Bob's Discount Furniture LLC

Hi Revdex.com, Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Here is a summary of my entire traumatic encounter with Bob’s Discount FurnitureEvent 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/through Sales Associate Pamela K*** for the following items:
a) *** *** – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) *** – Recliner Sofa and Love Seat
Paid $for all thisThe Delivery was scheduled on 12/30/This was the only pleasant experienceEvent 2: On 12/30/2016, when the delivery guys came with the above mentioned items the following things were missing / damaged / not functional:
a) The Post for the Queen bed was missing
b) There was only slates and the support legs instead of slates and support legs so the Slates and support legs for the Slates were incompletec) The Fourth drawer from the Top (2nd from the bottom) was broken in the Chest Drawer
d) The Recliners were not functional, the right side of the sofa was reclining, whereas the left was not recliningIn the Love seat the buttons for the headrest were not functionalI immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things backPlease note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGSI DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACKTHEY JUST LEFT, while I and my wife were still talking to the Ce whom they had connected us toCe told that all these things will be taken care of on 01/04/when the new delivery team will comeThere was no mention of a service agentThe Ce assured us that on 01/04/2017,
a) The missing post and the slates with the support legs will be sent
b) The broken drawer will be replaced
c) The recliners will be taken look at and if it is still not functional, the team on 01/04/will take it backEvent 3: On 01/04/2017, the Second Delivery Team arrives only with the missing PostThe did not have the slates or the support legs to complete the bedThe also had absolutely no idea about the broken drawerThey were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properlyThey were able to fix that atleastWe told them also to take back the Bed as it was not complete and without the Slates we cannot even sleep on it and the Chest Drawer was brokenSo they connected me again to the Ce and left without taking my signature as I had refused it till I completed the talk with Customer CareThe Ce person was initially courteous but when I told them that I do not want incomplete order of my furniture, was rude enough to tell me that regardless of my signing or not signing the delivery, since the merchandise is lying at my home, I am responsible for itI don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instanceWe asked to speak to the supervisorAfter a wait of mins, I was transferred to the Supervisor/ Manager named DanDuring this conversation I was assured that another Service Engineer will be coming in the afternoon and that he will have the Slates and the Support legs to fix the bedHe indicated he would order for me a replacement drawer for the broken Chest DrawerEvent 4: I call the local Woodbridge store to talk to Pamela but she is not in so Wendy from their office connects me to Customer Care again and I speak to Peter who tells me that the drawer was not ordered but that a service agent is on his way and that whatever issues are there they will be addressed by the service agentEvent 5: A service guy arrives at around pm on 01/04/2016, with absolutely nothingHe sees the bed and empathizes with usHe tells us that Bobs does not give them any missing part so he cannot do much but try his best to help usSince the drawer is new and broken, he suggested that a replacement will have to be orderedHe also told us that he had the wrong information of our bed (i.e King, whereas our was Queen size bed)He had one King size slate in his truck and a non-matching support leg so he cut the king size into queen size and with whatever ONE old support leg he had in his bagHe just put it for us TEMPORARILY to sleepHe clearly told us that since it is not of the perfect size, it will not hold the bed good for longSo again I was connected to Customer Care and after a good 30-minutes of help by a very pleasant Customer Care person I was assured of the following things:
a)On 01/06/2017, the service engineer will come with new slates and support legs and fix itShe indicated that she will send more slates and support legs just so that we are assured that the bed will be strongb) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawerThis had somewhat soothed our frustration but we (my wife and I) wanted to just go and talk to the Store and tell them about our horrid experienceEvent 6: We went to the local Woodbridge Store and spoke to Pamela and the Manager (Todd) who indicated that they can’t do much once the order leaves from the storeTodd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheetI emphasized that I had not signed a single delivery sheet and he was apologeticTodd has offered us to take out the delivery charge but this is not what we are looking forHe empathizes with us and tries to take the delivery charge but the system freezes so he indicates that he will send me an email with an invoice that clearly shows delivery charge was taken offWe leave the store and then get a call from Todd that the system will not allow him to take the delivery charge off and so he will work to send me a gift card of the same amountI told him I don’t care about the gift card but just want the situation to be resolvedEvent 7: Service Engineer arrives on 01/06/without any slates or support legs and tells us that he cannot do anything and that we will get a call from customer care after he leaves and he too leaves without addressing the issue at hand—unfixed bedWe are not amused any moreWe paid $4,500, took three days off from work to get the delivery and service from agents and yet no resolution to our bed and the chestOur bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can useIts beyond frustratingEvent On 1/6/after getting another run down, my wife and I decide to contact HeadquartersWe write description (Event through 7) to three Business Management Executives (Nicole T*** Tiffany L*** and Tracy S***) listed on Revdex.com and note the following: So now I am writing to you today and asking for your interventionIn summary, even after paying $4, and going through numerous deliveries, service agent visits and calls with customer care and days off from work we are still awaiting:
a) The slates and the support legs so that I and my wife can sleep on the useless queen bed lying in my Master bedroom
b) The brand new *** *** Chest Drawer to replace the Chest with a broken drawer
Please note that we expect these issues to be resolved in only one visit, as I do not have any more days off from work that I can waste running behind your service agents and delivery people (as you may acknowledge taking off days from work also costs money)Either please get the whole issue resolved or ask people in your company to take back the useless furniture from our homeAll this has left us angry, frustrated and emotionally exhaustedWe have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and familyIn addition to disputing the transaction with our credit card company, we are also strongly considering a legal course if this is not resolved to our satisfaction in the next two weeksThe hard earned money that we spent deserves a high quality useable product and serviceAfter paying $4,and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor serviceWe desperately await a response from the higher authorities such as you at Bob's since none of the people who we have talked to so far have been able to address our issues and have been passing us like a ball to each otherThis is not what we expect and or deserve(Note: Immediately got an out of office reply from Tracy S***)
Event On 1/7/at 8:am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #***) who indicates that she is not a regular Customer Care person and can really work to resolve our issuesShe assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/per my convenienceShe also mentions on her own that we will be compensated for our time ( I did not bring it up) but will require me to call them after the new delivery has been madeI emphasize to Ellie that I am not going to call and that I expect them to reach out to meI had too many run arounds and I am not willing to spend any more time chasing the companyShe assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning deliveryI decide to give this one more tryEvent On 1/10/2017, we receive the delivery teamThe delivery team has the new drawer but I am informed by them that it has scratches and am asked if I am willing to accept itI say no because I paid for new furniture--not scratched furnitureThe delivery team also informs me that they have rails but no slatsAgain, the bed cannot be finished because it needs slats not railsThe delivery personnel calls Customer Care and now I speak to Aaron (agent 355) who apologizes and indicates that he can reorder the whole bed and the chestI have no faith left and decide that there is no point in arguing with Aaron so I go through the motions and schedule a delivery for 1/I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with herEvent 12: An hour later I get an email from Tracy S*** (one of the three Executives who we wrote to)Here is what her email said:
Good Morning,
I am very sorry for my delay in responding to you, first I have been out of the office for the past few days and am just getting back into my email nowI have taken some time to read through your email and your account I am very sorry for the continued issues, lack of communication and failures While it is not our procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the procedureWith the addition of the failure today, I believe the best course of action is to pick up for a refund I do not see any note of any issue with the *** Living Room set Would you like to keep that set in the home? I would still offer to refund the entire delivery fee as a courtesy, even if you choose to keep some of the deliveryPlease advise if you would like the bedroom set picked up for a refund or you would prefer a different course of action We can offer a reselection or the pending exchange and then compensationI plan to be in the office today until If you would prefer to speak on the phone, please advise, I am afraid my voice is still not completely back but I certainly can call if you preferI write back to her:
Tracy,
Please call me between noon and pmIf that doesnt work for you, please indicate time frames that work for you and you can call per your and my availabilityJust as a point of clarification, even if you are offering me a full refund for the bedroom furniture along with the delivery as I dont think I want to retain this broken bedroom furniture set, think about the days of inconvenience, days time taken off from work and the physical and emotional exhaustion that we went through when you offer me compensation--please dont low ball me and make further fun of my entire situationI am not trying to seek out money for the sake of sticking it to Bob's but I did get rid of my entire previous bedroom furniture set and have been sleeping on the floorI am strongly considering all options including legal after another failure today and I am sure we both dont want to go through itThanks
Event Tracy calls meWe discuss the refund on the bedroom set, delivery fee and ***She indicates that I also have a $store credit from ToddI tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store creditAnyways, we discuss the refund processIt is going to require me to call themThats Ok I said--I understand credit card privacy et alWe talk about compensation--she mentions the $store credit as compensationI refer her to my email--all the days of inconvenience, frustration, days off from work etcI told her that her offer was akin to making fun of meShe indicates this is the best she can do for meI sincerely indicate that I am open to taking all options including legal as I am not sure Bob's is really serious about compensating me for my days of traumatic filled incidentI am not out there to get money and stick to Bob's but a $store credit is definitely a slap in my face after all I have gone throughTracy reinforces her offerI decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise backThe bedroom furniture is scheduled to be returned 1/12/So that is my entire experience in a nutshellI am definitely not going to Bob's ever againNot gonna advise anyone to go there again and if you do please be ready for such an encounterAlso, I will be looking for legal options--days of sleeping on the floor, living in messy bedroom, taking time off from work and dealing with Bob's has me definitely taking a drastic step I have never taken beforeThese guys need be taught a lesson in human decency and cannot get away with treating customers this way

Hi Revdex.com,
Thank you for helping us out to resolve the issue I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issueIf I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM ChairI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thanks,*** ***
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