Bob's Discount Furniture

@MyBobs
Do not buy anything from Bobs. They don’t stand their inferior products. I ordered a sofa and loveseat, The Nevada, which is no longer carried. The cushions in the middle are sinking to the point where you need to grab a persons arms to help them up. As unhappy as I am with this I think I’m more unhappy with the lack of knowledge their associates have. On person knows less than the other after 9 calls! And 3 emails...I called June 14th because the couch was unusable, a technician showed up July 8th and concluded the couch did in fact have a manufacturer defect which bobs denies yet they refuse to send me a copy of the technicians report. Then Mario offered me s new couch only to find out he was wrong in offering a new couch. Sorry...
Will call back ... another week no answer.
This went on for a month. Total runaround... clueless employees...now I’m told a manufacturer defect in not covered even though my Goofproof clearly says it is. My whole house is Bobs purchased with their credit card and I couldn’t be more mad! They don’t honor their products or their goofproof!
And they won’t give me a copy of the technician report either!
You can message me for more details. Stay away from MyBobs! They’re crooks!

I Spend more time on the phone arguing with Bobs guardian protection! What a shame that bob lies to you at the store and tells you your goof proof covers everything you never have to worry . This is the second time I’ve had to deal with them. The first time the technician flat out lied to me told me my dining room set needed to be replaced only to be told he never said it! Little did he know I have cameras in my house and they got caught! I was called a bully by your technician! Now I have a problem with my living room set I went to move my couch and the frame cracked! I was told by guardian they don’t cover moving of furniture or mishandling. Mind you I moved it away from the wall so I could paint! It stayed in the same room! This place is a joke I spent $6,000 in bobs! And this is the treatment you get! I work in a school and I made sure I put signs up not to purchase anything from Bobs they lie thru their teeth . The couch is not even 4 years old! What a waste of money! I want my money back for the goof proof plan and my couch replaced! We are hard working people we work hard to buy things and this is what you get people like Bobs I will share this on Facebook so people stay far away! You truly treat your customers like garbage!

Good Afternoon bought a sofa loveseat and recliner one of my recliner is broke reached of goof proof because I paid for the extra warrant which is a joke got the run around for 3 weeks on hold for about a hour still not resolved buy nothing . I wouldn't buy nothing else from there you could reach out to me if you like my email is [email protected] this is not acceptable very disappoint customer.

Here is a summary of my entire traumatic encounter with Bob’s Discount Furniture.
Event 1: We visited Bob’s Woodbridge, New Jersey Store and placed an Order for the following items on 12/27/2016 through Sales Associate Pamela K[redacted] for the following items:
a) [redacted] – Queen Bed, Dresser with Mirror, Night Stand and Chest Drawer
b) [redacted] – Recliner Sofa and Love Seat
Paid $4500 for all this. The Delivery was scheduled on 12/30/2016. This was the only pleasant experience.
Event 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 2 slates and the 3 support legs instead of 3 slates and 6 support legs so the Slates and support legs for the Slates were incomplete.
c) 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 reclining. In the Love seat the buttons for the headrest were not functional.
I immediately told the Delivery guys about all these issues and clearly told them to take the damaged / non-functional things back. Please note that THE DELIVERY GUYS LEFT WITHOUT TAKING THE THINGS. I DID NOT SIGN THE DELIVERY NOTE AS I EMPHASIZED THAT THEY TAKE ALL THINGS BACK. THEY JUST LEFT, while I and my wife were still talking to the Ce whom they had connected us to. Ce told that all these things will be taken care of on 01/04/2017 when the new delivery team will come. There was no mention of a service agent. The 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 01/04/2016 will take it back.
Event 3: On 01/04/2017, the Second Delivery Team arrives only with the missing Post. The did not have the slates or the support legs to complete the bed. The also had absolutely no idea about the broken drawer. They were kind enough to check the recliners and found out that the previous delivery people had not connected the electricals properly. They were able to fix that atleast. We 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 broken. So 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 Care. The 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 it. I don’t understand how am I responsible for the missing/ damaged merchandise delivered by your company that I have not signed in the first instance. We asked to speak to the supervisor. After a wait of 45 mins, I was transferred to the Supervisor/ Manager named Dan. During 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 bed. He indicated he would order for me a replacement drawer for the broken Chest Drawer.
Event 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 agent.
Event 5: A service guy arrives at around 2.00 pm on 01/04/2016, with absolutely nothing. He sees the bed and empathizes with us. He tells us that Bobs does not give them any missing part so he cannot do much but try his best to help us. Since the drawer is new and broken, he suggested that a replacement will have to be ordered. He 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 bag. He just put it for us TEMPORARILY to sleep. He clearly told us that since it is not of the perfect size, it will not hold the bed good for long. So again I was connected to Customer Care and after a good 30-45 minutes of help by a very pleasant Customer Care person I was assured of the following 2 things:
a). On 01/06/2017, the service engineer will come with new slates and support legs and fix it. She indicated that she will send more slates and support legs just so that we are assured that the bed will be strong.
b) On 01/10/2017, I will get a replacement for the Chest drawer instead of a replacement for the broken drawer.
This 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 experience.
Event 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 store. Todd tells us technically the merchandize should have been taken away as we did not sign on the delivery sheet. I emphasized that I had not signed a single delivery sheet and he was apologetic. Todd has offered us to take out the delivery charge but this is not what we are looking for. He 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 off. We 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 amount. I told him I don’t care about the gift card but just want the situation to be resolved.
Event 7: Service Engineer arrives on 01/06/2017 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 bed. We are not amused any more. We 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 chest. Our bedroom is a mess because of our old furniture is gone and the new furniture is not in state that we can use. Its beyond frustrating.
Event 8. On 1/6/2017 after getting another run down, my wife and I decide to contact Headquarters. We write description (Event 1 through 7) to three Business Management Executives (Nicole T[redacted] Tiffany L[redacted] and Tracy S[redacted]) listed on Revdex.com and note the following: So now I am writing to you today and asking for your intervention. In summary, even after paying $4, 500 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 [redacted] 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 home. All this has left us angry, frustrated and emotionally exhausted. We have no trust left in Bob’s Discount Furniture and will definitely be not advising or advocating it to any of our friends and family. In 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 weeks. The hard earned money that we spent deserves a high quality useable product and service. After paying $4,500 and the time off from work to resolve it, I dont understand why should we accept a sub-standard product and poor service. We 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 other. This is not what we expect and or deserve. (Note: Immediately got an out of office reply from Tracy S[redacted])
Event 9. On 1/7/2017 at 8:30 am approximately, just few hours from when we wrote to the executives, approximately we get a call from an agent (Ellie B, Agent #[redacted]) who indicates that she is not a regular Customer Care person and can really work to resolve our issues. She assures us that she is working on the delivery of a new Chest and the slates and they are scheduled for arrival on 1/10/2017 per my convenience. She 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 made. I emphasize to Ellie that I am not going to call and that I expect them to reach out to me. I had too many run arounds and I am not willing to spend any more time chasing the company. She assures things will all be good on the 10th and that I will get a call from delivery schedulers for a morning delivery. I decide to give this one more try.
Event 11. On 1/10/2017, we receive the delivery team. The 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 it. I say no because I paid for new furniture--not scratched furniture. The delivery team also informs me that they have rails but no slats. Again, the bed cannot be finished because it needs slats not rails. The 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 chest. I 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 1/18. I also ask Aaron to leave a note for Ellie B to call me as I wanted to discuss this with her.
Event 12: An hour later I get an email from Tracy S[redacted] (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 now. I 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 normal procedure to offer refunds on delivered merchandise, I do believe that the number of failures represented in this complaint warrants action outside of the normal procedure.
With 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 [redacted] 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 delivery. Please 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 compensation. I plan to be in the office today until 430. 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 prefer.
I write back to her:
Tracy,
Please call me between noon and 1 pm. If that doesnt work for you, please indicate time frames that work for you and you can call per your and my availability. Just 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 11 days of inconvenience, 4 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 situation. I 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 floor. I am strongly considering all options including legal after another failure today and I am sure we both dont want to go through it. Thanks
Event 13. Tracy calls me. We discuss the refund on the bedroom set, delivery fee and [redacted]. She indicates that I also have a $100 store credit from Todd. I tell her that Todd had indicated that he was going to send a Gift Card and no one mentioned store credit. Anyways, we discuss the refund process. It is going to require me to call them. Thats Ok I said--I understand credit card privacy et al. We talk about compensation--she mentions the $100 store credit as compensation. I refer her to my email--all the 11 days of inconvenience, frustration, days off from work etc. I told her that her offer was akin to making fun of me. She indicates this is the best she can do for me. I 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 11 days of traumatic filled incident. I am not out there to get money and stick to Bob's but a $100 store credit is definitely a slap in my face after all I have gone through. Tracy reinforces her offer. I decline and indicate that she go ahead with the refund and do what ever it takes to take the merchandise back. The bedroom furniture is scheduled to be returned 1/12/2017.
So that is my entire experience in a nutshell. I am definitely not going to Bob's ever again. Not gonna advise anyone to go there again and if you do please be ready for such an encounter. Also, I will be looking for legal options--11 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 before. These guys need be taught a lesson in human decency and cannot get away with treating customers this way.

Review: I purchased a full size bed (headboard and footboard), mattress set and chest of drawers. The bed arrived with twin size rails. I asked for full size rails to be delivered same day so I wouldn't need to take another day off work, but was told no. Also, the headboard was dented and scratched. The next day I did receive the correct size rails and a perfect headboard, but after the delivery men left and I went to put clothing in the chest, one of the drawers broke. A technician was sent to my house two weeks later to repair the brand new chest. The broken piece of wood was glued.At first Bob's only offered a refund in the form of a gift card, but I complained and asked for a supervisor. Of course I was put on hold for over 15 minutes waiting for a supervisor. In the end was told the credit would be to my charge account but the amount would not be determined until after the delivery was complete. After all of the inconvenience and substandard service I was offered a credit of $50 on a order that totaled over $1500.I asked for a complete refund of the $130 delivery fee, plus a discount on the chest which is defective and now only repaired, not replaced. But, was told that would not be possible. I cannot say enough about how unhappy I am with this furniture purchase. I will never shop at Bob's again, but I would like to hear from them about why I should pay full price for a damaged piece of furniture. If I purchased damaged furniture from a clearance place I would expect at least 50% off list price. The chest was advertised as $279 which is exactly what I've paid. Please let me know what you can do to help me with this claim. Thank you.Desired Settlement: I would like at least 50% of the price I paid for this chest refunded to my charge account. While they have refunded the delivery fee, which I accept as compensation for the first set of issues with the original delivery of the bed, I don't feel that they have compensated me fairly for the defective furniture I received.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today and processed the desired

settlement she sought in her posting. Bobs is very sorry for the stress we

caused [redacted] and her son during this purchase. I have provided [redacted] with my direct

information for any future needs and I thank her again for giving us the

opportunity to make our failures right.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

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,

Review: I purchased a sectional and a chair from Bobs discount furniture along with a ([redacted]). I was sold this [redacted] the sales woman [redacted] she went on and on about how great it was and told us specifically that it would cover anything damages we caused even damage from animals scratches cuts scrapes absolutely everything!!! It sounded great so we purchased it. We, as luck would have it, had an issue and my boyfriend damaged the cushion cover. He called to make a claim with the insurance company [redacted] protection products to make a claim and was directed back to Bobs and told that because it was with in a year old that they[redacted] would handle it. At that point Bobs sent a tech out to the house and they told us that it wasnt a manufacturer issue so they would not cover it. At this point we contacted [redacted] back and tried to file a claim and were told that they would not cover it because the scratches did not go all the way through to the cushion. My boyfriend then called back because there was spots that went to the cushion and because were told that it would cover everything and was told no were denied because we did not know exactly happened. At this point he explained that he did know what happened and wanted to file the the claim he was then told that the tech from bobs put a note in that we have a small dog that could have caused the damage (which is completely made up because he did not) and that they did not believe what he said happened and said that the dog had to do it and they didnt cover animal damage. Once again goes completely against what the sales person told us but dosent really matter because the dog did not cause the damage. At this point we were told that it didnt really matter that the incident had to come from a single incident and now were reporting it more than once and they would not cover it because of that. My Boyfriend then tried to explain that we had been trying to file the claim for the same incident the whole time and asked to speak to a supervisor and was told no absolutely not by the woman on the phone [redacted] at [redacted], he asked again for a supervisor and was hing up on. At this point we contacted bobs again were told by the sales woman [redacted] once again that the [redacted] people were lying. My boyfriend then contacted Bobs customer service and was told that they would help they were sorry just take some pictures and send them in and was told that after hearing what happened they would MOST LIKELY take care of it we sent the pictures in and didnt hear back so we contacted them back and were told again that it wasnt manufacturer defects they wouldnt help us. We contacted [redacted] back and were told that she couldnt help either it was over her head. So basically we were sold an insurance policy, that should also be investigated because it is a complete scam, being told nothing but false statements everything they told us was a lie and was not covered.Desired Settlement: If the cushion is not going to be fixed I want a full refund of the couch and the chair we purchased and we will return it

Business

Response:

Good Day [redacted],

I am very sorry to learn of your disappointment with your [redacted]. I assure you that this plan is extremely valuable when used

within the appropriate guidelines that the plan denounces. I believe [redacted] and our Customer Care

department truly feel that this type of accident was caused by the pet you have

living in your residence. As Bobs Discount Furniture is a separate company

entirely we do not have the authority to overturn [redacted] judgments on claims.

I do apologize that the third party company who manages this plan did not apply

any care and empathy to your case when you initially called and I have reviewed

your case in further detail as well as reviewed the photos you submitted

directly to us.

While I acknowledge why the denial was received from Bobs

Discount Furniture as well as [redacted] I can also clearly see how this damage

could have been caused how your boyfriend depicted. It is also important that I

communicate that this fabric type is commonly known in the furniture industry

to fray and pill over time and this is considered normal wear and tear (not

covered by your protection plan or Bobs Discount Furniture). I do see it

possible that runs appeared in the fabric with many days of normal use occurring

after the initial accident you reported. Again the plan is extremely valuable

as you are getting coverage directly thru Bobs (in addition to the coverage

from [redacted]) against manufacturing defects, as deemed by our factory trained

technicians, for five long years. Should you feel that this plan is useless to

you at this time it is still within your right to cancel it. We give customers

up to thirty days after their date of delivery to contact us and request a full

refund and cancelation on the [redacted] Protection they have purchased. Obviously

I advise you against this because it offers you no benefit as my customer

besides a minimal monetary value in refund. I do feel it is important that you

understand instances like normal wear and tear, along with other exclusions are

not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval.

As a one time courtesy I have placed a part order into our system for

you. You will receive a replacement seat casing (the material that is actually

ripped on the chaise) in approximately 4-6 weeks. This casing will arrive to

your address by [redacted] or regular mail and once you receive it you can call us

to install it for you if you’d like.

I apologize for the frustration you have experienced, should

you have further questions or concerns regarding this resolution we ask that

you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat).

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

You cannot tell me what caused the damage!!! We have explained over and over again what happened to this couch. It was not a 6 lb dog and I will not repeat this again. And secondly your sales person at your store told me it covered dogs as well. I will also not accept the fact the this is normal wear and tear the couch is not even a month old. I will also not accept this answer because I tried to return the couch and get a refund already and was told that I would only get store credit. I will only accept a full refund back to my card and that is all!!! I expect you as the company that sold me this insurance policy to speak to them and have my couch fixed if it is not fixed I expect a full refund to my card and that is all that I will accept. I do not do business with company's that don't stand by their word and what they tell you in the store and will never do business with your company again.You sell a false policy and tell people lies in the store to sell them this policy and it is not ok. And the final reason I do not accept this response is because your sales person has told me over and over that [redacted] is lying and they have to cover the damage so I expect you to honor this as I was told this by your sales person [redacted] in the [redacted] store. Once again I will have my lawyer contact you if this matter is not resolved!!!!!

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize for the extreme level of aggression that you

feel necessary to communicate regarding your concerns. In reading my first

response please note that we have already

taken the necessary steps to

resolve your concern and fix your product (as you originally requested thru

this channel). We have placed a part order so that your concern will be

resolved and this is exactly the resolution you would have been granted thru

the [redacted] company should they have accepted your claim.

One company does not have the ability to overturn the

choices of another company and I find it completely embarrassing and disgusting

that a sales person would knock on the protection plan he or she sells and

stands behind on a regular basis in their profession. We have taken the

necessary actions to ensure our retail associates are properly coached and

offered to resolve your concern. I’m very perplexed as to why you remain still

so unsatisfied and I apologize again for the level of frustration you seem to

be experiencing. As stated in my first response, Bobs Discount Furniture is

directly resolving your concern by sending you a new seat casing for your

chaise. If there is another issue you seek assistance with I’d be happy to help

but at this time the original settlement you sought has been met therefore we

would consider this concern closed.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.

Review: Purchased couch, love seat & chair (leather). In 2010. At time of purchase salesman told us we should buy protection for furniture. He said we would be covered for Any type of damage, rip, tear , anything. We did and for $200.00

We were covered for five years, [redacted] coverage. Noticed loveseat back pillow was peeling. We were not aware of

Any incident to cause this. I called the [redacted] and started a claim and they sent me the paperwork to be completed.

(This was in Oct. 2013), unfortunately, we had some issues and did not return the paperwork, which by the way should have no bearing on this claim. Well, a couple of months ago we noticed peeling on the love seat and then on the chair,coverage is still active mind you. So I called[redacted], told the rep my situation and she said no problem claim

Is still open. I completed paperwork, took color photos of damage and mailed them to [redacted].

Within one week we received notice that our claim was denied due to the fact that we did not return the paperwork

Within the required time frame. So then my husband called bob's in [redacted] and explained to him the situation

and he said yes your coverage is still active and also we were covered by Bob's for the first three years which was now past that period and we never knew that anyway. So my husband asked what were we covered for and he said,

Well if someone had gotten hurt. You can't make this up!!! Also, after we were notified that the claim was denied,

I called [redacted] and told them that the rep had said our claim was still open, she told me we were covered for cigarette burns and if we had a party and furniture was damaged. I think all these people are just saying anything they want. We are so upset to put it mild, we have three pieces of furniture that are four years old that are garbage

And we didn't do anything. In fact we hardly ever sit on the couch. Not sure if we were scammed or not and by who.

But if Bob's is doing business with this company, then they need to look into them further.

Maybe if we take legal action we will get a resolution. This is so upsetting.Desired Settlement: We would like to be compensated for new furniture.

Business

Response:

Good

Morning [redacted],

I am very sorry for the disappointment you are experiencing with your bonded

leather set and the [redacted]. I assure you that Bobs Discount

Furniture cares very much to satisfy all our customers and we stand behind the

quality of our products including the protection plan we sell. The [redacted], as its name depicts and the documents associated with the plan denote, is

for protection against accidental damage and in order for a claim to qualify

for coverage under this plan you must report an accidental occurrence causing

the damage you are reporting. The merchandise you purchased and the nature of

your claim are not accidental and in all reality this is considered normal for

the material type you selected as a consumer during the time of sale. The

material make up of your set was listed on the set’s signage, posted directly

in front of the set itself, when you initially viewed this in our showroom over

four years ago.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling over time is not

isolated to the bonded leather products we sell at Bobs Discount Furniture. If

you continue to purchase/maintain bonded leather furniture in your home

regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for over four years and in

that four year period our records indicate that you have not reported any issues

to us before now. The Bobs warranty on your merchandise expired over three

years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, we

are able to make a store credit offer to from a place of extreme courtesy and

care.

If you would like to reselect to a different set, made of a different material

that may fit your furniture needs better we can offer to credit you 70% of the

original cost you paid for the Sofa, Loveseat, and the chair from your ‘[redacted]’ set. In the interest of fairness we would ask that if you want the new

furniture you select to be delivered you cover the cost of that service as

delivering the merchandise has always been a charge we maintain separate from the

cost of our merchandise. We can offer to remove the current Sofa and Loveseat

you currently maintain on the same date we deliver the newly selected

merchandise and cover the cost of disposal for you.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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,

Review: I purchased furniture along with the goof proof plan insurance. When I purchased the furniture I was mislead about the warranty on the furniture as well as the insurance. Two years after buying the furniture I am told it is no longer under warranty and the insurance will not cover the defective furniture. When purchasing I was told the insurance covered everything as well as the furniture having a longer warranty than one year. It was supposed to be quality leather furniture, not bonded and the leather is peeling off of the furniture.Desired Settlement: I would like the furniture repaired or replaced.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [redacted] is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries. The

original sales invoice provided to the customer and routinely signed as agreed

to by the purchaser does disclose that Bobs Discount Furniture is responsible

for any defect within a one year period of delivery only. Any additional protection

the customer opted to purchase is through a third party company which we take

every opportunity to educate the consumer on.

We provide a general flyer at the time of

sale that very clearly indicates there are some exclusion(s) to the protection

plan and the document further encourages the consumer to read their full plan

documents for the list of exclusions. As the manager of the plan, [redacted] is

responsible for sending the consumer the plan documents. Should the customer

decide that they would like to review the complete plan documents as the flyer

suggests and they don’t have these documents, we assume (as any retailer would)

that the customer would then try and obtain said documents for review. Had we

been made aware of the need for these terms and conditions we most certainly

would have provided them upon any request. As it is not typically a document we

provide we literally have no way of knowing whether the consumer has received

the complete plan or not and we see no reason not to trust that [redacted] is

continually sending these documents as many claims for coverage are routinely

approved.

In this consumer’s specific case I have

attached both the sales flyer (we provided at the time of sale) and the terms

and conditions ([redacted] provides) for your review. Please see the below

section as this is clearly listed under the exclusions of coverage section

(starts on page 2 and continues to page 3) within the protection plan:

EXCLUSIONS

TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded

on split hides used in seating areas.

We again apologize that the customer didn’t receive the

service expected from the [redacted] company and are willing to look into this

claim further and dispute the claim with [redacted] on their behalf should we

feel necessary.

At this time we ask that the customer provide

photographic evidence via this Revdex.com channel of the damage. Our records indicate

that as advertised this particular set is not built from its vendor using

bonded leather. As stated in the terms and conditions [redacted]’s rule is that peeling

on leather is not covered. Further reading of the terms and conditions page

will also indicate that an accident needs to be reported for any occurrence to

be covered. Regretfully if more, appropriate information is not presented from

the customer we will be unable to help further facilitate a dispute between our

company and the [redacted] company.

To move forward please advise the customer

that we require a minimum of four (3) pictures (in color) for each item that is

“Peeling”. I have listed the requirements below to ensure our request is

specifically notated:

-Minimum 3 Photos of the Sofa:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa.

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

-Minimum 3 Photos of the Loveseat:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the loveseat.

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

with what, if any, options for resolution we may have to offer this customer.

Sincerely,

Bobs

Discount Furniture

Consumer

Response:

Review: We purchased a 5 piece bonded leather sectional sofa set with ottoman from Bob's furniture in May of 2013. The set included two corner pieces, two center armless pieces and an ottoman. In addition, when we purchased the furniture we were told by the salesperson that the [redacted] plan is essential and will cover everything including factory defects in materials and workmanship for 5 years (extended from 1 year) as well as accidental damage listed on the paperwork provided. In summer 2014, we reached out to Bob's customer service to complain that on multiple sections of the couch that we purchased, the foam beneath the bonded leather has separated and moved away from the wooden frame and it has become a hazard. We mentioned that the wood frame has become exposed (only thing covering it is the bonded leather) to the point that people were injuring themselves when sitting on the couch and my young daughter has repeatedly hurt her head on the corners because they are sharp and hard without the foam that should be covering them. Bob’s sent out a service technician who saw the issue and when at the house said this looks like manufacturing defect. However, we did not hear back from Bob’s customer service and so we called them back to find out that based on the technician’s notes, they consider this to be because of normal wear and tear. We argued that never before have we owned a couch for barely a year (even from discount manufacturers) that deteriorated this quickly from people sitting normally on the couch and using it for the purpose for which it was designed. After our insistence, Bob’s sent out a second technician who looked over the couch and said he would put in the same details the first technician did however Bob’s will still consider this normal wear and tear. Bob’s insisted that this was normal occurrence with couches.

A few weeks later, my wife was lying against the corner piece and the arm portion broke backwards so that it separated from the base. We called Bob’s once again for this issue and another technician came out to review this separate issue. The technician said that because of the way in which the frame broke, it was not manufacturing defect because the frame did not break at the connection seam between the arm and the base and instead was accidental damage. I was told that since I have the[redacted] plan, I should call the separate [redacted] accidental damage number provided as part of the [redacted] plan to cover the damage. We called the accidental damage number and were asked how the damage occurred and we truthfully said that it was from laying on it and the frame broke. Because the damage occurred from normal usage, we were told that this isn’t covered and that the damage is only covered if it happens by someone having an accident (so had my wife fallen on it instead of just lying down it would be covered).

At this point, we have no other choice but to seek outside assistance as Bob’s clearly is in the business of false advertising. Not only is the furniture quality horrible, but the salesmen are blatantly lying in order to sell the extended warranty. The documents given for the [redacted] plan clearly state that accidental damage is covered for breakage of springs and that the [redacted] plan covers “for 5 years against factory defects that can occur in materials or workmanship.” Clearly, if within a year and half of ownership, the cushion is exposing the wood frame underneath to the point that the frame is hurting people and the frame is breaking from a 120lb woman sleeping against it, the quality of the materials is in question and should be covered by the extended 5 year manufacturing warranty. We are in a situation where we can no longer use, and have had to remove one of the armless pieces, because they were a hazard to my child and now can no longer sit against one of the corner pieces because one side is breaking off. However, according to Bob’s this is completely normal for a couch.Desired Settlement: We would like Bob's live up to the claims they make in the commercials regarding their quality and attention to service. If their sales teams are making promises regarding what the warranty covers, customer service should live up to that instead of looking for loop holes to get around providing repair or exchange. The warranty documentation that they provide clearly states that workmanship and materials are covered under the manufacturer's warranty and the frame breaking from normal use is clearly a quality of materials issue. Meanwhile, the foam separating from the frame is related to workmanship as it was not made properly. Otherwise, the issue would not occur from normal intended use.

We want Bob's to either:

-repair the issues

-replace the entire set either by actual furniture replacement or store credit equal to the original price so what we can replace it wither something of equal value. Also, the replacement should have the delivery fee waived since this is a warranty replacement

-refund the price of the full set along with the cost of the [redacted] plan as they are not willing to honor the agreement set forth within.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the consistent disappointments

the customer alleges to be experiencing with their living room furniture. Our

records indicate that this merchandise was delivered to the customer on 05/24/2013

and their first report of concern was initiated to us on 09/10/2014. At this

point in time the customer was outside of the first year guarantee period

through Bobs Discount Furniture and any services that have been provided were

being done so by the extended protection plan the customer purchased at the

time of sale.

We further apologize that the customer disagrees with the

multiple factory trained professionals that have been sent to their home to

assess the damage. The protection plan offers coverage, directly thru Bobs Discount

Furniture, for manufacturing concerns and this individual’s merchandise it not

experiencing concerns as a result from any defects in workmanship. We stand

behind the integrity of our service technicians and are truly very sorry that

the concerns this individual is seeking coverage for do not apply to the warranty

protection purchased.

As an extreme courtesy and because Bobs cares, we can offer

the customer a one time option for resolution outside of their warranty

protection plan, please ask the customer to review the option we have listed

below and respond thru this Revdex.com channel they felt necessary to open for your services

of mediation.

Resolution Option:

We will provide the customer with a 70% store credit based

on what they paid for this merchandise at the time of sale. This 70% is related

directly to the cost paid to us for merchandise only. As the customer’s

concerns are not covered by the extended warranty the inclusion of such fees

has no basis for existence in any courtesy offer Bobs provides directly.

Should this offer be accepted, we will not be responsible for the removal of the current

merchandise the customer has in their possession as we agree with the reports

we have received from our technicians.

As an additional courtesy we will offer to waive the cost of

delivering (one time only) any merchandise purchased using the 70% store credit

provided via this offer.

Kindest

Regards,

Bobs

Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer.

Sincerely,

Review: I made a purchase of a 3-pc sectional and a dining table/chairs(6) set on 3/10/15. Before I made the purchase the saleswoman made sure the items were in stock. My delivery was then scheduled for 4 days later, 3/13/15. On that Friday at the time of the delivery, one of the delivery men walked up to the second floor (my apartment is on the 3rd floor) and said that the items would not fit because there where some paint buckets in the hallway. I offered to move the items and he said that he didn't have time and I was not ready for delivery. I was too tired to argue (working 12 hr shifts overnight) and decided to reschedule the delivery when my husband was present. I called back to reschedule the delivery, they told me the next available date was 3/18/15 and one piece (corner sofa) would not be available until 4/1/15. I agreed to go ahead with the two delivery dates. On Wednesday a new set of delivery guys came and the first thing I was told was that the marble top for the dinning table had a manufacture defect and it would be pointless to bring up the table top, it was too heavy and there might be a possibility that I would not want to keep it. Then when it was time to bring up the second part of the sofa, my husband and I was told that it would not fit. My husband tried to help them bring it up and we were then told "this is something we do everyday and we know it isn't going to fit, we can pass with it if we break it. Do you want us to break it?" We then agreed to have them leave it there and my husband and my brother would try later. Of, course my husband and brother got it up, without breaking it that is, without much effort. Once again I had to call to have the table top and legs redelivered. I was given the date on 3/23/15 for the table but the corner sofa delivery date could not be moved it was still set for 4/1/15. Today 3/19/15 I get a call that both items cannot be delivered on the given dates and will be delivered 4/4/15. Now I'm beyond upset. So after asking for a refund and having the items that were already delivered picked back up, I was transferred to customer care. Not only do customer care tell me that I can't get refunded for the items already delivered but the next delivery date is actually 4/7/15 NOT 4/4/15. As of right now I regret going to Bob's Discount Furniture to make my first furniture purchase ever. The only reason I went to this store is because my cousin who passed last year worked there and workers from Bob's furniture was (I thought) kind enough to show their respects at his funeral. I just regret ever deciding to make this purchase with the business. I'm disappointed in myself for not reading their reviews before making such a big purchase.Desired Settlement: I want compensated well for this nonsense. If not well, a full refund! Then nothing further to do with Bob's Discount Furniture. A whole month for delivery?!!???!?? I can't be bothered with a business who can't be bothered about their customers!

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

multiple deliveries and damaged product continues to cause our customer. We can

certainly understand the customer’s frustration 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 price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us. As

the retailer we do take full responsibility for the alleged behavior of the

delivery teams coming to deliver this merchandise and the lack of care our

customer cites to have received from our offices. During the initial delivery

attempt we absolutely allocated stock to our customer’s order and just as we

never anticipated failing our customer initially; we never anticipated a stock

depletion of this set from our distribution center/overseas vendor. The fact is

that when an item isn’t delivered to a customer as planned the entire process

(like a new sales order) must be started over as there is no way to guarantee the

condition of the returning merchandise or its value as a new factory fresh

product.

We are working at full capacity to get our customer the

merchandise they purchased and their account currently reflects deliveries

scheduled for 4.01.2015 & 4.07.2015. If we had any physical capability to

get this merchandise to our customer sooner, we assure the customer we would

accomplish this task.

At this time if the customer is seeking to obtain a refund on the

already delivered merchandise we are willing to work beyond our policies and

make an exception as we obviously have failed our customer in delivering

portions of each set. Should the customer wish to execute this option we ask

that they contact us in our Customer Care Offices to schedule a date for us to

retrieve the merchandise they have. Customer Care can be reached at

1800-569-1284 (Mon –Sat 6:30a -8:00p/ Sun – 10:30am – 7:00p).

Should the customer select to provide us with an opportunity to

make our failures right we look forward to the upcoming deliveries on 4.01.2015

& 4.07.2015 and any form of further apology we are able to offer will be

offered after the failures we have caused have been made right.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will agree to keep the scheduled delivery dates if I can at least get refunded for the delivery fee. Also, customer care offered me a gift card of an undisclosed amount after the completion of my delivery, would it come with the delivery guys or mailed to my house after?

Thanks for the quick response. I understand mishaps happens and I respect that your are taking some form of responsibility.

Sincerely,

Review: Let me begin with a quick overview of the months of aggravation this company has caused my boyfriend and I. We were moving into our first apartment together last July 2014. In May 2014, we decided to go furniture shopping to prepare for our move. We ended up at Bob's Discount Furniture in [redacted] and were pleased with the prices and what seemed like decent service. We bought a coffee table set and a couch and plush chair for our living room. We scheduled the delivery for the day that we moved in, July 3rd, 2014. On that day, Bob's shows up to our apartment with no couch and the wrong chair that we ordered. The only correct item they delivery was the coffee table. The delivery man told us to take the wrong chair and keep it in our apartment til the new one comes so that we have some furniture as opposed to nothing at all. After they left, we called Bob's to figure out the situation and they told us that the couch somehow never got put through their system and therefore would take another month and a half til we got our couch in the color we ordered. At this point we were fed up and decided to just cancel the entire order and get furniture somewhere else. Bob's proceeded to tell us that we could not do that since we accepted the (wrong) chair into our apartment. We explained the delivery guys told us to keep it and they said there was nothing they could do. At this point, we needed a better solution because we were not going to go a month and a half without any furniture in our apartment. Finally, Bob's said that they could get the same couches in a different color than the one we ordered in a week. We settled with that, frustrated that we weren't going to get the color we wanted but at least we only had to wait a week. The day before they are supposed to deliver our couches, they call and say that they were not going to be delivering the couch the next day because it got broken in the truck. At this point, we are very emotional and frustrated beyond words because we have been living on the floor of our apartment, after planning/shopping for furniture months in advance so that this would not be the issue. I think it was about 2 weeks later and they finally got us a couch and a chair, but we never got the color we originally ordered. We also did not get an apology or any compensation for the trouble they put us through. At that point, we were just so happy we no longer had to sit on their automated voice system that is designed to make it impossible to talk to a real person.

Fast forward to about 3 months ago. My clumsy boyfriend accidentally got a heat stain on our coffee table. When we originally bought the table we purchased their "Goof Proof Protection" plan that insures a replacement for certain spills and stains on your furniture. We decided to give it a shot, but knowing our history with Bob's we did not get our hopes up. We filed a complaint with their third party claim resolver. About a month later, we were amazed to get a letter in the mail stating that our claim had been resolved and to call Bob's Furniture to schedule the delivery of our replacement items. We honestly could not believe we even heard back from them. I call Bob's to schedule them to pick up our old table and delivery our new table. Of course, calling Bob's anytime results in frustration. The woman didn't even seem to know what the "Goof Proof Protection" plan was. After getting passed around multiple times between the KOP store and the customer service headquarters, I finally got someone to schedule the appointment for 2 weeks later. 2 weeks later I get a call, of course, saying they won't be delivering our new table the next day. After a long, emotionally draining conversation, the woman tells me she has reprocessed the order and they will be delivering it to us on April 24, 2015. The very next day after I re-rescheduled the delivery, I get a call from Bob's telling me they are outside of my apartment to pick up our old, stained table. I explained to them that they told me the table was not going to get delivered today and everything got rescheduled for April 24th. Why they would think that we would want our old table to be taken without bringing us a new table was beyond me. We would be stuck without a coffee table for a month. I refused to let them take the table and once again, began the journey of trying to get a hold of someone, anyone from their customer service that can help me. An hour and a half later, a woman at the KOP store explained that no body canceled the pick up when they rescheduled the delivery of the new table. I said fine, but I am not going to let them take my old table without having a new one. She didn't really seem to get it which I can't wrap my head around but she said she rescheduled the pick up of our old tables to occur the same day they delivery the new tables. I asked her multiple times to double check this. She even got annoyed with me because I wanted to be absolutely certain this was going to happen correctly. Now it is April 23, 2015. Our new tables are scheduled to delivery tomorrow. I call Bob's to make sure everything is in check for them to pick up the old ones and deliver the new ones, because this is what you have to do for a company as unprofessional as them. And of course, when I finally get to talk to someone, after talking with a woman who didn't even know how to use the computer system (with statements like "oh my God, oh no why do you have so many orders um, hang on let me get someone who knows how to use this") she proceeds to tell me the pick up is not scheduled and there is absolutely nothing they can do about it. So now, I have Bob's delivering a 3-pack coffee table set (if they even come) tomorrow and they are refusing to take their old set with them. In a 425 sq-ft apartment having 2 3-set tables in our apartment pretty much takes up the entire space. Now we need to figure out what to do on our own with the tables because as the woman said, it's not their fault and there's absolutely nothing they can do.

Above all, my issue with Bob's is their customer service. Putting all the mishaps and wrong furniture deliveries aside, Bob's customer service lacks any professionalism and is downright offensive. In the almost year now that I have been dealing with them, I have been hung up on, I have been talked down to, I have had a woman get very very angry with me for trying to figure out when my furniture will arrive, and I have gotten attitude almost every single time I've called. Not once has Bob's apologized to us for the emotional disturbance that have caused in our lives. I have cried my eyes out to these people and they refuse to take the blame for their actions. They love to say "there's just nothing we can do" or "all I can tell you is to call the customer service hotline" which by the way, directs your call right back to the closet store near you, making it virtually impossible to deal with. When these women give me attitude, it upsets me so much. I am the customer, I don't deserve to be talked to inappropriately for trying to figure out when our furniture we bought is going to arrive.

Between the endless amount of mistakes with our order to the unprofessional woman that work for this company, it has led me here because I have no idea what else to do. Nobody at Bob's Discount Furniture takes accountability for their actions and it needs to be heard. Look at any of their reviews online and you will find the exact same stories as the one I just told. It is unfair and very upsetting. A company like this does not deserve to stay in business.Desired Settlement: Above all, I want Bob's to take accountability for their actions. I have never been so offended by any business in my entire life. Never once have they offered any compensation whatsoever or called to follow-up. This company could care less about their customers. I want to be heard, to be appreciated, to feel like a customer should feel when spending their hard earned money at their business. They need to take accountability for that. As a graduate business student that has been involved in lots of strategic planning for companies, it is safe to say this company will never last if they don't man up and become accountable for their actions. I hope my complaint can be the first step towards that.

Business

Response:

Good Afternoon Ms.[redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs.I apologize for the multiple subpar customer and delivery related experiences, as you have described. It is shocking to think that I am the firstperson who immediately acknowledged and acceptable responsibility for theinconvenience we have caused you. Bob's Discount Furniture takes great pride inensuring that our customers are not only satisfied with their initial shoppingexperience but that the satisfaction continues as long as you possess ourfurniture.I have shared your concerns with delivery, store, warehouse and customer caremanagement to discuss ways to prevent occurrences such as yours from occurringin the future. I assure you that we are open to criticism as it relates toall areas of business operations and we will continue to implement anychange(s)necessary to improve the customer experience. Upon review of your account, I am pleased to learn, as you have mentioned that wehave addressed and resolved the sofa issue from July 2014. In regard to thegoof proof claim for the tables, delivery was successfully completed on April24, 2015. Goof proof allows you to keep the damaged item for which you filed aclaim against and give you store credit for the original purchase price. Giventhe limited space of your apartment, I understand that you would prefer torelinquish the damaged tables when the new tables are delivered. I will behappy to arrange for the tables to be picked up from your home. Bob’sDiscount Furniture truly appreciates you allowing us to be your furnitureretailer of choice. Your business is appreciated and your frustration is understood. Your feedback has allowed us anopportunity to view your experience from the customer vantage point and we areeager to address our internal disconnects. I would like to offer you a $75.00gift card since we have failed to allow you to experience the service we humblypride ourselves on; your use of the gift card will allow us another opportunityto restore your faith in our company.Thanks[redacted]

Consumer

Response:

Revdex.com & [redacted]

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 appreciate your response and although I don’t consider the

problem “resolved” I will settle the complaint with the hopes that this can be

a learning experience for your company. I believe that my complaint affects all

operations of your business and should be taken seriously to implement new

strategies and training, especially with the customer service. As a graduate

business student studying HR, hiring, training, and retaining the right talent is

the biggest investment you can make because when situations like this happen,

having employees to handle it maturely and respectfully is what will make or

break a company. If I even had one customer service representative truly

apologize and do whatever they can to fix the problem, I probably would not

have had to write this complaint. Everyone makes mistakes, things happen in the

warehouse, orders get mixed up, that’s the part that I understand. The part

that I didn’t understand is that no one tried to fix the problem, take accountability

for the problem, or truly apologize for the problem.

To address the issues on my account – I would not say that

the sofa situation ever got resolved. We never got the sofa or the chair in the

color we wanted. We order it months in advance for this reason. However we did

settle and we have couches. Our new table was delivered today and the nice

gentleman (which by the way, the delivery men have always been nice and

courteous) ended up deconstructing the old table and taking it with them, which

was what was supposed to happen in the first place. So in this case it was

resolved however, this brings us back to the customer service. The woman I

spoke with in [redacted] yesterday made it very clear that there was

absolutely no way the guys could take the old table today. I reminded her that

this is what we had scheduled to begin with and the last woman I spoke with (at

least told me) she double checked that the pick-up would occur at the same time

as the delivery. The woman I spoke with yesterday said there was absolutely no

way whatsoever that the guys would be able to take the table today. After I

said there has to be something you can do, she proceed to then get an attitude

with me and I got so frustrated with the lack of respect that I ended up having

to hang out. So what doesn’t make sense to me is that she was so certain that

they would not be able to take the table today and that there was absolutely

nothing they can do, and then the guys come today and take the old table like

it was no big deal. He even gave me the phone to speak to someone from customer

service that also made it seem like it was no big deal. Which I will also note,

the customer service rep said she had a note that we actually wanted to keep

the table, which is the complete opposite of everything that I have been trying

to accomplish with this replacement. No clue how that happened.

Anyway, the point is that there WAS something that the woman

could do yesterday when I spoke to her in KOP. They were able to take it and it

was not a big deal. Instead I got an extremely rude attitude and absolutely no

help on resolving the problem. That is the customer service issues that need to

be addressed with this company.

That being said Tiffany, I know none of this is your fault.

You have responded professionally and efficiently and I appreciate and accept

the gift card that you are offering and I hope when I decide to use it, I can

see some of these changes implemented. Above all, I hope that you can bring

these concerns to the leadership team at Bob’s Discount Furniture. I am sure

that they do not want these kinds of experiences happening in their store and I

believe that through training and development they can be resolved but they

need to be addressed instead of ignored.

Thanks so much for your help,

Sincerely,

Review: Purchased a $3500 [redacted] king mattress and power adjustable frame on May 24th and it was delivered on May 28th. We knew within the first week this bed was NOTHING like the advertised floor model in stores. We called and asked for a return because we woke up everyday with back pain. Customer Service has been EXTREMELY rude and act like robots reading off of a paragraph policy agreement (clearly they get this alot). The privacy policy clearly states you can return the mattress WITHIN 30 days (even though they are arguing that you have to wait a FULL 30 days). However, policy agreement states if you surpass 30 days you can only do a one time exchange for a different mattress. I do not want them to drag out this process so that I end up surpassing the 30 days and then they tell me I cant get a refund at all. The salesman who sold us the bed NEVER said we had to wait a full 30 days, in fact he stated "You should know within the first week if you aren't satisfied, give us a call and we can begin the return process". The only "exception" corporate has offered me is start processing the return on June 22nd (a whole 6 days prior to 30 days). I can't even imagine sleeping on this rock they call mattress for another week.Desired Settlement: I would like a pick up date established from Bobs ASAP and FULL refund (less delivery charges-which I fully understand are nonrefundable).

Business

Response:

Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to 30 days (or more) for a new mattress to conform to your body and comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. ___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a 30 Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted]. After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-14 business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receiving. Customer satisfaction with the products and service we offer is our ultimate goal.Thanks,[redacted]

Consumer

Response:

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,

Review: The delivery came on 7/25, I asked the delivery guy not to take anything out of the boxes until he reached inside my building. He did otherwise as he came up the stairs he scratched the headboard in 2 different places, I informed him right away. He acted as if it was a simple process, stating someone will come repair the scratch (later that week a technician came to say he didn’t have any tools to fix it). A few minutes later I noticed the night stand draw was damaged he then told me the vanity had a manufactures defect so he couldn’t set it up. I had faith thinking this would be resolved accordingly. I was wrong, it took over 5 tiring and disappointing deliveries and this is still unresolved. I took off 1 day each week to await the delivery. Each time someone came the item had an issue, after the 2nd delivery I asked if the items could be inspected before placing them on the truck, I was assured this would happen, obviously it did not. 8/22 the last delivery guy actually caused additional damage to the vanity while installing the mirror which is still faulty (should be noted, has several scratches and blemishes). All I deserve is a new undamaged, unscratched set as It was displayed in-store and online. Customer service told me they failed and cannot ship anymore furnitre to me. They offered me 100.00 which is horrid. The overal set was 1799 (I put 1,000 down the day of purchase), not including taxes, delivery and warranty. At this point I would love to return the entire set as it is flimsy and faulty. I would like to get my money back and deal with BOBS no more. Please assist me with this issue. Over 5 delieveries with no resolve. Thanks I can be contacted at:

###-###-#### cell

Thanks [redacted]Desired Settlement: At this point I would like to return the entire set for a full refund, I rather sleep on a mattress on the floor. I am so disappointed with this entire situation. I know for a fact I am not the only one who had issues with this set, it is a poorly made set, it’s flimsy and cheap. Take it off the showroom so others would not experience this disappointment

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustrations the multiple

deliveries and failures have caused our customer. I must admit that I am

confused by the customer’s complaint and the avenue for which she is seeking

assistance on currently. Our records indicate that as of 8.22.2015 the

merchandise from the Diva Bedroom Set was fully delivered and as of today

(9.07.2015) there are no reported concerns with the merchandise remaining.

As the customer has communicated that they are unhappy with the

quality of the bedroom set we have entered in a reselection credit on the 9 pc

set so that they can re –select to a set they find fits their standards better.

Given the status of the account and the details of this complaint I believe the

reselection credit to be an appropriate resolution offer at this time. The

customer is welcome to visit any showroom and provide this credit number –

[redacted] (within the next two months) to access their store credit funds. We will

remove the current set in the customer’s home on the same date we deliver their

new selection and as a further form of apology we will offer to cover all

delivery/pick up fees associated with this reselection.

While we remain very sorry that we continually failed our customer

a refund is not an option we can offer on merchandise that currently has no

concerns and is accepted in the home. If I am incorrect please have the

customer respond to us via this Revdex.com channel with details on which item (out the

9) is experiencing a concern and specifically what type of concern the item is experiencing

at this time. If this avenue is necessary we will respond back with new

resolution offers based off of the report the customer provides us with.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The vanity set had damages when it was delivered the last time. It was noted by the delivery person. Please check records. Apparently this company has no internal communication. In addition the delivery men also damaged the draw part of the set re installing the glass this was also pointed out to them. He told me customer service would call me in reference to it all, which did not happen. I want this relationship with Bobs to end, I will never do business with them. I also let everyone know To stay away. Again I would like to end this relationship with bobs, I would like a full refund for this set as it is still not up to standards. I paid for a new undamaged set as it was shown in store. This is not what I received. This was a treat to myself that was suppose to be positive however it has been an absolute nightmare. With the time being taken off from work and the disappointments each week. Pick up yoir set and refund what was paid. Thanks Please excuse any typos as this is via my mobile .

Sincerely,

Review: March of 2014 we purchased a couch from bobs. After a few months the springs in the seats started to pop out. I called because we had the goof proof and a manufactures warranty. they sent a tech out and he agreed we need new seats. they ordered the parts. a few weeks go by and I call for a status and they told me it would be a few months. I told them its no acceptable so they replaced the whole couch with another one. in Aug of 2014. Now the replacement couch in june 2015 is having the same issue. They send someone out and the tech agreed I need new seats. I call to check on status with the parts and they told me it will be in oct 2015. they wouldn't replace the couch again because there is no manufactures warranty and if they did that I lose my goof proof. its now oct and I still haven't seen the parts. its nothing but junk and I get the runaround with customer service. my back is starting to hurt with the springs. My kids are getting hurt because of the springs. Bobs doesn't care at all. Nothing but junk products.Desired Settlement: I would either like the parts to be expeditited or replacement of couch without loosing the goof proof that I purchased when the couch was bought.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the

disappointment this customer is experiencing with their product as well as the

delay in shipment of the replacement parts.

The ‘Goof Proof Plus’ plan is a protection plan that is

offered and managed thru two different companies. Bobs Discount Furniture and

[redacted] Protection Products partner together to provide the coverage for our

customers and there are terms and conditions (as with any other protection

program) set in place to keep resolutions fair for all consumers alike. This

customer is aware of that fact as they have also made claims for service thru

the [redacted] company. The terms and conditions of the plan are not something

one company can overturn has they are agreed to by all parties involved and

provide a sustainable amount of fairness in the marketplace.

The price paid for the plan vs. the price paid for the

merchandise is enough of a depiction as to why the plan is fulfilled when the

item has been replaced once (outside of the Bobs Discount Furniture direct warranty

period). For example this would be a full replacement on a $399.00 sofa under a

plan the customer paid $49.99 for, it is more than reasonable to expect that a

one time replacement fulfills the parameters of this plan.

We never anticipated that the part order would take this

long to arrive to our customer and we remain very sorry that the seating on

their sofa is causing so much concern. We have been reaching out to the vendor

who is shipping these seats to us and have been unable to receive an update on the

parts shipment ETA. We are still actively working on getting a response for

this and can continue to offer replacement parts as a possible option for

resolution.

We no longer carry the exact model sofa that the customer

has in the home as we now carry the ‘Maggie II’ in its place. If the customer

is looking to replace the item and forgo any further wait on the parts order we

can understand that and a store credit for the price paid on the item will have

to be entered to allow the customer to reselect to a different item.

We can make the following offer for resolution – please have

the customer review it and if they find all terms and conditions satisfactory

we will create the credit upon receiving their ‘satisfied’ response via Revdex.com. They can expect their credit to be active approximately

3 days after the response is sent.

Reselection Option for Resolution:

Price

paid for the sofa = $399.00, we will enter a store credit for this amount (**

State Law does not allow original taxes to be credited after an item has been

in the home over 120 days).

Once

the credit is entered, the customer can visit any Bobs Discount Furniture

Showroom and provide their sales person with their credit number and select a

different item that may suit their quality expectations better.

We will

expect to remove the current sofa they maintain in the home on the same date we

deliver the new item and we will cover the cost of delivering the new

merchandise selected as a courtesy.

As an

additional courtesy we will also put the original monies paid for the five year

protection plan onto the store credit, in all fairness this replacement should

fulfill the protection plan however we understand the inconvenience the

extended wait on parts has caused our customer and will agree to add this

credit out of the extreme care we display for our customers.

IN ACCEPTING THIS OFFER OF

COURTESY (CREDIT FOR PLAN): the consumer should understand that they are

agreeing that this is being done as a courtesy and for all future occurrences

of claim they are agreeing to follow the terms and conditions set forth under

the Goof Proof Plus Plan.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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 accept the 399.99 credit, plus no delivery charge and 49.99 goof proof credit.

Sincerely,

Review: I have repeatedly contacted Bobs Discount furniture, and I have had the same style furniture delivered multiple times. The quality is atrocious, When I was told to choose another style, I was told I would be charged a fee for the pieces I didn't complain about. I took pictures of the pieces I didn't complain about with envelopes in in between seams to show the poor fit and finish on them too.

I was told the style I have is no longer available.

I am sadly disappointed that they stopped returning my e-mails and it has come to this.

This was there best furniture line.Desired Settlement: Ideally I want a refund of my $4102.76.

Otherwise I would like to exchange it for a full Bedroom set of the same cost. Without any cost to me.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies to our customer for the disappointment and inconvenience the

furniture and multiple delivery occurrences have caused them to experience.

The bedroom furniture from the ‘[redacted]’ (which is the only

furniture from this purchase that we have disappointed our customer with) was

purchased for a total of $2,199.00. As of right now we have agreed to give the

customer a merchandise credit for reselection of $2,155.04. Based on what the

customer has dealt with from us we have also agreed to cover any delivery fee

associated with their reselected sale.

We have now upgraded the credit to the price originally paid to us

($2,199.00) and I apologize again to our customer that this minimal difference

in price seemed so unreasonable to our agents initially working with him.

With that being done, the customer is welcome to visit our

showroom to make their reselection at any point in time prior to 2.05.2016. If

the customer selects more merchandise than their credit allows it is realistic

to acknowledge that yes, as a business we would expect the customer to pay the

additional monies associated with the additional upcharge in merchandise. As a

retailer we can provide the customer with store credit based on the price paid

to us and cover the delivery fee however we are unable to provide credit

coverage on funds that weren’t originally paid to us from the original bedroom

furniture.

Should the customer wish to discuss any alternate options further

please ask that they submit the photos they have referenced to the Revdex.com and I will

review these photos to determine if our business can make any other offers.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.

Sincerely,

Andrew K[redacted]

Review: I replaced a sofa bed on May 12 2015 as well as the guardian protection plan. In November 2015, I called Bobs Furniture and informed them that in trying to fold the bed up, the frame had broken. They sent a representative to inspect the damage and it was determined that it was not a matter for the company but would be taken care of by the guardian protection plan since it was not a factory defect. I called guardian, informed them of the damage, they asked for photos and assigned a claim number ([redacted] I sent photos on November 24, 2015, received an email on December 4, 2015 acknowledging the receipt of photos and they would contact me within the next 5 business days. Didnt hear from guardian in 2 weeks so I contacted them by phone and was told they would not be taking care of the damage, but the store where I purchased the sofa bed from should take care of the damage because there was every reason to believe that the sofa bed should have folded without breaking. I told them that I had already tried to resolve the matter with the store. Guardian checked with the store and was told they would not take care of the damage. I need the sofa replaced or a refund. This furniture serves no purpose. I can't fold it to sit on and I can't sleep on it because there is no support because the mattress sags in the middle. I purchased this particular sofa bed because the salesperson said it was quite sturdy and was better than the one I replaced. I am a senior citizen and I need support when I sit so I won't have difficulty arising. I also need support so that I can get out of the bed. I cannot use this furniture in its present condition and it is taking up the majority of space in my room; therefore I can't use that room. I'm puzzled that I was told that the store nor guardian could help me with this matter. I was told by the salesperson that I should purchase the protection plan for "oops" situations.Desired Settlement: I think the furniture should be replaced or my money refunded.

Business

Response:

Good Morning [redacted]

My name is Tracy S[redacted] and I work for Bobs Discount Furniture as

a Corporate Customer Care Liaison. I feel terrible and extremely embarrassed

after reading about your experience with us. I don't blame you for being very upset with us and on

behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this

entire ordeal has been for you and while I know this is your Bobs experience I assure

you that we would not be continuing to grow if all our customers were met with

so much disappointment during such an important purchase.

We value

each and every customer’s purchase whether it is constructed from a small or

large monetary amount and recognize everyday that our customers are the most

important part of our business. We have built our business one customer at a

time with core values like diversity, community, and integrity. We offer so

many different purchasing options to every consumer so that we may have the

opportunity to serve all customers alike with the brand we believe in; we do

not value one purchasing option more than another.

I truly

wish there was a way I could undo what has been done and I apologize again for

the appalling impression you have been left with of our company. You have our

pledge to maintain the quality of all our customer interactions at every level

and we truly thank you for reporting these incidents to us.

I

completely agree that this issue should have been taken care of right away for

you. I am sorry that you had to go to

the extent of having to submit a complaint, for something that is absolutely

our responsibility to rectify on your behalf.

I have set

up for a new mechanism for your sleeper.

Because this is coming directly from the manufacturer it may take up to

one month, and again I am sorry for this, if it had been ordered right away, it

would already be assembled for you.

We apologize again for the impact our failures have had on your

valuable time and thank you for bringing the coaching concerns we have to our

direct attention.

Kindest Regards,

Tracy S[redacted]

Bob’s Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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,

Review: We purchased a couch from Bob's Discount Furniture, and our sales person was Salah Malik. $3,072 which included a good proof warranty for $249.99. At the time of the sale, the sales person told us that no matter what the damage was to the couch, it would be covered under this warranty. He said "if the dog chews a hole in the couch, it's covered" Now we are having minor issues with the couch, and the warranty company, which is third party won't even send a representative to look at the damage. We spoke with a supervisor at Bob's, Jean, and she agreed to send out one of their representatives to look at the damage. The person came out and said there is nothing that can be repaired. He said the couch was well kept except for these defects, and he said they needed to be replaced. He put me on the phone with a representative who told me that I was pretty much out of luck. I asked for a supervisor and they transfered me to a busy signal. Her name was Tamra. I also asked the representative that came out to the house for a copy of the paperwork, and he disappeared while I was on the phone with Bob's.

Product_Or_Service: Sectional Leather Couch

Order_Number: 1822565

Desired Settlement: I would be happy with either a replacement of the damaged unit (just the back would be sufficient) or I would like to be reimbursed for the warranty that was sold to me under false pretenses. I would like to add, my parents are going through the same problem with a different Bob's store who's representative told them the same thing, "everything is covered with goof proof." They are misleading potential buyers into this protection plan that basically only covers spills, and not "everything"

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if the goof proof plan was misrepresented at the point of sale.

Goof proof provides coverage against most in home accidental damage for a period of five years; The most common damage that is not covered is damage resulting from the teeth, beak or claws of an animal. Based upon the service report provided by our technician on March 27th, the scratches on the recliners, corner unit and console appear to be the direct result of animal damage.

If you prefer, we can cancel the goof proof plan and issue a partial refund in the amount of $200.00. The only replacement parts available are the seat casings however, according to the service report the back panels are also scratched.

