Bob's Discount Furniture

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 I was made aware that because it was from The Pit the manufacturer warranty was no longer valid but the "Goof Proof" plan would cover the electrical.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 bought a living room set of furniture 3 months ago. I also bought the "Goof Proof" extended warranty for $99 for 5 years of coverage. The living room chair arm broke from pressure from lifting out of the chair per the service technician. The technician stated to my husband and I that it's cheaply made furniture and not a defect while Bob's Goof proof people says it's a warranty issue and they won't cover it until the 12 month warranty is out but the warranty people say it's only covered for 30 days. I call Bob's Discount store where I bought the furniture and they just transfer me to the warranty people. The warranty people are rude and nasty to their customers.Desired Settlement: I want my chair replaced.

Business

Response:

Good Morning [redacted]

I completely understand your frustrations with this chair

and I apologize that it has taken us so long to resolve your concerns. I can

assure you that Bob’s customers are the most important aspect of our business.

Regretfully the damages reported combined with the report

the technician provided to us are not coverable occurrences under the

manufacturing warranty or the protection plan you purchased.

As an extreme one

time courtesy we will offer to provide you with a factory fresh model

of the chair. Your original invoice states that you took possession of this

chair by picking it up on your own accord.

As we stand behind the integrity of our technician’s filed

report and the fact that this chair is not experiencing any factory defects,

you would be expected to return the current chair you have in your home and

retrieve the new chair via the same customer pick up location you originally used.

Should you prefer to have this chair exchanged by a delivery team instead this

service can be arranged for you with the payment of a delivery fee to Bobs

Discount Furniture.

As this is an extreme one time courtesy offer please

understand that should your merchandise experience any concerns in the future

that are not deemed factory defects by our trained technicians or are listed as

exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your

accidental protection plan; Bobs Discount Furniture will be unable to take responsibility

for these concerns.

Please let me know if you are accepting of this courtesy

exchange offer so I can process the exchange paperwork for you.

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

to hearing back from you via this Revdex.com channel,

Review: I purchased a couch and love seat with a warranty from Bobs Discount furniture in [redacted], **. In October 2014, we called for a repair on the love seat which no longer reclines properly.

A technician from Bob's came to my apartment in [redacted] on October 15, 2014 and determined the love seat needed a Right Facing Mechanism, which would be covered under the warranty and called in the part order from my girlfriend’s cell phone [redacted]. She was told her cell number would be the order confirmation number. The customer rep said the part would arrive in ‘early January, 2015’, and that we would receive a Call or Email to confirm it arrived to the warehouse and when delivery was to be expected. We never received any communication.

We called the Customer Service number ([redacted]) the first week of January and we were told it had not arrived to the warehouse and to check back next week.

We called the second week of January and were told it Did arrive at the warehouse and should be shipped to our [redacted] address, [redacted] within the next week.

We received nothing. Called again and this time the location of the Right Facing Mechanism was Unknown.

I called again last week and was told it was no longer manufactured and nothing was offered to fix or repair the love seat. The customer rep made it sound like I was simply out of luck.

This is Unacceptable.

The first week of February, We called another department at Bobs. [redacted] is listed at the Customer Service Liaison at the Connecticut headquarters. [redacted] We left three voice message for her (Monday, February 2nd, Wednesday the 4th and Thursday the 5th. We also sent her a detailed email on Monday the 2nd with a ‘Read Receipt’ and it appears the message was never opened by Nicole.

We wish to know Where the replacement part is and When it will be delivered.

The account is under the name of [redacted], with an old address of 2[redacted] His cell number on file is [redacted]. The replacement part is to be delivered to the new address of [redacted] - same cell number [redacted] Thank you, [redacted]Desired Settlement: We wish Bob's to honor the warranty repair, and deliver and install the replacement part. If they are unable to do that, than they should replace the love seat with a new one.

Business

Response:

Good Morning Revdex.com,

Our offices

are just now in receipt of this claim today (2.06.2015) and as of yesterday

(2.05.2015), I personally spoke to this claimant and provided an agreeable

resolution for this concern.

At this time

we would consider this concern closed as resolved.

Kindest

Regards,

Bobs

Discount Furniture

Corporate

Customer Care 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 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: 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: They are Theives!!!! the are Frauds!!1. they have ripped me off of $728.91. I purchased a living room set. that I was told would be availabe early July, to then be told it would take 8 weeks. I canceled it and wanted my refund. they refuned me my $1728.91 and the turned arund and took $728.91 from my account.they are telling me they refunded me ny full accoun that is not true. I want my money from these theives. I work. hard for my miney and do not appreciate being taken advantage of. I want my $728.91 returned to me. They are thieves!!!!Desired Settlement: I want my $728.91 returned to me ASAP!!!!

Business

Response:

Good Morning Revdex.com,

This concern has been fully researched by our Accounting Team,

upon review of the customer’s bank statement it was confirmed that the timing

of the postings are the issue. There is no duplicate charge from Bobs Discount

Furniture for $728.91.

The customer should contact her bank to clear up the postings to

her account.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: why did they credit me $1728.91 & then turn around and took $728.9.1 ? What did they take that for?

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Please refer to our original response for all rejections to

this claim. As a business our response remains strong that Bobs Discount

Furniture did not initiate a duplicate charge to this individual’s bank

account.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They have not answered my question in the last response.

Sincerely,

Review: I purchased a couch from the [redacted] Store less than 18 months ago. The salesperson asked me if I wanted to purchase the Goof Proof+ Extended Warranty. I asked the Salesperson what the warranty cover. The salesperson replied that it covered "Everything, including accidents." I purchased the 5 year extended warranty. The leather couch now has some tears in the middle seat cushion. I have called over 5 times to have them send a person to come out and repair the couch. Two appointments were set up, and both resulted in no call no shows. The appointments were canceled the day before and no one bothered to call me and say no one was coming. They told me that this is something a repair person cannot fix and that I needed to email pictures in for a manager to look at. Upon doing so, I got an email replay stating there was nothing they can do and that I need to call in. I have been treated like a ping pong ball and no one is trying to help me. What is the purpose of the warranty? Bob's refuse to address this issue and have my couch either repaired or replaced.Desired Settlement: Need to have this couch repaired or replaced.

Business

Response:

Good Morning Revdex.com,

We apologize to our customer for any inconveniences we have

caused during the warranty claims process.

Our records currently indicate that we are scheduled for a

service appointment on 7.14.2015 to address this merchandise concern. I

attempted to contact the customer via telephone today to confirm this and was

unable to reach them directly. At this time- all information points to our

company working towards actively resolving this concern under the service

benefits associated with this customer’s Goof Proof Plus Plan. Our technician

is required to contact our Customer Care Offices prior to leaving the home on

7.14.2015 and we look forward to speaking with/ gaining our customer’s complete

satisfaction on that day.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered my daughter's bedroom furniture and paid to have it delivered. After delivery however, they did not take any of the boxes, materials, etc with them and left it in my garage. With a lot going on in our life, I kept forgetting to call regarding what they left behind. When trying to clean up our garage, I tried to move what they left behind and couldn't. My husband has a bad back and would not be able to move it as well. I finally called Bobs Furniture to tell them of the situation and was told that even though they were supposed to have taken all the boxes and materials, they would not be able to pick it up because it was delivered five months ago. I called again and asked to speak with a manager, finding this absolutely ridiculous and was not transferred to a manager, but told that she would schedule someone to pick it up. She got back on the phone and said she would not be able to have someone pick it up either because I had it delivered almost five months ago. I asked what the difference was in time, since they were supposed to take it with them and was not given any explanation but told there was nothing she could do. I explained that I would never order from them again and was still told there was nothing they could do. They clearly do not care about keeping customers who would have gone back to buy more furniture from them, when they were at fault.Desired Settlement: I would like them to schedule delivery workers to come and take all the boxes and materials that they left behind and I can not move.

Business

Response:

Good Evening Revdex.com,

Please pass on our sincerest apologies for the trash being left

behind during delivery in March of 2015.

I called this customer on 9.11.2015 (6:50pm) and left a message on

their voicemail with my direct number to discuss this concern further. Please

advise the customer we are happy to address this concern via telephone and if

they are in agreement I can be reached at ###-###-####.

Kindest Regards,

Stephanie A. G[redacted]

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: 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: 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: I purchased a 4 piece sectional couch for $1,110.00 from Bob's Discount Furniture in [redacted]. on March 12, 2012. I also purchased their "[redacted]' 5 year warranty plan as well. At the beginning of October of 2014, I noticed that there was stuffing on my floor when I vacuumed for a few weeks and I was unable to figure out where it was coming from at the time. One night during this time, I sat on my couch and noticed that in between my cushions there was a large rip and the stuffing and wood was showing. I had my husband take all of the pieces apart and realized that all of the pieces were ripped and the fabric was all worn down. I immediately called the number on the warranty I purchased and explained the problem. I was told that this sounded like a manufacturer's defect and that my warranty only covered "accidents" and I would need to call the store directly. I called the store and they set up a time for a technician to come out and look at the couch to determine what could be done. A technician came out on November 12, 2014 and told me that the problem was a manufacturer's defect and could not be fixed. He called the corporate office and had me speak to someone on the phone. they told me that since it had been over a year that there was no longer a manufacturer's warranty and the warranty I purchased would not cover this. They said as of May 2013 or after, it would have been covered, but not when I purchased it. They were very unsympathetic and I was very upset and told them that I would not have purchased the couch or 5 year warranty had I known this. It is very deceiving because when you buy the warranty, they lead you to believe that everything is covered for the 5 years. I am now stuck with a horribly ripped unusable couch that I have had for only 2 years and paid $1,100.00 for and I will have to purchase another.I only asked for a credit to purchase another couch and they basically said that they would do nothing. I asked to speak to a manager and I got the same speech. I find this very unacceptable.,Desired Settlement: I would like to at least get a refund of store credit to replace the couch. In a perfect world, I would like a refund in cash so that I can purchase a couch elsewhere as I will never do business with this company again.in cash

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any and all inconveniences that the

concern with her merchandise has caused her. At this time our records indicate

that while the customer is outside of her direct warranty through Bobs Discount

Furniture we did provide a service for a seating concern while she was within warranty.

For this reason we will honor offering the option that would be available to

her should her [redacted] have covered this occurrence. We have

placed a reselection credit into the system for the customer based on the price

point she paid for the sectional. Should she be interested in re purchasing the [redacted] she may do that at the new time of sale, we will not be

including a credit for the original protection plan in this offer as the

protection plan offers a one time replacement and that agreement is technically

being fulfilled. The customer will not be charged a new delivery fee on the new

sales order and we will remove the current sectional pieces on the same date we

deliver the new merchandise.

The active credit is available to the customer to use thru

01.28.2015 and the credit number within our system is: [redacted].

We would consider this concern resolved at this time, please have

the customer advise you if there is anything else she feels she needs

assistance with.

Should the customer accept this option but have questions

regarding the active credit please pass along that a call to our Customer Care

Office (###-###-#### Mon- Fri 6:30am-8:00pm) is the most efficient way we are

able to assist in answering questions.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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

Sincerely,

Review: I purchased a 2 piece sleep sofa/chaise sectional and when opened, the head of the sleeper unit was approximately 3" lower than the foot. I reported the problem, a technician came out and said it was defective. I was offered a store credit or replacement. I chose the replacement and the new piece has the same problem. Again a technician came out, attempted a repair but the problem still exists. This process caused me to lose 4 days of work plus I have had severe back pain from sleeping on this unit. I don't want to go thru this exchange process again.

Customer service said they don't issue refunds once the furniture is in the home. How is a customer supposed to know there is a problem like this until they have/use it?

I am finished exchanging and don't want this in my home. They have nothing else I am interested in and don't want another defective product that cost me a lot of money.Desired Settlement: Return of the set and refund of purchase price.

Business

Response:

Good Morning Revdex.com,

We do apologize sincerely that our customer has experienced multiple

concerns with a defective product.

This customer’s merchandise is experiencing a factory defect

within warranty and our business has offered multiple routes for resolution by

taking responsibility for this defect. Furniture today is built on an assembly

line at the factory, like any other furniture retailer (or any other business

for that matter) regretfully there are sometimes products that come off of the

assembly line with defects. It normally does take time for these defects to

show up and we stand behind the quality of our product and make it right by our

customers with fair and adequate options for resolution. The fact remains that

just because one product is manufactured with a defect it does not make the

entire product line or the entire inventory of our store defective.

As indicated in our Service Policy (listed on the customer’s

invoice and commonly signed by the consumer prior to leaving our store) we will

replace an affected item or offer a reselection to our customer. The customer

is choosing not to reselect to an alternate item and in this case we are

willing to work outside of policy in an effort to meet our customer in a fair

and adequate manner.

We have created the paperwork necessary to pick up the merchandise

(less the bed protector), refund the cost of special order fee, and the price

paid towards insurance on the merchandise. The original delivery fee charged and

the bed protector (for health reasons) are non refundable. We feel that this

offer is fair and adequate as we have other options for resolution in place to

best benefit our customer however the customer is demanding that we make an

exception for them as an individual.

The customer’s refund can be fully processed back to them once the

merchandise has been removed from the home and checked into our inventory

system (this can take 24-48 business hours after pickup), regretfully our accounting

system will not allow for a refund to be processed any sooner and this is one

of the main reasons we recommended selecting a different product so that there

is no loss of actual furniture in the home.

We apologize again for any and all inconveniences the product’s

failures have caused our customer and ask that the customer contact us directly

to schedule a date for removal of the merchandise (less the bed protector). The

paperwork will remain active in our system for two months and we look forward

to hearing from our customer so that we can move forward with scheduling the

return date and get this process started.

Customer Care Office

1800-569-1284

Mon- Sat: 6:30a -8:00p

Sunday: 10:30a – 7:00pm

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: Purchased 2 items, TV console and sleeper couch. TV console was broken both times and credit given for purchase. The couch however is the problem. The first time we went to use the sleeper couch, we noticed the frame was broken AND the metal frame was bent. When the service technician came out, upon opening the couch, I noticed MOLD on the bottom of the mattress, despite purchasing the mattress protector, the [redacted] that I paid an additional $200 for was MOLDED. A mattress that was NEVER used because the bed frame was broken and my daughter had to sleep on the floor for Christmas, was molded! When the delivery team was supposed to pick up and deliver a new one, the new one was broken. Because I was now 4 for 4 on broken items, I decided that this furniture was simply not up to par. I asked for a refund. I spoke to [redacted], the account manager and specialist at the corporate office in **. She refused to refund my money but instead gave me a store credit. I told her that I did not wish to do business there considering the quality of the items I received 4 (!) times! I also told her that a molded mattress was not something I wanted in my house again. She indicated that the [redacted] mattresses can get moldy related to "environmental changes". I asked her to further elaborate because I do not understand what that means, and my living quarters are actually more on the drier side versus a damp environment. She indicated that this happens with this mattress, that I paid extra for, after some time. When asking her to clarify "some time", I was told 3 days! 3 days?!?! It is not ok for a mattress to mold, for bed frame to break! I do not want store credit, I want a full refund! I did ask for a supervisor and was refused and I did ask to speak to Bob and was refused.Desired Settlement: I want a full refund, not a store credit. They offered me the couch credit $911.61, and the pad protector $52.61. They will NOT refund the delivery charge at all. I want everything credited back to the card I used. They are forcing me to shop there again and spend $1000. I DO NOT WANT TO USE THEIR STORE AGAIN!

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the concerns that

our customer has experienced with their merchandise purchased from Bobs

Discount Furniture and the lack of care/resolution they cite to have received

from our Customer Care Offices.

Mold on any memory foam mattress is related to the

environment the mattress is being kept in, there is a vast amount of public

knowledge available on this concern for all consumers alike to reference. As a

business we will take the mattress away with the sleeper sofa as the sleeper

sofa itself has a manufacturing defect concern and the attempts to make this

right by our customer have continually failed.

Upon an executive review of this concern it has been decided

that the best route to benefit our customer is to grant the monetary refund to

our customer for the merchandise, goof proof, and delivery charges remaining

from the original sales order. The refund credits are actively open for our

customer within our system and can be fully processed back to the customer’s original

method of payment once the customer makes contact with their retail location. We

advise that the customer make contact with their retail location within the

next five days so there is no chance of these open credits being voided for

lack of action.

For the customer’s reference I have posted some directions

below for the remaining steps left to gain access to processing the refund:

o

Anytime after 10am and before 9pm Dial [redacted]

o

Press the number one (1) on your keypad when you hear

Bobs voice.

o

When the office person picks up explain that you are

calling to get a refund processed to your credit card and provide them these

order numbers: [redacted]

o

At that point they will take the credit card

information from you and complete the processing.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My leather couch has a tear. Although I paid extra for goof proof protection, they told me they were not responsible.Desired Settlement: To fix the tear.

Business

Response:

Good Morning Revdex.com,

While we apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us, in accessing this customer’s records with Bobs Discount

Furniture and the [redacted] company I show no report of any “tear” concern on

this sleeper sofa purchased in 2012.

At this time we would ask the customer to

provide photographic evidence thru the Revdex.com channel they have selected to open

so our business can research what avenue, if any, is available to assist this

customer in resolving their concern directly with Bobs Discount Furniture.

[redacted] is known as their parent

company) is a third party company that solely manages the five year protection

plan this customer purchased and we have, for many years, experienced a vast

amount of approved claims through this third party company. Our customers are

usually very happy with the outcome of their reported claim however like any

other protection plan there are terms and conditions in place to keep

resolution offers fair for all consumers alike.

The customer is welcome to contact [redacted] directly

(###-###-####) and follow the normal process for filing a claim thru their

protection plan or we look forward to receiving and reviewing the photos

(as outlined below) so we can research the best route for this specific claim

directly.

-Minimum 3 Photos of the Sleeper Sofa:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa

- 1 Picture that

clearly shows the damage mark at close range

-1 Picture that clearly shows the damage mark

at a distance

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: attached are the pictures requested. I would like to keep the case open until it is resolved.

Sincerely,

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.

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: On 8/25/2012 the sleeper Queen size sofa that I, [redacted], had purchased from Bob's discount furniture was delivered. I didn't receive the matress that the sales associate,Mr.[redacted] promised that I would receive upon delivery. Several phone calls were placed to try to correct this mistake that was made, to no avail. Another call was made for assistance on 7/15/2013 @ 11:15am to have a replacement for the bedframe sent to us, but once again, to no avail. Bobs furniture isn't honoring the 5 year warranty contract that we have with them. Instead of giving us a replacement sleeper sofa unit, they are waiting for their 1 year customer guarantee warranty for replacements and customer satisfaction to expire which will be in 8/25/2013. Furthermore, as a returning customer of Bob's Discount Furniture, I am very disappointed and dissatisfied with the service that I have received from Bob's Discount Furniture.

Product_Or_Service: 8/11/2012

Order_Number: XXXXXXX

Account_Number: bobs furniture

Desired Settlement: I would like to have a replacement Sleeper Queen Size Sofa and the foam mattress that had been promised to me by Mr. [redacted] delivered as soon as possible. Would your agency kindly assist in resolving this matter as quickly as possible? Thank you so much. [redacted]

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture.

Our records indicate that shortly after delivery you expressed concerns with comfort/quality of the sleeper mattress, as a result on, 8/25/12 a return order was placed in the system allowing you to choose a different mattress. When the credit was not used by October 2012, the credit was voided. I will be happy to reinstate the credit allowing you to return the mattress and purchase the 4.5inch bob-o-pedic memory foam mattress, at no charge.

In regard to the sleeper frame, a service technician is scheduled to inspect the item on 7/19/13, if he determines a defect is a present, we will explore options for recourse as defined by the manufacturer warranty.

Review: I visited Bob's Discount Furniture Store on 7/29/13 and knew exactly what pieces I needed. Sales person made sure all pieces would be delivered at the same time. My purchase is part of a great big Birthday surprise for my daughters, who are away for the summer. They scheduled me for delivery on 8/24, and receipt show all pieces would be delivered together on set date. Just got a call on 8/17, one week before notifying me that two pieces would not come one time and would be delivered 8/31. Mr. [redacted] highlighted the delivery dates clearly on my receipt to show that they would keep their word. Everything seemed to be coming together nicely, I got this call.I have discarded all the old furniture buy new curtains, accessories for the new furniture and then am left high and dry.NOT ACCEPTABLE!!!!!I have attempted contacting customer service, who shows no concern what so ever. There is no commitment to their service philosophy. Even after I told them that I receipt with delivery confirmed for every piece, THEY DID NOT CARE!!!!Tried to get Email for CEO, [redacted] and they claimed they did not have it. So no resolution. The customer service agent seemed to want me to cancel order, I guess that would make everything easier for them.

Product_Or_Service: dresss and mirror

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I would the CEO to contact me and step up to the plate. He company gave me his word and I am an explanation, why Bob's Furniture has no honor?

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your account and apologize that the merchandise availability has altered your plan to surprise your daughter. As the parent of a young daughter myself, I understand your frustration and apologize for the delay and inconvenience.

When merchandise is on back order we are provided an expected date of arrival from the manufacturer, for reasons beyond our control this date is subject to change. I can only assume that your salesperson scheduled the original delivery date, expecting that all the merchandise would be available for delivery.

Currently delivery of the dresser, mirror and chest are scheduled for 8/31/13 and the bed was successfully delivered on, 8/24/13. Your business is appreciated and we apologize for the inconvenience.