Bob's Discount Furniture

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

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

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

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

Consumer

Response:

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

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

Business

Response:

Good Afternoon Revdex.com,

While we apologize that our customer is experiencing any

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

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

customer’s concerns with satisfaction.

For instance, our records indicate that when this customer

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

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

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

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

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

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

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

new dresser.

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

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

trundle unit. We most certainly take responsibility for the workmanship

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

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

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

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

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

Our records indicate no report of concern has been made to

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

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

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

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

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

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

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

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

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

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

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

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

Options for

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

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

individual customer):

Option #1:

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

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

delivery our technician logged scratches present on the footboard associated

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

effort to appease this customer’s demands.

-Or-

Option #2:

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

bed that may fit his furniture needs

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

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

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

delivering the new bed the customer selects.

-Or-

Option #3:

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

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

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

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

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

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

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

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

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

Please let the customer know they may respond to us thru

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

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

concern.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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

Sincerely,

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

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

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

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

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

Business

Response:

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

Good Morning Mr. [redacted],

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

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

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

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

The response I received is unsatisfactory.

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

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

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

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

Good Morning Mr. [redacted],

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

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

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

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

Business

Response:

Good Afternoon [redacted],

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

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

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

and did not locate any “peeling”. Your

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

however this is not a defect in your merchandise.

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

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

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

offer you.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: on 4/1 after speaking to a Bobs Store manager in [redacted]. I was told to call Customer service and speak with a manager in regard to a falsy advertised sectional that seem available andate got an email saying on piece wont bu in until may. Unacceptable. I talked to a supervisor my the name of [redacted] she refused to give me her last name . Her customer care skills were poor as she was very non understand and dry to her responses. In other word it showed she did not care. She offerd me a $50 gift card that even so I would have to pay additional money out of pocket for a couch to be delieved on time. To me all of these things are inconviences caused through false advertismen to on the site . Had it said it was back order I would of went with different options. She explained this is on she WILL no exceptions. I asked to speak with a new supervisor and was denied and told to have a good and if I did not want the couch because of delivery to cancel the order which was a bit harsh to say. I work in medical feild and would dare talk nor

treat anyone with that manner.Desired Settlement: I would like the delievey charges waived. As with my original order there is a delievery issue to get me my paid in full items 2 months down the line. I should be able to chose a couch that is available for shipping right away and be waived delivery for my troubles. After today I will never shop nor reccommed Bobs to anyone I know.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies

for any confusion set forth during this customer’s web purchase. We further

apologize for the rude behavior the customer cites to have been met with while

speaking with our Customer Care Team; we take great pride in ensuring that we

always offer our customer’s the best care possible and have already begun

researching this interaction so that we may take the appropriate coaching

opportunities.

Following

our normal successful procedure for web orders, the stock of the merchandise is

never disclosed during the purchasing process on the web. The website does not

allow the customer to schedule a delivery date and after the order is placed a

Bob’s representative contacts the customer and advises the customer of the

anticipated delivery dates we can provide based off of our current warehouse

stock. This is the same process that occurs daily on our sales floor and in the

majority of cases we have plenty of stock available to provide our customer’s

selections with. In rare occurrences we are met with an expected shipping delay

from the overseas vendors we work with.

We still immediately communicate this finding to our customer and while

we apologize again for any confusion this customer experienced the act of “false

advertising” doesn’t exist in this scenario due to the nature of the orders

lifecycle. Per our sales invoice should

the customer wish to cancel and receive a full refund prior to taking possession

of the merchandise, this is always available. This works directly in the

customer’s favor in the case we are met with any unexpected delay in our

container shipments.

At

this time this customer’s merchandise is not showing on back order and our

records indicate that this merchandise is set to be delivered on 4.09.2015 to

the following shipping name/address information:

Bob’s prides itself on providing quality

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

making any concern we have caused right so that our customer is satisfied with

the product that they have purchased from us. We currently have a delivery

scheduled resolve this customer’s concern and have worked above and beyond our

normal policies by providing this customer with an apology gift card when the occurrence

of disappointment is and was beyond our control. A delivery fee is charged for

the honest fact that the customer is contracting a delivery service along with

their sales order, we do not work the price of delivery into the price of our

discounted products and as the customer still expects the delivery to take

place, the charge for delivery remains a reasonable association to this sales

order.

With review and respect to all the facts

communicated above we do consider this concern closed as resolved from our end

at this time.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sofa from Bobs in September 2012. At that time I also purchased the goof proof protection plan. The springs in the sofa on the right hand side went. I called the customer service and they sent a technician out to investigate the complaint. The service technician took pictures and turned the sofa upside down and ripped the underside cloth to get better pictures. At this time he said the springs were gone and he would this information on. He told me he was not sure what they would do with this information. He said for himself it would take a few hours to replace the springs or they may just replace the sofa. I received a letter from the goof proof (Guardian)2 weeks later stating there was no damage to the frame and it was the cushions sagging from normal wear and tear. I called customer service to explain that this was not the case, there was nothing wrong with the cushions. I told them at this point I wanted to dispute what their findings were and was told it was not an option. I also said they now the bottom of my sofa has been torn apart and what were they going to do about that. They said they would have someone call me back within 48 hours. It has now been 5 days and I have not heard from anyone.Desired Settlement: I would like them to either repair, replace, or refund my sofa.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our deepest apologies for any frustration the

customer has been met with while working with the Guardian company to report

the listed concerns. Bobs Discount Furniture offers the best protection plan available

in our industry and we stand behind the value of the Goof Proof and Goof Proof

Plus Plans.

I have left this customer a voicemail message this afternoon

(7.08.2015) with my direct contact number ([redacted]) requesting a call back

at their earliest convenience. I look forward to speaking with this customer

and working to resolve their concerns in the most fair and adequate manner

possible as their account currently shows no record of speaking with Bobs

Discount Furniture directly to seek resolution for this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

Please pass on our deepest apologies for any frustration the

customer has been met with while working with the Guardian company to report

the listed concerns. Bobs Discount Furniture offers the best protection plan available

in our industry and we stand behind the value of the Goof Proof and Goof Proof

Plus Plans.

I have left this customer a voicemail message this afternoon

(7.08.2015) with my direct contact number ([redacted]) requesting a call back

at their earliest convenience. I look forward to speaking with this customer

and working to resolve their concerns in the most fair and adequate manner

possible as their account currently shows no record of speaking with Bobs

Discount Furniture directly to seek resolution for this concern.

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,

Consumer

Response:

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

Sincerely,

Review: We had bought the "Goof Proof" warranty on our new sofas. Our salesman had told us that "after you have a party and there are stains you can use this service to get them cleaned". We bought the warranty based on that. Then we had a small gathering (I guess you can consider it a party) and 2 small stains were visible on the sofa (by small I mean two .25 quarter of an inch in diameter circular drops) and we wanted to have them cleaned. Called customer service and he asked were these made during a party and my wife said "yes". He said then we cannot clean it - the warranty does not cover it. My wife asked if she would've said that it wasn't caused during a party then would they have covered it and the salesman said "yes". He even admitted that the warranty does not make any sense. he said that he's already entered it into the system so she would not be able to call back for the same thing. very frustrating experience and the warranty does not make any sense.

Product_Or_Service: XXXXXXXX Venus II 4-Pc RAFL/BOP SLP/C/LAFC -DUNE

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: Have the sofa cleaned and have the stains removed.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Mr. [redacted],

I responded to the email you sent to our Corporate Office on 5/14/13 regarding the same merchandise and goof proof concerns; To date you have not responded. My response read as follows;

Good Morning Mr. &Mrs. [redacted],Thank you for choosing Bob Discount Furniture. Your email has reached the Consumer Liaison department. I attempted to research your account however, I was unable to locate any claims filed under the goof proof protection plan.

Goof proof is a great benefit and provides peace of mind against most in home accidental damages, including stains, when properly reported. Damage claims must be reported within 30 days from the date of the occurrence; Food and beverage stains are covered however, an accumulation of stains would result in a denial of the claim as well as damage occurring more than 30 days ago prior. If you are dissatisfied with the goof plan, I will be happy to cancel and issue a full refund.

Thanks

_

Please let me know how you wish to proceed.

Review: On Saturday March 7th, 2015. I received a delivery for a headboard and a sofa from Bobs Furniture. There were two delivery men who came to deliver the furniture. The first gentleman came in with the headboard and asked my husband and I to please remove the mattress from the frame so that he may install the headboard. Both my husband and I did remove the mattress when the second technician came in he brought the sofa in and proceeded to help the other technician so the first technician was taking his time and installing everything properly the other technician was rushing through it and was rushing the other tech. Then they installed the leg rest of the recliner sofa we purchased and said they were done. I asked do I need to sign anything and is there a receipt for me the first technician said no that when they arrived back to the store they will sign the receipt as if it were received. That night when I sat on the bed I feel the bed lopsided. I look under the bed and the second technician that was rushing through everything installed that side of the headboard incorrectly, the wheels on the frame were suspended in the air and the headboard was drilled too high. So Monday I called and spoke to [redacted] explained everything that happened so he tells me the next available date to have someone come out is March 18th but he can put a request to have someone come out Tuesday March 10th. Then he proceeded to explain that this did not guarantee someone coming out but that someone will call me back that night to confirm if a technician was coming. I agreed. I never received a phone call that night. March 10th I'm at work and I get a phone call from Bobs stating that the tech was at my door to look at the bed. I explained to the lady on the phone that someone was suppose to call me and confirm if a tech was coming since no one called I assumed no one was coming and there is no one at home at the time because both my husband I were at work. She stated to please call Wednesday and reschedule a time best suitable. March 11th, 2015 I called again and spoke to a young lady and explained everything to her she places me on hold to look up the account and when she comes back she says they are fully booked but she can put a request for either March 12 or the 13th so that someone can come out and fix the headboard. She said call back tonight before 8pm and confirm what date was approved to have a tech come out. I called before 8 and I was told the request was not put in as of yet but to please call on March 12 and confirm if the tech will come out. I called back on March 12 and I explain once again to the representative on the phone what is going on and she says can I place you on hold to look at your account. She returns 10 minutes later and says I finally discovered why no one has come out to your home to fix this issue, I said ok what is it? She states that because we only purchased the headboard and not the frame with the headboard they cannot send a technician to rectify this problem. I said so what you are telling me is that I spend my money with you guys and you guys make a mistake and now you wont send someone out to fix the mistake? and on top of it all the technicians who delivered the furniture did not give us a receipt to prove the delivery and now I cant get my bed fixed? She said yes thats what Im saying. I explained that I have a 6 month old baby at home who I lay on this bed and if this bed collapses while my child is laying on this bed it will be your fault and she said Im sorry but there is nothing we can do about it. I just hung up.Desired Settlement: I just want them to send a technician to fix the mistake they made or give us our money back.

Business

Response:

Good Morning Revdex.com,

We apologize for any and all

inconveniences we have caused our customer and look forward to the opportunity

to make this concern right.

I have reached out to this

customer directly via phone this morning and provided my direct telephone

number on an answering machine for their follow up.

As this concern requires the

confirmation of specific details and dispatch of service technician and/or

delivery team I feel it is best that I communicate with this customer verbally

if at all possible.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

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: I ordered a bedroom set in which this is the forth time that a part that was missing on the first delivery is not delivered. I have been sleeping on the floor for two weeks because the bed can't be assembled because of the missing part. This last time they came, I called the day before to make sure they don't miss the part again and they assured me that the part will be there. They came in to deliver the bed and that part was missing again from the delivery. I understand a mistake can happen, but when it happens the third and the fourth time something is extremely wrong with the way the business is handling things. The customer is the only one that suffers and the business keeps the money of the consumer putting all kinds of excuses while the customer feels helpless.Desired Settlement: All I want from Bob's Discount Furniture is to return my money and i'll take my business somewhere else. They are saying they don't refund, so the customer is just supposed to get a horrible service and be OK with it.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies for the multiple failures our customer has

endured with this purchase. It was never our intention to cause them so much

concern and we assure our customer that we have put forth an extreme effort to

make our mistakes right by them.

Our customer’s account indicates that as of 9.5.2015 the mattress

was fully delivered by way of an add on request made specifically to accommodate

this concern. Our records also indicate that we have a scheduled service to the

customer’s home (for the nightstand) on 9.09.2015.

As we have conveyed to our customer, we are more than willing to

discuss compensation as a further form of our apology for the inconveniences

our failures have caused after our customer is completely satisfied.

If the customer is unhappy with the resolution(s) that have taken

place (9.5) and are in place (9.9 –nightstand) please have them respond to us

so we can discuss other options available for resolution.

We apologize again to our customer and assure them we want to

honor our original agreement and provide them with the products they have

selected in the condition expected.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison