Bob's Discount Furniture

Review: At this time I am writing to you in reference to Bob’s Discount Furniture. Back in 2013 I went to Bob’s to buy some furniture. At that time I had a balance of $1767.99. Since that day I have been paying on the furniture which is just about two years and still I owe over one thousand dollars on this set. How can that be?Desired Settlement: I would like for you to help me get to the bottom of this nightmare. As you can see by my monthly statement, I pay $185.00 monthly on the set which comes out to be over $4000 on a $1767.99 bill. Thank you for your time in this matter and I hope to hear from you soon. I can be reached at the above address or by telephone.[redacted]

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information in your Revdex.com complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their credit. There is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance Now. Bob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you,[redacted]

Review: On June 1, 2015 my wife [redacted] made a web purchase from Bob’s Discount Furniture. A gray [redacted], chair and ottoman was ordered along with a sofa bed. The furniture was delivered on Saturday, June 6, 2015. Later that evening we noticed the middle cushion on the [redacted] was sagging and less firm than the rest of the sofa. On Sunday, June 7, 2015 we noticed the wood on the legs of the ottoman was chipped in two different places.

I placed a call to customer service on June 7, 2015 to inform them of the sagging cushion and the chipped hardwood on the ottoman. I was told a new cushion for the sofa would be shipped to me sometime in July and a technician for the ottoman would come and take a look at the ottoman on Friday, June 12, 2015. On June 8, 2015 I noticed the material on the ottoman is not taut and it appears to already be sagging. No one has sat on the ottoman so there should not be any impressions on the cushion. I called customer care and spoke to a representative named [redacted] from the store in [redacted]. I told him how there was a service technician coming out on Friday for the legs on the ottoman but the material has started to sag. He proceeded to tell me that there are no refunds. When asked to speak to a manager he said it doesn’t matter who I speak to because that’s Bob’s policy.

Today, June 9, 2015 I can already see the cushions on the sofa starting to sag and the back cushion has a bubble appearance. After only three days and several issues, I am totally displeased with the furniture. I called [redacted] at [redacted] and left a brief message and then later called customer service once again to let them know that I was unhappy with the furniture and wanted a refund. I spoke to a representative named [redacted] and he told me that there are absolutely no refunds. He also said after the service technician comes out on Friday, if I am still dissatisfied I could select all new furniture but could not receive a refund.

The [redacted] and [redacted] models were the only sofa’s that I had an interest in and I already ordered the [redacted] along with the [redacted]. I do not see why I would be forced to select another piece of furniture when there wasn’t anything else in the store that I am interested in. I don’t believe a new set in the [redacted] series would be any better than the one I currently have.Desired Settlement: I am dissatisfied with the set of [redacted] pieces which have defects and are already sagging after three days and request a full refund.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]

Review: I have been trying to contact bobs as a delivery I received in the beginning of October the men placed a hole in my living room causing @1400.00 worth of damage. I filed the claim with bobs property claim department and no one will contact me back. I have made numerous calls and received nothing in return.Desired Settlement: I wish to have my claim reviewed and a check sent to me for the damages caused by their delivery men

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to Renee for the inconvenience

the delivery team’s negligence has caused and may continue to cause. We assure Renee

that the property claim has been correctly filed with the third party trucking

company responsible for this damage and we will ensure the obvious coaching

concerns presented are addressed accordingly.

As Renee’s property claim is being handled by the trucking company

that caused the damages, Renee can expect follow up from that third party and

not Bobs Discount Furniture directly. Our records illuminate that the customer

submitted documentation for this claim to the trucking company directly and has

advised us that they are not receiving the appropriate follow up on the claim

from this submission. Each time we have spoken to this customer we have

proactively tried to get them in contact with the company responsible for their

claim.

I have sent an additional escalated message on Renee’s behalf to a

contact at a higher level of the trucking company involved in this claim and

asked that they contact Renee as soon as possible.

Should Renee not receive follow up from this trucking company

directly with 7 business days (from today 12.01.2015) they can call our

Customer Care Offices (###-###-####) and ask that we escalate this claim

within our Property Claims Department again as needed.I

have also provided the most updated email address I have for this trucking company contact as

Bobs Discount Furniture is not permitted to address or handle claims that

originate from a third party company.

For Renee’s

records the contact for resolution on this claim should be directed to Tom @ [redacted]

Kind Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased an area, a $400 area rug from bobs, and my daughter spilled a little bit of water on the edge of the rug and the edge began to warp. I'm highly upset about this due to the fact that this should not have happened! If you spend a lot of money on something you expect it to be made well and last. I see this as a manufacturing defect and the customer service reps have done nothing to try and help me, they honestly don't seem to care. I would like my rug to be replacedDesired Settlement: I would like my rug to be exchanged for a new one

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to the

customer though a damage that has emerged from an accident occurring cannot be

considered a manufacturing defect or the responsibility of the retailer who

supplied the product.

In reference to the customer information

this claimant has supplied the Revdex.com with I was unable to locate the delivery of

the rug the customer is associating with this concern.

No records came up when I searched phone

number.

No records came up when I searched name.

Under the address listed here I was able to

locate an account under [redacted] and this is actually an account I was

personally involved in ( and have notes stating I personally spoke with

Kimberly) to provide her with a courtesy exchange (where no defect was present)

on an ottoman in March of 2015.

In reference to the only rug I can locate

within [redacted]’s account:

We delivered a 5’3” x 7’6” rug (article# 940318)

on 12.06.2014

There was no extended protection purchased on this rug and outside

of the warranty and our written term of accountability to this product (on

2.27.2015) we agreed (as another courtesy) to replace the rug with an even

exchange for a concern of fraying ends.

On the date of this courtesy exchange (2.27.2015) our records

reflect that the new rug was smaller than the old rug so we gave the customer a

store credit to reselect (another courtesy). This deeply perplexes me as our

records show that we brought the same article number to the customer as what

they previously had in the home. Same size, same article number so it perplexes

me as to how that new rug could be different than the last in terms of size? My

best professional guess leads me to believe that the credit was given as yet

another courtesy in a continued extreme

effort to convey to the customer how much we truly care about her concerns.

This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on 3.20.2015 and there

is no other sale for a different rug attached or associated to this return

credit.

At this time I cannot even confirm the

purchase of the rug listed in this claim is from our business and the history

of this account overtly shows that we have clearly made several exceptions for

this individual already.

Bob's Discount

Furniture prides itself on standing behind the merchandise we sell in the event

of a defect however, to remain fair to all of our customers there are some

scenarios where recourse is not an option.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Yes I did purchase the bigger rug as an exchange from a previous rug that appeared to be mis sized. I paid for the difference if the bigger rug!! I understand that I didn't purchase the goof proof however the rug should not have become mis shapen due to a couple drips of water falling on it! This leads me to believe it's a manufacturing defect. I spent $400 on the a rug and expect it to last longer. All I want is an even exchange!! And for the record my ottoman has NOTHING to do with my rug!! This just goes to show you that your stuff isn't made well!

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

As I have communicated several

times- the rug cannot be replaced by our business as our business is not

responsible for the damage associated with this rug.

The

customer has been accommodated as a courtesy from our business again and Option

#1 (as listed in my previous communication has been processed). Should the

customer decide to purchase the same rug we will not be able to make

another offer of courtesy should a future accident occur inside the residence

causing damage to the rug.

This

customer is already familiar with the process of reselection thru our company and

can visit our Bobs store location to use the active credit.

For

their records the credit number is 61515418.

This store credit will expire in two months if it has not been used by that

time (expires on 2.08.2016).

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaisons

Consumer

Response:

I still am not completely happy as I still need to lay out money for a new rug that clearly has some defect with it, but I will use the credit to purchase it.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: Upon setting delivery date for 12/14/2015 the item was not delivered I contacted the customer service multiple times on the delivery date to receive different excuses about not receiving my delivery. The first excuse was the truck broke down. The second excuse was the truck was at the address which it was not.Desired Settlement: To receive my item as soon as possible

Business

Response:

Good Afternoon Revdex.com,

Our records show that this item was delivered on 12/19/2015

and we apologized to our customer for any failures they experienced by

providing a $50.00 Bobs Discount Furniture Gift Card. As our records indicate

the above information our business considers the concern posted as resolved.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a 92"sofa from Bob's discount furniture on 7/4/15.This sofa came with three cushions and one chaise kit attachment. One month after delivery one of the cushions (which has springs in it,which we were not aware of) made it impossible to sit on it. So we switched cushions and then the second cushion went and again we made the switch and yes the third one did the same thing making the sofa unable to be used. I purchased there Goof Proof plan which it states, I am proud of the reputation we have of providing excellent service to our customers. I want you to know that my new products are guaranteed to be free of factory defects for one year from the date of delivery or pick up. So my wife called on 12/14/15 to report a factory defect. Their response was they needed to send out a tech to look at the sofa. So on 12/26/2015 a tech arrived and took pictures. She asked him to have a seat because pictures can not capture what was wrong with the sofa. He did and his face and comment matched what we were trying to explain to the company. His recommendation was to replace the cushions. On 12/27/15 I received a call from Bob's and they informed that they could replace the three cushions and we would have them delivered by April !!! So I asked to speak to their Supervisor because I was not going to wait 3 or 4 months to use my sofa that was paid in full at time of purchase. Why should I have to !! Jared was the Supervisor I had the pleasure of talking to. I told him it is not acceptable to have to wait 3 months for a replacement! ! His response was, Unfortunately this is all I can do for you. Unfortunately should never be used when you are selling a product. To try to a please me, he stated, I have that same sofa and had to get two of the cushions replaced also. So what does that say about this product? Factory defect, which falls under their Goof Proof Plan. I called back the customer service center and they are bringing us a whole new sofa,but this seems to be a bad product and Bob's is just a pleasing us to have us go away. Remind you we took out the Goof Proof plan for one year(7/4/15-7/4/16) , so if we have the same issue again we are out of luck. They don't stand behind their products and we will never buy anything else nor recommend them.Desired Settlement: Sofa picked up and full refund returned to me.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to

our customer for the defect that they have experienced with their product. I

believe our customer may be confused as to how long their protection plan term

was purchased for and the terms and conditions of the protection offered thru

Bobs as it was/ is visibly indicated to them.

The Goof Proof Plus Plan sold to

this customer at a cost of $69.99 is for five years of coverage and hasn’t been

used or affected at all by the claim that we had already provided resolution

for.

Furniture sold today is commonly

built on an assembly line and while I acknowledge our customer’s frustration

experiencing a defect with 1 (or even 2 items as our customer care agent tried

to empathize with) does not make an entire product line defective. Mistakes can

occur during the manufacturing process and Bobs (as the retailer) has taken

complete ownership for this customer’s concern and worked in a fair an adequate

manner to make this concern right. Our initial offer to resolve this claim with

parts and service was in line with the ‘Service Policy’ as depicted on the

sales receipt (and commonly signed by the customer) during the time of

purchase.

When the customer continued to

demand that we act outside of that policy for their specific/individual

benefit, we honored their demand by offering to replace the merchandise.

In researching the customer’s

account today (1.4.2016) I have located information that shows we made an

outgoing call to them this morning (1.4.2016) to advise that we regretfully do

not have the inventory our system allowed us to schedule their exchange with

(I.E – the sofa they have is no longer an item we have stock of to process an

even exchange with). The pick up

portion has been left as originally scheduled for 1.5.2016 as we were

unable to speak to the customer directly (the account shows we left a message)

and again following in line with the policies stated on the sales receipt – the

customer is now eligible for a

removal of the merchandise for a refund should they wish.

If the option of removal for

refund is the only avenue our customer prefers to move forward with please

relay that we will arrive as scheduled (estimated 4 hour time frame window

provided by automated call) to their home to remove the merchandise tomorrow

1.5.2016 and we will be financially able to process a refund of their price

paid towards merchandise and the goof proof plus plan after the merchandise has

fully returned to our warehouse inventory.

We remain very sorry that our

customer experienced a defect within their product and pledge that we did take

responsibility for their concern and continue to do out best to make their

concern right. If the customer is willing to make a re-selection to another

item we have stock of we can offer this avenue instead of a pick up for refund.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We ordered a [redacted] King Mattress ( a $1299 Mattress) and received a [redacted]l King Mattress ( a $599 mattress). This bed is hard and no where near as nice as the one we ordered! We were told we had to wait over a week to get the correct mattress and could only get $25 store credit for this error.Desired Settlement: I would like a refund ( not a store credit) of the shipping charges and a quicker delivery as it was their mistake. ( they should have brought as a new today in my opinion or as least this week). I also want the billing delayed and the interest free promotion extended.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for our failure in not bringing the correctly written mattress on their first

delivery. Our records indicate that we delivered the correct mattress on 1.20.2016

and further covered the cost of delivering our customer a lower profile

foundation on 1.29.2016.

As a retailer our responsibility

to our customer is to make any failure we caused right, which we have done, and

any compensation (that is essentially our additional form of apology) offered

is determined at the internal discretion of our business.

As a furniture retailer and not

the bank [redacted]) who the customer selected to finance their purchase thru

we do not have authority over the terms the customer fully agreed to at their

time of purchase. The customer owes payments to [redacted] not Bobs

Discount Furniture directly.

We have the following options

available for compensation – please ask the customer to review the options

listed below and respond to the Revdex.com with which option they would like to move

forward with:

Option 1:

We will upgrade our Bobs Discount

Furniture Gift Card offer to $100.00

The

gift card can be mailed to the customer or sent by email (please ask the

customer to respond with their preference, should they not we will mail the

gift card within 7-10 business days).

-OR-

Option 2:

We will refund ½ of the

customer’s delivery fee paid to us ($84.99) to their original method of

payment.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a power lift chair from bob's less than 1 year ago, and it is destroyed. The springs are literally falling out of the seat, I need to slam against the back of the chair for the foot rest to come out, and there is something poking out of the seat into my bottom when I sit in it. I purchased the chair due to a disability and I cannot get up from a normal chair or couch without assistance. Bob'so sent a tech out to fix the chair and he told me he wasn't able to fix the issue, that he could only try to tighten the arms of the chair for now, and I would need a new chair. I didn't hear back from Bobs so I called 4 days later and they told me that they have no further recourse because the technician did not report it as a manufacturer issue, and he reported heavy usage. Well first of all, he has no idea how often it is used since he's only been here once, and it is not normal wear and tear for Springs to fall out of a chair. I purchased an additional warranty when I purchased this chair, and there is absolutely no reason it should be falling apart, and since it is falling apart Bob's should replace it.Desired Settlement: I would like a new lift chair, or a suitable repair of the one I have.

Business

Response:

Good Afternoon Revdex.com,

We sincerely apologize for the issues this

customer has experienced with this chair.

I have reached out to Tiffany directly and she has accepted my offer of

reselection. I believe this to be the

most appropriate response to the damages on the chair. Thank you for bringing

these concerns to our attention, so that we may make this right for our

customer.

Review: I Purchased a desk from bob's discount furniture at the [redacted] store. Set up a delivery date to have it delivered. Frist attempt was canceled dos to weather. Set up second attempt a week later and desk arrived damaged. Had to setup third attempt another week later to have desk swapped out with new one. Took another day off from work and receive a call to tell me they were not delivering it due to the desk being damage. Now had to wait another week, took time off from my job again. And desk arrived not damage. But when they were putting it together the stripped a screw going into the leg. Now I have to wait again for another desk or a repair. This is just outrages and unbelievable. Never shopping here again. Just absolutely bad customer service and bad business practice.Desired Settlement: Would like some kind of compensation for all the time lost.

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries 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 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.

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 do not offer apology monetary 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.

We will be reaching out to our customer

tomorrow after delivery has been completed to offer the compensation we believe

these failures do warrant.

Kind Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: To whom it may concern,I made a purchased of Sofa in Bob's Furniture in May 12, 2012. Customer #[redacted]. I was told the by the Sales Associate named [redacted] that the Goof Proof insurance will guarantee that their products will be free from manufacturing defects. I have only called them once for technician to fix a rip on the exterior part side of the recliner which I was told that it will not fall under the warranty because it would be consider an accidental accident cause by a child which it was never cause by a child, it was cause by the wall when the recliner swing back and forward. Today August 22, 2014 place a call to Goof Proof warranty regarding the same recliner but a different issue, this time the bracket that holds the back part of the recliner with the main body has broken obviously a manufacturing problem which I was told tho time that it can not be cover because a technician had already been sent out once and it will not cover, I was given the option of having a technician come out again but it would be my cost. I requested for my money back because I had call twice in two years and I have not receive any help and I'm know stuck with my set of sofa broken with 3 years left of a useless warranty. I was also told that in regards to me getting a refund the claim for that had to be done within the first 90 days of purchasing the items.Desired Settlement: I would like for them to honor the warranty that was purchase and have my recliner replace.

Business

Response:

Good

Afternoon [redacted],

I

apologize for the frustration you are experiencing while seeking to get your

claim resolved and I assure you that Bobs Discount Furniture cares very much to

resolve our customers concerns in a fair and adequate manner.

Our

records indicate that we last serviced your product on 3.21.2014 at this

address: [redacted]. This service was performed to you

as a courtesy outside of your warranty period with Bobs Discount Furniture and

we did not ask for a payment at this time. The Goof Proof plan you purchased at

time of sale is managed by a third party company called [redacted]. This plan did not extend

your one year product guarantee directly through Bobs, Goof Proof is designed

to protect against one time accidental occurrences of damage and I certainly

apologize for any misunderstanding that may have been presented to you during

the time of your purchase.

The Bobs

Discount Furniture warranty on your merchandise expired over two years ago. If

you would like Bobs to directly care for your merchandise outside of a warranty

period and after the merchandise has been physically handled and moved to a new

delivery address we would require a payment of $79.99 (+tax) from you.

We are

unable to take your merchandise back for a monetary refund as stated on your

original sales invoice that you signed at the time of purchase. If you’d like

to cancel the only coverage that remains on your merchandise I will approve

refunding the $99.99 you paid us for this plan as a courtesy. I apologize again

for the amount of time you have spent seeking resolution for your concerns and

I thank you for escalating your complaint so that we can evolve as a business

and ensure all of our customers are receiving the best care possible.

Kind 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], and find that this resolution is the least they could do for me since I feel like I been robbed by Bob's Furniture and the "great" Goof Proof however I have just purchase a home and I would never ever make any purchase from them and I will never recommend any relatives neither friends. In this case the least they could do is return my money they have robbed from me. I highly recommend, and I have made purchases from [redacted] and they sell great quality and I have not had any problems.

Sincerely,

Review: I purchased a Leather [redacted] power reclining sofa and [redacted] leather reclining loveseat on 8/10/14. When I received the loveseat, it was scratched and the other sofa was defective as one of the parts was sticking out and was not sturdy. I asked for a replacement, and the sofa was better but still had one of the seats stick out a little bit. I let that go and have not said anything about it. However the second time I received the love seat, it had structural damages. When I received a replacement the replacement love seat had saggy seats. I requested a replacement and I received the replacement today 10/10/14 but was very unstable and not sturdy. I called customer service multiple times and was told that they would give me a replacement and would inspect it well. Well it has been 4 times and still I do not have a pair of sofas that are free of defects.

Prior to purchasing these sofas, we spent over two days looking at all of Bob's furniture inventory and this was the only pair of sofas that we liked. I had to take multiple days off to wait for the drivers to deliver the defective products time and time again. I have been offered compensation for my troubles, but the amount I was given is an insult for the amount of money I have lost for taking off of work and for the countless calls I had to make to make this work.

At this time I am requesting a FULL refund or a much better compensation for the time and the defective products that I have received time and time again.Desired Settlement: There is this coffee table we would like to get from Bob's furniture store to compensate for all the lost time and defective products. [redacted] If we are not offered this to compensate for all the trouble we have undergone, then we want a FULL refund.

Business

Response:

Good Afternoon Revdex.com,

I have reviewed [redacted] account and concerns in full at this

time I believe the best recourse for both parties involved is a removal of the

furniture from [redacted] home for a full refund. We have offered multiple options

for resolution from the highest levels of our Customer Care Office and [redacted] has

refused each option we feel is a fair and adequate offer.

While I am truly very sorry that we were unable to satisfy

our customer after multiple delivery attempts, I do understand his reasoning

for wanting a full refund due to the frustration and inconvenience we have

caused him. I tried calling [redacted] on the phone number he listed in this

complaint today (10.14.2014 at 1:42PM) and I wasn’t able to speak with him

directly. I have left him a message to please contact our Customer Care Office

at ###-###-#### to schedule a date that we can remove this furniture from his

home. Once the furniture has been fully returned to our warehouse, and only at

that point, our system will allow the refund process to begin. A couple business

days after the pick up is completed [redacted] may contact our retail location (###-###-#### *press 1 when you hear Bobs voice)

and provide the credit card numbers associated with his original purchase,

at this point we will process the monetary return to the two separate credit

cards.

The credit number associated with this pick up and refund

is: [redacted]. We await [redacted]’s call to schedule the pick up so we can offer our

customer the satisfaction he seeks. We apologize again that [redacted]’s experience

with us was not a good one and wish him the best in his future furniture

endeavors.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

I have reviewed the response and will accept it. However because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $2517.86 as promised by Account Manager [redacted] at the [redacted] office when I returned [redacted] call. I have an scheduled pick up for this Saturday, October 18, 2014 and will receive a full refund within 72 hours according to [redacted] over at credit card refunds.

Review: About a year ago I purchased a bedroom set for my son that included a trundle. 2 weeks ago a wheel broke on the trundle and did not allow us to use the trundle as intended. The trundle is used sparingly (on weekends) with a 30 pound boy sleeping on it. After discovering the break, I contacted Bob's furniture and they sent out a technician to assess and repair the damage. The technician proceeded to screw the broken wheel back on to the frame of the trundle and left without an explanation of the repairs. Furthermore, the technician did not disclose what repairs he completed and left indicating that the trundle had been satisfactorily repaired. On December 23, 2014 my wife was struggling to place the trundle under the bed. When I checked to see what was wrong the wheel broke off the trundle again and has now scratched my wood floors. I contacted the 3rd party extended warranty department and they indicated that they would not cover the cost of the repair as they do not cover joints or screws. They requested that I contact Bob's discount furniture to file a defect claim as the furniture is under a year old. When I contacted Bob's, they indicated that when the technician came out he determined that it was not a defect and that he just screwed in the old wheel without replacing the part. The customer service representative went on to claim that this was wear and tear and that I would be required to purchase the part and install it myself. After I challenged her contention that it is normal wear and tear, being that the set is under a year old, she offered to waive either the part cost or the technician fee. I expressed that neither option was acceptable as the trundle was not abused and has been used in accordance with what it is designed to do. If a piece of furniture breaks prior to a year of being owned, due to wear and tear as Bob's has indicated, what is to be expected 2, 3, 4 and 5 years down the line. Additionally, the dresser of the furniture set has a design flaw that uses beveled screws on a door that rubs against the draws and leaves deep marks into the wood.Desired Settlement: I would like a complete return and refund of the bedroom set as Bob's does not seem to believe that their furniture can withstand a year of normal use. I have paid off the majority of the bedroom set and have a $300 balance. I would like to purchase new furniture without the design flaws and defects that their furniture possesses and Bob's denies.

Business

Response:

Good Afternoon Revdex.com,

While we apologize that our customer is experiencing any

disappointment with their product our records do indicate that overall we have

worked at full capacity and above and beyond to ensure we have met our

customer’s concerns with satisfaction.

For instance, our records indicate that when this customer

contacted us in July and complained about the [redacted] company denying the

scratch that was on the dresser we replaced the item at no charge to him. We

completed this at our own cost and kept his five year guarantee active. The

damage was horizontal scrape marks to three of the drawers; clearly cosmetic

damage like this is not the type of manufacturing concern that just appears on

the product after owning it for nearly six months. Nevertheless we made an

exception for the customer as an extreme courtesy and brought him an entirely

new dresser.

I do understand the customer’s frustration as it seems our

technician’s workmanship did not fully hold up as we would expect it to on the

trundle unit. We most certainly take responsibility for the workmanship

performed by our technician on the trundle unit wheel and as the customer

indicates in his complaint, it seems we have already tried to offer him

resolutions above the normal policies and procedures we have in place. As a

business it is important to convey that our policies and procedures are adhered

by to actively keep all resolutions fair for all consumers alike.

Our records indicate no report of concern has been made to

us regarding this dresser and it was exchanged in July of 2014, this includes

the most recent service call we completed on 12.12.2014. As the customer has

had possession of the dresser that he alleges has a design flaw for over five

months we do reserve the right to inspect this merchandise and provide service

to it prior to making any other options for resolution at our own discretion. This

information is clearly indicated on the second page of the customer’s sales

invoice and is routinely signed by the customer at the time of sale. Should the

customer seek further assistance with the design flaw he asserts is present he

can contact our Customer Care Office directly (###-###-####) to discuss

sending in photos or scheduling a service call for this specific piece.

In a further effort to work above and beyond to satisfy this

customer we will offer three (3) options for resolution in regards to the [redacted]’s bed. I have listed these options below.

Options for

resolution on [redacted]’s Bed w/Trundle unit (Please keep in mind these are

courtesy options and should not be perceived as the expected resolution by this

individual customer):

Option #1:

We will process and even exchange on the complete [redacted]’s

Bed w/ Trundle drawers. Please note that while in the home within a month of

delivery our technician logged scratches present on the footboard associated

with this bed. We are again willing to overlook a customer caused damage in an

effort to appease this customer’s demands.

-Or-

Option #2:

If the customer would like to reselect to a different type of

bed that may fit his furniture needs

better, we can offer to credit 100% of the cost paid to us from the [redacted]’s

Bed w/ Trundle drawers (this would not include this cost of the

mattresses). We can offer to further this courtesy by covering the cost of

delivering the new bed the customer selects.

-Or-

Option #3:

We can offer to refund the customer 20% off the cost paid to us

for the [redacted]’s Bed w/ Trundle (this would not include this cost of

the mattresses). In accepting this option the customer should be aware that he

would be agreeing to keep the bed in the condition it is currently in. We will

not offer further services for the specific damage that has been reported to

the wheel. Of course we do not find this to be the most appropriate option for

resolution and it is certainly the most unfriendly from a customer care point

of view. This option exists as an attempt (again) to balance the demand for

monetary refund the customer has set forth along with the needs of our business.

Please let the customer know they may respond to us thru

this Revdex.com channel that they have opened for mediation purposes with which option

they would like to proceed further with in regards to the [redacted]’s Bed

concern.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresser. My wife and I will accept option 1 as method of resolving this issue. Additionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawers. A representative from Bob's may contact me to schedule delivery and installation.

Sincerely,

Review: I filed a warranty claim with Bob's furniture, they took down my information but never told me that my issues were not covered under warranty, they were supposed to fix issues with my dining room chairs ( 2 of them) and my table. Instead, the day before they were supposed to come to fix my issues I was contacted and told that they would only fix issues with my table becaus the issues with my 2 chairs were not covered. I was never notified about this until the day before they were coming to fix my issues. I am bery upset because I have 2 chairs with issues now and they are not going to fix it.Desired Settlement: I would like 2 NEW chairs to replace the ones that have issues and I would like my table leg replaced as well.

Business

Response:

Good Afternoon Revdex.com,

Our records show no indication of service appointments or

resolution agreements with this customer since September of 2013.

Bobs Discount Furniture provides coverage for factory defects

under the protection plan this customer contracted at the time of sale. The

Guardian company, who we believe the customer has been working with and is,

making the complaint regarding, provides coverage for various occurrences of

one time accidental damages.

Should the customer be experiencing a factory defect with their

chairs we are more than happy to research how we can help directly should we be

provided with information as to what the defect concerns are with this chairs.

Please ask the customer to provide a report of the concern along with photos of

the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.Please contact whomever is responsible and tell them to provide the neccessary documents and pictures. I bought the furniture from bob's so it is bob's responsibliy to take action.

Sincerely,

Review: On 7/27/15 I paid over $400 for the purchase and delivery of a twin [redacted] bed for my Grand daughter who am raising and I am disabled. The bed was delivered on 7/30/15 and could not be put together by Bobs employees for the bed had defective parts. Bobs store informed me they have to reorder the new parts which took approximately 5 days. The store indicated they could not get a closer date and therefore my grand daughter was I convieanced due to no bed. I have been constantly contacting the store to seek compensation on this matter and to no satisfaction was this matter resolved. On 8/4/15 I spoke with a manager named [redacted] over the Customer Care hotline. The manager informed me that she could only compensate me with a $50 Bob's gift card that must be used at Bobs. After a week of unresolved complaints for they couldn't get me another bed out to my home my Grand daughter was forced to sleep on the floor and the stress of this matter irritated my disability. This organization provided bad customer service, defective products at the expense of my limited fixed income. It was unjust and unfair of what I had to endured.Desired Settlement: The business has to live up to their own disclaimer as advertised by their organization. Their disclaimer on page 5 of their brochure states their products are guarantee which is misleading to the consumer. I should be fully compensated for what I had to endure by having my Grandchild sleep on the floor for a bed I paid off in full.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the delivery experience caused our customer and

her granddaughter. 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 an apology in the form of

a refund and offer to refund ½ of the delivery fee paid to us ($115.00) to the

customer’s original method of payment. Please advise our customer to please

respond via this mediation channel as ‘Satisfied’ should they wish to accept

our offer. We can process the paperwork

necessary after receiving this response and reach out to our customer via

telephone to get this refund fully processed.

Kindest Regards,

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.

Sincerely,

Review: On March 16, 2014 I bought sofa, loveseat, and chair from boss furniture after 3 to 4 week the leather start to pealing I call customer service and she said to send her a picture of the furniture so she can see the peeling then to call back in two days to see if she recieved the pictures. I called them back and left me on hold for 15min. When she came back she told me that my warrenty would not cover the furniture because it was he way we sit down on the furniture. I asked to speak to the store manager then let me on hold for 10 more minutes. When she came back she ask for my phone number so the manager can call me back. Its been a month and a half and the store manager has not called me back. I went to Bob's furniture store and asked to talk to manager. The manager never so Iam still waiting for the call

Business

Response:

Good Afternoon [redacted],

I’m sorry to learn of your disappointment in the set you purchased

and the lack of follow up your concern has been receiving. Your account records

indicate that one of our ‘Account Management Specialists’ reviewed your pictures

and did not locate any “peeling”. Your

account indicates that a few spots of wear and tear are noticeable off the seams

however this is not a defect in your merchandise.

If you are able to send me those same photos – thru this Revdex.com

mediation channel please – I’d be happy to review your case again with our

Service Management Team and respond with what, if any, recourse we may have to

offer you.

Kindest Regards,

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.

Sincerely,

Review: I went to purchase two new mattresses from and two adjustable beds. After checking out at the business office I decided to see if their was anything of interest in the "outlet pit". When I was in there I found two beds that were an upgrade to the ones that I had just ordered for one third of the price. The only problem apparently was the remotes were misplaced. I was able to borrow another remote from another bed in stock and tested to make sure all functions were good. My sales representative (Steve) explained that most everything in the pit was there because a customer changed mind and once an item is loaded onto truck it becomes used.

I asked the sales person to find out the cost and availability for the replacement remotes. He did so and said that they were around $100.00 each and that they will likely be delivered at or around the same day as my new mattresses were to be delivered. (Three days later). He said I would need only to call customer care to place the order.

So... I switched my original order and purchased the beds from the pit in lieu of the new beds because of the much added value. I promptly purchased the beds and brought home with me that day. Upon returning home I called customer care and told them I wanted to order replacement remote controls. They said that they would email the parts department and they would contact me shortly to obtain payment. I did not hear back from them. I called two days later and explained my new mattresses would be delivered and I could not use my bed with out remotes... They again said they will email the parts department. On the next day prior to my delivery I called customer care (Craig) and explained situation. I asked to have the number to the parts department so I could call them and place order. They said there is no phone number there. I asked for their Email address ...He said that it is an internal Email system so I could not email them !

I simply would like to be able to use the beds which I know work, but for some reason Bobs Discount Furniture will not comply!Desired Settlement: If they can not provide me with the remotes in a timely manner. (Which are available) Then I should be refunded for the beds & I can take my business elsewhere.

Consumer

Response:

I did go back to the store where I purchased everything... My sales rep Steven B[redacted] went out of his way to make things right with me. He was able to find the remotes in the store and got the OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in [redacted]s Excellent... Bobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!

Review: I BOUGHT COUCHES FROM BOB'S FURNITURE IN LOWELL, MA. THEY CLAIM THAT THESE COUCHES ARE 100% LEATHER. THE COUCHES ARE PEELING IN THE BOTTOM FRONT WHERE THE CALF OF YOUR LEGS WOULD TOUCH IF YOUR SITTING ON THE COUCH. I HAVE CALL BOB'S FURNITURE BUT BECAUSE MY MANUFACTORS WARRANTY IS OVER THEY DONT WANT TO DO ANYTHING ABOUT IT. THEY ALSO HAD ME GET THE GOOF PROOF INSURANCE AND THE INSURANCE IS SAYING THAT THEY DONT COVER THAT.

Order_Number: [redacted]

Account_Number: [redacted]

Desired Settlement: I WOULD LIKE THEM TO REPLACE THE COUCH FOR ANOTHER ONE SEING THAT THE PEELING IS NOT CAUSED BY ME.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the sofa has failed to meet your quality expectations.

Although the manufacturer warranty expired March 2012, Bob's Discount Furniture continues to stand behind the merchandise we sell in the event of a defect. Please forward 2-3 pictures showcasing the areas of concern as well as the overall condition of the furniture. I will view the pictures with our service manager and followup with you regarding options for recourse. Pictures can be forwarded to; [redacted].com

Review: I had purchased a couch from bobs furniture 2 years ago. I all so purchased a 5 year warranty with this couch. The middle couch cushions has a spring that has made its way through the interior foam padding making the couch extremely uncomfortable to sit on. This is a manufacture defect which is covered by the warranty and extended warranty I purchase. Bobs and goof proof (the warranty company) have sent people out to my house, both technicians said the couch was fixable but, when I call a representatives for the store or the warranty company; I am told that it can not be fix and I will have to pay for the parts witch total is $150+. If I knew then what I know now I would not have purchased the warranty if I would have to pay for parts and labor on a manufacture defect. I have call bobs furniture store on numerous occasions trying to resolve this problem. Upon call the company I had asked for a number outcomes witch will make me satisfied as a consumer. the representative on the phone seem like she had better thing to do as she chatted it up with co workers as I was on the line on. I had asked for the couch to be fixed and with out explanation I'm told that this could not be done without me paying for it . Then I asked for a credit for the deprecated value of the couch so I may purchase another one from them again I'm told that this is not possible. Now I have been pushed over limit because of the lack of help I have received and have asked them to remove the couch from my propriety witch also was denied. I am told I will be called back by a supervisor witch never happened. I am asking for the couch to be fix, not for a new one. I feel I have been mistreated as a consumer and the obligations of the warranty were not fulfilled by the company.

Desired Settlement: I ask for a full refund of my purchase and the couch to be removed from my property or credited for the deprecated value of the couch so I may purchase a new one. I will also settle for couch to be fix or replaced as stated in the warranty agreement which is binding agreement between both parties by law.

Business

Response:

Business Response /* (1000, 5, 2013/04/24) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for any and all inconvenience we have caused.

I am pleased to learn that this issue has been addressed and is in the process of being resolved. On 4/19/13, we placed a part order at no charge for a new seat cushion and casing for the sofa; the parts are being shipped from the manufacturer and the expected date of arrival is the week of June 30th for cushion and July 18th for the casing.

Bob's Discount Furniture appreciates your business and again apologizes for any inconvenience we have caused.

Review: My daughter had a mattress delivered to our home 4/5/13. We had a brand new expensive cell phone on the dresser. My husband did not stay in the room as he is not in the best of health and we live in a townhouse and this was the top floor. We have contacted the store 5 times since the phones disappearance and to this date no one has acknowledged our calls. The phone was a Christmas gift and I personally left it there on the dresser that morning. I am appalled that this company will not even acknowledge the fact that one of their employee's robbed my home. The room also had two laptops which of course they could not walk out with, but a cell phone is very easy to steal. The mattress was purchase by my daughter [redacted] of the same address. I know they are thinking that we will forget about it, but we are not. If I do not get results, I fully intend to contact the attorney general's office and the file a report with the [redacted] Police department.

Desired Settlement: Either the phone replaced or a creidt for that amount to our account., plus termination of the drivers.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. The allegation you are making is a legal issue and you are encouraged to file a police report with your local police department. Our loss prevention department has been notified of your claim and I expect that issue will be addressed and all involved parties will be contacted.

Consumer Response /* (3000, 7, 2013/04/30) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

What response????? They have not contacted me at all. I'll file a police report and then What?

Business Response /* (4000, 9, 2013/05/01) */

We will fully cooperate with your local police department after a report has been filed. What happens next depends upon the investigation performed by our Loss Prevention department as well as your local police .

Review: Claim submitted under warranty plan, and was told that not covered under warranty. Sales misrepresentation, sold under premise that everything is cove

When I purchaed a sleeper sofa in 2008, I also purchased a 5 year goof proof warranty protection plan, that when it was sold to me, they told me that if anything happens to the sofa, that any damage would be covered under the protection plan. I submitted a claim to Guardsman who is the owner of the protection plan and was told that the claim wasn't covered for the following reason:

Sofa-Sleeper - Cracking & Peeling Leather/Vinyl/Nubuck-no specific cause - The reported damage on your furniture is not covered under the terms of the protection plan

I am upset as a consumer that when the salesperson sold this to me, he told me that any damage would be covered. To me that is misrepresentation.

I am uspet that I was lied to and I am now stuck with a damaged piece of furniture.Desired Settlement: I would like Bob's to replace or repair the damaged sofa.

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise and warranty have failed to meet your expectations.

Guardsman/goof proof is a plan that provides coverage against most common in home accidental damage. The claim you filed on 7/16/13 for cracking and peeling was denied, as that type of damage is not covered. The manufacturer warranty associated with your 2008 purchase expired December 2009, unfortunately, Bob's Discount Furniture has no recourse to offer.

Consumer Response /* (3000, 7, 2013/08/08) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The response I received is unsatisfactory.

Bob's Furniture misrepresented the protection plan, when they stated "any" damage would be covered. Besides me, who knows how many other consumers have been defrauded in the same manner.

I will never make a purchase from Bob's Furniture again, and will encourage others to buy products elsewhere.

My intentions for filing this complaint was to simply have the damge repaired and to raise awareness on how the salespeople are selling the protection plan. Perhaps these salespeople need to be trained further and explain to the consumer that everyting is not covered and certain conditions apply. Instead they market this as any damage is covered. I am not seeking anything for free.

Business Response /* (4000, 9, 2013/08/10) */

Good Morning Mr. [redacted],

I will share your concerns regarding the sale of the goof proof plan.

Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer. You would have been provided a detailed copy of the goof proof warranty either in store or in the mail within 30 days after purchase thus, allowing you to fully understand the terms of the plan and giving you the opportunity to keep or cancel the warranty.

Your business is appreciated and we apologize or any inconvenience we have caused.