Dear Revdex.com,I called and spoke with Ms [redacted] this afternoon and she expressed her concerns with the dining chairsAs a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different setMs [redacted] was appreciative of the offer and understood the terms of the creditShe will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates MsWilders business and apologizes for any and all inconvenience we have caused.Thanks [redacted] **
For over a year and a half Bobs furniture continued to send me defective leather couchesAs of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces backDon't ever under any circumstances ever by furniture from BobsWhen I tried to speak to a supervisor yesterday she reduced to come onto the phoneThey will sell you defective furnitureBuyer think twice before ever spending your money with these cheating pair of scales
Complaint: [redacted] I am rejecting this response because: You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money Now I have to take more hours off from work on 10-31-in order to be at my home for the pick up of the merchandise Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was able to get the delivery cost refunded to me after two calls but have not yet received the $gift card I was promised by Bob's Customer Service representative Jared K # Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We are very sorry that this was not already corrected for this customer and we appreciate the Revdex.com bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon ***, I attempted to call you this afternoon (9.04.2014) and was only able to leave a voicemail message for youI am sincerely sorry for the time it has taken to get this drawer from our manufacturer and there is no explanation I can provide you with that will make our failures right after we have caused you this much aggravation and disappointmentI am genuinely embarrassed and would like to help you move forward in any way that I canI cannot thank you enough for your extreme patience with us *** We can schedule to process an even exchange on the dresser for you at any point in timeI understand that you only require one drawer so if you’re accepting of this option I can make notes for our delivery team to only remove the drawer you need from the replacement on their truckIf you simply cannot be home to wait for a delivery team to arrive, I can look into possibly making an agreement to leave the drawer in a place you deem safe surrounding your home I’m very sorry again [redacted] and you may respond to me via my direct telephone number (###-###-####) or through the channel the Revdex.com has set up for usPlease let me know if you find this resolution option to be at all satisfactory Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry for all the issues our customer has been experiencing with her product and I assure her that our intentions are to make any failures we have caused her right [redacted] was contacted by one of my corporate colleagues ( [redacted] ) on To my understanding we are currently awaiting photos of her merchandise so we can proceed in helping this customer further We have a service technician scheduled to [redacted] ***’s residence on (Fri) and we expect to receive the technician’s report/photos and review them by I apologize again for all the aggravation and stress we have caused [redacted] and I thank you for her extreme patience with us while we work to correct her concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your Goof Proof Plan and your merchandiseI tried to contact you by phone first prior to sending this response and left you a message with my direct contact number in the case you would prefer to speak about this concern with me by phone Our records reflect that your living room set is made out of ‘Bonded Leather’ and our technician determined that the affected item was ‘peeling’This is considered a ‘wear and tear’ occurrence in the industry and is not isolated to the bonded leather products that Bobs Discount Furniture sells There are multitudes of public information available to explain why and how bonded leather products start to show these signs of natural wearWhile I understand your disappointment and the alleged information you cite to have been provided by your sales person it is appropriate that I inform you that should you continue to purchase bonded leather products occurrences of ‘peeling ‘will continue to occur to your product as a result of this material makeup’s life expectancy We always place the material makeup of our living room product on the placard in front of the furniture itself (I have included the document for your specific set)We also always provide a sales flyer sheet to our customers regarding the general outline of what is covered by the Goof Proof PlanThis sales flyer does instruct the consumer to seek further information on the complete plan documents for exclusionsAs the specific plan you purchased in is not managed directly by Bobs we would have no way of knowing that plan documents weren’t sent to you and I apologize for the alleged failure of this on [redacted] end I have included a copy of terms and conditions associated with your plan for your education Because we are a company that cares about our customers and because you allege that our sales professional sold you the plan under a pretense we can offer to use the plan you purchased and place a reselection credit into our system for both the sofa and the loveseat from your living room setThis is actually more than the plan would offer you in terms of replacement as the contract illustrates they offer coverage per an affected item onlyShould you choose to accept this option we will go an extra step and offer to deliver your newly selected merchandise to you at no chargeWe will also take away and dispose of the current merchandise you have in your home on the same date you schedule the delivery of the new itemsThis resolution ensures that Bobs Discount Furniture is placing you first as our customer and coming out of our own pockets to absorb whatever dissatisfaction you are feelingSince the Goof Proof Plan allows for a one time replacement only, we would not credit you for monies paid towards that plan as the promise you cite to have received at the time of sale is being completely fulfilled I look forward to hearing back from you as I am eager to help resolve your concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I cannot apologize enough to you for this terrible occurrence, I can certainly imagine that you have been feeling an immense amount of stress and aggravation for this occurrence and I assure you that I am a direct link to be able to provide you further assistance from this point forward We do have a [redacted] *who works in our Customer Care Operations Team and as she had previously emailed you, we do take this alleged charge very seriously and would like nothing more then to get this resolved in a timely manner for you I am so sorry to ask you for anything else on your end because you have already done so much, but in order to move forward as efficiently as possible I will ask that you respond to me in my direct email with additional information so I can get in contact with my Accounting Department as soon as possibleMy direct email address is [redacted] , you can also call me directly if you would prefer at ###-###-####My office hours can be limited so in most cases email is the best way to reach me, but please feel welcome to call and should you need to leave a voicemail I will return your call as soon as I am able If you could please provide me with the name on the card along with the last four digits and expiration date we will be able to research into thisIf possible would you also be able to provide me with the date and time the charge occurred we will be able to look into this further Thank you for your extreme patience with us and I apologize again that you have had to escalate your concern to so many different levelsI promise you that I truly wish to get to the bottom of your concern and solve this for you once and for all [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are so sorry for the error that caused the wrong merchandise to be brought to the home The chest was the article that written on the order and has a lower price point then the dresser This left the balance owed on the account As I believe this was Bob’s fault I have waived the difference The store has already reached out to the customer to schedule the dresser and tv chest Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: You: We are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund Me: Are you the final authority on this decision? I was told that I could return both pieces by the sales staff at the storeThese folks are the face of Bob’s to your customers and Bob’s should honor what they advertiseAdditionally, from my perspective and interpretation of your policy I should be issued a refund for the full purchase priceI understand that your opinion is differentI have asked others to read your policy and every one of them have thought they could get a full refund if unhappy after daysTherefore, your assertion that the policy is clear is just not trueObviously, there is something wrong if several intelligent people read it and do not understand that they can only get a refund for half of their purchase You: Again, addressing this from a logical standpoint the customer has stated to our business that the current mattress is not comfortable, reselecting to a different mattress would solve this comfort concern completely and that is not something the consumer is even willing to consider via this mediation channel Me: I’m not sure why you say thisWe did consider reselection and there was nothing betterWe even looked at other vendor’s productsNothing was satisfactoryAs such, we opted for the refund option You: The customer has no reported defect with the [redacted] bob bed bases and these bases (a.k.aas foundations) can be used with any non innerspring mattress from any retailer Me: These foundations specifically call for two XL twin mattresses to allow for the independent movement of the sidesAdditionally, you point out that they must be non-innerspring mattressesThese two requirements are the crux of our comfort issuesThe non-innerspring mattress was too hard, even though we got the plush versionAdditionally, the gap between the two sides is too large and the mattresses slide apart if someone happens to roll on top of itObviously, this is a comfort issueI would even say this is a safety and health concern You: While we will absolutely address the coaching concern the customer has alleged occurred during her time of sale, we cannot offer resolutions based off of the consumers perception of what occurred as we were not part of that transactionWe will investigate further however having been a sales professional myself for many years I understand that the time of sale is a very exciting time for the customer and multiple pieces of important information that is clearly presented can be lost within this excitement Me: I did not misunderstand the sales staff at the storeThere was nothing lost in translationThere were two other people with me at the time of purchase that can verify that the sales staff specifically stated we could return the whole thing if we were not satisfiedThe context of the conversation was when we were discussing the split mattress configurationThe store did not have any split configurations on the floor to try and made sure that we understood that I could trade or return the whole thing if not happy You: We still believe the expressed agreements presented to be clear and concise as an electrical component that moves a mattress up and down is not and could never be the mattress itselfPlease also note that while the customer purchased a “package article” each component of the “package article” has its own identifying inventory article number making these separate from one anotherI have included a ‘Print Screen’ of the invoice associated with this transaction and highlighted these facts for your review Me: I still maintain that the two items were sold as a “Mattress” item under a single article itemThe prices listed in the showroom do not break it down as “mattress and foundation”The pricing shown is the full price that was paidThe same is true of your websiteI just checked You: As a business we are more than willing to address the comfort concern with the mattresses the customer has reported, as there are no mechanical issues that have been deemed a defect by a factory trained technician and the [redacted] bob bed bases have no bearing on the comfort of the mattresses we will not be offering a return for refund on this merchandise Me: While I appreciate that your opinion is that the base does not affect the comfort of the bed, there are many mattress industry experts that disagree with youOther manufacturers put forth much effort on designing the perfect “foundation” for their mattress sets, including [redacted] -***, which is what your bed is supposed to mimicInterestingly, [redacted] - [redacted] also has a trial period for their products where you can return the bed if you do not like it and their policy includes both the mattress and foundation At this point, I feel less than hopeful that we are going to reach a resolutionI will not be satisfied unless I am refunded the full purchase price as advertised Rather than continuing to argue, I’d like this issue to be escalated if possible Sincerely, [redacted]
Good Afternoon [redacted] , face="Times New Roman" size="3"> I attempted to contact you on the number you provided in your Revdex.com complaint three times this afternoon (7.07.2015) and regretfully the line continues to indicate that the number is not currently in service I am so sorry to learn of the disappointments you have been continually experiencing with your product and I assure you that taking care of our valued customers is our number one priority here at Bobs Discount FurnitureAs a company we stand behind the fact that a replacement part accompanied by a professional installation is the best route for resolving any product concernI can certainly understand your frustration due to having to wait for this part to arrive and in the fact that we didn’t appropriately communicate any added delay in shipping time to you Should you feel an even exchange of the merchandise would benefit you most at this point, instead of waiting any longer for the part’s arrival, we are happy to provide that option as an alternate route for resolution If you are able to maintain confidence in the parts and service resolution we currently have in place we can offer to provide you with a further form of our apology for the delay in service and disappointment by way of a Bobs Discount Furniture Gift CardThis gift card offer will be fully disclosed and processed after the service for installation has been completed and you are fully satisfied with your product Please feel welcome to let me know how you’d like to proceed in resolving your concern via the Revdex.com channel you have opened or I am available to you directly by email at [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear BBB, Please pass on our deepest apologies for any inconvenience this... bedding set is causing our customer. I do believe this agent’s inability to locate this account was justified as I have just tried with all the information provided to BBB and still am unable to locate this customer’s original sales order. Without the original sales order as reference we are unable to verify warranty status on this set. In example we sell hundreds and thousands of bedding sets out of our clearance channels that do not have warranty therefore we are unable to offer service. We absolutely need the customer’s original sales invoice in order to proceed with offering any protection that may be available. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name; phone number, address, and email address provided here and locate no records. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers, purchaser names (was this mattress purchased thru a group program?) that may bring up their account record. We ask that the customer responds to us thru this BBB channel so that your efforts in excellent mediation assistance are not wasted. Kindest Regards, Stephanie A. G. Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon, Roman"> We are able to offer you a courtesy reselection Bonded Leather peeling is not a manufacturing defect It is something that is caused by the environment If the leather dries out it pulls away from the backing and starts to peel It has occurred to enough of our customers that we now offer the courtesy reselection When you go into the store, advise them you are there for a reselection They will apply this credit towards the new purchase as payment They will then schedule the delivery and the pickup for the same day, so you will not have to be without merchandise There will be no new delivery fee applied to the new sale We will not be able to offer a refund The customer can choose another set and we will deliver that set and pick up the set in the home on the same day This is the only resolution we would be able to offer If you have any questions or concerns please reply through the Revdex.com mediation site Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, We are sincerely sorry that this customer is unhappy with the merchandise I do see in June this customer had been called by one of my colleagues and offered a courtesy reselection We do want this customer to be happy with the purchase, we will honor that offer for reselection If the customer accepts the offer of store credit on the sofa and chair, please reply to the Revdex.com and the credit will be created and emailed directly to the email address on this complaint The credit will then be active for sixty days We will waive a new delivery fee and we will credit the [redacted] as well Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The bed frames is not what I complained about. I said the mattress is the wrong size. I measured the mattress , it is a full. My receipt shows I paid for a queen. This is not a queen mattress, it is a full. I want my 100 dollars back for the difference. Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/and I plan on picking it up on 2/1/ Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty Sincerely, [redacted]
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 I would also like to say thank you for working with me and being understanding about the situationI am extremely satisfied with the resolution Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and under the address, but a different name, there is a purchase from May 2011, which does not match this complaint Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original phone number that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I feel terrible after reading that our customer feels our responses lacked any empathy towards their concern We are most certainly empathetic and remain very sorry that our customer is experiencing the concern they areOur business offers coverage against manufacturing defects, this is stated on the sales receipt and the information we provide about the [redacted] ***, and our customer isn’t communicating that they have any concern from a defect Please see our service professional’s report/record below (the customer is taking full responsibility for the damage present) Tech Denardo 138pm-current 72" Lest side facing arm of sofa collapsed, cracked wood Non-repairable Customer caused/good condition otherwise Spoke with: CHRISTOPHER- states he has screws in his foot so he does have to put all his weight on the arms to get upWants to get the sofas replacedApologized but explained the tech stated these are not manufacturer defectsHe is confirming he caused these damagesUnfortunately no recourse we can offer....cgahner Above Comments Added By CGAHNER ( CGahner ) On 01/12/at 14: After researching this customer’s concern it appears that the merchandise has been used against its manufacturing specifications and the arm cracking is not the result of a factory defect or an accidental incidentWe remain very sorry that our customer is dealing with this concern and if we could have offered a repair on-site I assure our customer that we would haveAs a retailer we are unable to take ownership for concerns that are present from accumulated use within the home Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com,I called and spoke with Ms [redacted] this afternoon and she expressed her concerns with the dining chairsAs a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different setMs [redacted] was appreciative of the offer and understood the terms of the creditShe will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates MsWilders business and apologizes for any and all inconvenience we have caused.Thanks [redacted] **
For over a year and a half Bobs furniture continued to send me defective leather couchesAs of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces backDon't ever under any circumstances ever by furniture from BobsWhen I tried to speak to a supervisor yesterday she reduced to come onto the phoneThey will sell you defective furnitureBuyer think twice before ever spending your money with these cheating pair of scales
Complaint: [redacted] I am rejecting this response because: You are correct...monetary funds were not exchanged-BUT..your company made me miss hours at my job-which I had to leave early only to have your company not show up on the day specified-nor call...therefore I am out money Now I have to take more hours off from work on 10-31-in order to be at my home for the pick up of the merchandise Which at this time I can't afford to take off time..so YES I do believe you owe me more then a gift card Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I was able to get the delivery cost refunded to me after two calls but have not yet received the $gift card I was promised by Bob's Customer Service representative Jared K # Sincerely, [redacted]
Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We are very sorry that this was not already corrected for this customer and we appreciate the Revdex.com bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon ***, I attempted to call you this afternoon (9.04.2014) and was only able to leave a voicemail message for youI am sincerely sorry for the time it has taken to get this drawer from our manufacturer and there is no explanation I can provide you with that will make our failures right after we have caused you this much aggravation and disappointmentI am genuinely embarrassed and would like to help you move forward in any way that I canI cannot thank you enough for your extreme patience with us *** We can schedule to process an even exchange on the dresser for you at any point in timeI understand that you only require one drawer so if you’re accepting of this option I can make notes for our delivery team to only remove the drawer you need from the replacement on their truckIf you simply cannot be home to wait for a delivery team to arrive, I can look into possibly making an agreement to leave the drawer in a place you deem safe surrounding your home I’m very sorry again [redacted] and you may respond to me via my direct telephone number (###-###-####) or through the channel the Revdex.com has set up for usPlease let me know if you find this resolution option to be at all satisfactory Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, We are very sorry for all the issues our customer has been experiencing with her product and I assure her that our intentions are to make any failures we have caused her right [redacted] was contacted by one of my corporate colleagues ( [redacted] ) on To my understanding we are currently awaiting photos of her merchandise so we can proceed in helping this customer further We have a service technician scheduled to [redacted] ***’s residence on (Fri) and we expect to receive the technician’s report/photos and review them by I apologize again for all the aggravation and stress we have caused [redacted] and I thank you for her extreme patience with us while we work to correct her concerns Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am very sorry to learn of your disappointment with your Goof Proof Plan and your merchandiseI tried to contact you by phone first prior to sending this response and left you a message with my direct contact number in the case you would prefer to speak about this concern with me by phone Our records reflect that your living room set is made out of ‘Bonded Leather’ and our technician determined that the affected item was ‘peeling’This is considered a ‘wear and tear’ occurrence in the industry and is not isolated to the bonded leather products that Bobs Discount Furniture sells There are multitudes of public information available to explain why and how bonded leather products start to show these signs of natural wearWhile I understand your disappointment and the alleged information you cite to have been provided by your sales person it is appropriate that I inform you that should you continue to purchase bonded leather products occurrences of ‘peeling ‘will continue to occur to your product as a result of this material makeup’s life expectancy We always place the material makeup of our living room product on the placard in front of the furniture itself (I have included the document for your specific set)We also always provide a sales flyer sheet to our customers regarding the general outline of what is covered by the Goof Proof PlanThis sales flyer does instruct the consumer to seek further information on the complete plan documents for exclusionsAs the specific plan you purchased in is not managed directly by Bobs we would have no way of knowing that plan documents weren’t sent to you and I apologize for the alleged failure of this on [redacted] end I have included a copy of terms and conditions associated with your plan for your education Because we are a company that cares about our customers and because you allege that our sales professional sold you the plan under a pretense we can offer to use the plan you purchased and place a reselection credit into our system for both the sofa and the loveseat from your living room setThis is actually more than the plan would offer you in terms of replacement as the contract illustrates they offer coverage per an affected item onlyShould you choose to accept this option we will go an extra step and offer to deliver your newly selected merchandise to you at no chargeWe will also take away and dispose of the current merchandise you have in your home on the same date you schedule the delivery of the new itemsThis resolution ensures that Bobs Discount Furniture is placing you first as our customer and coming out of our own pockets to absorb whatever dissatisfaction you are feelingSince the Goof Proof Plan allows for a one time replacement only, we would not credit you for monies paid towards that plan as the promise you cite to have received at the time of sale is being completely fulfilled I look forward to hearing back from you as I am eager to help resolve your concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I cannot apologize enough to you for this terrible occurrence, I can certainly imagine that you have been feeling an immense amount of stress and aggravation for this occurrence and I assure you that I am a direct link to be able to provide you further assistance from this point forward We do have a [redacted] *who works in our Customer Care Operations Team and as she had previously emailed you, we do take this alleged charge very seriously and would like nothing more then to get this resolved in a timely manner for you I am so sorry to ask you for anything else on your end because you have already done so much, but in order to move forward as efficiently as possible I will ask that you respond to me in my direct email with additional information so I can get in contact with my Accounting Department as soon as possibleMy direct email address is [redacted] , you can also call me directly if you would prefer at ###-###-####My office hours can be limited so in most cases email is the best way to reach me, but please feel welcome to call and should you need to leave a voicemail I will return your call as soon as I am able If you could please provide me with the name on the card along with the last four digits and expiration date we will be able to research into thisIf possible would you also be able to provide me with the date and time the charge occurred we will be able to look into this further Thank you for your extreme patience with us and I apologize again that you have had to escalate your concern to so many different levelsI promise you that I truly wish to get to the bottom of your concern and solve this for you once and for all [redacted] [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are so sorry for the error that caused the wrong merchandise to be brought to the home The chest was the article that written on the order and has a lower price point then the dresser This left the balance owed on the account As I believe this was Bob’s fault I have waived the difference The store has already reached out to the customer to schedule the dresser and tv chest Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: You: We are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund Me: Are you the final authority on this decision? I was told that I could return both pieces by the sales staff at the storeThese folks are the face of Bob’s to your customers and Bob’s should honor what they advertiseAdditionally, from my perspective and interpretation of your policy I should be issued a refund for the full purchase priceI understand that your opinion is differentI have asked others to read your policy and every one of them have thought they could get a full refund if unhappy after daysTherefore, your assertion that the policy is clear is just not trueObviously, there is something wrong if several intelligent people read it and do not understand that they can only get a refund for half of their purchase You: Again, addressing this from a logical standpoint the customer has stated to our business that the current mattress is not comfortable, reselecting to a different mattress would solve this comfort concern completely and that is not something the consumer is even willing to consider via this mediation channel Me: I’m not sure why you say thisWe did consider reselection and there was nothing betterWe even looked at other vendor’s productsNothing was satisfactoryAs such, we opted for the refund option You: The customer has no reported defect with the [redacted] bob bed bases and these bases (a.k.aas foundations) can be used with any non innerspring mattress from any retailer Me: These foundations specifically call for two XL twin mattresses to allow for the independent movement of the sidesAdditionally, you point out that they must be non-innerspring mattressesThese two requirements are the crux of our comfort issuesThe non-innerspring mattress was too hard, even though we got the plush versionAdditionally, the gap between the two sides is too large and the mattresses slide apart if someone happens to roll on top of itObviously, this is a comfort issueI would even say this is a safety and health concern You: While we will absolutely address the coaching concern the customer has alleged occurred during her time of sale, we cannot offer resolutions based off of the consumers perception of what occurred as we were not part of that transactionWe will investigate further however having been a sales professional myself for many years I understand that the time of sale is a very exciting time for the customer and multiple pieces of important information that is clearly presented can be lost within this excitement Me: I did not misunderstand the sales staff at the storeThere was nothing lost in translationThere were two other people with me at the time of purchase that can verify that the sales staff specifically stated we could return the whole thing if we were not satisfiedThe context of the conversation was when we were discussing the split mattress configurationThe store did not have any split configurations on the floor to try and made sure that we understood that I could trade or return the whole thing if not happy You: We still believe the expressed agreements presented to be clear and concise as an electrical component that moves a mattress up and down is not and could never be the mattress itselfPlease also note that while the customer purchased a “package article” each component of the “package article” has its own identifying inventory article number making these separate from one anotherI have included a ‘Print Screen’ of the invoice associated with this transaction and highlighted these facts for your review Me: I still maintain that the two items were sold as a “Mattress” item under a single article itemThe prices listed in the showroom do not break it down as “mattress and foundation”The pricing shown is the full price that was paidThe same is true of your websiteI just checked You: As a business we are more than willing to address the comfort concern with the mattresses the customer has reported, as there are no mechanical issues that have been deemed a defect by a factory trained technician and the [redacted] bob bed bases have no bearing on the comfort of the mattresses we will not be offering a return for refund on this merchandise Me: While I appreciate that your opinion is that the base does not affect the comfort of the bed, there are many mattress industry experts that disagree with youOther manufacturers put forth much effort on designing the perfect “foundation” for their mattress sets, including [redacted] -***, which is what your bed is supposed to mimicInterestingly, [redacted] - [redacted] also has a trial period for their products where you can return the bed if you do not like it and their policy includes both the mattress and foundation At this point, I feel less than hopeful that we are going to reach a resolutionI will not be satisfied unless I am refunded the full purchase price as advertised Rather than continuing to argue, I’d like this issue to be escalated if possible Sincerely, [redacted]
Good Afternoon [redacted] , face="Times New Roman" size="3"> I attempted to contact you on the number you provided in your Revdex.com complaint three times this afternoon (7.07.2015) and regretfully the line continues to indicate that the number is not currently in service I am so sorry to learn of the disappointments you have been continually experiencing with your product and I assure you that taking care of our valued customers is our number one priority here at Bobs Discount FurnitureAs a company we stand behind the fact that a replacement part accompanied by a professional installation is the best route for resolving any product concernI can certainly understand your frustration due to having to wait for this part to arrive and in the fact that we didn’t appropriately communicate any added delay in shipping time to you Should you feel an even exchange of the merchandise would benefit you most at this point, instead of waiting any longer for the part’s arrival, we are happy to provide that option as an alternate route for resolution If you are able to maintain confidence in the parts and service resolution we currently have in place we can offer to provide you with a further form of our apology for the delay in service and disappointment by way of a Bobs Discount Furniture Gift CardThis gift card offer will be fully disclosed and processed after the service for installation has been completed and you are fully satisfied with your product Please feel welcome to let me know how you’d like to proceed in resolving your concern via the Revdex.com channel you have opened or I am available to you directly by email at [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear BBB, Please pass on our deepest apologies for any inconvenience this... bedding set is causing our customer. I do believe this agent’s inability to locate this account was justified as I have just tried with all the information provided to BBB and still am unable to locate this customer’s original sales order. Without the original sales order as reference we are unable to verify warranty status on this set. In example we sell hundreds and thousands of bedding sets out of our clearance channels that do not have warranty therefore we are unable to offer service. We absolutely need the customer’s original sales invoice in order to proceed with offering any protection that may be available. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name; phone number, address, and email address provided here and locate no records. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers, purchaser names (was this mattress purchased thru a group program?) that may bring up their account record. We ask that the customer responds to us thru this BBB channel so that your efforts in excellent mediation assistance are not wasted. Kindest Regards, Stephanie A. G. Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon, Roman"> We are able to offer you a courtesy reselection Bonded Leather peeling is not a manufacturing defect It is something that is caused by the environment If the leather dries out it pulls away from the backing and starts to peel It has occurred to enough of our customers that we now offer the courtesy reselection When you go into the store, advise them you are there for a reselection They will apply this credit towards the new purchase as payment They will then schedule the delivery and the pickup for the same day, so you will not have to be without merchandise There will be no new delivery fee applied to the new sale We will not be able to offer a refund The customer can choose another set and we will deliver that set and pick up the set in the home on the same day This is the only resolution we would be able to offer If you have any questions or concerns please reply through the Revdex.com mediation site Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Dear Revdex.com, We are sincerely sorry that this customer is unhappy with the merchandise I do see in June this customer had been called by one of my colleagues and offered a courtesy reselection We do want this customer to be happy with the purchase, we will honor that offer for reselection If the customer accepts the offer of store credit on the sofa and chair, please reply to the Revdex.com and the credit will be created and emailed directly to the email address on this complaint The credit will then be active for sixty days We will waive a new delivery fee and we will credit the [redacted] as well Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: The bed frames is not what I complained about. I said the mattress is the wrong size. I measured the mattress , it is a full. My receipt shows I paid for a queen. This is not a queen mattress, it is a full. I want my 100 dollars back for the difference. Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/and I plan on picking it up on 2/1/ Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty Sincerely, [redacted]
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 I would also like to say thank you for working with me and being understanding about the situationI am extremely satisfied with the resolution Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and under the address, but a different name, there is a purchase from May 2011, which does not match this complaint Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original phone number that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I feel terrible after reading that our customer feels our responses lacked any empathy towards their concern We are most certainly empathetic and remain very sorry that our customer is experiencing the concern they areOur business offers coverage against manufacturing defects, this is stated on the sales receipt and the information we provide about the [redacted] ***, and our customer isn’t communicating that they have any concern from a defect Please see our service professional’s report/record below (the customer is taking full responsibility for the damage present) Tech Denardo 138pm-current 72" Lest side facing arm of sofa collapsed, cracked wood Non-repairable Customer caused/good condition otherwise Spoke with: CHRISTOPHER- states he has screws in his foot so he does have to put all his weight on the arms to get upWants to get the sofas replacedApologized but explained the tech stated these are not manufacturer defectsHe is confirming he caused these damagesUnfortunately no recourse we can offer....cgahner Above Comments Added By CGAHNER ( CGahner ) On 01/12/at 14: After researching this customer’s concern it appears that the merchandise has been used against its manufacturing specifications and the arm cracking is not the result of a factory defect or an accidental incidentWe remain very sorry that our customer is dealing with this concern and if we could have offered a repair on-site I assure our customer that we would haveAs a retailer we are unable to take ownership for concerns that are present from accumulated use within the home Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison