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

Product_Or_Service: dresss and mirror

Order_Number: XXXXXXX

Account_Number: XXXXXXX

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

Business

Response:

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

Good Morning Ms. [redacted],

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

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

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

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

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

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

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

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

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

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

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

deliver the new merchandise.

The active credit is available to the customer to use thru

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

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

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

assistance with.

Should the customer accept this option but have questions

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

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

able to assist in answering questions.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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

Sincerely,

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

Product_Or_Service: 8/11/2012

Order_Number: XXXXXXX

Account_Number: bobs furniture

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

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture.

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

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

Review: 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: In October 5, 2013 I purchased the Omega 7 piece dining room set #[redacted] for $599.00. In November 2013, one of the chairs broke. The tech did come and see the chair and quickly I received a new chair in its place.Since that time, I have had four chairs break in the same place. We do not sit on the chairs because they do break. Bob's Furniture Store send two techs this time and both said that the repair was from people sitting on the chairs. WE DO NOT SIT ON THE CHAIRS BECAUSE THEY HAVE BEEN BROKEN. They will not replace the broken chairs. They are making me paid an additional $30 to replace a part on the chair. I do not want this fix. I want three new chairs. The dining room table is fine but the chairs are cheap. I can not even have a sitdown dinner with my family. What sense is there if you have a dining room set thatyou cannot use? IDesired Settlement: Three replacement chairs or a refund on all my chairs and I will return all the chairs to the [redacted] store. On the website it states that there is a year's warranty on their products. They better stand by their advertisng or it is false advertising to the public.

Business

Response:

Good Morning Revdex.com,

I have just left a message on [redacted]’s machine via the ‘daytime

phone number’ she has listed in this complaint. My message indicated that we

have placed a store credit in our system under [redacted]’s account for the price

she paid for her dining room set. [redacted] can return to our showroom and select

a new dining room set (as early as right now) or even just new chairs if she

would prefer to keep the table she currently has. We will not charge [redacted] a

new delivery fee for her new merchandise and we will remove the defective

merchandise from her home on the same date we deliver.

The credit number reflected in our system is: [redacted] and

this credit will remain open for use through 7.13.2014.

We are very sorry for the manner in which our customer’s

concerns have been addressed and we truly thank our customer for bringing her

poor experience to our attention. I have also left my direct phone number on

[redacted]’s machine in case she has questions or would like to speak with someone

further regarding her account.

Thank you

for providing us the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: In March of last year I bought a bedroom set from Bob's Discount Furniture. I had it delivered to my apartment in [redacted]. I now live in [redacted] and on Saturday night the mirror to my dresser just fell off in the middle of the night shattering all over my floor. I fell about 2 feet away from me and if I was a bit closer would have fell on me. I tried calling the customer service line because the Woodbridge store was not able to help me. I was informed since I had moved they were unable to send someone out to at least assess the problem. On top of that the warranty was voided and they were in no way shape or form able to help me. The mirror was being held up by barely any glue and tape. You figured it would take some time for it to finally fall off. The product was cheaply made and they did nothing to help with the issue. I was a store manager before and we had policies but we also took care of our customers. All I had to do was call my district manager to let him know and he would OK it. My problem is that they did not even try considering I could have gotten seriously injured. I will never buy from this furniture store and would advise everyone to avoid them as well. They just care about giving you furniture and kicking you out the door.

Desired Settlement: There was no resolution to the issue. I require that I at least get a replacement but they could not even help with that.

Business

Response:

Business Response /* (1000, 5, 2013/07/05) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture.

According to our records the mirror was delivered March 2012 and 18 months later you called to report that the mirror broke. Your safety and satisfaction with our merchandise is our ultimate goal however, given the date of delivery/expiration of the manufacturer warranty and your move from the original delivery address we are unable to replace and/or assess the damage to the mirror.

Bob's Discount Furniture greatly appreciates your business and as a courtesy we will offer a $20 gift card to be used toward the purchase a new mirror, retail value $60.00.

It is our hope that you accept our offer and continue to allow Bob's Discount Furniture to be your retailer of choice.

Consumer Response /* (3000, 7, 2013/07/08) */

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

I do not except. At least give me a gift card for the complete payment of a new mirror and labor to install it. Unacceptable.

Business Response /* (4000, 9, 2013/07/09) */

Bob's Discount Furniture greatly appreciates your business and as a courtesy we will offer a $20 gift card to be used toward the purchase a new mirror, retail value $60.00. Based upon the date of delivery and transport of the merchandise (mirror) to the new address, we are unable to honor your request for a gift card equivalent to the full value of the mirror and labor.

Review: I received a delivery of furniture from Bob's Furniture on August 24. The delivery crew from [redacted] showed up and tried to get the couch in through the door. It was not a large couch and I have had many couches delivered through the door in the past 35 years. They had removed all the protective padding from the couch BEFORE they brought it in. The three of them were pushing and tugging so hard, they tore the leather, at the time we did not know it. yet. I had called my daughter and son-in-law to come over so I would not be alone during the delivery. They told me they could not get it in through the door and would have to go in through the window, they said they do it all the time. They proceeded to take out the window, at that time my daughter and her husband pulled up. She questioned why they were going in through the window and why the couch was unwrapped outside. They got the furniture in and then we noticed the tear in the couch, again they said no problem you paid for the extended coverage, we'll bring you a new one. Now, they had to get the window back in. One of the [redacted] employees, Josh, who was a big guy, was having a problem getting the window back in. He starting banging, with all his might, and banging to the point my daughter said "wait, something must be stuck" She went over to the window to see if she could see anything because Josh was clearly frustrated. It was a hot day and according to them they had a lot of deliveries that afternoon. My daughter saw a small plastic piece wedged in the track, she pointed it out. Josh, jammed his finger and got pissed and stormed out, his partner "G" came in to try. Finally after a lot of bangs the window popped in, he shut and locked it. I was given the paper work told to sign here and here and at my request made a note on the sheet regarding the tear in the couch.

The following day it was cooler, I went to open the window and found a small plastic piece on the floor near the window, then I unlocked the window to open it and the entire window fell out. I was alone, I am 73 and had shoulder surgery less than a year ago, I could not hold it up. I had to call my son-in law who had to come by to try to at least get the window in to shut. After 30 mins he got it were it would close but it could not be opened and because it is off balance my house alarm will not work. I notified Bob's Furniture and filed a claim, they in turn filed a claim with the moving company [redacted] who denied the claim. I did not know the window was broken until the following day once I realized it I called immediately. They delivered the replacement couch on Sept. 5, same company, different crew, only they kept the protective padding on the couch and came in through the door! This new crew (Manny) said that they (the first crew) were not suppose to come in through the window without notify their company first, which they did not! and they should have get the padding on until the furniture was in the house. Manny saw the broken window too.Desired Settlement: I would like my window fixed so that I can open,close and lock it again. Back to working condition before the delivery crew came.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the lack of care our

customer’s property claim concern has been addressed with, I have reviewed the

customer’s concern and made contact with the trucking company involved seeking

an answer as to why the claim was denied.

The trucking company has communicated to us that the manifest

(paperwork signed) made no mention of the concerns with the window, which seem

quite graphic and alarming given the customer’s account of what occurred. The

Property claim was also called in four days after the delivery occurred and the

trucking company insists that they have attempted to make contact on 8.31.2015,

9.1.2015, and today (9.25.2015) with the customer and received no response. The

trucking company is also communicating that the customer has not tried in any

way to contact them directly to dispute the denial information sent out by them

on 9.2.2015.

At this time the trucking company has asked that we give them

until at least Tuesday (9.29.2015) to complete more research on this claim. The

trucking company has been provided with the customer’s email address (as posted

here) as well, as they continue to tell us they are unable to reach anyone by

phone. We are granting them the time requested for research and if necessary I will

make a direct follow up to this customer next week by Wednesday 9.30.2015 to

discuss the current status of this claim.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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 purchased two bedroom sets from Bobs on February 24, 2014 with a delivery date of February 27, 2014. When I received the delivery it was not what I ordered an they were missing hardware to put the bunk bed together. I contacted the customer cr an went to the store and spoke to Manager [redacted] who corrected the order for the correct style full size bed and tv stands instead of night stands. That gave me a date of March 18, 2014 to get the correct style full size bed with the correct tv stands and at that time they would retrieve the furniture that was put up two dresser with mirrors white and brown two night stands white and brown an a damaged full size bed without mattress. I had them take the bunk bed in the box back set up a new deliver date for the bunk bed for March 4, 2014 for them to contact the home an say they were down stairs for me to go downstairs an nobody's there, an they leave a message saying I need to contact the company the merchandise is damaged an again there was no hardware. So I go back to the store and contact customer care an spoke to a representative that gave me a new delivery date of March 7, 2014 an was told they will do a inspection of the product before they deliver it the manager from the store also called to say the bunk bed was inspected and ready for shipment on March 7, 2014 for them to yet again get here an explain that the furniture is damaged. I spoke to a [redacted] at Customer Care and requested an complete refund and he tells me I can't get a refund but only store credit minus shipping because of an error that Bob's originally started. I got very upset because I spent a lot of money not only didn't I get the furniture I paid for I can't get my money back because of there error. That's not right!!Desired Settlement: I want the complete balance of my order after they retrieve the remaining merchandise at my home, in a timely manner. I want the price of the merchandise, tax and shipping.

Business

Response:

Good

Afternoon Revdex.com,

Please

apologize to this customer on my behalf that it has taken me a few days to

respond to this concern. Our records are indicating that we have approved and

processed a refund for this customer in the amount of $956.07. Please ask the

customer to reach out to us again through this channel if further assistance is

still wanted/needed in regards to the refund amount she is requesting.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response partially. I do acknowledge the refund of $956.07 for the damaged bunk bed that had 4 attempted deliveries that resulted in missing hardware and damaged parts, which was the reason for the refund. I still have furniture that's being picked up tomorrow between 12:30 pm - 3:30 pm that's also being returned due to having the incorrect delivery from the beginning switch tomorrow all the furniture was suppose to be switched out but being that I'm having so much trouble with the bunk bed I cancelled the whole order. I'm being told that I can't get a refund for the balance of $1497.41 which is the price of the remaining items being picked up I'm being told that I can only receive a store credit of $1295.93 which is not only not what I paid for the furniture but less and the deliver was screwed up since day one and every attempted delivery after that and I can't get my money back. That's not fair to the customer that I have to lose out twice because I'm trying to purchase furniture and I still have a lay a way there so I'm still trying to do business with the company but this is unfair treatment when it was your error..

Sincerely,

Business

Response:

Good Morning Revdex.com,

Our records indicate that this customer’s requests have been fulfilled and monetary refunds have been processed to resolve all concerns listed within our communication history. I am so sorry we were unable to satisfy our customer and I do hope our customer will give us another chance to earn her trust back in the future.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: after purchasing a $1,267 bed from this business my husband and I borrowed truck and drove 3 hours (one way) to go and pick it up. When we arrived to pick it up, their were employees very confused and doing other employees jobs, it was very chaotic. We were asked to pull around back to the loading bay. We did. Once out back we handed our receipt to a woman who ordered a man to bring our furniture up. I asked for help loading the furniture because my husband had just had a stoke the week before and was unable to help much. AT THIS POINT THE EMPLOYEES TOLD ME THEY COULD NOT HELP ME LOAD IT IT WAS AGAINST POLICY. I was able to struggle the boxes onto the bed of the pickup 3 very large boxes!! AS SOON AS THE I had the boxes on my truck, the employee closed the bay door pretty much in my face. My husband and I were outside in 83 degree weather trying to strap these boxes down for about half hour. It was disturbing that nobody would or "could" help.

After taking the 3 hour trip home with our new bed, we had help at home to unload it. A couple days later we planned to assemble it, not only were there NO instructions but they had not given us the entire bed! We were missing the foot board, slats and directions. My husband immediately called Bobs Discount Furniture in [redacted] and after being switched to several different depts. and 1 hour on the phone he was told that they would NOT deliver the missing pieces, but did understand it was their mistake and could compensate us for our gas money to come back and pick it up. My husband reminded the Ryan the manager that we were traveling a total of 6 hours round trip AND we did not have access to a truck again, we would need to bring our car. Ryan assured my husband that the one box left could fir in the back of our car, so we planned to take the trip on Sept. 25 to pick it up.

My husband was not well the day we planned to pick up, so our 13 year old daughter came with me for the ride. Once there, same thing I went around back to the bay door and guess what? The box did not fit in my car.... The employee Brian said you will have to go to [redacted] and get some ratchet straps... I had no idea what these straps were or how they worked.... Brian gave me directions to [redacted] and off I went. Upon my return, Brian had told me he talked to his manager RYAN, and was unable to assist me any further. He agreed to at least show me how to use a ratchet strap but then had to take it apart and hand it back to me to figure out. They made me sign a piece of paper stating that they were NOT responsible for this piece of furniture once I took it. As I was crying, trying for the life of me to figure out how to get this 300lb box ON TOP of my car AND ratchet strap it down..... guess what Ryan came to the back bay AND TOLD BRIAN HE NEEDED HIM, AND CLOSED THE BAY DOOR ON ME. These two men left my 13 year old daughter and I out in the hot sun ALL ALONE to maneuver this piece of furniture to the top of our car and tie it down to drive 3 hours back home. My daughter and I were outside that bay door for AN HOUR crying together, scared, and very embarrassed. At one point Brian opened the door to help another customer picking up a chair, he said I wish I could help you, but I would lose my job, and again closed the door in our faces.

NOT ONLY DID THE MANAGER RYAN AVOID ME, NOT SPEAKING A WORD OF APOLOGY TO ME THAT DAY, BUT WE WERE NOT COMPENSTED FOR OUR GAS, INSTEAD IT COST ME $50 MORE FOR RATCHET STRAPS!!!!!!

I have never in my life been treated so poorly. I was horrified to think anyone could treat people this way. Not a very good impression on my 13 year old daughter.

Just to top it all off when we did get this piece home, we still had no directions. My husband I worked closely together and got the job done, not daring to involve Bobs again. PLEASE HELPDesired Settlement: The greatest outcome of course would be to be refunded all or part of our money for all this trouble and humiliation. At least I hope this information will help someone else NOT do business with this store.

Business

Response:

Good Afternoon Revdex.com,

I contacted [redacted] this afternoon (9.29.2015) and apologized for

the terrible experience she has endured with this purchase from us. The comments regarding the lack of care she

and her family received are very important to us. We want customers to love

shopping with Bobs, so reading a report of such a disturbing experience with

our associates is a serious concern for us. We find the behaviors reported here

inexcusable and know it is upsetting when someone who should be serving you is

disrespectful. We do hope our customer can accept our deepest apologies. We

have begun addressing the obvious coaching concerns our customer has brought to

our attention within our staff and will take appropriate action.

At this time we do have an open apology offer of a $100.00 refund

to the customer’s method of payment.

During our conversation today [redacted] advised me that it wasn’t her

preferred time to talk about this concern, she further informed me that she

wanted to speak with her lawyer about the refund offer we have made prior to

fully having it processed. [redacted] advised me that she or her Husband ([redacted])

would be contacting me back directly to discuss this concern at their convenience.

I look forward to speaking with [redacted] and/or [redacted] with the hope

that I can somehow earn even just a little bit of their trust back in our

business.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought chairs at Bob's. Almost from beginning had problems with chairs. Company said they'd come check out. Didn't come when said, several times.

I bought chairs from Bob's. Didn't use for a while. When used them, legs were broken and seat on one not good. Called them. Said they had to try to repair first & would send repairman. To summarize long story: I was here hours I arranged with them more than once and they never came. Didn't call not coming & when I called next day made bizarre excuses. Then claimed came at time I specifically told them I wouldn't be home (don't know if they actually came even then). I called again as they said I should and again they didn't come when said they would. I think they are doing this on purpose so they won't have to replace the chairs that were defective. Desired Settlement: I want them to replace defective chairs I have with ones that are not defective. And to actually come with new chairs during time frame of 2-3 hours we arrange. Then get back to me after I've actually used chairs to make sure these are ok.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise issues as well as the multiple failed service appointments.

Upon researching your account it appears that due to your schedule you were only available for service after 3pm, since our delivery and service are all day appointments we have to request specific time frame request, due to the multitude of appointments each day we are unable to honor each request.

According to comments on your account, service was successfully performed on, 5/15/13 where the technician tightened 3 chairs but found no defect in the frame, legs or seat of the chairs. If your concerns with the chairs continue, please contact us and we will be happy to explore alternate options for recourse.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.

Review: PURCHASED [redacted] WARRANTY WHEN I PURCHASED MY FURNITURE LAST YEAR. CONTACTED THE WARRANTY COMPANY TO FILE A CLAIM. CLAIM WAS APPROVED (CLAIM # [redacted]) AND THEY GAVE ME THE OPTION TO GET A REPLACEMENT OR $50. I CHOSE TO REPLACE.Desired Settlement: CLAIM WAS APPROVED NEARLY 3 WEEKS AGO. SINCE THEN I HAVE CALLED BOB'S AT LEAST A DOZEN TIMES AND THEY KEEP TELLING ME THAT SOMEONE WILL CALL ME BACK BUT NO ONE EVER DOES. ALL I WANT IS MY REPLACEMENT FURNITURE. THEY WASTED NO TIME IN TAKING THE MONEY FROM ME FOR THE FURNITURE AND THE WARRANTY THEY SOLD ME BUT NOW THAT IT'S TIME TO MAKE GOOD ON THE WARRANTY, NO ONE WANTS TO TALK TO ME ABOUT IT.

Business

Response:

Good Morning [redacted],

I am

sorry that you have been waiting so long for your credit to completely upload.

As [redacted] is a third party company Bobs Discount Furniture is not permitted

to enter accounting documents on their behalf. I was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into

your customer account records.

Regretfully

our records indicate that the ‘[redacted]’ you need replacement on is

currently on back order from our vendor until 10.25.2014. Our Delivery Calendar

only populates thirty days out from the present date so we can start discussing

future delivery dates with you on or around 9.25.2014. Please call us at our

Customer Care Office closer to the end of this month – start of October 2014 to

discuss the available future delivery dates we can make this exchange for you.

We will most certainly be in touch with you should the item arrive to us sooner

than expected to discuss earlier deliver dates.

For

your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for

this concern to be resolved.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: 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: I bought a couch from Bobs. When I bought it at the store, I was told it would be carried up 12 flights of stairs to my apartment. When the delivery guys came they claimed it would not be carried up to my apartment unless I gave them extra money. I declined to bribe them and instead rescheduled the delivery. When it was finnaly delivered nearly a month later, I was only offered a girft card for future use.

Desired Settlement: I want at least a partial refund.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the initial failed delivery attempt.

Our records indicate that delivery of the sofa was successfully completed seven months ago, October 13, 2012. We expect that our delivery teams whether direct hires or subcontractors provide expectational and professional customer service; if what you alleged is true, that the drivers requested that you pay them extra money to walk the sofa up 12 flights of stairs, we apologize and will address the issue internally.

As a token of our appreciation we offered you a $50 gift card which was processed on October 9, 2012; we are unable to provide you with any additional compensation.

Your business is appreciated and we apologize for the inconvenience.

Consumer Response /* (3000, 7, 2013/05/23) */

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

I did not want a $50 gift card for a future purchase. Maybe, a $50 partial refund. But not a $50 gift card.

Business Response /* (4000, 9, 2013/05/24) */

Compensation is optional and when offered it is in the form of a gift card.

Again, we appreciate your business and apologize for any and all inconvenience we have caused.