Good Morning Revdex.com, We apologize that this customer is so unsatisfied with our return and cancelation policyWe try very hard each day to honor our customer’s requests to the best of our ability while still seeking to balance the needs of our business The last page of the sales invoice, which is signed by the consumer prior to leaving our retail location, has clear and concise information regarding our refund and cancelation policies The first line listed under ‘Refunds and Cancelations Policy’ indicates why we are unable to take back the power bed bases Furthermore, in this customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is by written and/or verbal confirmation) at the time of salePlease note that as the power bases act as the mattress’s foundation it can also be concluded by most third party views that we list these as not eligible for return within the ‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point for your review)REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it upMATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ###-###-#### within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance Policy We will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee This customer does have until 7/28/to request a comfort reselection on the mattress if they choose As a business we have not failed this customer, we delivered the merchandise that this customer selected in the condition we promisedOur policies are clearly notated on the documentations the customer was provided and we respect the authority of these policies and procedures in honor of keeping all resolutions fair and adequate for all consumers alike We do appreciate the mediation assistance of the Revdex.com and apologize to the customer again that we have no further recourse to offer relating to this concern Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased. [redacted] ( [redacted] 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 company. Our 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 what is covered by this protection plan and further indicates that there are some exclusion(s) to the protection plan. In this consumer’s specific case I have attached copies of the sales flyers we had in rotation within our showrooms during the period of time this customer purchased. The accidental portion of the plan, again not honored by Bobs as indicated on these sheets as well as the customer’s sales receipt, covers a large variety of staining occurrences for leather product. Stains caused by “jeans” is not a coverable occurrence listed here and therefore would not qualify for coverage under this protection plan. The ink stain is listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan (think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the plan fair for all customers alike – this fact is also notated on both these flyers for consumers knowledge. Bobs Discount Furniture is able to offer recourse relating to factory defects under this plan and we apologize that we do not have the ability to overturn the choices or guidelines of a different company when it comes to the coverage for accidents. Kind Regards, [redacted] [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, size="3"> We certainly apologize to our customer for any confusion that may have been caused by our Customer Care OfficesOur records indicate that we are scheduled to service this customer’s merchandise on The customer has spoken to a member of our supervisory level regarding this matter and we certainly plan to honor the service arrangement we have reflected for As a business we reserve the right to determine what the cause of concern and condition of this merchandise is prior to making any further determination of possible options for courtesy recourseAs the customer has indicated there were no issues reported to us within the expressed warranty period and regardless of the fact that we are more than willing to offer service labor at no charge outside of that warranty period, it is reasonable and should be expected that service labor applies to repair of a defectShould the item have deteriorated due to abuse or wear and tear the current effect is regretfully beyond the control of our business Our technician will make every effort to repair the merchandise should the cause of concern be determined to be the result of a factory defectThe technician will also contact our Customer Care Offices prior to exiting the residence to report to us the outcome of service; we look forward to speaking with the customer directly at that time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for any disappointment our customer is experiencing with their furniture and its wear patternWe are in no way being dishonest and there are plenty of channels with public information available to support the fact that neither a retailer nor a manufacturer in a scenario like this typically offers recourseThe customer’s merchandise is 100% leather and any occurrence of fading or peeling is not covered under the manufacturing warranty as it stems from the environment and usage the item is receivingI.E – if the humidity of a person’s residence is low the leather (being that it is a natural hide) can and will dry out, crack, split, or even begin to peel There are several other instances of examples for environmental usage that can and do cause a true leather product to show early signs of wear and tear Please do not assume that I am implying that with certainty I am aware of one of these examples being the direct contributor to damage with this one individual however, it is reasonable and appropriate for our business to consider all possible scenarios when determining what courtesy offer outside of the warranty may be possible for this situation Should the customer wish to provide the information of who they assert they spoke with ‘as the manufacturer’ for this product I’d certainly be willing to research their statement to its fullest extentTo the best of my knowledge the manufacturers (who are commonly overseas) do not speak with consumers directly and it certainly poses a serious concern for our company if one of our vendors is implying that we are being untruthful to our customer As a one time extreme courtesy we will make the offer listed below, should the customer wish to move forward with this offer they may respond again to this Revdex.com channel as ‘Satisfied’ and we will have our retail location reach out to them shortly after to ensure they are aware of their store credit being activeCourtesy Offer: If the customer would like to reselect to a different set we will provide a credit (store credit) of 70%This 70% will be based off of the original cost paid for the loveseat, sofa, and chair (70% = $1,693.30)In the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseAs an additional courtesy we will offer to include ½ the cost paid to us from the [redacted] ***(1/=$125.00) in the customer’s store credit offerWe will expect to remove the current loveseat, sofa, and chair the customer has in the home before or on the same day the newly selected item is delivered
Dealing with Bob's Discount Furniture has been without a doubt the worst customer service experience I have EVER had. I scheduled a delivery for as soon as possible after the date of purchase. To accommodate the delivery time, I had to take a half day from work, then I receive a call mid-morning that the product was damaged and we would need to reschedule delivery. I called to reschedule and I was told that they didn't have any of my information on file and that they would call back in an hour after it was resolved. After 6 hours I didn't hear anything back and I called. I spoke to a man who said he could possibly squeeze me in for the next Saturday delivery. It's now Friday and I just received a call that Saturday won't work. I now have to wait an additional week because I can't take another half day from work, so now my couch is supposed to arrive two weeks after the purchase date - even though the couch and delivery have already been paid for AND the inability to deliver at the first scheduled time was the company's fault and not my own. The kicker is that when I told the customer service representative that I was dissatisfied with my whole customer service experience and that I would never buy from Bob's again - she said that once the couch is delivered (who knows when that will happen) I MAY be able to get compensation for the delivery fee in the form of a Bob's giftcard. So if I plan on never shopping at Bob's again because of the company's inability to provide even satisfactory customer service - I'm really not getting compensated at all. This company's customer service is lacking. Not only did they inconvenience me greatly with the scheduling problem, but now they have had a negative impact on me financially. Horrible experience.
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and find no account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the inconveniences and frustration we have caused this customer I do see that all merchandise except for the one backordered dresser, were delivered on September 1st The nightstand was delivered damaged and needed to be exchanged The customer also requested a reselection on the chaise We picked that up on the day we exchanged the nightstand The next delivery was the new piece, an end table the customer chose to replace the chaise We can absolutely understand the frustration of the damaged dresser having to be exchanged again We are waiting for stock from the manufacturer The customer does have one in the home that can be used until we receive the replenishment stock It was reported that the one in the home has damaged corners the customer should absolutely use this as their own Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution There was some confusion on the protection plan and which company the customer should be reaching out to for damages, we hope that we have helped to clarify The customer has accepted our offer and will reply to the Revdex.com mediation service We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, This complaint has been resolved On 4/1/14, we spoke with Mrs [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for creditMrs [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use by 6/1/ The full details of the reselection have been disclosed to Mrs [redacted]
Complaint: [redacted] I am rejecting this response because: I just have a hard time believing anything this company says at this pointI was promised a gift card that I should have received over a week ago that still hasn't arrived My husband (against my better judgment) would like to purchase a tv stand to go with our bedroom furniture He does not want it to be delivered and plans to pick it up from the store I told him to wait so that he could use the gift card towards the purchase It's been the longest 5-business days I've ever heard of As far as contacting customer service in regards to my issue after the 17th is not a problem However I do think it will be a waste of time because I've called them before and gotten no where I even spoke to a supervisor who refused to give me any compensation over $ That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your companyI spoke with [redacted] and [redacted] in your cooperate customer service office I explained my entire situation and they could care less I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are I'm tired of going around un circles with you people Maybe I should contact the media so that everyone could be aware of how you truly do business If you continue with these practices you won't be in business long Sincerely, [redacted] [redacted]
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