I would recommend keeping the goof proof plan however, if you are dissatisfied you may cancel it for a $200.00 refund. I have also shared your comments with the store manager regarding the alleged representation of the plan.

Consumer Response /* (3000, 8, 2013/04/02) */

Is there any way we can purchase the upper portion of the armless recliner? The rips in the back are from the dog, which, we were told were covered at the time of sale, but the foam of the upper cushion has also settled leaving a sagged look and the leather is discolored too. It really looks bad. The representative that came out said we could replace just the back. Who can we contact for that?

Business Response /* (4000, 10, 2013/04/08) */

Unfortunately, the only parts we are able to order are the seat cushions.

Consumer Response /* (4200, 17, 2013/05/22) */

I would like to reopen the case as Bob's has not made good kn their offer to pay me $200 as we agreed to settle the case.

Business Response /* (4000, 19, 2013/05/23) */

I apologize for the delay. A refund check will be mailed from our Corporate office on 5/24/13; You can expect to receive it within 7-10 business days.

Review: I purchased nearly $5,000 merchandise from this store and was sold Goof Proof by the store stating that it will cover any accidental protection. Six months after purchasing my dining table there were marks that were 4-5 inches in length. Bobs came to my house to look at it and said to go through my Goof proof and after speaking to goof they are telling me they won't cover it. When I purchased my furniture from store I was never told that it was had to be 1 single incident and was told they would cover anything. Now nearly 9 months since my purchase the marks have gotten worse showing the poor quality of their products. They sell goof proof that does not cover anything and speaking to the company's services they sold me at check-out they will not do anything for me either. This is bait and switch - the sales person sold me the additional goof proof and didn't tell me what the terms and conditions were. I paid my money to Bobs and the sales receipt or contract according to Bobs customer care never stated that it had to be from single occurrence. I am told that they will not fix it because it is not from a single occurrence. In additional the customer service rep told that if I call the goof proof company I can only give them 1 item at a time. This information is never conveyed when the sale is made. I do not understand what the difference is if I call about 1 item or multiple items. It is a dining table people eat on the table and it should not be this cheap that not even 1 year into the product, the table is beginning to show its true defects. I want a replacement table or this table fixed!

Product_Or_Service: May 6, 2012

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want my dining room table replaced. This is not how you do business. You claim that your products are the same as other companies but the quality is a lot cheaper and the true defects begin to show a few months after purchasing the product.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as the terms of the goof proof plan. I apologize the merchandise and goof proof plan have failed to meet your expectations.

Guardian provides coverage against most in home accidental damage.At the point of sale the sales associate will briefly explain the key point of the goof proof plan and once the sale is complete you are given a goof proof kit and inside is a detailed copy of the plan inclusions and exclusions.

Food and beverage stains are covered under the plan however, each reported claim must result from a single incident thus giving Guardian the opportunity to clean the area as opposed to an accumulation of stains. Bob's Discount Furniture does not the ability to overturn a denied claim however, we value your business, please forward 2-3 pictures of the damage as well as the overall condition of the table, I will review them and followup with you with possible options for recourse. Pictures can be forwarded to [redacted].com.

Consumer Response /* (3000, 9, 2013/07/29) */

Email sent to Bobs representative per the email:

Hi [redacted],

This email is in regards to Revdex.com case/complaint #: XXXXXXXX. I received your response and wanted to provide you with the pictures from the table.

Please see attached. Nothing was placed on the other than food platters and plates. There is no reason for the table to have this marks after only several months of purchasing the product. I have been very loyal to Bobs and have purchase a lot of my furniture and intend to purchase more but seeing this and the run around I received makes me very disappointed. The overall condition of the table is very good except this big marks on the table. When I purchase goof proof the sales person never mentioned anything to me other than showing me the 1 sheet hand out which said that gouge marks are protected.

Please let me know what the next steps are.

Thank you,

Business Response /* (4000, 11, 2013/07/30) */

This issue was resolved on, 7/29/13...

Good Morning [redacted],

Thank you for providing the pictures. As a courtesy we will exchange the table however, we will cancel the goof proof warranty on the table top.

Delivery/pick up is only available any day 8/6, 8/7, 8/8 or 8/9- please let me know which day of the week you works best for you.

Review: I ordered a couch cushion from Bob's Discount Furniture phone line on May 15th, 2013. Money was taken from my account on May 22nd, 2013. I was told the order would arrive in 6-8 weeks. After 8 weeks of not receiving my item I contacted Bob's I was told it would take another 6-8 weeks, upon further investigation, two different representatives confirmed that the wrong order was initially placed, and that it would take at least an additional 6-8 weeks. The last I heard from anyone at Bob's was the first week of August when I was told "my item would be shipped via crate on August 20th, 2013." I have called and left several messages with two different representatives (names available if necessary), inquiring about the order status, but have heard nothing back for the past 4 weeks. Bottom line, my money was taken on May 22nd, 2013, and it is now September 3rd, 2013 and I still do not have my product.

Product_Or_Service: Couch cushion for [redacted] CouchDesired Settlement: Due to the frequent errors on Bob's part, I would like to receive my item free of charge, and receive a credit voucher.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay.

I understand that you have been in contact with one of our customer care supervisors and have been offered a refund of the part ordered, once received.

The parts shipped from the manufacturer the week of 8/20/13 and I expect that you will receive them in the coming weeks, although the supervisor is working closely with the manufacturer and our parts department to expedite the process.

Your patience is appreciated and we apologize for the inconvenience.

Review: I purchased a bed set, 2 dressers, a mirror, and table and chairs from bobs. When I purchased it the salesman said the bed would be a platform bed. Upon arrival of the bed it had slats. Since I started sleeping on the bed it has sagged in the middle. In november bobs replaced the mattress stating that the mattress was defective. Even after replacing the mattress the new mattress sages in the middle, then a middle support leg broke off the bed. I called bobs and the tech once again came out and said the mattress is defective. The tech said they would replace the mattress and the leg. The mattress is not the issues. Its the fact that the bed has slats and is not platform. I called several times to bobs and they state they have no recollection of my previous calls. They stated they would call back and never did. I was promised a 4" foundation free by [redacted] and then told they had no notes on that. I just want my bed either fixed or a refund. I am sick of sleeping in the grand canyon.Desired Settlement: I just want my bed either fixed or a refund. I am sick of sleeping in the grand canyon.

Business

Response:

Good Morning [redacted],

I am so sorry that we have not been able to get your concern with

your bed corrected. We do understand how frustrating problems with your

sleeping surface are I and assure you that we truly care about every one of our

customers at Bobs Discount Furniture.

Our records reflect that the last technician to visit your home on

1.09.2014 reported the slats (the railings that lay horizontally under your

mattress) are sagging inward because one of the support legs had been cracked.

Currently your account indicates that we are ordering you a new support leg and

the original support leg cracking was caused from you moving your bed around

the room. I reassure you, as your salesperson did, that this bed can be used

without a foundation. It is a type of platform bed, and is built with the same

guidelines as a ‘bunk bed’ where the mattress sits directly on slats. I

apologize again if there was any miscommunication on our part however no one

has the ability to provide our customer’s merchandise free of charge. From my

level I can certainly look further into whom the agents are that you have

spoken with and I will ensure that we take every coaching opportunity available

to us. By ordering you a new support leg we are doing everything we can to

correct the current concern you are experiencing.

As we pride ourselves on providing the best care possible to our

customer’s we do have another option for resolution that may interest you. While

I sincerely understand your discomfort with the bed you have, you are not experiencing

any manufacturing defects which makes our possible options for resolution

limited. Instead of getting the new support leg, we can offer to provide you a

store credit so you can visit our showroom and select another bed (Headboard,

Footboard, and Rails) that may better suit your needs better. We would be able

to offer you the reselection credit on your bed only and not the other products

from your bedroom set. You can use the credit of $416.86 towards purchasing a

bed of less cost and buying a foundation to go under your mattress if you’d

like. If you should choose to accept this option we will also remove the

current bed from your home and deliver/assemble the new merchandise you select

at no cost to you.

I’m so sorry again that you are having this concern with your

product from Bobs Discount Furniture. It is never our intention to inconvenience

our valued customers. Please respond to me and let me know if you would like

this alternate option for resolution and I will process the credit for you in

our system.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] offered a refund for the bed. Ill keep the mattress but at this point honestly Ive lost faith in the customer service. I would prefer to return the bed and get a refund for it and figure something else out. Its a nice looking bed but lacks quality. Please let me know how we can proceed with a return / refund as offered by [redacted].