Bob's Discount Furniture

Review: bought sofa and love seat which are caved in and sofa cushion ripped from seem also leather pealing from love seat

I went to bobs to by a sofa and love seat.I went with the leather set . paid $1700 dollars for set and bought extended warranty because the sales person told me if anything happens you insured. a couple month later the sofa caved in and bobs replaced it . now two years later both sofa caved in and sofa seat cushion ripped across seem and love seat leather is peeling. called bobs and they said there is nothing that they could do which is a shame because I never paid this much for such a poor quality sofa and love seat. I think this is unfair that i'm stuck with this couches that I have to junk and purchase new ones.im definitely not spending anymore of my hard earned money at bobs ,they didn't even tried to meet me half way in this situation. they gladly take your money when you walk through the doors and then forget you as a custumer.so upset ,they shouldn't sell a product that's not worth buyingDesired Settlement: I would like the sofa s replaced I mean who has to replace a sofa and love seat ever two years. I bought the best bob offers and a im not satisfied how this ended and basicly was told tough its your problem I would like someone to reach out to me to try to solve this issue im a loyal customer to whom respects and appreciates my bussiness

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

Good Morning [redacted]

Thank you for choosing Bob's Discount Furniture.

I have researched your account and apologize that you are dissatisfied with the quality of the living room set.

According to the reports provided by our technician, the damage to the frame and ripped cushion is unrelated to a defect. Given his report as well as the 2011 delivery date, customer care was unable to offer recourse. Unless the damage is the direct result of an accident within your home, Goof proof would not provide coverage.

Please forward 2-3 pictures of the damaged area(s) as well as the overall condition of the furniture; I will view them with our service manager and follow up with you. Pictures can be submitted to, [redacted].

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: 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: 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 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: 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: I brought a leather couch set from Bob's and also purchased goof proof insurance which they seem not not to honor.After going online and seeing other people with the same complaint. I had to do something I feel Bob's is ripping customers off. And selling what seem to be false lether. Because leather should not be peeling or just ripping for know reason. I would like them to honor what they sell their customers.Desired Settlement: Replace or refund.

Business

Response:

Good Morning Revdex.com,

I am not certain when this complaint was originally sent to

you however our records reflect that on 5.28.2014 our customer has received the

resolution sought directly through Bobs Discount Furniture. I apologize that

our customer was experiencing any difficulty in using the Goof Proof Plan. We absolutely

honor the value of the products we sell and as an example of that our records

indicate that this customer’s Goof Proof plan was used to cover the complete

cost of replacing the product which is a cost far greater then the revenue

collected from this plan.

We do not deny that there are other complaints regarding the

Goof Proof coverage we sell but in all reality I answer these complaints and

the majority of these concerns originate from consumers not fully educating

themselves on what the protection they selected to purchase actually covers. We

welcome any inquiries from our customer prior to them contacting the third

party company that manages their protection plan so we may have the opportunity

to fully educate them if they have not reviewed the terms and conditions of

their plan. The time of sale is meant to be an exciting time focused on our

customer’s enthusiasm and needs. Therefore, we do not expect our sales

professionals to overwhelm our customers when offering additional products. We

provide a brief and informative description of our protection plan and it is

always an optional buy.

Please advise me if our customer has any further concerns or

questions that I can be of assistance with at this time and I apologize again

that our customer experienced any stress while seeking resolution for this

concern.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

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

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for any concerns that

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

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

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

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

over one year.

As [redacted] is not reporting a factory

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

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

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

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

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

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

rip that is present on this merchandise.

Regardless of warranty status Bobs Discount

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

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

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

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

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

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

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

regretfully Bobs Discount Furniture is unable to provide replacement parts for

this concern.

I spent time researching all avenues of our

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

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

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

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

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

covered accident under the protection plan however a furniture insurance

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

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

makeup of the product.

The manufacturer of this product does offer

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

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

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

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

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

purchased for $50.00 a piece.

Please ask that [redacted] contact us by phone

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

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

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

these damages.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

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

Business

Response:

Good Afternoon Revdex.com,

I am

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

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

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

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

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

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

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

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

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

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

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

around for our valued customers.

Bob’s prides itself on providing our customer

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

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

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

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

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

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

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

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

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

While it is not normal procedure to do so, I

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

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

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

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

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

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

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

further resolution will be offered at that time.

I genuinely apologize again for the impression our

customer has been left with of our business.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

Review: I have a queen size bed. The wood inside of the box spring broke. We called the location and they sent a technician out. He told the customer service representative that the problem was accidentally and so Bobs can't replace it. He then took the woods that was holding the bed up off and now my bed is on the floor. He said maybe you can sleep comfortable that way. We called and called to complain and asked how can we purposefully break the wood insider of a box spring. We didn't even have the bed for a year. The customer service representative was so nasty to me and my husband . No one will talk to us and replace the box spring.Desired Settlement: I will like for them to replace the box spring and put the bed back together. So we are not sleeping on the floor anymore.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any and all inconveniences

that this concern has caused them. We have reviewed the pictures/report logged

by our service technician at a secondary level and made an executive choice

that we can offer an even exchange of the foundation and a reassembly service

for the queen sized bed.

Please ask that the customer contact us in our Customer Care

Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the

assembly service for a date that is most convenient for their schedule. We

further apologize for the lack of empathy our customer states to have received from

our agents and we appreciate this feedback so that we may properly coach our

agents into always offering the best care possible.

Thank You,

Bobs Discount

Furniture

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

Business

Response:

Good Morning Revdex.com,

We apologize that our customer is so disappointed with the recent

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

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

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

customer prior to this Revdex.com complaint being reviewed.

As of 2.22.2015 this consumer contacted our Customer Care Offices

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

The customer called us one day after her delivery occurred and

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

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

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

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

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

Agent.

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

merchandise and we offered various options for resolution directly to our

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

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

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

should she wish to pick out different product.

Our records indicate that this customer continued to demand a

refund. As the Revdex.com knows our refund

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

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

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

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

and lamps. This offer was refused

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

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

merchandise concerns they had.

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

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

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

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

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

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

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

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

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

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

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

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

complete any of the following options: