Good Afternoon [redacted] 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 Morning 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 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, [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 both the sales flyer (we provided at the time of sale) for your review 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 [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not covered Further reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the photo the customer gave them indicated seam stress tear (not covered) Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company We have attached the photo the customer submitted It is extremely dark We would like to see if the customer can submit one or two photos that are lighter so we can see if the tear that is clear is on a seam which is not clear We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and failed part orders caused our customerWe can certainly understand the customer’s frustration Our records indicate that the final drawer was delivered 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionThe order of the vanity has been canceled per the customer’s request While 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 policiesWe can offer to provide the customer with an ECard in the amount of $ Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our gift card department create the credit and email the customer directly Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Our offices are in receipt of this response on 4.15.2015and are responding to you/the customer on the same day 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 usOnce the original concern is fully resolved we would be happy to provide an offer to our customer for a further form of apology for the inconveniences we have caused We are genuinely seeking to help the customer move forward in getting a complete working bed and are willing to offer options for resolution, in offering the appropriate resolution to our customer to ensure that this concern is rectified in full it would an extreme help to have had details confirmed as communicated in our first response as our records remain unclear In example: Our question regarding the footboard remains unansweredOur records do not indicate there is a footboard for this bed in the home however at this time I am moving forward working off the rejection response and assuming that the customer does in fact have a footboard in the home The rejection response does indicate that the customer is seeking another set of hardware for the second storage drawer so this also leads me to believe that there is a footboard present in the home (as the drawers are inside the footboard for this model) As of we have mailed out the remaining hardware needed for the second storage drawerWe sent these parts via [redacted] – Tracking number: [redacted] - This tracking numbers indicates that the package sent arrived to the customer on the following date: Sat 4/11/10:11am These parts were shipped to: [redacted] / [redacted] (as listed on the previous part order/shipment) As of we have also mailed out a copy of the ‘Assembly Instructions’ we have for this bedI have gone a step further and attached these instructions to this Revdex.com response as well to ensure the customer gets themThere is a complete hardware listing on this document for the customer to review and respond with what other parts may be missing to complete assembly (for a faster turnaround time the customer is welcome to contact our Customer Care Offices with this information if they prefer to work with us directly) This letter has been sent to: [redacted] / [redacted] (as listed on the previous part order/shipment) We will cover the cost of supplying any additional parts/hardware that may be needed to get this bed in fully working order and once all the necessary parts/hardware have been confirmed as being in the home; we will also offer to schedule a delivery team (at no charge) to the customer’s residence to assemble the bed for the customer We are very sorry again for any and all inconveniences this concern has caused our customer and will continue to work at full capacity to make these concerns right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am very sorry that our customer feels so failed by us and understand their reasoning for seeking compensation outside of their concern being made right Our records indicate that we arrived to the home within the time frame we gave our customer (our records show 12:14pm) and regretfully we are unable to force a delivery team to wait at a home for someone to be available after we have arrived as scheduledOur records further indicate that we did return to the home on and were told by the delivery team that there was still no one available at the residence At this time the customer’s merchandise ( fire place, occasional tables) shows delivered as of and we have a service call scheduled out to repair a concern of looseness in one of the tables on 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 usAt this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the technician leaving their residence on We will review the account at that time and determine what apology -compensation offer we are able to make Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in May At the time the sale was created the customer purchased [redacted] This provided the customer with a full five years for accidental damages The merchandise was covered for a period of one year from manufacturing defects This warranty period for manufacturing defects end in June of We have sent our technicians to the home several times as a BEST EFFORT service This was explained to the customer each service In a Best Effort service the tech will repair and touch up whatever he is able to with stock material in his van Parts or replacement are not covered as the pieces are no longer under warranty As we have already offered the courtesy service and the pieces are not repairable and this bed is no longer under warranty we have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Kendra, I am very sorry for the terrible delivery experiences you have endured while seeking to get the product you purchased in its expected conditionI completely understand your frustrations and they have been our fault time and time againI assure you that Bobs Discount Furniture Prides itself on providing you with the best quality merchandise for the price and in the event we do fail our customers we strive to make it right by our customers and earn their trust back in our business Our records indicate that your last delivery on was successful with the exception of the railings of your “ [redacted] ” bed being refused due to what is cited as a “defect in the wood” per our delivery team’s reportIf you are seeking to keep the current bed railings that you have in your home we can offer to provide you with a 20% discount off the cost of those railings due to the fact that you would be agreeing to keep damaged merchandise as isOur records indicate that the other items from your purchase have all been delivered in good condition and regretfully we are unable to further discount any product that stands in our customer’s possession with no damage concerns In regards to the delivery fee of $that you paid us, we are happy to offer this back to you in the form of a monetary refund as our apology for the many delivery attempts you had to endure to get your merchandise in its expected condition We will also offer to provide you with a Bobs Discount Furniture Gift Card in the amount of $as a further form of our apologiesShould you not want to utilize our delivery service in the future, we do have many cash and carry items available in our showrooms or clearance centers that you can use your gift card towardsThis gift card will never expire and we would truly appreciate another opportunity to earn your trust back in our business In total our compensation offer is reasonably close to your desired settlement and I apologize again that you have had to deal with so much stress as a result of our disappointments 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 compensations Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
[redacted] ***, The billable service is a set charge and I am unable to edit or adjust the feeYour goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $for the billable service or hire an outside cleaning company to clean the entire sofa
Good Morning Revdex.com, We are very sorry for the damaged delivery and the poor communication that this customer has had to deal with I have already spoken to this customer through another channel and have offered compensation which has been accepted We are very sorry that any customer should have to encounter so many issues and we look forward to this customer receiving their delivery tomorrow Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] 3/11/ Complaint My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailableThe delivery was rescheduled for 2/between 2:30-6:I received a call from the delivery person at 11:a.mon the day of delivery informing me he was in the area and was going to stop by to deliver my furnitureI explained that my delivery time was set for 2:30-6:and there was no way I could be available for a time I DID NOT SCHEDULE FORThe delivery person [redacted] ) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:I said okBottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited & 1/weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phoneOther problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery & 1/hours earlier then scheduled!!!!!!! Desired Resolution I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work! Consumer Business Dialog
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for all the disappointments our customer has experienced with this purchaseThe delivery address posted shows a very long purchasing history with our business and I apologize again to our customer for the lack of care that was applied to their present concern overall Our records indicate that we have already resolved this concern directly and as of our customer was approved to return the delivered mattress and foundation for a refund
Complaint: [redacted] I am rejecting this response because: Bob's is still refusing to address my concernI should not have to repeat it multiple timesMore than one of Bob's customer service reps has informed me that I cannot sit on the ottomanBecause of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concernReputable companies that stand by their products do not fight customers for refundsEspecially when it is only $It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furnitureI'll have to go back and tell him to stop telling people that I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this processI have spent a lot of time on this issue and would like to end it here Sincerely, [redacted]
Dear Revdex.com,I spoke with Ms [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining setAfter reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselectMs [redacted] accepted the offer and understands the details of the reselection credit.Thanks [redacted] **
Complaint: [redacted] I am rejecting this response because: upon further inspection, I found that the headboard has split alsoI feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails Sincerely, [redacted]
Good Morning Revdex.com, Our records indicate that this check was sent from our offices on to the address listed on our customer’s sales orderOur records further indicate that the check has not been cashed yet however it was mailed by us to: [redacted] We did expedite this check request as agreed upon with our customerIf for some reason the check was lost or the customer did not receive it we can perform a stop payment on the current check number and mail the customer a new checkPlease let me know if that’s the route Angela would like to take as we have fully released her funds she is requesting from our end at this time Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us Looking at the two sets I can understand the customer’s confusion and concerns, they do seem to be very similar It is the price of retail that the costs of material and manufacturing go up, which raises the price of merchandise The warranty that was paid for does allow for a one time replacement on the pieces, the customer received a credit for the monies paid on this set, which fulfills the contract, so a new contract would be necessary We did waive a new delivery fee The tax law in Mass does not allow for a customer to be refunded taxes on any purchase over days That is the law in the state; it is not something under Bob’s or any other company’s control While there are things we can not control, I am willing to make an offer of compensation for this customer to ease the burden of the extra the customer paid to purchase the new set I would like to offer to refund the customer $to the customer’s Am Ex account If the customer accepts this offer they can call the store to process the refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the credit card number is entered into the transaction the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, I apologize that you have such little faith in our company and our willingness to help you solve your concernsI assure you that we care very much for our customers and always work to offer an option for resolution that is fair for both parties when all facts are considered Our records indicate that you first reported the concern with your living room furniture to us on 8.25.2014, nearly three years after you received and had been using this merchandiseAs you cite this merchandise started showing this concern very early on it is hard to believe that you let it go for years unreportedOur records also indicate that you had a service professional out to your home in August of for a different concern and our records don’t indicate that the seams separating were a problem in 2012; we then paid to replace your product for you as a courtesy even though our service professional determined that there was no manufacturer defect with your productWe stand behind the quality of our product and while I agree with the last technician sent to your home (on 9.10.2014) that your sofa is experiencing these concerns as a result of many years of use (wear and tear) we are willing to make you a fair offer for resolution that balances both the needs of our valued customer and our business We will offer you a 50% store credit (based on the price you originally paid for these items) on the piece sectional, the matching ottoman, and the matching accent chairWe will also offer to cover the cost of delivering the new set you select and removing the current merchandise in your home which in all reality is a major cost for any business to offer to incur We will also include a prorated (based on years) credit for the Goof Proof Plan you purchased in this offer In regards to the king size bed delivered to you on (nearly two years ago), our records show absolutely no report of any concern on this bedI checked our service report from our last visit earlier this month and I couldn’t find any reported concerns regarding this bed there eitherWe do not place different versions of the merchandise we stock in our warehouse in our showroomsWe are a retailer and for an accusation like this to be true every single vendor we work with, from various parts of the world, would have to literally build two different models of merchandise to ship out to the hundreds of retailers they sell to nationwideEven though we haven’t determined any defect with this bed and you are just now reporting your concern in workmanship after several years of use we will offer you the same courtesy as we have on the living room furniture (50% credit based on the price you paid for the headboard, footboard, rails, prorated Goof Proof credit based on years, no new delivery fee on the new sale which includes assembly, and removal of the current headboard, footboard, and railings you have) I apologize to you again [redacted] that you are so disappointed in the product you have purchased from usIf you would like to accept these offers please respond to me via this Revdex.com channel and I will create the credits and have our retail location follow up with you directly Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies for the multiple failures that occurred to cause our customer to become so disappointed in usAs of this account reflects an interaction with one of our Customer Care Leads and the customer’s requests have been metAt this time we consider this complaint closed and apologize to the customer once again for any and all inconveniences that we caused Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon [redacted] 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 Morning 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 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, [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 both the sales flyer (we provided at the time of sale) for your review 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 [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not covered Further reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the photo the customer gave them indicated seam stress tear (not covered) Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company We have attached the photo the customer submitted It is extremely dark We would like to see if the customer can submit one or two photos that are lighter so we can see if the tear that is clear is on a seam which is not clear We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and failed part orders caused our customerWe can certainly understand the customer’s frustration Our records indicate that the final drawer was delivered 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionThe order of the vanity has been canceled per the customer’s request While 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 policiesWe can offer to provide the customer with an ECard in the amount of $ Should the customer wish to accept this offer, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our gift card department create the credit and email the customer directly Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Our offices are in receipt of this response on 4.15.2015and are responding to you/the customer on the same day 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 usOnce the original concern is fully resolved we would be happy to provide an offer to our customer for a further form of apology for the inconveniences we have caused We are genuinely seeking to help the customer move forward in getting a complete working bed and are willing to offer options for resolution, in offering the appropriate resolution to our customer to ensure that this concern is rectified in full it would an extreme help to have had details confirmed as communicated in our first response as our records remain unclear In example: Our question regarding the footboard remains unansweredOur records do not indicate there is a footboard for this bed in the home however at this time I am moving forward working off the rejection response and assuming that the customer does in fact have a footboard in the home The rejection response does indicate that the customer is seeking another set of hardware for the second storage drawer so this also leads me to believe that there is a footboard present in the home (as the drawers are inside the footboard for this model) As of we have mailed out the remaining hardware needed for the second storage drawerWe sent these parts via [redacted] – Tracking number: [redacted] - This tracking numbers indicates that the package sent arrived to the customer on the following date: Sat 4/11/10:11am These parts were shipped to: [redacted] / [redacted] (as listed on the previous part order/shipment) As of we have also mailed out a copy of the ‘Assembly Instructions’ we have for this bedI have gone a step further and attached these instructions to this Revdex.com response as well to ensure the customer gets themThere is a complete hardware listing on this document for the customer to review and respond with what other parts may be missing to complete assembly (for a faster turnaround time the customer is welcome to contact our Customer Care Offices with this information if they prefer to work with us directly) This letter has been sent to: [redacted] / [redacted] (as listed on the previous part order/shipment) We will cover the cost of supplying any additional parts/hardware that may be needed to get this bed in fully working order and once all the necessary parts/hardware have been confirmed as being in the home; we will also offer to schedule a delivery team (at no charge) to the customer’s residence to assemble the bed for the customer We are very sorry again for any and all inconveniences this concern has caused our customer and will continue to work at full capacity to make these concerns right Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am very sorry that our customer feels so failed by us and understand their reasoning for seeking compensation outside of their concern being made right Our records indicate that we arrived to the home within the time frame we gave our customer (our records show 12:14pm) and regretfully we are unable to force a delivery team to wait at a home for someone to be available after we have arrived as scheduledOur records further indicate that we did return to the home on and were told by the delivery team that there was still no one available at the residence At this time the customer’s merchandise ( fire place, occasional tables) shows delivered as of and we have a service call scheduled out to repair a concern of looseness in one of the tables on 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 usAt this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the technician leaving their residence on We will review the account at that time and determine what apology -compensation offer we are able to make Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in May At the time the sale was created the customer purchased [redacted] This provided the customer with a full five years for accidental damages The merchandise was covered for a period of one year from manufacturing defects This warranty period for manufacturing defects end in June of We have sent our technicians to the home several times as a BEST EFFORT service This was explained to the customer each service In a Best Effort service the tech will repair and touch up whatever he is able to with stock material in his van Parts or replacement are not covered as the pieces are no longer under warranty As we have already offered the courtesy service and the pieces are not repairable and this bed is no longer under warranty we have no options to offer this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Good Morning Kendra, I am very sorry for the terrible delivery experiences you have endured while seeking to get the product you purchased in its expected conditionI completely understand your frustrations and they have been our fault time and time againI assure you that Bobs Discount Furniture Prides itself on providing you with the best quality merchandise for the price and in the event we do fail our customers we strive to make it right by our customers and earn their trust back in our business Our records indicate that your last delivery on was successful with the exception of the railings of your “ [redacted] ” bed being refused due to what is cited as a “defect in the wood” per our delivery team’s reportIf you are seeking to keep the current bed railings that you have in your home we can offer to provide you with a 20% discount off the cost of those railings due to the fact that you would be agreeing to keep damaged merchandise as isOur records indicate that the other items from your purchase have all been delivered in good condition and regretfully we are unable to further discount any product that stands in our customer’s possession with no damage concerns In regards to the delivery fee of $that you paid us, we are happy to offer this back to you in the form of a monetary refund as our apology for the many delivery attempts you had to endure to get your merchandise in its expected condition We will also offer to provide you with a Bobs Discount Furniture Gift Card in the amount of $as a further form of our apologiesShould you not want to utilize our delivery service in the future, we do have many cash and carry items available in our showrooms or clearance centers that you can use your gift card towardsThis gift card will never expire and we would truly appreciate another opportunity to earn your trust back in our business In total our compensation offer is reasonably close to your desired settlement and I apologize again that you have had to deal with so much stress as a result of our disappointments 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 compensations Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
[redacted] ***, The billable service is a set charge and I am unable to edit or adjust the feeYour goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $for the billable service or hire an outside cleaning company to clean the entire sofa
Good Morning Revdex.com, We are very sorry for the damaged delivery and the poor communication that this customer has had to deal with I have already spoken to this customer through another channel and have offered compensation which has been accepted We are very sorry that any customer should have to encounter so many issues and we look forward to this customer receiving their delivery tomorrow Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
[redacted] Bob's has not resolved this issuePlease re-open this case
Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] 3/11/ Complaint My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailableThe delivery was rescheduled for 2/between 2:30-6:I received a call from the delivery person at 11:a.mon the day of delivery informing me he was in the area and was going to stop by to deliver my furnitureI explained that my delivery time was set for 2:30-6:and there was no way I could be available for a time I DID NOT SCHEDULE FORThe delivery person [redacted] ) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:I said okBottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited & 1/weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phoneOther problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery & 1/hours earlier then scheduled!!!!!!! Desired Resolution I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work! Consumer Business Dialog
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for all the disappointments our customer has experienced with this purchaseThe delivery address posted shows a very long purchasing history with our business and I apologize again to our customer for the lack of care that was applied to their present concern overall Our records indicate that we have already resolved this concern directly and as of our customer was approved to return the delivered mattress and foundation for a refund
Complaint: [redacted] I am rejecting this response because: Bob's is still refusing to address my concernI should not have to repeat it multiple timesMore than one of Bob's customer service reps has informed me that I cannot sit on the ottomanBecause of those statements and because I still have no response from Bob's otherwise, a replacement ottoman is not an acceptable remedy and does not address my concernReputable companies that stand by their products do not fight customers for refundsEspecially when it is only $It's a shame that I went to Bob's in the first place based on a referral from one of the best rated furniture stores in the area with assurances from the salesman that he refers many customers to Bob's because of their quality furnitureI'll have to go back and tell him to stop telling people that I am asking Bob's again to stand by it's representations regarding customer service and desire to address customer concerns and give me the refund I requested initially in this processI have spent a lot of time on this issue and would like to end it here Sincerely, [redacted]
Dear Revdex.com,I spoke with Ms [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining setAfter reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselectMs [redacted] accepted the offer and understands the details of the reselection credit.Thanks [redacted] **
Complaint: [redacted] I am rejecting this response because: upon further inspection, I found that the headboard has split alsoI feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails Sincerely, [redacted]
Good Morning Revdex.com, Our records indicate that this check was sent from our offices on to the address listed on our customer’s sales orderOur records further indicate that the check has not been cashed yet however it was mailed by us to: [redacted] We did expedite this check request as agreed upon with our customerIf for some reason the check was lost or the customer did not receive it we can perform a stop payment on the current check number and mail the customer a new checkPlease let me know if that’s the route Angela would like to take as we have fully released her funds she is requesting from our end at this time Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us Looking at the two sets I can understand the customer’s confusion and concerns, they do seem to be very similar It is the price of retail that the costs of material and manufacturing go up, which raises the price of merchandise The warranty that was paid for does allow for a one time replacement on the pieces, the customer received a credit for the monies paid on this set, which fulfills the contract, so a new contract would be necessary We did waive a new delivery fee The tax law in Mass does not allow for a customer to be refunded taxes on any purchase over days That is the law in the state; it is not something under Bob’s or any other company’s control While there are things we can not control, I am willing to make an offer of compensation for this customer to ease the burden of the extra the customer paid to purchase the new set I would like to offer to refund the customer $to the customer’s Am Ex account If the customer accepts this offer they can call the store to process the refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the credit card number is entered into the transaction the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial [redacted] o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information and complete the processing Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, I apologize that you have such little faith in our company and our willingness to help you solve your concernsI assure you that we care very much for our customers and always work to offer an option for resolution that is fair for both parties when all facts are considered Our records indicate that you first reported the concern with your living room furniture to us on 8.25.2014, nearly three years after you received and had been using this merchandiseAs you cite this merchandise started showing this concern very early on it is hard to believe that you let it go for years unreportedOur records also indicate that you had a service professional out to your home in August of for a different concern and our records don’t indicate that the seams separating were a problem in 2012; we then paid to replace your product for you as a courtesy even though our service professional determined that there was no manufacturer defect with your productWe stand behind the quality of our product and while I agree with the last technician sent to your home (on 9.10.2014) that your sofa is experiencing these concerns as a result of many years of use (wear and tear) we are willing to make you a fair offer for resolution that balances both the needs of our valued customer and our business We will offer you a 50% store credit (based on the price you originally paid for these items) on the piece sectional, the matching ottoman, and the matching accent chairWe will also offer to cover the cost of delivering the new set you select and removing the current merchandise in your home which in all reality is a major cost for any business to offer to incur We will also include a prorated (based on years) credit for the Goof Proof Plan you purchased in this offer In regards to the king size bed delivered to you on (nearly two years ago), our records show absolutely no report of any concern on this bedI checked our service report from our last visit earlier this month and I couldn’t find any reported concerns regarding this bed there eitherWe do not place different versions of the merchandise we stock in our warehouse in our showroomsWe are a retailer and for an accusation like this to be true every single vendor we work with, from various parts of the world, would have to literally build two different models of merchandise to ship out to the hundreds of retailers they sell to nationwideEven though we haven’t determined any defect with this bed and you are just now reporting your concern in workmanship after several years of use we will offer you the same courtesy as we have on the living room furniture (50% credit based on the price you paid for the headboard, footboard, rails, prorated Goof Proof credit based on years, no new delivery fee on the new sale which includes assembly, and removal of the current headboard, footboard, and railings you have) I apologize to you again [redacted] that you are so disappointed in the product you have purchased from usIf you would like to accept these offers please respond to me via this Revdex.com channel and I will create the credits and have our retail location follow up with you directly Kind Regards, [redacted] Customer Care Corporate Liaison Bobs Discount Furniture
Good Morning Revdex.com, New Roman" size="3"> Please pass on our sincerest apologies for the multiple failures that occurred to cause our customer to become so disappointed in usAs of this account reflects an interaction with one of our Customer Care Leads and the customer’s requests have been metAt this time we consider this complaint closed and apologize to the customer once again for any and all inconveniences that we caused Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison