Good Afternoon Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved I have included a copy of the terms and conditions associated with this protection plan, like any other protection plan sold on electronics, automobiles, or home appliances there are exclusions to coverage that every consumer must adhere to in order to keep all resolutions fair for all consumers alike As per the documents provided and expressed (whether written or verbally) the customer no longer has coverage for any instances directly thru Bobs Discount FurnitureThis customer is demanding that we make a special exception for them outside of all expressed and written policiesAs a business we are unable to overturn the choices made by a completely separate businessWe are willing to make a one time only courtesy offer for resolution because we care very genuinely for our customer’s happinessPlease note this merchandise, having been in the home for nearly three years is not eligible for resale and would need to be disposed of by our business Offer for Resolution: We will provide the customer with 70% store credit based on the price paid to us for the 82” Sofa and the 92” Sofa (Credit = $ 558.60) Once they have visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional courtesy we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100-$savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service technician experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with [redacted] to rectify the situation and reach a satisfactory outcome This customer has an exchange scheduled for 4/27/ We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- The offer of compensation as a refund that was made was the maximum offer we were able to make this was not offered just for the bunk bed but for all of the issues We did offer the customer an additional store credit of $as part of the offer; the customer declined that part of the offer We understand that the customer was seeking additional compensation Compensation is offered as a token of apology Bob’s is not obligated to agree to any request for compensation from a customer that we deem unreasonable We do not compensate for lost wages We believe in offer compensation based on the failures on the account Compensation based on lost wages would not be fair and equitable across the board 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] the name on the order is [redacted] under phone number ###-###-####With the delivery address of: [redacted] Sincerely, [redacted]
Good Morning Revdex.com, Please review the below communications –from the bottom up and log as our response to this concern The customer and I have personally communicated several times and our business has done our very best to offer this customer resolution on a concern that is occurring far beyond the control of our business [redacted] My last response to the customer is listed first ( directly below) [redacted] On Friday, January 22, 8: AM, "Gauthier, Stephanie" [redacted] wrote: Good Morning [redacted] I do apologize that my example was not perceived as I had intended it to beHow about this: If the item you purchase from us, we will say sofa, does not fit thru your doorway when we come to deliver it – the responsibility of knowing the measurements to your home does not fall on our salespersonA salesperson cannot be expected to know what the environment the merchandise is going into is going to look like, nor is it reasonable to hold any retail associate (from any business) liable for a concern that stems from the environment the merchandise is in and literally beyond the control of that business We did not sell you a frame and the fact remains that the products we did sell you have no manufacturing defect concern within them Our technician’s report as recorded– is listed below: time in time out alfredo matt was sinking- due to the type of frame they have, they don’t have slats or bar going across matt was up to standards frame was purchased from another store not from bobs and doesn’t work out with matt, needs new frame Above Comments Added By C***On 12/31/at 12: As you can see our technician did not indicate that there was any defect concern within your mattress or foundation and with all due respect if your foundation is sagging it is truly because you are not supplying it with the proper support it needs at this time We recommended proper support for your mattress by selling you the foundation, what we didn’t sell you is what is causing your concern – as fully indicated by our Service ProfessionalIf you were to put your mattress and foundation onto a level surface (or into a metal bed frame) with proper support you would soon see that there is no concern of sagging present within the products purchased from our business The bed protector you purchased – as indicated on its packaging is designed to cover the mattress itself against staining, ripping, tearing and other accidental events that could happen to the mattress material itselfThe claim you are seeking coverage on does not even remotely apply to the protection purchased for the mattress We have made you the most fair and adequate offer possible and I apologize to you that our business cannot take responsibility for a product that we didn’t sell youAs indicated before I understand your position as a consumer and the best thing my business can do for you is help you to get proper support for the mattress and foundation you currently have I do hope you can see the value in our offer and as a final courtesy we will offer (in addition to the $gift card) to cover ½ the cost of any delivery fee associated with the purchase of a king sized metal bed frame Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: [redacted] Sent: Thursday, January 21, 8:PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted] Stephanie, I think the floor comparison is nothing like this situationThe frame is part of the bedYour store sells frames, foundations, and mattressesYou do not sell floorsNo one in your store informed us that the frame had to have supports to avoid damageNo one informed us that the frame mattered at allWe strongly believe that the salesman had a responsibility to explain to us that the type of frame and supports under the foundation were important to avoid damage Also, the person who came out to our house to look at the mattress and foundation pointed out that the foundation is saggingI don't think there is any way that at this point placing support under the foundation would correct itIt is not flexibleAs far as the sagging in the mattress, I don't know if support would correct that eitherThe person who looked at the mattress and foundation told me he was recommending that we receive a new mattress and foundationHe must have thought that they could not be corrected with supportAccording to your customer care representative, the people sent out to examine these issues are trained expertsIf that is correct, then your proposed solution won't solve the problem At this point we are simply asking that you stand behind the products that you sellClearly, your salesmen should be instructed to explain to customers the importance of the proper support under the foundationIf you would replace our mattress and foundation and provide the proper information to your customers in the future, your company will never have to deal with this type of problem again Lastly, even if your position is that we caused this damage, certainly it was not done on purposeIt has to be considered accidentalWe purchased your goof proof plus protection plan which supposedly covers accidental damageI know you are an honorable company and there is no way that you would sell customers a protection plan and then when they have a problem, reject their claimThat would be fraud, plain and simple Bob's is better than that I am respectfully asking that you replace our mattress and foundation, or provide us store credit equal to the cost of the mattress and foundation, or a full refund Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] On Thursday, January 21, 4: PM, "Gauthier, Stephanie" [redacted] > wrote: Hi [redacted] , I’m so sorry I wasn’t available when you called me back, I just tried to call your cell and it went to voicemail I completely understand and acknowledge what you are communicating regarding your time of purchase however it is relevant to state that the items you purchased from our business were delivered and (to the best of my knowledge) assembled in the place you requested our delivery team assemble them While I again understand why you feel our business let you down it is reasonable for any retailer to expect that any consumer understand the responsibility with ensuring their bedding purchase has proper supportPlease know that I am not seeking to place blame in this scenario but please consider the consequence similar to: I purchase a new appliance (we will use washer/dryer –as I just made this purchase) from a retailer and also purchase the floor matt/support deck that the retailer recommends for proper support of that appliance If I then take that washer and place it on my floor (that does not have enough support beneath it to hold that washer and its decking matt up) and the washer falls through the flooring, the responsibility of the repair needed to the washer or the flooring does not fall back on the retailer I purchased those items from Please feel welcome to correct me if my perception is wrong here – it sounds to me like the mattress and foundation you purchased from us was essentially placed into a hole and the mattress/ foundation is only sinking because it is resting in a holeOnce that mattress and foundation are adequately supported they will no longer show any signs of sagging I am not certain what type of king size bed you have in your home (metal frame or a wood set of headboard/footboard/rails) currently, we do offer king size metal bed frames or we also offer support systems that can be purchased and installed into various types of beds We can offer you a $Bobs Discount Furniture Gift Card for the failure in communication you feel you experienced during your purchaseThis gift card could be used towards the purchase of a king sized metal bed frame that we sell that would resolve your concern all together Let me know your thoughts and Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: A [redacted] Sent: Thursday, January 21, 3:PMTo: G [redacted] , StephanieSubject: Re: In response to your concern: Customer No: [redacted] Stephanie, Thank you for getting back to me There are no supportsThe frustrating part to the whole situation is that I was told by the salesman and the finance person at the time of purchase that I needed to buy the Bob's foundation to ensure I was protectedI wasn't ever informed about anything relating to the frame or any additional supports under the foundation Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email [redacted] On Thursday, January 21, 2: PM, "Gauthier, Stephanie" [redacted] wrote: Good Afternoon [redacted] , I do hope you can accept my sincerest apologies on behalf of Bobs Discount Furniture for the lack of care it seems your concern has been met withI find it appalling that you weren’t able to speak with a supervisor when you requested to and I would certainly like to help you move forward in any way that I can At this time the documentation I have located within your account does not necessarily suggest that the frame you have caused damage to your mattress, it illustrates more so that the framing you have is incompleteI assure you that I am not trying to add insult to injury in asking you the following question, my number one priority is ensuring that you are well taken care of Is there a support system under the foundation? I.E–long pieces of wood that commonly (horizontally) rest from one end of the bed railings all the way to the other end of the bed railings? I did leave a message for you with a woman who answered the business line you posted in your emailI look forward to hearing back from you and I am available (normally until 3:30pm) by phone or email Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) : [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies DearMs [redacted] Here is a quick layout of my problemWe purchased a mattress about ten months ago, from Bob's Furniture store on [redacted] *or $After we received it, it was brought to our attention that if we didn't have the Bob's foundation our Bob's warranty would be voidSo we spent another $dollars for the foundationAfter several months I noticed the mattress was sinking on one sideWe called the store and their technician came out to take a look and verified the mattress was indeed damaged as well as the foundationHe claimed it was because we didn't have a proper frame for that foundationHe also said that he was going to recommend a new bed but that we should get a different frameWe were supposed to receive a call from customer services after the new year but no one calledAfter we reached out to them they proceeded to tell us they are not responsible because it was our frame so it was our fault No where does it specify that the mattress requires special equipment to avoid damageNo one ever mentioned that a special frame was required to avoid damageIronically, after further inquiry with Bob's staff it was also discovered that had we kept our old box spring we probably would not have had this problemI also feel that it is difficult to prove that our frame caused the problem and it can be a defect in the mattress and foundation, since I have had my previous bed for over years and this never happened I have spoken to three customer service representatives already, all of which are unauthorized to make decisions They will not put a supervisor on the line, I am put on hold while they speak to the supervisorI asked for a name and address to reach out to someone in charge and they told me they don't have that information I am very angry and frustrated at this pointWe have been loyal Bob’s customer’s for years and have always told our friends and family about the great products and prices that you offerThis is the first time we have ever had an issue with Bob’sNow we have spent over $on a bed, which was a major purchase for our family and it is basically ruined and Bob’s is refusing to helpWe had absolutely no idea about the frameThe salesman simply asked if we had a frameOther than that, there was no discussion about any potential problems that the frame could causeThere was no explanation that if there was a problem, that our warrantee would be worthless I would like to keep the good relationship with Bob’s and continue to recommend them to others, however if you can’t help me then I will have no choice but to file a complaint with the Revdex.comI do not think it is fair to abandon a customer on a purchase such as this when the store did not explain the risks properlyIn fact, since the salesman and the manager DID explain the risks of not buying the foundation from Bob’s and DID NOT explain the risks or even discuss the frame, by omission of that information Bob’s implied that the frame did not matterAlso keep in mind that we purchased the goof proof protection which is supposed to include accidental damage caused by usWhile I don’t know for sure that we caused the damage, even if we did, it certainly would be considered accidental I hope you can understand our frustration and hope for a resolutionWe are simply asking for one of three options: A replacement mattress and foundation (of equal value) or Store credit equal to the price of the mattress and foundation or 3) a full refund of the price of the mattress and foundation Your prompt attention to this matter would be greatly appreciated Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] first communication from the customer is listed (directly above) [redacted] Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning MsCarboni, Thank you for selecting Bob's Discount Furniture for your home furnishing needsI apologize the sectional failed to meet your quality expectationsThe sectional was advertised as being 100% leather, everywhere the body touches and vinyl match on the side and back panels Our records indicate that customer care has agreed to issue a refund instead of a store creditThe delivery fee, tax and special order charge are all, non-refundableThe option to return the sectional was a courtesy, given the fact that our Service technician indicated that the damage was unrelated to a defectThe delivery fee you paid last year, covered the initial delivery as well as the pick up of the merchandise, special order fee's are non-refundable and also indicated on your sales invoice, Connecticut state law does not allow the refund of sales tax, after days of purchase Currently we are scheduled to pick up the sectional on, July 9, Once pick up is complete a refund in the amount of $will be applied to your MasterCard Your business is appreciated and we apologize for any and all inconvenience we may have caused youIt is our hope that you understand our position and appreciate our willingness to override the Service technician's report, pick up the furniture and issue a refund Sincerely, [redacted] ***
Good Afternoon [redacted] , I apologize that you and your father are unhappy with the current performance of your plush gel mattress. I can certainly understand your aggravations as a mattress is one of the most important items in our everyday lives. I can assure you that Bobs Discount Furniture cares very deeply that our customers receive satisfaction with products they purchase from us. I thank you for bringing the lack of follow up you have received to my attention and we will take the opportunity you have provided us with to address our training concerns accordingly. Our records reflect that this mattress is not experiencing any manufacturing defect. The standard of measuring a mattress defect is not a standard of Bobs Discount Furniture; it is a dimension that is set by the manufacturer of the mattress and an industry standard that must be upheld by all furniture retailers. Mattress’s today are made with multiple comfort layers and as these comfort layers start to conform to the sleeper’s body signature it should be expected that an impression may be visible. We commonly hear from past customers who are concerned about body impressions developing on their mattress. This is a natural concern to have, as a nook on the surface of a mattress can signal a manufacturing defect. However, every body impression isn't an indication of faulty wear. Eventually, every mattress develops body impressions. As the comfort materials in a mattress are compressed over time, they slowly lose the ability to return to their original shape. In a similar way that new shoes feel stiff at first, and then slowly form to your feet, your mattress will slowly conform to the shape of your body. By rotating your mattress every three months (especially during the first year), you can promote even wear of the comfort materials. Distributing wear over more areas of the mattress will help to ensure that your mattress remains free from excessive body indentations. The mattress your father has is made with a large amount of plush (extra soft) gel infused memory foam. It is customary for this type of material makeup to quickly conform to a sleeper’s body signature. Most of our customer’s purchase this type of soft mattress because they take comfort in the extra elasticity and feeling of encasement that occurs with foam manufactured to remember your body monogram (memory foam). Bobs Discount Furniture truly wishes to help every customer who has a concern and as an extreme courtesy we can offer you a final reselection opportunity to return to our Bobs store and select a mattress that will better fit your father’s needs for support. Please understand that by offering you this option for resolution we are truly working above our normal processes. As a business we are covering the cost of disposing a mattress that has no defect within it a second time for you as your account reflects that you have already made a comfort reselection on the firm version that was originally purchased. Should you choose to move forward with this option we will not be able to offer you further recourse unless the new mattress has a manufacturing defect, within warranty, as deemed by one of our factory trained service technicians. I feel terrible that your father is not receiving the good night’s sleep that he deserves and I genuinely wish to help you because we value each and every one of our customers. Please respond to me through this channel and let me know how you would like to proceed. Thank you for your time and making this complaint so we can continue to improve our customer’s experience. [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this [redacted] doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you Sincerely, [redacted]
Good Afternoon Revdex.com- size="3"> Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence We are sincerely sorry that this customer is not completely satisfied with the Luxe set purchased in We sent our technician to the home on The technician did determine that there was a defect in one casing A replacement part was ordered and will be delivered to the customer in February We are very sorry that there was a delay in the manufacturer shipping the part to us Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize that we failed to properly deliver and assemble your daughter's bedI imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in itI have shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood I assure your that your experience is not the norm of our delivery serviceIf you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture Otherwise a refund check in the amount of $was processed and mailed out to your home on June 5, and you should expect to receive it within 10-business days.Thanks, [redacted]
Good Afternoon Revdex.com, As of today – 1.30.2016- I am not certain this customers desired settlement remains the same Our records indicate that they have an even exchange scheduled to take place on and have also arranged to purchase (and pick up) an additional item from us that matches their original living room set Our records further depict that we have provided our customer with compensation (multiple compensations) and I am confident that any sales communication concern was addressed by our retail management directly Our business is currently looking forward to the exchange scheduled for and we thank our customer for working with us directly to address their complaints Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com and Doreen- We are very sorry for the issues the delay in delivery and poor service caused you We absolutely agree that you should be refunded for the damaged ottoman We did not complete the delivery correctly We will absolutely take it back for a refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the pick up is completed and the credit card number is entered into the transactions the refund(s) should process back to you within 5-business daysAnytime after 10am and before 9pm Dial ###-###-#### Press the number one (1) on your keypad when you hear Bobs voice When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt
Good Afternoon ***, I am very sorry to hear that you are experiencing such disappointment with your chairs and their current performanceI would equally be as frustrated as you if I felt the constant need to fix my own productI sincerely apologize that your wife encountered a safety concern while using your product and I do hope she is ok I assure you that our Goof Proof Plans are very valuable investments that many of our customers find success in usingOf course the plans have exclusions as the company who manages this plan ( [redacted] ) must ensure fairness across the board to all consumersHaving been with Bobs Discount Furniture for several years I find that many upset consumers post online when they have tried to make a claim, yet not taken the suitable steps to educate themselves on their protection plan prior to calling for assistanceIt is such a sad occurrence when any customer feels they must take the route of social media negativity because there are so many of us here that truly care about listening and rectifying our customers concerns if only we are given the appropriate opportunityThe Goof Proof Plan you purchased in covers a variety of accidents that may occur while being around or using the furniture, sitting on a chair is not considered an accidental occurrence as that is what the chair is intended forAlso, the continued tightening of these chairs can and will result in too much stress on the products frame which will cause cracking and breakage to occurBobs Discount Furniture offers our customer’s a one year guarantee on dining room sets and as you are beyond that one year period our options for resolution become limitedI do see that we (Bobs Discount Furniture) came out to service one of your chairs for a loose leg concern on and our records indicate that our technician installed brand new screws into the chair leg he took out and completely reattachedYou made us aware that you were unhappy with the chair we serviced and we brought you a brand new chair on Since these occurrences we have not been made aware that you were experiencing further disappointment with that particular chair or any of the other chairs I really do wish to help you further and come up with an option for resolution that will both balance the needs of my company and the needs of our valuable customerAs the address you have provided in this complaint differs from the address on your sales order, can you please confirm with me where these chairs are currently located? If your chairs are in [redacted] it will drastically change the options for recourse I haveThe company that manages your Goof Proof Plan ( [redacted] ) is a nationwide company, however you are seeking resolution directly through Bobs Discount Furniture and [redacted] is not currently located within our service areasPlease provide me this information and I will respond back to you as soon as possible Best Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon BBB and [redacted] I am very sorry to hear you have located pests in your product. Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests. The merchandise that you purchased was a new product that was wrapped from the manufacturer. I can imagine that this ordeal has not been easy on you, but the facts are that the source of bugs are from somewhere other than new furnishings. There have been no reports from the customer concerning bed bugs. This customer did call into the call center to report spiders on her merchandise. We have reports from 3/23/16 and 4/9/16. On both of those calls the customer reported to us that they were experiencing an issue with spiders. On both of those calls we explained to the customer that we take all necessary precautions to prevent insects. This merchandise was delivered in November, at a time of year when bugs are looking for warm places to winter. Whether this customer has experienced spiders as originally reported or bed bugs as this complaint states, the origin of the insects would be far more likely to be from being carried in from the outside or a hitchhiker on a shoe or bag, then from brand new factory fresh merchandise. Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with them. Please be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed. We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control. Kindest Regards, Tracy S. Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I never asked for a stop payment on the check and neither did my motherIf this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy" I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was madeHowever, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate officeAfter waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the checkFurthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, That being said, when my mother went to your [redacted] location on May 17, to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds"And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills As I have stated, neither my mother nor I requested a stop payment on the checkAs a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the checkFollowing that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no helpAfter speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursedThat is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund" We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymoreIt is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by nowI simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on itI will not be satisfied nor stop complaining until I get my money back, so please get me my money back! Thank you for your attention to this matter Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry for any miscommunication that has occurred We have reviewed the photos from the technician from day of service and the bed does have the correct number of slats The bed is supposed to have twelve slats and in the photo I can see there are twelve slats present I am not sure exactly which pieces that customer is missing or believes that there should be more of Is it possible there were slats missing and the technician added more? If the customer could submit a photo or give a more detailed description of what the concern is, we will discuss with our service department Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Our records indicate that this complaint has been resolved as of Bobs has reached out to our valuable customer and agreed to cover certain costs associated with replacing this merchandiseWe worked directly with the [redacted] company to ensure that our customer gets the resolution she truly deserves for her concernPlease extend my apologies that this issue has caused her so much stress and anxietyHer reselection credit number is: [redacted] and will expire on if it is not used towards selecting a new sofa before that timeWe have also taken on the responsibility of covering the cost to deliver her new selection; we genuinely hope that she believes in Bobs Discount Furniture again Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a bedroom set with cash before thanksgiving The set was delivered two weeks later on December 5, minutes past the hour wait time with the footboard missingThe reorder was delivered on December 9, with a promise of compensation for the footboard and assembly of the bedOnce the bed was assembled it was discovered that the bed slacks to hold the mattress was missingCustomer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December I asked for an earlier date with little positive response from this customer service personI then asked the customer service person was it expected that I sleep on the floor for two weeks with no responseI asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep onThe customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, three days before her original order of the correct slacksAgain inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customerI am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encounteredI have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a jokeI have also and will spread the word to avoid bobs furniture at all costAfter this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furnitureThe customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacksI had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom setFinally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furnitureI'm really expecting to be kissed when being bumped on my head with their sweet response
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to completeIf you have problem be assured that it will not be taken careI will never shop there againI can't believe Revdex.com rating is A+
Good Afternoon Revdex.com, Please pass on our apologies to our customer for the disappointment he has experienced with the table he purchased from us Our records indicate that on the original date of service we spoke directly with [redacted] and confirmed the reasons why we were unable to offer an even exchange on the table Per our records on 6.14.2014: [redacted] to table
Good Afternoon Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved I have included a copy of the terms and conditions associated with this protection plan, like any other protection plan sold on electronics, automobiles, or home appliances there are exclusions to coverage that every consumer must adhere to in order to keep all resolutions fair for all consumers alike As per the documents provided and expressed (whether written or verbally) the customer no longer has coverage for any instances directly thru Bobs Discount FurnitureThis customer is demanding that we make a special exception for them outside of all expressed and written policiesAs a business we are unable to overturn the choices made by a completely separate businessWe are willing to make a one time only courtesy offer for resolution because we care very genuinely for our customer’s happinessPlease note this merchandise, having been in the home for nearly three years is not eligible for resale and would need to be disposed of by our business Offer for Resolution: We will provide the customer with 70% store credit based on the price paid to us for the 82” Sofa and the 92” Sofa (Credit = $ 558.60) Once they have visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional courtesy we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100-$savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service technician experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with [redacted] to rectify the situation and reach a satisfactory outcome This customer has an exchange scheduled for 4/27/ We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- The offer of compensation as a refund that was made was the maximum offer we were able to make this was not offered just for the bunk bed but for all of the issues We did offer the customer an additional store credit of $as part of the offer; the customer declined that part of the offer We understand that the customer was seeking additional compensation Compensation is offered as a token of apology Bob’s is not obligated to agree to any request for compensation from a customer that we deem unreasonable We do not compensate for lost wages We believe in offer compensation based on the failures on the account Compensation based on lost wages would not be fair and equitable across the board 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] the name on the order is [redacted] under phone number ###-###-####With the delivery address of: [redacted] Sincerely, [redacted]
Good Morning Revdex.com, Please review the below communications –from the bottom up and log as our response to this concern The customer and I have personally communicated several times and our business has done our very best to offer this customer resolution on a concern that is occurring far beyond the control of our business [redacted] My last response to the customer is listed first ( directly below) [redacted] On Friday, January 22, 8: AM, "Gauthier, Stephanie" [redacted] wrote: Good Morning [redacted] I do apologize that my example was not perceived as I had intended it to beHow about this: If the item you purchase from us, we will say sofa, does not fit thru your doorway when we come to deliver it – the responsibility of knowing the measurements to your home does not fall on our salespersonA salesperson cannot be expected to know what the environment the merchandise is going into is going to look like, nor is it reasonable to hold any retail associate (from any business) liable for a concern that stems from the environment the merchandise is in and literally beyond the control of that business We did not sell you a frame and the fact remains that the products we did sell you have no manufacturing defect concern within them Our technician’s report as recorded– is listed below: time in time out alfredo matt was sinking- due to the type of frame they have, they don’t have slats or bar going across matt was up to standards frame was purchased from another store not from bobs and doesn’t work out with matt, needs new frame Above Comments Added By C***On 12/31/at 12: As you can see our technician did not indicate that there was any defect concern within your mattress or foundation and with all due respect if your foundation is sagging it is truly because you are not supplying it with the proper support it needs at this time We recommended proper support for your mattress by selling you the foundation, what we didn’t sell you is what is causing your concern – as fully indicated by our Service ProfessionalIf you were to put your mattress and foundation onto a level surface (or into a metal bed frame) with proper support you would soon see that there is no concern of sagging present within the products purchased from our business The bed protector you purchased – as indicated on its packaging is designed to cover the mattress itself against staining, ripping, tearing and other accidental events that could happen to the mattress material itselfThe claim you are seeking coverage on does not even remotely apply to the protection purchased for the mattress We have made you the most fair and adequate offer possible and I apologize to you that our business cannot take responsibility for a product that we didn’t sell youAs indicated before I understand your position as a consumer and the best thing my business can do for you is help you to get proper support for the mattress and foundation you currently have I do hope you can see the value in our offer and as a final courtesy we will offer (in addition to the $gift card) to cover ½ the cost of any delivery fee associated with the purchase of a king sized metal bed frame Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: [redacted] Sent: Thursday, January 21, 8:PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted] Stephanie, I think the floor comparison is nothing like this situationThe frame is part of the bedYour store sells frames, foundations, and mattressesYou do not sell floorsNo one in your store informed us that the frame had to have supports to avoid damageNo one informed us that the frame mattered at allWe strongly believe that the salesman had a responsibility to explain to us that the type of frame and supports under the foundation were important to avoid damage Also, the person who came out to our house to look at the mattress and foundation pointed out that the foundation is saggingI don't think there is any way that at this point placing support under the foundation would correct itIt is not flexibleAs far as the sagging in the mattress, I don't know if support would correct that eitherThe person who looked at the mattress and foundation told me he was recommending that we receive a new mattress and foundationHe must have thought that they could not be corrected with supportAccording to your customer care representative, the people sent out to examine these issues are trained expertsIf that is correct, then your proposed solution won't solve the problem At this point we are simply asking that you stand behind the products that you sellClearly, your salesmen should be instructed to explain to customers the importance of the proper support under the foundationIf you would replace our mattress and foundation and provide the proper information to your customers in the future, your company will never have to deal with this type of problem again Lastly, even if your position is that we caused this damage, certainly it was not done on purposeIt has to be considered accidentalWe purchased your goof proof plus protection plan which supposedly covers accidental damageI know you are an honorable company and there is no way that you would sell customers a protection plan and then when they have a problem, reject their claimThat would be fraud, plain and simple Bob's is better than that I am respectfully asking that you replace our mattress and foundation, or provide us store credit equal to the cost of the mattress and foundation, or a full refund Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] On Thursday, January 21, 4: PM, "Gauthier, Stephanie" [redacted] > wrote: Hi [redacted] , I’m so sorry I wasn’t available when you called me back, I just tried to call your cell and it went to voicemail I completely understand and acknowledge what you are communicating regarding your time of purchase however it is relevant to state that the items you purchased from our business were delivered and (to the best of my knowledge) assembled in the place you requested our delivery team assemble them While I again understand why you feel our business let you down it is reasonable for any retailer to expect that any consumer understand the responsibility with ensuring their bedding purchase has proper supportPlease know that I am not seeking to place blame in this scenario but please consider the consequence similar to: I purchase a new appliance (we will use washer/dryer –as I just made this purchase) from a retailer and also purchase the floor matt/support deck that the retailer recommends for proper support of that appliance If I then take that washer and place it on my floor (that does not have enough support beneath it to hold that washer and its decking matt up) and the washer falls through the flooring, the responsibility of the repair needed to the washer or the flooring does not fall back on the retailer I purchased those items from Please feel welcome to correct me if my perception is wrong here – it sounds to me like the mattress and foundation you purchased from us was essentially placed into a hole and the mattress/ foundation is only sinking because it is resting in a holeOnce that mattress and foundation are adequately supported they will no longer show any signs of sagging I am not certain what type of king size bed you have in your home (metal frame or a wood set of headboard/footboard/rails) currently, we do offer king size metal bed frames or we also offer support systems that can be purchased and installed into various types of beds We can offer you a $Bobs Discount Furniture Gift Card for the failure in communication you feel you experienced during your purchaseThis gift card could be used towards the purchase of a king sized metal bed frame that we sell that would resolve your concern all together Let me know your thoughts and Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: A [redacted] Sent: Thursday, January 21, 3:PMTo: G [redacted] , StephanieSubject: Re: In response to your concern: Customer No: [redacted] Stephanie, Thank you for getting back to me There are no supportsThe frustrating part to the whole situation is that I was told by the salesman and the finance person at the time of purchase that I needed to buy the Bob's foundation to ensure I was protectedI wasn't ever informed about anything relating to the frame or any additional supports under the foundation Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email [redacted] On Thursday, January 21, 2: PM, "Gauthier, Stephanie" [redacted] wrote: Good Afternoon [redacted] , I do hope you can accept my sincerest apologies on behalf of Bobs Discount Furniture for the lack of care it seems your concern has been met withI find it appalling that you weren’t able to speak with a supervisor when you requested to and I would certainly like to help you move forward in any way that I can At this time the documentation I have located within your account does not necessarily suggest that the frame you have caused damage to your mattress, it illustrates more so that the framing you have is incompleteI assure you that I am not trying to add insult to injury in asking you the following question, my number one priority is ensuring that you are well taken care of Is there a support system under the foundation? I.E–long pieces of wood that commonly (horizontally) rest from one end of the bed railings all the way to the other end of the bed railings? I did leave a message for you with a woman who answered the business line you posted in your emailI look forward to hearing back from you and I am available (normally until 3:30pm) by phone or email Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) : [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies DearMs [redacted] Here is a quick layout of my problemWe purchased a mattress about ten months ago, from Bob's Furniture store on [redacted] *or $After we received it, it was brought to our attention that if we didn't have the Bob's foundation our Bob's warranty would be voidSo we spent another $dollars for the foundationAfter several months I noticed the mattress was sinking on one sideWe called the store and their technician came out to take a look and verified the mattress was indeed damaged as well as the foundationHe claimed it was because we didn't have a proper frame for that foundationHe also said that he was going to recommend a new bed but that we should get a different frameWe were supposed to receive a call from customer services after the new year but no one calledAfter we reached out to them they proceeded to tell us they are not responsible because it was our frame so it was our fault No where does it specify that the mattress requires special equipment to avoid damageNo one ever mentioned that a special frame was required to avoid damageIronically, after further inquiry with Bob's staff it was also discovered that had we kept our old box spring we probably would not have had this problemI also feel that it is difficult to prove that our frame caused the problem and it can be a defect in the mattress and foundation, since I have had my previous bed for over years and this never happened I have spoken to three customer service representatives already, all of which are unauthorized to make decisions They will not put a supervisor on the line, I am put on hold while they speak to the supervisorI asked for a name and address to reach out to someone in charge and they told me they don't have that information I am very angry and frustrated at this pointWe have been loyal Bob’s customer’s for years and have always told our friends and family about the great products and prices that you offerThis is the first time we have ever had an issue with Bob’sNow we have spent over $on a bed, which was a major purchase for our family and it is basically ruined and Bob’s is refusing to helpWe had absolutely no idea about the frameThe salesman simply asked if we had a frameOther than that, there was no discussion about any potential problems that the frame could causeThere was no explanation that if there was a problem, that our warrantee would be worthless I would like to keep the good relationship with Bob’s and continue to recommend them to others, however if you can’t help me then I will have no choice but to file a complaint with the Revdex.comI do not think it is fair to abandon a customer on a purchase such as this when the store did not explain the risks properlyIn fact, since the salesman and the manager DID explain the risks of not buying the foundation from Bob’s and DID NOT explain the risks or even discuss the frame, by omission of that information Bob’s implied that the frame did not matterAlso keep in mind that we purchased the goof proof protection which is supposed to include accidental damage caused by usWhile I don’t know for sure that we caused the damage, even if we did, it certainly would be considered accidental I hope you can understand our frustration and hope for a resolutionWe are simply asking for one of three options: A replacement mattress and foundation (of equal value) or Store credit equal to the price of the mattress and foundation or 3) a full refund of the price of the mattress and foundation Your prompt attention to this matter would be greatly appreciated Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] first communication from the customer is listed (directly above) [redacted] Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning MsCarboni, Thank you for selecting Bob's Discount Furniture for your home furnishing needsI apologize the sectional failed to meet your quality expectationsThe sectional was advertised as being 100% leather, everywhere the body touches and vinyl match on the side and back panels Our records indicate that customer care has agreed to issue a refund instead of a store creditThe delivery fee, tax and special order charge are all, non-refundableThe option to return the sectional was a courtesy, given the fact that our Service technician indicated that the damage was unrelated to a defectThe delivery fee you paid last year, covered the initial delivery as well as the pick up of the merchandise, special order fee's are non-refundable and also indicated on your sales invoice, Connecticut state law does not allow the refund of sales tax, after days of purchase Currently we are scheduled to pick up the sectional on, July 9, Once pick up is complete a refund in the amount of $will be applied to your MasterCard Your business is appreciated and we apologize for any and all inconvenience we may have caused youIt is our hope that you understand our position and appreciate our willingness to override the Service technician's report, pick up the furniture and issue a refund Sincerely, [redacted] ***
Good Afternoon [redacted] , I apologize that you and your father are unhappy with the current performance of your plush gel mattress. I can certainly understand your aggravations as a mattress is one of the most important items in our everyday lives. I can assure you that Bobs Discount Furniture cares very deeply that our customers receive satisfaction with products they purchase from us. I thank you for bringing the lack of follow up you have received to my attention and we will take the opportunity you have provided us with to address our training concerns accordingly. Our records reflect that this mattress is not experiencing any manufacturing defect. The standard of measuring a mattress defect is not a standard of Bobs Discount Furniture; it is a dimension that is set by the manufacturer of the mattress and an industry standard that must be upheld by all furniture retailers. Mattress’s today are made with multiple comfort layers and as these comfort layers start to conform to the sleeper’s body signature it should be expected that an impression may be visible. We commonly hear from past customers who are concerned about body impressions developing on their mattress. This is a natural concern to have, as a nook on the surface of a mattress can signal a manufacturing defect. However, every body impression isn't an indication of faulty wear. Eventually, every mattress develops body impressions. As the comfort materials in a mattress are compressed over time, they slowly lose the ability to return to their original shape. In a similar way that new shoes feel stiff at first, and then slowly form to your feet, your mattress will slowly conform to the shape of your body. By rotating your mattress every three months (especially during the first year), you can promote even wear of the comfort materials. Distributing wear over more areas of the mattress will help to ensure that your mattress remains free from excessive body indentations. The mattress your father has is made with a large amount of plush (extra soft) gel infused memory foam. It is customary for this type of material makeup to quickly conform to a sleeper’s body signature. Most of our customer’s purchase this type of soft mattress because they take comfort in the extra elasticity and feeling of encasement that occurs with foam manufactured to remember your body monogram (memory foam). Bobs Discount Furniture truly wishes to help every customer who has a concern and as an extreme courtesy we can offer you a final reselection opportunity to return to our Bobs store and select a mattress that will better fit your father’s needs for support. Please understand that by offering you this option for resolution we are truly working above our normal processes. As a business we are covering the cost of disposing a mattress that has no defect within it a second time for you as your account reflects that you have already made a comfort reselection on the firm version that was originally purchased. Should you choose to move forward with this option we will not be able to offer you further recourse unless the new mattress has a manufacturing defect, within warranty, as deemed by one of our factory trained service technicians. I feel terrible that your father is not receiving the good night’s sleep that he deserves and I genuinely wish to help you because we value each and every one of our customers. Please respond to me through this channel and let me know how you would like to proceed. Thank you for your time and making this complaint so we can continue to improve our customer’s experience. [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this [redacted] doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you Sincerely, [redacted]
Good Afternoon Revdex.com- size="3"> Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence We are sincerely sorry that this customer is not completely satisfied with the Luxe set purchased in We sent our technician to the home on The technician did determine that there was a defect in one casing A replacement part was ordered and will be delivered to the customer in February We are very sorry that there was a delay in the manufacturer shipping the part to us Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize that we failed to properly deliver and assemble your daughter's bedI imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in itI have shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood I assure your that your experience is not the norm of our delivery serviceIf you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture Otherwise a refund check in the amount of $was processed and mailed out to your home on June 5, and you should expect to receive it within 10-business days.Thanks, [redacted]
Good Afternoon Revdex.com, As of today – 1.30.2016- I am not certain this customers desired settlement remains the same Our records indicate that they have an even exchange scheduled to take place on and have also arranged to purchase (and pick up) an additional item from us that matches their original living room set Our records further depict that we have provided our customer with compensation (multiple compensations) and I am confident that any sales communication concern was addressed by our retail management directly Our business is currently looking forward to the exchange scheduled for and we thank our customer for working with us directly to address their complaints Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com and Doreen- We are very sorry for the issues the delay in delivery and poor service caused you We absolutely agree that you should be refunded for the damaged ottoman We did not complete the delivery correctly We will absolutely take it back for a refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the pick up is completed and the credit card number is entered into the transactions the refund(s) should process back to you within 5-business daysAnytime after 10am and before 9pm Dial ###-###-#### Press the number one (1) on your keypad when you hear Bobs voice When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt
Good Afternoon ***, I am very sorry to hear that you are experiencing such disappointment with your chairs and their current performanceI would equally be as frustrated as you if I felt the constant need to fix my own productI sincerely apologize that your wife encountered a safety concern while using your product and I do hope she is ok I assure you that our Goof Proof Plans are very valuable investments that many of our customers find success in usingOf course the plans have exclusions as the company who manages this plan ( [redacted] ) must ensure fairness across the board to all consumersHaving been with Bobs Discount Furniture for several years I find that many upset consumers post online when they have tried to make a claim, yet not taken the suitable steps to educate themselves on their protection plan prior to calling for assistanceIt is such a sad occurrence when any customer feels they must take the route of social media negativity because there are so many of us here that truly care about listening and rectifying our customers concerns if only we are given the appropriate opportunityThe Goof Proof Plan you purchased in covers a variety of accidents that may occur while being around or using the furniture, sitting on a chair is not considered an accidental occurrence as that is what the chair is intended forAlso, the continued tightening of these chairs can and will result in too much stress on the products frame which will cause cracking and breakage to occurBobs Discount Furniture offers our customer’s a one year guarantee on dining room sets and as you are beyond that one year period our options for resolution become limitedI do see that we (Bobs Discount Furniture) came out to service one of your chairs for a loose leg concern on and our records indicate that our technician installed brand new screws into the chair leg he took out and completely reattachedYou made us aware that you were unhappy with the chair we serviced and we brought you a brand new chair on Since these occurrences we have not been made aware that you were experiencing further disappointment with that particular chair or any of the other chairs I really do wish to help you further and come up with an option for resolution that will both balance the needs of my company and the needs of our valuable customerAs the address you have provided in this complaint differs from the address on your sales order, can you please confirm with me where these chairs are currently located? If your chairs are in [redacted] it will drastically change the options for recourse I haveThe company that manages your Goof Proof Plan ( [redacted] ) is a nationwide company, however you are seeking resolution directly through Bobs Discount Furniture and [redacted] is not currently located within our service areasPlease provide me this information and I will respond back to you as soon as possible Best Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon BBB and [redacted] I am very sorry to hear you have located pests in your product. Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests. The merchandise that you purchased was a new product that was wrapped from the manufacturer. I can imagine that this ordeal has not been easy on you, but the facts are that the source of bugs are from somewhere other than new furnishings. There have been no reports from the customer concerning bed bugs. This customer did call into the call center to report spiders on her merchandise. We have reports from 3/23/16 and 4/9/16. On both of those calls the customer reported to us that they were experiencing an issue with spiders. On both of those calls we explained to the customer that we take all necessary precautions to prevent insects. This merchandise was delivered in November, at a time of year when bugs are looking for warm places to winter. Whether this customer has experienced spiders as originally reported or bed bugs as this complaint states, the origin of the insects would be far more likely to be from being carried in from the outside or a hitchhiker on a shoe or bag, then from brand new factory fresh merchandise. Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with them. Please be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed. We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control. Kindest Regards, Tracy S. Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I never asked for a stop payment on the check and neither did my motherIf this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy" I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was madeHowever, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate officeAfter waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the checkFurthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, That being said, when my mother went to your [redacted] location on May 17, to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds"And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills As I have stated, neither my mother nor I requested a stop payment on the checkAs a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the checkFollowing that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no helpAfter speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursedThat is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund" We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymoreIt is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by nowI simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on itI will not be satisfied nor stop complaining until I get my money back, so please get me my money back! Thank you for your attention to this matter Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry for any miscommunication that has occurred We have reviewed the photos from the technician from day of service and the bed does have the correct number of slats The bed is supposed to have twelve slats and in the photo I can see there are twelve slats present I am not sure exactly which pieces that customer is missing or believes that there should be more of Is it possible there were slats missing and the technician added more? If the customer could submit a photo or give a more detailed description of what the concern is, we will discuss with our service department Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Our records indicate that this complaint has been resolved as of Bobs has reached out to our valuable customer and agreed to cover certain costs associated with replacing this merchandiseWe worked directly with the [redacted] company to ensure that our customer gets the resolution she truly deserves for her concernPlease extend my apologies that this issue has caused her so much stress and anxietyHer reselection credit number is: [redacted] and will expire on if it is not used towards selecting a new sofa before that timeWe have also taken on the responsibility of covering the cost to deliver her new selection; we genuinely hope that she believes in Bobs Discount Furniture again Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a bedroom set with cash before thanksgiving The set was delivered two weeks later on December 5, minutes past the hour wait time with the footboard missingThe reorder was delivered on December 9, with a promise of compensation for the footboard and assembly of the bedOnce the bed was assembled it was discovered that the bed slacks to hold the mattress was missingCustomer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December I asked for an earlier date with little positive response from this customer service personI then asked the customer service person was it expected that I sleep on the floor for two weeks with no responseI asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep onThe customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, three days before her original order of the correct slacksAgain inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customerI am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encounteredI have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a jokeI have also and will spread the word to avoid bobs furniture at all costAfter this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furnitureThe customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacksI had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom setFinally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furnitureI'm really expecting to be kissed when being bumped on my head with their sweet response
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to completeIf you have problem be assured that it will not be taken careI will never shop there againI can't believe Revdex.com rating is A+
Good Afternoon Revdex.com, Please pass on our apologies to our customer for the disappointment he has experienced with the table he purchased from us Our records indicate that on the original date of service we spoke directly with [redacted] and confirmed the reasons why we were unable to offer an even exchange on the table Per our records on 6.14.2014: [redacted] to table