Bob's Discount Furniture

Review: I visited the store for the second time on Wednesday February 11th to purchase a four piece sectional from **. We had visited a store prior to that but they didn't trerat us professionally. Once purchased the delivery time was set for Monday feburary 16 with both my husbands number as a contact and my number. I was contacted a few days later with delivery time. When the delivery day came I never heard from them, they called my husbands number didn't get an answer but they never called the secondary number on file. My mother in law which happened to be at the house due to an emergency they had, called me to tell me that the delivery team was there so long that they were leaving. I was very upset since they never called. My mother I law explained that we needed the sofa and explained that we had a little emergency if they could come back. The delivery team called customer service to make sure they could bring the soda back and the customer care rep told her they would hold the sofa until I called for a redelivery since they said they could no longer wait and had to leave. I called customer service and they told me they could not redeliver the sofa because once the sofa was unable to be delivered it goes automatically back to the company I asked him when was the next time they could deliver it and they proceeded to tell me that the sofa was now sold out I explain to them that I paid for the sofa and I needed this particular sofa they told me it was no longer availed and that I should have made myself available for the delivery team I explained to the customer care representative that they never contacted me they never called me and then proceeded to take directions from someone that was not myself someone that did not pay for the sectional I explained that they should've called me and got directions from Me and no one else. They explained that the soul but was still sold out and they cannot do anything about it they explained to me that the sofa would not be available for delivery again until March. I explained to them that I bought the sofa to make sure it got delivered before that Friday because it was my son's birthday and we planned a party. Since they refused to help me, I called the manager at the store that I purchased the sectional. He explained to me that my sofa was now sold out and no longer available he offer me another sofa the same color just with different arms and that he would be able to have it delivered Friday when I needed it. My husband and I went to the store but my husband was not happy with the arms that the sofa came with. I explained the situation to the manager and he understood. The offer to deliver the sofa anyway and then in March when the arms that I wanted would be available he would simply send out a delivery team to switch out the arms on the sofa and we agreed. That Friday the delivery was scheduled between 845 and 12:45 AM. I tracked it online and was sets of the liver at 9:05 AM I had somebody waiting in the morning waiting for the sofa. I got a phone call at 10:15 AM from the delivery person saying that they would be there in 15 minutes. 45 minutes later they still were not there and the person that I had waitingfor the sectional had to go to work. I call customer service to explain to them that the delivery team told me 45 minutes ago saying they would be there in 15 minutes and never showed up and I need them to hurry up because pretty soon I would no longer have somebody available to wait. They proceeded to tell me that they don't know what happened but they cannot get in touch with the delivery team but that they didn't know why they called me they still could see that they had one more stop in front of me at this point it's been an hour. I asked to speak to the manager because the lady was not able to help me or get in touch the team.The manager proceeded to tell me that there's absolutely nothing that he could do for me and that they were still with in their delivery promised Time of 845 till 12:45 AM. I told him that I understood that unfortunately when they called me and told me 15 minutes I expect them to be 15 minutes maybe even a little later but not this point my person has been waiting for an hour and a half. The person I had waited have to go to work I explained to him that they needed to go to work he proceeds to tell me that it nobody was available and they would have to reschedule me for delivery once again. I explain how unsatisfied I was with their service and how I was sold the store but they cannot understand the situation or how I perceived it. I told him I was about to cancel everything and never do business with them because I cannot believe the unprofessionalism I even asked be compensated he explained to me that he cannot do absolutely nothing for me you going to contact the team he cannot compensate me because they don't compass a customers unless they receive the merchandise. I asked to speak with his manager and he told me that I would have to wait up to 48 hours to receive a phone call I simply end of the conversation I simply ended the conversation since it was getting nowhere. Finally an hour and 45 minutes later the team showed up getting the couch into my apartment they broke the molding in three pieces didn't put the sofa together and left it in the plastic in the middle of my living room. I was extremely upset and called the manager in the store one more time to speak to him to see what he can do for me and I want to guarantee that when this next delivery comes March I didn't want to have anymore problems because at this point I was fed up. The manager that I had already spoken to that had accommodating me previously was not there anymore they asked if I wanted to speak to another manager and I agreed. Another manager came on a woman and I explained to her the situation all the trouble that I've been having with this company I was extremely unsatisfied with unprofessionalism and with the service that they have provided me with I explained to her that I wanted a guarantee of some sort that the next delivery of March I would not have this much problems with. She explained to me that delivery was set for March and from what she could see there shouldn't be any problems but that she cannot guarantee me anything and proceeded to say to me "ma'am don't you know that nothing in life is guaranteed". At this point I was beside myself so far no one has been able to help me and now she does managers being rude to me. I explained to her I understand nothing in life is guaranteed but I do expect professionalism and satisfaction from a company that the satisfaction guaranteed I was nowhere near satisfied. She simply said that they would do the best they could. I ended the conversation because once again I saw myself getting nowhere. Till this day no one has contacted me with an apology a compensation or even just an explanation and I've already told them I refuse to do any further business with them and I would not like anybody to go through the experience that I've gone through to this dayDesired Settlement: I want some sort of compensation for the headache the hassle and all of the time lost

Business

Response:

Good Morning [redacted],

I feel terrible and extremely embarrassed after reading about your experience with us. I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase.

Your comments regarding the service you received by our delivery, customer care, and at our store are very important to us. We want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for us. You deserve only the best service, especially when you visit Bobs. We have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action.

I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company. You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us.

To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduled. Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrival. On a very large scale out of 3,000 deliveries a day this process allows for a smooth completion of delivery. We communicate this via many facets to remain as honest and transparent as possible with our customers. As a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrives. For example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier or later than expected. We ask that someone 18 years or older be available for a full four hour window to prevent disappointments. We want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our control. As a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturer. While we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to us. Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us.

Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretion. We do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition. At this time we are looking forward to completely resolving your concerns on 3.03.2015 and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on 3.03.2015. We will review your account at that time and determine what type of apology offer we are able to make to you.

Kindest Regards,

Bobs Discount Furniture Corporate Customer Care Liaison%3

Review: This is the same complaint posted on Bob's Furniture WebsiteThe Goof Proof coverage you are promoting to be so wonderful is a complete scam. I called in a claim that is clearly covered on the documentation provided by bobs and the company denied my claim. Looking online I am not the Bob's customer with the issue. To add insult to it all when asked to speak to a manager I received a voicemail. I truly hope this is not how Bob's expects to keep repeat customers. Completely un satisfied. And I was going to let go of my horrible delivery experience but I guess Bob's conducts business ....unfortunatelyDesired Settlement: I want the services I paid for with the warranty protection or a full replacement or refund of my sofa.

Business

Response:

You can expect to recieve the sofa cushions within 4-6 weeks.Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as the details of the goof proof plan. I have learned that the goof proof claim for the sofa sectional was denied for excessive urine stains and the claim for the table was denied because you were unable to explain how the damage occured.

Although pet and human bodily fluids are covered, each stain must be reported separtely. As a courtesy, Bob's will replace the casing and core for the left and middle seat cushions on the sofa. The table we will scheldue a service appointment for our technican to touch up the scratch, dent or gouge, however we will need you to first identify the size, location and type of damage that needs to be serviced.

Review: I purchased a mattress about 11 months ago, from Bob's Furniture store [redacted]or $1300. After we received it, it was brought to our attention that if we didn't have the Bob's foundation our Bob's warranty would be void. So we spent another $500 dollars for the foundation. After several months I noticed the mattress was sinking on one side. We called the store and their technician came out to take a look and verified the mattress was indeed damaged as well as the foundation. He claimed it was because we didn't have a proper frame for that foundation. He also said that he was going to recommend a new bed but that we should get a different frame. We were supposed to receive a call from customer services after the new year but no one called. After we reached out to them they proceeded to tell us they are not responsible because it was our frame so it was our fault.

No where does it specify that the mattress requires special equipment to avoid damage. No one ever explained that a certain type of frame was required to avoid damage. Ironically, after further inquiry with Bob's staff it was also discovered that had we kept our old box spring we probably would not have had this problem. I also feel that it is difficult to prove that our frame caused the problem and it can be a defect in the mattress and foundation, since I have had my previous bed for over 10 years and this never happened.

I am very angry and frustrated at this point. We have been loyal Bob’s customer’s for years and have always told our friends and family about the great products and prices that they offer. This is the first time we have ever had an issue with Bob’s. Now we have spent over $1900 on a bed, which was a major purchase for our family and it is basically ruined and Bob’s is refusing to help. We had absolutely no idea about the frame. The salesman simply asked if we had a frame. Other than that, there was no discussion about any potential problems that the frame could cause. There was no explanation that if there was a problem, that our warrantee would be worthless.

I do not think it is fair to abandon a customer on a purchase such as this when the store did not explain the risks properly. In fact, since the salesman and the manager DID explain the risks of not buying the foundation from Bob’s and DID NOT explain the risks or even discuss the frame, by omission of that information Bob’s implied that the frame did not matter.Desired Settlement: We are asking for either: a full refund for the price of the mattress and foundation or replacement of the mattress and foundation with one of equal value or store credit equal to the price of the mattress and foundation

Business

Response:

Good Morning Revdex.com,

Please review the below

communications –from the bottom up and log as our response to this concern.

The customer and I have

personally communicated several times and our business has done our very best

to offer this customer resolution on a concern that is occurring far beyond the

control of our business.

[redacted]My

last response to the customer is listed first ( directly below)[redacted]

On Friday, January 22, 2016 8:39

AM, "Gauthier, Stephanie" [redacted] wrote:

Good Morning [redacted]

I do apologize that my example was

not perceived as I had intended it to be. How about this:

If the item you purchase from us, we will say sofa, does not fit thru your

doorway when we come to deliver it – the responsibility of knowing the measurements

to your home does not fall on our salesperson. A salesperson cannot be expected

to know what the environment the merchandise is going into is going to look

like, nor is it reasonable to hold any retail associate (from any business)

liable for a concern that stems from the environment the merchandise is in and

literally beyond the control of that business.

We did not sell you a frame and the fact remains that the products

we did sell you have no manufacturing defect concern within them.

Our technician’s report as

recorded– is listed below:

time in 1240

time out 1246

alfredo

matt was sinking- due to the type of frame they have, they don’t

have slats or bar going across

matt was up to standards

frame was purchased from another store not from bobs and doesn’t

work out with matt, needs new frame

Above Comments Added By C[redacted]On 12/31/2015 at 12:47

As you can see our technician did

not indicate that there was any defect concern within your mattress or

foundation and with all due respect if your foundation is sagging it is truly

because you are not supplying it with the proper support it needs at this time.

We recommended proper support for your mattress by selling you the foundation,

what we didn’t sell you is what is causing your concern – as fully indicated by

our Service Professional. If you were to put your mattress and foundation onto

a level surface (or into a metal bed frame) with proper support you would soon

see that there is no concern of sagging present within the products purchased

from our business.

The bed protector you purchased –

as indicated on its packaging is designed to cover the mattress itself against

staining, ripping, tearing and other accidental events that could happen to the

mattress material itself. The claim you are seeking coverage on does not even

remotely apply to the protection purchased for the mattress.

We have made you the most fair and

adequate offer possible and I apologize to you that our business cannot take

responsibility for a product that we didn’t sell you. As indicated before I

understand your position as a consumer and the best thing my business can do

for you is help you to get proper support for the mattress and foundation you

currently have.

I do hope you can see the value in

our offer and as a final courtesy we will offer (in addition to the $25.00 gift

card) to cover ½ the cost of any delivery fee associated with the purchase of a

king sized metal bed frame.

Kindest Regards,

Stephanie ** G[redacted]

Customer Care Corporate Liaison

Review: Hello, my name is [redacted] and I have been a loyal customer of Bob's for years but have become very frustrated and angry at the runaround I have gotten today. When I purchased my Woodmark dining set in September of 2011 I also purchased Goof Proof which the salesman told me would cover any and I stress ANY damage to the furniture for 5 years. Never mentioned what type of damage whether accidental or use, just ANY. Well yesterday the leg on one my chairs broke so I called your customer service which sent me to [redacted] which said because it was not an accident they won't cover it. This is not what the salesperson told me. [redacted] said if I fell on it etc then it would be covered but because I sat on it, it is not covered. Is this any way to take care of your customers? I have spent good $ at your store. What will you do to remedy this? My home # on my file is ###-###-#### but I can be reached on my cell phone which is ###-###-####. My invoice # was [redacted] and the item was purchased on Sept. 2, 2011. I would like this remedied as soon as possible with a replacement chairDesired Settlement: I would like a replacement chair.

Business

Response:

Good Morning [redacted],

I am sincerely sorry for the frustration and anger we caused

you to feel and I stress to you that here at Bobs Discount Furniture we

acknowledge that caring for our customers is the most important part of our

business.

Our records indicate that as of 8.12.2014 your concern has

been satisfied. Your account with Bobs Discount Furniture indicates that an

even exchange for your chair is scheduled to take place on 8.18.2014. Thank you

for purchasing our Goof Proof Protection plan as it is a very valuable option;

we do understand your frustration with the plan based on the sales experience

you allege to have had. I thank you for bringing this to our attention so that

we can continually ensure our customer’s sales experiences are honest and translucent.

Your account further indicates that we have canceled and refunded monies paid to

us from the plan in an effort to offer you complete satisfaction.

I apologize again that you were met with any inconvenience

while seeking to resolve your concern and I assure you that Bobs Discount

Furniture truly appreciates you as our valued customer.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: On 10 Oct '13, I went into Bob's Furniture to purchase a sectional and bedroom set. I also purchased a five year protections plan as I was told it would cover any incidentals. Upon receiving the sectional on 10 Oct '13, I notice that the sofa bed portion of the sectional would not close properly, so I call it into Bob's and another one was shipped out to replace. On receiving the second sofa bed, I notice the there was a gap between the cushion and the sofa bed opening. I was told that after the cushions relaxed, the gaps would close. I also questioned the delivery men about the lines that seem to be imbedded in the back of the sofa and I was told that was from being wrapped in the warehouse and would soon fall out. On 30 Oct '14, I notice a small puncture in the chaise lounge portion of the sectional. I immediately telephoned Bob's Furniture. I discussed my concerns about the issues I was having with the furniture and I also stated that your ad describes your furniture as being bonded leather and that your claim is it is leather everywhere the body touches; however, where the puncture is located, the seat is peeling and leather doesn't peel. He asked me to take pictures and forward it to them and that I was to contact [redacted] which covers any damages. Upon speaking with [redacted] I notice two small tears on the back of the sofa where the material seem to have been stretched too much. [redacted] stated they would cover the puncture, but not the small tears. This furniture has been barely used. I don't have small children and I live practically alone and spend all my time in my media room. It is no way this furniture should be peeling, gaps still between the cushions and the frame, and distracting lines still on the back of the furniture.Desired Settlement: I would like Bob's Furniture to reimburse me a full refund and in return pickup their merchandise, because they misrepresented themselves with both the bonded leather claim and protection plan. I have never seen bonded leather peel like faux leather. The sectional is the Allure 3-piece package with queen sleep sofa mattress. The sectional costed $1499.00, the queen sofa mattress costed $99.00 and the protection plan costed $149.99 for a grand total of: $1747.99 w/o taxes.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] via phone today (8.01.2014)

and apologized to her for the lack of care that was initially applied to her

claim. [redacted] has agreed to reselect to another item from our showroom and I

truly thank her for her willingness to work with us to resolve her concerns. I

apologize to [redacted] that any of her valuable time was wasted as she was seeking

help for this distress and I have provided our customer with my direct contact

information for any future needs.

Thank you for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: On September 23 2010 I purchased a sectional couch from Bob's Discount Furniture. My only requirement was that it had to be leather. After working with my sales consultant we selected what we were told was leather. Now after 3 years the plastic which covered the fabric is peeling. No part of my couch is leather. I contacted Bob's and filed my complaint and emailed pictures of the condition of the couch to their customer service department. After no response and a 2 week wait I contacted them again. This time speaking to a manager. After that conversation I was assured that they would be in touch with a solution. I was very reasonable and all I was asking was to select a leather couch from their "Pit" where the damaged merchandise was sold. Being that the couch was a few years old I thought that was extremely fair. I have not heard back from them and it has been over a month now. We are embarrassed to have company and did not want to replace as we were waiting on Bob's response. I have my receipt from my purchase stating I was purchasing a leather sectional in 5 pieces. They often advertise "leather everywhere you sit", but everywhere you sit the plastic is peeling in large sheets, and the fabric is exposed. I have contacted my local television news stations as well as local newspapers in hopes that others don't fall victim as well.Desired Settlement: After giving them over a month and a half to rectify the issue I have now purchased a sofa elsewhere. Originally I just wanted a suitable replacement, but being that they could care less about my business I would like a full refund. I was lied to by my sales consultant as well as Bob's Discount Furniture about the materials used.

Business

Response:

Good Evening [redacted],

I am very sorry to hear that you are so disappointment in the

overall performance of your product purchased through Bobs Discount Furniture.

I also apologize that you never received the follow up you were promised and

have been waiting so long for this issue to be resolved. I assure you that Bobs

Discount Furniture cares very much for each of our customers, no matter what

year they purchased their furniture in.

Our records indicate that you picked this sectional up in

September of 2010 and first reported this concern to us in January of 2014.

Bobs Discount Furniture offers living room products in bonded leather and 100%

top grain leather everywhere the body touches. Bonded leather is a real leather

product that is adhered to a backing comprised of a different material.

Depending on the amount of use a bonded leather product is receiving it is

considered normal after several years for the leather to start separating from its

backing. Body heat from normal use causes expansion within the two different

components and these materials start to separate from one another. The high

traffic areas of the product such as the seats, inside back, and arms will show

the most wear initially when expansion starts to become present. The time of

sale is a very exciting time for not only you, but also for your sales person.

I know our intention was never to mislead you and as Bobs is a company takes

pride in being honest and transparent with our customers I assure you, you were

sold a leather set.

Please know that I do have a vested interest in helping you resolve

your concern in any way that I am able to. Can you please respond to me with

the pictures of the set you have indicated that you previously sent to us? I

have looked through our photo box records and I am unable to locate these

photos. Can you also confirm with me if you still currently have this set in

your possession? Again, please know that we do care about your concern and

after reviewing your photos with my Service Manager I can respond back to you

with what, if any, resolution we may have to offer you relating to this

concern.

Thank you for your time [redacted] and I do hope to hear back from you

soon so I can get to work on trying to help you resolve your concern and

restore your faith in our business.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: First off this is for Bob's location in [redacted], PA. I ordered furniture, furniture that I did not order was delivered to my house, delivery guys trashed my house and left some other persons bed rails at my house, those bed rails were leaned in hazardous manner which resulted in them falling over onto my 5 year olds head and leaving a serious goose egg. Also during this delivery I did not receive a cheat of drawers. I spoke customer service and they said they had to find it before they could redeliver one. They said that I had to go back to store to reorder the bed I was supposed to get rather than reprocess the order. Well I went to store reorder bed and then upon its delivery, which included the chest of drawers I never received, every single piece was damaged. I spoke with customer assistance again and stated that this is now a week that I have not had a bed for my daughter and 3 days of work I have had to miss due to this, which equates to $150 a day, so all in all I have no furniture lost $450 worth of gross pay due to their errors. When attempting to resolve with custome service all they kept saying is we will have to look into to it and ensure the items are damaged, even though their delivery company spoke with them while at my house and said it was all damaged. They took no concern for the fact of not once but twice they screwed up or that my daughter could have been seriously injured. They mislead you on the quality of the products and I knowe this because the delivery guys showed me how many damaged items they had to take back from 5 deliveriedeliveries and theready was at least 4 items other than my 5 items that were damaged. People should be warned not to buy from then bc they will never get what they ordered.Desired Settlement: As much as I would have liked the furniture, I feel as if I will never receive it in good condition. All items ordered were returned to the delivery team. Only way I would accept the furniture and order is if I was guarenteed it would not be damaged upon arrival and received 25% off my entire bill for the hassle. I am filing dispute with credit card company. They should not be paid for services not rendered.

Business

Response:

Good Morning Revdex.com,

I called and left a message for [redacted] today (1.21.2015) at the daytime number

she has provided to the Revdex.com.

I advised the customer of my direct phone number and ask that you please pass

this along for her use ###-###-####.

We are truly very sorry for the frustrations that our

many failures have caused our customer and given that there are many specific

pending details to confirm with our customer, we are seeking to speak with the

customer on a verbal basis if at all possible.

Should[redacted] prefer our responses be provided in writing

only thru the mediation channel she has opened with you please ask that she

write back to this response indicating so and we will comply with her

communication request.

Kindest

Regards,

Bobs

Discount Furniture

Review: I purchased a bed set from the online [redacted]. After getting into the bed for the first time, the box spring broke. The bed now sags heavily in the middle and is unusable. Bob's Discount Furniture claims that they will not cover the damages nor replace the broken bed citing a vague sentence in their warranty. It states that "merchandise purchased from our Pit...that is not brand new/factory fresh is excluded" the customer service rep said that bedding is not covered, however the warranty does not say anything about that.Desired Settlement: I would like to be refunded for the broken box spring or have it replaced.

Business

Response:

Good Morning Revdex.com,

We have been in contact with [redacted] and have offered a

form of accommodation to Bobs Discount Furniture for the inconvenience [redacted] product concern has caused her. Our accommodation offer was meant to help

[redacted] in the event she wanted to purchase a new foundation that carried a

factory warranty. [redacted] declined our

offer and we apologize to [redacted] again that we cannot honor her desired

settlement request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bob's Discount Furniture offered me a $50 credit to use at their store, however, my purchase was $233.00. I don't agree with the policy and feel I was sold damaged merchandise upon first use. I looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my home. I feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise.

Sincerely,

Review: Purchased a dining set from them in 3/2012. Paid an additional $100 for a 5 year warranty that they call Goof Proof. They told me it would cover rips, stains, cracks, everything but my dog chewing on it. The chairs are falling apart. Button came off, leather splitting. They won't cover it. It happened within the first year of me owning it and they did replace the pieces. Now its happening again and they won't do anything about. I own the set for less than a year and a half and they won't honor their warranty. They sell it as one thing and then when you try to make a claim they tell you its something completely different. Saw 15 reviews on [redacted] that had the same experience with them!Desired Settlement: Want the chairs replaced! Want them to stop deceiving people about their Goof Proof warranty!

Business

Response:

Good Afternoon Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you are disatisfied with the quality of your dining chairs and goof proof plan.

Goof proof is designed to provide coverage against most in home accidental. According to our technican, the cracked "vinyl" on the seats and backs of the chairs is not repairable and the buttons can not be reattached; The technican found no defect present. We have previously replaced (2) of the chairs and unfortunately based on the expiration of the manufactuerer warranty and technican report/cause of damage we are unable to offer another replacement. You may purchase replacement parts and we will install at no charge to you.

I will be happy to send you a duplicate copy of the goof proof plan, upon your request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First I never received any copy of the goof proof plan. Just the salesman's word when selling it to me of how if anything happens to the dining set within five years it is covered, short of my dog chewing on the wood. Second, your commercials on t.v. make it seem that the furniture being sold at Bob's is the same quality or even better than those more expensive name brands. So why should we pay more when we can get something better for less from you. When in fact the old saying applies here, you get what you pay for. Cheap merchandise at a cheaper price! There are several reviews online of customers with complaints about your merchandise cracking and falling apart and how they were also dooped by your "goof proof" warranty also. I find it funny that I can do something to harm the furniture myself and be covered under the goof proof warranty but when it falls apart of no fault of my own because it is cheap [redacted] in just over a year that is just too bad for us. The fact that the same thing has happened to our chairs with in the first year of ownership and now again within less than two years of ownership proves that the materials are defective and won't last. So basically your stand on your 1 year manufacturers warranty is our furniture won't last more than a year and after that your on your own...sucker! Very unethical!! But I guess in the end I will have the last laugh because we are about to embark on some home renovations which will leave us in need of new bedroom sets and a living room set. Guess who won't be getting my business. So instead of you standing by your merchandise at very little cost to you, you will now loose "thousands" of dollars in future sales. That's too bad too because I really had my eye on your [redacted] Bedroom set for my new master bedroom. Glad I learned about your lack of quality and deceptive ways before I got in any deeper!! I will also inform all guests who enter my home and see our basically new but falling apart chairs and enlighten them of where I purchased them from so they don't waste their hard earned money. I will also contact my local news stations and see if someone like [redacted] would be interested in our story to inform the public of Bob's Discount Furniture and their deceptive way of doing business and selling poor quality merchandise. I think there are enough online reviews of your company to back my story!!

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize you remain disatisfied. The goof proof plan was given to you at the point of sale; when you recieved the "goof kit" the detailed plan was located inside in the box. The chairs have a vinyl back and they are being compared to vinyl chairs sold by other retailers; You may find the same chairs made of genuine leather that would be of a different quality.

Since we have already replaced 2 of the chairs as a courtesy, we are unable to offer another replacement, especially since the damage is unrelated to a defect. You may purchase parts and we will install at no charge.

Review: This complaint is about the product delivered and the lack of customer service. It is impossible to reach a person LIVE on the phone at Bob's Discount Furniture. There is an issue with a leather sectional sofa I had purchased and I cannot reach anyone in customer service to discuss the problems with the product that was delivered to me on September 3rd, 2013. This has been going on for almost 2 weeks.Desired Settlement: I would like a service person to come to my home to look at the sofa and see if it can fixed, or I would like a replacement.

Business

Response:

Good Afternoon,

I spoke with Mrs. [redacted] on, 9/20/13 and she expressed the diffuculity and frustration she experienced while attempting to contact our Customer Care department on multiple occassions regarding her merchandise concerns.

Mrs. [redacted] has since been able to speak with multiple customer care agents to have her merchandise concerns addressed. We are replacing the [redacted] sofa portion of the sectional and a technican is scheldued to inspect and repair the [redacted] sofa on 9/25/13.

Bob's Discount Furniture appreciates Mrs. [redacted]'s business and apologizes for the frustration and inconvenience we have caused.

Review: I have purchased a bedroom set $999.99 and a marble pub dinette set $599.99 in March. I have been have problem with quality of the furniture. I have contacted Bob's furniture at least 5 times for repairs on new furniture. First, it was the dresser the door was stuck and didn't close proper. The replace with a new dresser than this dresser the edging was coming off. They repair on 8/22/13. The pub dinette table the glaze/finshed was make spotted and was coming off. The replace table 8/23/2013. The replacement table has chips on the edges of the marble table top. Contact Bob' Furniture today about that they told me the discountiued the dinette set and issued me a store credit. I do not wish to purchased anything else from Bob's because of the poor manufactured problems. I would like my full refund for the dinette table. Since, I had to contact them on numerous occasions for repairs on the new furniture. I had a schedule appointment for August 27th for two chairs that the legs are uneven and the chair wobble because the front right legs are not even. Bob's said I could trade it for another table but I had to pay for delivery fee. I have already paid delivery fee the first time. It is not my fault the furniture was defective.Desired Settlement: Refund my $599.99 plus tax or I pick another table with free delivery since I paid for this service originally and due to I had so many problems with the dinette set.

Business

Response:

Good Morning Ms. [redacted],

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

I am pleased to learn that we have addressed and resolved your concerns as they relate to the dresser and dining set. You selected a different dining set and delivery was successfully completed on, 8/27/13.

Please be assured that Bob's Discount Furniture stands behind the merchandise we sell. If you should experience similar concerns within the next year, please contact our Customer Care department and we will explore all possible options for recourse.

Consumer

Response:

This is my second complaint to Revdex.com about this company. The August the 23 Bob's furniture delivered me another Marble Pub table. After the set the table up I notice the new replacement table had chips on the edges. I contact Bob's furniture. The then informed me that they had just discontinued that table set and will replace with a [redacted] 4 piece package which was delivered on 8/27/13. That table came damaged from out of the box. The left two chairs -those chairs are damaged as well is the leg on the back right is crack when the delivered. I contact Bob and asked them to replace the two chairs with another bench customer service agreed. The scheduled date for another [redacted] table and bench was scheduled to delivered on 9/2/13. I received a call stating that they can not be able to replace this new table until 9/12/13. Since all of the furniture the bring me is defected. I want my full refund and not a store credit. If not, I will have to take them to small claims court to get my money back. I tried several dinette table all was damaged. I took pictures of the furniture for proof.

I would like my full refund because each table and chairs set the send is damaged.

Business

Response:

Good Morning Ms. [redacted],

I have processed the necessary paperwork allowing the return and refund of the dining table, stools and bench.

Please contact our customer care department to schedule a date to pick up the stools and bench. Once pickup is complete, please contact the store with your credit card information to complete the refund process.

Business

Response:

Good Morning,

The balance owed to Mrs. [redacted] is from the return of the stools and bench that were picked up on 9/5/13. Refunds are processed 7-10 business days after the merchandise is picked up and returned to our warehouse. The refund paperwork has been processed and Mrs. [redacted] will now need to contact the store and provide her [redacted] information to complete the refund process.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Today is September 26, 2013, still no refund back to my credit card. This is very frustrating and bad business. I need my money back ASAP.

Sincerely,

Business

Response:

Good Morning Ms. [redacted],

I apologize for the refund delay. I assure you that the funds have been released and ask that you please allow an additional 5 business days for the credit to post to your account.

Review: I took my 5yr old some with me to buy furniture for his room I saw a chest of drawers he loved and the price was right so I thought the price displayed was $179 I asked for assistance to pay for the chest and at the register was told that the sign says $279 I asked for a manager and one was not provided because my son was there and he loved the furniture I decided to not argue in front of him. I took several pictures of the sign to show but no one would honor the price displayedDesired Settlement: I have proof that the price displayed on the item was $179 and I paid $279 my resolve would be to get a refund of $100

Business

Response:

Good Afternoon Revdex.com,

Our records show a refund to this customer’s charge

card processed on 12.16.2015 (one day after the purchase was made).

At this time we consider this concern closed as

resolved.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased several pieces of furniture from Bob's, and also the additional 5-year Goof Proof Coverage.

Since then have attempted to get repair for almost all of the items and have been denied all but once telling me that they are not covered even though we are still well within the 5 year period.Desired Settlement: I would like repair or replacement of my loveseat, and repair or replacement of 2-3 dining chairs.

Business

Response:

Good Morning Ms. [redacted],I have reviewed your account history with Bob's Discount Furniture as well as contacted our internal Guardian goof proof department to gain a better understanding of your recent claims.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reported. There have been two claims filed since 2013; the first claim was reported in August and detail issues with the loveseat leaning to one side, springs popping out and a broken leg on the dining chair- all of which you stated occurred while the merchandise was being moved or in transit. That claim was denied for the following reasons; * Frame damage unless the result of a specific accident is not covered. *Damage that occurs during transit is not covered *The damage was not reported within the required timeframe.One year later you reported similar damage but because the previous damage had not been repaired, the claim was denied. Although the one year manufacturer warranty has expired, if you send photos of the loveseat we may be able to explore the option of service or parts. Pictures can be attached to this complaint.Thanks,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The initial time that I called for service was following our move from [redacted] to [redacted]. The Loveseat was having a problem with the seat back on one side where it was slanted and no longer sat correctly in place. I also called on one of the dining chairs which had a broken leg. When my claim was denied, I ordered a replacement chair leg at my own expense, which I never received.The second time I called for service, it was for NEW DAMAGE to the loveseat. The Foot elevation on the loveseat was broken after one of our guests was a bit rough with it... it reclines, but it will not close. You once again declined the claim saying it was due to the aforementioned move, even though I clearly stated it was NEW ACCIDENTAL DAMAGE. This was NOT a problem before I called this second time. I have since had to wire the foot of the recliner shut and we are unable to use it since it won't stay closed on it's own. I also reported some springs that had popped out, and this was also NEW DAMAGE.The third time I called last week, I was reporting again NEW DAMAGE. The new damage is a tear in the leather behind one of the recliners, and also leather on both seats that was damaged by someone putting their feet up on the seat with shoes on. I once again clearly stated that this was NEW ACCIDENTAL DAMAGE, and was told that damage to the leather was not covered after 3 years, even though the GoofProof (THAT I PAID EXTRA FOR) is supposed to cover accidental damage for 5 years. I also reported that 2 of the other dining chairs (we only have 5 now since we never got the 6th chair repaired by you), now have damaged leather from scraping against one another. Again... this is NEW DAMAGE to 2 DIFFERENT chairs in the set... and again I was told that damage to leather is not covered.Is there anything the Goof Proof DOES cover? Photos attached.

Sincerely,

Business

Response:

Dear Ms. [redacted] I understand that you are reporting separate incidents to Guardian however, prior damage must be repaired before reporting a new claim and the amount of damage you have reported is excessive and preventable- some of it is normal wear/unrelated to an accident (chairs). Given the information provided in your most recent response, Guardian will not overturn the previous denials.As a courtesy, I have processed the necessary paperwork to replace the loveseat; please contact the store or our customer care center to schedule a delivery and pick up date. Please understand that there may be a difference in the dye lot of the new loveseat vs. the sofa (old vs. new), which is beyond our control. Unfortunately, there is no recourse for the dining chairs; you may either purchase new upholstered seats at $45.00 each or a completely new chair for $79.00. The chairs have a vinyl cover, the damage is unrelated to a defect or specific accident (rubbing together is not an accident but rather wear and tear); therefore there is no recourse available- however, the goof proof plan is still in effect until March 2017.

Review: I bought recliner sofa from bobs furniture. Bobs provides Goof Proof plus plan for extended guarantee to FIVE years. I bought Goof Proof plan for my recliner sofa. Two weeks back I reported to bobs that my recliner is not closing properly and cushion also going down and it is causing severe back bone pain. However bobs and its other service provider [redacted] both are saying since it is used sofa they don't repair. I bought the sofa to use it and not put as a show piece. I bought the Goof Proof Plus for extended Guarantee. I spoke couple of customer care people and every body is saying Good Proof provides extended guarantee but they are not repairing my sofa. This is causing severe back bone pain day by day. Please help me to repair my sofa by bobs furniture.

Thanks for your help.

Best regards,

[redacted]Desired Settlement: I bought Bobs Goof Proof Plus plan which is a guarantee plan for FIVE years. So, they should repair my recliner sofa. It helps from my back bone pain.

Business

Response:

Good Morning Revdex.com,

Our records show that this item was delivered on 02/17/2011.

We have received one call for service that was dispatched on 12/12/2015.

Our technician’s report was logged as follows:

December 12-2015

In-1045

Out-1107

Tech-Christian

Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer

threw it out), circuit board ripped it out, hole on the back center

all damages are Customer

Caused and the overall condition of the item is deemed to be fair

Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at

11:19

Our company provided this

sale (in 2011) with a one year guarantee against the occurrence of factory

defects. We have already completed a courtesy to this customer by dispatching a

technician at no cost outside of our responsibility to this item. The only

remaining protection on this item is related to a plan purchased at the time of

sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We

stand behind the quality of our product in the event of a manufacturing defect

however based on the technician’s report that confirms no defects present,

several items actually missing from the furniture, holes in the material, and

the length of time that has passed since delivery with no report of concern

provided to us –nearly four years- we

are unable to offer further recourse for this item.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered furniture from [redacted]'s which was delivered on May 1. When I returned home after they dropped it off, I noticed the movers [redacted]'s used for their delivery scratched up the newly redone floors of my apartment. Our brand new rug was stained by rubber streak marks, and the furniture itself was damaged by the movers. All transactions for the purchase and delivery of the furniture was through [redacted]'s who I paid over $2200 for the entire purchase. I contacted [redacted]'s immediately with my complaint. The manager of the store, [redacted], assured I would be taken care of by their customer care and claims department and asked me to send photo documentation of the damage which I did. I was not contacted by them. I waited 5 days and after several attempts, was able to reach [redacted]. He assured me again that the issue would be taken care of. After multiple calls to the office and finally to the claims department I was finally directed to resolve the issue with the movers directly a month ago. I sent them my complaint and tried to contact them several times since. None of my messages have been returned.I was initially in contact with [redacted] there and issued the claim number [redacted].Desired Settlement: As I mentioned to both [redacted]'s and [redacted]. The total damage for the floor, rug and furniture was $900. I would like the full amount in a lumps sum.

Business

Response:

Good Afternoon Mr. [redacted],

You and I spoke on, June 9th in regard to the property damage. I have been working closely with our delivery managers and they have agreed to settle your claim in full for, $900. You can expect to receive the refund check within 10-14 business days.

We appreciate your patience and business; We apologize for the damage and inconvenience.

Sincerely,

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: I purchased a lot of furniture in 2011. I also purchased a goof proof plan which covers stains, etc to furniture,etc. I called the goof proof number. Firstly, I was on hold for 45 minutes. secondly after I gave my information, I was told my claim was denied because I used another product to try to clean the sofa. The truth is that when I looked for the product I thought I used, I couldn't find it so I told I that I was probably mistaken. She told me that the call was recorded and that is not what I said before. no where during my wait on hold or when the call was answered was there any mention of having the calls recorded which I believe is against the law to do. I told her I must have been mistaken and she wouldn't hear of it because it is not what I said. I was recorded without my permission.Desired Settlement: I would like a technician to come out and clean the spot(not very big) on the sofa as per the warranty

Business

Response:

Good Morning [redacted],

Goof proof is designed to provide coverage against accidental stains, when properly reported. It is recommended that when a stain occurs that you use the Goof proof cleaning solution given to you at the point sale. If the cleaning is successful, then there would be no need to file a claim however, you can not use any other product without contacting [redacted], first.

There is a pre-recorded message when contacting [redacted] that indicates the call may be recorded for quality and training purposes.

Bob's Discount Furniture appreciates your business. We have two courtesy options we can offer you; You can choose to have setup up a "billable service" appointment for $79.99 and we will send one of our technicians to your home to clean the stain, as best as possible (depending on what type of stain it is and how long ago the accident happened) or we can cancel the goof proof plan and issue a refund, equivalent to half the value of the plan.

Please let me know which options works best for you.

Sincerely,

Business

Response:

[redacted],

The billable service is a set charge and I am unable to edit or adjust the fee. Your goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $79.99 for the billable service or hire an outside cleaning company to clean the entire sofa.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the goof proofplan expires4/16 since items were purchased in 2011. The $20 refund does nothing for me. I am sure the cost could be split for good customer relations and future business

Sincerely,

Review: [redacted] purchased a couple of items totaling over $3000 and from day one there were missing pieces or misplaced items. They either brought the wrong bed frame or the wrong color item or etc. I am aware that mistakes can be made, yet three times in a row, at this point it's not a mistake and it seems intentional. I myself have 6 years doing Military logistics and never once have this happened continuously like this. I have emailed the customer support; myself and my mother have both tried to resolve this issue through the phone. We were told that we had to wait an additional week for them to send the (hopefully) correct items. YET my mother is "WITHOUT" a Bed and other missing Items.Desired Settlement: We would like a "prompt" and correct delivery of our items. The CORRECT items.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for any inconveniences that we have caused

[redacted] and the concern we have caused her son during the sale and delivery

process for her bed. I spoke with [redacted] today (6.24.2014) via telephone and

confirmed with her that her correct bed is scheduled to be delivered tomorrow

(6.25.2014). I have explained to [redacted] how much we appreciate her extreme

patience with us and I have assured her that our mistakes have not been

intentional. It is very embarrassing to fail your customer one time, let alone

several times and we are working at full capacity to ensure a successful

delivery for [redacted].

I have also made [redacted] aware that I have placed notes in

her account indicating that while it is not our normal procedure to do so we

would like the opportunity to discuss compensating her as a further form of

apology with a Bobs Discount Furniture Gift Card once she is fully satisfied

with her merchandise.

Thank you

Revdex.com for providing us with the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison