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 [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 companyOur 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould 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 reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs 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) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the right side of the page via page number two (2) of the terms and conditions PRODUCT SPECIFIC COVERAGE: FABRIC: b) [redacted] Standard – Basic coverage plus grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polishLipstick, crayon and ballpoint pen ink marks totaling more than inches in length are considered preventable and will not be covered 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 marker damageAs stated in the terms and conditions [redacted] ’s rule is that any stain from ink over inches is considered preventableRegretfully if this inspection indicates stains inches in length (or larger) exist we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Ottoman - Picture that clearly shows the entire facing surface of the ottoman - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment in their set The customer’s merchandise is far past any warranty our business communicated via the original sales invoice and while we stand behind the quality of our product we do reserve the right to view the merchandise before assessing what courtesy options may be available for resolution Merchandise from any retailer is continually discontinued for several reasons and most of these reasons have nothing to do with the item’s wear patternThis set was delivered over three years ago and in order to keep up with changing trends and home fashion most of our sets have been changed within the past three years Please ask the customer to submit photos of their merchandise (to the Revdex.com) so we can assess the overall quality and condition of the items, if there are no signs of use beyond wear and tear we will respond with what courtesy options we may have to offer for recourse Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company The customer may have confused “No Interest for Months” with no payments for months I have included the flyer which clearly explains what the customer was given Thank you for allowing us to help rectify the confusion My Bob’s Card provided by [redacted] · Months special financing from the date of delivery on any purchase of $or more! · Months special financing from the date of delivery on any purchase of $or more! · Upon Credit Approval you will receive an available revolving credit line you can use immediately · Use your Bob's Credit to Finance purchases Online and In Store · Finance Stocked Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof Plus Protection! · No Money Down · Minimum Monthly Payments Required · To APPLY NOW, click the link below and follow the easy step-by-step instructions! No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional Plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months *The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional periodFor new accounts, the APR for Purchases is 28.99%If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-#### No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months **The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period For new accounts, the APR for Purchases is 28.99%.If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-####
Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof planI apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a single incident, when properly reported Seam separations are covered under the one year manufacturer warranty through Bob'sWhen we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos)Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August Your claim was denied as none of the reported damage is covered under the planDamage resulting from the teeth, beak or claws of an animal is not coveredPrior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November and March with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected areaAt your request, I will cancel and refund the plan in its entiretyYou should expect to receive a refund check within 10-business days.Bob's Discount Furniture truly appreciates your business.Thank you, [redacted] **
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon (10.03.2014) and verified that her concern has been resolvedWe are very sorry for any frustration that we caused [redacted] by improperly informing her that she was not eligible for a service, especially since her mattress remains under a manufacturing warranty that we are obligated to honor [redacted] is currently scheduled to receive an inspection service to determine if this mattress is defective on and I have provided [redacted] with all of my direct contact information for any future occurrences of customer care she may need Thank you for the opportunity to make this failure right, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three timesIt would be reasonable to expect I would be charged for three deliveries on separate datesAdditionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures"After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failureI'm also requesting delivery on July 13, 2014, no later than Am Sincerely, [redacted] ***
Good Morning ***, 16px;"> I apologize that you feel that you were lied to during your time of sale and that you have had to deal with any product concerns while getting your new bed fully assembledThe time of sale is a very exciting time and I assure you that it is never our intention to provide our customer’s with anything but honesty and transparencyWhile I wasn’t present during your time of sale I do stand behind my colleagues while I state that I’m sure your product was a close out item and was sold to you under honest termsClose out items are known to occasionally come to our pit locations from various show room floorsThis would indicate that the product has been used by many customers that have traveled through our showrooms getting up and down off the bedOur products sold from our pit locations are sold as is because it is never possible for anyone to guarantee how much usage a clearance product has sustainedAgain, I am so sorry that you experienced any disappointment with your purchase and I assure you that Bobs Discount Furniture sympathizes with our customer’s concernsAs the retailer of this product and because this product was picked up from our possession we have no clear idea of how the product traveled to your home and