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 sofa and love seat from Bob's Discount Furniture in August 2012. Now, just three years later, each of the three sofa cushions has multiple springs sticking up. The couch is unbearable to sit on. The springs are sharp and it is painful to sit on. I called Bob's looking for replacement cushions. The customer service informed me that this particular model couch is discontinued but I could still purchase the cushions for 50 dollars a cushion. I don't understand why I should have to pay any money for replacement cushions of a discontinued couch that is defective. No matter what, a couch shouldn't break this soon, especially in a way that is painful to sit on. The company was not willing to help me out in this situation and wanted me to pay a total of 150 dollars for their defective, discontinued furniture. I would like the cushions at no extra cost, or I would like to pick out a new sofa to exchange it with.Desired Settlement: I would like the three couch cushions at no cost since exact couch is discontinued. Or, I would like to pick a whole different couch all together to exchange it with.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the customer’s disappointment

in their set.

The customer’s merchandise is far past any warranty our

business communicated via the original sales invoice and while we stand behind

the quality of our product we do reserve the right to view the merchandise

before assessing what courtesy options may

be available for resolution.

Merchandise from any retailer is continually discontinued for several reasons

and most of these reasons have nothing to do with the item’s wear pattern. This

set was delivered over three years ago and in order to keep up with changing

trends and home fashion most of our sets have been changed within the past

three years.

Please ask the customer to submit photos of their

merchandise (to the Revdex.com) so we can assess the overall quality and condition of

the items, if there are no signs of use beyond normal wear and tear we will

respond with what courtesy options we may

have to offer for recourse.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: September 15, 2015

To Whom it May Concern:

Can someone be an advocate for the elderly?! This is being submitted to solicit help in settling my bill with [redacted] National Bank. In August of 2014, I purchased approximately 5000 worth of furniture from Bob’s furniture in [redacted], **. I recently moved into a senior citizens community ; and had to purchase new bedding and recliners due to my health. My salesperson advised that if I pay all by September, that I would owe no interest. I am on a fixed income as a senior and managed to send the funds each month to pay off this furniture. I have never been late. In August, I received a bill saying my minimum payment was 167.46; so I paid it. In essence, this should have been my final bill. Instead of boldly printing that I owed 289.70 to finalize my purchase, [redacted] sent me a minimum payment bill. I knew that the furniture was almost paid off, but did not know when specifically. Someone told me that creditors don’t even count debt when its 10 months or less; so why did [redacted] send me a minimum payment and not a final payment bill? On September 15, I received a bill saying that I owe [redacted], 943.35 for deferred interest . They tell me because I sent 167.46, instead of 289.70 that they are going to charge me a years worth of interest. I immediately called [redacted] and talked to several people about my account. I offered to pay them the 122.44 I owe them and maybe a late charge; but they charged me another 943.35 of interest. Thet [redacted] rep on the phone told me that I needed to pay, because that’s how they make their money. He told me that they don’t make any money off those deals. Please, help me. I am sending the bills for the last two months. The print is small regarding the special terms. ..and I don’t want anybody else to suffer. I am requesting a credit back to my account for a years worth of interest and I want my account closed. . They are threatening to put this on my credit report. [redacted] is going to charge me 27.99 in monthly interest! This senior citizen needs help! –[redacted]Desired Settlement: 12 months of interest refunded

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any confusion in purchasing

agreement that may have occurred at the time of sale.

[redacted] has communicated to us today (9.29.2015) that

they have already offered to

waive all the interest for the customer if he pays the principle balance of

$122.24.

At this time

we would consider this concern closed. Please have the customer let us know if

there is anything else we can assist with.

Kindest

Regards,

Stephanie

G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased Bob's 5 year Goof Proof protection plan, I immediately filed a claim the day stains were made to both my couch and sofa. I was informed by Bob's 24 hours later that they could NOT cover it as they deemed it cumulative. The stains are NOT cumulative! It was from yogurt that my kids had and the policy CLEARLY stated "accidental stains caused by ANY food or beverage normal consumed by humans; mold and mildew stains caused by food and beverage spills; stains caused by human or pet bodily fluids" I sent pictures to Bobs and explained it was from my children spilling something THAT very day on the couches. PS- my children each sit on different couches. My contact also does NOT state anything about cumulative damage and I explained that to the goof proof people and they said I wasn't reading the correct contract, that it was the one they sent me. Well, I have my original in print and it didn't state anything about cumulative damage. Doesn't matter anyway, this was NOT cumulative! It was damage that occurred that day I called (9-3-2014)Desired Settlement: I request that either the two sofas be cleaned or that I be refunded the full $99 I paid for the protection plan.

Mu warranty number is [redacted]. The claim/reference number was [redacted]

Business

Response:

Good Morning Revdex.com,

I have researched this account and reviewed the claim/photos

of these items as submitted to [redacted].

Please pass on our apologies to the customer for the disappointment

she has experienced with the [redacted] company. As we are a separate organization

all together I have reached out to our customer via telephone today (9.25.2015)

and left her a message with my direct phone number for contact back

(###-###-####). I would like to discuss the option we have available for

resolution directly with our customer and look forward to speaking with her

when she able to return my call.

Thank You,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: Purchased from [redacted], ** store. No problems with sales experience. Total level of service from delivery, repair, and customer care personnel was unacceptable. Delivery #1 (8/27/2014) - sales rep offered me early morning delivery window (6:30 to 9am) which I accepted. Automated system called 2 days before delivery - stated window was 1:41 to 4:41 pm. I called customer service who worked to correct the problem - stated that I would receive another automated call during the evening with the correct time. The automated call I received later on still had the incorrect time. I called customer service again who stated that it was already corrected but the automated system had not yet caught up to the change. On the morning of the delivery, their automated system still stated an afternoon delivery, and that's when it arrived. I also did not receive a call prior to the delivery personnel arriving at my property. (Upon complaint to customer care today, they stated that I would've had to request a call in advance - this was not conveyed to me when I set up the delivery). The delivery personnel damaged the paint on the entrance to my living room. The price of the repair to that was negligible - I already had the paint and sandpaper. However it should never have happened in the first place - they could have avoided forcing the furniture piece into the room and causing damage if they took their time and thought about it. I documented this when I signed for the furniture. The coffee (cocktail) table was missing a thread insert on one of the legs, so the delivery personnel called and scheduled a repair. I witnessed the delivery personnel tell the customer service rep on the phone that it was only missing an insert. After the delivery personnel left (in a hurry) I discovered that the end tables were wobbly, so I called and had that added to the repair service call. I received an automated call for a customer survey and gave appropriately low ratings and left a message stating my complaints. Delivery #2 (9/3/2014) - They left some trash (packing materials) scattered in my driveway and yard, but otherwise this delivery occurred without incident. This time they called ahead to say that they were 25 minutes away. Repair (9/4/2014) - I was given a 3 to 5 pm repair window, and since I could not take any more time off from work I instead watched the online tracker all day, as my home is only 5 minutes away from work (I planned on going home when the estimated time was 15 minutes away). As the afternoon went on the estimated time became later and later, to the point that it was estimated as 8:24 pm. At 3:38 pm I received a call that the repair personnel was at my home, which was again without a call ahead (see response from customer care in Delivery #1 statement) and 5 hours different than the online tracker. In addition to all of this, the repair person was completely unprepared, as he did not have the part available to repair my coffee table. As referenced in my Delivery #1 statement, the delivery personnel told customer service exactly what was missing on the coffee table, so there is no reason why the repair person should not have been prepared. The repair person called customer service to schedule a replacement, to which I told customer service that they would not waste any more of my time. They apologized but then put me on hold for over 10 minutes. I stated that I would only accept picking up a replacement on my own time. The customer service person stated they were still waiting for approval and offered me no information about the pick up. After not hearing anything for a few days - I sent an email on the Bob's Discount Furniture website ([redacted]) stating that I had received unacceptable service and requested that they refund my delivery fee ($229.99) and refund the coffee table ($249) due to my repeated inconvenience. The website stated that I would receive a response within 48 hours but I did not hear from them at all. I received a call from the [redacted] store on Thursday 9/11 and Today 9/15 stating that my replacement coffee table was available for pick up. I called back and made all of my complaints known, and was transferred to the customer service department (after they first hung up on me). Spoke with [redacted] (sp?) who stated that they did not give refunds, I asked for a manager and was put on hold for 5 minutes. The manager I spoke to was [redacted], who reiterated that they did not give refunds. I replied that I was inconvenienced multiple times, and I deserved to be compensated via refund. She stated that I would be compensated (but did not specify how) and I requested that at least my delivery fee be refunded for my inconvenience. She stated they could not do that because the delivery fee was for more than my delivery; it covered ces for five years. None of this was conveyed to me when I purchased the furniture and I was given nothing in writing stating that the delivery fee was for other things, meaning they are misrepresenting the fee with the name "delivery fee". I stated to [redacted] who again stated that I would be compensated but she wouldn't specify how, so I said that I would be speaking with the Revdex.com and that if she could not help me then I would be hanging up.Desired Settlement: Refund in cash or on credit account for $229.99 delivery fee, and return and refund of "[redacted] Coffee Table" (cocktail table) for $249.

Business

Response:

Good Morning Revdex.com,

I have

contacted [redacted] today (9.16.2014) at the telephone number he has provided

within this complaint and left him a voicemail containing my direct contact

information (telephone number and email address). I am very sorry for the

frustrations [redacted] has endured based off of our continued failures and seek

the opportunity to work with him directly so I may ensure that he receives the

proper amount of care and empathy he should have initially been presented with.

I

eagerly await [redacted] contact as I genuinely wish to help him resolve his

concerns and earn his trust back in our business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: Ordered and purchased 4 red leather chairs on 12/19/15 - [redacted] I am yet to receive my chairs and every time I call to inquire, I have been given different dates for availability which amounted to a call from Bob's to notify me the chairs are not available and have been given a possible window of mid February.....

I am yet to speak with a manager regarding this issue despite numerous requests to speak with a manager who is never on site.... Who I am told will call me back within 48 hours and yet.... I have not received any calls back from a manager to date... I did mention this order was placed on 12/19/15 and we are about to enter February.....

What is the issue?Desired Settlement: I WOULD APPRECIATE CONFIRMATION FROM A MANAGER THAT MY CHAIRS WHICH I PAID FOR WILL BE AVAILABLE AND DELIVERED TO ME BY NO LATER THAN 2/7/16 AND THAT THE DELIVERY BE WAIVED OTHERWISE I WANT A FULL REFUND.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the delivery experience caused our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after the completion

of their delivery.

Bob’s prides itself on providing quality service and the best

value product for the 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. While it is not normal procedure to so we do recognize that

we have failed our customer and we are willing to make an exception in this

case to work above our normal compensation guidelines and policies.

We will honor the customer’s request for a refund of the delivery

fee ($39.99) as a final form of our apology. Please advise the customer that

all paperwork needed for this transaction has been entered from our end and

action is required from the customer at this time.

I have listed the steps below for the customer to follow in order

to get the initial processing of this refund completed. We highly suggest the

customer complete these steps as soon as possible so that the refund process is

expedited quickly on their behalf.

Review: I bought a couch which was supposed to be leather that is now completely falling apart. we have no animals and wear no shoes in the house yet the material of this couch is every where. My daughter has ate and chocked on this couch . It is in every room of the house it gets into the food we eat. I called them for 2 weeks trying to figure a solution, I paid $1100.00 for this couch and they want to take it and credit me only $370.00. My child was chocking on this couch and that is all that they can do. This is unfair to the buyer if I knew the material sold was no good I would have invested in another couch.Desired Settlement: I want a replacement not the same couch and something to be done in the matter that my 2 year old choked do to this couch.

Business

Response:

Good Morning Revdex.com,

I spoke with our customer yesterday (8.27.2014) and made an

agreement on an option for resolution. Our customer will be visiting our

showroom to select a new set with a credit that we have provided her as a

courtesy. We are deeply sorry for any feelings of frustration and alarm our

customer’s product has caused and are grateful for our customer’s willingness

to work with us in settling on a fair option for recourse.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

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: 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: We ordered a living room set on 2/12/14 and a mattress set on 12/7/13 through the Bob's in [redacted]. When we received delivery of our living room set the love seat was obviously used, the bottom fabric had a huge tear and there were no holes in the bottom of the love seat to attach the legs. After contacting the the store, we were told to expect delivery of a new love seat the following Monday(a full week later). The next day the frame holding up our bed that we had just purchased in December snapped.When we checked it was very obvious that the frame was too small for our queen sized mattress. We called the store to let them know and we were told that a new frame would be delivered along with the loveseat. Day of second delivery was a complete nightmare. One of the delivery drivers took it upon himself to drill a metal screw through the plastic leg of the loveseat effectively damaging it. On top of that the new frame that was delivered was the same exact size of the original one which was not going to work. After alot of back and forth with the store and customer service we received yet another delivery date for another loveseat and another frame for a week later. Our mattress was on the floor for two weeks. Now today was delivery date number three. the loveseat was finally a brand new one with no damage but we're still having issues with the frame. This time both delivery drivers looked at the box-springs and told us that our box-springs were the wrong size. We now have yet another delivery date for 5 days from now and don't dare to put our mattress on the frame in fear that it will snap again. So our mattress will be on the floor yet again. This has been a nightmare! All we have heard are alot of I'm sorry's but nothing else. I will never shop at Bob's again. Not worth the frustration. It's a shame too. We purchased furniture from Bob's 3 years ago and had a wonderful experience, this time it's been the total opposite. Never again...Desired Settlement: I am requesting either a refund of delivery fees or other acceptable compensation.

Business

Response:

Good

Morning Revdex.com,

Please

give this customer my apologies for the failures that she has endured during

her purchase with us. I can certainly understand the customer’s disappointment and

we assure her that we care very much about satisfying our customers in the

event any failure occurs.

This

customer purchased through the ‘Acceptance Now’ lease to own program we offer

and while I acknowledge this customer’s aggravation and agree that compensation

is deserved we are unable to offer a monetary refund based on the fact that

this customer is not paying Bobs Discount Furniture for her merchandise. [redacted]

has paid and is paying directly to ‘Acceptance Now’ for the furniture she has.

We

do not deliver used furniture to our customers and again we apologize that our

customer received product with cosmetic and factory defect concerns. At this

time we are able to offer this customer a Bobs Discount Furniture Gift Card for

$100.00 as a form of apology for the inconvenience she has experienced as a

result of our failures. We have many cash and carry items available in our

stores for well under $100.00 so this customer can have an actual item or

item(s) of her choice from us as our apology.

Please

let me know if our customer is accepting of this offer and I will start the

process to mail her out this valuable offer of compensation.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought the [redacted] sofa and love seat. The love seat began deteriorating pretty much within a few months and is completely damaged at this point. The arm is detaching from the seats and it is falling to the ground. The seat cushion foam is disappearing and the springs are coming through. I called customer care and they in turn sent over a mn technician who deemed the damage to be an "accident" and not a manufacturer defect. It is clearly a defect but they refused to help me and refused to send another technician to see if the first one was out of his mind. They couldn't explain to me how an accident can cause seat cushions to lose their foam except for the stupid reason that my family is sitting down too hard. They are the worst people to deal with. I had the Goof Proof warranty that has all kind of runaround wording so in the end they don't have to do a thing for you. Their furniture is the worst quality and then they don't stand behind it. Bob's should be out of business and I will never buy another thing from them. Horrible company, horrible furniture, horrible customer care!!!!!Desired Settlement: The love seat that clearly was made like crap, should at least be replaced as good faith. Even though I don't want another thing from this horrid company, I should not of had to pay for something that isn't going to stand up to what it is suppose to be used for....and that's to sit on it!!!!

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for the level of frustration

we have caused them to feel.

We certainly want to make sure our customer’s concerns are handled

fairly and adequately under the terms of their purchased protection plan. I

have reached out to [redacted] via telephone today and provided her with my direct

contact information (phone number) for further follow up.

If it pleases [redacted] to communicate thru email instead of phone I can

also be reached via [redacted]

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: My husband and I purchased a new living room set and on the day of delivery (12-30-15) the loveseat was delivered defective. The thread and screws to hold the legs on were completely missing. After numerous calls to customer service we were told we would have to wait over a week until 01-07-16 for someone to come and supposedly fix the issue. The delivery people stated this had happened on more than one of their stops today which leads me to question if this company knowingly sells defective and low quality merchandise. I find their business practices deplorable and the customer service horrendous.Desired Settlement: I would like a credit to our bill since we paid for new non defective merchandise and received a subpar product and are made to keep it until some time in the future when they can fit it in to fix what never should have been broken in the first place. I also have to clear another day to sit and wait for them to fix their error which is an added inconvenience.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

multiple appointments 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.

Our records indicate that we delivered (7) items to this customer

on 12.30.2015 with the loveseat having only this reported concern of missing

hardware. To say that we deliberately deliver our customer’s damaged product is

slanderous and a gross exaggeration in comparison to the success level of the nearly

4,000 deliveries a day that we are routed out for. I also checked the delivery stop

records for the team associated with this customer’s stop and I was unable to

locate any occurrence of missing hardware on the eight previous stops they

completed before arriving to this customer’s residence (or even the four stops

that occurred after this customer). The report of the team’s lack of

professionalism and ownership will be addressed internally as this type of

behavior being displayed seems to have escalated the disappointment the

customer is certainly entitled to feel. We are a business and regardless of the

specific level that failed, we are all expected to take responsibility for our

customer’s concern.

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 have taken full responsibility for the

damages that may have occurred at the factory overseas during the building

process and we have set up a resolution that follows the business practices

that we visibly outlined to our customer during their time of purchase (see

sales invoice – Service Policy).

We are very sorry that this issue

occurred and we never anticipated letting our customer down, we currently have

a service scheduled (1.07.2016) to rectify this concern. Should the customer

require a special request (I.E. - time frame request or a specific date

request) we are open to submitting this request to our routing department so

the new appointment may have less of an impact on their current schedule.

At this time we are looking forward to completely resolving this customer’s

concern on 1.7.2016 and should the customer still be seeking an apology amount

from us they will be able to speak with our Customer Care Office prior to the

technician leaving their residence on 1.7.2016. We will review the account and

at that time and determine what, if anything, further we are able to offer.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This company basically admitted their error and while they apologize for it, I still have to keep damaged goods until they deem an appropriate time to come fix it. This is horrendous consumer service and obviously once they make the sale they could care less about the customer and the quality of product given. I'm inconvenienced to wait around for them to fix their mistake and I get the privilege of paying for it.....great company. They wouldn't like waiting until I deemed it appropriate to pay my bill but they can treat my business and satisfaction as unimportant and I can wait around again on them.

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: I placed an order with Bobs that was delivered on December 20th. When the products were received several of the pieces were dam`aged. I contacted customer service and I was told that they would schedule me for redelivery of the damaged items . The second delivery had damaged items as well which led to a 3rd delivery. On the third delivery I noticed there was damage to my box spring as well. I contacted customer service and I am now scheduled to have a forth delivery. I called and spoke to the customer service department in reference to my overall experience and my frustration. I inquired about compensation and the company offered me very little. The refunded the delivery fee and gave me a $100 gift card that can only be spent in their store. I don't feel that the compensation makes up for all that I went through. I also question whether or not my purchases we new. I feel like this company is taking advantage of me and I don't appreciate it at all. I really hope there is something you can do to help. I have pictures of every damages item if you need it. Thank you for your help in advance.Desired Settlement: I would like to receive a partial refund by check or credited to my account. I will not accept anything under $1000.00. I missed several days of work being available for the deliveries. That doesn't include the time spent on the phone trying to resolve my issues. I will never shop at Bobs again!

Business

Response:

Good Day 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. We do not deliver “used” product

under the pretense that the product is new and as the retailer we have taken

full responsibility for the damages that may have occurred at the factory

overseas or during the extensive transit the merchandise endures prior to

arriving to our customer.

We have resolved the majority of the

original product concerns and delivered the customer the majority of their merchandise

originally expected in good condition. While it is far beyond our normal policies

to do so, we addressed this customer’s high level of aggravation by offering a

further form of apology right away (two days after the original delivery) of

monetary means. As indicated above our business normally seeks to make the

concern right (honoring our original agreement with the consumer) before

providing a further form of apology. As the issues occurred with the delivery

we refunded the delivery fee charged. Again on 12.30.2014 we offered another

apology in the form of a Bobs Discount Furniture Gift Card prior to the

concerns being fully resolved.

We currently have an even exchange

scheduled for the foundation on 1.17.2015 to resolve the remaining cosmetic

concern with this merchandise.

We have continued as a business to address

this individual’s concern the moment it is presented to us and work out of our

normal guidelines because we realize the level of dissatisfaction this consumer

is emulating as a result of our failures. Once the foundation has been

exchanged any additional accommodation we feel adequate to offer to the

customer is a form of our apology and at our internal discretion. We do not

offer apology amounts based off of any individual’s time and we are unable to

offer a discount off of factory fresh product that stands in the home in good

condition.

At this time we are looking forward to completely

resolving this customer’s concern on 1.17.2015 and should the customer still be

seeking a further apology amount from us they will be able to speak with our

Customer Care Office prior to the delivery team leaving their residence on

1.17.2015. We will review the account and already processed compensation at

that time and determine what, if anything, further we are able to offer.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.