Good Morning Revdex.com, We agree with customer that in this case a refund for the twin beds is appropriate The paperwork has been created to process that request Please reply to Revdex.com that this is accepted and call the store with original method of payment [redacted] *** Please call ###-###-####, when you hear Bob start talking hit When the office answers tell them you have credit # [redacted] and you need to have your credit card number entered You can stop by the store with the card as well If you no longer have this card in use, please go to any Bob’s store with a photo ID and an alternate credit card We apologize that this was not already taken care of Kindest Regards, Tracy Sa [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have spoken with [redacted] this morning (10.01.2014) and provided her with my direct number for contact in the case that she ever needs further assistance with this concern in the futureWe genuinely apologize to [redacted] as we agree that having dealt with multiple defective products within a warranty period is a valid reason for us to consider making an exception to our established policies We have agreed to provide [redacted] with a monetary refund after the mattress and foundation have been removed from her residenceWe are currently scheduled to pick up this bedding set on Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please provide [redacted] with my apologies for the frustration he has been experiencing while seeking to resolve his concerns with the Bobs financing account he opened with usWe do expect our technicians to be honest while in our customer’s homes and while furniture is built on mass production assembly lines it is possible to encounter a line of products with similar defectsWe have since upgraded our Apollo line and worked with the manufacturer to ensure that we are offering our customers the best quality available at our valuable price points Bobs made this failure right by our customer and refunded the monies associated with the returned product to the financing account six months agoThe reason [redacted] has not received a return payment is due to his original delivery fee not being refunded to the financing accountThe payments he previously made went towards this charge for delivering the productMy best guess is that because the service of delivery is separate from the defective product itself and there was no delivery failure; our customer care department did not feel it valid in this scenario to refund the delivery fee initially chargedI can understand how [redacted] might see this differently and as a result of this acknowledgement I have processed a refund to his financing account in the amount of $(Delivery fee of $+tax)The order number associated with this refund is: [redacted] and I have mailed a printed copy of the refund order to the address [redacted] has listed in this claim In regards to the letter that [redacted] is seeking verifying his account status, I would encourage him to follow up with [redacted] directly after the final refund created today (7.25.2014) has posted to his accountIt can take up to a full billing cycle for this to occur however in my experience since there isn’t physical inventory associated with this refund I don’t expect it to take that long Please apologize to [redacted] again for me and please tell him if there is anything else I can be of help with he should feel welcome to respond to me via this channel [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">I spoke with Mrs [redacted] yesterday (11.18.2014) via phoneWe apologize for any and all inconveniences we have caused during the multiple delivery attempts Mrand Mrs*** have enduredMrs*** has my direct phone number and I have made agreements to follow up directly with her after her upcoming delivery on Thank You, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, We are very sorry that the delivery did not go as it should have We did complete the set up of the bed today Thursday The team found there was cosmetic damage on one piece, which has been set up for exchange next week We will certainly be able to offer compensation once the pieces in the home are in showroom quality Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, size="3"> Please pass on our sincerest apologies for the trash being left behind during delivery in March of I called this customer on (6:50pm) and left a message on their voicemail with my direct number to discuss this concern furtherPlease advise the customer we are happy to address this concern via telephone and if they are in agreement I can be reached at ###-###-#### Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, I called [redacted] this morning and left a message on her voicemail apologizing for the unforeseen failure that she had to deal with this past weekendI assure [redacted] that we did complete the White Glove Inspection prior to the merchandise leaving our distribution center in CTI certainly acknowledge [redacted] ’s frustrations and want to help her move forward in resolving this concernI have listed the two options for resolution below that I left on [redacted] ’s voicemail machine this morningI have also included a third option for [redacted] ’s review that would not require any more delivery/pick up attempts taking up her valuable time Option #1: We can remove the headboard/footboard/railings from the home and provide a monetary refund for the amount that was paid towards the bed itself -Or- Option #2: We can offer a ‘reselection’ store credit on the bedroom furniture that makes up the ‘Louie Set’ that was purchased [redacted] would be provided a store credit based on the total price paid for the set and may return to our showroom to select a new bedroom setWe would remove the current furniture in [redacted] ’s bedroom set and deliver the new product on the same delivery date -Or- Option #3: [redacted] agrees to keep the current bed she has ‘As is’ with no remaining warranty period on the bed and we will refund 50% of the original purchase price that was paid on the bed itself [redacted] has my direct phone number and is able to accept one of these options for resolution by contacting me via phone, emailing me at [redacted] , or responding to me via this Revdex.com channel Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are so sorry that our customer has been experiencing this concern since having her sleeper sofa delivered and we also apologize that our attempts to correct this product failure have caused our customer further inconveniencesWe are able to set up an installation for the new sleeper mechanism for as early as next week If our customer would like to take this installation please ask that they call us at ###-###-#### to schedule this service appointment I do understand the reasons behind our customer seeking a refund for the product and if our customer does not want to schedule a service appointment with us, we can offer our customer a reselection credit insteadWe would provide our customer with the full price originally paid for this sleeper sofa in the form of store credit Once the credit is entered, our customer can return to our showroom and select a different sleeper sofa (we have several made by different manufacturers) and we will remove the defective product on the same day we deliver the factory fresh product at no delivery charge to our customer Please let me know how our customer would like to proceed as I am eager to resolve these concerns and help to earn our customer’s trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bob's Discount Furniture offered me a $credit to use at their store, however, my purchase was $I don't agree with the policy and feel I was sold damaged merchandise upon first useI looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my homeI feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise Sincerely, [redacted] ***
Good Afternoon Revdex.com- 10pt;">We are very sorry for the inconvenience that this customer has endured I understand that they were probably very excited to get such a great deal, a huge discount on the piece Then they got to the store and you were told it was gone That was a very unfortunate and unfair position we put them in While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenWe have made several very fair offers to this customer, all of which have initially been refused We will stand behind the customer’s choice of the offers that were made to them by our lead Rowan They can accept the $gift card, as they have already been refunded for the sale that was canceled If they do not wish to accept this offer, they can reach back out to Rowan to discuss the other options that were presented to them We will not be able to offer a comparable chair That was a special deal on a floor model It is no longer available We are again very sorry; we have no other recourse to offer this customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3"> Please know that this is a duplicate complaint to complaint number: [redacted] (filed in December of and closed as ‘Assumed Resolved’) We are still very sorry for any inconvenience and unnecessary frustrations this product has caused our customer to feel and are still offering to replace this merchandise just as we were in our original response to this claim in December of Our records indicate no upcoming service appointment for this customer, the last visit to the home was made on and our service technician logged removing staples from the sofa and adding stitching to the loveseatWe confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer since I have included our original response below as again we have an option available for the customer should they seek a replacement instead of waiting on parts to come inWe have been making this offer since December of and the consumer has chosen not to initiate it Response sent to Revdex.com on Wednesday, December 10, 2014: Good Afternoon Revdex.com, Please pass on my apologies to our customer for the disappointment he is currently experiencing with his product The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he purchased from usThe Goof Proof Plus Plan allows for five years of unlimited parts and service or a one time replacement outside of owning the merchandise for a period of one yearThe customer no longer has Goof Proof Plus Protection on the recliner due to the Goof Proof Plus agreement of one time replacement being fulfilled on the recliner Our records indicate that the other living room items were delivered to the customer on 04/05/and his report of concern came to us on 11/04/At this time the customer was past one year of ownership therefore we start offering protection under the Goof Proof Plus Plan the customer purchased for such occurrencesShould the customer wish to use up his one time replacement option for an even exchange (like he did on the recliner) on the sofa and the loveseat that is certainly his rightWe always recommended parts and service as the best route for resolution since this avenue keeps the protection plan active on the merchandiseWe apologize that there is a delay in container shipment from the overseas vendor and if we could get the parts any sooner we most certainly would Should the customer be unable to wait for the replacement parts to come in he may contact our Customer Care Offices ( [redacted] –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time replacement option under the Goof Proof Plus Plan that remains active on this sofa and loveseat The five year protection plan is an option on all purchases and not a requirementThe customer is not being forced into “re-purchasing” it on his newly delivered items should he decide that a replacement of furniture suits his needs more so than the option of replacement parts As the customer was charged $for a five year guarantee on merchandise that retailed for $1,we do believe it is obvious as to why a replacement of an item (including the cost of delivery) fulfills the contract of the plan We stand behind the value of our Goof Proof Plus Protection Plan and its option for a one time replacement only Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com & [redacted] 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 appreciate your response and although I don’t consider the problem “resolved” I will settle the complaint with the hopes that this can be a learning experience for your companyI believe that my complaint affects all operations of your business and should be taken seriously to implement new strategies and training, especially with the customer serviceAs a graduate business student studying HR, hiring, training, and retaining the right talent is the biggest investment you can make because when situations like this happen, having employees to handle it maturely and respectfully is what will make or break a companyIf I even had one customer service representative truly apologize and do whatever they can to fix the problem, I probably would not have had to write this complaintEveryone makes mistakes, things happen in the warehouse, orders get mixed up, that’s the part that I understandThe part that I didn’t understand is that no one tried to fix the problem, take accountability for the problem, or truly apologize for the problem To address the issues on my account – I would not say that the sofa situation ever got resolvedWe never got the sofa or the chair in the color we wantedWe order it months in advance for this reasonHowever we did settle and we have couchesOur new table was delivered today and the nice gentleman (which by the way, the delivery men have always been nice and courteous) ended up deconstructing the old table and taking it with them, which was what was supposed to happen in the first placeSo in this case it was resolved however, this brings us back to the customer serviceThe woman I spoke with in [redacted] yesterday made it very clear that there was absolutely no way the guys could take the old table todayI reminded her that this is what we had scheduled to begin with and the last woman I spoke with (at least told me) she double checked that the piwould occur at the same time as the deliveryThe woman I spoke with yesterday said there was absolutely no way whatsoever that the guys would be able to take the table todayAfter I said there has to be something you can do, she proceed to then get an attitude with me and I got so frustrated with the lack of respect that I ended up having to hang outSo what doesn’t make sense to me is that she was so certain that they would not be able to take the table today and that there was absolutely nothing they can do, and then the guys come today and take the old table like it was no big dealHe even gave me the phone to speak to someone from customer service that also made it seem like it was no big dealWhich I will also note, the customer service rep said she had a note that we actually wanted to keep the table, which is the complete opposite of everything that I have been trying to accomplish with this replacementNo clue how that happened Anyway, the point is that there WAS something that the woman could do yesterday when I spoke to her in KOPThey were able to take it and it was not a big dealInstead I got an extremely rude attitude and absolutely no help on resolving the problemThat is the customer service issues that need to be addressed with this company That being said Tiffany, I know none of this is your fault You have responded professionally and efficiently and I appreciate and accept the gift card that you are offering and I hope when I decide to use it, I can see some of these changes implementedAbove all, I hope that you can bring these concerns to the leadership team at Bob’s Discount FurnitureI am sure that they do not want these kinds of experiences happening in their store and I believe that through training and development they can be resolved but they need to be addressed instead of ignored Thanks so much for your help, Sincerely, [redacted] ***
Dear Revdex.com, We are very sorry for the miscommunications The credit for the reselection was already created and posted to the account This customer is able to go to the store and reselect as soon as they are ready Advice the store you have a reselection credit in the system, they will apply the credit as payment on the new sale They will schedule the delivery and the pick up of this merchandise at the same time, so the customer will not be without merchandise at any time We hope the customer can find a new set that they will love for many years Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the merchandise refund has been correctly processed back to the customer’s credit card We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted We are very sorry for the frustration we have caused and poor experience the customer has had with us Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in October Our policy is clearly stated on page of every customer’s sales order This is signed at the point of purchase In case this customer no longer has the sales order I have copied it here It does clearly state: We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt There are two sentences in the above paragraph that will directly apply, if there is a possible defect, we will schedule a technician to come to the home to report on the merchandise and service it if possible The last line Service can only be provided within our serviceable area is the other that applies We have offered this customer a discount of 30% in the form of a refund back to method of payment In moving outside our service area, this customer has eliminated the possibility for a technician to inspect the pieces; this customer has voided the warranty We have no way to inspect the pieces to see if there is a manufacturing defect or the pieces were damaged in another way If the customer would like to accept the 30% concession to keep as a refund back to [redacted] they can call into customer care and have it processed This is the only offer we are able to make Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I have videos and pictures of them only on the new couch, they have not been located anywhere elseI find your lack of customer service apallingI bought a warranty through you guys, because I was told any problem I would have I would be able to have it replacedYour company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four monthsI suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reasonThey should really break down what the warranty covers instead of just trying to make a saleI have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again 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 would like to accept option #as my compensation and I appreciate the quick response Thank you for acknowledging my complaints and acting accordingly 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 meA full store credit is wonderful Sincerely, [redacted] ***
Good Afternoon Revdex.com,I called and spoke with Mr [redacted] on May 21, and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had availableMr [redacted] agreed to send the photos however, I have to receive them.If and when Mr [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks [redacted] **
Good Afternoon Revdex.com- We are very sorry to hear of this customer’s concern I am not able to locate any account under this information I have checked the phone number, address and customer’s name We can certainly address the issue presented here There seems to be confusion with the MyBobs.com online OUTLET and the OUTLET locations within some of our stores The online OUTLET does offer delivery on any items purchased through the MyBobs.com site We do charge a delivery fee, on a sliding scale for this service This merchandise is brand new, factory fresh, sold with a manufacturing warranty The OUTLET area located in some of our retail store locations has never offered delivery as an option There has never been any plan to offer delivery from these locations The merchandise in these areas is sold “As is, no warranty, no delivery, first come basis only” There can be no discrimination as this policy applies equally to all customers We are very sorry if the difference between the online OUTLET and the store OUTLET was not clearly explained Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We agree with customer that in this case a refund for the twin beds is appropriate The paperwork has been created to process that request Please reply to Revdex.com that this is accepted and call the store with original method of payment [redacted] *** Please call ###-###-####, when you hear Bob start talking hit When the office answers tell them you have credit # [redacted] and you need to have your credit card number entered You can stop by the store with the card as well If you no longer have this card in use, please go to any Bob’s store with a photo ID and an alternate credit card We apologize that this was not already taken care of Kindest Regards, Tracy Sa [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have spoken with [redacted] this morning (10.01.2014) and provided her with my direct number for contact in the case that she ever needs further assistance with this concern in the futureWe genuinely apologize to [redacted] as we agree that having dealt with multiple defective products within a warranty period is a valid reason for us to consider making an exception to our established policies We have agreed to provide [redacted] with a monetary refund after the mattress and foundation have been removed from her residenceWe are currently scheduled to pick up this bedding set on Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please provide [redacted] with my apologies for the frustration he has been experiencing while seeking to resolve his concerns with the Bobs financing account he opened with usWe do expect our technicians to be honest while in our customer’s homes and while furniture is built on mass production assembly lines it is possible to encounter a line of products with similar defectsWe have since upgraded our Apollo line and worked with the manufacturer to ensure that we are offering our customers the best quality available at our valuable price points Bobs made this failure right by our customer and refunded the monies associated with the returned product to the financing account six months agoThe reason [redacted] has not received a return payment is due to his original delivery fee not being refunded to the financing accountThe payments he previously made went towards this charge for delivering the productMy best guess is that because the service of delivery is separate from the defective product itself and there was no delivery failure; our customer care department did not feel it valid in this scenario to refund the delivery fee initially chargedI can understand how [redacted] might see this differently and as a result of this acknowledgement I have processed a refund to his financing account in the amount of $(Delivery fee of $+tax)The order number associated with this refund is: [redacted] and I have mailed a printed copy of the refund order to the address [redacted] has listed in this claim In regards to the letter that [redacted] is seeking verifying his account status, I would encourage him to follow up with [redacted] directly after the final refund created today (7.25.2014) has posted to his accountIt can take up to a full billing cycle for this to occur however in my experience since there isn’t physical inventory associated with this refund I don’t expect it to take that long Please apologize to [redacted] again for me and please tell him if there is anything else I can be of help with he should feel welcome to respond to me via this channel [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3">I spoke with Mrs [redacted] yesterday (11.18.2014) via phoneWe apologize for any and all inconveniences we have caused during the multiple delivery attempts Mrand Mrs*** have enduredMrs*** has my direct phone number and I have made agreements to follow up directly with her after her upcoming delivery on Thank You, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, We are very sorry that the delivery did not go as it should have We did complete the set up of the bed today Thursday The team found there was cosmetic damage on one piece, which has been set up for exchange next week We will certainly be able to offer compensation once the pieces in the home are in showroom quality Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, size="3"> Please pass on our sincerest apologies for the trash being left behind during delivery in March of I called this customer on (6:50pm) and left a message on their voicemail with my direct number to discuss this concern furtherPlease advise the customer we are happy to address this concern via telephone and if they are in agreement I can be reached at ###-###-#### Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, I called [redacted] this morning and left a message on her voicemail apologizing for the unforeseen failure that she had to deal with this past weekendI assure [redacted] that we did complete the White Glove Inspection prior to the merchandise leaving our distribution center in CTI certainly acknowledge [redacted] ’s frustrations and want to help her move forward in resolving this concernI have listed the two options for resolution below that I left on [redacted] ’s voicemail machine this morningI have also included a third option for [redacted] ’s review that would not require any more delivery/pick up attempts taking up her valuable time Option #1: We can remove the headboard/footboard/railings from the home and provide a monetary refund for the amount that was paid towards the bed itself -Or- Option #2: We can offer a ‘reselection’ store credit on the bedroom furniture that makes up the ‘Louie Set’ that was purchased [redacted] would be provided a store credit based on the total price paid for the set and may return to our showroom to select a new bedroom setWe would remove the current furniture in [redacted] ’s bedroom set and deliver the new product on the same delivery date -Or- Option #3: [redacted] agrees to keep the current bed she has ‘As is’ with no remaining warranty period on the bed and we will refund 50% of the original purchase price that was paid on the bed itself [redacted] has my direct phone number and is able to accept one of these options for resolution by contacting me via phone, emailing me at [redacted] , or responding to me via this Revdex.com channel Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are so sorry that our customer has been experiencing this concern since having her sleeper sofa delivered and we also apologize that our attempts to correct this product failure have caused our customer further inconveniencesWe are able to set up an installation for the new sleeper mechanism for as early as next week If our customer would like to take this installation please ask that they call us at ###-###-#### to schedule this service appointment I do understand the reasons behind our customer seeking a refund for the product and if our customer does not want to schedule a service appointment with us, we can offer our customer a reselection credit insteadWe would provide our customer with the full price originally paid for this sleeper sofa in the form of store credit Once the credit is entered, our customer can return to our showroom and select a different sleeper sofa (we have several made by different manufacturers) and we will remove the defective product on the same day we deliver the factory fresh product at no delivery charge to our customer Please let me know how our customer would like to proceed as I am eager to resolve these concerns and help to earn our customer’s trust back in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bob's Discount Furniture offered me a $credit to use at their store, however, my purchase was $I don't agree with the policy and feel I was sold damaged merchandise upon first useI looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my homeI feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise Sincerely, [redacted] ***
Good Afternoon Revdex.com- 10pt;">We are very sorry for the inconvenience that this customer has endured I understand that they were probably very excited to get such a great deal, a huge discount on the piece Then they got to the store and you were told it was gone That was a very unfortunate and unfair position we put them in While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenWe have made several very fair offers to this customer, all of which have initially been refused We will stand behind the customer’s choice of the offers that were made to them by our lead Rowan They can accept the $gift card, as they have already been refunded for the sale that was canceled If they do not wish to accept this offer, they can reach back out to Rowan to discuss the other options that were presented to them We will not be able to offer a comparable chair That was a special deal on a floor model It is no longer available We are again very sorry; we have no other recourse to offer this customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3"> Please know that this is a duplicate complaint to complaint number: [redacted] (filed in December of and closed as ‘Assumed Resolved’) We are still very sorry for any inconvenience and unnecessary frustrations this product has caused our customer to feel and are still offering to replace this merchandise just as we were in our original response to this claim in December of Our records indicate no upcoming service appointment for this customer, the last visit to the home was made on and our service technician logged removing staples from the sofa and adding stitching to the loveseatWe confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer since I have included our original response below as again we have an option available for the customer should they seek a replacement instead of waiting on parts to come inWe have been making this offer since December of and the consumer has chosen not to initiate it Response sent to Revdex.com on Wednesday, December 10, 2014: Good Afternoon Revdex.com, Please pass on my apologies to our customer for the disappointment he is currently experiencing with his product The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he purchased from usThe Goof Proof Plus Plan allows for five years of unlimited parts and service or a one time replacement outside of owning the merchandise for a period of one yearThe customer no longer has Goof Proof Plus Protection on the recliner due to the Goof Proof Plus agreement of one time replacement being fulfilled on the recliner Our records indicate that the other living room items were delivered to the customer on 04/05/and his report of concern came to us on 11/04/At this time the customer was past one year of ownership therefore we start offering protection under the Goof Proof Plus Plan the customer purchased for such occurrencesShould the customer wish to use up his one time replacement option for an even exchange (like he did on the recliner) on the sofa and the loveseat that is certainly his rightWe always recommended parts and service as the best route for resolution since this avenue keeps the protection plan active on the merchandiseWe apologize that there is a delay in container shipment from the overseas vendor and if we could get the parts any sooner we most certainly would Should the customer be unable to wait for the replacement parts to come in he may contact our Customer Care Offices ( [redacted] –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time replacement option under the Goof Proof Plus Plan that remains active on this sofa and loveseat The five year protection plan is an option on all purchases and not a requirementThe customer is not being forced into “re-purchasing” it on his newly delivered items should he decide that a replacement of furniture suits his needs more so than the option of replacement parts As the customer was charged $for a five year guarantee on merchandise that retailed for $1,we do believe it is obvious as to why a replacement of an item (including the cost of delivery) fulfills the contract of the plan We stand behind the value of our Goof Proof Plus Protection Plan and its option for a one time replacement only Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com & [redacted] 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 appreciate your response and although I don’t consider the problem “resolved” I will settle the complaint with the hopes that this can be a learning experience for your companyI believe that my complaint affects all operations of your business and should be taken seriously to implement new strategies and training, especially with the customer serviceAs a graduate business student studying HR, hiring, training, and retaining the right talent is the biggest investment you can make because when situations like this happen, having employees to handle it maturely and respectfully is what will make or break a companyIf I even had one customer service representative truly apologize and do whatever they can to fix the problem, I probably would not have had to write this complaintEveryone makes mistakes, things happen in the warehouse, orders get mixed up, that’s the part that I understandThe part that I didn’t understand is that no one tried to fix the problem, take accountability for the problem, or truly apologize for the problem To address the issues on my account – I would not say that the sofa situation ever got resolvedWe never got the sofa or the chair in the color we wantedWe order it months in advance for this reasonHowever we did settle and we have couchesOur new table was delivered today and the nice gentleman (which by the way, the delivery men have always been nice and courteous) ended up deconstructing the old table and taking it with them, which was what was supposed to happen in the first placeSo in this case it was resolved however, this brings us back to the customer serviceThe woman I spoke with in [redacted] yesterday made it very clear that there was absolutely no way the guys could take the old table todayI reminded her that this is what we had scheduled to begin with and the last woman I spoke with (at least told me) she double checked that the piwould occur at the same time as the deliveryThe woman I spoke with yesterday said there was absolutely no way whatsoever that the guys would be able to take the table todayAfter I said there has to be something you can do, she proceed to then get an attitude with me and I got so frustrated with the lack of respect that I ended up having to hang outSo what doesn’t make sense to me is that she was so certain that they would not be able to take the table today and that there was absolutely nothing they can do, and then the guys come today and take the old table like it was no big dealHe even gave me the phone to speak to someone from customer service that also made it seem like it was no big dealWhich I will also note, the customer service rep said she had a note that we actually wanted to keep the table, which is the complete opposite of everything that I have been trying to accomplish with this replacementNo clue how that happened Anyway, the point is that there WAS something that the woman could do yesterday when I spoke to her in KOPThey were able to take it and it was not a big dealInstead I got an extremely rude attitude and absolutely no help on resolving the problemThat is the customer service issues that need to be addressed with this company That being said Tiffany, I know none of this is your fault You have responded professionally and efficiently and I appreciate and accept the gift card that you are offering and I hope when I decide to use it, I can see some of these changes implementedAbove all, I hope that you can bring these concerns to the leadership team at Bob’s Discount FurnitureI am sure that they do not want these kinds of experiences happening in their store and I believe that through training and development they can be resolved but they need to be addressed instead of ignored Thanks so much for your help, Sincerely, [redacted] ***
Dear Revdex.com, We are very sorry for the miscommunications The credit for the reselection was already created and posted to the account This customer is able to go to the store and reselect as soon as they are ready Advice the store you have a reselection credit in the system, they will apply the credit as payment on the new sale They will schedule the delivery and the pick up of this merchandise at the same time, so the customer will not be without merchandise at any time We hope the customer can find a new set that they will love for many years Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with my colleague and it appears the merchandise refund has been correctly processed back to the customer’s credit card We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted We are very sorry for the frustration we have caused and poor experience the customer has had with us Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in October Our policy is clearly stated on page of every customer’s sales order This is signed at the point of purchase In case this customer no longer has the sales order I have copied it here It does clearly state: We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt There are two sentences in the above paragraph that will directly apply, if there is a possible defect, we will schedule a technician to come to the home to report on the merchandise and service it if possible The last line Service can only be provided within our serviceable area is the other that applies We have offered this customer a discount of 30% in the form of a refund back to method of payment In moving outside our service area, this customer has eliminated the possibility for a technician to inspect the pieces; this customer has voided the warranty We have no way to inspect the pieces to see if there is a manufacturing defect or the pieces were damaged in another way If the customer would like to accept the 30% concession to keep as a refund back to [redacted] they can call into customer care and have it processed This is the only offer we are able to make Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: I have videos and pictures of them only on the new couch, they have not been located anywhere elseI find your lack of customer service apallingI bought a warranty through you guys, because I was told any problem I would have I would be able to have it replacedYour company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four monthsI suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reasonThey should really break down what the warranty covers instead of just trying to make a saleI have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again 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 would like to accept option #as my compensation and I appreciate the quick response Thank you for acknowledging my complaints and acting accordingly 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 meA full store credit is wonderful Sincerely, [redacted] ***
Good Afternoon Revdex.com,I called and spoke with Mr [redacted] on May 21, and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had availableMr [redacted] agreed to send the photos however, I have to receive them.If and when Mr [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks [redacted] **
Good Afternoon Revdex.com- We are very sorry to hear of this customer’s concern I am not able to locate any account under this information I have checked the phone number, address and customer’s name We can certainly address the issue presented here There seems to be confusion with the MyBobs.com online OUTLET and the OUTLET locations within some of our stores The online OUTLET does offer delivery on any items purchased through the MyBobs.com site We do charge a delivery fee, on a sliding scale for this service This merchandise is brand new, factory fresh, sold with a manufacturing warranty The OUTLET area located in some of our retail store locations has never offered delivery as an option There has never been any plan to offer delivery from these locations The merchandise in these areas is sold “As is, no warranty, no delivery, first come basis only” There can be no discrimination as this policy applies equally to all customers We are very sorry if the difference between the online OUTLET and the store OUTLET was not clearly explained Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture