Bob's Discount Furniture

Review: I was told by 2 phone representative from customer service that I did not purchase the Goof Proof Protection when it was clearly on my receipt.

I have a collapsed seat on the corner seat of my leather sofa. I contacted Bob's and they said that they would send a repair man to see if it can be repaired in home. He came, took pics and said it could not be repaired in home and asked to call customer service with me there. He told them the issue and looking at my receipt saw and repeated to them that I had purchased the Goof Proof Insurance. After he handed me the phone and left. The rep told me that I DID NOT have the insurance and argued with me even as I looked as CLEAR AS DAY on my store receipt and [redacted] receipt that I CLEARLY PURCHASED GOOF PROOF. She proceeded to say, "Sorry, but you do not have it".

Hung up with her, called back and spoke to another rep who said she wanted to help and then found that I did indeed purchase it (she at least asked for my invoice #) and holding 3-4 times at 5 minutes a pop she and manager have decided that it was not enough insurance to cover my damage and that they will refund the $39.99 I had paid. Are you kidding me? So they sold me a LIE, misrepresented themselves, and Bob line of "I've got you covered" is [redacted].! Well I went nuts after 2 hours on the phone with these Customer service reps, broken policies and misinformed salespeople who sold it to me. They should all be fired and Bob's should be noted as a FRAUD Business with empty promises and HORRIBLE CUSTOMER RELATIONS. it was clear that the customer service office that I spoke with was a small office and they all were aware of my conversations with previous rep. DISGRACE...calling [redacted] with "[redacted]" to get to the bottom of BOB's DISCOUNT FRAUD FURNITURE and broken policies!Desired Settlement: This piece of furniture should clearly be fixed or replaced. followed THE rules....BOUGHT THE LILY GOOF PROOF PROTECTION SO IT SHOULD BE USED FOR THE PURPOSE OF WHICH IT IS INTENEDED. Bob's really needs to stop frauding customers.

Business

Response:

I have been in contact with Mrs. [redacted] since, 9/10/13, sharing email correspondence between 9/10 and 9/12/13.

Our most recent offers for recourse;

- Return the damaged unit � in exchange for a $220 gift card

- Keep the damaged unit and we will issue you a gift card totaling, $100.00

- Keep the damaged unit and we will refund 30% of the cost, $66.00

As of 9/12/13, I am waiting for a response/decision from Mrs. [redacted].

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: I was lied to by salesman about coverage of optional goof proof protection plan now im being denied claim.then I was offered a replacement piece of furniture but they want me to pay a $70 delivery chargeDesired Settlement: I would like my furniture repaired or replaced with no charge to me

Business

Response:

Good

Afternoon [redacted],

I

am so sorry that you are unsatisfied with the results of your last service; I completely

understand your frustrations and assure you that Bobs Discount Furniture cares

very much about our customer’s satisfaction.

Our

records reflect that the part of your sectional you are still experiencing

concerns with has ‘pet damage’. Although the type of pet damages on your

furniture are not covered through the Goof Proof protection plan you purchased,

Bobs Discount Furniture has made a valid effort to reach out to you and help

you resolve these concerns prior to you filing this complaint. I am so sorry that we initially ordered you a

replacement part and later realized the installation would take too long to

complete. This is certainly our mistake and we have initiated an extremely prized

option to you to appease the disappointment we caused you. We have offered to

replace an item that has no manufacturing defect to it and we have only

requested that should you decide to have this item delivered to you, you pay a

delivery fee. Bobs Discount Furniture considers delivery fees separate from the

cost of our merchandise and support that these fees are charged for the service

of having a delivery. The drivers must be compensated for their service and the

delivery truck must have gas in the tank to make stops. As a business trying to

be as honorable to our customer as we can, we have offered to bring you an item

that retails for $400.00 and have asked that you pay a delivery fee of $69.99, I

am truly saddened by your disappointment because I genuinely believe that this

is a fair option for resolution. Further considering that the $400.00 item we

are replacing has no defect present within it, we have worked above and beyond

our normal processes to satisfy you.

Your

account indicates that you spoke with an ‘Account Management Specialist’ within

our customer care team today and we approved lowering the delivery fee we are

asking you to pay. Again we are sincerely trying to reach out to you because we

honestly value your business. As of today (2.20.2014) we have asked that you

pay a $49.99 delivery fee, should you choose to have this item delivered and

your old piece removed by our delivery team. Please know that you do have the

option to bring back the old piece and pick up your new piece at our [redacted] distribution center should you prefer not to pay any delivery fee at all.

I

apologize again for the frustration that this has caused you and I assure you

that we are doing everything in our power to meet you at an agreeable

resolution.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a sofa and loveseat from [redacted]'s Discount Furniture approx 4 years ago, recently I had an issue with a couple of very small razor like tears in the fabric at the end of each piece. Flash back to the sale speaking with [redacted], he said don't worry that it's a fabric sofa and love seat all I need to do is buy [redacted]'s Goof Proof protection plan and within 5 years I will be able to replace or repair both pieces no questions asked. I was skeptical, and said that can't be, and the rep said 100% covered, rips, stains, broken pieces, anything, we will replace your furniture or repair. I purchased the Goof Proof plan for $99.99 and the sale was final. So now, four years later, I call [redacted]'s when I become aware of the tears in the fabric and submit a claim. Repairman (sub contractor) not a [redacted]'s repairman came to the house and inspected my furniture. Took pictures, and said [redacted]'s would be in touch. A couple of weeks later my claim was denied as the issue was wear and tear. I called [redacted] at Customer Care and asked why the claim was denied when I had Goof Proof, she said I should have read the fine print and it was my fault that I didn't read the Goof Proof brochure. I did read the brochure and no where did it state that they didn't cover their products, it gives you a 1-800 number and all the accolades of their fine warranty (ha). I asked to speak to a manager and was put through to [redacted] who repeated almost verbatim what [redacted] said. I asked to speak to her supervisor and she said that wasn't possible, I would just be told the same information. I asked how to get in contact with [redacted] or any "higher ups" and she said I would have to go to the [redacted]'s website and click on the "ask [redacted]" link and inquire that way. I just think it's awful the way they can sell this warranty that is a COMPLETE scam.Desired Settlement: Because I was lied to and [redacted]'s isn't standing behind their "Goof Proof" warranty as promised I am requesting that my $99.99 be refunded. That's what I wasted on the Goof Proof warranty. I was lied to intentionally and this is still happening at [redacted]'s. I've read the online complaints about Goof Proof and people everyday are buying into this bogus warranty program. I hope you are able to look into this issue for me, I thank you for your time.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to [redacted] for the disappointment she

has been experiencing. I believe there may be some confusion on our customer’s

part regarding the Goof Proof Protection she was sold by our company and I

thank her for the opportunity to clear that up. I assure [redacted] that the Goof

Proof Protection plan she was sold covers rips, stains, and broken pieces just

as she has cited in her complaint. In speaking with [redacted] (the company that

manages this plan for [redacted]’s customers as well as many other furniture

retailers) they have told me that they do have a record of [redacted] calling them

on 4.07.2014 and reporting concerns for her product. They have explained to me

that they sent [redacted] the necessary paperwork to complete her claim and they

have not heard back from her yet. [redacted] would only need to report an accidental

damage that caused these rips in order for this type of damage to be covered

under her plan. Just like many other protection plans purchased for

electronics, automobiles, and appliances the protection plan does not cover

normal usage. Any and all protections plan must contain restrictions in order

to keep the plan fair for all consumers alike. [redacted]s Discount Furniture is

usually not present when an accident occurs in our customers home to cause such

damages so it is naturally expected that the customer would call the protection

plan themselves to report the incident that occurred.

As [redacted]s Discount Furniture is a separate company from

[redacted] notified us of her concerns on a different date (4.08.2014)

and [redacted]s helped [redacted] by sending out one of our technicians to repair any

factory defects [redacted]’s product may have been experiencing. As you will see

from the attached document containing the pictures our technician took of [redacted]’s

merchandise, there are more than just manufacturing defects present on this

furniture. [redacted]s Discount Furniture offers all our customers our Goof Proof

Protection plan because as a furniture retailer we are unable to take responsibility

for accidental damages like rips and tears caused to home furnishings after our

customer has had possession of the merchandise. I apologize to [redacted] again for

any stress that this process has caused her and I encourage her to contact

[redacted] again to disclose the accidental occurrences(s) that caused the damages

present to her furniture. I am confident these would be covered under the

protection plan as long as the accidents reported match the damages shown, rips

and tears of this nature do not just appear on furniture overnight. A refund of

the plan monies would not be an option thru [redacted]s Discount Furniture at this

time as we are happy to take care of any manufacturing defects that occur

within [redacted]’s product through the lifetime of the purchased plan.

Review: Hi, Never ever Trust Bobs!I confirmed with Bobs that I will have my sofa delivered for Wednesday, Now is Friday and it hasn't arrived yet! I called them and say started saying excuses & leis! We only needed for this weekend in our summer house! never ever trust bobs!Desired Settlement: Need it delivered today

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] on the daytime phone number he

provided today (7.28.2014). I have left a message asking that he call me back.

I apologize for any failures on our end that caused this much inconvenience to

our valued customer and I look forward to speaking with [redacted] when he returns

my message.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: purchased bobs goof proof warranty which was sold to us by the sales person & also publicly advertised in bobs furniture commercials nationally. after using bobs furniture polish provided to us by the sales person I realized there were scratches all on the surface of the table. I called bobs and they told me that scratches are not covered. the sales person who sold me the warranty specifically stated that any accidental damages would be covered. now I have a brand new damaged dinning table that I bought a warranty for that is completely useless.Desired Settlement: I would like for bobs to live up to what they say, if you sell me an accidental warranty and this is obviously an accident then the repair should be done.

Business

Response:

Good Morning [redacted],

I am sorry to learn that you are having difficulty using the

valuable Goof Proof Plus Protection Plan you purchased through Bobs Discount

Furniture. Please disclose what type of one time accidental occurrence caused

these scratches to the table and I will be more than happy to seek further

recourse on your behalf through the [redacted] company. I apologize to you again

for any frustration this portion of your protection plan has caused you and

look forward to your response so that I can help you pursue this matter

further.

Kind

regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I used the bobs wood cleaner and a cloth to clean the table and after I saw all the scratch marks, we haven't even ate at this table yet. Please give me a call at the phone number ###-###-####

Sincerely,

Business

Response:

Good

Afternoon Revdex.com,

I spoke with

[redacted] today (8.05.2014) as he requested and I am currently working with him

directly to seek resolution for his concern. [redacted] has agreed to submit photos

of the table to me and working off these photos I can research the best

possible avenue to satisfy our customer. Bobs Discount Furniture is truly sorry

for any confusion that may have been set forth during the time of sale and for

the lack of care [redacted] has received when speaking with the [redacted] company. We

are grateful for the opportunity to assist our customer directly.

I have

emailed [redacted] with my direct contact information and if for some reason that

email did not go thru please pass along my email and my phone to him:

###-###-####

/ [redacted]

Review: On 11-22-14 I purchased a dining set from Bob's Discount Furniture, but didn't want it delivered immediately, so the salesman said I needed to pay 20 percent to hold the product (which turned out to be incorrect info). The amount paid was $120.00On 12-21-14 I paid balance of $408.94 and the furniture would be delivered on 12-26-14. Not pleased because I was supposed to be able to get this before Christmas, but I was told wrong info when making initial purchase.On 12-26-14 delivery of table with no chairs was made to my home. I was not there when delivered because they were several hours late. Next day I called for to to find out why I didn't get chairs and was told they were out of stock and wouldn't be in until late January or early February. Thsi was unacceptable and I told them I wanted to return the item because it was not what I did not get my complete order. It took two weeks for the item to be taken from my home. In the meantime, I called daily to get it out of my home because it was a large piece of furniture taking up space but it couldn't be used without the proper chairs.On 12-31, before the actual pick-up of the item I received a refund for $408.94.I continued calling for remainder of refund and I finally received $28.79 on 1-9-15. I continue calling for the remainder of my money and am getting nowhere. To me this is a theft of my money. They continue to give me the runaround. When I call corporate, they say I need to talk to the store where I ought the item and the store says it is corporate that has to help me. I am so tired and frustrated by the customer service of this establishment.I am owed $91.21. I have spent several hours on the phone trying to deal with this issue and have stored a product of theirs in my home for 9 days. My time and storage space are worth some reimbursement.Desired Settlement: I definitely want my money back. I need it and they are holding it hostage.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the processing errors

on our part that have caused this customer to have to wait so long for her

remaining monies. We further apologize for the lack of care our customer’s

concern was met with as she asserts to have been referred to multiple facets of

our organization just to get the money back she was originally owed. We thank

our customer for bringing these coaching concerns to our attention and have

begun addressing these concerns accordingly.

I tried to contact [redacted] on the number she provided you with today

(1.21.2015). I left a message on her answering machine apologizing and

indicating that I was calling to obtain her credit card number so that we could

complete the processing of the remaining $91.21 that is owed to her. Since I wasn’t

able to reach her I asked that the customer give us a call back at our retail

location to complete this processing. I have left the (below) instructions for

this transaction on [redacted]’s voicemail and have also posted these here for [redacted]’s

review:

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: 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 complaint involves replacement/repair of the following:

1. Sugar/Spice Bed (Canopy) (Rocking Canopy ); Loose bed /broken metal bed underrail

2. Sugar/Spice (2) Dressers (scratches and peeling/chipped plywood )

Furniture was damaged after moving around some of my purchased furniture in the bedroom and wear/tear personal usage. -Desired Settlement: Please replace, repair, or refund bedroom merchandise. with respect to my extended Goof Proof Warranty.

Canopy Bed is unsafe.

Business

Response:

Dear Revdex.com,I called and spoke with Ms. [redacted] on, June 16, 2015 regarding the concerns expressed in the Revdex.com complaint. Ms. [redacted] explained that she purchased the furniture in 2012 along with the five year goof proof plan. The manufacturer warranty associated with the furniture items expired September 13, 2013. Ms. [redacted] says that while rearranging the bedroom furniture (2x)the dresser was damaged; she is going to attempt to file a goof proof claim, although I have explained the plan coverage and process (she admits knowing the day , hour and second of the damage- as well as how the damage occurred). I have agreed to schedule a service technician to visit her home, assess the loose canopy frame and provide best effort service, if possible. The technician is scheduled to visit on June 23, 2015 and she will receive an automated call confirming the timeframe of the visit, one to two days prior.Ms. [redacted] is a former employee of Bob's Discount Furniture and understands that the actions above, are the only available options for recourse.Thanks,[redacted]

Review: Purchased a bedroom set, May 2013; headboard and footboard fell off bed June 2014. Larger screws installed by company technician. Headboard and foot board fell off bed again in May 2015; technician inspected bed; concluded it was our fault and no action could or would be taken to rectify our complaint. The bed is in a guest room and infrequently used.

Business

Response:

Dear Ms. [redacted],Upon receipt of your complaint a representative from our Consumer Liaison team reviewed your account and attempted to contact you but received your voicemail. After thoroughly researching your account, the representative has processed the necessary paperwork to allow the even exchange of your bed. Please contact our customer care center for additional details.Thank you,[redacted]

Review: So we have a rug from this company code and we have had nothing but problems with it and we were advised when we got the warranty everything was covered. We purchased this rug from someone named "[redacted]" who is no longer with the company (go figure) apparently he must have lied to us. Our rug was urinated on by our cat and they are refusing to replace our rug because of multiple stains. Needless to say this warranty is complete fake and useless and I would never recommend this place to anyone. At first you think you are getting a great deal just wait until you get the warranty and you see what happens. Our rug is ruined and they refuse to pay for it and the original person who told us that everything was covered under the warranty lied. So now we are screwed.Desired Settlement: I want my rug replaced and I really think that if this is not done we want a refund because we have had enough with this place.

Business

Response:

Dear Ms. [redacted],Upon receipt of your Revdex.com complaint, a representative from our Consumer Liaison team attempted to contact you but received your voicemail and left a message. After thoroughly reviewing your account, we have placed a credit on your account equal to the original amount of the rug ($199). Please contact our customer care center or store for additional details.Thank you,[redacted]

Review: I went into bobs furniture in [redacted]. In January 2015 to purchase furniture for an apartment I was moving into in February. I picked out a mattress, two dressers, a bed frame, two nightstands, an entertainment center, a coffee table and two end tables. I also purchased a protection plan. I was told that I needed to buy a $100 mattress cover for the warrantee on the mattress. I bought the mattress cover in store. I planned to return once I was settled in the apartment and pick out a new couch as well. I was told all of the items I selected would be delivered January 31st except the coffee table which was out of stock until February 14th. I was fine with that. Checked multiple times that everything was coming January 31st as I was not bringing any of my old furniture with me to the new house. On January 31st I threw away all of my old furniture and went to the new apartment to wait for the delivery. My plan was for them to deliver and assemble everything in the new apartment while it was empty making it easier on both of us, then I would bring my belongings in. The truck showed up and instead of the full bedroom and living-room tables they had the mattress, one night stand and the entertainment center. I was very upset. The delivery driver called customer service and they told me the rest of my furniture was scheduled for another date a week away. My new mattress was placed on the floor and the guys left. I opened the mattress cover that I was told I needed to have on this mattress at all times to find it had holes in it. Called the store and was told I needed to bring it in. Went to the store and exchanged the mattress cover and spoke with the store manager. He apologized about the situation with the order somehow being split into two and told me he would remove $266 for the delivery charge. I took the day off work to be available for the second delivery which was secudled between 12-4pm. The truck showed up at 9 pm and two exhausted delivery men brought the furniture in. When they removed my bed from the box there was a chick taken out of the wood on the headboard, and a four inch scratch on the nightstand. They told me to write these damages on their invoice and call customer service. I called the next day and was told that the delivery invoice had nothing to do with bobs and was only for the drivers. Then was told to take pictures and email them to bobs. Once they received the email I would be getting a call about repairing the damaged pieces. I did that and never received a call. I finally received the coffee table a few weeks later (after taking another day off of work) . I called customer service about the damaged items and was repeatedly told I would be getting a call. Never got a call. On July 1st I had finally had enough when my bed started shaking and making awful creaking noises. I took off the mattress to find that several screw holes has no screws in them and some boards were entirely not attached to anything else. Called again and was told they needed to ship the hardware to me and that a technician would be out to install it / fix the damaged pieces (that I had been calling about for months)

The hardware came, the technician came, and when he moved my mattress showed me that several of the support slats were in the wrong places. He told me he would tell customer service that the head bored should be replaced instead of repaired and would move the slats into the correct positions. When he removed the support slats he found that there were adjustable feet on them that were never lowered and that the weight of the mattress had pushed them straight through my carpet. He reported this to customer care and told them this was clearly caused by the furniture being assembled incorrectly. They told me to make a claim. I spoke with the company that owns my apartment and they said to have bobs contact them otherwise I would be responsible for the cost of the carpet ($2500) they also told me that the entire 800 square feet of carpet would need to be replaced as it is all one piece. Meaning I will have to move everything out of my apartment, into a storage unit or truck for at least one day. If I don't I will be charged for the entire carpet. I made the claim with bobs on Tuesday. Today is Wednesday , this morning a technician came to my house and told me he was here to move the supports in my bed. He took one of the slats that the mattress rest on and attempted to move it to the bottom of the frame closer to the floor. I asked him why he would do that considering there were no holes there for it and it obviously didn't go there and he said it was fine, he would just drill holes. I asked him not to and he seemed very annoyed with me. I apologized for him coming out and let him call customer care from my phone. He left while I was speaking with them. The delivery truck with the new headboard came About and hour later while I was on hold still waiting for a manager. After reporting the damages five months ago, it came today. I remained back and forth on hold and being transferred for the next few hours until I spoke with someone who said I definitely should be compensated for all the difficulties. He put me on hold for another ten minutes then came on and offered me a $100 gift card to bobs. I don't have use for that. He puts me back on hold and then tells me they can refund the $229 delivery charge. I don't feel like that is enough either, and was told by the store manager in person that the delivery charge was already removed (also a different amount than what the customer service guy on the phone is now offering me) I ask to speak with someone higher and am transferred to a woman who tells me she is so so sorry but that's all they can do. She then transfers me to another woman who tells me bobs will not offer me anything more than the delivery charge . She says the store never took it off and that they don't have the authority to anyway. She was very harsh and essentially laughed at me when I asked if I could just return everything because it has been such a headache. She refused to transfer me to her supervisor or tell me of anyone I could contact over this. After five months of issues $229 feels like a slap in the face. I told her I did not want to stay on the phone or make any dicision on this because I was very frustrated and overwhelmed by the whole ordeal. She told me I could call back by Friday if I would like the $229 refund credited to my account. After that the offer would no longer be available.

I do not feel that $229 is acceptable based on that I have repeatedly been told one thing then had another happen. I have missed work for multiple deliveries when it was supposed to be one. I have patently sat on hold for hours at a time and been told that there is no record on any of the things I'm talking about. Now I have to choose between removing everything from my home to have the carpet replaced or paying for it myself when I move out.Desired Settlement: I feel that if the only options I have are store credit or a delivery charge refund (that I believed had already been removed) than I would like at least enough store credit to purchase another piece of furniture. Not $100 toward something. I do not need lamps or vases as the woman on the phone suggested.

Business

Response:

Good Afternoon Revdex.com,

I have personally spoken to [redacted] today (7.20.2015) and

provided her with my direct contact number for further follow up.

We are very embarrassed about the failures that occurred to

cause our customer so much frustration and take responsibility in ensuring that

these failures are made right by our customer.

I have advised [redacted] to provide her building with my direct

contact information for follow up on the property claim, she has conveyed to me

that she has confidence in her bed’s current stability, and we have compensated

her in a way she finds acceptable at this time.

Kindest Regards,

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: Two months ago my wife and I purchased several furniture products from Bob's Discount furniture totaling nearly $2,000. One of these items was a bed. This bed was delivered a week or so later and was entirely defective. The entire frame of the bed was broken due to the delivery team's poor handling and assembly. Due to the frame being broken we called and issued a time/date for it to be replaced. Not only did the delivery man show up a few hours earlier than expected, but he also didn't bring ANY equipment or tools to fix the issue. He laughed and said "I'll be back in a few weeks." Fast forward a few weeks later and we had a delivery team call me from my office and tell me that they'll be at my residence a full hour early. Although mad, I simply wanted to sleep in a bed again and decided to leave work early. I had to wait almost three hours until they eventually showed up. I even had to call the customer service line and inquire about their whereabouts. I received an apology. They came, they replaced the frame, and all was well. I was informed to call the customer service line and request a refund. As I stated earlier, my wife and I had been forced to sleep on our sofa for almost two months, causing back pains and sleep issues the entire duration. On 9/18/2014 I called and spoke with a supervisor named [redacted] (Employee ID: [redacted]) and was told that I was the lucky winner of $25 dollars. When I displayed my dismay, she raised it to $50. I again denied the offer. Both my bed and box spring is scratched, my wife and I backs are killing us, and I haven't slept well in almost two months. Over the last two years I have spent nearly $10,000 on furniture from Bob's. I am now furnishing houses and if Bob's wants to keep my business, they'll offer a legitimate refund.Desired Settlement: I'd like a full refund on the delivery/handling charge and I'd like a 50% refund on both the bed and box spring.

Business

Response:

Good Afternoon Joseph,

I apologize that your original bed was delivered and

built with a factory defect. I further apologize that in our quest to make this

defective product failure right by you, you have been enduring such a poor

delivery/service experience. Bobs Discount Furniture truly appreciates our

customer’s business and ensuring our customer’s satisfaction. I assure you that

Bobs Discount Furniture cares very much for this concern and our intention was

never to create continued inconvenience for you or your wife during this Bobs experience.

Bob’s prides itself on providing our customer

quality service and the best value product for the price. Our primary focus is

on ‘Making It Right’ so that our customer is satisfied with the product that

they have purchased from us. While we pride ourselves on making our failures

right by our customers, we do recognize that we have failed you and that you

have not received the typical satisfactory Bobs experience overall. While it is

not normal procedure to do so we can approve processing a monetary refund of

$100.00 to your original method of payment. We can provide you with the

remaining $50.00 (of your delivery fee) in the form of a Bobs Discount

Furniture Gift Card. We sincerely want to earn your trust back in our business

and providing you with the opportunity to receive a valuable cash and carry

item or a $50.00 discount off of a future purchase is an offer that we make out

of extreme apology. Regretfully we are unable to offer you a discount on the

current mattress and foundation you have. Your records show no indication of a report

of ‘scratches’ and how these may have occurred as a result of our fault. This

mattress and foundation have been in your possession since 07/31/2014 and we

cannot take responsibility for a damage you allege occurred from our employees

without a detailed report being made to us on the date of occurrence. If you

can provide pictures and evidence indicating how we are at fault for these

‘scratches’ I can look into pursuing this further on your behalf. Further discounting

Product affects your warranty status through the bedding manufacturer directly

(not Bobs) as well and we do not find it to be a good and caring decision to

void out a customer’s 18 year non prorated warranty status simply to provide

them with a monetary amount they determine fit.

Again I apologize to you that you found our initial

offers of further apology unsatisfactory. Please let me know through this Revdex.com

channel if you would like to accept our final offer of compensation. If so I

will process the necessary documents and have our retail location reach out to

you to complete the $100.00 refund. The $50.00 Bobs Discount Furniture Gift

Card can be mailed to your residence or processed electronically onto your

cr account that already exists within our records.

Kind

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: TO WHOM IT MAY CONCERN. I PURCHASED A MATTRESS SET FOR THE AMOUNT OF 999.00 PLUS INSURANCE AND TAXES JULY 2013. I STARTED NOTICING THAT MY MATTRESS WAS SINKING IN THE MIDDLE BUT PAID IT NO MINE BECAUSE I NEEDED A NEW BED. IN AUGUST OF 2014 I PURCHASED A BED FROM THE SAME COMPANY AND TO MY SURRISE I STILL HAD THE SAME PROBLEM. I NOTIFIED THE COMPANY A TECHNICAN WAS SENT TO MY HOUSE TO INSPECT THE ROBBLEM I WAS HAVING WITH MATTRESS A VERIFIED THAT THERE WERE INDEED SOMETHING WWRONG WITH MATTRESS. THEY ARGEED TO REPLACE MY MATTRESS SET WITH A BRAND NEW ONE AND HAVE SET UP A DELIVERY DATES. ON 11/28 WAS MY FIRST DELIVERY DATE AND THE BOXSPRING WAS ONLY SENT THE SECOND DELIVERY DATE WAS 12/13 AND THEY ONLY SENT THE BOX SPRING NOW HERE IT IS 12/30/2014 AND THEY HAVE AGAIN SENT THE BOX SPRING AND NOW ONCE AGAIN I AM BEING TOLD THE MATTRESS SET HAS NOT BEEN IN STOCK AND DO NOT KNOW WHEN IT WILL BE IN. I HAVE CONTACTED THIS COMPANY AND THE ONLY THING IM GETTING IS THEY DONT KNOW WHEN THE SET IS GOING TO BE IN.Desired Settlement: IF THEY CANNOT REPLACE THE MATTRESS I WILL LIKE A REFUND

Business

Response:

Good Morning Revdex.com,

I have reached out to [redacted] via phone this morning

(12.31.2014) at ###-###-####.

I have left a message for [redacted] with my direct contact

number; please pass it along as well in case she doesn’t receive my message–

###-###-####.

We sincerely apologize for the error in our processing

that has caused [redacted] not to receive the new mattress during several delivery

attempts.

I have personally located the inconsistency and effectively

corrected it.

The inventory article number that we have been using is

no longer an active number and normally our computer system will make our

Customer Care Agents aware of this by placing an alert in the sales order that

is clearly viable. This is certainly our failure on all accounts and we absolutely

want to make this failure right by our customer.

We have many options available to [redacted] at this time

including a refund if she feels that is necessary at this time.

Should [redacted] feel more comfortable she is welcome to

respond to me via this Revdex.com channel or I am directly available to her by phone/ email

at ###-###-#### / [redacted] .

Thank

you for the opportunity to make it right,

Bobs

Discount Furniture

Consumer

Response:

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

Sincerely,

Review: My name is [redacted] and my girlfriend's name is Christine Hall. We made an in-store purchase of a couch from the Bob's Discount Furniture store located at [redacted] in [redacted] on January 25, 2014. It is almost a month later, and the store has failed to deliver the couch to our home in a timely manner. On the first attempt, the delivery team did not even try to take the couch off of the delivery truck and get it inside the house. On the second attempt, the delivery team called us the night before to confirm that they would deliver the couch in the morning. The following morning, they called us to let us know that they were running behind schedule, but that they would "definitely" deliver the couch by the end of the day. Two hours later, they called back to say they were not going to deliver the couch due to "inclement weather". When we spoke to a manager for the delivery team, she would not give us any information regarding the situation other than the fact that we had to reschedule. She wouldn't even tell us where the couch was being transported from or why the delivery truck could not drive through weather conditions that smaller, less-equipped vehicles were able to get through with no problem. In the end, she told us she had rescheduled us for the following Saturday, but when we followed up with a store manager at the[redacted]e location, he informed us that she never put in the information for the rescheduling. Overall, this has been a horrible experience and we are requesting compensation for the 27 days that it took the company to deliver the couch after we already signed the paperwork for.Desired Settlement: When the delivery team failed to deliver the couch on the first attempt, the [redacted] sales manager - [redacted] - apologized for the unprofessionalism of the delivery team who did not even attempt to fit the couch in the house. He said that he would compensate us with a $100 store card once the couch was delivered. Now that the delivery team has failed to deliver the couch for a second time, and because we had to personally follow up behind the deliver manager because she did not do her job and reschedule our delivery, we are requesting that Bob's Furniture take $250.00 off the cost of the couch. We are not asking for gift cards for future purchases. If Bob's wants our future business, they will realize that taking money off the couch will get us to come back, not a gift card that will be used towards more delivery disappointment

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple deliveries and lack of initial delivery service continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us. As the retailer we have taken full responsibility for the alleged occurrences reported to us from 2.06.2015 and offered the customer a further form of apology as outlined in this complaint. On 2.17.2015 we kept our customer as informed as we were on the status of the pending delivery. As a retailer we regretfully cannot force a trucking company that we partner with to send out their employees and their delivery trucks in conditions that could cause extreme harm to their employees or others on the road. We are truly very sorry that we were unable to deliver to this customer on 2.17.2015, had the event preventing us from delivering (weather) been at all within our control I’m confident that this scenario would have turned out differently.

Our records indicate that while we were unable to deliver to this customer due to events beyond our control on 2..17.2015 we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on 2.21.2015 (Sat). We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on 2.21.2015 ensuring that we were placing this customer’s needs above others.

We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of these failures.

At this time we are looking forward to completely resolving this customer’s concern on 2.21.2015. We are unable to offer apology amounts off of any individual’s time and for observable reasons we are unable to offer a discount off factory fresh product that stands in good condition in a customer’s home. Should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 2.21.2015. We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer. Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison <

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Review: I purchased the" Chadwick" bunk bed/trundle set. The support rail split in two, right down the middle. when I called about it, the customer service rep told me that she had a "critical information package" on file and that the same thing was happening to other customers.

Business

Response:

Good Morning Revdex.com,

We apologize for any disappointment

the customer has experienced with the bunk bed purchased from us.

Our records reflect that as a

business we addressed our customer’s concern fully on 3.10.2015 and the

customer has selected to use their credit in a purchase for new living room

furniture.

We look forward to pleasing our

customer with the new merchandise they have selected via the credit and

resolution we are providing.

Sincerely,

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.

I would also like to say thank you for working with me and being understanding about the situation. I am extremely satisfied with the resolution.

Sincerely,

Review: I'm having issue with a four piece sectional sofa I bought from the store. I had to reschedule a delivery being that a contractor was still doing work in my basement. The sales associate [redacted] promised us that she was able to get the entire sofa including the Chase being that she has a friend who works in the storage warehouse. The only reason that we purchased the sofa from this branch was because they were the only one that had the entire sofa in stock. My wife called to request that we reschedule for the following Tuesday. The sales representative on the phone informed us that due to a problem with the computers the sofa would not be able to be delivered in full. Only half of the sofa would be available. Sales representative told us that we were only received half of our sofa without the Chase. Her reason was that their computer system automatically send the missing piece to the next available delivery date and to a different customer. I find it ridiculous and hard to believe that they cannot call their supply warehouse and request that we receive the other half of our sofa being that we were first in line to make the purchase. I requested that we should cancel our purchase altogether. The manager didn't even offer any sort of refund or promotion. He apologized and said there's nothing he can do about that. My wife tried to contact the sales representative we originally made the purchase with. Her name was [redacted].The first time my wife tried to call and contact her she was told that [redacted] was out sick for the day and she would contact her tomorrow. The next day my wife called back and was told that she doesn't get in till 11:30 and she would call as soon as she got in. I tried to call this past Saturday, March 28. It was obvious they were avoiding my wife's phone call. I called and requested to speak to [redacted] at around 2 PM that Saturday. I was told that she was with a customer and would contact me as soon as she was done. I never received a call back and I tried to contact her again at 6 PM and was told she was out to lunch, at 6 PM. It is very obvious that they are lying to us and avoiding our phone call because they don't want to resolve the issue and realized they made a mistake or they just plain lied and never had the sofa in stock, in full in the first place. They delivered the wrong sofa and you want color to my mother last year.she tried to contact them and resolve it they also gave her the runaround.I was told that the Chase piece of the couch will not be available for another two weeks possibly.Desired Settlement: I would appreciate even just a simple common courtesy phone call back. If they offer some sort of promotion or gift card that would be okay.

Business

Response:

Good Afternoon Revdex.com,

I called and spoke with [redacted] directly today (4.01.2015)

and conveyed our apologies to him for the frustrating experience he has had

with us thus far. We have made [redacted] a compensation offer prior to his sale

being completed which he has accepted. I have also provided [redacted] with my

direct contact information and explained that I will personally keep an eye on

his order to ensure we get this remaining item to him as soon as we are

physically able to provide it.

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’m writing to share what a terrible experience I have had with Bob's Discount Furniture. I've had my couch for a little over 2 years and it is coming apart at the seams on two of the back cushions at the top. There are also 3 small discolorations on the matching ottoman. Since we purchased the Goof Proof protection plan my fiancee called Guardian to make a claim on 3/24/15. After spending 30+ minutes on the phone with a representative she was told they would not cover this as it is considered a factory defect and not accidental damage. She then called Bob's Customer Care department and was given an appointment. The woman she spoke with told her that a technician would come to our house and re-sew the seam and look at the ottoman. A technician came today and looked at our furniture, called a representative, and never explained what was going on. After giving the representative a few codes over the phone he handed me the phone and left. The representative on the phone advised me that since it was over one year from the date of purchase it was not covered by Bob’s and that we would need to go through Guardian. When I advised that we had already done that and had been told that we needed to go through Bob's she advised there was nothing further she could do.

My fiancee just called Bob's Customer Care department and spoke with a representative named [redacted]. She explained the situation and stated that as per Bob's website the Goof Proof protection plan extends the one year factory defect guarantee to five years. She inquired as to why we were even given an appointment if this was not the case and why she was told over the phone that the technician would re-sew the seam. [redacted] advised that Bob's technician had deemed the damage "customer caused" and therefore Bob’s would not cover it. My fiancee explained to him that this is not possible since the damage to our couch is on top of the cushion that your back rests against, not on the cushion that you sit on, and that we do not use any sharp objects on the couch or sit on top of the couch. In addition, the stitching is coming apart at the seam, it's not as if there is a random hole in the middle of the cushion. (She didn't press the ottoman issue as this is minor compared to the couch.) He stated that Bob’s stands by their technician and that there was no recourse. She asked to speak with a supervisor at which point [redacted] became extremely rude and argumentative. He first told her that we had had the furniture for "a really long time" and so we should just be happy with it. She informed him that 2 years is not a long time by any means and that quality furniture should last much longer than that. He then told her that a supervisor was only going to repeat what he told her and would not connect her to a supervisor. After asking to speak with a supervisor no less than 10 times he finally said he would connect her but that first she would wait on hold for 25 minutes, which she told him she was willing to do. He then disconnected the call (I’m assuming so that she would not complete the customer service survey at the end of the call as she had promised to do).

For a company that promotes the customer service aspect of their business, I am extremely disappointed in the way we've been treated. I would have hoped that a large company such as Bob’s would take action to keep their customers satisfied. I've heard similar stories from other customers who have purchased furniture from Bob's, including the technician handing off the phone and slipping out without giving an explanation as to why damage was not covered. In addition, we’ve now been given conflicting reasons as to why the damage to our furniture is not covered. It is discouraging to learn that although Bob's advertises that their furniture will be covered for 5 years with the Goof Proof protection plan both Bob's and Guardian find reasons not to cover the damage when their furniture comes apart within that timeframe. It appears as if we paid for extended coverage that Bob's will come up with any excuse not to honor, even though their salespeople assured us that the protection plan would cover us when we were spending the extra money to purchase it.Desired Settlement: I would like my couch and ottoman to be repaired. If this is not possible then I would like it to be replaced.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies for the disappointment our customer is experiencing with their

merchandise and the protection plan they purchased at the time of sale.

Our records indicate that this

merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof

Proof Plus’ plan (as indicated on our website) until 4/01/2013. This

customer purchased ‘Goof Proof’ on their sale which is coverage provided thru

the Guardian company only for a variety of in home accidental damages.

The merchandise was delivered on 01/23/2013 and guaranteed against factory

defects thru Bobs for a period of one year. That year guarantee expired on

1/23/2014 (over a year ago-leaving the customer with active protection thru

Guardian only) and we received no reports of concern from this consumer within

our direct guarantee period.

We are very sorry if the customer

found our technician process to be unsatisfactory and also for the report of

rudeness from our Customer Care Agent; our technician was sent out to the home at

no charge as a courtesy to aide our customer to the best of our ability. We

find it unnecessary for any technician to remain in a home when we can

communicate more thoroughly with our customers one on one and the technician

has other services to get to. I have included photos of the damages present

(provided by our technician) and it is clear as to why these damages cannot be

repaired. There are multiple damages that have occurred off of the seams

themselves over a period of time within the customer’s possession.

In regards to the ottoman, it is

not common that a 100% POLYESTER material make up just begins to discolor on

its own. Yes, this could be the result of normal wear and tear combined with

environment however not commonly the result of factory defects. Our technician

did not deem this to be a defect in the factory’s workmanship nor does the

customer maintain the “Goof Proof Plus” plan that they are referring to

seeing on our website. Unless they have an accidental occurrence to report that

coincides with this discoloration (to Guardian) there are no active resources

available for full coverage on this ottoman.

As a one time extreme courtesy and because Bobs Discount

Furniture truly does care about our customers we can make a one time courtesy

offer for resolution. Should the customer wish to accept this courtesy offer

they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –

Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing

needed:

Courtesy Offer for Resolution:

If the customer would like to reselect to a different set we will

provide a credit (store credit) of 70%. This 70% will be based off of the

original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. In

the interest of fairness we would ask that if the customer wants the new

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

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

the cost of our merchandise. We will expect to remove the current Sofa and

Ottoman the customer has in the home before or on the same day the newly

selected items are delivered. We can cover the cost of removing and disposing

of these items as an additional courtesy as we continue to stand behind the

integrity of our technician’s report.

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,