Good Afternoon Revdex.com- We had become aware of this concern through another outlet, we had reached out to the customer directly to discuss our offer of resolution The customer is considering our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, 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 me Please let me know what the next steps are in order to replace the broken sofa with another one from BobsThank you Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies In an extreme effort to try to make this right for this customer, we will offer to refund the delivery fee paid back to [redacted] Please advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card [redacted] card ending in [redacted] and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon and I am genuinely very sorry for the failures that he has endured during his ***e of needI have assured [redacted] that this is not the excellent service Bobs prides itself on, I am truly grateful that [redacted] has agreed to allow me to assist him directly and provide us with an opportunity to make our failures right by him and his wife I have verified all open store credits with [redacted] (Sofa, Recliner, and 3- Pack of Tables) and provided him with my direct contact information for future useI thank [redacted] for taking the ***e he did to escalate his concerns so that we can address the internal coaching concerns we have and improve all of our customer’s experiences [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as it refers to the box spring. I will take the full refund and give up the 10 year warranty. However, there is still the issue of the desk I originally purchased. I should be refunded the delivery charge for the desk that was never delivered (I have already received a refund for the desk). The desk was scheduled to be delivered on November 14th. When they arrived at my home, I was told that the desk was never loaded on the truck. The delivery fee for the desk shows as $39.99 on [redacted] and I should receive a refund for that portion of the total delivery charge I paid. My total refund should be $172.69. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response and will accept itHowever because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $as promised by Account Manager [redacted] at the [redacted] office when I returned [redacted] callI have an scheduled pick up for this Saturday, October 18, and will receive a full refund within hours according to [redacted] over at credit card refunds I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers Thank you for your help and time with all this Best Regards, *** [redacted]
Good Afternoon Revdex.com, face="C**ibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of s**eAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company **so expressed to the customer at the time of s**e were our guidelines for refunds and cancelationsThe sales invoice clearly indicated to the customer that as a business we do not permit any return for cancelation of merchandise once the merchandise has been accepted into the customer’s possession We made major exceptions in this scenario to work above and beyond our expressed policies to address this customer’s individu [redacted] needs in relation to the power bob bed adjustable base Our records indicate that this customer originally charged a tot [redacted] of $to their financing account Our records indicate that we have refunded a tot [redacted] of $to the customer’s financing account The difference in between these two amounts is equal to the origin [redacted] delivery charge associated with the origin [redacted] completed delivery that the customer would still be expected to pay of $ If the customer is getting and/ or receiving a payment request for $from [redacted] our records indicate that it would be related to the delivery charge of $Bobs Discount Furniture took this merchandise back and refunded the financing account for the merchandise, the merchandise that was taken from the customer’s home could not be re sold and therefore we lost an immense amount of revenue as a company in an effort to please our customerAs the customer has disclosed the merchandise was returned strictly to an event outside of our control and the merchandise had no defects or failures on the part of our business authorizing this returnAgain- as we worked above and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is expected to pay the origin [redacted] (agreed to and acknowledged) delivery fee associated with their financed purchase As another extreme courtesy I have processed a refund for this delivery charge to the customer’s financing account in the amount of $For the customer’s records the transaction number associated with this refund is [redacted] It can take up to one full billing cycle for these funds to show as being refunded on any financing statementWhile we are able to complete this refund as an addition [redacted] courtesy we are unable to take ownership for any interest charged on the amount of this sales order or delivery feeThe customer entered into an agreement with a third party company and should payments be neglected under those agreements that remains a dispute between the customer and financing company, not Bobs Discount Furniture
Revdex.com: Thank you for your quick response, I have reviewed the response made by the business in reference to complaint ID [redacted] , Unfortunately I will not say I am satisfied until I receive a delivery on SaturdayI've been schedule multiple times with no resolutionIf its OK I would like to keep this open until delivery Thank you in advance for all your help Sincerely, [redacted] ***
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the purchase that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any wayThe company reaching out to the customer is not Bob’s The company the customer has issue with is [redacted] Bob’s Discount Furniture is responsible for the warranty on the pieces that were delivered on May 24, We have not been made aware of any issues with the merchandise If the customer is unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that this customer is so unsatisfied with our return and cancelation policyWe try very hard each day to honor our customer’s requests to the best of our ability while still seeking to balance the needs of our business The last page of the sales invoice, which is signed by the consumer prior to leaving our retail location, has clear and concise information regarding our refund and cancelation policies The first line listed under ‘Refunds and Cancelations Policy’ indicates why we are unable to take back the power bed bases Furthermore, in this customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is by written and/or verbal confirmation) at the time of salePlease note that as the power bases act as the mattress’s foundation it can also be concluded by most third party views that we list these as not eligible for return within the ‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point for your review)REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it upMATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ###-###-#### within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance Policy We will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee This customer does have until 7/28/to request a comfort reselection on the mattress if they choose As a business we have not failed this customer, we delivered the merchandise that this customer selected in the condition we promisedOur policies are clearly notated on the documentations the customer was provided and we respect the authority of these policies and procedures in honor of keeping all resolutions fair and adequate for all consumers alike We do appreciate the mediation assistance of the Revdex.com and apologize to the customer again that we have no further recourse to offer relating to this concern Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased. [redacted] ( [redacted] 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 company. Our 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 what is covered by this protection plan and further indicates that there are some exclusion(s) to the protection plan. In this consumer’s specific case I have attached copies of the sales flyers we had in rotation within our showrooms during the period of time this customer purchased. The accidental portion of the plan, again not honored by Bobs as indicated on these sheets as well as the customer’s sales receipt, covers a large variety of staining occurrences for leather product. Stains caused by “jeans” is not a coverable occurrence listed here and therefore would not qualify for coverage under this protection plan. The ink stain is listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan (think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the plan fair for all customers alike – this fact is also notated on both these flyers for consumers knowledge. Bobs Discount Furniture is able to offer recourse relating to factory defects under this plan and we apologize that we do not have the ability to overturn the choices or guidelines of a different company when it comes to the coverage for accidents. Kind Regards, [redacted] [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, size="3"> We certainly apologize to our customer for any confusion that may have been caused by our Customer Care OfficesOur records indicate that we are scheduled to service this customer’s merchandise on The customer has spoken to a member of our supervisory level regarding this matter and we certainly plan to honor the service arrangement we have reflected for As a business we reserve the right to determine what the cause of concern and condition of this merchandise is prior to making any further determination of possible options for courtesy recourseAs the customer has indicated there were no issues reported to us within the expressed warranty period and regardless of the fact that we are more than willing to offer service labor at no charge outside of that warranty period, it is reasonable and should be expected that service labor applies to repair of a defectShould the item have deteriorated due to abuse or wear and tear the current effect is regretfully beyond the control of our business Our technician will make every effort to repair the merchandise should the cause of concern be determined to be the result of a factory defectThe technician will also contact our Customer Care Offices prior to exiting the residence to report to us the outcome of service; we look forward to speaking with the customer directly at that time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for any disappointment our customer is experiencing with their furniture and its wear patternWe are in no way being dishonest and there are plenty of channels with public information available to support the fact that neither a retailer nor a manufacturer in a scenario like this typically offers recourseThe customer’s merchandise is 100% leather and any occurrence of fading or peeling is not covered under the manufacturing warranty as it stems from the environment and usage the item is receivingI.E – if the humidity of a person’s residence is low the leather (being that it is a natural hide) can and will dry out, crack, split, or even begin to peel There are several other instances of examples for environmental usage that can and do cause a true leather product to show early signs of wear and tear Please do not assume that I am implying that with certainty I am aware of one of these examples being the direct contributor to damage with this one individual however, it is reasonable and appropriate for our business to consider all possible scenarios when determining what courtesy offer outside of the warranty may be possible for this situation Should the customer wish to provide the information of who they assert they spoke with ‘as the manufacturer’ for this product I’d certainly be willing to research their statement to its fullest extentTo the best of my knowledge the manufacturers (who are commonly overseas) do not speak with consumers directly and it certainly poses a serious concern for our company if one of our vendors is implying that we are being untruthful to our customer As a one time extreme courtesy we will make the offer listed below, should the customer wish to move forward with this offer they may respond again to this Revdex.com channel as ‘Satisfied’ and we will have our retail location reach out to them shortly after to ensure they are aware of their store credit being activeCourtesy Offer: If the customer would like to reselect to a different set we will provide a credit (store credit) of 70%This 70% will be based off of the original cost paid for the loveseat, sofa, and chair (70% = $1,693.30)In the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseAs an additional courtesy we will offer to include ½ the cost paid to us from the [redacted] ***(1/=$125.00) in the customer’s store credit offerWe will expect to remove the current loveseat, sofa, and chair the customer has in the home before or on the same day the newly selected item is delivered
Dealing with Bob's Discount Furniture has been without a doubt the worst customer service experience I have EVER had. I scheduled a delivery for as soon as possible after the date of purchase. To accommodate the delivery time, I had to take a half day from work, then I receive a call mid-morning that the product was damaged and we would need to reschedule delivery. I called to reschedule and I was told that they didn't have any of my information on file and that they would call back in an hour after it was resolved. After 6 hours I didn't hear anything back and I called. I spoke to a man who said he could possibly squeeze me in for the next Saturday delivery. It's now Friday and I just received a call that Saturday won't work. I now have to wait an additional week because I can't take another half day from work, so now my couch is supposed to arrive two weeks after the purchase date - even though the couch and delivery have already been paid for AND the inability to deliver at the first scheduled time was the company's fault and not my own. The kicker is that when I told the customer service representative that I was dissatisfied with my whole customer service experience and that I would never buy from Bob's again - she said that once the couch is delivered (who knows when that will happen) I MAY be able to get compensation for the delivery fee in the form of a Bob's giftcard. So if I plan on never shopping at Bob's again because of the company's inability to provide even satisfactory customer service - I'm really not getting compensated at all. This company's customer service is lacking. Not only did they inconvenience me greatly with the scheduling problem, but now they have had a negative impact on me financially. Horrible experience.
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and find no account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the inconveniences and frustration we have caused this customer I do see that all merchandise except for the one backordered dresser, were delivered on September 1st The nightstand was delivered damaged and needed to be exchanged The customer also requested a reselection on the chaise We picked that up on the day we exchanged the nightstand The next delivery was the new piece, an end table the customer chose to replace the chaise We can absolutely understand the frustration of the damaged dresser having to be exchanged again We are waiting for stock from the manufacturer The customer does have one in the home that can be used until we receive the replenishment stock It was reported that the one in the home has damaged corners the customer should absolutely use this as their own Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution There was some confusion on the protection plan and which company the customer should be reaching out to for damages, we hope that we have helped to clarify The customer has accepted our offer and will reply to the Revdex.com mediation service We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, This complaint has been resolved On 4/1/14, we spoke with Mrs [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for creditMrs [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use by 6/1/ The full details of the reselection have been disclosed to Mrs [redacted]
Complaint: [redacted] I am rejecting this response because: I just have a hard time believing anything this company says at this pointI was promised a gift card that I should have received over a week ago that still hasn't arrived My husband (against my better judgment) would like to purchase a tv stand to go with our bedroom furniture He does not want it to be delivered and plans to pick it up from the store I told him to wait so that he could use the gift card towards the purchase It's been the longest 5-business days I've ever heard of As far as contacting customer service in regards to my issue after the 17th is not a problem However I do think it will be a waste of time because I've called them before and gotten no where I even spoke to a supervisor who refused to give me any compensation over $ That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your companyI spoke with [redacted] and [redacted] in your cooperate customer service office I explained my entire situation and they could care less I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are I'm tired of going around un circles with you people Maybe I should contact the media so that everyone could be aware of how you truly do business If you continue with these practices you won't be in business long Sincerely, [redacted] [redacted]
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
Good Afternoon Revdex.com- We had become aware of this concern through another outlet, we had reached out to the customer directly to discuss our offer of resolution The customer is considering our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, 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 me Please let me know what the next steps are in order to replace the broken sofa with another one from BobsThank you Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies In an extreme effort to try to make this right for this customer, we will offer to refund the delivery fee paid back to [redacted] Please advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card [redacted] card ending in [redacted] and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, I spoke with [redacted] this afternoon and I am genuinely very sorry for the failures that he has endured during his ***e of needI have assured [redacted] that this is not the excellent service Bobs prides itself on, I am truly grateful that [redacted] has agreed to allow me to assist him directly and provide us with an opportunity to make our failures right by him and his wife I have verified all open store credits with [redacted] (Sofa, Recliner, and 3- Pack of Tables) and provided him with my direct contact information for future useI thank [redacted] for taking the ***e he did to escalate his concerns so that we can address the internal coaching concerns we have and improve all of our customer’s experiences [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as it refers to the box spring. I will take the full refund and give up the 10 year warranty. However, there is still the issue of the desk I originally purchased. I should be refunded the delivery charge for the desk that was never delivered (I have already received a refund for the desk). The desk was scheduled to be delivered on November 14th. When they arrived at my home, I was told that the desk was never loaded on the truck. The delivery fee for the desk shows as $39.99 on [redacted] and I should receive a refund for that portion of the total delivery charge I paid. My total refund should be $172.69. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response and will accept itHowever because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $as promised by Account Manager [redacted] at the [redacted] office when I returned [redacted] callI have an scheduled pick up for this Saturday, October 18, and will receive a full refund within hours according to [redacted] over at credit card refunds I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers Thank you for your help and time with all this Best Regards, *** [redacted]
Good Afternoon Revdex.com, face="C**ibri">Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of s**eAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company **so expressed to the customer at the time of s**e were our guidelines for refunds and cancelationsThe sales invoice clearly indicated to the customer that as a business we do not permit any return for cancelation of merchandise once the merchandise has been accepted into the customer’s possession We made major exceptions in this scenario to work above and beyond our expressed policies to address this customer’s individu [redacted] needs in relation to the power bob bed adjustable base Our records indicate that this customer originally charged a tot [redacted] of $to their financing account Our records indicate that we have refunded a tot [redacted] of $to the customer’s financing account The difference in between these two amounts is equal to the origin [redacted] delivery charge associated with the origin [redacted] completed delivery that the customer would still be expected to pay of $ If the customer is getting and/ or receiving a payment request for $from [redacted] our records indicate that it would be related to the delivery charge of $Bobs Discount Furniture took this merchandise back and refunded the financing account for the merchandise, the merchandise that was taken from the customer’s home could not be re sold and therefore we lost an immense amount of revenue as a company in an effort to please our customerAs the customer has disclosed the merchandise was returned strictly to an event outside of our control and the merchandise had no defects or failures on the part of our business authorizing this returnAgain- as we worked above and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is expected to pay the origin [redacted] (agreed to and acknowledged) delivery fee associated with their financed purchase As another extreme courtesy I have processed a refund for this delivery charge to the customer’s financing account in the amount of $For the customer’s records the transaction number associated with this refund is [redacted] It can take up to one full billing cycle for these funds to show as being refunded on any financing statementWhile we are able to complete this refund as an addition [redacted] courtesy we are unable to take ownership for any interest charged on the amount of this sales order or delivery feeThe customer entered into an agreement with a third party company and should payments be neglected under those agreements that remains a dispute between the customer and financing company, not Bobs Discount Furniture
Revdex.com: Thank you for your quick response, I have reviewed the response made by the business in reference to complaint ID [redacted] , Unfortunately I will not say I am satisfied until I receive a delivery on SaturdayI've been schedule multiple times with no resolutionIf its OK I would like to keep this open until delivery Thank you in advance for all your help Sincerely, [redacted] ***
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the purchase that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any wayThe company reaching out to the customer is not Bob’s The company the customer has issue with is [redacted] Bob’s Discount Furniture is responsible for the warranty on the pieces that were delivered on May 24, We have not been made aware of any issues with the merchandise If the customer is unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison