Hi ***, Thank you for your response and again for your willingness to negotiate I find it important to convey that the [redacted] you have accessed regarding removal of old furniture is used primarily as a communication in context to a brand new purchase; meaning we will not remove the customer’s old furnishings from the home for multiple liability reasonsThis communication does not represent your individual transaction or the internal workings of our organization for an item that we consider is returning with a concernYour assumption in this instance is incorrect and may be causing you more confusion while we are proactively seeking to help you move forward As indicated via my last two responses (please review for verification) your reselection credit would require you to visit a showroom to make your reselectionThis type of credit offer would not be available for merchandise obtainable via our website only or any form of online use Let’s try one more time to see if we can mediate to an agreementI have listed a new offer below for your review: Option for resolution: We will provide you with 75% store credit based on the price paid to us for the sofa and loveseat This store credit will allow you to reselect to a different set that may fit your needs and longevity expectations better Once you have visited a showroom to make your reselection (within the next two months) we will expect to remove the current sofa and loveseat you have in your possession on the same date we deliver the new selectionAs an additional apology for your frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100.00-$savings credit for you) should you accept this courtesy offer for resolution Please note: if you were to select a set that is of the same value of your original set in 2012, ($799) a new delivery fee would be equal to $(+ any applicable state taxes)As an upgrade to our original offer (and this will help you in purchasing new protection for your new items) we will provide you with a store reselection credit for the price you originally paid to us for the [redacted] Protection Plan ($99.99) In tradition – I look forward to hearing back from you once again, should you respond as ‘satisfied’ thru this mediation channel please anticipate that your claim will be closed to communications and your store reselection credit will be active in our system and available for your use within business days from your response date Kindest Regards, Stephanie AG.Bobs Discount FurnitureCustomer Care Corporate Liaison
Stephanie, I do not accept a gift card in the amount of for the horrible experience I had with your company as well as numerous employees with your company It is obvious that when I placed my order back in August, your company did not have the inventory to fulfill the order so instead of taking my money the website should have indicated they did not have the amount of chairs I needed in stock This would have prevented this issue from happening at all In addition to that your company failed to follow up with contacting me as promised twice, leaving me to feel that my order and concerns did not matter at all When I did speak with someone from your company, one representative had absolutely no empathy or sense of urgency for my concerns at all, which caused me to request a supervisor the first time When your representativr cslled mr to schedule the delivery, she made no mention to me at all that only one of the two chairs I ordered was available for delivery I had to learn about this from another representative when I called to reschedule my delivery, and she informed me the other chair would not be available until 2017.!!! There is obviously a need to fix all of the process breaks that lead to this becoming a complaint with the Revdex.com It never should have gotten to this point and an I'm sorry and here's dollars isn't sufficient for having to go through this level of nonsense and feeling grossly unvalued as a customer While I do agree that my credit request of was unreasonable I was extremely pissed off at that moment and I would hope you could put yourself in my shoes and understand how frustrated I was with your company and its employees What I do expect is my complaint to be presented to a manager, disciplinary actions to be taken for failure to keep promises and contact me, process breaks resolved so this does not happen to me or any other customer in the future, and a $gift card This is more than reasonable for all of the issues and poor experiences I have dealt with Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this issue has caused to our customer Bobs Discount Furniture genuinely cares for all of our customers and stands behind the quality and value of all the products we sell While we are unable to pick up, remove, or dispose of the mattress set due to the heavy staining this set has endured we will offer to provide this customer with a store credit for the amount originally paid to us for the mattress set ($325.54) The customer can use this store credit to visit a showroom location (or contact one via telephone) to set up another purchase for a new mattress set We will also offer to cover the charge of delivering a new sleep set as an additional courtesy to this customer; again we are NOT able to remove the current mattress or foundation from this homeI have populated the store credit within our system and the credit number the customer can use as a reference with any of our associates is [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I spoke with our Accounting Department regarding this concern and have verified that as of the returning funds have been releasedIt appears that we were experiencing an issue in between our system and the specific credit card type of this customerIf the customer hasn’t already seen this refund or if doesn’t fully populate within a few business days we suggest the customer contact their credit card company for more information We are very sorry for the early and unexpected arrival of delivery team as well as the poor handling that caused this customer to loose faith in our businessWe have addressed the coaching concerns this customer has presented to us and thank this customer for posting this concern so that we may grow and improve all our processes Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out times and have failed all time we have a th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $to take off my account for the continued problems they have caused and have yet to fix withch has been over weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time Sincerely, [redacted]
Good Morning Revdex.com, size="3"> I have thoroughly reviewed the account I find most of what the customer has listed is correct I am sorry that this customer feels that their issues have not been adequately addressed We have offered the reselection on the sofa at 100% because it is still under warranty The loveseat has no manufacturing defects We are under no obligation as a business to offer any credit on this piece The $credit that was offered this customer was done so as an extreme courtesy If the customer does not wish to part with this piece because of the 30% usage fee, we can remove it from the credit so that they will not be losing money on that piece and they can reselect on the sofa only As Bob’s does not make furniture we do not have any control over this manufacturer’s decision to no longer make this set, because it is no longer made we do not have the option of just replacing the sofa as this customer had requested If the piece was still in production, that would have been our first offer The part delay on the chairs is also an issue where we are at the mercy of our manufacturer’s The part order was placed on November 21, This vendor normally ships parts within thirty days There are no notes from the parts department as to the cause of the delay Often it is an issue with container ships coming through customs This customer should not have had to wait so long for this to be rectified I will offer this customer compensation as a $ECard for the delay in the part order I have also amended the two reselection credits to include free delivery a $value We would not be able to offer any additional compensation Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies to *** for the lack of care and empathy this concern has been met withI have placed the store credit for the left side facing piece into our customer’s accounting records and this credit, along with the original, are active for useThese credits will remain active through As an additional apology for the time that *** has had to spend seeking resolution on this we will agree to waive the new delivery fee on the newly selected merchandise (this will save *** approximately $99.99) By accepting and using these credits [redacted] is acknowledging that this is the final attempt we are permitting an exchange of merchandise for any customer preference concernWhile I certainly agree that ***’s concerns should have been handled with more care it is not a sound business choice to continue to remove and deliver product (that cannot be re sold as new) to any customer For ***’s records the two credit numbers associated with the sectional are: [redacted] & [redacted] Should the new merchandise [redacted] selects cost less than the available credit the remaining balance can be used in our store for other merchandise or may remain as a store credit for future useIf [redacted] selects a set that retails for more than the available credit we will expect that the consumer pay the difference in upcharge for the merchandise they desire Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am so sorry if my first response did not clear up that confusion as I had intended it toI apologize for any misunderstanding that was placed forth by our service technician, however his manager who has over fifteen years experience in this industry has assured me that this damage is repairable We stand behind our technician’s workmanship and are confident that that quality service we can provide will rectify [redacted] ’s concernsIf the customer prefers we can also offer to order him a brand new inside back part for his product and once he receives this part we can send out one of our technicians to complete the installation at no cost to himThe vendor who makes this product is located overseas and does not have a shipping contact in the United States, therefore the part could take up to weeks to arrive to [redacted] and naturally we would like to resolve his concern prior to asking him to wait such a long period of time for a new part [redacted] also has the option to initiate his ‘one time replacement’ option using his Goof Proof Protection on this specific itemThe plan he purchased allows for unlimited service and parts for five full years or a one time replacement –paid for in full including delivery feesLike most other insurance/protection plans the plan has been fulfilled on an item once it has been replaced due to the associated cost of replacement being significantly higher than the price paid for this plan Please let me know how [redacted] would like to proceed as we have three options for resolution available to him now [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
bought twin beds , box springs and memory foam mattresses after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds werethe smell was coming from the beds !! it was horrendous I called and was told they would not come to remove the beds before the day get to know your mattress time rule was up I had the beds for only days the thought of keeping this environmental hazard in my home for another days was too much! even after expressing my concern for the health of my family ,they would do nothing unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience for the health of my family , I had the beds taken from my home the next day by a junk company a loss of plus dollars is nothing compared to the safety and health of my family!!!
Good Morning Revdex.com, Please let this customer know that we are truly very sorry for the lack of care she was met with while initially trying to communicate her concern to usAs of at approximately 5:30pm our customer spoke with our Customer Care Department via telephone and was issued a credit for the products listed in her concern Please allow me to confirm that we have reconsidered our position on this issue as a business and are currently seeking to provide assistance to customers who are experiencing this concernThere continues to be public information posted on the internet everyday that can help educate our customer on the reasons why mold is not a manufacturing defectIn the event that mold occurs it is not a manufacturing defect and will continue to occur if the customer continues to keep a foam based mattress in that specific environment with that specific amount of use We do care very much for any customer who is experiencing this concern and maintain that we are offering appropriate offers for resolutions based on individual situations and current circumstancesAgain we apologize to this customer and her family that she has had to deal with any aggravation and stress as a result of the product she has purchased from us and we have taken the proper actions to make it right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , yes;"> I am very sorry to learn of the dissatisfaction you experienced while making/waiting on your purchase from us I don't blame you for being very upset with us and I know and acknowledge how unpleasant this entire ordeal has been for youI truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company Your comments regarding the service you received by our delivery team, customer care, and sales office are very important to usWe want customers to love shopping with Bobs, so your report of a distressing experience with any of our associates is a serious concern for usIt is inexcusable for anyone to address our customers deliveries in an impatient way and the lengthily wait you cite to have endured is certainly our failure as wellWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us 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 usIt was never our intention to offend you by offering you a further form of apology after we made your concern rightWhile we understand that this is your Bobs experience, we do not continually let our customers down on the nearly 3,deliveries we complete successfully ever dayI do acknowledge your reasons for canceling your order and I am genuinely sad that we lost your business due to the inconveniences we caused you Please let me know if there is any way you would consider reinstating your sales order with us and if so, I’d be happy to discuss a further form of apology that can be accommodated prior to your delivery occurring Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the poor overall experience our customer outlines in their complaintWe are genuinely very sorry for any frustration we caused during what is intended to be a stress- free and exciting time of purchase and delivery While we understand our customer’s reason for seeking compensation the customer’s account (cr: [redacted] ) does not depict any open or pending sales orders with our business at this time 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 usWhen we have successfully delivered the merchandise and our customer is fully satisfied we are able to provide further options of our apologies for any instances of inconvenience we may have causedWhile unusual, we can make exceptions in extreme cases and provide a one time offer prior to delivery of the merchandise but we would still need an active/open sales order to work off of in order to accomplish this task Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are sincerely sorry that this customer had such a poor experience with Bob’s We look at every delivery failure as a serious issue; the failures that involve children are especially difficult The first delivery the headboard came with a crack This is not an issue we would have known about before delivery as the boxes are not opened in the warehouse before loading We are very sorry that this delivery was never completed and sorry we have lost this customer’s trust The merchandise is being picked up for a complete refund Sincerely, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed deliveredEvery step in this process has been screwed upWhen I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture firstYou have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warrantyIt's unreasonable Sincerely, [redacted] ***
Good Morning Revdex.com, size=3> We are very sorry to learn of any disappointment our customer may be experiencing while seeking to use their protection planWe are always happy to help and research any customers concerns further however I cannot locate any calls into Bobs Discount Furniture directly from this customer I was able to locate an account with a dining room set delivered just over three years ago (2.11.2012) Our records have no conversations logged with communications from this customer since delivery three years ago The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, 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 approvedGiven the status of our records I am inclined to believe this customer has been working with the Guardian company and not Bobs Discount Furniture prior to filing this complaintIf the customer wishes to provide more information to us about the claim made with Guardian, the actual concern they are experiencing with their furniture, and what they are seeking as a desired settlement we are more than happy to look into their complaint further to see what, if anything, Bobs Discount Furniture can do for them directly We look forward to hearing from this customer again so that we can begin our researchThe customer can use this Revdex.com channel they have opened for mediation or they are welcome to contact us directly at our Customer Care Offices – 1800-569-(Mon- Sat 6:30a -8:00pm/ Sun- 10:30a -7:00p) Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening [redacted] , 16px;"> Please accept my apologies for the frustration you are experiencing as a result of your unhappiness with your product and service from Bobs Discount FurnitureI assure you that we sincerely care about each and every one of our customers and seeing that their concerns are properly resolved The ‘Goof Proof’ plan you purchased on for your sofa and loveseat is very different from the ‘Goof Proof Plus’ plan that we currently sell and that you have on your glider recliner, purchased on In ‘Goof Proof’ was a protection plan that we offered to our customers for five years of accidental damage coverageThis means that the consumer would be asked to report a specific accident that occurred to cause a coverable damage through the insurance company: ‘ [redacted] ’I apologize for any misunderstanding that may have occurred at the time of sale, or perhaps during the purchase of your glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage against accidental defects (managed by the ‘ [redacted] ’ company) and factory defects (managed by Bobs Discount Furniture) for five (5) long yearsConsidering this information when you purchased your sofa and loveseat in your set was covered against factory defects under our standard one year bobs factory guarantee This guarantee starts from the date of delivery and your set was delivered on When our technician visited your home on to address your concerns of ‘peeling leather’ you were already outside of your one year guarantee and we completed the service of touch up as a courtesy to youWe can take responsibility for the workmanship not holding up to a quality standard and as we place an immense amount of pride in our technician’s abilities I am equally as disappointed as you are to learn of this repair not holding upRegretfully we cannot take ownership for a defect being present as your sofa and loveseat was outside of its warranty period at the time you reported the ‘peeling concern’ to us I can offer you a reselection store credit for the price you originally paid for the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this credit I will ask that you agree to pay a new delivery fee on the new merchandise you pick outI am unsure of what the delivery fee might be as it depends on the dollar amount of the merchandise you select on the new saleFor example, if you selected a new sofa and loveseat that sells for $1000-$ you would be charged $for deliveryKeep in mind you can also use some of your store credit towards paying for the cost of the new delivery Please respond to me and advise me if you would like to accept this option for resolution as I am eager to resolve your complaints I thank you for your time [redacted] and your extreme patience with us [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I have attached the photos requested by Bob's Discount FurnitureUnfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as coveredHowever, no where on this document does it stipulate the damage amount has to be 6" or lessThe [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumerAlso, I made a contract with Bob's discount furniture, not with [redacted] Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actionsI purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damageAs I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement thereHowever, I feel this claim is justified because again your [redacted] *** outline does not read the damage must be 6" or smaller Sincerely, [redacted]
Good Afternoon Revdex.com, I am very sorry for the failures that our customer has had to endure based off of our errorsWe expect all of our professionals to behave in the most caring manner while certifying our customer’s complete satisfactionI am very embarrassed to learn of the conduct our delivery team displayed while in our customers home and I assure *** that we do not consider these actions acceptable in any mannerI further apologize to *** for the lack of care he received while initially reporting these concerns to our Customer Care DepartmentIt is outrageous for any business to ask a customer to endure any period of patience after failing so terribly to honor the original agreement we entered intoI thank *** for escalating his concern so that we may have the opportunity to properly coach our agents and make sure we are offering the best experience all around for our valued customers 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 usWe currently have a delivery scheduled for to resolve this concern and I have ensured that all pieces/parts of the bed are coming for the exchange on (headboard/footboard railings)I have also requested that a different delivery team come to [redacted] residence due to the poor experience he endured from our original teamI am confident that John’s concerns will be completely resolved on guaranteeing he does not have to spend any more of his valuable time correcting our mistakes While it is not procedure to do so, I recognize that we have caused our customer a great deal of inconvenienceFor that reason, I have made a note that once we have made everything right, we will review this customer’s account to determine if further action should to be takenPlease advise this customer that upon completion of their delivery, the driver is expected to call into our Customer Care Department to allow us to speak directly with themIf our customer still believes that further resolution is needed to rectify this concern we can discuss what, if any, further resolution will be offered at that time I genuinely apologize again for the impression our customer has been left with of our business Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Hi ***, Thank you for your response and again for your willingness to negotiate I find it important to convey that the [redacted] you have accessed regarding removal of old furniture is used primarily as a communication in context to a brand new purchase; meaning we will not remove the customer’s old furnishings from the home for multiple liability reasonsThis communication does not represent your individual transaction or the internal workings of our organization for an item that we consider is returning with a concernYour assumption in this instance is incorrect and may be causing you more confusion while we are proactively seeking to help you move forward As indicated via my last two responses (please review for verification) your reselection credit would require you to visit a showroom to make your reselectionThis type of credit offer would not be available for merchandise obtainable via our website only or any form of online use Let’s try one more time to see if we can mediate to an agreementI have listed a new offer below for your review: Option for resolution: We will provide you with 75% store credit based on the price paid to us for the sofa and loveseat This store credit will allow you to reselect to a different set that may fit your needs and longevity expectations better Once you have visited a showroom to make your reselection (within the next two months) we will expect to remove the current sofa and loveseat you have in your possession on the same date we deliver the new selectionAs an additional apology for your frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100.00-$savings credit for you) should you accept this courtesy offer for resolution Please note: if you were to select a set that is of the same value of your original set in 2012, ($799) a new delivery fee would be equal to $(+ any applicable state taxes)As an upgrade to our original offer (and this will help you in purchasing new protection for your new items) we will provide you with a store reselection credit for the price you originally paid to us for the [redacted] Protection Plan ($99.99) In tradition – I look forward to hearing back from you once again, should you respond as ‘satisfied’ thru this mediation channel please anticipate that your claim will be closed to communications and your store reselection credit will be active in our system and available for your use within business days from your response date Kindest Regards, Stephanie AG.Bobs Discount FurnitureCustomer Care Corporate Liaison
Stephanie, I do not accept a gift card in the amount of for the horrible experience I had with your company as well as numerous employees with your company It is obvious that when I placed my order back in August, your company did not have the inventory to fulfill the order so instead of taking my money the website should have indicated they did not have the amount of chairs I needed in stock This would have prevented this issue from happening at all In addition to that your company failed to follow up with contacting me as promised twice, leaving me to feel that my order and concerns did not matter at all When I did speak with someone from your company, one representative had absolutely no empathy or sense of urgency for my concerns at all, which caused me to request a supervisor the first time When your representativr cslled mr to schedule the delivery, she made no mention to me at all that only one of the two chairs I ordered was available for delivery I had to learn about this from another representative when I called to reschedule my delivery, and she informed me the other chair would not be available until 2017.!!! There is obviously a need to fix all of the process breaks that lead to this becoming a complaint with the Revdex.com It never should have gotten to this point and an I'm sorry and here's dollars isn't sufficient for having to go through this level of nonsense and feeling grossly unvalued as a customer While I do agree that my credit request of was unreasonable I was extremely pissed off at that moment and I would hope you could put yourself in my shoes and understand how frustrated I was with your company and its employees What I do expect is my complaint to be presented to a manager, disciplinary actions to be taken for failure to keep promises and contact me, process breaks resolved so this does not happen to me or any other customer in the future, and a $gift card This is more than reasonable for all of the issues and poor experiences I have dealt with Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this issue has caused to our customer Bobs Discount Furniture genuinely cares for all of our customers and stands behind the quality and value of all the products we sell While we are unable to pick up, remove, or dispose of the mattress set due to the heavy staining this set has endured we will offer to provide this customer with a store credit for the amount originally paid to us for the mattress set ($325.54) The customer can use this store credit to visit a showroom location (or contact one via telephone) to set up another purchase for a new mattress set We will also offer to cover the charge of delivering a new sleep set as an additional courtesy to this customer; again we are NOT able to remove the current mattress or foundation from this homeI have populated the store credit within our system and the credit number the customer can use as a reference with any of our associates is [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I spoke with our Accounting Department regarding this concern and have verified that as of the returning funds have been releasedIt appears that we were experiencing an issue in between our system and the specific credit card type of this customerIf the customer hasn’t already seen this refund or if doesn’t fully populate within a few business days we suggest the customer contact their credit card company for more information We are very sorry for the early and unexpected arrival of delivery team as well as the poor handling that caused this customer to loose faith in our businessWe have addressed the coaching concerns this customer has presented to us and thank this customer for posting this concern so that we may grow and improve all our processes Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out times and have failed all time we have a th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $to take off my account for the continued problems they have caused and have yet to fix withch has been over weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time Sincerely, [redacted]
Good Morning Revdex.com, size="3"> I have thoroughly reviewed the account I find most of what the customer has listed is correct I am sorry that this customer feels that their issues have not been adequately addressed We have offered the reselection on the sofa at 100% because it is still under warranty The loveseat has no manufacturing defects We are under no obligation as a business to offer any credit on this piece The $credit that was offered this customer was done so as an extreme courtesy If the customer does not wish to part with this piece because of the 30% usage fee, we can remove it from the credit so that they will not be losing money on that piece and they can reselect on the sofa only As Bob’s does not make furniture we do not have any control over this manufacturer’s decision to no longer make this set, because it is no longer made we do not have the option of just replacing the sofa as this customer had requested If the piece was still in production, that would have been our first offer The part delay on the chairs is also an issue where we are at the mercy of our manufacturer’s The part order was placed on November 21, This vendor normally ships parts within thirty days There are no notes from the parts department as to the cause of the delay Often it is an issue with container ships coming through customs This customer should not have had to wait so long for this to be rectified I will offer this customer compensation as a $ECard for the delay in the part order I have also amended the two reselection credits to include free delivery a $value We would not be able to offer any additional compensation Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies to *** for the lack of care and empathy this concern has been met withI have placed the store credit for the left side facing piece into our customer’s accounting records and this credit, along with the original, are active for useThese credits will remain active through As an additional apology for the time that *** has had to spend seeking resolution on this we will agree to waive the new delivery fee on the newly selected merchandise (this will save *** approximately $99.99) By accepting and using these credits [redacted] is acknowledging that this is the final attempt we are permitting an exchange of merchandise for any customer preference concernWhile I certainly agree that ***’s concerns should have been handled with more care it is not a sound business choice to continue to remove and deliver product (that cannot be re sold as new) to any customer For ***’s records the two credit numbers associated with the sectional are: [redacted] & [redacted] Should the new merchandise [redacted] selects cost less than the available credit the remaining balance can be used in our store for other merchandise or may remain as a store credit for future useIf [redacted] selects a set that retails for more than the available credit we will expect that the consumer pay the difference in upcharge for the merchandise they desire Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, I am so sorry if my first response did not clear up that confusion as I had intended it toI apologize for any misunderstanding that was placed forth by our service technician, however his manager who has over fifteen years experience in this industry has assured me that this damage is repairable We stand behind our technician’s workmanship and are confident that that quality service we can provide will rectify [redacted] ’s concernsIf the customer prefers we can also offer to order him a brand new inside back part for his product and once he receives this part we can send out one of our technicians to complete the installation at no cost to himThe vendor who makes this product is located overseas and does not have a shipping contact in the United States, therefore the part could take up to weeks to arrive to [redacted] and naturally we would like to resolve his concern prior to asking him to wait such a long period of time for a new part [redacted] also has the option to initiate his ‘one time replacement’ option using his Goof Proof Protection on this specific itemThe plan he purchased allows for unlimited service and parts for five full years or a one time replacement –paid for in full including delivery feesLike most other insurance/protection plans the plan has been fulfilled on an item once it has been replaced due to the associated cost of replacement being significantly higher than the price paid for this plan Please let me know how [redacted] would like to proceed as we have three options for resolution available to him now [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
bought twin beds , box springs and memory foam mattresses after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds werethe smell was coming from the beds !! it was horrendous I called and was told they would not come to remove the beds before the day get to know your mattress time rule was up I had the beds for only days the thought of keeping this environmental hazard in my home for another days was too much! even after expressing my concern for the health of my family ,they would do nothing unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience for the health of my family , I had the beds taken from my home the next day by a junk company a loss of plus dollars is nothing compared to the safety and health of my family!!!
Good Morning Revdex.com, Please let this customer know that we are truly very sorry for the lack of care she was met with while initially trying to communicate her concern to usAs of at approximately 5:30pm our customer spoke with our Customer Care Department via telephone and was issued a credit for the products listed in her concern Please allow me to confirm that we have reconsidered our position on this issue as a business and are currently seeking to provide assistance to customers who are experiencing this concernThere continues to be public information posted on the internet everyday that can help educate our customer on the reasons why mold is not a manufacturing defectIn the event that mold occurs it is not a manufacturing defect and will continue to occur if the customer continues to keep a foam based mattress in that specific environment with that specific amount of use We do care very much for any customer who is experiencing this concern and maintain that we are offering appropriate offers for resolutions based on individual situations and current circumstancesAgain we apologize to this customer and her family that she has had to deal with any aggravation and stress as a result of the product she has purchased from us and we have taken the proper actions to make it right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , yes;"> I am very sorry to learn of the dissatisfaction you experienced while making/waiting on your purchase from us I don't blame you for being very upset with us and I know and acknowledge how unpleasant this entire ordeal has been for youI truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company Your comments regarding the service you received by our delivery team, customer care, and sales office are very important to usWe want customers to love shopping with Bobs, so your report of a distressing experience with any of our associates is a serious concern for usIt is inexcusable for anyone to address our customers deliveries in an impatient way and the lengthily wait you cite to have endured is certainly our failure as wellWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us 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 usIt was never our intention to offend you by offering you a further form of apology after we made your concern rightWhile we understand that this is your Bobs experience, we do not continually let our customers down on the nearly 3,deliveries we complete successfully ever dayI do acknowledge your reasons for canceling your order and I am genuinely sad that we lost your business due to the inconveniences we caused you Please let me know if there is any way you would consider reinstating your sales order with us and if so, I’d be happy to discuss a further form of apology that can be accommodated prior to your delivery occurring Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the poor overall experience our customer outlines in their complaintWe are genuinely very sorry for any frustration we caused during what is intended to be a stress- free and exciting time of purchase and delivery While we understand our customer’s reason for seeking compensation the customer’s account (c
r: [redacted] ) does not depict any open or pending sales orders with our business at this time 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 usWhen we have successfully delivered the merchandise and our customer is fully satisfied we are able to provide further options of our apologies for any instances of inconvenience we may have causedWhile unusual, we can make exceptions in extreme cases and provide a one time offer prior to delivery of the merchandise but we would still need an active/open sales order to work off of in order to accomplish this task Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are sincerely sorry that this customer had such a poor experience with Bob’s We look at every delivery failure as a serious issue; the failures that involve children are especially difficult The first delivery the headboard came with a crack This is not an issue we would have known about before delivery as the boxes are not opened in the warehouse before loading We are very sorry that this delivery was never completed and sorry we have lost this customer’s trust The merchandise is being picked up for a complete refund Sincerely, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed deliveredEvery step in this process has been screwed upWhen I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture firstYou have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warrantyIt's unreasonable Sincerely, [redacted] ***
Good Morning Revdex.com, size=3> We are very sorry to learn of any disappointment our customer may be experiencing while seeking to use their protection planWe are always happy to help and research any customers concerns further however I cannot locate any calls into Bobs Discount Furniture directly from this customer I was able to locate an account with a dining room set delivered just over three years ago (2.11.2012) Our records have no conversations logged with communications from this customer since delivery three years ago The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, 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 approvedGiven the status of our records I am inclined to believe this customer has been working with the Guardian company and not Bobs Discount Furniture prior to filing this complaintIf the customer wishes to provide more information to us about the claim made with Guardian, the actual concern they are experiencing with their furniture, and what they are seeking as a desired settlement we are more than happy to look into their complaint further to see what, if anything, Bobs Discount Furniture can do for them directly We look forward to hearing from this customer again so that we can begin our researchThe customer can use this Revdex.com channel they have opened for mediation or they are welcome to contact us directly at our Customer Care Offices – 1800-569-(Mon- Sat 6:30a -8:00pm/ Sun- 10:30a -7:00p) Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening [redacted] , 16px;"> Please accept my apologies for the frustration you are experiencing as a result of your unhappiness with your product and service from Bobs Discount FurnitureI assure you that we sincerely care about each and every one of our customers and seeing that their concerns are properly resolved The ‘Goof Proof’ plan you purchased on for your sofa and loveseat is very different from the ‘Goof Proof Plus’ plan that we currently sell and that you have on your glider recliner, purchased on In ‘Goof Proof’ was a protection plan that we offered to our customers for five years of accidental damage coverageThis means that the consumer would be asked to report a specific accident that occurred to cause a coverable damage through the insurance company: ‘ [redacted] ’I apologize for any misunderstanding that may have occurred at the time of sale, or perhaps during the purchase of your glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage against accidental defects (managed by the ‘ [redacted] ’ company) and factory defects (managed by Bobs Discount Furniture) for five (5) long yearsConsidering this information when you purchased your sofa and loveseat in your set was covered against factory defects under our standard one year bobs factory guarantee This guarantee starts from the date of delivery and your set was delivered on When our technician visited your home on to address your concerns of ‘peeling leather’ you were already outside of your one year guarantee and we completed the service of touch up as a courtesy to youWe can take responsibility for the workmanship not holding up to a quality standard and as we place an immense amount of pride in our technician’s abilities I am equally as disappointed as you are to learn of this repair not holding upRegretfully we cannot take ownership for a defect being present as your sofa and loveseat was outside of its warranty period at the time you reported the ‘peeling concern’ to us I can offer you a reselection store credit for the price you originally paid for the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this credit I will ask that you agree to pay a new delivery fee on the new merchandise you pick outI am unsure of what the delivery fee might be as it depends on the dollar amount of the merchandise you select on the new saleFor example, if you selected a new sofa and loveseat that sells for $1000-$ you would be charged $for deliveryKeep in mind you can also use some of your store credit towards paying for the cost of the new delivery Please respond to me and advise me if you would like to accept this option for resolution as I am eager to resolve your complaints I thank you for your time [redacted] and your extreme patience with us [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
From the time I ordered my furniture to the delivery poeple, I had a very nice experienceI would recommend Bob's to a friend
Complaint: [redacted] I am rejecting this response because: I have attached the photos requested by Bob's Discount FurnitureUnfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as coveredHowever, no where on this document does it stipulate the damage amount has to be 6" or lessThe [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumerAlso, I made a contract with Bob's discount furniture, not with [redacted] Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actionsI purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damageAs I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement thereHowever, I feel this claim is justified because again your [redacted] *** outline does not read the damage must be 6" or smaller Sincerely, [redacted]
Good Afternoon Revdex.com, I am very sorry for the failures that our customer has had to endure based off of our errorsWe expect all of our professionals to behave in the most caring manner while certifying our customer’s complete satisfactionI am very embarrassed to learn of the conduct our delivery team displayed while in our customers home and I assure *** that we do not consider these actions acceptable in any mannerI further apologize to *** for the lack of care he received while initially reporting these concerns to our Customer Care DepartmentIt is outrageous for any business to ask a customer to endure any period of patience after failing so terribly to honor the original agreement we entered intoI thank *** for escalating his concern so that we may have the opportunity to properly coach our agents and make sure we are offering the best experience all around for our valued customers 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 usWe currently have a delivery scheduled for to resolve this concern and I have ensured that all pieces/parts of the bed are coming for the exchange on (headboard/footboard railings)I have also requested that a different delivery team come to [redacted] residence due to the poor experience he endured from our original teamI am confident that John’s concerns will be completely resolved on guaranteeing he does not have to spend any more of his valuable time correcting our mistakes While it is not procedure to do so, I recognize that we have caused our customer a great deal of inconvenienceFor that reason, I have made a note that once we have made everything right, we will review this customer’s account to determine if further action should to be takenPlease advise this customer that upon completion of their delivery, the driver is expected to call into our Customer Care Department to allow us to speak directly with themIf our customer still believes that further resolution is needed to rectify this concern we can discuss what, if any, further resolution will be offered at that time I genuinely apologize again for the impression our customer has been left with of our business Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison