Good Afternoon Revdex.com- We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service We do support our technician and work off the reports that they submit The technician deemed the damage in the home was not due to any manufacturing defects Without photos to contradict what the technician has reported we would not be able to offer any recourse The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted] There is no warranty for misuse or damages incurred through wear The tech reported to us that the floor is uneven causing the wood support to warp Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverageBoth a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replacedBobs furniture does not have a very good reputation of honoring warrantiesI purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same dayWhy is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat businessI bet every customer that has ever had an issue has never come back to purchase anything else from you againI sincerely hope you do the right think and replace a product that you should stand by Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] [redacted]
Good Morning [redacted] , I am very sorry about the lack of care and empathy you received from us during the transit and delivery of your purchaseI would be equally as frustrated if I felt a company wasn’t willing to reach out and assist me as their customerI assure you that Bobs Discount Furniture cares very much for each and every one of our customers It is certainly our failure for providing you with a time frame and not being able to honor that, our first concern prior to offering any customer compensation for our failure, is to ensure that our customer receives the merchandise they paid forOur records indicate that you have all your merchandise in satisfactory condition as of today (3.10.2014)Like so many other furniture retailers, Bobs Discount Furniture runs an ‘all day delivery service’This means that we will arrive to your home on the day you have scheduled; however any time frame you are provided is an estimate rather than a guaranteeIt is our responsibility at every store and with every customer to ensure that we communicate and properly educate our customers prior to deliveryI apologize again that you were not educated appropriately and I thank you for bringing this concern to my attention so we can get straight to work on corrective coaching for the unprofessional behavior you have made us aware of As your delivery charge is a separate fee from your merchandise, delivery is a service within itselfAs you have received this service we would be unable to provide you with a monetary refund of your delivery feeAs an apology for the lack of communication and education that was provided to you we would like to offer you a $Bobs Discount Furniture Gift CardPlease know that we do not wish this to be perceived as an attempt to force you to shop with us again We would like you to have an actual item from our showroom as our apology and we carry many accessory pieces (small and large) in the event that you would prefer not to use out delivery service again Please let me know if you will accept this offer and I will see that the gift card request gets processed as soon as possible Thank you for your time and for making this complaint so we have the opportunity to improve our overall customer experience Best Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business (Guardian Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claim I have also attached a copy of the Goof Proof handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims Guardian is a third party insurance company Like any other insurance policy they accept claims that fall under the policy guidelines: those that are submitted when the damage occurred (within days of being reported)and how the damage occurred (to show that it was an accident and not misuse) Guardian has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claim The customer reported that this damage occurred on they called to report the damage on That is far outside the thirty day window they allow Bobs Discount Furniture’s responsibility was a one year manufacturing warranty This merchandise was delivered in August The one year warranty expired almost four years ago These complaints are non repairable and not a manufacturing defect We would not be able to offer any options Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We certainly apologize to this customer for how long this has taken to correct and that they were forced to make so many calls Looking into the account I do see that this has already been set up to exchange on 3/19/ If the customer has any other questions or concerns please let us know Kindest regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Our records reflect that this foundation was delivered on 05/22/ and our customer reported this concern to us on 7/7/We are unable to accept responsibility for this type of damage given the product was sold as is and the reporting timeframe in which we were made aware of our customer’s concernWe apologize again for the product not meeting our customer’s expectation of quality for price and can upgrade our offer of accommodation to a $Bobs Discount Furniture Gift Card This is a fair option for resolution provided all facts within this scenario and we do seek to help our customer actually solve this concern by aiding in the purchase of a new foundation
Good Afternoon Revdex.com, face="Times New Roman"> We are certainly very sorry for any and all inconveniences our failures have caused our customer to experienceWe do thank our customer for escalating this concern so that we may use this posting to accurately address the coaching concerns we clearly have within our organization I was able to locate two different accounts for this customer and based on the account(s) status as well as the information provided in this posting I believe our business has properly rectified all the concerns the customer has communicated in this mediation channel If there are no further concerns that the customer would like to communicate thru this channel we consider these concerns closed as resolved at this time Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com: Please see a copy of the email sent to this consumer this morning (1.05.2014) Please use this as ‘Our response’ to this complaint [redacted] From: [redacted] Sent: Monday, January 05, 9:AMTo: ' [redacted] 'Cc: [redacted] Subject: RE: Revdex.com Complaint Good Morning [redacted] , My apologies for the long response time hereI am just returning to my office from holiday break and able to respond to your latest message Thank you for sending the photos to me, regretfully the manufacturer of this particular set (we are the retailer) is no longer offering parts as a replacement option I have listed an option for resolution below for your reviewPlease let me know if you find this offer acceptable as it differs from the option listed in your desired settlement presented to the Revdex.com Option for resolution: We will provide you with 100% store credit based on the price you paid us for your sofa/chaise (Credit = $799)We will also include store credit for the price you paid us on [redacted] Protection for this merchandise (Credit =$99.99) This store credit will allow you to reselect a different set whose material makeup may fit your needs and longevity expectations better Should you wish that the chair and ottoman you posses be included in this offer we can provide you with 80% store credit (based on the price you originally paid) on these pieces (Credit =$438.40)Our records show no occurrences and/or reoccurrences of possible manufacture defect present and these items have remained in good condition and in your possession for nearly two and a half years of use We will also include store credit for the price you paid us on [redacted] *** Protection for this merchandise (Credit =$50.00) Once you have visited a showroom to make your reselection we will expect to remove the current merchandise you have in your possession (whatever you have decided to take credit on) on the same date we deliver your new selectionAs an additional apology we will also cover the cost of any delivery fee associated with your newly selected merchandise I look forward to hearing back from you and apologize again that you have spent any of your valuable time on solving your furniture concerns :Please Note: I have forwarded the same message thru the Revdex.com Channel you opened Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to meSince the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further Sincerely, [redacted]
Received a delivery 7/27/with two items on back order until 8/20/On this date delivery team entered the house asked me to sign for merchandise that was not on the truckDelivery team stated they will be back in minutesThirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostageI have been on the phone for hours trying to get this issue resolvedThe end result was delivery on a later date days later
Complaint: [redacted] I am rejecting this response because there was no other option..I received a new chair days agomonths laterThe chairs are discontinued and if this happens again I'm out of luck Please forward compensation for my issue or find another chair and send it as back up Sincerely, [redacted]
size="3"> Good Afternoon Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to go to any Bob’s Discount Furniture As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: We are offering 100% credit on the stairway unit only This will fulfill the one time replacement that the [redacted] insurance coversI have set up the paperwork if this customer wishes to have the new stairway covered for five years the cost of adding [redacted] insurance would be $ We will cover the delivery fee and installation When the team comes to home with new unit they will remove old pieces If the customer wishes to have the GPP added please call ###-###-#### when you hear Bob’s voice hit to be connected The store will be able to schedule the exchange Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for the frustration that we caused this customer Due to our errors, miscommunications and failures we have offered compensation above what our company standard is We have reached out to the depot that is responsible for the home damage claim They have made the customer an offer of restitution They have advised us the customer is considering that offer We ask that the customer advise if this information is not correct or there are any other issues that still need to be addressed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, We are very sorry for any concerns that [redacted] is currently experiencing with her product and stand behind the value of the products and protection plan we sell our customersAs [redacted] has stated it is considered for the seats of any sofa that is regularly used to suffer a loss of resiliency over time and this sofa has been in use for over one year As [redacted] is not reporting a factory defect concern and the Bobs Discount Furniture Guarantee on [redacted] ’s sofa expired on 05.07.2014, the technician that was dispatched to [redacted] ’s home on (at no charge to her) was done as a courtesy because she is our valued customerUpon arriving to [redacted] ’s home our technician found [redacted] ’s merchandise has endured several concerns of customer caused damagesPlease see the photos that I have attached outlining the current staining, tearing, and rip that is present on this merchandise Regardless of warranty status Bobs Discount Furniture is open to listening to our customer’s concerns and researching all avenues available to us to help our customers resolve problems with their product in a fair mannerUnfortunately we are unable to take responsibility for damages that occur beyond our control and there is a reasonable expectation that the merchandise you are making a claim for has been kept in good condition prior to our technician being dispatched to see if we can rectify the concern at no charge to our customerAs a result of all facts presented in this case regretfully Bobs Discount Furniture is unable to provide replacement parts for this concern I spent time researching all avenues of our customer’s account to ensure that she was receiving the best care possible for her concern and I even tried to get the Guardian denial overturned on our customer’s behalfPlease see the first photo in the attached document as this photo displays a solvent stain and a tear from the customer attempting to clean a beverage spillAs Guardian covers accidents the juice stain itself would be a covered accident under the protection plan however a furniture insurance company cannot be held liable for the type of cleaner a customer deliberately applies to their merchandise and the reaction that cleaner has on the material makeup of the product The manufacturer of this product does offer parts such as the seat cores and casings at a cost outside of the warranty period to our customersIf [redacted] wished to she can make a purchase of new seat casings and cores to correct the wear/tear and customer caused damage concerns she is currently experiencingA seat casing (new material) can be purchased for $a piece and a seat core (new foam inside) can be purchased for $a piece Please ask that [redacted] contact us by phone at ###-###-#### if she would like to set up this purchase part orderBobs Discount Furniture truly wishes to help every customer who has a concern and we are very sorry that we are unable to cover the cost of further recourse for these damages Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to this customer via the telephone number providedI have left a voice mail message with my direct contact number in the hope I will hear from the customer soon to discuss this concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We sincerely apologize for any prior issues this customer has experienced with Bob’s or [redacted] We are looking to try to assist on the issues with the chair If the customer can submit the photos we will be able to review and see if we have any recourse to offer on the chair Bob’s part of the guarantee is only for manufacturing defects Scratches on a table top would not be manufacturing defects We would not be able to offer any recourse on that issue If the customer would send the photos, we may be able to assist with the chair, if it is found to be a manufacturing defect Please submit at least color photos, one close up, one from a distance, so me may review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: Today I checked with my credit card company & I did receive $credit to my accountHowever, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled times one of which they were a no-showThe drawer to the bed does not close flushWe will attempt to contact "Customer Care" to get them to make necessary adjustment Sincerely, [redacted]
Good Afternoon Revdex.com- We have reviewed the account and agree with the customer that in this case the new delivery fee should be waived We apologize that the customer was inconvenienced in this way We have corrected the reselection credit to reflect 100% credit for the chair and no new delivery fee to be charged The team will remove this chair from the home when the new piece is delivered 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 it is what it isNot the resolution I was hoping for Bob's discount furniture is bad qualityDoes not last more than a few yearsI will never buy furniture from them again Sincerely, [redacted]
Good Afternoon Revdex.com- We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service We do support our technician and work off the reports that they submit The technician deemed the damage in the home was not due to any manufacturing defects Without photos to contradict what the technician has reported we would not be able to offer any recourse The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted] There is no warranty for misuse or damages incurred through wear The tech reported to us that the floor is uneven causing the wood support to warp Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverageBoth a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replacedBobs furniture does not have a very good reputation of honoring warrantiesI purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same dayWhy is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat businessI bet every customer that has ever had an issue has never come back to purchase anything else from you againI sincerely hope you do the right think and replace a product that you should stand by Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] [redacted]
Good Morning [redacted] , I am very sorry about the lack of care and empathy you received from us during the transit and delivery of your purchaseI would be equally as frustrated if I felt a company wasn’t willing to reach out and assist me as their customerI assure you that Bobs Discount Furniture cares very much for each and every one of our customers It is certainly our failure for providing you with a time frame and not being able to honor that, our first concern prior to offering any customer compensation for our failure, is to ensure that our customer receives the merchandise they paid forOur records indicate that you have all your merchandise in satisfactory condition as of today (3.10.2014)Like so many other furniture retailers, Bobs Discount Furniture runs an ‘all day delivery service’This means that we will arrive to your home on the day you have scheduled; however any time frame you are provided is an estimate rather than a guaranteeIt is our responsibility at every store and with every customer to ensure that we communicate and properly educate our customers prior to deliveryI apologize again that you were not educated appropriately and I thank you for bringing this concern to my attention so we can get straight to work on corrective coaching for the unprofessional behavior you have made us aware of As your delivery charge is a separate fee from your merchandise, delivery is a service within itselfAs you have received this service we would be unable to provide you with a monetary refund of your delivery feeAs an apology for the lack of communication and education that was provided to you we would like to offer you a $Bobs Discount Furniture Gift CardPlease know that we do not wish this to be perceived as an attempt to force you to shop with us again We would like you to have an actual item from our showroom as our apology and we carry many accessory pieces (small and large) in the event that you would prefer not to use out delivery service again Please let me know if you will accept this offer and I will see that the gift card request gets processed as soon as possible Thank you for your time and for making this complaint so we have the opportunity to improve our overall customer experience Best Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business (Guardian Protection Products) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning in reference to this claim I have also attached a copy of the Goof Proof handout the customer was given at the time of purchase This clearly shows what is covered under the insurance policy they purchased and the company’s guidelines for claims Guardian is a third party insurance company Like any other insurance policy they accept claims that fall under the policy guidelines: those that are submitted when the damage occurred (within days of being reported)and how the damage occurred (to show that it was an accident and not misuse) Guardian has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being denied While we truly wish we could, we are unable to force another business into overturning a claim The customer reported that this damage occurred on they called to report the damage on That is far outside the thirty day window they allow Bobs Discount Furniture’s responsibility was a one year manufacturing warranty This merchandise was delivered in August The one year warranty expired almost four years ago These complaints are non repairable and not a manufacturing defect We would not be able to offer any options Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We certainly apologize to this customer for how long this has taken to correct and that they were forced to make so many calls Looking into the account I do see that this has already been set up to exchange on 3/19/ If the customer has any other questions or concerns please let us know Kindest regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, Our records reflect that this foundation was delivered on 05/22/ and our customer reported this concern to us on 7/7/We are unable to accept responsibility for this type of damage given the product was sold as is and the reporting timeframe in which we were made aware of our customer’s concernWe apologize again for the product not meeting our customer’s expectation of quality for price and can upgrade our offer of accommodation to a $Bobs Discount Furniture Gift Card This is a fair option for resolution provided all facts within this scenario and we do seek to help our customer actually solve this concern by aiding in the purchase of a new foundation
Good Afternoon Revdex.com, face="Times New Roman"> We are certainly very sorry for any and all inconveniences our failures have caused our customer to experienceWe do thank our customer for escalating this concern so that we may use this posting to accurately address the coaching concerns we clearly have within our organization I was able to locate two different accounts for this customer and based on the account(s) status as well as the information provided in this posting I believe our business has properly rectified all the concerns the customer has communicated in this mediation channel If there are no further concerns that the customer would like to communicate thru this channel we consider these concerns closed as resolved at this time Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com: Please see a copy of the email sent to this consumer this morning (1.05.2014) Please use this as ‘Our response’ to this complaint [redacted] From: [redacted] Sent: Monday, January 05, 9:AMTo: ' [redacted] 'Cc: [redacted] Subject: RE: Revdex.com Complaint Good Morning [redacted] , My apologies for the long response time hereI am just returning to my office from holiday break and able to respond to your latest message Thank you for sending the photos to me, regretfully the manufacturer of this particular set (we are the retailer) is no longer offering parts as a replacement option I have listed an option for resolution below for your reviewPlease let me know if you find this offer acceptable as it differs from the option listed in your desired settlement presented to the Revdex.com Option for resolution: We will provide you with 100% store credit based on the price you paid us for your sofa/chaise (Credit = $799)We will also include store credit for the price you paid us on [redacted] Protection for this merchandise (Credit =$99.99) This store credit will allow you to reselect a different set whose material makeup may fit your needs and longevity expectations better Should you wish that the chair and ottoman you posses be included in this offer we can provide you with 80% store credit (based on the price you originally paid) on these pieces (Credit =$438.40)Our records show no occurrences and/or reoccurrences of possible manufacture defect present and these items have remained in good condition and in your possession for nearly two and a half years of use We will also include store credit for the price you paid us on [redacted] *** Protection for this merchandise (Credit =$50.00) Once you have visited a showroom to make your reselection we will expect to remove the current merchandise you have in your possession (whatever you have decided to take credit on) on the same date we deliver your new selectionAs an additional apology we will also cover the cost of any delivery fee associated with your newly selected merchandise I look forward to hearing back from you and apologize again that you have spent any of your valuable time on solving your furniture concerns :Please Note: I have forwarded the same message thru the Revdex.com Channel you opened Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to meSince the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further Sincerely, [redacted]
Received a delivery 7/27/with two items on back order until 8/20/On this date delivery team entered the house asked me to sign for merchandise that was not on the truckDelivery team stated they will be back in minutesThirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostageI have been on the phone for hours trying to get this issue resolvedThe end result was delivery on a later date days later
Complaint: [redacted] I am rejecting this response because there was no other option..I received a new chair days agomonths laterThe chairs are discontinued and if this happens again I'm out of luck Please forward compensation for my issue or find another chair and send it as back up Sincerely, [redacted]
size="3"> Good Afternoon Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to go to any Bob’s Discount Furniture As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: We are offering 100% credit on the stairway unit only This will fulfill the one time replacement that the [redacted] insurance coversI have set up the paperwork if this customer wishes to have the new stairway covered for five years the cost of adding [redacted] insurance would be $ We will cover the delivery fee and installation When the team comes to home with new unit they will remove old pieces If the customer wishes to have the GPP added please call ###-###-#### when you hear Bob’s voice hit to be connected The store will be able to schedule the exchange Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- We are very sorry for the frustration that we caused this customer Due to our errors, miscommunications and failures we have offered compensation above what our company standard is We have reached out to the depot that is responsible for the home damage claim They have made the customer an offer of restitution They have advised us the customer is considering that offer We ask that the customer advise if this information is not correct or there are any other issues that still need to be addressed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, We are very sorry for any concerns that [redacted] is currently experiencing with her product and stand behind the value of the products and protection plan we sell our customersAs [redacted] has stated it is considered for the seats of any sofa that is regularly used to suffer a loss of resiliency over time and this sofa has been in use for over one year As [redacted] is not reporting a factory defect concern and the Bobs Discount Furniture Guarantee on [redacted] ’s sofa expired on 05.07.2014, the technician that was dispatched to [redacted] ’s home on (at no charge to her) was done as a courtesy because she is our valued customerUpon arriving to [redacted] ’s home our technician found [redacted] ’s merchandise has endured several concerns of customer caused damagesPlease see the photos that I have attached outlining the current staining, tearing, and rip that is present on this merchandise Regardless of warranty status Bobs Discount Furniture is open to listening to our customer’s concerns and researching all avenues available to us to help our customers resolve problems with their product in a fair mannerUnfortunately we are unable to take responsibility for damages that occur beyond our control and there is a reasonable expectation that the merchandise you are making a claim for has been kept in good condition prior to our technician being dispatched to see if we can rectify the concern at no charge to our customerAs a result of all facts presented in this case regretfully Bobs Discount Furniture is unable to provide replacement parts for this concern I spent time researching all avenues of our customer’s account to ensure that she was receiving the best care possible for her concern and I even tried to get the Guardian denial overturned on our customer’s behalfPlease see the first photo in the attached document as this photo displays a solvent stain and a tear from the customer attempting to clean a beverage spillAs Guardian covers accidents the juice stain itself would be a covered accident under the protection plan however a furniture insurance company cannot be held liable for the type of cleaner a customer deliberately applies to their merchandise and the reaction that cleaner has on the material makeup of the product The manufacturer of this product does offer parts such as the seat cores and casings at a cost outside of the warranty period to our customersIf [redacted] wished to she can make a purchase of new seat casings and cores to correct the wear/tear and customer caused damage concerns she is currently experiencingA seat casing (new material) can be purchased for $a piece and a seat core (new foam inside) can be purchased for $a piece Please ask that [redacted] contact us by phone at ###-###-#### if she would like to set up this purchase part orderBobs Discount Furniture truly wishes to help every customer who has a concern and we are very sorry that we are unable to cover the cost of further recourse for these damages Kind Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning Revdex.com, I have reached out to this customer via the telephone number providedI have left a voice mail message with my direct contact number in the hope I will hear from the customer soon to discuss this concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We sincerely apologize for any prior issues this customer has experienced with Bob’s or [redacted] We are looking to try to assist on the issues with the chair If the customer can submit the photos we will be able to review and see if we have any recourse to offer on the chair Bob’s part of the guarantee is only for manufacturing defects Scratches on a table top would not be manufacturing defects We would not be able to offer any recourse on that issue If the customer would send the photos, we may be able to assist with the chair, if it is found to be a manufacturing defect Please submit at least color photos, one close up, one from a distance, so me may review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: Today I checked with my credit card company & I did receive $credit to my accountHowever, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled times one of which they were a no-showThe drawer to the bed does not close flushWe will attempt to contact "Customer Care" to get them to make necessary adjustment Sincerely, [redacted]
Good Afternoon Revdex.com- We have reviewed the account and agree with the customer that in this case the new delivery fee should be waived We apologize that the customer was inconvenienced in this way We have corrected the reselection credit to reflect 100% credit for the chair and no new delivery fee to be charged The team will remove this chair from the home when the new piece is delivered 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 it is what it isNot the resolution I was hoping for Bob's discount furniture is bad qualityDoes not last more than a few yearsI will never buy furniture from them again Sincerely, [redacted]