Bob's Discount Furniture

Review: I ordered my furniture on November 7, 2014 and it was expected to be delivered November 21, 2014. I took the day out of work and waited for the allotted time, as the delivery men showed up at my door they informed me that they only had the love seat because the sofa had been damaged in transit. I then called customer service immediately and was told that they could not get me another piece until Tuesday, November 25, 2014 because they were booked and there was nothing they could do. On November 22, 2014 I got a phone call that the sofa was now backordered and they could not get it to me until December. I then called customer service again and they promised that I would have the sofa on December 6, 2014 but they would send me a loaner love seat so that I would have some sort of seating since the holiday was coming. This time they showed up an hour later than scheduled but they brought the loaner love seat on November 25, 2014. I was promised that they would again have the new sofa on December 6, 2014, but an hour before their arrival I got a call that once again they damaged it in transition. At this point I am beyond annoyed and rescheduled it for December 13, 2014. On December 7, 2014 I got a phone call that the sofa is now backordered again! At this point I am so frustrated and have not been promised any date as to when my furniture will arrive. I was told their would be some sort of money reiumbursement once I receive the sofa.Desired Settlement: At this point I am done with their apologies and would like my sofa and a full refund!! This is the worst customer service I have ever experienced and I will never, ever order anything from this company in the future.

Business

Response:

Good Afternoon Revdex.com,

I personally spoke with this customer on 11.22.2014 and sincerely

apologized to her for the inconvenience that the back ordered sofa was causing

her to deal with. At that time I explained to [redacted] that the merchandise

coming in from our overseas vendor is a part of our business that regretfully

we have little to no control over. I know for a fact that no one in our

business ever expected this item to continually be on back order again and

again.

On that day I came up with a solution, one that was completely

beyond our normal policies to do, to appease the wait that time that our

customer was already experiencing. We delivered a loaner piece of product to

the customer three days later as she has also depicted here.

Our inventory system continually showed us that this sofa

was available to schedule on the dates we agreed upon with [redacted]. We are just

as disappointed as the customer is that we do not have this sofa and the

massive amounts of sofa’s sitting on a container in port have yet to arrive to

our distribution center. I can completely understand her frustration having to

wait on the sofa to come in and at this point we literally have done everything

in our power (including taking a loss on a totally separate piece of furniture

so she would have seating) to try and combat the back ordered merchandise issue

that remains beyond our control.

Should [redacted] not be able to use the loaner loveseat and

wait for the sofa to arrive we do understand this and will certainly remove the

product she has (two loveseats) from her home and refund her purchase price in

full. The removal of product can happen as early as 12.13.2014 (Saturday)

should she like because our records indicate that a pickup order remains active

on her account for 12.13.2014.

Our Customer Care Office has already approved offering

[redacted] monetary compensation once her concern has been fully rectified and

again this is an extreme effort on our part as any further form of apology from

us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.

We have been and continue to work above and beyond to address this scenario.

We do recognize the level of aggression that [redacted] has been

communicating to us and we have continually tried to meet her demands to the

best of our abilities. We apologize that she remains so upset and empathize

with her frustration.

Please ask that [redacted] respond thru this Revdex.com channel that

she opened or contact us at our Customer Care Office via ###-###-#### to

advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should

she wants us to remove the 2nd loveseat she maintains on that same

day we will do so and begin the process for granting a monetary refund to her

original method of payment.

Kind

Regards,

Bobs

Discount Furniture[redacted]

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. Actually, I would like it noted that [redacted] was extremely helpful the day I spoke with her. She was one of the only consultants who understood my frustration and I actually do appreciate all that she tried to do for me that day. The only problem is that when I called back to say that I would like to speak with her again, I was told that no one by that name worked there. I am very grateful for what she was able to arrange but her fellow consultants were not so kind or helpful. I will stick with the loaner love seat until the delivery can be made but it is a frustrating situation all around.

Sincerely,

Review: I bough a black leather couch and love-seat from bobs discount furniture. I purchased the 5 year warranty on the product and now I notice the 100% "leather" couch and love-seat have started to turn red in the corners and on the back. This is a bright candy apple red and has clearly been painted over with black paint. I had the Bobs service tech. over here today and he said he had never seen anything like this in the 10+ years on the job. I called bobs and they offered me a credit of 70% of the value of the couch. I asked why would I spend more money at your establishment when you sell me a couch that turns red after a few years of use. I was told and the paperwork states I bough a black 100% leather couch and love-seat, not a black and red painted fake leather couch and love-seat.Desired Settlement: I am asking for bobs to replace my couch, it is in excellent condition other than the bright red spots in it

Business

Response:

Good Afternoon[redacted],

I am so sorry to learn of the disappointment you are experiencing with the

living room set you purchased from us. We stand behind the quality of our

products and the integrity of our business, we consider our customer’s

continued satisfaction to be the reason we continue to grow at such a rapidly

positive rate.

Upon further review of your case an executive decision has been made to provide

you with a store credit based on the price you paid for this living room

furniture. The five year protection plan you purchased thru us covers the cost

of replacing your merchandise one time, therefore should you choose to accept

this offer of replacement please consider the terms of your original protection

plan completely fulfilled.

I have created the store credit within your customer record and this credit is

active for your use as of today (1.26.2015) thru the next two months

(3.26.2015).

Please visit one of our showrooms to select a new set of

furnishings that will better meet your expectations of quality, when we deliver

the newly selected merchandise to you we will expect to remove the current

merchandise you have in your possession on that same date.

For your records the internal credit number your funds can be

accessed under is [redacted] and the total credit available to you is $ 1,048.95.

I apologize again for the time you have had to spend seeking resolution to this

concern and thank you for providing us with an opportunity to make it right.

Kindest Regards,

Bobs Discount Furniture

Consumer

Response:

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

Sincerely,

Review: I purchased a section from Bobs around March 7th. I placed an order over the phone after speaking with a sales rep that day in the store. Since the store is about 30 minutes from my home they told me I could place it over the phone with a credit card deposit ($510.26 on my [redacted]) and could come back next week to finalize. I wanted to take advantage of the 0% financing so they told me when I come in they will refund me credit card deposit and then open a financing account for me. Okay, no problem. I return to the store Monday March 9th signing for a charge of $2,551.31 thru [redacted] and a credit of $510.26 to my [redacted]. They tell me the credit will take the typicall week or so to process which is fine.

So a month goes by, I finally get my delivery (I had scheduled it out a few weeks) and now that my [redacted] has been billed I'm looking for the credit on my [redacted] (I figured with the charge not being sent to [redacted] maybe the credit didnt trigger or something). So on April 13th after not seeing anything I am told they reprocessed the credit and I'll have it in 3-5 days, meanwhile on the 13th I see the $510.26 show up on [redacted] which was previously only charged $2041.05 (which is not what I signed for). April 20th I call the store instead of customer care and get someone with an attitude that says, "I processed your credit it will be there, it was sent April 13th & 3:45 I can give you the transaction number, I'm not sure why [redacted] doesn't have it yet, call them." I had already checked with [redacted] prior to calling Bob's just to be certain.

I call customer care back again on the 22nd and after about 30 minutes I'm told to call the store which I do and I get the same lady with the same attitude. Thankfully the guy from Customer Care was actually polite and helpful and called me back. He said they found a processing error (which contradicts everything the rude lady at the store has told me) and says he is having someone push it thru and I'll have it tomorrow. So I have been busy the past couple days so I finally call Bobs back this morning (7 weeks since signed for refund, and 2 weeks since told 3-5 days) and they have no answers and I am told I'll get a call back. I will not be holding my breath. I now have statements due for [redacted] & [redacted] due with an extra $510.26 thrown into pay. At this point I trust nothing Bobs says and consider everyone at that company as a bunch of liers. It has been 7 weeks since I signed for a credit card transaction, there has to be some law that they are breaking where they have no processed a transaction agreed upon by both parties.

Proof: I have all signed receipts.

Side Note: 2 years ago my wife purchased furniture for her apartment at the time, it broke the day of delivery (while only getting half of the order which we purposely scheduled out 2 weeks to get the full delivery) and it took 2.5 months to get her $2000 back from Bobs and they only refunded it after the Revdex.com and her bank contacted them.Desired Settlement: I would like Bobs to finally refund me my $510.26 and extend me some store credit to spend to buy some lamps or an end table. I think 10% of the purchase price ($250 roughly) for my aggravation will suffice. Or they can always refund me additional credits towards my purchase so that way I do not have to step foot in that store again.

Business

Response:

Good Morning Mr. [redacted],I have researched your account, all supporting documentation and been in constant communication with the supervisor of our Corporate Accounting department. I have been assured that the refund in the amount of $510.26 was processed and released to your [redacted] card on April 29, 2015; it can take up to one full billing cycle for the credit to post to your account however, it expect that it will be much sooner. I have yet to receive an explanation for the delay and/or handling of your credit however, I have extend my sincerest apologies to you for the inconvenience and service you have received along the way.Our records indicate that we issued a $50 gift card on April 24, 2015, as a token of our appreciation for patience and business. In the event you do not receive the refund by your June billing statement, please contact our customer care center.Thanks[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is exactly what I expected. I expected Bob's to do exactly nothing in compensating me for having $510 tied up for over 2 months. I had to give my credit card number again and got another receipt for the new transaction for the refund. I would like to know what happened to the original transaction on March 9th and why it took them 2 months to figure it out. It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account. I had 2 credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less. I understand there could be accounting complications but I was continuously told a different story every time. I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it. Then customer care says there is an accounting error and they fixed it. Then they can't fix it and need my credit card again. Flat out disgusting that a business has that sort of ethics and lack of concern for their customers. $50 is a joke and isn't even enough to purchase something in their store.

Review: Purchased Bunk Bed in February of 2014. Also Purchased Goof Proof Insurance which they advised will cover furniture in the event of scratches / damage for up to 5 years. Wife was cleaning under the bed and noticed that the rail was broken. Called and had service tech come out who put us through to the warranty area. We are told that the broken rail is not covered because we don't know when and how the accident that caused the damage occurred. I told them it definitely wasn't done intentionally and therefore it had to be an accident however that was not good enough. Apparently, if you don't know the time and nature of the specific incident that caused the damage, they do not and will not repair/replace the damaged merchandise. When asked what constitutes a coverable event, the example I was given was "if one were to trip and fall onto the furniture causing damage, that would be covered". When I asked for another example, all I got was silence followed by "I can't think of another example". Seems to me that they should have to disclose the fact that there is only one type of accident to which this coverage applies.Desired Settlement: I would like the company to stand by their product and the warranty that they push as being wonderful at the time of sale. Bob's customer service passes the onus onto Guardian which is the warranty company "that's their policy" however Bob's Sales Force push the policy and take payment for it as well. No one at Bob's seemed to care that the company that they've partnered with is not servicing their customers.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the aggravation our customer experienced

with their product and the filing of their warranty claim. We stand behind the

value of all the products we sell, including our comprehensive protection plan

and assure the customer that our partner Guardian continually provides our customers

with a high level of claim approvals. While all customers are expected to

follow the terms and conditions of their accidental coverage when speaking with

Guardian, the Guardian company makes up a very small portion of the protection

plan we currently sell. Bobs Discount Furniture takes ownership for manufacturing

defects (as deemed by a factory trained technician) in any product covered by

Goof Proof Plus for five long years. We handle this coverage on a direct basis

and will address our retail location to ensure there is no further confusion for

our valued customers.

As of 7.07.2015 this account reflects an interaction with one of

our Customer Care Liaisons and the customer’s requests have been met. At this

time we consider this complaint closed and apologize to the customer once again

for any and all inconveniences caused.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: I purchased a living room set about 4 years ago. it came with the sofa, love seat, and recliner and with coffee table , lamps, and two end tables. My sofas, love seat and recliner is supposedly leather which they told me at bobs furniture store in [redacted] it was . The salesman also pushed me to buy the [redacted] insurance for my purchase. So recently my "leather" sofas and love seat has been peeling whatever cheap material it's made from. The material is cracking and falling apart in pieces. I called [redacted] and they said they don't cover that because it wasn't an accident. [redacted] insurance actually doesn't cover nothing so I don't understand why pay for this insurance. We called headquarters to explain to them what was going on and they proceeded on telling us that the sofas are not genuine leather which was not what the salesperson told us at the store and she also told us that they can't do nothing about the problem because are warranty is up. I am very disappointed and frustrated because they sold me and my family a product that fell apart in only four years. I have a sofa set in my basement that is about 10 years old and they do not look like the ones I bought in Bobs furniture store. I have been a customer at Bob's for many years and this is the first time that I have had a problem with them. They lied to me and pushed the insurance that doesn't cover anything and now they don't want to help me out.Desired Settlement: I would like a replacement love seat and sofa. It is embarrassing to have people come over to my house and my sofas peeling the material as they sit on them. I feel that I shouldn't have to buy new sofa set being that mine are only four years old.

Business

Response:

Good Morning Revdex.com,

While we apologize that our customer is disappointed in the normal

wear pattern of the ‘Bonded Leather’ set purchased we do not lie to our

customers and continually work to maintain transparency within every customer

interaction we have company wide.

I have included a copy of the sales line up sheet that has been

displayed in all of our locations in front of this set for the many years that

we have carried this set. This line up sheet fully discloses the material

makeup of the product as do all of our living room line up sheets.

We also apologize that the customer is experiencing any

disappointment while trying to use the protection plan they purchased from us. ‘[redacted]’ – just as its name depicts is a comprehensive accidental coverage plan

and managed thru a wonderful company called [redacted] is

known as their parent company) is a third party company and we have, for many

years, experienced a vast amount of approved claims through this third party

company. Our customer’s are usually very happy with the outcome of their

reported claim and based on the price they paid for the coverage our sales

associates and sales managers would have no reason not to boast about the

extreme value the protection plan carries.

Bonded Leather offers the look of

luxury at a much more affordable price point and as its name depicts, bonded

leather is real leather that is adhered (or bonded) to a fabric backing with a

strong adhesive. Over time and with any amount of usage the heat from our

bodies and friction from use causes expansion of the molecules that join the

bonded leather to the fabric backing. Bonded Leather is manufactured the

same way industry wide and peeling over time is not isolated to the bonded

leather products we sell at Bobs Discount Furniture. If the consumer continues

to purchase/maintain bonded leather furniture in their home regretfully peeling

can occur based on the nature of this material’s manufacturing process.

The Bobs warranty on this

merchandise expired nearly three years ago and as this concern does not stem

from a factory defect in the product’s workmanship and is viewed as normal wear

and tear industry wide, this is normally a situation where no recourse can be

offered in fairness to all customers alike.

We will make an extreme one time

courtesy offer to this individual in an effort to resolve this concern:

[redacted],

If you would like to reselect to a different

set, made of a different material that may fit your furniture needs better we

can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat,

and Recliner from your ‘[redacted]’ set. In the interest of fairness we would ask

that if you want the new furniture you select to be delivered you cover the

cost of that service as delivering the merchandise has always been a charge we

maintain separate from the cost of our merchandise. As this option is being

offered to you from Bobs directly it does not include any association to the ‘[redacted]’ plan you purchased. We can offer to remove the current Sofa, Loveseat,

and Recliner you currently maintain on the same date we deliver the newly

selected merchandise and cover the cost of disposal for you.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

Stephanie A. G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: On Feb. 2012, I purchased a rocker recliner, with bonded leather, from Bob's Discount Furniture. I also purchased the 5 year warranty (called Good Proof). This year, 2015, the leather started flaking off of the chair. This issue appears to be a material defect. I searched the web and it appears to be a common problem as many people have posted similar experiences. Since I have the 5 year warranty and it hasn't expired, I figured this issue would be taken care of/addressed. So, I called both Bob's Customer Care/Warranty twice and was informed they will not assist and that the warranty doesn't cover this, which doesn't make sense. Their website lists the plan covers material defects. [redacted]Desired Settlement: Rocker recliner's bonded leather is fixed or refund for both chair and goof proof warranty.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for any disappointment the customer

is experiencing with their recliner.

I feel it’s important to point out that the supplied link to our

Goof Proof Plus page does not convey the protection plan currently active on

this merchandise. A copy of the original sales invoice and the trifold provided

at the time of sale would out line that the customer’s chair has ‘Goof Proof’,

not ‘Goof Proof Plus’. There is a large difference in these plans, specifically

related to this customer – this merchandise is not under any warranty with our

business directly.

As the Revdex.com is aware, the type of damage this claimant is reporting

is a normal wear and tear concern for products made of Bonded Leather. If there

are other postings available thru media it is due to the fact that Bonded

Leather products wear the same way industry wide when the product has

experienced normal use for over three years.

Bonded Leather offers the look of luxury at a much more affordable

price point and as its name depicts, bonded leather is real leather that is

adhered (or bonded) to a fabric backing with a strong adhesive. Over time and

with any amount of usage the heat from our bodies and friction from use causes

expansion of the molecules that join the bonded leather to the fabric backing.

Bonded Leather is manufactured the same way industry wide and peeling over time

is not isolated to the bonded leather products we sell at Bobs Discount

Furniture. If the consumer continues to purchase/maintain bonded leather

furniture in their home regretfully peeling can occur based on the nature of

this material’s manufacturing process. The direct one year Bobs warranty

on this merchandise expired over three years ago and as this concern does not

stem from a factory defect in the product’s workmanship and is viewed as normal

wear and tear industry wide, we are able to make a store credit offer to our

customer from a place of extreme courtesy and care. As with most protection plans the Goof Proof

Plan purchased does not cover normal wear and tear this courtesy option is not

in relation to the plan purchased as it is being offered to the consumer by

Bobs directly.

If the customer would like to reselect to a different furniture item, made of a

different material that may fit their furniture needs better, we can offer to provide

a store credit to the customer for 70% of the original cost paid for the

‘Fairhaven Rocker Recliner’. In the interest of fairness we would ask that if

the customer wants the new furniture selected to be delivered they cover the

cost of that service as delivering the merchandise has always been a charge we

maintain separate from the cost of our merchandise. As an additional courtesy-we

can offer to remove the current recliner maintained in the home on the same

date we deliver the newly selected merchandise and cover the cost of disposal

for the customer should they wish.

Review: Purchased a product with cash. Item was scheduled for delivery on 2/4/16. Home all day. Call came in from driver stating that they were 30 to 40 minutes away. Waited another two hours and contacted Bob's. Bob's stated that driver came to address and knocked on door and no one answered. According to Bob's the driver logged this in at 1:58 pm. My phone shows the call from the driver being made at 1:38 pm. I was home all day. Contacted supervisor who schedules deliveries at 4:30 on 2/4/16. Bob's wanted to reschedule for 2/5/16 but told no one would be home and it would need to be delivered on 2/6/16. Was told that I would receive a call about the 4 hour window of delivery for 2/6/16 on 2/5/16. The scheduler contacted me on 2/4/16 and told me the delivery is scheduled for Tuesday 2/9/16. No one will be home. Unacceptable. Went to Bob's and cancelled order. Since I paid cash, the policy of Bob's is if the order is cancelled, a check will be sent out within 16 business days. I cancelled the order because they couldn't deliver the order. Now I have to wait up to 16 days to get my cash back. If I were cancelling the order because of my own accord, then I would have to follow the policy. I did not pay to have my merchandise undelivered because of no fault of my own. A refund in 1 to 2 business days would be acceptable. I want a timely refund.Desired Settlement: Immediate refund.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the disappointment our customer has

experienced with this purchase.

The policy listed on our receipt is

intended to be a guideline for all customers alike as we operate within various

states and any check for returning funds is mailed from our headquarters in

Manchester, CT.

Prior to receiving this Revdex.com claim

–our Accounting team has already started the process to cut this specific

customer’s check and has just confirmed to me that the check will be mailed out

this coming Monday (2.8.2016). As the customer is also located in CT I don’t

expect there to be much of a delay in the mail to receive timeline for our

customer.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Gregory H[redacted]

Review: My problem is not only sales issues, but also delivery issues. I was over charged a delivery fee by this company at their [redacted] location. Also, it took them forever to delivery my furniture,which to date I yet to receive, it's paid in full. When I tried contacting their Coporate Office for assistance, my calls were tossed around to different people. I specifically asked to speak with the department head and they refused to forward my calls. I even asked for an address to write a letter to corporate and they refused to give me that information. Please look into this company, I belieive they may be overcharging customers. Bob's Discount Furniture is not doing proper business practices.Desired Settlement: I would like to speak to the head of the company from Corporate.

Business

Response:

Dear Revdex.com,

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

caused this customer during their delivery experience with us.

There are absolutely some coaching and retraining opportunities in this

customer’s account. I do see that we

tried to follow up with her on 2/17 and 2/18 and she finally was able to speak

with her on 2/19/16.

At this time I believe her issues have been addressed

and we have offered the following compensation to her -2 gift cards for a total

of $75 and a refund of her delivery fee issued as a corporate check (158.99),

which was cut and mailed on 2/22/16.

Please let us know if this customer requires any

further assistance,

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a Product 8mths ago from Bob's furniture store and up until a month ago everything appeared to be fine. After a few nights of itching, I inspected my bed thoroughly and noticed bed bugs coming from within the bed frame.(Mostly the headboard) After the discovery, we immediately purchased mattress covers and repellent sprays to prevent further contamination. We also, informed our landlord of the discovery, in which an exterminator was sent to our residence. So now, I've reached out to Bob's Furniture Store to inform them of our discovery and asked would they replaced the headboard and box and they have declined to do so. There reason for refusal was that the bedbugs wouldn't have waited this long to surface and that it's coming from our apartment and we should inform our landlord of this problem again. Bob's stated that there products are package and wrapped securely and there's no way their at fault of this contamination. I explained to them prior to making the purchase we were living here for 2 weeks without furniture and was sleeping on the floor and didn't experience any itching or biting. I also had an exterminator come to spray as well. I have made all my payments and all i'm asking from them is to replace the headboard/foot board and box with a metal frame and new box and to consider the possibility that the bugs are coming from within the product in there warehouse or in the trucks on delivery regardless to how there are wrapped and packaged. Can an expert give insight to whether or not there's a time limit on bedbugs surfacing from there nest?

Product_Or_Service: bed only/queen mattres

Order_Number: XXXXXXX

Desired Settlement: I have made all my payments and all i'm asking from them is to replace the headboard/foot board and box with a metal frame and new box and to consider the possibility that the bugs are coming from within the product in there warehouse or in the trucks on delivery regardless to how there are wrapped and packaged. I also want the removal of the current bed to be taken out and disposed of.

Business

Response:

Business Response /* (1000, 5, 2013/04/05) */

Good Morning Ms. [redacted],

I spoke with you on 3/27/13 regarding your bed bug concerns. I apologize you are still dissatisfied with the explanation/response you received and I empathize with the pest issue you are experiencing however, our position remains the same.

Bed bugs can only survive off the blood of an human or animal therefore, with the furniture being vacuumed sealed by the manufacturer, survival inside of new furniture is not possible. Bed bugs often enter a residence by piggybacking onto shoes, clothing, luggage, etc; they have been found in movie theatres, college dormitories, laundromats and nursing homes, just to name a few.With the increasing bed bug epidemic, Bob's Discount Furniture has been proactive in performing regularly scheduled treatments from outside professional pest control agents, we are pleased to report that we have not found any evidence of bed bugs in of our locations or delivery trucks.

We appreciate your business however, we have no recourse to offer.

Review: I had recently purchased a bed for my daughter at bobs discount furniture, only to find out that the matress that I purchased for the trundle bed was to big. which was the mattress that wadiscounts recommended the trundle bed would not pull out or in because of the mattress. after 3 weeks of calling bobs to resolve the situation I was told once the furniture was in your home it is yours. the inital day of delivery I was on the phone with customer service 5 times. at last conversation last week april 19th I told them to take the bed out of my house I did not want it. I was told by the custoer service manager I could not get a refund for the bed they would not refund my money. so now I am stuck with a store credit I do not want they had told me I will get refunded for my mattress purchases but not the bed. I work in retail the goal is to make the customer happy, I am not. Bobs discount furniture needs to reassess their policy, I will never shop their again.

Product_Or_Service: brook youth bed with trundle

Account_Number: [redacted]

Desired Settlement: I want my 446.00 back by check, I do not want a store credit. bobs discount furniture policy is ridicioulous thier goal should be to satisify the customer.

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that your order was not completed to your satisfaction.

Upon researching your account I was pleased to learn that your request for a refund was granted on, 4/28/13; Refund check number XXXXXX in the amount of $901.01 was processed on 5/1/13, you should expect to receive the check within 7-10 business days.

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

Review: Our family purchased Sessional furniture in May of 2012, and we also purchased their additional 5 years warranty. We were assured, within 5 years, (warranty period) any damage to the sessional set, will be covered, not limited to replacement. A week or so after the purchase, we all began to complain about itching when we sat or lay on the furniture for a long time, also, we noticed there was a cut or tear on the sessional, so we called Bob and a technician was dispatched to our house.When they arrived, we showed them the tear/cut, and also mentioned itching, and the responds from the very nice tech was "it could be because it is new, you have 5yrs, so you can always call us" ... we agreed, and continued using the sessional, because we really liked it.Days, Weeks and Months went by, my son went away for away, I manage a call center in [redacted], so I traveled most of the time, and my wife is a director for a travel company, so she also travel a lot. In past 3 to 4 months, my son began to experience constant itch, and had allergies, and it was recommended, we change the soup for his laudry, and do away with things that may attract dust, so we removed our carpet, change the curtains to blinds, and still, he complained about itch. So finally, my wife and I remembered months back, when we first brought the furniture that he complained then, so we decided to wrap the furniture with plastic and store them away, and we purchase some wooden sets, guess what, our son has never complained about inching anymore.So we sent an email to Bob's, and contacted them on monday, July 22nd around 6:45am, and explained the situation to a representative.Per the representative, "Bob's is responsible for the allergies, moreover the 1 year warranty, had expired, so there is nothing we can do" said the rep ... I informed the representative this is unacceptable, because, and requested a manager. I just missed a manager's call, and I called back, and I have now spent over 15mins waiting for a manager.

Desired Settlement: All my family and I want, is have the sessional removed, and a refund issued, or a store credit, so we can purchase, something that does not attract too much dust ... and most importantly, dose not itch.

Business

Response:

Business Response /* (1000, 5, 2013/07/28) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise has failed to meet your comfort expectations.

Bob's Discount Furniture guarantees that all of our merchandise is free of manufacturer defects for a period of at least, one year, unfortunately Bob's nor Goof proof provides recourse against comfort related issues, especially 1 year after delivery. Goof proof provides coverage against most common, in home accidental damage for a period of 5 years and the manufacturer warranty upheld by Bob's provides coverage against defects for a period of 1 year beginning from the date of delivery.

I understand that you have spoken with multiple representatives since July 12, 2013, expressing your concern with the comfort of the fabric, however, we have no recourse to offer.

Bob's Discount Furniture appreciates your business.

Review: on 8/3/2013 I went to Bob's Discount to purchase a living room , after much discussion with the sales rep [redacted] I was under the impression that the purchase price I paid included a chair and 1/2 ...it wasnt until the date of the delivery on 8/8/2013 I was made aware of it wasnt included. after several conversations with Mr [redacted] (Store Manager) we could not come to an agreement on how this should be handled. As I tried to explain to Mr [redacted] more than once had I of known it was not included I would not have purchased addtional tables and lamps. The sales rep [redacted] called and told me it was a misunderstanding, which I dont know how you have a misunderstanding when you are asked more than once about a product and when given package price you ask again if that includes chair. The sales rep was all over place to start with he would leave then come back he didnt even complete the sale process had the "Mayor" do so. Now on 8/15 they are to come and get what was delivered to my home , I then have to wait up to 16 days to get my money back. I didnt have 16 days to pay them why shouldI have to wait for my money. I cannot even go buy new furniture until after I receive my money from Bob's , in the meantime me and my children are put out we have no furniture, I gave all my furniture away the night before the delivery.I offered to pay $150.00 chair if they would credit back the deliverty charge and addtional 100.00 Mr [redacted] would not accept said one or the other. I didnt do anything wrong

Product_Or_Service: Furniture

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Bob's Discount Furniture should of accepted my offer of $150.00 or issue my refund asap why should me and my family be without furniture because of there sales rep negligence , being a good sales rep is about listening to your customers wants and needs. As it stands me and my family will have to go approx 30 days without furniture because there sales rep didnt do his job

Business

Response:

In regard to the refund, check# [redacted] in the amount of $389.02 was mailed on 8/12/13 and endorsed by you on, 8/19/13. Check# [redacted] in the amount of $212.31 was mailed on 9/4/13 and I expect that you will receieve within 7-10 days. The remaining $600.00 has been credited to your [redacted].

The refund policy is printed on your sales invoice.

Business

Response:

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize if the package price and contents were mis represented.

There are only 2 packages available, sofa and loveseat combination or sofa, loveseat, tables and lamps which you selected. We offer the option to substitute one item for another and pay up or down on the price. There is a visual display of the package options as well as the individual price of each item on the table in front of the sofa in our showroom.

I understand that you have decided to cancel the order however, we would appreciate the opportunity to reinstate your purchase and include the chair& 1/2, minus a $150.00 credit and waive the delivery fee. I have spoken with the store manager, [redacted] and he too, extends his apologies and is committed to resolving this issue and regaining your business.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

You picked the coach and tables up from my home on August 15th I tried numerous times to get this resolved with Mr. [redacted] from the [redacted] store.

I offered on August 9th to keep the furniture if he would issue me a credit of $200.00 and I would pay difference of the chair, he refused he would only offer $100.00 credit

I have been without furniture in my home due to your company's negligence. I had all the furniture in my home removed on August 7th sofa, loveseat, tables, and sofa table for this delivery to take place on August 8th.

Had your sales associates been doing his job correctly instead of being running off every 5 minutes to get another customer maybe this would not have happened. I would of never given my tables and sofa table away had I of know the chair wasn't included in the price I was given (which we discussed this chair more than once (size color delivery etc)

A month later you now offer a credit of $250.00 after I have called your store and corporate office numerous times

This is not about a package price etc. I told the sales rep we wanted the chair and half and more than once when given the price if that included the chair and when we discussed delivery I was told the loveseat was on back order I again asked when the furniture (tables and coach) was delivered on the 8th would the chair be delivered and again I was told yes. On August the 8th I talked with Mr. [redacted] (manager at [redacted]) at least 10 times these conversations went on till Friday.

I even called your corp. office number on August 8th to be told by one the young ladies in the office who was rude I asked to speak with her supervisor for another young lady to get on the phone to basically tell me she would call me back and never did.

August 15th you picked from home the furniture you had delivered I have called once a week to be told one lie after anther regarding my refund. Every week I have been told it was processed and a credit was going back to my credit card for 600.00 and difference would be mailed in check form.

I just received the credit to my credit card on September 4 and still have not received the check

My family has been put out by Bob's Discount in more ways than one we are still without furniture because I cannot go and purchase new furniture until I get all my money back.

And the icing on the cake who ever responded to Revdex.com doesn't even know that the furniture that was delivered has been returned on 8/15/2013.

POOR CUSTOMER SERVICE I JUST WANT MY MONEY BACK

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

I have received check number [redacted], you deducted the delivery charges. How unfair is this, it was the stores fault or should I say your sales rep.

A month later me and my family are still without furniture and you deduct the delivery charges from my refund

Numerous phone calls on my part to get resolved and my time, my family has been put out. I my last conversation with your corporate office which was on 8/30 I talked with [redacted] I was told a check had been mailed for $312.30.

The check arrives it is for $212.30 and it is dated September 4, 2013 anther lie

Unbelievable , you need to refund me the rest of money

Business

Response:

Good Morning,

The delivery fee was included with the original refund paperwork however, the refund was not processed correctly. You should expect to recieve a check in the amount of $99.99 within 10-14 business days.

Review: Me and my wife just moved to a new home in July and we needed new furniture for kids and a couch we don't have much money so we shopped around and bobs was the best price, we bought a couch,love seat and 3 bedroom sets. when the furniture came the mirror was broken the head board leg was 10 inches to long on one side dresser was missing, then after a week my wife went to clean under the couch and saw that there was big cuts not scratches in my laminate wood floor because half of the couch had no feet on it witch they call gliders now the men delivering must have known because they put them together, they should have just tool me I had to wait for everything else anyway.so I called bobs they said we will ship them out asap a month goes by I call again and they say sorry back ordered they will ship out asap 2 months go by I call again they say sorry they will look into it and call me back also my damage is still there and we will see what happens.Desired Settlement: I would like the couch fixed and my floor fixed some money off my bill because I cant use my couch for 3 months.

Business

Response:

Good Afternoon Mr. [redacted],

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

Our records indicate that we have ordered the floor glides and I expect that they will be shipped to you within 7-10 business days. A property claim regarding the damage to your floor was entered in July and at that time you were going to submit estimates for the cost of repair or replacement however, on 9/26 you requested that we locate a contractor for you. We have contacted several contractors in your area and you should expect a call within 5-7 business days.

In regard to the dresser, mirror and headboard, our records indicate that those issues were resolved in July.

I apologize for the inconveience; we are unable to discount your bill however, we will resolve your merchandise and property concerns.

Review: We bought a leather (was advertised with a tag that it was leather and was not bonded leather) sectional from "The Pit" and paid an extra $149.99 for the "Bob's 5 year [redacted] Protection Plan". After 20 months I noticed a small discoloration and started to wipe it with a damp (water) paper towel. The discoloration size increased.There are only 2 adults living here so we know the furniture hasn't been abused. The [redacted] Protection Plan advertises in big letters that it covers accidental stains from human and pet bodily fluids. Our best guess for how it occurred was from sweat so we thought this is covered.I called the number to request service and they refused and said that since we weren't sure what caused it then the problem isn't covered. When I said it was a bodily fluid they said it must be accidental (and gave urine as an example). They also said sweat and drool aren't accidental. However, we didn't purposely stain our couch on purpose.I offered to bring the couch to a location to show them the problem (I also offered this to Bob's customer service associate on a separate call) and they didn't take me up on this offer.I feel that the [redacted] Protection Plan is misleading in that the limitations they impose are not adequately and truthfully disclosed to the purchaser of the furniture and [redacted] Protection Plan.Desired Settlement: I request that Bob's Furniture repair the sectional and modify their advertising for their [redacted] Protection Plan to make it more line with the service that is provided, or not provided.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise and warranties have failed to meet your expectations.

As you now know, [redacted] is designed to provide recourse against most in home accidental damage; the incident you reported does not fall under "accidental damage", therefore your claim was denied. Merchandise sold from our Pit is sold as is and is excluded from coverage under the manufacturer warranty.

I have viewed the pictures you submitted to our customer care department, last month; In an effort to provide recourse, please identify which sectional item has the discoloration. As a courtesy we will allow you to return the (1) item for the amount you paid and in turn you may exchange it for a new one however, you will be responsible for the difference in price as well as pay a new delivery fee.

The sectional is advertised as bonded leather and with nornal use, especially after 2 years, cracking and peeling can occur. It is not clear whether the discoloration is a result of sweat (as you describe), improper cleaning, or cracking and peeling.

Bob's Discount Furniture appreciates your business and hope that you find our offer for recourse, fair.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I appreciate your

efforts to provide recourse, however, I do not know the cost I will incur

if I accept the terms of your proposed resolution. Please provide the

amount I will have to pay if I accept. I am willing to both, bring the

item I have for inspection, and willing to pick up the item with my

van.

I

did visit a Bob's store (in Rockville) and, with the

assistance of a salesperson, attempted to, but could not tell what the price

difference (between the item I purchased and a new item) will be.

I

believe the article description on the receipt is the [redacted] (when standing in front of, and looking at the furniture

it is the left-most piece). The salesperson thought this was the case,

but I would appreciate it if someone could verify this. We could not find

and correlation to furniture we were looking at in the store. The closest

I could find was this information: I believe it is a [redacted] model,

[redacted]. My guess is that another model number is [redacted]

and the color is brown. A last piece of information I could find was that it

may be made of [redacted].

If

there is any other information I can provide, I'll attempt to get this

information to you promptly. If you provide the name of a contact at the

store I can work with, to decipher this information I am willing to meet with

and ascertain the information needed to make an informed decision.

Sincerely,

Business

Response:

Thank you for providing the article description however, that item has been discontinued therefore, replacment nor parts is an option.

I apologize for the inconvenience however, given the discontinuation of the item, and the purchase terms " sold as is"; We have no further recourse to offer.

Review: My wife and I purchased a sleep sofa back in June 2010 along with Goof Proof if anything happened to the sleeper or any other piece of furniture. We noticed 2 cuts in 2 different locations on our sleep sofa, Bobs Furniture sent a representative out and reported it was an accidental damaged cushion which I was told to report it to Goof Proof and explain exactly what happened and we were to have the sleeper sofa replaced. Goof Proof failed and refused our claim and told us we are not getting a new sleeper sofa as what was told by a Bobs Furniture Representative. I even sent a e-mail along with pictures and do not even get a phone call. We are very disappointed in Bob's Furniture and for sure in the insurance of Goof Proof we had purchased.Desired Settlement: My wife and I do want this sofa sleeper replaced as promised by Bob's Furniture. We feel like we are being taken advantaged of by a big corporation.Your help is greatly appreciated

Business

Response:

Good Evening Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise has failed to meet your quality expectations.

The manufactuerer warranty, which is upheld by Bob's Discount Furniture is effective for a period of one year begining from the date of delivery. The goof proof plan is effective for a period of five years and provides coverage against most in home accidental damage, when properly reported. Our records indicate that you contacted our Customer Care department three years after delivery, expressing concerns with the leather; when our technican arrived he noticed small rips all over the sleeper but deemed the damage to be reflective of normal wear and tear. The material composition of the sleeper is 100% bonded leather and with normal use, over a period of time, the item may begin to exhibit cracks and peeling. Although this type of damage is not considered a defect, please forward 2-3 pictures of the item so that I may view them with our Service Manager to determine if there are possible options for recourse.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The technician told his people on the phone that it was indeed accidental and not wear and tear, he also stated that to the claim processor while using my phone. I am providing 4 more total pictures

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

When filing a claim for "accidental" damage, you must specifiy the details of the accident or incident. As previously explained, cracking and peeling is common with bonded leather. As a courtesy, Bob's will allow the return of the sleeper frame only and deduct a 30% usage fee given the number of years you have had full use of the sleeper, as well as the type of damage being reported and factoring in the expiration of the one year warranty. If you should choose to accept this offer the available store credit will be $469.45.

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.

Just a small note, we will need another sleeper sofa and have one in mind. We already have a store credit of 200.00 + the 469.45 that will also be store credit in the total amount of 649.45. Once we go to the store and purchase another sleeper sofa of non leather we can exchange once delivery is complete.

What is so surprising we also have a love seat and a chair matching our sleeper sofa in question in great condition from Bobs

Sincerely,

Consumer

Response:

Review: [redacted]

From: [redacted]

Sent: Thursday, December 26, 2013 1:03 PM

To: [redacted]

Subject: Bobs Discount Furniture

Hello,

I had filed a claim against Bobs Discount Furniture back on December 18, 2013 for my love seat that has damage to the cushion, was wondering if anything had been resolved.

Thank You

Business

Response:

Good Morning [redacted],

I apologize it has taken me several days to respond to you, this was my first time entering your account and wanted to ensure that I was completely educated prior to responding.

Your account is extremely detailed and I believe it requires further explanation then what has previously been communicated. Please read my entire response and feel free to reply to me through this channel should you have any questions or concerns. Our records reflect that on 12.06.2013 we processed a ‘reselection’ credit for your sleeper frame into our system and it has remained open since that date. I am very sorry if this wasn’t something you had been informed of however we normally do not process credits of this nature unless we receive contact from our customer to do so. As your final communication through this channel ceased on 11.25.2013 I am assuming that a member of your account contacted us and requested that we create the credit on 12.06.2013.

You currently have two credits available and open to you on your account; one of these credits has an expiration date and must be used before 3.10.2014. Upon going to a Bobs Discount Furniture Store to use these credits you will meet a more convenient transaction if you give your salesperson the order numbers and dollar amounts I have listed below.

Credit #1: Order Number: [redacted] - $212.93 (No expiration date)

Credit #2: Order Number: [redacted] -$577.20 (Expires on 3.10.2014)

Credit #1 is the previous credit you have had with us for several years. Credit #2 reflects the ‘reselection’ we are granting you on the sleeper frame as a courtesy due to the Goof Proof company denying your claim of accidental damage. This credit and option for resolution will be voided on 3.10.2014 if it is not used towards a new sale prior to that date. We will expect to remove the old sleeper from your home when we deliver the new sleeper. Should you choose to have your new sleeper delivered please expect to incur a new delivery fee as you are scheduling a brand new sales order and our delivery service is offered as a separate fee that is never worked into the pricing of our merchandise. If you desire, you may use a portion of your store credits to cover the delivery fee that may be imposed. The credit you originally agreed on for the sleeper frame was $469.45. We have added a $69.99 additional credit to this that represents the monies you paid for Goof Proof on the sleeper frame only. We have credited you these monies because by reselecting on this sleeper the Goof Proof company no longer considers your sleeper under its initial five year contract. Should you wish to purchase our now upgraded Goof Proof Plus on your new items you may use this additional credit towards that as well. Lastly adding in your tax credit of $37.76 brings you to the total credit of $577.20.

In regards to your ‘loveseat’, that you have mentioned in your most recent communication, I have no record of a claim filed with Bobs Discount Furniture for damage to a cushion. Did you file an accidental damage claim with the Goof Proof company and not Bobs? If you still need assistance with damage to your loveseat please contact our Bobs Customer Care Department at ###-###-#### (Mon-Sat 6:30am -8:00pm). After speaking with you regarding the nature of your concern with the loveseat we can determine what help we may be able to offer.

[redacted] I hope that my communication reads clear and concise to you. I also hope you find satisfaction with your new sleeper and please know that Bobs Discount Furniture truly values your business.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

[redacted],

I have spoken to Customer Care as well as Goof Proof and all I got from them was a rejection, they refused to send anyone out for an inspection like they did the last time. I thought Bobs Discount had changed goof proof ([redacted]) to another carrier to handle all claims. I wish I had written names down of the people I had spoken to, would have helped much better.

I o not know if the associate was new or has specific orders to deny claims

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good Afternoon [redacted],

It saddens me to hear about the alleged lack

of care you have received while contacting our Customer Care Department. As

nearly all communication in and out of our Customer Care Department is logged

and recorded I will most certainly be pursuing any opportunities we have for

coaching our agents to provide the most professional and courtesy service. I assure you that we do not want any of our

valuable customers to feel that they have been rejected.

I have spent several days communicating with

[redacted] regarding their records of your claims to ensure I am fully educated

on your account and offering you the best care possible. The main reason the

claim you made for accidental damages on your loveseat was denied is due to not

reporting it within the protection plan’s guidelines. [redacted] asks that all

customer’s report their accidental occurrence within thirty (30) days of it

happening. I apologize that you haven’t found satisfaction with the accidental

coverage [redacted] provides and I wish there was more that Bobs Discount

Furniture could do for you in reference to your loveseat. In most cases we can

at least offer to help our customer purchase parts to fix their concerns, I

contacted the manufacturer of your loveseat and regretfully they don’t offer

extra parts on the set you have. Should you want to make another [redacted] claim

I would suggest contacting our Customer Care Department first because we continually

coach and train our agents on the terms and conditions of this protection plan

and we can offer you education on how to properly file your claim. I do hope

that you find more products that you are happy with while using your pending

credit.

Thank you for your time [redacted],

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I recently bought 2 sets sets of furniture from Bob's discount furniture, the salesman was trying to sell me the goof proof coverage for $250, when I told him I wasn't interested he asked me if I had pets, I told him we recently got a new puppy, the salesman then went on to tell me that if the puppy rips, tears, scratches or causes any damage to the furniture it would be fixed, cleaned or replaced. So on that information from the salesman I decided to go with the coverage. well last week the puppy put a hole in the cushion, when I called the goof proof number to file a claim they denied it cause the damage was caused by the dog, when I explained that the salesman told me that any damage by pets were covered they told me that its not and that what I was told by the salesman is not true, they said only stains caused by pets is covered. I am truly upset that the management of this company would allow their employees to lie to the public just to make an extra sale.

Product_Or_Service: sofa/love seat

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I am Just asking that the 2 cushions be placed.

Business

Response:

Good Morning [redacted],

I am very sorry and frankly very embarrassed that our sales

professional led you to believe that all types of pet damages are covered

through your Goof Proof Plus Protection Plan. Bobs Discount Furniture operates

on core values such as integrity, honesty, and transparency. I assure you that

we will be addressing the training needs you have brought to our attention.

I will be more than happy to provide you with resolution to your concern;

I just need a few pieces of information from you in order to move forward appropriately.

Please feel free to respond to me through this channel or you may email me

directly at [redacted].

Is it the Sofa or the Loveseat that your puppy caused damages to?

Your seats are made up of two different parts, the fabric is

called a ‘casing’ and the inside of the seat itself is called a ‘core’. Will you need two (2) new seat casings and

two (2) new cores?

I cannot apologize to you enough [redacted] and I hope to hear from you

soon as I am eager to provide you with the care you deserve.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a queen bed and bob o pedic mattress/box spring I was told that the furniture would be delivered with a rug that was being delivered as part of another order on 4/5. The paperwork stated 4/4, but the sales person and the woman who cashed me out both stated they would call right then and there to do an add- on for Saturday 4/5. I specifically told her I would not be able to do a Friday delivery because I work all day on Fridays. Today 4/5 after clearing my bed and old mattress and giving them away I was told that only the rug was here for actual delivery as they had attempted to make a delivery yesterday (Friday). They also claim they called to notify me that they were outside, but when asked had called the wrong number which they now have fixed. They notified me that they had returned my furniture yesterday to the warehouse instead of delivering today 4/5/14 as agreed. I called the warehouse and spoke to [redacted] ext [redacted] who after arguing back and forth that I needed to have a bed here today due to a medical condition that makes it extremely painful to live let alone sleep on the floor. I have [redacted] and sleeping on a hard floor is unbearable. He stated there was nothing that he can do either refund my money which I wouldn't see for at least 5 business days or Could offer a delivery for 4 days from now. They also sold me 2 twin sets of bob o pedic mattresses and after I paid for them they informed me they will not be available until after this month. Nothing was offered to compensate me for my lost time, the fact that I will be sleeping on the floor for 4 days with [redacted] or the fact that they attempted delivery on the wrong day. I will be contacting the I team reports from the local news stations to conduct a private investigation as well. The delivery men one of which was [redacted] where amazingly understanding and polite.Desired Settlement: I would expect that at least my delivery fee will be waived and credited to my account.

Business

Response:

Good Afternoon Revdex.com,

I reached out to this customer by phone today, she was not

available to speak with me regarding her account as she was busy with other

commitments. I have emailed her my direct contact information and hope to hear

from her soon so I can resolve her concerns.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I stated I was working. I will attempt to contact her in am.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] by phone this afternoon (4.17.2014)

and she has accepted our option for compensation.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a queen frame and 9 inch mattress. When the product was delivered and assembled it was obvious that the two did not go together. The mattress was not thick enough, leaving a large gap between the top of the mattress and the bottom of the headboard. One would think the sales person would have pointed this out before I made the purchase. Bob's agreed to only give me credit for the mattress and said I could order another one but it would need to pay an additional $99 delivery charge. I went back to the store and purchased a new mattress, a task that took well over an hour. The new mattress was more expensive than the original so I paid the balance. They told me they would charge my credit card the $180 balance. During this transaction the person working on my order stopped what he was doing to have side conversations, get his Chinese food order and check his cell phone several times. When I got my bill, he had charged my credit card $440! I called the store on a Monday and was told by a manager that they would take the $440 off of my credit card and and charge my Bobs card the $180. She said this would take 2-3 days. Now one week later the $440 is still on my credit card and the manager I spoke with today said she sees they charged my Bob's card an additional $300 but isn't sure why. She first told me I had to call the store when my furniture came to get the refund then said they couldn't do refunds. And to make matters worse, I have already been charged for a mattress protector that never came but was told it was [redacted]'d a week ago. I'm at the point where I'm ready to tell them to come back to get all of the furniture and refund me my entire amount! No one has been helpful and every person has given me a different answer, none of which has been correct apparently.Desired Settlement: I would like a straight answer and my credit card refunded, with a discount for all of the hassle and frustration this business has caused. If this is not possible, I want all of the furniture I purchased removed from my house with a full refund.

Business

Response:

Good Morning Revdex.com,

I have reached out to this customer directly today

(4.30.2014) by email in order to assist her further in resolving her concerns. I

have also provided her my direct phone number in the case [redacted] prefers phone

communication.

See my email to our customer (below):

Good Morning [redacted],

My name is [redacted] and I work for Bobs Discount

Furniture as a Customer Care Corporate Liaison. I have recently received your

request for follow up from the Revdex.com and would like the opportunity

to assist you directly to resolve your concerns. I am very sorry for the run

around you have received and the unprofessional behavior that you witnessed in

our office while trying to get your initial concerns resolved. I am extremely

embarrassed about the impression you have of our business and I would like to

do anything I can to change that impression to a positive experience.

As of 4.24.2014, I believe the monetary aspects of your

account should have been satisfied and at this point I can discuss the options

for compensation that we have available to you. If this is not the case and you

are not aware of the monetary issues begin corrected please let me know and I

will speak with my Accounting Department to get the full details of what we did

to correct your balances and send them your way for conformation.

I am very sorry again that you have had to deal with so much

stress because of our mistakes, I agree with you 100% that you should have been

properly educated on what you were buying before you actually made the

purchase. We do not want to disappoint you further and I am eager to receive

your response so I can resolve your concerns.

If you prefer phone communication my direct number is listed

below –please feel welcome to contact me via email or phone.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a couch from this store it was delivered on Feb. 27 just over a month later the seat support broke. I called the service department and was informed that a service person would have to come out to see if the couch could be fixed. I was then told the next appointment would be ten days later Thursday or Friday. I said Thursday would be the best for me since it is my one day off. Monday there was an automated message left on my answering machine saying the tech would not be there till Friday. I called the service number again to say my appointment was for Thursday. The person I spoke to told me that I was mistaken, I was the told then the next available thursday would be another week. I told the representative that I knew I had made the appointment for that Thursday and not the Friday, several people in my home had overheard me say Thursday was good for me. I informed the representative that we all work, and that it would now be a month that we had no usable couch in my living room. I also said I believed the couch would not be able to be fixed and that I was sure I was going to have to wait for a replacement. So the couch I bought and paid in full I have not been able to use. I was informed the only thing I could do is to find a relative to come sit at my house. When I asked what time the service person would be there, I was told they would not know till the day before. I have to inconvience someone for an entire day because of there mistake.Desired Settlement: I would like the couch to be replaced, I believe it was damaged before it was delivered. I paid it in full and have not been able to use it.

Business

Response:

Good Morning [redacted],

I am very sorry for the

inconvenience that our error caused you, I am truly embarrassed by the lack of

care you received from us and I assure you that Bobs will make an effort to

make our failure right by you.

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

product for the price. Our primary focus is on making it right so that you are

satisfied with the product that you have purchased from us. We currently have an

even exchange scheduled for 4.22.2014 to resolve your concern.

While it is not normal procedure

to do so, I recognize that we have caused you a great deal of inconvenience.

For that reason, I will make a note that once we have made everything right, we

will review your account to determine if further action should to be taken.

Upon completion of your exchange,

the delivery driver is expected to call into our Customer Care Department to

allow us to speak directly with you and this time if you are still unsatisfied

we can discuss what action we can offer to further resolve your concerns.

I apologize to you again [redacted] for

our failure and the product failure causing you stress.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The first couch given to us was broken. They set up a date to come and see if the couch could be fixed then changed the date last minute and I had to rely on my elderly father to drive from over an hour away to sit and wait for the tech. Of course we were told that the sofa could not be fixed and we would need a replacement. Hoping to have it before I had to host Easter at my home I again asked my father to make the hour drive to my home and wait for a delivery person. The sofa was delivered and again was a defective piece of furniture. We had to set up another delivery date, this time the automated call said that they would deliver in the early morning. I took the morning off from work to wait, the estimated delivery time on the tracker said 7:50 am. At arond 9:00 my phone rang I was told a truck had broken down and my sofa would not be there till afternoon. I am self employed therefore I had to get to work and could not wait to open my business that late. I had to make another call to my father to make the hour drive over to my house and sit and wait again.

I feel Bob's should compensate us in some way for all the time we wasted waiting for delivery people and for all the gas my father used drivingback and forth to my house three times.

Sincerely,

Business

Response:

Good Morning Revdex.com,

While it is not normal procedure to do so we do recognize that we

have failed this customer and we can offer to provide this customer

compensation as a further form of apology for our failures. We are unable to

compensate for ‘time’ and can take responsibility for our product failure

(which we have already made right on 4.22.2014) and our trucking delays that

caused our customer so much inconvenience. We can offer to refund a partial

amount of this customer’s original delivery fee totaling $100.00 (plus taxes). This refund would be

processed to the original method of payment used which is reflected as a [redacted] Credit Card.

Please note that I have placed this financial transaction into our

system as this will be our final offer for compensation regarding our customer’s

concerns. This offer is coming from a place above and beyond our normal

policies in an extreme effort to satisfy our customer. Should our customer wish

to have these funds processed completely, please ask that they contact our

retail location at their earliest convenience.

I have left instructions below for our customer:

Review: I purchased a Brady entertainment center from Bobs in July 2013. In April of 2014, I called their customer service department to file a warranty claim since the stain was actually peeling off of the piece of furniture. I was asked to email the photos to them and they would contact me with a resolution. Once they received the photos, I spoke with [redacted] in their customer service dept who assured me that it was indeed a manufacturer warranty defect and that it would be replaced. However, upon looking into their stock, she determined that they no longer carried the console. She offered me a credit in the amount of $399.00, the amount of the console, to be used in a two months time, and free delivery. She also told me that I was not going to have to return the center since it was a manufacturer defect. I questioned her two times about that last fact since it seemed like an unlikely thing, but she assured me that I was going to be able to keep the center in my home. I documented the conversation on my original receipt. Last week I went in to the Manchester Ct store to use the credit to purchase a mattress for my son. I was told that I had to pay a delivery fee still. I questioned the sales person, [redacted], who brought it to her manager, and he told her that it should be in the computer, but if it wasn't, he would waive the delivery charge anyway. Today the drivers came to deliver the mattress and it started off bad right away: first they drove over my brand new lawn. Then they told me that they were going to be taking the console and delivering a mattress. I was taken aback since that was not what I was told. So I asked them if we could call customer service and confirm what was going on. When we spoke to customer service, she agreed with them and told me that I was never told that information, that I was wrong and that isn't how things work. I asked to speak with [redacted], and I was told she wasn't available but her notes did not reflect what I was saying. I had to give them the console. I was stuck.Desired Settlement: I would like some type of refund or credit issued since I was told that I would be able to keep the console. I did not make up the information. I have been a customer, a very good customer for years. Every room in my house is furnished by Bob's and I have literally spent thousands of dollars in there. I feel that for customer service to work properly, you need to keep your customers happy and I am not happy. All the way around I got the bum end of this deal and want a resolution.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to our customer for any

confusion that may have been present after her phone call with us. We feel

terrible that our customer felt they could keep a defective item and we have

reviewed the recorded call that took place on 3.31.2014 between our customer

and the customer care agent she has cited in her complaint ([redacted]) to ensure

that our customer was properly educated during this call.

We have listened to the complete call, and nowhere in this

call was our customer told she could keep the merchandise. She was even

given the “return” number and at one point in the call [redacted] told the customer

that we would pick up the old merchandise when we delivered the

new merchandise. There were various options for resolution offered within this

call so we do acknowledge some responsibility for the customer’s confusion and

have already processed a $50.00 Bobs Discount Furniture Gift Card as a form of

apology for a missed ‘call-ahead’ request during the delivery process and the

concern our customer has filed this complaint for. I would also like to

apologize for the incorrect information our customer was provided at the time

of her new sale. The record and comment section of this return order has always

reflected “new sale do not charge delivery fee” and I will certainly be

following up with our retail location in [redacted] so we may correct any

training failures we have for locating these type of comments as a sales

professional.

I apologize again that our customer was left with any

question as to how her upcoming delivery would flow and assure you that the

record does not reflect our customer being told she could keep the defective

console.

Kind

regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I contacted the company askin them for a copy of the recorded call and was told that they cannot release that to me. They informed me that it is strictly an internal use call only. I then asked for a transcript of the call of which I was told the same thing. While I don't totally reject their response, I do reject the fact that it is a he said she said argument since they cannot prove to me what was said or not said (per them) during this call. I am very distressed by the lack of customer service I received from them during this entire process and I have been the one to have to make the follow up calls even when they promised to follow up with me. I have been asking them all along where the console went so that I can purchase it back an I was given a dozen different stories as to where it ended up..

Sincerely,