Bob's Discount Furniture

Review: Sofa and love seat purchased 12/12 along with goof proof plus warranty. Salesman highly suggested getting warranty since I was getting two small dogs. He said the warranty covered everything for 5 years including pet damage. In 2 1/2 years, the sofa is falling apart. Back cushion severely sags, exposing the frame and metal pieces. It cannot be used in its current state. In addition, the leather is all "worn off" exposing a mesh/net like material underneath. My love seat has the same happening on the cushion although it is hardly used. Plus there was a rip/tear in the top cushion caused by my dog. When I called up to file a claim, I was told none of this was covered under the warranty I purchased because it's "normal wear and tear". The overall quality of the furniture is extremely poor. At the same time I also purchased a coffee and side table. Both of which I had to replace within two year's time due to extreme lack of quality.Desired Settlement: If the company is not willing to honor the goof proof guarantee (of either repairing or replacing), I would like to accept the monies paid for the addition warranty. Also filing a claim so the general public is aware of their poor business practices.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that the merchandise and extended goof proof protection have failed to meet your expectations.Our records confirm that the sofa set was delivered, December 2012 however, there is no record of you contacting our store or customer care center since receiving delivery and expressing concern with the merchandise. The one year manufacture warranty has since expired however, I ask that you send photos of the overall condition of the sofa as well as a couple photos which showcase the damage you are reporting; I will then share them with our Service Manager to see if "best effort" repair or replacement parts is possible. In regard to the goof proof protection, Guardian is designed to provide coverage against most common types of in home accidental damage, when properly reported. Guardian has very specific guidelines as it relates to claim filing, coverage and exclusions; damage resulting from the beak, teeth or claws of an animal is not covered. Bob's Discount Furniture does not have the ability to overturn a denied goof proof claim as Guardian is a separate entity. I apologize, if the plan was misrepresented at the point of sale.Your business is appreciated and upon receipt of the requested photographs we will revisit your claim and determine what options for recourse are available.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response. Please find attached a photo of the sofa. I did call Guardian around 11 am on Friday 4/24. The conversation lasted over 30 minutes and I was told nothing was covered under the Goof Proof warranty, that this is considered normal wear and tear. Hence why I filed a grievance through the Revdex.com. The love seat is hardly ever used. Unfortunately I could only attach one photo. However I do have many others to show the damage. On the love seat, the leather is worn away in the corner and on the seat cushion. The sofa is where we primarily sit. As you can see, the entire back is sagging and is ripping away from the frame exposing the metal underneath. I find it unacceptable to consider this normal wear and tear within 2 1/2 years after the purchase.

Sincerely,

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: Bob's Goof Proof plan, in contract, says they will cover any mess regardless of how large or small. The service requires an additional $100 fee. I tried to file a claim because my dog got sick and either peed or threw up on every piece of my sectional couch. I was told my claim was too large and they could not cover it. When I called Bob's customer service line, I was told that this was unacceptable and the contract states all messes regardless of size. The customer service line apologized for my inconvenience and promised someone would call within 48 hours to settle my dispute. No call came and I was forced to call Bob's customer service line again. This time the representative refused to put me in contact with a supervisor. She contacted the Goof Proof department and was told that there was no way a dog can mess an entire couch in one incident. I told her I had dated pictures of the wetness and can prove my dog messed every piece of the couch in one incident. I had to go to Home Depot to rent a cleaning machine, buy cleaning supplies and clean the couch myself. This is unacceptable based on the contract.Desired Settlement: I would like my $100 fee for Bob's Goof Proof refunded since they failed to follow the contract they supplied.

Business

Response:

Good Morning Revdex.com,

While we apologize to our customer for any disappointment they have experienced

while using their protection plan this dispute is in relation to a claim for

service through an entirely different business ([redacted] Protection Products).

In an effort to ensure our customer’s claim was handled fairly I was able to

obtain the denial reasoning and report provided to [redacted]. The report

discloses approx. 6 areas of staining that range anywhere from 5 -24 inches

each.

The claim was deemed ineligible for coverage as the [redacted] company as that

this is accumulated damage and could have been prevented. They are firm that by

their assessment the damaged areas do not match the scenario provided; which

was the customer stating that the pet threw up on the furniture. [redacted] has

the right to deny claims for coverage under their own guidelines and has

presented enough evidence to us to support the claim being denied. While we

truly wish we could, we are unable to force another business into overturning a

claim.

Furthermore I am confused as to where in the “contract” that the

customer continues to reference they have located information regarding any

mess - any size would be covered by [redacted]. I have attached the general terms

and conditions associated with the [redacted] coverage and I do not find any

section that depicts what the customer is attempting to dispute. I do however

find the following sections that fall in line with the [redacted] denial:

See under the ‘Exclusions to Coverage Section’:

General

soiling, which is defined as a gradual buildup of dirt, dust, body oils,

perspiration,

or any other accumulated stains, that cannot be attributed to a

single

occurrence.

And

Repeated

pet bodily fluid stains, which are considered preventable occurrences

Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan

purchased relates to concerns of manufacturing defects (this is outlined on

several pieces of documentation provided at the time of sale) and this damage

is clearly not related to a defect I

apologize that we have no further recourse to offer this concern directly at

this time.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:When I purchased the protection plan I was verbally told that this would cover anything. I specifically asked about pet messes and was told that it would cover any pet mess excluding biting and tearing. This was a one time incident and not due to neglecting my dog or furniture. My dog was very sick threw up in several places and peed on a section over one night while I was sleeping. When I called Bob's furniture customer care line, I was told the plan does cover this and this was unacceptable. I was also told someone from [redacted] would call to fix the issue. The customer care worker talked to a supervisor and the supervisor also agreed that the plan should cover this. This is a scam to take customers money and then not follow through with the verbal claims given.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the level of aggression

this [redacted] denial has caused our customer to feel and communicate. [redacted]

has declined to process this claim under their own guidelines which include a

supporting exclusion to their reasoning for denying the claim.

While our Customer Care Staff may have been able to empathize and

acknowledge our customer’s concern we have no authority to approve claims that

are being made through the management of another organization. If the customer

has a date, time, and employee name or number of a Bob’s representative that

literally stated the claim would be approved for coverage please have them

submit that info and we will be happy to research this assertion further.

In reference to the customer communicating that they received a

lack of appropriate care for their concern from our business directly we will

offer to provide the customer with a $100.00 (this amount also reflects the

cost of the plan) Bobs Discount Furniture Gift Card as our apology. We do not

believe the plan itself has failed this customer and the plan still offers an enormous amount of coverage thru the

original five year term.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The company violated the contract and I want my money refunded. Based on the contract; (I attached the contract I was sent)This is covered for fabric. 1. FABRIC:a) Fabric Basic – Accidental stains caused by any food or beveragenormally consumed by humans; mold and mildew stains caused by foodor beverage spills; stains caused by human or pet bodily fluids.These would be the only exclusions in the contract that could be considered;General soiling, which is defined as a gradual buildup of dirt, dust, body oils,perspiration, or any other accumulated stains, that cannot be attributed to asingle occurrence.Human and pet bodily fluid stains bodily fluid stains caused by incontinentindividuals or pets. Repeated pet bodily fluid stains, which are considered preventableoccurrences.Neither of these exclusions apply to my situation, so why was my claim denied. It was a one time incident that covered much of the couch. It is not general soiling and has not occurred over time. I have already spent cash to rent a cleaning machine and buy supplies. I could not leave my couch soiled. I request a full refund of my money. A Bob's gift card would be a waste, because there is nothing in the store I can buy with that amount of money. Everything is priced over $100. This is a scam trying to get me to spend more money at there store.

Sincerely,

Review: Just received second recliner refused to refund difference in price on

Second recliner only store credit received second recliner

Poor quality want chair picked up and a full refund of original

Purchase price

Business

Response:

Good Morning Revdex.com,

Our records show that this original chair ‘Power lift chair’ was

delivered to the customer with no concerns on 11/06/2015, on that same day the

customer’s daughter called us and indicated that her mother did not like the

chair because it was uncomfortable for her.

At that point we made an exception to our return policy for the customer

by agreeing to take back a chair that was selected by the customer and

delivered with no defects. Please know that our business cannot re sell this

chair as new product and took a massive loss to initially accommodate this

individual’s preference concerns.

On 11.10.2015 the account indicates that we delivered the newly

selected recliner chosen by the customer with (again) no defect concerns.

Should the customer wish to disclose what the concern with “poor

quality” is on the second chair we are happy to and confident that we can

resolve any product failure within the guidelines of our ‘Service Policy’ as

outlined on the customer’s sales receipt. Furthermore as listed on the sales receipt

that all customers commonly sign at the time of purchase our refund policy has

been properly adhered to in reference to this claim:

As stated:

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

As an extreme

courtesy we are willing to make another exception for this customer and refund

the difference in the price between the first and second purchases. This refund

totals to: $173.81 and has been set up within the customer’s account. At this

time the customer only needs to contact their retail location (###-###-####- PRESS #1 on the telephone

keypad when you hear Bob’s voice) and provide this refund credit # 61491621 to have

their credit card inputted and the processing of the refund completed.

We are happy to adequately resolve any product

concerns that may be present with the second chair as soon as the customer communicates

to us what those concerns actually are. We have made several exceptions already

in an extreme effort to meet this individual’s demands and apologize that we

are unable to offer a refund on the newly delivered merchandise.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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 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 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: 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: My complaint is regarding The Goof Proof Plus Protection Plan. I was told the plan covers accidental damage to my purchase, and that breakages in wood are fully covered. The flyer they hand out stats as such. How ever when I call to get the item repaired, my claim was denied. I was told the damage is not covered because the way I described the damage occurred could not have caused that damage. The frame was chipped the top most part came off. I find it unacceptable that they would not cover the repair.Desired Settlement: I want them to either repair the item or give me a refund for the item cost, and take the item in question back.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton 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.

We provide a general flyer at the

time of sale that very clearly indicates there are some exclusion(s) to the

protection plan and the document further encourages the consumer to read their

full plan documents for the list of exclusions. As the manager of the plan,

Guardian is responsible for sending the consumer the plan documents. Should the

customer decide that they would like to review the complete plan documents as

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

In this consumer’s specific case our records (at Bobs Discount

Furniture) cite that the customer conveyed to us that scratches occurred on a

table from “wiping it down”. The act of wiping down a table is not considered

an accident as you are intentionally cleaning the table so if this is literally

how the occurrence was reported to Guardian and the table actually shows scratching

the denial result will not be able to be overturned as the report doesn’t

convey an accident or match the damages present. The coverage terms and

conditions are fully being honored if the customer attempted to make a claim as

listed above. Please note that a scratch in wood is not the same as a breakage

of wood, this can be determined on the difference in the definition of each

word alone.

Like any other protection plan sold on automobiles, electronics,

or even home appliances terms and conditions must be adhered to and exclusions

apply in order to keep the plan fair for all consumers alike. Should the

customer wish to provide us with photos (via this Revdex.com channel) and an

accidental report that coincides with the evidence in the pictures we will look

into this claim further and see what, if anything, Bobs Discount Furniture is

able to offer directly to appease this individual’s demands.

We look forward to receiving the requested information via this

Revdex.com Channel and will follow up accordingly after our review is completed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It's not just a scratch. There is a portion of the table that actually came off. Bob's actually has pictures of the damage. The top layer of the table inner corner came off. It came off unintentionally which too me is an accident. Bottom line is the table was damaged. So either it was a manufacturing defect in the table or my cleaning damaged it. What's the point of damage protection plan if it doesn't cover accidental damage. The rejection is I believe unfair. we denied your claim because " what you did should not have caused that damage" is basically what they are saying. So basically I have a damaged tabled which nobody wants to repair. I have attached the picture of the table so you can see the damage one more.

Sincerely,

Business

Response:

Good Day Revdex.com,

Our offices are in receipt of this rebuttal on 4.15.2015 and are

communicating back as of 4.15.2015.

Please thank the customer for sending thru a picture of the

damage. As depicted this is not breakage to wood. It appears that the finish of

the table has been removed and as this customer disclosed and reported to

Guardian this is damage from something (it hasn’t been disclosed as to what was

used on the table to clean it) used on and during the act of cleaning the

table. Once again (I have also attached a copy of the terms and conditions page

for the Guardian Plan that denotes this) the protection plan covers for

accidental occurrences of damage. A consumer cleaning their item with a

cleaning agent of their own discretion cannot be deemed as an accidental

occurrence. There is also no way for a retailer of any kind to determine how

long a cleaning agent has been progressively used on a piece of merchandise.

Under the provisions of the protection plan purchased -Bobs Discount Furniture

covers factory defect concerns and The Guardian Company covers occurrences of

accidents, as this customers concern depicts neither the protection plan has

not failed the customer.

Bobs Discount Furniture truly wishes that we could provide

resolution to every customer who has a concern and we remain very sorry that in

this scenario we have no further recourse to offer relating to the damage

caused by the customer to the table.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: My brother and I purchased a recliner from The Pit at Bob's Furniture [redacted] in March of 2014. The purchase was for my father who had open heart surgery in January of 2014 which was followed by multiple complications and hospitalizations. He could no longer lie flat for comfort and respiratory issues so this recliner was purchased. I had concern's at the time of purchase because the chair is electrical with no manual back up. I was made aware that because it was from The Pit the manufacturer warranty was no longer valid but the "Goof Proof" plan would cover the electrical. My brother was with me at this time and we called my father to be sure he was comfortable with an electrical chair as long as the "Goof Proof" plan covered it. He was and after repeatedly being reassured the electrical was covered we made the purchase. Since then the electrical chair has stopped working a couple times but had later started working again. Today my father called and the chair was no longer working, again. He attempted to call the 1-800 # and was told the electrical was not covered. At that time I called the [redacted] store and was also told the plan did not cover electrical problems. I explained to the associate and later the manager that we had been reassured repeatedly the electrical would be covered or we would never have purchased the chair as it is unsafe for my father. If the chair is stuck flat it is near impossible for him to get out of and I also fear the chair will tip over. The manager continued to tell me she was not there for the conversation and that there was nothing she could offer. I explained that my father is being left in an unsafe situation and I feel like we were lied to. All she would offer is that we should try to find a local furniture repair person to come fix the chair. I feel like my family has been "dooped" and left to deal with a situation we were told would be covered.Desired Settlement: I'm hopeful that Bob's will send someone to evaluate the electrical integrity of this chair for safety reason's. If its not safe I would hope that we could return or exchange.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] today and we have agreed upon an initial

resolution to resolve her concerns. [redacted] has my direct contact information and

I will be following up with her again after our service technician visits her

father’s residence on 6.03.2014.

Warm Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a sleep sofa and lift recliner on 3/31/15 and was in stock and could be delivered on Wednesday April 8th. I paid a $500 deposit and arranged to have my old furniture removed. I called on April 2, 2015 to arrange for the final payment by credit card and set the delivery date for April 8. I was told that that sofa was sold and it would take 3-4 weeks to get the sofa. I cancelled the order and asked for my check to be returned. I was informed that the check had already been cashed and I would have to wait for approximately 2 weeks for my money to be returned.I feel that the salesperson [redacted] misrepresented or did not explain clearly and honestly - stated that the sofa was in stock and would be delivered as soon as the balance was paid.

Product_Or_Service: sofa

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Return deposit.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for the unexpected

delay in the product’s shipping time and the refund processes a payment by

check follows within our expressed policies.

Our system indicates that this order was placed via phone so we

have already begun following up on the information this consumer cites to have been

communicated by the sales professional. Our inventory system will not allow for

merchandise to be held on any sales order that is not paid in full. As our

sales invoice discloses, merchandise can be canceled at any point in time prior

to the customer taking possession for a full refund therefore there must be a arrangement

in place that keeps purchasing and reserving fair for all consumers alike. It is highly unlikely that our sales

professional intentionally failed our customer and by all accounts we do

believe that the appropriate information on stock availability was communicated

during the initial conversation we held with our customer.

Stock depletes for many reasons unexpectedly including the receipt

of a faulty shipment from the vendor or a delay in the transit of the overseas

shipping container. We remain just as disappointed as our customer that we were

unable to provide the merchandise at the exact time expected.

As our records indicate that this order was placed by telephone, I

cannot be certain how the customer located the merchandise they selected. I

mention this because the processing time on the check refund falls in line with

the expressed policies via the sales invoice. The sales invoice is normally

provided to our customer at the time of sale within our store, however we also

disclose this process via our website for customers who are shopping or

browsing products online. I have included the link below and apologize again to

our customer for the wait time on the refund check as well as the disappointment

in merchandise availability.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: My husband and I bought a couch and loveseat from Bob's a year ago. We also purchased the goof proof warranty, which we were told covers everything. After about a year of use, one of the recliners on the sofa bent and is now unusable. I called customer care in May and they sent someone over to look at the sofa. The technician walked into the room and from about 20 feet away said "Yep it's broken" but it isn't covered under the goof proof. So I guess when they sold me the protection plan it covered everything, but just not if you wanted to actually make a claim. The technician told us to call customer care if we weren't happy with his assessment. We called, and they told us the same thing, that it wasn't covered. I don't understand how they can say that it is either normal wear and tear. The recliner should not bend, period. I now have a sofa that I can't recline on one side, so it is not useable to me. I bought these sofa's specifically for the reclining feature. I also paid extra for the goof proof protection, and feel that was a waste of money.In addition to these problems, I find that the sofa's are sub standard in quality. The stuffing in the sofa and loveseat has become so soft that you can feel the mechanisms and springs. I will never buy anything from Bob's again. The customer service and the blatant dishonest on the goof proof protection was just the last straw.Desired Settlement: I would like for my sofa to be repaired to work properly. I would like the sofa to be able to recline so that it can be used.

Business

Response:

Good Morning Revdex.com,

While we apologize that our customer is unhappy with their

merchandise, the service technician communicated a full report (we spoke to the

customer’s father as he was present in the residence on date of service) and

found that there were no defects present. This means that something happened to

the merchandise while in this home to cause the mechanism to look and act the

way it currently does. The customer has no record of attempting to file a claim

for damages thru the Guardian company for this occurrence since they were referred

to do so by us in May of 2015.

In an extreme effort to meet this

consumer’s demands for resolution we will make two (2) courtesy offers for

resolution (listed below). Should the customer wish to accept one (1) of these offers

they are able to respond via the Revdex.com or contact our Customer Care Offices at

###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the

selected offer fully processed.

As this is a one time courtesy- It should be expected that for any

future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale.

Courtesy Offers for Resolution:

Option #1:

We will order the part needed for repair

and install it at no charge. Being that this is a mechanism order, we must wait

for the manufacturer of this product (overseas) to ship it to us directly

before we can ship it to the customer. As of today (9.30.2015) this mechanism

would take approximately 12-16 weeks to arrive to the customer after the order

has been placed.

OR

Review: Where do I startWe ordered our furniture on 7/21/We were told the furniture would be delivered in the middle of AugustThen we received a call that the furniture set we picked would be back ordered till the end of AugustIn that week we received another call that it would not be delivered till Sept 6th, The delivery arrived at the later part of the hour windowThe driver told us immediately that pieces were broken, one of the bed and the fireplace, his boss noticed it at the warehouse, and said bring it anywayHe then realized that the mirror was broken alsoSo now we had pieces in the garage that were supposedly "inspected", and no bed! My wife is months pregnant and sleeping on a floor! We spoke with [redacted], who set up our new pieces for Tuesday Sept 9th, We asked for after 5pm delivery which was promisedWe received a call days before with a window of - 3pm! We both work all day and specifically said after The person my wife spoke with said, that "[redacted]" had no business promising an after 5pm deliveryThey then set us up for 1st thing Wednesday am for 7amWhen the driver got here, he went into the garage and opened the packages that were here, and wouldn't you know the "inspected "boxes, another BROKEN PIECE!!! It gets better! The pieces were no longer available and would be back ordered till the end of September! So no bed for a month for my pregnant wifeAwesome! If you check all of the taped recordings, every time I asked a for a district manager, I was told that I could not speak with oneI asked the customer service manager for their boss, and was told that I could not speak with themAre you seriousI am a unbelievably unsatisfied customer and can't speak with a manager to help me with my issues! I had to get very loud with "[redacted]", would not put me through to a head managerI specifically said, "[redacted], I am done speaking with you, You have done nothing for me, I want to speak to your bossHe said he could not do that, I said [redacted], this is being recorded, and I want to speak with your God Damn Superior Now!!!!, he finally put me on holdI was given [redacted] who is a head supervisorShe told me she was sorry (only the 10th time we heard that)She said the best she could do is take off the delivery feeShe offered me a temporary bed till ours came in (best thing that was done yet!)I explained that I was able to get our bed back from the person we sold it too(family member)When she only offered the delivery fee, I explained that she was insulting me and my wifeWe spent $and still do not have our bedroom set let alone the bed which is the most important partI have also spent 10k in the last years with this companyI told her at this point, I am asking for the delivery fee waived and the bed itself for freeShe said she couldn't do thatI then threatened to have my lawyer and channel [redacted] in their office the next dayShe then abruptly stopped me, and said, [redacted], I don't mean to cut you off, but we do not need a third party involvedI need till Monday September 15th to get in touch with the correct people that can make this happenI said no problem, I would give her that timeI asked her for her direct line, (the other supervisors did not have or give us)Monday came, no call, Tuesday came, no callI called her Wednesday at 9:am, leaving her a message to call me backI called again around 2:30pm again, no answer, no call backAnd once again we have to wait for our furnitureThey called and said they would deliver the pieces this Friday, Sept between 10:45am and 2:30pmApparently all of the issues we have been having did not spell, priority! I spoke with a supervisor [redacted] today, said there is nothing she can doI have given up and asked for it to be delivered on Monday, Sept 22, so I can waste another day off waiting on Bob's! My wife also spoke with a supervisor [redacted], who said she would give us the delivery fee for freeMy wife was told to call her and let her know how everything wentMy wife left her message of the continued nightmare, no return phone callAmazing customer service!!!Desired Settlement: The last "supervisor" I spoke with told me that we would receive the delivery charge for freeWe have not received anything, and continue to wait for our bed!
Business
Response:
Good Morning Revdex.com,
Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially caused and we are truly sorry
for the aggravation we have caused [redacted] and his wife to feel
Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the
paperwork to refund the delivery fee [redacted] was charged and left instructions
(below) for [redacted] on how to contact our store to have this fully processed back
to his original method of paymentWe do not keep full credit card numbers on
file for security reasons; please ask that [redacted] follow the instructions below
at his earliest convenience

Review: They wouldnt take my love seat back after the sofa couldn't fit in the elevators nor the stairs .. They was very nasty they told me I couldn't switch for something else .. I brought a set from them nd now I'm stuck with just the love seat and store credit . They had my sofa all on the nasty ground in front of my building and I took pics .. I just want a living room set that matches or my money back .. The keep giving me the ran around . Telling me the can't locate the sofa nor the love seat help me please .. It's going on a month nowDesired Settlement: I just want a set that matches or a full refund so I could buy a new set

Business

Response:

Good Morning Revdex.com,

We apologize to our customer for the disappointment

associated with the furniture she selected not properly fitting into her

residence. We also apologize for any lack of care the customer cites to have received

from our offices.

Our records, checked thoroughly, indicate that the customer

is still in possession of the loveseat. Should the customer seek to get a

refund instead of returning to our showroom to select a different set entirely,

we will first need to remove the loveseat and have that loveseat physically

return to our distribution center prior to any monetary funds being transferred

back to the customer.

The sofa portion (that was never delivered) has been/is eligible

for a refund as outlined on our website and the customer’s sales invoice:

REFUNDS

AND CANCELLATIONS POLICY

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

The customer can contact our offices at [redacted] (Mon-Sat

6:30a -8:00p/ Sun 10:30a- 7:00p) to schedule a date that works best for her for

us to remove the loveseat. Again we apologize for the inconvenience we have

caused and are happy to work above policy in this scenario to satisfy our

customer’s preferences. It is most

appropriate to call us to schedule a pick up date as our calendar of availability

changes throughout each business day.

In order to get a refund on the sofa (undelivered item) processed

the customer will want to contact the retail location to which her sales order

is associated with –[redacted] Store = [redacted] (ensure you press the

number (1) on your phones keypad after you hear Bob’s voice and your call will

be transferred correctly to the office). Our retail location is available from

10:00am – 9:00pm Mon-Sun, once the customer confirms her sales order number ([redacted])

the sofa (undelivered item) can be voided and the customer’s original method of

payment can be confirmed and refunded at this time.

Review: Purchased a [redacted] Bed from Bob's Discount Furniture (Order #[redacted]). When the bed was delivered, the delivery team damaged the footboard (scuffed one corner and split the wood at another corner) and then did not properly assemble the bed. They needed to borrow my personal tools to assemble the bed because they were not properly prepared and they installed all of the slats diagonally, failed to properly tighten screws, and repeatedly did not allow me to help them assemble the bed as I tried to point out the problems to them. In addition, one of the legs for the footboards was defective out of the box. In total, the footboard and siderails were damaged by the delivery team and the slats were defective out of the box. I had to reassemble the bed myself after they left.When I called customer service about this issue, they told me the earliest they could send me replacement parts for the slats was January. They told me that to fix the footboard, I would need to miss another day of work to be available during the week to have another footboard delivered. In addition, I would need to miss an additional day of work to have a "service representative" come to assess the damage, fix the siderails and slat. I requested that they try to schedule these multiple services together, but they said that they cannot do so because they can only "request" an appointment, so they cannot actually schedule them together in any reliable way. I asked if they could just replace the bed, since all the pieces but the headboard were defective or damaged, but they said hat was not an option. So now I am unfortunately stuck with multiple service appointments that will cause me to miss additional days of work and are not scheduled for the near future, a dysfunctional bed, and a wasted day of my time already. It is highly frustrating that while it took them only 5 days to deliver my new bed after I purchased it, it will take them weeks to months to fix the damage that their delivery team did to my bed.Desired Settlement: I would like the bed completely replaced at my convenience, not with multiple service visits requiring me to miss work each time, which are currently spread out over weeks/months. I would also appreciate compensation for my wasted time (4-8 hours). Thank you for your help!

Business

Response:

Good Afternoon Revdex.com,

I am

very sorry for the failures that our customer has had to endure based off of

our errors. We expect all of our professionals to behave in the most caring

manner while certifying our customer’s complete satisfaction. I am very embarrassed

to learn of the conduct our delivery team displayed while in our customers home

and I assure [redacted] that we do not consider these actions acceptable in any

manner. I further apologize to [redacted] for the lack of care he received while

initially reporting these concerns to our Customer Care Department. It is

outrageous for any business to ask a customer to endure any period of patience

after failing so terribly to honor the original agreement we entered into. I

thank [redacted] for escalating his concern so that we may have the opportunity to

properly coach our agents and make sure we are offering the best experience all

around for our valued customers.

Bob’s prides itself on providing our customer

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

on making it right so that our customer is satisfied with the product that they

have purchased from us. We currently have a delivery scheduled for 9.11.2014 to

resolve this concern and I have ensured that all pieces/parts of the bed are

coming for the exchange on 9.11.2014 (headboard/footboard railings). I have

also requested that a different delivery team come to[redacted] residence due to

the poor experience he endured from our original team. I am confident that John’s

concerns will be completely resolved on 9.11.2014 guaranteeing he does not have

to spend any more of his valuable time correcting our mistakes.

While it is not normal procedure to do so, I

recognize that we have caused our customer a great deal of inconvenience. For

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

will review this customer’s account to determine if further action should to be

taken. Please advise this customer that upon completion of their delivery, the

driver is expected to call into our Customer Care Department to allow us to

speak directly with them. If our customer still believes that further

resolution is needed to rectify this concern we can discuss what, if any,

further resolution will be offered at that time.

I genuinely apologize again for the impression our

customer has been left with of our business.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a sectional from bobs may of 2013. since then it has started to sag considerably more than the 20% they say may happen. I also purchased a 5 year warranty which I called and they dont cover the sagging, now when I bought I was told it covers everything! they are scam artists lying to their customers just for money! I then called the store and they said I had to rebuy the cushions which was just putting salt on the woundsDesired Settlement: I just would like my cushions replaced for free like I was told would happen when I bought the couch in the first place!

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for any concerns that

[redacted] is currently experiencing with her product and stand behind the value

of the products and protection plan we sell our customers. As

[redacted] has stated it is considered normal for the seats of any sofa that is regularly

used to suffer a loss of resiliency over time and this sofa has been in use for

over one year.

As [redacted] is not reporting a factory

defect concern and the Bobs Discount Furniture Guarantee on [redacted]’s sofa

expired on 05.07.2014, the technician that was dispatched to [redacted]’s home on

8.28.2014 (at no charge to her) was done as a courtesy because she is our

valued customer. Upon arriving to [redacted]’s home our technician found [redacted]’s

merchandise has endured several concerns of customer caused damages. Please see

the photos that I have attached outlining the current staining, tearing, and

rip that is present on this merchandise.

Regardless of warranty status Bobs Discount

Furniture is open to listening to our customer’s concerns and researching all

avenues available to us to help our customers resolve problems with their

product in a fair manner. Unfortunately we are unable to take responsibility for

damages that occur beyond our control and there is a reasonable expectation

that the merchandise you are making a claim for has been kept in good condition

prior to our technician being dispatched to see if we can rectify the concern

at no charge to our customer. As a result of all facts presented in this case

regretfully Bobs Discount Furniture is unable to provide replacement parts for

this concern.

I spent time researching all avenues of our

customer’s account to ensure that she was receiving the best care possible for

her concern and I even tried to get the Guardian denial overturned on our customer’s

behalf. Please see the first photo in the attached document as this photo

displays a solvent stain and a tear from the customer attempting to clean a

beverage spill. As Guardian covers accidents the juice stain itself would be a

covered accident under the protection plan however a furniture insurance

company cannot be held liable for the type of cleaner a customer deliberately

applies to their merchandise and the reaction that cleaner has on the material

makeup of the product.

The manufacturer of this product does offer

parts such as the seat cores and casings at a cost outside of the warranty

period to our customers. If [redacted] wished to she can make a purchase of new

seat casings and cores to correct the normal wear/tear and customer caused

damage concerns she is currently experiencing. A seat casing (new material) can

be purchased for $65.00 a piece and a seat core (new foam inside) can be

purchased for $50.00 a piece.

Please ask that [redacted] contact us by phone

at ###-###-#### if she would like to set up this purchase part order. Bobs

Discount Furniture truly wishes to help every customer who has a concern and we

are very sorry that we are unable to cover the cost of further recourse for

these damages.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I paid 300 dollars to have a 5 warranty on my 1000 dollar couch and because the first time I called and I didn't know what happened I called a second time and explained that my daughter admitted to braking my couch they are refusing to fix my couch now and for the next 5 years so now I paid $300.00 and they won't fix it and kept my 300Desired Settlement: For them to fix the damage done to my couch that I paid 300 dollars for and to keep my warranty on my couch seeing I paid for it for the next 5 years and any other issue my couch faces to be covered

Business

Response:

Good Morning Revdex.com,

As of 8.26.2015 our Customer Care Offices scheduled a service

appointment for 09/01/2015 to rectify the following concerns:

These are

notes from the service order entered:

“Right Arm Facing -RECLINER

IS LEANING, CUSTOMER BELIEVES FRAME IS BROKEN AND THIS WAS CAUSED BY DELIVERY,

TV CONSOLE IS LOOSE AND WIGGLES AND CUSTOMER SAYS THE DELIVERY TEAM MAY HAVE

DONE THIS”

As the customer has chosen not to disclose the actual occurrence

of damage she alleges her daughter admitted to causing I am not sure if this

service order covers the customer’s needs in full.

At this time we are scheduled to resolve the concerns

listed above under the protection plan our customer purchased, the five year

original term is not affected by this service, and should the customer need

further assistance with another claim we ask that they respond disclosing what

that concern actually is.

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: This has been a horrible experience. First, the delivery issues were insane. I requested certain delivery times and they could never get a time right until I told them to refund my money and I'll buy furniture elsewhere. When the men delivered the furniture I had to keep reminding them of the products I bought, because they were going to leave without giving me the end tables and coffee tables. They delivered the furniture and it was NOT the products I looked at and sat on in the store. First, as soon as I sat on the couch a mouse came out of the couch. My boyfriend and I spent all day(6 hours)taking care of the mouse issue, in trying to capture it. Secondly, by the time we were able to actually look at the stuff we received, which wasn't until later in the evening, due to the mouse, I noticed that the products in the store were much nicer and they looked and felt like I was getting high quality merchandise. The items that were delivered not only looks like junk, but it all feels like junk. The lamps were delivered with fingerprints all over them and the one lamp shade is broken as it moves and doesn't sit tight on the lamp like the other lamp that I received. The coffee tables and end tables have dents and scratches all over them.The wheels on the coffee table were loose and put on wrong. The glass on the coffee tables and end tables have finger prints all over it and have the stickers still on it and it looks like the glass has scratches on it too. The couch is not the comfortable, fluffy couch I sat in at the store, it is hard and uncomfortable, not to mention the pillows/lamps look like they've been around since the 1980's. The furniture was not clean as it still has little pieces of foam, dust and some little hair (probably from the mouse) all over it from when they must have taken it out of the box/from the warehouse.I spent over $1,800 on this and it looks like I bought my furniture from a flea market and I got a mouse as well!This is horrible and I'm so distraught over this issue.Desired Settlement: Full refund and I want them to take back the furniture.

Business

Response:

Good Morning Revdex.com,

We apologize that our customer is so disappointed with the recent

purchase and services acquired thru our company. Our customer’s have always

been and will always be the most important part of our business and our

internal records do reflect that we made every attempt possible to assist this

customer prior to this Revdex.com complaint being reviewed.

As of 2.22.2015 this consumer contacted our Customer Care Offices

and spoke with our highest level available for assistance with her concerns.

The customer called us one day after her delivery occurred and

alleged that the she believed the mouse came out of her newly delivered

product. We assured the customer of the fact that we take the appropriate

precautions to prevent occurrences like this. Prior to this phone call ending

the customer conveyed that she actually thought the mouse may have just been in

her home, she described just purchasing this residence to our Customer Care

Agent.

The customer also conveyed to us that she wasn’t happy with this

merchandise and we offered various options for resolution directly to our

customer on this day. We explained that we were happy to provide a service,

even exchange, or a reselection (to different merchandise) to our customer. We

even advised the customer that we would cover the cost of a new delivery fee

should she wish to pick out different product.

Our records indicate that this customer continued to demand a

refund. As the Revdex.com knows our refund

policy is very clearly expressed on our sales invoice, this invoice is also

commonly signed by our customer at the time of sale. In an extreme effort to

meet our customer’s demands while keeping the needs of our business in mind- we

did offer a partial sales order refund to the customer on the sofa, loveseat

and lamps. This offer was refused

and we were told by the customer that someone else in the home liked the lamps

and they would prefer to take a service repair appointment to correct any

merchandise concerns they had.

We scheduled the service appointment for 2.27.2015 (last Friday),

the customer told us that service was needed prior to 3:00pm and we made sure

that her request for time frame was also honored. Our technician’s report

indicates that he was let into the home at approximately 11:00am; the customer

went upstairs, came back downstairs and made a comment indicating that there wasn’t

time for the technician to be allowed to complete the service appointment and

our technician had to leave the residence. We then attempted to contact the

customer directly by phone at approximately 11:16am to reschedule this service

appointment and we had to leave a message for the customer.

At this time we are still very willing to assist our customer

directly. The options for resolution we have thoroughly communicated to this

customer are still available to the customer. Should the customer wish we can

complete any of the following options:

Review: On August 26, 2011, I selected and purchased a sectional sofa from Bob's Discount Furniture on Rt.46 in Totowa, New Jersey 07512. The cost was $918. The furniture was delivered on September 6, 2011. By November we noticed that the sofa cushions sank significantly. So much so that when one sat on the sofa you could feel the base board beneath the cushions, in addition the sectional pieces had huge gaps in between them and would not stay hinged together. Upon contacting customer service a merchandise inspection team was sent out and determined there was manufacture defect. We received new cushions in December; however by February we began to experience the same problems. After numerous correspondence, in May, Bob agreed to allow us to return the defective merchandise and receive store credit to pick out a new set.On June 11, 2012 we selected another sofa and armchair from the Bob's location mentioned above. The sale price was $961. By November the cushions were noticably sunken. The threads on the decorative pillows that came with the sofa have also come unwoven. By January the sinking cushions were so uncomfortable that I had to contact customer service. The seat cushions are sunken and you can feel the board through them.The back of the sofa is also sunken and you can see the material gapping where the stuffing has diminished. When I called Bob's discount furniture customer service, I was informed by a representative and a supervisor that the decline in the cushions was normal wear and tear, and I had no recourse because the original purchase is out of warranty. Please note that my family of three consists of my husband, my thee year old daughter and myself and I do not believe six months constitutes normal wear and tear of a sofa for a small family unit such as mine.

Product_Or_Service: sofa/ arm chair

Order_Number: 1787749

Account_Number: 2130738

Desired Settlement: I am requesting reimbursement in the amount of $899.00 because Bobs did not honor their customer service commitment of quality furniture at discount prices. They sold me defective merchandise and then allowed me to exchange one set of poor quality merchandise for another.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Good Morning Ms.[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.

I am pleased that we addressed and resolved the concerns you had with the first set. The report provided by the recent service technician on, 1/10/13 indicate that the sofa cushions are sinking but there was no defect present. The manufacturer expects that the seat cushions will lose 30% of their resiliency within the first year. I understand your desire for a refund of the $899.00 however, we are unable to honor your request for the following reasons;

1) refunds are issued for order canceled prior to delivery.

2)There is no defect present in your current set.

3)The furniture in your home is not covered under warranty.

Bob's Discount Furniture appreciates your business and wants to assure you that we stand behind the merchandise we sell. In the event the concerns you have with the furniture persist, please contact us and we will explore all possible options for recourse.

If possible you may forward pictures of the sofa set which showcase the sagging cushions and seam separation/unraveled threads. Pictures can be emailed to; [redacted].com

Consumer Response /* (3000, 12, 2013/05/01) */

I do not accept Bob's Discount Furniture response. Although they claim that cushions decline by 30% in a year, I have not had the set for a year and it has been less than a year since the cushions have sunk and are still sinking. What else can I do?

Business Response /* (4000, 14, 2013/05/02) */

We can order new seat cushions at no charge to to you. The approximate order time is 8-10 weeks.

Consumer Response /* (4200, 16, 2013/05/06) */

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

I do not accept Bob's response noting that sofa cushions are susceptible to decline by 30% within the first year. Firstly I have not had the sofa for a year yet. The cushions began to sink less than 6 months after the sofa was delivered. In addition the"expert inspectors" who came to my home to assess the sofa cushions did not use a measuring tape or any other instrument to assess the decline of the cushions, so how were they able to provide an efficient report that there was no manufacture defect or as to the percentage of the decline of the sofa cushions? Furthermore, if the sofa cushions have not declined due to manufacture defect that simply supports my position that Bob's has sold me not one but two sofa's that are of poor quality and craftsmanship.

Review: Made a purchase and was not informed until delivery that it was only a partical delivery of a dinning room set. I had to call the local buisnesss to find out it was a partical delivery and stopped by to arrange for a follow on delivery to complete my order. I called four days prior to the re-scheduled delivery date and was informed delivery arangements would be made one day prior via a automated telephone message. I called the evening prior and was informed the item was back ordered w/a expected delivery of JUN2013 (from a 13APRIL2013 delivery). This order was paid in full 16MAR2013. Bad news is never good, not being informed is even worst. I am unsure if I would order or highly recommend this business to others at this time. I strongly incourage anyone purchasing through this company to trust but verify on all purchases that are not provided immediately. Caveat Emptor.

Product_Or_Service: Pub table and chair set (black)

Desired Settlement: Delivery of remaining item immediately.

Business

Response:

Business Response /* (1000, 5, 2013/04/18) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise delay and lack of communication regarding the status of your order.

When merchandise is on back order we are provided with an estimated date of arrival by the manufacturer, for reasons beyond our control the date is subject to change; The store is expected to notify affected customers and give them the option to wait out the back order or reselect to merchandise that is in stock and available for immediate delivery.

I apologize for the delay and inconvenience. The current expected date of arrival is June 15th; you may schedule delivery now for any date following 6/15 or you will be contacted by the store when the merchandise arrives into our warehouse.If you prefer you may reselect to a different dining set.

Consumer Response /* (3000, 7, 2013/04/23) */

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

I do not believe I am receiving a satisfactory response or needed information to make a truly informed decision. I will not be sending any further correspondence on this matter and will await delivery o/a 15JUN13 if that materializes. I am not satisfied w/how this matter was answered or handled. My schedule is too busy to be labored with what should've been a routine transaction and will not be making another purchase from this business in the future based on this transaction. I've purchased a bed set, and living room set w/television console from Bob's Discount Furniture in the past and had no problems, recommended them to my sisters (also purchased) and was going to purchase another set of chairs through them. Based on my current and unsatisfactory results and answer received I probably will select another furniture company.

Business Response /* (4000, 9, 2013/05/02) */

The arrival date has again been updated to, 7/5/13. I understand your frustration and apologize for the continued delay. The options are as follows;

1)return the chairs for a refund.

2)choose a new set and we will waive delivery as well as apply $75 toward the reselected merchandise.

3)continue to wait out the back order date and once delivery is complete we will issue a $150 gift card for the delay and inconvenience.

Consumer Response /* (4200, 11, 2013/05/03) */

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

As previously stated, my schedule is too busy for this distraction. I continue to be amazed w/the lack of concern by Bob's Furniture Inc. I will await the revised delivery date and will not recant my statements of disgust w/how this has and is being handled. It does not represent a business with more than a superfical concern more concerned that this complaint be dropped than the customer.