Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

We apologize for any and all

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

to make this concern right.

I have reached out to this

customer directly via phone this morning and provided my direct telephone

number on an answering machine for their follow up.

As this concern requires the

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

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

if at all possible.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

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

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

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies

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

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

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

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

researching this interaction so that we may take the appropriate coaching

opportunities.

Following

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

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

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

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

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

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

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

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

from the overseas vendors we work with.

We still immediately communicate this finding to our customer and while

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

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

lifecycle. Per our sales invoice should

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

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

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

container shipments.

At

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

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

the following shipping name/address information:

Bob’s prides itself on providing quality

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

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

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

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

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

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

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

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

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

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

order.

With review and respect to all the facts

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

at this time.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We spent over $2000 on furniture to be delivered to an apartment with a 24hr concierge AND leasing office hours 7 days a week. There were 2 phone numbers on the account in case of any issues. We got a phone call about a delivery that was not supposed to happen--called Bob's and they assured us via email that it was not to take place. That day, a delivery person called--had to be rescheduled because no one was there to accept. When the actual delivery was supposed to take place, they called the wrong phone # (not the main phone # on account). Within 15 minutes, we were able to get a hold of Bobs' Customer service and delivery people were supposed to come back--not sure why they didn't get the concierge or the staffed leasing office to open the door and call upstairs. The delivery people did not come back that day and it was rescheduled for 3 days later. Then we got a call and they pushed it back another day--huge inconveniences all around having to rearrange other appointments, make sure someone is home, etc. when all of this could have been avoided had they done their job correctly in the first place. There are have been numerous calls/emails/customer service contacts via the internet that have not even been acknowledged.Desired Settlement: We DEFINITELY should be refunded for all delivery charges due to the multiple inconveniences caused by the several customer service agents' inadequate actions.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the sofa, chest and nightstand on April 29, 2015. I apologize the prior delivery attempts were unsuccessful. During the first delivery, the team arrived as scheduled however, no one was home. We called the two telephone numbers on the account ending in [redacted] and [redacted]-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- 2 glass doors- stairs on the left side of the building and the number of the building on the left side). We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled. In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts. Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $25 gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Business

Response:

Good Morning Revdex.com,

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

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

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

make our mistakes right by them.

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

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

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

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

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

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

our failures have caused after our customer is completely satisfied.

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

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

so we can discuss other options available for resolution.

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

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

selected in the condition expected.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased dining chairs in August 2012. I also purchased goof proof plus warranty with the chairs. The quality of the chairs was not good and with light use, seats of two of the chairs started sagging. I called mybob's technician to fix the chairs. However, he did a sloppy work and further ruined the chairs. I sent the photographs to the [redacted] and after reviewing the photos, the customer rep agreed (on the recorded phone line) that this is in fact a terrible job done by the technician and the only recourse is that I buy new seats for the chairs.My question is why would I pay to replace my property which was DAMAGED and RUINED by Bob's discount furniture technician? If technician was not qualified enough to fix the chairs then perhaps he should not have ripped them apart. He ripped apart the cloth under the chair, filled in uneven cushioning making the chair unfit to use. He was unable to attach the cloth back to the chair since he did not remove it properly in first place. He is liable for this property damage.Desired Settlement: I would like the two chairs to be replaced/exchanged/fixed free of charge by MyBob's at the earliest.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the customer’s disappointment

in the workmanship of our technician. We most certainly take responsibility for

this concern and further apologize for the lack of care our customer’s claim

was addressed with.

In researching this concern I have found that the customer

elected to post/make a claim thru more than just the Revdex.com regarding their disappointment.

The customer has been contacted back by our offices from one of the other postings.

At this time we are meeting the customer’s desired settlement to have

replacement parts ordered for them and get these chairs back to the good

quality seating they expect. The order for replacement parts has been entered

into their account as of 10.01.2015.

At this time we consider this concern resolved and apologize

to our customer again for the time they have spent seeking resolution to their

furniture concerns.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased 2 sofas from Bob's Discount Furniture on 11/15/15. When we decided on the couch we wanted we asked the sales girl, Colleen, for the price. She picked up the plaque that was with the set we were looking at, pointed to the price and showed me that she could sell us those 2 couches for $798. After takong a last look arpund the store we decided on thise sofas and went through with the sale. On the way home, I checked the receipt to get the name of the sofa so I could look it up online to get a picture so I could show to a family member. When I did, the sofa that came up under the style name that was on my receipt did not match the picture online of that style. I called the store and Colleen thanked me for finding her mistake, but said if I wanted the couches I chose in the store, I would have to to pay the difference, which I found out later would be $240. I then spoke to the manager, Mason, who also told me there was nothing he could do, so after spending my afternoon shopping and purchasing from their store, I had to cancel my order. I posted about my poor experience in my Facebook page as well as on their Facebook page and Twitter. I then received a call from Corporate telling me again they wouldn't honor the price I had already paid for the furniture.Desired Settlement: My desired outcome is that Bob's honor the price I paid for the sofas they sold me. Their employee made the error, if it was in fact an error. Had I not found their error, the wrong furniture would have been delivered to me and since I would have gotten rid of my old set, I would have been without furniture because I certainly wouldn't have been strong armed into paying that $240 because I was stuck and I have no interest in the furniture they fraudulently sold me.

Business

Response:

Good Afternoon Revdex.com,

Outside of this Revdex.com complaint and

prior to our offices receiving notice of this concern via Revdex.com we have made

direct contact with this customer several times and processed a complete

compensation offer to rectify the mistake we take ownership for.

At this time we consider this

concerns closed as resolved.

Kindest Regards,

Stephanie a. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I wouldn't recommend that any one order from this store at all. The customer service is absolutely terrible!! Then you wait all day to speak to a customer service representative and they can't help you. I ordered a bedroom set, couch set and a coffee table set. Aside from the bedroom set, I literally received each item ONE. PIECE. A.T A. TIME.!!! That is 4 separate deliveries to receive furniture in my living room. That is 4 times I have to take off of work to wait around for delivery people who do not have all of the tools to put together my furniture -- or are missing pieces to my furniture. How absurd and utterly ridiculous is that? Even when my bedroom set was delivered, the delivery team banged up my walls pretty bad.

Not to mention that they (without me knowing) postponed my deliveries not once, but SEVERAL times. Mind you, this is around Thanksgiving and I was supposed to have all of my furniture before the Holidays. Now I will have celebrate Thanksgiving and no one will have anywhere to sit because I don't have my sofa. I am completely dissatisfied with the level and quality of service and would NOT recommend that anyone order anything from this debacle of a furniture store. I will literally never order from this company again and would not recommend that anyone orders here.

I wan't refund of my delivery charge. I did not pay my hard earned money to have my furniture delivered over the span of 2-3 months. If I pay for a service, I expect prompt and quality service. Not incompetent people who are not familiar with the policies and practices of the company.Desired Settlement: I honestly would like to return all of this furniture and get my money back. I don't want to be bothered by this company anymore. However, if not feasible I am requesting a refund of my delivery charge due to the fact that my items were NOT delivered as specified on the date on which I ordered the furniture.

Business

Response:

Good Morning Revdex.com,

Please be advised this consumer/ concern has also submitted a

review, please see the below response as previously posted to the review

channel earlier today (11.24.2015):

I am so

sorry to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position of extreme disappointment in us at this time. We

assure our customer it was never our intention to cause them to experience more

than one delivery let alone several resulting in further concern overall.

As the

shipment of the sofa is something our inventory system clearly expected in

sooner (we were able to deliver the loveseat earlier in the month) there is

always the chance that the overseas shipping container will make it to our Distribution

Center from the manufacturer sooner than the anticipated date we have right now

for delivery. Please pass on our sincerest apologies that we haven’t been able

to deliver this purchase in full as our customer expected and we look forward

to making the failures we have caused right by our customer.

Our

customer’s account reflects that we have made direct contact with our customer

as of 11.23.2015 off of another social media channel that the customer has levied

their concern with; we have advised our customer that we are on board with discussing

a further apology in the form of compensation once we have been able to honor

our original promise to them. We thank our customer for providing their

feedback and for their extreme patience with us while we work to earn their

trust back in our business.

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 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: I went into Bobs discount furniture store and picked out a bedroom set and put it on layaway 6/14/14. For the last 5 months I put money each month on the bill. The store has also called to let me know I did so. However Today 11/19/14 I went into the store to pay the remaining balance and set up delivery . [redacted] (manager) and [redacted](sales consultant) were present and told me that the furniture is no longer available for delivery because they don't have it anymore meaning the the [redacted] collection furniture is no more. I asked how you could sell the furniture I paid for and there response was sorry we don't have it. Totally unacceptable and they asked if I wanted to pick out something else. No I said to return my money immediately, they said I would have to get a refund by check that is going to take 14 days? They took my money knowing full well I would not be receiving any furniture in the end. A true fraudulent scam. I want something done. There is a total lack of communication and no one is admitting any wrong doing.Desired Settlement: I want a letter of apology and for them to change the store policy saying there is NO layaway because the furniture will not be there when you pay it off.

Business

Response:

Good Morning [redacted],

We are truly sorry that the

merchandise you set out to order became unavailable to you. I completely understand

your frustration and disappointment and assure you that Bobs Discount Furniture

does not routinely set out to make agreements with our customers that we

believe will fail.

Bobs

Discount Furniture does not offer “Layaway”; we provide a program called ‘Price

Protection’ which is what your order was written under. The price protection

program is designed to be used for customers who do not have the money to pay

for an order immediately or do not want delivery within four weeks. It is

similar to a layaway; however, the furniture is not reserved for the customer

during the time of the price protection. The price of the furniture will be

locked for the customer for up to one full year. If the price increases the

customer is protected and the price of their order will remain the same. The

customer can not receive delivery until the merchandise is paid in full. I have

included a copy of the ‘Price Protection Agreement Form’ that you signed on the

day of purchase and this form clearly indicates that the merchandise will not

be held specifically for you like a “Layaway” would. In no way does this policy

or document depict that we are offering the service of “Layaway”. I can also

understand your aggravation with waiting on a check reimbursement from the

payments you made on the sales order. This policy and procedure for refunding

cash or check payments was provided to you via your original sales invoice that

you received at the initial time of sale.

Again

we are very sorry if there was any confusion presented during you time of sale

on our end and we will address the retail location you specifically worked with

as to why you were not made aware of the change in Inventory Status when the

merchandise became unavailable to us. I do believe this change was very recent

and as unexpected to us as it was to you. There are many things that could have

occurred to make this change like the vendor going out of business or the set

being dropped from the manufacturer’s production line. As the retailer, it was

never out intention to disappoint you.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!

Sincerely,

Business

Response:

Good Morning [redacted],

Again, we are terribly sorry that we were unable to fully deliver

the merchandise that you had on ‘Price Protection’ with us. We have completed

extensive research and follow up with our retail location to ensure that they

are always honoring the policy that we have in place which includes the

agreement I had previously attached.

In regards to how we communicate the ‘Price Protection’ agreement

to customers other than the formal agreement form being filled out:

I have attached a copy of

your original signed sales invoice that denotes (right side) that this is on a

‘Price Protection’ delivery block and I have also attached the trifold that I am

certain your original documents were handed to you in, that indicates clearly

that our ‘Price Protection’ is not a layaway program.

As I was not personally present at the time of sale or during the

interactions you had within our retail location I am unable to work strictly

off of the alleged experience you cite to have had during the period you were

making payments on this sales order. I have been with our business for nearly

ten years and this is the first time I am learning of an unhappy customer who

has purchased by way of ‘Price Protection’. On an extremely large scale the

appropriate procedures we already have in place for this option are being

followed.

I am certainly not denying the fact that in your specific scenario

our retail location made a mistake by not properly having you fill out the complete

agreement form and we have addressed this need for coaching based off of your

feedback. We appreciate your escalation of this concern and thank you for

taking the time to bring this failure to our attention. We remain disappointed that we were unable to

provide you with the merchandise you selected and as a further form of apology

we can offer you a $75.00 Bobs Discount Furniture Gift Card. We do hope you

will accept this apology and see it as our attempt to offer you a cash and

carry accessory (lamp, picture frame, accent table, home décor, etc.) from our

showroom as a most tangible apology.

Kind

Regards,

Bobs Discount Furniture

Consumer

Response:

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

I feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.

Sincerely,

Review: Bought a leather sofa 2010 with a goof proof warranty. I called and they claim that they only cover accidents under [redacted] they advised me to call Bobs Discount Store since they handle the goof proof warranty. I spoke to two customer service representatives stating that a technician would come out to fix the leather and to send pictures. I did and no once called or emailed for 5 days so I called back. Spoke to the manager and he stated that it was a mistake and they cannot fix it.Desired Settlement: I wish to have the sofa repaired or replaced.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any inconvenience the

concerns with their merchandise and/or protection plan is causing them to

experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,

offers coverage on most in home accidental damages and some mechanical concerns

after expiration of the factory defect warranty. The type of plan the customer

purchased is completely managed thru a third party company and not Bobs

Discount Furniture directly. As [redacted] is a company managed separate from

Bobs Discount Furniture we are unable to reverse a denial under the terms and

conditions set forth by [redacted].

The one year warranty for this merchandise through Bobs Discount

Furniture expired on 09.23.2011. The customer has no coverage associated with

this item thru Bobs Discount Furniture remaining and our records indicate no

report of concern with the leather until now; the merchandise has been in the

home for a period of over four (4) years of use.

Our records do not indicate the alleged occurrence that one of our representatives asked the

customer to send in photos of her concern for review, in the event this

allegation proved to be truthful in no

way does a request for photos solidify an agreement that a business will take responsibility

or ownership for a concern.

We will most certainly address the coaching concern and

research all records associated with this account however as of today

(1.14.2015) the customer’s account shows that she contacted us after being

denied by the [redacted] company on 1.08.2015 and our Customer Care Agent

explained that regretfully we had no recourse to offer relating to this

concern. Upon calling back into our Customer Care Office on 1.12.2015 the

customer was again made aware that we were unable to offer further assistance

on this concern and then connected to one of our Customer Care Account

Management Leads who reinforced this fact.

Bobs Discount Furniture truly wishes to help every customer

who has a concern with their merchandise and we apologize that we have no

further recourse to offer relating to this customer’s specific concern.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We will not be offering to send out a technician to this customer’s

residence for the various reasons already communicated within our previous

responses.

We have offered to work as a liaison between the customer and the

company who manages the protection plan she purchased and it appears that the

customer is still unwilling to communicate what type of accident occurred to

the merchandise to cause this concern.

As a final option for resolution we can offer to cancel the

‘Goof Proof’ plan and refund the purchase price paid for the extended

protection plan ($149.99).

Should this offer be accepted a corporate check (within 7-16

business days) will be mailed to:

As this plan is over 4

years old this is a more than accommodating

offer of courtesy on our part. Bobs Discount Furniture has no direct recourse

to offer relating to this merchandise and as the consumer refuses to submit an

accident claim for damage having this accidental protection plan will not

benefit her.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Dear Revdex.com, We accept the check in that amount of $149.99 as stated. The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan. Thank you for your cooperation in this manner.

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: The sofa with sleeper's cushions sits lower than the front part of couch. I had a technician come out to look at sofa. He stated the cushions seat 3 inches below proper level and sleeper bar for the sofa bed is unleveled. He was asked what will they (meaning bobs) do to fix to issue. He said that it is normal and the customer service rep he had us speak to said there's no warranty issue, to which he left while we were on the phone without a word.

I have had the couch for a short time and this cannot be normal or they would display the couch like this in the store room so I could have made an educated decision. This is the second time I complained about how the cushions were low. The first time, I was told the mattress for the sofa bed will expand to support the cushions, so leave the sofa bed open to allow for the expansion. I left it open for a week and no difference. This has been the worst all around experience I have ever had with any furniture company, actually any company in my entire life from delivery, set up, to now.Desired Settlement: I have just started paying for the couch in January. I would like them to exchange or repair it so it can look and feel like something that I just bought and not one that I have had for years. Fix it or exchange it so it can be used properly.

Business

Response:

Good

Morning [redacted]

I am very sorry for the disappointment you are experiencing with your sleeper

sofa. I assure you that Bobs Discount Furniture cares very much to satisfy all

our customers and we stand behind the quality of our products even after the

expiration of our one year guarantee period.

I do see that you reported your concern to us and we had a factory trained

technician come out to the home on 2/10/16. At that time it was explained to

you that this is normal for a sleeper unit.

This is normal and up to manufactures standards for the decking to sit a

minor amount lower then the other pieces.

That is the way it is manufactured.

We do understand that you do not feel you were properly informed during

the purchase so we would like to offer the following resolutions:

I do see that we have already set up an exchange for

you, if you want to proceed with this exchange you can simply call into

customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm. Any agent will be able to schedule this

exchange for you.

I would like to take this opportunity to offer you

something else, however. Because this is

part of a set and you have reported no issues with the rest of the set we could

offer you a discount on the sleeper to keep it in the home as it is. We could offer you a refund back to your

Wells Fargo account of 20% of the purchase price of the sleeper, which was

$749. This would be a credit of

$149.80. This would not affect the

warranty on the sleeper you would still have 5 years of accidental and

manufacturing warranty in tact.

Please review your options and let us know which of

these options would best work for you at this time.

Kind

Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.

Review: I ordered furniture the last of February, I believe the date was 2/27/13 and 5 deliveries and technician coming to my home, which made 6 times. I still have damage pieces in my home. I have called and sent picture of the damaged pieces. Where if it wasn't for the delivery guy putting to extra screw in the headboard, it could have possibly fallen on my son. The commercials out right fabrication. This is not quality furniture for a discounted price, its horrible. I have been patient. I stayed home 6 times in ordered for them to make it right, and to this date, I still have damage goods within my home. I have been promised different thing from different people. I have spoke to, numerous of people and everyone saying different things. I cant take it and would like for this issue to be resolved.

Order_Number: XXXXXXX

Desired Settlement: My desired outcome [redacted] for them to come and pick up 2 of the 3 bedroom sets. I am not confident or comfortable with anything from this company. They really can come get all three, and let me purchase my furniture from some where else. I signed an agreement, and through that agreement, I wanted brand new, non damaged furniture, which I don't have. Every piece was damage except for a couple of items, this is so unacceptable.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize the furniture has failed to meet your quality expectations.

I am pleased to learn that your account has been reviewed by one of our customer care supervisors and as a result, 2 of the 3 bedroom sets were picked on, April 9, 2013. You can expect to receive a refund check within 7-10 business days.

Bob's Discount Furniture appreciates your business and apologizes for inconvenience we have caused you.

Review: Purchased Bob's quote "famous Goof Proof" warantee. As stated when purchasing the couch at Bob's the salesman stated " anything that goes wrong with the unit" we (Bob's) will repair or replace the unit.Unfortuneatly they neglected to mention a company called Guardian covered the unit and you have a limited amount of time to submit your claim. Once I submitted my claim it was decline due to a late submission. I paid for the extended warantee in good faith and expected the same service in return.

Product_Or_Service: Couch

Account_Number: [redacted]

Desired Settlement: Either a replacement of the couch or a store credit to purchased the new unit.

Business

Response:

Business Response /* (1000, 5, 2013/04/24) */

Good Morning Mr. [redacted],

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

You filed a claim with Goof proof regarding the frame damage on March 5, 2012 however, you did not return the claim forms until April 4, 2013; your claim was denied for time frame. The goof proof warranty specifically states in writing that stains and damage must be reported within 14days.

Goof proof is a contract/service plan between you and Guardsman; Bob's Discount Furniture does not have the ability to overturn a denied a claim.

The 2 piece sectional you currently own has been discontinued therefore, replacing the damaged item is not an option. If you prefer we can cancel the goof proof plan and issue a partial refund or we can cancel the goof proof plan and issue a partial store credit for the return of the damaged item.

Please let me know if you need another copy of the detailed written goof proof plan.

Review: Spent $4K and have not received part of products.

Ordered furniture (bedroom set, two couches, two chairs and an ottoman) in May at the Waldorf, MD location via salesman [redacted]. To date only 1 couch, 1 chair, an ottoman and partial bedroom set have arrived. Delivery driver called an hour before to inform me the footboard was not on the truck. [redacted] in customer service did not know why but scheduled a redelivery (of footboard only) for Wed. June 5 between 7:45am-10:45am. I received 3 robo calls confirming the above delivery. I called the company at 9am on Wed., June 5th to re-confirm and they said "we just found out ourselves. The truck did not come in this past weekend and won't be in until June 29th". We have an add'l delivery date scheduled of June 14 for the remaining couch and chair. Desired Settlement: We would like the company to give us the display model footboard located at the Waldorf, MD location immediately.

Business

Response:

Business Response /* (1000, 5, 2013/06/07) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise delay and inconvenience.

Currently our records indicate that the footboard is scheduled to arrive into our warehouse the week of 6/29/13 and the sofa and loveseat are expected the week of 7/13/13. When merchandise is out of stock we are provided an expected date of arrival from the manufacturer however, for reasons beyond our control this date is subject to change. We expect store personnel to contact you as soon as notification is made regarding any scheduled back order merchandise.

The need to have a fully assembled bed is understood and we would like to offer you a loaner conventional frame until the footboard is delivered however, we are unable to provide you with the showroom model. If you prefer you may return the bedroom set and chose one that is in stock and available for immediate delivery.

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

Review: Bob's Discount return policy is extremely vague and somewhat deceptive to customers

On June 2, placed a large order ($6,622) at the store in [redacted], NY. The sales associate advised that the return policy was very flexible and can be returned within 30 days of receipt back to the original payment method. On 6/27 received most of the items. On 7/6 after reviewing the pieces, we decided that we did not like a mirror and leather ottoman we ordered. We called the store for arrangements to return these 2 items (total $500) and they advised that it would only be a store credit. I reviewed the return policy on the sales receipt and online (www.mybobs.com/faqs) and it did not state clearly that my only option was a store credit (see below copy of the return policy on their website). A customer service manage was supposed to contact me to discuss and after waiting several days I never received their follow up call. Very disappointed with Bob's as their reputation of being very customer service oriented seems to be false...

"For any refund you may accept a Bob's Discount Furniture Gift Card. For non-gift card refunds, except as otherwise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card. We will only issue checks to the person(s) listed on the original sales order."Desired Settlement: I want them to pick up the 2 items in questions and refund my credit card the full total ($199 for the ottoman and $299 for the mirror) plus applicable tax.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Good Morning Mr.[redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and was pleased to learn that your complaint was addressed by customer care on, 7/11/13. Customer Care agreed to allow the return of the ottoman and mirror for a refund as opposed to a store credit. To complete this process please contact the store to provide your credit card information.

Review: I purchased an outdoor patio furniture set for my backyard a few months ago. When I received the delivery it was missing three pieces. I contacted Bob's Discount Furniture customer service to tell them of the discrepancy and the female who answered told me they would investigate the matter and give me a phone call back. I never received a phone call back. I called Bob's Discount Furniture customer service back and another female answered and told me there was no record of the matter of the missing patio furniture. I explained the situation a second time to her and she told me they would investigate the matter and give me a call back. Again several weeks passed and I received no phone call. I called Bob's Discount Furniture customer service a third time and a male answered he told me they were in the process of investigating the matter of the missing patio furniture and he would call me back. He called back a few days later and told me that it was verified with delivery that those three pieces to the patio furniture set were never delivered. I asked if there was a way for them to send me those pieces and he said that they were no longer in stock. I asked him for a credit for those missing pieces that I paid for and he credited me back some of the money towards another furniture order for my living room. I explained to him my dissatisfaction of not having a complete set in my backyard and that it looks ridiculous and if I could receive any compensation. He said he would have to get a hold of a manager. The female manager that answered told me she could do nothing for me unless there was an issue with an order that was already delivered. That did not make any sense to me since the order was already delivered and I explained that to her. She insisted that there was nothing she could do and apologized for the inconvenience. This answer is quite upsetting since my wife and I have been Bob's customers for years and have recommended his store to all our family and friends.Desired Settlement: I am requesting the balance be paid on the living room set I put a down payment on and it would be delivered by next week.

Business

Response:

Good Morning Mr. [redacted],

Thank you for your continued business. I apologize for the incomplete delivery, as you have described.

According to our records you began contacting us two months after delivery to report that you were missing pieces of the patio set. Although all of our delivery records indicate that delivery was completed, we gave you $243.88 credit for the items you indicate were not delivered. That credit was then applied to your livingroom order, reducing the balance you now owe to, $749.56, unfortunately we are unable to place a credit on your account to zero out the amount you owe.

If you are disatisfied with the patio set being incomplete, you may return the (2) pieces for a store credit which you may then apply to the livingroom set.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they are emphasizing the length of time it took for me to report the claim as if they are doing me some kind of favor by giving me credit for the items I did not receive. Not giving me the items and charging me for them is the equivalent of stealing so that is really not a courtesy. A courtesy would be giving me a credit towards the new furniture I put a down payment on already or some type of compensation. I will no longer be doing business with Bobs and I will be sure not to recommend them to any family members. Good day

Sincerely,