Good Morning Revdex.com, I am not certain when this complaint was originally sent to you however our records reflect that on our customer has received the resolution sought directly through Bobs Discount FurnitureI apologize that our customer was experiencing any difficulty in using the Goof Proof PlanWe absolutely honor the value of the products we sell and as an example of that our records indicate that this customer’s Goof Proof plan was used to cover the complete cost of replacing the product which is a cost far greater then the revenue collected from this plan We do not deny that there are other complaints regarding the Goof Proof coverage we sell but in all reality I answer these complaints and the majority of these concerns originate from consumers not fully educating themselves on what the protection they selected to purchase actually coversWe welcome any inquiries from our customer prior to them contacting the third party company that manages their protection plan so we may have the opportunity to fully educate them if they have not reviewed the terms and conditions of their planThe time of sale is meant to be an exciting time focused on our customer’s enthusiasm and needs Therefore, we do not expect our sales professionals to overwhelm our customers when offering additional productsWe provide a brief and informative description of our protection plan and it is always an optional buy Please advise me if our customer has any further concerns or questions that I can be of assistance with at this time and I apologize again that our customer experienced any stress while seeking resolution for this concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> I have reached out to this customer directly as of (10.30.2015) and Mrs [redacted] has been provided with all of my direct contact information After our conversation Mrs [redacted] asked that I email her with the details of what we are able to offer for resolution to this concern and I have included a copy of the email sent for your review on this claim: [redacted] From: G [redacted] , Stephanie Sent: Friday, October 30, 1:PMTo: ' [redacted] @ [redacted] .COM'Subject: In response to your concern: Customer No: [redacted] Good Afternoon Mrs [redacted] , I do hope you can accept our deepest apologies for the poor experience you and your family have endured with this purchase As briefly discussed with you this afternoon: If we are permitted the opportunity to earn your trust back in our business by re-instating your original sales order we will waive the associated delivery fee associated with this order as our apology for our failure I have checked inventory and see that all items on your original ticket are available to ship from our distribution center **Please note – if you made package substitutions with your sales person I can not see those since the order has been rejected and would ask that you confirm with me item by item what it is you were expecting for delivery should you wish to reinstate your order** **Please also note – all payments are to be taken by our retail locations so if we are able to start earning your trust back we will need to get the order into the system and your retail location involved in this process as soon as possible [redacted] As of right now the soonest available date to schedule your delivery is (Wed)If you were to select this date we could also make a time frame request (you tell me what four hour time window works best) with our routing department in an effort to accommodate you further There is a chance, I say a chance as your order would need to be fully reinstated for our routing department to even consider this option, that we may be able to get you added on for delivery on (Tues)If you selected this option we would be unable to make a time frame request as we would be putting your merchandise onto the first available (and not completely filled) truck scheduled to be out in your area Again I apologize for the terrible impression you have been left with and I don’t blame you for being as upset with us as you are I look forward to communicating with you again and if you prefer my direct telephone number is ###-###-#### [redacted] I am currently waiting on the customer’s follow up communication to me Kindest regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the error that caused the team to be routed for a later delivery We do see that this customer has since accepted a $gift card as compensation for this error We are very sorry that we caused this delivery to be an inconvenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon [redacted] , Our records indicate that check number in the amount of $was processed on 5/23/and cashed or deposited on 6/12/The check was made out to [redacted] [redacted] ** The [redacted] , is named as the biller/payee on your order therefore any refunds issued against your account would be credited back to the biller/payee I would recommend that you contact them for the refundI apologize for any and all miscommunication and/or inconvenience Sincerely, [redacted] ***
Good Morning [redacted] ***, Goof proof is designed to provide coverage against accidental stains, when properly reportedIt is recommended that when a stain occurs that you use the Goof proof cleaning solution given to you at the point saleIf the cleaning is successful, then there would be no need to file a claim however, you can not use any other product without contacting [redacted] , first There is a pre-recorded message when contacting [redacted] that indicates the call may be recorded for quality and training purposes Bob's Discount Furniture appreciates your businessWe have two courtesy options we can offer you; You can choose to have setup up a "billable service" appointment for $and we will send one of our technicians to your home to clean the stain, as best as possible (depending on what type of stain it is and how long ago the accident happened) or we can cancel the goof proof plan and issue a refund, equivalent to half the value of the plan Please let me know which options works best for you Sincerely, [redacted] ***
I bought couches from Bobs three years agoThey under went wear but were maintained the entire timeOne of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted] ***" and no remedy what so ever was offered!! I expected these couches to last more than yearsBuyer Beware the value is not there if you plan on keeping your furniture for more than a year or soAlso read the description of the " [redacted] ***" warranty as the salesman will not give you an accurate description of what it actually covers
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible I have also provided the most updated telephone number I have for this trucking company as Bobs Discount Furniture is not permitted to address or handle claims that originate from a third party company For ***’s records the claim number associated with the property damage is: [redacted] Company ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri" size="3">We responded to the concern directly to this customer’s email from our offices today (Tuesday, July 28, 10:AM) Regretfully there is no record of the initial phone call that this claimant alleges to have reported on day of delivery (7.08.2015)The first record we have of any property damage report is from nineteen days after deliveryIn an effort to help this claimant move forward we have filed the property claim as of today and following all property claim processing procedures the claim has been sent to the third party trucking company who allegedly caused this damage We assure the claimant that their concern as reported on has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As this property claim is being handled by the trucking company that caused the damages, the claimant can expect follow up from that third party and not Bobs Discount Furniture directlyThis trucking company is owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have personally ensured that the trucking company involved is aware of this claimant’s concern and need for follow upI have provided the third party with the customer’s contact information as it was provided to the Revdex.com Should the customer wish to speak with the party directly handling their claim I have listed the appropriate contact information below: [redacted] Office Administrator [redacted] Companies [redacted] [redacted]
New Roman" size="3"> Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us There are absolutely some coaching and retraining opportunities in this customer’s account I do see that we tried to follow up with her on 2/and 2/and she finally was able to speak with her on 2/19/ At this time I believe her issues have been addressed and we have offered the following compensation to her -gift cards for a total of $and a refund of her delivery fee issued as a corporate check (158.99), which was cut and mailed on 2/22/ Please let us know if this customer requires any further assistance, Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- size="3"> Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We are sincerely sorry that this customer is not completely satisfied with the Madelyn set purchased in We sent our technicians to the home on October 5, and February 14, The technicians did determine that there was a defective plastic finial, which has been ordered The other concerns are not manufacturing defects The warranty the customer paid for does cover specifically manufacturing defects and damage caused from a single accident called into [redacted] within days of occurring SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to she and her familyWe assure Mrs [redacted] that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As Mrs [redacted] ’ property claim is being handled by the trucking company that caused the damages, she can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on Mrs [redacted] ’ behalf to our Delivery Managers and the trucking company involved in this claim to please contact her as soon as possible Michael from the depot has assured me he will reach out to the customer and discuss the check that they are processing on her behalf Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then Also, how will I be able to redeem the credit with Bob's Discount Furniture? Sincerely, [redacted]
size="3">Good Afternoon Revdex.com, Please pass on our sincerest apologies for any confusion we caused to our customer during the initial time of purchase Our records indicate that our retail location re entered this sales order on and the merchandise associated was successfully delivered to our customer on At this time we consider this concern resolved; if the customer is seeking additional help for a different concern please ask them to respond to us and we will be happy to assist Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon, I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] , Thank you for choosing Bob's Discount FurnitureI have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reportedYou first contacted Guardian in to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was deniedLater in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one timeWe (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the tablePlease attach photos to this complaint.Thank you, [redacted] **
My experience began with a service call for a nonfunctioning electric reclining love seat A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone I promptly call customer service again and they say they will bring a new love seat within a few days The day the replacement love seat was to show up, we waited and waited....no delivery As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm) The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a creditI did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??)I told her I didn't want a replacement, just give me a credit and she processes that (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about month to use the credit or we lose it I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happenedShe also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that So we finally went to the store and picked out new pieces and scheduled a delivery for a Wednesday I got their automated email with confirmation of delivery between 2pm-6pm At 3pm, I received an automated phone call saying that they were minutes from my house An hour later, still nothing I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pmI proceeded to call my local store manager AGAIN and she said she would check on the status She called me back within minutes and said they were stops away from me very close by Not minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the inconvenience the multiple deliveries and product concerns have caused our customerWe can certainly understand the customer’s frustration and assure our customer that it is never our intention to deliver product with defects or continually disappoint our valued patrons As with any furniture retailer who works directly with a slew of manufacturers to obtain product and then deliver to their customer, we fully trust that all our manufacturers have taken the appropriate measures during production to ensure the product is free of any defectsAs with most manufactured goods it can take time, combined with a certain amount of usage for any factory defect to illuminate itselfWe are sincerely very sorry for the outrageous incidents that the two chairs caused our customer and their guests; we worked immediately to resolve these concerns by delivering factory fresh replacements to our customer With the purchase of our protection plan -Bobs Discount Furniture guarantees that our merchandise will be free from factory defects for a period of five yearsAs indicated on the original sales invoice (provided to and signed by the customer at the time of sale) we will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to our customerIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeWhile we acknowledge the customer’s apprehension in the quality of their chairs, it is not in their best interest for any retailer to take away merchandise that has not shown any concern, of defect or otherwise Should the customer wish to have the chairs inspected by a factory trained technician we can absolutely create and schedule a service appointment for the customerIn line with our expressed policies if a defect is located we will address the concern accordingly In regards to the “hutch” concern, our records indicate that the customer has taken service and delivery on the “Sideboard” several times with the last delivery attempt being canceled due to a weather related occurrence, beyond the control of our businessBob’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 usWe would most certainly prefer the opportunity to get our customer the item that we promised our customer in good condition and can even offer to have the next delivery follow our extensive ‘White Glove’ procedure for inspection and shipment While it is not procedure to do so we do recognize that we have failed our customer and If the customer prefers to keep the item ‘As –Is’ with a further discount (let’s call this a concession to keep) then we ask that the customer provide photographic evidence of the concern with the door via this Revdex.com mediation channel they have selected to open We ask that the customer provide a minimum of two photos for review (a close up view of the damage and view of the item at a distance) we can review these photos and determine what offer we are able to make as a concession We have continued as a business to address this individual’s concerns the moment they are presented to us and work to resolve them as we realize the level of dissatisfaction this consumer is emulating as a result of our failuresOnce the merchandise concerns have been resolved, any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition In conclusion regarding open merchandise concerns: - We offer to schedule a service appointment out to inspect the remaining chairs for possible defect concerns (the customer can contact our Customer Care Office to schedule this service at their earliest convenience - [redacted] / Mon- Sat 6:30a -8:00p/ Sun 10:30a -7:00p) - We offer to redeliver the affected item (bottom sideboard w/doors) along with our ‘White Glove’ inspection processAs this process involves our Quality Control Manager and multiple checkpoints along the item’s journey we have full confidence that we will not fail our customer again o Should the customer not want to accept another delivery we require photographic evidence be sent to us via Revdex.com of the affected item and its damageOnce received we will review and respond with what offer we are able to make as a concession to keep ‘As – Is’ Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have received the replacement sofa and to my disappointment the couch was a different color than the love seats and the legs a completely different color I need the right color sofa because it looks terrible ***
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with a supervisor Monique and been offered a reselection We can understand why this customer has lost confidence in our ability to get this exchange completed The two exchange attempts came to the customer with minor cosmetic damages and were refused If the customer had called in with the delivery team there we could have advised her to accept one of those so that the kids again had the bed in tact, and we could have offered service to touch up the cosmetic imperfections If the customer would like to go to the store and reselect we can certainly honor that request, we did offer her compensation, which has been applied to the account which could be used toward the new sale We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , After further review of your account and concerns we can make adjustments to the offer of compensation previously stated through this channelI do acknowledge that Bobs is the reason behind your frustrations and we do want to make our failures right by youBobs Discount Furniture will not be offering you accommodations based on the amount of money you paid out to travel or a figure of one’s personal timeWe maintain confidence in this offer being above and beyond the parameters of our accommodation tiers and I have ensured that this offer was reviewed by senior management and approved as a fair and adequate offerThis will be our final offer of compensation in an extreme effort to provide you with satisfaction Please review our final offer for compensation (below): We can refund the delivery fee paid = $ The item that remains damaged in the ‘ [redacted] ’ bedroom set is the railings of the bed, the bed itself (including the headboard/footboard) did not retail to you at a price point of $Your original sales invoice reflects a price paid of $for the bedWe can offer to provide you with a monetary refund of $which would calculate as 70% back to you off the purchase price of the bedEven with the 70% discount back to you we would consider the five year warranty for factory defects thru Bobs on this discounted product active As you have made it clear that you do not want a Bobs Discount Furniture Gift Card, we can add an additional $of monetary compensation to this offer as a further form of apology In Total (without adding in applicable taxes, depending on your state’s laws, which may be refunded on the delivery fee and percentage of the bed) we can offer: $+ $+ $= Monetary Refund of $ Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensationsYou may also reach out to me directly via email at [redacted] to discuss the steps in processing this monetary refund after you have accepted this offer thru the Revdex.com website Thank you for any help you can provide us here and I look forward to hearing back from you, [redacted]
Good Morning Revdex.com, I am not certain when this complaint was originally sent to you however our records reflect that on our customer has received the resolution sought directly through Bobs Discount FurnitureI apologize that our customer was experiencing any difficulty in using the Goof Proof PlanWe absolutely honor the value of the products we sell and as an example of that our records indicate that this customer’s Goof Proof plan was used to cover the complete cost of replacing the product which is a cost far greater then the revenue collected from this plan We do not deny that there are other complaints regarding the Goof Proof coverage we sell but in all reality I answer these complaints and the majority of these concerns originate from consumers not fully educating themselves on what the protection they selected to purchase actually coversWe welcome any inquiries from our customer prior to them contacting the third party company that manages their protection plan so we may have the opportunity to fully educate them if they have not reviewed the terms and conditions of their planThe time of sale is meant to be an exciting time focused on our customer’s enthusiasm and needs Therefore, we do not expect our sales professionals to overwhelm our customers when offering additional productsWe provide a brief and informative description of our protection plan and it is always an optional buy Please advise me if our customer has any further concerns or questions that I can be of assistance with at this time and I apologize again that our customer experienced any stress while seeking resolution for this concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> I have reached out to this customer directly as of (10.30.2015) and Mrs [redacted] has been provided with all of my direct contact information After our conversation Mrs [redacted] asked that I email her with the details of what we are able to offer for resolution to this concern and I have included a copy of the email sent for your review on this claim: [redacted] From: G [redacted] , Stephanie Sent: Friday, October 30, 1:PMTo: ' [redacted] @ [redacted] .COM'Subject: In response to your concern: Customer No: [redacted] Good Afternoon Mrs [redacted] , I do hope you can accept our deepest apologies for the poor experience you and your family have endured with this purchase As briefly discussed with you this afternoon: If we are permitted the opportunity to earn your trust back in our business by re-instating your original sales order we will waive the associated delivery fee associated with this order as our apology for our failure I have checked inventory and see that all items on your original ticket are available to ship from our distribution center **Please note – if you made package substitutions with your sales person I can not see those since the order has been rejected and would ask that you confirm with me item by item what it is you were expecting for delivery should you wish to reinstate your order** **Please also note – all payments are to be taken by our retail locations so if we are able to start earning your trust back we will need to get the order into the system and your retail location involved in this process as soon as possible [redacted] As of right now the soonest available date to schedule your delivery is (Wed)If you were to select this date we could also make a time frame request (you tell me what four hour time window works best) with our routing department in an effort to accommodate you further There is a chance, I say a chance as your order would need to be fully reinstated for our routing department to even consider this option, that we may be able to get you added on for delivery on (Tues)If you selected this option we would be unable to make a time frame request as we would be putting your merchandise onto the first available (and not completely filled) truck scheduled to be out in your area Again I apologize for the terrible impression you have been left with and I don’t blame you for being as upset with us as you are I look forward to communicating with you again and if you prefer my direct telephone number is ###-###-#### [redacted] I am currently waiting on the customer’s follow up communication to me Kindest regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the error that caused the team to be routed for a later delivery We do see that this customer has since accepted a $gift card as compensation for this error We are very sorry that we caused this delivery to be an inconvenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon [redacted] , Our records indicate that check number in the amount of $was processed on 5/23/and cashed or deposited on 6/12/The check was made out to [redacted] [redacted] ** The [redacted] , is named as the biller/payee on your order therefore any refunds issued against your account would be credited back to the biller/payee I would recommend that you contact them for the refundI apologize for any and all miscommunication and/or inconvenience Sincerely, [redacted] ***
Good Morning [redacted] ***, Goof proof is designed to provide coverage against accidental stains, when properly reportedIt is recommended that when a stain occurs that you use the Goof proof cleaning solution given to you at the point saleIf the cleaning is successful, then there would be no need to file a claim however, you can not use any other product without contacting [redacted] , first There is a pre-recorded message when contacting [redacted] that indicates the call may be recorded for quality and training purposes Bob's Discount Furniture appreciates your businessWe have two courtesy options we can offer you; You can choose to have setup up a "billable service" appointment for $and we will send one of our technicians to your home to clean the stain, as best as possible (depending on what type of stain it is and how long ago the accident happened) or we can cancel the goof proof plan and issue a refund, equivalent to half the value of the plan Please let me know which options works best for you Sincerely, [redacted] ***
I bought couches from Bobs three years agoThey under went wear but were maintained the entire timeOne of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted] ***" and no remedy what so ever was offered!! I expected these couches to last more than yearsBuyer Beware the value is not there if you plan on keeping your furniture for more than a year or soAlso read the description of the " [redacted] ***" warranty as the salesman will not give you an accurate description of what it actually covers
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible I have also provided the most updated telephone number I have for this trucking company as Bobs Discount Furniture is not permitted to address or handle claims that originate from a third party company For ***’s records the claim number associated with the property damage is: [redacted] Company ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, face="Calibri" size="3">We responded to the concern directly to this customer’s email from our offices today (Tuesday, July 28, 10:AM) Regretfully there is no record of the initial phone call that this claimant alleges to have reported on day of delivery (7.08.2015)The first record we have of any property damage report is from nineteen days after deliveryIn an effort to help this claimant move forward we have filed the property claim as of today and following all property claim processing procedures the claim has been sent to the third party trucking company who allegedly caused this damage We assure the claimant that their concern as reported on has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As this property claim is being handled by the trucking company that caused the damages, the claimant can expect follow up from that third party and not Bobs Discount Furniture directlyThis trucking company is owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have personally ensured that the trucking company involved is aware of this claimant’s concern and need for follow upI have provided the third party with the customer’s contact information as it was provided to the Revdex.com Should the customer wish to speak with the party directly handling their claim I have listed the appropriate contact information below: [redacted] Office Administrator [redacted] Companies [redacted] [redacted]
New Roman" size="3"> Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us There are absolutely some coaching and retraining opportunities in this customer’s account I do see that we tried to follow up with her on 2/and 2/and she finally was able to speak with her on 2/19/ At this time I believe her issues have been addressed and we have offered the following compensation to her -gift cards for a total of $and a refund of her delivery fee issued as a corporate check (158.99), which was cut and mailed on 2/22/ Please let us know if this customer requires any further assistance, Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- size="3"> Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We are sincerely sorry that this customer is not completely satisfied with the Madelyn set purchased in We sent our technicians to the home on October 5, and February 14, The technicians did determine that there was a defective plastic finial, which has been ordered The other concerns are not manufacturing defects The warranty the customer paid for does cover specifically manufacturing defects and damage caused from a single accident called into [redacted] within days of occurring SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to she and her familyWe assure Mrs [redacted] that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As Mrs [redacted] ’ property claim is being handled by the trucking company that caused the damages, she can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on Mrs [redacted] ’ behalf to our Delivery Managers and the trucking company involved in this claim to please contact her as soon as possible Michael from the depot has assured me he will reach out to the customer and discuss the check that they are processing on her behalf Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then Also, how will I be able to redeem the credit with Bob's Discount Furniture? Sincerely, [redacted]
size="3">Good Afternoon Revdex.com, Please pass on our sincerest apologies for any confusion we caused to our customer during the initial time of purchase Our records indicate that our retail location re entered this sales order on and the merchandise associated was successfully delivered to our customer on At this time we consider this concern resolved; if the customer is seeking additional help for a different concern please ask them to respond to us and we will be happy to assist Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon, I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] , Thank you for choosing Bob's Discount FurnitureI have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reportedYou first contacted Guardian in to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was deniedLater in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one timeWe (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the tablePlease attach photos to this complaint.Thank you, [redacted] **
My experience began with a service call for a nonfunctioning electric reclining love seat A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone I promptly call customer service again and they say they will bring a new love seat within a few days The day the replacement love seat was to show up, we waited and waited....no delivery As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm) The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a creditI did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??)I told her I didn't want a replacement, just give me a credit and she processes that (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about month to use the credit or we lose it I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happenedShe also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that So we finally went to the store and picked out new pieces and scheduled a delivery for a Wednesday I got their automated email with confirmation of delivery between 2pm-6pm At 3pm, I received an automated phone call saying that they were minutes from my house An hour later, still nothing I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pmI proceeded to call my local store manager AGAIN and she said she would check on the status She called me back within minutes and said they were stops away from me very close by Not minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the inconvenience the multiple deliveries and product concerns have caused our customerWe can certainly understand the customer’s frustration and assure our customer that it is never our intention to deliver product with defects or continually disappoint our valued patrons As with any furniture retailer who works directly with a slew of manufacturers to obtain product and then deliver to their customer, we fully trust that all our manufacturers have taken the appropriate measures during production to ensure the product is free of any defectsAs with most manufactured goods it can take time, combined with a certain amount of usage for any factory defect to illuminate itselfWe are sincerely very sorry for the outrageous incidents that the two chairs caused our customer and their guests; we worked immediately to resolve these concerns by delivering factory fresh replacements to our customer With the purchase of our protection plan -Bobs Discount Furniture guarantees that our merchandise will be free from factory defects for a period of five yearsAs indicated on the original sales invoice (provided to and signed by the customer at the time of sale) we will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to our customerIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeWhile we acknowledge the customer’s apprehension in the quality of their chairs, it is not in their best interest for any retailer to take away merchandise that has not shown any concern, of defect or otherwise Should the customer wish to have the chairs inspected by a factory trained technician we can absolutely create and schedule a service appointment for the customerIn line with our expressed policies if a defect is located we will address the concern accordingly In regards to the “hutch” concern, our records indicate that the customer has taken service and delivery on the “Sideboard” several times with the last delivery attempt being canceled due to a weather related occurrence, beyond the control of our businessBob’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 usWe would most certainly prefer the opportunity to get our customer the item that we promised our customer in good condition and can even offer to have the next delivery follow our extensive ‘White Glove’ procedure for inspection and shipment While it is not procedure to do so we do recognize that we have failed our customer and If the customer prefers to keep the item ‘As –Is’ with a further discount (let’s call this a concession to keep) then we ask that the customer provide photographic evidence of the concern with the door via this Revdex.com mediation channel they have selected to open We ask that the customer provide a minimum of two photos for review (a close up view of the damage and view of the item at a distance) we can review these photos and determine what offer we are able to make as a concession We have continued as a business to address this individual’s concerns the moment they are presented to us and work to resolve them as we realize the level of dissatisfaction this consumer is emulating as a result of our failuresOnce the merchandise concerns have been resolved, any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition In conclusion regarding open merchandise concerns: - We offer to schedule a service appointment out to inspect the remaining chairs for possible defect concerns (the customer can contact our Customer Care Office to schedule this service at their earliest convenience - [redacted] / Mon- Sat 6:30a -8:00p/ Sun 10:30a -7:00p) - We offer to redeliver the affected item (bottom sideboard w/doors) along with our ‘White Glove’ inspection processAs this process involves our Quality Control Manager and multiple checkpoints along the item’s journey we have full confidence that we will not fail our customer again o Should the customer not want to accept another delivery we require photographic evidence be sent to us via Revdex.com of the affected item and its damageOnce received we will review and respond with what offer we are able to make as a concession to keep ‘As – Is’ Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have received the replacement sofa and to my disappointment the couch was a different color than the love seats and the legs a completely different color I need the right color sofa because it looks terrible ***
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with a supervisor Monique and been offered a reselection We can understand why this customer has lost confidence in our ability to get this exchange completed The two exchange attempts came to the customer with minor cosmetic damages and were refused If the customer had called in with the delivery team there we could have advised her to accept one of those so that the kids again had the bed in tact, and we could have offered service to touch up the cosmetic imperfections If the customer would like to go to the store and reselect we can certainly honor that request, we did offer her compensation, which has been applied to the account which could be used toward the new sale We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , After further review of your account and concerns we can make adjustments to the offer of compensation previously stated through this channelI do acknowledge that Bobs is the reason behind your frustrations and we do want to make our failures right by youBobs Discount Furniture will not be offering you accommodations based on the amount of money you paid out to travel or a figure of one’s personal timeWe maintain confidence in this offer being above and beyond the parameters of our accommodation tiers and I have ensured that this offer was reviewed by senior management and approved as a fair and adequate offerThis will be our final offer of compensation in an extreme effort to provide you with satisfaction Please review our final offer for compensation (below): We can refund the delivery fee paid = $ The item that remains damaged in the ‘ [redacted] ’ bedroom set is the railings of the bed, the bed itself (including the headboard/footboard) did not retail to you at a price point of $Your original sales invoice reflects a price paid of $for the bedWe can offer to provide you with a monetary refund of $which would calculate as 70% back to you off the purchase price of the bedEven with the 70% discount back to you we would consider the five year warranty for factory defects thru Bobs on this discounted product active As you have made it clear that you do not want a Bobs Discount Furniture Gift Card, we can add an additional $of monetary compensation to this offer as a further form of apology In Total (without adding in applicable taxes, depending on your state’s laws, which may be refunded on the delivery fee and percentage of the bed) we can offer: $+ $+ $= Monetary Refund of $ Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensationsYou may also reach out to me directly via email at [redacted] to discuss the steps in processing this monetary refund after you have accepted this offer thru the Revdex.com website Thank you for any help you can provide us here and I look forward to hearing back from you, [redacted]