Good Morning Revdex.com, We apologize for any and all inconveniences we have caused our customer and look forward to the opportunity to make this concern right I have reached out to this customer directly via phone this morning and provided my direct telephone number on an answering machine for their follow up As this concern requires the confirmation of specific details and dispatch of service technician and/or delivery team I feel it is best that I communicate with this customer verbally if at all possible Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] , I am so sorry that you have been having difficulty getting your concerns properly addressed and I apologize further that you feel the service you have received has been insincere and unsympatheticI can assure that having been our Customer Care Department Trainer for several years, we genuinely do care and wish to solve every concern any customer has Our Goof Proof Protection Plans are extremely valuable protection plans when used within the appropriate guidelines and we continually find more successful results with customers who have purchased these plans verses customers who have not purchased the additional protectionIt is never our intention to simply deny a customer a resolution for their concern and I apologize that you have received such a lack of appropriate attention towards your complaint While I understand that you do not want to spend any more of your valuable time on this concern I am unable to properly located your (your sisters?) account with the information you have provided meI did locate an account by address that I think may be your sisters, is her first name [redacted] ? I really do have a vested interest in helping you resolve the concerns with these chairs and I appreciate you bringing the obvious coaching needs we have to my direct attentionWould you please respond to me with your sister’s full name, telephone number she used for this purchase, sales order number, or delivery address so I can verify that I am offering the correct customer resolution? If I may, I would also suggest that you attach pictures of the chairs and their concerns to your response so I can review these damages with my Service Management TeamIf a service technician has already been to your sister’s home we can work off of his report, however with pictures I can most likely have a direct answer for you with 1-days of you sending them in Thank you for your time and I apologize again that you have been so disappointed by us; I only wish to make this right for you [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , 16px;"> I apologize that you are so unsatisfied with the product you purchased from Bobs Discount FurnitureI do understand how aggravating this concern is and I assure you that Bobs truly wishes to help every customer who has a concern Our records reflect that you received this set on and had not made us aware of any concerns until Upon visiting your home on our technician determined that the drawers breaking on the bottom are a result of overstuffing them for an extended period of timeThis is considered wear and tear damage and there is no warranty coverage offered by Bobs or Goof Proof for damage of this natureI am so sorry that we failed you in referring you to Goof Proof for coverage, that is our fault and we have already begun addressing the training concerns we have with the agent you spoke withI thank you for bringing this failure to our attention As a courtesy we can offer to place an order for parts on your behalfWe can order you a new top drawer to your dresser and a new bottom drawer for your chest, as these are the drawers reflected in the technician’s report as having concernsShould you accept this part order the approximate shipping time to you would be around 10-weeks as the vendor who manufactures your dresser and chest is located overseas I will await your response prior to placing this order for parts, please respond as I am keen on helping you resolve your complaint Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I spoke with [redacted] today (8.05.2014) as he requested and I am currently working with him directly to seek resolution for his concern [redacted] has agreed to submit photos of the table to me and working off these photos I can research the best possible avenue to satisfy our customerBobs Discount Furniture is truly sorry for any confusion that may have been set forth during the time of sale and for the lack of care [redacted] has received when speaking with the [redacted] companyWe are grateful for the opportunity to assist our customer directly I have emailed [redacted] with my direct contact information and if for some reason that email did not go thru please pass along my email and my phone to him: [redacted] ###-###-#### / [redacted]
Good Morning Revdex.com, size="3"> We are very sorry about the errors that were made while processing this refund, causing our customer any inconveniencesPlease assure our customer that we will be following up directly with our staff regarding the coaching concerns that have been brought to our direct attentionOur records show information from mid February indicating that we were continually waiting on the customer to contact us back with their credit card information; we do not keep original credit card information on file for our customer’s protectionWe will certainly research further to address the multiple calls the customer asserts to have continually made to us, of course their refund concerns should have been addressed and resolved within one phone call after we received verification of the credit card number In researching this customer’s account today (3.10.2015), our records do indicate that the refund has been completely released and returned from our end as of We can certainly understand the immediate need to have these funds back on such a large purchase like this and we feel terrible about any delay that may have occurred in our release of these fundsThe fact remains that even after we release these funds there is another party involved in getting these funds back to the customer (their bank)The refund was also released and processed over the occurrence of a weekend which is significant due to the nature of this transactionTechnically speaking today (3.10.2015) including the release date of Friday 3.06.2015, would make three business days from processing these electronic funds from our end Three – five business days is a very common timeline that occurs between two companies processing an electronic refund for any consumer I would expect that the funds be completely reallocated to the original method of payment by this Thursday (3.12.2015) which would meet our expectations of a maximum five day processing time, if this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time if the customer is still waiting on the refund it is due to the processing time associated with the bank their card is thru I apologize again for the inconvenience our failures caused our customer and genuinely hope that our customer will provide us with another opportunity to earn their trust back in our business in the future Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The options that [redacted] offered me are no acceptable They forced me to choose something or get nothing I want a refund for my warranty which was $from Bobs You sold me a policy/warranty that covers none of the things that John K [redacted] promised me It was fraud It was a way to get more money from me as a customer I also do not appreciate in any way the run around I got BOTH times I had a claim In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim I want that $back 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 Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them? Thank you very much Sincerely, [redacted] [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the poor experience our customer outlines to have endured with usWe completely understand our customer’s aggravation and in direct relation to our understanding of this, the customer’s account reflects the completion of a settlement agreement that both the customer and our company established directly to resolve this claim (6.30.2015)We apologize to our customer again for any inconvenience the merchandise or the terms of our protection plan caused them and consider this concern resolved at this time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning "Verdana","sans-serif [redacted] , I’m sorry to learn of your disappointment with the products you purchased from usI assure you we want to resolve any concern our customer may have in the most fair and adequate manner Your account indicates that as of you spoke with another Corporate Liaison (Jennifer) who set up a service call for your mattressYour mattress has a warranty associated with it and if you look at your sales receipt you’ll find (under Service Policy) that if there is a defect in your mattress, as deemed by our technician, we will have avenues available for further resolutionPlease call us to set up this service appointment as we care very much about our customers getting a good nights sleep on the bedding they select In regards to the living room furniture, we worked above and beyond the refund policy you signed at time of purchase and took back your chair for a refund without requiring any inspectionThis was an extreme effort put forth by our business to address your concerns as an individual and work beyond policyHad you made us aware of your product concerns with the sofa and ottoman we absolutely would have acted under our Service Policy and addressed your concernsAs you have now sold these items at your own discretion our business can no longer be held responsible for their condition or any offer for recourseIn essence you are asking a retailer to give you money for an item they have no way of inspecting to confirm your allegation, an item you have made money off of in a private sale, and an item you have no way of physically returning to the retailer I’m so sorry and Bobs Discount Furniture truly wishes to help every customer with any concern however due to the facts associated with this request we have no further recourse to offer you related to the past purchase on the living room furniture We look forward to scheduling your mattress inspection and helping you move forward into a better nights sleep Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Will NEVER purchase from Bob's again! Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception Got phone call Monday, not being delivered My husband and I spoke with different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery A manager is supposed to call us back before 1pm, but doubtful So now my husband has taken days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Complaint: [redacted] I am rejecting this response because: Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said itemNow, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed It is feasible that the delivery men tossed the headset in the bag and into the dresserIt was exactly weeks since I filed a complaint Even if it had been a month it makes no difference Items in MY home should still be there Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, address provided here, and email addressI can find no account records at all and am unable to move forward in investigating this concern further Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted%
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any and all inconveniences that the concern with her merchandise has caused herAt this time our records indicate that while the customer is outside of her direct warranty through Bobs Discount Furniture we did provide a service for a seating concern while she was within warranty For this reason we will honor offering the option that would be available to her should her [redacted] *** have covered this occurrenceWe have placed a reselection credit into the system for the customer based on the price point she paid for the sectionalShould she be interested in re purchasing the [redacted] *** she may do that at the new time of sale, we will not be including a credit for the original protection plan in this offer as the protection plan offers a one time replacement and that agreement is technically being fulfilledThe customer will not be charged a new delivery fee on the new sales order and we will remove the current sectional pieces on the same date we deliver the new merchandise The active credit is available to the customer to use thru and the credit number within our system is: [redacted] We would consider this concern resolved at this time, please have the customer advise you if there is anything else she feels she needs assistance with Should the customer accept this option but have questions regarding the active credit please pass along that a call to our Customer Care Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are able to assist in answering questions Kind Regards, [redacted] Bobs Discount Furniture
Good Afternoon, I spoke with Ms [redacted] yesterday, June 28, in regard to her complaint involving bed bugsAs she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home for months and only first notified us of her concerns, last weekIn addition she resides in a unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks We empathize with Ms***'s plight however, we have no recourse to offer
Two years ago my boyfriend and I purchased all new furniture for our homeSince then, our bed has broken twice! Last week Bob's came out to fix the bedIt's broken againOur recliner has to be replaced as wellToday, I found out that one of our dining room chairs is broken! I am in a wheelchair so it is only used when guests come over! This is outrageousI keep having to pay for repairsWhen I called, the person went on and on about the [redacted] and warrantyNo, I didn't buy itHowever, if your furniture only lasts two years that speaks volumes about the qualityNever again will I order from Bob's
Good Afternoon Raymond and Revdex.com, We are very sorry that the [redacted] protection [redacted] purchased has not fulfilled the customer’s needs I was able to review the photos of the pieces and I do agree with the tech that there is no manufacturing defect on the set I was hoping that this manufacturer offered replacement pieces on the seat cores; I was going to offer to order new cores Unfortunately this vendor does not offer that option Offering to cancel and refund any [redacted] is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We understand that you feel you were mislead at the time of purchase, the [redacted] details do not state that the [redacted] will cover wear on the piecesWe do not purposefully mislead our customers into any buying choice We will honor this customer request to be refunded the purchase price on the [redacted] protection *** That has been created and the customer can reach out to their store with Visa card ending in for the credit to be finalized If this customer no longer has the original Visa card they can simply stop by any Bob’s store with a photo ID and the new credit card and the store will be able to finalize Credit number to reference is [redacted] Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Our records indicate that this customer last completed a pick up of the replacement chair on At this time (12.12.2015) I believe that the customer is still communicating that the chair they took from us on was “the wrong chair” Can you please ask the customer to describe specifically how/why the chair they picked up on is incorrect? Is there a variation in the color of the replacement chair verse the other chairs? Was the replacement chair the customer picked up on not an arm chair? Please let our customer know that we are very sorry for any inconvenience we have caused while trying to replace the damaged chair and the answers to the above questions will help us ensure that we do not fail our customer again
Good Afternoon Revdex.com, No questioning the fact that we have let our customer down hereI called our customer [redacted] ) today and apologized for the inconveniences we have caused her overall [redacted] has brought a serious coaching concern to our attention as she believed she was scheduled to receive her table base on when that was the date we would actually be receiving a re-stocking shipment of this table base from the vendorI have assured [redacted] that we will address this coaching concern internally and we now have our customer fully scheduled for her table base even exchange on Sincerely, StephanieG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on my apologies to our customer for the disappointment they are currently experiencing with this product Our records indicate that this sofa was delivered to our customer on 09/14/and this concern was first reported to us on 12/01/At that point the Bobs Discount Furniture ( year) Warranty had expired on the merchandiseThe customer did purchase the [redacted] *** protection plan which, as its name depicts, offers coverage against accidental concerns causing damage to the furniture We do expect our sales professionals to provide a general overview of the additional protection plan during the excitement of the sale and we provide a document not only ‘checking off’ what is covered by the plan, but also indicating that there are exclusions to this plan and should the customer seek knowledge of exclusions they are to refer to their full plan documentsWe cannot force a consumer into the act of educating themselves on every exclusion denounced with the protection plan and we do our best to properly prepare them in written word as to what is covered The protection plan is also managed by a third party company called ‘ [redacted] ’ therefore we have no way of forcing this company into covering what they consider an exclusion to their plan The technician report we were provided on indicates that the seat of the merchandise is sinking; however the cause of this sinking is related to use over the period of years that the customer has maintained the merchandiseIt is completely common and should be expected that any seat of any product loose resiliency over a period of usageIn most cases we do offer service at no cost to our customers as a courtesy, in this specific case the technician also reports to have seen noticeable scratches from an animal on all seats cushionsAs animal damage is not a wear and tear concern and stems from events beyond Bobs Discount Furniture’s control we are unable to offer further courtesy recourses on merchandise containing animal damages [redacted] *** is an extremely valuable plan when used within its intended guidelines for accidental damage protection and we do apologize to our customer that we are unable to offer further recourse for events not covered under this protection plan/occurrences of animal damage Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- I received [redacted] information through another outlet, we have already been in contact, she has had her delivery and we have offered compensation, which she has accepted Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, We apologize for any and all inconveniences we have caused our customer and look forward to the opportunity to make this concern right I have reached out to this customer directly via phone this morning and provided my direct telephone number on an answering machine for their follow up As this concern requires the confirmation of specific details and dispatch of service technician and/or delivery team I feel it is best that I communicate with this customer verbally if at all possible Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] , I am so sorry that you have been having difficulty getting your concerns properly addressed and I apologize further that you feel the service you have received has been insincere and unsympatheticI can assure that having been our Customer Care Department Trainer for several years, we genuinely do care and wish to solve every concern any customer has Our Goof Proof Protection Plans are extremely valuable protection plans when used within the appropriate guidelines and we continually find more successful results with customers who have purchased these plans verses customers who have not purchased the additional protectionIt is never our intention to simply deny a customer a resolution for their concern and I apologize that you have received such a lack of appropriate attention towards your complaint While I understand that you do not want to spend any more of your valuable time on this concern I am unable to properly located your (your sisters?) account with the information you have provided meI did locate an account by address that I think may be your sisters, is her first name [redacted] ? I really do have a vested interest in helping you resolve the concerns with these chairs and I appreciate you bringing the obvious coaching needs we have to my direct attentionWould you please respond to me with your sister’s full name, telephone number she used for this purchase, sales order number, or delivery address so I can verify that I am offering the correct customer resolution? If I may, I would also suggest that you attach pictures of the chairs and their concerns to your response so I can review these damages with my Service Management TeamIf a service technician has already been to your sister’s home we can work off of his report, however with pictures I can most likely have a direct answer for you with 1-days of you sending them in Thank you for your time and I apologize again that you have been so disappointed by us; I only wish to make this right for you [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , 16px;"> I apologize that you are so unsatisfied with the product you purchased from Bobs Discount FurnitureI do understand how aggravating this concern is and I assure you that Bobs truly wishes to help every customer who has a concern Our records reflect that you received this set on and had not made us aware of any concerns until Upon visiting your home on our technician determined that the drawers breaking on the bottom are a result of overstuffing them for an extended period of timeThis is considered wear and tear damage and there is no warranty coverage offered by Bobs or Goof Proof for damage of this natureI am so sorry that we failed you in referring you to Goof Proof for coverage, that is our fault and we have already begun addressing the training concerns we have with the agent you spoke withI thank you for bringing this failure to our attention As a courtesy we can offer to place an order for parts on your behalfWe can order you a new top drawer to your dresser and a new bottom drawer for your chest, as these are the drawers reflected in the technician’s report as having concernsShould you accept this part order the approximate shipping time to you would be around 10-weeks as the vendor who manufactures your dresser and chest is located overseas I will await your response prior to placing this order for parts, please respond as I am keen on helping you resolve your complaint Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I spoke with [redacted] today (8.05.2014) as he requested and I am currently working with him directly to seek resolution for his concern [redacted] has agreed to submit photos of the table to me and working off these photos I can research the best possible avenue to satisfy our customerBobs Discount Furniture is truly sorry for any confusion that may have been set forth during the time of sale and for the lack of care [redacted] has received when speaking with the [redacted] companyWe are grateful for the opportunity to assist our customer directly I have emailed [redacted] with my direct contact information and if for some reason that email did not go thru please pass along my email and my phone to him: [redacted] ###-###-#### / [redacted]
Good Morning Revdex.com, size="3"> We are very sorry about the errors that were made while processing this refund, causing our customer any inconveniencesPlease assure our customer that we will be following up directly with our staff regarding the coaching concerns that have been brought to our direct attentionOur records show information from mid February indicating that we were continually waiting on the customer to contact us back with their credit card information; we do not keep original credit card information on file for our customer’s protectionWe will certainly research further to address the multiple calls the customer asserts to have continually made to us, of course their refund concerns should have been addressed and resolved within one phone call after we received verification of the credit card number In researching this customer’s account today (3.10.2015), our records do indicate that the refund has been completely released and returned from our end as of We can certainly understand the immediate need to have these funds back on such a large purchase like this and we feel terrible about any delay that may have occurred in our release of these fundsThe fact remains that even after we release these funds there is another party involved in getting these funds back to the customer (their bank)The refund was also released and processed over the occurrence of a weekend which is significant due to the nature of this transactionTechnically speaking today (3.10.2015) including the release date of Friday 3.06.2015, would make three business days from processing these electronic funds from our end Three – five business days is a very common timeline that occurs between two companies processing an electronic refund for any consumer I would expect that the funds be completely reallocated to the original method of payment by this Thursday (3.12.2015) which would meet our expectations of a maximum five day processing time, if this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time if the customer is still waiting on the refund it is due to the processing time associated with the bank their card is thru I apologize again for the inconvenience our failures caused our customer and genuinely hope that our customer will provide us with another opportunity to earn their trust back in our business in the future Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The options that [redacted] offered me are no acceptable They forced me to choose something or get nothing I want a refund for my warranty which was $from Bobs You sold me a policy/warranty that covers none of the things that John K [redacted] promised me It was fraud It was a way to get more money from me as a customer I also do not appreciate in any way the run around I got BOTH times I had a claim In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim I want that $back 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 Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them? Thank you very much Sincerely, [redacted] [redacted]
Good Morning Revdex.com, face="Calibri">Please pass on our sincerest apologies for the poor experience our customer outlines to have endured with usWe completely understand our customer’s aggravation and in direct relation to our understanding of this, the customer’s account reflects the completion of a settlement agreement that both the customer and our company established directly to resolve this claim (6.30.2015)We apologize to our customer again for any inconvenience the merchandise or the terms of our protection plan caused them and consider this concern resolved at this time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning "Verdana","sans-serif [redacted] , I’m sorry to learn of your disappointment with the products you purchased from usI assure you we want to resolve any concern our customer may have in the most fair and adequate manner Your account indicates that as of you spoke with another Corporate Liaison (Jennifer) who set up a service call for your mattressYour mattress has a warranty associated with it and if you look at your sales receipt you’ll find (under Service Policy) that if there is a defect in your mattress, as deemed by our technician, we will have avenues available for further resolutionPlease call us to set up this service appointment as we care very much about our customers getting a good nights sleep on the bedding they select In regards to the living room furniture, we worked above and beyond the refund policy you signed at time of purchase and took back your chair for a refund without requiring any inspectionThis was an extreme effort put forth by our business to address your concerns as an individual and work beyond policyHad you made us aware of your product concerns with the sofa and ottoman we absolutely would have acted under our Service Policy and addressed your concernsAs you have now sold these items at your own discretion our business can no longer be held responsible for their condition or any offer for recourseIn essence you are asking a retailer to give you money for an item they have no way of inspecting to confirm your allegation, an item you have made money off of in a private sale, and an item you have no way of physically returning to the retailer I’m so sorry and Bobs Discount Furniture truly wishes to help every customer with any concern however due to the facts associated with this request we have no further recourse to offer you related to the past purchase on the living room furniture We look forward to scheduling your mattress inspection and helping you move forward into a better nights sleep Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Will NEVER purchase from Bob's again! Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception Got phone call Monday, not being delivered My husband and I spoke with different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery A manager is supposed to call us back before 1pm, but doubtful So now my husband has taken days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Complaint: [redacted] I am rejecting this response because: Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said itemNow, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed It is feasible that the delivery men tossed the headset in the bag and into the dresserIt was exactly weeks since I filed a complaint Even if it had been a month it makes no difference Items in MY home should still be there Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, address provided here, and email addressI can find no account records at all and am unable to move forward in investigating this concern further Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted%
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any and all inconveniences that the concern with her merchandise has caused herAt this time our records indicate that while the customer is outside of her direct warranty through Bobs Discount Furniture we did provide a service for a seating concern while she was within warranty For this reason we will honor offering the option that would be available to her should her [redacted] *** have covered this occurrenceWe have placed a reselection credit into the system for the customer based on the price point she paid for the sectionalShould she be interested in re purchasing the [redacted] *** she may do that at the new time of sale, we will not be including a credit for the original protection plan in this offer as the protection plan offers a one time replacement and that agreement is technically being fulfilledThe customer will not be charged a new delivery fee on the new sales order and we will remove the current sectional pieces on the same date we deliver the new merchandise The active credit is available to the customer to use thru and the credit number within our system is: [redacted] We would consider this concern resolved at this time, please have the customer advise you if there is anything else she feels she needs assistance with Should the customer accept this option but have questions regarding the active credit please pass along that a call to our Customer Care Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are able to assist in answering questions Kind Regards, [redacted] Bobs Discount Furniture
Good Afternoon, I spoke with Ms [redacted] yesterday, June 28, in regard to her complaint involving bed bugsAs she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home for months and only first notified us of her concerns, last weekIn addition she resides in a unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks We empathize with Ms***'s plight however, we have no recourse to offer
Two years ago my boyfriend and I purchased all new furniture for our homeSince then, our bed has broken twice! Last week Bob's came out to fix the bedIt's broken againOur recliner has to be replaced as wellToday, I found out that one of our dining room chairs is broken! I am in a wheelchair so it is only used when guests come over! This is outrageousI keep having to pay for repairsWhen I called, the person went on and on about the [redacted] and warrantyNo, I didn't buy itHowever, if your furniture only lasts two years that speaks volumes about the qualityNever again will I order from Bob's
Good Afternoon Raymond and Revdex.com, We are very sorry that the [redacted] protection [redacted] purchased has not fulfilled the customer’s needs I was able to review the photos of the pieces and I do agree with the tech that there is no manufacturing defect on the set I was hoping that this manufacturer offered replacement pieces on the seat cores; I was going to offer to order new cores Unfortunately this vendor does not offer that option Offering to cancel and refund any [redacted] is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We understand that you feel you were mislead at the time of purchase, the [redacted] details do not state that the [redacted] will cover wear on the piecesWe do not purposefully mislead our customers into any buying choice We will honor this customer request to be refunded the purchase price on the [redacted] protection *** That has been created and the customer can reach out to their store with Visa card ending in for the credit to be finalized If this customer no longer has the original Visa card they can simply stop by any Bob’s store with a photo ID and the new credit card and the store will be able to finalize Credit number to reference is [redacted] Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Our records indicate that this customer last completed a pick up of the replacement chair on At this time (12.12.2015) I believe that the customer is still communicating that the chair they took from us on was “the wrong chair” Can you please ask the customer to describe specifically how/why the chair they picked up on is incorrect? Is there a variation in the color of the replacement chair verse the other chairs? Was the replacement chair the customer picked up on not an arm chair? Please let our customer know that we are very sorry for any inconvenience we have caused while trying to replace the damaged chair and the answers to the above questions will help us ensure that we do not fail our customer again
Good Afternoon Revdex.com, No questioning the fact that we have let our customer down hereI called our customer [redacted] ) today and apologized for the inconveniences we have caused her overall [redacted] has brought a serious coaching concern to our attention as she believed she was scheduled to receive her table base on when that was the date we would actually be receiving a re-stocking shipment of this table base from the vendorI have assured [redacted] that we will address this coaching concern internally and we now have our customer fully scheduled for her table base even exchange on Sincerely, StephanieG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on my apologies to our customer for the disappointment they are currently experiencing with this product Our records indicate that this sofa was delivered to our customer on 09/14/and this concern was first reported to us on 12/01/At that point the Bobs Discount Furniture ( year) Warranty had expired on the merchandiseThe customer did purchase the [redacted] *** protection plan which, as its name depicts, offers coverage against accidental concerns causing damage to the furniture We do expect our sales professionals to provide a general overview of the additional protection plan during the excitement of the sale and we provide a document not only ‘checking off’ what is covered by the plan, but also indicating that there are exclusions to this plan and should the customer seek knowledge of exclusions they are to refer to their full plan documentsWe cannot force a consumer into the act of educating themselves on every exclusion denounced with the protection plan and we do our best to properly prepare them in written word as to what is covered The protection plan is also managed by a third party company called ‘ [redacted] ’ therefore we have no way of forcing this company into covering what they consider an exclusion to their plan The technician report we were provided on indicates that the seat of the merchandise is sinking; however the cause of this sinking is related to use over the period of years that the customer has maintained the merchandiseIt is completely common and should be expected that any seat of any product loose resiliency over a period of usageIn most cases we do offer service at no cost to our customers as a courtesy, in this specific case the technician also reports to have seen noticeable scratches from an animal on all seats cushionsAs animal damage is not a wear and tear concern and stems from events beyond Bobs Discount Furniture’s control we are unable to offer further courtesy recourses on merchandise containing animal damages [redacted] *** is an extremely valuable plan when used within its intended guidelines for accidental damage protection and we do apologize to our customer that we are unable to offer further recourse for events not covered under this protection plan/occurrences of animal damage Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- I received [redacted] information through another outlet, we have already been in contact, she has had her delivery and we have offered compensation, which she has accepted Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison