Good Morning Revdex.com,
New Roman" size="3">
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
I am very sorry about the lack of care and empathy you received from us during
the transit and delivery of your purchase. I would be equally as frustrated if I
felt a company wasn’t willing to reach out and assist me as their customer. I
assure you that Bobs Discount Furniture cares very much for each and every one
of our customers.
It
is certainly our failure for providing you with a time frame and not being able
to honor that, our first concern prior to offering any customer compensation
for our failure, is to ensure that our customer receives the merchandise they
paid for. Our records indicate that you have all your merchandise in
satisfactory condition as of today (3.10.2014). Like so many other furniture
retailers, Bobs Discount Furniture runs an ‘all day delivery service’. This
means that we will arrive to your home on the day you have scheduled; however
any time frame you are provided is an estimate rather than a guarantee. It is
our responsibility at every store and with every customer to ensure that we
communicate and properly educate our customers prior to delivery. I apologize
again that you were not educated appropriately and I thank you for bringing
this concern to my attention so we can get straight to work on corrective
coaching for the unprofessional behavior you have made us aware of.
As
your delivery charge is a separate fee from your merchandise, delivery is a
service within itself. As you have received this service we would be unable to
provide you with a monetary refund of your delivery fee. As an apology for the
lack of communication and education that was provided to you we would like to
offer you a $75.00 Bobs Discount Furniture Gift Card. Please know that we do
not wish this to be perceived as an attempt to force you to shop with us again.
We would like you to have an actual item from our showroom as our apology and
we carry many accessory pieces (small and large) in the event that you would
prefer not to use out delivery service again.
Please
let me know if you will accept this offer and I will see that the gift card
request gets processed as soon as possible.
Thank
you for your time and for making this complaint so we have the opportunity to
improve our overall customer experience.
Best
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I excepted a partial refund because I was told that was all that would be offered to me. The company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.com. I cannot compete against a billion dollar company. I'm dropping the issue and accepting partial refund out of fear of getting nothing. I will never enter Bobs again.
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]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have already processed the entire delivery fee back as a refund
for the extreme inconveniences. We are
very sorry that the part order was scheduled like it was a service, wasting the
customer’s valuable time. We have
reached out to the manager of the parts department to expedite this part
order.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Only shop at bobs if u want disposable furniture that falls apart after a year. [redacted] is a joke, save your money n use it on real furniture. Bobs furniture is cartoon quality just like his ads! Customer service dept is a nightmare to deal with kept on hold for 90 min. For a manager . Wouldn't buy a doghouse from bob.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was delivered
April 2012. At the time the sale was
created the customer purchased [redacted]
This gave the customer 5 years of protection for accidental damages
through [redacted] This
merchandise came with a standard one year warranty for manufacturing
defects. The warranty for manufacturing
defects expired April 2013, almost 3.5 years ago.
A service tech from Bob’s was sent to the
home on 8.25.16 for the purpose of replacing slats. The customer had reported to us that there
were cracked slat supports. This is something
a tech would be able to replace from stock parts on this van. The tech was then shown the sectional
damages, this damage we had already informed the customer we would not be able
to offer any resolution on. The tech
looked at the bed damage, it was a cracked rail, not something a tech would be
able to fix or replace.
I see that this customer had tried to
submit a claim to [redacted] in October 2015.
They reported many damages at the same time. These reports did not follow [redacted]
policy for reporting damages. All
damages must be reported within 30 days of occurring, and the customer must be
able to give details of how the accident occurred and who caused it. None of the reported damages were reported
with these details.
We would expect that any consumer investing
in a protection plan would make themselves familiar with the details of that
plan. This plan clearly shows that it
covers accidental damages, please see attached flyer the customer was given at
time of purchase.
I can not speculate on a conversation that
took place between the customer and the salesperson over four years ago. I know the training our salespeople are
given, and I know the flyer would have been given to the customer with their
copy of the sales order.
This customer has already been given a
courtesy Best Effort service to see if there were any repairable damages. The tech was not able to repair the multiple
cracks and tears. We have no other
options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please apologize to Denise on my behalf that my first
response was unacceptable. I understand clearly where our customer’s concerns
are coming from and where the damages are located. I assure our customer that
Bobs Discount Furniture prides itself on being able to offer our customers the
best quality merchandise for the lowest price point possible.
We stand behind our technician’s abilities and the extensive
training they have received to be able to determine when damage is the result
of a factory defect or normal wear and tear. This type of damage could be
present or have originated for several reasons however the fact remains that
this damage is not the result of a factory defect or accidental occurrence and
therefore not covered under the warranty our customer purchased.
As a courtesy and because we do care about our customers
very much we can offer our customer an option for resolution that balances both
our needs as a business and our customer’s needs.
We can offer to provide our customer with an 80% store
credit based on the original price she paid for the four pieces and the storage
ottoman. If the customer wants to accept this option we will agree to cover the
cost of removing the current items in her home and delivering the new items she
selects with this store credit.
Please let me know if our customer is accepting of this
option as I genuinely do want to help solve her concerns.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
At this time we see there is a
one-time courtesy reselection for the mattresses pending. We can
offer compensation in the form of store credit now, if the customer is looking
to upgrade to more expensive mattresses or we can offer to compensate once the
mattress have been delivered.
If this customer chooses to wait to be
compensated after delivery is completed, we will offer this customer a refund
of the delivery fee ($229.99) as a final form of our apology. Please advise if
the customer accepts this generous offer of compensation. I will then create the necessary
paperwork.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Mr. or Mrs. [redacted],
face="Times New Roman" size="3">
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 including the
comprehensive protection plan we offer. In 2011 the protection plan you
purchased and coverage your merchandise maintains is honored and managed by a
company called Guardian. This information was disclosed on documentations
provided to you at the time of sale, Guardian is an excellent company who is
also Revdex.com accredited. While we are partnered with this company to offer this
plan we are unable to force them into honoring any individual’s claim for
damage.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over
time is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for nearly four years and in
that nearly four year period our records indicate that you have not reported
any issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
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 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know 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.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The business was totally incompetent not once, twice or three times...but four. A gift card for 50.00 when nothing there cost that much. Also I find it insulting due to a gift card suggest that I have to shop at Bob's again. Lesson learned I will NEVER shop there or recommend their store to anyone ever.
Sincerely,
[redacted]
DC:
Complaint: [redacted]
Complaint [redacted] has been closed and Bobs did not honnor the settlement: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.
I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The response from Bob’s Furniture is not accurate. The 2014 call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/2013. Four store managers sent many emails to their Customer Service over a 3 year span. Your neglect to respond to does not give you the right to honor the Manufacturer’s Warranty.
I was never told by anyone, that the Manufacturer’s Warranty is for service only.
I was not given any papers on their warranty. Please send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts.
Complaint: [redacted]
I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date. They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem. I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer. As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.
Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few days. Nearly 10 days later I have received no such follow up as promised. It seems as though bobs cannot get on the same page as one response different from the next. I have allowed for ample time to at least be followed up with. At this point, I'd like that pick up be arranged and I will chose a different sofa. Because this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchase. This sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the start. If I do not receive communication within 48 hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employees. This experience has been just as atrocious as the furniture itself. As stated previously, bobs has had more than ample time to implement a resolution of some sort. This game of bait and switch will be reported.
Sincerely,
[redacted]
size="3">
I have spoken with this customer today (10.28.2015) and we have
processed an agreed upon courtesy resolution for this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest
apologies for any concern our customer experienced during their deliveries with
us.
We certainly do not find it
acceptable for any person representing our company to smell of an alcohol substance
and I’ve begun personally following up on this complaint to ensure the
appropriate internal action is taken.
Regretfully we are unable to
determine if the measurement of someone’s home or entryway will fully
accommodate the size and delivery specifications needed for the furniture
selected. We remain proactive in communicating this as a consumer
responsibility via the trifold we provide at the time of purchase. We offer the
best value prices for the product we show and we have always charged the
service of delivery as a separate fee from the product itself to remain as
transparent as possible to all of our customers in (currently 64 stores) all of
our locations.
In regards to the bed delivery
time we encourage the customer to provide us with further evidence as to how
they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.
We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only
one special exception for a slot called ‘breakfast with bobs’ which is still a
three hour estimated window for arrival so the automated contact the customer
should have received from us would have detailed either ‘ 6:30am -10:30am’ or
6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,
and we have record of speaking with the customer at 8:08am. By all information
I can locate we arrived within our slated time frame window for this delivery.
We did not deny requesting what our department refers to as a “Go – Back”
request for this missed delivery. The
account indicates that the customer was unable to provide a representative to
be at the residence to wait for the team to return to that stop. Again in every
effort to remain as transparent as possible with our customers we (in the
Customer Care Office) are working in an office and we are not on the physical
truck that has the furniture. It is inappropriate to provide a customer with a
possible time frame that the team may return in as we do not know this to be
correct information. There are thousands of events that could occur to delay
the team returning to the stop they already arrived to and these events remain
beyond the control of our business. While I understand the customer’s
frustration and their inability to wait for a team to return with no estimated
timeframe- we require someone 18 years or older to be confirmed at the
residence all day so there is no chance of us returning to miss the customer
again. We certainly want to deliver any and all product that is on the truck as
returning product can not be sold as new merchandise any failure in not delivering
results in nearly a total loss for our business.
The customer’s account further
confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015
and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the
customer was re-issued and emailed information regarding their $75.00 gift card
inquiry.
We remain very sorry for the poor
impression this customer has of our business and relay that we have multiple
cash and carry items within our outlet or showroom locations that the customer
can purchase and take with them for $75.00 or under.
At this time the sale for the bed has
been fully canceled and all refunds or gift card re-issue concerns have been
resolved per our records.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.
Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.
Sincerely,
[redacted]
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern.
At this time we consider this
concern closed as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture. Bobs representatives
did not at any time contact relatives regarding payments, we would have no
knowledge of the details of the contract fulfillment, as [redacted] is not part of
Bobs.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
As for any issues with the
assembly, we did address all issues as they were presented to us. It is Bob’s policy to ask for photos when a
customer is reporting any issues after the 3 day window. It is not reasonable to expect that if you
call a business with an issue after 1:00 pm for missing parts, that a company
will be able to have a technician with those parts to your home the same
day. We do have this part in stock and
if the customer would like to provide an address, we would be happy to ship him
the correct hardware.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
New Roman" size="3">
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
I am very sorry about the lack of care and empathy you received from us during
the transit and delivery of your purchase. I would be equally as frustrated if I
felt a company wasn’t willing to reach out and assist me as their customer. I
assure you that Bobs Discount Furniture cares very much for each and every one
of our customers.
It
is certainly our failure for providing you with a time frame and not being able
to honor that, our first concern prior to offering any customer compensation
for our failure, is to ensure that our customer receives the merchandise they
paid for. Our records indicate that you have all your merchandise in
satisfactory condition as of today (3.10.2014). Like so many other furniture
retailers, Bobs Discount Furniture runs an ‘all day delivery service’. This
means that we will arrive to your home on the day you have scheduled; however
any time frame you are provided is an estimate rather than a guarantee. It is
our responsibility at every store and with every customer to ensure that we
communicate and properly educate our customers prior to delivery. I apologize
again that you were not educated appropriately and I thank you for bringing
this concern to my attention so we can get straight to work on corrective
coaching for the unprofessional behavior you have made us aware of.
As
your delivery charge is a separate fee from your merchandise, delivery is a
service within itself. As you have received this service we would be unable to
provide you with a monetary refund of your delivery fee. As an apology for the
lack of communication and education that was provided to you we would like to
offer you a $75.00 Bobs Discount Furniture Gift Card. Please know that we do
not wish this to be perceived as an attempt to force you to shop with us again.
We would like you to have an actual item from our showroom as our apology and
we carry many accessory pieces (small and large) in the event that you would
prefer not to use out delivery service again.
Please
let me know if you will accept this offer and I will see that the gift card
request gets processed as soon as possible.
Thank
you for your time and for making this complaint so we have the opportunity to
improve our overall customer experience.
Best
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I excepted a partial refund because I was told that was all that would be offered to me. The company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.com. I cannot compete against a billion dollar company. I'm dropping the issue and accepting partial refund out of fear of getting nothing. I will never enter Bobs again.
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...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have already processed the entire delivery fee back as a refund
for the extreme inconveniences. We are
very sorry that the part order was scheduled like it was a service, wasting the
customer’s valuable time. We have
reached out to the manager of the parts department to expedite this part
order.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Only shop at bobs if u want disposable furniture that falls apart after a year. [redacted] is a joke, save your money n use it on real furniture. Bobs furniture is cartoon quality just like his ads! Customer service dept is a nightmare to deal with kept on hold for 90 min. For a manager . Wouldn't buy a doghouse from bob.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was delivered
April 2012. At the time the sale was
created the customer purchased [redacted]
This gave the customer 5 years of protection for accidental damages
through [redacted] This
merchandise came with a standard one year warranty for manufacturing
defects. The warranty for manufacturing
defects expired April 2013, almost 3.5 years ago.
A service tech from Bob’s was sent to the
home on 8.25.16 for the purpose of replacing slats. The customer had reported to us that there
were cracked slat supports. This is something
a tech would be able to replace from stock parts on this van. The tech was then shown the sectional
damages, this damage we had already informed the customer we would not be able
to offer any resolution on. The tech
looked at the bed damage, it was a cracked rail, not something a tech would be
able to fix or replace.
I see that this customer had tried to
submit a claim to [redacted] in October 2015.
They reported many damages at the same time. These reports did not follow [redacted]
policy for reporting damages. All
damages must be reported within 30 days of occurring, and the customer must be
able to give details of how the accident occurred and who caused it. None of the reported damages were reported
with these details.
We would expect that any consumer investing
in a protection plan would make themselves familiar with the details of that
plan. This plan clearly shows that it
covers accidental damages, please see attached flyer the customer was given at
time of purchase.
I can not speculate on a conversation that
took place between the customer and the salesperson over four years ago. I know the training our salespeople are
given, and I know the flyer would have been given to the customer with their
copy of the sales order.
This customer has already been given a
courtesy Best Effort service to see if there were any repairable damages. The tech was not able to repair the multiple
cracks and tears. We have no other
options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Please apologize to Denise on my behalf that my first
response was unacceptable. I understand clearly where our customer’s concerns
are coming from and where the damages are located. I assure our customer that
Bobs Discount Furniture prides itself on being able to offer our customers the
best quality merchandise for the lowest price point possible.
We stand behind our technician’s abilities and the extensive
training they have received to be able to determine when damage is the result
of a factory defect or normal wear and tear. This type of damage could be
present or have originated for several reasons however the fact remains that
this damage is not the result of a factory defect or accidental occurrence and
therefore not covered under the warranty our customer purchased.
As a courtesy and because we do care about our customers
very much we can offer our customer an option for resolution that balances both
our needs as a business and our customer’s needs.
We can offer to provide our customer with an 80% store
credit based on the original price she paid for the four pieces and the storage
ottoman. If the customer wants to accept this option we will agree to cover the
cost of removing the current items in her home and delivering the new items she
selects with this store credit.
Please let me know if our customer is accepting of this
option as I genuinely do want to help solve her concerns.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our normal compensation guidelines
and policies.
At this time we see there is a
one-time courtesy reselection for the mattresses pending. We can
offer compensation in the form of store credit now, if the customer is looking
to upgrade to more expensive mattresses or we can offer to compensate once the
mattress have been delivered.
If this customer chooses to wait to be
compensated after delivery is completed, we will offer this customer a refund
of the delivery fee ($229.99) as a final form of our apology. Please advise if
the customer accepts this generous offer of compensation. I will then create the necessary
paperwork.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Mr. or Mrs. [redacted],
face="Times New Roman" size="3">
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 including the
comprehensive protection plan we offer. In 2011 the protection plan you
purchased and coverage your merchandise maintains is honored and managed by a
company called Guardian. This information was disclosed on documentations
provided to you at the time of sale, Guardian is an excellent company who is
also Revdex.com accredited. While we are partnered with this company to offer this
plan we are unable to force them into honoring any individual’s claim for
damage.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over
time is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for nearly four years and in
that nearly four year period our records indicate that you have not reported
any issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
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 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know 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.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The business was totally incompetent not once, twice or three times...but four. A gift card for 50.00 when nothing there cost that much. Also I find it insulting due to a gift card suggest that I have to shop at Bob's again. Lesson learned I will NEVER shop there or recommend their store to anyone ever.
Sincerely,
[redacted]
DC:
Complaint: [redacted]
Complaint [redacted] has been closed and Bobs did not honnor the settlement: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.
I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The response from Bob’s Furniture is not accurate. The 2014 call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/2013. Four store managers sent many emails to their Customer Service over a 3 year span. Your neglect to respond to does not give you the right to honor the Manufacturer’s Warranty.
I was never told by anyone, that the Manufacturer’s Warranty is for service only.
I was not given any papers on their warranty. Please send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts.
[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date. They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem. I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer. As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.
Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few days. Nearly 10 days later I have received no such follow up as promised. It seems as though bobs cannot get on the same page as one response different from the next. I have allowed for ample time to at least be followed up with. At this point, I'd like that pick up be arranged and I will chose a different sofa. Because this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchase. This sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the start. If I do not receive communication within 48 hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employees. This experience has been just as atrocious as the furniture itself. As stated previously, bobs has had more than ample time to implement a resolution of some sort. This game of bait and switch will be reported.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
I have spoken with this customer today (10.28.2015) and we have
processed an agreed upon courtesy resolution for this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for any concern our customer experienced during their deliveries with
us.
We certainly do not find it
acceptable for any person representing our company to smell of an alcohol substance
and I’ve begun personally following up on this complaint to ensure the
appropriate internal action is taken.
Regretfully we are unable to
determine if the measurement of someone’s home or entryway will fully
accommodate the size and delivery specifications needed for the furniture
selected. We remain proactive in communicating this as a consumer
responsibility via the trifold we provide at the time of purchase. We offer the
best value prices for the product we show and we have always charged the
service of delivery as a separate fee from the product itself to remain as
transparent as possible to all of our customers in (currently 64 stores) all of
our locations.
In regards to the bed delivery
time we encourage the customer to provide us with further evidence as to how
they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.
We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only
one special exception for a slot called ‘breakfast with bobs’ which is still a
three hour estimated window for arrival so the automated contact the customer
should have received from us would have detailed either ‘ 6:30am -10:30am’ or
6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,
and we have record of speaking with the customer at 8:08am. By all information
I can locate we arrived within our slated time frame window for this delivery.
We did not deny requesting what our department refers to as a “Go – Back”
request for this missed delivery. The
account indicates that the customer was unable to provide a representative to
be at the residence to wait for the team to return to that stop. Again in every
effort to remain as transparent as possible with our customers we (in the
Customer Care Office) are working in an office and we are not on the physical
truck that has the furniture. It is inappropriate to provide a customer with a
possible time frame that the team may return in as we do not know this to be
correct information. There are thousands of events that could occur to delay
the team returning to the stop they already arrived to and these events remain
beyond the control of our business. While I understand the customer’s
frustration and their inability to wait for a team to return with no estimated
timeframe- we require someone 18 years or older to be confirmed at the
residence all day so there is no chance of us returning to miss the customer
again. We certainly want to deliver any and all product that is on the truck as
returning product can not be sold as new merchandise any failure in not delivering
results in nearly a total loss for our business.
The customer’s account further
confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015
and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the
customer was re-issued and emailed information regarding their $75.00 gift card
inquiry.
We remain very sorry for the poor
impression this customer has of our business and relay that we have multiple
cash and carry items within our outlet or showroom locations that the customer
can purchase and take with them for $75.00 or under.
At this time the sale for the bed has
been fully canceled and all refunds or gift card re-issue concerns have been
resolved per our records.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.
Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.
Sincerely,
[redacted]
Good Afternoon Revdex.com,...
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern.
At this time we consider this
concern closed as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture. Bobs representatives
did not at any time contact relatives regarding payments, we would have no
knowledge of the details of the contract fulfillment, as [redacted] is not part of
Bobs.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
As for any issues with the
assembly, we did address all issues as they were presented to us. It is Bob’s policy to ask for photos when a
customer is reporting any issues after the 3 day window. It is not reasonable to expect that if you
call a business with an issue after 1:00 pm for missing parts, that a company
will be able to have a technician with those parts to your home the same
day. We do have this part in stock and
if the customer would like to provide an address, we would be happy to ship him
the correct hardware.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison