Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

We apologize to our customer for the disappointment

associated with the furniture she selected not properly fitting into her

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

from our offices.

Our records, checked thoroughly, indicate that the customer

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

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

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

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

back to the customer.

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

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

REFUNDS

AND CANCELLATIONS POLICY

You may

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

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

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

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

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

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

customer’s preferences. It is most

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

changes throughout each business day.

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

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

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

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

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

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

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

payment can be confirmed and refunded at this time.

Review: Dear whom it may concern,

I have been a very loyal customer to bobs for many years and have spent countless dollars on different pieces of furniture from this store. I am writing this email in regards to a brown sectional couch I purchased in 2013. >6 months after couch was purchased it needed to be serviced for defective cushions and pillows. At that time the tech added padding to the cushions and filling to the pillows. The couch has continued to have the same problem and was serviced several times as bobs directed me to do in order to have a trail that the couch was defective and needed to be replaced. I have purchased both the goof proof protection and good proof plus protection plan.at added costs as bob directed me to do so it would cover the couch and would lead to replacement if problem continued to happen.

On Thursday April 2, 2015 a bobs service technician was at my home to look at my couch in which multiple cushions and pillows are completely sunken in to which point the frame of the couch and springs can be felt when sitting on the couch. He said that the couch was beyond him being able to fix with padding and filling and that all pillows and cushions would need to be replaced even going to the length of calling them lumpy. he said the couch was beyond his ability to fix and was definetly defective by the manufacturer. He at that point stated that he would haVe bobs replace everything or exchange the couch for a new piece. He also stated that bobs would contact be and tell me how to do that within 24/48 hours.

However none of this was true or happened. I called today and they claim his report is the complete opposite and that the couch is normal and nothing is wrong with it and also contains stains he cannot remove. #1 there are not stains on this couch and number 2 how does he know there not remove able if he didn't do any service to the couch. his report also stated the couch had dog hair on it, that is impossible since the dog I have #1 dont shed, #2 are NEVER allowed upstairs, #3 I have a cleaning lady clean 1x a week. The customer service was absolutely horrific rude and unprofessional. they also told me I was unable to speak to a manager they didnt have any and oh well for me to deal with it. the couch is so bad it cant be used. This is extremely dissatisfying as a customer to be promised one thing on Thursday and then on Monday its the complete opposite. also the tech took 10-15 pictures with his personal iphone and they stated his report had no picture evidence and he had no pictures of the couch.

I sent numerous emails with photos of the couch condition which completely refutes the techs report or normal. The couch is less then 3 years old and cost close to 3000 dollars. This should not be happening. This as been an issue since the couch was first purchase and I did everything bobs told me to do in order to get the couch replaced, exchanged, or my refund.

I really hope this situation can be rectified by bobs and further action does not need to be taken.Desired Settlement: I want this couch replaced with a non defective couch. and I want the word of the tech honored. I have a couch that I cannot even use because the cushions are so flattened that the frame and springs of the couch are coming through. if they cannot replace the couch I want a full refund of the couch andthe refund that there false protection plans cost me.

Business

Response:

Good Morning Revdex.com,

Our records indicate the following:

Customer purchased the Goof Proof Protection Plan at time of sale.

This Plan offered coverage against a variety of accidental in home damages and

is managed by Guardian Protection Products.

Sofa sectional was delivered on 4.12.2012.

Sofa sectional was serviced by us on 2.13.2013 – We added foam

stuffing to the seats and the service technician deemed that there was no

defect present and that the seats were loosing resiliency as a result of normal

wear and tear. The service of adding foam was done as a courtesy and we

confirmed directly with the customer that she was completely satisfied with the

job.

At this time the set had been in

use for nearly one year so a loss of resiliency is expected by the furniture

industry as a whole.

Customer was upgraded (at absolutely no financial charge)

to our Goof Proof Plus Plan on 4.05.2015. The Plus in the plan allows the

customer coverage for factory defects for five years from the original date of

delivery.

Our Service technician was dispatched

to service what was reported as a possible frame concern. We arrived to the

home on 4.22.2015 and no one was home to accept this service therefore we had

to move technician onto to other stops.

We didn’t hear from the customer again until 3.26.2015 and nearly

one year later on 4.02.2015 we arrived to the home for the latest service.

Our technician’s report from 4.02.2015 indicates there

are no manufacturing defects present on this merchandise and after just about

three years of continued use in the home the sectional is experiencing concerns

as a result of normal wear and tear combined with occurrences from its

environment. These instances are not covered under the customer’s warranty

protection.

One of our

team leads (the level we consider to be of managerial capabilities) spoke with

this customer yesterday (4.06.2015) and did advise that should the customer

wish to initiate a formal dispute from the technician’s findings we required

that pictures be sent to us. We do stand behind the integrity of all our

technicians and the qualifications they receive from the manufacturers of the product

directly.

I was able to

locate the pictures that the customer sent thru to us however these pictures

show no full representation of the set that would allow us to properly

investigate a dispute. In example the technician’s report indicates that the

armless sofa has a broken frame on the left side facing however the customer’s

photos have no evidence of this frame breakage. The sectional pictured in the

many photos sent thru does not look to be experiencing a defect, in some photos

the customers seem to be sitting on certain portions of the set which I assume

is to show that when sat on the merchandise looses resiliency which again

should be anticipated on any seat, especially after being in the home for three

years. I cannot locate any specific areas of “staining” or “hair” via the

photos however this is a very dark brown set so I’m not certain that these two

elements would necessarily appear clearly via photos.

Per the customer’s original sales invoice the sectional was bought

at a purchasing price of $1299.00.

As this consumer seems convinced that their sectional has

manufacturing concerns we will offer to provide them with a one time courtesy

offer of store credit in an effort to appease their demands for resolution.

Should the customer wish to accept this offer they are able to contact us back

via this Revdex.com channel or call our Customer Care Offices at 1800-569-1284 (Mon –

Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p).

Courtesy

Offer for Resolution:

If the

customer would like to reselect to a different set, that may fit their

furniture needs better we can offer to provide a credit (store credit) to their

account for 70% of the original cost paid for the sectional. In the interest of

fairness we would ask that if the customer wants the new furniture they select

to be delivered they cover the cost of that service as delivering the

merchandise has always been a charge we maintain separate from the cost of our

merchandise. It also remains our finding that this merchandise is not experiencing

any concerns as the result of defective workmanship. We will expect to remove

the current sectional from the home on the same date we deliver the newly selected

items. As an additional courtesy we will also include the monies paid towards

the original Goof Proof Plan in this store credit offer.

Review: I purchased two sofas that could not be delivered to the secound floor because it did not fit on the elevator. The movers would not use the stairs. A total of $800.63 was agreed upone with the sales rep and its management. I was to wait 7 to 10 days for a refund check that I would recieve via mail or I would have to pick it up at the Furniture store. Every ten days I got the same answer, "Wait 7 to 10 more days" or "Call back Tuesday".Desired Settlement: I would like the agreed $800.63 back.

Business

Response:

Good Afternoon Revdex.com,

Bobs Discount Furniture is not in possession of any funds

owed to this claimant.

Please see the attached (signed by the claimant) document for

reference.

Please note that the customer

number and order number matches what the claimant has listed in their complaint

to you.

The funds were transferred to ANOW (acceptance now) on 02/03/2015

and ANOW cashed the check issued on 02/10/2014.

Bobs Discount Furniture is unable to address this concern given

the reasons illuminated by our evidence.

At this time we consider this a third party claim and respectively

request the claim be closed.

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: I had bought a dining room set from Bob's discount furniture located at [redacted] in [redacted]. The set was called the [redacted] which included a table with 8 chairs at the cost of $1799.00 after delivery and a protection plan the transaction coated a total of $2,111.42. When the set was delivered it had knicks on 4 out of the 8 chairs as well a a small chunk of wood missing from the back of one of the chairs and a knocked bubble on the edge of the base of the table. I had called to report the damage the same day of delivery so the would have a report of it and I set up a service appointment. One of the side chairs were wobbly and the left side of the table seemed to settle a bit lower than the right. All of this was within 20 days of having the table set. I felt that the table was defective n had called Bob's furniture back to tell them I was unhappy with the quality of my purchase and that I wanted to return the set. I was told I could exchange the set and would be credited the difference. When I got to the store I was unable to find another set that I had liked and asked if I could just return the set. Then at that time they told me I could only return my defective set for a store credit of $2111.42. I was very upset. It was not what I was originally told when I spoke to customer service and was not comfortable making another purchase after the problem I had with this set. And now I feel that I will be stuck exchanging $2111.42 of junk furniture for more junk furniture when all I want is for my account to be fully credited.Desired Settlement: I would like my credit card to be credited the full amount of $2,111.42

Business

Response:

Good Morning [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture arrived to you with small nicks and chips in the wood. We understand how disappointed you must have been. While your account is noted with the specific damage, once merchandise is accepted into the home our first option for recourse is service. A technician was scheduled to visit your home on May 2nd however, Mr. [redacted] canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sell. Our service and refund policy is noted on your sales invoice and reads as follows;REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up. * You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise used. Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors.* Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/2015 ) and we will refund your Special Order deposit in full. If you cancel your special order later than three (3) days after the order date ( 05/02/2015 ) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise or we will refund the purchase price. In the event of a reselection we will charge or credit you for any price difference between the original and the re-selected item. Merchandise purchased from our "Pit" or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at [redacted] to report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 9:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. Since you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards. The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom condition. In the event the technical is unable to restore the merchandise we will explore alternate options for recourse. The alternative to service would be to reselect to a different set.

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

Business

Response:

Good Morning Revdex.com,

As of 8.26.2015 our Customer Care Offices scheduled a service

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

These are

notes from the service order entered:

“Right Arm Facing -RECLINER

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

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

DONE THIS”

As the customer has chosen not to disclose the actual occurrence

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

service order covers the customer’s needs in full.

At this time we are scheduled to resolve the concerns

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

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

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

that concern actually is.

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: 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 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: 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: We purchased from bob's furniture various items. We received delivery on December 2013. From the first day began noticing issues with our dining room set. We contacted customer care immediately and have had them out to our home on many occasion. The problem stem from the initial delivery. The drivers did not install the set probably. They left the set missing screws,washers stripped the screws. The table has been replaced because it was damaged by the drivers, the barstools have had screws fly off of them when my 9 yr old has sat on them, the paint is chipping, and finally now The bench has fallen apart. Our set in not even a year old and it should not be falling apart.Desired Settlement: I no longer want this set. A dining room set should last longer that a couple of months. I want this set picked up from my home. I want to re-select another set or my money back.

Business

Response:

Good Afternoon [redacted],

I called you and left a message for you on this phone number

today (###-###-####). I did try the main phone number we have on file for you

as well which is ###-###-#### and received a message stating that this was no

longer a valid phone number to reach you on. I am very sorry for the many

concerns you have experienced with your product within such a short period of

time and I assure you that Bobs Discount Furniture cares very much to make our

customers happy.

I have created a reselection credit under your account that

is currently active in the amount of $715.81. The credit number associated with

this in our system is: [redacted] and this credit will remain active through

11.02.2014 for your use. You may return to our showroom and select a new dining

room set using this credit and we will remove the defective set and deliver you

the new set on a future delivery date of your choice.

If you have any other questions or concerns regarding this

credit you can reach me directly by phone at ###-###-#### or through this Revdex.com

channel.

I apologize

again for the amount of time you have had to spend on seeking resolution for

our product failures and I truly appreciate that you are willing to give us

another chance with a different dining room set.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: My delivery was initially scheduled for 2/24, I received a call from bobs to reschedule as all of my items were STILL unavailable. The delivery was rescheduled for 2/25 between 2:30-6:30. I received a call from the delivery person at 11:50 a.m. on the day of delivery informing me he was in the area and was going to stop by to deliver my furniture. I explained that my delivery time was set for 2:30-6:30 and there was no way I could be available for a time I DID NOT SCHEDULE FOR. The delivery person [redacted]) then informed me he was going to make his [redacted] delivery and he would not be delivering my furniture on the scheduled day at the scheduled time!!! I pressed him informing him that I had an agreed upon time with bobs and the delivery must be delivered between the scheduled hours...to which he responded we will be there around 3:00 I said ok. Bottom line no delivery arrived at my home...I took time off from work, lost an hour and a half of pay and am FORCED to reschedule with no guarantee of time or date...UNACCEPTABLE as I W O R K and I should not be held hostage for furniture that I have already paid for and waited 3 & 1/2 weeks to receive! The delivery person lied to the customer service rep saying that he could not get in contact with me and no one was available for delivery...SORRY there was someone available and funny when customer service called I answered the phone. Other problems...I have to reserve the freight elevator so I have no way to reserve when I can't get a delivery date! Also why should I be FORCED to take another day off from work (without pay) in order to receive furniture that I have paid for, arranged to receive and did not, and these people can get away with lying, cheating and BULLYING...all because I could not drop everything and run home to receive a delivery 2 & 1/2 hours earlier then scheduled!!!!!!!Desired Settlement: I want delivery of order on my terms and an apology from the lying staff and restitution for time lost at work!

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved.

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. We have resolved the original concern and delivered the customer the merchandise originally expected in good condition. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.

Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the normal daily operations that have helped us grow to be the 15th largest furniture retailer in the U.S. We also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount. Should the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology with use of a gift card.

While it is not normal procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our normal compensation guidelines and policies. We do not offer apology monetary 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.

We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99) and we will also provide a $200.00 Bobs Discount Furniture Gift Card as our further form of apology.

Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the delivery fee charge to the financing account used to make this purchase (it may take one full billing cycle for the customer to see this on their [redacted] statement). The Bobs Discount Furniture Gift Card will be mailed to the below names/address within 7-10 business days of their response being received.

We are genuinely very sorry again for the inconveniences we caused and thank our customer for bringing the obvious coaching concerns we have to our direct attention.

Gift Card will be mailed to:

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have a 5 year warranty on the merchandise I brought from tje store..which are two couches..sofa and love seat...The invoice clearly says it covers ..rips.tears..scratches..scrapes..stains.bodily fluids etc through the goof proof service....I called the goof proof and they told me they can not fix it because it has tears and and rips which it says they do...they told me to call rhe store to see what can they do...I called the store at the end of april and explained the situation and send the pictures in..once they saw the pictures now they are telling me my warranty was up in march which was only 3 years and I have a 5 year warranty...I spoke to three different representatives which all told me the same thing that the [redacted] said they wont fix it and my warranty was up in march...which is not true...so u mean to tell me since I called in april it was up in march..so if I would have called in may they would have said it was up in april?? Doesnt make since to me...When I brought the couches I clearly asked will the couch crack or rip and if it was real leather and the sales clerk said it wont tear or crack and yes its real just to make a sale..thats not right..I would like for my couches to be replaced or fixed because I have 2 more years of warranty..that was the whole point of me paying extra for the warranty just incase these things happen...The goof proof..the store nor the [redacted] will not help me at all and thats not fear..false agreement..If they knew they werent going to keep their word for the five year warranty then they should have never lied or sold the merchandise...Im also looking at the invoice reading carefully..they was suppose to deliver a third sofa on the delivery date..where is the third sofa..they only delivered two..so somebody got slick ...I knew it was suppose to be three but the salws clerk said it was two and my invoice says three..something is not right hereDesired Settlement: I would like to know what happened to the third sofa they never delivered and want my refund for that and I want the two sofas they did deliver replaced or a refund...

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa andloveseat in 2012 for $799.00; the material composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products. Goof proof provides five years of coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.

Consumer

Response:

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

Sincerely,

Review: I purchased a fairly expensive couch July of 2014. I had called several times over the past few months concerning the cushion in my couch sliding out every time someone sits or lays on it. My mother even slid off the couch and onto the floor when sleeping on it, because when you move in the slightest the cushion comes right out. I've been sent two technicians to take a look, both of whom told me this was normal, in which I had explained that I had and sat on many couches, none have slid out underneath me . One tech put a piece of foam under the entire length of the couch cushion and told me that should help. Should I really need to be putting foam under an expensive couch that's less then a year old? Even that did not help. But clearly there was a defect or problem if he felt foam would help the issue. In talking to customer service, they were very unsympathetic with this issue as well. I was told the couch was discontinued so they could not replace that piece. (Obviously discontinued for a reason, perhaps several complaints of the same defect)? Bob's guarantees their furniture for a year and I feel like since I was coming close to that they were brushing me off until my warranty expired. In total spending $2523.93, I would expect as a consumer a better quality couch and if not, that Bob's being a huge company and standing behind their product and customer satisfaction, that I would have some resolution to this issue. The last time I spoke with Customer service, they told me they would have a supervisor call me, because apparently there wasn't one available when discussing this issue. I have yet to be contacted by a supervisor. I feel like they are waiting for my warranty to expire, that it is a gimmick just as he advises, "no phony gimmicks, just pure value," which none of this is true concerning my experience. I was even given the number to the manufacturer which I was going to call, but that number was disconnected. In doing further research, it seemed that entire company manufacturer was out of business.. So now I'm stuck with a defective piece of furniture and scammed out of $2500.00.Desired Settlement: I would like the piece replaced, repaired, or credit towards one that the cushion does not slide out. And by repaired, I don't man putting a piece of foam under the cushion as the tech did and told me that should help! It didn't!

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture has failed to meet your expectations. Your satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate goal.You reference purchasing a $2000.00 sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July 2014. Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding off. We dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding off. Although the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfaction. Since your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July 2014. If you should choose to accept this offer you will have a store credit in the amount of $1699.15 and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have two questions regarding my purchase. I purchased and extended warranty the Bobs Goof Proof,will that purchase be extended to the new purchase or can I get a pro-rated re fund since the warranty is for 5 years and I only used 1 year of the service. Secondly will the defected merchandise be picked up at the time of delivery of the new merchandise?

Sincerely,

Review: I purchased a couch form bobs discount store about 2 and half years ago. the couch is literally ripping at the seems very worn looking, I have never owned a couch for this time and it looks like I had it for 10 years.I had contacted the store and was told they only offer a one year guarantee on their products. I had explained to them a couch should not be ripping at the seem and 2 and a half years later. they will not do anything for me. I have had couches for 8- 9 years and never in my life has had a couch fall apart like thisDesired Settlement: I would like them to exchange this couch for a new one.

Business

Response:

Good Afternoon [redacted],I apologize that the sofa has failed to meet your quality expectations. I attempted to research your account but was unsuccessful locating your purchase. Please forward the name, customer master or order number for the sofa identified in this complaint along with a 1-3 photos. Once received, I will follow-up with you.Thanks,[redacted]

Consumer

Response:

I am attaching copies of the photos as the business has requested.

Review: Our furniture has been used for approximately 3 months & the frames have broken on two of the three pieces. We specifically asked our salesman if the warrantee would be good if we moved to ** because if it wasn't we were not going to purchase any furniture. We are military & we were getting ready to transfer. He specifically told us we would be covered no matter where we lived. So we bought the extended 5 yr warrantee. Bobs customer service has been given pictures of the broken furniture. They admit that it is a manufacturer defect. But will only give us $250 because we are out of their service area. They also stated that our warrantee is now null & void because we moved. Which is not what we were told. So now we are stuck with broken brand new furniture.Desired Settlement: We would like our money back for the two pieces of broken furniture. They have admitted that it is a manufacturer defect, so there for it is their responsibility to refund our money. They also fraudulently sold us $150 worth of insurance that is no good to us. Which really should be refunded as well.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the poor

experience our customer outlines to have endured with us. We completely understand

our customer’s aggravation and in direct relation to our understanding of this,

the customer’s account reflects the completion of a settlement agreement that

both the customer and our company established directly to resolve this claim

(6.30.2015). We apologize to our customer again for any inconvenience the

merchandise or the terms of our protection plan caused them and consider this

concern resolved at this time.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: On June 30th, I purchased a recliner for $369.00 from Bob's Discount Furniture to be delivered on July 8th. The delivery was scheduled for 0630 in the morning. They arrived at 0550, a full 40 minutes early. I was still in bed planning to get up at 0600 to get dressed and prepare for the delivery. I went downstairs to let the delivery men in only to discover these men had removed the fabric covered recliner from its box in the dirty delivery truck. The chair was upside down on a dolly, and the cushion was on the dirty foyer floor. I refused delivery. I called the 1-800 number at 0920, I was told I had to call the store at 1000. I was contacted at 1900 hours that day, and was told my charges would be reversed in 3-5 business days. I also cancelled at sofa bed for 477.95. To date the charges have NOT been reversed. Bob's is a thief. Bob's have had my funds since June 30th, and July 4th, respectfully. Bob's needs to refund $846.95 immediatelyDesired Settlement: REFUND ALL MY MONEY IMMEDIATELY. REFUND $846.95

Business

Response:

Good Morning Revdex.com,

I spoke with our Accounting Department regarding this

concern and have verified that as of 7.23.2015 the returning funds have been

released. It appears that we were experiencing an issue in between our system

and the specific credit card type of this customer. If the customer hasn’t already

seen this refund or if doesn’t fully populate within a few business days we

suggest the customer contact their credit card company for more information.

We are very sorry for the early and unexpected arrival of

delivery team as well as the poor handling that caused this customer to loose

faith in our business. We have addressed the coaching concerns this customer

has presented to us and thank this customer for posting this concern so that we

may grow and improve all our processes.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is only acceptable because I received the refund the day after I filed the complaint. It took almost 30 days for me to receive the refund. I believe this was plain old SLOW AND NO!!!@!!!!Sincerely, [redacted]

Review: I ordered a bedroom set for my son. The order was delivered on August 8th, however, the headboard was missing that was needed to put my son's bed together. Because of this, my son who is special needs, has been sleeping on a mattress on the floor for a week. The missing pieces were scheduled to be delivered on August 15th. We received a phone call to schedule the delivery and a confirmation call with a window of 4 hours for the delivery. When the items were not delivered, I checked on the My Bob's website, which indicated that the items had been delivered. I then called the hotline requesting clarification and asking what happened to the delivery. I was told by the customer service representative that the items had NOT been scheduled for delivery - that it was a "soft schedule." I was then placed on hold for 40 minutes, was disconnected, and told that the only solution was to yet again reschedule the delivery for August 19th at 6:30 am. I called the local store in [redacted], hoping to get a resolution. The salesperson confirmed that the items had been scheduled for delivery and that it WAS an error on the company's part.

I called a second time to speak to the office manager hoping to receive a guarantee that the items would be in fact delivered on August 19th. The office manager showed NO INTEREST in resolving the problem or in acknowledging that the store had mishandled the delivery. The corporate office and local store representatives showed NO CONCERN FOR THE CUSTOMER. I would never purchase from this company again. They DO NOT CARE ABOUT THEIR CUSTOMERS.Desired Settlement: I would like a refund for all delivery fees and the goofproof plus associated with this purchase and immediate delivery of the missing items.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience this delivery

experience caused our customer and her son. We can certainly understand the

customer’s frustration and acknowledge the reasons why the customer feels they

are owed something additional after the completion of their delivery.

Should the customer wish to cancel the protection plan

purchased and receive a refund on the monies put forth for this that is certainly

possible however we obviously advise against it since this plan will cover the

merchandise for a period of five full years against any manufacturing defects. We

understand the customer’s frustration and strongly suggest she reconsider this

demand as any business is unable to offer this type of protection at no cost to

their customer. We also partner with Guardian (another A+ company with Revdex.com) to

offer this protection (they manage the one time accidental coverage on plan) so

there is a cost associated to Guardian as well in order for the plan to remain

active.

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.

Normally we offer any type of additional apology in the form of a Bobs Discount

Furniture Gift Card because as a business we understand the importance of

earning our customer’s trust back and proving to our customer that delivery

failures are not part of the normal daily operations that have helped us grow

to be one of the largest furniture retailers in the U.S. We also wish to

provide our customers with a tangible item as a further form of apology rather

than just committing to the act of pacifying someone with a monetary amount.

Should the customer wish not to provide us with another opportunity to deliver

merchandise we can understand the reasons why in this scenario and have several

cash and carry items that can be taken from our Showrooms or pit locations as

our free gift of apology.

As we are a company with a core value of fairness we are unable to offer

apology amounts off of any individual’s time or factory fresh merchandise that

stands in good condition in the home. While it is not normal procedure to so we

do recognize that we have failed our customer and we are willing to make an

exception in this case to work above our normal compensation guidelines and

policies.

I have listed three (3) options below for the customer to choose from for

compensation. Please have the customer select (1) one option and respond back

to us via this Revdex.com channel:

Option #1:

We will process a Bobs Discount Furniture Gift Card in the full amount of the

delivery fee paid ($129.99).

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the amount of the

delivery fee paid and refund the remaining ½ to the customer’s original method

of payment.

-Or-

Option #3:

We will process a refund to the customer’s original method of payment in the

full amount of the delivery fee paid ($129.99).

We look forward to hearing back from our customer and we apologize again for the

concerns our failures caused to her family.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

I accept Option 3 - a refund of the $129.99 delivery fee.

Sincerely,

Review: I ordered furniture from Bobs. I was not informed that I would not be getting all of my furniture when I paid for it. I was informed after I came in to set up delivery. The delivery date has changed three times from November to now January of 2016. I have asked for my money to be refunded and I keep getting calls saying they will handle it. They would find out the problem and get back to me or give me my money back. I did receive the majority of my furniture at this point all except a long dresser that they delivered the mirror for it but not the dresser. They are still saying that the dresser will be coming in January. I just want my money back and I told them to come get the mirror cause I cant use it since I don't have the dresser. The last person I spoke with is Aaron from the [redacted] store. This has been ridiculous it took three tries to get a chair and the last time they just set up delivery and didn't tell me they were coming and I had to change the date because I would have been at work when they came. I just want my money back for the dresser and for them to come get there mirror. I'm done with this store and I will not refer anyone to use a place that will take your money and cant delivery products that they sale. This was a new store and I have a friend who bought furniture from a Bobs in north jersey and he had no problems that is why I tried them out.Desired Settlement: Please see if you can get them to refund my money and come get their mirror I don't want to be charged for a mirror I cant use.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer and

assure them that we take full ownership for the failures that have occurred to

cause them so much frustration.

As we are willing to review this customer’s concern and

desired settlement at an escalated level I have personally made an effort to

contact this customer directly on the phone number provided to the Revdex.com.

I was only able to leave a voicemail this morning

(11.24.2015) and have provided the customer with my direct phone number for

further follow up on this concern (###-###-####).

I am looking forward to speaking with our customer directly

at their earliest convenience.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I was able to speak with Stephanie. I very nice person who listened to my concern and was able to provide with me a resolution to my issue. Thank you so much for your help!

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

Sincerely,

Review: I visited Bob's Discount Furniture store in [redacted] yesterday morning. I will say, it will be my last visit to Bob's. After doing extensive research on what furniture we wanted to buy, we decided on the "Enormous" Pub table and chairs, entertainment center, cocktail table and two end tables. We decided this would look great and fit our needs in our new house. We went to the nearest store to us to see the items in person. We were greeted at the door by "Dave" and we advised him we had done our research and wanted to purchase those items after taking a quick look at them. He was so excited for not having to do much sales work, he sat us right down at the computer and started to add in our items to an order. He said he had to hurry up because he knew there were still openings for deliveries in the 24th. We're thinking, GREAT! we'll have it before Christmas! So, he's typing away then after 2 or 3 minutes he asks us how we were going to pay for it, explained the shipping was 200+$ the furniture was 2100$ and the total was 2398$. I said I was going to pay with my card. He took the card, immediately swiped it, printed out a bunch of paperwork then started to fold it all up into the little Bob's paperwork folder, and hands it to me and says, you're all set!

This is where it gets bad......

I then say, "Do you wanna know where to ship it?!?" He then replies "Oh no.... I royally screwed up..... Etc." He then says he did this all as a dummy account and never input my information. Then he takes my info, and then tells me we can't have it delivered till the 30th.

REALLY!!! Nothing quite like a bait and switch! I paid for shipping for the 24th as I was told. They don't deliver to my area until Wednesday's..... I'm beyond mad at this point. Not only did I get told one thing, and get something completely different, they charged my card for 2398$ on a completely incorrect order without taking any of my information. How do I know any better? This is my first (and last ) time buying furniture from somewhere that doesn't stock it. So then I ask for a manager, I might as well have left there, but my wife wants the furniture still..... The manager then says there's two ways to fix the problem.....

#1) Bob's swipes my card again, for 2398$ and then in a few business days they'll refund the original 2398$ to my card. That's easiest for them because it won't take much effort.....Are you out of your mind? You couldn't do it right the first time and you want me to let you do it again????? It's 4 days before Christmas and you want to hold nearly 4800$ on a credit card nearing my cycle date? I'll get charged interest.... I'm good....

#2) it'll take more effort on their part, but they have to shuffle money around, send memos, etc. But it's a difficult process for them and it'd be easier to do option #1.....

Well, I picked #2 and ask if there's anything they can do about the shipping to accommodate the mix up and to provide us with what we wanted so we can have our family holiday party at our new house with a table for everyone.....

Nope, nothing they can do. I pretty much have to take it on the chin and there's nothing they can do. They won't hold anything at the store so I couldn't even pick it up until January 19th.....

I just want to let everyone know, make sure, MAKE SURE your sales person does not rush and gets your information first. I'm out everything I ordered till just before the new year, instead of just before Christmas.

Bob's, don't worry, I will not send any business your way, I'm only one person, but I have got a big mouth, I will not be back. I will never purchase another item from any of your stores. I'd rather spend 2 to 3 times as much and at least know I'm getting screwed from the start. Thanks for nothing but more irritation and disappointment during an already difficult time of yearDesired Settlement: I would like the delivery date changed or get the "goof proof" added to my purchase. I was told one thing and received another. The manager did nothing to correct the situation other than looking out for their best interests not mine as the customer.

Business

Response:

Good Afternoon

Revdex.com,

I have

attempted to make contact with this customer by phone and email today

(12.24.2015) in response to their concern.

I have

conveyed my apologies to our customer as we are obviously very embarrassed

about the behavior reported in this complaint.

I am

currently waiting on the customer to follow up with me directly, as this type

of situation is extremely far from any sense of normalcy for our company it

will benefit our customer most if we are able to communicate on a more direct

basis regarding this concern.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have cancelled my order as they never even scheduled my order to be delivered. I have taken care of this on my own. I was contacted by the company directly, and they gave me the run around about why this happened and its very rare, blah blah blah. I've cancelled my order and received my total refund.

Sincerely,

Review: I bought over 3,000$ worth of product from the Bobs Discount Furniture location in Orange,CT on March 24th 2012 (paid in full).They offered an accidental protection plan, explaining that the maximum payout would include coverage on all my furniture.I purchased the coverage. On January 16th 2013, an accident occured where my table top accrued damage. Having bougth the coverage, I felt confident it would be taken care of. I immediatley contacted the Goof Proof hotline and they gave me a claim number and said I'd be contacted within 7-10 business days. I got no call. I gave it 3 weeks, and called them back. At which point a very rude and unfriendly [redacted] & [redacted] (just to name few)notified me that on the invoice I was not covered and had to deal with Bobs and fax them an invoice proving coverage. I called Bobs customer care and spoke with another [redacted], very helpful, called the lieson between Bobs and Goof Proof and noticed that they def. messed up on their end and will fix the invoice and get it to Goof Proof. Again, no contact. I called Goof Proof a week later, they said I waited too long and they closed the claim. I identified that they'd spoke with the lieson, and they didnt care. Told me, they do not work for Bobs, they are their own entity and I have to check my own work. Frustrated, I called Bobs wondering how this claim can be reopened. They got me to a Senior Account Specialist, who got the case reopened. Still no contact. Unwilling to entertain my guests with a damaged table top, I traveled to the Orange location to re-purchase the table top, out of my own pocket!! Gave them an original invoice, they ordered the wrong top! After delivery, they couldnt get the new (wrong) top off because they stripped the screws,so left it. In speaking, AGAIN, with Bobs, they have now notified me for a finish damage the product is replaced..but the product is no longer sold by Bobs. Again, they sent a delivery team back to break off the wrong table top and try to replace my original, to no avail.

Product_Or_Service: Goof proof/ Bistro Table Top

Order_Number: Invoice #[redacted]

Account_Number: Customer # [redacted]

Desired Settlement: I have never dealt with such an unprofessional, unorganized, unfriendly company. I never asked for their money, simply for what I paid for. I am stuck with a table top that can't even be screwed to its base if I wanted to fix it myself. I purchased a bar to match, which is why I fought this for so long. I want a refund for both my table and bar. Or complete replacement (swap out)of both. This has been draining!Its now 4 months later. and give me the amount I payed to be protected, since Im not!

Business

Response:

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

Good Morning,

I spoke with Ms.[redacted] and addressed and her resolved her concerns. We are picking up her table and matching bar on 5/4/13, in turn she has selected a table and bar from our E-pit. Once delivery is complete we will refund her credit card for the original purchase as well as her $39.99 delivery fee. Ms. [redacted] has my direct number should any additional arise.