Good Afternoon [redacted] , I am very sorry for the terrible experience you have endured while seeking only what we promised you during the time of sale for this reclinerI assure you that we never anticipate failing our customers by not being able to provide them with the product they purchased on the date we agreed toThere are no excuses for the failure you had to experience based on our computer glitch and I apologize again to you and your wife for all the frustration we have caused you to feel I attempted to call you this afternoon (10.03.2014) on both the numbers you have listed in this complaint and I was unable to reach you or leave a message on either numberSee below for the results of each number: ###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that has not been set up yet) Per our policies, listed on your sales receipt, you are absolutely entitled to a full refund of your purchase priceDue to this being an undelivered item only our retail location can complete the processing of the refund to youWe ask that you contact our retail location at ###-###-#### (Press #on your phone’s keypad when you hear Bob’s voice) to complete the refund processing I am also mortified that you cite to have been met with rudeness while making your complaint and I have already begun the necessary actions to gain access to our recordings so that I am able to properly address the agents you allege treated you so poorlyWe may have serious coaching concerns here and I thank you for bringing those to our attention so that we can ensure our customers are always receiving the best care possible Kind Regards, [redacted] Bobs Discount Furniture [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 meWILL ACCEPT FULL STORE CREDIT FOR PILLOWS Sincerely, [redacted]
Good Afternoon Craig, I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseYour comments regarding the service you received by our delivery team are very important and concerning to usYou deserve only the best service, especially when you visit BobsIn researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on Your account indicates that we weren’t able to reach you by phone and left a message on your machineThe delivery team then provided us with a description of your residence prior to being moved on We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpfulIn an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on when the team arrived was provided to us from youI assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled dateIt saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %
Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for any disappointment they have experienced while seeking to use the protection they purchased at the time of saleOur customer’s account indicates that this merchandise was delivered on 07/02/ and the last time we (Bobs Discount Furniture) were out to the residence was on (over year ago) Please know that this customer previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our customer I am copy/pasting our response from their original claim as it remains the same as it was year agoPlease note our records do not depict receiving any other communications from this customer directly, since last year If needed Revdex.com please refer to the older claim number [redacted] attachments as well Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] *s known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the report the customer gave them indicated seam separations (not covered) and the customer did not provide them with any indication of an accident occurring c**sing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Stephanie G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- 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 delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise The customer called in and stated that the right arm was sagging The tech report reflects that the arm is indented slightly due to wear This is not a manufacturing defect There is no concern reflected from the customer regarding springs There is no note from the technician regarding an inspection was done on the springs or any issue was noted If the customer believes that there is an issue with the springs we can certainly send a different technician to the home to evaluate if there is a manufacturing defect with the springs Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company. With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it. Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed. Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this planAs per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regardingThe website does not have its policies, terms and conditions with Bobs on there siteThis pamphlet can be sent to you for further clarification of thisAs per the recorded conversation one of your reps agrees that there are pamphlets used, one with the terms on it and one withoutHe states the one I received is usually used because it has larger printMay I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofaI do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks againThe point I am getting to is that these sofas are built so poorly that it should be expected that just after year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixedYou would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proofMake right by this and just extend my current coverage with the exchanged sofaThere is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores Sincerely [redacted] ***
Good Afternoon Revdex.com, As this has now become a legal action, we are unable to try to assist further Tracy Sanborn Corporate Liaison Bob's Discount Furniture
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 meI would like to thank Tracy S [redacted] for her help in resolving this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The last person who delivered the couch spoke not a single word of EnglishI had no way of understanding that by signing the form I would forfeiting any recourse I had with regard to the damaged materialsI will be happy to send in pictures of the damageI asked him several times if I sign the form, can I still ensure we are compensated for the damage? He said yesI was reluctant to sign it because of the damage but I did it in good faith that it would be handled appropriatelyThe fact that $(only the delivery fee) for a $1,600+ couch is the only compensation offered is unacceptableIt does not appropriately reflect our time that was wasted by Bob's waiting for several deliveries, some of which were during the week and we had to use vacation days to take time offWe also had to delay several times other arrangements that were planned as far as setting up our apartment that had to be put off for over a month because of Bob's incompetence (example: had scheduled to mount our TV which could not be done until the couch was in place) I have asked for more money in line with what I believe is fairI have already spent several days waiting for Bob's to come perform a service and I would rather accept a credit for the damaged material than to waste more time waiting around again and spending more time with thisI am opting out of Bob's sending someone to fix the couch for this very reasonI want to deal with this company zero more times, everWhatever the company would need to pay for the repairs, that should be what we get credited backThis is by far the most painful and drawn-out transaction I've ever had purchasing anythingIt's the worst customer experience I've ever had, bar none.Hopefully the inefficiencies in the company are addressed, it's not fair to treat customers like this with no repercussions whatsoever Sincerely, [redacted]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
Dear Revdex.com, We are very sorry for the issues this customer has endured with this delivery As this delivery was not completed the agent submitted an arequest These are not guaranteed, as we have to try to add another stop on to an existing route This arequest was not able to be accommodated; the trucks in the area were all at the maximum number of hours allowed by State and Federal Department of Transportation hours Due to this delivery not being completed we can honor this customer’s request for a pickup for full refund This refund is approved and the customer can either call customer care to have the exchange scheduled or have the pick up for refund set up for our next available date We would not be able to offer a discount as the customer has requested If this customer would like to proceed with the delivery we can certainly offer compensation based on our failure to have the delivery completed on a timely basisWe do offer compensation based on our failures only after the delivery has been successfully completed so that we can base the compensation on the account details from start to finish Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am very sorry to learn of the disappointment you experienced with this purchase and I assure you that it is never our intention to continually fail our customers while not being able to provide them with the original promise we madeI absolutely understand your frustration seeing how we let you down on multiple occasions and I cannot apologize enough for the obvious coaching concerns we have on our endI am truly embarrassed after reading your complaint and thank you for bringing this complaint to our escalated attention so that we can continue to grow and improve our customer’s overall experience Our records indicate that the table base was removed from your home on and successfully refunded to your original method of payment by our Accounting TeamOur records also indicate that the monies from the table top were processed back to your original method of payment as well I pledge to you that our Customer Care Agents would not intentionally lie to you about scheduling delivery dates and the availability they saw on their computer screensI can understand from your point of view why you would have this impression and it is certainly a failure we own when our inventory system reads incorrectly or a shipment from a vendor is delayedThere is no excuse that will outline why we were unable to catch this glitch or why the automated system went off without us actually having stock to load for delivery As your account indicates that your complaint has been addressed and accounted for we would like to offer you a further form of apology from us as we ultimately wish to earn your trust back in our businessIf you would like to accept it, we can mail a Bobs Discount Furniture Gift Card to your home in the amount of $We humbly ask that you provide us with an opportunity to discount a future purchase with this gift card or it can be used within any of our showrooms on the various accessory items we sell for cash and carry Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customer We are sorry that this customer has endured long hold times and lack of follow up as well We 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 usAs the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer I believe that the team on 3/2/that refused to make the exchange were concerned that the piece that they were there to pick up was damaged during the process of trying to get it into the home When there is a very tight fit, the teams have to take into consideration whether they can make the delivery without damaging the merchandise or the customer’s home We do require the team to make an attempt and to show the customer that it will not fit without causing damages Did the first team have issues getting the piece into the home? We are sending another team out on 3/19/16, we are asking for a more experienced team to ensure that either the piece can be exchanged, or they in the very least show the customer that it can not fit safely, without causing damage At this time we are looking forward to completely resolving this customer’s concern on 3/19/and should the customer still be seeking an apology from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 3/19/ We will review the account at that time and determine what Bob’s gift card amount we are able to offer as compensation for our failures Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon [redacted] I sincerely apologize for the inconvenience the availability of your part order has caused youI can understand your frustration I truly wish we could get this merchandise to you sooner than the current scheduled date of June Parts are ordered directly from the vendor, they are not something we keep in stock As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary We have reached out to this customer directly via phone and email and offered possible solutions for this part issue We are very sorry we have disappointed this customer Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, While we apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business [redacted] In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claimPlease see attached photos provided by [redacted] from the denial I was advised this was denied as it was not consistent with the description of how this damage occurred This was reported to [redacted] as “Her kids sat down on the furniture causing the damage” [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being deniedWhile we truly wish we could, we are unable to force another business into overturning a claim Bobs Discount Furniture’s responsibility under the [redacted] purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the duplicate charge error and lack of care this customer’s complaint was initially met with A member of our Customer Care Management Team spoke directly to our customer on regarding this concernWe are extremely sorry for the duplicate charge and the behavior our customer alleges to have dealt with when initially reporting her concernWhile we were very shocked by this allegation, and remain shocked that this mistake actually occurred, there is no excuse for poor customer care or a lack of investigation upon being notified of the error We have taken the appropriate internal steps to address the obvious coaching concern presented to us within this complaint The customer’s order was entered on and our Accounting Department made the necessary adjustments to return the duplicate charge as of 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 that request happenAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and on we offered this customer a $Bobs Discount Furniture Gift Card as a further form of our apologyWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concern 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 accounting 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 with use of the gift card The customer’s merchandise is scheduled to be delivered on (tomorrow), should the customer still remain dissatisfied after delivery and still be seeking a further apology amount from us they will be able to speak with our Customer Care Office after their merchandise has been receivedWe will review the account and the already disclosed compensation offer at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that this experience has not gone well We do have this exchange scheduled for Friday We can certainly discuss compensation upon the successful delivery We will not be able to offer the amount of compensation the customer has mentioned in this complaint We do offer compensation in the form of a Bob’s Gift Card Once delivery has been completed the customer can call in for an account review for compensation We hope that the customer will bear in mind that as a business we are under no obligation to offer compensation Any compensation that we offer is as a token of apology for our failures only Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We are very sorry that our customer had to deal with such a long hold to get through to usWe also apologize for the product issue our customer was experiencing and it is our mission to ensure our customers are fully satisfied with the product they have purchased from Bobs Discount Furniture Our records reflect that on a store credit was entered for our customer to resolve this concern Please advise me if our customer requires any additional care and we thank our customer for bringing our areas of disappointment to our attention so that we may always work to improve our overall customer experiences Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: [redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we sayPart of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several timesWith that said, I've also filed a complaint with the attorney generalI'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not Sincerely, [redacted]
Good Afternoon [redacted] , I am very sorry for the terrible experience you have endured while seeking only what we promised you during the time of sale for this reclinerI assure you that we never anticipate failing our customers by not being able to provide them with the product they purchased on the date we agreed toThere are no excuses for the failure you had to experience based on our computer glitch and I apologize again to you and your wife for all the frustration we have caused you to feel I attempted to call you this afternoon (10.03.2014) on both the numbers you have listed in this complaint and I was unable to reach you or leave a message on either numberSee below for the results of each number: ###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that has not been set up yet) Per our policies, listed on your sales receipt, you are absolutely entitled to a full refund of your purchase priceDue to this being an undelivered item only our retail location can complete the processing of the refund to youWe ask that you contact our retail location at ###-###-#### (Press #on your phone’s keypad when you hear Bob’s voice) to complete the refund processing I am also mortified that you cite to have been met with rudeness while making your complaint and I have already begun the necessary actions to gain access to our recordings so that I am able to properly address the agents you allege treated you so poorlyWe may have serious coaching concerns here and I thank you for bringing those to our attention so that we can ensure our customers are always receiving the best care possible Kind Regards, [redacted] Bobs Discount Furniture [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 meWILL ACCEPT FULL STORE CREDIT FOR PILLOWS Sincerely, [redacted]
Good Afternoon Craig, I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseYour comments regarding the service you received by our delivery team are very important and concerning to usYou deserve only the best service, especially when you visit BobsIn researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on Your account indicates that we weren’t able to reach you by phone and left a message on your machineThe delivery team then provided us with a description of your residence prior to being moved on We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpfulIn an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on when the team arrived was provided to us from youI assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled dateIt saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %
Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for any disappointment they have experienced while seeking to use the protection they purchased at the time of saleOur customer’s account indicates that this merchandise was delivered on 07/02/ and the last time we (Bobs Discount Furniture) were out to the residence was on (over year ago) Please know that this customer previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our customer I am copy/pasting our response from their original claim as it remains the same as it was year agoPlease note our records do not depict receiving any other communications from this customer directly, since last year If needed Revdex.com please refer to the older claim number [redacted] attachments as well Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] *s known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the report the customer gave them indicated seam separations (not covered) and the customer did not provide them with any indication of an accident occurring c**sing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Stephanie G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- 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 delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise The customer called in and stated that the right arm was sagging The tech report reflects that the arm is indented slightly due to wear This is not a manufacturing defect There is no concern reflected from the customer regarding springs There is no note from the technician regarding an inspection was done on the springs or any issue was noted If the customer believes that there is an issue with the springs we can certainly send a different technician to the home to evaluate if there is a manufacturing defect with the springs Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company. With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it. Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed. Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this planAs per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regardingThe website does not have its policies, terms and conditions with Bobs on there siteThis pamphlet can be sent to you for further clarification of thisAs per the recorded conversation one of your reps agrees that there are pamphlets used, one with the terms on it and one withoutHe states the one I received is usually used because it has larger printMay I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofaI do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks againThe point I am getting to is that these sofas are built so poorly that it should be expected that just after year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixedYou would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proofMake right by this and just extend my current coverage with the exchanged sofaThere is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores Sincerely [redacted] ***
Good Afternoon Revdex.com, As this has now become a legal action, we are unable to try to assist further Tracy Sanborn Corporate Liaison Bob's Discount Furniture
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 meI would like to thank Tracy S [redacted] for her help in resolving this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The last person who delivered the couch spoke not a single word of EnglishI had no way of understanding that by signing the form I would forfeiting any recourse I had with regard to the damaged materialsI will be happy to send in pictures of the damageI asked him several times if I sign the form, can I still ensure we are compensated for the damage? He said yesI was reluctant to sign it because of the damage but I did it in good faith that it would be handled appropriatelyThe fact that $(only the delivery fee) for a $1,600+ couch is the only compensation offered is unacceptableIt does not appropriately reflect our time that was wasted by Bob's waiting for several deliveries, some of which were during the week and we had to use vacation days to take time offWe also had to delay several times other arrangements that were planned as far as setting up our apartment that had to be put off for over a month because of Bob's incompetence (example: had scheduled to mount our TV which could not be done until the couch was in place) I have asked for more money in line with what I believe is fairI have already spent several days waiting for Bob's to come perform a service and I would rather accept a credit for the damaged material than to waste more time waiting around again and spending more time with thisI am opting out of Bob's sending someone to fix the couch for this very reasonI want to deal with this company zero more times, everWhatever the company would need to pay for the repairs, that should be what we get credited backThis is by far the most painful and drawn-out transaction I've ever had purchasing anythingIt's the worst customer experience I've ever had, bar none.Hopefully the inefficiencies in the company are addressed, it's not fair to treat customers like this with no repercussions whatsoever Sincerely, [redacted]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
Dear Revdex.com, We are very sorry for the issues this customer has endured with this delivery As this delivery was not completed the agent submitted an arequest These are not guaranteed, as we have to try to add another stop on to an existing route This arequest was not able to be accommodated; the trucks in the area were all at the maximum number of hours allowed by State and Federal Department of Transportation hours Due to this delivery not being completed we can honor this customer’s request for a pickup for full refund This refund is approved and the customer can either call customer care to have the exchange scheduled or have the pick up for refund set up for our next available date We would not be able to offer a discount as the customer has requested If this customer would like to proceed with the delivery we can certainly offer compensation based on our failure to have the delivery completed on a timely basisWe do offer compensation based on our failures only after the delivery has been successfully completed so that we can base the compensation on the account details from start to finish Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am very sorry to learn of the disappointment you experienced with this purchase and I assure you that it is never our intention to continually fail our customers while not being able to provide them with the original promise we madeI absolutely understand your frustration seeing how we let you down on multiple occasions and I cannot apologize enough for the obvious coaching concerns we have on our endI am truly embarrassed after reading your complaint and thank you for bringing this complaint to our escalated attention so that we can continue to grow and improve our customer’s overall experience Our records indicate that the table base was removed from your home on and successfully refunded to your original method of payment by our Accounting TeamOur records also indicate that the monies from the table top were processed back to your original method of payment as well I pledge to you that our Customer Care Agents would not intentionally lie to you about scheduling delivery dates and the availability they saw on their computer screensI can understand from your point of view why you would have this impression and it is certainly a failure we own when our inventory system reads incorrectly or a shipment from a vendor is delayedThere is no excuse that will outline why we were unable to catch this glitch or why the automated system went off without us actually having stock to load for delivery As your account indicates that your complaint has been addressed and accounted for we would like to offer you a further form of apology from us as we ultimately wish to earn your trust back in our businessIf you would like to accept it, we can mail a Bobs Discount Furniture Gift Card to your home in the amount of $We humbly ask that you provide us with an opportunity to discount a future purchase with this gift card or it can be used within any of our showrooms on the various accessory items we sell for cash and carry Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customer We are sorry that this customer has endured long hold times and lack of follow up as well We 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 usAs the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer I believe that the team on 3/2/that refused to make the exchange were concerned that the piece that they were there to pick up was damaged during the process of trying to get it into the home When there is a very tight fit, the teams have to take into consideration whether they can make the delivery without damaging the merchandise or the customer’s home We do require the team to make an attempt and to show the customer that it will not fit without causing damages Did the first team have issues getting the piece into the home? We are sending another team out on 3/19/16, we are asking for a more experienced team to ensure that either the piece can be exchanged, or they in the very least show the customer that it can not fit safely, without causing damage At this time we are looking forward to completely resolving this customer’s concern on 3/19/and should the customer still be seeking an apology from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 3/19/ We will review the account at that time and determine what Bob’s gift card amount we are able to offer as compensation for our failures Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon [redacted] I sincerely apologize for the inconvenience the availability of your part order has caused youI can understand your frustration I truly wish we could get this merchandise to you sooner than the current scheduled date of June Parts are ordered directly from the vendor, they are not something we keep in stock As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary We have reached out to this customer directly via phone and email and offered possible solutions for this part issue We are very sorry we have disappointed this customer Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, While we apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business [redacted] In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claimPlease see attached photos provided by [redacted] from the denial I was advised this was denied as it was not consistent with the description of how this damage occurred This was reported to [redacted] as “Her kids sat down on the furniture causing the damage” [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being deniedWhile we truly wish we could, we are unable to force another business into overturning a claim Bobs Discount Furniture’s responsibility under the [redacted] purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> Please pass on our sincerest apologies for the duplicate charge error and lack of care this customer’s complaint was initially met with A member of our Customer Care Management Team spoke directly to our customer on regarding this concernWe are extremely sorry for the duplicate charge and the behavior our customer alleges to have dealt with when initially reporting her concernWhile we were very shocked by this allegation, and remain shocked that this mistake actually occurred, there is no excuse for poor customer care or a lack of investigation upon being notified of the error We have taken the appropriate internal steps to address the obvious coaching concern presented to us within this complaint The customer’s order was entered on and our Accounting Department made the necessary adjustments to return the duplicate charge as of 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 that request happenAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and on we offered this customer a $Bobs Discount Furniture Gift Card as a further form of our apologyWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concern 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 accounting 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 with use of the gift card The customer’s merchandise is scheduled to be delivered on (tomorrow), should the customer still remain dissatisfied after delivery and still be seeking a further apology amount from us they will be able to speak with our Customer Care Office after their merchandise has been receivedWe will review the account and the already disclosed compensation offer at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that this experience has not gone well We do have this exchange scheduled for Friday We can certainly discuss compensation upon the successful delivery We will not be able to offer the amount of compensation the customer has mentioned in this complaint We do offer compensation in the form of a Bob’s Gift Card Once delivery has been completed the customer can call in for an account review for compensation We hope that the customer will bear in mind that as a business we are under no obligation to offer compensation Any compensation that we offer is as a token of apology for our failures only Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We are very sorry that our customer had to deal with such a long hold to get through to usWe also apologize for the product issue our customer was experiencing and it is our mission to ensure our customers are fully satisfied with the product they have purchased from Bobs Discount Furniture Our records reflect that on a store credit was entered for our customer to resolve this concern Please advise me if our customer requires any additional care and we thank our customer for bringing our areas of disappointment to our attention so that we may always work to improve our overall customer experiences Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: [redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we sayPart of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several timesWith that said, I've also filed a complaint with the attorney generalI'll also be speaking with a news station, consumers need to be made aware of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not Sincerely, [redacted]