Bob's Discount Furniture

Review: I purchased a warranty for my couch which I was told and paperwork says covers tears when I called they told me it wasn't covered this is a scamDesired Settlement: I would like couch repaired or replaced as promised by saleswoman and warranty purchased

Business

Response:

Good Morning Revdex.com,

Our records from this sofa

purchase show no indication

of any claim made directly to us for a concern of tearing. In fact we show no

conversations at all with this customer since their delivery day of 09/15/2015.

The paperwork we provide at the

time of sale indicates that our business (Bobs Discount Furniture) covers occurrences

of manufacturing defects – I.E – a tear that occurs on the seam work of the

merchandise. The paperwork provided goes on to explain that the [redacted] company

provides coverage against covered accidental occurrences of tearing within

their very own terms and conditions.

The protection plans we sell are

far from a scam however I don’t believe the customer is referencing the

appropriate business within their complaint. Should the customer wish to

elaborate on their concern further we welcome it however at this time I believe

their dispute is with a claim they made thru [redacted] and not Bobs Discount

Furniture.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On 4/25/2015 I placed an order for furniture at the store for $2330.96. The next day, 04/26/2015, I contacted the store and canceled my order no furniture was ever delivered. I was told that I would be refunded 100% of my purchase price within 3 to 5 days. On 05/02/2015 I contacted the store again because I still had not received my refund. The sales associate said that there was a hold on it, he didn't know why, but he fixed it and that I would have the funds credited back on my card within 3 to 5 days. It is now 05/07/2015, nearly 2 weeks since the original order was canceled and I still have not been refunded.Desired Settlement: Full refund of purchase price ASAP!

Business

Response:

Good Afternoon Mr. [redacted],Thank you for considering Bob's Discount Furniture for your home furnishing needs. I apologize if you were misinformed regarding that the expected time frame for your refund. Your sales invoice explains our refund policy and reads as follows;For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.I have conferred with our Corporate accounting department and was assured that your refund was released back to our credit card company on May 5th; I expect that the funds will be available to you within the next 3-5 business days, if you have not received them by now. If the refund does not post to your credit card by May 12th, I would recommend that you contact your credit card company.Bob's Discount Furniture appreciates your business and we apologize for any inconvenience we have caused.Thank you

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. Please note however the sales associate that processed my cancelation explicitly told me 2 to 5 days not 16 as referenced in Bob's response. Perhaps Bob's should do a better job of training staff on processes to avoid similar complaints.

Sincerely,

Review: On 12/1/14 I ordered almost $9000 in furniture in which it was paid for in full. To date I'm still waiting for some items. 5 different delivery dates have been provided between January and February however the items for some reason still hasn't been delivered. several representatives have given a host of reasons ranging from the items being damaged, back ordered, weather, to my account being blocked.Desired Settlement: Full refund of entire order.

Business

Response:

Good Day [redacted]

My name is [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care Liaison. The Revdex.com offers a very valuable communication channel for fair mediation between a business and a customer, our company takes great pride in the fact that we respond to every Revdex.com communication received via this channel.

I have read through your complaint and your account notes and on behalf of Bobs Discount Furniture I express to you my sincerest apologies for the frustration you are experiencing as a result of our failures. Our business values each and every one of our customers at the highest level possible, always acknowledging that the continued growth and success of all our careers rests upon our ability to satisfy our clients. Please know that I would prefer to express my apologies to you verbally however I am reaching out to you via writing thru this Revdex.com channel as my colleague, [redacted], has informed me that you’d prefer not to speak with anyone from our organization directly regarding your current concerns. Should you change your mind I can be available to you by phone at [redacted] or by email at [redacted] . My usual office hours are Monday – Friday 8:00a -4:30pm.

Transparency and honesty are two of our core values that we hold dear so while we absolutely take direct responsibility and ownership for the frustration that the attempted deliveries for the remaining items (1- dresser/ 2-table lamps/1- floor lamp) have caused you, the explanations we have provided you with are factual. Again, completely our fault and in no way are we trying to excuse the fact that we have directly failed you and want nothing more than to make these failures right by you.

While I fully understand your reasons for seeking a refund on the many items already delivered from your sales order this is not a possible option for resolution and with all due respect doesn’t solve the issues our inabilities have caused you. Per the invoice provided to you at time of sale our expressed policies depict that once merchandise has been accepted into your home it is not eligible for a cancelation or return. Our service policies further depict that in the event your items are experiencing any factory defects, within warranty, we offer service or replacement for stock items. I fully comprehend that this is your Bobs experience nevertheless I feel it necessary to convey to you that we take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overall. Our customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S.

I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.

In the hopes that you will forgive us and provide us with an opportunity to prove to you as a business that we understand the importance of earning our customer’s trust back, we have uploaded a $200.00 Bobs Discount Furniture Gift Card to your cr. While it is not normal procedure to do so, we unquestionably recognize that we have failed you and are prepared to discuss an additional option of compensation in the form of a monetary refund amount once the pending concerns for your lamps and dresser have been adequately resolved.

As of today (2.13.2015) the dresser remains unavailable to us to deliver until 2.28.2015 (Saturday). We can offer to schedule you for that delivery date or we can schedule for a date that works best for you after the 28th. We are more than willing to make every request within our power to work around your scheduling needs to get you this product as soon as we physically can.

The lamps (2 table and 1 floor style) can be sent out at the same time as the dresser but if you’d prefer to have these sooner we can ship them to you via [redacted] to avoid having you wait home for a delivery of just lamps. Should you prefer the lamps delivered we will of course accommodate the cost of doing that for you instead. The lamps are available in our distribution centers as of today and can be shipped out to you via delivery or [redacted] as early as next week.

I apologize to you again for the inconvenience we have caused you and should you wish to work with me directly to solve your concerns or keep our communications subject to the Revdex.com’s mediation service I am available to assist you.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sectional from Bob's Discount Furniture, which was delivered in October 2014. Within a week of owning the sectional, the cushions were becoming flat, and in early December 2014 we called to complain. They sent us new cushions, which took a month to arrive, then I called to schedule a time for somebody to install them. On the date that they said they would have somebody here, nobody showed up, and they told me that they entered a different date in the system. On the day they were again supposed to come, there was a blizzard, and they had an automated system asking me to select a new date. I selected the next available day. Again, nobody showed up and when I called they said that they were waiting to hear from me to schedule the service. They finally came on the 3rd attempt. When the service person came, he said that he's never seen seat cushions packaged the way they were. He also was only expecting to replace one cushion, since that was what was put on his service request. They were flattened and rolled up. The chaise cushion was completely unusable. He called to tell them what was happening, and I talked to them as well. We were also left to figure out how to dispose of the old cushions that the service person was not prepared to take. They said that the best they can do is offer me in-store credit. I told them that I wanted a full refund and for them to pick up the couch, and they said they would only do in-store credit. I don't want in-store credit, because the quality is very poor. I have no need for any other furniture besides a couch, and I cannot trust the quality of any other couches from this company. They also said that they would compensate me for the two times that they didn't show up, but that they had to wait until the matter was resolved. I asked about that again when the service was complete, and they said that the issue was still not resolved, so they can't offer me anything.Desired Settlement: Full refund for the following: [redacted] 4 Piece package: $999 [redacted] Storage Ottoman: $249 Delivery: $229 Goof Proof Plus: $249 Compensation for the days they didn't show up: $200 Total: $1926 plus taxes paid

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple services and defective seat continues to cause our customer. We can certainly understand the customer’s frustration and assure our customer that we have been and continue to provide the best resolutions possible to address the product’s concern.

Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern the product has 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 defects that the seats were experiencing and provided the resolution of replacement parts to correct this concern.

Our technician should have taken the defective parts away with him at the time of service and we have already begun addressing the obvious coaching concern this information has presented to us. Should the customer still need these old parts disposed of we are more than willing to provide an option for resolution to take care of this.

Please see the underlined verbiage of our ‘Service Policy’ as listed below and indicated on this customer’s original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):

SERVICE POLICY

We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time.

Our records indicate that the original manufacturing concern has been nearly resolved; we certainly did not expect one of the seats to arrive in poor condition from the manufacturer. Our records also depict that the technician was in the home from approximately 1:00pm – 2:45pm and completed the installation of 5 out of 6 cores. The concern remains present from one part out of all we ordered and as a business we have already offered another suitable resolution that deviates from our expressed policies (as indicated above) in an effort to please this individual specifically. Please note we would normally offer to re order the remaining one seat core that is experiencing a defect and complete our original agreement. We have paid for parts and labor and are willing to yet again take on another extreme cost of taking back (and disposing of) the current merchandise for a store credit reselection and deliver new merchandise while covering all costs associated with a new delivery fee.

We are able to compensate for our failures and not one individual’s assessment of their personal time. A failure absolutely occurred on our end when the initial installation service wasn’t properly scheduled. We are regretfully unable to control the fact that a service was canceled for weather related reasons and do apologize that the customer cites to have experienced any errors while rescheduling thru the automated system. As another effort to work out of policy and provide the customer with an apology offer for the scheduling and rescheduling failures we are able to offer a $50.00 Bobs Discount Furniture Gift Card right now.

At this time the product concerns are being addressed within our expressed policies as well as above and beyond. We stand behind the already offered resolutions as the most fair and adequate offers we are able to provide this customer with. We have further made an apology gift card offer and indicated that we will make every effort to remove any old parts the customer has been wrongly left with in the home.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bob's Discount Furniture is a FRAUD!!! I purchased the BELLA Sofa set in April of 2012 and seven months later I was calling warranty because the left front side arm rest had sunken in. So, the first Technician came on November 6, 2012 and stated to me that they could repair the problem but upon speaking to the office he was told not to do so and they would send out another technician for further review. Next on November 13, 2012 the second Technician came out in which he was to take photographs of the sofa and report his conclusions, that never happened. The young man asked me what was wrong with the sofa and then proceeded to leave. I then call back to Bob's customer service and inform them of the matter and was told for me to take the photos and email them to the office (apparently I work for the company now). Needless to say I send the photos and tada...I never hear anything again! Now here it is ten months later I call once a again for the same matter, Technician number three shows up to my home today (9/12/2013) sees that the sofa has the "SUNKEN ARM" issue, proceeds to open the bottom (now that looks horrible)and then informs me he can't fix it, UGH. Once again I speak to Bob's and the service rep and manager explain in the same scripted manner that they can't take any further recourse and I'm stuck with a broke 15 month old couch! I ask and explain why I feel that because I went through proper protocol and they did not do their job and because the initial complaints were made before the 1 year warranty I should be issued a new sofa. And instead of them handling the issue, I was once again read the "RECOURSE Script" and passed the Guardian aka Goof Proof telephone number in which after 13 minutes of hold was hung up on. Thanks Bob's Furniture for your unprofessional and unacceptable service.Desired Settlement: All I ask for is a replacement sofa. My husband and I spent our hard earned money on Bob's Furniture and we expect to have good quality and loyal service from your company because with all of the competitors out here we chose your company to furnish our home and deserve to be treated with class and respect as a consumer. Now if the do not want to replace, we of course will have to take further legal action.

Business

Response:

Dear Revdex.com,

The originial response submitted on, 9/20/13 was an offer to exchange the customer's sofa based on the previous service reports. The necessary paperwork has already been processed and the next step is for Mrs. [redacted] to contact our customer care department to scheldue the exchange.

Review: We purchased a family-room suite of furniture and one piece was to be a sofa w/ a hide-away matress. I never thought to check on the competency of the store to deliver what we ordered until my wife scheduled surgery this past Friday. On Sunday, the though ocurred to me to verify that we recieved what we ordered since the wife will not be able to sleep in our second floor bedroom for a few days after surgery. When I check the sofa I discovered that we received a standard couch and not the sofa-bed the sales person, [redacted], clearly understood what we wanted. I went to the store today, but was told I had to pay a depreciation charge of 10% plus another delivery fee.Desired Settlement: I would like the sofa bed that we told the sales person we wanted. I do not think any depreciation is warranted. The sofa has only been sat on 4 or 5 times even though it was delivered last August and there is absolutely no sign of wear on it. Plus the mistake was not something we played a part in. Plus I can not image that anyone would think that a second delivery charge is warranted under the circumstance. This proposal was given to me by customer service manager, [redacted].

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you did not recieve the type sofa you believed to have ordered.

The sleeper sofa is an additonal $200- $300, depending upon the type of sleeper mattress you choose. The sofa package you were charged for includes the standard sofa, loveseat, (3) tables and two lamps for, $1198.00; the package which includes the sleeper would have been $1398 for the innerspring mattress or $1498 for the bob-o-pedic mattress.

If you prefer to return the standard sofa you will be responsible for paying the difference as well as a new delivery fee, I will not as a usage fee for the transaction.

Your business is appreciated and I apologize for any and all inconvenience we have caused.

Review: I had purchased a storage ottoman from bobs not even a year ago and the leather is splitting and the cushions are flattening. Customer service tells me it's normal wear and tear and there's nothing they can do. We do not misuse the ottoman in anyway and I'm very upset with how the handles this situation.Desired Settlement: I want my ottoman exchanged for a new one

Business

Response:

Good Morning Revdex.com,

This claim has been fully resolved by our business as of

3.12.2015.

The customer wrote to us directly thru an email channel and I

personally responded to the customer thru email back in March.

The customer accepted an even exchange of a replacement

ottoman on 3.12.2015.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a dinning room table set about a year and a half ago. I have reached out to the warranty department twice as the product is falling apart (screw fall out, cushions are flat, cloth has ripped). Bob's technician did not speak to me to ask questions regarding usage, accidents, or any incidents which may have caused the issue. He did the same as the previous technician and screw in new screws. Something that I could obviously handle myself, therefore no need to pay extra for a warranty. The minute he walked out the screws were falling off again. According to this technician, this is not due to manufacturer's defect, therefore not covered. Customer service could not give me a clear definition of manufacture's defect to justify their case. As previously mentioned the product has not reached a two year usage and other than the stated issues is in mint condition as is gets very little usage. Bob's customer service claims to stand behind their product 110%, just not this one. It was explained that an accident must occur in order to be covered by warranty. This would mean a broken chair with a possible person getting hurt??? is this what it would take to cover my complaint??Desired Settlement: This product is defective and I would not trust their products in the future, therefore an exchange would not suffice. A refund would be preferable.

Business

Response:

Good Afternoon [redacted],

I apologize that you are experiencing any inconvenience while seeking our assistance with your product concerns. I assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans.

In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frame. Our technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship. At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage.

Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern. [redacted] (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair frames. Should you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of [redacted].

It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open.

To move forward please send a minimum of nine (9) pictures (in color) for review:

- 1 Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair.

- 1 Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair.

- 1 Picture that clearly shows the entire set in its current condition (table and 4 chairs)

We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

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,

Review: I have two issues with how Bob's customer service and both occurred as a result of the same visit. We were in the market for a new couch and ended up at this location, which had just recently opened. We found a couch we loved and decided to purchase it. The sales woman we worked with, [redacted], informed us that the best way to purchase our couch would be through Bob's Way to Pay. She informed us that it was like having "credit" with the store and we would just pay as we needed as long as it was within the first year, but that it differed from layaway in that they would deliver the couch before it was paid off. Never ONCE did she inform us that this was an actual credit card with the company - in fact, we didn't find out until we received the [redacted] card in the mail. I think it is extremely important that they be explicit with their payment options, as we DID NOT WANT another credit card.

My second issue is that we purchased this couch on May 31. When we purchased it, we were informed that we could not schedule delivery more than 30 days out. What [redacted] failed to inform us of was that there was a good chance that they wouldn't have inventory in stock and that our couch may not be delivered when we wanted it. She left two messages on our machine to schedule delivery, but again failed to mention that there was a lack of inventory. We called back to schedule and were then informed that the couch was out of stock and would not be available to be delivered until August 20th - we've already made arrangements to get rid of our old couch, so now we will be in our new home without a couch for a month. And the real kicker was that while Bob mislead us and inconvenienced us, the store Manager JD was unable to override the scheduling and told me that I had to remember to call back on July 20 to set a new delivery date.

Third, [redacted] excuse for the poor customer service and lack of information was that his staff was new and this was a new location. He offered to cancel my order and issue store credit and assured me that he would use this as a training opportunity for his staff. A credit card is something that will impact the credit of their customers - I think it's important that their staff be trained on this aspect before they are put on the floor. When I expressed this, [redacted] response was that it's alot of info and it's not always easy to get them to remember all of it. Again, not my problem and a big issue for a store that is literally impacting folks personal line of credit.

I would encourage the Revdex.com to look into whether Bob's has an employee rewards program going where employees are encouraged to sign up new customers for rewards/incentives. It would not surprise me that this be the case considering how poorly this situation was handled.Desired Settlement: I would prefer that either the General Manager of this location or someone from corporate contact me to offer a solution. It's unacceptable to me that I have to pick out a new couch (time out of my schedule while I'm trying to pack and prepare for a move) or wait and remember to call and schedule something. It's also unacceptable to me to have to wait for the couch for over a month. That should be listed within your system and customers should be informed IMMEDIATELY before a purchase is processed.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience

our customer has experienced as a result of our verbal failures. I attempted to

contact this customer via telephone this morning at the number provided to Revdex.com

and left a message with my direct phone number for follow up.

Please know that we have addressed the coaching concern

presented and our sales staff is not provided with any extra incentive for

financed orders. During the process of application for financing the

customer(s) must provide their social security number and also fill out/sign a

formal financing application. We also list on the customer’s sales invoice

(that is commonly signed prior to the customer leaving the store) a clear

disclaimer that this is a credit card agreement with [redacted]:

This transaction is under your Credit Card Agreement with [redacted] (the "Bank").

Within our trifold (commonly provided to our customer’s at

the time of purchase) we denote a disclaimer for the stock of the merchandise

and scheduling. Our sales associates and retail staff do not usually know the

exact amount of stock left in any of our distribution centers and normally call

to schedule the order so we can deliver the requested merchandise as soon as

possible.

Again we apologize for any inconvenience our verbal failures

have caused this customer and look forward to their full satisfaction upon

their current scheduled delivery (7.22.2015).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Defective furniture.

Business

Response:

Good Afternoon Revdex.com,

As far as open account information for the very short

description posted here I was able to locate an account with a pending scheduled

service call for 12.24.2015. The customer has reported to us that the loveseat

is leaning to one side more so than the other and we are currently addressing this

concern under the ‘Service Policy’ as listed on the sales receipt provided to

the customer.

We certainly apologize that the customer is experiencing

any disappointment with their loveseat and look forward to being able to

satisfy their concern with service on 12.24.2015.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my funiture is still broken. supposedly a part has been ordered but wont ship till the second week of January. It took 2 different techs to come out to figure out what the problem is. I had to call the 3 days after the furniture was delivered. It was only used one time. This still an on going issue with 2 different sets of furniture with in 2 years. The customer service reps give me the run around put me on hold multiple occasions then disconnect me. I have to then call back and get put on hold again till I get a manager on the phone.

Sincerely,

Business

Response:

Good *fternoon Revdex.com,

I have just finished leaving this

customer * voicemail with my direct information. We certainly don’t want the

customer to experience *ny failures in

communication with us or have to call back multiple times *s they *ssert they

have been getting disconnected from our Customer Care *gents.

Just *s * back up, in the event

there is *ny issue with the customer getting my voicemail –please pass on my

direct number *s ###-###-####.

Thank You,

Stephanie *. G[redacted]

Bobs Discount Furniture

Corporate

Customer Care Liaison

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 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: We purchased a furniture set called the "[redacted]" 2 years ago. We paid around $1600 and even paid extra for the "[redacted]" protection plan. The couch cushions are of poor quality and quickly deteriorated and became compressed/sunken in with springs protruding. Bob's sent a technician but we were told that we would have to pay $50 for each cushion. The furniture is of inferior quality, and the company seemed to dismiss our problem. We believe that for the price we paid, better product and service should be provided.Desired Settlement: We would like to receive new couch cushions.

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any disappointment this

customer is experiencing with the ‘[redacted]’ Plan or the merchandise listed

here.

Regretfully I am unable to locate any account information that matches

this consumer’s complaint within our internal records.

I have looked under the name, phone number, and address provided here and

come up with no matching records for any of those three key indicators.

Can you please ask the consumer to verify the invoice number (order

number) associated with their purchase so that I can proceed in assisting on

this complaint further? They can locate

this order number via the sales receipt provided at the time of purchase.

If the order number is not available please have the consumer list the

purchaser’s name that should be listed on this account and/or the delivery

address associated with this merchandise originally.

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

your efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Bobs

Discount Furniture

Review: We purchased a goof proof plan from Bob's furniture for our sleeper couch and love seat.The couch is part leather and part fabric ([redacted] series) Recently we heard a sharp snap while we sat on the couch.When we looked underneath, we saw the metal wire holding the bed had come loose and is sagging (almost touching the floor,initially it was atleast 4 inches above the floor).We have recently moved to a new apartment. While rearranging the couch in its permanent position we accidentally hit a sharp corner and had a rip 2-21/2 inch long in the back panel of the couch.We also had a small abrasion on the side arm close to the back of the couch.Since we purchased the goof proof plan we called the service as we thought, issues like this should be covered.Upon calling the lady on the other end told us that she cannot go ahead and process my claim as even moving the furniture around the house is considered moving and is not covered by the plan.And for the sagging wire she said that since this happened during normal usage and not accidental ,this is also not covered. I asked her that how would the support wire break accidentally, she said that if someone falls on the couch and there is damage to the frame or the wire that is considered accidental whereas if we just sit on it and it comes loose that is normal usage.We feel so cheated now. We would like to get it fixed or have our money back as clearly the furniture is very sub-standard. We use the sleeper very rarely and this wire seems to be sagging now without much usage.Desired Settlement: We would like bob's to either fix our couch or take it back and give us our money back and also to include this clearly in the goof proof plan that what is considered normal usage and what is not so that customers make informed decisions.The salesman at the time had told us that accidents happen and this plan is to protect us against them and clearly they do not honour their word and are try to hide behind the fine print which is obscured till you file the claim.

Business

Response:

Good Morning Revdex.com,

I truly apologize for the poor experience that our customer

had with the [redacted] company while trying to report this concern. Our records

do not indicate that this customer has made any attempt to directly reach out

to Bobs Discount Furniture for resolution prior to filing this complaint. I absolutely

understand our customer’s frustrations in this scenario and maintain full

confidence that had we been provided with an opportunity to directly help our

customer we would have satisfied our customer without the need for escalation.

I have contacted our customer today (7.15.2014) on the phone

number provided within this complaint to discuss the options for resolution we

have available. I had to leave a voicemail and asked that our customer contact

us back at ###-###-#### to discuss the options for resolution we have

available for the sleeper sofa frame.

Review: I purchased marble a dining room set and Goof Proof Protection from Bob's. after 2 attempts they could not deliver me a acceptable non damaged table, I then switched the table to another style for almost the same price and stated I was keeping the Goof Proof Protection. Through out the time I have had the table, we have contacted Goof Proof a few times with questions about the coverage, two months ago I had a claim denied from Goof Proof due to it being considered wear and tear not damage. A follow up call from the service cleared up that it might not be all normal wear and tear. At that time they dispatched a tech to look at my furniture. Upon his arrival a week later he reports back that there is defects in the wood and that that parts of two chairs need to be replaced and the table would need to be replaced. He calls to his supervisor and they tell me it was accepted. Later in the conversation with the customer service rep on the phone she tells me I dont have Goof Proof Protection on this set and there is nothing she can do. that they never switched over the protection from the 1st set I ordered to the second one, and they dispatched the tech to look at the what they thought was the 1st set. Since that was not it, I was out of luck and that is all. After talking to two people in service I have the same results. So know I have a broken dining room set that We both thought was covered, and since someone never switch in a computer I cannot get it repaired and have to live with a damaged set. This is what customer service explained to me. I put my faith and money into Bobs, not just with the dining room, my 2 kids both have bedroom sets and a sofa from Bob, and they will not repair table that was certified by their tech to be replacedDesired Settlement: I would like Bob's to stand up behind their company and call me with some sought of solution for their mistake. They should make good on the table. I am aware that the table is no longer made. Bob's can call and figure something out.

Business

Response:

Good Afternoon Mr. [redacted],I have reviewed your account and apologize for the merchandise related issues as well as any miscommunication. Our records indicate that your original sale for the [redacted] dining table was $1844.43, which included the table, chairs, island, tax, goof and delivery. After multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselect. The reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $149.99 was not included as it would carry over to new sale. The original goof proof plan would only cover the original [redacted] set not the [redacted] set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the [redacted] set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the chairs but there were season cracks in the wood of 2 chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once received. As for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $75 gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciated. Please let me know how you would like to proceed.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I did. it is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this time. Now that I need the protection you are telling me sorry. $75 towards a new table is not acceptable we return the table for 30 percent less and I have to pay for shipping is not acceptable. I purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situation. I don't think you would tell a customer with a with no confusion on coverage sorry here 75 dollars. I think I should be treated the same way

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: My sons furniture has damage- we purchased the protection plan at the time of purchase. Now we go to file a claim and the woman tells my husband that its not eligible for coverage as he wasnt clear on how the damage occured. I spoke with my son and called back a few minutes later and [redacted] was very rude, refused to let me speak to a supervisor when I requested. Also states that because my husband said he didnt know what happened and refused a 24 hr window, which they werent clear on what it meant( he kept saying I dont understand, what does that mean), they werent going to cover it. This company is taking advantage of people selling warranty coverage that they then make it impossible to use.Desired Settlement: I want my sons bed repaired or replaced.

Business

Response:

Good

Morning [redacted],

I

truly apologize that you are dissatisfied with the protection plan you

purchased from Bobs Discount Furniture. I do understand that making claims can

sometimes be frustrating and I assure you that Bobs Discount Furniture sincerely

wishes to help our customers through this process in any way we can.

Our

records reflect that [redacted] has the “Tribeca” Bed. Is this the furniture he

is trying to make a claim on? Our records do not reflect that you have

contacted Bobs Discount Furniture in regards to this claim; can you please

provide me with a description of the issue your son’s bed is experiencing? The

Goof Proof plan offers coverage against a variety of in home accidents that can

occur to the product, like many other protection plans purchased on electronics

and automobiles there are certain exclusions so that the plan can remain fair

to all customers.

I

apologize again for the frustrations that you are experiencing and await your

response prior to proceeding further.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Two years ago I purchased a sectional and dining set from Bobs Furniture in Glendale [redacted] The sales representative convinced me tto buy the goof protection which cost $200 and it was for a 5-year protection against stains, damage, etc. I was told that anything happened to the furniture, it would be taken care of. In October, 2012, I called Guardian (goof protection co that Bobs uses and throuhg whom the warranty was bought)because nail polish remover was accidentally spilled on the dining room table. I spoke to [redacted] (Conf. #XXXXXXXX from Guardian) and later [redacted] (ID #E006 from Bobs) and was told that my claim was denied because I called a week after the incident. I didn't pursue this because while the table was damaged, it wasn't something a tablemat couldn't hide, so I let it go.Today, I called Guardian again because I noticed that the leather sectional was peeling in at least 2 spots close to each other. I am at work all day, so I am not sure if the kids spilled on it or not. However, I do know that my daughters do their nails while sitting on the sectional. I was told by [redacted] (Agent #005 with Guardian) that my claim was denied because peeling is not covered by the warranty. I called Bobs Glendale Store (XXX-XXX-XXXX)and spoke to [redacted] who said that there is nothing Bobs can do about it. I called Bobs' customer care at XXX-XXX-XXXX and spoke to [redacted] (Agent [redacted] who said that there is really nothing that she can do but that she will try to send an email to their liason with Guardian. She siad that because of certain words that I may have used when I talk to the representative at Guardian was the reason that they denied my claim. I was telling her that sometimes the kids sit on the sectional while eating and watching TV. She said that Guardian would consider that wear and tear and was not covered. How else will there be spills and stains if you don't use the furniture? This is the warranty that I bought from Bobs.

Product_Or_Service: Sectional, Dining Room Set

Order_Number: Invoice #XXXXXX deli

Account_Number: Customer #XXXXXXX

Desired Settlement: I would like for Bobs or Guardian to at least try to repair my furniture. If not, replace, or I would be more than happy to return all of their furniture for a refund. I spent my hard-earned money for the furniture that is supposed to last more than 5 five years. It's not even 2 years and already the sectional is deteriorating. I believe Guardian is looking for loop holes just so that they don't have to provide the service that customers paid for. This is a rip off.

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as the terms of the goof proof plan.

When filing a goof proof claim, you must be specific in regards to the date, cause and location of the accident. I understand that you have spoken with one of the members of our Corporate liaison team and have been asked to submit photo's of the damaged area, to date 8/27/13, the photo's have not been received. Although Bob's Discount Furniture does not cover customer caused damage, we [redacted] be happy to view the photo's and determine the best course of action, if any. Pictures can be submitted to; [redacted].

Business Response /* (1000, 8, 2013/08/30) */

This issue has been resolved. After reviewing the photo's, [redacted] has been offered a reselection store credit for the sectional however, there will be no recourse for the dining table based on the condition. [redacted] understood our position and accepted our offer.

Review: I selected a new couch after Bobs Warranty company decided they could not fix my old couch and gave me a credit to reselect a new piece. Well, My wife and I went to the [redacted] store and reselected our new couch. A week later we called back to confirm and pay the balance owed and set up a delivery date which was supposed to be today (8/12/2013). I called customer service this morning to check what time the delivery team would be here and I was told that they didnt have anything scheduled for me today... I told them that I spoke with someone from the store a week prior and they scheduled it for today (8/12/2013) and that it was on them to rectify this issue because it was a mess up on their end. They had no problem taking my money but cant even deliver my furniture. I told the representative that I wanted to speak to her supervisor. After a short hold time, the same person (NOT A SUPERVISOR) came back and said that she spoke with an Account Representative and they said because I called early enough they should be able to get it on a truck for tomorrow but there were no guarantees. I told them that this was UNACCEPTABLE. I now have no couch in my living room because it was on me to get rid of my old piece and they do not seem to care that they messed things up and were just about refusing to help and rectify their mess up. The rep asked if there were any alternative dates that they could deliver and I told them NO, its either in my house today or tomorrow. FROM HERE ON OUT, I WILL NEVER BUY ANYTHING FROM BOBS DISCOUNT FURNITURE. THEY ARE CON ARTISTS, TAKE YOUR MONEY AND BLAME THE CUSTOMER FOR THE COMPANIES SHORT COMINGS. I WILL FURTHER THIS BY TELLING EVERYONE I KNOW NOT TO PURCHASE ANYTHING FROM THEM. I will also be contacting the attorney general in Connecticut to advise them of this situation. This is unacceptable and should never happen to anyone... this is the 3rd time its happened to me, twice with 2 other pieces of furniture. Bob and his company need to be held responsible!

Desired Settlement: I would at least like a refund in the amount of $100.00 for their so called "insurance" that is a sham as well. I will never purchase anything from these people again. This small refund should not be a problem for these people but I guarantee they will come up with some cockamamie excuse as to why it cannot be refunded. I want the refund but I still want the warranty coverage. This I think is not too much to ask for especially from them, they make money hand over fist, I think they can spare 100

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize delivery was not completed on, August 12th, as you had requested however, I am pleased to learn to learn that we immediately delivered the merchandise on the following day. When delivery was attempted on, August 13th, the merchandise you selected did not fit into your home. You then reselected to a smaller set and delivery was successfully completed on, August 20th.

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

Your request for the goof proof refund can not be honored, as goof proof fulfilled the obligation of the plan. We understand your frustration but pleased to have immediately remedied the issue.