Good Morning Jamie, face="Calibri">Your response was just received to us today (1.22.2015) thru the Revdex.com mediation channel you opened At this time our records indicate that the even exchange of the headboard and footboard pieces went successful on 1.16.2015, there are no other notes uploaded to your account to designate what may or may not have happened with the assembly of this bed on this dayAs our drivers provided us with an ‘OK’ result code we adopt the thoughts that the delivery was accepted by you and fully assembled in the manner you instructed the delivery team to operate in Regardless of your personal research or individual opinion, the ‘ [redacted] Bedroom’ is compliant with [redacted] Phase for formaldehyde emissionsThe fact continues to remain that Bobs Discount Furniture would never sell any merchandise that could potentially be harmful to our customers What continues to personally befuddle me is why, when you are so aggressively alleging that this furniture is harmful to you, you wouldn’t be seeking for our business to remove the product from your home? Should you and your husband both be experiencing such a terrible preference concern that it has driven you from your permanent place of resting wouldn’t it be more beneficial to the both of you to select a different piece of merchandise where the ‘new furniture smell’ does not bother you so? We offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountI apologize that anyone told you we don’t have items for sale for $ or less because we most certainly doWe have several cash and carry items that can be taken from our Showrooms or Pit locations as our free gift of apology As listed above, your account indicates that you have accepted the exchange and any merchandise concerns related to damage have been resolved as of -As the concerns with damage have been made right we are happy to process the $Bobs Discount Furniture Gift Card request we initially offered you as an apology for the frustrations caused to youAt this time we can offer to electronically load it to the internal cr you have with us or we can mail a physical gift card to you -On a separate note: Should you wish to have this bed removed from your home because of the preference concern you are experiencing we are happy to work above and beyond our company policy and remove the bed (headboard, footboard, rails) from your home for a monetary refundWhile this is far beyond our procedures to offer, I just cannot see how keeping a product you are so personally dissatisfied with would at all be constructive to you as a customer The accusations you feel necessary to communicate regarding the sale of potentially harmful merchandise are distasteful and defamatoryAs a retailer we are more than willing to work with you in a fair and adequate manner in an effort to gain your satisfaction Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, We have been in contact with [redacted] regarding this complaint and are working to resolve her concernsWe apologize for any and all inconveniences that we have caused [redacted] and we kindly ask that [redacted] continue to contact the Corporate Liaison she has been in touch with ( [redacted] *.) for further assistance in reaching and processing her resolution
Good Afternoon Revdex.com, 16px;"> We are very sorry that this customer is experiencing disappointment with the product they have purchased from Bobs Discount FurnitureWhile I understand the customer’s apprehension in receiving a replacement the fact remains that the current ottoman is not defectiveOur service technicians are highly educated by our manufacturers directly to ensure they can easily recognize what a factory defect in workmanship is verse damage caused accidentally or over time with more use than anticipated during productionAs a courtesy and because Bobs is a company that truly cares to resolve our customer’s concerns we have created an even exchange for this customer’s ottomanPlease ask that the customer contact our retail location at ###-###-#### (press number one on your keypad after you hear Bobs voice) to verify when the new ottoman will be available for their pickupOur records are indicating the ottoman should be there by tomorrow We ask that the customer bring the ottoman they currently have back to the pick up location in order to receive their factory fresh productThis courtesy even exchange does not affect the customer’s warranty through our Goof Proof Plus PlanThe ottoman remains warrantied for factory defects and most in home accidents through Here is the order number associated with the customer’s new ottoman: [redacted] I do expect the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended that our customer contact their store prior to coming to pick up any merchandise I apologize again to this customer for the run around and overall lack of care they have been presented with, a replacement ottoman would have been the resolution we accommodated this customer with if a defect had actually been present Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Afternoon Revdex.com, I am very sorry to learn of [redacted] ’s concerns with his bedI do understand his frustration and apologize further that he has experienced issues while trying to get in touch with [redacted] I assure [redacted] that Bobs Discount Furniture genuinely cares about resolving our customer’s concerns and we have provided [redacted] with a direct example of this care Our records reflect that on we stepped in and entered a pro rated reselection credit for [redacted] ’s bed, in this credit we also included an additional $ credit for the monies he put forth towards Goof proofHad [redacted] ’s claim been honored through the [redacted] insurance company he would not have received that additional credit [redacted] ’s merchandise was delivered in which indicates that he is very far outside of the manufacturing warranty Bobs offer’s on his merchandise Again I truly apologize that [redacted] has been experiencing any issues with his bed however as a business I cannot see how Bobs Discount Furniture has failed [redacted] in this scenario The coverage that [redacted] purchased for five years insurances customer caused accidental damage onlyIn the event [redacted] ’s concern on this bed was the result of an accident he committed; the [redacted] company would not be offering him a credit for the other items within his bedroom set, that have been in his possession for nearly two years that have no reported concernsAs [redacted] ’s bedroom set is no longer under a Bobs warranty we are unable to offer him options for recourseAt Bobs Discount Furniture it is our continued goal to satisfy our customers and like any other business we must make choices based on balancing our customer’s wants and the needs of our business overall As an extreme and additional courtesy I have updated [redacted] ’s credit to reflect the total amount he originally paid for the bed instead of the pro rated amount we initially offered and processed for himWe have also approved covering the delivery fee of [redacted] ’s new bed and the cost of removing and disposing of his old bed Thirdly, I have also extended the credit’s expiration deadline (it will now expire on 9.17.2014) for [redacted] so that he may have more time to visit our showroom and see the many beds we have to offer that will fit well with the rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs Discount Furniture has already worked outside of our polices and made exceptions to assist our customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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, I have reached out to this customer by telephone today (10.01.2014) and provided her with my direct number for follow upBobs Discount Furniture is very sorry that our customer is experiencing any issues with her product and we assure our customer that we do stand behind the quality of our product I will need more information and evidence from our customer to continue my research and come up with a fair and appropriate resolution that balances both the demands of our customer and the needs of our business Please ask that the customer send through photographic evidence of this concern so that I can confirm the damage is in fact a manufacturing defect with a review from our professionally trained Service Department The customer is more than welcome to reach out to me directly by phone at ###-###-#### and email me these photos directly to me at [redacted] Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usBob’s takes all precautionary measures possible to ensure no infestation possible I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Tiffany to research the situation further and determine what resolution if any we are able to offer [redacted] has requested additional information from the customer and will proceed once that has been received 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 Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the latter part of November We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Please note – This sales order remains unscheduled at this time as our records indicate we were told by a “Vivian” to leave it that way on
Complaint: [redacted] I am rejecting this response because: the claim from years ago is a totally separate but similar casethat case was for the first time a spot got cleared of the colorso I was kind of hysterical this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make call for many spotsand of curse denied so I was told this is a worry free warrantywhen in fact they are only here to take money and not to provide service Sincerely, [redacted]
Good Morning Revdex.com- We are sorry that this customer’s purchase has not lived up to her expectations The customer called into us that there was an issue with scratches on the bed and was directed to [redacted] , because she could not tell them how and when the scratches occurred, the claim was denied, as it was not an accident I do not see any mention on the customer’s account that there is an issue with assembly If the bed feels loose or wobbly or creaks it may be that it needs to be tightened We can certainly send a tech out to tighten or adjust the bed We would not be able to offer a reselection without a technician report If the tech finds the pieces are defective, we certainly can offer a reselection at that time As this customer purchased through [redacted] and not Bob’s it would have to go through [redacted] This customer should call into customer care to set up a service appointment at their earliest convenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI attempted to call you at 1:39pm on June 1st however, there was no answer I have researched your account and apologize that the dining table has failed to meet your quality expectationsI understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marbleYou have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stoneSeeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the productThe [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this timeTo avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warrantiesIf you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reportedThe alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciatedPlease let me know which option works best for you.Thanks [redacted] **
Good Afternoon Revdex.com, size="3"> We sincerely apologize for the frustration and aggravation our customer had to endure during this purchase with usWe assure our customer that it was never our intention to make our customer wait so long for this merchandise and we absolutely agree that we failed our customer on several occasions with our inability to effectively communicate and stand up to our promises Our records indicate that we did approve a delivery to the customer at no charge to make our failures right and as of our Customer Care Team sent a refund of $back to our customer’s financing account as a further form of apology While it is not procedure to process any type of monetary compensation on a sales order we do recognize the level of failures we have caused and have processed one monetary refund off of this sales order already As an additional courtesy and further form of apology we will process another $refund back to this customer’s financing accountThis additional refund credit is reflected under order number: [redacted] within our system and should be present on the customer’s next financing statement as it may take a full billing cycle for this to appear We apologize again to our customer for the time it has taken us to get their merchandise to them and thank our customer for their extreme patience with us Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Worst experience ever, buying furniture from BOB''s Discount FurnitureTheir customer care is HORRIBLE! My sofa has a gap between pieces and isn't sitting correctlyApparently no one above a customer care rep level can be spoken toTechnician tells you one thing and then reports the opposite of what he said, to the companyThey refused to send out another technician, refused to give me a copy of the report, or let me speak to a managerCan't believe I paid for the extra warranty and can't get any helpDispute claim filed with credit card co
Good Morning Revdex.com, Please pass on our apologies for the disappointment the customer continues to display As indicated in our previous response we have offered to refund the cost of delivery from both orders and provide an additional $refund as an apology accommodation I am truly sorry that the customer feels this is unreasonable however as a business compensation remains at our internal discretionOur initial response provided apology and acknowledgement regarding the amount of time our customer has spent seeking resolution and we do hope that our customer can understand that as we operate with a goal of fairness for all consumers alike we are unable to offer apology amounts off of any one individual’s time Again we take full ownership for any and all failures caused to our customer and are now proactively seeking to move forwardWe do not deliver used or refurbished merchandise under the pretense that it is newIf the customer remains unhappy with the railings we have a pending exchange waiting on the customer to scheduleWe are more than happy to do our very best to work around the customer’s professional schedule to accommodate a date or a time frame that may work best for the exchange If the below statement represents a response for our initial outline of conversation on with MsM [redacted] , I must convey that I remain perplexed as I have fully disclosed that MsM [redacted] is and remains the highest level of professional available put in place and fully trusted to handle our customer’s concerns by our businessIt would be highly unnatural for Ms M [redacted] to communicate that her supervisor would be contacting the customer back as MsM [redacted] is the highest level available of senior management for resolving customer concerns Statement referenced: “Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call.” It seems I may have personally perceived the customer’s use of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation Of course we want to provide our customer the home furnishings selected in the expected excellent condition, we certainly understand how and why our customer has lost faith in our ability to satisfy with the delivery of new product and are willing to take every step available to us to ensure that our customer’s final delivery of the bed provides the utmost satisfactionAs indicated, we undoubtedly wish to make the furniture concern right and based on the customer’s rebuttal, the open and active resolution of providing replacement parts for the sofa and loveseat concerns appears to be the best suited resolution at this time for our customer In reference to the Property Claim, we do not staff contractors and it remains in the customer’s best interest to provide our company with at least an estimate for repair from a contractor that the customer selects to work inside their own residenceIt is highly likely that the contractor obtained can also take photos at the time of estimate and submit those along with the estimate to our [redacted] email address We are desperately seeking to help this customer move forward and regretfully the customer continues to thwart our efforts to do so There is no amount of money that will ever make the poor experience our customer has endured OK but we have taken responsibility, provided several avenues for resolution for each concern present, and provided an apology offer of compensation to be executed once we are certain our customer is satisfied with the original promise we made (merchandise in its expected condition)We have already worked out and beyond several company policies in an extreme effort to convey our care for our customer; we do hope our customer can understand the position of our business and our desire to help our customer move forward from these concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified [redacted] standard policy is the customer does not receive a bill until the delivery has been completed The delivery was canceled and [redacted] should not have been billed Connecticut state law requires any purchase of a mattress be charged a recycling feeThis is an automatic charge It is not considered as merchandise so it was not automatically canceled with the cancelation of the mattress We are very sorry that this occurred We have processed the correction Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, *** ***
Good Morning Revdex.com, I have reached out to this customer directly today (4.30.2014) by email in order to assist her further in resolving her concernsI have also provided her my direct phone number in the case [redacted] prefers phone communication See my email to our customer (below): Good Morning ***, My name is [redacted] and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI have recently received your request for follow up from the Revdex.com and would like the opportunity to assist you directly to resolve your concernsI am very sorry for the run around you have received and the unprofessional behavior that you witnessed in our office while trying to get your initial concerns resolvedI am extremely embarrassed about the impression you have of our business and I would like to do anything I can to change that impression to a positive experience As of 4.24.2014, I believe the monetary aspects of your account should have been satisfied and at this point I can discuss the options for compensation that we have available to youIf this is not the case and you are not aware of the monetary issues begin corrected please let me know and I will speak with my Accounting Department to get the full details of what we did to correct your balances and send them your way for conformation I am very sorry again that you have had to deal with so much stress because of our mistakes, I agree with you 100% that you should have been properly educated on what you were buying before you actually made the purchaseWe do not want to disappoint you further and I am eager to receive your response so I can resolve your concerns If you prefer phone communication my direct number is listed below –please feel welcome to contact me via email or phone Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies that [redacted] did not find my first response satisfactoryI assure [redacted] that Bobs Discount Furniture, as the retailer in this case, is honoring the protection plan we sold himI have attached a copy of [redacted] ’s protection plan documents as he requested Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on page (1) one of the terms and conditionsFor your review I have also pasted the wording that applies below: If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased As stated previously, [redacted] does not need to return the affected item to us in order to use the credit that has already been set up for him; he can continue to utilize the original nightstand that was damaged as a result of an accident within his homeThe Goof Proof protection remains active on the other parts of [redacted] ’s bedroom set as we originally sold it to him Our Goof Proof Protection Plan has not failed our customer in this case and I am truly sorry that we have no further recourse to offer [redacted] on the other items of his bedroom setThese other items have been in [redacted] ’s possession for nearly a year and ½ and do not posses any manufacturing defects reported to us within [redacted] ’s Bob’s Guarantee period [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Jamie, face="Calibri">Your response was just received to us today (1.22.2015) thru the Revdex.com mediation channel you opened At this time our records indicate that the even exchange of the headboard and footboard pieces went successful on 1.16.2015, there are no other notes uploaded to your account to designate what may or may not have happened with the assembly of this bed on this dayAs our drivers provided us with an ‘OK’ result code we adopt the thoughts that the delivery was accepted by you and fully assembled in the manner you instructed the delivery team to operate in Regardless of your personal research or individual opinion, the ‘ [redacted] Bedroom’ is compliant with [redacted] Phase for formaldehyde emissionsThe fact continues to remain that Bobs Discount Furniture would never sell any merchandise that could potentially be harmful to our customers What continues to personally befuddle me is why, when you are so aggressively alleging that this furniture is harmful to you, you wouldn’t be seeking for our business to remove the product from your home? Should you and your husband both be experiencing such a terrible preference concern that it has driven you from your permanent place of resting wouldn’t it be more beneficial to the both of you to select a different piece of merchandise where the ‘new furniture smell’ does not bother you so? We offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountI apologize that anyone told you we don’t have items for sale for $ or less because we most certainly doWe have several cash and carry items that can be taken from our Showrooms or Pit locations as our free gift of apology As listed above, your account indicates that you have accepted the exchange and any merchandise concerns related to damage have been resolved as of -As the concerns with damage have been made right we are happy to process the $Bobs Discount Furniture Gift Card request we initially offered you as an apology for the frustrations caused to youAt this time we can offer to electronically load it to the internal c
r you have with us or we can mail a physical gift card to you -On a separate note: Should you wish to have this bed removed from your home because of the preference concern you are experiencing we are happy to work above and beyond our company policy and remove the bed (headboard, footboard, rails) from your home for a monetary refundWhile this is far beyond our procedures to offer, I just cannot see how keeping a product you are so personally dissatisfied with would at all be constructive to you as a customer The accusations you feel necessary to communicate regarding the sale of potentially harmful merchandise are distasteful and defamatoryAs a retailer we are more than willing to work with you in a fair and adequate manner in an effort to gain your satisfaction Sincerely, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, We have been in contact with [redacted] regarding this complaint and are working to resolve her concernsWe apologize for any and all inconveniences that we have caused [redacted] and we kindly ask that [redacted] continue to contact the Corporate Liaison she has been in touch with ( [redacted] *.) for further assistance in reaching and processing her resolution
Good Afternoon Revdex.com, 16px;"> We are very sorry that this customer is experiencing disappointment with the product they have purchased from Bobs Discount FurnitureWhile I understand the customer’s apprehension in receiving a replacement the fact remains that the current ottoman is not defectiveOur service technicians are highly educated by our manufacturers directly to ensure they can easily recognize what a factory defect in workmanship is verse damage caused accidentally or over time with more use than anticipated during productionAs a courtesy and because Bobs is a company that truly cares to resolve our customer’s concerns we have created an even exchange for this customer’s ottomanPlease ask that the customer contact our retail location at ###-###-#### (press number one on your keypad after you hear Bobs voice) to verify when the new ottoman will be available for their pickupOur records are indicating the ottoman should be there by tomorrow We ask that the customer bring the ottoman they currently have back to the pick up location in order to receive their factory fresh productThis courtesy even exchange does not affect the customer’s warranty through our Goof Proof Plus PlanThe ottoman remains warrantied for factory defects and most in home accidents through Here is the order number associated with the customer’s new ottoman: [redacted] I do expect the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended that our customer contact their store prior to coming to pick up any merchandise I apologize again to this customer for the run around and overall lack of care they have been presented with, a replacement ottoman would have been the resolution we accommodated this customer with if a defect had actually been present Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Afternoon Revdex.com, I am very sorry to learn of [redacted] ’s concerns with his bedI do understand his frustration and apologize further that he has experienced issues while trying to get in touch with [redacted] I assure [redacted] that Bobs Discount Furniture genuinely cares about resolving our customer’s concerns and we have provided [redacted] with a direct example of this care Our records reflect that on we stepped in and entered a pro rated reselection credit for [redacted] ’s bed, in this credit we also included an additional $ credit for the monies he put forth towards Goof proofHad [redacted] ’s claim been honored through the [redacted] insurance company he would not have received that additional credit [redacted] ’s merchandise was delivered in which indicates that he is very far outside of the manufacturing warranty Bobs offer’s on his merchandise Again I truly apologize that [redacted] has been experiencing any issues with his bed however as a business I cannot see how Bobs Discount Furniture has failed [redacted] in this scenario The coverage that [redacted] purchased for five years insurances customer caused accidental damage onlyIn the event [redacted] ’s concern on this bed was the result of an accident he committed; the [redacted] company would not be offering him a credit for the other items within his bedroom set, that have been in his possession for nearly two years that have no reported concernsAs [redacted] ’s bedroom set is no longer under a Bobs warranty we are unable to offer him options for recourseAt Bobs Discount Furniture it is our continued goal to satisfy our customers and like any other business we must make choices based on balancing our customer’s wants and the needs of our business overall As an extreme and additional courtesy I have updated [redacted] ’s credit to reflect the total amount he originally paid for the bed instead of the pro rated amount we initially offered and processed for himWe have also approved covering the delivery fee of [redacted] ’s new bed and the cost of removing and disposing of his old bed Thirdly, I have also extended the credit’s expiration deadline (it will now expire on 9.17.2014) for [redacted] so that he may have more time to visit our showroom and see the many beds we have to offer that will fit well with the rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs Discount Furniture has already worked outside of our polices and made exceptions to assist our customer Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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, I have reached out to this customer by telephone today (10.01.2014) and provided her with my direct number for follow upBobs Discount Furniture is very sorry that our customer is experiencing any issues with her product and we assure our customer that we do stand behind the quality of our product I will need more information and evidence from our customer to continue my research and come up with a fair and appropriate resolution that balances both the demands of our customer and the needs of our business Please ask that the customer send through photographic evidence of this concern so that I can confirm the damage is in fact a manufacturing defect with a review from our professionally trained Service Department The customer is more than welcome to reach out to me directly by phone at ###-###-#### and email me these photos directly to me at [redacted] Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usBob’s takes all precautionary measures possible to ensure no infestation possible I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Tiffany to research the situation further and determine what resolution if any we are able to offer [redacted] has requested additional information from the customer and will proceed once that has been received 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 Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the latter part of November We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will give the customer the store credit of what they paid plus 10% to use towards a different item plus the credit of delivery charge · To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancelation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Please note – This sales order remains unscheduled at this time as our records indicate we were told by a “Vivian” to leave it that way on
Complaint: [redacted] I am rejecting this response because: the claim from years ago is a totally separate but similar casethat case was for the first time a spot got cleared of the colorso I was kind of hysterical this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make call for many spotsand of curse denied so I was told this is a worry free warrantywhen in fact they are only here to take money and not to provide service Sincerely, [redacted]
Good Morning Revdex.com- We are sorry that this customer’s purchase has not lived up to her expectations The customer called into us that there was an issue with scratches on the bed and was directed to [redacted] , because she could not tell them how and when the scratches occurred, the claim was denied, as it was not an accident I do not see any mention on the customer’s account that there is an issue with assembly If the bed feels loose or wobbly or creaks it may be that it needs to be tightened We can certainly send a tech out to tighten or adjust the bed We would not be able to offer a reselection without a technician report If the tech finds the pieces are defective, we certainly can offer a reselection at that time As this customer purchased through [redacted] and not Bob’s it would have to go through [redacted] This customer should call into customer care to set up a service appointment at their earliest convenience Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI attempted to call you at 1:39pm on June 1st however, there was no answer I have researched your account and apologize that the dining table has failed to meet your quality expectationsI understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marbleYou have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stoneSeeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the productThe [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this timeTo avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warrantiesIf you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reportedThe alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciatedPlease let me know which option works best for you.Thanks [redacted] **
Good Afternoon Revdex.com, size="3"> We sincerely apologize for the frustration and aggravation our customer had to endure during this purchase with usWe assure our customer that it was never our intention to make our customer wait so long for this merchandise and we absolutely agree that we failed our customer on several occasions with our inability to effectively communicate and stand up to our promises Our records indicate that we did approve a delivery to the customer at no charge to make our failures right and as of our Customer Care Team sent a refund of $back to our customer’s financing account as a further form of apology While it is not procedure to process any type of monetary compensation on a sales order we do recognize the level of failures we have caused and have processed one monetary refund off of this sales order already As an additional courtesy and further form of apology we will process another $refund back to this customer’s financing accountThis additional refund credit is reflected under order number: [redacted] within our system and should be present on the customer’s next financing statement as it may take a full billing cycle for this to appear We apologize again to our customer for the time it has taken us to get their merchandise to them and thank our customer for their extreme patience with us Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Worst experience ever, buying furniture from BOB''s Discount FurnitureTheir customer care is HORRIBLE! My sofa has a gap between pieces and isn't sitting correctlyApparently no one above a customer care rep level can be spoken toTechnician tells you one thing and then reports the opposite of what he said, to the companyThey refused to send out another technician, refused to give me a copy of the report, or let me speak to a managerCan't believe I paid for the extra warranty and can't get any helpDispute claim filed with credit card co
Good Morning Revdex.com, Please pass on our apologies for the disappointment the customer continues to display As indicated in our previous response we have offered to refund the cost of delivery from both orders and provide an additional $refund as an apology accommodation I am truly sorry that the customer feels this is unreasonable however as a business compensation remains at our internal discretionOur initial response provided apology and acknowledgement regarding the amount of time our customer has spent seeking resolution and we do hope that our customer can understand that as we operate with a goal of fairness for all consumers alike we are unable to offer apology amounts off of any one individual’s time Again we take full ownership for any and all failures caused to our customer and are now proactively seeking to move forwardWe do not deliver used or refurbished merchandise under the pretense that it is newIf the customer remains unhappy with the railings we have a pending exchange waiting on the customer to scheduleWe are more than happy to do our very best to work around the customer’s professional schedule to accommodate a date or a time frame that may work best for the exchange If the below statement represents a response for our initial outline of conversation on with MsM [redacted] , I must convey that I remain perplexed as I have fully disclosed that MsM [redacted] is and remains the highest level of professional available put in place and fully trusted to handle our customer’s concerns by our businessIt would be highly unnatural for Ms M [redacted] to communicate that her supervisor would be contacting the customer back as MsM [redacted] is the highest level available of senior management for resolving customer concerns Statement referenced: “Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call.” It seems I may have personally perceived the customer’s use of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation Of course we want to provide our customer the home furnishings selected in the expected excellent condition, we certainly understand how and why our customer has lost faith in our ability to satisfy with the delivery of new product and are willing to take every step available to us to ensure that our customer’s final delivery of the bed provides the utmost satisfactionAs indicated, we undoubtedly wish to make the furniture concern right and based on the customer’s rebuttal, the open and active resolution of providing replacement parts for the sofa and loveseat concerns appears to be the best suited resolution at this time for our customer In reference to the Property Claim, we do not staff contractors and it remains in the customer’s best interest to provide our company with at least an estimate for repair from a contractor that the customer selects to work inside their own residenceIt is highly likely that the contractor obtained can also take photos at the time of estimate and submit those along with the estimate to our [redacted] email address We are desperately seeking to help this customer move forward and regretfully the customer continues to thwart our efforts to do so There is no amount of money that will ever make the poor experience our customer has endured OK but we have taken responsibility, provided several avenues for resolution for each concern present, and provided an apology offer of compensation to be executed once we are certain our customer is satisfied with the original promise we made (merchandise in its expected condition)We have already worked out and beyond several company policies in an extreme effort to convey our care for our customer; we do hope our customer can understand the position of our business and our desire to help our customer move forward from these concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified [redacted] standard policy is the customer does not receive a bill until the delivery has been completed The delivery was canceled and [redacted] should not have been billed Connecticut state law requires any purchase of a mattress be charged a recycling feeThis is an automatic charge It is not considered as merchandise so it was not automatically canceled with the cancelation of the mattress We are very sorry that this occurred We have processed the correction Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, *** ***
Good Morning Revdex.com, I have reached out to this customer directly today (4.30.2014) by email in order to assist her further in resolving her concernsI have also provided her my direct phone number in the case [redacted] prefers phone communication See my email to our customer (below): Good Morning ***, My name is [redacted] and I work for Bobs Discount Furniture as a Customer Care Corporate LiaisonI have recently received your request for follow up from the Revdex.com and would like the opportunity to assist you directly to resolve your concernsI am very sorry for the run around you have received and the unprofessional behavior that you witnessed in our office while trying to get your initial concerns resolvedI am extremely embarrassed about the impression you have of our business and I would like to do anything I can to change that impression to a positive experience As of 4.24.2014, I believe the monetary aspects of your account should have been satisfied and at this point I can discuss the options for compensation that we have available to youIf this is not the case and you are not aware of the monetary issues begin corrected please let me know and I will speak with my Accounting Department to get the full details of what we did to correct your balances and send them your way for conformation I am very sorry again that you have had to deal with so much stress because of our mistakes, I agree with you 100% that you should have been properly educated on what you were buying before you actually made the purchaseWe do not want to disappoint you further and I am eager to receive your response so I can resolve your concerns If you prefer phone communication my direct number is listed below –please feel welcome to contact me via email or phone Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies that [redacted] did not find my first response satisfactoryI assure [redacted] that Bobs Discount Furniture, as the retailer in this case, is honoring the protection plan we sold himI have attached a copy of [redacted] ’s protection plan documents as he requested Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on page (1) one of the terms and conditionsFor your review I have also pasted the wording that applies below: If we determine, in our sole discretion that your furniture item cannot be serviced (cleaned) or repaired, we may replace the affected areaIf the affected area(s) cannot be replaced, you can select a new replacement piece equal in value up to the original purchase price from the retailer from whom this Plan was purchased As stated previously, [redacted] does not need to return the affected item to us in order to use the credit that has already been set up for him; he can continue to utilize the original nightstand that was damaged as a result of an accident within his homeThe Goof Proof protection remains active on the other parts of [redacted] ’s bedroom set as we originally sold it to him Our Goof Proof Protection Plan has not failed our customer in this case and I am truly sorry that we have no further recourse to offer [redacted] on the other items of his bedroom setThese other items have been in [redacted] ’s possession for nearly a year and ½ and do not posses any manufacturing defects reported to us within [redacted] ’s Bob’s Guarantee period [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison