Bob's Discount Furniture

Review: I ordered 3 bed in December 2014. One of the beds was defective and broke. Bobs was very helpful and ordered broken parts, which never arrived. They were very apologetic again and ordered a complete exchange of the bed with a scheduled delivery date (another missed day of work) the delivery arrived and it was not a complete exchange just a part which was the incorrect part. Bobs apologized once again a mistake on their part. A new order was put in for a complete exchange with yet another delivery date (another missed day of work). Today was the delivery and once again it was wrong again. The time the wrong size was delivered. Now I need to wait another week another missed day of work and another week my son is sleeping on the floor. This has been over 6 weeks now.Desired Settlement: The correct order and some sort of compensation

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.

We currently have a delivery scheduled for the [redacted] on 2.07.2015 to resolve this concern.

While it is not normal procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified.

We do not offer apology resolutions 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 2.07.2015 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 2.07.2015. We will review the account and our failures at that time and determine what we are able to offer. [redacted]

We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention.

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], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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: 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 bought a sectional couch in March of 2012, and it has fallen apart and have already replaced the recliner that matched the set last year. I emailed the site, and talked to a very nice customer service representiive that was trying to help my problem. I was told that the frame was covered which cracked in half on the wedge of the sectional, and also told them that the leather was bubbling up and peeling all over. She said that they were going to send the inspector down to take pictures, and were going to try to help me. This is the second set of furniture I have purchased since 2008. I explained that I was misled in 2012 because she told me the frame to my old couch would have been covered because it was frame damaged. The sectional was is a little over three years old and I do not think it's fair that the quality of the couch is so bad, and it is not repairable. The inspector came down on Friday September 11th and took pictures of the cracked seats,peeled leather, and broken wedge frame. He called the office with speaker phone on, and the customer service agent laughed after he told her the problems and said "these people are not going to like me" while he was taking pictures he broke off the handle to the recliner after trying to fix it. She tells me on the phone that there was nothing they could do for me, and said that the wedge didn't have a defect when bought, and the leather was out of warranty. I felt like I wasted my time and hopes because they would not back their product, and as a loyal repeat customer, I was misled, laughed at, and lied to. What is the point of the manufacture warrantee if it is not followed. I am not an expert, but if there was a slight crack or loose parts inside the wedge, I would not be able to recognize through leather covering. I also do not think its right that the inspector broke the handle off while trying to fix it. In 2014, I replaced the recliner because of frame issues as well. It cracked on both sides and when I went to the store, and the associate said there was nothing I could do because I did not have goof proof on the set. This is also an untrue statement because the frame was covered under warrantee. I bought a new one because again I was not told the appropriate information. I am very displeased with this item, and they refused to find ways around the warrantee policy from the manufacture, and I want them to replaced or honor the furniture they sell. YDesired Settlement: I would like to get a credit or replacement for the furniture I have bought.

Business

Response:

Good Morning Revdex.com,

I have reviewed the customer’s concern, our technicians report

with photos, and had the recorded call from the day of service reviewed by our

Call Center Manager.

Please see the attachment of photos from the customer’s home along

with the included picture of the set in new condition as these are a part of

our response.

In regards to the allegation made of our agent laughing at the

customer we dispute this allegation as the recorded call does not display any behavior

of that sort. Our agent did make a comment to the technician outlining that the

customer wasn’t going to be happy with the results of the report. We care from

much for our customers and when a situation presents itself, such as this, we

all are extremely disappointed when no recourse can be offered. Overall our

agent was patient with this customer in explaining why the concerns could not

be covered and when a clear blockade in conversation was reached; escalated the

customer to one of our Account Management Specialists.

When the customer asked to speak to someone else the Account

Management Specialist made a request for another contact and one of our Call

Center Supervisors (Daniel) attempted to make contact with the customer twice –

once on 9.13.2015 & once on 9.19.2015.

In reference to the attached

photos: While

we apologize that our customer is unhappy with the product we are unable to

offer resolution when the overall condition and cause of the product’s demise

is directly related to the accumulated use the item has received in its

environment. I truly wish I could offer this customer recourse for these

concerns however the pictures speak to the reasons why this merchandise is in

such bad shape. The reasons for this merchandise’s current state are not

related to factory defects or a fault of our business. We have provided a

courtesy offer below for the sheer reason that our technician may have caused

damage to one of the handles.

The best we can do as a business and after all

facts have been seriously considered in this case is offer a 30% store credit

(in the form of a Bobs Discount Furniture Gift Card) based off the price paid solely

for the sectional (this would amount to $359.40).

We apologize to our customer that we are unable to

take responsibility for damages that are caused completely outside of our

control and are not results of factory defects.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I think due to the quality of the overall set is in question, and I would like the offer of the comprise to 50% of what I paid originally. The reason for me asking for the increase is because I have already paid for a new recliner which would have been warranteed according to the frame warrantee. This was not told me by the salesman at time of purchase, but was told me by the customer service person that contacted me by the name of Shannell A. I also want to continue my relationship with Bobs in the future.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer that we are unable to take

responsibility for damages that are caused completely outside of our control

and are not results of factory defects.

Our technician did not find any issues with the workmanship of

this set during the visit. While I acknowledge that the customer purchased a

second recliner because they were unhappy with the first one, the warranty

associated with the previous chair has no place in this mediation. That

specific chair was never inspected under our ‘Service Policy’ (listed on the

sales invoice) there fore there is no evidence to state that specific chair was

experiencing any issue, let alone a manufacturing defect that may have

been covered under the vendor’s warranty. The current concerns this customer’s

merchandise is showing are not covered by any warranty and we are offering the

original option as an extreme courtesy.

We do not expect our sales professionals to be versed on each and

every set’s manufacturer warranty as we offer the five year protection plan and

supply our Customer Care Agents with the tool needed to access that information

should a legitimate warranty claim be reported. The information on our sales

receipt and in our trifold (both provided at the time of sale) is specific in

indicating to the customer that motion sets may have a longer warranty and that

they should be calling Bobs Discount Furniture Customer Care (not the retail location) for concerns after

delivery.

We stand behind the offer we have already made as the most fair

and adequate offer available; please consider that as a business we are not

offering resolution as a result of the set’s quality being in question. The

pictures included display that this merchandise has experienced extreme use

within its environment. The reasons for this merchandise’s current state are not

related to factory defects or a fault of our business.

Our original & final offer:

The best we can do as a business and after all facts have been seriously

considered in this case is offer a 30% store credit (in the form of a Bobs

Discount Furniture Gift Card) based off the price paid solely for the sectional

(this would amount to $359.40).

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If you can please tell me when I will be able to get the gift certificate, and when is it going to happen?

Sincerely,

Review: Hello, I purchased a mattress and box spring from the Bobs store on [redacted] back in 2012. Since then the matress is sagging alot and the box spring makes a TON of noise when you sit on it. I tried to call the 1800 number to report it, but they could not locate my account. I gave them the billing info, the delivery info, and the info off of the tag that was on the mattress. The rep could not locate the order. Can you please help out here? The bed is really uncomfortable, even though I rotate the mattress, etc.Desired Settlement: Can you please repair/replace the box spring and mattress?

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any inconvenience this bedding set is

causing our customer.

I do believe this agent’s inability to locate this account was

justified as I have just tried with all the information provided to Revdex.com and

still am unable to locate this customer’s original sales order.

Without the original sales order as reference we are unable to

verify warranty status on this set. In example we sell hundreds and thousands of

bedding sets out of our clearance channels that do not have warranty therefore

we are unable to offer service. We absolutely need the customer’s original

sales invoice in order to proceed with offering any protection that may be

available.

Regretfully I am unable to locate any account information that

matches this consumer’s complaint within our internal records.

I have looked under the name; phone number, address, and email address

provided here and locate no records.

Can you please ask the consumer to verify the invoice number

(order number) associated with their purchase so that I can proceed in

assisting on this complaint further? They can locate this order number

via the sales receipt provided at the time of purchase.

If the invoice number is unavailable please ask if the customer

can provide the original delivery address for this merchandise or any alternate

phone numbers, purchaser names (was this mattress purchased thru a group

program?) that may bring up their account record.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Stephanie A. G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

Hello, in response to Bobs furniture message back to me, please see below.

Review: Approximately two years ago I purchased the [redacted] couch and recliner for my husband who suffered a torn rotator cuff in addition to having a feeding tube. Approximately three months ago the couch was used to recline and a loud snap was heard resulting in the inability to use the recliner on one side of the couch. After an initial visit with a Bob's service representative he determined a cable had to be ordered. THAT WAS OVER THREE MONTHS AGO!!!! After multiple calls to various Sections of Bob's, and after getting the run around many times, we are still to this day being told that the cable is "on a boat waiting to leave [redacted]" and "I don't see what the problem is!!!"

I spent good money on that couch and when I initially inquired if I could receive a replacement couch or a substitute until mine was fixed there was no accommodating whatsoever!!! The attitudes are/were really unbelievable. To date we have a couch that has seat cushions starting to sag back and lose comfort after two years on the couch not to mention we cannot recline on one side!!! TOTALLY UNACCEPTABLE and we would like some help please!!!!! We have been told they don't make our color couch anymore (after two years!!!) and we would like an exchange in addition to the fact the recliner would have to be to match the couch.Desired Settlement: Having a new couch. Where Bob's already discontinued the color we purchased we would like to have the [redacted] automatic recliner matched as well. What a brutal, disappointing experience with everyone we spoke to telling me they cannot help!!!!!

Business

Response:

Good Afternoon [redacted],

I

apologize for the lack of care and empathy that you cite to have received from

our Customer Care Office while seeking to resolve the concern with your

recliner. I further apologize that the part we ordered for you is taking so

long to ship to you; I assure you that we do not experience long delays on a regular

basis and we never meant to cause you more frustration or inconvenience.

The

protection plan you purchased through us covers you for five years of unlimited

part replacement and professional labor. Should you wish to have the item

replaced in lieu of accepting a service, or if a service isn’t going to rectify

the defect concern, your plan covers you for the cost a one time replacement.

We can offer to provide you with a reselection credit for the full amount you

paid for the sofa ($599) should you wish us to cancel the current part order.

Please understand that in accepting this option the parameters of your original

protection plan are considered fulfilled on this item.

Addressing

the recliner specifically as a business we are normally unable to offer

recourse on an item that is not experiencing any factory defect concern. We

agree that as a consumer you are owed recourse for the case of the defect

concern on your sofa and as you are not satisfied with the original recourse option

offered we worked to meet your demand by offering an alternate option for

recourse.

In an

extreme effort to provide you with satisfaction we can propose to provide you

with a store credit for 80% of the purchase price you paid us for the recliner ($499

X 80% = $399.20). Since this is an offer out of courtesy we can also provide a

credit for the monies you paid for the protection plan on the recliner

specifically ($69.99).

Another

benefit we can offer you is no new delivery fee on the newly selected

merchandise meaning, we will take away (covering the cost of disposing of) the

current merchandise in your home and pay to deliver the newly selected

merchandise on the same date at no cost to you.

In

Review our offer includes:

Full Store

Credit for the Sofa =$599 (Fulfilling the purpose of protection plan)

80%

Store Credit for the Recliner =$399.20

Partial

Store Credit for the Protection Plan =$69.99

Removal

of Old and Delivery of New Merchandise at zero cost to you.

Should

you wish to accept this offer and have the store credit entered for your use

please respond to this Revdex.com communication as ‘Satisfied’ and we will process the

credit and have our retail location reach out to you regarding the active

credit.

Kind

Regards,

Bobs Discount

Furniture

Consumer

Response:

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

Sincerely,

**I want to add how very disappointed my husband and I are that these measures had to be taken. We waited very patiently for an unreasonable and unrealistic about of time and received no sympathy whatsoever or concern as to the amount of time waiting being told repeatedly that the part is in [redacted].

In light of not being able to get the [redacted] color, we will opt for the brown and hope that the color is suitable. We would like the exact same set up, the couch and the electric recliner. I am a little turned off at the fact that after two years the manual cable snapped on the couch and am wondering if an upgrade to electric is possible at no charge to the consumer due to the excessive run around we received and lack of professionalism. Please advise as to when this furniture will be picked up and the new furniture received as we have gone months without the ability to recline on one side of the couch which is unacceptable having paid extra for the reclining option. Our number is ###-###-#### and our email is [redacted]. My personal cell is ###-###-####.

We appreciate your support and look forward to an expeditious reply.

Review: So when we bought our furniture from the store we got the [redacted] and we were assured by the sales person that the [redacted] would cover pet stains on our couch. When we were away our cat peed on our couch and we contact [redacted] and they sent a tech out to clean the couch and the person who cleaned our couch claimed that he was calling [redacted] only he LIED. He advised us that we would get new cushions and now we are not getting new cushions so we were LIED to. [redacted] contracted a guy to clean out couch and he advised us we would get new cushions and that means he is affiliated with you and you both have lied to your customers.Desired Settlement: I want new cushions like I was promised by the guy who came out to clean our couch.

Business

Response:

Good Afternoon Revdex.com,

I have

reached out to [redacted] directly today to discuss this matter further (10.13.2014).

Bobs Discount Furniture truly wishes to help every customer who has a concern

and in this case we are very sorry that we are unable to offer further

recourse. I have left the customer my direct phone number in the case she

wishes to speak with us further about our position.

The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a

staining concern from pet bodily fluids. I completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this

customer with this concern following their normal protocols. Bobs Discount Furniture

did not make direct agreements with [redacted] in regards to replacing parts of this

merchandise and given the amount of animal damage that is logged as having occurred

to this set I feel that the technician did what he could to service this

merchandise to the best of his ability.

If the

customer is seeking a different outcome she would want to pursue this matter

with the [redacted] company directly as this is the company she has been working

with all along for this concern.

Kind

Regards,

Bobs Discount

Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The guy who came out for [redacted] wrote down that we would receive new cushions and now you are going back on your word. Second the guy who [redacted] hired to come out to clean the couch NEVER even attempted to clean the couch. He called someone on the phone and the lady told him to stop and not doing anything. HE NEVER EVEN BROUGHT IN HIS CLEANING SUPPLIES TO ATTEMPT TO CLEAN THE COUCH. I wasn't going to say anything but you have really gone above and beyond to screw your customers. I am beyond words because the guy never attempted to clean the couch yet he wrote down new cushions. So the person [redacted] hired to do the job has LIED and now we are being punished. I am just in complete shock that a company like this would do this but that is okay because I will make sure everyone knows.

Sincerely,

Business

Response:

Good

Afternoon Revdex.com,

We apologize that [redacted] remains so dissatisfied

with the outcome of this complaint. We certainly understand her frustration and

we are sorry that we have no recourse to offer when the concern is completely beyond

our control. Bobs Discount Furniture was not present in [redacted] home during

that service therefore it is inappropriate for our company to work off of [redacted] perception of this technician and his behaviors while in her residence.

[redacted] is designed to

cover pet bodily fluid stains from a one time occurrence and Bobs Discount

Furniture did not deny [redacted] claim as we do not directly cover accidental

damages to begin with. [redacted] records indicate that the damage to this

furniture is extensive and doesn’t appear to be that of a single incident occurrence.

We are not able to overturn the choices or guidelines of a company we do not

manage. As a courtesy we can offer to refund the cost of [redacted] and we apologize again that we have no recourse to offer for the animal

damage that is present on this product.

If the customer is seeking a different outcome she

would want to pursue this matter with the [redacted] company directly as this is

the company she has been working with all along for this concern.

Sincerely,

Bobs

Discount Furniture

Review: I bought my living room set in February and the legs in the ottoman where tiliting in. When I called and advised they sent a repair person out to fix the problem. When he came out he advised the leds are put on incorrectly. I advised him that is how the guys from Bobs put them on when they delivered the. He attempted to fix them but they still were a lilttle slanted. He calleda rep who advised me they can would be abl to exchange but the no longer carried taht ottoman. So she gave me several options which I didnt feel ut was ok but I said ok. It was to give me 89.00 store credit and I will no longer have 1 year manufactures warranty and I keep that ottoman. Seeing that I have the whole sofa set another ottoman will not do. I feel as though since they do not offer that ottoman anymore my credit should have been more. They whole point why I bought this sofa set was big of the big ottoman.

Product_Or_Service: sofa set and ottoman

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the credit to be the same amount that I paid for the ottoman. They dont offer it anymore. And I keeping a damaged ottoman.

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the legs of the ottoman were improperly installed.

Our technician made a goof faith effort to repair and reinstall the legs. Since the ottoman has been discontinued, recourse relating to a manufacturer defect or delivery damage would be limited to;

1) Concession to keep the item with or without the warranty.

2)Return of the defective item.

3)Parts/service.

The maximum monetary offer for a concession is 30% of the paid item value. As a courtesy to you and because the item has been discontinued, I will increase the concession from 30% to 50% however, we are unable to honor your request essentially allowing to have the ottoman for free. The 30% ($89.70) was processed on, July 22, 2013.

Your business is greatly appreciated and it is our hope that you continue to allow Bob's Discount Furniture to be your retailer of choice.

Review: In June 2014, I purchased two leather power lift recliners from Bob's Furniture. The color of the chairs is a chocolate brown. These chairs reside in our interim apartment located in our son's home. We are snow birds from [redacted] and the chairs are only used approximately 4 months out of the year.

Shortly after delivery in June 2014, one of the chairs began to fade for no specific reason. The chair was only about three weeks old when we noticed this problem. I immediately contacted Bob's and was informed that since is was within 30 days of my purchase date, I would be covered under the One Year Guarantee Warranty. It was requested that I submit photos to their customer service department for review. Two weeks following the photos being sent, we were notified that we would be receiving a replacement part for the damaged area of the chair. The replacment part arrived after a month where we then had to contact customer service again to have a technician come and replace the part. That took an additional two weeks for the appointment.

Upon our return to ** this summer, after a month into our visit we noticed the same fading of the material occuring, but this time to all spots on the chairs. We contacted our Goof Proof Plus plan that we purchased from Bob's with the chairs and was told that they could not cover the chair since it was due to a** type of spillage, or physical damage??? In turn we were directed back to Bob's Customer Service. When speaking with customer service we requested that a technician be sent out this time to evaluate the damage as it's been a little over a year and since the last time the same thing occured. We were informed that this was not possible and that once again we need to send in photos of the chairs (both are fading this time around) and they would determine if there is anything they can do for us regarding the damage. This was completely unacceptable to me since I had this same issue last year and the chairs clearly need to be replaced not repaired. Some of the fading does not come through in the pictures and need to be seen by an actual person.

I then decided to visit the Bob's store located in [redacted] to see if there is anything they might be able to assist with regarding the replacement of these chairs and was told that they're not even covered under the store warranty anymore and there is nothing they can do for us.

Nothing was used out of the ordinary to clean these chairs. My son has the same material and color from another business in home which are five years old and doesn't have this issue. The cost of these chairs was over $1,400 and this should not have occured so soon. There is clearly a defect in the material being used and something needs to be done to assist us.Desired Settlement: We want the chairs replaced with another fabric as we are not confident that this will not occur again. We do not want to continue to have this problem in the future and be stuck with damaged chairs.

Business

Response:

Good Morning Revdex.com,

I have contacted this customer via telephone today (8.11.2015) and

advised them of my direct number for further contact should they wish.

I am very embarrassed about the poor service our customer received

from us regarding this concern and have entered in the reselection credit as

they have requested.

The customer can provide their salesperson with this credit

number: [redacted] when they visit our store to pick out their new chairs and I sincerely

apologize again for the manner in which their concern was initially handled.

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]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.

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: 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: I ordered a sofa, love seat, and ottoman from bob's discount furniture.Bob's furniture pushed back the original delivery date for an out of stock item (ottoman), then called to reschedule, then rescheduled again. Finally they agreed all items would be on the truck On the final date of furniture delivery (nearly 6 weeks from time of order), when the truck was 45 minutes from my house, informed that 2 of the 3 items ordered (sofa and ottoman) would not be on the truck. Their delivery service requires a person to be at the home all day, so my wife had to take off work (without pay). They then wanted to schedule an additional one ore two deliveries for the rest of the items. I asked them to at least take a portion of the cost off (10%-25% off the order) and Bob's refused. As such, I canceled my order.Desired Settlement: A refund of my full purchase price including tax and delivery, and some effort on Bob's part to make right my own financial loss due to their incompetence. Store credit would be acceptable, thought I will never have Bob's deliver anything to me again.Also, this review should be posted on Revdex.com website to provide insight into the issues surrounding doing business with Bob's.

Business

Response:

Good Morning

Mr.[redacted] was issue a complete refund of $1402.87 on 11/21/2013. This refund was issue to his credit card.

Review: On January 20th I went into Bob's Discount Furniture Store in [redacted]. I just got my credit in good standing. I went in to see about purchasing an adjustable bed. I found the one I wanted and was approved for $2300.00. On February 5th of 2015 the mattress/ adjustable frame were delivered. On January 20th I was told to purchase 2 mattress protectors. The s**esman told me they would prevent bed bugs. They put them on, per Bob's when they made the delivery. The bottom one is very difficult to get off. I slept on the mattress and re**ized it was the wrong one. I went back to the store and showed [redacted] the correct one.I was then told that 2 he**th pillows were a great choice for my he**th issues. I purchased them on that day and took them out of the store like I did the 2 mattress protectors the first time. I was not told that with an adjustable bed, that if you were dissatisfied, you could not take it back. That is very expensive and should be disclosed. A regular mattress does not fit on them. On February 18th the new mattress was to be delivered. I fell in my handicapped spot in front of my home due to plowing issues and broke my shoulder. During that week I had lots of Dr.s appointments and found out I was out of work in definitely. I made the responsible decision to c**l Bob's customer care and ask for them to not deliver the Correct mattress. I could not pay at that time. I spoke with a women who told me they would come and pick up the 2 mattress protectors , 2 he**th pillows and adjustable frame. She gave me a customer cr of [redacted]. She told me that was in case I needed to c**l and they would see this was **l approved and itemized. They came and picked up **l 6 items. The incorrect mattress, the 2 pillows, the 2 mattress protectors and adjustable frame. I c**led the financing company on February 19th, 2015. They said I still had to pay and I would probably not get a late fee because they would let them know ([redacted]), that the items were back. My bill was due February 16th. It has been a month and after getting a ride and going back to Bob's, speaking to the assistance at the front desk, with my paperwork pushed to the side, and then speaking to **, the manager of the store, everything is still not corrected. I have a $26.00 late fee, [redacted] is and has had a dispute with them since February 19th, 2015, and they say this could take up to 3 more billing cycles. I will accumulate more late fees and am still responsible to pay the $41.76 a month until this is resolved. I keep calling everyday because I am not working and can't pay. But because Bob's did not and still hasn't done there part, I am responsible. They would not give me an itemized paper for the merchandise that was taken out of my home. ** said, "we don't do that. " How do I know that it went back and to dispute it with [redacted] I need that. They said "they can't believe that they haven't credited my account. **so because they paid Bob's. They need that paper to not bill me and charge late fees so they know that the merchandise is not still in my home. It has not been since February 18th of 2015...This has been an extremely long and agonizing process and I am injured. What is going on??? Please help.Desired Settlement: Just please take refund my [redacted] account. I want **l late fees off and off my credit rating.

Business

Response:

Good Afternoon Revdex.com,

Please consider that this customer entered into a financing

agreement with [redacted] directly and Bobs Discount Furniture provided

documentations and expressed this in writing at the time of s**e. Any amount of

interest or financing charges is not under the discretion of Bobs Discount

Furniture to charge or remove. The customer would need to speak to the

financing company directly for further information on credit reporting and

interest charges as Bobs Discount Furniture is the retailer, not the

financing company.

**so expressed to the customer at the time of s**e were our

guidelines for refunds and cancelations. The sales invoice clearly indicated to

the customer that as a business we do not permit any return for cancelation of

merchandise once the merchandise has been accepted into the customer’s possession.

We made major

exceptions in this scenario to work above and beyond our expressed policies to

address this customer’s individu** needs in relation to the power bob bed

adjustable base.

Our records indicate that this customer originally charged a

tot** of $1953.06 to their financing account.

Our records indicate that we have refunded a tot** of

$1803.07 to the customer’s financing account.

The difference in between these two amounts is equal to the

origin** delivery charge associated with the origin** completed delivery that

the customer would still be expected to pay of $149.99.

If the customer is getting and/ or receiving a payment

request for $149.99 from [redacted] our records indicate that it would be

related to the delivery charge of $149.99. Bobs Discount Furniture took this

merchandise back and refunded the financing account for the merchandise, the

merchandise that was taken from the customer’s home could not be re sold and therefore

we lost an immense amount of revenue as a company in an effort to please our

customer. As the customer has disclosed the merchandise was returned strictly

to an event outside of our control and the merchandise had no defects or failures

on the part of our business authorizing this return. Again- as we worked above

and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is

expected to pay the origin** (agreed to and acknowledged) delivery fee

associated with their financed purchase.

As another extreme

courtesy I have processed a refund for this delivery charge to the customer’s

financing account in the amount of $149.99. For the customer’s records the

transaction number associated with this refund is [redacted]. It can take up

to one full billing cycle for these funds to show as being refunded on any

financing statement. While we are able to complete this refund as an addition**

courtesy we are unable to take ownership for any interest charged on the amount

of this sales order or delivery fee. The customer entered into an agreement

with a third party company and should payments be neglected under those

agreements that remains a dispute between the customer and financing company, not

Bobs Discount Furniture.

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: 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 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: 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 purchased furniture through Bob's furniture (6/10/2011) and also purchased extended protection plan for 5 years which expires 6/10/2016. I recently sat on my couch and poked a hole in one of the cushions with a screwdriver and my 5 yr old son than decided to make the hole bigger by pulling on the leather. I reviewed the matter with a customer service agent at Bob's who stated that it was still under the extend warranty I purchased. After several phone calls, emails and several pictures later, they are now saying they can no longer cover their merchandise that I purchased from them and will not honor the extend warranty plan I purchased for the furniture.Desired Settlement: I would like for the store to honor their warranty and repair the cushion on my couch..

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.

In this consumer’s specific case they have been working with the [redacted] company directly and not Bobs Discount Furniture. This customer’s records show no indication of speaking with our Customer Care Team since the initial period of sale in 2011. The claim number the customer has provided you is in fact a [redacted] claim number. Regardless of the fact that the purchased protection plan is honored and managed by a third party company, Bobs Discount Furniture makes an effort to assist in any concern that is brought to our attention. I have researched the claim and denial reasons with the [redacted] company directly to ensure that this concern was being looked at in a fair and adequate manner.

Please see the attached photos that were sent to the [redacted] company along with the reasoning we received for the denial (below):

From: [redacted]Sent: Tuesday, February 24, 2015 1:47 PMTo: [redacted]Subject: Re: claim # [redacted]

Customer's claim was originally honored until photos were rec'd and showed the excessiveness of the damage. Customer stated he sat down with a screwdriver in his pocket to cause the damage shown in the attached photo. The damage is not from a single occurrence and a screwdriver wouldn't cause that much damage. It looks like it has been there for some time and that someone has been picking out the foam core.<!--[if !supportLineBreakNewLine]--><!--[endif]-->

It doesn’t seem that the customer disclosed the same information to the [redacted] company as he has in this Revdex.com complaint. The protection plan as its name depicts (Goof Proof) is intended to offer coverage on one time accidental damages, accumulated damage or any damage that is not of an accidental nature is an appropriate reason for denial under this protection plan.

While Bobs Discount Furniture truly wishes to help every customer who has a concern we cannot verify that the [redacted] company has failed this customer under the provisions of protection set forth. We remain very sorry that we have no direct recourse to offer this customer for this concern.

Kindest Regards, [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased a bunk bed from bobs furniture and a dining room table in June 2015. My husband picked up the pieces at their [redacted] location. We put everything together only to find out, two pieces to the bed were damaged. We called the customer service dept and got the worst response. First they coudln't get us pieces, then we needed go back to [redacted] to get them, then they ask us to pick up the piece in their [redacted] store 3 times. Everytime I called I called 7 times, they would tell me something different. I was fed up and told them I would be putting the bed outside for pickup. I no longer wanted it and will go purchase another one somewhere else. A supervisor contacted me that day and ask for one last chance, they said that the pieces would be delivered to our house (which we came back from a vacation a day earlier to be home for). They showed up at the time not agreed to with customer service. This has been the biggest fiasco from a large company that I'm very unhappy with and will NEVER do business with again. Today is august 8th and finally got my last piece delivered and the person on the phone had the nerve to suggest a 25 dollar credit?? Two months of a run around for 25 dollars?? Courtney, the manager said they already waved the delivery fee, Really??? I wish she didn't say that! I spent more time on the phone with them than anyone else. I basically had to do there job and only when I stated I was throwing the bed out of my house did they finally do something. Very upsetting!!!!!Desired Settlement: We need some sort of discount for time spent on my personal time trying to get this resolved..

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the damaged merchandise and multiple phone calls 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. We have resolved the original concern

and delivered the customer the merchandise originally expected in good

condition. At this time any additional accommodation we feel adequate to offer

to the customer is a form of our apology and at our internal discretion.

While it is not normal procedure to so we

do recognize that we have failed our customer and we have already made an

exception in this case to work above our normal compensation guidelines and

policies. Normally we offer any additional apology amount in the form of a Bobs

Discount Furniture Gift Card and in this case we have already approved our

apology amount to the customer in the form of a refund.

We do not offer apology monetary amounts

based off of any one individual’s time and we are unable to offer a discount

off of factory fresh product that stands in the home in good condition.

Our records indicate that Courtney made an

appropriate offer in the amount of $50.00 as an additional form of apology on

8.08.2015. Due to the extreme disappointment our customer is expressing we will

upgrade our offer one final time to a

$75.00 refund to [redacted].

We again apologize to our customer and

while it is at their discretion to accept this additional courtesy from us we

do hope they can see the value in our offer.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Revdex.com and [redacted], I am sorry but Cortney offered me $25.00. She began to remind me that Bobs Furniture went above and beyond to try to deliver the damaged parts and They waived the delivery fee. Honestly NO ONE ever mentioned that their was a delivery fee, and excuse me but that was my 5 attempt to try to pick it up myself! Twenty-five dollars she offered would not even cover lunch for my family and I, This also does not cover my family and I arriving from vacation early to receive the merchandise the first time. (which they came early to deliver, we stated to the manager we would only be home after 11am) WE lost $150.00!! The numerous calls and fighting back and fourth isn't worth 75.00. We have been very patient and allowed Bobs many times to try to fix this. I am sorry but they have not try to make this situation right. They have been pushing me around and tried to make me go away. As I stated to everyone I spoke to, if this was fixed 2-5 time I wouldn't be requesting anything. Things happen but honestly we have been very accommodating. BOBS TAKE RESPONAIBLY!!!!!!

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We are very sorry that our customer remains so unhappy with our

response(s).

Our first response indicates that we do take complete ownership

for the failures that have occurred, causing our customer such inconvenience

and as a business we have honored our original promise of getting this customer

the merchandise purchased in the condition it was expected. I think it’s

appropriate that this record also shows that after our agent Courtney

encountered this customer she made a valid effort to keep an eye on this

individual’s account and offer a personal follow up to the customer which came

very soon after the delivery on 8.08.2015.

There is a continued track record of Bobs Discount Furniture

taking responsibility and working hard to make our failures right in this case.

In an effort to move forward and acknowledge our customer’s demand we have tripled the original offer the

customer cites to have received from us.

This offer is one we stand behind as fair and adequate in addition

to making the failures we caused right.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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,