Bob's Discount Furniture

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.

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: 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 5 year [redacted] insurance plan with my furniture. I had moved my bed and the headboard had a crack in it. When I called to submit my claim they had said the warranty would not cover that. Even though on the warranty page it says it would be coveraged but because it happened while the furniture was being moved they do not consider that to be an accident for the warranty to cover it.Desired Settlement: Refund on [redacted] insurance plan of 249.99 since it does not cover what it says it covers.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer

seems so disappointed in their protection plan.

I looked into how the claim was

reported to the [redacted] directly via the limited access we have and the

[redacted] documentation lists that the damage is from a dog biting the furniture

– not from moving the bed around the room as the customer states here.

Animal damage from bite marks is

not a coverage occurrence under this protection plan.

If the customer disputes

reporting the cause to [redacted] as “dog biting” on the wood rails and wood

dresser please ask them to respond as so and we will ask [redacted] to send us

their recording of this call/claim so that we can investigate further.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That was not my most recent claim that one I gave up on and this one was for the headboard being cracked which was from the bed being moved and this claim was submitted aug 12 th when my husband was on the phone for 20 mins because they were claiming it was a manufacturing issue.

Sincerely,

Business

Response:

Good Morning Revdex.com,

We have spent several days and man hours searching with the

[redacted] company to try and locate the alleged call / claim the customer states

was initiated with [redacted] on 8.12.2015.

[redacted]’s recordings and records show no claim ever entered from

the claimant regarding the “movement of bed-causing the headboard to crack”.

I have tried to file the claim on the customer’s behalf and

[redacted] will not allow this to occur as I am not the owner or purchaser of

this particular plan.

We have a record of the customer contacting us (Bobs) directly and

making a statement of bed being moved and headboard being cracked, as

accidental damage is not a coverage Bob offers to customers, we advised on

8.12.2015 that we could sell the customer parts needed to fix the bed.

At this time we encourage the customer to file an actual claim for

damage with the [redacted] company based of the incident they are reporting

occurred.

I have

included a copy of the terms and conditions [redacted] uses for all claims in

order to help better educate this customer on the reporting process we recommend

they follow when making this claim.

We apologize that the customer is experiencing any inconveniences

with their products however we are unable to dispute a claim that has no record

of existence.

Thank You,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased a bonded leather couch 4 years ago from Bobs. We also purchased the "Goof Proof Warranty" because the salesman told us "It covers everything except pet damage". We had no pet at the time but do have 4 children and he again assured us "Yes, everything except damage caused by pets". The couch started to peel in a small area 2 years ago. I filed a claim with the warranty company and was told it only covers damage extending to the stuffing caused by one incident. I expalined that it would eventually go down to the stuffing if left as is and received a reply that it then would not be one incident and not be covered. The situation has gotten worse and worse and I have emailed Bobs directly and received no answer.My complaints are:1) The couch should not peel after only 2 years. 2) The warranty does not "Cover everything except pet damage". This is false advertising that they still use in their ads.3) You should be given a copy of the warranty to read BEFORE they sell it to you with items like this highlighted so that you know you are paying $100 for something you will probably never use. For something to happen like a sharp object cutting open your couch through to the stuffing in one instance it would probably fall under your homeowners because it would have been a catastrophic event like a lightening bolt or a robbery. Their warranty is a scam.Desired Settlement: I would like a new couch delivered from Bobs and I would like for them to stand behind the quality and workmanship of the new couch.

Business

Response:

Good Morning [redacted],

I am very sorry for the disappointment you are

experiencing with your bonded leather set. I assure you that Bobs Discount

Furniture cares very much to satisfy all our customers and we stand behind the

quality of every product we sell including our valuable Goof Proof Protection

Plans.

Your sales record reflects that you have had possession

of this furniture since 9.10.2010. The manufacturer warranty associated with

this merchandise was effective for one year, beginning from the date of

delivery. In speaking with [redacted] I was able to locate a claim made under

your plan in July of 2013 regarding a plastic hair clip tearing the leather on

your product.

Bonded Leather offers the look of luxury at a much

more affordable price point and as its name depicts, bonded leather is real

leather that is adhered (or bonded) to a fabric backing with a strong adhesive.

Over time and with any amount of usage the heat from our bodies and friction

from use causes expansion of the molecules that join the bonded leather to the

fabric backing. Bonded Leather is manufactured the same way industry wide and

peeling over time is not isolated to the bonded leather products we sell at

Bobs Discount Furniture. If you continue to purchase/maintain bonded leather

furniture in your home regretfully peeling can occur based on the nature of

this material’s manufacturing process.

[redacted]/goof proof is designed to provide coverage

against most common types of in home accidental damage. We do expect our sales

professionals to provide a general overview during the excitement of your sale

and just like many other protection plans sold on automobiles, electronics, and

housewares there are exceptions to coverage in order to keep the plan fair for

all consumers. I appreciate your account of how our valuable plan is being sold

and I most certainly will be following up with our retail location to ensure

that our customers are receiving the best care possible. For your knowledge we have

a vast interest in protecting our customer’s purchases in any way we directly

can and because of this we upgraded our plan in 2013. We currently sell Goof

Proof Plus to cover factory defects that may occur along with accidental damage

coverage still directly managed through [redacted].

Bob's Discount Furniture appreciates your business

and promises to stand behind our furniture, even after the expiration of the

manufacturer warranty. As a courtesy, you may return the sofa and loveseat for

store credit minus a 50% usage fee. We will also provide you with a store

credit on the monies you paid toward the Goof Proof plan that you allege was

not properly recommended to you; the total available store credit will be $499.99

and you will be responsible for delivery. Unfortunately, parts are not

available.

It is our hope that you understand our position and find our offer fair.

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.

Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them?

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: For 18 months I have been requesting a replacement part for the couch that I purchased. In the summer of 2014 I was denied a warranty claim but Bob's Discount Furniture acknowledged that they were in the wrong. The person denied the claim based on her representation of the facts which were mistyped and mishandled.

In the summer of 2015, after many hours on the phone, Bob's agreed to send two replacement parts (2 cushions) for the damaged parts.

In January of 2016, I received one cushion core with no casing. The Service Part order number [redacted] did not come with a casing.

On 1/18, I called Bob's Discount t complain and was told by both Aisha and Angela (supervisor) that there was nothing I could do and I would not be given the cushion casings unless I paid for 2 whole cushions.Desired Settlement: Send 2 Black cushion casings (core not needed) as promised in summer of 2015

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the processing error that has caused our

customer to experience such a tremendous amount of failure from us. The

customer’s merchandise was purchased in 2011 therefore the item is out of

warranty with us directly however the customer is completely accurate in

stating that they were approved for two (2) seat replacements and not just one

(1).

I was able to locate the original documentation that indicates the initial

order was intended to be for two seat casings and I truly apologize to our

customer that they have been met with any hassle in seeking their second seat.

I am unable to order the casing and core separately as the vendor only

offers the two parts as one. I have placed the order for the additional seat

casing/core for our customer (Service order number: [redacted])

and the current anticipated arrival time is late May of 2016.

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: We purchased the couch and love-seat combo (almost) a year ago, 3 months ago stuffing started foaming from the back/cushion. We do have little children and are aware that things can become damaged from climbing. We have insurance and were guaranteed by the sales-rep to buy the insurance to cover any, yes any damages and will get replaced if need be. We for the past month have been placed on hold and pushed from one customer care to the next. After a few weeks we finally got through to the very rude reps, they told us we will need to purchase a new part for our couch!! Why are we purchasing anything if it was guaranteed under the warranty? They send an agent to look at the damages, when he came he was very rushed and took a few pictures of the damaged piece, told us to sign and that they will contact us within 5 bushiness days. Nobody contacted us and it was NOT a holiday weekend. So we called up and my bobs told us to call "GOOF", and goof is claiming they don't have a copy of our warranty on FILE!!! SO bobs send it over eventually after 4 business days. We called GOOf after the 4 days, they claimed they received it and since it falls under a year its under the manufacturing company, and that they DON'T cover until the warranty is up! Goof put us on with bobs and bobs is saying the opposite and Goof only deals with minor claims. Goof only does a one time claim- they are saying that. We are very upset about the unprofessional attitude of this company and want our claim to be looked into indefinitely. The rep who was sent down to evaluate the damages was very unprofessional, and did not spend enough time talking with us about our issues with the couch.Desired Settlement: We need our cushion to be replaced, currently the foam is seeping out of the couch and is in no shape appropriate for use.

Business

Response:

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name, address provided here, and email address. I can find no account records at all and am unable to move forward in investigating this concern further. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase.

Review: I bought a bedroom furniture set for my daughter's 16th birthday. I could have bought from any other furniture companies but chose Bob's Discount above the rest. I explained the objective of the purchase clearly to the sales rep and the store manager that this is a gift for my daughters 16th birthday. In fact, our daughter had to make another selection as the original choice wasn't available. Delivery on time was critical for us and it was well articulated to both the store rep and store manager. The delivery was set for Thu, Sept 26. To our disappointment, we discovered that the dresser, TV cabinet and server were damaged with manufacture defects. We called the store and we were told that an immediate delivery will be made on Sat, Sept 28 first thing in the morning. I had several preparations to take care of due to my daughters 16th birthday celebration on Sun. I waited the entire day of Sat and at approx. 5pm I called the store and was informed that the warehouse forgot to load our furniture into the pickup van in the morning. Not a single call of courtesy was made to us by the warehouse or delivery team or the store to notify us of the mistake. Bob's Discount demonstrated apparent lack of professionalism and lack of responsibility. They didn't care or value our time at all. My wife had to manage all the preparation for my daughter's event while I had to wait for the delivery, which never transpired. Bob Discount ruined my daughter's 16th birthday.Desired Settlement: Bob Discount demonstrated apparent lack of professionalism and lack of responsibility. They didn't care or value our time at all. Nor did they value the feelings of my daughter. Bob Discount ruinned my daughter's 16th birthday.As a result, I want Bob Discount to provide an apology letter and compensate for the loss of time and aggravation we had to endure. We demand a 50% off from the furniture costs.

Business

Response:

I spoke with Mr. [redacted] and he expressed his frustration and disappointment with his merchandise and delivery experience. Mr. [redacted] has received delivery of all merchandise items and was requesting a 50% refund of his order, in addition to the delivery fee that we had already credited; Unable to honor his specific request Mr. [redacted] and I reached an monetary agreement of $260.91 in addition to the $129.99 delivery refund for a total of $400.00 off his order.

Review: I ordered an bed for my daughter online. The bed was delivered app. 4 days later. We were in the proccess of painting my daughter room when the devilvery came so we had no place for the guys to set up the bed so they asked if we wanted to just assemble it ourselves and we agreed. two days later we went to open the box to assemble the bed and there were damages to the head and footboard of the bed so I called the 1800# to have them to replace the item, the rep looked and stated that the item was on back order until May and I stated that I could not wait that long for a bed and asked if they could swap me a comparable bed or something and they stated "I'm sorry we do not swap or give any curtosity credit ". I then asked to speak to a manager and she was of no help she was unwilling to help me or do anything to satisfy me as a consumer so I then asked her a full refund and she stated that because the delivery guys did not see the damage that I would only be issued "store credit" I then stated that it does not say that anywhere online nor is it printed anywhere she said well I do not know what to tell you its nothing we can do besides the store credit because our delivery guys did not see the damage . I told her that I have nothing to gain form damaging my daughters bed. I asked to speak to someone higher and she said I'm the only person you can talk to and my manger will tell you the same thing. I expalined that this is no way to do business and treat your customers, I expalined that if you are selling products its your duty to stand by your products and if there are any issues do everything that you can to satisfy your customers. I then asked how much store credit will I be receiving and she told me the price minus the delivery fee, I asked her with all the inconvience and lack of customer service could I have that waived so I can use that towards my purchase and she said no its our policy and I then said you delivered damaged goods to me that I can noot use and you will be sending someone to pick up the damaged goods so I really did not receive any servuce and then the manager said well its our policy and I don;t know what to tell you. I then said I am very disappointed and will be contacting the beter business bureau and the representative then stated "go ahead and do what you have to do". and then hung the phone up on me.Desired Settlement: I would like a full cash refund for the bed including the delivery fee as well as a call for the cooperate office.

Business

Response:

Good Morning Revdex.com,

I have responded to this customer via telephone today (2.12.2015)

and provided her with my sincere apologies on behalf of Bobs Discount

Furniture.

We have provided our customer with a resolution that she agrees is

satisfactory and we thank you for providing us with the opportunity to make our

failures right by our valued customers.

At this time we consider this complaint closed as resolved and

look forward to satisfying our customer with new merchandise.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I brought a leather sofa and loveseat set in 2010. It was advertised to be bonded leather. I called last year to complain that the cushions on the sofa were peeling. [redacted] and Bobs staff came out to assess the problem. [redacted] stated it was not a tear and it wasn't covered. Bobs refused to provide a new cushion. I was told I had to pay for a new cushion at which time I did for $100.00. in the last few months I noticed the top cushions on the sofa are peeling and the cushions are started to peel again. I called again and this time Bobs staff comes out after stating they had problems with a manufacturer because of poor quality. they came out and assessed the chair and stated its not under the 1 year warranty and they can't do anything. The sofa is not leather as it is peeling like its faux leather. I thought Bobs would stand by its merchandise and quality to keep its customers coming back. I payed for the protection plan after being told they cover everything. I am displeased with how this was handled. I would like my set which I did love replaced or repairedDesired Settlement: I would like for the furniture to be replaced as this set is falling apart

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing

with your bonded leather set. I assure you that Bobs Discount Furniture cares

very much to satisfy all our customers and we stand behind the quality of our

products even after the expiration of our one year guarantee period.

Bonded Leather offers the look of luxury at a much more

affordable price point and as its name depicts, bonded leather is real leather

that is adhered (or bonded) to a fabric backing with a strong adhesive. Over

time and with usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling over time is not

isolated to the bonded leather products we sell at Bobs Discount Furniture. If

you continue to purchase/maintain bonded leather furniture in your home

regretfully peeling can occur based on the nature of this material’s

manufacturing process.

If you would like to reselect to a different set, made of a

different material that may fit your furniture needs better we can offer to

credit you 80% of the original cost you paid for both the Queen Sleeper and the

Loveseat from your ‘Park Place’ set. We can also offer to cover the cost of the

new delivery fee for the new merchandise you pick out. We will expect to remove

the current merchandise in your home on the same date we deliver the new

merchandise you pick out.

Please let me know if this option for resolution is

acceptable to you and I will process the necessary paperwork and have our

retail location contact you to make you aware of your available credit.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: I gave Bob's in [redacted]t $350 in cash the day I purchased furniture from bobs and financed the rest. The furniture was delivered damaged so I returned it. I was sent a check in the amount of $243.63 directly from Bob's on October 8th, 2015. I later received a check from [redacted] after having to constantly remind Bobs that they needed to order the difference of $106.35 from [redacted] I received the $350 and thought I was done. Today I received a letter from [redacted] that we owe them $106.35 because Bobs filed a dispute that we were over credited. This is theft on the part of Bob's and they are trying to have me charged for items I never even had in my home and were returned.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest

apologies to our customer for any miscommunication that occurred to cause a

delay in their refund of $106.35. Our records indicate that we initially over

–refunded this remaining balance to the financing account used and the

financing company [redacted] credited it back to us at a later date. As

far as I can tell there is no dispute open on our end as we initially refunded

more to the financing account then was necessary, therefore no reason to

dispute anything.

At this time if the customer is

receiving a bill directly from [redacted] or has cashed any checks sent from

[redacted] that financial settlement remains between the consumer and [redacted] only.

We have created the necessary

paperwork to refund the $106.35 to the customer, as this was a cash payment the

customer can expect to receive a corporate check as outlined on their sales

receipt, within the next 16 days. For reference the refund credit order number

associated with this transaction is: 61534877.

We apologize again for any errors

on our end and consider this claim closed as resolved at this time.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I am very disappointed and upset by the way my claim was handled by Bob's Customer Service employees, especially the store Manager Involved, [redacted] and the third party involved, the Company that is handling the extra warranty for the furniture that I bought from Bob's. Around end of December, 2014 my fabric armchair and couch got some black[redacted] marks due to my son creative skills. I was not able to remove them, but I was relieved because when I bough the products I purchased and payee extra for the [redacted] Plan (extra warranty). The Company that handled the claimed told me they need the Invoice in order to send a specialist to fix it, so I called Bob's Store In [redacted], NY due to the fact I made the purchase 2 years ago, I think. I called the store on December 30, 2014 and I spoke with[redacted], she said she will send it, she did not. I called again on January 5th, I spoke with [redacted] and[redacted], she sad she will fax it, she did not. Again, I called on January 14, 2015 spoke with an employee, then with the manager [redacted] who said she will fax it and I asked the Invoice to be emailed to me, too. She did not emailed me any document, she did not even bother to get all my data to locate my account, nor did she fax it to the third party. Very unprofessional customer service, poor skilled employees incapable of locating my account ( I was a long time customer and loyal to the brand), manager that totally lacks experience and needs appropriate training. I wasted three hours on the phone because the third party Company had a waiting of 30 minutes and I call more than 5 times.Desired Settlement: I expect [redacted] Furniture to come and exchanged the pieces that are stained and covered under the extra warranty I paid for.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the disappointment the

customer cites to have experienced while requesting that we update their sales

records with[redacted]. We assure the customer that we care very much about

taking ownership for the agreements we have made to any customer and will address

the coaching concerns our customer has presented to us with urgency.

In regards to the [redacted] claim the customer has opened for

the accidental damage, this claim is currently being handled directly thru the[redacted] company.

Under claim #[redacted] the [redacted] company cites that they

have been trying to reach the customer by phone continually since 1.16.2015 to

discuss the claim. Their records cite that the customer’s telephone number goes

straight to voicemail and does not even ring; they are unable to leave a

message because the message machine indicates that it is at capacity.

I have attached the letter that the[redacted] company has

mailed to the customer as of today (1.22.2015) for your review as well as the

customer’s. The [redacted] company has been trying to dispatch a service

technician to the customer’s home to address the concern she reported to them.

Given the partner agreements we maintain with this third

party company we are not permitted to insert ourselves into a claim that is

actively being handled by their company. At this time we encourage the customer

to respond to the [redacted] company via the directions provided in the attached

letter.

Kind

Regards,

Bobs

Discount Furniture

Review: I purchased the Libre 2 right facing sleeper sectional at the end of August. Shortly after I had my father come to stay and sleep on the sleeper mattress and he developed bites and rashes. I took him to our primary care who determined them to be bedbug bites. We had lived in that apartment for several months prior and had other furniture in that living room that we had with us for years and NEVER had any problems with any bugs or infestations. We had a specialist come to our home to investigate and he confirmed the presence of bed bugs at several advanced stages in the couch alone and stated that there was no evidence of bugs anywhere else in the apartment and they were confined to the couch and in his expert opinion that type of distribution is evident when a piece of furniture comes in to a home that does not have an infestation and the piece is infested and was indeed the nidus of the bugs present in our home. As further indication of the piece being the sole culprit we had also purchased a mattress and boxspring with that same delivery and had no problems with either item suggesting the couch it self was the sole harbinger of the infestation. We have called Customer service to share our complaints and they were extremely rude stating there was nothing that could be done and more or less hung up on us. We spent additional money for the goof proof coverage and we were told that we should have just said we spilled something (LIE) to be able to have our concern addressed. Im appalled at how a company could deliver something like this, handle a loyal customer (Ive purchased several pieces in the past) in such a rude manor and then suggest we be untruthful in order to have a resolution to a problem that has now costed us an additional $1400 for the specialist and medical copay for the primary care visit in addition to the actual furniture!Desired Settlement: At the very least please come remove this sofa immediately and replace it or provide a refund/store credit. Also please look into employees professionalism in handling customer complaints.

Business

Response:

Good Morning Janeen,

I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The sleeper sofa and the

sleeper mattress that you purchased was a new product that was wrapped from the

manufacturer. I can imagine that this ordeal has not been easy on you, but the

facts are that the source of bed bugs are from somewhere other than new

furnishings. This type of pest strongly prefers a human source to survive and

thrive from. They move around by hitch-hiking on people and their belongings,

our records reflect that this merchandise was delivered to: [redacted]. Based on all public education available via the internet

alone it is more likely to consider that the original address you were located

at or the new address you have listed on your Revdex.com posting is experiencing an

infestation in one or more of its units. Apartment buildings or multi family

dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and

wire holes. The second you put your bag down, they can jump into it and you

would never know it until after you’ve gone home. If you have in fact moved the

merchandise from the original delivery address the infestation in the sofa

could even have occurred during the move.

While I understand what you have posted regarding the

exterminator’s findings the place and centrally located home the bed bugs have

chosen to congregate in does not in any manner corroborate stating that we (as

a furniture retailer) delivered you product with an infestation. As indicated

above - Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

Review: I purchased a Monitbello table for my sister back on 12/4/11 for her new home.Today, 2/26/2014 I contacted Bob's Discount Furniture to file a claim for the damaged furniture. Within the last month, the tufted buttons on my chairs pooped out and left to hang from the chair, and the other night, I moved one of my chairs and the front leg splintered and shattered apart.When I spoke with the customer service rep from Customer Care, she told me that the problems with the chairs were "part of normal use", therefore nothing was covered.I purchased the Goof Plan to ensure that my furniture would be protected, yet nothing is covered under the plan.I want to make a formal complaint, not only against Bob's Furniture located in [redacted]. I want to file a complaint against ALL BOB's Furniture stores for their lying, cheating and scamming its customers.The customer service rep was unprofessional when she spoke to me, and insisted that was their policy.I too am a business owner, and I will make sure that I notify anyone/everyone that Bob's is a scam, and not to purchase anything from them.I hope this complaint impacts Bob's sales, because they sell crap furniture while insisting you purchase the protection plans; then doesn't cover anything useful. Bob's Discount Furniture is a scam, with terrible customer service.Desired Settlement: I want all four of my chairs replaced FREE of charge without any lip service from Corporate, or the individual store.I want an apology for the rude customer service rep that spoke with me. I want what I paid for, nothing more.

Business

Response:

Good

Morning [redacted],

I

am so sorry that you have been having difficulty getting your concerns properly

addressed and I apologize further that you feel the service you have received has

been insincere and unsympathetic. I can assure that having been our Customer

Care Department Trainer for several years, we genuinely do care and wish to

solve every concern any customer has.

Our

Goof Proof Protection Plans are extremely valuable protection plans when used

within the appropriate guidelines and we continually find more successful

results with customers who have purchased these plans verses customers who have

not purchased the additional protection. It is never our intention to simply

deny a customer a resolution for their concern and I apologize that you have received

such a lack of appropriate attention towards your complaint.

While

I understand that you do not want to spend any more of your valuable time on

this concern I am unable to properly located your (your sisters?) account with

the information you have provided me. I did locate an account by address that I

think may be your sisters, is her first name [redacted]? I really do have a vested

interest in helping you resolve the concerns with these chairs and I appreciate

you bringing the obvious coaching needs we have to my direct attention. Would

you please respond to me with your sister’s full name, telephone number she

used for this purchase, sales order number, or delivery address so I can verify

that I am offering the correct customer resolution? If I may, I would also

suggest that you attach pictures of the chairs and their concerns to your

response so I can review these damages with my Service Management Team. If a

service technician has already been to your sister’s home we can work off of

his report, however with pictures I can most likely have a direct answer for

you with 1-2 days of you sending them in.

Thank

you for your time and I apologize again that you have been so disappointed by us;

I only wish to make this right for you [redacted].

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Purchased a brand new bookcase three weeks ago. The first delivery was scheduled two weeks ago, and the bookcase arrived damaged. We agreed to exchange it. Waited another week, they arrived earlier than they supposed to and the bookcase they brought in was also damaged. Delivery guy told me the case was damaged a day before and they supposed to call me but they didn't. Anyways, at my house they called customer service and the guy on the phone refused to bring me the new bookcase in the same day and offered a $30 gift card towards the next purchase (As if I'm returning there). No partial credit to my credit card. Already wasted two days on them and still haven't gotten the brand new case I paid for. Customer satisfaction guaranteed are just words. Worst business ever.Desired Settlement: They can either provide a partial refund or waive their delivery fee as they cannot deliver the bookcase I paid for a month ago.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the multiple deliveries

of the bookcase and the understandable inconvenience these deliveries caused to

our customer. As a retailer we take our responsibility seriously to honor the

original agreement we have made to deliver our customer the factory fresh (non-damaged)

merchandise they selected and paid for via our showroom. This customer’s account reflects that all merchandise concerns have

been fully rectified as of July 3, 2015. We acknowledge the reasons why our

customer is seeking a further form of apology and stand behind the value that a

Bobs Discount Furniture Gift Card holds today and always.

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 expand

into new markets and continue to grow as rapidly as we have. 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 by using a gift card.

Should our customer wish to accept our offer of further apology we

will be happy to process and mail out a Bobs Discount Furniture Gift Card in

the amount of $50.00.

Please ask that the customer respond to this Revdex.com communication as

satisfied to have this gift card offer processed and we will mail this gift out

in approximately 10-14 business days from the date we receive their response.

For all purposes of confirmation the Bobs Discount Furniture Gift

Card (if accepted) will be mailed to:

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: Bought furniture in October - had the furniture about a month and a half - the furniture is of poor quality. The chair - if you sit in it it will rock over if you lean on it. I called Bob's and complained that I didn't want the furniture - they issued me a store credit for $1,500.00 - I paid $2,000.00 for furniture - they charged me a restock fee and the $150.00 delivery fee. I wanted my money back and they refused. Went to the store to try to use the credit, but there is nothing there that I want. I do not want the store credit.Desired Settlement: I would like my money back or at least a credit for the full amount that I paid for the furniture originally.

Business

Response:

Good

Afternoon [redacted],

I

apologize that it has taken me several days to respond to you and I further

apologize that you have been dissatisfied with the product that you purchased

from Bobs Discount Furniture.

As

of this past Saturday (2.22.2014) the pending credit you had in our system was

applied to a new sales order that is scheduled to be delivered on 3.07.2014.

This new sales order reflects a dining set that is scheduled to be delivered on

the same date we have scheduled to have the living room set you are no longer

happy with picked up. As the order for pick up is tied to the delivery of your

new dining room set I am unable to provide you a refund of that credit.

I

am so sorry again for the aggravation we have caused you and I do hope you find

joy in receiving your new dining room set. Please let me know if there is

anything I can do to assist you further.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: After finally deciding to visit a Bobs Store, we were greated by a very friendly sales rep, (this complaint has nothing to do with the sales rep or the individual store). My wife and I were looking to replace an aging living room set. We picked out the furnature that worked for us and after asking some VERY SPECIFIC questions about the set we were assured that this was going to work for us. We purchased the set along with Bobs Goof Proof Warranty and had to wait 2 weeks for a delivery day that worked with our schedual. Not an issue.. On October 24 our new set arrived. The delivery men were polite and neat. The furnature was set up and after a quick inspection I signed the paperwork. After 2 days in the house I began to notice several strands of thread working loose on all the pieces, I didnt give it a second thought and trimmed them off. After another 3 or 4 days I noticed more strands and some satples working loose from under the couch. I was leaving on a business trip the following week so I figured I would contact Bobs when I returned about this short list of flaws. When I returned my wife brought a few more issues to my attention, pillows starting to sag, noise from the wood everytime someone sat, sagging material on the chair, and shifting material on the ottomin. I called Bobs customer service. They apologized for the inconvinience and set up an appointment for someone to come out and inspect the furnature. (Remember at this point I have had the furnature in my house for only 2 weeks total!!)They set up for the 18th of November for the inspection..Another 2 weeks.. On the inspection day, the man arrived, looked at the furnature, sat on it, took photos and stated that the entire set was defective and he would call in for a full replacement. I spoke to the customer service rep and told her that at this point based on my experience, I just eanted a refund and I would shop elsewhere. I was told that this was not an option and she would allow us to go back to the store and "repick"Desired Settlement: after 3 months of headache and missed days at work, I just want my money back. They finally went to deliver a replacement set yesterday and that set was damaged also, I would not accept it. I called in and spoke to the customer service rep and a so called supervisor and they basicly told me I was out of luck, we could re pick again. I wanted to speak with someone higher up but they will not allow this!! I was told by [redacted], "I am the top there is nobody higher that you can speak to..

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today (2.21.2014) and approved his request for refund. He has my direct contact information and will follow up with me in regards to when he would like his merchandise removed for refund.

Thank you for your assistance in helping me resolve this customers concern,

Bobs Discount Furniture

Customer Care Corporate Liaison

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 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,