Good Morning Revdex.com, We are sorry that our customer is experiencing any concerns while seeking to use the protection plan purchased and/or communicating damages to us directly We most certainly want to help our customer however we are not being provided with the information needed to allow the assistance to take placeIt is uncommon that scratches just appear on furniture and our trifold, provided to every customer at the time of sale, indicates that the customer should contact us within three days of their delivery to make us aware of any concern they feel may have been present from the point of deliveryWhen we are called several weeks later and told about cosmetic damages (such as scratches) as a business we must seek further information so that we can properly assist that customer and all customer’s alike If the customer can report a coverable accidental incident (what ‘goof proof’ covers) that caused these scratches we can process the claim via the protection plan they purchased, offering the benefits that are associated with this plan in fullI have attached the plan terms and conditions for reference If the customer continues to maintain that this cosmetic damage just appeared on its own or that it just wasn’t reported all together we ask that the customer submit photos of the damage and the piece itselfWe will review these photos with our Service Management Team and respond with what courtesy option, if any, for partial coverage may be available for resolution here Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We offered her a very large concession to keep as a refund to her credit card, which she accepted but has not called the store with the card to process Until she reaches out with the credit card used on the original order [redacted] the refund can not be processed We offered her additional compensation as a Bob’s credit The is normally the only compensation offered In this customer’s case we did go outside our procedure We are very sorry if she is not satisfied with the amount of compensation This is the only offer we are able to make Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We are very sorry that this piece did not live up to the customer’s expectations The customer was given the reselection they were seeking and is set up for the new merchandise to be exchanged with the pushback chaise We hope the new merchandise will be a better fit for the customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the offer that agents have previously made for a refund of the delivery fee ($99.99) as a final form of our apologyIn addition we will offer the customer a Bob’s Discount Furniture gift card in the amount of $for the stress and aggravation that we caused this customer If this customer accepts this final offer of compensation they need only to reply to the Revdex.com mediation service that it is accepted and I will create the paperwork and email it to the customer This is the only offer of compensation that we will be willing to make Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Our records reflect that our technician’s work was accepted by *** on and our records further reflect that our technician did not verify the cause of the concern to be that of a factory defect on the tableWe do apologize for the customer’s alleged experience between us and the [redacted] company and we do feel the protection plan we sell is extremely valuable given the price point it carries As a business we did take a path of resolving this concern when the customer was denied by the third party company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friends Add social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] Plans we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3, customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit We are genuinely very sorry when our customers experience failures that result in any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.SRegretfully given a review of all facts in this specific scenario we are unable to offer our customer further recourse
Good Afternoon [redacted] I 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 purchase Our records further indicate that your purchase was made with an electronic check We do require the time to receive those funds from the banking institution before we can release a refund to a customer We absolutely apologize if this was not fully explained to you at the time the order was canceled This is the industry standard for all retail companies When you went back into the store they requested a stop payment on the check to issue a cash refund at your request The stop payment went through and the store was prepared to grant the cash refund Our records indicate that you did not return to the store for the cash refund so a new check was processed to you on As the stop payment was done at your request in order to go outside of policy and give you a cash refund, we would not be able to cover any additional fees We are sorry that this entire ordeal was unpleasant for you and your mother This is not the conduct we would ever expect from a member of the Bob’s family and this will be investigated Kindest Regards, Tracy S [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 me Sincerely, [redacted] This case started in August 27,and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $table or $check, when I paid $for my dining room table I want what was promised to me when I purchased the $table either repair or to be replaced in equal value [redacted] can send a technician to repair my $table and the issue will be resolved I'm not being difficult that is what is stated in the goof proof insurance [redacted] ***
Complaint: [redacted] my id is [redacted] I'm responding to bob's discount furniture e- mail your saying this is wear on my sofa which is less then four years old and I disagree, I'm sending five pictures to prove your wrong one picture is of a [redacted] reclining chair which is sixteen years old and shows no wear on the leather , I have two cars with leather interiors and they show no wear, one car is a eight years old [ [redacted] ] and the other car is a sixteen year old [redacted] So this tells me that they must have done something wrong when they dyed the leather because colors don't just rub off leather The other two pictures is of the sofa with the colors rubbed off Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution We sent a technician to the home on Saturday We are waiting to hear if the issues have been resolved Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your reclinerCommon parts such as, drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturerThe expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourseIf you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks [redacted] *
Good Afternoon Joseph, 16px;"> I apologize that your original bed was delivered and built with a factory defectI further apologize that in our quest to make this defective product failure right by you, you have been enduring such a poor delivery/service experienceBobs Discount Furniture truly appreciates our customer’s business and ensuring our customer’s satisfactionI assure you that Bobs Discount Furniture cares very much for this concern and our intention was never to create continued inconvenience for you or your wife during this Bobs experience Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWhile we pride ourselves on making our failures right by our customers, we do recognize that we have failed you and that you have not received the typical satisfactory Bobs experience overallWhile it is not procedure to do so we can approve processing a monetary refund of $to your original method of paymentWe can provide you with the remaining $(of your delivery fee) in the form of a Bobs Discount Furniture Gift CardWe sincerely want to earn your trust back in our business and providing you with the opportunity to receive a valuable cash and carry item or a $discount off of a future purchase is an offer that we make out of extreme apologyRegretfully we are unable to offer you a discount on the current mattress and foundation you haveYour records show no indication of a report of ‘scratches’ and how these may have occurred as a result of our faultThis mattress and foundation have been in your possession since 07/31/and we cannot take responsibility for a damage you allege occurred from our employees without a detailed report being made to us on the date of occurrenceIf you can provide pictures and evidence indicating how we are at fault for these ‘scratches’ I can look into pursuing this further on your behalfFurther discounting Product affects your warranty status through the bedding manufacturer directly (not Bobs) as well and we do not find it to be a good and caring decision to void out a customer’s year non prorated warranty status simply to provide them with a monetary amount they determine fit Again I apologize to you that you found our initial offers of further apology unsatisfactoryPlease let me know through this Revdex.com channel if you would like to accept our final offer of compensationIf so I will process the necessary documents and have our retail location reach out to you to complete the $refundThe $Bobs Discount Furniture Gift Card can be mailed to your residence or processed electronically onto your cr account that already exists within our records Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, line-break;"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty Card the customer received from [redacted] after purchase and a copy of our Goof Proof handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred or when By [redacted] ’s guidelines this is not an accident Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Our tech determined that this damage was due to misuse in the home Please see attached technician report, he determined the top surface is bowed due to a heavy tv being placed on top Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please apologize to our customer for any delay in claim processing that has caused them to feel disappointed in us At this time I believe the customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of Sincerely, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the team was not able to meet the freight elevator restrictions The team left the area because they had no place to park The team submitted photos to us showing the extremely tight road they were trying to navigate to get to the customer They did not have a place to pull over and park The customer was given a four hour window for delivery as all of our customer’s are given The window this customer was given was 2: to 6: We are not able to schedule our deliveries based solely on every customer’s building restrictions We work very hard to accommodate each request but in the cities, where every building has strict restrictions for deliveries and use of elevator, we are not able to accommodate hour windows The team did make this delivery at 7pm The team was minutes outside of the delivery window given This customer has already spoken to one of our colleagues and agreed to final compensation of $back to their Wells Fargo account, plus an additional compensation for damage and incorrect merchandise of $ We will not be offering any additional compensation based on the delivery occurring minutes after the delivery window Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please pass my apologies to this customer as it is obvious that we failed him on multiple levelsRegretfully this customer has already been refunded for his full purchase price as he has chosen to fully cancel the sales order he had open with usI certainly understand the reason why he has chosen to purchase furniture elsewhere and I do hope this customer will give us another chance to earn his business back in the futureIf this customer would like to provide me feedback directly on how we can improve our entire operation I would be grateful for the opportunity to listen to himPlease provide him my direct email address to use should he see fit [redacted] Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Roman"> We are very sorry that this set did not live up to the customer’s expectations As these are not manufacturing defects we are not obligated to make any offer of resolution 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 must first accept through the Revdex.com mediation site to release the credit They are then able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the table and chairs only As with all courtesy reselections the customer would be responsible for the new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I look forward to receiving the exchange on 08/06/and a compensation following a satisfactory delivery Sincerely, [redacted] ***
Good Morning Revdex.com, Bobs Discount Furniture has honored [redacted] ’s requests and made fair offers to resolve his original concernAs a business we have gone above and beyond the guidelines of our protection plan and provided [redacted] with a replacement piece of furniture even with the information that servicing his merchandise would have been the best route for our customerThis latest concern outlines again why we continually seek to resolve our customer’s concerns with quality services rather than replacement items In regards to the other item in our customer’s home, we are unable to offer a replacement on a piece of merchandise that [redacted] has had in his possession since This item contains no factory defects or reported, covered accidents to GuardianAs a business we must look to balance out the needs of our business with the wants of our customer and in this scenario we have not failed our customerIt is not the responsibility of a business to replace an item free of concern because of a preference issue our customer is experiencing and I am truly sorry that we have no further recourse to offer [redacted] in this case [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com- size="3"> We are very sorry that this [redacted] set did not live up to the customer’s expectationsAs the retailor and not the manufacturer we have little control as to the material the manufacturer uses We have noted this complaint and will report back to the purchasing department of the concernIn an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below) If this customer wishes to accept this offer, they need only reply to the Revdex.com mediation service that they accept The credit will then be released to the storesThe customer then is able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the [redacted] piece sectional and the ottomanWe have included the [redacted] ***f Plan in the credit so that it can be applied to the new merchandise We will also waive a new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Times New Roman"> I have just called this customer and left a message on the machine connected with the phone number [redacted] postedPlease note this consumer’s association with Revdex.com claim #: [redacted] *s I am trying to avoid not receiving a consumer response again There are several different concerns posted within this complaint and most of them require more information from the customer so that I can confirm their accuracy as well as address them with the appropriate departments if deemed necessary I have provided [redacted] with my direct telephone number via my message and am currently awaiting her return phone call Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sorry that our customer is experiencing any concerns while seeking to use the protection plan purchased and/or communicating damages to us directly We most certainly want to help our customer however we are not being provided with the information needed to allow the assistance to take placeIt is uncommon that scratches just appear on furniture and our trifold, provided to every customer at the time of sale, indicates that the customer should contact us within three days of their delivery to make us aware of any concern they feel may have been present from the point of deliveryWhen we are called several weeks later and told about cosmetic damages (such as scratches) as a business we must seek further information so that we can properly assist that customer and all customer’s alike If the customer can report a coverable accidental incident (what ‘goof proof’ covers) that caused these scratches we can process the claim via the protection plan they purchased, offering the benefits that are associated with this plan in fullI have attached the plan terms and conditions for reference If the customer continues to maintain that this cosmetic damage just appeared on its own or that it just wasn’t reported all together we ask that the customer submit photos of the damage and the piece itselfWe will review these photos with our Service Management Team and respond with what courtesy option, if any, for partial coverage may be available for resolution here Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We offered her a very large concession to keep as a refund to her credit card, which she accepted but has not called the store with the card to process Until she reaches out with the credit card used on the original order [redacted] the refund can not be processed We offered her additional compensation as a Bob’s credit The is normally the only compensation offered In this customer’s case we did go outside our procedure We are very sorry if she is not satisfied with the amount of compensation This is the only offer we are able to make Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We are very sorry that this piece did not live up to the customer’s expectations The customer was given the reselection they were seeking and is set up for the new merchandise to be exchanged with the pushback chaise We hope the new merchandise will be a better fit for the customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the offer that agents have previously made for a refund of the delivery fee ($99.99) as a final form of our apologyIn addition we will offer the customer a Bob’s Discount Furniture gift card in the amount of $for the stress and aggravation that we caused this customer If this customer accepts this final offer of compensation they need only to reply to the Revdex.com mediation service that it is accepted and I will create the paperwork and email it to the customer This is the only offer of compensation that we will be willing to make Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Our records reflect that our technician’s work was accepted by *** on and our records further reflect that our technician did not verify the cause of the concern to be that of a factory defect on the tableWe do apologize for the customer’s alleged experience between us and the [redacted] company and we do feel the protection plan we sell is extremely valuable given the price point it carries As a business we did take a path of resolving this concern when the customer was denied by the third party company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friends Add social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] Plans we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3, customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit We are genuinely very sorry when our customers experience failures that result in any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.SRegretfully given a review of all facts in this specific scenario we are unable to offer our customer further recourse
Good Afternoon [redacted] I 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 purchase Our records further indicate that your purchase was made with an electronic check We do require the time to receive those funds from the banking institution before we can release a refund to a customer We absolutely apologize if this was not fully explained to you at the time the order was canceled This is the industry standard for all retail companies When you went back into the store they requested a stop payment on the check to issue a cash refund at your request The stop payment went through and the store was prepared to grant the cash refund Our records indicate that you did not return to the store for the cash refund so a new check was processed to you on As the stop payment was done at your request in order to go outside of policy and give you a cash refund, we would not be able to cover any additional fees We are sorry that this entire ordeal was unpleasant for you and your mother This is not the conduct we would ever expect from a member of the Bob’s family and this will be investigated Kindest Regards, Tracy S [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 me Sincerely, [redacted] This case started in August 27,and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $table or $check, when I paid $for my dining room table I want what was promised to me when I purchased the $table either repair or to be replaced in equal value [redacted] can send a technician to repair my $table and the issue will be resolved I'm not being difficult that is what is stated in the goof proof insurance [redacted] ***
Complaint: [redacted] my id is [redacted] I'm responding to bob's discount furniture e- mail your saying this is wear on my sofa which is less then four years old and I disagree, I'm sending five pictures to prove your wrong one picture is of a [redacted] reclining chair which is sixteen years old and shows no wear on the leather , I have two cars with leather interiors and they show no wear, one car is a eight years old [ [redacted] ] and the other car is a sixteen year old [redacted] So this tells me that they must have done something wrong when they dyed the leather because colors don't just rub off leather The other two pictures is of the sofa with the colors rubbed off Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution We sent a technician to the home on Saturday We are waiting to hear if the issues have been resolved Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your reclinerCommon parts such as, drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturerThe expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourseIf you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks [redacted] *
Good Afternoon Joseph, 16px;"> I apologize that your original bed was delivered and built with a factory defectI further apologize that in our quest to make this defective product failure right by you, you have been enduring such a poor delivery/service experienceBobs Discount Furniture truly appreciates our customer’s business and ensuring our customer’s satisfactionI assure you that Bobs Discount Furniture cares very much for this concern and our intention was never to create continued inconvenience for you or your wife during this Bobs experience Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWhile we pride ourselves on making our failures right by our customers, we do recognize that we have failed you and that you have not received the typical satisfactory Bobs experience overallWhile it is not procedure to do so we can approve processing a monetary refund of $to your original method of paymentWe can provide you with the remaining $(of your delivery fee) in the form of a Bobs Discount Furniture Gift CardWe sincerely want to earn your trust back in our business and providing you with the opportunity to receive a valuable cash and carry item or a $discount off of a future purchase is an offer that we make out of extreme apologyRegretfully we are unable to offer you a discount on the current mattress and foundation you haveYour records show no indication of a report of ‘scratches’ and how these may have occurred as a result of our faultThis mattress and foundation have been in your possession since 07/31/and we cannot take responsibility for a damage you allege occurred from our employees without a detailed report being made to us on the date of occurrenceIf you can provide pictures and evidence indicating how we are at fault for these ‘scratches’ I can look into pursuing this further on your behalfFurther discounting Product affects your warranty status through the bedding manufacturer directly (not Bobs) as well and we do not find it to be a good and caring decision to void out a customer’s year non prorated warranty status simply to provide them with a monetary amount they determine fit Again I apologize to you that you found our initial offers of further apology unsatisfactoryPlease let me know through this Revdex.com channel if you would like to accept our final offer of compensationIf so I will process the necessary documents and have our retail location reach out to you to complete the $refundThe $Bobs Discount Furniture Gift Card can be mailed to your residence or processed electronically onto your c
r account that already exists within our records Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, line-break;"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty Card the customer received from [redacted] after purchase and a copy of our Goof Proof handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred or when By [redacted] ’s guidelines this is not an accident Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Our tech determined that this damage was due to misuse in the home Please see attached technician report, he determined the top surface is bowed due to a heavy tv being placed on top Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please apologize to our customer for any delay in claim processing that has caused them to feel disappointed in us At this time I believe the customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of Sincerely, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that the team was not able to meet the freight elevator restrictions The team left the area because they had no place to park The team submitted photos to us showing the extremely tight road they were trying to navigate to get to the customer They did not have a place to pull over and park The customer was given a four hour window for delivery as all of our customer’s are given The window this customer was given was 2: to 6: We are not able to schedule our deliveries based solely on every customer’s building restrictions We work very hard to accommodate each request but in the cities, where every building has strict restrictions for deliveries and use of elevator, we are not able to accommodate hour windows The team did make this delivery at 7pm The team was minutes outside of the delivery window given This customer has already spoken to one of our colleagues and agreed to final compensation of $back to their Wells Fargo account, plus an additional compensation for damage and incorrect merchandise of $ We will not be offering any additional compensation based on the delivery occurring minutes after the delivery window Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Please pass my apologies to this customer as it is obvious that we failed him on multiple levelsRegretfully this customer has already been refunded for his full purchase price as he has chosen to fully cancel the sales order he had open with usI certainly understand the reason why he has chosen to purchase furniture elsewhere and I do hope this customer will give us another chance to earn his business back in the futureIf this customer would like to provide me feedback directly on how we can improve our entire operation I would be grateful for the opportunity to listen to himPlease provide him my direct email address to use should he see fit [redacted] Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Roman"> We are very sorry that this set did not live up to the customer’s expectations As these are not manufacturing defects we are not obligated to make any offer of resolution 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 must first accept through the Revdex.com mediation site to release the credit They are then able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the table and chairs only As with all courtesy reselections the customer would be responsible for the new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I look forward to receiving the exchange on 08/06/and a compensation following a satisfactory delivery Sincerely, [redacted] ***
Good Morning Revdex.com, Bobs Discount Furniture has honored [redacted] ’s requests and made fair offers to resolve his original concernAs a business we have gone above and beyond the guidelines of our protection plan and provided [redacted] with a replacement piece of furniture even with the information that servicing his merchandise would have been the best route for our customerThis latest concern outlines again why we continually seek to resolve our customer’s concerns with quality services rather than replacement items In regards to the other item in our customer’s home, we are unable to offer a replacement on a piece of merchandise that [redacted] has had in his possession since This item contains no factory defects or reported, covered accidents to GuardianAs a business we must look to balance out the needs of our business with the wants of our customer and in this scenario we have not failed our customerIt is not the responsibility of a business to replace an item free of concern because of a preference issue our customer is experiencing and I am truly sorry that we have no further recourse to offer [redacted] in this case [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com- size="3"> We are very sorry that this [redacted] set did not live up to the customer’s expectationsAs the retailor and not the manufacturer we have little control as to the material the manufacturer uses We have noted this complaint and will report back to the purchasing department of the concernIn an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below) If this customer wishes to accept this offer, they need only reply to the Revdex.com mediation service that they accept The credit will then be released to the storesThe customer then is able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the [redacted] piece sectional and the ottomanWe have included the [redacted] ***f Plan in the credit so that it can be applied to the new merchandise We will also waive a new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Times New Roman"> I have just called this customer and left a message on the machine connected with the phone number [redacted] postedPlease note this consumer’s association with Revdex.com claim #: [redacted] *s I am trying to avoid not receiving a consumer response again There are several different concerns posted within this complaint and most of them require more information from the customer so that I can confirm their accuracy as well as address them with the appropriate departments if deemed necessary I have provided [redacted] with my direct telephone number via my message and am currently awaiting her return phone call Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison