and move forward in a way which you improve your business practices and costumer services towards EVERYONE, not just myself.
Sincerely,
[redacted]
Good
Afternoon...
Revdex.com,
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year manufacturing guarantee period.
Bonded Leather offered the look of luxury at a much more affordable price point
and as its name depicted, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. When this material became available from our manufacturers Bob’s like
many other retailers believed it was just short of a miracle.
We
have since found that many of our customers have experienced the adhesion has
separated causing a bubbling or peeling of the top leather. As this has affected so many of our customers
we have made it our policy to offer a reselection to those customers that
advise us they have this concern.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 100% of the
original cost you paid for the [redacted] sofa and loveseat, this would be a
reselection credit. We will waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
reply back to the Revdex.com mediation service if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit. I would also like to know if you can provide
any details of the conversation you mention in your complaint. As this is not our policy, I would like to
know if the customer recalls when this conversation took place and the name of
the agent that gave this false information. That is an opportunity for retraining.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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.
Thanks a million to Revdex.com. You guys made it possible. They replace the sofa today and the problem is resolved. Me and my family is so happy after a month frustration. Thank you God bless America and Revdex.com Regards [redacted]
Complaint: [redacted]
I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We provide a general flyer at the time of sale that very
clearly indicates there are some exclusion(s) to the protection plan and the
document further encourages the consumer to read their full plan documents for
the list of exclusions. As the manager of the plan, [redacted] is responsible for
sending the consumer the plan documents. Should the customer decide that they
would like to review the complete plan documents as the flyer suggests and they
don’t have these documents, we assume (as any retailer would) that the customer
would then try and obtain said documents for review. Had we been made aware of
the need for these terms and conditions we most certainly would have provided
them upon any request. As it is not typically a document we provide we
literally have no way of knowing whether the consumer has received the complete
plan or not and we see no reason not to trust that [redacted] is continually
sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached both the
sales flyer (we provided at the time of sale) and the terms and conditions
([redacted] provides) for your review. Please see the below section on the right
side of the page via page number two (2) of the terms and conditions page:
PRODUCT SPECIFIC COVERAGE:
1. FABRIC:
b) [redacted] Standard – Basic coverage plus
grass, grease, ballpoint pen ink,
iodine, nail
polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,
crayon and
ballpoint pen ink marks totaling more than 6 inches in length are
considered preventable and will not be
covered.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the marker damage. As stated in the terms and
conditions [redacted]’s rule is that any stain from ink over 6 inches is
considered preventable. Regretfully if this inspection indicates stains 6
inches in length (or larger) exist we will be unable to help further facilitate
a dispute between our company and the [redacted] company.
To move forward please advise the customer that we require a
minimum of two (2) pictures (in color) for each item that is listed in the
report to [redacted]. I have listed the requirements below to ensure our request
is specifically notated:
-2 Photos of the Sofa
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
sofa
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
loveseat
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Ottoman
- 1 Picture
that clearly shows the entire facing surface of the ottoman
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
(Minimum of 6
photos please)
We will
review these photos and respond with what, if any, options for resolution we
may have to offer this customer.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. Normally
we do agree with our technician reports, but in this case I can see the piece
is extremely well cared for, there is reason to believe it may be a defect. 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).
If this customer would like to accept an
exchange on the sofa, reply to the Revdex.com mediation service and we will create the
paperwork and the customer can call and schedule the exchange
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hello,
I have several issues with the response from Bob's, mostly because they have stopped communicating with me.
1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint. I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed. In addition, the drawers are difficult to open. The Service team was a no-show and since I have already missed 8 days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call.
2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed. Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed.
3) The cash compensation offered for the bunk bed is approximately 1/6 of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue. I have not been able to receive a response on any compensation for the Queen Bed issue.
4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]Thank you for your quick response. Here are the pictures you requested.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">
We spoke with our customer this afternoon (10.20.2015) and
scheduled to have the living room furniture removed for a refund. We have also
included a partial delivery fee refund and a partial protection plan refund
based on the price paid for the sectional. The customer understands that they
will be mailed a check for the refund amount once the merchandise has been
removed from the home and returned to our distribution center.
We look forward to satisfying our customer with the delivery
for the remaining dining room chair on 10.24.2015 and apologize to our customer
for the disappointments they have experienced with this sales order overall.
Good Afternoon Revdex.com-
10pt;">This is certainly not how we expect our salespeople to
act. This is not representative of the
Bob’s culture. We will absolutely offer to compensate this customer.
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 the 15th largest furniture retailer 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.
At this time we would like to offer a $75 ECard to this
customer. We hope that the customer can accept this offer as a token of our
apology. If the customer would like to
accept, please reply to the Revdex.com that this is accepted and we will process the
paperwork to the Gift Card Department.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture