From beginning to end this is one of the best buying experiences I have ever hadI visited the store in [redacted] last weekA salesman, Edwardo, greeted meI told him I just wanted to look around at dining setsHe directed me to where they were located and then left me alone as requestedI returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlesslyMy delivery was set up for the following WednesdayOn Monday I received a call letting me know that my order would be delivered between am and pm on WednesdayOn Tuesday I checked online to see if we were still on scheduleWe wereOn Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:and 12:At twelve noon the truck showed up with three delivery menThey were professionally dressed in uniforms and very politeThey went to work immediately assembling everythingWithin minutes they were doneThe furniture is gorgeous, the delivery men set it up and cleaned up everythingI couldn't be more pleasedWhat a great experienceThis is my go to place for all my furnishings in the futureVery high quality, outstanding service and great communicationGood job Bob
Complaint: [redacted] I am rejecting this response because: It does not satisfy my displeasureI will wait for replacement and if that is again faulty I will request further action at that time Sincerely, [redacted]
Good Afternoon Revdex.com, I reached out to *** by phone today (6.05.2014) and provided her with my direct phone number for follow upAt this time we are scheduled to deliver to [redacted] tomorrow (6.06.2014) and service her merchandise on I have made [redacted] aware that we can discuss compensation upon conclusion of her service as we want to ensure our customer is completely satisfied prior to discussing the compensation we are able to offerWhile it is not our procedure to do so, I realize that we have failed our customer and caused many unnecessary inconveniences and for this reason we are able to work above and beyond our policies and offer compensation in the form of a monetary refundI have apologized to [redacted] and explained that regretfully we are unable to compensate for an individual’s specific time and can make offers based off the money she has paid to us for her sales order We are also willing to approve ***’s request to remove the furniture for refund as she has depicted in the ‘desired settlement’ section of this claimWe would most certainly prefer to keep our customer’s valued business however Bob’s is a company that puts our customer first and we feel terrible that [redacted] has had to endure this much stress as a result of our letdowns Thank you for providing us with an opportunity to make it right Revdex.com, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the concern listed on this complaint We absolutely believe it is unacceptable that this has been going on for over two months We feel at this point we may have to take over the claim Can the customer please forward to the Revdex.com a photo of the damaged door and a copy of the estimate? Once we have received those we will reach out to the customer directly with a resolution Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Hi ***, face="Calibri">I apologize that you feel so disappointed by our business and for the product defect you experienced with your mattress In regards to the additional delivery fee you paid to have a comfort reselection completed in 2011, this information would have been present on your original sales invoice under our mattress satisfaction policyThis document is commonly signed by the customer prior to leaving our retail locationAs our delivery fee’s are always charged separate from the cost of merchandise we do maintain that it is a fair and adequate charge given the facts that this mattress was being sent back (and couldn’t be resold by our business) for a preference issue and we must pay out to have the new delivery take place I can certainly understand your frustration after our delivery team insisted that your merchandise would not fit and as you allege, you were able to get a similar set in with no issuesWhile I am glad that you ended up saving some additional money on your new set I am so sorry that we lost your business on this sale and inconvenienced you at allIt was surely never our intention to disappoint you and we must trust the judgment of our delivery team when it comes to the size and fit of merchandise into a homeIn complete honesty it does not benefit a team not to deliver merchandise they have on their runThe majority of trucking companies compensate by completed stops onlyThe delivery team is also responsible to maintain that merchandise for the rest of their day (keeping it free from damage), off load it from their box truck, and reload to a returns trailer before they are even allowed to go homeIn many cases the team isn’t getting back to their trucking company until well beyond hours on the roadAnother factor to consider is that a delivery team is personally monetarily responsible for any damage they cause to a residence and/or merchandise during transit and placementFor these reasons and more I assure our team’s do not routinely state that furniture won’t fit properly if there is a chance it will make it into the home safe and sound as expected Again I apologize that you had any defect concern with the original mattress you purchased from us and as a business we followed through on honoring that defect concern with an adequate resolutionThis is the owed responsibility of any retailer under warrantied defect circumstancesPer my research the prices in mattresses did not change with the upgrade of the gel layerI show both inventory articles being priced at $1,when sold on their ownYou initially received a discount by buying the sleep set (Mattress and Foundation) together and paid a cost of $1,for the mattressI can see if an error occurred on the sales person’s part in initially charging you the retail price of the mattress (as that’s how it would auto populate in our computer system) and offering you the new bed protector Our records indicate, as you have, that we were able to correct this sales error prior to you leaving the store on Our records further indicate this coaching concern has been addressed with/at our retail levelI do feel it pertinent to educate you that it is always a benefit to purchase a new bed protector with a new mattress, especially since our protectors have been upgraded to full encasement style since and it renews the year warranty that comes from the protector companyHaving purchased multiple new mattresses myself in the past few years I have always seen it pertinent to buy a new protector when I buy the new mattressViewing this scenario strictly from a general consumer’s point of view I can certainly emphasize with your desire to continue using your original protector If you were provided with paperwork at the time of sale indicating that your assigned delivery date was it is very odd that the delivery, for any reason would have been moved to a later date without customer notification or requestA member of our personnel would have had to physically change this date inside your order or a system glitch (I am not aware of happening ever before) would have had to occurWe will continue to research this anomaly with our tech group to determine the exact causeAs of now we have corrected the concern to you and your mattress delivery is scheduled to take place on as originally agreed upon Bob’s prides itself on providing you quality service and the best value product for the priceOur primary focus is on making it right so that you are satisfied with the product that you have purchased from usWe currently have the delivery scheduled for to resolve your concern While it is not procedure to do so, I recognize that we have caused you a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review your account to determine if further action should to be takenRegretfully we are unable to offer a further discount off of merchandise that will exist in your possession in good condition Our delivery team is expected to call in your stop to our Customer Care group prior to leaving your home tomorrow so at this time if you still remain unsatisfied, we can perform the review and determine if a further form of apology will be offered to you Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
DC Complaint: [redacted] they gave me a store credit for the price of my old furniture and I went and got new furniture, now my new couch that isn't even a month old has just broke, the whole middle of the couch has caved in and the middle of the couch is sitting on the floor, I contacted them about getting a refund because the quality of their furniture is just no good, they are going to replace the couch but I do not want it, I want my money backI feel that they just sell garbage and I told them I don't want the new couch, that I just want a refund and they refuseI am hoping you can help me since this is going to be the 3rd replacement from them and they just break and its not fair to me at all, I want my money back so I can go buy furniture that will last me and not fall apart in less than a month Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Bob’s does not manufacture merchandise; we are at the mercy of our vendors We did request the parts be sent to the customer, we were given a date we should expect the parts The manufacturer did not fulfill the order We are very sorry that we were not able to get the parts out to you on a timely manner I am confused however It appears the customer had a conversation with one of my colleagues Elizabeth on September They agreed to give it one more week, and if the parts did not arrive, Bob’s would offer either an exchange or a reselection, so the customer could get a replacement We will absolutely honor that offer There is a reselection credit in the system for the cost of the sofa, the goof proof plan and the tax We will waive any new delivery fee The pick up of the piece in the home will be done when the customer’s new merchandise is delivered If the customer wishes to accept the offer for exchange or reselection, they can reply that they accept, then go back to the store to choose the new merchandise Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3"> Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I am not able to locate any purchase that matches Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> We are sincerely sorry for the errors that caused a delay in the customer receiving their refund We do show that these were rectified and the refund was released to the customer on The customer should have this in their possession currently We are very sorry that this experience was not what we would have wanted for any customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different bed we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the bed We will expect to remove the current bed the customer has in the home before or on the same day the newly selected item is deliveredAs an additional courtesy we will provide the customer with a store credit for the full amount originally paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost of delivery removing and disposing of the current bed Kindest Regards, Tracy [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , face="Calibri">We apologize that you are experiencing any dissatisfaction with the pillows you’ve purchased from usWe stand behind the quality choice and value these pillows offer for your every night restWe display opened pillows for testing purposes in all of our sleep zones and keep a stock of fresh head protectors available so that any customer can properly assess the pillow(s) prior to purchaseAnother important fact to consider is that a pillow with this many comfort layers (just like our mattresses) does take time to adjust to your unique body signatureGiven the appropriate break in period we remain fully confident that many customers will grow to love their new pillow and keep it for many years to come As a business an opened product that has been used in a manner as subjective as sleep qualifies as a total lossThis product cannot be resold to another individual, no matter how much use the original customer claims it has received, for several obvious reasons In an extreme effort to address your individual needs and because Bobs Discount Furniture cares so much for our customers we will approve your requested settlement as soon as the pillows have been returned to our retail locationAlthough these pillows will need to be disposed of it is reasonable to expect that they be returned to our business given your request to void the original purchase agreement you entered into Should you no longer posses these pillows to return, or in the likely event you have developed a likeness to your pillow(s) in the time that has elapsed ,we are still willing to offer you a Bobs Discount Furniture Store Credit for the amount paid towards these pillows Please respond to us via this Revdex.com channel you have established with how you would like to proceed and I will set up the necessary paperwork for the route you’d like to take Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, 16px;"> I am very sorry that [redacted] table concern has not been completely satisfied by usI completely understand her frustrations as our records do indicate that [redacted] has end table and cocktail table with ‘crooked’ metal basesDue to the bases of this merchandise being made of metal this damage is not repairable and we absolutely should have followed up with [redacted] to schedule a replacement delivery for the defective tablesThis is very much our mistake and we do take ownership and responsibility for our error and wish to make it right by our customer In ***’s complaint she cites that “and no on has called nor returned my call”I have completed extensive research with my Work Force Management Department and they have informed me that our incoming lines into our Customer Care office do not offer our customers the option to leave us a message for a return callWe do send out automated survey calls to some of our customer’s after they have received a delivery, is this what [redacted] is referring to when she states that we haven’t been returning her calls? I have created the paperwork for ***’s even exchange and ask that she call us at her earliest convenience (###-###-#### –Open Monday-Saturday – 6:30a -8:00p) to schedule a delivery date that works best for herWe will remove the defective tables from her home and deliver factory fresh models to ***While it is not procedure to do so I recognize that we have failed [redacted] and I have noted her account that once she is fully satisfied with her merchandise we can discuss what offers we have for compensation as a further form of our apologies Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
After contacting the Revdex.com Bob's somehow began responding to me and tried to assistThank you so muchYes, I will accept the gift card for the delay in my product shipment Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob'sPsthe door for the base of the table was crackedThe delivery guy said he reported it and will send back a replacementI do hope that is true Thank you once again 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]
Good Afternoon Revdex.com, size="3">Please pass on our apologies to our customer, we care very much for all of our customers and seek to resolve any merchandise concern(s) in a manner that is fair and adequate with respect to warranty coveragePlease note that the merchandise cost for this set totals at $1,(including ottoman) per the customer’s original invoice Please see the attached pictures (Pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show several spots of in home damage present on this sectionalWe do apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our controlBobs Discount Furniture offers direct coverage against manufacturing defects under the protection plan and these markings (that are away from the seams) do not stem from any defect in the workmanship of this product The photos also depict that the toss pillows (accent pieces that we include with this set) have areas where the seams are coming apart or the material is frayingThe customers account reflects that we spoke with the customer and set up a part order for three new toss pillows in order to rectify this concern As a business we have directly resolved the manufacturing concerns with the toss pillows, we are unable to offer direct coverage for customer caused/accidental occurrences of damage Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThere is a vast amount of public knowledge available that discloses the fact that with any foam mattress a concern of mold is related directly to the product’s environment Mold is a fungus found in areas that are mostly dark and moist with very little sunlight and little to no air ventilation Fibers and foams like those found in mattresses can be common places that support mold growthIf our customer is wondering how, why there is moisture within or under this mattress the simple answer is that the came from the sleeping person’s body Everyone sweats in their sleep, some, more than othersHaving been a salesperson for Bobs before, I have spoken to several customers who say they can sweat up to a pint or more during the course of an eveningWhen given this information from my customer I would usually lead them to either a more traditional innerspring mattress or a latex mattressThrough out the course of a night the body temperature rises and the human body perspires in order to cool it back downDuring this process the body gets rid of a great deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed protector the mattress acts like a sponge and absorbs the moisturePlease note: this customer’s original sales order shows no purchase of a waterproof bed protector from Bobs Discount Furniture This issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any productA retailer cannot be responsible to advise every consumer how the specific merchandise they have chosen to purchase will react within their specific home environment because the sales person is not actually going into that specific environment and inspecting it while selling a product These products are not defective and our business has not failed our customer, we are unable to take on full ownership or responsibility for a concern of this natureAs a one time extreme courtesy we have uploaded a Bobs Discount Furniture Store Credit (for the price originally paid on this product –Bedding only-) to this customer’s accountWe are unable to take the moldy mattresses from the home however the customer can use this Bobs Discount Furniture Store Credit towards the purchase of new beddingWe highly recommended that this consumer does not select another memory foam mattress as the original has not reacted well in this environmentShould the customer decide to maintain memory foam mattresses in their home and this same concern arises we will be unable to offer any recourse as this is not the result of a defect in the product itself The customer can access their store credit of $798.00, under this credit number: [redacted] , within any of our Bobs Discount Furniture Showroom locations Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] We are sincerely sorry that the sleeper ottoman was delivered damaged twice The notes from the agent reflect that you were looking to reselect to something different If that does not reflect your wishes we are very sorryWe show that we have already removed the ottoman from the home so we will grant your request for refundWe can refund the cost of the ottoman and the Goof Proof protection plan and the taxes, we are unable to refund the delivery fee I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] *** Once the credit card number is entered into the transactions the refund(s) should process back to you within 5-business days If you no longer have this card in your possession please visit the closet store to you with the new credit card and photo ID for security purposes Anytime after 10am and before 9pm Dial ###-###-#### Press the number one (1) on your keypad when you hear Bobs voice When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] At that point they will take the credit card information from schedule the pick up complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Our records from this sofa purchase show no indication of any claim made directly to us for a concern of tearingIn fact we show no conversations at all with this customer since their delivery day of 09/15/ The paperwork we provide at the time of sale indicates that our business (Bobs Discount Furniture) covers occurrences of manufacturing defects – I.E – a tear that occurs on the seam work of the merchandiseThe paperwork provided goes on to explain that the [redacted] company provides coverage against covered accidental occurrences of tearing within their very own terms and conditions The protection plans we sell are far from a scam however I don’t believe the customer is referencing the appropriate business within their complaintShould the customer wish to elaborate on their concern further we welcome it however at this time I believe their dispute is with a claim they made thru [redacted] and not Bobs Discount Furniture Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am sorry to learn that you are having difficulty using the valuable Goof Proof Plus Protection Plan you purchased through Bobs Discount FurniturePlease disclose what type of one time accidental occurrence caused these scratches to the table and I will be more than happy to seek further recourse on your behalf through the [redacted] companyI apologize to you again for any frustration this portion of your protection plan has caused you and look forward to your response so that I can help you pursue this matter further Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We don't blame our customer for being upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies to our customerI know and acknowledge how unpleasant the initial delivery experience must have been for our customer and while I know this is their Bobs experience I assure our customer that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase The customer’s comments regarding the service received by the delivery team are very important to usWe want customers to love shopping with Bobs, so a report of a disturbing experience with any delivery team is a serious concern for usOur customers deserve only the best service and we have begun addressing the obvious coaching concerns the customer has brought to our attention and will take the appropriate actions In terms of our Customer Care team seeking to make the delivery failure right, our records indicate that the customer has been placed on a special request expedited add on for delivery on (this Saturday)We did explain that we would make a special request for this expedited delivery to the customer when we last spoke on We have made a valid effort as a business to correct this mistake and apologize again to our customer for the footboard not arriving to their home as we intended it to 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 us We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted]
Good Afternoon Revdex.com- This issue came to our attention through our corporate office, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
From beginning to end this is one of the best buying experiences I have ever hadI visited the store in [redacted] last weekA salesman, Edwardo, greeted meI told him I just wanted to look around at dining setsHe directed me to where they were located and then left me alone as requestedI returned three days later to make my purchase, asked for Edwardo, and he completed the transaction flawlesslyMy delivery was set up for the following WednesdayOn Monday I received a call letting me know that my order would be delivered between am and pm on WednesdayOn Tuesday I checked online to see if we were still on scheduleWe wereOn Wednesday morning I received a call telling me that my delivery was on the way and would be there between 11:and 12:At twelve noon the truck showed up with three delivery menThey were professionally dressed in uniforms and very politeThey went to work immediately assembling everythingWithin minutes they were doneThe furniture is gorgeous, the delivery men set it up and cleaned up everythingI couldn't be more pleasedWhat a great experienceThis is my go to place for all my furnishings in the futureVery high quality, outstanding service and great communicationGood job Bob
Complaint: [redacted] I am rejecting this response because: It does not satisfy my displeasureI will wait for replacement and if that is again faulty I will request further action at that time Sincerely, [redacted]
Good Afternoon Revdex.com, I reached out to *** by phone today (6.05.2014) and provided her with my direct phone number for follow upAt this time we are scheduled to deliver to [redacted] tomorrow (6.06.2014) and service her merchandise on I have made [redacted] aware that we can discuss compensation upon conclusion of her service as we want to ensure our customer is completely satisfied prior to discussing the compensation we are able to offerWhile it is not our procedure to do so, I realize that we have failed our customer and caused many unnecessary inconveniences and for this reason we are able to work above and beyond our policies and offer compensation in the form of a monetary refundI have apologized to [redacted] and explained that regretfully we are unable to compensate for an individual’s specific time and can make offers based off the money she has paid to us for her sales order We are also willing to approve ***’s request to remove the furniture for refund as she has depicted in the ‘desired settlement’ section of this claimWe would most certainly prefer to keep our customer’s valued business however Bob’s is a company that puts our customer first and we feel terrible that [redacted] has had to endure this much stress as a result of our letdowns Thank you for providing us with an opportunity to make it right Revdex.com, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the concern listed on this complaint We absolutely believe it is unacceptable that this has been going on for over two months We feel at this point we may have to take over the claim Can the customer please forward to the Revdex.com a photo of the damaged door and a copy of the estimate? Once we have received those we will reach out to the customer directly with a resolution Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Hi ***, face="Calibri">I apologize that you feel so disappointed by our business and for the product defect you experienced with your mattress In regards to the additional delivery fee you paid to have a comfort reselection completed in 2011, this information would have been present on your original sales invoice under our mattress satisfaction policyThis document is commonly signed by the customer prior to leaving our retail locationAs our delivery fee’s are always charged separate from the cost of merchandise we do maintain that it is a fair and adequate charge given the facts that this mattress was being sent back (and couldn’t be resold by our business) for a preference issue and we must pay out to have the new delivery take place I can certainly understand your frustration after our delivery team insisted that your merchandise would not fit and as you allege, you were able to get a similar set in with no issuesWhile I am glad that you ended up saving some additional money on your new set I am so sorry that we lost your business on this sale and inconvenienced you at allIt was surely never our intention to disappoint you and we must trust the judgment of our delivery team when it comes to the size and fit of merchandise into a homeIn complete honesty it does not benefit a team not to deliver merchandise they have on their runThe majority of trucking companies compensate by completed stops onlyThe delivery team is also responsible to maintain that merchandise for the rest of their day (keeping it free from damage), off load it from their box truck, and reload to a returns trailer before they are even allowed to go homeIn many cases the team isn’t getting back to their trucking company until well beyond hours on the roadAnother factor to consider is that a delivery team is personally monetarily responsible for any damage they cause to a residence and/or merchandise during transit and placementFor these reasons and more I assure our team’s do not routinely state that furniture won’t fit properly if there is a chance it will make it into the home safe and sound as expected Again I apologize that you had any defect concern with the original mattress you purchased from us and as a business we followed through on honoring that defect concern with an adequate resolutionThis is the owed responsibility of any retailer under warrantied defect circumstancesPer my research the prices in mattresses did not change with the upgrade of the gel layerI show both inventory articles being priced at $1,when sold on their ownYou initially received a discount by buying the sleep set (Mattress and Foundation) together and paid a cost of $1,for the mattressI can see if an error occurred on the sales person’s part in initially charging you the retail price of the mattress (as that’s how it would auto populate in our computer system) and offering you the new bed protector Our records indicate, as you have, that we were able to correct this sales error prior to you leaving the store on Our records further indicate this coaching concern has been addressed with/at our retail levelI do feel it pertinent to educate you that it is always a benefit to purchase a new bed protector with a new mattress, especially since our protectors have been upgraded to full encasement style since and it renews the year warranty that comes from the protector companyHaving purchased multiple new mattresses myself in the past few years I have always seen it pertinent to buy a new protector when I buy the new mattressViewing this scenario strictly from a general consumer’s point of view I can certainly emphasize with your desire to continue using your original protector If you were provided with paperwork at the time of sale indicating that your assigned delivery date was it is very odd that the delivery, for any reason would have been moved to a later date without customer notification or requestA member of our personnel would have had to physically change this date inside your order or a system glitch (I am not aware of happening ever before) would have had to occurWe will continue to research this anomaly with our tech group to determine the exact causeAs of now we have corrected the concern to you and your mattress delivery is scheduled to take place on as originally agreed upon Bob’s prides itself on providing you quality service and the best value product for the priceOur primary focus is on making it right so that you are satisfied with the product that you have purchased from usWe currently have the delivery scheduled for to resolve your concern While it is not procedure to do so, I recognize that we have caused you a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review your account to determine if further action should to be takenRegretfully we are unable to offer a further discount off of merchandise that will exist in your possession in good condition Our delivery team is expected to call in your stop to our Customer Care group prior to leaving your home tomorrow so at this time if you still remain unsatisfied, we can perform the review and determine if a further form of apology will be offered to you Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
DC Complaint: [redacted] they gave me a store credit for the price of my old furniture and I went and got new furniture, now my new couch that isn't even a month old has just broke, the whole middle of the couch has caved in and the middle of the couch is sitting on the floor, I contacted them about getting a refund because the quality of their furniture is just no good, they are going to replace the couch but I do not want it, I want my money backI feel that they just sell garbage and I told them I don't want the new couch, that I just want a refund and they refuseI am hoping you can help me since this is going to be the 3rd replacement from them and they just break and its not fair to me at all, I want my money back so I can go buy furniture that will last me and not fall apart in less than a month Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Bob’s does not manufacture merchandise; we are at the mercy of our vendors We did request the parts be sent to the customer, we were given a date we should expect the parts The manufacturer did not fulfill the order We are very sorry that we were not able to get the parts out to you on a timely manner I am confused however It appears the customer had a conversation with one of my colleagues Elizabeth on September They agreed to give it one more week, and if the parts did not arrive, Bob’s would offer either an exchange or a reselection, so the customer could get a replacement We will absolutely honor that offer There is a reselection credit in the system for the cost of the sofa, the goof proof plan and the tax We will waive any new delivery fee The pick up of the piece in the home will be done when the customer’s new merchandise is delivered If the customer wishes to accept the offer for exchange or reselection, they can reply that they accept, then go back to the store to choose the new merchandise Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3"> Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I am not able to locate any purchase that matches Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> We are sincerely sorry for the errors that caused a delay in the customer receiving their refund We do show that these were rectified and the refund was released to the customer on The customer should have this in their possession currently We are very sorry that this experience was not what we would have wanted for any customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different bed we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the bed We will expect to remove the current bed the customer has in the home before or on the same day the newly selected item is deliveredAs an additional courtesy we will provide the customer with a store credit for the full amount originally paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost of delivery removing and disposing of the current bed Kindest Regards, Tracy [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , face="Calibri">We apologize that you are experiencing any dissatisfaction with the pillows you’ve purchased from usWe stand behind the quality choice and value these pillows offer for your every night restWe display opened pillows for testing purposes in all of our sleep zones and keep a stock of fresh head protectors available so that any customer can properly assess the pillow(s) prior to purchaseAnother important fact to consider is that a pillow with this many comfort layers (just like our mattresses) does take time to adjust to your unique body signatureGiven the appropriate break in period we remain fully confident that many customers will grow to love their new pillow and keep it for many years to come As a business an opened product that has been used in a manner as subjective as sleep qualifies as a total lossThis product cannot be resold to another individual, no matter how much use the original customer claims it has received, for several obvious reasons In an extreme effort to address your individual needs and because Bobs Discount Furniture cares so much for our customers we will approve your requested settlement as soon as the pillows have been returned to our retail locationAlthough these pillows will need to be disposed of it is reasonable to expect that they be returned to our business given your request to void the original purchase agreement you entered into Should you no longer posses these pillows to return, or in the likely event you have developed a likeness to your pillow(s) in the time that has elapsed ,we are still willing to offer you a Bobs Discount Furniture Store Credit for the amount paid towards these pillows Please respond to us via this Revdex.com channel you have established with how you would like to proceed and I will set up the necessary paperwork for the route you’d like to take Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, 16px;"> I am very sorry that [redacted] table concern has not been completely satisfied by usI completely understand her frustrations as our records do indicate that [redacted] has end table and cocktail table with ‘crooked’ metal basesDue to the bases of this merchandise being made of metal this damage is not repairable and we absolutely should have followed up with [redacted] to schedule a replacement delivery for the defective tablesThis is very much our mistake and we do take ownership and responsibility for our error and wish to make it right by our customer In ***’s complaint she cites that “and no on has called nor returned my call”I have completed extensive research with my Work Force Management Department and they have informed me that our incoming lines into our Customer Care office do not offer our customers the option to leave us a message for a return callWe do send out automated survey calls to some of our customer’s after they have received a delivery, is this what [redacted] is referring to when she states that we haven’t been returning her calls? I have created the paperwork for ***’s even exchange and ask that she call us at her earliest convenience (###-###-#### –Open Monday-Saturday – 6:30a -8:00p) to schedule a delivery date that works best for herWe will remove the defective tables from her home and deliver factory fresh models to ***While it is not procedure to do so I recognize that we have failed [redacted] and I have noted her account that once she is fully satisfied with her merchandise we can discuss what offers we have for compensation as a further form of our apologies Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
After contacting the Revdex.com Bob's somehow began responding to me and tried to assistThank you so muchYes, I will accept the gift card for the delay in my product shipment Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob'sPsthe door for the base of the table was crackedThe delivery guy said he reported it and will send back a replacementI do hope that is true Thank you once again 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]
Good Afternoon Revdex.com, size="3">Please pass on our apologies to our customer, we care very much for all of our customers and seek to resolve any merchandise concern(s) in a manner that is fair and adequate with respect to warranty coveragePlease note that the merchandise cost for this set totals at $1,(including ottoman) per the customer’s original invoice Please see the attached pictures (Pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show several spots of in home damage present on this sectionalWe do apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our controlBobs Discount Furniture offers direct coverage against manufacturing defects under the protection plan and these markings (that are away from the seams) do not stem from any defect in the workmanship of this product The photos also depict that the toss pillows (accent pieces that we include with this set) have areas where the seams are coming apart or the material is frayingThe customers account reflects that we spoke with the customer and set up a part order for three new toss pillows in order to rectify this concern As a business we have directly resolved the manufacturing concerns with the toss pillows, we are unable to offer direct coverage for customer caused/accidental occurrences of damage Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, size="3"> Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThere is a vast amount of public knowledge available that discloses the fact that with any foam mattress a concern of mold is related directly to the product’s environment Mold is a fungus found in areas that are mostly dark and moist with very little sunlight and little to no air ventilation Fibers and foams like those found in mattresses can be common places that support mold growthIf our customer is wondering how, why there is moisture within or under this mattress the simple answer is that the came from the sleeping person’s body Everyone sweats in their sleep, some, more than othersHaving been a salesperson for Bobs before, I have spoken to several customers who say they can sweat up to a pint or more during the course of an eveningWhen given this information from my customer I would usually lead them to either a more traditional innerspring mattress or a latex mattressThrough out the course of a night the body temperature rises and the human body perspires in order to cool it back downDuring this process the body gets rid of a great deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed protector the mattress acts like a sponge and absorbs the moisturePlease note: this customer’s original sales order shows no purchase of a waterproof bed protector from Bobs Discount Furniture This issue is also not directly related to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any productA retailer cannot be responsible to advise every consumer how the specific merchandise they have chosen to purchase will react within their specific home environment because the sales person is not actually going into that specific environment and inspecting it while selling a product These products are not defective and our business has not failed our customer, we are unable to take on full ownership or responsibility for a concern of this natureAs a one time extreme courtesy we have uploaded a Bobs Discount Furniture Store Credit (for the price originally paid on this product –Bedding only-) to this customer’s accountWe are unable to take the moldy mattresses from the home however the customer can use this Bobs Discount Furniture Store Credit towards the purchase of new beddingWe highly recommended that this consumer does not select another memory foam mattress as the original has not reacted well in this environmentShould the customer decide to maintain memory foam mattresses in their home and this same concern arises we will be unable to offer any recourse as this is not the result of a defect in the product itself The customer can access their store credit of $798.00, under this credit number: [redacted] , within any of our Bobs Discount Furniture Showroom locations Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] We are sincerely sorry that the sleeper ottoman was delivered damaged twice The notes from the agent reflect that you were looking to reselect to something different If that does not reflect your wishes we are very sorryWe show that we have already removed the ottoman from the home so we will grant your request for refundWe can refund the cost of the ottoman and the Goof Proof protection plan and the taxes, we are unable to refund the delivery fee I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] *** Once the credit card number is entered into the transactions the refund(s) should process back to you within 5-business days If you no longer have this card in your possession please visit the closet store to you with the new credit card and photo ID for security purposes Anytime after 10am and before 9pm Dial ###-###-#### Press the number one (1) on your keypad when you hear Bobs voice When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] At that point they will take the credit card information from schedule the pick up complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Our records from this sofa purchase show no indication of any claim made directly to us for a concern of tearingIn fact we show no conversations at all with this customer since their delivery day of 09/15/ The paperwork we provide at the time of sale indicates that our business (Bobs Discount Furniture) covers occurrences of manufacturing defects – I.E – a tear that occurs on the seam work of the merchandiseThe paperwork provided goes on to explain that the [redacted] company provides coverage against covered accidental occurrences of tearing within their very own terms and conditions The protection plans we sell are far from a scam however I don’t believe the customer is referencing the appropriate business within their complaintShould the customer wish to elaborate on their concern further we welcome it however at this time I believe their dispute is with a claim they made thru [redacted] and not Bobs Discount Furniture Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am sorry to learn that you are having difficulty using the valuable Goof Proof Plus Protection Plan you purchased through Bobs Discount FurniturePlease disclose what type of one time accidental occurrence caused these scratches to the table and I will be more than happy to seek further recourse on your behalf through the [redacted] companyI apologize to you again for any frustration this portion of your protection plan has caused you and look forward to your response so that I can help you pursue this matter further Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We don't blame our customer for being upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies to our customerI know and acknowledge how unpleasant the initial delivery experience must have been for our customer and while I know this is their Bobs experience I assure our customer that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase The customer’s comments regarding the service received by the delivery team are very important to usWe want customers to love shopping with Bobs, so a report of a disturbing experience with any delivery team is a serious concern for usOur customers deserve only the best service and we have begun addressing the obvious coaching concerns the customer has brought to our attention and will take the appropriate actions In terms of our Customer Care team seeking to make the delivery failure right, our records indicate that the customer has been placed on a special request expedited add on for delivery on (this Saturday)We did explain that we would make a special request for this expedited delivery to the customer when we last spoke on We have made a valid effort as a business to correct this mistake and apologize again to our customer for the footboard not arriving to their home as we intended it to 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 us We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted]
Good Afternoon Revdex.com- This issue came to our attention through our corporate office, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture