Bob's Discount Furniture

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: 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: 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: I BOUGHT ONE (1) TWIN/FULL BUNK BED w/TRUNDLE ON 5/30/2013.THEY WERE SUPPOSED TO DELIVER AND ASSEMBLE THE BED ON 6/5/2013;THEY CAME WITH PARTS OF THE BED MISSING.A NEW DATE WAS SCHEDULED AND FOR THE SECOND TIME,THEY CAME EMPTY HANDED.THREE OTHER DATES WERE SCHEDULED TO RECTIFY THE SITUATION BUT THEY FAILED TO APPEAR BY CHANGING THE TIME AT THE LAST MINUTE WHILE SOMEBODY WAS HOME WAITING FOR THEM DUE TO PRE- APPROVED TIME. ON SATURDAY 7/6/2013 THEY WERE TO BRING IN A NEW BUNK BED w/TRUNDLE AND ASSEMBLE THEM AND TAKE AWAY THE PREVIOUS ONE.THEY DID BUT WHEN THE GUY STARTED ASSEMBLING THE BED,HE ONCE AGAIN REALIZED PARTS OF THE BED WAS MISSING.MY CHILDREN ARE SLEEPING ON THE FLOOR SINCE I HAVE DO AWAY WITH THE OLD BED TO MAKE WAY FOR THE NEW BUNK BED w/TRUNDLE.

Product_Or_Service: TWIN/FULL BUNKBED w/TRUNDLE

Order_Number: XXXXXXX

Account_Number: CUSTOMER #-XXXXXXX

Desired Settlement: I WOULD LIKE BOB'S DISCOUNT FURNITURE TO IMMEDIATELY RECTIFY THE PROBLEM.COMPENSATE ME FOR DECEIVING AND NOT ABIDING BY THEIR CONTRACTAND ALSO PUTTING MY CHILDREN IN A SITUATION WHICH CAN AFFECT THEIR HEALTH.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the multiple failed delivery attempts and back order merchandise. As a parent myself, I understand your frustration as it relates to the complete delivery and assembly of your children's bed.

During the last delivery attempt, 7/6/13, assembly could not be completed due to the bed rails being on back order; I apologize you were not aware of this prior to the delivery date. Based on your experiences it is obvious that the systems we have in place have not only failed but also caused you a great deal of inconvenience.

In an effort to resolve this issue we can offer the following;

1) A $100 gift card toward an upgrade, if you should decide to return the current bed and reselect to a bed that is in stock.

2) Upon completion of delivery bed, we will refund the full delivery issue and issue a $75 gift card to be used toward the purchase of an accessory item to compliment the new furniture.

3)Cancel and return the bed for a full refund.

Bob's Discount Furniture appreciates your business and hopes to be able to be able to maintain your business by reaching an amicable resolution.

Review: My husband and I bought a sectional sofa from My Bob's in June. We paid extra for delivery. My delivery experience was atrocious. We were told to expect our couch between 7am-11:00am. We received half of our couch at 7:30 am. Initially we were told that there wasn't enough room on the truck that brought our love seat portion, and that a different delivery team would be bringing the other half of our sofa. We were told to expect a call shortly, and that it should be delivered at 1. We didn't receive our couch until 5pm, after I had to call 3 times and they had "lost" the other piece of our couch. When it finally arrived, they refused to bring it in and put it together (a service we purchased) I immediately called and complained. It sat outside my house for an hour and a half until someone came out to bring it in. When the new delivery team came they didn't assemble our couch.They knocked a brand new [redacted] off a shelf and broke both the system and the game inside.They also told us that the previous delivery team reported that we were not home, and that's why they left our couch outside, which is false. I was home all day, constantly on the phone with My Bobs Customer Service. I want my broken items refunded in full. They do offer personal property claims for incidents like this. It is now August 6th, I have contacted My Bob's several times about the issue with absolutely no help and no follow up of any sort. I have called corporate several times and went to the store twice. I am constantly promised "a call in 1-2 business days" with absolutely nothing. After being treated poorly and paying for a service that I never properly received, I am livid. Not to mention them coming into my house and breaking my belongings.

Product_Or_Service: Couch and Delivery

Desired Settlement: I would like my [redacted] paid for, as well as the game that was broken inside of it, in full. If not paid for, I would like them replaced and want the products mailed to me.

Business

Response:

Business Response /* (1000, 5, 2013/08/13) */

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delivery experience and alleged property damage.

Upon researching your account, I was able to find that you previously expressed your concerns to representatives within our Customer Care department and accepted a $100 gift card as monetary compensation for the delivery inconvenience. In addition, I have shared your experience with members of our delivery management team and expect that your specific experience will be addressed internally.

As for the property damage, a claim was originally submitted on 6/27/13; Today (8/13/13) I forwarded another copy of your claim to [redacted] and [redacted] both are representatives of the delivery claims department; You may email [redacted] at, '[redacted] or [redacted] at mobile: [redacted] office: [redacted]

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience.

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.

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: 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: 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: I could complain about everything on the list above but I don't have the time. I purchased a matress boxspring and frame. none have lasted more then 6 monthes. everytime I call to complain they don't sell the matress that I originally purchase or the one that I replace it with. but this time they had me pay for there problem. $350 for there frame that was broken, upgrade the matress couse they did not sell the original matress and $140 for delivery when they have sold me poor products, which there inspectors agreed with me. its a scam to get you to keep paying delivery and upgrades. ive asked for a refund and been told no, ive argued with manigment about getting me the bedding that I want but they are always out of stock and they make me pay for upgrades and breakage. when there inspectors clearly say that it is a defect.Desired Settlement: I will either take a full refund for my purchase and they can pick up the bed or I would like the $340 they MADE me pay for the broken frame, delivery and upgraging the matress for the third time.

Business

Response:

Good Morning [redacted],

I am so sorry for the defect and comfort concerns you have experienced with your bedding. I completely understand your frustrations and hope that you are finding a better night’s sleep on your latest mattress choice.

Our records indicate that your original mattress, our Bobby Bear –Euro Top, was replaced on 10.15.2013 due to a factory defect. There was no charge to you during this replacement because you did experience a factory defect that your non-prorated mattress warranty covered. At the time of replacement we no longer carried the Bobby Bear –Euro Top mattress. We worked with our vendor to get a higher quality product at the same price point that replaced all our Bobby Bear models. The vendor also stopped making any Bobby Bear models as the new Attitude Gel –Euro Top mattress surpassed the quality of our Bobby Bear –Euro Top in many areas. Upon receiving your replacement mattress you received a higher quality mattress at no cost to you. In example the Bobby Bear had a 460 count coil system and the Attitude Gel line has a 638 count- individually wrapped coil system.

Your account indicates that you contacted Bobs one (1) week after receiving the Attitude Gel –Euro Top and reported that you were not comfortable on this mattress. As the sleeping surface of your new mattress had not been given the appropriate time to acquire your body signature we asked that you give the mattress a minimum of thirty (30) nights before making a reselection due to comfort concerns. On 12.05.2013 we received another call from you regarding your mattress’s comfort and granted you a reselection credit based on our Bobs Mattress Satisfaction Policy. As there was no defect to inspect on the Attitude Gel –Euro Top and you originally called in a week after receiving it, this second mattress reselection is viewed as a preference issue. Your non –prorated mattress warranty does not offer coverage for preference issues. Working under our Bobs Mattress Satisfaction Policy, we processed a return credit into our system for you. Please understand that in this scenario Bobs Discount Furniture is removing a non defective mattress from your home and covering the cost of disposing this used non defective item. As this credit for reselection is based upon your personal comfort level concerns and not a defect it is fair to ask you to pay a new delivery fee if you choose to have your new mattress delivered.

On 12.14.2013 you visited our Bobs Store and made the choice to purchase the Black Label Gel –Euro Top. Our Black Label Gel line has several upgraded features in comparison to our Attitude Gel line; therefore our Black Label Gel line costs more money. To point out a few, The coil system boasts over 100 more individually wrapped coils , the Bob-O-Pedic Gel Infused memory foam is housed in the pillow top vs. the mattress, and the non-prorated warranty is twenty (20) years vs. eighteen (18) years.

We are truly sorry for the manufacturing defect you had with your original Bobby Bear –Euro Top mattress and I believe that Bobs Discount Furniture did everything in our power to make that right by replacing the defective mattress at no cost with an upgraded model. We cannot be responsible for any new costs incurred when a customer decides to select a different mattress due to preference concerns. The money you were charged relates to your selection of a higher priced mattress, the purchase of a new metal bed frame, and the delivery/assembly fee associated with this purchase.

As far as the distress you say you had with your bed frame, I am unable to locate any report of concern from you regarding this bed frame. Without a factory defect report or inspection we are unable to remedy or replace this frame’s concerns. I do understand your aggravation and disappointment overall and I wish there was further resolution we could offer you. If we had been aware of your concerns with the bed frame I am sure we would have worked to resolve these concerns and get you a quality product. Based on the alleged issues with your frame we are happy to send you a $60.00 Bobs Discount Furniture gift card ($60.00 reflects the price you paid for the new frame). As I am unable to confirm any defect in the original frame we are unable to refund the monies you paid for the new frame.

Please respond and let me know if you would like the Bobs Discount Furniture Gift card processed and I will get that mailed out to you. I apologize again that we have no further recourse for your mattress comfort concerns and I hope you are thoroughly enjoying the top of the line Black Label Gel mattress you had delivered on 12.21.2013.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a love seat and sofa from Bob's . They moved the love seat to the loading dock and I saw them flip it onto the concrete on its end and then put it in my truck. I then saw them flip my sofa off the dolly onto the concrete on the front of the sofa. I told the guy loading my truck with the paper work what I saw and stated that I work hard for my money to buy this furniture and it should not be treated this way. He showed no concern and did not care. I went to strap the love seat in my truck and saw significant damage to the end. I went into the store and spoke to the "manager" who did not care but I think processed the return. (I hope I get my money back as I don't trust them). I told the manager and the head of loading of the furniture what happened and not one of them cared they just brushed me off. It was the worst customer service of my life and I have seen a lot. I hope I get my money back and I hope this company is exposed for what they really are. Cheap furniture and poor customer service. How can Bob do his commercials with a strait face ???????? I know how.... He must be a politician out for his personal gain only.Desired Settlement: I hope they credit me as stated and I would like Revdex.com to let consumers know that the company is not as described in Bob's commercials and he should get a job in government politics as he can lie to the public on TV with a smile on his face. Sorry for for my extra comments but I have never been treated worse in a store.

Business

Response:

Good

Morning [redacted],

I

am truly shocked and embarrassed at the lack of care and consideration you received

during your purchase with us. I cannot apologize enough for the impression you

have been left with because I can assure you having worked for Bobs Discount

Furniture for several years we are a company built on core values such as

integrity and responsibility.

Our

records indicate that we processed your refund of $828.47 on 2.02.2014

(conformation number: [redacted]) and I see no reason to expect any issues with

these funds returning to you. I feel terrible that you had to escalate your

concerns so highly to get the proper recognition and I reassure you that we are

not taking your dissatisfaction lightly. I completely understand why you

decided against taking your product home with you and I apologize again for our

failure to provide you with something as simple as genuine attention. I feel

that you deserve compensation for this failure because I pledge to you this is

not the normal way we complete handling our valued customer’s concerns. As you

no longer have an open order with us our options for compensation are limited

to offering you a Bobs Discount Furniture Gift Card. Please let me know if you

would accept a $50.00 Gift Card as an apology from us. The behavior that was

presented to you is unacceptable by our standards and we would truly appreciate

any opportunity to win your trust in our business back.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have purchased many items from bobs furniture That I was happy with. You know it is bargain furniture when you buy it but if your careful with it it can suit your needs for what it is. The way I was treated so badly it left my chin on the ground. No one cared how poorly they treated me or how they beat up the furniture after you paid for furniture. The service was not just below par but unbelievably despicable. I really believe Bob should re think his commercials as he states how he is really honest and cares about his customers but his stores shows the opposite. It is a matter of truth and honesty. [redacted] Wrong is wrong...........

Sincerely,

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: 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: Over two months I have been trying to have someone to come and change my bed that keeps falling. I had to get another bed from [redacted] in order to sleep in a safer bed since I have fallen in the bed I got from Bob's. They want me to sleep in a unsafe bed. The situation is on going. The technician can see that the poles in the middle of the bed are loose and still won't do anything. They want the bed to be in use. I will not use a bed that I might get hurt and even hurt my dogs that love to be under the bed. I asked the customer service representative to send in writing that if I get hurt Bob's will pay my hospital bills. No one is listening to my complaints. Even this is the second complaint with Revdex.com. What is going on? I have to keep a unsafe loose bed? Or is that I have to sew Bob's is I break a bone while I sleep in the bed? I don't know what the expectations are. I feel so stranded because no one is willing to help.Desired Settlement: I don't want the bed at all. I want the money I have paid to be in to something else. I don't want it since the quality is really bad.

Business

Response:

Dear Revdex.com,

This is a

duplicate complaint to CLAIM# [redacted]. The customer’s information reflects the

same within our system. We responded to CLAIM# [redacted] on 9.25.2014 and have

not received a rebuttal from the consumer to date. Please see our response to

CLAIM# [redacted] (below) as it remains the same for this duplication:

Good Afternoon Revdex.com,

Please pass on my apologies for the

disappointment our customer is experiencing with the product she selected. I

assure our customer that we have been addressing this concern to the best of

our ability since we were made aware of it. While this furniture was bought at

a Bobs Discount Furniture location and Bobs has been offering the customer

service on this product we have not collected direct revenue from [redacted] because

she entered into a ‘leasing agreement’ with a third party company named

‘Acceptance Now’. This customer is currently paying a monthly fee to the

‘Acceptance Now’ company to lease this product. This is clearly stated on the

paperwork Wanda signed at the time of sale along with the specific number of

payments [redacted] will have to make in order to fully own this product. Bobs

Discount Furniture is not permitted to make offers of credit to ‘Acceptance

Now’ customers unless there is a manufacturing defect present within their

merchandise. We have been out to [redacted] residence several times and have not

been able to properly inspect her bed to determine if a defect is even present.

I am honestly very perplexed by the nature

in which this complaint has been filed with and I have listed the history our

records indicate (below) for your review. I believe just listing this history

will address many of the customer’s statements however it also presents a few

questions that I request you pass along to our customer. Due to the nature of

this complaint and the overall history with the last month feel it pertinent

that all responses between the customer and Bobs remain in a written form.

Date of Delivery: 11.07.2013

First Report of Concern: 8.25.2014 – The customer told

us that the mattress was sagging and that the bed

(headboard/footboard/railings) was loose and shook a lot.

Please note: The bed had previously been used for 9 months with no report of

concern.

First visit to customer’s residence (the

next day): 8.26.2014:

Our technician reported that there was no apartment number listed on his

paperwork. The technician called us and said that he knocked on all three doors

within the building and only the folks on the third floor came to the door

stating they were not expecting a service. We then called the number that was

placed on this account during the time of sale by the customer (###-###-####)

and we were unable to speak with anyone or leave a message.

Question for the customer: If this is the day where you are stating that you

saw our technician’s vehicle, the dog was barking, and he was coming from the

third floor why did you not flag him down and explain that you were the person

expecting service or answer the door when we initially knocked?

The following day -8.27.2014: Our records clearly

indicate that the customer called us and reported the same scenario she had on

8.25.2014, we scheduled another service visit (with customer on the phone) to

her home to help with this concern on 9.04.2014.

2nd Attempt at service –

9.04.2014: Our

technician arrived to the residence and could not get into the building as the

main entrance was locked at this time. The technician called into our office to

report this and we attempted to call the number we have on file for this

customer (###-###-####) twice, our records indicate that we left two messages

for the customer as well. We were forced to move our technician on because we

were unable to gain access to the residence to perform the service.

Question for the customer: Should we be updating the phone number you have

listed on this account as it differs from the one you have listed to the Revdex.com?

9.08.2014-Attempted to call customer from

our Customer Care Office to reschedule service appointment as we had not heard

back from her: Our

records indicate that this call was made at 8:09pm to (###-###-####) and

someone picked up the phone and hung up on our caller.

9.10.2014-Attempted again to call customer

from our Customer Care Office to reschedule service appointment as we had not

heard back from her:

Our records indicate that this call was made at 2:25pm to (###-###-####) and we

left a message on the machine for the customer asking for her to call us back

and reschedule.

Question

for the customer: Should we be updating the phone number you have listed on

this account as it differs from the one you have listed to the Revdex.com?

9.15.2014: Our records clearly

indicate that the customer called us and reported the same scenario she had on

8.25.2014 & 8.27.2014. We scheduled another service visit (with customer on

the phone) to her home to help with this concern on 9.20.2014.

Please

note: This is the logged call and proof that the agent “[redacted]” was referring

to when she explained to the customer she had called us five days prior to the

20th.

3rd Attempt at service –

9.20.2014: Our

technician arrived to the home and reported to us that the entire bed

(headboard/footboard/railings/mattress) had been disassembled and pieces of the

bed were lying up against the wall. Our technician had to be moved on as there

was no way for him to complete a repair or determine a defect in the bed or mattress.

A technician cannot correctly reassemble a queen size bed on his own, which is

why we send at minimum a two man team out to make deliveries and assemblies.

Please note: We have no way of

determining if there is a factory defect within the bed or an issue with the

way we assembled it unless it is in the same condition as we left it on

11.07.2013. There is also no way to correctly measure if a mattress is sagging

or is defective unless that mattress is receiving the proper support of a bed

frame. Please also let it be known that this customer never disclosed in any

previous conversations with us that the bed was not assembled nor was she

instructed by us to disassemble her bed. As we had not been permitted inside

the residence, other than the initial assembly of the bed in Nov. of 2013, we

have no idea how long this bed had been unassembled for.

Customer called us back on 9.20.2014 (Later

that same day):

At approximately 6:50pm the customer called and reported to us ‘Bed rails are

very loose and wobbly’. Again we scheduled another service appointment with the

customer. This service is scheduled to occur on 9.27.2014 (this Saturday) and

the original number the customer provided us (that hasn’t been working) remains

the only number on the account. I am going to alert the service order with the

phone number the customer has listed to Revdex.com as a precaution. We are scheduled

to arrive to the residence in between the time window of 10:51am – 12:51pm on

9.27.2014.

Question for the customer: Is the bed

currently reassembled to the state it was in prior to it being unassembled in

your home? If the bed is in the same condition it was previously in on

9.20.2014 we will be unable to determine if the bed or the mattress is

defective and we will be unable to try and help our customer move forward on

resolving this concern.

We sincerely wish to help our customer and

have been diligently trying to assist her in resolving her concern since the

moment it was reported to us. I apologize to our customer again for her

disappointment in the product; we must be able to determine that there is a

factory defect present on this bed in order to move forward with this concern.

As per the warranty guidelines we will service this bed to manufacturing standards,

if the bed is deemed unrepairable by a factory trained service technician we

will offer a replacement under the warranty at that time.

Review: on 10/11/2014 we purchased 4-pc of furniture, desk/chair/file cab/ hatch from the store and paid cash. The pick up dates were next and following Thursdays, oct 16 & 23. the manager promised to replace any piece that we were not happy with. So we decided to pick up every thing in one shot , oct 23. On Friday oct 17 I got a call from the store that there is a problem with the desk and it would not be arriving until mid December. I told them my wife is against waiting 6 weeks and felt disrespected and that we should had been told and now we wanted out. 2 days latter some body called and let us know that every thing was there. I said about the desk not being available until December, he said he did not know any thing about the call or the caller. When I went there the hatch and file cab were packaged perfectly and intact. The desk was also packaged but had new scotch tape around it. The chair was assembled totally and no package or padding taped to it. I asked about the chair they said we made it easier for you. Thanks a lot I said and they loaded them into my suv. 2 days latter I tried to put together the desk and saw the damage. I called them but could not get anybody until the next day. Not the store responsibility that we must contact customer care department. I called and it was only answering machine. 3 days passed and they called. NO exchange just repairs and only if it's not wear & tear. We wondered what, the thing is still in the garage. Meanwhile my wife saw a piece of gum on the back of leather cushion and inspected the chair carefully. The chair is not new and seems to be either a slightly used & returned item or sample chair on the floor which we rested on along with hundreds of others for god knows how long. Hatch and file cab are new and no problem. The desk and chair are damaged, used, floor sample. Bob's discount furniture cheated us and lied to us and mistreated us. they have security cameras every where and phone calls are recorded. They should not have a problem to find out.Desired Settlement: we want to be refunded $261.75. Now we are stocked with a 4-pc which is no longer desirable to us. Bob's furniture made us lose the sales of other places. We wanted our son' room to painted and redecorated for his birthday and they took it away from him. They discount more than just furniture.

Business

Response:

Good Afternoon Revdex.com,

We apologize for any disappointment this customer is experiencing

with the product they purchased from us. I can assure you and this consumer

that Bobs Discount Furniture does not provide customers with used merchandise

under the pretense that it is new. When picking up any merchandise the customer

is required to sign a waiver indicating that they have fully looked over the

merchandise and are accepting responsibility for it in its current condition at

this time of possession. While I certainly understand the customer’s

frustration it is defamatory to make an allegation against our business of this

nature.

Should the

customer seek further assistance with this claim we ask that we be provided photographic

evidence of the damage and or usage they feel is present on the chair and desk.

Furniture today is built on an assembly line and it is entirely possible that

these items could have suffered cosmetic concerns during production; however it

is also entirely possible that this merchandise could have suffered cosmetic

concerns during transit as it was not securely completed by one of our

professional delivery teams.

Please ask

that the customer send the (at minimum) following photos through the Revdex.com

channel you have opened for mediation and I will review the account in further

detail to see what options for resolution we may have.

Review: The original sofa came defective. I have asked for exchange. They were agreed, but every sofa delivered since was demaged. After three attempts the company said that the sofa is discontinued. All I'm asking for is eather good product, refund or discount.

Business

Response:

Good Afternoon Revdex.com,

We sincerely

apologize for the inconvenience and the frustration that has been caused to our

customer from multiple exchanges and product disappointments.

I have

placed two options for resolution below and ask that the customer respond to us

thru this Revdex.com channel in writing as to what option they would like to have

processed to resolve their concern.

Should the

customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30

days) these options will no longer be

considered active offers for resolution.

Option

#1:

We will

remove the current ‘[redacted]’ sectional ([redacted]) from the

customer’s home and provide a monetary refund for the amount the customer paid

on the sectional, [redacted], sales

tax, and delivery. Should the customer

accept this option we will contact the customer to schedule a pick up of the

merchandise and the monetary refund will be processed back to the customer

after the merchandise has been returned to our warehouse.

-Or-

Option #2:

We will

issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the

merchandise ($239.70). Should the customer accept this option there will be no

continued warranty coverage on the merchandise or responsibility for

repair/replacement thru Bobs Discount Furniture. The customer will be agreeing

to keep the merchandise as is.

We look

forward to hearing back from the customer via this Revdex.com channel so that we can

help them move forward and resolve their concern.

Consumer

Response:

Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

I have accept option # 1.

Please call me to schedule pickup of the merchandiser.

Thank you.[redacted]

Business

Response:

Revdex.com,

I have placed the return credit in the

system for this customer under credit number: [redacted].

I attempted to call the customer on the number provided to Revdex.com

this afternoon (11.26.2014) and was unable to reach anyone. I left a message

advising the customer to contact our Customer Care Offices to schedule the pick

up date (###-###-####

M-Sat/ 6:30a-8:00p).

2-3 business days after the pick up has taken place the

merchandise should be fully returned to our distribution center. At that time

we will be able to fully process the customer’s monetary return to their

original credit card used during purchase time. The customer can contact the

Customer Care Office to complete this transaction (###-###-#### M-Sat/ 6:30a-8:00p).

At

this time I would consider this matter closed, please advise if

the customer requires further follow up on this concern.

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: 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 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