Bob's Discount Furniture

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.

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: 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 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 purchased a dresser 18 months ago from Bobs, and I also purchased their Goof Proof Plus warranty package. According to their website the Goof Proof Plus is: Q: What is the Goof Proof Plus Plan?A: You have the option of extending our Bobs one year factory defect guarantee to five years with the purchase of our Goof Proof Plus plan. The Goof Proof Plus plan not only extends our Bobs factory guarantee from one to FIVE years, it also protects you from a variety of accidental damages you may cause in those FIVE long years! Click here to see what it covers.At the beginning of December 2013, one of my drawers jammed and wouldn't open. So, I called Bob's and they sent a technician out. He said that he couldn't repair it and I had to contact Goof Proof. I contacted Goof Proof, and they said that they do not cover the sliding mechanism of the drawers, and that would only be covered by the manufacturer's warranty. So, I called Bob's back and they offered to order me new sliding drawer mechanisms, but they wouldn't be in until March. I explained that the drawer was unuseable currently and that March was unacceptable. THey said that the drawer had been inspected by their technician, and he deemed that the parts were broken by me, the customer, and weren't defective, so there wasn't anything else they could do. Bobs "Goof Proof" plus plan is misleading and a rip off, especially when moving parts aren't covered under the plan.Desired Settlement: I would like my dresser swapped out for a new one. The only thing that is broken is the slide mechanism, and there are no signs of abuse or damage on it.

Business

Response:

Good Afternoon,

I have spoken to [redacted] today and we have honored his request for an even exchange. I conveyed my apologies to him in regards to the concerns with this merchandise and our failure in passing him to [redacted]. I have also mailed him a copy of his Goof Proof Plus contract for accidents to eliminate any confusion we may have caused.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I received a damaged Kitchen table from Bob's Discount Furniture of [redacted]. I submitted photos to Bob's of this damage, at their request, and called 3 different numbers all of which gave me the run-a-round. I purchased 'Goof-Proof' insurance and also know that this happened in delivery. They are refusing to 'Repair-or-Replace' my table. I purchased several thousands of dollars worth of furniture from this company and feel that my table should be replaced. I did not cause the damage, it was taken out of the box and found to be damaged. They are claiming that since it was not reported within 3 days of delivery, there is nothing they can do. Due to renovations, the table sat in it's original packaging from 7-5-2013 when it was delivered until today (1-3-2014) when we were ready to put it up. It was never moved, dropped or anything else from the original spot the delivery men placed it. Their practice of refusal to grant me a replacement and/or honor my 'Protection Plan' is an outrage. I have read many other reviews of customers having this same issue with them. I refuse to be 'stuck' with a broken table that I cannot use or get a refund/replacement for. Their practices are, both, deplorable and under-handed.Desired Settlement: I want Bob's to furnish me with a replacement of my kitchen table at no cost to me.

Business

Response:

Good Evening,

I have reached out to [redacted] via telephone and left her a message with my direct contact number. We will agree to exchange the pub table as she has asked and I will work directly with her to ensure she is satisfied with this resolution.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a new sectional couch in July of 2013 from Bob's Discount Furniture. I also purchased the "goof proof" protection plan, which covers any damages that would happen to the couch. A seam in my couch ripped and now has become a hole, causing the stuffing and springs to come through. I have contacted bob's, who twice has sent out technicians who have determined that it is not covered by Bob's. I was instructed to contact Goof Proof, who have also determined that they do not cover damage and that Bob's should be covering the damage. Noone will help me or take responsibility for fixing the damage when I paid for the insurance.Desired Settlement: I would like this piece to my couch either repaired or replaced.

Business

Response:

Good

Afternoon [redacted],

I

am terribly sorry that you have been experiencing such concern with the corner

piece of your sectional. I do understand how aggravating it is being passed in

between two companies and I assure you that Bobs Discount Furniture truly

values every customer who chooses to spend their hard earned money with us.

Our

records indicate that the corner piece of your sectional not only has the seam separation

concern, but also has various damages of “chewed up” leather. Our technician

determined that this type of damage could have been caused by a dog. The

questionable “chewed up” damage is the main reason we have not been able to

provide you with a resolution. Yes, you did purchase the Goof Proof Protection

Plan which is a very valuable plan that we encourage all our customers to

invest in; however animal damages from teeth, beaks, claws and feet are

considered a preventable occurrence under the Goof Proof Protection Plan

guidelines. Like many other protection or insurance plans that you purchase for

electronics or your vehicle there must be certain exclusions in order to keep

the plan fair for all consumers. I am a pet owner myself and completely

understand that there are certain events that our pets can cause that are

sometimes beyond our control. Regretfully there is not a company or insurance

plan in existence that will take responsibility for furniture being chewed on.

I

have a genuine interest in helping you resolve this concern because Bobs

Discount Furniture is a company that knows how important each one of our

customers is and we continually strive to earn and keep their trust in our

business. In order to proceed further I will ask that you send me current

pictures of your sectional. You can respond to me through this channel or you

are welcome to email me these photos directly at [redacted] .

Please

send a minimum of two (2) photos to me. One (1) photo of your entire sectional

and one (1) photo of the corner piece and its specific damages.

I

sincerely want to help you [redacted] and await your response.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Hello,I am writing to inform about an Complaint regarding my CouchThere has been a tear that happened due to moving of furniture within the living room while cleaningThis tear is in the Center Cushion from inside material which gets attached to the back panelBob's Technician came and looked at it and said its hard to stitch the same as its from Inside Material and its NylonAs Bob sold me the Insurance which is from "[redacted] Products" which was sold when buying the Furniture, the Technician told me to contact the Insurance as they would cover this due to two reasons.1) Accendital Damage while moving the Furniture from one location to another2) Inside Material which gets attached to the Bean and the Stiches came off.I contacted "[redacted]" and they simply denied the claim stating that those Rips and Tears would not be covered as part of the InsuranceThe Inside Material is not covered as part of Warranty.Bob did not provide me the details while selling the InsuranceThey provided a sheet which covers all the Accidental damages to any furniture we buy from them where a Goof Proof is purchased which occurs with Rips, Tears, Cuts etcThis was a typical problem with the one I faced in these years of purchase and the Technician who came to look into it today and clearly stated that the Goof Proof Insurance sold by Bob's Furniture should cover this.Both [redacted] Products and Bob's were not willing to cover this damageThey washed their hands-off without providing or repairing the damage.They are trying to cheat Customers by selling or guidance on the Insurance Purchase and when the incident happens, both the parties blame on each other and do not cover anything.They said that I have to get it stitched from an outside provider and bearing the expenses.This is a clear Tear from the Inside Material (Back Middle Cushion) which gets attached to the Back Panel (Nylon Cloth) from InsideIt needs to be stiched or replacedNone of the parties are ready to handle it and deniedDesired Settlement: As Bob's Furniture sold me the Insurance (Goof Proof) when buying the Furniture and did not provide the Terms and Conditions, if the Insurance ([redacted]) is not ready to fix the issue, Bob's should either Repair or Replace the same.This damage did not happen purposefullyThis was an accident and the Tear or stiches coming off from Inside Material is not something I did itIf it has come out either the Insurance Company should fix it as Bob's sold it to us or Bob's should fix it or Replace
Business
Response:
Good
Morning [redacted],
I
am so sorry for the run around it seems like you have been receiving from Bobs
and [redacted]I do understand how frustrating this is and assure you that Bobs
Discount Furniture considers all our customer’s concerns a high priority
Our
records indicate that there is some confusion pertaining to the actual location
of the rip on your sofaThe Goof Proof Protection plan you purchased does
cover most accidental rips, it seems that they have denied your claim because
you reported it as a ‘seam separation’ rather than a ripSeam separations are
not covered under the accidental protection plan and are usually an occurrence
that Bobs Discount Furniture can take care ofYour account becomes a little
confusing at this point because our technician’s report states that the damage
is not near a seam and cannot be repairedI promise you Bobs Discount
Furniture would like nothing more than to be able to assist you further with
this concernAt this time I will ask that you please respond to me with
current photos of your sofaI can review these pictures with my Service
Technician Manager and we can discuss, if any, what options for resolution may
be available to you
If
you’d like you can respond to me through this channel or you may email me the
photos directly at [redacted]
Please send a minimum of two (3) photos to meOne (1) photo of
your entire sofa from the front, (1) photo of your entire sofa from a side view
and one (1) photo of the sofa’s damage up close
I sincerely want to help you [redacted] and
await your response
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: 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: 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: 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: 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: I bought a complete bedroom set.At this time I also purchased an extended service plan. The first time I called bobs for an issue they sent a person to repair but the fix was wood screws instead of replace as the plan suggested Mfg defect. Since then I have had issues that I overlooked for the fact who wants to go through the hassle but my bed frame split down the middle.I have called bobs once again and the reply was mfg defect I said ok I have the extend service plan and was told that was not covered only accidental breakage was. Now I am left with no bed to go with my set and a plan I can not use . I have called [redacted] but they never answer I ve waited for hours. The store did offer to split the difference but I will again have to pay out for something I have already payed for and unable to match in likeness. please help.Desired Settlement: I would like replacement of my bed at no cost per agreement not the whole bed just the broken piece or return and give me full refund for a mix matched set which was not how I bought it.

Business

Response:

Good Afternoon Revdex.com,

I am very

sorry to learn of [redacted]’s concerns with his bed. I do understand his

frustration and apologize further that he has experienced issues while trying

to get in touch with [redacted]. I assure [redacted] that Bobs Discount Furniture

genuinely cares about resolving our customer’s concerns and we have provided

[redacted] with a direct example of this care.

Our records

reflect that on 5.17.2014 we stepped in and entered a pro rated reselection

credit for [redacted]’s bed, in this credit we also included an additional $69.99

credit for the monies he put forth towards Goof proof. Had [redacted]’s claim been

honored through the [redacted] insurance company he would not have received that

additional credit. [redacted]’s merchandise was delivered in 2012 which indicates

that he is very far outside of the manufacturing warranty Bobs offer’s on his merchandise.

Again I truly apologize that [redacted] has been experiencing any issues with his

bed however as a business I cannot see how Bobs Discount Furniture has failed

[redacted] in this scenario.

The coverage

that [redacted] purchased for five years insurances customer caused accidental damage

only. In the event [redacted]’s concern on this bed was the result of an accident

he committed; the [redacted] company would not be offering him a credit for the

other items within his bedroom set, that have been in his possession for nearly

two years that have no reported concerns. As [redacted]’s bedroom set is no longer

under a Bobs warranty we are unable to offer him options for recourse. At Bobs

Discount Furniture it is our continued goal to satisfy our customers and like

any other business we must make choices based on balancing our customer’s wants

and the needs of our business overall.

As an

extreme and additional courtesy I have updated [redacted]’s credit to reflect the

total amount he originally paid for the bed instead of the pro rated amount we initially

offered and processed for him. We have also approved covering the delivery fee

of [redacted]’s new bed and the cost of removing and disposing of his old bed.

Thirdly, I have also extended the credit’s expiration deadline (it will now

expire on 9.17.2014) for [redacted] so that he may have more time to visit our

showroom and see the many beds we have to offer that will fit well with the

rest of his set. I apologize to [redacted] again and assure the Revdex.com that Bobs

Discount Furniture has already worked outside of our normal polices and made

exceptions to assist our customer.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate 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: 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: 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: I ordered my mattress on the website "[redacted]." I had been to the store in [redacted], ** and the mattresses were fine quality. They has bob-o-pedics that were refurbished and labeled as such for discounted rate. Then they had discounted mattresses but nothing was labeled defective. They were all acceptable to sleep on. I did not see a queen sized mattress so when I left the store I intended to come back and check the next week. I went online to find out more information about the [redacted] website said nothing about selling defective merchandise on the website. It stated: "The [redacted] is my Online Bargain Center, filled with discontinued & overstocked items, where you will definitely save a ton of money! My [redacted] features only brand new products in original factory packaging! ALL have been sold at original prices on my retail floors! My Bob’s furniture at less than my everyday low prices! A LOT LESS! And my five star, full service delivery, is available! Keep in mind, when they’re gone…they’re gone! So ACT FAST if you want to save a TON of money! Jump into the [redacted] and enjoy the ride!!"

I browsed through the merchandise and saw mismatched mattresses and again it did not say anything about defective. The Mismatched mattress was advertised as "Queen Size Mattress & Foundation with Mismatched Covers.I can hardly believe it! A BRAND NEW Queen Size Mattress and Foundation for ONLY $199?!? YES..that's right, BOTH pieces for just $199! It's crazy! Completely unbeatable, I know! The only reason I'm able to offer a price this insanely low, is because the mattress and foundation covers do not match! But who cares? You're going to cover them with a sheet and bedskirt anyway! No one will ever know you spent so little. Perfect for a spare room, kid's room, vacation home or a college dorm or apartment! Why pay more when you don't have to?Please note: Mattress & foundation have mismatched covers. Cover patterns will not necessarily look like those pictured.[redacted]SOLD ONLY AS A SET. THE MATTRESS AND/OR FOUNDATION ARE NOT AVAILABLE INDIVIDUALLY."

Presuming that the mattresses were simply mismatched and in acceptable condition quality wise, I bought a queen set. When the mattress arrived, they were both white. So they weren't mismatched at all which was a nice surprise.... the rest of the mattress qualities however, were not a nice surprise. The top mattress was completely defective.

MATTRESS DEFECTS

Springs grind and echo

Sitting on edge or putting pressure on any spot is a loud noise and spring gets caught makes a loud bang noise.

No support for coils, more like a mattress shell. Feels like they forgot to pad the coils

Feel like forgot to stuff mattress with something

Feels like there is no cover/coating for springs

No shocks or suspension.

It felt like thy gave me two box springs. When I called Bob's Service line to let them know they had send defective merchandise, the customer service representative said that my bed did not sound right at all and said she would send a technician out as soon as possible.

When the technician arrived, he concurred that the mattress should not make those sounds and it was in fact defective. When he called the main office to let them know his findings they asked to speak with me. I was informed that there was nothing they could do. They informed me that I had no recourse and no warranty even for defective merchandise.

Furthermore, they told me the technician was sent in error. The technician said to me after that he had been on calls before where there was no warranty so it was not unusual for him to have "no warranty" since it is not the same as defective. Why did he say he sometimes handles unwarranted beds if he was not to be called?

In addition to the fact that I received a defective mattress instead of a simply discounted mismatched mattress. I took the afternoon off work for the technician who came and agreed I had in fact been given a defective mattress. I was then told by the headquarter Customer Service account management team [redacted] and [redacted] separately there was no recourse for any of the issues that I faced when dealing with their company. However, after I had accepted I was at the end of the road and would have to throw out a $250 mattress that was one week old, [redacted] from headquarters called me and told me they were looking into it. So I waited patiently for the call back. I never heard back so today I called again and [redacted] and [redacted] let me know there was nothing they could do again. Another waster 25 minutes of my time.

In summary, I bought a mismatched mattress set that is defective. I called the Bob's defect line (not the warranty line) to have the customer service representative agree it was defective. I took the day off work to meet a technician who also agreed that the mattress was defective. I was told that the technician should not have been called and there was no recourse.

In regards to the warranty, I was not aware that selling defective merchandise was acceptable. In my opinion it is no different than a product that came damaged or broken. It is an accidental merchandise flaw that could be corrected but no assistance or ownership to the issue was given. It should not be such a dead end especially when it is confirmed to be defective and not simply customer dissatisfaction. If they could have assisted me in figuring out how to improve the mattress or offered to repair it versus repeatedly adding insult to injury for the entire ordeal. Alas, I now have to buy a new mattress and can't even sell this one to someone else with a good conscience. I will have to simply throw out the bed.

I urge anyone buying anything from Bob's to beware. If in the event it is defective or sub-par, you will be stuck with no recourse, so it may be well worth it to spend the extra money somewhere else.Desired Settlement: I would simply like a bed that is not defective. Another [redacted] bed is totally acceptable, just would rather it not be broken.

Business

Response:

Good Afternoon Revdex.com,

I have

reached out to [redacted] directly today to discuss this matter further (10.13.2014).

I am awaiting [redacted] call back to my direct number (###-###-####) to discuss

some options for resolution we have available for this concern.

We are very

sorry for the disappointment our customer is experiencing with this mattress

and the overall lack of care and empathy that has been applied to her concern

this far.

Kind

Regards,

Bobs Discount

Furniture

Review: I originally had my furniture scheduled to be dropped off on November 6 of 2014. I was placed on the waitlist for it to be delivered November 1 to a [redacted] city address. I had called and changed the delivery address to [redacted] due to a fall through with my leasing application. Unfortunately the lease in [redacted] also fell through and I had to change the shipping address once again to a [redacted] location. Upon doing so I requested that my delivery date be changed to October 31, 2014. I was told that everything was changed within the system and that my furniture all of it is to be delivered on October 31. I called them just days before the 31st to reconfirm that my delivery was still set for the 31st and was told that due to the fact that I changed my address to a [redacted] location that the furniture could not be delivered on that date. I was never notified upon initially changing my address that the furniture could only be delivered on either Wednesdays or Fridays. After receiving this information I was also told that part of my delivery (the mirror and tv stand) could not be delivered until the 22nd at the earliest date due to the fact that they were on backorder. I was never notified upon purchasing the furniture that any part of my order was on backorder nor was I told upon switching the address or the delivery date that my purchase was on backorder until I called them to confirm. Fast forwarding to the delivery date of November 5, 2014, only my large dresser was delivered on that date. My beds floorboard and footboard were broke and I was told that they will not be delivered due to the fact that they had been broken by someone at Bob's discount furniture. I was also notified that day that the only thing I was scheduled to have delivered was a large dresser and my bed. This was brand-new news to me as I was told by a customer service rep that the only thing that I would be waiting on for delivery would be a mirror and a TV stand. After contacting the account manager at Bob's discount furniture I was been told completely different information that all of my furniture with the exception of the TV stand was now available for delivery by Friday, November 7. They told me that they have to send a request to the shipping office to see if they can place my furniture on a truck for November 7 due to their mixed up within their company. Meaning I may have to wait an additional almost month to have a bed to sleep on and the rest of my furniture after being told that I would be receiving all of my furniture in totality by October 31 of 2014.I am now awaiting a call from the supervisor of the account manager and a call from the shipping office to see if they can even deliver my furniture by November 7. I was told that I would be hearing from them either by the end of business on November 5, Or the end of business on November 6. As of November 5 Bob's discount furniture has only delivered one large dresser. I have had a terrible relationship with Bob's thus far and at this point I am just hoping to receive my furniture by the dates that they stated. I do not understand how they keep their business afloat conducting in this manner and would like some backing in ensuring that I receive all of my furniture with the exception of the TV stand by November 7, 2014.Desired Settlement: I would like to receive all of my furniture, undamaged, with the exception of the TV stand by November 7, 2014. I would also like to be ensured that I received my TV stand on the day of November 28, 2014 as promised. I would also like to in sure that I speak to the supervisor of the account manager within 72 hours of November 5, 2014 in order to leave my complaints and concerns with he or she.

Business

Response:

Good Afternoon Revdex.com,

We sincerely apologize for the inconvenience this

customer has experienced while seeking to receive her merchandise. I certainly understand

the frustration of having to continually switch addresses and I apologize

further that while the address was being continually updated the stock of this

merchandise became questionable. When a shipping address is updated after the

initial time of sale our inventory system forces a recalculation of stock

because the distribution center the merchandise is coming out of depends directly

on the shipping address. The final [redacted], ** address is an

exception to our usual delivery routes and I apologize again that having this

merchandise shipped to this address had to ultimately cause our customer more

stress. Had we known about this address at the time of sale we could have

prepared the customer for the ‘out of zone’ availability for this address.

Our

records indicate that as of today (11.12.2014) the merchandise was delivered to

our customer’s residence. The customer’s account further indicates that the

mirror arrived with a minor cosmetic concern that we are seeking to repair for

the customer by way of a professional technician that we have on staff. We

tried very hard to get our customer added on for a service appointment on

11.14.2014 and regretfully we contacted her by phone this afternoon to advise

her that we are fully booked for the 11.14.2014 date and all the technicians we

have on the road are scheduled to their legal max capacity of work hours. Since

we only go out to this customer’s area (to service) on Friday’s we can

certainly try and request an appointment for 11.21.2014 or 11.28.2014 (to

coordinate with the already scheduled delivery of the TV Chest) if the customer

wishes. We ask that the customer contact us at our Customer Care Office

(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate

her further with the service appointment.

We

apologize again for the aggravation the customer has experienced and we thank

the customer for their feedback so that we can properly coach our agents into

always offering the best care possible.

Kind

Regards,

Bobs

Discount Furniture

Review: I placed an order for a couch then several days later my wife placed a separate order for two dressers with a different credit card. The dressers arrived without incident. The couch arrived a few days later and didn't fit through my hallway and the delivery men caused nearly $1,000 in damage to my home. Needless to say, I contacted Bob's in order for them to refund the price of the couch and to file a complaint regarding the damage caused by their delivery team. After speaking with Bob's on 11/12, I was assured that the money would be refunded and someone from the property claims department would contact me the next morning to open a claim. Not only did they fail to contact me the next day, when I called they told me that I had to contact the store directly to process my refund. After spending nearly an hour on the phone with the store, they refused to refund me the full amount for the couch. The store claims that the orders were combined and thus I received a discounted delivery charge for the second order. Thus, when I cancelled the initial order the delivery price for the second order increased by nearly $40. In the end, they refused to refund me the full price paid for the couch. I consider this action theft.Desired Settlement: Repair or pay for the damage to my home caused by their delivery men and refund my credit card for the full amount paid for the couch.

Business

Response:

Good Afternoon Revdex.com,

We are sincerely sorry for any confusion and inconvenience

caused during the sale/delivery process

for this furniture purchase.

[redacted] returned sectional with [redacted] & taxes

comes to a total of $15.19.72

Our records currently indicate that we are refunding [redacted] $29.99 +tax from his

original delivery fee ($32.53).

Per my calculations the merchandise [redacted] did have delivered

(a dresser and a chest) would have carried a cost of $99.99 per our normal

delivery fee tiers.

[redacted] original sales order indicates that he was charged

$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax

= $76.05) from his original delivery charge.

I have entered the credit number for [redacted] to refund the

remaining $76.05 I believe is owed to him from his return.

Please advise [redacted] that should he want this refund processed

fully, along with the refund for the $1552.25 on his sectional, [redacted], and

partial delivery fee he should contact his retail location directly at:

###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to

the office).

For his records the credit number associated with the

additional delivery fee refund I processed is: [redacted] will need

to provide us with the original credit card number used for this transaction so

that we can finish the refund process. We do not keep full credit card numbers

on file for our customer’s protection and our retail location maintains

unrecorded phone lines for occurrences like this. Should [redacted] feel more

comfortable visiting the [redacted] retail location he is welcome to take that

route instead.

In reference to the property claim [redacted] has filed:

Keeping in line with our standard practices we made the

third party trucking company aware of the damages reported to our Customer Care

Department on 11.12.2014. As of today (11.14.2014)only two full business days

have passed since the claim was entered and then uploaded to the trucking

company directly. We apologize to [redacted] for any information provided to him

improperly from our Customer Care Department and will certainly address the

coaching concerns he has brought to his attention. As [redacted] property claim is being handled by

the trucking company directly [redacted] can expect follow up from that third party

and not Bobs Discount Furniture directly. Per our contractual agreements with

this trucking company they are owed a fair chance to process resolution on

their claim prior to Bobs Discount Furniture asserting ourselves into a

situation where it is most likely unnecessary.

Should [redacted] not receive follow up from this trucking company

directly with 7 business days (from the date he filed) he can call our Customer

Care Offices (###-###-####) and ask that we escalate his claim to our delivery

managers so that they are aware he hasn’t received the appropriate follow up we

expect. I have also provided the most

updated telephone number I have for this trucking company as Bobs Discount

Furniture is not permitted to address or handle claims that originate from a

third party company.

For [redacted] records the claim number associated with the

property damage is: [redacted].

Kind Regards,

Bobs Discount Furniture