size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. I have reviewed the photos that were sent
in. As this is damage in a small area
and except for the damaged area the pieces look very well cared for, we will
offer recourse. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to exchange
the Lawrence sofa only we will provide a credit (store credit). The exchange will fulfill the Goof Proof
plan, the plan allows for unlimited parts and service, but only a one time
replacement. If the customer would like to purchase a new [redacted] Plan they
can advise the store, the new plan would be an additional 99.99 to have the
sofa covered for five years. We will waive the new delivery fee. The credit is in the system today and will be
available until 3/12/17 at which time it will expire.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th.
Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.i
Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed.
and Neysa-
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period.
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 over three years and in
that period our records indicate that you have not reported any issues to us
before now. The Bobs warranty on your merchandise expired over two 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. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
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 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. This would be a store credit of $599 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.
Or
we can offer a credit to keep the set in the home as is with no warranty. This would
be $299 offered back to your original form of payment [redacted] or as a corporate
check.
Please let me know which of these options 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,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [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 there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) for your
review.
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 [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered). Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted. It is extremely dark. We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Morning Revdex.com,
Please pass on our sincerest apologies for the concerns our
customer experienced with the assembly of their product. As a furniture
retailer we maintain a certain amount of trust for the hardware needed to be
included in the packaging that most of the overseas manufacturers send us. We
assure our customer we are just as shocked and disappointed as they are that
the items were unable to be fully assembled during their delivery. On approximately
4,000 deliveries a day this is not a common concern therefore we always anticipate
being able to set up the merchandise as we display it in our showroom.
We take full responsibility for any concerns of failure resulting
in our customer’s disappointment and we fully expect that any hardware our
system reads as “in stock” is shipped and received by the customer within 5-7
business days of the order being processed. We have an in-house parts department that is
permitted to speak with the manufacturers (if needed), however most requests
for missing or incomplete hardware can be arranged and shipped within the time
line stated above. We feel terrible that the customer left their communication
feeling unconfident about our abilities to care for them and pledge to address
the coaching concerns that this communication has presented us with.
In regards to resolution: Our customer has selected to levy this
specific concern thru alternate channels and has been working directly with one
of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this
concern fully resolved.
We encourage our customer to continue to communicate with the
direct contact they have established so we can correct our failure and provide
them with the care they deserve.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. The customer
purchased [redacted]. This covers
the merchandise for 5 years of manufacturing defects through Bob’s and 5 years
of coverage for verifiable accidents through [redacted] Ins.
Our technician did not report that there were
manufacturing defects. It was reported
to us that there are environmental concerns that have caused this damage. Our highly trained technicians are charged
with reporting back to us what they see in the home. We do trust their knowledge and expertise.
If this customer does not agree with what
was report by our technician we welcome them to submit photos, through this Revdex.com
mediation service. Please submit color
photos of the damages to show that these damages are not caused by use in the
home.
-Minimum 3 Photos of each damaged piece
- 1 Picture that clearly shows the entire facing surface
- 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.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please pass on our sincerest apologies
for the disappointment our customer is experiencing with their product.
Our records indicate that the living room furniture was
delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three years later. A service technician
was dispatched to our customer’s home on 4.3.2015 and found no cause of
manufacturing defect within the sofa or loveseat. Regretfully most businesses
are unable to take back and refund merchandise after three years for customer
preference or normal wear/tear concerns. It is completely normal for any
furniture to experience a loss in seating resiliency and for top grain leather
to experience fading over years of normal usage. Should the customer be
experiencing an actual defect in workmanship Bobs Discount Furniture is happy
to address this concern once it is fully reported to us.
In regards to the dining room table we remain very sorry that after multiple
delivery attempts in December of 2014 we couldn’t deliver our customer a
satisfactory table. As a business we worked outside of our normal policies and
offered this customer a 20% refund on the cost of the table. This option was
fully accepted by the customer as a satisfactory resolution for this concern on
12/13/2015.
As soon as we were made aware of the
defect in the customer’s dining room
chairs (4.3.2014) we scheduled to have the seats replaced with factory
fresh parts, when the customer called back and told us they didn’t want to wait
for the parts to arrive we agreed to schedule an even exchange for the customer
and completed this even exchange, on our first delivery attempt, on 05/09/2015.
Our customer spoke with our Customer Care
call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a
valid effort to address our customers concern directly under their warranty and
scheduled a service appointment to occur within the same week. On 7.11.2015 our service technician reported
that there are no defects in workmanship with the current dining room chairs in
the home. The customer’s seats are up to manufacturing standards and even
though there are no defects in the new chairs- we did offer to order the
customer new seats and the customer refused this offer of consideration.
We do not deny that the customer has
experienced failures on their dining
room furniture and while we acknowledge that these failures are the
result of delivery damages or defects Bobs Discount Furniture has ultimately
addressed and resolved these failures with our customer as soon as they were
reported to us.
As a final offer of extreme courtesy we can place a store credit into the customer’s account which will
allow the customer to reselect to a new dining room set. This store credit will
be based off of the amount the customer originally paid to us (less the 20%
refund that was granted previously on the table) and we will expect to remove
the current dining room set on the same date we deliver the new dining room
furniture. As a formal form of our apology and because we truly want our
customer to be happy with their merchandise, we will also offer to cover the
cost of the new delivery fee associated with the new merchandise.
Should the customer wish to accept our
offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can
expect the appropriate paperwork to be set up in their account thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
My experience began with a service call for a nonfunctioning electric reclining love seat. A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat. About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone. I promptly call customer service again and they say they will bring a new love seat within a few days. The day the replacement love seat was to show up, we waited and waited....no delivery. As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm). The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a credit. I did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??). I told her I didn't want a replacement, just give me a credit and she processes that. (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time. About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about 1 month to use the credit or we lose it. I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happened. She also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that. So we finally went to the store and picked out 2 new pieces and scheduled a delivery for a Wednesday. I got their automated email with confirmation of delivery between 2pm-6pm. At 3pm, I received an automated phone call saying that they were 15 minutes from my house. An hour later, still nothing. I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pm. I proceeded to call my local store manager AGAIN and she said she would check on the status. She called me back within 10 minutes and said they were 2 stops away from me very close by. Not 20 minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all. I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning. I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again. (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
In 4/15 I purchased a pub table with 6 chairs within 9mths half the chairs were falling apart. Called for service and the gentleman came out was great the screws were too short that were initially installed in a chair and others had no screws. He fixed what he could but what wasn't unfixable Bob refused to replace instead ordered new parts which I just received today 7/28 (service was here 4/23) what a disgrace! Now my chairs have not been able to be used since than and I need to yet call again for service since I finally received the parts to come back and fix?? My suggestion purchase elsewhere the warranty is useless and their excuse is every part comes from over seas! Wish I would've known this before hand..I have a family of 5 people and not enough sturdy chairs for my kids to eat dinner in for months because Bobs does not honor their word and garantee!
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. When a
customer places an order on line, it is through a secure server. This protects the credit card information; we
as a company are only able to see the last four digits of the credit card for
verification purposes. For security
purposes no one can access this information, but as a result we also can not
process a refund without the credit card. If this customer would like the
refund back the credit card originally used they can call the store with the
credit card or they can stop by the store with the card.
If this customer prefers I can make an exception and
have the refund processed as a corporate check, this would be mailed to the
customer, if the customer accepts this option, they can post the response to
the Revdex.com mediation service I would then create the paperwork. From that point the customer can expect the
refund in 10-14 days.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the incorrect
information being provided at the time of sale as well as the lack of care our
customer asserts these complaints have been met with.
The Goof Proof Plus Plan is made up of two portions – A manufacturing
defect guarantee through Bobs Discount Furniture and a plan for accidental
damages which is honored thru a third party company called Guardian. This
information is indicated on the sales invoice we provide to every customer who
purchases. Regretfully we cannot force the Guardian company to take on a claim
for “scratches” on the table and we have worked to make the initial failure
right by setting up the paperwork to refund the monies paid for this plan.
Bobs Discount Furniture offers a one year manufacturing warranty
on the product regardless if Goof Proof Plus is purchased or not (this is also
expressed on our sales invoice). We are more than happy to honor replacing the
affected chairs; our records indicate that there are 3 chairs that need to be
exchanged for defect reasons.
The dining room set is under factory defect warranty thru
Bobs until 12.10.2015, should any other defect concerns occur we will address
these under the parameters of our expressed service policy (this is available
on the customer’s invoice as well).
We have created the paperwork for the exchange of the 3
chairs and the customer can contact us directly to schedule a date for this
exchange. We also need to speak with the customer directly to confirm the
original method of payment type so we can properly process the refund of monies
paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am
– 8:00p/Sun: 10:30a – 7:00p).
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos. I was given a 4 hour window for delivery. I waited the entire time and had to cancel important appts as they were behind the time frame. I looked up on the tracker and it said it was delayed another 2 hours. I called the 800 number in regards to this stating no one had even given a call to say they were going to be behind. I got a run around that the delivery people had gotten lost and were behind. It that is the case the customer NEEDS to be informed. When the delivery people arrived 3 hours late there were 4 men. They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room. I instructed them where things were to go and even suggested what piece should be put in first without them even listening. It took them almost an hour to set up a simple bedroom set with 4 workers. I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged. The customer service rep said that she would debit my debit card 75.00 for the inconvenience and have the mirror replaced. Today makes a week later and still no credit. I called customer service back and the gentleman stated that they issued me a store credit of 75.00 and did not debit my debit card. I asked to speak with a manager and the gentleman kept saying that they would not give me the 75.00 back onto my card. I will never shop with them again.
Please provide this customer with my apologies for the aggravation this product
concern is causing him, Bobs Discount Furniture wishes to help every customer
who has a concern by providing a valuable and fair option for resolution. I
would also like to apologize to this customer for the alleged information he
states he was provided by our ‘inspector’. If he was told that he was entitled to
a full refund by our representative this information drastically differs from
the report provided to us. I thank him for bringing this information to our
attention so we can appropriately research the professionalism of our staff.
Our records
indicate that the this customer moved this bed from one residence to another
and that the current condition of the bed overall shows customer cause damages
such as broken slats and cracked or split wood on various areas of the bed. As
a business we must as any customer concerns on a whole level, factoring in
the current state of the furniture and the environment the furniture has been
subjected to during the time of ownership. If a customer moves a queen size bed
between residences it is usually safe to assume that the bed was fully
disassembled and reassembled by the customer themselves or a third party moving
company. Regretfully Bobs Discount Furniture cannot take ownership or responsibility
for furniture damages that do not occur as the result of a factory defect. I
have been trying for several days to locate pictures of this merchandise so I can
verify the customer’s report verse the report we are being provided from our
representative calling in; I cannot locate the photos within our database.
As an
extreme courtesy we can offer to provide this customer with a store credit for
50% of what the bed originally cost the customer. The customer can use this
store credit in any way they choose and this credit will never expire. In
accepting this credit this customer would be agreeing to keep the bed as is and
Bobs Discount Furniture would not be responsible to remove the furniture from
this customer’s residence.
If our
customer does not want to accept this option for resolution please ask that
they attach a minimum of three (3) photos to their rejection response so I can
review these photos with my ‘inspector’s’ management staff to ensure we are
properly addressing this customer’s concern on a direct basis. Based on the
indicated state of this bed and the damages that are being reported we cannot
deem this customer’s merchandise defective by a factory defect at this time,
therefore we are offering the best option for resolution we can given this scenario
as whole.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Please pass
on my apologies to [redacted] in regards to the difficult time she has had reporting
her claims to the company that we entrust to manage our customer’s accidental
damage concerns. In order to keep the plan fair for all consumers [redacted] must
maintain their guidelines and like many other protection plans sold on
automobiles or electronics reporting a specific accidental occurrence is
usually a requirement to gaining the benefits the protection plan offers. I
assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our
customers concerns and earn their trust back in our business.
I do
understand [redacted]’s frustrations as she alleges she was treated so poorly by
members of the [redacted] company, I ask that she provide Bobs Discount Furniture
with an actual opportunity to help resolve her concern as we do stand behind
the quality and value of all the products we sell, including our Goof
Protection Plans. If [redacted] would like to take this opportunity to have Bobs
Discount Furniture research her concern and see what, if any, resolution we are
able to provide her directly; we ask that [redacted] send in the pictures she has of
these damages via her next response to Revdex.com. After receiving these photos I can
review them with my Service Manager and a group of Corporate Goof Proof
Liaisons we employ to ensure our customer’s are getting the value they paid for
when purchasing the Goof Proof Protection plan from us.
I eagerly
await [redacted]’s response/photos as I have a vested interest in helping resolve her
concern and I apologize again for all the inconveniences she has had to deal
with while seeking help with her accidental damage claim.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Wow, what can I say about my experience with your company. The sales person was very helpful and nice. Spent some money on a dining room set, even purchased to warranty which put me over $1000. My husband asked if they did a Military discount they said they should but NO. So off we go home. Really made my day finally found the table set I wanted and been searching for months for. Great. Okay here comes my BEEF with your company. It was delivered the day before Thanksgiving and my 40" x 72" table is cracked. I called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnected. Called back again same thing. Now I'm boiling mad by this time. Called back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and number. I told her NO I'LL WAIT. She told me NO. I said then I'll be at your store in 35 minutes and I'm sure you wouldn't want me there. She put me on hold and the Manager came on. Told him my issue with my broken cracked table he took my name and number. He had customer support call me back. I was informed that another table top could not be delivered till after the Holidays. THIS DOESN'T HELP ME FOR MY HOLIDAY DINNER. I asked them to come back and pick everything up they told me I could not get a refund it in the paper work. So people beware of this when or if you want to buy something at Bob's. THANKS BOB'S FOR RUINING MY THANKSGIVING.
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture has failed to meet your expectations. Your satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate...
goal.You reference purchasing a $2000.00 sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July 2014. Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding off. We dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding off. Although the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfaction. Since your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July 2014. If you should choose to accept this offer you will have a store credit in the amount of $1699.15 and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I do not appreciate it when someone puts words in my mouth and outright lies. I never accepted the offer of the $100 gift card and I would appreciate it if you stopped lying about that.
I don't understand what you mean by not offering discounts on merchandise that is not damaged. Are you saying that defective furniture is not damaged? I cannot assemble two chairs because I was given the incorrect parts. I would consider that damaged because they don't function like they're supposed to.
What do you offer refunds on? Apparently nothing, because how else does someone get furniture to their house...they either pick it up at the store or have it delivered.
Either way there would have been hassle whether I had it delivered or not. You seem to be missing the point. I paid the money upfront and am still left with furniture that's incomplete because it's defective.
I was never happy with the offer. I asked for the partial refund. I spoke to the store manager and was told nothing can be done. I am still not happy with the situation because you're not offering a solution. A $100 gift card does not fix this problem. I will never buy anything from your store again so it is worthless to me. I can send the gift card back to you or you can cancel it yourself.
I am tired of this scam that you're trying to pull by selling people sub-par furniture and not offering solutions.
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 feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely, [redacted]
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 delivered
on 12.3.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus on some items.
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
everyday use, misuse or abuse of the merchandise.
The lamp that was damaged by kids riding hover boards around
the room was not selected by the customer to have Goof Proof Plus, covering it
for all accidental damages. This is not
a manufacturing defect.
The customer spoke to the store on 12.7.16 the store offered
to set up the refund for the refused trundle unit at that time, customer explained
she did not have that credit card on her person and she would call back. There is no indication that the customer has
reached back out regarding this open credit. Our system only allows us to see the last
four digits of the card used, that was why the store advised we had to have the
entire card number to process the refund.
The chair was replaced, per our policy. I have attached the customer’s sale order,
which states the return policy and service guarantee.
Good Morning Revdex.com-
10pt;">We have absolutely failed this customer on this
order. First hardware was missing, then
the order was written up and the address was not updated. We do see at this time the customer has
allowed the service to take place; the pieces are properly assembled in the
home. We would very much like to extend
our sincere apologies for the stress we have caused this customer.
We would like to offer this customer compensation in
the form of a $100 gift card as a token of our apologies for the time they have
spent dealing with our errors. If the
customer accepts this offer they need only accept back to the Revdex.com mediation
service and I will create the paperwork necessary.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow to
be the 15th largest furniture retailer in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount. We
have several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. I have reviewed the photos that were sent
in. As this is damage in a small area
and except for the damaged area the pieces look very well cared for, we will
offer recourse. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to exchange
the Lawrence sofa only we will provide a credit (store credit). The exchange will fulfill the Goof Proof
plan, the plan allows for unlimited parts and service, but only a one time
replacement. If the customer would like to purchase a new [redacted] Plan they
can advise the store, the new plan would be an additional 99.99 to have the
sofa covered for five years. We will waive the new delivery fee. The credit is in the system today and will be
available until 3/12/17 at which time it will expire.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th.
Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.i
Finally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed.
Sincerely,
[redacted]
Good
Afternoon Revdex.com...
and Neysa-
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period.
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 over three years and in
that period our records indicate that you have not reported any issues to us
before now. The Bobs warranty on your merchandise expired over two 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. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
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 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. This would be a store credit of $599 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.
Or
we can offer a credit to keep the set in the home as is with no warranty. This would
be $299 offered back to your original form of payment [redacted] or as a corporate
check.
Please let me know which of these options 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,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [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 there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) for your
review.
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 [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered). Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted. It is extremely dark. We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest apologies for the concerns our
customer experienced with the assembly of their product. As a furniture
retailer we maintain a certain amount of trust for the hardware needed to be
included in the packaging that most of the overseas manufacturers send us. We
assure our customer we are just as shocked and disappointed as they are that
the items were unable to be fully assembled during their delivery. On approximately
4,000 deliveries a day this is not a common concern therefore we always anticipate
being able to set up the merchandise as we display it in our showroom.
We take full responsibility for any concerns of failure resulting
in our customer’s disappointment and we fully expect that any hardware our
system reads as “in stock” is shipped and received by the customer within 5-7
business days of the order being processed. We have an in-house parts department that is
permitted to speak with the manufacturers (if needed), however most requests
for missing or incomplete hardware can be arranged and shipped within the time
line stated above. We feel terrible that the customer left their communication
feeling unconfident about our abilities to care for them and pledge to address
the coaching concerns that this communication has presented us with.
In regards to resolution: Our customer has selected to levy this
specific concern thru alternate channels and has been working directly with one
of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this
concern fully resolved.
We encourage our customer to continue to communicate with the
direct contact they have established so we can correct our failure and provide
them with the care they deserve.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. The customer
purchased [redacted]. This covers
the merchandise for 5 years of manufacturing defects through Bob’s and 5 years
of coverage for verifiable accidents through [redacted] Ins.
Our technician did not report that there were
manufacturing defects. It was reported
to us that there are environmental concerns that have caused this damage. Our highly trained technicians are charged
with reporting back to us what they see in the home. We do trust their knowledge and expertise.
If this customer does not agree with what
was report by our technician we welcome them to submit photos, through this Revdex.com
mediation service. Please submit color
photos of the damages to show that these damages are not caused by use in the
home.
-Minimum 3 Photos of each damaged piece
- 1 Picture that clearly shows the entire facing surface
- 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.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,...
Please pass on our sincerest apologies
for the disappointment our customer is experiencing with their product.
Our records indicate that the living room furniture was
delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three years later. A service technician
was dispatched to our customer’s home on 4.3.2015 and found no cause of
manufacturing defect within the sofa or loveseat. Regretfully most businesses
are unable to take back and refund merchandise after three years for customer
preference or normal wear/tear concerns. It is completely normal for any
furniture to experience a loss in seating resiliency and for top grain leather
to experience fading over years of normal usage. Should the customer be
experiencing an actual defect in workmanship Bobs Discount Furniture is happy
to address this concern once it is fully reported to us.
In regards to the dining room table we remain very sorry that after multiple
delivery attempts in December of 2014 we couldn’t deliver our customer a
satisfactory table. As a business we worked outside of our normal policies and
offered this customer a 20% refund on the cost of the table. This option was
fully accepted by the customer as a satisfactory resolution for this concern on
12/13/2015.
As soon as we were made aware of the
defect in the customer’s dining room
chairs (4.3.2014) we scheduled to have the seats replaced with factory
fresh parts, when the customer called back and told us they didn’t want to wait
for the parts to arrive we agreed to schedule an even exchange for the customer
and completed this even exchange, on our first delivery attempt, on 05/09/2015.
Our customer spoke with our Customer Care
call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a
valid effort to address our customers concern directly under their warranty and
scheduled a service appointment to occur within the same week. On 7.11.2015 our service technician reported
that there are no defects in workmanship with the current dining room chairs in
the home. The customer’s seats are up to manufacturing standards and even
though there are no defects in the new chairs- we did offer to order the
customer new seats and the customer refused this offer of consideration.
We do not deny that the customer has
experienced failures on their dining
room furniture and while we acknowledge that these failures are the
result of delivery damages or defects Bobs Discount Furniture has ultimately
addressed and resolved these failures with our customer as soon as they were
reported to us.
As a final offer of extreme courtesy we can place a store credit into the customer’s account which will
allow the customer to reselect to a new dining room set. This store credit will
be based off of the amount the customer originally paid to us (less the 20%
refund that was granted previously on the table) and we will expect to remove
the current dining room set on the same date we deliver the new dining room
furniture. As a formal form of our apology and because we truly want our
customer to be happy with their merchandise, we will also offer to cover the
cost of the new delivery fee associated with the new merchandise.
Should the customer wish to accept our
offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can
expect the appropriate paperwork to be set up in their account thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
My experience began with a service call for a nonfunctioning electric reclining love seat. A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat. About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone. I promptly call customer service again and they say they will bring a new love seat within a few days. The day the replacement love seat was to show up, we waited and waited....no delivery. As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm). The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a credit. I did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??). I told her I didn't want a replacement, just give me a credit and she processes that. (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time. About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about 1 month to use the credit or we lose it. I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happened. She also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that. So we finally went to the store and picked out 2 new pieces and scheduled a delivery for a Wednesday. I got their automated email with confirmation of delivery between 2pm-6pm. At 3pm, I received an automated phone call saying that they were 15 minutes from my house. An hour later, still nothing. I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pm. I proceeded to call my local store manager AGAIN and she said she would check on the status. She called me back within 10 minutes and said they were 2 stops away from me very close by. Not 20 minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all. I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning. I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again. (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
In 4/15 I purchased a pub table with 6 chairs within 9mths half the chairs were falling apart. Called for service and the gentleman came out was great the screws were too short that were initially installed in a chair and others had no screws. He fixed what he could but what wasn't unfixable Bob refused to replace instead ordered new parts which I just received today 7/28 (service was here 4/23) what a disgrace! Now my chairs have not been able to be used since than and I need to yet call again for service since I finally received the parts to come back and fix?? My suggestion purchase elsewhere the warranty is useless and their excuse is every part comes from over seas! Wish I would've known this before hand..I have a family of 5 people and not enough sturdy chairs for my kids to eat dinner in for months because Bobs does not honor their word and garantee!
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. When a
customer places an order on line, it is through a secure server. This protects the credit card information; we
as a company are only able to see the last four digits of the credit card for
verification purposes. For security
purposes no one can access this information, but as a result we also can not
process a refund without the credit card. If this customer would like the
refund back the credit card originally used they can call the store with the
credit card or they can stop by the store with the card.
If this customer prefers I can make an exception and
have the refund processed as a corporate check, this would be mailed to the
customer, if the customer accepts this option, they can post the response to
the Revdex.com mediation service I would then create the paperwork. From that point the customer can expect the
refund in 10-14 days.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the incorrect
information being provided at the time of sale as well as the lack of care our
customer asserts these complaints have been met with.
The Goof Proof Plus Plan is made up of two portions – A manufacturing
defect guarantee through Bobs Discount Furniture and a plan for accidental
damages which is honored thru a third party company called Guardian. This
information is indicated on the sales invoice we provide to every customer who
purchases. Regretfully we cannot force the Guardian company to take on a claim
for “scratches” on the table and we have worked to make the initial failure
right by setting up the paperwork to refund the monies paid for this plan.
Bobs Discount Furniture offers a one year manufacturing warranty
on the product regardless if Goof Proof Plus is purchased or not (this is also
expressed on our sales invoice). We are more than happy to honor replacing the
affected chairs; our records indicate that there are 3 chairs that need to be
exchanged for defect reasons.
The dining room set is under factory defect warranty thru
Bobs until 12.10.2015, should any other defect concerns occur we will address
these under the parameters of our expressed service policy (this is available
on the customer’s invoice as well).
We have created the paperwork for the exchange of the 3
chairs and the customer can contact us directly to schedule a date for this
exchange. We also need to speak with the customer directly to confirm the
original method of payment type so we can properly process the refund of monies
paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am
– 8:00p/Sun: 10:30a – 7:00p).
I had no problem with the sales people but when it came to delivery and customer service regarding the delivery issue it was chaos. I was given a 4 hour window for delivery. I waited the entire time and had to cancel important appts as they were behind the time frame. I looked up on the tracker and it said it was delayed another 2 hours. I called the 800 number in regards to this stating no one had even given a call to say they were going to be behind. I got a run around that the delivery people had gotten lost and were behind. It that is the case the customer NEEDS to be informed. When the delivery people arrived 3 hours late there were 4 men. They made a mess of my place, put dents into my wall and seemed to not know how to set up the furniture correctly in the room. I instructed them where things were to go and even suggested what piece should be put in first without them even listening. It took them almost an hour to set up a simple bedroom set with 4 workers. I called customer service to let them know what had happened as well as to tell them the wood around the mirror was damaged. The customer service rep said that she would debit my debit card 75.00 for the inconvenience and have the mirror replaced. Today makes a week later and still no credit. I called customer service back and the gentleman stated that they issued me a store credit of 75.00 and did not debit my debit card. I asked to speak with a manager and the gentleman kept saying that they would not give me the 75.00 back onto my card. I will never shop with them again.
Good Morning
s any customer concerns on a whole level, factoring in
Revdex.com,
Please provide this customer with my apologies for the aggravation this product
concern is causing him, Bobs Discount Furniture wishes to help every customer
who has a concern by providing a valuable and fair option for resolution. I
would also like to apologize to this customer for the alleged information he
states he was provided by our ‘inspector’. If he was told that he was entitled to
a full refund by our representative this information drastically differs from
the report provided to us. I thank him for bringing this information to our
attention so we can appropriately research the professionalism of our staff.
Our records
indicate that the this customer moved this bed from one residence to another
and that the current condition of the bed overall shows customer cause damages
such as broken slats and cracked or split wood on various areas of the bed. As
a business we must a
the current state of the furniture and the environment the furniture has been
subjected to during the time of ownership. If a customer moves a queen size bed
between residences it is usually safe to assume that the bed was fully
disassembled and reassembled by the customer themselves or a third party moving
company. Regretfully Bobs Discount Furniture cannot take ownership or responsibility
for furniture damages that do not occur as the result of a factory defect. I
have been trying for several days to locate pictures of this merchandise so I can
verify the customer’s report verse the report we are being provided from our
representative calling in; I cannot locate the photos within our database.
As an
extreme courtesy we can offer to provide this customer with a store credit for
50% of what the bed originally cost the customer. The customer can use this
store credit in any way they choose and this credit will never expire. In
accepting this credit this customer would be agreeing to keep the bed as is and
Bobs Discount Furniture would not be responsible to remove the furniture from
this customer’s residence.
If our
customer does not want to accept this option for resolution please ask that
they attach a minimum of three (3) photos to their rejection response so I can
review these photos with my ‘inspector’s’ management staff to ensure we are
properly addressing this customer’s concern on a direct basis. Based on the
indicated state of this bed and the damages that are being reported we cannot
deem this customer’s merchandise defective by a factory defect at this time,
therefore we are offering the best option for resolution we can given this scenario
as whole.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
Please pass
on my apologies to [redacted] in regards to the difficult time she has had reporting
her claims to the company that we entrust to manage our customer’s accidental
damage concerns. In order to keep the plan fair for all consumers [redacted] must
maintain their guidelines and like many other protection plans sold on
automobiles or electronics reporting a specific accidental occurrence is
usually a requirement to gaining the benefits the protection plan offers. I
assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our
customers concerns and earn their trust back in our business.
I do
understand [redacted]’s frustrations as she alleges she was treated so poorly by
members of the [redacted] company, I ask that she provide Bobs Discount Furniture
with an actual opportunity to help resolve her concern as we do stand behind
the quality and value of all the products we sell, including our Goof
Protection Plans. If [redacted] would like to take this opportunity to have Bobs
Discount Furniture research her concern and see what, if any, resolution we are
able to provide her directly; we ask that [redacted] send in the pictures she has of
these damages via her next response to Revdex.com. After receiving these photos I can
review them with my Service Manager and a group of Corporate Goof Proof
Liaisons we employ to ensure our customer’s are getting the value they paid for
when purchasing the Goof Proof Protection plan from us.
I eagerly
await [redacted]’s response/photos as I have a vested interest in helping resolve her
concern and I apologize again for all the inconveniences she has had to deal
with while seeking help with her accidental damage claim.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Wow, what can I say about my experience with your company. The sales person was very helpful and nice. Spent some money on a dining room set, even purchased to warranty which put me over $1000. My husband asked if they did a Military discount they said they should but NO. So off we go home. Really made my day finally found the table set I wanted and been searching for months for. Great. Okay here comes my BEEF with your company. It was delivered the day before Thanksgiving and my 40" x 72" table is cracked. I called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnected. Called back again same thing. Now I'm boiling mad by this time. Called back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and number. I told her NO I'LL WAIT. She told me NO. I said then I'll be at your store in 35 minutes and I'm sure you wouldn't want me there. She put me on hold and the Manager came on. Told him my issue with my broken cracked table he took my name and number. He had customer support call me back. I was informed that another table top could not be delivered till after the Holidays. THIS DOESN'T HELP ME FOR MY HOLIDAY DINNER. I asked them to come back and pick everything up they told me I could not get a refund it in the paper work. So people beware of this when or if you want to buy something at Bob's. THANKS BOB'S FOR RUINING MY THANKSGIVING.
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture has failed to meet your expectations. Your satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate...
goal.You reference purchasing a $2000.00 sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July 2014. Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding off. We dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding off. Although the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfaction. Since your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July 2014. If you should choose to accept this offer you will have a store credit in the amount of $1699.15 and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I do not appreciate it when someone puts words in my mouth and outright lies. I never accepted the offer of the $100 gift card and I would appreciate it if you stopped lying about that.
I don't understand what you mean by not offering discounts on merchandise that is not damaged. Are you saying that defective furniture is not damaged? I cannot assemble two chairs because I was given the incorrect parts. I would consider that damaged because they don't function like they're supposed to.
What do you offer refunds on? Apparently nothing, because how else does someone get furniture to their house...they either pick it up at the store or have it delivered.
Either way there would have been hassle whether I had it delivered or not. You seem to be missing the point. I paid the money upfront and am still left with furniture that's incomplete because it's defective.
I was never happy with the offer. I asked for the partial refund. I spoke to the store manager and was told nothing can be done. I am still not happy with the situation because you're not offering a solution. A $100 gift card does not fix this problem. I will never buy anything from your store again so it is worthless to me. I can send the gift card back to you or you can cancel it yourself.
I am tired of this scam that you're trying to pull by selling people sub-par furniture and not offering solutions.
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 feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.
Sincerely, [redacted]
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 delivered
on 12.3.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus on some items.
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
everyday use, misuse or abuse of the merchandise.
The lamp that was damaged by kids riding hover boards around
the room was not selected by the customer to have Goof Proof Plus, covering it
for all accidental damages. This is not
a manufacturing defect.
The customer spoke to the store on 12.7.16 the store offered
to set up the refund for the refused trundle unit at that time, customer explained
she did not have that credit card on her person and she would call back. There is no indication that the customer has
reached back out regarding this open credit. Our system only allows us to see the last
four digits of the card used, that was why the store advised we had to have the
entire card number to process the refund.
The chair was replaced, per our policy. I have attached the customer’s sale order,
which states the return policy and service guarantee.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
10pt;">We have absolutely failed this customer on this
order. First hardware was missing, then
the order was written up and the address was not updated. We do see at this time the customer has
allowed the service to take place; the pieces are properly assembled in the
home. We would very much like to extend
our sincere apologies for the stress we have caused this customer.
We would like to offer this customer compensation in
the form of a $100 gift card as a token of our apologies for the time they have
spent dealing with our errors. If the
customer accepts this offer they need only accept back to the Revdex.com mediation
service and I will create the paperwork necessary.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow to
be the 15th largest furniture retailer in the U.S. We also wish to
provide our customers with a tangible item as a further form of apology rather
than just committing to the act of pacifying someone with a monetary amount. We
have several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture