Good Morning Revdex.com, size="3"> Please provide the customer with our apologies for any confusion or disappointment present from the service call we provided on As this customer has selected to use the mediation services of the Revdex.com please advise that this communication is the escalated call back from the highest level of customer care available the customer has been expecting Our technician’s report depicts the following: sofa – right side facing seat has a slight compression, wear and tear, compared to the other seats its a little different, just because of the wear and tear normal/good Our business has explained to our customer (our records show the last conversation was on 10.21.2015) from various levels that the concern the merchandise is experiencing is the result of nearly two and ½ years of usage in the home (as our technician’s report depicts above)The protection plan/warranty that is active on this merchandise covers manufacturing defects and/or most in home accidental occurrences resulting in damageThe protection plan does not (like many other extended warranties sold in our industry) cover wear and tear Because our customer was upset and communicating this to us on 10.21.2015, we did try to offer a one time courtesy resolution of ordering replacement parts however upon further research our agent discovered that the vendor of this sofa no longer makes parts for this setAs the retailer we are unable to take ownership for a concern that results from wear and tearWhile we sincerely wish we could resolve every concern there are guidelines in place to keep resolutions fair for all customers alike If the customer wishes to dispute the validity of our technician’s report please have them send in photos of their merchandise (thru this Revdex.com channel they have selected to open) and we will review these pictures with our Service Management Team to see what, if any, further courtesy offers we can make to this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushionsBut that is not my issue at this point! I agreed to that because that was my only option at that pointPlus I don't understand why the replacement of my other couch has anything to do with THIS problemI didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of themThey said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handledSo does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made wellI also can't help it if my dog threw up on the back pillowsthat according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullifiedMy issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you aboutI know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof WarrantyWhat good is the Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $back that I paid for this Warranty because we bought the couches in and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back! Thank You *** [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Good Morning ***, I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping timeOur extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipmentAs of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted Kind Regards, [redacted]
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case our records (at Bobs Discount Furniture) cite that the customer conveyed to us that scratches occurred on a table from “wiping it down”The act of wiping down a table is not considered an accident as you are intentionally cleaning the table so if this is literally how the occurrence was reported to Guardian and the table actually shows scratching the denial result will not be able to be overturned as the report doesn’t convey an accident or match the damages presentThe coverage terms and conditions are fully being honored if the customer attempted to make a claim as listed abovePlease note that a scratch in wood is not the same as a breakage of wood, this can be determined on the difference in the definition of each word alone Like any other protection plan sold on automobiles, electronics, or even home appliances terms and conditions must be adhered to and exclusions apply in order to keep the plan fair for all consumers alikeShould the customer wish to provide us with photos (via this Revdex.com channel) and an accidental report that coincides with the evidence in the pictures we will look into this claim further and see what, if anything, Bobs Discount Furniture is able to offer directly to appease this individual’s demands We look forward to receiving the requested information via this Revdex.com Channel and will follow up accordingly after our review is completed
Good Afternoon Revdex.com- We are very sorry for any miscommunication that occurred and for the inconvenience this customer has experienced The parts are located in our Connecticut facility No one would have been able to come fix the broken leg the same day The parts have been shipped and the customer has been scheduled for the part installation We welcome the customer to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has her direct number Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We sincerely apologize to this customer for our failings I do not see that any request for a Breakfast with Bob’s was entered until the customer received her timeframe call, two days before At that point it was too late to have it re-routed I understand this customer may have been lead to believe they were locked in, but that was incorrect For this failure we will absolutely be able to offer compensation I am offering to compensate this customer for the Bob’s failures as a $gift card I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be 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 Kindest Regards, Tracy S [redacted] Customer Care Corporate Liaison Bob’s Discount Furniture
Good Morning ***, I apologize that you are experiencing issues with the product you have purchased from Bobs Discount FurnitureI assure you that Bobs considers our customers to be the most important part of our business and we seek to resolve our customer’s concerns by applying care and offering fair options I have mailed you (to the address you have listed in this complaint) a copy of the [redacted] plan/terms and conditions your merchandise maintains coverage under and I am very sorry that it has taken this long to obtain these documents I have also reached out to the [redacted] company to see why your claim was denied so I may have all the facts to assist you furtherAs I await their response with your claim details, I ask that you forward me current photos of your merchandise and the concerns you have with itPlease send a minimum of (2) photo(s) that depict an overall view on the pieces themselves so we may as the condition your merchandise has been upheld in as well as the damage If you’d like you may send me these photos through this channel or directly to me at [redacted] I look forward to finding an avenue to resolve your merchandise concerns and earn your trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am very sorry for the inconvenience that our error caused you, I am truly embarrassed by the lack of care you received from us and I assure you that Bobs will make an effort to make our failure right by you Bob’s prides itself on providing you quality service and the best value product for the priceOur primary focus is on making it right so that you are satisfied with the product that you have purchased from usWe currently have an even exchange scheduled for to resolve your concern While it is not procedure to do so, I recognize that we have caused you a great deal of inconvenience For that reason, I will make a note that once we have made everything right, we will review your account to determine if further action should to be taken Upon completion of your exchange, the delivery driver is expected to call into our Customer Care Department to allow us to speak directly with you and this time if you are still unsatisfied we can discuss what action we can offer to further resolve your concerns I apologize to you again [redacted] for our failure and the product failure causing you stress Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate 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 September 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 In determining there is a manufacturing defect we would offer parts and service first 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 We support our technicians Our technicians are well trained and we count on them to be our eyes in the field We do have a process in place for a customer disputing a technicians finding We ask that the customer send it photos to us for review We welcome this customer to submit photos through the Revdex.com mediation service to support their claim that this damage is manufacturing in nature and did not result in an accident or misuse Please submit a minimum of photos One photo close up of the damage and one from a few feet back showing the overall condition of the pieces in the home Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
size="3">Good Afternoon Revdex.com, While we are very sorry that the customer experienced any concerns with [redacted] while reporting their claim, we have not been given any opportunity to handle this concern directly prior to the customer reporting to the Revdex.comOur records also indicate that the customer received a store credit from a previous Revdex.com post in to obtain their current setI cannot speak directly for [redacted] however I do not believe that two kids yanking on a handle of a mechanism that is nearly five years old- can be considered an accident by any protection plan’s estimate Although the customer is completely outside of any direct coverage thru Bobs Discount Furniture we are happy to offer a courtesy service on the merchandise to reattach the snapped handle(s) and/or review the merchandise to see if there are any manufacturing defects present within the mechanisms themselvesIf a part needs to be purchased in order to rectify the concern we would expect that the customer pay for that (if part is available thru vendor) but we will offer to complete any installation at no charge to the customer If the customer would like to receive this option please ask that they contact us directly in Customer Care (###-###-####) so that we are provided an actual chance to help the customer directlyTheir account has been fully updated with the notes of this offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 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 We have already processed the entire delivery fee back as a refund for the extreme inconveniences We are very sorry that the part order was scheduled like it was a service, wasting the customer’s valuable time We have reached out to the manager of the parts department to expedite this part order Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- size="3"> We were willing to work with [redacted] to reinstate the credit, but for a very limited time [redacted] will allow weeks or until 8/9/ We will work with the customer to find something in stock that she can take immediate delivery on We have already reached out to the store and the customer to advise that this time limit is set in stone and can not be extended again Kindest Regards, Tracy Sa [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on my apologies that this customer received such a run around while trying to get her concerns resolvedAs Bobs Discount Furniture is truly a dependable and trustworthy company we have already offered this customer a valuable resolution for her concernsOur records indicate that on we placed an internal credit into our system so that she may reselect a new set Please let me know if our customer has any additional questions or concerns I can be of assistance with Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies to our customer for the aggravation we have causedWhile it is procedure for our technician’s to call in using the customer’s phone (so we have the appropriate time to speak with the customer directly while the technician moves onto his next assignment) there is no excuse for the allegations of an extreme language barrier or improper preparedness of the technicianWe thank our customer for escalating these concerns and assure our customer that these are offenses we consider unacceptable We have reviewed the customer’s product concern at an executive level and agree with our customer that the nature of this concern is relatable to the coverage associated with the purchased protection plan The current sectional is not a part of our stocked product line up any longer and for any single claim, the limit of liability under this plan is the replacement of the affected furniture item with a new replacement piece of equal value, excluding taxes per the state law of MA We are happy to offer the customer a reselection credit totaling the price paid for the five (5) sectional pieces originally purchasedPer the customer’s invoice this amount totals to: $2, This option for resolution fulfills the protection plan originally purchased and will allow the customer to visit any Bobs Discount Furniture showroom within the next two (2) months and select another living room set using their associated store creditThe plan will also cover the cost of delivering the new merchandise selected and removing the five (5) sectional pieces currently in the home on the same dateWe fully expect to remove all sectional pieces receiving credit on the same date we deliver the newly selected items Should the customer wish to have this option for resolution processed please ask that they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the necessary paperwork and have our retail location reach out to them with notice of the active store credit Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the first proposed option is the best for our interestThe first proposed resolution is: "we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line upPlease communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection." Sincerely, [redacted]
15pt;">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 exchange was made in SeptThis was a claim through [redacted] , a completely separate company from Bobs The pieces were purchased with a one year manufacturer’s warranty This warranty expired over two years ago Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over three years and in that three year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over two years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and careAs with most protection plans the [redacted] purchased does not cover wear and tear this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 60% of the original cost you paid for both the Sofa and the Loveseat from your ‘San Diego’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison Tell us why here
Good Afternoon Revdex.com, Please pass on my sincerest apologies to this customer for the terrible sales experience she had with usI assure her that Bobs Discount Furniture operates on core values such as honesty and integrityIt is as equally disappointing to us as it is to her, that we cannot provide the table she desired most and having been with this company for many years I am certain that our business practices have never and will never include deception of our adored customers We absolutely take responsibility for not being able to provide this customer with the merchandise we told her we would have for herI also find it quite embarrassing that a member of our Customer Care team would place any type of blame or responsibility back onto our store and I am so sorry that this customer’s concern was met with a lack of ownership from our responding agentWe are a team and when any part of our team fails our customer, we all failRegretfully on all levels of our company we are unable to discount our new merchandise past the already discounted price we offer it atThe only time the price of our product may change is when the item is something that we are depleting from our current/future stockThis change is placed in by our Merchandising Department and our retail locations will follow suit with updating their signage based on the communications they have received The $difference this customer is referring to is a package price and does not reflect the difference in pricing between the two tables she purchasedI checked with our warehouse and we currently still have stock of the original chairs she was interested in purchasing so if she would still like those lower priced chairs we can make that swap happen upon her requestHer original invoice reflects a price of $(for the black granite table we no longer carry) and her current invoice (for the brown marble table she has) reflects a price of $This difference in between the two tables equals $We can offer this customer a Bobs Discount Furniture Gift Card as a form of apology for the promise of a table that we never delivered in the amount of $We did not and never will mislead our customers into spending more money with us and I cannot apologize enough that this customer was left with any type of perception regarding an unfair and dishonest business practice Please let me know how this customer would like to proceed after reading our response and should our offer be accepted I will process the request to have this gift card directly applied to this customer’s internal account Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I apologize that you found my first response to be so unsatisfactoryRegretfully Bobs Discount Furniture is not in control of the shipment from our vendor being delayedThere are many factors to consider when merchandise is coming across the ocean and as stated previously we are just as disappointed as you are that we cannot deliver when initially promisedThe fact remains that we could get this shipment in sooner than anticipated and you may still be able to get this merchandise on the original date you selectedYou are not experiencing a failure from delivery therefore the delivery fee that is charged for the specific service of delivering/assembling your merchandise to your residence should be charged to youYou are experiencing a stock failure, our computer system that we trust on a daily basis read that we had this stock when you initially scheduledWe would never intentionally promise you something we didn’t believe wholeheartedly we could honor There are options available to you if you are unable to wait any longer for this productYou can visit our showroom and reselect to a different bedroom set with a credit based off the bed you have and the items you haven’t received You are also eligible to cancel the undelivered merchandise for a monetary refund as stated on your sales receiptIf you felt that this route was necessary I can also approve to have the delivered merchandise picked up and removed from your home for a monetary refund following its shipment to our distribution center We empathize with you and apologize again for this inconvenience however we are unable to offer compensation for an event that is beyond our controlBobs Discount Furniture prides itself on offering our customers the best quality merchandise for its price point and we are doing everything in our power to aide you in receiving the furniture you purchased from us Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The response from Bob’s Furniture is not accurateThe call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/ Four store managers sent many emails to their Customer Service over a year spanYour neglect to respond to does not give you the right to honor the Manufacturer’s Warranty I was never told by anyone, that the Manufacturer’s Warranty is for service only I was not given any papers on their warrantyPlease send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts [redacted] Sincerely, [redacted]
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 I will accept the monetary refund of $processed to my Wells Fargo financing account Sincerely, [redacted]
Good Morning Revdex.com, size="3"> Please provide the customer with our apologies for any confusion or disappointment present from the service call we provided on As this customer has selected to use the mediation services of the Revdex.com please advise that this communication is the escalated call back from the highest level of customer care available the customer has been expecting Our technician’s report depicts the following: sofa – right side facing seat has a slight compression, wear and tear, compared to the other seats its a little different, just because of the wear and tear normal/good Our business has explained to our customer (our records show the last conversation was on 10.21.2015) from various levels that the concern the merchandise is experiencing is the result of nearly two and ½ years of usage in the home (as our technician’s report depicts above)The protection plan/warranty that is active on this merchandise covers manufacturing defects and/or most in home accidental occurrences resulting in damageThe protection plan does not (like many other extended warranties sold in our industry) cover wear and tear Because our customer was upset and communicating this to us on 10.21.2015, we did try to offer a one time courtesy resolution of ordering replacement parts however upon further research our agent discovered that the vendor of this sofa no longer makes parts for this setAs the retailer we are unable to take ownership for a concern that results from wear and tearWhile we sincerely wish we could resolve every concern there are guidelines in place to keep resolutions fair for all customers alike If the customer wishes to dispute the validity of our technician’s report please have them send in photos of their merchandise (thru this Revdex.com channel they have selected to open) and we will review these pictures with our Service Management Team to see what, if any, further courtesy offers we can make to this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushionsBut that is not my issue at this point! I agreed to that because that was my only option at that pointPlus I don't understand why the replacement of my other couch has anything to do with THIS problemI didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of themThey said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handledSo does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made wellI also can't help it if my dog threw up on the back pillowsthat according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullifiedMy issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you aboutI know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof WarrantyWhat good is the Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $back that I paid for this Warranty because we bought the couches in and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back! Thank You *** [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Good Morning ***, I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping timeOur extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipmentAs of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted Kind Regards, [redacted]
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case our records (at Bobs Discount Furniture) cite that the customer conveyed to us that scratches occurred on a table from “wiping it down”The act of wiping down a table is not considered an accident as you are intentionally cleaning the table so if this is literally how the occurrence was reported to Guardian and the table actually shows scratching the denial result will not be able to be overturned as the report doesn’t convey an accident or match the damages presentThe coverage terms and conditions are fully being honored if the customer attempted to make a claim as listed abovePlease note that a scratch in wood is not the same as a breakage of wood, this can be determined on the difference in the definition of each word alone Like any other protection plan sold on automobiles, electronics, or even home appliances terms and conditions must be adhered to and exclusions apply in order to keep the plan fair for all consumers alikeShould the customer wish to provide us with photos (via this Revdex.com channel) and an accidental report that coincides with the evidence in the pictures we will look into this claim further and see what, if anything, Bobs Discount Furniture is able to offer directly to appease this individual’s demands We look forward to receiving the requested information via this Revdex.com Channel and will follow up accordingly after our review is completed
Good Afternoon Revdex.com- We are very sorry for any miscommunication that occurred and for the inconvenience this customer has experienced The parts are located in our Connecticut facility No one would have been able to come fix the broken leg the same day The parts have been shipped and the customer has been scheduled for the part installation We welcome the customer to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has her direct number Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We sincerely apologize to this customer for our failings I do not see that any request for a Breakfast with Bob’s was entered until the customer received her timeframe call, two days before At that point it was too late to have it re-routed I understand this customer may have been lead to believe they were locked in, but that was incorrect For this failure we will absolutely be able to offer compensation I am offering to compensate this customer for the Bob’s failures as a $gift card I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be 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 Kindest Regards, Tracy S [redacted] Customer Care Corporate Liaison Bob’s Discount Furniture
Good Morning ***, I apologize that you are experiencing issues with the product you have purchased from Bobs Discount FurnitureI assure you that Bobs considers our customers to be the most important part of our business and we seek to resolve our customer’s concerns by applying care and offering fair options I have mailed you (to the address you have listed in this complaint) a copy of the [redacted] plan/terms and conditions your merchandise maintains coverage under and I am very sorry that it has taken this long to obtain these documents I have also reached out to the [redacted] company to see why your claim was denied so I may have all the facts to assist you furtherAs I await their response with your claim details, I ask that you forward me current photos of your merchandise and the concerns you have with itPlease send a minimum of (2) photo(s) that depict an overall view on the pieces themselves so we may a
s the condition your merchandise has been upheld in as well as the damage If you’d like you may send me these photos through this channel or directly to me at [redacted] I look forward to finding an avenue to resolve your merchandise concerns and earn your trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning ***, I am very sorry for the inconvenience that our error caused you, I am truly embarrassed by the lack of care you received from us and I assure you that Bobs will make an effort to make our failure right by you Bob’s prides itself on providing you quality service and the best value product for the priceOur primary focus is on making it right so that you are satisfied with the product that you have purchased from usWe currently have an even exchange scheduled for to resolve your concern While it is not procedure to do so, I recognize that we have caused you a great deal of inconvenience For that reason, I will make a note that once we have made everything right, we will review your account to determine if further action should to be taken Upon completion of your exchange, the delivery driver is expected to call into our Customer Care Department to allow us to speak directly with you and this time if you are still unsatisfied we can discuss what action we can offer to further resolve your concerns I apologize to you again [redacted] for our failure and the product failure causing you stress Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate 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 September 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 In determining there is a manufacturing defect we would offer parts and service first 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 We support our technicians Our technicians are well trained and we count on them to be our eyes in the field We do have a process in place for a customer disputing a technicians finding We ask that the customer send it photos to us for review We welcome this customer to submit photos through the Revdex.com mediation service to support their claim that this damage is manufacturing in nature and did not result in an accident or misuse Please submit a minimum of photos One photo close up of the damage and one from a few feet back showing the overall condition of the pieces in the home Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
size="3">Good Afternoon Revdex.com, While we are very sorry that the customer experienced any concerns with [redacted] while reporting their claim, we have not been given any opportunity to handle this concern directly prior to the customer reporting to the Revdex.comOur records also indicate that the customer received a store credit from a previous Revdex.com post in to obtain their current setI cannot speak directly for [redacted] however I do not believe that two kids yanking on a handle of a mechanism that is nearly five years old- can be considered an accident by any protection plan’s estimate Although the customer is completely outside of any direct coverage thru Bobs Discount Furniture we are happy to offer a courtesy service on the merchandise to reattach the snapped handle(s) and/or review the merchandise to see if there are any manufacturing defects present within the mechanisms themselvesIf a part needs to be purchased in order to rectify the concern we would expect that the customer pay for that (if part is available thru vendor) but we will offer to complete any installation at no charge to the customer If the customer would like to receive this option please ask that they contact us directly in Customer Care (###-###-####) so that we are provided an actual chance to help the customer directlyTheir account has been fully updated with the notes of this offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 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 We have already processed the entire delivery fee back as a refund for the extreme inconveniences We are very sorry that the part order was scheduled like it was a service, wasting the customer’s valuable time We have reached out to the manager of the parts department to expedite this part order Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- size="3"> We were willing to work with [redacted] to reinstate the credit, but for a very limited time [redacted] will allow weeks or until 8/9/ We will work with the customer to find something in stock that she can take immediate delivery on We have already reached out to the store and the customer to advise that this time limit is set in stone and can not be extended again Kindest Regards, Tracy Sa [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on my apologies that this customer received such a run around while trying to get her concerns resolvedAs Bobs Discount Furniture is truly a dependable and trustworthy company we have already offered this customer a valuable resolution for her concernsOur records indicate that on we placed an internal credit into our system so that she may reselect a new set Please let me know if our customer has any additional questions or concerns I can be of assistance with Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our apologies to our customer for the aggravation we have causedWhile it is procedure for our technician’s to call in using the customer’s phone (so we have the appropriate time to speak with the customer directly while the technician moves onto his next assignment) there is no excuse for the allegations of an extreme language barrier or improper preparedness of the technicianWe thank our customer for escalating these concerns and assure our customer that these are offenses we consider unacceptable We have reviewed the customer’s product concern at an executive level and agree with our customer that the nature of this concern is relatable to the coverage associated with the purchased protection plan The current sectional is not a part of our stocked product line up any longer and for any single claim, the limit of liability under this plan is the replacement of the affected furniture item with a new replacement piece of equal value, excluding taxes per the state law of MA We are happy to offer the customer a reselection credit totaling the price paid for the five (5) sectional pieces originally purchasedPer the customer’s invoice this amount totals to: $2, This option for resolution fulfills the protection plan originally purchased and will allow the customer to visit any Bobs Discount Furniture showroom within the next two (2) months and select another living room set using their associated store creditThe plan will also cover the cost of delivering the new merchandise selected and removing the five (5) sectional pieces currently in the home on the same dateWe fully expect to remove all sectional pieces receiving credit on the same date we deliver the newly selected items Should the customer wish to have this option for resolution processed please ask that they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the necessary paperwork and have our retail location reach out to them with notice of the active store credit Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the first proposed option is the best for our interestThe first proposed resolution is: "we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line upPlease communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection." Sincerely, [redacted]
15pt;">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 exchange was made in SeptThis was a claim through [redacted] , a completely separate company from Bobs The pieces were purchased with a one year manufacturer’s warranty This warranty expired over two years ago Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over three years and in that three year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over two years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and careAs with most protection plans the [redacted] purchased does not cover wear and tear this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 60% of the original cost you paid for both the Sofa and the Loveseat from your ‘San Diego’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison Tell us why here
Good Afternoon Revdex.com, Please pass on my sincerest apologies to this customer for the terrible sales experience she had with usI assure her that Bobs Discount Furniture operates on core values such as honesty and integrityIt is as equally disappointing to us as it is to her, that we cannot provide the table she desired most and having been with this company for many years I am certain that our business practices have never and will never include deception of our adored customers We absolutely take responsibility for not being able to provide this customer with the merchandise we told her we would have for herI also find it quite embarrassing that a member of our Customer Care team would place any type of blame or responsibility back onto our store and I am so sorry that this customer’s concern was met with a lack of ownership from our responding agentWe are a team and when any part of our team fails our customer, we all failRegretfully on all levels of our company we are unable to discount our new merchandise past the already discounted price we offer it atThe only time the price of our product may change is when the item is something that we are depleting from our current/future stockThis change is placed in by our Merchandising Department and our retail locations will follow suit with updating their signage based on the communications they have received The $difference this customer is referring to is a package price and does not reflect the difference in pricing between the two tables she purchasedI checked with our warehouse and we currently still have stock of the original chairs she was interested in purchasing so if she would still like those lower priced chairs we can make that swap happen upon her requestHer original invoice reflects a price of $(for the black granite table we no longer carry) and her current invoice (for the brown marble table she has) reflects a price of $This difference in between the two tables equals $We can offer this customer a Bobs Discount Furniture Gift Card as a form of apology for the promise of a table that we never delivered in the amount of $We did not and never will mislead our customers into spending more money with us and I cannot apologize enough that this customer was left with any type of perception regarding an unfair and dishonest business practice Please let me know how this customer would like to proceed after reading our response and should our offer be accepted I will process the request to have this gift card directly applied to this customer’s internal account Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I apologize that you found my first response to be so unsatisfactoryRegretfully Bobs Discount Furniture is not in control of the shipment from our vendor being delayedThere are many factors to consider when merchandise is coming across the ocean and as stated previously we are just as disappointed as you are that we cannot deliver when initially promisedThe fact remains that we could get this shipment in sooner than anticipated and you may still be able to get this merchandise on the original date you selectedYou are not experiencing a failure from delivery therefore the delivery fee that is charged for the specific service of delivering/assembling your merchandise to your residence should be charged to youYou are experiencing a stock failure, our computer system that we trust on a daily basis read that we had this stock when you initially scheduledWe would never intentionally promise you something we didn’t believe wholeheartedly we could honor There are options available to you if you are unable to wait any longer for this productYou can visit our showroom and reselect to a different bedroom set with a credit based off the bed you have and the items you haven’t received You are also eligible to cancel the undelivered merchandise for a monetary refund as stated on your sales receiptIf you felt that this route was necessary I can also approve to have the delivered merchandise picked up and removed from your home for a monetary refund following its shipment to our distribution center We empathize with you and apologize again for this inconvenience however we are unable to offer compensation for an event that is beyond our controlBobs Discount Furniture prides itself on offering our customers the best quality merchandise for its price point and we are doing everything in our power to aide you in receiving the furniture you purchased from us Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The response from Bob’s Furniture is not accurateThe call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/ Four store managers sent many emails to their Customer Service over a year spanYour neglect to respond to does not give you the right to honor the Manufacturer’s Warranty I was never told by anyone, that the Manufacturer’s Warranty is for service only I was not given any papers on their warrantyPlease send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts [redacted] Sincerely, [redacted]
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 I will accept the monetary refund of $processed to my Wells Fargo financing account Sincerely, [redacted]