Good Afternoon Revdex.com- We are very sorry for the frustration that we caused this customer The LAF sofa in the home only has one available leg part to order Either the incorrect part was sent by the vendor or the piece with the damaged leg is not the sofa part of the sectional Either way, we are very sorry for the delay As the set in the home is no longer under manufacturing warranty we would not be able to offer any other resolution on the piece We have reordered the leg I will also reach out to the parts department to ensure the correct part is shipped Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning again ***, I understand your apprehension about accepting a part that may not correct your issueI was only seeking to be completely honest with you and express our minor trepidationThe part that we located within our warehouse is not of a used originOur stock quantity of this particular part is not of a high number because we do not continually experience the same issues with this productThe sectional you purchased is one of our top sellers and if we were continually met with issues we would most likely seek to discontinue this item and we are actually in the process of adding an additional power model of this same furniture family to our sales lineup I’m so sorry that you feel you haven’t been provided good customer care and I am genuinely very sorry you have experienced this concern twice – to your valid point of needing a replacement before and that replacement failing you we are confident that a new replacement part along with a quality installation will finally resolve your concernA large part of ensuring good customer care is providing your customer with options that will help them and not cause potential future concerns or aggravations We will continue to work on your behalf to seek this part order before its current estimated arrival date and if there is any change to its status you will receive it sooner than expectedI am so sorry again [redacted] and I look forward to being able to satisfy you when the replacement part arrives Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usNormally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be one of the largest furniture retailers in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -Or- Option #2: We will process a Bobs Discount Furniture Gift Card for ½ the amount of the delivery fee paid and refund the remaining ½ to the customer’s original method of payment -Or- Option #3: We will process a refund to the customer’s original method of payment in the full amount of the delivery fee paid ($129.99) We look forward to hearing back from our customer and we apologize again for the time that this concern has taken away from her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> I spoke with Elizabeth today and apologized for the lack of care she has experienced while working with us to get her concern resolved We are scheduled to bring out six (6) new side chairs on to resolve this concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries 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, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the left side of the page via page number three (3) of the terms and conditions • Repairs necessitated by intentional physical damage, acts of nature, fire, burglary, theft, vandalism, collision, spilled liquids (unless specifically stated), corrosion, animal and insect infestation (including pet damage of any kind other than pet bodily fluids that may be covered or specifically stated under the Plan), misuse, neglect, mishandling and abuse Again as the additional coverage this customer elected to purchase at the time of sale is not honored directly through Bobs Discount Furniture, our company has no bearing on another company’s choice to approve or deny coverage under their own guidelinesAs we haven’t viewed photographic evidence of the damage it isn’t appropriate for our company to speculate further as to why the [redacted] company considers the claim for nail polish to be intentional, preventable or an act of neglect We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary and applicable At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the nail polish damageRegretfully if this inspection indicates stains that could be determined preventable under [redacted] ’s terms and conditions we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Bought a cabinet in July Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours Day has ended and nobody for the special department has called I will never buy anything from them again
Good Afternoon Revdex.com- In an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for exchange 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) schedule the exchange Please give our agent your ACCEPTNOW code [redacted] to easily reference exchange to schedule 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 Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Mror Mrs [redacted] ***, face="Times New Roman" size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather set I assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products including the comprehensive protection plan we offerIn the protection plan you purchased and coverage your merchandise maintains is honored and managed by a company called GuardianThis information was disclosed on documentations provided to you at the time of sale, Guardian is an excellent company who is also Revdex.com accreditedWhile we are partnered with this company to offer this plan we are unable to force them into honoring any individual’s claim for damage Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for nearly four years and in that nearly four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries 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 approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions (Guardian provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and either dispute the claim with Guardian on their behalf or make the customer a one time only courtesy offer for resolution should we feel necessaryFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered and that accumulation of several damages is not coveredIt is reasonable for any furniture protection plan to expect that the merchandise is in overall good condition prior to an incident being reported under this plan To move forward please advise the customer that we require a minimum of three (3) pictures (in color) for the sofaI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I have researched this account and reviewed the claim/photos of these items as submitted to [redacted] Please pass on our apologies to the customer for the disappointment she has experienced with the [redacted] companyAs we are a separate organization all together I have reached out to our customer via telephone today (9.25.2015) and left her a message with my direct phone number for contact back (###-###-####)I would like to discuss the option we have available for resolution directly with our customer and look forward to speaking with her when she able to return my call Thank You, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer, our records indicate that we have sincerely worked to the best of our ability to provide the customer with the most updated information we have and remain just as disappointed as our customer is that this special order hasn’t become physically available to us to deliver While I can understand the customer’s observation of fairness in their request for compensation we are regretfully unable to provide the customer with the Goof Proof Plus Protection at no costThe services this plan offers for five years are not solely managed by Bobs Discount Furniture and the plan offers coverage for five years of services that have not failed the customer as they haven’t had a chance to even be renderedIn reference to the delivery fee being refunded this can also be considered a service paid for that has not failed the customer however the customer’s account shows notations indicating that our retail location already approved (already working well above our policies) waiving the delivery fee ($169.99) for this customer on As the customer has indicated we process any compensations after the completion of the order has occurred We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the items the customer initially purchased with the understanding that the tentative stock date remains beyond our direct control, we have communicated the most updated information we have available and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3"> Good Afternoon Revdex.com, Please pass on our sincerest apologies for the confusion our customer has experienced from usOur outlet inventory listed on line is an entirely different level of inventory/operating system then the merchandise we have to offer via our show rooms The only order I can see within this customer’s account for a rug from the order that had been previously canceledIf the new rug the customer is referring to is also online outlet merchandise (like their first rug) then the order must be made thru our website by the consumerWe are not permitted to make phone orders for this type of merchandise as there are inventory counters attached to the merchandise that update themselves when a new order is issued thru the websiteI apologize to our customer that due to our literal system restraints we were unable to process them a new order for another rug from our online outlet store At this time I can convey that we have already arranged to have the $store credit re –issued on a Bobs Gift Card number (we had to make an entirely new gift card for this concern which can take anywhere from 7-days for any customer) that will arrive to our customer’s email address [redacted] –looks different from the one given to Revdex.com) within the following 48-business hours As a form of compensation for this inconvenience we will agree to refund any delivery fee paid towards a completed order specifically & only for the cost of a rug after that delivery has successfully taken place
Good Afternoon Revdex.com- 10pt;">We are very sorry for the issues this customer has experienced with using the [redacted] protection plan they purchasedWe would never want our employees telling a customer to give a falsified report We will absolutely refund this customer for the [redacted] they purchased last year I have created the paperwork and the check will be mailed to the address on this complaint The total amount on the check will be $ Please allow 5-days for United States Postal Service delivery We are very sorry if this customer feels that they were misled or misinformed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the Acceptance Now Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way Our records show that the furniture purchased was delivered in October and we haven’t been made aware of any damages to the furniture or defect concerns since delivery We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are very sorry that we were not able to complete the delivery and set up for this customer That is not the experience we would want any of our customer’s to have We have checked on the refund, it has been processed correctly and released to the customer’s Visa card We are sorry we lost this customer’s trust Kind Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
face="Calibri">Good Morning Revdex.com, Our records show no indication of any “debit” made by us to this customer’s financing accountCan you please ask the customer to submit the documentation they have referenced to the Revdex.com showing that our company debited their financing account after the credit we sent back on 1.07.2016? At this time I have located the commentary from our agent that the customer also referenced in their posting and it leads me to believe that the customer is experiencing confusion based on how Wells Fargo sets up their billing statementPlease see below as the agent illustrates communicating that the original charge is probably still listed along with the credit we sent back: 1-29-944a - spw cust [redacted] states he is looking at his statement online for WF and there is a charge for the del fee after the credit was submittedasked cust to look at the rest of the charges to see if there was another del fee chargedhe does not see another oneadvised this may be to offset the credit to show that this was charged to him and the credit to offset that del feecust will wait till everything is delivered to confirm that all amounts are correct [redacted] Above Comments Added By [redacted] On 01/29/at 09: We are happy to research this further once we are provided evidence from the customer, as of now we show only the credit we sent back and dispute that we made any additional debit to this person’s [redacted]
Good Morning Revdex.com, We apologize that our customer’s property was damaged at all during the delivery process Following our successful procedures for claims of this nature, we sent the customer’s claim directly to the trucking company accused of the damages for response/resolution I have reached out to this third party provider today and received the following response in reference to status of this claim: “Per: [redacted] [redacted] ”: “The claim is in the process of closing outThe customer should be getting a check in the mail for the damagesHe has not submitted any estimate or photos although we had askedHe has only advised he will take $to settle, which we agreed to” At this time we stand behind the information our partner has indicated and believe the claim is being addressed with out customer as it should be Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, As of we have reached out to this customer by providing monetary compensation for the aggravation and the failures we caused during her scheduled deliveryAs of today (2.26.2014) our records reflect that we have processed this compensation to a credit card this customer provided us Her account also reflects that the merchandise purchased has been delivered Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I have personally contacted [redacted] today (7.21.2015) and sincerely apologized for the mistake in our advertising as well as the lack of care he received at our store level when initially reporting this to usWe are very embarrassed about this error and I have thanked [redacted] for bringing this to our direct attention We have pulled the current sales floor line up sheets from all of our retail locations and begun making the necessary corrections to our communicationsWe have made this error right by refunding our customer a fair percentage off the purchase price paid for this particular model loveseatAs discussed with our customer, the active warranty protection will remain active for its original five year term We expect our customer to receive the refund check in no more than business days and the customer has been provided with my direct telephone number should any follow up to this concern be needed Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies to the customer for any inconveniences they have experienced with their productAs the customer has selected to use your mediation services and their account is certainly complex I have provided a breakdown of what our records currently indicate (below) to startI am unable to reasonably determine how the item hasn’t been able to be used for two years as a failure from our business and I am unable to locate anywhere near deliveries of the new sectional I see the initial date of delivery for the first sectional and recliner to be The first concern was reported on (nearly a year after the delivery) and serviced on The main concern at that time was with (1) of the (5) items delivered to the customer; a cracked footrest on an arm less recliner to be specific The same day of that one and only service call we determined the defective item was no longer available for sale so the customer was offered a re selection credit, not only on the entire sectional but also on the matching power recliner chair that had no concerns and had been in the home and in use for nearly a year During the re-selection the customer elected to select an item and have it special ordered in a special color (this means not a stock item that is readily available to deliver)The wait time on this special order color looks to be around weeks (months) as it comes from and overseas vendor and is literally built just for this one customer from start to finish Please note the original merchandise remained in the home during this wait time and I assume continued to be used The initial delivery date of this new special order sectional was and it was at that time that the customer relayed to us that the order hadn’t come as they anticipatedI cannot and will not pretend to know what transpired at the time of sale in February of however the customer asserted to us that the sales person was instructed to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units On the account shows an arrangement to have only (1) arm less chair switched for (1) arm less power reclinerIn all reality if the customer was charged for the special order sectional to have arm less chairs – non reclining units and then wanted the sectional to actually have reclining units instead there is an obvious retail up charge associated with the difference in the productBased off the information the customer has communicated and the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full coverage re selection on (1) of the (2) arm less chairs Please keep in mind this is still a special order color so the merchandise (Arm less Power Recliner) needed to be built from start to finish and shipped to the customer on an overseas container againThe customer accepted the special order sectional as delivered on and again had use of furniture while the replacement special order item was on order from the manufacturer The next delivery date I located reflects and on this day our records show that the customer communicated they were expecting (2) new chairs and not just (1)We certainly take responsibility for the customer care agent speaking with this customer not communicating the appropriate information as it appears that our customer care agent neglected to review the paperwork and explain to the customer that we had only ever ordered them (1) replacement chair – not (2) The next delivery attempt (Attempt #on the new sofa) was incorrectly scheduled for 12.02.2015; again this is certainly our error for several reasons including the fact that it clearly takes around weeks to get this color from the vendor (note the previous two attempts)Due to the lack of attention we provided this call on the delivery attempt on failed our customer Currently the account shows that we have (1) special order color arm less power recliner on request from the manufacturer for this customer and regretfully yes there is a wait time associated with this item as there was with the other items specially ordered by the customerAs the retailer in this scenario we have no control over this wait time and apologize that it existsThe account reflects that the customer hasn’t had to pay any additional fees for the upgrade in merchandise and that in it self can and should be considered as compensation from our businessThe customer is essentially getting more than what they actually paid for at this time We do understand our customer’s frustrations and we apologize for the original miscommunication of arm less chair vsarm less recliner spiraling into more inconvenience due our agent’s negligence and do take responsibility for these concerns however as a business we currently have the appropriate resolution in place for this customer Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the frustration that we caused this customer The LAF sofa in the home only has one available leg part to order Either the incorrect part was sent by the vendor or the piece with the damaged leg is not the sofa part of the sectional Either way, we are very sorry for the delay As the set in the home is no longer under manufacturing warranty we would not be able to offer any other resolution on the piece We have reordered the leg I will also reach out to the parts department to ensure the correct part is shipped Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning again ***, I understand your apprehension about accepting a part that may not correct your issueI was only seeking to be completely honest with you and express our minor trepidationThe part that we located within our warehouse is not of a used originOur stock quantity of this particular part is not of a high number because we do not continually experience the same issues with this productThe sectional you purchased is one of our top sellers and if we were continually met with issues we would most likely seek to discontinue this item and we are actually in the process of adding an additional power model of this same furniture family to our sales lineup I’m so sorry that you feel you haven’t been provided good customer care and I am genuinely very sorry you have experienced this concern twice – to your valid point of needing a replacement before and that replacement failing you we are confident that a new replacement part along with a quality installation will finally resolve your concernA large part of ensuring good customer care is providing your customer with options that will help them and not cause potential future concerns or aggravations We will continue to work on your behalf to seek this part order before its current estimated arrival date and if there is any change to its status you will receive it sooner than expectedI am so sorry again [redacted] and I look forward to being able to satisfy you when the replacement part arrives Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usNormally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be one of the largest furniture retailers in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -Or- Option #2: We will process a Bobs Discount Furniture Gift Card for ½ the amount of the delivery fee paid and refund the remaining ½ to the customer’s original method of payment -Or- Option #3: We will process a refund to the customer’s original method of payment in the full amount of the delivery fee paid ($129.99) We look forward to hearing back from our customer and we apologize again for the time that this concern has taken away from her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> I spoke with Elizabeth today and apologized for the lack of care she has experienced while working with us to get her concern resolved We are scheduled to bring out six (6) new side chairs on to resolve this concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries 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, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached the terms and conditions ( [redacted] provides) for your reviewPlease see the below section on the left side of the page via page number three (3) of the terms and conditions • Repairs necessitated by intentional physical damage, acts of nature, fire, burglary, theft, vandalism, collision, spilled liquids (unless specifically stated), corrosion, animal and insect infestation (including pet damage of any kind other than pet bodily fluids that may be covered or specifically stated under the Plan), misuse, neglect, mishandling and abuse Again as the additional coverage this customer elected to purchase at the time of sale is not honored directly through Bobs Discount Furniture, our company has no bearing on another company’s choice to approve or deny coverage under their own guidelinesAs we haven’t viewed photographic evidence of the damage it isn’t appropriate for our company to speculate further as to why the [redacted] company considers the claim for nail polish to be intentional, preventable or an act of neglect We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary and applicable At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the nail polish damageRegretfully if this inspection indicates stains that could be determined preventable under [redacted] ’s terms and conditions we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of two (2) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Photos of the Sofa - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary -Photos of the Loveseat - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage marks at close range with a measurement confirmation (ruler or tape measure present) if there is more than mark on this item then more pictures may be necessary (Minimum of photos please) We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture [redacted]
Bought a cabinet in July Noticed sawdust on the cabinet and found a "Furniture Beetle" eating it's way out of the cabinet leg Bob's has accepted my complaint, but for 3-days they keep telling me someone from a special department will be calling within 24-hours Day has ended and nobody for the special department has called I will never buy anything from them again
Good Afternoon Revdex.com- In an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for exchange 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) schedule the exchange Please give our agent your ACCEPTNOW code [redacted] to easily reference exchange to schedule 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 Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Mror Mrs [redacted] ***, face="Times New Roman" size="3"> I am very sorry for the disappointment you are experiencing with your bonded leather set I assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products including the comprehensive protection plan we offerIn the protection plan you purchased and coverage your merchandise maintains is honored and managed by a company called GuardianThis information was disclosed on documentations provided to you at the time of sale, Guardian is an excellent company who is also Revdex.com accreditedWhile we are partnered with this company to offer this plan we are unable to force them into honoring any individual’s claim for damage Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for nearly four years and in that nearly four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries 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 approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions (Guardian provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and either dispute the claim with Guardian on their behalf or make the customer a one time only courtesy offer for resolution should we feel necessaryFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered and that accumulation of several damages is not coveredIt is reasonable for any furniture protection plan to expect that the merchandise is in overall good condition prior to an incident being reported under this plan To move forward please advise the customer that we require a minimum of three (3) pictures (in color) for the sofaI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I have researched this account and reviewed the claim/photos of these items as submitted to [redacted] Please pass on our apologies to the customer for the disappointment she has experienced with the [redacted] companyAs we are a separate organization all together I have reached out to our customer via telephone today (9.25.2015) and left her a message with my direct phone number for contact back (###-###-####)I would like to discuss the option we have available for resolution directly with our customer and look forward to speaking with her when she able to return my call Thank You, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer, our records indicate that we have sincerely worked to the best of our ability to provide the customer with the most updated information we have and remain just as disappointed as our customer is that this special order hasn’t become physically available to us to deliver While I can understand the customer’s observation of fairness in their request for compensation we are regretfully unable to provide the customer with the Goof Proof Plus Protection at no costThe services this plan offers for five years are not solely managed by Bobs Discount Furniture and the plan offers coverage for five years of services that have not failed the customer as they haven’t had a chance to even be renderedIn reference to the delivery fee being refunded this can also be considered a service paid for that has not failed the customer however the customer’s account shows notations indicating that our retail location already approved (already working well above our policies) waiving the delivery fee ($169.99) for this customer on As the customer has indicated we process any compensations after the completion of the order has occurred We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the items the customer initially purchased with the understanding that the tentative stock date remains beyond our direct control, we have communicated the most updated information we have available and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
size="3"> Good Afternoon Revdex.com, Please pass on our sincerest apologies for the confusion our customer has experienced from usOur outlet inventory listed on line is an entirely different level of inventory/operating system then the merchandise we have to offer via our show rooms The only order I can see within this customer’s account for a rug from the order that had been previously canceledIf the new rug the customer is referring to is also online outlet merchandise (like their first rug) then the order must be made thru our website by the consumerWe are not permitted to make phone orders for this type of merchandise as there are inventory counters attached to the merchandise that update themselves when a new order is issued thru the websiteI apologize to our customer that due to our literal system restraints we were unable to process them a new order for another rug from our online outlet store At this time I can convey that we have already arranged to have the $store credit re –issued on a Bobs Gift Card number (we had to make an entirely new gift card for this concern which can take anywhere from 7-days for any customer) that will arrive to our customer’s email address [redacted] –looks different from the one given to Revdex.com) within the following 48-business hours As a form of compensation for this inconvenience we will agree to refund any delivery fee paid towards a completed order specifically & only for the cost of a rug after that delivery has successfully taken place
Good Afternoon Revdex.com- 10pt;">We are very sorry for the issues this customer has experienced with using the [redacted] protection plan they purchasedWe would never want our employees telling a customer to give a falsified report We will absolutely refund this customer for the [redacted] they purchased last year I have created the paperwork and the check will be mailed to the address on this complaint The total amount on the check will be $ Please allow 5-days for United States Postal Service delivery We are very sorry if this customer feels that they were misled or misinformed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Times New Roman" size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the Acceptance Now Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way Our records show that the furniture purchased was delivered in October and we haven’t been made aware of any damages to the furniture or defect concerns since delivery We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are very sorry that we were not able to complete the delivery and set up for this customer That is not the experience we would want any of our customer’s to have We have checked on the refund, it has been processed correctly and released to the customer’s Visa card We are sorry we lost this customer’s trust Kind Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
face="Calibri">Good Morning Revdex.com, Our records show no indication of any “debit” made by us to this customer’s financing accountCan you please ask the customer to submit the documentation they have referenced to the Revdex.com showing that our company debited their financing account after the credit we sent back on 1.07.2016? At this time I have located the commentary from our agent that the customer also referenced in their posting and it leads me to believe that the customer is experiencing confusion based on how Wells Fargo sets up their billing statementPlease see below as the agent illustrates communicating that the original charge is probably still listed along with the credit we sent back: 1-29-944a - spw cust [redacted] states he is looking at his statement online for WF and there is a charge for the del fee after the credit was submittedasked cust to look at the rest of the charges to see if there was another del fee chargedhe does not see another oneadvised this may be to offset the credit to show that this was charged to him and the credit to offset that del feecust will wait till everything is delivered to confirm that all amounts are correct [redacted] Above Comments Added By [redacted] On 01/29/at 09: We are happy to research this further once we are provided evidence from the customer, as of now we show only the credit we sent back and dispute that we made any additional debit to this person’s [redacted]
Good Morning Revdex.com, We apologize that our customer’s property was damaged at all during the delivery process Following our successful procedures for claims of this nature, we sent the customer’s claim directly to the trucking company accused of the damages for response/resolution I have reached out to this third party provider today and received the following response in reference to status of this claim: “Per: [redacted] [redacted] ”: “The claim is in the process of closing outThe customer should be getting a check in the mail for the damagesHe has not submitted any estimate or photos although we had askedHe has only advised he will take $to settle, which we agreed to” At this time we stand behind the information our partner has indicated and believe the claim is being addressed with out customer as it should be Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, As of we have reached out to this customer by providing monetary compensation for the aggravation and the failures we caused during her scheduled deliveryAs of today (2.26.2014) our records reflect that we have processed this compensation to a credit card this customer provided us Her account also reflects that the merchandise purchased has been delivered Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri">I have personally contacted [redacted] today (7.21.2015) and sincerely apologized for the mistake in our advertising as well as the lack of care he received at our store level when initially reporting this to usWe are very embarrassed about this error and I have thanked [redacted] for bringing this to our direct attention We have pulled the current sales floor line up sheets from all of our retail locations and begun making the necessary corrections to our communicationsWe have made this error right by refunding our customer a fair percentage off the purchase price paid for this particular model loveseatAs discussed with our customer, the active warranty protection will remain active for its original five year term We expect our customer to receive the refund check in no more than business days and the customer has been provided with my direct telephone number should any follow up to this concern be needed Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies to the customer for any inconveniences they have experienced with their productAs the customer has selected to use your mediation services and their account is certainly complex I have provided a breakdown of what our records currently indicate (below) to startI am unable to reasonably determine how the item hasn’t been able to be used for two years as a failure from our business and I am unable to locate anywhere near deliveries of the new sectional I see the initial date of delivery for the first sectional and recliner to be The first concern was reported on (nearly a year after the delivery) and serviced on The main concern at that time was with (1) of the (5) items delivered to the customer; a cracked footrest on an arm less recliner to be specific The same day of that one and only service call we determined the defective item was no longer available for sale so the customer was offered a re selection credit, not only on the entire sectional but also on the matching power recliner chair that had no concerns and had been in the home and in use for nearly a year During the re-selection the customer elected to select an item and have it special ordered in a special color (this means not a stock item that is readily available to deliver)The wait time on this special order color looks to be around weeks (months) as it comes from and overseas vendor and is literally built just for this one customer from start to finish Please note the original merchandise remained in the home during this wait time and I assume continued to be used The initial delivery date of this new special order sectional was and it was at that time that the customer relayed to us that the order hadn’t come as they anticipatedI cannot and will not pretend to know what transpired at the time of sale in February of however the customer asserted to us that the sales person was instructed to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units On the account shows an arrangement to have only (1) arm less chair switched for (1) arm less power reclinerIn all reality if the customer was charged for the special order sectional to have arm less chairs – non reclining units and then wanted the sectional to actually have reclining units instead there is an obvious retail up charge associated with the difference in the productBased off the information the customer has communicated and the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full coverage re selection on (1) of the (2) arm less chairs Please keep in mind this is still a special order color so the merchandise (Arm less Power Recliner) needed to be built from start to finish and shipped to the customer on an overseas container againThe customer accepted the special order sectional as delivered on and again had use of furniture while the replacement special order item was on order from the manufacturer The next delivery date I located reflects and on this day our records show that the customer communicated they were expecting (2) new chairs and not just (1)We certainly take responsibility for the customer care agent speaking with this customer not communicating the appropriate information as it appears that our customer care agent neglected to review the paperwork and explain to the customer that we had only ever ordered them (1) replacement chair – not (2) The next delivery attempt (Attempt #on the new sofa) was incorrectly scheduled for 12.02.2015; again this is certainly our error for several reasons including the fact that it clearly takes around weeks to get this color from the vendor (note the previous two attempts)Due to the lack of attention we provided this call on the delivery attempt on failed our customer Currently the account shows that we have (1) special order color arm less power recliner on request from the manufacturer for this customer and regretfully yes there is a wait time associated with this item as there was with the other items specially ordered by the customerAs the retailer in this scenario we have no control over this wait time and apologize that it existsThe account reflects that the customer hasn’t had to pay any additional fees for the upgrade in merchandise and that in it self can and should be considered as compensation from our businessThe customer is essentially getting more than what they actually paid for at this time We do understand our customer’s frustrations and we apologize for the original miscommunication of arm less chair vsarm less recliner spiraling into more inconvenience due our agent’s negligence and do take responsibility for these concerns however as a business we currently have the appropriate resolution in place for this customer Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison