Good Morning ***, I am very sorry that the receipt of your part order has been delayed so much and also that you had to endure any inconvenience with the delivery of your new bedroom setIt is never our intention to disappoint our customers, let alone on multiple occasions In regards to your bedroom set, our records reflect that as of (yesterday) we spoke with you and scheduled to re-deliver you factory fresh pieces due to the parts order arriving incompletely for the legsOur records also reflect that on we confirmed the updated estimated arrival time of your purchased part order (seat –casing and core)I understand at this time our apologies to you are rather empty because you have been waiting so long for these parts to arrive and I assure you that we have been working at full capacity to ensure your part is on its way to youThe information our Customer Care Agent’s have been providing you was accurate to what our computer system was reflecting on that date and time I have completed some extensive research on your behalf and have been educated that this order was originally ordered with the vendor ***, but then [redacted] was bought out by ***A number of our orders got lost, as the company was taken overWe do now have confirmation that our orders have been put on a container (to be shipped across the ocean), and they are due to arrive to us in the middle of JulyOnce the order comes into our CT distribution center it can then begin its [redacted] processI expected that we should have a tracking number for you closer to the middle of JulyI am genuinely very sorry that the business between furniture manufacturers has caused any delay in you receiving your order and I look forward to satisfying you during your upcoming delivery Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
minor-latin;">Good Afternoon Revdex.com, While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment Our records indicate that this merchandise was delivered to the customer on During our first service visit on the service technician reported that he adjusted the reclining mechanisms on the recliners and the cause of these not working properly was directly related to the merchandise not being used in conjunction with specifications While this technician was in the home he also logged touching up scratches on the merchandiseAt this point in time the customer had the merchandise for over three months in their possession with no reported cosmetic damages to us (the business)The scratches were directly related to something that occurred in the home and our technician did the consumer a courtesy (at no charge) by repairing merchandise that had been directly damaged by the consumer or the environment the merchandise is kept in Normally the ‘ [redacted] ***’ plan requires that any accident, for example scratches that appear on merchandise three months after the point of delivery, be reported to a separate third party company As a retailer we make this perfectly clear within the documents provided at the time of sale On this initial service visit Bobs Discount Furniture made an extreme effort to help this customer directly instead of referring them somewhere else Approximately five months later this customer contacted us and advised us that the sofa and recliner were making noises when they reclinedWe scheduled a service for to address this concern On our technician most certainly showed up to the residence to perform this serviceOur records verify that not only did we show up, we made a call ahead to the customer over an hour in advance letting them know we were on our wayFollowing our normal, successful protocols we arrived to the customer’s residence within the estimated timeframe our automated system providesAfter the technician was unable to enter the residence we called phone number ###-###-#### to advise that our technician was outside and looking to be let in to the residenceBecause we were unable to reach anyone, we were forced to leave a message on that number, take a description of the customer’s home from our technician, and move the technician on to his other scheduled stopsPer our records the technician left the home about 2:05PMOur records further indicate that we spoke with a “***” at 2:30PM and this person conveyed that she must have missed the knock on her door but was home and available to accept service at this timeWe made every attempt possible to get our technician back to the home to complete a service that day As a reschedule to the above missed appointment we arrived to the customer’s residence on to address the concern of the sofa and recliner making noises when they reclined While I understand the alleged account of events that occurred by the customer’s filed complaint, the technician report we were given indicates that the product’s demise is directly related to the accumulated abuse the item has received in its environment The report includes information that one of the sofa’s electronic outlets has been snapped off, there are multiple occurrences of scratches on the merchandise (new scratches that appeared in the six month timeframe in between our first visit and this visit) and the sofa was in overall poor conditionThe recliner was reported to us as showing the same signs of extreme wear – the outside arm had material that suffered a scrape (estimated at inches) and other areas of cosmetic damages As per the Revdex.com’s documentation this complaint was sent to you on Our records indicate that the customer last spoke with the highest levels of our Customer Care Organization on and has been advised that regretfully we are unable to take responsibility or ownership for the concerns due to the extremely poor condition this merchandise is in combined with the fact that the concerns the customer is experiencing (bent mechanisms/non working electrical components) are not related to a problem we can take ownership or responsibility for The [redacted] Protection plan this customer purchased offers an extensive amount of coverage against one time accidental damages and/or manufacturing defectsGiven the amount of accumulated damages that exist here and the report of two separate service technicians confirming these damages are not related to factory defects, this claim qualifies in no way for warranty coverage under the purchased planWe remain very sorry that we are unable to offer this consumer any recourse for these concerns Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, address provided here, and email addressI also searched thru the purchases from every customer on by last name and have yet to produce and account that matches this posting Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] ) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred By [redacted] ’s guidelines this is not a verifiable accident This set was purchase in March The pieces carried with them a one year warranty against manufacturing defects That year warranty expired two years ago We did send our tech to the home, free of charge for a “Best Effort Service” January 31, He looked at the dresser and deemed it was un-repairable As it was outside of warranty at that time, we had no recourse to offer We regret that we are unable to offer recourse to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smoothThis is definetly a crack, which just appearedI still cant understand how a person, without actually looking at the material, and not a D photo, can determine the origin Sincerely, [redacted]
Dear Revdex.com, We are very sorry that this customer waited for months for a special order color and then a piece failed The replacement piece is available and we have ordered it We do have to wait for the manufacturer to make the customer’s piece to match the special order color this customer requested We can certainly offer compensation for this extreme inconvenience We can completely understand why this would be frustrating to the customerIf this customer is willing to wait for the new chaise to be made specifically for them, we can absolutely offer to compensate them for this inconvenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
minor-latin;">Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion Normally we offer any type of additional apology strictly in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount While it is not procedure to so we have already offered to work above and beyond our process to accommodate this individual’s demandsAs a retailer we are unable to offer apology amounts based off of any individual’s time and product that stands in the customer’s possession in factory fresh condition is not eligible for a further discount In addition to already offering a monetary refund as a form of apology we made this offer to our customer prior to the delivery being completed on This was our second attempt to again work at full capacity to satisfy the frustrations we caused our customer While we are genuinely very sorry for the amount of time our customer had to spend on the phone with us, our records indicate that we were taking the appropriate time to listen and acknowledge our customer’s angst the moment it was being presented to us At this time we can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99)and in addition we will mail out a Bobs Discount Furniture Gift Card for $ Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’We will make the appropriate arrangements to refund the delivery fee charge as indicated on the customer’s sales receipt (this will need to be completed by a Corporate Check Request and can take up to 7- business days to arrive to the billing address)The Bobs Discount Furniture Gift Card will be mailed to the below name/address within 7-business days of their response being received Check & Gift Card will be mailed separately to: [redacted] ** [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">We are very sorry for the miscommunication on the deliveries The customer had two separate orders The agent that the customer spoke with did confirm the delivery for They were not aware that there was a different order That was a preventable error We are very sorry for that The customer had the choice of accepting the delivery on or refusing and rescheduling They chose to accept The rooms were not ready for the team to assemble the merchandise because the customer expected to receive the delivery the following day The team called into Bob’s per policy to state that the customer was accepting the merchandise unassembled The customer agreed to accept delivery and that we would not be able to send the team back to assemble This is on a recorded call Normally we offer any type of apology in the form of a Bobs Discount Furniture store credit because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the miscommunication on the delivery date and the agent not realizing that there were two orders scheduled for different days and the customer having issues with the assembly and finding the legs we would like to offer the customer a store credit of $ If the customer would like to accept this offer they can reply to the Revdex.com that they accept and I will have the credit processed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### 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 from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- size="3"> We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise This was not reported as an accident Lying on the bed is not an accident, so the claim was denied If this customer had called it in as damage done while vacuuming, that probably would have been covered When it was reported to us the [redacted] would not be able to cover this claim a member of the executive team called this customer and left a message that we were looking to schedule a service to see if we did have any options on the bed rails and the damage to a chest that was also reported This customer chose not to return our call and schedule the tech When the customer called in and requested to speak with a department lead, that lead again offered to schedule the service, the customer refused This bed is no longer available from the manufacturer The rail can not be replaced If that was an option, it would have already been offeredWe can not offer any options if this customer does not allow us to inspect the piece to see if there is any manufacturing defects, or any way to repair it If this customer would instead like us to refund the money paid on this order for the [redacted] protection plan, I will grant that request and process the refund for $ This will eliminate all warranties and protection plans on this order Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, I spoke with [redacted] on 4/4/and she expressed her disatisfaction with the furniture she purchasedI explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something different; [redacted] refused and demanded a full refund I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused Bob's Discount Furniture appreciates ***'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality
Good Afternoon ***, I am so sorry that you are experiencing concerns with your sofa and loveseat purchased from Bobs Discount FurnitureI completely understand how frustrating it must have been to be told we were unable to provide you with further resolution and I assure you that Bobs Discount Furniture truly wishes to help every customer who has a product concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelinesThe Goof Proof Information sheet you are referring to states that animal damage from bodily fluid is coveredI can also send a copy of the [redacted] contract to your home if this isn’t something you received from that company shortly after delivery This contract goes into detail about what is not covered since our sales flyer is meant to provide you with a general overview of what is coveredThe sales flyer also states that accidental damages such as rips and tears are covered through the [redacted] Company and not Bobs Discount FurnitureIf you and your family are aware of an accident, other than scratches from your cat, which caused this damage, I would encourage you to contact [redacted] and report this information directly to themAs this protection is for accidents (stated on the flyer you are referring to) it does not cover pet damages from teeth or claws because this is considered a preventable occurrence rather than an accident In our conversations with you previously we were seeking to provide you care and education that animal damage from a scratch is not coveredWe didn’t want to refer you to a third party company when we knew they would deny your claim and I am sorry that our effort to prevent you from experiencing further disappointment caused you so much annoyanceThe protection plan we sell is honorable just as clay Bob depicts, like many other protection plans you can purchase on your automobile and your electronics there are exclusions in order to keep this plan fair for all consumers alikeIt makes me very sad that you feel you were lied to and we will certainly address this sales professional’s presentation as honesty and transparency are part of our core values Our records indicate that the technician we sent to your home offered to service these damages for you as a courtesy and you refused this serviceWe normally do not service customer caused damages and we were trying our very best to reach out and assist you at that timeI apologize again but we are unable to take responsibility for these damages, therefore as a furniture retailer we are unable to offer you recourse for these damagesHave you already tried to report this damage through [redacted] ? If you have been denied through that company you can respond to me through this channel and I can look into trying to get that denial overturned based on what information you gave to them Thank you for your time [redacted] and I apologize again that you are experiencing so much frustration while trying to get your concern resolved, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of useAttempts to smooth out wrinkles resulted in fibers coming out Cushioning has also became lumpyCompany very defensive & unresponsiveSuch furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat uponThis company should not be in business
Complaint: [redacted] I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couchI will be contacting the attorney general's office advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warranteewitnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of with cancer and myselfI have attached two photos showing the needle sticking out and the wood frame broken Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies At this time we see there is a one-time courtesy reselection for the mattresses pending We can offer compensation in the form of store credit now, if the customer is looking to upgrade to more expensive mattresses or we can offer to compensate once the mattress have been delivered If this customer chooses to wait to be compensated after delivery is completed, we will offer this customer a refund of the delivery fee ($229.99) as a final form of our apologyPlease advise if the customer accepts this generous offer of compensation I will then create the necessary paperwork In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to [redacted] via telephone today (7.29.2014) Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer so that I may adequately verify [redacted] ’s concerns and further research what options for resolution we have available to offer our customerUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this setI have at least one friend who has had similar issues with their set and with Bob's as a wholeThey delivered a new coffee table to them rather than all of these service callsThe service call to repair was had and repair man said it needed a new legBob's refused to give a new legThey then requested another service call where we would have to be home for hour window this would be 4th time! I requested to bring table to Bobs and get new one I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptableI can provide commentary from social media regarding this set if necessary Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience that multiple deliveries caused our customerWe can certainly understand the customer’s frustration 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 usWhile it is not procedure to so we recognized that we have failed our customer and the store immediately offered to waive the delivery fee for the inconvenience The remaining pieces of the bed that were on backorder, the storage drawers are scheduled to be delivered on 4/4/ At that time the bed will be completed We are very sorry that we had to inconvenience this customer with multiple deliveries Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because:I have attached my flyer for goof proof provided from and as you can see there was NO miss communication the sales associate circled the protections covered to assure us this was in fact coveredI also attached the NEW flyer from Bob web site and if you notice there is now and [redacted] stating exclusions applyMy flyer from did not have thisI have also attached the only other piece of paper provided to me (besides my receipt) that has the sales associated Name and again it has the Good proof information circledAs you can see from the fly it shows Rip's, Tear's, Punctures & burns all covers no Where on this fly does it have ANY exclusionsSo once again I will request you honor your warranty or refund me my full amount of the Goof Proof ProtectionIf needed I can provide you your invoice Sincerely, [redacted]
Good Morning 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, as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away, of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee charged We will honor the customer’s request to have the sleeper exchanged The paperwork has been created the customer needs to schedule an exchange date We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the sleeper has been exchanged 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 conditionAny further apology would be as a Bob’s Gift Card 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 (***) and schedule the exchange Once the credit card number is entered into the transaction the refund of the delivery fee should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### 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 from schedule the pick up complete the processing o Advise the store what day you would prefer to schedule the exchange [redacted] Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning ***, I am very sorry that the receipt of your part order has been delayed so much and also that you had to endure any inconvenience with the delivery of your new bedroom setIt is never our intention to disappoint our customers, let alone on multiple occasions In regards to your bedroom set, our records reflect that as of (yesterday) we spoke with you and scheduled to re-deliver you factory fresh pieces due to the parts order arriving incompletely for the legsOur records also reflect that on we confirmed the updated estimated arrival time of your purchased part order (seat –casing and core)I understand at this time our apologies to you are rather empty because you have been waiting so long for these parts to arrive and I assure you that we have been working at full capacity to ensure your part is on its way to youThe information our Customer Care Agent’s have been providing you was accurate to what our computer system was reflecting on that date and time I have completed some extensive research on your behalf and have been educated that this order was originally ordered with the vendor ***, but then [redacted] was bought out by ***A number of our orders got lost, as the company was taken overWe do now have confirmation that our orders have been put on a container (to be shipped across the ocean), and they are due to arrive to us in the middle of JulyOnce the order comes into our CT distribution center it can then begin its [redacted] processI expected that we should have a tracking number for you closer to the middle of JulyI am genuinely very sorry that the business between furniture manufacturers has caused any delay in you receiving your order and I look forward to satisfying you during your upcoming delivery Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
minor-latin;">Good Afternoon Revdex.com, While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment Our records indicate that this merchandise was delivered to the customer on During our first service visit on the service technician reported that he adjusted the reclining mechanisms on the recliners and the cause of these not working properly was directly related to the merchandise not being used in conjunction with specifications While this technician was in the home he also logged touching up scratches on the merchandiseAt this point in time the customer had the merchandise for over three months in their possession with no reported cosmetic damages to us (the business)The scratches were directly related to something that occurred in the home and our technician did the consumer a courtesy (at no charge) by repairing merchandise that had been directly damaged by the consumer or the environment the merchandise is kept in Normally the ‘ [redacted] ***’ plan requires that any accident, for example scratches that appear on merchandise three months after the point of delivery, be reported to a separate third party company As a retailer we make this perfectly clear within the documents provided at the time of sale On this initial service visit Bobs Discount Furniture made an extreme effort to help this customer directly instead of referring them somewhere else Approximately five months later this customer contacted us and advised us that the sofa and recliner were making noises when they reclinedWe scheduled a service for to address this concern On our technician most certainly showed up to the residence to perform this serviceOur records verify that not only did we show up, we made a call ahead to the customer over an hour in advance letting them know we were on our wayFollowing our normal, successful protocols we arrived to the customer’s residence within the estimated timeframe our automated system providesAfter the technician was unable to enter the residence we called phone number ###-###-#### to advise that our technician was outside and looking to be let in to the residenceBecause we were unable to reach anyone, we were forced to leave a message on that number, take a description of the customer’s home from our technician, and move the technician on to his other scheduled stopsPer our records the technician left the home about 2:05PMOur records further indicate that we spoke with a “***” at 2:30PM and this person conveyed that she must have missed the knock on her door but was home and available to accept service at this timeWe made every attempt possible to get our technician back to the home to complete a service that day As a reschedule to the above missed appointment we arrived to the customer’s residence on to address the concern of the sofa and recliner making noises when they reclined While I understand the alleged account of events that occurred by the customer’s filed complaint, the technician report we were given indicates that the product’s demise is directly related to the accumulated abuse the item has received in its environment The report includes information that one of the sofa’s electronic outlets has been snapped off, there are multiple occurrences of scratches on the merchandise (new scratches that appeared in the six month timeframe in between our first visit and this visit) and the sofa was in overall poor conditionThe recliner was reported to us as showing the same signs of extreme wear – the outside arm had material that suffered a scrape (estimated at inches) and other areas of cosmetic damages As per the Revdex.com’s documentation this complaint was sent to you on Our records indicate that the customer last spoke with the highest levels of our Customer Care Organization on and has been advised that regretfully we are unable to take responsibility or ownership for the concerns due to the extremely poor condition this merchandise is in combined with the fact that the concerns the customer is experiencing (bent mechanisms/non working electrical components) are not related to a problem we can take ownership or responsibility for The [redacted] Protection plan this customer purchased offers an extensive amount of coverage against one time accidental damages and/or manufacturing defectsGiven the amount of accumulated damages that exist here and the report of two separate service technicians confirming these damages are not related to factory defects, this claim qualifies in no way for warranty coverage under the purchased planWe remain very sorry that we are unable to offer this consumer any recourse for these concerns Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, address provided here, and email addressI also searched thru the purchases from every customer on by last name and have yet to produce and account that matches this posting Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, size="3"> We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] ) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claimI have also attached a copy of the [redacted] handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims [redacted] is a third party insurance company Like any other insurance policy they accept claims that are submitted with when the damage occurred (within days of being reported) and how the damage occurred (to show that it was an accident and not misuse) [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claimThe customer reported that they did not know how this damage occurred By [redacted] ’s guidelines this is not a verifiable accident This set was purchase in March The pieces carried with them a one year warranty against manufacturing defects That year warranty expired two years ago We did send our tech to the home, free of charge for a “Best Effort Service” January 31, He looked at the dresser and deemed it was un-repairable As it was outside of warranty at that time, we had no recourse to offer We regret that we are unable to offer recourse to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smoothThis is definetly a crack, which just appearedI still cant understand how a person, without actually looking at the material, and not a D photo, can determine the origin Sincerely, [redacted]
Dear Revdex.com, We are very sorry that this customer waited for months for a special order color and then a piece failed The replacement piece is available and we have ordered it We do have to wait for the manufacturer to make the customer’s piece to match the special order color this customer requested We can certainly offer compensation for this extreme inconvenience We can completely understand why this would be frustrating to the customerIf this customer is willing to wait for the new chaise to be made specifically for them, we can absolutely offer to compensate them for this inconvenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
minor-latin;">Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion Normally we offer any type of additional apology strictly in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount While it is not procedure to so we have already offered to work above and beyond our process to accommodate this individual’s demandsAs a retailer we are unable to offer apology amounts based off of any individual’s time and product that stands in the customer’s possession in factory fresh condition is not eligible for a further discount In addition to already offering a monetary refund as a form of apology we made this offer to our customer prior to the delivery being completed on This was our second attempt to again work at full capacity to satisfy the frustrations we caused our customer While we are genuinely very sorry for the amount of time our customer had to spend on the phone with us, our records indicate that we were taking the appropriate time to listen and acknowledge our customer’s angst the moment it was being presented to us At this time we can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99)and in addition we will mail out a Bobs Discount Furniture Gift Card for $ Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’We will make the appropriate arrangements to refund the delivery fee charge as indicated on the customer’s sales receipt (this will need to be completed by a Corporate Check Request and can take up to 7- business days to arrive to the billing address)The Bobs Discount Furniture Gift Card will be mailed to the below name/address within 7-business days of their response being received Check & Gift Card will be mailed separately to: [redacted] ** [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">We are very sorry for the miscommunication on the deliveries The customer had two separate orders The agent that the customer spoke with did confirm the delivery for They were not aware that there was a different order That was a preventable error We are very sorry for that The customer had the choice of accepting the delivery on or refusing and rescheduling They chose to accept The rooms were not ready for the team to assemble the merchandise because the customer expected to receive the delivery the following day The team called into Bob’s per policy to state that the customer was accepting the merchandise unassembled The customer agreed to accept delivery and that we would not be able to send the team back to assemble This is on a recorded call Normally we offer any type of apology in the form of a Bobs Discount Furniture store credit because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the miscommunication on the delivery date and the agent not realizing that there were two orders scheduled for different days and the customer having issues with the assembly and finding the legs we would like to offer the customer a store credit of $ If the customer would like to accept this offer they can reply to the Revdex.com that they accept and I will have the credit processed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### 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 from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- size="3"> We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise This was not reported as an accident Lying on the bed is not an accident, so the claim was denied If this customer had called it in as damage done while vacuuming, that probably would have been covered When it was reported to us the [redacted] would not be able to cover this claim a member of the executive team called this customer and left a message that we were looking to schedule a service to see if we did have any options on the bed rails and the damage to a chest that was also reported This customer chose not to return our call and schedule the tech When the customer called in and requested to speak with a department lead, that lead again offered to schedule the service, the customer refused This bed is no longer available from the manufacturer The rail can not be replaced If that was an option, it would have already been offeredWe can not offer any options if this customer does not allow us to inspect the piece to see if there is any manufacturing defects, or any way to repair it If this customer would instead like us to refund the money paid on this order for the [redacted] protection plan, I will grant that request and process the refund for $ This will eliminate all warranties and protection plans on this order Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, I spoke with [redacted] on 4/4/and she expressed her disatisfaction with the furniture she purchasedI explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something different; [redacted] refused and demanded a full refund I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused Bob's Discount Furniture appreciates ***'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality
Good Afternoon ***, I am so sorry that you are experiencing concerns with your sofa and loveseat purchased from Bobs Discount FurnitureI completely understand how frustrating it must have been to be told we were unable to provide you with further resolution and I assure you that Bobs Discount Furniture truly wishes to help every customer who has a product concern The time of sale is an extremely exciting experience, not only for you but for your sales person as wellI truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead youThe protection plan is an enormously valuable return on your investment when used with the appropriate guidelinesThe Goof Proof Information sheet you are referring to states that animal damage from bodily fluid is coveredI can also send a copy of the [redacted] contract to your home if this isn’t something you received from that company shortly after delivery This contract goes into detail about what is not covered since our sales flyer is meant to provide you with a general overview of what is coveredThe sales flyer also states that accidental damages such as rips and tears are covered through the [redacted] Company and not Bobs Discount FurnitureIf you and your family are aware of an accident, other than scratches from your cat, which caused this damage, I would encourage you to contact [redacted] and report this information directly to themAs this protection is for accidents (stated on the flyer you are referring to) it does not cover pet damages from teeth or claws because this is considered a preventable occurrence rather than an accident In our conversations with you previously we were seeking to provide you care and education that animal damage from a scratch is not coveredWe didn’t want to refer you to a third party company when we knew they would deny your claim and I am sorry that our effort to prevent you from experiencing further disappointment caused you so much annoyanceThe protection plan we sell is honorable just as clay Bob depicts, like many other protection plans you can purchase on your automobile and your electronics there are exclusions in order to keep this plan fair for all consumers alikeIt makes me very sad that you feel you were lied to and we will certainly address this sales professional’s presentation as honesty and transparency are part of our core values Our records indicate that the technician we sent to your home offered to service these damages for you as a courtesy and you refused this serviceWe normally do not service customer caused damages and we were trying our very best to reach out and assist you at that timeI apologize again but we are unable to take responsibility for these damages, therefore as a furniture retailer we are unable to offer you recourse for these damagesHave you already tried to report this damage through [redacted] ? If you have been denied through that company you can respond to me through this channel and I can look into trying to get that denial overturned based on what information you gave to them Thank you for your time [redacted] and I apologize again that you are experiencing so much frustration while trying to get your concern resolved, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Sofa is covered w/cheap, thin material which developed many permanent creases after only days of useAttempts to smooth out wrinkles resulted in fibers coming out Cushioning has also became lumpyCompany very defensive & unresponsiveSuch furniture may appear attractive but should only be purchased & used as stage furniture which will not be sat uponThis company should not be in business
Complaint: [redacted] I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couchI will be contacting the attorney general's office advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warranteewitnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of with cancer and myselfI have attached two photos showing the needle sticking out and the wood frame broken Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies At this time we see there is a one-time courtesy reselection for the mattresses pending We can offer compensation in the form of store credit now, if the customer is looking to upgrade to more expensive mattresses or we can offer to compensate once the mattress have been delivered If this customer chooses to wait to be compensated after delivery is completed, we will offer this customer a refund of the delivery fee ($229.99) as a final form of our apologyPlease advise if the customer accepts this generous offer of compensation I will then create the necessary paperwork In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to [redacted] via telephone today (7.29.2014) Bobs Discount Furniture cares very much for every one of our customers and we appreciate the opportunity to exemplify that when ever it is possibleI am awaiting an email conformation with photo(s) from our customer so that I may adequately verify [redacted] ’s concerns and further research what options for resolution we have available to offer our customerUpon verifying this I will proceed to process a resolution that [redacted] agrees is satisfactory for this concern Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this setI have at least one friend who has had similar issues with their set and with Bob's as a wholeThey delivered a new coffee table to them rather than all of these service callsThe service call to repair was had and repair man said it needed a new legBob's refused to give a new legThey then requested another service call where we would have to be home for hour window this would be 4th time! I requested to bring table to Bobs and get new one I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptableI can provide commentary from social media regarding this set if necessary Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience that multiple deliveries caused our customerWe can certainly understand the customer’s frustration 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 usWhile it is not procedure to so we recognized that we have failed our customer and the store immediately offered to waive the delivery fee for the inconvenience The remaining pieces of the bed that were on backorder, the storage drawers are scheduled to be delivered on 4/4/ At that time the bed will be completed We are very sorry that we had to inconvenience this customer with multiple deliveries Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because:I have attached my flyer for goof proof provided from and as you can see there was NO miss communication the sales associate circled the protections covered to assure us this was in fact coveredI also attached the NEW flyer from Bob web site and if you notice there is now and [redacted] stating exclusions applyMy flyer from did not have thisI have also attached the only other piece of paper provided to me (besides my receipt) that has the sales associated Name and again it has the Good proof information circledAs you can see from the fly it shows Rip's, Tear's, Punctures & burns all covers no Where on this fly does it have ANY exclusionsSo once again I will request you honor your warranty or refund me my full amount of the Goof Proof ProtectionIf needed I can provide you your invoice Sincerely, [redacted]
Good Morning 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, as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away, of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee charged We will honor the customer’s request to have the sleeper exchanged The paperwork has been created the customer needs to schedule an exchange date We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures Once the sleeper has been exchanged 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 conditionAny further apology would be as a Bob’s Gift Card 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 (***) and schedule the exchange Once the credit card number is entered into the transaction the refund of the delivery fee should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### 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 from schedule the pick up complete the processing o Advise the store what day you would prefer to schedule the exchange [redacted] Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison