Bob's Discount Furniture

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.

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: We purchased a bonded leather recliner and within less than 3 months the leather started to peel off on the headrest and seat. We contacted Bob's they sent out a tech and we are told it is not repairable and is not a manufactures defect. We cannot get any info as to why they are not standing behind what they sell. Is their not a reasonable amount of time to expect a new chair to last. The chair was purchased for an adult weighting 150 lbs and he has not peeled the leather off. Do we have any recourse.Desired Settlement: Replacement with a non peeling chair or a refund.

Business

Response:

Good Morning,

I spoke with Mr. [redacted] on Monday 12.16.2013 and offered two options for resolution. We are prepared to exchange this chair for him or allow Mr. and Mrs. [redacted] store credit to reselect another item. On Monday, Mr. [redacted] explained that he would like some time to review these options with his wife and contact me back. As several days have passed I have contacted Mr. [redacted] again today (Friday, 12.20.2013) and left him a voicemail asking that he return my call so we can resolve this concern for him.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased my couch and my bedroom dresser from Bob's in June. I found 2 rips in the couch and one of the drawers on the dresser came off the track. I called up Bob's customer service as soon as I saw the damage. They sent over a technician who assessed the damage and he told me that Bob's would call me within 24 hours confirming that they would send over 2 new covers for the couch cushions that were ripped and a new track for the drawer. I never got a confirmation call and I never received the items they said they would send. I called back explaining what had happened and they apologized. They explained that the new track for the dresser was back ordered until april and I had to wait until then to fix the drawer. They said they would send the new covers for the couch cushions within 3-5 business days. It has been 7 business days and they have yet to be delivered. I am very disappointed with their customer service. I think it is outrageous that I am left with a broken drawer for the next four months and that there is nothing that can be done. It makes it very hard for me to believe that they have the customer's best interest at heart.Desired Settlement: I would like Bob's to repair all the damaged items in a timely fashion.

Business

Response:

Good Afternoon,

I have spoken with [redacted] regarding these concerns. We have agreed that exchanging her dresser is the best option in lieu of her having to wait so long on that part order. The casing part for her sofa will remain on order and [redacted] has been provided my direct phone number for future use relating to her sofa. I will personally be handling [redacted]’s account to ensure she receives the best care possible.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My wife and I purchased a living room set with warranty, which cost us $2141.51, on 04/09/2012; delivered on 06/2012. In about 13 months the vinyl on both the love seat and sofa began to peel. I called Bob's Furniture store and reported the damage and they had someone come out and patch it up. About 2-3 months the peel continued and became more evident. I called Bob's Furniture once again and reported the continuance of the peel on both sofas. They informed me that there was nothing that they can do. I am outraged with the response I was given because we purchased a 5 year warranty and that warranty is supposed to cover any damages. Upon purchase of the living room set the sales representative who dealt with my wife and I, [redacted], informed us that if anything were to happen to the sofas we can contact Bob's Furniture and they will repair any damages so long as it was within the time period of the 5 year warranty. I've only had the sofas for exactly 1 year and 9 months so I am well within my warranty time period, therefore my warranty should be honored. My wife and I are very dissatisfied with the furniture as well as the service Bob's Furniture store has provided us thus far. We purchased warranty so that in the event of any damages to the sofas we would be covered and protected, yet we're being told that nothing can be done! This is unacceptable to us as consumers, therefore we would like to file a complaint against Bob's Furniture. We will appreciate any assistance you can provide us in this matter.Desired Settlement: We would like for Bob's Furniture to honor my warranty and replace my sofa's. However, we do not want them to replace them with the same sofa's or any sofa's made of bonded leather. The reason for this is because we will continue to experience peeling of the material and that is what my wife and I are trying to avoid.

Business

Response:

Good

Evening [redacted],

Please

accept my apologies for the frustration you are experiencing as a result of

your unhappiness with your product and service from Bobs Discount Furniture. I

assure you that we sincerely care about each and every one of our customers and

seeing that their concerns are properly resolved.

The

‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very

different from the ‘Goof Proof Plus’ plan that we currently sell and that you

have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was

a protection plan that we offered to our customers for five years of accidental

damage coverage. This means that the consumer would be asked to report a

specific accident that occurred to cause a coverable damage through the

insurance company: ‘[redacted]’. I apologize for any misunderstanding that may

have occurred at the time of sale, or perhaps during the purchase of your

glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage

against accidental defects (managed by the ‘[redacted]’ company) and factory

defects (managed by Bobs Discount Furniture) for five (5) long years. Considering

this information when you purchased your sofa and loveseat in 2012 your set was

covered against factory defects under our standard one year bobs factory guarantee.

This guarantee starts from the date of delivery and your set was delivered on

5.08.2012. When our technician visited your home on 8.31.2013 to address your

concerns of ‘peeling leather’ you were already outside of your one year guarantee

and we completed the service of touch up as a courtesy to you. We can take responsibility

for the workmanship not holding up to a quality standard and as we place an

immense amount of pride in our technician’s abilities I am equally as disappointed

as you are to learn of this repair not holding up. Regretfully we cannot take

ownership for a defect being present as your sofa and loveseat was outside of its

warranty period at the time you reported the ‘peeling concern’ to us.

I

can offer you a reselection store credit for the price you originally paid for

the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this

credit I will ask that you agree to pay a new delivery fee on the new

merchandise you pick out. I am unsure of what the delivery fee might be as it

depends on the dollar amount of the merchandise you select on the new sale. For

example, if you selected a new sofa and loveseat that sells for $1000-$1299.99

you would be charged $129.99 for delivery. Keep in mind you can also use some

of your store credit towards paying for the cost of the new delivery.

Please

respond to me and advise me if you would like to accept this option for

resolution as I am eager to resolve your complaints.

I

thank you for your time [redacted] and your extreme patience with us.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I originally contacted the general customer service department of Bob's Discount Furniture on January 27, 2014 to report a fraudulent charge that had me made on my credit card in their [redacted] store. I had originally contacted my credit card company, but after months of trying to get in touch directly with the retailer to dispute the charge, they continued to get no response and suggested that I try to contact Bob's myself. After I submitted my claim to Bob's customer service team, I received a phone call and an email from someone named "[redacted]." in their customer service department. I missed the phone call by a matter of seconds and immediately called back the number she provided in the voicemail, which turned out to just be their general customer service number. I explained to the representative on the phone why I was calling, and that I had just received a call from "[redacted]." and I was just trying to get in touch with her to follow up on my claim. The representative had no idea what I was talking about and insisted that there was no [redacted] there and ultimately told me to hang up and listen to the voicemail she left again and then maybe I could try to call back later. So I did just that, and heard the same information, so I called back again and got a different representative. This time I was told that there was a [redacted] there, but she was busy and she could call me back later. I never got any call back. Later that evening I checked my email and found a message from the same "[redacted]." asking me to reply and provide additional information on the fraudulent charge that I was attempting to dispute. I immediately replied with the information as requested, and again never heard anything back. Since then I have made multiple attempts to contact Bob's Discount Furniture (through multiple communication channels) and have gotten absolutely no response. I feel cheated. I have been dealing with this since 2010, and I just want to end this nightmare once and for all and get my money back.Desired Settlement: I just want my money back. I did not make this purchase. I never have shopped at Bob's Discount Furniture, and honestly I never will after this disaster. The original charge was made on September 28, 2010 in the [redacted] store for $1500. Since then, I have paid hundreds of dollars in interest due to Bob's lack of response, and I know I will probably never see that money again, but I feel that I am at least entitled to receive a refund of the original $1500 purchase.

Business

Response:

Good

Morning [redacted],

I

cannot apologize enough to you for this terrible occurrence, I can certainly

imagine that you have been feeling an immense amount of stress and aggravation

for this occurrence and I assure you that I am a direct link to be able to

provide you further assistance from this point forward.

We

do have a [redacted]. who works in our Customer Care Operations Team and as she

had previously emailed you, we do take this alleged charge very seriously and

would like nothing more then to get this resolved in a timely manner for you.

I

am so sorry to ask you for anything else on your end because you have already

done so much, but in order to move forward as efficiently as possible I will

ask that you respond to me in my direct email with additional information so I can

get in contact with my Accounting Department as soon as possible. My direct

email address is [redacted]

, you can also call me directly if you would prefer at ###-###-####. My office

hours can be limited so in most cases email is the best way to reach me, but

please feel welcome to call and should you need to leave a voicemail I will

return your call as soon as I am able.

If

you could please provide me with the name on the card along with the last four

digits and expiration date we will be able to research into this. If possible

would you also be able to provide me with the date and time the charge occurred

we will be able to look into this further.

Thank

you for your extreme patience with us and I apologize again that you have had

to escalate your concern to so many different levels. I promise you that I truly

wish to get to the bottom of your concern and solve this for you once and for

all [redacted].

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a defective couch from Bobs Furniture in [redacted]. I reported the defective cushions and springs to them before the warranty expired. They have failed 5 TIMES to get a service technician and the proper replacement parts to my home. Instead they barrage me with automated calls stating wrong date, wrong time, wrong parts and other wrong info. This forces me to call there 800 number hellhole. Bobs never answers there phones, Bobs has no staff to answer the phones. Bobs has no management or escalation of problems to a higher level. Bobs shipped wrong parts to my house that are huge heavy and bulky and Bobs will not remove them or arrange for shipping, so I have to lug them to the curb as garbage. Bobs owes me 4 springs which they call a Mechanism. They could mail them to me in an envelope and resolve this, but they will likely still insist on "scheduling a technician" to install there entire mechanism. At this point. I either want a full refund of $2000 couch or mail me the 4 springs.Desired Settlement: Bobs owes me 4 springs which they call a Mechanism. They could mail them to me in an envelope and resolve this, but they will likely still insist on "scheduling a technician" to install there entire mechanism. At this point. I either want a full refund of $2000 couch or mail me the 4 springs.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies

to our customer for the failures we have caused and the inconvenience he has experienced

as a result of our product failures.

I do believe that this

customer has been offered an appropriate and satisfactory resolution as of

3.22.2014. We will be delivering new merchandise to this customer on 4.05.2014.

Thank You,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Revdex.com Please keep this complaint open through 4/8 pending the offer

from Bobs Furniture for new furniture to be delivered Saturday 4/5.

Bobs

already failed on there new furniture delivery last weekend. 3/22. So

I'm reluctant to close the complaint prior to the next delivery they

offered 4/5.

If any questions, please call me a t ###-###-#### or email [redacted]

Sincerely,

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: 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: I purchased a couch from Bob's Discount Furniture in August 2011. When I purchased the couch I also purchased the Goof Proof plan which I was told would cover ANYTHING that happened to the furniture for 5 years. Now, less than 3 years later, my couch is literally falling apart at the seams and I was told by the Goof Proof protection people that the damage is not covered because it is a manufacturers defect, not man made damage. I called Bobs and was advised that the manufacturers warranty was only for one year and so there was no coverage. I was further advised that if I still lived in the same location as I did when purchased the furniture, Bob's would send someone out to inspect the furniture and see if they could fix it. However, since I moved 2 years after I purchased the furniture, they could do nothing. No where in the paperwork that I signed when I purchased the furniture did it say that moving would void any warranty. I have never seen such poorly made furniture and I want Bob's to repair my couch. Please help me.Desired Settlement: I would like to damaged portions of the couch repaired or replaced.

Business

Response:

Good Morning [redacted],

I apologize that you are experiencing any feelings of

frustration while seeking to get your concern resolved through Bobs Discount

Furniture. I do understand how the Goof Proof protection can be confusing for

our customer’s to navigate and I assure you that here at Bobs we care very much

to resolve our customer’s concerns.

Our records indicate that this furniture was delivered to

you on 7.27.2011 and in nearly three years you have not made us aware of any

concerns with your merchandise. I am truly very sorry that you are so disappointed

with the way your furniture has worn over the past years of use; however seam separations

are rarely a damage that just appears as a result of a one time occurrence. Had

we been made aware of this concern earlier on we may have been able to offer

you the assistance you are currently seeking. The Goof Proof Plan you purchased

through us in 2011 is one that is geared towards repairing or replacing your

furniture as a result of accidental damages only-This purchase did not extend

your manufacturing guarantee through Bobs. The ‘Best Effort’ service that we

offer to our customer’s is provided at the original delivery address only for

liability reasons and is under our discretion to offer as a courtesy when a

customer is outside of their established warranty period. As a precautionary measure all businesses must

ensure that they are not causing themselves more cost by offering to repair products

outside of their warranty period and this is one of the many reasons we offer

to provide this service at the original delivery address only. I apologize to

you that you do not qualify for resolution under our ‘Best Effort’ program and I

am embarrassed that this avenue was even brought to your attention as I can see

not being eligible for this service has caused you much more frustration than

you were already experiencing.

As consumers we don’t always remember how much we actually

use our products on a daily basis and any home furnishing, bought from any

retailer should be expected to show signs of wear and tear after several years

of use. As a furniture retailer this is a situation where we would normally

have no recourse to offer you. Because we are Bobs Discount Furniture and we

empathize with all of our customer’s concerns we can offer to review photos of

your merchandise concerns in their current state and discuss what, if any,

repair recourse we may have to offer you if your new address is still located

within our service area.

If you would like us to look further into your claim by

reviewing these pictures please attach a minimum of three (3) photos to your

response through this channel.

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: I ordered two couches and one love seat on August 16 and was told one couch would be delivered on September 24, and the remaining couch and love seat would be delivered on October 11. Nothing has been delivered and I am now told that everything should "arrive" at the store on November first - with no delivery date. Absolutely ridiculous. I can't understand how this place stays in business.Desired Settlement: Actually delivering what I purchased.

Business

Response:

Good Morning Revdex.com,

I reached

out to [redacted] today (10.14.2014) by phone and left him a message with my

direct contact number for return call. I do hope to speak with him soon and I am

genuinely very sorry for the unanticipated back order on the merchandise he has

been expecting to be delivered.

Our retail

location has made several changes to this order from its original status and

regretfully I cannot update this account any further without first speaking

with [redacted] and then verifying all information through our retail

location.

I am

currently awaiting the customer’s call back to me and apologize again that we

have caused our customer any inconvenience during this purchase.

Kind Regards,

Bobs

Discount Furniture

Review: We bought 2 couches and a recliner from BOB'S Furniture in April ,2013 and just a while ago the springs in the cohions started poking people in the butt. We called them to come out and check them along with my recliner because the leather started to wear through in areas where it should not have. They called the office and then put me on the phone and I was told that the cushions would be replaced in 3 weeks and the recliner would only take a few days. The recliner came and was put together by the young man and come to find out it did not have a clamp that held everything together. So I called the company and they are replacing the recliner by the 12 of this month. But the replacement cohsions wont be replaced till Marched 6th ,2015. We were not told by the company that it would take so long if anything went wrong and I am having people over for a Christmas party and no place for people to sit. We were told that if we wanted to replace the couches it would cost us more money for the protection plan on them again. So they are telling me that I have to wait 5 months to get relacements or exchange the couches and buy a new protection plan even though I have one that should carry on to the new ones.That is money we do not have ($100.00 ) and if we do this that means someone will not get a few Christmas gifts. Thank You [redacted]

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies to our

customer for the disappointment he is currently experiencing with his

product.

The customer’s recliner was

replaced utilizing the [redacted] Plan he purchased from us. The [redacted] Plan allows for five years of unlimited parts and service or a one

time replacement outside of owning the merchandise for a period of one year. The

customer no longer has [redacted] Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the

recliner.

Our records indicate that the

other living room items were delivered to the customer on 04/05/2013 and his

report of concern came to us on 11/04/2014. At this time the customer was past

one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrences. Should the

customer wish to use up his one time replacement option for an even exchange

(like he did on the recliner) on the sofa and the loveseat that is certainly

his right. We always recommended parts and service as the best route for

resolution since this avenue keeps the protection plan active on the

merchandise. We apologize that there is a delay in container shipment from the

overseas vendor and if we could get the parts any sooner we most certainly

would.

Should the customer be unable to

wait for the replacement parts to come in he may contact our Customer Care

Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time

replacement option under the [redacted] Plan that remains active on this

sofa and loveseat.

The five year protection plan is an option on all purchases and

not a requirement. The customer is not being forced into “re-purchasing” it on

his newly delivered items should he decide that a replacement of furniture

suits his needs more so than the option of replacement parts.

As the customer was charged $129.99 for a five year guarantee on

merchandise that retailed for $1,097.00 we do believe it is obvious as to why a

replacement of an item (including the cost of delivery) fulfills the contract

of the plan. We stand behind the value of our [redacted] Protection Plan

and its option for a one time replacement only.

Kind Regards,

Bobs Discount Furniture

Review: I purchased a kitchen table and chair set, and after delivery my husband and I noticed a mildew smell coming from the faux leather chairs, and also a crack in one tanle support. We called the store to return the set for a refund and were told they would only issue a store credit. We were also told by the salesperson that the chairs may have gotten wet ay one time ? We do not wish to do business with this company and therefore have no use for a store credit, it wasn't that we didn't like the set and just wanted to return it. We don't know if the chairs contain mold inside or not. We are just asking for a full refund of our purchase price and protection plan.Desired Settlement: Full refund of purchase and protection plan.

Business

Response:

Good Morning Revdex.com,

This customer’s account indicates that the merchandise with alleged

concern was removed from the home on 7.18.2015.

I have updated the commentary of order number [redacted] that

this customer has been approved for a refund after the pick up fully finalizes

in our system (since the merchandise was picked up on a Saturday the return

process does take a few business days to fully finalize into our MD warehouse).

We suggest the customer contact their retail location to have this refund

paperwork created and processed on Wednesday 7.22.2015.

As we were not provided with a proper opportunity to inspect

this merchandise or verify the allegations listed here, we maintain that we are

working above and beyond policies set forth during the time of sale to please

this customer as an individual.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bob's delivered a defective couch. They were scheduled to come back and deliver a non-defective product, but came back three times over the course of ~2 months and each time they returned, the merchandise they had with them was defective each time.

After the fourth time, we decided as customers not to waste any more time waiting for them to deliver a couch without a defect. They said numerous times we were entitled to compensation for our troubles/the defects. Upon calling, I found out that they can only offer gift cards to Bobs, and additionally that we were only entitled to a refund on the delivery charge.

The minimal compensation that was offered was not consistent with what was promised. There should not be a delivery fee regardless, since it took four times (hours of days that we had to wait home for). The compensation does not reflect the fact that the furniture is still damaged, in addition to the amount of time that we have wasted dealing with this company.Desired Settlement: We would like $400 refunded back to the account - Not gift cards.

We paid for a couch that is still damaged. We gave the company four attempts to deliver a non-defective product, and after the several days wasted time we still have two easily-identifiable defects.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the continued

inconvenience the multiple delivery attempts and damaged product has continued

to cause our customer.

Bob’s prides itself on providing quality service and the best

value product for the price. Our primary focus is on making the concern we

caused right so that our customer is satisfied with the product that they have

purchased from us. In the event that the customer accepts a damaged product in ‘as

in’ condition we can absolutely research what we refer to as a ‘concession to

keep’. This is essentially a further discount off of the price paid for the affected

item. Regretfully neither our records nor the customer’s claim reflect what the

current concern with the sectional delivered on 10.24.2015 is. Please ask the

customer to submit a more detailed description of what they are asserting the ‘defect’

is along with some photographic evidence (via Revdex.com) and at that point our

business can make reasonable offers for concession to keep. Normally this

concession is offered in the form of a gift card however in this customer’s

individual case we do understand and accept ownership for our failures and can

make an exception and provide the future offer(s) as a form of refund to the

original method of payment.

Please note that as a business it is always our goal to honor our original

promise to our customer and provide them the merchandise selected in the

excellent condition expected so if the current damages can be repaired with

service or factory fresh parts/installation we will also advise of these

options for recourse. Once the pictures and report have been reviewed we will

respond with any and all avenues available for resolution (including concession

to keep as is).

In regards to the compensation end of our customer’s concern

we absolutely appreciate why the customer feels they are owed something as an

apology from our business and have worked outside of our normal policies in an

effort to satisfy this customer with the offer to refund the delivery fee paid ($129.99).

Normally we offer any type of additional apology in the form of a

Bobs Discount Furniture Gift Card because as a business we understand the

importance of earning our customer’s trust back and proving to our customer

that delivery failures are not part of the normal daily operations that have

helped us grow to be the 15th largest furniture retailer in the U.S.

We also wish to provide our customers with a tangible item as a further form of

apology rather than just committing to the act of pacifying someone with a

monetary amount. As indicated- I can personally identify with a consumer’s need

for a compensation apology however we have already worked at a higher level to

make exceptions for this individual outside of our policies. Any compensation

agreement is to be discussed after the customer has been fully satisfied with

the merchandise they paid for and a form of apology is usually processed by

gift card only, for this customer we offered a monetary refund amount on 10.26.2015

and are willing to provide the concession as a refund once all documentations

are reviewed. Working beyond a structure that is set in place to keep things

fair for all consumers is a retailer’s way of applying empathy and accepting

responsibility for a customers concern.

I apologize again to our customer for the disappointment we

have caused and look forward to receiving the requested information so that we can

help our customer move forward.

Kindest regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased the reclining sofa and rocking reclining love seat along with two recliners in 2010. The mechanisms broke within I believe a year or so. I spent at least 40 HOURS on the phone trying to get someone to help me. It was my luck that I purchased the set when they changed companies who guaranteed the furniture I purchased and neither of the companies had my furniture under warranty. Finally, after wasting 40 hours of my time, which I shouldn't have had to, Bob's came out to fix the problem. When the repair man was here I expressed my concerns how a spring had fallen off my couch and the couch was sagging. He told me to call and they would re-stuff my furniture. I called and made an appointment. Again, it was just my luck that the day the person was supposed to come to repair my furniture we had a major snow storm and they had to cancel. I was told they would re-schedule with me for another date. Unfortunately after that I have had several tragedies occur within months of each other including my mother having two strokes, a sibling dying, my husband finding out he had stage 5 kidney disease and is now on dialysis and my son passed away 6 months ago at the age of 24. My warranty expired 1 month after my son passing away. I now have a living set that I paid a lot of money for that has been unused for at least two years because I had to take it out of my living room. I have once again spent numerous hours on the phone with customer service and they agreed to come look at my sofa. The certified technician said it was not able to be fixed whatsoever. So, now I am stuck with a living set that I might have received two years worth of use, they refuse to let me talk to anyone beyond customer service and will not even give the number to anyone in the corporate office and said their decision is final. I have purchase at least $5,000.00 of furniture from Bob's and I am applauded that I can't even get through to the corporate office because they are instructed not to let any customer call with complaints. If I honestly believed I was at fault I would not even address the situation, but I know I was sold a living set that was junk from the day they delivered it. I just want someone from corporate office to call me, listen to my complaint and live up to the standards they claim. I don't think any consumer should have to spend two weeks of their time being placed on hold constantly and then having someone claiming to be from corporate office say her decision is final and I can not to speak to the CEO or the COO of the company because they are too busy for complaints like mine. Isn't that what Corporate Office is for?Desired Settlement: I believe Bob's should repair or replace my living set considering it has barely been used and is not able to be repaired. Obviously it was junk from the day it arrived in my home.

Business

Response:

Good Afternoon Revdex.com,

I have spoken to this customer

directly, prior to receiving this Revdex.com claim, and have fully resolved the

associated concern.

At this time we consider this

concern closed as resolved.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have 20 yr coverage & insurance on bed for anything. I was told. Mold underneath mattress. They will not cover, said it was accidental. It's at least a 4 foot circle, that I tried to clean. They came out and said it is a 10" circle. My husband passed away this year from acute respiratory/heart failure. I'm having breathing problems myself.Desired Settlement: Hoping for new mattress, I'm on disability, can't afford another mattress.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to

the customer for the inconvenient nature of this complaint and the concern we

can acknowledge it is causing them to experience.

Our records indicate that this

mattress was received into the home in January of 2005. Several months ago

(July of 2015) we spoke to this customer regarding this concern as they filed

with another complaint agency, below is a portion of the report provided to us

from this alternate agency:

“Caller

stated that she discovered that there was mold on her mattress when her

grandchild accidentally wet the bed. She is not sure how long the mold had been

there because she has never lifted the mattress.”

The Bobs warranty on the mattress provides coverage for factory

defects, our business sent a technician to the residence on 06/16/2015 to

inspect for any factory defects and his report indicates no factory defects present.

Due to the occurrence of mold stemming from an accident that

happened in the home and far beyond any control of our business (as the

furniture retailer) we are regretfully unable to provide recourse for this

concern.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have insurance on the mattress which I was told if anything happened to the mattress. They told me mold wasn't an accident. So how else does mold get on something. The mattress was never wet and always had a pad cover on, which they (Discount Bob's) gave me. So they won't honor the coverage I bought. so please let me know if any further action can be taken.

Sincerely,

Business

Response:

Good Morning Revdex.com,

While

we remain very sorry that our customer has experienced this concern we are

unable to respond to occurrences that are caused by the environment the

merchandise resides in.

The

pad that the customer purchased in Jan of 2005 offered a 10 year protection

period thru the [redacted], the period of protection associated

with this pad has expired and our records indicate no report of failure (to us)

from this pad within the protection period.

If

the pad is what the customer is referring to as their “insurance” –as indicated

above coverage under this pad is no longer active or available and expired

almost a year ago. The company that offers this coverage ([redacted]) is a third

party company that requires that any incident of the pad failing due to human

bodily fluids be reported within the 10 year term as well as within 5 days of

the actual occurrence.

We

apologize again however we are unable to offer further action on an a damage that

is not a factory defect.

Stephanie

A. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: In november my finance and I went into bobs in [redacted] ordered a bedroom set over 2000 . The only reason we order was because we had got our couch and never had any issues. It was time for deverly two days later . Not only did the people never call when they were coming they just showed up not only did they do that they were BEYOND RUDE AND THE BEDROOM SET WAS DISTORYED !!! everything was broken and chips. While putting everything together since they said if we didnt take it they were leaving we spoke to CC and they said take the items and they will send new ones later in the week, and the only reason we did was because we gave away our old bedroom set and had nothing to sleep on. We waiting over a month to get new items and again they didn't call just showed up with DAMAGED ITEMS YET AGAIN !! so we waited another 2weeks .. we didnt get a phone call and they showed up .. with guess it yet again DAMAGED items !!!! I am still waiting for new furniture ! and keep taking off work to wait for it .. and keep dealing with it and nothing is getting done . each time I requested for it to be inspected and never was done !!!Desired Settlement: id like either come type of money off my bill or something needs to do done because this is horrible.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies for any inconvenience we may have caused

this customer during their delivery experience with us.

Regretfully I am unable to locate any account information that matches this

consumer’s complaint within our internal records.

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

access a sales order for (under a man’s name who may be the fiancé mentioned) a

bedroom set and sectional that shows 100% successfully delivered on 11.10.2015.

I am hesitant to believe this is the account as the customer is asserting that

they have had several deliveries from us.

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

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

complaint further? They can locate this order number via the sales

receipt provided at the time of purchase.

If the invoice number is unavailable

please ask if the customer can provide the original delivery address for this

merchandise or any alternate names/ phone numbers that may bring up their

account records.

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

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I made insurance claim in march 2015. They came saw the sofa and told to send the pictures. I emailed them the defected pictures on march 3, 2105. And kept following up and seeking for response. The condition of sofa started to deteriorate more now. I contacted them today jan 12, 2016: and they checked there were pictures but they never contacted me. and told me to send the new pictures. I sent them new pictures they said it is now more issue you should contact the warranty team. Why should I contact them. bobs should take care of it.

Does it take more than 1 year to see the pictures and to no response?Desired Settlement: Now I want replacement of sofa not the repair.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for any delay in claim processing that has caused them to feel disappointed in

us.

At this time I believe the

customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of 1.14.2016.

Sincerely,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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.