Good Afternoon Revdex.com, 16px;"> Please pass on my apologies to [redacted] for the product concern he has experienced with the drawer on his sofaIn regards to his account of our technician’s visit, I assure him that our technician’s intentions were not to convey any rudeness and as a part of our process’s we prefer that our customer care agents speak with our customers about their service results rather than our technician’s Our customer care agents are continually trained and coached to provide our customers with the best care we have to offer and as [redacted] has fully accounted for in his complaint, Bobs Discount Furniture has made several exceptions to please him as an individual in our quest to resolve his product concern As Bob’s Discount Furniture is a company that prides itself on core values such as honesty and transparency we do not work the pricing of a delivery fee into the price we sell our product for [redacted] did not originally pay us a delivery fee to deliver his merchandise and regretfully a product’s defect does not outline that a business must cover the cost of paying for the fees associated with a deliveryDelivering furniture is a business in itself and we offer our customer’s that service at a reasonable costBecause we care about [redacted] and sought so desperately to satisfy him, we agreed to pay the cost of delivering his new item as a courtesy for this product’s defectAs we do not expect our customer’s new product to have any factory defects we are unable to make agreements associated with a scenario that does not exist I am sorry that [redacted] finds our policy page confusing in reference to the information associated with our ‘Refund and Cancelation Policy’ as I feel it clearly outlines our policy so our customers can understandI have pasted the information from [redacted] ’s sales invoice below for your reviewMy believe is that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because he picked this sectional up instead of having it deliveredThe document should be able to clear up any confusion as it lists what a take with sale actually is [redacted] picked up ‘stocked merchandise’ from us and per the information he was provided a return for a monetary refund would not be possible at this time REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise usedTake-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors We are happy to provide [redacted] with the valuable option of replacing his defective product and covering the cost of delivering him a factory fresh model as a one time courtesyWe look forward to receiving [redacted] ’s call to schedule this option for resolution Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care 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 on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise This claim was denied by [redacted] as the customer could not report to them when the damages occurred or how She reported that she saw some nicks on the railsThis is not damage from a single accident As a courtesy we sent our technician out to touch up the nicks that the customer reported He found the bed to be in poor condition with several damages caused in the home The photos he submitted to us support that report The technician deemed the damage to be unrepairable Goof Proof Plus covers the merchandise for all Manufacturing Defects and damage that is the result of a single accident It is not sold as a plan that covers everything The flyer given to the customer as point of sale clearly states the two sides of the coverage We have attached it for review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Roman" size="3"> We sincerely apologize for the frustration and aggravation our customer cites to have ensured during our attempt at delivering merchandise I can certainly empathize to our customer’s point of view in this matter however it is also important that we consider our delivery team’s point of view during this interaction It does not benefit our delivery team in any way to not deliver merchandise they have on their runOur teams are compensated by stops completed and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative mark on their abilitiesAlong with now having to work around that merchandise for the rest of their day (this was only the team’s second stop out of fourteen), the team is also responsible to safely off load that merchandise to a return trailer prior to leaving for the dayIt is also important to understand that when delivering to an apartment complex and causing any type of damage (even a minor scratch on a wall) the delivery team is heavily penalized and monetary funds are usually deducted from their check to reimburse building owners for damage repairsAgain, not delivering merchandise is more of a hinder than a help to any driverWe do not feel our drivers would ever purposely elect not to deliver product We stand behind our delivery team’s determination that there may have been damages caused to the merchandise or to the building by making this deliveryAs a retailer we have no way of verifying if there were any damages caused during the transit and carriage of this merchandise into the customer’s apartment building during the pick upIt has been several days since the customer completed this transfer on their own and we cannot fully base our offer of apology on the customer’s perception of what occurred during their own transit of the productWhile we are sorry that the customer needed to pick up the merchandise at all regretfully we cannot take responsibility for the day selected to go pick up the merchandise and weather conditions that were present in that area on this dayAs a business we do not deny that by our customer’s assessment our delivery service failed this attempt so we refunded the original delivery fee paid to usThis is a fair and even resolution for such an occurrenceWe have already offered this customer a further form of apology Our records indicate that as of our retail location processed a Bobs Discount Furniture Gift Card request in the amount of $The ottoman is also being sent to the [redacted] Bobs Store for pickup (it’s a smaller item and the showroom is only built with a small amount of additional space for extra merchandise) and will not need to be retrieved from the [redacted] , NJ warehouse location We apologize to our customer again for the frustration and aggravation this process has caused
Good Morning Mr [redacted] , The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reportedYour claim for the dining room chair would have been denied as the chair was being used for the its intended purpose (sitting), when the damage occurredGiven the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, wear and tear or an accident in the homeThe one year manufacturer warranty expired March and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since nor can we refund the protection planAs a token of our appreciation for business I will be happy to issue a $gift card which you may use toward the purchase of replacement chairs.Thanks [redacted] **
Good Afternoon Revdex.com, face="Calibri">Please pass on our sincere apologies for the events that occurred on and the delay these unexpected events caused thereafterBy all accounts and by all parties involved our company was informed that the occasional tables were successfully delivered to the customer’s address on Per the informational trifold provided during the time of sale any customer is able to have another person (years or older) available to accept their deliveryAgain we are very sorry for any delay that caused unintended inconvenience to our customer, however as a business we must take the appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior to allowing another delivery to take place As of today (1.26.2015) our records indicate that the customer has reselected to an occasional table set of lesser value and the difference in between the original selection and this new selection has been refunded to the customer’s original method pf payment The new occasional table set is scheduled to be delivered on We have also added special notes for the new delivery team’s review that no one except the customer (confirmed with proper ID) is permitted to take possession of these occasional tables
Good Afternoon Ms [redacted] , I apologize for the delay and inconvenience surrounding the much needed part for the power reclinerI understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-monthsAt your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-business daysI apologize that we weren't able to get the part much soonerGiven the date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defectAs a courtesy I can reenter the part order, free of charge as a one time courtesy The order time and expected date of arrival will be late August, early SeptemberWould you like me to reinstate the order?Thanks, [redacted] **
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 Tiffany to rectify the situation and reach a satisfactory outcomeIt appears we are waiting on a third party to inspect the home and the piece 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
Complaint: [redacted] I am rejecting this response because: reasons I would like to make you aware that things became even worse after I sent this complaint Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled It wasn't until 6:30pm on 2/(hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/(hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated serviceI was also told I was stop # I woke up at 6am on Saturday (my only day off) to wait for the delivery By 7:20am I called Customer Care to ask for my cr to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am" Much to my surprise, I stated I was the 6:30-9:window and she said "well I don't know who would've told you that I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN This was again very frustrating as I had an appointment to renew my U.SPassport at 11am that I could not delay One hand does not talk to the other at your company Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize That was the 1st noble thing anyone from you company did Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again I REAL gesture would be a $credit on the matress as well as the $delivery fee THAT would encourage me to shop there again rather than being forced to I would gladly return the $gift card and close this complaint if you would accomodate That would accually reduce your "compensation" to me from $to $ Sincerely, [redacted] Keeley
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 After I also posted a complaint on Bob's Facebook page I was finally contacted by Bob's customer care personal and they apologize for all the problems I was having and they are sending a replacement on the sofa bed Sincerely, [redacted] ***
Good Afternoon [redacted] , face="Times New Roman" size="3"> I feel terrible after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseI apologize further that the chair originally selected was going to take so long to come in, our special orders are sent via container shipment only from our overseas manufacturersThis means that once a container is completely filled, only then will it be released for shipment across the ocean and this process can and will cause a delay verse what we already have in stock It is inexcusable that you weren’t informed of any cancelation and we take full responsibility for our failures; we do hope you can accept our deepest apologiesYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action We can certainly understand your frustration and acknowledge the reasons why you feel owed something additional after the successful delivery of the chair Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usOur records indicate that the original concern has been made right and the chair was delivered as of yesterday (3.10.2015) While it is not procedure to so we do recognize that we have failed you and we are willing to make an exception in this case to work above our compensation guidelines and policies We can offer to provide you with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($39.99)Should you wish to accept this offer, please respond to this communication via the Revdex.com as ‘satisfactory’ and we will have that charge sent back to the financing company ( [redacted] ***) used to make this purchase Should you seek to cancel the year protection plan you purchased (Goof Proof Plus) you are well within the guidelines to initiate that cancelation through our Customer Care TeamThe Goof Proof Plus Protection Plan can be canceled for a full refund within thirty (30) days of deliveryThis plan is extremely comprehensive and is managed by Bobs (for defects) and Guardian Protection Products (for accidents), due to the inclusion of multiple companies and records transfer this cancelation and refund requires direct verbal attention and processing from a member of our Goof Proof Plus Liaison GroupWe can certainly process this transaction via telephone with you and ask that you contact our Customer Care Offices at [redacted] (Mon- Friday 6:30a -8:00p) for further assistance with this specific request I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I recently purchased a split box spring set and was told the delivery would be this Thursday I received a voicemail from the store to call back to confirm the delivery address minutes later I proceed to call back and confirm the correct delivery address On the scheduled delivery date, no one showed up When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week Seriously? I have a phone log of the time I called back Careless mistakes show the lack of care for customers
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 Just as a clarification, I was calling for the goof proof protection when I called to have someone come out and take a look at it If the person on the phone didn't understand that, I shouldn't be to blame I specifically stated that I was calling to make a claim on my goof proof warranty for my sofa I didn't say that what was wrong with the sofa was a defect in the product I stated that it was an accident at the house, and that I wanted to have it repaired No one told us to call guardian Not when I called to state the problem, not when the tech came to the house, and not when my Father in Law was on the phone with the Customer Service DepartmentWe would like to take the credit for the merchandise If you could please let us know how we would go about redeeming that Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights I had to move from the region because there were no jobs in the area and I had to move to procure employment The quality of the furniture and wherever it is located in these United States has nothing to do with one another I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam It doesn't take an inspector coming out to my home to see that the furniture is substandard If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over months old(and still under factory warranty) what is it going to be like in year, years, years down the road? I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question? I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it 30% off of furniture that is virtually worthless is no consolation to me I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money Sincerely, [redacted]
Good Morning Revdex.com, As *** depicted the report that [redacted] has differs very much from the accident report she has listed belowTo [redacted] point – Bobs Discount Furniture does take ownership for researching options to help our customers who have been inconvenienced by [redacted] denialsWe are able to offer our customer an even exchange of the bed railings under the terms and conditions of the [redacted] Agreement Should *** and/or *** wish to accept this exchange we ask that one of them contact our customer care office at their earliest convenience to schedule this pickup/delivery If *** and/or *** wish to accept this exchange they will be agreeing that: -Bobs Discount Furniture is not responsible for any color difference that may be present between the new bed railings and the rest of the furniture that has been in the home since I do not expect there to be a color difference, however we feel it best to make our customers aware ahead of time that should their preference present an issue we are unable to provide recourse for a concern of that natureCertain events like continued exposure to sun through a window over the period if three years can cause wood to dry out and slightly change in color, as I do not reside in this customer’s home I wouldn’t be able to know for sure if events like this have taken place with said product - The Goof Proof Protection Plan allows for a one time replacement on items covered under the planThis would be the customer’s one time replacement and the Goof Proof would no longer exist on the bed railings as the agreement of the plan has been fulfilled for the railingsThe Goof Proof Protection would remain active on the other items of the bedroom set for the original term Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the end of the first week of November We have the current options available for recourse in relation to this customer’s concern: Either: To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return the delivery fee after we have successfully completed to the customer Or a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer The delay was not due to the miscommunication with the Goof Proof plan The customer would have received a call from the store regarding the delay and not being able to fulfill our delivery Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in April At the time the sale was created the customer purchased [redacted] *** This gave the customer five years protection for all damages that occur through a single accident These are to be reported to [redacted] for review and recourse The merchandise came with a one year warranty for manufacturing defects through Bob’s That one year period ended in May The set that was originally delivered was reported to have issues within the first year, during the manufacturing warranty period, so it was covered We offered the customer a Best Effort Service This is a courtesy service to see if the tech can make any repairs with the stock supplies on his truck This is a service we offer free of charge for the tech to stuff or sew up seam separations or touch up pieces The tech went to the home on He did not report that there were any defects present He did report that the pieces were condition for pieces that have been in the home being used for over four years These pieces are far outside of the one year warranty and we have already extended a Best Effort service There are no parts available for this set We have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Revdex.com- 10pt;">We have absolutely failed this customer on this order First hardware was missing, then the order was written up and the address was not updated We do see at this time the customer has allowed the service to take place; the pieces are properly assembled in the home We would very much like to extend our sincere apologies for the stress we have caused this customer We would like to offer this customer compensation in the form of a $gift card as a token of our apologies for the time they have spent dealing with our errors If the customer accepts this offer they need only accept back to the Revdex.com mediation service and I will create the paperwork necessary Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountWe have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com- We are very sorry for the delay in having this rectified for the customer We do understand that sometimes the technician does not want to give the bad news to a customer in the customer’s home The instead tell the customer what the customer wants to hear to avoid a confrontation This is something we are working on We have a policy in place for when a customer does not agree with a technician’s report, we ask the customer to submit photos (if the tech did not) of what they are stating the issue is We have a team that is trained to look at these photos specifically to note if there are manufacturing defects I see that the process has worked and the customer has been set up for a reselection credit If there are any other issues, please make us aware through the Revdex.com mediation service of calling into customer care Thank you, Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I am truly sorry that this customer did not find our first response satisfactory and my apologies also for my typo within that first response – the customer is correct in stating her warranty period is valid in the month/year of April Bob’s prides itself on providing our customers quality service and the best value product for the priceOur primary focus is on making it right so that our customer’s are satisfied with the product that they have selected and purchased from usWe currently have an even exchange scheduled to resolve this concern Please express to our customer that it was never our intention to place blame, hence the reason we have agreed to offer her a replacement ottomanWe do stand behind our technician’s reports as they are our eyes in the environment where the products have been maintained, when there is a concern based off of a technician’s findings we in customer care do everything in our power to address the customer’s need above what information was placed into the reportThis is another reason why we have agreed to replace the ottoman at no cost to this customerAs the customer was previously offered this option with her goof proof plus plan being voided, we have come back to her with a better offer than what she was originally presented with; although this isn’t the exact option this customer is seeking we feel it is the appropriate way to make this concern right I do understand the customer’s frustration with us and agree that she has reason to be frustrated with us based on how poorly her initial request was answeredA factory fresh version of this product is a fair offer that balances both the needs of our customer and the needs of our business based on this concern and our company policiesFurniture today is mostly built on an assembly line for mass-production and just like any other industry that replenishes off of mass-production regretfully we do experience instances of defective or damaged productOne defective item does not mean the entire batch produced is defective or damaged Thank You, [redacted] * [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] [redacted]
Good Afternoon Revdex.com, 16px;"> Please pass on my apologies to [redacted] for the product concern he has experienced with the drawer on his sofaIn regards to his account of our technician’s visit, I assure him that our technician’s intentions were not to convey any rudeness and as a part of our process’s we prefer that our customer care agents speak with our customers about their service results rather than our technician’s Our customer care agents are continually trained and coached to provide our customers with the best care we have to offer and as [redacted] has fully accounted for in his complaint, Bobs Discount Furniture has made several exceptions to please him as an individual in our quest to resolve his product concern As Bob’s Discount Furniture is a company that prides itself on core values such as honesty and transparency we do not work the pricing of a delivery fee into the price we sell our product for [redacted] did not originally pay us a delivery fee to deliver his merchandise and regretfully a product’s defect does not outline that a business must cover the cost of paying for the fees associated with a deliveryDelivering furniture is a business in itself and we offer our customer’s that service at a reasonable costBecause we care about [redacted] and sought so desperately to satisfy him, we agreed to pay the cost of delivering his new item as a courtesy for this product’s defectAs we do not expect our customer’s new product to have any factory defects we are unable to make agreements associated with a scenario that does not exist I am sorry that [redacted] finds our policy page confusing in reference to the information associated with our ‘Refund and Cancelation Policy’ as I feel it clearly outlines our policy so our customers can understandI have pasted the information from [redacted] ’s sales invoice below for your reviewMy believe is that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because he picked this sectional up instead of having it deliveredThe document should be able to clear up any confusion as it lists what a take with sale actually is [redacted] picked up ‘stocked merchandise’ from us and per the information he was provided a return for a monetary refund would not be possible at this time REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise usedTake-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors We are happy to provide [redacted] with the valuable option of replacing his defective product and covering the cost of delivering him a factory fresh model as a one time courtesyWe look forward to receiving [redacted] ’s call to schedule this option for resolution Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care 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 on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise This claim was denied by [redacted] as the customer could not report to them when the damages occurred or how She reported that she saw some nicks on the railsThis is not damage from a single accident As a courtesy we sent our technician out to touch up the nicks that the customer reported He found the bed to be in poor condition with several damages caused in the home The photos he submitted to us support that report The technician deemed the damage to be unrepairable Goof Proof Plus covers the merchandise for all Manufacturing Defects and damage that is the result of a single accident It is not sold as a plan that covers everything The flyer given to the customer as point of sale clearly states the two sides of the coverage We have attached it for review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Roman" size="3"> We sincerely apologize for the frustration and aggravation our customer cites to have ensured during our attempt at delivering merchandise I can certainly empathize to our customer’s point of view in this matter however it is also important that we consider our delivery team’s point of view during this interaction It does not benefit our delivery team in any way to not deliver merchandise they have on their runOur teams are compensated by stops completed and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative mark on their abilitiesAlong with now having to work around that merchandise for the rest of their day (this was only the team’s second stop out of fourteen), the team is also responsible to safely off load that merchandise to a return trailer prior to leaving for the dayIt is also important to understand that when delivering to an apartment complex and causing any type of damage (even a minor scratch on a wall) the delivery team is heavily penalized and monetary funds are usually deducted from their check to reimburse building owners for damage repairsAgain, not delivering merchandise is more of a hinder than a help to any driverWe do not feel our drivers would ever purposely elect not to deliver product We stand behind our delivery team’s determination that there may have been damages caused to the merchandise or to the building by making this deliveryAs a retailer we have no way of verifying if there were any damages caused during the transit and carriage of this merchandise into the customer’s apartment building during the pick upIt has been several days since the customer completed this transfer on their own and we cannot fully base our offer of apology on the customer’s perception of what occurred during their own transit of the productWhile we are sorry that the customer needed to pick up the merchandise at all regretfully we cannot take responsibility for the day selected to go pick up the merchandise and weather conditions that were present in that area on this dayAs a business we do not deny that by our customer’s assessment our delivery service failed this attempt so we refunded the original delivery fee paid to usThis is a fair and even resolution for such an occurrenceWe have already offered this customer a further form of apology Our records indicate that as of our retail location processed a Bobs Discount Furniture Gift Card request in the amount of $The ottoman is also being sent to the [redacted] Bobs Store for pickup (it’s a smaller item and the showroom is only built with a small amount of additional space for extra merchandise) and will not need to be retrieved from the [redacted] , NJ warehouse location We apologize to our customer again for the frustration and aggravation this process has caused
Good Morning Mr [redacted] , The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reportedYour claim for the dining room chair would have been denied as the chair was being used for the its intended purpose (sitting), when the damage occurredGiven the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, wear and tear or an accident in the homeThe one year manufacturer warranty expired March and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since nor can we refund the protection planAs a token of our appreciation for business I will be happy to issue a $gift card which you may use toward the purchase of replacement chairs.Thanks [redacted] **
Good Afternoon Revdex.com, face="Calibri">Please pass on our sincere apologies for the events that occurred on and the delay these unexpected events caused thereafterBy all accounts and by all parties involved our company was informed that the occasional tables were successfully delivered to the customer’s address on Per the informational trifold provided during the time of sale any customer is able to have another person (years or older) available to accept their deliveryAgain we are very sorry for any delay that caused unintended inconvenience to our customer, however as a business we must take the appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior to allowing another delivery to take place As of today (1.26.2015) our records indicate that the customer has reselected to an occasional table set of lesser value and the difference in between the original selection and this new selection has been refunded to the customer’s original method pf payment The new occasional table set is scheduled to be delivered on We have also added special notes for the new delivery team’s review that no one except the customer (confirmed with proper ID) is permitted to take possession of these occasional tables
Good Afternoon Ms [redacted] , I apologize for the delay and inconvenience surrounding the much needed part for the power reclinerI understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-monthsAt your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-business daysI apologize that we weren't able to get the part much soonerGiven the date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defectAs a courtesy I can reenter the part order, free of charge as a one time courtesy The order time and expected date of arrival will be late August, early SeptemberWould you like me to reinstate the order?Thanks, [redacted] **
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 Tiffany to rectify the situation and reach a satisfactory outcomeIt appears we are waiting on a third party to inspect the home and the piece 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
Complaint: [redacted] I am rejecting this response because: reasons I would like to make you aware that things became even worse after I sent this complaint Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled It wasn't until 6:30pm on 2/(hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/(hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated serviceI was also told I was stop # I woke up at 6am on Saturday (my only day off) to wait for the delivery By 7:20am I called Customer Care to ask for my c
r to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am" Much to my surprise, I stated I was the 6:30-9:window and she said "well I don't know who would've told you that I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN This was again very frustrating as I had an appointment to renew my U.SPassport at 11am that I could not delay One hand does not talk to the other at your company Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize That was the 1st noble thing anyone from you company did Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again I REAL gesture would be a $credit on the matress as well as the $delivery fee THAT would encourage me to shop there again rather than being forced to I would gladly return the $gift card and close this complaint if you would accomodate That would accually reduce your "compensation" to me from $to $ Sincerely, [redacted] Keeley
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 After I also posted a complaint on Bob's Facebook page I was finally contacted by Bob's customer care personal and they apologize for all the problems I was having and they are sending a replacement on the sofa bed Sincerely, [redacted] ***
Good Afternoon [redacted] , face="Times New Roman" size="3"> I feel terrible after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseI apologize further that the chair originally selected was going to take so long to come in, our special orders are sent via container shipment only from our overseas manufacturersThis means that once a container is completely filled, only then will it be released for shipment across the ocean and this process can and will cause a delay verse what we already have in stock It is inexcusable that you weren’t informed of any cancelation and we take full responsibility for our failures; we do hope you can accept our deepest apologiesYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action We can certainly understand your frustration and acknowledge the reasons why you feel owed something additional after the successful delivery of the chair Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usOur records indicate that the original concern has been made right and the chair was delivered as of yesterday (3.10.2015) While it is not procedure to so we do recognize that we have failed you and we are willing to make an exception in this case to work above our compensation guidelines and policies We can offer to provide you with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($39.99)Should you wish to accept this offer, please respond to this communication via the Revdex.com as ‘satisfactory’ and we will have that charge sent back to the financing company ( [redacted] ***) used to make this purchase Should you seek to cancel the year protection plan you purchased (Goof Proof Plus) you are well within the guidelines to initiate that cancelation through our Customer Care TeamThe Goof Proof Plus Protection Plan can be canceled for a full refund within thirty (30) days of deliveryThis plan is extremely comprehensive and is managed by Bobs (for defects) and Guardian Protection Products (for accidents), due to the inclusion of multiple companies and records transfer this cancelation and refund requires direct verbal attention and processing from a member of our Goof Proof Plus Liaison GroupWe can certainly process this transaction via telephone with you and ask that you contact our Customer Care Offices at [redacted] (Mon- Friday 6:30a -8:00p) for further assistance with this specific request I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I recently purchased a split box spring set and was told the delivery would be this Thursday I received a voicemail from the store to call back to confirm the delivery address minutes later I proceed to call back and confirm the correct delivery address On the scheduled delivery date, no one showed up When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week Seriously? I have a phone log of the time I called back Careless mistakes show the lack of care for customers
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 Just as a clarification, I was calling for the goof proof protection when I called to have someone come out and take a look at it If the person on the phone didn't understand that, I shouldn't be to blame I specifically stated that I was calling to make a claim on my goof proof warranty for my sofa I didn't say that what was wrong with the sofa was a defect in the product I stated that it was an accident at the house, and that I wanted to have it repaired No one told us to call guardian Not when I called to state the problem, not when the tech came to the house, and not when my Father in Law was on the phone with the Customer Service DepartmentWe would like to take the credit for the merchandise If you could please let us know how we would go about redeeming that Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights I had to move from the region because there were no jobs in the area and I had to move to procure employment The quality of the furniture and wherever it is located in these United States has nothing to do with one another I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam It doesn't take an inspector coming out to my home to see that the furniture is substandard If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over months old(and still under factory warranty) what is it going to be like in year, years, years down the road? I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question? I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it 30% off of furniture that is virtually worthless is no consolation to me I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money Sincerely, [redacted]
Good Morning Revdex.com, As *** depicted the report that [redacted] has differs very much from the accident report she has listed belowTo [redacted] point – Bobs Discount Furniture does take ownership for researching options to help our customers who have been inconvenienced by [redacted] denialsWe are able to offer our customer an even exchange of the bed railings under the terms and conditions of the [redacted] Agreement Should *** and/or *** wish to accept this exchange we ask that one of them contact our customer care office at their earliest convenience to schedule this pickup/delivery If *** and/or *** wish to accept this exchange they will be agreeing that: -Bobs Discount Furniture is not responsible for any color difference that may be present between the new bed railings and the rest of the furniture that has been in the home since I do not expect there to be a color difference, however we feel it best to make our customers aware ahead of time that should their preference present an issue we are unable to provide recourse for a concern of that natureCertain events like continued exposure to sun through a window over the period if three years can cause wood to dry out and slightly change in color, as I do not reside in this customer’s home I wouldn’t be able to know for sure if events like this have taken place with said product - The Goof Proof Protection Plan allows for a one time replacement on items covered under the planThis would be the customer’s one time replacement and the Goof Proof would no longer exist on the bed railings as the agreement of the plan has been fulfilled for the railingsThe Goof Proof Protection would remain active on the other items of the bedroom set for the original term Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the end of the first week of November We have the current options available for recourse in relation to this customer’s concern: Either: To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return the delivery fee after we have successfully completed to the customer Or a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer The delay was not due to the miscommunication with the Goof Proof plan The customer would have received a call from the store regarding the delay and not being able to fulfill our delivery Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in April At the time the sale was created the customer purchased [redacted] *** This gave the customer five years protection for all damages that occur through a single accident These are to be reported to [redacted] for review and recourse The merchandise came with a one year warranty for manufacturing defects through Bob’s That one year period ended in May The set that was originally delivered was reported to have issues within the first year, during the manufacturing warranty period, so it was covered We offered the customer a Best Effort Service This is a courtesy service to see if the tech can make any repairs with the stock supplies on his truck This is a service we offer free of charge for the tech to stuff or sew up seam separations or touch up pieces The tech went to the home on He did not report that there were any defects present He did report that the pieces were condition for pieces that have been in the home being used for over four years These pieces are far outside of the one year warranty and we have already extended a Best Effort service There are no parts available for this set We have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Revdex.com- 10pt;">We have absolutely failed this customer on this order First hardware was missing, then the order was written up and the address was not updated We do see at this time the customer has allowed the service to take place; the pieces are properly assembled in the home We would very much like to extend our sincere apologies for the stress we have caused this customer We would like to offer this customer compensation in the form of a $gift card as a token of our apologies for the time they have spent dealing with our errors If the customer accepts this offer they need only accept back to the Revdex.com mediation service and I will create the paperwork necessary Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountWe have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com- We are very sorry for the delay in having this rectified for the customer We do understand that sometimes the technician does not want to give the bad news to a customer in the customer’s home The instead tell the customer what the customer wants to hear to avoid a confrontation This is something we are working on We have a policy in place for when a customer does not agree with a technician’s report, we ask the customer to submit photos (if the tech did not) of what they are stating the issue is We have a team that is trained to look at these photos specifically to note if there are manufacturing defects I see that the process has worked and the customer has been set up for a reselection credit If there are any other issues, please make us aware through the Revdex.com mediation service of calling into customer care Thank you, Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I am truly sorry that this customer did not find our first response satisfactory and my apologies also for my typo within that first response – the customer is correct in stating her warranty period is valid in the month/year of April Bob’s prides itself on providing our customers quality service and the best value product for the priceOur primary focus is on making it right so that our customer’s are satisfied with the product that they have selected and purchased from usWe currently have an even exchange scheduled to resolve this concern Please express to our customer that it was never our intention to place blame, hence the reason we have agreed to offer her a replacement ottomanWe do stand behind our technician’s reports as they are our eyes in the environment where the products have been maintained, when there is a concern based off of a technician’s findings we in customer care do everything in our power to address the customer’s need above what information was placed into the reportThis is another reason why we have agreed to replace the ottoman at no cost to this customerAs the customer was previously offered this option with her goof proof plus plan being voided, we have come back to her with a better offer than what she was originally presented with; although this isn’t the exact option this customer is seeking we feel it is the appropriate way to make this concern right I do understand the customer’s frustration with us and agree that she has reason to be frustrated with us based on how poorly her initial request was answeredA factory fresh version of this product is a fair offer that balances both the needs of our customer and the needs of our business based on this concern and our company policiesFurniture today is mostly built on an assembly line for mass-production and just like any other industry that replenishes off of mass-production regretfully we do experience instances of defective or damaged productOne defective item does not mean the entire batch produced is defective or damaged Thank You, [redacted] * [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] [redacted]