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Sentinel Industries, Inc

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Sentinel Industries, Inc Reviews (2227)

Good Morning Revdex.com,

size="3">
We do apologize sincerely that our customer has experienced multiple
concerns with a defective product.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
As indicated in our Service Policy (listed on the customer’s
invoice and commonly signed by the consumer prior to leaving our store) we will
replace an affected item or offer a reselection to our customer. The customer
is choosing not to reselect to an alternate item and in this case we are
willing to work outside of policy in an effort to meet our customer in a fair
and adequate manner.
We have created the paperwork necessary to pick up the merchandise
(less the bed protector), refund the cost of special order fee, and the price
paid towards insurance on the merchandise. The original delivery fee charged and
the bed protector (for health reasons) are non refundable. We feel that this
offer is fair and adequate as we have other options for resolution in place to
best benefit our customer however the customer is demanding that we make an
exception for them as an individual.
The customer’s refund can be fully processed back to them once the
merchandise has been removed from the home and checked into our inventory
system (this can take 24-48 business hours after pickup), regretfully our accounting
system will not allow for a refund to be processed any sooner and this is one
of the main reasons we recommended selecting a different product so that there
is no loss of actual furniture in the home.
We apologize again for any and all inconveniences the product’s
failures have caused our customer and ask that the customer contact us directly
to schedule a date for removal of the merchandise (less the bed protector). The
paperwork will remain active in our system for two months and we look forward
to hearing from our customer so that we can move forward with scheduling the
return date and get this process started.
Customer Care Office
1800-569-1284
Mon- Sat: 6:30a -8:00p
Sunday: 10:30a – 7:00pm

Complaint: [redacted]
I am rejecting this response because: My wife nor I
was not offered compensation from anyone, the technician that came over said
he was only here for the pictures and would submit them to the company, and
that was that. I would have accepted the repair in a minute because this is all
we wanted from the beginning, but we were told in two correspondences no. All Bob
wanted to do is give our money back from the goof proof plus plan. If what you
are saying is true, why didn’t we know about this repair deal? We would gladly
accept the repair deal. 
 
 
The
copy of the email received
[redacted]
Hello
[redacted],
Regretfully,
Being
that the damage is pet damage we will not be covering the damages, as I stated
if you would like to be refunded for the plan I would be more than happy to do
so.
Sincerely,
Bobs
Discount Furniture
Sincerely,
[redacted]

Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customer. We can certainly
understand the customer’s frustration.
We can offer this customer the option of
have the bed assembled during the delivery of the rug on 5/28/16.  This has been added to the route in the event
the customer would like it completed at that time.
I tried to call the customer 5/27/16 1:45pm
the voicemail was full and I was not able to leave a message.  I have set up the property claim for the
TV.  The depot will be reaching out to
the customer regarding this claim.  This
company, [redacted], employees the team that made the delivery.
If this customer would like to call in to
customer care regarding the possibility of having someone come out 5/27/16 for
the bed, they can advise when the they are home and we can see if it is
possible to get someone out, or the customer can wait and we can definitely
have this completed when the team delivers the rug. 
This customer is absolutely entitled to
compensation for the multiple deliveries, missing merchandise and poor
delivery.  We do only offer compensation
one time, once the delivery is completed. 
This compensation is offered as a Bob’s Gift Card.  I will check back on this customer when I return
to the office Tuesday.  If I do not see
that the customer has discussed and accepted compensation I will reach out at
that time to discuss.  
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,

size="3">
This concern has been fully researched by our Accounting Team,
upon review of the customer’s bank statement it was confirmed that the timing
of the postings are the issue. There is no duplicate charge from Bobs Discount
Furniture for $728.91.
The customer should contact her bank to clear up the postings to
her account.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damaged. I feel that I should be given at least a $300 gift card because I make way more than that a dayat work, and. Excuse of their failure to  inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again.
 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I believe that [redacted]’s complaint should be resolved at this
time. I have just finished sending the customer a verification email in regards
to the compensation agreements we made and have completely processed to [redacted]. At
this point I respectfully ask that [redacted] close his complaint or inform me on how
he requires assistance further, I have made it clear to [redacted] on several
occasions that I am always available to directly assist him through my email
address or my direct phone number.
Kind Regards,
[redacted]
Customer Care Corporate Liaison
Bobs Discount Furniture

Good Afternoon Revdex.com,
face="Calibri">I have read the customer’s concerns and I am able to offer
as a courtesy to cover the cost on the Goof Proof insurance on the new
order.   I do believe after reviewing the
customer’s account this would be the only recourse we could offer at this
time.  I have updated the order to show
that the [redacted] sectional that is scheduled to be delivered on 2/12/16 has the
insurance coverage.
Please express our deepest apologizes to this customer; with
the new delivery we hope we can redeem ourselves to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframe. When you look at the furtuniture in the showroom, you are looking at pieces that are already put together. There is a foundation and mattress on top of the frame so the customer does not see what the frame looks like. The sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/4  thick pieces of wood. We were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two years. Nor were we advised that there was an option to add or change pieces of the frame. While I understand that Bobs feels this sufficent the quality of the frame is questionable. Even in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems. 
I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years old. The bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on it. We purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of delivery.
As you noted a technician did come and assess the bed as I had a complaint about backpain. The technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than 2 years time.
The quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company.
[redacted]

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old...

bedding with the purchase of new bedding. In the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home.  I apologize if this was not explained to you previously as it  appears that the situation may have been mishandled on both sides. I understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $25.00 or issue a $50 gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you,[redacted]

Good Morning Revdex.com,

size="3">
We are very sorry for any confusion that has been rendered as a
result of the conversations held with our agents. During the time of sale (in
OCT of 2014) we sold and delivered this customer the exact model of furniture
that we displayed, disclosed (there is a placard of material makeup in front of
each living room on our sales floors) and I am assuming sat on by the customer.
Sometime after the customer took possession of this merchandise
the vendor and most of the furniture industry in its entirety (not Bobs
Discount Furniture directly) decided to start manufacturing living room seats
with the inclusion of memory foam and not just high density foam. We were
advised by many of our vendors that they would be sending new sets with this
memory foam seating and then our floor models were swapped out. There is absolutely
no reason why a memory foam seat would “sag” and high density foam would not “sag”.
If there is "sagging" present in the merchandise that shouldn’t be it
is most likely related to a factory defect and not the specific type of foam
that is used. Our business has been selling sets and carrying warranties on
high density foam seats for over twenty years. There are literally millions of
customer around the United States that maintain high density foam cores with no
factory defect present in their living room furniture. Again, our business does
not deceive our customers and this consumer was delivered the exact model
selected during their time of purchase.
This customer’s merchandise is experiencing a factory defect
within warranty and our business has offered multiple routes for resolution by
taking responsibility for this defect. Furniture today is built on an assembly
line at the factory, like any other furniture retailer (or any other business
for that matter) regretfully there are sometimes products that come off of the
assembly line with defects. It normally does take time for these defects to
show up and we stand behind the quality of our product and make it right by our
customers with fair and adequate options for resolution. The fact remains that
just because one product is manufactured with a defect it does not make the
entire product line or the entire inventory of our store defective.
The customer is able to receive one of the following options for
resolution and is asked to contact our Customer Care Call Center ([redacted])
when they are ready to move forward with resolving their concern:
-         
We will ship new seating (as the vendor makes
the set with memory foam now, of
course the customer can expect to receive memory foam seats)
OR
-         
We will exchange the set for a factory fresh
version (as the vendor makes the set with memory foam now, of course the customer can expect to receive memory foam
seats)
OR
-         
The customer will be provided with a store
credit (based on purchase price) and given a timeline of two months to re visit
our showroom and pick out a set that they believe will better suit their
standards.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that this customer is...

not completely
satisfied with the [redacted] sleeper purchased from Bob’s in January 2016.  I have reviewed the service technician report
from November and the photos the tech took while in the home.  I agree that a part order would be the best
recourse.  I have created that part order
and the two seat casings will be shipped directly to the home.  These parts are ordered directly from the
vendor and must be shipped.  This customer
should expect to receive the casings the first week of January.  We apologize for the inconvenience. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: 
 
The amount of money that I spent in your store was $619.49 for the table and 6 chairs which was a package.   
I used my store credit of $325.54 and paid $293.95 on three credit cards.  
I truly would be content with the same table which I understand is not possible because it was discontinued, and would gladly select a table that matches the six chairs I would have to keep due to not being refunded on them.   The chairs are in great condition and some even still have the plastic on them that it was delivered with.   Unfortunately there is not one table that matches the finish of the Montreal set which was medium oak.   I not only attempted to check out the tables, but I spoke to two separate reps from Bobs including a salesperson from the store I purchased my furniture from.   There is absolutely nothing at all that matches.  Not even close.   
I truly just wanted the same table or something similar and that is not available.   How am I supposed to have a dining room set in which the colors are completely different? Would you do that in your home?   This is my first home and I worked extremely hard to pay for everything I have and I do not think its right that I would have to have a mismatched set. I also feel that I should not have to add money in order to repurchase everything.  
Aside from the headaches and being pushed back and forth from Bobs and [redacted], the lack or information given to customers with the warranty and what it entails is extremely lacking and reps are unorganized. According to Bobs it is not a manufacturing issue and according to [redacted], it is not a single occurrence.   Ok many of the tiny spots were not, but the large one was a single occurrence but it will not be covered.      I have spent well over 5 hours collectively trying to solve this issue for well over a month and a half now.  Not only is it frustrating and annoying to waste my time, but it is also confusing due to the back and forth and also the dates recorded were wrong on several occasions when they said I purchased it and when I received it and when it was inspected.  
I would love to speak to you directly to solve this problem because as the two reps I spoke to earlier, they cannot do anything for me and only you can and you were not available and when I called on Monday, I was on hold literally for over 45 minutes and unfortunately had to hang up before anyone spoke to me. 
 
If possible do you have an extension or email address?   My husband will be home all day after 11 am tomorrow.  And could be reached at the home phone number ###-###-####
I have been extremely cordial and just want to solve this problem.  
Sincerely,
[redacted]

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...

customer during their service technician experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome.  This customer has an exchange scheduled for
4/27/16.
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ... /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,

size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. 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.
In this consumer’s specific case I
have attached both the sales flyer (we provided at the time of sale) and the
terms and conditions (Guardian provides) for your review. Please see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page 2 and continues to page 3) within the protection plan:
 
EXCLUSIONS
TO COVERAGE:
 
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded
on split hides used in seating areas.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and either dispute the claim with Guardian on their behalf or make the
customer a one time only courtesy offer for resolution should we feel
necessary. Further reading of the terms and conditions page will also indicate
that an accident needs to be reported for any occurrence to be covered and that
accumulation of several damages is not covered. It is reasonable for any
furniture protection plan to expect that the merchandise is in overall good
condition prior to an incident being reported under this plan.
To move forward please advise the
customer that we require a minimum of three (3) pictures (in color) for the
sofa. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Sofa:
               
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
-
1 Picture that clearly shows the damage marks at close range
                 -1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Due to the nature of this complaint, we...

have reached out to
the customer directly to discuss our offer of resolution.  There was some confusion on the protection
plan and which company the customer should be reaching out to for damages, we
hope that we have helped to clarify.  The
customer has accepted our offer and will reply to the Revdex.com mediation service.  We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,

size="3">
Please pass on our sincerest apologies for the multiple deliveries
of the bookcase and the understandable inconvenience these deliveries caused to
our customer. As a retailer we take our responsibility seriously to honor the
original agreement we have made to deliver our customer the factory fresh (non-damaged)
merchandise they selected and paid for via our showroom. This customer’s account reflects that all merchandise concerns have
been fully rectified as of July 3, 2015. We acknowledge the reasons why our
customer is seeking a further form of apology and stand behind the value that a
Bobs Discount Furniture Gift Card holds today and always.
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us expand
into new markets and continue to grow as rapidly as we have. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount.
Should the customer wish not to provide us with another opportunity to deliver
merchandise we can understand the reasons why in this scenario and have several
cash and carry items that can be taken from our Showrooms or pit locations as
our free gift of apology by using a gift card.
Should our customer wish to accept our offer of further apology we
will be happy to process and mail out a Bobs Discount Furniture Gift Card in
the amount of $50.00.
Please ask that the customer respond to this Revdex.com communication as
satisfied to have this gift card offer processed and we will mail this gift out
in approximately 10-14 business days from the date we receive their response.
For all purposes of confirmation the Bobs Discount Furniture Gift
Card (if accepted) will be mailed to:
[redacted]
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry for the concern...

listed on this
complaint.  We absolutely believe it is
unacceptable that this has been going on for over two months.  We feel at this point we may have to take
over the claim.  Can the customer please
forward to the Revdex.com a photo of the damaged door and a copy of the estimate?  Once we have received those we will reach out
to the customer directly with a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
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. We do not deliver “used” product
under the pretense that the product is new and as the retailer we have taken
full responsibility for the damages that may have occurred at the factory
overseas or during the extensive transit the merchandise endures prior to
arriving to our customer.
We have resolved the majority of the
original product concerns and delivered the customer the majority of their merchandise
originally expected in good condition. While it is far beyond our normal policies
to do so, we addressed this customer’s high level of aggravation by offering a
further form of apology right away (two days after the original delivery) of
monetary means. As indicated above our business normally seeks to make the
concern right (honoring our original agreement with the consumer) before
providing a further form of apology. As the issues occurred with the delivery
we refunded the delivery fee charged. Again on 12.30.2014 we offered another
apology in the form of a Bobs Discount Furniture Gift Card prior to the
concerns being fully resolved.
We currently have an even exchange
scheduled for the foundation on 1.17.2015 to resolve the remaining cosmetic
concern with this merchandise.
We have continued as a business to address
this individual’s concern the moment it is presented to us and work out of our
normal guidelines because we realize the level of dissatisfaction this consumer
is emulating as a result of our failures. Once the foundation has been
exchanged any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretion. We do not
offer apology amounts based off of any individual’s time and we are unable to
offer a discount off of factory fresh product that stands in the home in good
condition.
At this time we are looking forward to completely
resolving this customer’s concern on 1.17.2015 and should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
1.17.2015. We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]

Good Afternoon Revdex.com-
Due to the intricate nature of this...

complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer and can
advise the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,...


Please pass on our apologies to the
customer for the disappointment they are experiencing with the product and for
the lack of care they feel their concern is being addressed with.
We provide a ‘natural characteristics’
poster in our stores that describes the likely and expected traits for this
type of product. I have attached this document for Revdex.com and consumer’s review
for this claim.
When the customer initially reported
their concern we believed the report indicated a disappointment with the
natural characteristics of this piece therefore we offered a one time courtesy
exchange. Now after the second table delivery we still believe the customer is
communicating a disappointment with the natural characteristics of the item. In
an effort to please the customer we provided the option to them of picking a
different product (not made with stone) that may suit their expectations
better. As a business we must take into consideration that with this offer we
are now agreeing to remove another table that has nothing structurally wrong
with it due to customer preference. In all fairness our business did not fail
our customer in delivering adequate product that is up to the manufacturing
standards of the piece. As a retailer we also took proactive action to make the
consumer aware of what should be expected of this piece prior to the initial
sale being completed (by displaying the stone poster information in location).
If the customer still wishes to make a
reselection on the table because they are unhappy with the natural character of
this item we will agree, as another courtesy, to waive the new delivery fee associated
with the reselection.
If the customer disputes this response
because they truly believe their table is structurally damaged they are welcome
to send thru photos of these damages and we will review these pictures with our
Service Management Team to see if any further resolution offer should be made
off of the current table top in the home.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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