what condition the product was actually in when it arrived to your residence At this time we can offer to meet you in the middle of your request for settlement out of extreme courtesyWe are forgoing our processes in an effort to please our valued customer and we do hope you will provide us with another opportunity to earn your trust back in our business in the future *** I have processed the paperwork for your refund of $and ask that you please contact our retail location to complete the full processing of this financial transactionShould you wish to accept this offer I have left some instruction below for you in reference to contacting our retail location o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, I apologize that you are dissatisfied with the swivel recliner you selected from Bobs Discount Furniture and I assure you that we consider our customers to be the most important part of our business Our records indicate that any factory defect concern you originally had with this recliner was resolved on when we dispatched our service technician to your residenceI am so sorry that your product arrived with any concern but I do see that we worked to please you by resolving this concern for you just a couple days after the initial delivery date Due to the purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs Discount Furniture is unable to approve a return for refund or store credit on any of your merchandiseYou are currently paying ‘Acceptance Now’ for this recliner and the ‘Acceptance Now’ company is the current owner of this product as your lease to own agreement indicatesI did call and speak with an account representative at the ‘Acceptance Now’ location you purchased from and they have agreed to offer you a store credit based on the full retail price of the recliner so that you can come back into the store and select another product at the same price point that will satisfy you moreI am truly sorry but per the guidelines you agreed to at the time of sale you are not permitted to return a partial amount of your sale for a refundAs Bobs Discount Furniture is a separate business from the ‘Acceptance Now’ company we are unable to make changes or approve exceptions to any of their current operating practicesI do feel that offering you a store credit to select an item you are happier with is a fair and appropriate offer for resolution and I hope that can see this in the same light I have placed the store credit of $into our system for your use and ask that you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit number: [redacted] ) should you have any further questions about making your new transaction happenThe account representative indicated to me today that they have actually been waiting for you to come into the store to make a reselection and are now aware of the active credit we have populated in our system for youThis credit will expire on and due to the product concern you reported on day of delivery Bobs can help accommodate you by covering the cost of delivering the new item you select with this credit on the same date we remove the current recliner that is in your home Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 in January and at the time of purchase; the customer purchased the option of [redacted] Through Bob’s this customer was covered for a period of one year 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 manufacturer in this case offered a two year warranty on the leather This has nothing to do with the plan the customer purchased, it is strictly a warranty the vendor offers on this set This warranty period ended January of This has not changed 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 There is no report that the damage was the result of a single accident This is then not something that would be covered under [redacted] Leather peeling is an environmental issue This comes from the way pieces are cared for in the home It is not a manufacturing defect I have attached care sheets from two separate web sites showing that leather material peels when it is not conditioned or is exposed to sunlight or a source of high heat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here
Complaint: [redacted] I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemailI responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.comI was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them I took pictures and emailed them over to the business 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 would like to have the table replacedPlease let me know the next step to complete this processthank you for working with me on this matter Sincerely, [redacted]
Good Morning Revdex.com, Please give this customer my apologies for the failures that she has endured during her purchase with usI can certainly understand the customer’s disappointment and we assure her that we care very much about satisfying our customers in the event any failure occurs This customer purchased through the ‘Acceptance Now’ lease to own program we offer and while I acknowledge this customer’s aggravation and agree that compensation is deserved we are unable to offer a monetary refund based on the fact that this customer is not paying Bobs Discount Furniture for her merchandise [redacted] has paid and is paying directly to ‘Acceptance Now’ for the furniture she has We do not deliver used furniture to our customers and again we apologize that our customer received product with cosmetic and factory defect concernsAt this time we are able to offer this customer a Bobs Discount Furniture Gift Card for $as a form of apology for the inconvenience she has experienced as a result of our failuresWe have many cash and carry items available in our stores for well under $so this customer can have an actual item or item(s) of her choice from us as our apology Please let me know if our customer is accepting of this offer and I will start the process to mail her out this valuable offer of compensation Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usThe customer purchased [redacted] *** This covers the merchandise for years of manufacturing defects through Bob’s and 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 servicePlease submit color photos of the damages to show that these damages are not caused by use in the home -Minimum Photos of each damaged piece - Picture that clearly shows the entire facing surface - Picture that clearly shows the damage marks at close range - 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 ***, I am very sorry for the terrible delivery experience you had and you are correct that the concerns you have are a result of our failures and are completely our faultI am very embarrassed to read that you were met with such a lack of care and empathy while trying to resolve your concerns and I assure you that our customer’s satisfaction is the most important part of our businessI’m so sorry you had to escalate you claims so highly and I have taken the appropriate steps to ensure our delivery team is addressed for their behavior Our records indicate that your request to have a refund of your delivery fee was honored on as well as a $gift card to Bobs Discount FurnitureWhile I do understand the reasons why you are seeking more compensation we are unable to offer a further discount on our already discounted factory fresh productsWe can offer you an additional Bobs Discount Furniture Gift Card in the amount of $Should you not want to take another delivery using our service I certainly don’t blame you and we do have many cash and carry items available in our showroomsOur gift card offer is not an attempt to force you to shop with us again, rather an attempt to honor your request for additional compensation and an attempt to earn your trust back in our business Thank you for your extreme patience with us while we work to meet your needs and balance the needs of our business [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry that the delivery experience did not go as well as we would have wished for this customer We have reviewed the complaint and the account as well as the photo the team took of the damaged piece We agree with the offer that was made for compensation If the exchange is not successful we can review the account again to see if other compensation is warranted We do always offer service first, as stated on every customer’s sales order, reviewed and signed at time of purchase This customer requested the exchange and it was scheduled Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana to rectify the situation and reach a satisfactory outcome 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 Morning Revdex.com, face="Calibri">We are sorry that our customer is experiencing any disappointment with the living room furniture or their warranty protection thru Bobs Discount Furniture/Guardian I have included a copy of the report we logged from the customer and the report we logged from our technicianIt is clear that the technician most likely did not attempt to repair the merchandise due to the extreme damage that was present Customer’s Report to Us: Date of Delivery: 10/19/ Sofa/ both arm rests sunk in Ottoman/ leg came off Chair/ RSF arm rest/ sunk in Above Comments Added By [redacted] On 07/24/at 10: Tech’s Report to Us: Spoke with tech [redacted] 12:25-12:37, long wait time Sofa, three seat cushion springs are out of shape, Right Side Facing arm top is broken in half Estimated Cause/Overall Condition: Customer/environment caused/ Poor Ottoman, leg is broken in half, not repairable Estimated Cause/Overall Condition: Customer/environment caused/ Poor Chair, Left Side Facing arm, broken in half on the top, not repairable Estimated Cause/Overall Condition: Customer/environment caused/ Poor Above Comments Added By [redacted] On 08/01/at 13: Regretfully there is no manufacturer defect that would cause this much accumulated damage and the customer’s protection plan thru Guardian covers accidental occurrencesThe terms and conditions of this protection plan indicate that an accidental occurrence must be reported within days of the damage occurring in order to qualify for coverage I have included the terms and conditions page that indicates this for Revdex.com’s reviewI am not able to locate what type of accidental occurrence the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as they are a separate companyPlease ask the customer to disclose what type of accidental occurrence (for each item) occurred to cause the damage present and to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/ChairWe apologize we are unable to locate the photos our technician took in our library and want to ensure we are reviewing the customer’s concern in the fairest manner possible We will review the customer’s report upon receiving the response/photos and advise if we are able to offer any further assistance on these concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the concerns that our customer has experienced with their dining room set purchased from Bobs Discount FurnitureWe further apologize that our customer was informed that an appointment time after 5:00pm could be honoredThis is not possible for delivery or service as we never expect our delivery teams or technicians to be on the road that late We have entered a reselection credit into our systems so that the customer can reselect to a dining room set that will not present any further quality concernsThe credit number associated with this reselection is: [redacted] Should the customer have any further questions about this store credit/reselection process we ask that the visit their Bobs Showroom or contact our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a -7:00a) Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleagues in the store and it appears the customer has chosen to schedule another delivery instead of canceling for a refund We have called the customer to schedule the delivery many times We had a delivery scheduled with the customer on The team was at the building during the estimated timeframe The door man was unable to locate the customer The team waited at the building for fifteen minutes before moving on During that time several calls were made trying to reach the customer If the customer would like to cancel this order for a refund she can do so anytime up until delivery 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, Our records indicate that as of yesterday (5.12.2014) Mr [redacted] has been provided a credit for the merchandise he is reporting to have concerns withWe tried to contact Mr [redacted] yesterday at 3:01pm on the same number he has provided to us in this complaint, we received an automated error that stated our customer was “not accepting calls”If Mr [redacted] has questions regarding the credit we have entered for him please ask him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until Kind regards, [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 [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 companyOur 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould 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 reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs 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) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the right side of the page via page number two (2) of the terms and conditions PRODUCT SPECIFIC COVERAGE: FABRIC: b) [redacted] Standard – Basic coverage plus grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polishLipstick, crayon and ballpoint pen ink marks totaling more than inches in length are considered preventable and will not be covered 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 marker damageAs stated in the terms and conditions [redacted] ’s rule is that any stain from ink over inches is considered preventableRegretfully if this inspection indicates stains inches in length (or larger) exist we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Ottoman - Picture that clearly shows the entire facing surface of the ottoman - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment in their set The customer’s merchandise is far past any warranty our business communicated via the original sales invoice and while we stand behind the quality of our product we do reserve the right to view the merchandise before assessing what courtesy options may be available for resolution Merchandise from any retailer is continually discontinued for several reasons and most of these reasons have nothing to do with the item’s wear patternThis set was delivered over three years ago and in order to keep up with changing trends and home fashion most of our sets have been changed within the past three years Please ask the customer to submit photos of their merchandise (to the Revdex.com) so we can assess the overall quality and condition of the items, if there are no signs of use beyond wear and tear we will respond with what courtesy options we may have to offer for recourse Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company The customer may have confused “No Interest for Months” with no payments for months I have included the flyer which clearly explains what the customer was given Thank you for allowing us to help rectify the confusion My Bob’s Card provided by [redacted] · Months special financing from the date of delivery on any purchase of $or more! · Months special financing from the date of delivery on any purchase of $or more! · Upon Credit Approval you will receive an available revolving credit line you can use immediately · Use your Bob's Credit to Finance purchases Online and In Store · Finance Stocked Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof Plus Protection! · No Money Down · Minimum Monthly Payments Required · To APPLY NOW, click the link below and follow the easy step-by-step instructions! No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional Plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months *The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional periodFor new accounts, the APR for Purchases is 28.99%If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-#### No interest if paid in full within months! For orders $or over Interest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period[redacted] · Promotional plan # · For orders $or over · This option is best for those who wish to pay the purchase balance in full within months **The Bob's Discount Furniture credit card is issued by [redacted] Special terms apply to qualifying purchases of $or more charged with approved credit at participating merchantsMinimum monthly payments are required during the promotional (special terms) periodInterest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional periodPaying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period For new accounts, the APR for Purchases is 28.99%.If you are charged interest in any billing cycle, the minimum interest charge will be $This information is accurate as of 01/06/and is subject to changeFor current information, call us at ###-###-####
Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof planI apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a single incident, when properly reported Seam separations are covered under the one year manufacturer warranty through Bob'sWhen we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos)Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August Your claim was denied as none of the reported damage is covered under the planDamage resulting from the teeth, beak or claws of an animal is not coveredPrior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November and March with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected areaAt your request, I will cancel and refund the plan in its entiretyYou should expect to receive a refund check within 10-business days.Bob's Discount Furniture truly appreciates your business.Thank you, [redacted] **
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon (10.03.2014) and verified that her concern has been resolvedWe are very sorry for any frustration that we caused [redacted] by improperly informing her that she was not eligible for a service, especially since her mattress remains under a manufacturing warranty that we are obligated to honor [redacted] is currently scheduled to receive an inspection service to determine if this mattress is defective on and I have provided [redacted] with all of my direct contact information for any future occurrences of customer care she may need Thank you for the opportunity to make this failure right, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three timesIt would be reasonable to expect I would be charged for three deliveries on separate datesAdditionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures"After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failureI'm also requesting delivery on July 13, 2014, no later than Am Sincerely, [redacted] ***
Good Morning ***, 16px;"> I apologize that you feel that you were lied to during your time of sale and that you have had to deal with any product concerns while getting your new bed fully assembledThe time of sale is a very exciting time and I assure you that it is never our intention to provide our customer’s with anything but honesty and transparencyWhile I wasn’t present during your time of sale I do stand behind my colleagues while I state that I’m sure your product was a close out item and was sold to you under honest termsClose out items are known to occasionally come to our pit locations from various show room floorsThis would indicate that the product has been used by many customers that have traveled through our showrooms getting up and down off the bedOur products sold from our pit locations are sold as is because it is never possible for anyone to guarantee how much usage a clearance product has sustainedAgain, I am so sorry that you experienced any disappointment with your purchase and I assure you that Bobs Discount Furniture sympathizes with our customer’s concernsAs the retailer of this product and because this product was picked up from our possession we have no clear idea of how the product traveled to your home and what condition the product was actually in when it arrived to your residence At this time we can offer to meet you in the middle of your request for settlement out of extreme courtesyWe are forgoing our processes in an effort to please our valued customer and we do hope you will provide us with another opportunity to earn your trust back in our business in the future *** I have processed the paperwork for your refund of $and ask that you please contact our retail location to complete the full processing of this financial transactionShould you wish to accept this offer I have left some instruction below for you in reference to contacting our retail location o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, I apologize that you are dissatisfied with the swivel recliner you selected from Bobs Discount Furniture and I assure you that we consider our customers to be the most important part of our business Our records indicate that any factory defect concern you originally had with this recliner was resolved on when we dispatched our service technician to your residenceI am so sorry that your product arrived with any concern but I do see that we worked to please you by resolving this concern for you just a couple days after the initial delivery date Due to the purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs Discount Furniture is unable to approve a return for refund or store credit on any of your merchandiseYou are currently paying ‘Acceptance Now’ for this recliner and the ‘Acceptance Now’ company is the current owner of this product as your lease to own agreement indicatesI did call and speak with an account representative at the ‘Acceptance Now’ location you purchased from and they have agreed to offer you a store credit based on the full retail price of the recliner so that you can come back into the store and select another product at the same price point that will satisfy you moreI am truly sorry but per the guidelines you agreed to at the time of sale you are not permitted to return a partial amount of your sale for a refundAs Bobs Discount Furniture is a separate business from the ‘Acceptance Now’ company we are unable to make changes or approve exceptions to any of their current operating practicesI do feel that offering you a store credit to select an item you are happier with is a fair and appropriate offer for resolution and I hope that can see this in the same light I have placed the store credit of $into our system for your use and ask that you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit number: [redacted] ) should you have any further questions about making your new transaction happenThe account representative indicated to me today that they have actually been waiting for you to come into the store to make a reselection and are now aware of the active credit we have populated in our system for youThis credit will expire on and due to the product concern you reported on day of delivery Bobs can help accommodate you by covering the cost of delivering the new item you select with this credit on the same date we remove the current recliner that is in your home Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 in January and at the time of purchase; the customer purchased the option of [redacted] Through Bob’s this customer was covered for a period of one year 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 manufacturer in this case offered a two year warranty on the leather This has nothing to do with the plan the customer purchased, it is strictly a warranty the vendor offers on this set This warranty period ended January of This has not changed 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 There is no report that the damage was the result of a single accident This is then not something that would be covered under [redacted] Leather peeling is an environmental issue This comes from the way pieces are cared for in the home It is not a manufacturing defect I have attached care sheets from two separate web sites showing that leather material peels when it is not conditioned or is exposed to sunlight or a source of high heat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here
Complaint: [redacted] I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemailI responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.comI was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them I took pictures and emailed them over to the business 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 would like to have the table replacedPlease let me know the next step to complete this processthank you for working with me on this matter Sincerely, [redacted]
Good Morning Revdex.com, Please give this customer my apologies for the failures that she has endured during her purchase with usI can certainly understand the customer’s disappointment and we assure her that we care very much about satisfying our customers in the event any failure occurs This customer purchased through the ‘Acceptance Now’ lease to own program we offer and while I acknowledge this customer’s aggravation and agree that compensation is deserved we are unable to offer a monetary refund based on the fact that this customer is not paying Bobs Discount Furniture for her merchandise [redacted] has paid and is paying directly to ‘Acceptance Now’ for the furniture she has We do not deliver used furniture to our customers and again we apologize that our customer received product with cosmetic and factory defect concernsAt this time we are able to offer this customer a Bobs Discount Furniture Gift Card for $as a form of apology for the inconvenience she has experienced as a result of our failuresWe have many cash and carry items available in our stores for well under $so this customer can have an actual item or item(s) of her choice from us as our apology Please let me know if our customer is accepting of this offer and I will start the process to mail her out this valuable offer of compensation Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usThe customer purchased [redacted] *** This covers the merchandise for years of manufacturing defects through Bob’s and 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 servicePlease submit color photos of the damages to show that these damages are not caused by use in the home -Minimum Photos of each damaged piece - Picture that clearly shows the entire facing surface - Picture that clearly shows the damage marks at close range - 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 ***, I am very sorry for the terrible delivery experience you had and you are correct that the concerns you have are a result of our failures and are completely our faultI am very embarrassed to read that you were met with such a lack of care and empathy while trying to resolve your concerns and I assure you that our customer’s satisfaction is the most important part of our businessI’m so sorry you had to escalate you claims so highly and I have taken the appropriate steps to ensure our delivery team is addressed for their behavior Our records indicate that your request to have a refund of your delivery fee was honored on as well as a $gift card to Bobs Discount FurnitureWhile I do understand the reasons why you are seeking more compensation we are unable to offer a further discount on our already discounted factory fresh productsWe can offer you an additional Bobs Discount Furniture Gift Card in the amount of $Should you not want to take another delivery using our service I certainly don’t blame you and we do have many cash and carry items available in our showroomsOur gift card offer is not an attempt to force you to shop with us again, rather an attempt to honor your request for additional compensation and an attempt to earn your trust back in our business Thank you for your extreme patience with us while we work to meet your needs and balance the needs of our business [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry that the delivery experience did not go as well as we would have wished for this customer We have reviewed the complaint and the account as well as the photo the team took of the damaged piece We agree with the offer that was made for compensation If the exchange is not successful we can review the account again to see if other compensation is warranted We do always offer service first, as stated on every customer’s sales order, reviewed and signed at time of purchase This customer requested the exchange and it was scheduled Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana to rectify the situation and reach a satisfactory outcome 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 Morning Revdex.com, face="Calibri">We are sorry that our customer is experiencing any disappointment with the living room furniture or their warranty protection thru Bobs Discount Furniture/Guardian I have included a copy of the report we logged from the customer and the report we logged from our technicianIt is clear that the technician most likely did not attempt to repair the merchandise due to the extreme damage that was present Customer’s Report to Us: Date of Delivery: 10/19/ Sofa/ both arm rests sunk in Ottoman/ leg came off Chair/ RSF arm rest/ sunk in Above Comments Added By [redacted] On 07/24/at 10: Tech’s Report to Us: Spoke with tech [redacted] 12:25-12:37, long wait time Sofa, three seat cushion springs are out of shape, Right Side Facing arm top is broken in half Estimated Cause/Overall Condition: Customer/environment caused/ Poor Ottoman, leg is broken in half, not repairable Estimated Cause/Overall Condition: Customer/environment caused/ Poor Chair, Left Side Facing arm, broken in half on the top, not repairable Estimated Cause/Overall Condition: Customer/environment caused/ Poor Above Comments Added By [redacted] On 08/01/at 13: Regretfully there is no manufacturer defect that would cause this much accumulated damage and the customer’s protection plan thru Guardian covers accidental occurrencesThe terms and conditions of this protection plan indicate that an accidental occurrence must be reported within days of the damage occurring in order to qualify for coverage I have included the terms and conditions page that indicates this for Revdex.com’s reviewI am not able to locate what type of accidental occurrence the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as they are a separate companyPlease ask the customer to disclose what type of accidental occurrence (for each item) occurred to cause the damage present and to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/ChairWe apologize we are unable to locate the photos our technician took in our library and want to ensure we are reviewing the customer’s concern in the fairest manner possible We will review the customer’s report upon receiving the response/photos and advise if we are able to offer any further assistance on these concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the concerns that our customer has experienced with their dining room set purchased from Bobs Discount FurnitureWe further apologize that our customer was informed that an appointment time after 5:00pm could be honoredThis is not possible for delivery or service as we never expect our delivery teams or technicians to be on the road that late We have entered a reselection credit into our systems so that the customer can reselect to a dining room set that will not present any further quality concernsThe credit number associated with this reselection is: [redacted] Should the customer have any further questions about this store credit/reselection process we ask that the visit their Bobs Showroom or contact our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a -7:00a) Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleagues in the store and it appears the customer has chosen to schedule another delivery instead of canceling for a refund We have called the customer to schedule the delivery many times We had a delivery scheduled with the customer on The team was at the building during the estimated timeframe The door man was unable to locate the customer The team waited at the building for fifteen minutes before moving on During that time several calls were made trying to reach the customer If the customer would like to cancel this order for a refund she can do so anytime up until delivery 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, Our records indicate that as of yesterday (5.12.2014) Mr [redacted] has been provided a credit for the merchandise he is reporting to have concerns withWe tried to contact Mr [redacted] yesterday at 3:01pm on the same number he has provided to us in this complaint, we received an automated error that stated our customer was “not accepting calls”If Mr [redacted] has questions regarding the credit we have entered for him please ask him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison