Good Afternoon Revdex.com, We are sincerely sorry that this customer is having this issue using the [redacted] *** We have been in contact with this customer’s husband who has been offered and accepted a refund of the protection plan We do understand that this refund is not necessarily the option that the customer was seeking We are not able as a business to force another business to change their terms and conditions to include this particular damage This refund has already been created for the cost paid for the [redacted] *** The customer has the option of calling the store to have this credited to the original method of payment used or they can use this towards replacing the table In addition to this refund I will issue a gift card for this customer in the amount of $ Please consider this a token of our apologies for this issue This will be set up as an ECard and the customer should receive this in 3-business days to the email address on this Revdex.com complaint Kindest Regards, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answerWith all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furnitureThe Bobs representative response stated otherwise and that is not accurateYes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etcHowever, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with thatThe canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative statedHowever the canine did find bed bug evidence in one place which was the bed frameRegardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was foundRegardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware Sincerely, [redacted]
size="3">Good Afternoon [redacted] , How embarrassing it is to read about your terrible experience with usI am truly sorry for the lack of care that was applied to your concern and we thank you for escalating your complaint so that we can address the experience you had within our staffI find it equally appalling that you were denied a Saturday delivery, while some of the Saturdays in the month may be booked in advance (we do only have a limited amount of trucks available that can fill approx4,stops a day) it really shocks me that no Saturdays were available at all Even more embarrassing is the fact that when reviewing your refund paperwork it doesn’t look like your card number was entered properlyTherefore there is no refund on its way to your original payment method at this time If you would like to provide us with an opportunity to make our failures right by keeping your purchase with us then we will most certainly reimburse your delivery fee once the delivery has been accepted to your satisfaction Should you feel that a cancelation for a refund is in your best interest at this time, I do understand your reasons why and would like to process this transaction for you directly so that there are no other concerns of inconvenience to youMy direct phone number is ###-###-####; please feel welcome to respond to me directly or via this Revdex.com channel you have initiated Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] We absolutely apologize that you are having issues with your mattress We have recently changed our policy on mattresses and staining It was in the past very black and white, if there was a stain, warranty was voided We do now honor the warranty if the stain did not cause the defect There are cases where a spill on the mattress breaks down the mattress material causing dips or pockets Due to the change in the policy I would ask that your submit photos to me, either through the Revdex.com mediation process or the photos can be sent directly to my email [redacted] *If the technician deems the defect is not caused by the stain the Factory warranty is not affected[redacted] *If the technician deems the defect is caused by stain the Factory warranty is voided [redacted] To move forward please understand that we require a minimum of four (3) pictures (in color) for each item that is an issueI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Mattress: - Picture that clearly shows the entire facing surface of the mattress, this way I can clearly see if the stains might have caused the depressions - Picture that clearly shows the damage at close range -Picture that clearly shows the damage at a distance showing the depressions, if you put a broom or mop across the mattress, I can get an idea of how deep the depressions are We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Please provide this customer with my sincerest apologies as it is clear that she has been trying her best to work with us and we have not been providing her the same courtesy in helping to resolve her concerns Goof Proof is an extremely valuable protection plan when used within the appropriate coverage guidelinesRegretfully Goof Proof does not offer coverage for fading marble as fading, etching, and soiling over time are all considered wear and tear for this type of productThese facts combined with the multiple rings on the table are being viewed as ‘accumulation of damage’ by [redacted] and this is common reason our customers receive denials to their protection claims We are very sorry that this customer has been experiencing such stress and truthfully after reading this complaint I am embarrassed by the lack of care she has received from our Customer Care Department as a wholeThis is not the way we conduct our business as we strive to represent core values such as integrity and responsibility every day Please let this customer know that we can offer to place a credit in our system for 80% of what this customer paid for her tableOnce this credit is in our system the customer can return to our showroom and pick a different table out or pay the remaining 20% to receive the same table she has in her homeWe will pick up the damaged table and bring her new table on the same date if the customer is willing to pay a new delivery fee for her new table Please respond to me with this customer’s acceptance or denial of this resolution as I am eager to assist her in resolving her concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us With cyber crime and identity theft at a all time high, we have to take steps to protect our customers This customer placed an order through the online system and entered an incorrect billing address on the credit card used That triggered the credit card company to hold The orders, both, have been canceled and the monies refunded to the credit card used We are sorry; this customer has no pending order with us If they would like to place an order, due to the previous issues, it would have to be done in person, in any one of our storesAs we do have stores in [redacted] , we hope that the customer will be able to Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their purchase 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 find no matching account 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 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
Roman" size="3"> Good Morning Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolutionShould the customer wish to accept this offer they are able to go to the store when it is convenient and choose something else As with the dresser and the chair that the customer has had delivered and decided to reselect on, there would be a new delivery fee applied to the new merchandise This credit is active now and will be active for days Please see attached copy As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Good afternoon, I am rejecting this because yes they did contact me via email, however did nothing to rectify the situation other then offer to call me when the same table comes into their pit location in the furtureVery poor service Sincerely, [redacted]
Good Afternoon Mrs [redacted] ,I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaintPlease forward the identifying account information i.eorder number, customer master or name and telephone number associated with the orderI will then research your account and follow up with you.Thank you, [redacted] **
Wow, what can I say about my experience with your companyThe sales person was very helpful and niceSpent some money on a dining room set, even purchased to warranty which put me over $My husband asked if they did a Military discount they said they should but NOSo off we go homeReally made my day finally found the table set I wanted and been searching for months forGreatOkay here comes my BEEF with your companyIt was delivered the day before Thanksgiving and my 40" x 72" table is crackedI called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnectedCalled back again same thingNow I'm boiling mad by this timeCalled back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and numberI told her NO I'LL WAITShe told me NOI said then I'll be at your store in minutes and I'm sure you wouldn't want me thereShe put me on hold and the Manager came onTold him my issue with my broken cracked table he took my name and numberHe had customer support call me backI was informed that another table top could not be delivered till after the HolidaysTHIS DOESN'T HELP ME FOR MY HOLIDAY DINNERI asked them to come back and pick everything up they told me I could not get a refund it in the paper workSo people beware of this when or if you want to buy something at Bob's THANKS BOB'S FOR RUINING MY THANKSGIVING
I purchased a reclining sofa set from Bobs, I was told that I should purchase the [redacted] and if anything happened to the FURNITURE for the next years, it would be repaired, if it couldn't be repaired it would be replaced, WELL the springs fell out of my love seat, I was told that it wasn't covered by [redacted] because I didn't know how it happened, I was told by Bobs that it couldn't be fixed nor replaced, DO NOT BUT FURNITURE FROM THIS STORE, IT IS VERY CHEAP AND WILL NOT LAST, THEY WILL NOT REPLACE YOUR ITEMS IF IT BREAKS, I ONLY HAD THE FURNITURE FOR A YEAR BEFORE IT FELL APART, I paid $1,for the set and an extra $I believe for the goof proof, JUST OF WASTE OF MY MONEY, I WISHED I WOULD HAVE LISTEN TO OTHER REVIEWERS, DON'T MAKE THE SAME MISTAKE I MADE, I WILL NEVER EVER PURCHASE FROM BOBS DISCOUNT FURNITURE AGAINIF YOU'RE READING MY REVIEW, PLEASE TAKE HEED SHAME ON THEM
Very disappointed in furniture and lack of communication I purchased a love seat with console and a sofaThe sofa had staples sticking out of the back and the love seat had scuff marks and a tear in the fabricOk, no problem, they said they would replace both piecesUpon our second delivery, their was confusion as to how many pieces were going to be returned and exchanged(they only had the sofa and no love seat!) Then the delivery man didn't even want to bring in the new sofa because it was already damagedOKnow this is getting annoying, but again, I schedule another deliveryToday, 3rd time trying to deliver our new furniture and again confusion about both pieces being exchangedPaper work only said sofa and not the love seatDelivery man asked to use my phone, called wherever and said ok, I'm all set, he has both pieces in truckNow I'm like, ok ....fewSo both pieces are exchange and I take a look at them I couldn't believe what I sawThe love seat had a tear in the back with staples sticking outI paid over $for these two pieces of furnitureAnd to me, no matter what I paid for them, its supposed to be brand new furnitureI don't expect to have a tear or staples coming throughI thought the 'discount' in Bob's furniture was the price, however I'm starting to second guess that the 'discount' is the product itself
Complaint: [redacted] I am rejecting this response because: I am rejecting their response because I do not wish to work with them anymoreThe product they sold me is clearly defectiveThey were supposed to replace a part of the couch back in JanuaryI still have yet to receive this partThey never called to tell me the part was delayI had to figure this out myself Since my initial claim more of the couch has fallen apartI have reported this and still have no solutionI don't feel like I am asking for a lotI am only asking for the money I worked for backI do not want anymore products from Bob furniture store in my houseI do not want to work with them anymoreI'm done with themI will take my money elsewhere Sincerely, [redacted] ***
Good Morning BBB, I apologize that our customer feels he was provided with such a terrible experience. I assure him that it was not the intention of our delivery team to attempt to extort him as he alleges. Our delivery teams are professionally trained to recognize when a delivery obstacle could harm the furniture and the residence. We do not want to cause our customer the inconvenience of having to deal with a property claim or a re-delivery because we stressed the item by fitting into a space that we were unconfident with. I believe our delivery driver was only trying to help our customer using a creative option that he had available to him via an outside service. Had we been made aware that the customer still expected us to assemble this merchandise after our team left his home we absolutely would have scheduled a different delivery team to his home to make this assembly, we apologize again that our customer was inconvenienced at all. We did make our initial delivery failure right by re-delivering the customers merchandise on 5.03.2014. I can certainly understand the confusion most of our customers seem to have with the ‘All Day Delivery Service’ we run at Bobs Discount Furniture and I assure [redacted] that we do everything in our power to make our customer’s aware of this service. This information is clearly listed within our trifold and listed on the sales invoice that is provided at the time of sale. Our customer’s receive three hour estimated windows of when we expect our team to arrive and we also give our customers the information that there are many events on the road that are beyond our control. These events can cause our delivery teams or technician’s to arrive outside of the estimated window. We are a company built on honesty and transparency and also cite that our timeframes our never a guarantee in the literature we provide our customers at the time of sale. We also offer an online delivery tracker that our customer’s can use on their own to help narrow down the arrival of a technician or driver. In the event that we were able to honor our customer’s request for a certain estimated window, it is never possible to guarantee the arrival of a team or technician due to what may happen to that vehicle or employee while on the road. Please know that on average we arrive within our estimated window and do not seek to inconvenience our customers, we genuinely believe in providing our customers with honest answers. In regards to the “damage” the customer cites is present on the merchandise, our records reflect that the damage is a one inch scratch on the leg of the item. Bobs Discount Furniture showed our care for the customer and this damage by offering to repair this one inch scratch. [redacted] ’s account indicates that when we arrived to his home to service this on 5.14.2014 he was not home. His account further notes that he is refusing to accept our service because he requires a morning time frame and due to our geographically routed services we haven’t been able to accommodate his request. If [redacted] would prefer we can order him a replacement leg instead of providing him a service where he has to wait on a technician to arrive. The customer can install the leg himself and I feel this is a good option to offer as the customer has told us he doesn’t have time to wait for a technician to come to his home. The part order would take anywhere from 5-30 business days to arrive to his residence and should he prefer this route instead we just ask that he make us aware. I find it odd that our customer alleges ‘***’ as an unhelpful agent because our records indicate that ‘***’ went out of his way to try and get the customer added on to a date that was already closed for delivery (the very next day to be exact) and when our routing department denied this add on request the customer demanded to speak with ‘***’ only on 4.17.2014. [redacted] refused to work with ‘***’ who was attempting to assist him on 4.17.2014 and ‘***’ actually called [redacted] back on that same day as he requested. If [redacted] would like I can certainly make time to review the calls that transpired between [redacted] , ***, and [redacted] but I maintain strong confidence that his request to speak with Bob was met with an appropriate answer along the lines of “Bob is the face of our company and we are put in our positions to handle these claims and any concerns our customers may have”. ***’s notes point out that he did make [redacted] aware that we could discuss compensation as a further form of apology once his merchandise concerns were completely resolved. It is always our goal to provide our customer’s with the original promise we made to them, which is the merchandise they purchased in its expected condition. We do not find discussing compensations relative until we have successfully satisfied our customer’s main concern. I do realize and acknowledge that [redacted] has escalated his concern to this level for a reason and I am happy to work above and beyond our normal policies and offer [redacted] a Bobs Discount Furniture Gift Card in the amount he paid us for his delivery fee. If [redacted] would like to accept this offer for compensation please ask that he make us aware through this channel or by calling us at ###-###-#### (6:30am – 8:00pm/ Monday –Saturday). We humbly ask all our customer’s for the opportunity to earn their trust back in our business when they feel we have failed them, we do not offer gift cards as compensation because we seek to force another sale. This gift card will never expire and can be used to purchase a variety of cash and carry items should [redacted] not be comfortable I apologize to [redacted] for any frustrations he has had to endure during this process and look forward to helping him resolve his concerns. Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and un- honored agreements have caused to our customerWe can certainly understand the customer’s frustration with us and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concerns and delivered the customer the merchandise expected in good condition In researching this customer’s account I see that we have already taken major steps beyond our policies to address our failures and compensation requests with this individual directlyWorking beyond a structure that is set in place for all customers alike is a retailer’s way of adequately accommodating a customer who we have clearly taken responsibility for disappointing Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I think you are in haze to close the matter so you didn’t read my post properlyDid you hear the conversation with customer service representative? [redacted] It is humiliating experienceI would prefer proper answer to all my question rather than a brief response Question 1) Anything we purchase today has minimum to days return policyWhy you do not have refund policy on products you deliverWhy you are exception to this policy when the cost of the item you sell goes in thousands of dollarsThis gives impression that you don’t trust your product qualityOnce product reaches customer, you are sure that he is not going to like itEven If we buy $40K car today, it has days return policySo why your $2k to $3k sofa doesn’t have return policy Question 2) Why your customer service representatives were telling during the call that customer has only days to report any delivery damageThey mentioned it is written in the receipt we have signedWhen we asked them where it is written, they were not able to show it Question 3) We didn’t observe any issue in the sofa that we saw in store that was on displayWe didn’t observe the space in that sofa between seat and armrestWe didn’t observe the sagging in arm rest that your technician observed in the piece we haveAre you telling that customer has to keep the piece that was delivered even if he didn’t like something in it as compared to one he saw in store just because you are able to tag that defect as “Within Manufacturing standard”And he has to keep it because you have no refund policy? Question 4) Why you don’t present “Manufacturing standard limits” to customer when he is ordering the productsSo he can make better informed choice rather than getting cheated after the delivery Question 5) You are constantly arguing that the sofa you delivered didn’t had any defect we want individual answers to all questions a) Do you have any pictures taken before delivery of sofa to prove that delivered piece didn’t have any defect?b) Did the delivery people showed sofa upside down during delivery to show there was no damage? c) Your technician mentioned that Leg got cracked because we moved sofaWe have carpeted floorIs your sofa leg so delicate that it would crack if we move it in carpet? Question 6) You are not able to deliver me a sofa without any defect after deliveries Give me individual answers: a) What assurance can you give me that next sofa that you will be without any defect/damages? b) Why should we be paying delivery charges for you to deliver me a defective piece? Sincerely, [redacted]
Good Afternoon Revdex.com, I have reached out to [redacted] on the daytime phone number he provided today (7.28.2014)I have left a message asking that he call me back I apologize for any failures on our end that caused this much inconvenience to our valued customer and I look forward to speaking with [redacted] when he returns my message Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Ordered a queen size bedroom set and a mattressOn day of delivery, the bedroom set was delivered but the mattress size was incorrectSpoke with Customer Service to have the situation noted and get re-delivery for the next dayIt took me to call three times to get an answerThey waited until the end of business hours to call me with an incorrect delivery time and then tell me, "Well, we can fit you in for a Saturday or next week Tuesday delivery." Not good enoughVery unprofessionalNot happy with their service at all
Good Afternoon Revdex.com, We are sincerely sorry that this customer is having this issue using the [redacted] *** We have been in contact with this customer’s husband who has been offered and accepted a refund of the protection plan We do understand that this refund is not necessarily the option that the customer was seeking We are not able as a business to force another business to change their terms and conditions to include this particular damage This refund has already been created for the cost paid for the [redacted] *** The customer has the option of calling the store to have this credited to the original method of payment used or they can use this towards replacing the table In addition to this refund I will issue a gift card for this customer in the amount of $ Please consider this a token of our apologies for this issue This will be set up as an ECard and the customer should receive this in 3-business days to the email address on this Revdex.com complaint Kindest Regards, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answerWith all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furnitureThe Bobs representative response stated otherwise and that is not accurateYes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etcHowever, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with thatThe canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative statedHowever the canine did find bed bug evidence in one place which was the bed frameRegardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was foundRegardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware Sincerely, [redacted]
size="3">Good Afternoon [redacted] , How embarrassing it is to read about your terrible experience with usI am truly sorry for the lack of care that was applied to your concern and we thank you for escalating your complaint so that we can address the experience you had within our staffI find it equally appalling that you were denied a Saturday delivery, while some of the Saturdays in the month may be booked in advance (we do only have a limited amount of trucks available that can fill approx4,stops a day) it really shocks me that no Saturdays were available at all Even more embarrassing is the fact that when reviewing your refund paperwork it doesn’t look like your card number was entered properlyTherefore there is no refund on its way to your original payment method at this time If you would like to provide us with an opportunity to make our failures right by keeping your purchase with us then we will most certainly reimburse your delivery fee once the delivery has been accepted to your satisfaction Should you feel that a cancelation for a refund is in your best interest at this time, I do understand your reasons why and would like to process this transaction for you directly so that there are no other concerns of inconvenience to youMy direct phone number is ###-###-####; please feel welcome to respond to me directly or via this Revdex.com channel you have initiated Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] We absolutely apologize that you are having issues with your mattress We have recently changed our policy on mattresses and staining It was in the past very black and white, if there was a stain, warranty was voided We do now honor the warranty if the stain did not cause the defect There are cases where a spill on the mattress breaks down the mattress material causing dips or pockets Due to the change in the policy I would ask that your submit photos to me, either through the Revdex.com mediation process or the photos can be sent directly to my email [redacted] *If the technician deems the defect is not caused by the stain the Factory warranty is not affected[redacted] *If the technician deems the defect is caused by stain the Factory warranty is voided [redacted] To move forward please understand that we require a minimum of four (3) pictures (in color) for each item that is an issueI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Mattress: - Picture that clearly shows the entire facing surface of the mattress, this way I can clearly see if the stains might have caused the depressions - Picture that clearly shows the damage at close range -Picture that clearly shows the damage at a distance showing the depressions, if you put a broom or mop across the mattress, I can get an idea of how deep the depressions are We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com, Please provide this customer with my sincerest apologies as it is clear that she has been trying her best to work with us and we have not been providing her the same courtesy in helping to resolve her concerns Goof Proof is an extremely valuable protection plan when used within the appropriate coverage guidelinesRegretfully Goof Proof does not offer coverage for fading marble as fading, etching, and soiling over time are all considered wear and tear for this type of productThese facts combined with the multiple rings on the table are being viewed as ‘accumulation of damage’ by [redacted] and this is common reason our customers receive denials to their protection claims We are very sorry that this customer has been experiencing such stress and truthfully after reading this complaint I am embarrassed by the lack of care she has received from our Customer Care Department as a wholeThis is not the way we conduct our business as we strive to represent core values such as integrity and responsibility every day Please let this customer know that we can offer to place a credit in our system for 80% of what this customer paid for her tableOnce this credit is in our system the customer can return to our showroom and pick a different table out or pay the remaining 20% to receive the same table she has in her homeWe will pick up the damaged table and bring her new table on the same date if the customer is willing to pay a new delivery fee for her new table Please respond to me with this customer’s acceptance or denial of this resolution as I am eager to assist her in resolving her concern Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us With cyber crime and identity theft at a all time high, we have to take steps to protect our customers This customer placed an order through the online system and entered an incorrect billing address on the credit card used That triggered the credit card company to hold The orders, both, have been canceled and the monies refunded to the credit card used We are sorry; this customer has no pending order with us If they would like to place an order, due to the previous issues, it would have to be done in person, in any one of our storesAs we do have stores in [redacted] , we hope that the customer will be able to Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their purchase 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 find no matching account 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 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
Roman" size="3"> Good Morning Revdex.com- In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolutionShould the customer wish to accept this offer they are able to go to the store when it is convenient and choose something else As with the dresser and the chair that the customer has had delivered and decided to reselect on, there would be a new delivery fee applied to the new merchandise This credit is active now and will be active for days Please see attached copy As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Good afternoon, I am rejecting this because yes they did contact me via email, however did nothing to rectify the situation other then offer to call me when the same table comes into their pit location in the furtureVery poor service Sincerely, [redacted]
Good Afternoon Mrs [redacted] ,I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaintPlease forward the identifying account information i.eorder number, customer master or name and telephone number associated with the orderI will then research your account and follow up with you.Thank you, [redacted] **
Wow, what can I say about my experience with your companyThe sales person was very helpful and niceSpent some money on a dining room set, even purchased to warranty which put me over $My husband asked if they did a Military discount they said they should but NOSo off we go homeReally made my day finally found the table set I wanted and been searching for months forGreatOkay here comes my BEEF with your companyIt was delivered the day before Thanksgiving and my 40" x 72" table is crackedI called the store The woman that answered said she was putting me through to customer support, well she didn't know how to work the phone correctly or she was just plain stupid, I was disconnectedCalled back again same thingNow I'm boiling mad by this timeCalled back again and asked to speak to a Manager if they had one, I was told He was TOO BUSY and for me to give my name and numberI told her NO I'LL WAITShe told me NOI said then I'll be at your store in minutes and I'm sure you wouldn't want me thereShe put me on hold and the Manager came onTold him my issue with my broken cracked table he took my name and numberHe had customer support call me backI was informed that another table top could not be delivered till after the HolidaysTHIS DOESN'T HELP ME FOR MY HOLIDAY DINNERI asked them to come back and pick everything up they told me I could not get a refund it in the paper workSo people beware of this when or if you want to buy something at Bob's THANKS BOB'S FOR RUINING MY THANKSGIVING
I purchased a reclining sofa set from Bobs, I was told that I should purchase the [redacted] and if anything happened to the FURNITURE for the next years, it would be repaired, if it couldn't be repaired it would be replaced, WELL the springs fell out of my love seat, I was told that it wasn't covered by [redacted] because I didn't know how it happened, I was told by Bobs that it couldn't be fixed nor replaced, DO NOT BUT FURNITURE FROM THIS STORE, IT IS VERY CHEAP AND WILL NOT LAST, THEY WILL NOT REPLACE YOUR ITEMS IF IT BREAKS, I ONLY HAD THE FURNITURE FOR A YEAR BEFORE IT FELL APART, I paid $1,for the set and an extra $I believe for the goof proof, JUST OF WASTE OF MY MONEY, I WISHED I WOULD HAVE LISTEN TO OTHER REVIEWERS, DON'T MAKE THE SAME MISTAKE I MADE, I WILL NEVER EVER PURCHASE FROM BOBS DISCOUNT FURNITURE AGAINIF YOU'RE READING MY REVIEW, PLEASE TAKE HEED SHAME ON THEM
Very disappointed in furniture and lack of communication I purchased a love seat with console and a sofaThe sofa had staples sticking out of the back and the love seat had scuff marks and a tear in the fabricOk, no problem, they said they would replace both piecesUpon our second delivery, their was confusion as to how many pieces were going to be returned and exchanged(they only had the sofa and no love seat!) Then the delivery man didn't even want to bring in the new sofa because it was already damagedOKnow this is getting annoying, but again, I schedule another deliveryToday, 3rd time trying to deliver our new furniture and again confusion about both pieces being exchangedPaper work only said sofa and not the love seatDelivery man asked to use my phone, called wherever and said ok, I'm all set, he has both pieces in truckNow I'm like, ok ....fewSo both pieces are exchange and I take a look at them I couldn't believe what I sawThe love seat had a tear in the back with staples sticking outI paid over $for these two pieces of furnitureAnd to me, no matter what I paid for them, its supposed to be brand new furnitureI don't expect to have a tear or staples coming throughI thought the 'discount' in Bob's furniture was the price, however I'm starting to second guess that the 'discount' is the product itself
Complaint: [redacted] I am rejecting this response because: I am rejecting their response because I do not wish to work with them anymoreThe product they sold me is clearly defectiveThey were supposed to replace a part of the couch back in JanuaryI still have yet to receive this partThey never called to tell me the part was delayI had to figure this out myself Since my initial claim more of the couch has fallen apartI have reported this and still have no solutionI don't feel like I am asking for a lotI am only asking for the money I worked for backI do not want anymore products from Bob furniture store in my houseI do not want to work with them anymoreI'm done with themI will take my money elsewhere Sincerely, [redacted] ***
Good Morning BBB, I apologize that our customer feels he was provided with such a terrible experience. I assure him that it was not the intention of our delivery team to attempt to extort him as he alleges. Our delivery teams are professionally trained to recognize when a delivery obstacle could harm the furniture and the residence. We do not want to cause our customer the inconvenience of having to deal with a property claim or a re-delivery because we stressed the item by fitting into a space that we were unconfident with. I believe our delivery driver was only trying to help our customer using a creative option that he had available to him via an outside service. Had we been made aware that the customer still expected us to assemble this merchandise after our team left his home we absolutely would have scheduled a different delivery team to his home to make this assembly, we apologize again that our customer was inconvenienced at all. We did make our initial delivery failure right by re-delivering the customers merchandise on 5.03.2014. I can certainly understand the confusion most of our customers seem to have with the ‘All Day Delivery Service’ we run at Bobs Discount Furniture and I assure [redacted] that we do everything in our power to make our customer’s aware of this service. This information is clearly listed within our trifold and listed on the sales invoice that is provided at the time of sale. Our customer’s receive three hour estimated windows of when we expect our team to arrive and we also give our customers the information that there are many events on the road that are beyond our control. These events can cause our delivery teams or technician’s to arrive outside of the estimated window. We are a company built on honesty and transparency and also cite that our timeframes our never a guarantee in the literature we provide our customers at the time of sale. We also offer an online delivery tracker that our customer’s can use on their own to help narrow down the arrival of a technician or driver. In the event that we were able to honor our customer’s request for a certain estimated window, it is never possible to guarantee the arrival of a team or technician due to what may happen to that vehicle or employee while on the road. Please know that on average we arrive within our estimated window and do not seek to inconvenience our customers, we genuinely believe in providing our customers with honest answers. In regards to the “damage” the customer cites is present on the merchandise, our records reflect that the damage is a one inch scratch on the leg of the item. Bobs Discount Furniture showed our care for the customer and this damage by offering to repair this one inch scratch. [redacted] ’s account indicates that when we arrived to his home to service this on 5.14.2014 he was not home. His account further notes that he is refusing to accept our service because he requires a morning time frame and due to our geographically routed services we haven’t been able to accommodate his request. If [redacted] would prefer we can order him a replacement leg instead of providing him a service where he has to wait on a technician to arrive. The customer can install the leg himself and I feel this is a good option to offer as the customer has told us he doesn’t have time to wait for a technician to come to his home. The part order would take anywhere from 5-30 business days to arrive to his residence and should he prefer this route instead we just ask that he make us aware. I find it odd that our customer alleges ‘***’ as an unhelpful agent because our records indicate that ‘***’ went out of his way to try and get the customer added on to a date that was already closed for delivery (the very next day to be exact) and when our routing department denied this add on request the customer demanded to speak with ‘***’ only on 4.17.2014. [redacted] refused to work with ‘***’ who was attempting to assist him on 4.17.2014 and ‘***’ actually called [redacted] back on that same day as he requested. If [redacted] would like I can certainly make time to review the calls that transpired between [redacted] , ***, and [redacted] but I maintain strong confidence that his request to speak with Bob was met with an appropriate answer along the lines of “Bob is the face of our company and we are put in our positions to handle these claims and any concerns our customers may have”. ***’s notes point out that he did make [redacted] aware that we could discuss compensation as a further form of apology once his merchandise concerns were completely resolved. It is always our goal to provide our customer’s with the original promise we made to them, which is the merchandise they purchased in its expected condition. We do not find discussing compensations relative until we have successfully satisfied our customer’s main concern. I do realize and acknowledge that [redacted] has escalated his concern to this level for a reason and I am happy to work above and beyond our normal policies and offer [redacted] a Bobs Discount Furniture Gift Card in the amount he paid us for his delivery fee. If [redacted] would like to accept this offer for compensation please ask that he make us aware through this channel or by calling us at ###-###-#### (6:30am – 8:00pm/ Monday –Saturday). We humbly ask all our customer’s for the opportunity to earn their trust back in our business when they feel we have failed them, we do not offer gift cards as compensation because we seek to force another sale. This gift card will never expire and can be used to purchase a variety of cash and carry items should [redacted] not be comfortable I apologize to [redacted] for any frustrations he has had to endure during this process and look forward to helping him resolve his concerns. Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and un- honored agreements have caused to our customerWe can certainly understand the customer’s frustration with us and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe have resolved the original concerns and delivered the customer the merchandise expected in good condition In researching this customer’s account I see that we have already taken major steps beyond our policies to address our failures and compensation requests with this individual directlyWorking beyond a structure that is set in place for all customers alike is a retailer’s way of adequately accommodating a customer who we have clearly taken responsibility for disappointing Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I think you are in haze to close the matter so you didn’t read my post properlyDid you hear the conversation with customer service representative? [redacted] It is humiliating experienceI would prefer proper answer to all my question rather than a brief response Question 1) Anything we purchase today has minimum to days return policyWhy you do not have refund policy on products you deliverWhy you are exception to this policy when the cost of the item you sell goes in thousands of dollarsThis gives impression that you don’t trust your product qualityOnce product reaches customer, you are sure that he is not going to like itEven If we buy $40K car today, it has days return policySo why your $2k to $3k sofa doesn’t have return policy Question 2) Why your customer service representatives were telling during the call that customer has only days to report any delivery damageThey mentioned it is written in the receipt we have signedWhen we asked them where it is written, they were not able to show it Question 3) We didn’t observe any issue in the sofa that we saw in store that was on displayWe didn’t observe the space in that sofa between seat and armrestWe didn’t observe the sagging in arm rest that your technician observed in the piece we haveAre you telling that customer has to keep the piece that was delivered even if he didn’t like something in it as compared to one he saw in store just because you are able to tag that defect as “Within Manufacturing standard”And he has to keep it because you have no refund policy? Question 4) Why you don’t present “Manufacturing standard limits” to customer when he is ordering the productsSo he can make better informed choice rather than getting cheated after the delivery Question 5) You are constantly arguing that the sofa you delivered didn’t had any defect we want individual answers to all questions a) Do you have any pictures taken before delivery of sofa to prove that delivered piece didn’t have any defect?b) Did the delivery people showed sofa upside down during delivery to show there was no damage? c) Your technician mentioned that Leg got cracked because we moved sofaWe have carpeted floorIs your sofa leg so delicate that it would crack if we move it in carpet? Question 6) You are not able to deliver me a sofa without any defect after deliveries Give me individual answers: a) What assurance can you give me that next sofa that you will be without any defect/damages? b) Why should we be paying delivery charges for you to deliver me a defective piece? Sincerely, [redacted]
Good Afternoon Revdex.com, I have reached out to [redacted] on the daytime phone number he provided today (7.28.2014)I have left a message asking that he call me back I apologize for any failures on our end that caused this much inconvenience to our valued customer and I look forward to speaking with [redacted] when he returns my message Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Ordered a queen size bedroom set and a mattressOn day of delivery, the bedroom set was delivered but the mattress size was incorrectSpoke with Customer Service to have the situation noted and get re-delivery for the next dayIt took me to call three times to get an answerThey waited until the end of business hours to call me with an incorrect delivery time and then tell me, "Well, we can fit you in for a Saturday or next week Tuesday delivery." Not good enoughVery unprofessionalNot happy with their service at all