I am very sorry for the failures that our customer
has had to endure based off of our errors. We expect all of our professionals
to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’
are honored. We anticipate the agreements with our customer during their time
of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to
our attention so we may have the opportunity to address the obvious coaching
concerns we have. I assure this customer that Bobs Discount Furniture cares
very much for his concerns and our intention was never to create inconvenience
for him during his Bobs experience.
Bob’s prides itself on providing
our customer quality service and the best value product for the price. Our
primary focus is on ‘Making It Right’ so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further
reflects that the dresser we planned to ship to him today was damaged during
transit and we spoke with him earlier today to schedule a new delivery date of
8.26.2014 to resolve the current concern with that specific item. Again,
certainly not our intention to take up more of [redacted]’s and his wife’s valuable time
and we thank him for his extreme patience with us while we work to make our
failures right by him.
While it is not normal procedure to do so, I
recognize that we have caused our customer a great deal of inconvenience. For
that reason, I have made a note that once we have made everything right, we
will review this customer’s account to determine if further action should to be
taken. Please advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with them. If our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any, further
resolution will be offered at that time.
I genuinely apologize again for the impression our
customer has been left with of our business.
[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 would like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in 3 days!!! Pretty funny how fast they responded after you were involved, thanks again!!!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced...
while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business ([redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred that it may have been
the dog jumping on it. By [redacted]’s
guidelines this is not a verifiable accident.
It is a preventable incident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale). If this is damage along the seam we can offer
this customer a courtesy service and have one of our technicians come to the
home to see if they can close the opening.
If this customer can submit at least 2 photos of the damage, one close
up one a few feet away, we can determine if a tech can repair.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and...
desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]
Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing...
her to return the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in their set.
The customer’s merchandise is far past any warranty our
business communicated via the original sales invoice and while we stand behind
the quality of our product we do reserve the right to view the merchandise
before assessing what courtesy options may
be available for resolution.
Merchandise from any retailer is continually discontinued for several reasons
and most of these reasons have nothing to do with the item’s wear pattern. This
set was delivered over three years ago and in order to keep up with changing
trends and home fashion most of our sets have been changed within the past
three years.
Please ask the customer to submit photos of their
merchandise (to the Revdex.com) so we can assess the overall quality and condition of
the items, if there are no signs of use beyond normal wear and tear we will
respond with what courtesy options we may
have to offer for recourse.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased.[redacted] ([redacted]is known as their parent company) is a third party
company and we have, for many years, experienced a vast amount of approved
claims through this third party company. Our customer’s are usually very happy
with the outcome of their reported claim and based on the price they paid for
the coverage our sales associates and sales managers would have no reason not
to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates what is covered by this protection plan and
further indicates that there are some exclusion(s) to the protection plan.
In this consumer’s specific case I have attached copies
of the sales flyers we had in rotation within our showrooms during the period
of time this customer purchased. The accidental portion of the plan, again not
honored by Bobs as indicated on these sheets as well as the customer’s sales
receipt, covers a large variety of staining occurrences for leather product.
Stains caused by “jeans” is not a coverable occurrence listed here and therefore
would not qualify for coverage under this protection plan. The ink stain is
listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan
(think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the
plan fair for all customers alike – this fact is also notated on both these flyers
for consumers knowledge.
Bobs Discount Furniture is able to offer recourse
relating to factory defects under this plan and we apologize that we do not
have the ability to overturn the choices or guidelines of a different company
when it comes to the coverage for accidents.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike.
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount Furniture. This customer is demanding
that we make a special exception for them outside of all expressed and written
policies. As a business we are unable to overturn the choices made by a completely
separate business. We are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happiness. Please note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business.
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60).
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery. Unfortunately even with his efforts, Bob's can not deliver the hutch. We will be picking it up this week from the [redacted] store.
No effort was made from the original store, [redacted], just that they told us it was no longer available, especially the customer service person [redacted], very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"... Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] store... I would shop at his store anytime!
Thank you!
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]
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 have placed a call to Bob's furniture and scheduled the appointment for delivery of the new tables and pick up of the current tables.
Thank you so much for your help!
Sincerely,
[redacted]
size="3">
Please pass on our apologies for any disappointment
this customer is experiencing with the protection plan purchased in 2012 or the
service they have received from our offices.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, email address, and address
provided here and can only access a sales order that was recently delivered on
04.04.2015 (this sales order includes no dining room set).
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers/purchaser name(s) that may bring up their account
records for this dining room set.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards, ...⇄ />
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company.
With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it.
Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed.
I purchased a bedroom set with cash before thanksgiving. The set was delivered two weeks later on December 5, 2015 30 minutes past the 4 hour wait time with the footboard missing. The reorder was delivered on December 9, 2015 with a promise of compensation for the footboard and assembly of the bed. Once the bed was assembled it was discovered that the bed slacks to hold the mattress was missing. Customer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December 22 2015. I asked for an earlier date with little positive response from this customer service person. I then asked the customer service person was it expected that I sleep on the floor for two weeks with no response. I asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep on. The customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, 2015 three days before her original order of the correct slacks. Again inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customer. I am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encountered. I have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a joke. I have also and will spread the word to avoid bobs furniture at all cost. After this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furniture. The customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, 2015 twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacks. I had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom set. Finally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furniture. I'm really expecting to be kissed when being bumped on my head with their sweet response.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October 2015 and at that time the customer purchased the option of [redacted] Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
[redacted] has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into [redacted] and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. [redacted] has set up for a
technician to come to the home to repair the damage from the urine.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the least they could do for me since I feel like I been robbed by Bob's Furniture and the "great" Goof Proof however I have just purchase a home and I would never ever make any purchase from them and I will never recommend any relatives neither friends. In this case the least they could do is return my money they have robbed from me. I highly recommend, and I have made purchases from [redacted] and they sell great quality and I have not had any problems.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasions. The first time was when they delivered the adjustable beds. I was not home and delivery team did not assemble them. I asked them to return and pick everything up, they never showed up. My son assembled the beds so My husband and I had something to sleep on. The motor on first one the then other base quit working. They switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke). That was when Ryan, Sales manager, called me back to return the entire purchase. Then he called back and would not return the mattresses.
At the time they offered to take the adjustable back (after four bases). I told them I wanted the full refund and this was not over.
I spoke with the [redacted] store manager, I asked him to credit the mattresses. From the beginning this has been a nightmare. I asked if I still get the 100 days to try out the mattresses. I was told, 60 days. This was confirmed by the salesman, Samm, with the clearance center Manager confirming. 60 days, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than 30 days.
Samm and I then went to main desk and Chris the "Store" Manager verify this 60 days. Chris then replied with the same 60 days, but you must keep them for a minimum of 30 days.
Now, Chris is saying they are not returnable because they where on clearance. Why would I have to keep them for a minimum of 30 days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have dealt with Bob's before and they never replace anything. This is the second time.They are legally taking money from people and always find an excuse not to fix or replace the product. I will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a person. I have 4 pieces and the others have not broke. It seems to me that there was a problem with the one piece.
Sincerely,
[redacted]
I have
contacted [redacted] today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address). I am very sorry for the
frustrations [redacted] has endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with.
I
eagerly await [redacted] contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted]
line-height: 15pt;">I am very sorry for the multiple issues you
have encountered. I can assure you that
this is not the typical Bob’s experience.
I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware. If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues. I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed. The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer.
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement.
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I apologize
to [redacted] that she did not find my first response helpful. As explained we are
unable to offer [redacted] a monetary refund on her table or resolution for the
customer caused damage concerns given the evidence present when the situation
is reviewed in its entirety. I felt offering an alternate option as a courtesy
would be kind as [redacted] alleges her sales experience (when the protection plan
was explained) was not up to the par we expect.
Our original
offer for resolution still stands.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
I am very sorry for the failures that our customer
has had to endure based off of our errors. We expect all of our professionals
to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’
are honored. We anticipate the agreements with our customer during their time
of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to
our attention so we may have the opportunity to address the obvious coaching
concerns we have. I assure this customer that Bobs Discount Furniture cares
very much for his concerns and our intention was never to create inconvenience
for him during his Bobs experience.
Bob’s prides itself on providing
our customer quality service and the best value product for the price. Our
primary focus is on ‘Making It Right’ so that our customer is satisfied with
the product that they have purchased from us. We currently have a delivery
scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further
reflects that the dresser we planned to ship to him today was damaged during
transit and we spoke with him earlier today to schedule a new delivery date of
8.26.2014 to resolve the current concern with that specific item. Again,
certainly not our intention to take up more of [redacted]’s and his wife’s valuable time
and we thank him for his extreme patience with us while we work to make our
failures right by him.
While it is not normal procedure to do so, I
recognize that we have caused our customer a great deal of inconvenience. For
that reason, I have made a note that once we have made everything right, we
will review this customer’s account to determine if further action should to be
taken. Please advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with them. If our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any, further
resolution will be offered at that time.
I genuinely apologize again for the impression our
customer has been left with of our business.
[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 would like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in 3 days!!! Pretty funny how fast they responded after you were involved, thanks again!!!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced...
while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business ([redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred that it may have been
the dog jumping on it. By [redacted]’s
guidelines this is not a verifiable accident.
It is a preventable incident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale). If this is damage along the seam we can offer
this customer a courtesy service and have one of our technicians come to the
home to see if they can close the opening.
If this customer can submit at least 2 photos of the damage, one close
up one a few feet away, we can determine if a tech can repair.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and...
desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]
Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing...
her to return the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in their set.
The customer’s merchandise is far past any warranty our
business communicated via the original sales invoice and while we stand behind
the quality of our product we do reserve the right to view the merchandise
before assessing what courtesy options may
be available for resolution.
Merchandise from any retailer is continually discontinued for several reasons
and most of these reasons have nothing to do with the item’s wear pattern. This
set was delivered over three years ago and in order to keep up with changing
trends and home fashion most of our sets have been changed within the past
three years.
Please ask the customer to submit photos of their
merchandise (to the Revdex.com) so we can assess the overall quality and condition of
the items, if there are no signs of use beyond normal wear and tear we will
respond with what courtesy options we may
have to offer for recourse.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased.[redacted] ([redacted]is known as their parent company) is a third party
company and we have, for many years, experienced a vast amount of approved
claims through this third party company. Our customer’s are usually very happy
with the outcome of their reported claim and based on the price they paid for
the coverage our sales associates and sales managers would have no reason not
to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates what is covered by this protection plan and
further indicates that there are some exclusion(s) to the protection plan.
In this consumer’s specific case I have attached copies
of the sales flyers we had in rotation within our showrooms during the period
of time this customer purchased. The accidental portion of the plan, again not
honored by Bobs as indicated on these sheets as well as the customer’s sales
receipt, covers a large variety of staining occurrences for leather product.
Stains caused by “jeans” is not a coverable occurrence listed here and therefore
would not qualify for coverage under this protection plan. The ink stain is
listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan
(think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the
plan fair for all customers alike – this fact is also notated on both these flyers
for consumers knowledge.
Bobs Discount Furniture is able to offer recourse
relating to factory defects under this plan and we apologize that we do not
have the ability to overturn the choices or guidelines of a different company
when it comes to the coverage for accidents.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good...
Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike.
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount Furniture. This customer is demanding
that we make a special exception for them outside of all expressed and written
policies. As a business we are unable to overturn the choices made by a completely
separate business. We are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happiness. Please note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business.
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60).
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery. Unfortunately even with his efforts, Bob's can not deliver the hutch. We will be picking it up this week from the [redacted] store.
No effort was made from the original store, [redacted], just that they told us it was no longer available, especially the customer service person [redacted], very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"... Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] store... I would shop at his store anytime!
Thank you!
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]
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 have placed a call to Bob's furniture and scheduled the appointment for delivery of the new tables and pick up of the current tables.
Thank you so much for your help!
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies for any disappointment
this customer is experiencing with the protection plan purchased in 2012 or the
service they have received from our offices.
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records.
I have looked under the name, phone number, email address, and address
provided here and can only access a sales order that was recently delivered on
04.04.2015 (this sales order includes no dining room set).
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers/purchaser name(s) that may bring up their account
records for this dining room set.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company.
With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it.
Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed.
Sincerely,
[redacted]
I purchased a bedroom set with cash before thanksgiving. The set was delivered two weeks later on December 5, 2015 30 minutes past the 4 hour wait time with the footboard missing. The reorder was delivered on December 9, 2015 with a promise of compensation for the footboard and assembly of the bed. Once the bed was assembled it was discovered that the bed slacks to hold the mattress was missing. Customer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December 22 2015. I asked for an earlier date with little positive response from this customer service person. I then asked the customer service person was it expected that I sleep on the floor for two weeks with no response. I asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep on. The customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, 2015 three days before her original order of the correct slacks. Again inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customer. I am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encountered. I have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a joke. I have also and will spread the word to avoid bobs furniture at all cost. After this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furniture. The customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, 2015 twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacks. I had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom set. Finally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furniture. I'm really expecting to be kissed when being bumped on my head with their sweet response.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October 2015 and at that time the customer purchased the option of [redacted] Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
[redacted] has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into [redacted] and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. [redacted] has set up for a
technician to come to the home to repair the damage from the urine.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the least they could do for me since I feel like I been robbed by Bob's Furniture and the "great" Goof Proof however I have just purchase a home and I would never ever make any purchase from them and I will never recommend any relatives neither friends. In this case the least they could do is return my money they have robbed from me. I highly recommend, and I have made purchases from [redacted] and they sell great quality and I have not had any problems.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasions. The first time was when they delivered the adjustable beds. I was not home and delivery team did not assemble them. I asked them to return and pick everything up, they never showed up. My son assembled the beds so My husband and I had something to sleep on. The motor on first one the then other base quit working. They switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke). That was when Ryan, Sales manager, called me back to return the entire purchase. Then he called back and would not return the mattresses.
At the time they offered to take the adjustable back (after four bases). I told them I wanted the full refund and this was not over.
I spoke with the [redacted] store manager, I asked him to credit the mattresses. From the beginning this has been a nightmare. I asked if I still get the 100 days to try out the mattresses. I was told, 60 days. This was confirmed by the salesman, Samm, with the clearance center Manager confirming. 60 days, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than 30 days.
Samm and I then went to main desk and Chris the "Store" Manager verify this 60 days. Chris then replied with the same 60 days, but you must keep them for a minimum of 30 days.
Now, Chris is saying they are not returnable because they where on clearance. Why would I have to keep them for a minimum of 30 days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have dealt with Bob's before and they never replace anything. This is the second time.They are legally taking money from people and always find an excuse not to fix or replace the product. I will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a person. I have 4 pieces and the others have not broke. It seems to me that there was a problem with the one piece.
Sincerely,
[redacted]
Good Morning Revdex.com,
I have
contacted [redacted] today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address). I am very sorry for the
frustrations [redacted] has endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with.
I
eagerly await [redacted] contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted]
line-height: 15pt;">I am very sorry for the multiple issues you
have encountered. I can assure you that
this is not the typical Bob’s experience.
I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware. If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues. I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed. The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer.
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement.
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I apologize
to [redacted] that she did not find my first response helpful. As explained we are
unable to offer [redacted] a monetary refund on her table or resolution for the
customer caused damage concerns given the evidence present when the situation
is reviewed in its entirety. I felt offering an alternate option as a courtesy
would be kind as [redacted] alleges her sales experience (when the protection plan
was explained) was not up to the par we expect.
Our original
offer for resolution still stands.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison