size="3">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an 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 wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 2 piece sectional and the
ottoman. We have included the [redacted]f
Plan in the credit so that it can be applied to the new merchandise. We will also waive a new delivery fee.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her property claim has been correctly filed with
the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution. They will be reaching out
to the customer for the damage to her personal property.
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
Tracy S[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. I will take the credit and keep the furniture
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We have reviewed the account and agree...
with the customer
that in this case the new delivery fee should be waived. We apologize that the customer was inconvenienced
in this way. We have corrected the
reselection credit to reflect 100% credit for the chair and no new delivery fee
to be charged. The team will remove this
chair from the home when the new piece is delivered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with a
senior manager Lori to rectify the situation and reach a satisfactory outcome. The
paperwork has been completed; the customer provided the credit card information
to refund to at 6:24pm on 10.18.16. The credit card company requires a standard
of 3-5 business days to post to the customer’s account. The credits that were created as corporate
check refunds have been released and the check will be cut 10.19.16 and mailed
to the address on this complaint.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
After 4 months of having our new sofa the fabric was coming away from the cushions and ripped. First call to customer service 11/27/15 sent pictures and was told it can't be covered under manufactures defect because I didn't know how it happened. Called again and was told I should call [redacted] and tell them there was an accident and they would cover it, oh also never received a contract for the extended coverage. The drivers stated they left it in the care kit box, which has never been opened and is sealed in plastic. Again sent pictures and spoke with supervisors twice who both stated thy were looking into how to solve this and they would call me back. Never received a call. After endless hours on the phone getting nowhere I told them I wanted a service tech to come look at it it I would contact an attorney. When he looked at the sofa he said it defiantly is a manufactures defect and its covered. He also stated he sees this a lot with this material. This is now March 2016. We had the choice of replacing it with the same sofa or picking out a different one with a store credit. Of course we didn't want the same one so we found a sofa that was $100.00 more which was fine, until we did the paperwork and they want us to pay the sales tax on the new sofa. We already paid tax on the defective one, I was happy to pay tax on the $100.00 difference . No luck, they blame the State of CT. But the state don't sell me the furniture Bobs did. After an hour on hold for a supervisor they tell me I can get a store credit?? I will never purchase anything from Bobs again!!!!! All I want is to a check for the sales tax on my original purchase, which by the way will be in Bobs pit to be resold!!!!! Very dissatisfied customer!!!!!!
As of
today – 1.30.2016- I am not certain this customers desired settlement remains
the same.
Our
records indicate that they have an even exchange scheduled to take place on
2.04.2016 and have also arranged to purchase (and pick up) an additional item
from us that matches their original living room set.
Our
records further depict that we have provided our customer with compensation
(multiple compensations) and I am confident that any sales communication
concern was addressed by our retail management directly.
Our
business is currently looking forward to the exchange scheduled for 2.04.2016 and
we thank our customer for working with us directly to address their complaints.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Morning Revdex.com,
We are sorry for the issues the customer has experienced. The
Guardian Insurance carrier you called to report the claim only covers
accidents. If there was no accident,
this should have never been reported to them.
I have attached the Goof Proof handout for future reference. I someone gets sick, or spills a glass of
soda on the sofa, call them, that would be covered. They only cover accidents.
The other side of the Goof Proof is through Bob’s. We cover manufacturing issues. I do see that this is set up for an exchange
for 8.22.16. We certainly hope that as
of this afternoon this customer’s issues will all have been addressed and
corrected.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I would have accepted this however - the bed was out of stock. My original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was 199.99. This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the 30 dollars that I should have been charged is ok? 50 dollars doesn't cover the 3 days of lost wages I experienced due to the multiple mistakes you made. All I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes. (Attachment is receipt stating delivery fee)
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Sir /
Madam,
I don’t know if
you noticed Ms Tracy’s response but I don’t believe she does have any
intentions in helping their customer or honoring their warranty. Ms Tracy’s
response was that she “RESEARCHED” the issue and her feedback was based on her research. I can tell that I don’t
believe her research was adequate because she probably relied on the
information in front of her computer, mostly the inspection report which as I
have mentioned in my compliant was fabricated to suit Bob’s needs. The tech on
site did tell us that there is something wrong and he sees abnormal sagging on
the mattress, he then steps outside to call his “office” and when he returns
completely changes his story and writes the report and goes away without
notifying us. These are the steps of wrong doing, how could Ms Tracy not see
this, how could she not call the tech and ask him why he said those things. I
have 2 witness that can confirm he said that there is significant sagging on
the mattress.
On a minimum Bob’s
should have dispatched another tech or a supervisor or something to either
confirm their tech’s story or mine. I am sure they didn’t do this because the
next tech would see the same and if would probably be a disadvantage to them to
get this re-tested. Also, Bob’s customer service had assured us that a supervisor
will call us and if I am not satisfied with this report I can call in 30-days
to open a new case. Based on Ms Tracy’s last message, I am interpreting that
she states that I have no recourse on this matter like ever, the 20+ year warranty
just went down the drain because I opened a case and it was rejected.
I believe this
is their business model, lure the customer in, say a bunch of lies, make false
promises and when the time comes reject the claim not just for that one time
but for the entire course of the warranty which would make the warranty null so
that they will never have to honor any more requests at all.
Based on the
last message, yes I want to dispute the technicians report and I don’t accept
the vendor response because the technician has lied on his report and the
vendor is fully aware of this. At a minimum before further actions, I would
like the vendor to send another tech to validate. I have attached the pictures
and I have no pictures but due size restrictions I could not upload them to
your site. If you provide me with another way I would be more than happy to upload
them.
The pictures are
for the queen mattress and the bedframe that mattress currently sits on which
was also purchased from Bob’s. As mentioned on the complaint, we did have the
mattress on a different frame only to see if a box spring would help with the
issue which it didn’t. Besides the week the mattress has always been on the bedframe
for the picture that is attached which as mentioned was purchased from Bob’s
and has no provision for a box spring
I would sincerely
ask Better Business to please not take this lightly as this is a very serious
matter of a vendor not honoring their warranty claims.
Sincerely,
[redacted]
Good Morning -
size="3" face="Times New Roman">
We are sincerely sorry for the concerns represented in this
complaint. It is obvious that we have inconvenienced
this customer. We approve the customer’s
request to have the refund of the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment MC (it will not process to any other card except the original card). When this is completed and the credit card
number is entered into the transactions the refund should process back to you
within 3-5 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information and complete the
processing.
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
This is my second time rejecting your respond. I only want
what I was promise. This is to replace the damaged items. I was told a number
of times by the sales people that if anything were to happen to the Furniture it could be replaced as I told. I called [redacted]
a number of times no one’s picks up. I spoke to a rep from bob’s and I was told
that someone from [redacted] would be calling me back (which has yet to happen)
Please do as you promise when I was told to purchase the products.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">I have researched this account and reviewed the claim/photos
of these items as submitted to [redacted].
Please pass on our apologies to the customer for the disappointment
she has experienced with the [redacted] company. As we are a separate organization
all together I have reached out to our customer via telephone today (9.25.2015)
and left her a message with my direct phone number for contact back
(###-###-####). I would like to discuss the option we have available for
resolution directly with our customer and look forward to speaking with her
when she able to return my call.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa...
andloveseat in 2012 for $799.00; the material composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products. Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.
Good Afternoon Revdex.com-
We are sincerely sorry that the...
exchange was not completed
for this customer on the scheduled date of 10.28.16. We see that the customer had recently moved
and the exchange was created under the original delivery address. This has been approved to be refunded, once
the pickup is completed. The customer
should reach out to customer care to schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This is not acceptable to me. The cores that they sent and installed less than a week ago are already flattening. This is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptable. I need a full refund and fit then to pick up the couch as soon as possible.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] %3
Good Afternoon Revdex.com,
0pt; tab-stops: 334.5pt;">We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer on 01/29/2014 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on this sleeper sofa mattress. We are not able to remove
the moldy mattress from the home but will provide the customer with the funds
to get a new replacement mattress via our showroom. Should the customer select
another Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of
mold that may occur due to the environment this memory foam mattress
resides within.
The store credit number associated with this resolution is: [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Please accept my apologies for your dissatisfaction with the
merchandise. I would also like to personally apologize to you for not spelling your name correctly on my original reply to you. It was never our intention to fail you so poorly while seeking to
resolve the original defect concern you experienced. I am positive that we do
not deliver refurbished bedding under the sales agreement for new bedding. Our
records reflect that we are dispatching a service professional to your
residence today (7.29.2014) to address the concerns your current foundation
has. Our service professional has vast product knowledge and I am confident
that he can provide you with an explanation as to why this support piece of
wood rests inside the make up of this foundation.
Again, I am truly sorry you are not satisfied with this
merchandise and our goal is to satisfy you through service today. If you are
still unsatisfied after service today, our technician can call into our
customer care department on your behalf and we can discuss replacing the
current foundation you have in your home. If you’d like to speak with me
directly after the service to discuss other options for recourse please feel
welcome to contact me directly at ###-###-####.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an 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 wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 2 piece sectional and the
ottoman. We have included the [redacted]f
Plan in the credit so that it can be applied to the new merchandise. We will also waive a new delivery fee.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her property claim has been correctly filed with
the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution. They will be reaching out
to the customer for the damage to her personal property.
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
Tracy S[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. I will take the credit and keep the furniture
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We have reviewed the account and agree...
with the customer
that in this case the new delivery fee should be waived. We apologize that the customer was inconvenienced
in this way. We have corrected the
reselection credit to reflect 100% credit for the chair and no new delivery fee
to be charged. The team will remove this
chair from the home when the new piece is delivered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with a
senior manager Lori to rectify the situation and reach a satisfactory outcome. The
paperwork has been completed; the customer provided the credit card information
to refund to at 6:24pm on 10.18.16. The credit card company requires a standard
of 3-5 business days to post to the customer’s account. The credits that were created as corporate
check refunds have been released and the check will be cut 10.19.16 and mailed
to the address on this complaint.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
After 4 months of having our new sofa the fabric was coming away from the cushions and ripped. First call to customer service 11/27/15 sent pictures and was told it can't be covered under manufactures defect because I didn't know how it happened. Called again and was told I should call [redacted] and tell them there was an accident and they would cover it, oh also never received a contract for the extended coverage. The drivers stated they left it in the care kit box, which has never been opened and is sealed in plastic. Again sent pictures and spoke with supervisors twice who both stated thy were looking into how to solve this and they would call me back. Never received a call. After endless hours on the phone getting nowhere I told them I wanted a service tech to come look at it it I would contact an attorney. When he looked at the sofa he said it defiantly is a manufactures defect and its covered. He also stated he sees this a lot with this material. This is now March 2016. We had the choice of replacing it with the same sofa or picking out a different one with a store credit. Of course we didn't want the same one so we found a sofa that was $100.00 more which was fine, until we did the paperwork and they want us to pay the sales tax on the new sofa. We already paid tax on the defective one, I was happy to pay tax on the $100.00 difference . No luck, they blame the State of CT. But the state don't sell me the furniture Bobs did. After an hour on hold for a supervisor they tell me I can get a store credit?? I will never purchase anything from Bobs again!!!!! All I want is to a check for the sales tax on my original purchase, which by the way will be in Bobs pit to be resold!!!!! Very dissatisfied customer!!!!!!
Good Afternoon Revdex.com,...
As of
today – 1.30.2016- I am not certain this customers desired settlement remains
the same.
Our
records indicate that they have an even exchange scheduled to take place on
2.04.2016 and have also arranged to purchase (and pick up) an additional item
from us that matches their original living room set.
Our
records further depict that we have provided our customer with compensation
(multiple compensations) and I am confident that any sales communication
concern was addressed by our retail management directly.
Our
business is currently looking forward to the exchange scheduled for 2.04.2016 and
we thank our customer for working with us directly to address their complaints.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good...
Morning Revdex.com,
We are sorry for the issues the customer has experienced. The
Guardian Insurance carrier you called to report the claim only covers
accidents. If there was no accident,
this should have never been reported to them.
I have attached the Goof Proof handout for future reference. I someone gets sick, or spills a glass of
soda on the sofa, call them, that would be covered. They only cover accidents.
The other side of the Goof Proof is through Bob’s. We cover manufacturing issues. I do see that this is set up for an exchange
for 8.22.16. We certainly hope that as
of this afternoon this customer’s issues will all have been addressed and
corrected.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I would have accepted this however - the bed was out of stock. My original invoice which I am happy to give a copy to the Revdex.com states that my delivery fee was 199.99. This means not only was in inconvenienced but I was charged extra for it! You didn't have the bed in stock and then attempted to deliver half of it, and now you think refunding the 30 dollars that I should have been charged is ok? 50 dollars doesn't cover the 3 days of lost wages I experienced due to the multiple mistakes you made. All I ask, is the full refund of my delivery fee, as I lost a lot more due to the need to be home for multiple delivery mistakes. (Attachment is receipt stating delivery fee)
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Sir /
Madam,
I don’t know if
you noticed Ms Tracy’s response but I don’t believe she does have any
intentions in helping their customer or honoring their warranty. Ms Tracy’s
response was that she “RESEARCHED” the issue and her feedback was based on her research. I can tell that I don’t
believe her research was adequate because she probably relied on the
information in front of her computer, mostly the inspection report which as I
have mentioned in my compliant was fabricated to suit Bob’s needs. The tech on
site did tell us that there is something wrong and he sees abnormal sagging on
the mattress, he then steps outside to call his “office” and when he returns
completely changes his story and writes the report and goes away without
notifying us. These are the steps of wrong doing, how could Ms Tracy not see
this, how could she not call the tech and ask him why he said those things. I
have 2 witness that can confirm he said that there is significant sagging on
the mattress.
On a minimum Bob’s
should have dispatched another tech or a supervisor or something to either
confirm their tech’s story or mine. I am sure they didn’t do this because the
next tech would see the same and if would probably be a disadvantage to them to
get this re-tested. Also, Bob’s customer service had assured us that a supervisor
will call us and if I am not satisfied with this report I can call in 30-days
to open a new case. Based on Ms Tracy’s last message, I am interpreting that
she states that I have no recourse on this matter like ever, the 20+ year warranty
just went down the drain because I opened a case and it was rejected.
I believe this
is their business model, lure the customer in, say a bunch of lies, make false
promises and when the time comes reject the claim not just for that one time
but for the entire course of the warranty which would make the warranty null so
that they will never have to honor any more requests at all.
Based on the
last message, yes I want to dispute the technicians report and I don’t accept
the vendor response because the technician has lied on his report and the
vendor is fully aware of this. At a minimum before further actions, I would
like the vendor to send another tech to validate. I have attached the pictures
and I have no pictures but due size restrictions I could not upload them to
your site. If you provide me with another way I would be more than happy to upload
them.
The pictures are
for the queen mattress and the bedframe that mattress currently sits on which
was also purchased from Bob’s. As mentioned on the complaint, we did have the
mattress on a different frame only to see if a box spring would help with the
issue which it didn’t. Besides the week the mattress has always been on the bedframe
for the picture that is attached which as mentioned was purchased from Bob’s
and has no provision for a box spring
I would sincerely
ask Better Business to please not take this lightly as this is a very serious
matter of a vendor not honoring their warranty claims.
Sincerely,
[redacted]
Good Morning -
size="3" face="Times New Roman">
We are sincerely sorry for the concerns represented in this
complaint. It is obvious that we have inconvenienced
this customer. We approve the customer’s
request to have the refund of the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment MC (it will not process to any other card except the original card). When this is completed and the credit card
number is entered into the transactions the refund should process back to you
within 3-5 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,...
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
This is my second time rejecting your respond. I only want
what I was promise. This is to replace the damaged items. I was told a number
of times by the sales people that if anything were to happen to the Furniture it could be replaced as I told. I called [redacted]
a number of times no one’s picks up. I spoke to a rep from bob’s and I was told
that someone from [redacted] would be calling me back (which has yet to happen)
Please do as you promise when I was told to purchase the products.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">I have researched this account and reviewed the claim/photos
of these items as submitted to [redacted].
Please pass on our apologies to the customer for the disappointment
she has experienced with the [redacted] company. As we are a separate organization
all together I have reached out to our customer via telephone today (9.25.2015)
and left her a message with my direct phone number for contact back
(###-###-####). I would like to discuss the option we have available for
resolution directly with our customer and look forward to speaking with her
when she able to return my call.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa...
andloveseat in 2012 for $799.00; the material composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products. Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.
Good Afternoon Revdex.com-
We are sincerely sorry that the...
exchange was not completed
for this customer on the scheduled date of 10.28.16. We see that the customer had recently moved
and the exchange was created under the original delivery address. This has been approved to be refunded, once
the pickup is completed. The customer
should reach out to customer care to schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This is not acceptable to me. The cores that they sent and installed less than a week ago are already flattening. This is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptable. I need a full refund and fit then to pick up the couch as soon as possible.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] %3
Good Afternoon Revdex.com,
0pt; tab-stops: 334.5pt;">We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
Kindest Regards, ...⇄
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer on 01/29/2014 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on this sleeper sofa mattress. We are not able to remove
the moldy mattress from the home but will provide the customer with the funds
to get a new replacement mattress via our showroom. Should the customer select
another Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of
mold that may occur due to the environment this memory foam mattress
resides within.
The store credit number associated with this resolution is: [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Please accept my apologies for your dissatisfaction with the
merchandise. I would also like to personally apologize to you for not spelling your name correctly on my original reply to you. It was never our intention to fail you so poorly while seeking to
resolve the original defect concern you experienced. I am positive that we do
not deliver refurbished bedding under the sales agreement for new bedding. Our
records reflect that we are dispatching a service professional to your
residence today (7.29.2014) to address the concerns your current foundation
has. Our service professional has vast product knowledge and I am confident
that he can provide you with an explanation as to why this support piece of
wood rests inside the make up of this foundation.
Again, I am truly sorry you are not satisfied with this
merchandise and our goal is to satisfy you through service today. If you are
still unsatisfied after service today, our technician can call into our
customer care department on your behalf and we can discuss replacing the
current foundation you have in your home. If you’d like to speak with me
directly after the service to discuss other options for recourse please feel
welcome to contact me directly at ###-###-####.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison