Good Afternoon Revdex.com- We are very sorry that the delivery process has caused the customer frustration As we route our trucks geographically we are not able to offer or accept a customer specific time for delivery There are far too many things that can affect the delivery window to ever guarantee a specific time Weather events, traffic, construction and mechanical issues can all delay a delivery We do offer to request a four hour window if that will help the customer We also offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am It does sound as though the customer has received that window We are sorry that it was not early enough to work for the customer’s schedule We have reviewed the photo from the original piece that had a small chip in the front and the piece that was refused due to the box being opened This is scheduled for we hope that the delivery goes smoothly for the customer We do offer compensation for delivery failures This is normally offered in the form of a Bob’s store credit We do not compensate for lost wages Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru BobsIt would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the accidental protection plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessaryPlease also note that our internal records show no attempt on this consumer’s part to communicate this damage to our business directly prior to filing this Revdex.com complaintWe do encourage the customer to contact our Customer Care Offices ( [redacted] ) if they feel this is a manufacturing defect so that we can assist them directlyShould they wish to continue using the mediation services you provide we are more than happy to honor that route as the customer wishes Like many other protection plans there are terms and conditions set forth in order to provide fairness in resolution for all customer’s alikeWe stand behind the expectation that all consumers must adhere to the expressed guidelines of the protection plan We are happy to research this concern further should we receive more, appropriate information from this consumer via this Revdex.com mediation channel To move forward with disputing to Guardian please advise the customer that we require an accidental damage report that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage mark(s) at close range -Picture that clearly shows the damage mark(s) at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care 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 meI will take the credit and keep the furniture Sincerely, [redacted]
I purchased a leather SOFA and love seat in Aug from Bobs discount furnitureI was told that it is genuine leather and paid for leatherI notices peeling off of leather in December in my sofaWhen contacted they asked me to send photo of the SofaAlso I have goof plus coverage (year extended warranty)Then I got a response stating that , my furniture was purchased in I wrote back clarifying the dateBut I am yet to get a response in emailI called them to explain itI was told that leather is not covered in my goof plus planI found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchaseFurther I am yet to hear it in a an email from BobsThey wont send this response in an emailAlso, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection)Summary - [redacted] for leather furniture is a rip offNever buy that2.Extended warranty (goof plus) complaints -->Bobs won;t resolve itYou need to talk to third partyDon't buy leather funrniure from BobsIt starts peeling off within months and you will be stuck with an expensive purchaseNo warranty can help you
Good Afternoon Revdex.com, We are very sorry for any inconveniences that we have caused KennethOur records reflect that a valid portion of [redacted] ’s desired settlement has been met as of today (6.24.2014) during a conversation he held with one of our Consumer Liaison Specialists Please advise us if [redacted] needs further assistance to rectify his concern at this time Thank you Revdex.com for providing us with the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The refund I am receiving is for the bed frame that I had to call and email about times to get recognizedThey called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete partsIn no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lackingThe whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery ofOnce again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and callsI seek the delivery fee I might add that after all that I was willing to pick up the rails from any storeNo accommodation was made or attempt to locate the railsI reject said response Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way If this customer wishes to have the contract canceled and the merchandise picked up we can certainly honor that request Per the contract signed between the customer and [redacted] they would not be able to receive any of the rental payments back Returning the merchandise would cancel the contract only At this time we do have an exchange pending The customer can either except the exchange or call [redacted] to cancel the contract and schedule the pickup Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly homeBed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own homeThey travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theatersRecent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of peopleThe second you put your bag down, they can jump into it and you would never know it until after you’ve gone home." what bobs failed to understand is that I purchased two mattress for two different roomlike I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protectorwhy would you remove the plastic protector outside and then bring it into the house1st, the bed bugs was under your mattress protector2nd, the other mattress that was brought into my house for the other room had a plastic protector on it3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector 4th, the only travel I have in years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base how do your company Bobs don't take responsibility for the bed bugs that came from your warehouseyour company have a bed bugs complaint department and your company got sued for delivering a furniture contain bedbugs into someones home all I want your company to replaced the mattress and refund the cost of the fumigation, total cost is $ Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our apologies for the alleged experience the customer outlines to have occurred during his service visitWe will move forward in investigating these allegations directly with our technicianWe assure our customer that we wish to resolve his dispute in a fair an adequate manner and whether the report was provided to us in or outside of the home we stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at allThis merchandise was delivered nearly three years ago and we have not received any complaints or concerns from this customer until now, the depth of damage the customer is reporting cannot possibly have occurred overnight or all at once just recently As we agree with our service technician’s findings we are only able to make a one time extreme courtesy offer to this customer for possible resolutionShould the customer wish to reselect to a different set of furniture we will offer to provide the customer with a store credit of 70% based off the original prices paid for this sofa and loveseatShould the customer wish to have this new selection delivered a delivery fee will be charged at the new time of saleWe will offer (an additional courtesy) to haul away the current merchandise the customer has in their possession and dispose of it on the same day we deliver the new selection Should the customer wish to accept our offer of store credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our retail location reach out to them for further confirmation of their active Bobs Discount Furniture credit number Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize that our customer is disappointed in the wear pattern of the ‘Bonded Leather’ set purchased we do not lie to our customers and continually work to maintain transparency within every customer interaction we have company wide I have included a copy of the sales line up sheet that has been displayed in all of our locations in front of this set for the many years that we have carried this setThis line up sheet fully discloses the material makeup of the product as do all of our living room line up sheets We also apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us‘ [redacted] ***’ – just as its name depicts is a comprehensive accidental coverage plan and managed thru a wonderful company called [redacted] [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf the consumer continues to purchase/maintain bonded leather furniture in their home regretfully peeling can occur based on the nature of this material’s manufacturing process The Bobs warranty on this merchandise expired nearly three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, this is normally a situation where no recourse can be offered in fairness to all customers alike We will make an extreme one time courtesy offer to this individual in an effort to resolve this concern: [redacted] , If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat, and Recliner from your ‘ [redacted] ’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseAs this option is being offered to you from Bobs directly it does not include any association to the ‘ [redacted] ’ plan you purchasedWe can offer to remove the current Sofa, Loveseat, and Recliner you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, Stephanie AG Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I've attached a picture taken from the Bob's website that says they offer The Venus II sectional couch in custom special order colors and that it is available in home in days or LESS and one of the colors happens to be grey, as you can imagine we are beyond irate about this!!! When they offered us to pick out a new sectional, we went to the bob's store in [redacted] , spoke with [redacted] "the manager" and he specifically told us that they didn't offer any sectionals in grey, that would be a custom color and that would take 16-weeksHow does this happen? Now all of a sudden they're offering a grey section to be delivered in weeks this is beyond infuriating, what a slap in the face to loyal customers!!! We have had nothing but problems from the first moment we walked into that store, the staff and management have no clue whats going on apparently and as a result Bob's had lost out on our section order of $2,and bedroom set purchases of over $5,000+ WE WILL NEVER SHOP AT BOB'S DISCOUNT FURNITURE AGAIN!!! I'm also going to tell EVERYONE I know how HORRIBLE our experience has been and to NEVER show there!!!
Good Morning Revdex.com, Please pass on our deepest apologies for the multiple failures our customer has endured with this purchaseIt was never our intention to cause them so much concern and we assure our customer that we have put forth an extreme effort to make our mistakes right by them Our customer’s account indicates that as of the mattress was fully delivered by way of an add on request made specifically to accommodate this concernOur records also indicate that we have a scheduled service to the customer’s home (for the nightstand) on As we have conveyed to our customer, we are more than willing to discuss compensation as a further form of our apology for the inconveniences our failures have caused after our customer is completely satisfied If the customer is unhappy with the resolution(s) that have taken place (9.5) and are in place (–nightstand) please have them respond to us so we can discuss other options available for resolution We apologize again to our customer and assure them we want to honor our original agreement and provide them with the products they have selected in the condition expected Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you very much for getting back to me What are two new seat cores? My initial impression is this means two new seat cushions? As mentioned it is the spring coils within the couch so a new cushion would not remedy the issue
Hi Ashley, I’m so sorry that you found my first response to be so disappointing We care very much for all of our customers and proper research must be completed for each individual to ensure we are remaining fair to all consumers alike We (Bobs Discount Furniture) are not GuardianWe do not have access to photos that you may have sent to this companyYou have selected to open up a mediation channel via the Revdex.com website with Bobs Discount FurniturePlease consider that this is Bob’s first attempt at trying to help you resolve your concern as you have been denied by a completely different company We are happy to see if we are able to help you move forward however this merchandise has been in your possession for over four years and you are not within any warranty period directly thru Bobs Discount FurnitureBobs has never been to your residence to view this product for any concern within the time you have had it and we are owed a fair chance to review the pieces as requested before we disclose if we are able to help you as a courtesy from our business I respectively ask again that you post your photos so the Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you case and see what we may be able to do to help you move forward As listed in the original response: To move forward please advise the customer that we require a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the damaged item(s): - Picture that clearly shows the entire facing surface(s) - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- I am very sorry that this bed collapsed causing the customer to hurt his legThat is not at all the experience we want our customer’s to have This bed is no longer manufactured and this customer is outside of the one year manufacturer’s warranty I have reached out to our parts department to see if there are other rails that could be adapted to work, they say there are not In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service Professionals Our Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: Option – We can offer a 50% refund on the bed onlyThe cost of the bed was $ We can offer a refund of back to the customer’s original method of paymentIf you choose this option please call in with MC ending in so the refund can be processed There would be no remaining warranty on this bed Option 2- We can offer a free metal bed frame We would set up a credit and the customer could go pick up the bed frame at his earliest convenience If the customer chooses this option they can just reply to the Revdex.com mediation service and I will set the credit up on the account I have confirmed that the [redacted] store does stock these Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great startMy wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushyWe looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee tableYour sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $Seemed like quite a deal, and we were super excitedLet me just take a side trip for you down memory lane, where we went furniture shopping at [redacted] Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricingWe did buy one piece of furniture there, but finding it difficult to work with [redacted] , we decided we'd branch outFor the money spent, we were expecting more, dear [redacted] , we wereSorry, maybe we just had different expectations when it comes to sales and serviceBut wait, you say, this was about Bob's, wasn't it? TruthAnd also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they wereWe bought that sectional and tables, and set the delivery dateWe were excitedMy dear wife sold our old couch, and did it quite quickly and adroitlyAs a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavingsWe had a very easy time carrying it out, despite neither of us being furniture moving professionalsYou're probably saying that isn't really germane to the story, but it sort of isWait for itSo, the zero star review, where was I? Yes, the day of the delivery comesI'm at work, but I figure they don't really need me at the house, because professional moversProfessional MoversDelivery GuysPeople who transport furniture from here to yon on a regular basisSo I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodnessAs it turns out, the Bob's delivery guys don't speak EnglishLike, at allThey have like words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wallTo this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leaveAnd they do, with no worrisome sweat equity paid out by the delivery guysNow please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoeverAnd a supposed "professional delivery team" refused to put furniture in that same space???? My dear wife calls me and tells me about this fine turn of events, and it is certainly frustratingWhen I leave work I stop by Bob's showroom and attempt to find out what's going onThey tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all outSo I try to call that guy, with no luckI try to call him the next day, also with no luckI do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to themSo after the second day of nobody really caring, I call and cancel the orderSo now Bob's has spent actual money driving their furniture around, but nobody's paying for itIn addition, they don't seem all that worked up about losing my money(Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basementEnter [redacted] where I pick up a $chair to spell me in the interimShame on you, Bob'sShameSo a week later we go to [redacted] We have a very similar showroom experience to Bob's100% customer service there tooBut we're suspiciousDarn suspiciousWe have had a very similar transaction when it comes to buying a sectional(Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yesI ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they haveI ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopefulThe day of the [redacted] delivery comesThe delivery guys show up when they say they willThey survey the landscape, set up the path to get the furniture in the door, and do itNo silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my houseOnce the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfactionOnce I do that, he calls customer service and hands me the phoneThe customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etcAt the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and installWe shook hands, I tipped them, and told them to have a nice weekendBest furniture delivery experience ever! And so there you have itThat's why this review is both a zero star review of Bob's, and a five star review of [redacted] The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
Good Morning [redacted] and Revdex.com- I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Our records show a refund to this customer’s charge card processed on (one day after the purchase was made) At this time we consider this concern closed as resolved Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us, in accessing this customer’s records with Bobs Discount Furniture and the [redacted] company I show no report of any “tear” concern on this sleeper sofa purchased in At this time we would ask the customer to provide photographic evidence thru the Revdex.com channel they have selected to open so our business can research what avenue, if any, is available to assist this customer in resolving their concern directly with Bobs Discount Furniture [redacted] ( [redacted] is known as their parent company) is a third party company that solely manages the five year protection plan this customer purchased and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customers are usually very happy with the outcome of their reported claim however like any other protection plan there are terms and conditions in place to keep resolution offers fair for all consumers alike The customer is welcome to contact [redacted] directly (###-###-####) and follow the process for filing a claim thru their protection plan or we look forward to receiving and reviewing the photos (as outlined below) so we can research the best route for this specific claim directly -Minimum Photos of the Sleeper Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage mark at close range -Picture that clearly shows the damage mark at a distance Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Mrs [redacted] , I have researched your account and apologize that the table has failed to meet your quality expectations Your first table was replaced because you contacted us months after delivery and our technican determined that a defect was presentIt was close to one year after the replacement delivery that you called to report multiple damages to the table topWhen the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separatelyYour claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed The available option to you at this time would be the best effort touch up by our Service technican
Good Afternoon Revdex.com- We are very sorry that the delivery process has caused the customer frustration As we route our trucks geographically we are not able to offer or accept a customer specific time for delivery There are far too many things that can affect the delivery window to ever guarantee a specific time Weather events, traffic, construction and mechanical issues can all delay a delivery We do offer to request a four hour window if that will help the customer We also offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am It does sound as though the customer has received that window We are sorry that it was not early enough to work for the customer’s schedule We have reviewed the photo from the original piece that had a small chip in the front and the piece that was refused due to the box being opened This is scheduled for we hope that the delivery goes smoothly for the customer We do offer compensation for delivery failures This is normally offered in the form of a Bob’s store credit We do not compensate for lost wages Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carriesWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru BobsIt would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the accidental protection plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessaryPlease also note that our internal records show no attempt on this consumer’s part to communicate this damage to our business directly prior to filing this Revdex.com complaintWe do encourage the customer to contact our Customer Care Offices ( [redacted] ) if they feel this is a manufacturing defect so that we can assist them directlyShould they wish to continue using the mediation services you provide we are more than happy to honor that route as the customer wishes Like many other protection plans there are terms and conditions set forth in order to provide fairness in resolution for all customer’s alikeWe stand behind the expectation that all consumers must adhere to the expressed guidelines of the protection plan We are happy to research this concern further should we receive more, appropriate information from this consumer via this Revdex.com mediation channel To move forward with disputing to Guardian please advise the customer that we require an accidental damage report that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage mark(s) at close range -Picture that clearly shows the damage mark(s) at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care 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 meI will take the credit and keep the furniture Sincerely, [redacted]
I purchased a leather SOFA and love seat in Aug from Bobs discount furnitureI was told that it is genuine leather and paid for leatherI notices peeling off of leather in December in my sofaWhen contacted they asked me to send photo of the SofaAlso I have goof plus coverage (year extended warranty)Then I got a response stating that , my furniture was purchased in I wrote back clarifying the dateBut I am yet to get a response in emailI called them to explain itI was told that leather is not covered in my goof plus planI found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchaseFurther I am yet to hear it in a an email from BobsThey wont send this response in an emailAlso, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection)Summary - [redacted] for leather furniture is a rip offNever buy that2.Extended warranty (goof plus) complaints -->Bobs won;t resolve itYou need to talk to third partyDon't buy leather funrniure from BobsIt starts peeling off within months and you will be stuck with an expensive purchaseNo warranty can help you
Good Afternoon Revdex.com, We are very sorry for any inconveniences that we have caused KennethOur records reflect that a valid portion of [redacted] ’s desired settlement has been met as of today (6.24.2014) during a conversation he held with one of our Consumer Liaison Specialists Please advise us if [redacted] needs further assistance to rectify his concern at this time Thank you Revdex.com for providing us with the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The refund I am receiving is for the bed frame that I had to call and email about times to get recognizedThey called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete partsIn no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lackingThe whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery ofOnce again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and callsI seek the delivery fee I might add that after all that I was willing to pick up the rails from any storeNo accommodation was made or attempt to locate the railsI reject said response Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way If this customer wishes to have the contract canceled and the merchandise picked up we can certainly honor that request Per the contract signed between the customer and [redacted] they would not be able to receive any of the rental payments back Returning the merchandise would cancel the contract only At this time we do have an exchange pending The customer can either except the exchange or call [redacted] to cancel the contract and schedule the pickup Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly homeBed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own homeThey travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theatersRecent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of peopleThe second you put your bag down, they can jump into it and you would never know it until after you’ve gone home." what bobs failed to understand is that I purchased two mattress for two different roomlike I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protectorwhy would you remove the plastic protector outside and then bring it into the house1st, the bed bugs was under your mattress protector2nd, the other mattress that was brought into my house for the other room had a plastic protector on it3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector 4th, the only travel I have in years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base how do your company Bobs don't take responsibility for the bed bugs that came from your warehouseyour company have a bed bugs complaint department and your company got sued for delivering a furniture contain bedbugs into someones home all I want your company to replaced the mattress and refund the cost of the fumigation, total cost is $ Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our apologies for the alleged experience the customer outlines to have occurred during his service visitWe will move forward in investigating these allegations directly with our technicianWe assure our customer that we wish to resolve his dispute in a fair an adequate manner and whether the report was provided to us in or outside of the home we stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at allThis merchandise was delivered nearly three years ago and we have not received any complaints or concerns from this customer until now, the depth of damage the customer is reporting cannot possibly have occurred overnight or all at once just recently As we agree with our service technician’s findings we are only able to make a one time extreme courtesy offer to this customer for possible resolutionShould the customer wish to reselect to a different set of furniture we will offer to provide the customer with a store credit of 70% based off the original prices paid for this sofa and loveseatShould the customer wish to have this new selection delivered a delivery fee will be charged at the new time of saleWe will offer (an additional courtesy) to haul away the current merchandise the customer has in their possession and dispose of it on the same day we deliver the new selection Should the customer wish to accept our offer of store credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our retail location reach out to them for further confirmation of their active Bobs Discount Furniture credit number Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize that our customer is disappointed in the wear pattern of the ‘Bonded Leather’ set purchased we do not lie to our customers and continually work to maintain transparency within every customer interaction we have company wide I have included a copy of the sales line up sheet that has been displayed in all of our locations in front of this set for the many years that we have carried this setThis line up sheet fully discloses the material makeup of the product as do all of our living room line up sheets We also apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us‘ [redacted] ***’ – just as its name depicts is a comprehensive accidental coverage plan and managed thru a wonderful company called [redacted] [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf the consumer continues to purchase/maintain bonded leather furniture in their home regretfully peeling can occur based on the nature of this material’s manufacturing process The Bobs warranty on this merchandise expired nearly three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, this is normally a situation where no recourse can be offered in fairness to all customers alike We will make an extreme one time courtesy offer to this individual in an effort to resolve this concern: [redacted] , If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat, and Recliner from your ‘ [redacted] ’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseAs this option is being offered to you from Bobs directly it does not include any association to the ‘ [redacted] ’ plan you purchasedWe can offer to remove the current Sofa, Loveseat, and Recliner you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, Stephanie AG Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I've attached a picture taken from the Bob's website that says they offer The Venus II sectional couch in custom special order colors and that it is available in home in days or LESS and one of the colors happens to be grey, as you can imagine we are beyond irate about this!!! When they offered us to pick out a new sectional, we went to the bob's store in [redacted] , spoke with [redacted] "the manager" and he specifically told us that they didn't offer any sectionals in grey, that would be a custom color and that would take 16-weeksHow does this happen? Now all of a sudden they're offering a grey section to be delivered in weeks this is beyond infuriating, what a slap in the face to loyal customers!!! We have had nothing but problems from the first moment we walked into that store, the staff and management have no clue whats going on apparently and as a result Bob's had lost out on our section order of $2,and bedroom set purchases of over $5,000+ WE WILL NEVER SHOP AT BOB'S DISCOUNT FURNITURE AGAIN!!! I'm also going to tell EVERYONE I know how HORRIBLE our experience has been and to NEVER show there!!!
Good Morning Revdex.com, Please pass on our deepest apologies for the multiple failures our customer has endured with this purchaseIt was never our intention to cause them so much concern and we assure our customer that we have put forth an extreme effort to make our mistakes right by them Our customer’s account indicates that as of the mattress was fully delivered by way of an add on request made specifically to accommodate this concernOur records also indicate that we have a scheduled service to the customer’s home (for the nightstand) on As we have conveyed to our customer, we are more than willing to discuss compensation as a further form of our apology for the inconveniences our failures have caused after our customer is completely satisfied If the customer is unhappy with the resolution(s) that have taken place (9.5) and are in place (–nightstand) please have them respond to us so we can discuss other options available for resolution We apologize again to our customer and assure them we want to honor our original agreement and provide them with the products they have selected in the condition expected Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you very much for getting back to me What are two new seat cores? My initial impression is this means two new seat cushions? As mentioned it is the spring coils within the couch so a new cushion would not remedy the issue
Hi Ashley, I’m so sorry that you found my first response to be so disappointing We care very much for all of our customers and proper research must be completed for each individual to ensure we are remaining fair to all consumers alike We (Bobs Discount Furniture) are not GuardianWe do not have access to photos that you may have sent to this companyYou have selected to open up a mediation channel via the Revdex.com website with Bobs Discount FurniturePlease consider that this is Bob’s first attempt at trying to help you resolve your concern as you have been denied by a completely different company We are happy to see if we are able to help you move forward however this merchandise has been in your possession for over four years and you are not within any warranty period directly thru Bobs Discount FurnitureBobs has never been to your residence to view this product for any concern within the time you have had it and we are owed a fair chance to review the pieces as requested before we disclose if we are able to help you as a courtesy from our business I respectively ask again that you post your photos so the Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you case and see what we may be able to do to help you move forward As listed in the original response: To move forward please advise the customer that we require a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the damaged item(s): - Picture that clearly shows the entire facing surface(s) - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- I am very sorry that this bed collapsed causing the customer to hurt his legThat is not at all the experience we want our customer’s to have This bed is no longer manufactured and this customer is outside of the one year manufacturer’s warranty I have reached out to our parts department to see if there are other rails that could be adapted to work, they say there are not In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service Professionals Our Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: Option – We can offer a 50% refund on the bed onlyThe cost of the bed was $ We can offer a refund of back to the customer’s original method of paymentIf you choose this option please call in with MC ending in so the refund can be processed There would be no remaining warranty on this bed Option 2- We can offer a free metal bed frame We would set up a credit and the customer could go pick up the bed frame at his earliest convenience If the customer chooses this option they can just reply to the Revdex.com mediation service and I will set the credit up on the account I have confirmed that the [redacted] store does stock these Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Oh Bob's Discount Furniture, why do you treat me so? Admittedly our relationship got off to a great startMy wife and I walked into your store, and everybody was so friendly, accommodating, and helpful! The sales staff were all champions of their craft, being available and helpful without being pushyWe looked at many items in your showroom, but eventually settled on a sizable sectional, along with two end tables and a coffee tableYour sales staff discussed payment options and delivery dates, and the delivery date could be quite quick, like two weeks out! What isn't to love? Plus the grand total of all of those items, even with the delivery fee, was still in the neighborhood of $Seemed like quite a deal, and we were super excitedLet me just take a side trip for you down memory lane, where we went furniture shopping at [redacted] Getting service there was akin to pulling your own teeth with rusty vice grips, despite the more luxury level pricingWe did buy one piece of furniture there, but finding it difficult to work with [redacted] , we decided we'd branch outFor the money spent, we were expecting more, dear [redacted] , we wereSorry, maybe we just had different expectations when it comes to sales and serviceBut wait, you say, this was about Bob's, wasn't it? TruthAnd also, you're asking, why is this a zero star review? Shouldn't there be more stars? Everybody was so nice to you at the showroom, right? Well, they wereWe bought that sectional and tables, and set the delivery dateWe were excitedMy dear wife sold our old couch, and did it quite quickly and adroitlyAs a side note, I carried it out of the basement along with the purchaser, one housewife with a minivan full of fries and chicken nugget leavingsWe had a very easy time carrying it out, despite neither of us being furniture moving professionalsYou're probably saying that isn't really germane to the story, but it sort of isWait for itSo, the zero star review, where was I? Yes, the day of the delivery comesI'm at work, but I figure they don't really need me at the house, because professional moversProfessional MoversDelivery GuysPeople who transport furniture from here to yon on a regular basisSo I'm at work just doing my work thing, and thinking I'll come home to wonderful sectional goodnessAs it turns out, the Bob's delivery guys don't speak EnglishLike, at allThey have like words, and they all come out to, "No." They look at the place we want the sectional put, and they say "no." They want my wife to sign a bunch of crazy [redacted] that they can't explain, except for "no." Through much sign language and half assed Espanol, they get to the point of the delivery guys offering to leave it in the garage, to which my wife tells them "no." The one delivery guy then implies that he'll get it in the basement but it'll require them leaving multiple holes in the wallTo this, my wife says "no." So at the end of this frustrating interaction, my wife tells them to leave the sectional on the truck and to leaveAnd they do, with no worrisome sweat equity paid out by the delivery guysNow please remember that just the night before I and a South Riding house mom got a couch out of that exact same space with no issue whatsoeverAnd a supposed "professional delivery team" refused to put furniture in that same space???? My dear wife calls me and tells me about this fine turn of events, and it is certainly frustratingWhen I leave work I stop by Bob's showroom and attempt to find out what's going onThey tell me that they can't help me, and that it'll have to be the delivery manager who sorts it all outSo I try to call that guy, with no luckI try to call him the next day, also with no luckI do get at least two phone calls from the automated delivery BS line, but no real human being leaves me a message with a number to get back to themSo after the second day of nobody really caring, I call and cancel the orderSo now Bob's has spent actual money driving their furniture around, but nobody's paying for itIn addition, they don't seem all that worked up about losing my money(Admittedly, this isn't millions of dollars, but hey, if I was supposed to get $and then I didn't, I'd be disappointed.) The real loser, of course, is my dear wife and me, who now have no furniture in our basementEnter [redacted] where I pick up a $chair to spell me in the interimShame on you, Bob'sShameSo a week later we go to [redacted] We have a very similar showroom experience to Bob's100% customer service there tooBut we're suspiciousDarn suspiciousWe have had a very similar transaction when it comes to buying a sectional(Bigger than the Bob's one, slightly more expensive, but still not bad.) When the sales staff talks to me about delivery, I ask them if the delivery guys are licensed, bonded, and insured? They say yesI ask if they've had criminal background checks (which the Bob's guys may have skipped, based on my wife's impression of them) and the [redacted] sales woman tells me, yes, they haveI ask if they're willing to take the furniture further than the garage, and the [redacted] sales woman again says "yes!" So we're hopefulThe day of the [redacted] delivery comesThe delivery guys show up when they say they willThey survey the landscape, set up the path to get the furniture in the door, and do itNo silliness, no language barrier, and no feeling that I'm letting the contents of the local adult detention center into my houseOnce the furniture is set up, the delivery guy asks me to please look it over thoroughly and make sure that there is no damage and everything is set up to our satisfactionOnce I do that, he calls customer service and hands me the phoneThe customer service representative again asks if everything was done to my satisfaction, to include getting the furniture in the house, the quality of it, lack of damage, etcAt the end of that call, then, and only then, did the delivery guy ask me to sign a receipt of delivery and installWe shook hands, I tipped them, and told them to have a nice weekendBest furniture delivery experience ever! And so there you have itThat's why this review is both a zero star review of Bob's, and a five star review of [redacted] The price differential between those two for what we bought was a couple of hundred dollars, but I say that's immaterial, especially due to the fact that the slightly cheaper furniture apparently couldn't make it to my house, so really, no matter what the price, who cares?
Good Morning [redacted] and Revdex.com- I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Our records show a refund to this customer’s charge card processed on (one day after the purchase was made) At this time we consider this concern closed as resolved Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> While we apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us, in accessing this customer’s records with Bobs Discount Furniture and the [redacted] company I show no report of any “tear” concern on this sleeper sofa purchased in At this time we would ask the customer to provide photographic evidence thru the Revdex.com channel they have selected to open so our business can research what avenue, if any, is available to assist this customer in resolving their concern directly with Bobs Discount Furniture [redacted] ( [redacted] is known as their parent company) is a third party company that solely manages the five year protection plan this customer purchased and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customers are usually very happy with the outcome of their reported claim however like any other protection plan there are terms and conditions in place to keep resolution offers fair for all consumers alike The customer is welcome to contact [redacted] directly (###-###-####) and follow the process for filing a claim thru their protection plan or we look forward to receiving and reviewing the photos (as outlined below) so we can research the best route for this specific claim directly -Minimum Photos of the Sleeper Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage mark at close range -Picture that clearly shows the damage mark at a distance Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Mrs [redacted] , I have researched your account and apologize that the table has failed to meet your quality expectations Your first table was replaced because you contacted us months after delivery and our technican determined that a defect was presentIt was close to one year after the replacement delivery that you called to report multiple damages to the table topWhen the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separatelyYour claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed The available option to you at this time would be the best effort touch up by our Service technican