Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

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

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

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

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

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

We sincerely apologize for the error in our processing

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

attempts.

I have personally located the inconsistency and effectively

corrected it.

The inventory article number that we have been using is

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

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

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

want to make this failure right by our customer.

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

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

Should [redacted] feel more comfortable she is welcome to

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

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

Thank

you for the opportunity to make it right,

Bobs

Discount Furniture

Consumer

Response:

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

Sincerely,

Review: 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: 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: 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: 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: 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: 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: 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: 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: I had a mattress and foundation picked up on September 6, 2013. After waiting the required 3 days to file for a refund I did. I was told that since I paid with 2 different cards I would have to get the refund split back to those cards and being that I had changed banks I would have to get part of my refund as a check in the mail. Two weeks later I received a call that my check was returned due to my address not being correct. I confirmed my address was correct and was told the check would be mailed out. Again two weeks later I now called to locate the check and this time was told they would do a stop payment and re-issue the check as I should have received it by then. A week later I received another call that Bobs needed to confirm my address and that the check wasnt mailed. I asked to speak to a manager and was told that there was nothing they could do as accounting does not have a phone to be contacted. I then asked to speak to the corporate office and was placed on hold for 35 minutes until someone else answered and told me I would have to wait 7-14 days for the check. The next day I called and found out I in fact was speaking to a store rep and not corporate. I have left corporate 6 messages none of which have been returned. Finally two weeks ago I was told that the check was mailed and I would have it last week. I did not receive anything so upon calling Monday November 4, 2013 once again I was told that the check needed a confirmation of address and had not been mailed out since October 9, 2013. To this date I still have not received my refund. My address has been confirmed several times and it is the same address the merchandise was delivered to and picked up from.Desired Settlement: I would like for my refund to either be returned to the card that the other half was sent to or have a certified check issued immediately and expedited to me.

Business

Response:

Good Afternoon,

I spoke with Ms. [redacted] on, 11/18/13 and she confirmed that she recieved her refund check on, 11/15/13.

Bob's Discount Furniture appreciates Ms. [redacted] business and apologizes for the delay and inconvenience.

Review: I spent over 6,000 dollars at this store. Half the items ordered were not available till a month later. As my elderly parents were planning on visiting and I needed furniture immediately, anything more than a month would have been unacceptable and I explained this. Delivery was verbally "guaranteed" within a month. Customer Service called a week before delivery and pushed the delivery 2 weeks. After this we never heard from them. When we call we are told the delivery has been pushed another 2 weeks, but that we had been informed of this (despite having no calls or voicemails from them). This has happened no less than 3 times. The current delivery date is now well over 3 months from promised delivery. Customer service additionally informed us that of the 2 pieces, one was available but that they only delivered twice for a customer, could not 3 times. We were initially very understanding that the shipment was coming from overseas and a week delay could happen. It has been 3 MONTHS. The worst part is that they did not bother to call and inform us of the delays and instead, when we call claim that we were aware of these delays (my hidden psychic powers?). Add to this, we had to refund one item andthe refund was off by 400 dollars. It took 7 calls and reminders from me to fix it. The level of unprofessionalism is unbelievable to me. You have promised a customer a product. One they have paid for. You cannot just delay endlessly and not even bother to inform them. If I could return every item I would. I will never return to this store, and not one of the (considerable) number of people in need of furnishing their homes will be either.Desired Settlement: Just deliver my paid for items. I am tired of having my parents sleep on the floor while we wait endlessly for a delivery. If you cannot honour your product delivery (IN SEPTEMBER) then allow me to return the entire bedroom set. Including bed, vanity, chest of drawers and side table. Free removal from my home and full refund.

Business

Response:

Good Afternoon [redacted],

I am so sorry for all the frustration you have experienced

while seeking only to get what you were originally promised by us. I assure you

that we feel our customers are the most important part of our business and we sincerely

wish to earn your trust back.

I have left a voicemail message for you at ###-###-####

today (9.09.2014) with my direct contact information. I hope that you will give

me the opportunity to assist you directly from here on out so I can ensure you

are not failed again.

While the bed you are waiting on is currently on back order I

can offer to have a loaner frame delivered to you so your parents can at least

have a proper bed to sleep in. I can also offer to personally watch your order

daily and contact you directly with any changes. There is no excuse for the

lack of care you have received overall and I am truly very sorry for the

negative impression you have of our company at this time.

I can be reached by phone at ###-###-#### (Mon – Fri 8:00am –

4:30pm).

If you prefer written communication you can also reach me at

[redacted] .

Thank you for your extreme patience with us [redacted] and I look

forward to hearing from you so I can ensure that you are provided with the best

care possible.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: On 4/23/13 I picked up a large sofa chair and storage ottoman purchased from Bob's. They came with a 1 year manufacturer's warranty. On 4/2/14, I opened the ottoman and the back panel buckled and broke at the center horizontal seam. On 4/3/14, I called customer service and a tech came to my home on 4/11/14. On 4/14/14, I called to follow up and the customer service rep said the tech deemed the damage accidental and therefore not covered by the manufacturer's warranty. The rep said that because I said I had sat on the ottoman several times before it broke, that I caused the damage because the ottoman was not made to be sat on. I called customer service again twice the next day and was told the same thing: that I caused the damage because the ottoman was not made to be sat on. Neither I nor my husband used the ottoman in an unreasonable way to cause the damage. The ottoman was very lightly used in a new nursery and is also quite large -- the same height and almost the full width of the large sofa chair. A reasonable person would assume it was safe to sit on it. This is a case of faulty manufacturing, but Bob's refused to replace the ottoman under warranty. After hearing multiple reps tell me that the ottoman was not meant to be sat on, I have no confidence in the workmanship of the ottoman and do not want a replacement only to have this happen again. Had I been told that I could not sit on the ottoman before I purchased it, I would not have bought it or the chair from Bob's. One representative told me that her supervisor would authorize a replacement ottoman but only on the condition that I relinquish my rights on the new ottoman under the 5 year Goof Proof Protection Plan that I purchased for $69.99 for the two pieces of furniture. She said I would have to pay another $69.99 for Goof Proof on the replacement ottoman. This is absurd as the damage to my ottoman is not even covered by Goof Proof because it is due to a manufacturing defect that happened within the first year of ownership.Desired Settlement: I would like a full refund of the purchase price of the ottoman: $199.00. The statements made by the customer service representatives reveal the poor quality of the ottoman and indicate that I would not be able to use the ottoman for the purpose for which I purchased it. Even if I received a replacement at this point, I have no confidence that it will not collapse and that this issue not will be repeated.

Business

Response:

Good Afternoon

Revdex.com,

We are very

sorry that this customer is experiencing disappointment with the product they

have purchased from Bobs Discount Furniture. While I understand the customer’s

apprehension in receiving a replacement the fact remains that the current

ottoman is not defective. Our service technicians are highly educated by our manufacturers

directly to ensure they can easily recognize what a factory defect in workmanship

is verse damage caused accidentally or over time with more use than anticipated

during production. As a courtesy and because Bobs is a company that truly cares

to resolve our customer’s concerns we have created an even exchange for this

customer’s ottoman. Please ask that the customer contact our retail location at

###-###-#### (press number one on your keypad after you hear Bobs voice) to

verify when the new ottoman will be available for their pickup. Our records are

indicating the ottoman should be there by tomorrow 4.23.2014. We ask that the

customer bring the ottoman they currently have back to the pick up location in

order to receive their factory fresh product. This courtesy even exchange does

not affect the customer’s warranty through our Goof Proof Plus Plan. The

ottoman remains warrantied for factory defects and most in home accidents

through 4.23.2017.

Here is the

order number associated with the customer’s new ottoman: [redacted]. I do expect

the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended

that our customer contact their store prior to coming to pick up any

merchandise.

I apologize

again to this customer for the run around and overall lack of care they have been

presented with, a replacement ottoman would have been the resolution we accommodated

this customer with if a defect had actually been present.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bob's has failed to address my primary concern: that the ottoman was not constructed for the reasonable use for which I purchased it. I bought the ottoman in part to have extra seating in my nursery. The customer service representatives said that it was not made to be sat on. The response from Ms. [redacted] says that the tech is trained to recognize "damage caused accidentally or over time with more use than anticipated during production." Does sitting on it constitute "damage caused accidentally" or "more use than anticipated during production"? If so, then I do not want a product that is of such poor workmanship that it cannot even withstand someone of average weight and size occasionally sitting on it. If Bob's ottomans are not made to be sat on, Bob's should warn all customers seeking to purchase them that they cannot be sat on. The fact that Bob's is still saying that the tech made the right call also does not bring any relief because I do not think that a customer should be wrongfully accused of breaking the furniture when the frame itself was poorly constructed. If I take a replacement ottoman and it collapses again, I will be faced with the same issue and again blamed for the damage. This issue has taken many days and many hours of my time and I do not wish to go through this again. While I appreciate Ms. [redacted]'s apology for this issue, if, as she states in her response, "Bob's is a company that truly cares to resolve our customer's concerns," then Bob's should refund the money I paid for the ottoman, which would resolve my concern.

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: On July 22, 2014 my husband and I purchased a sofa and a loveseat from Bob’s Discount furniture, located at [redacted] My husband and I had recently added two new puppies our family and we were concerned about potential damage to the sofas. I relayed these concerns to the saleswoman, and she advised us to get Bob’s [redacted] service, and assured us that Bob’s, through “[redacted] would repair any damage caused by the puppies, if the damage was reported in a reasonable time. Due to the salesperson’s representations, my husband and I purchased the sofa and loveseat. Two weeks ago, one our puppies got sick and defecated on the sofa several times. She was also very irritable with mouth trouble, and she chewed away a corner of the loveseat. We called [redacted] and reported the incident. A week after reporting the incident to “[redacted] we received a notice in the mail stating that our request for service was denied. Nevertheless, as a curtsey, the notice stated that [redacted] would come out to look at the sofa and loveseat, but would not guarantee they would fix or clean the sofas. Due to misrepresentation made by the sales person and Bobs, We would like a full refund for the sofa and loveseat purchased from Bobs in reliance on its warranty services and the representations made by the salesperson. Thank you.Desired Settlement: I would like Bob's to issue a full refund for the sofa and loveseat and pick them up.

Business

Response:

Good Morning

Revdex.com,

[redacted] is an extremely valuable plan when used

within its intended guidelines for accidental damage protection and an animal

chewing the merchandise is an exclusion to the coverage plan. The third party

company that manages this plan does not view the act of chewing as an

accidental occurrence and sees fit to deny this type of report. We are not at

liberty to overturn the choices of a different company.

We do expect our sales professionals to provide

a general overview of the additional protection plan during the excitement of

the sale and we provide a document not only ‘checking off’ what is covered

by the plan, but also indicating that there are exclusions to this plan and

should the customer seek knowledge of exclusions they are to refer to their full

plan documents. We cannot force a consumer into the act of educating themselves

on every exclusion denounced with the protection plan and we do our best to

properly prepare them in written word as to what is covered.

We (Bobs Discount Furniture) have not made any direct

agreements or sent any direct denials for this claim to this customer. Our

records indicate that this customer reported an incident of animal bodily fluid

present on their merchandise to us on 8.16.2015 and we appropriately connected

them to the [redacted] company who I believe they are communicating they have had

further interaction with. As a consumer myself it sounds like the [redacted] Company

has also offered this customer a certain courtesy outside of their terms and

conditions. Therefore from reading this posting it is appropriate to determine

that [redacted] is working to meet this customer’s demands outside of the plan

guidelines they have in place for all customers alike.

There are many acts of accidental damage (some

that include coverage for an animal’s bodily fluid stain) that the plan does

cover and we stand behind the plan being a valuable investment for any

customer.

We apologize that this specific act of animal

damage is not covered and we further apologize that we are unable to offer

recourse for concerns that occur completely outside of our control.

Review: My husband and I purchased a couch from Bob's Discount Furniture less than 2 years ago. We paid an additional $99 for the 5 year protection plan, or the "Good Proof Protection Plus". A few months ago, my husband fell into the couch and we noticed that one of the springs was now broken/making noises and the leg was bent. We have called the protection plan service number multiple times and no one picks up the phone. We have left several voice messages, none of which have been returned. We called the store itself and spoke to a manager who said he would try to get in contact with the customer service for us, but never received a response.At this point the spring/noise has gotten worse and we are very disappointed.Desired Settlement: We would like the company to repair or replace the couch ASAP.

Business

Response:

Good Morning Revdex.com,

I have reached out to this

customer by phone today (4.16.2014). Our records reflect that she has been

scheduled for a service repair for this concern and I am currently awaiting her

phone call back to verify that her concern has been properly handled.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased a leather sofa & a "goof proof" protection plan in Nov. 2012. Less than a yr later, got damage on the seat cushion & was just informed the plan doesn't cover it even though I never received the full protection plan contract of what it covers and what it doesn't. Regardless, the damage speaks to the quality of the product (LOW). Person on the phone said the plan contract terms "should've been emailed to you but I see we don't have your email address" and there's "nothing" they can do. This is unacceptable.Desired Settlement: I want a refund of the goof proof protection plan of $49.99 since we were never even told that there are certain kinds of damage that are not covered or shown what kinds of damage are actually covered. If I had been properly informed of the terms at the time of purchase, I never would have purchased the plan. The fact that a damage protection plan doesn't cover damages is absurd, and there is no way I could have known any of the terms without being given a copy of the terms.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize if basic inclusions and exclusions of the goof proof plan were not comminicated to you at the point of sale. Guardian provides a copy of the plan terms in one of two different ways, (1) a written copy of the plan is provided in the goof proof kit box given to you at the point of sale, (2) guardian will email you a copy of the plan, if you provide your email address at the point of sale.

Your claim was denied because you indicated that the rips/scratches were caused by your pet. Guardian covers pet bodily fluids but not damage resulting from the teeth, beak or claws of an animal. Guardian provides coverage and peace of mind against most in home accidental damage including food/beverage stains, marker, ink, nail polish/remover, crayon and gum just to name a few.

If you prefer to cancel the plan you may do so and we will issue you a refund however, I would encourage you to review the full details of the plan, before making your decision.

I will be happy to provide a copy of the goof proof plan, at your request.