Good Afternoon BBB- We are very sorry for any confusion or... miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s. I see that this purchase was delivered on 8.9.16 and at the time of purchase, the customer purchased the option of Goof Proof Plus. This warranty has two aspects. Through Bob’s this customer is covered for a period of five years for manufacturing defects. Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area. The other side of this warranty is through a third party company, [redacted] . [redacted] covers the merchandise for accidental damages. Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise. The customer submitted a claim to [redacted] for concerns unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for concerns three times since delivery. As a one time courtesy to ensure the safety all members of the family, we will offer this customer a reselection for the Charisma set currently in home. If the customer would like to accept this offer, please reply through the BBB, we will then create the paperwork to enable the reselection. We will credit for the GPP plan and we will waive a new delivery fee. The customer will have sixty days from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma set when the new merchandise is delivered. Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Calibri">We sincerely apologize for the inconvenience and the frustration that has been caused to our customer from multiple exchanges and product disappointments I have placed two options for resolution below and ask that the customer respond to us thru this Revdex.com channel in writing as to what option they would like to have processed to resolve their concern Should the customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ ( days) these options will no longer be considered active offers for resolution Option #1: We will remove the current ‘ [redacted] ’ sectional ( [redacted] ) from the customer’s home and provide a monetary refund for the amount the customer paid on the sectional, [redacted] ***, sales tax, and delivery Should the customer accept this option we will contact the customer to schedule a pick up of the merchandise and the monetary refund will be processed back to the customer after the merchandise has been returned to our warehouse -Or- Option #2: We will issue the customer’s original method of payment a monetary refund for the [redacted] *** ($99.99) and a 30% discount off the purchase price of the merchandise ($239.70)Should the customer accept this option there will be no continued warranty coverage on the merchandise or responsibility for repair/replacement thru Bobs Discount FurnitureThe customer will be agreeing to keep the merchandise as is We look forward to hearing back from the customer via this Revdex.com channel so that we can help them move forward and resolve their concern
Good Afternoon Revdex.com, Responding to Bobs FurnitureThe only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they areBobs is not doing me a favor by making me a offer on a bedThe only reason why we received all the pieces is because I would not stop callingImagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! is not enoughI would love to speak to the CEO about this issue He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't As I stated beforeThis isn't an issue I am letting goI tried to be nice and gave them numerous chancesLook at the times I called and how many times I did Bobs, do something right! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Hello, I have several issues with the response from Bob's, mostly because they have stopped communicating with me1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed In addition, the drawers are difficult to open The Service team was a no-show and since I have already missed days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed3) The cash compensation offered for the bunk bed is approximately 1/of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue I have not been able to receive a response on any compensation for the Queen Bed issue4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer Sincerely, [redacted]
Good Evening [redacted] , I am very sorry to hear that you are so disappointment in the overall performance of your product purchased through Bobs Discount Furniture I also apologize that you never received the follow up you were promised and have been waiting so long for this issue to be resolvedI assure you that Bobs Discount Furniture cares very much for each of our customers, no matter what year they purchased their furniture in Our records indicate that you picked this sectional up in September of and first reported this concern to us in January of Bobs Discount Furniture offers living room products in bonded leather and 100% top grain leather everywhere the body touchesBonded leather is a real leather product that is adhered to a backing comprised of a different material Depending on the amount of use a bonded leather product is receiving it is considered after several years for the leather to start separating from its backingBody heat from use causes expansion within the two different components and these materials start to separate from one anotherThe high traffic areas of the product such as the seats, inside back, and arms will show the most wear initially when expansion starts to become presentThe time of sale is a very exciting time for not only you, but also for your sales person I know our intention was never to mislead you and as Bobs is a company takes pride in being honest and transparent with our customers I assure you, you were sold a leather set Please know that I do have a vested interest in helping you resolve your concern in any way that I am able toCan you please respond to me with the pictures of the set you have indicated that you previously sent to us? I have looked through our photo box records and I am unable to locate these photosCan you also confirm with me if you still currently have this set in your possession? Again, please know that we do care about your concern and after reviewing your photos with my Service Manager I can respond back to you with what, if any, resolution we may have to offer you relating to this concern Thank you for your time [redacted] and I do hope to hear back from you soon so I can get to work on trying to help you resolve your concern and restore your faith in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, We apologize to our customer for any and all inconveniences she has endured during this furniture purchaseI have spoken to our customer today (10.29.2014) and scheduled the delivery of her merchandise for
Good Morning Revdex.com, Please pass on our apologies for the frustration that our customer has experienced as a result of our errorsIn most cases our customer is required to sign a sheet when picking up merchandise that discloses that they have inspected all merchandise and agree to accepting the merchandise they are taking with them in the condition its inWe made a very large exception for this individual by offering to deliver the new product at no cost to them and we are very sorry that the rug did not arrive as we had planned it to, it was never our intention to let our customer down again as we were clearly working above policy to correct the original disappointmentWe further apologize for any product concern the customer is now reporting on the table As a furniture retailer and not a manufacturer our ability to deliver the product is first and foremost associated with its availability from the manufacturer and their shipment to our distribution centersWith the operation of an online store as well as over retail locations it is entirely plausible that our stock has depleted since the customer’s order date of Our records indicate that we are working to correct our failures and have a scheduled even exchange of the rug slated for (a Saturday)While I understand the customer’s perception of their order not being viewed as a priority I must convey that their perception is completely inaccurate as we normally do not offer exchanges to be completed on a Saturday or the service of delivery at no cost In response to the customer’s report of the damaged table I have arranged to have an even exchange of this item completedWe do not have any remaining stock of this coffee table to supply the replacement until on or after As this date is a Saturday and these days in particular fill up very fast I have scheduled the customer for so that they can secure that date should they want it for the table exchangeIf the customer does not agree to that date for the table exchange then they are welcome to contact us at Customer Care (###-###-####) or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015) Should the customer still be seeking a compensation from us we will discuss what options may be available to them after we have fully rectified the concerns with their sales orderWe look forward to earning our customer’s complete satisfaction on 12.12.2015/and apologize again for the aggravation we have caused our customer to experience overall Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise We had our technician to the home and he reported that while he did see damages, they were not manufacturing in nature He reported that the customer advised that they had thrown pieces away If these damages were the result of a single accident that occurred less then days ago, the customer can submit a claim to [redacted] We have advised the customer they can purchase parts That is the only option we are able to offer on non-manufacturing damage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, We sincerely apologize to this customer We do believe waiting months for a part is unacceptable We have reached out to the customer already and offered to exchange the damaged chair, that is scheduled for Wednesday We encourage the customer to advise if there are any other issues Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, I have reached out to this customer directly by email tonight (3.20.2014) to provide her with some options for resolution Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are sorry if the customer is not fully aware of the warranty they purchased We would expect that in purchasing a protection plan every customer would take the time to read the plan details This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise We are able to view this customer’s denial reason The damage was reported to [redacted] as- How Occurred: customer stated she was moving the furniture out of the living room and when pushing it through the door way the armrest got caught and it ripped and they continued to push it through and the other armrest got caught and ripped All calls to [redacted] are recorded, if this customer is disputing what is reported above we can request a review of this call If the customer agrees that it was correctly represented, then this is customer caused damage If the customer was aware they were damaging the piece, and continued in the action, then that is willful neglect and would not be covered This would not be an accident Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Roman" size="3"> Good Afternoon Revdex.com, I apologize that the customer is experiencing any disappointment with the terms and conditions of their protection plan however I am unable to proceed further without seeing the pictures that are referenced in this posting The customer’s account shows that one of one of our Goof Proof Liaisons has already responded to the customer’s concern directly (via email on 12.02.2015) advising why we are unable to provide recourse to this request & providing a copy of the [redacted] Terms and Conditions associated with the accidental protectionIf the customer would like to have the pictures reviewed another time (and within this mediation channel) please ask them to submit the photos in reference within their next response to us Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaisons
Good Afternoon [redacted] , I am very sorry to learn of your disappointment with the product you received from usNew wood furniture does bring a “new wood smell” with itMany consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during productionI am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase): REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up I am perplexed as to where you are locating any information about a ‘day’ or ’day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of your account indicates that we created a ‘reselection credit’ for you At this time your concern is being addressed above and beyond our expressed policiesWe stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a partial refund of the delivery fees ($plus tax) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
face="Calibri">Good Afternoon Revdex.com, Please pass on our sincerest apologies for the disappointment this customer is experiencing with their Goof Proof Plan purchased in On the date the customer purchased this merchandise our company offered the ‘Goof Proof Plan’ which offers years accidental protection against a variety of occurrences that can cause damage to the furnitureThe consumer has outlined within their attachment the reasons this third party company is denying their claimThe sales flyer we provided at the time of sale for this plan indicates that ‘breakage of wood’ is covered however it is displayed in several places (top and bottom of the right side facing) that the coverage is for accidental damagesThe bottom of the sheet advises that ‘Accidental Coverages are from a single incident’ therefore the customer not reporting an accidental incident means that the coverage from this purchased plan does not applyThe plan has not failed this consumer as the guidelines for coverage are not being honored As clearly depicted on the copy of the sales invoice the customer provided, we expressed at this time of the sale that Bobs Discount Furniture guaranteed the merchandise to be free from any manufacturing defects for a period of one year from the date of delivery or pick upThe customer had this delivered on so any coverage directly thru Bobs expired on The first report of concern for this was reported to us on meaning that the customer was already outside of their warranty thru Bobs for nearly an entire yearNo reports of concern were made to us within their actual warranty period As a courtesy we sent a factory trained technician out to the customer’s residence (at no charge to the customer) to see if we were able to make a repairThis option placed our customer’s needs beyond the needs of our business and the fact of the coverage directly thru Bobs being void for an already good chunk of timeRegretfully when our technician arrived to the home (his report depicts that there was a baby sitter in the home to accept service appointment) he found that the legs and footboard were crackedHe also reported that the post is loose due to insert out of the leg and this concern was non-repairable As a business it is reasonable for us to gage by this report that hardware that was originally there has gone missing from the product causing overall destruction to the frame and footboardOur factory trained technician found no defect in workmanship of the product present, this fact combined with the remaining truth that the customer has no coverage remaining thru Bobs directly regretfully leaves us with no further options for resolution While we remain very sorry that this concern is unrepairable, the customer is outside of the expressed coverage guidelines we set forth at the time of purchase (see customer’s attachment), and that the claim has been denied due to lack of accidental report thru the protection plan (Guardian) we are unable to offer any further recourse for this concern Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good afternoon, I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S [redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signedSo I will be following up with that information so other customers do not have to go through this difficult situation 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, [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 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 like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in days!!! Pretty funny how fast they responded after you were involved, thanks again!!! Sincerely, *** [redacted]
Good Morning Revdex.com, I have reached out to this customer on the daytime phone number provided in this complaintI have left my direct number, ###-###-#### on her machine and asked that she contact me back so I can be available to assist her directly Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon BBB- We are very sorry for any confusion or... miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s. I see that this purchase was delivered on 8.9.16 and at the time of purchase, the customer purchased the option of Goof Proof Plus. This warranty has two aspects. Through Bob’s this customer is covered for a period of five years for manufacturing defects. Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area. The other side of this warranty is through a third party company, [redacted] . [redacted] covers the merchandise for accidental damages. Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise. The customer submitted a claim to [redacted] for concerns unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for concerns three times since delivery. As a one time courtesy to ensure the safety all members of the family, we will offer this customer a reselection for the Charisma set currently in home. If the customer would like to accept this offer, please reply through the BBB, we will then create the paperwork to enable the reselection. We will credit for the GPP plan and we will waive a new delivery fee. The customer will have sixty days from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma set when the new merchandise is delivered. Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, face="Calibri">We sincerely apologize for the inconvenience and the frustration that has been caused to our customer from multiple exchanges and product disappointments I have placed two options for resolution below and ask that the customer respond to us thru this Revdex.com channel in writing as to what option they would like to have processed to resolve their concern Should the customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ ( days) these options will no longer be considered active offers for resolution Option #1: We will remove the current ‘ [redacted] ’ sectional ( [redacted] ) from the customer’s home and provide a monetary refund for the amount the customer paid on the sectional, [redacted] ***, sales tax, and delivery Should the customer accept this option we will contact the customer to schedule a pick up of the merchandise and the monetary refund will be processed back to the customer after the merchandise has been returned to our warehouse -Or- Option #2: We will issue the customer’s original method of payment a monetary refund for the [redacted] *** ($99.99) and a 30% discount off the purchase price of the merchandise ($239.70)Should the customer accept this option there will be no continued warranty coverage on the merchandise or responsibility for repair/replacement thru Bobs Discount FurnitureThe customer will be agreeing to keep the merchandise as is We look forward to hearing back from the customer via this Revdex.com channel so that we can help them move forward and resolve their concern
Good Afternoon Revdex.com, Responding to Bobs FurnitureThe only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they areBobs is not doing me a favor by making me a offer on a bedThe only reason why we received all the pieces is because I would not stop callingImagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! is not enoughI would love to speak to the CEO about this issue He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't As I stated beforeThis isn't an issue I am letting goI tried to be nice and gave them numerous chancesLook at the times I called and how many times I did Bobs, do something right! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Hello, I have several issues with the response from Bob's, mostly because they have stopped communicating with me1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed In addition, the drawers are difficult to open The Service team was a no-show and since I have already missed days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed3) The cash compensation offered for the bunk bed is approximately 1/of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue I have not been able to receive a response on any compensation for the Queen Bed issue4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer Sincerely, [redacted]
Good Evening [redacted] , I am very sorry to hear that you are so disappointment in the overall performance of your product purchased through Bobs Discount Furniture I also apologize that you never received the follow up you were promised and have been waiting so long for this issue to be resolvedI assure you that Bobs Discount Furniture cares very much for each of our customers, no matter what year they purchased their furniture in Our records indicate that you picked this sectional up in September of and first reported this concern to us in January of Bobs Discount Furniture offers living room products in bonded leather and 100% top grain leather everywhere the body touchesBonded leather is a real leather product that is adhered to a backing comprised of a different material Depending on the amount of use a bonded leather product is receiving it is considered after several years for the leather to start separating from its backingBody heat from use causes expansion within the two different components and these materials start to separate from one anotherThe high traffic areas of the product such as the seats, inside back, and arms will show the most wear initially when expansion starts to become presentThe time of sale is a very exciting time for not only you, but also for your sales person I know our intention was never to mislead you and as Bobs is a company takes pride in being honest and transparent with our customers I assure you, you were sold a leather set Please know that I do have a vested interest in helping you resolve your concern in any way that I am able toCan you please respond to me with the pictures of the set you have indicated that you previously sent to us? I have looked through our photo box records and I am unable to locate these photosCan you also confirm with me if you still currently have this set in your possession? Again, please know that we do care about your concern and after reviewing your photos with my Service Manager I can respond back to you with what, if any, resolution we may have to offer you relating to this concern Thank you for your time [redacted] and I do hope to hear back from you soon so I can get to work on trying to help you resolve your concern and restore your faith in our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, We apologize to our customer for any and all inconveniences she has endured during this furniture purchaseI have spoken to our customer today (10.29.2014) and scheduled the delivery of her merchandise for
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our apologies for the frustration that our customer has experienced as a result of our errorsIn most cases our customer is required to sign a sheet when picking up merchandise that discloses that they have inspected all merchandise and agree to accepting the merchandise they are taking with them in the condition its inWe made a very large exception for this individual by offering to deliver the new product at no cost to them and we are very sorry that the rug did not arrive as we had planned it to, it was never our intention to let our customer down again as we were clearly working above policy to correct the original disappointmentWe further apologize for any product concern the customer is now reporting on the table As a furniture retailer and not a manufacturer our ability to deliver the product is first and foremost associated with its availability from the manufacturer and their shipment to our distribution centersWith the operation of an online store as well as over retail locations it is entirely plausible that our stock has depleted since the customer’s order date of Our records indicate that we are working to correct our failures and have a scheduled even exchange of the rug slated for (a Saturday)While I understand the customer’s perception of their order not being viewed as a priority I must convey that their perception is completely inaccurate as we normally do not offer exchanges to be completed on a Saturday or the service of delivery at no cost In response to the customer’s report of the damaged table I have arranged to have an even exchange of this item completedWe do not have any remaining stock of this coffee table to supply the replacement until on or after As this date is a Saturday and these days in particular fill up very fast I have scheduled the customer for so that they can secure that date should they want it for the table exchangeIf the customer does not agree to that date for the table exchange then they are welcome to contact us at Customer Care (###-###-####) or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015) Should the customer still be seeking a compensation from us we will discuss what options may be available to them after we have fully rectified the concerns with their sales orderWe look forward to earning our customer’s complete satisfaction on 12.12.2015/and apologize again for the aggravation we have caused our customer to experience overall Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise We had our technician to the home and he reported that while he did see damages, they were not manufacturing in nature He reported that the customer advised that they had thrown pieces away If these damages were the result of a single accident that occurred less then days ago, the customer can submit a claim to [redacted] We have advised the customer they can purchase parts That is the only option we are able to offer on non-manufacturing damage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, We sincerely apologize to this customer We do believe waiting months for a part is unacceptable We have reached out to the customer already and offered to exchange the damaged chair, that is scheduled for Wednesday We encourage the customer to advise if there are any other issues Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening Revdex.com, I have reached out to this customer directly by email tonight (3.20.2014) to provide her with some options for resolution Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are sorry if the customer is not fully aware of the warranty they purchased We would expect that in purchasing a protection plan every customer would take the time to read the plan details This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise We are able to view this customer’s denial reason The damage was reported to [redacted] as- How Occurred: customer stated she was moving the furniture out of the living room and when pushing it through the door way the armrest got caught and it ripped and they continued to push it through and the other armrest got caught and ripped All calls to [redacted] are recorded, if this customer is disputing what is reported above we can request a review of this call If the customer agrees that it was correctly represented, then this is customer caused damage If the customer was aware they were damaging the piece, and continued in the action, then that is willful neglect and would not be covered This would not be an accident Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Roman" size="3"> Good Afternoon Revdex.com, I apologize that the customer is experiencing any disappointment with the terms and conditions of their protection plan however I am unable to proceed further without seeing the pictures that are referenced in this posting The customer’s account shows that one of one of our Goof Proof Liaisons has already responded to the customer’s concern directly (via email on 12.02.2015) advising why we are unable to provide recourse to this request & providing a copy of the [redacted] Terms and Conditions associated with the accidental protectionIf the customer would like to have the pictures reviewed another time (and within this mediation channel) please ask them to submit the photos in reference within their next response to us Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaisons
Good Afternoon [redacted] , I am very sorry to learn of your disappointment with the product you received from usNew wood furniture does bring a “new wood smell” with itMany consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during productionI am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase): REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up I am perplexed as to where you are locating any information about a ‘day’ or ’day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of your account indicates that we created a ‘reselection credit’ for you At this time your concern is being addressed above and beyond our expressed policiesWe stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a partial refund of the delivery fees ($plus tax) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
face="Calibri">Good Afternoon Revdex.com, Please pass on our sincerest apologies for the disappointment this customer is experiencing with their Goof Proof Plan purchased in On the date the customer purchased this merchandise our company offered the ‘Goof Proof Plan’ which offers years accidental protection against a variety of occurrences that can cause damage to the furnitureThe consumer has outlined within their attachment the reasons this third party company is denying their claimThe sales flyer we provided at the time of sale for this plan indicates that ‘breakage of wood’ is covered however it is displayed in several places (top and bottom of the right side facing) that the coverage is for accidental damagesThe bottom of the sheet advises that ‘Accidental Coverages are from a single incident’ therefore the customer not reporting an accidental incident means that the coverage from this purchased plan does not applyThe plan has not failed this consumer as the guidelines for coverage are not being honored As clearly depicted on the copy of the sales invoice the customer provided, we expressed at this time of the sale that Bobs Discount Furniture guaranteed the merchandise to be free from any manufacturing defects for a period of one year from the date of delivery or pick upThe customer had this delivered on so any coverage directly thru Bobs expired on The first report of concern for this was reported to us on meaning that the customer was already outside of their warranty thru Bobs for nearly an entire yearNo reports of concern were made to us within their actual warranty period As a courtesy we sent a factory trained technician out to the customer’s residence (at no charge to the customer) to see if we were able to make a repairThis option placed our customer’s needs beyond the needs of our business and the fact of the coverage directly thru Bobs being void for an already good chunk of timeRegretfully when our technician arrived to the home (his report depicts that there was a baby sitter in the home to accept service appointment) he found that the legs and footboard were crackedHe also reported that the post is loose due to insert out of the leg and this concern was non-repairable As a business it is reasonable for us to gage by this report that hardware that was originally there has gone missing from the product causing overall destruction to the frame and footboardOur factory trained technician found no defect in workmanship of the product present, this fact combined with the remaining truth that the customer has no coverage remaining thru Bobs directly regretfully leaves us with no further options for resolution While we remain very sorry that this concern is unrepairable, the customer is outside of the expressed coverage guidelines we set forth at the time of purchase (see customer’s attachment), and that the claim has been denied due to lack of accidental report thru the protection plan (Guardian) we are unable to offer any further recourse for this concern Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good afternoon, I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S [redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signedSo I will be following up with that information so other customers do not have to go through this difficult situation 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, [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 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 like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in days!!! Pretty funny how fast they responded after you were involved, thanks again!!! Sincerely, *** [redacted]
Good Morning Revdex.com, I have reached out to this customer on the daytime phone number provided in this complaintI have left my direct number, ###-###-#### on her machine and asked that she contact me back so I can be available to assist her directly Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison