Good Morning Revdex.com, There were no reports made of concern to Bobs Discount Furniture within the factory guarantee periodThe evidence shows an overwhelming amount of accumulated damages present to this merchandiseThe amount of damage that exists combined with the fact that it continued to occur while being unreported validates one reason for coverage denial The protection plan that was purchased, as it is named Goof Proof, is designed to cover incidents of damage that occur from accidentsBobs Discount Furniture is proud to offer our customers the best quality merchandise at the best price point possible and we do apologize that this furniture has not met [redacted] ’s view of value As a consumer I know that a time of purchase is an exciting time and it is easy for information to be misinterpreted or even explained to me in general termsI am confident that our sales professionals would never offer an item to any customer that isn’t worth its price point in value As a courtesy, Bobs Discount Furniture has processed the necessary paperwork to refund the protection plan associated with this merchandiseThe original method of payment on this account was cash so the customer can expect to receive a check from us within the next 7-business daysThe refund has been processed in the amount of $and the check will be sent to: [redacted] / [redacted] *** as this is the listed account holder/shipping address we haveIf the address needs to be updated the account holder will be expected to visit a Bobs store with a government issued ID card to make this changeIf [redacted] should want proof of this refund being processed she may visit her store location and ask for this order number to be printed for her records – Order number: [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Beware !!!! furniture is cheap poor quality and will not last, that is why they push to sell you a warranty from another co who will make excuses not to pay a claimSpend a little more and buy quality furniture from a co that stands behind what they sell.Bob's want's to sell you this useless warranty so you will feel good with your purchase, don't be fooled
Complaint: [redacted] I am rejecting this response because: First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice) After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question(Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate officeThen told me that someone from the “ [redacted] service will contact me within to business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furnitureAs clearly stated in the [redacted] : TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety ofcidental damages you may cause in those FIVE long years!Bob's year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furnitureEven with careful use furniture can get damagedThe Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around itFabrics, Leather & Vinyl Upholstered furniture *Food, Gum or Beverage Stains*Human and Pet Bodily fluid Stains*Grass and Grease stains*Ball Point pen Ink, Marker and Crayon Stains*Nail polish and Nail Polish Remover Stains*Cosmetics and Lipstick Stains*Rips, Tears, Cuts, Punctures and Burns*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms Wood and Hard Surface Furniture [redacted] Food, Gum or Beverage Stains*Nail polish and Nail Polish Remover Stains*Breakage of the Wood Frame or Structure or other Hard Surface*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark*Chip, Scratch, or Breakage of Glass or Mirror Components*Loss of Silvering on Mirrors There shouldn’t be a problem since I have the [redacted] Plan for years on both the Chairs and the Loveseat Sincerely, [redacted]
Good Afternoon Revdex.com, We have spoken with [redacted] twice from our Customer Care OfficesWe called her once on Monday and we spoke with her again today (10.24.2014) in regards to this concern Our records reflect that this sectional was delivered on We sent two technician’s to this customer’s residence on 12/08/ as she reported having a concern with the cushions on this sectionalThe technicians reported to us that they found no defects with this sectional while in the home and tried to educate the customer on how to add stuffing to the cushions should they loose resiliency due to useOur records reflect no further contact from the customer to us over the course of the next three years During my call to the customer on the customer disconnected the call out of what I assume was anger given the elevated tone she selected to communicate with me inI was regretfully unable to get to the point of offering the customer a courtesy best effort serviceShould the customer wish, and the merchandise still be located at the original delivery address, we are willing to send one of our technicians out to the home to service the cushion concerns to the best of our abilityThis merchandise is nearly three years beyond its manufacturing guarantee through Bobs Discount Furniture and the customer did not purchase any additional warranty therefore servicing the merchandise to the best of our ability will not make us liable for the condition of the merchandise after the serviceWe strongly believe in our technicians abilities to determine when an item is defective and when it is experiencing wear and tearPlease consider that is completely and should be expected that any cushion on any piece of furniture looses 20-30% of its resiliency within the first year of useThis sectional has been in the residence far beyond that year so a higher percentage of lost resiliency or wear patterns should be expected and present The customer alleges that the we display different merchandise then what we actually deliver and I tried to assure the customer that this is and I have followed up with our technician’s manager to address this statementAnother point I was regretfully unable to communicate to the customer during our call is that the sectional we currently sell and advertise is an updated version of what was sold and advertised years ago during her purchase periodThe updated sectional has the same look and style to it; however it is manufactured by a completely different companyThe fact that wear and tear occurs to anything you use combined with the fact that this sectional has been updated since the customer’s purchase would be a valid reason as to why the merchandise in the home looks different than what is on our showroom floor years later We are willing to offer the best effort service at no charge and should the customer wish to accept it she is welcome to respond to us in writing through this Revdex.com channel or contact our Customer Care Department at ###-###-#### (Mon-Sat 6:30am -8:00pm) Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture Table Credit Concern: This credit and claim is entered into our system on behalf of a third party companyThis customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another businessThese guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached)The customer has received a credit for the exact amount paid for on the table Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ( [redacted] Products Inc/ [redacted] Brand Coverage) Living room Credit Concern: This is a warranty claim being honored directly from the manufacturer of this productThe manufacturer requires the set to be fully returned to them for various beneficial reasonsAs the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these itemsThe customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basisI can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandiseThis can run anywhere from $- $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Incwill owe responsibility to respond to claims with this particular set If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineupWith the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Calibri">Please pass on our sincerest apologies for the disappointment this customer is experiencing with their product as well as the delay in shipment of the replacement parts The ‘Goof Proof Plus’ plan is a protection plan that is offered and managed thru two different companiesBobs Discount Furniture and [redacted] Protection Products partner together to provide the coverage for our customers and there are terms and conditions (as with any other protection program) set in place to keep resolutions fair for all consumers alikeThis customer is aware of that fact as they have also made claims for service thru the [redacted] companyThe terms and conditions of the plan are not something one company can overturn has they are agreed to by all parties involved and provide a sustainable amount of fairness in the marketplace The price paid for the plan vsthe price paid for the merchandise is enough of a depiction as to why the plan is fulfilled when the item has been replaced once (outside of the Bobs Discount Furniture direct warranty period)For example this would be a full replacement on a $sofa under a plan the customer paid $for, it is more than reasonable to expect that a one time replacement fulfills the parameters of this plan We never anticipated that the part order would take this long to arrive to our customer and we remain very sorry that the seating on their sofa is causing so much concernWe have been reaching out to the vendor who is shipping these seats to us and have been unable to receive an update on the parts shipment ETAWe are still actively working on getting a response for this and can continue to offer replacement parts as a possible option for resolution We no longer carry the exact model sofa that the customer has in the home as we now carry the ‘Maggie II’ in its placeIf the customer is looking to replace the item and forgo any further wait on the parts order we can understand that and a store credit for the price paid on the item will have to be entered to allow the customer to reselect to a different item We can make the following offer for resolution – please have the customer review it and if they find all terms and conditions satisfactory we will create the credit upon receiving their ‘satisfied’ response via Revdex.com They can expect their credit to be active approximately days after the response is sent Reselection Option for Resolution: Price paid for the sofa = $399.00, we will enter a store credit for this amount ( [redacted] State Law does not allow original taxes to be credited after an item has been in the home over days) Once the credit is entered, the customer can visit any Bobs Discount Furniture Showroom and provide their sales person with their credit number and select a different item that may suit their quality expectations better We will expect to remove the current sofa they maintain in the home on the same date we deliver the new item and we will cover the cost of delivering the new merchandise selected as a courtesy As an additional courtesy we will also put the original monies paid for the five year protection plan onto the store credit, in all fairness this replacement should fulfill the protection plan however we understand the inconvenience the extended wait on parts has caused our customer and will agree to add this credit out of the extreme care we display for our customers IN ACCEPTING THIS OFFER OF COURTESY (CREDIT FOR PLAN): the consumer should understand that they are agreeing that this is being done as a courtesy and for all future occurrences of claim they are agreeing to follow the terms and conditions set forth under the Goof Proof Plus Plan Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
if I could I would give it no starbought leather sectional sofa from bobs about years ago, it started peeling, I was told by sales person if I get warranty they will replace or fixwhen I placed my claim they stated after review that it was wear and tear We are a family of 2, sofas were barely used I could not get it replaced nor fixedplease do not buy from these people they are scammersthe sales man told me if I was to personally stab the sofa with a knife it would be replacedi got nothingSo its like their furniture has a life span of to years max, then its worthless junk that their own insurance wont cover
Good Morning Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern right We are very sorry that the error caused a delay in the customer receiving the delivery We offer any type of apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology We will offer this customer the delivery fee as a Bob’s Gift Card If the customer would like to accept, please do so through the Revdex.com mediation service and I will submit the paperwork to the Gift Card department to process It will then be sent to the customer, to the email address on this complaint, as an ECard Kindest Regards, Tracy S [redacted] 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 spoke to Tracy S [redacted] and I'm satisfied that Bob's is going to replace the defective recliner Thank you for helping me resolve this issue so promptlyUntil the Revdex.com got involved, they were not willing to resolve itTo me, that speaks volumes on how Bob's conducts businessI truly appreciate your efforts Sincerely, [redacted]
Good Afternoon Revdex.com, size=3> I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to this customer by phone today (4.16.2014)Our records reflect that she has been scheduled for a service repair for this concern and I am currently awaiting her phone call back to verify that her concern has been properly handled Kind Regards, [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 experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jamie to rectify the situation and reach a satisfactory outcome [redacted] has accepted this claim and sent the customer an option letter I have attached this letter for review The customer must reach back out to [redacted] to advise which option they would like to select Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted] ***, and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claimWhen indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board) Why would I make this stuff up! I do not appreciate the implication of my integrity Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM Our claim and initial call was placed with your department for a broken recliner I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done Your response today is the same outrageous direction your rep was giving to me when I called last week You continue to direct the area of concern away from what the true issue is Your company has done a very good job circling around the true reason why we filed the claim to begin with Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house Did not realize that our couch had to be spotless and clean But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??) My pound cat that you wish to continue to focus on did not snap the back of a recliner Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind"Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer to waive delivery fee as compensation for the numerous phone calls and miscommunications We appreciate the Revdex.com mediation in bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, This customer’s request for resolution has been honored and fully processed as of today (4.17.2014) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, that the plan is for accidental damage coverage, and the document further encourages the consumer to read their full plan papers for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved I have attached the terms and conditions (Guardian provides) for your reviewPlease see the below exert from the Terms and Conditions page as it is clearly indicated that an accident must be reported to initiate coverage details within the protection plan: CRYPTON BRAND COVERAGE: • The Plan covers materials and labor costs to service your furniture item in the event your furniture item becomes accidentally damaged during residential use We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further for the customer at this time At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage and the merchandiseThis merchandise has been in the customer’s possession for nearly five years and as there is no remaining warranty coverage thru Bobs Discount Furniture remaining we reserve the right to inspect the merchandise prior to disclosing what (if any) type of courtesy offer we are able to make To move forward please advise the customer that we require a minimum of four (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Bed (or its pieces): - Picture that clearly shows the entire Bed or its pieces (rails/footboard/headboard) if the bed is fully disassembled - 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, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I spoke with [redacted] today (9.05.2014) and apologized for any type of misrepresentation our sales professional may have set forth during ***’s buying experienceI assured [redacted] that we will follow up on the coaching concerns we have and that we truly appreciated her feedback because we strive every day to offer our customers the best experiences overall I have offered to cancel and refund ***’s ‘ [redacted] Protection Plan’ at a prorated amount of $but I have explained to [redacted] that this is not the best option for her as our valued customer I have provided [redacted] with my direct phone number and my email address has she has indicated that she has a concern with her table she would like us to review and wants some time to consider the option of canceling and refunding the protection plan she purchased Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am very sorry that our customer does not find our offers for resolution acceptableI assure you that we are working at full capacity to offer our customer fair options for resolution to her concernsOur Goof Proof Plans are not scams and operate under the same guidelines as many other protection plans sold by other furniture retailersIt is factual that your furniture can be replaced through this plan and the specific choice of recourse you are offered as a consumer is decided and managed by the [redacted] company, not Bobs Discount Furniture It makes me equally as sad as our customer states she is that our effort to help is not being considered by our customerWe were able to work as a Liaison on our customer’s behalf and get the [redacted] company to reconsider our customer’s denied claim [redacted] is currently awaiting contact from this customer and asks that she send in photos to themIf a replacement was to be offered the choice would be up to [redacted] as the protection plan our customer has left on her merchandise is managed through that companyBobs Discount Furniture is able to offer our customer quality service and I am so sorry again if our customer chooses to not see the value and care within our option for resolution Our customer can contact our Customer Care Office at ###-###-#### to schedule the service we can offer or she may follow up with [redacted] at ###-###-#### to get more information about the photos they seek and how to proceed with her protection plan claim through that channel Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year manufacturing guarantee period Bonded Leather offered the look of luxury at a much more affordable price point and as its name depicted, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveWhen this material became available from our manufacturers Bob’s like many other retailers believed it was just short of a miracle We have since found that many of our customers have experienced the adhesion has separated causing a bubbling or peeling of the top leather As this has affected so many of our customers we have made it our policy to offer a reselection to those customers that advise us they have this concern If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 100% of the original cost you paid for the [redacted] sofa and loveseat, this would be a reselection credit We will waive a new delivery fee and expect to pick up the [redacted] set when we deliver the new pieces Please reply back to the Revdex.com mediation service if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit I would also like to know if you can provide any details of the conversation you mention in your complaint As this is not our policy, I would like to know if the customer recalls when this conversation took place and the name of the agent that gave this informationThat is an opportunity for retraining Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Ms [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issuesAfter reviewing Ms [redacted] account and listening to her experiences with us, her frustration and desire for compensation is understood.Ms [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within weeksI have shared Ms [redacted] concerns with our store, customer care and delivery management teamWe have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms [redacted] .As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $bob's discount furniture gift card ; Ms [redacted] immediately refused the offer and demanded $Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms [redacted] case is $Ms [redacted] says that she was working with ***, one of our customer care supervisors who offered her approximately $in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, Bob's Discount Furniture apologizes wholeheartedly to Ms [redacted] for the inconvenience we have causedWe are a company that prides itself on being honest and upfront with our customers while providing exceptional customer serviceIt is obvious that we failed to allow Ms [redacted] to experience the service we humbly pride ourselves and for that , I apologizeI have noted her account with the offer of $compensation in addition to the $gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks [redacted] **
Good Morning Revdex.com, There were no reports made of concern to Bobs Discount Furniture within the factory guarantee periodThe evidence shows an overwhelming amount of accumulated damages present to this merchandiseThe amount of damage that exists combined with the fact that it continued to occur while being unreported validates one reason for coverage denial The protection plan that was purchased, as it is named Goof Proof, is designed to cover incidents of damage that occur from accidentsBobs Discount Furniture is proud to offer our customers the best quality merchandise at the best price point possible and we do apologize that this furniture has not met [redacted] ’s view of value As a consumer I know that a time of purchase is an exciting time and it is easy for information to be misinterpreted or even explained to me in general termsI am confident that our sales professionals would never offer an item to any customer that isn’t worth its price point in value As a courtesy, Bobs Discount Furniture has processed the necessary paperwork to refund the protection plan associated with this merchandiseThe original method of payment on this account was cash so the customer can expect to receive a check from us within the next 7-business daysThe refund has been processed in the amount of $and the check will be sent to: [redacted] / [redacted] *** as this is the listed account holder/shipping address we haveIf the address needs to be updated the account holder will be expected to visit a Bobs store with a government issued ID card to make this changeIf [redacted] should want proof of this refund being processed she may visit her store location and ask for this order number to be printed for her records – Order number: [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Beware !!!! furniture is cheap poor quality and will not last, that is why they push to sell you a warranty from another co who will make excuses not to pay a claimSpend a little more and buy quality furniture from a co that stands behind what they sell.Bob's want's to sell you this useless warranty so you will feel good with your purchase, don't be fooled
Complaint: [redacted] I am rejecting this response because: First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice) After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question(Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate officeThen told me that someone from the “ [redacted] service will contact me within to business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furnitureAs clearly stated in the [redacted] : TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety of
cidental damages you may cause in those FIVE long years!Bob's year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furnitureEven with careful use furniture can get damagedThe Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around itFabrics, Leather & Vinyl Upholstered furniture *Food, Gum or Beverage Stains*Human and Pet Bodily fluid Stains*Grass and Grease stains*Ball Point pen Ink, Marker and Crayon Stains*Nail polish and Nail Polish Remover Stains*Cosmetics and Lipstick Stains*Rips, Tears, Cuts, Punctures and Burns*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms Wood and Hard Surface Furniture [redacted] Food, Gum or Beverage Stains*Nail polish and Nail Polish Remover Stains*Breakage of the Wood Frame or Structure or other Hard Surface*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark*Chip, Scratch, or Breakage of Glass or Mirror Components*Loss of Silvering on Mirrors There shouldn’t be a problem since I have the [redacted] Plan for years on both the Chairs and the Loveseat Sincerely, [redacted]
Good Afternoon Revdex.com, We have spoken with [redacted] twice from our Customer Care OfficesWe called her once on Monday and we spoke with her again today (10.24.2014) in regards to this concern Our records reflect that this sectional was delivered on We sent two technician’s to this customer’s residence on 12/08/ as she reported having a concern with the cushions on this sectionalThe technicians reported to us that they found no defects with this sectional while in the home and tried to educate the customer on how to add stuffing to the cushions should they loose resiliency due to useOur records reflect no further contact from the customer to us over the course of the next three years During my call to the customer on the customer disconnected the call out of what I assume was anger given the elevated tone she selected to communicate with me inI was regretfully unable to get to the point of offering the customer a courtesy best effort serviceShould the customer wish, and the merchandise still be located at the original delivery address, we are willing to send one of our technicians out to the home to service the cushion concerns to the best of our abilityThis merchandise is nearly three years beyond its manufacturing guarantee through Bobs Discount Furniture and the customer did not purchase any additional warranty therefore servicing the merchandise to the best of our ability will not make us liable for the condition of the merchandise after the serviceWe strongly believe in our technicians abilities to determine when an item is defective and when it is experiencing wear and tearPlease consider that is completely and should be expected that any cushion on any piece of furniture looses 20-30% of its resiliency within the first year of useThis sectional has been in the residence far beyond that year so a higher percentage of lost resiliency or wear patterns should be expected and present The customer alleges that the we display different merchandise then what we actually deliver and I tried to assure the customer that this is and I have followed up with our technician’s manager to address this statementAnother point I was regretfully unable to communicate to the customer during our call is that the sectional we currently sell and advertise is an updated version of what was sold and advertised years ago during her purchase periodThe updated sectional has the same look and style to it; however it is manufactured by a completely different companyThe fact that wear and tear occurs to anything you use combined with the fact that this sectional has been updated since the customer’s purchase would be a valid reason as to why the merchandise in the home looks different than what is on our showroom floor years later We are willing to offer the best effort service at no charge and should the customer wish to accept it she is welcome to respond to us in writing through this Revdex.com channel or contact our Customer Care Department at ###-###-#### (Mon-Sat 6:30am -8:00pm) Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture Table Credit Concern: This credit and claim is entered into our system on behalf of a third party companyThis customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another businessThese guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached)The customer has received a credit for the exact amount paid for on the table Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ( [redacted] Products Inc/ [redacted] Brand Coverage) Living room Credit Concern: This is a warranty claim being honored directly from the manufacturer of this productThe manufacturer requires the set to be fully returned to them for various beneficial reasonsAs the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these itemsThe customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basisI can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandiseThis can run anywhere from $- $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Incwill owe responsibility to respond to claims with this particular set If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineupWith the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, face="Calibri">Please pass on our sincerest apologies for the disappointment this customer is experiencing with their product as well as the delay in shipment of the replacement parts The ‘Goof Proof Plus’ plan is a protection plan that is offered and managed thru two different companiesBobs Discount Furniture and [redacted] Protection Products partner together to provide the coverage for our customers and there are terms and conditions (as with any other protection program) set in place to keep resolutions fair for all consumers alikeThis customer is aware of that fact as they have also made claims for service thru the [redacted] companyThe terms and conditions of the plan are not something one company can overturn has they are agreed to by all parties involved and provide a sustainable amount of fairness in the marketplace The price paid for the plan vsthe price paid for the merchandise is enough of a depiction as to why the plan is fulfilled when the item has been replaced once (outside of the Bobs Discount Furniture direct warranty period)For example this would be a full replacement on a $sofa under a plan the customer paid $for, it is more than reasonable to expect that a one time replacement fulfills the parameters of this plan We never anticipated that the part order would take this long to arrive to our customer and we remain very sorry that the seating on their sofa is causing so much concernWe have been reaching out to the vendor who is shipping these seats to us and have been unable to receive an update on the parts shipment ETAWe are still actively working on getting a response for this and can continue to offer replacement parts as a possible option for resolution We no longer carry the exact model sofa that the customer has in the home as we now carry the ‘Maggie II’ in its placeIf the customer is looking to replace the item and forgo any further wait on the parts order we can understand that and a store credit for the price paid on the item will have to be entered to allow the customer to reselect to a different item We can make the following offer for resolution – please have the customer review it and if they find all terms and conditions satisfactory we will create the credit upon receiving their ‘satisfied’ response via Revdex.com They can expect their credit to be active approximately days after the response is sent Reselection Option for Resolution: Price paid for the sofa = $399.00, we will enter a store credit for this amount ( [redacted] State Law does not allow original taxes to be credited after an item has been in the home over days) Once the credit is entered, the customer can visit any Bobs Discount Furniture Showroom and provide their sales person with their credit number and select a different item that may suit their quality expectations better We will expect to remove the current sofa they maintain in the home on the same date we deliver the new item and we will cover the cost of delivering the new merchandise selected as a courtesy As an additional courtesy we will also put the original monies paid for the five year protection plan onto the store credit, in all fairness this replacement should fulfill the protection plan however we understand the inconvenience the extended wait on parts has caused our customer and will agree to add this credit out of the extreme care we display for our customers IN ACCEPTING THIS OFFER OF COURTESY (CREDIT FOR PLAN): the consumer should understand that they are agreeing that this is being done as a courtesy and for all future occurrences of claim they are agreeing to follow the terms and conditions set forth under the Goof Proof Plus Plan Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
if I could I would give it no starbought leather sectional sofa from bobs about years ago, it started peeling, I was told by sales person if I get warranty they will replace or fixwhen I placed my claim they stated after review that it was wear and tear We are a family of 2, sofas were barely used I could not get it replaced nor fixedplease do not buy from these people they are scammersthe sales man told me if I was to personally stab the sofa with a knife it would be replacedi got nothingSo its like their furniture has a life span of to years max, then its worthless junk that their own insurance wont cover
Good Morning Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern right We are very sorry that the error caused a delay in the customer receiving the delivery We offer any type of apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology We will offer this customer the delivery fee as a Bob’s Gift Card If the customer would like to accept, please do so through the Revdex.com mediation service and I will submit the paperwork to the Gift Card department to process It will then be sent to the customer, to the email address on this complaint, as an ECard Kindest Regards, Tracy S [redacted] 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 spoke to Tracy S [redacted] and I'm satisfied that Bob's is going to replace the defective recliner Thank you for helping me resolve this issue so promptlyUntil the Revdex.com got involved, they were not willing to resolve itTo me, that speaks volumes on how Bob's conducts businessI truly appreciate your efforts Sincerely, [redacted]
Good Afternoon Revdex.com, size=3> I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to this customer by phone today (4.16.2014)Our records reflect that she has been scheduled for a service repair for this concern and I am currently awaiting her phone call back to verify that her concern has been properly handled Kind Regards, [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 experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jamie to rectify the situation and reach a satisfactory outcome [redacted] has accepted this claim and sent the customer an option letter I have attached this letter for review The customer must reach back out to [redacted] to advise which option they would like to select Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted] ***, and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claimWhen indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board) Why would I make this stuff up! I do not appreciate the implication of my integrity Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM Our claim and initial call was placed with your department for a broken recliner I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done Your response today is the same outrageous direction your rep was giving to me when I called last week You continue to direct the area of concern away from what the true issue is Your company has done a very good job circling around the true reason why we filed the claim to begin with Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house Did not realize that our couch had to be spotless and clean But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??) My pound cat that you wish to continue to focus on did not snap the back of a recliner Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind"Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer to waive delivery fee as compensation for the numerous phone calls and miscommunications We appreciate the Revdex.com mediation in bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, This customer’s request for resolution has been honored and fully processed as of today (4.17.2014) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, that the plan is for accidental damage coverage, and the document further encourages the consumer to read their full plan papers for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved I have attached the terms and conditions (Guardian provides) for your reviewPlease see the below exert from the Terms and Conditions page as it is clearly indicated that an accident must be reported to initiate coverage details within the protection plan: CRYPTON BRAND COVERAGE: • The Plan covers materials and labor costs to service your furniture item in the event your furniture item becomes accidentally damaged during residential use We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further for the customer at this time At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage and the merchandiseThis merchandise has been in the customer’s possession for nearly five years and as there is no remaining warranty coverage thru Bobs Discount Furniture remaining we reserve the right to inspect the merchandise prior to disclosing what (if any) type of courtesy offer we are able to make To move forward please advise the customer that we require a minimum of four (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Bed (or its pieces): - Picture that clearly shows the entire Bed or its pieces (rails/footboard/headboard) if the bed is fully disassembled - 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, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I spoke with [redacted] today (9.05.2014) and apologized for any type of misrepresentation our sales professional may have set forth during ***’s buying experienceI assured [redacted] that we will follow up on the coaching concerns we have and that we truly appreciated her feedback because we strive every day to offer our customers the best experiences overall I have offered to cancel and refund ***’s ‘ [redacted] Protection Plan’ at a prorated amount of $but I have explained to [redacted] that this is not the best option for her as our valued customer I have provided [redacted] with my direct phone number and my email address has she has indicated that she has a concern with her table she would like us to review and wants some time to consider the option of canceling and refunding the protection plan she purchased Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am very sorry that our customer does not find our offers for resolution acceptableI assure you that we are working at full capacity to offer our customer fair options for resolution to her concernsOur Goof Proof Plans are not scams and operate under the same guidelines as many other protection plans sold by other furniture retailersIt is factual that your furniture can be replaced through this plan and the specific choice of recourse you are offered as a consumer is decided and managed by the [redacted] company, not Bobs Discount Furniture It makes me equally as sad as our customer states she is that our effort to help is not being considered by our customerWe were able to work as a Liaison on our customer’s behalf and get the [redacted] company to reconsider our customer’s denied claim [redacted] is currently awaiting contact from this customer and asks that she send in photos to themIf a replacement was to be offered the choice would be up to [redacted] as the protection plan our customer has left on her merchandise is managed through that companyBobs Discount Furniture is able to offer our customer quality service and I am so sorry again if our customer chooses to not see the value and care within our option for resolution Our customer can contact our Customer Care Office at ###-###-#### to schedule the service we can offer or she may follow up with [redacted] at ###-###-#### to get more information about the photos they seek and how to proceed with her protection plan claim through that channel Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year manufacturing guarantee period Bonded Leather offered the look of luxury at a much more affordable price point and as its name depicted, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveWhen this material became available from our manufacturers Bob’s like many other retailers believed it was just short of a miracle We have since found that many of our customers have experienced the adhesion has separated causing a bubbling or peeling of the top leather As this has affected so many of our customers we have made it our policy to offer a reselection to those customers that advise us they have this concern If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 100% of the original cost you paid for the [redacted] sofa and loveseat, this would be a reselection credit We will waive a new delivery fee and expect to pick up the [redacted] set when we deliver the new pieces Please reply back to the Revdex.com mediation service if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit I would also like to know if you can provide any details of the conversation you mention in your complaint As this is not our policy, I would like to know if the customer recalls when this conversation took place and the name of the agent that gave this informationThat is an opportunity for retraining Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Ms [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issuesAfter reviewing Ms [redacted] account and listening to her experiences with us, her frustration and desire for compensation is understood.Ms [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within weeksI have shared Ms [redacted] concerns with our store, customer care and delivery management teamWe have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms [redacted] .As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $bob's discount furniture gift card ; Ms [redacted] immediately refused the offer and demanded $Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms [redacted] case is $Ms [redacted] says that she was working with ***, one of our customer care supervisors who offered her approximately $in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, Bob's Discount Furniture apologizes wholeheartedly to Ms [redacted] for the inconvenience we have causedWe are a company that prides itself on being honest and upfront with our customers while providing exceptional customer serviceIt is obvious that we failed to allow Ms [redacted] to experience the service we humbly pride ourselves and for that , I apologizeI have noted her account with the offer of $compensation in addition to the $gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks [redacted] **