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Bob's Discount Furniture

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Reviews Bob's Discount Furniture

Bob's Discount Furniture Reviews (1050)

Review: I have repeatedly contacted Bobs Discount furniture, and I have had the same style furniture delivered multiple times. The quality is atrocious, When I was told to choose another style, I was told I would be charged a fee for the pieces I didn't complain about. I took pictures of the pieces I didn't complain about with envelopes in in between seams to show the poor fit and finish on them too.

I was told the style I have is no longer available.

I am sadly disappointed that they stopped returning my e-mails and it has come to this.

This was there best furniture line.Desired Settlement: Ideally I want a refund of my $4102.76.

Otherwise I would like to exchange it for a full Bedroom set of the same cost. Without any cost to me.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies to our customer for the disappointment and inconvenience the

furniture and multiple delivery occurrences have caused them to experience.

The bedroom furniture from the ‘[redacted]’ (which is the only

furniture from this purchase that we have disappointed our customer with) was

purchased for a total of $2,199.00. As of right now we have agreed to give the

customer a merchandise credit for reselection of $2,155.04. Based on what the

customer has dealt with from us we have also agreed to cover any delivery fee

associated with their reselected sale.

We have now upgraded the credit to the price originally paid to us

($2,199.00) and I apologize again to our customer that this minimal difference

in price seemed so unreasonable to our agents initially working with him.

With that being done, the customer is welcome to visit our

showroom to make their reselection at any point in time prior to 2.05.2016. If

the customer selects more merchandise than their credit allows it is realistic

to acknowledge that yes, as a business we would expect the customer to pay the

additional monies associated with the additional upcharge in merchandise. As a

retailer we can provide the customer with store credit based on the price paid

to us and cover the delivery fee however we are unable to provide credit

coverage on funds that weren’t originally paid to us from the original bedroom

furniture.

Should the customer wish to discuss any alternate options further

please ask that they submit the photos they have referenced to the Revdex.com and I will

review these photos to determine if our business can make any other offers.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Andrew K[redacted]

Review: First, I want to go back 7 years.

I ordered a sectional and bunk bed set from bobs, the bunk beds were assembled for me however upon moving a year later we found they were missing half their hardware. Bob's furniture told me they could not be positive I did not remove the hardware and put the beds back together in attempts to hurt my children, they refused to send me the missing hardware until a year later when I called again asking.

The sectional holds up fine and I still have it however at one point I had Bob's come out to clean a marker spot and my entire couch molded from their cleaning product. I asked for replacement cushions which took 6 months as they sent them to multiple addresses that were not me.

Fast forward to now, I thought the company had changed and was given a load of crap in the store on how they are all re-invented and under new management. I ordered a new living room set, upon delivery to my house the crew put 7 holes in my ceiling and tore the molding off my wall. Three weeks of phone calls to Bobs and a $3000 plaster job later that is fixed. The couch had to then be thoroughly inspected after my daughter climbed on it after delivery and tore apart her leg on staples that stuck straight up. An injury report was filed with Bobs.

Three weeks into having the couch it fell apart, completely. We had Bob's come out and were told if they could not sew it together up to showroom quality I would have a new couch immediately. Every seem on the cushions and pillows had undone, I had never seen anything like it. The gentleman came out, said it was too big of a job and asked to use my phone. He dialed a number spoke to someone in broken english, handed me the phone and LEFT! I asked the woman what was happening and was told she needed to order new cushions but it would be 3 months as they are backordered and then need to come from overseas. I told her no that was not the agreement and she hung up. I called back and was told the cushions had been ordered against my will and now nothing else could be done. A third call gave me a sweet woman who apologized, cancelled the order and had a new couch in my home two days later.

My last issue is that I was told in the notes of the new couch it would be said I was to have a NEW delivery team, not the same gentleman, and they would bring the couch in the way I asked them too this time. I also repeatedly explained I would not be home until after 9am. At 7:00Am the same man who delivered last time called to say he was 10 minutes away! He showed up and asked if they could instead just give me new cushions, which I allowed as I did not trust them to move furniture again.

Superb job Bob, superb.Desired Settlement: At this point I am not sure what outcome I would like, I am truly just blown away. If this couch falls apart in two weeks again, while I have a bunk bed set and sectional that has lasted 7 years from your company I will loose my mind.

Business

Response:

Good Afternoon Revdex.com,

We are certainly very sorry for any and all

inconveniences our failures have caused our customer to experience. We do thank

our customer for escalating this concern so that we may use this posting to accurately

address the coaching concerns we clearly have within our organization.

I was able to locate two different accounts for this

customer and based on the account(s) status as well as the information provided

in this posting I believe our business has properly rectified all the concerns

the customer has communicated in this mediation channel.

If there are no further concerns that the customer

would like to communicate thru this channel we consider these concerns closed

as resolved at this time.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered a couch cushion from Bob's Discount Furniture phone line on May 15th, 2013. Money was taken from my account on May 22nd, 2013. I was told the order would arrive in 6-8 weeks. After 8 weeks of not receiving my item I contacted Bob's I was told it would take another 6-8 weeks, upon further investigation, two different representatives confirmed that the wrong order was initially placed, and that it would take at least an additional 6-8 weeks. The last I heard from anyone at Bob's was the first week of August when I was told "my item would be shipped via crate on August 20th, 2013." I have called and left several messages with two different representatives (names available if necessary), inquiring about the order status, but have heard nothing back for the past 4 weeks. Bottom line, my money was taken on May 22nd, 2013, and it is now September 3rd, 2013 and I still do not have my product.

Product_Or_Service: Couch cushion for [redacted] CouchDesired Settlement: Due to the frequent errors on Bob's part, I would like to receive my item free of charge, and receive a credit voucher.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay.

I understand that you have been in contact with one of our customer care supervisors and have been offered a refund of the part ordered, once received.

The parts shipped from the manufacturer the week of 8/20/13 and I expect that you will receive them in the coming weeks, although the supervisor is working closely with the manufacturer and our parts department to expedite the process.

Your patience is appreciated and we apologize for the inconvenience.

Review: Bob's sells you furniture, but then want you to buy the 5 year goof proof protection plan. I spoke with the salesman, read the words on the guarantee verbatim, and confirmed with him that this insurance plan was not only that easy to use, but covered specifically some things I asked about. I purchased a more expensive couch brand new, instead of from the pit, because I thought this would be an investment worth having. I have had my sofa for 2 years of my 5 year protection. It has some structural damage that happened when it first was delivered but I was willing to live with. But now it also has some structural damage that happened in the last 2 weeks, along with a few holes in the fabric where my cat grabbed at it in the last 2 weeks. Their website and the protection plan say this plan covers "rips, tears, cuts, punctures, and burns", and also "breakage of wood frame or structure". The Bob's guarantee literally says that it "extends our Bob's factory guarantee from 1 to 5 years", "purchasing the Goof Proof Plus plan to protect it against both factory defects and a variety of accidents for 5 years". They promise peace of mind, and a willingness to help. The Guardian protection people denied my claim because they don't cover punctures from pets, even though it just says punctures. And the structural damage that just happened in the last 2 weeks they won't cover because since I didn't break it by falling down on it, or jumping on it, it MIGHT be manufacturing defects. But when I called Bob's to get that manufacturer's defect covered, I was told there was "nothing they could do". They won't even refund me the price of the protection plan up to this point. I was either lied to by sales staff, and then given the run around by the insurance departments, or the whole thing was a lie. I thought I had such a good piece of furniture from such an honest place. To find out it's a lie, and that they are apparently willing to do NOTHING to try and make up for it really leaves a bitter taste in my mouth.Desired Settlement: A refund for my couch would be fine, but unrealistic I know. A technician to see if he could fix it, and if not giving me a replacement piece of furniture brand new would be nice, since that's what they promised - no matter whether it's counted as a factory defect or accidental damage. It's NOT normal wear and tear. Or I'd even settle for them paying me for the goof protection plan, giving me that money back and then I will just make sure the next couch I buy is not from them.

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns expressed in your Revdex.com complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported. Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible. I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]

Business

Response:

Good Afternoon Mr. [redacted],I understand your frustration with the coverage and representation of the goof proof plan. Guardian often times will only cover frame or structural damage, if the damage is the direct result of an accident in the home. Using an item for it's intended purpose (sitting on the sofa) and it breaks it not considered an accidental occurrence and the claim will be denied. Most structural/frame defects are covered by Bob's Discount Furniture. By purchasing Goof Proof "Plus", the one year manufacturer warranty is extended to five years and you may receive unlimited parts and service, for defects, during this time frame.Being absent from the sale and representation of the goof proof plan, I can't comment on how the coverage was explained however, at the point of sale you are provided with a detailed copy of the plan inclusions and exclusions. Damage resulting from the claws of an animal has never been covered under the protection plan.Please schedule the service appointment ASAP, so that we may begin to discuss all possible options for recourse.Thanks,[redacted]

Review: I purchased a bed set, 2 dressers, a mirror, and table and chairs from bobs. When I purchased it the salesman said the bed would be a platform bed. Upon arrival of the bed it had slats. Since I started sleeping on the bed it has sagged in the middle. In november bobs replaced the mattress stating that the mattress was defective. Even after replacing the mattress the new mattress sages in the middle, then a middle support leg broke off the bed. I called bobs and the tech once again came out and said the mattress is defective. The tech said they would replace the mattress and the leg. The mattress is not the issues. Its the fact that the bed has slats and is not platform. I called several times to bobs and they state they have no recollection of my previous calls. They stated they would call back and never did. I was promised a 4" foundation free by [redacted] and then told they had no notes on that. I just want my bed either fixed or a refund. I am sick of sleeping in the grand canyon.Desired Settlement: I just want my bed either fixed or a refund. I am sick of sleeping in the grand canyon.

Business

Response:

Good Morning [redacted],

I am so sorry that we have not been able to get your concern with

your bed corrected. We do understand how frustrating problems with your

sleeping surface are I and assure you that we truly care about every one of our

customers at Bobs Discount Furniture.

Our records reflect that the last technician to visit your home on

1.09.2014 reported the slats (the railings that lay horizontally under your

mattress) are sagging inward because one of the support legs had been cracked.

Currently your account indicates that we are ordering you a new support leg and

the original support leg cracking was caused from you moving your bed around

the room. I reassure you, as your salesperson did, that this bed can be used

without a foundation. It is a type of platform bed, and is built with the same

guidelines as a ‘bunk bed’ where the mattress sits directly on slats. I

apologize again if there was any miscommunication on our part however no one

has the ability to provide our customer’s merchandise free of charge. From my

level I can certainly look further into whom the agents are that you have

spoken with and I will ensure that we take every coaching opportunity available

to us. By ordering you a new support leg we are doing everything we can to

correct the current concern you are experiencing.

As we pride ourselves on providing the best care possible to our

customer’s we do have another option for resolution that may interest you. While

I sincerely understand your discomfort with the bed you have, you are not experiencing

any manufacturing defects which makes our possible options for resolution

limited. Instead of getting the new support leg, we can offer to provide you a

store credit so you can visit our showroom and select another bed (Headboard,

Footboard, and Rails) that may better suit your needs better. We would be able

to offer you the reselection credit on your bed only and not the other products

from your bedroom set. You can use the credit of $416.86 towards purchasing a

bed of less cost and buying a foundation to go under your mattress if you’d

like. If you should choose to accept this option we will also remove the

current bed from your home and deliver/assemble the new merchandise you select

at no cost to you.

I’m so sorry again that you are having this concern with your

product from Bobs Discount Furniture. It is never our intention to inconvenience

our valued customers. Please respond to me and let me know if you would like

this alternate option for resolution and I will process the credit for you in

our system.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] offered a refund for the bed. Ill keep the mattress but at this point honestly Ive lost faith in the customer service. I would prefer to return the bed and get a refund for it and figure something else out. Its a nice looking bed but lacks quality. Please let me know how we can proceed with a return / refund as offered by [redacted].

Review: We purchased a 5 piece bonded leather sectional sofa set with ottoman from Bob's furniture in May of 2013. The set included two corner pieces, two center armless pieces and an ottoman. In addition, when we purchased the furniture we were told by the salesperson that the [redacted] plan is essential and will cover everything including factory defects in materials and workmanship for 5 years (extended from 1 year) as well as accidental damage listed on the paperwork provided. In summer 2014, we reached out to Bob's customer service to complain that on multiple sections of the couch that we purchased, the foam beneath the bonded leather has separated and moved away from the wooden frame and it has become a hazard. We mentioned that the wood frame has become exposed (only thing covering it is the bonded leather) to the point that people were injuring themselves when sitting on the couch and my young daughter has repeatedly hurt her head on the corners because they are sharp and hard without the foam that should be covering them. Bob’s sent out a service technician who saw the issue and when at the house said this looks like manufacturing defect. However, we did not hear back from Bob’s customer service and so we called them back to find out that based on the technician’s notes, they consider this to be because of normal wear and tear. We argued that never before have we owned a couch for barely a year (even from discount manufacturers) that deteriorated this quickly from people sitting normally on the couch and using it for the purpose for which it was designed. After our insistence, Bob’s sent out a second technician who looked over the couch and said he would put in the same details the first technician did however Bob’s will still consider this normal wear and tear. Bob’s insisted that this was normal occurrence with couches.

A few weeks later, my wife was lying against the corner piece and the arm portion broke backwards so that it separated from the base. We called Bob’s once again for this issue and another technician came out to review this separate issue. The technician said that because of the way in which the frame broke, it was not manufacturing defect because the frame did not break at the connection seam between the arm and the base and instead was accidental damage. I was told that since I have the[redacted] plan, I should call the separate [redacted] accidental damage number provided as part of the [redacted] plan to cover the damage. We called the accidental damage number and were asked how the damage occurred and we truthfully said that it was from laying on it and the frame broke. Because the damage occurred from normal usage, we were told that this isn’t covered and that the damage is only covered if it happens by someone having an accident (so had my wife fallen on it instead of just lying down it would be covered).

At this point, we have no other choice but to seek outside assistance as Bob’s clearly is in the business of false advertising. Not only is the furniture quality horrible, but the salesmen are blatantly lying in order to sell the extended warranty. The documents given for the [redacted] plan clearly state that accidental damage is covered for breakage of springs and that the [redacted] plan covers “for 5 years against factory defects that can occur in materials or workmanship.” Clearly, if within a year and half of ownership, the cushion is exposing the wood frame underneath to the point that the frame is hurting people and the frame is breaking from a 120lb woman sleeping against it, the quality of the materials is in question and should be covered by the extended 5 year manufacturing warranty. We are in a situation where we can no longer use, and have had to remove one of the armless pieces, because they were a hazard to my child and now can no longer sit against one of the corner pieces because one side is breaking off. However, according to Bob’s this is completely normal for a couch.Desired Settlement: We would like Bob's live up to the claims they make in the commercials regarding their quality and attention to service. If their sales teams are making promises regarding what the warranty covers, customer service should live up to that instead of looking for loop holes to get around providing repair or exchange. The warranty documentation that they provide clearly states that workmanship and materials are covered under the manufacturer's warranty and the frame breaking from normal use is clearly a quality of materials issue. Meanwhile, the foam separating from the frame is related to workmanship as it was not made properly. Otherwise, the issue would not occur from normal intended use.

We want Bob's to either:

-repair the issues

-replace the entire set either by actual furniture replacement or store credit equal to the original price so what we can replace it wither something of equal value. Also, the replacement should have the delivery fee waived since this is a warranty replacement

-refund the price of the full set along with the cost of the [redacted] plan as they are not willing to honor the agreement set forth within.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the consistent disappointments

the customer alleges to be experiencing with their living room furniture. Our

records indicate that this merchandise was delivered to the customer on 05/24/2013

and their first report of concern was initiated to us on 09/10/2014. At this

point in time the customer was outside of the first year guarantee period

through Bobs Discount Furniture and any services that have been provided were

being done so by the extended protection plan the customer purchased at the

time of sale.

We further apologize that the customer disagrees with the

multiple factory trained professionals that have been sent to their home to

assess the damage. The protection plan offers coverage, directly thru Bobs Discount

Furniture, for manufacturing concerns and this individual’s merchandise it not

experiencing concerns as a result from any defects in workmanship. We stand

behind the integrity of our service technicians and are truly very sorry that

the concerns this individual is seeking coverage for do not apply to the warranty

protection purchased.

As an extreme courtesy and because Bobs cares, we can offer

the customer a one time option for resolution outside of their warranty

protection plan, please ask the customer to review the option we have listed

below and respond thru this Revdex.com channel they felt necessary to open for your services

of mediation.

Resolution Option:

We will provide the customer with a 70% store credit based

on what they paid for this merchandise at the time of sale. This 70% is related

directly to the cost paid to us for merchandise only. As the customer’s

concerns are not covered by the extended warranty the inclusion of such fees

has no basis for existence in any courtesy offer Bobs provides directly.

Should this offer be accepted, we will not be responsible for the removal of the current

merchandise the customer has in their possession as we agree with the reports

we have received from our technicians.

As an additional courtesy we will offer to waive the cost of

delivering (one time only) any merchandise purchased using the 70% store credit

provided via this offer.

Kindest

Regards,

Bobs

Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and accept their offer for store credit in the amount of 70% of the price paid at the time of purchase as well as waiving of the delivery charge for the new item. Please have Bob's provide next steps we need to take in order to redeem this offer.

Sincerely,

Review: I received a couch and love seat from my children as Christmas gift. It's only been 4 years and the leather on the cushions is peeling off. The room the furniture is located in a family room we use only to watch tv. A protection plan was purchased with the furniture and were told that if anything happens to the furniture it will be covered. After contacting the appropriate department we were advised that there is nothing that could be done. They call it normal wear and tear. I call it a farce. I have had furniture for more than 12 years that held up way better. The use the furniture receives is by myself and my husband and an occasional visitor. I assure you we in no way mistreat our things. This is simply bad furniture and after they have your money they wash there hands of it. I would like them to stand behind there protect.Desired Settlement: At least replace the cushions.

Business

Response:

Good Morning Mrs. [redacted],

I apologize the furniture has failed to meet your quality expectations. Our records indicate that the sofa and loveseat purchased by your children in 2010, was advertised as 100% bonded leather. Bonded leather is essentially strips of genuine leather bonded together to form larger pieces; With normal use, it is possible that the leather may showcase cracking and peeling. The manufacturer warranty associated with this merchandise was effective for one year, beginning from the date of delivery.

[redacted]/goof proof is designed to provide coverage against most common types of in home accidental damage. When you contacted [redacted] on, May 19, 2014 you reported that after sitting on the sofa, you noticed that the leather began cracking and peeling; Since an accident was not reported, your claim was denied.

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; the total available store credit will be $500.00 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.

Sincerely

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased furniture along with the goof proof plan insurance. When I purchased the furniture I was mislead about the warranty on the furniture as well as the insurance. Two years after buying the furniture I am told it is no longer under warranty and the insurance will not cover the defective furniture. When purchasing I was told the insurance covered everything as well as the furniture having a longer warranty than one year. It was supposed to be quality leather furniture, not bonded and the leather is peeling off of the furniture.Desired Settlement: I would like the furniture repaired or replaced.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [redacted] is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries. The

original sales invoice provided to the customer and routinely signed as agreed

to by the purchaser does disclose that Bobs Discount Furniture is responsible

for any defect within a one year period of delivery only. Any additional protection

the customer opted to purchase is through a third party company which we take

every opportunity to educate the consumer on.

We provide a general flyer at the time of

sale that very clearly indicates there are some exclusion(s) to the protection

plan and the document further encourages the consumer to read their full plan

documents for the list of exclusions. As the manager of the plan, [redacted] is

responsible for sending the consumer the plan documents. Should the customer

decide that they would like to review the complete plan documents as the flyer

suggests and they don’t have these documents, we assume (as any retailer would)

that the customer would then try and obtain said documents for review. Had we

been made aware of the need for these terms and conditions we most certainly

would have provided them upon any request. As it is not typically a document we

provide we literally have no way of knowing whether the consumer has received

the complete plan or not and we see no reason not to trust that [redacted] is

continually sending these documents as many claims for coverage are routinely

approved.

In this consumer’s specific case I have

attached both the sales flyer (we provided at the time of sale) and the terms

and conditions ([redacted] provides) for your review. Please see the below

section as this is clearly listed under the exclusions of coverage section

(starts on page 2 and continues to page 3) within the protection plan:

EXCLUSIONS

TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded

on split hides used in seating areas.

We again apologize that the customer didn’t receive the

service expected from the [redacted] company and are willing to look into this

claim further and dispute the claim with [redacted] on their behalf should we

feel necessary.

At this time we ask that the customer provide

photographic evidence via this Revdex.com channel of the damage. Our records indicate

that as advertised this particular set is not built from its vendor using

bonded leather. As stated in the terms and conditions [redacted]’s rule is that peeling

on leather is not covered. Further reading of the terms and conditions page

will also indicate that an accident needs to be reported for any occurrence to

be covered. Regretfully if more, appropriate information is not presented from

the customer we will be unable to help further facilitate a dispute between our

company and the [redacted] company.

To move forward please advise the customer

that we require a minimum of four (3) pictures (in color) for each item that is

“Peeling”. I have listed the requirements below to ensure our request is

specifically notated:

-Minimum 3 Photos of the Sofa:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa.

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

-Minimum 3 Photos of the Loveseat:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the loveseat.

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

with what, if any, options for resolution we may have to offer this customer.

Sincerely,

Bobs

Discount Furniture

Consumer

Response:

Review: March of 2014 we purchased a couch from bobs. After a few months the springs in the seats started to pop out. I called because we had the goof proof and a manufactures warranty. they sent a tech out and he agreed we need new seats. they ordered the parts. a few weeks go by and I call for a status and they told me it would be a few months. I told them its no acceptable so they replaced the whole couch with another one. in Aug of 2014. Now the replacement couch in june 2015 is having the same issue. They send someone out and the tech agreed I need new seats. I call to check on status with the parts and they told me it will be in oct 2015. they wouldn't replace the couch again because there is no manufactures warranty and if they did that I lose my goof proof. its now oct and I still haven't seen the parts. its nothing but junk and I get the runaround with customer service. my back is starting to hurt with the springs. My kids are getting hurt because of the springs. Bobs doesn't care at all. Nothing but junk products.Desired Settlement: I would either like the parts to be expeditited or replacement of couch without loosing the goof proof that I purchased when the couch was bought.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the

disappointment this customer is experiencing with their product as well as the

delay in shipment of the replacement parts.

The ‘Goof Proof Plus’ plan is a protection plan that is

offered and managed thru two different companies. Bobs Discount Furniture and

[redacted] Protection Products partner together to provide the coverage for our

customers and there are terms and conditions (as with any other protection

program) set in place to keep resolutions fair for all consumers alike. This

customer is aware of that fact as they have also made claims for service thru

the [redacted] company. The terms and conditions of the plan are not something

one company can overturn has they are agreed to by all parties involved and

provide a sustainable amount of fairness in the marketplace.

The price paid for the plan vs. the price paid for the

merchandise is enough of a depiction as to why the plan is fulfilled when the

item has been replaced once (outside of the Bobs Discount Furniture direct warranty

period). For example this would be a full replacement on a $399.00 sofa under a

plan the customer paid $49.99 for, it is more than reasonable to expect that a

one time replacement fulfills the parameters of this plan.

We never anticipated that the part order would take this

long to arrive to our customer and we remain very sorry that the seating on

their sofa is causing so much concern. We have been reaching out to the vendor

who is shipping these seats to us and have been unable to receive an update on the

parts shipment ETA. We are still actively working on getting a response for

this and can continue to offer replacement parts as a possible option for

resolution.

We no longer carry the exact model sofa that the customer

has in the home as we now carry the ‘Maggie II’ in its place. If the customer

is looking to replace the item and forgo any further wait on the parts order we

can understand that and a store credit for the price paid on the item will have

to be entered to allow the customer to reselect to a different item.

We can make the following offer for resolution – please have

the customer review it and if they find all terms and conditions satisfactory

we will create the credit upon receiving their ‘satisfied’ response via Revdex.com. They can expect their credit to be active approximately

3 days after the response is sent.

Reselection Option for Resolution:

Price

paid for the sofa = $399.00, we will enter a store credit for this amount (**

State Law does not allow original taxes to be credited after an item has been

in the home over 120 days).

Once

the credit is entered, the customer can visit any Bobs Discount Furniture

Showroom and provide their sales person with their credit number and select a

different item that may suit their quality expectations better.

We will

expect to remove the current sofa they maintain in the home on the same date we

deliver the new item and we will cover the cost of delivering the new

merchandise selected as a courtesy.

As an

additional courtesy we will also put the original monies paid for the five year

protection plan onto the store credit, in all fairness this replacement should

fulfill the protection plan however we understand the inconvenience the

extended wait on parts has caused our customer and will agree to add this

credit out of the extreme care we display for our customers.

IN ACCEPTING THIS OFFER OF

COURTESY (CREDIT FOR PLAN): the consumer should understand that they are

agreeing that this is being done as a courtesy and for all future occurrences

of claim they are agreeing to follow the terms and conditions set forth under

the Goof Proof Plus Plan.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

I accept the 399.99 credit, plus no delivery charge and 49.99 goof proof credit.

Sincerely,

Review: The delivery came on 7/25, I asked the delivery guy not to take anything out of the boxes until he reached inside my building. He did otherwise as he came up the stairs he scratched the headboard in 2 different places, I informed him right away. He acted as if it was a simple process, stating someone will come repair the scratch (later that week a technician came to say he didn’t have any tools to fix it). A few minutes later I noticed the night stand draw was damaged he then told me the vanity had a manufactures defect so he couldn’t set it up. I had faith thinking this would be resolved accordingly. I was wrong, it took over 5 tiring and disappointing deliveries and this is still unresolved. I took off 1 day each week to await the delivery. Each time someone came the item had an issue, after the 2nd delivery I asked if the items could be inspected before placing them on the truck, I was assured this would happen, obviously it did not. 8/22 the last delivery guy actually caused additional damage to the vanity while installing the mirror which is still faulty (should be noted, has several scratches and blemishes). All I deserve is a new undamaged, unscratched set as It was displayed in-store and online. Customer service told me they failed and cannot ship anymore furnitre to me. They offered me 100.00 which is horrid. The overal set was 1799 (I put 1,000 down the day of purchase), not including taxes, delivery and warranty. At this point I would love to return the entire set as it is flimsy and faulty. I would like to get my money back and deal with BOBS no more. Please assist me with this issue. Over 5 delieveries with no resolve. Thanks I can be contacted at:

###-###-#### cell

Thanks [redacted]Desired Settlement: At this point I would like to return the entire set for a full refund, I rather sleep on a mattress on the floor. I am so disappointed with this entire situation. I know for a fact I am not the only one who had issues with this set, it is a poorly made set, it’s flimsy and cheap. Take it off the showroom so others would not experience this disappointment

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustrations the multiple

deliveries and failures have caused our customer. I must admit that I am

confused by the customer’s complaint and the avenue for which she is seeking

assistance on currently. Our records indicate that as of 8.22.2015 the

merchandise from the Diva Bedroom Set was fully delivered and as of today

(9.07.2015) there are no reported concerns with the merchandise remaining.

As the customer has communicated that they are unhappy with the

quality of the bedroom set we have entered in a reselection credit on the 9 pc

set so that they can re –select to a set they find fits their standards better.

Given the status of the account and the details of this complaint I believe the

reselection credit to be an appropriate resolution offer at this time. The

customer is welcome to visit any showroom and provide this credit number –

[redacted] (within the next two months) to access their store credit funds. We will

remove the current set in the customer’s home on the same date we deliver their

new selection and as a further form of apology we will offer to cover all

delivery/pick up fees associated with this reselection.

While we remain very sorry that we continually failed our customer

a refund is not an option we can offer on merchandise that currently has no

concerns and is accepted in the home. If I am incorrect please have the

customer respond to us via this Revdex.com channel with details on which item (out the

9) is experiencing a concern and specifically what type of concern the item is experiencing

at this time. If this avenue is necessary we will respond back with new

resolution offers based off of the report the customer provides us with.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The vanity set had damages when it was delivered the last time. It was noted by the delivery person. Please check records. Apparently this company has no internal communication. In addition the delivery men also damaged the draw part of the set re installing the glass this was also pointed out to them. He told me customer service would call me in reference to it all, which did not happen. I want this relationship with Bobs to end, I will never do business with them. I also let everyone know To stay away. Again I would like to end this relationship with bobs, I would like a full refund for this set as it is still not up to standards. I paid for a new undamaged set as it was shown in store. This is not what I received. This was a treat to myself that was suppose to be positive however it has been an absolute nightmare. With the time being taken off from work and the disappointments each week. Pick up yoir set and refund what was paid. Thanks Please excuse any typos as this is via my mobile .

Sincerely,

Review: We order two bunk beds from Bob's Discount Furniture online after visiting the [redacted] store and other stores. My kids really liked their beds. We were told right after we placed the order that all items were in stock and we could expect delivery in a week. We requested the morning delivery and was told there would not be a problem.When it was time for delivery, we were told that for one of the bed's a piece was missing and would take a week to come in, so we had to extend that delivery out. The other bed would be in on time. That bed came, but not until after 4:30 in the afternoon after I had requested the morning delivery with the store directly and they confirmed we were scheduled for that time frame.The following weekend - 5/31- we were scheduled for the delivery of the 2nd bed. The delivery company came with the bed and the piece was missing. They asked if we received the piece, we said 'no'. They called the store and put us on the phone. The deliverers delivered the bed in pieces, and said there was nothing further they could do and I should sign for the bed, which I did. They left the bed in pieces on my daughter's room scattered all over, and my husband on the phone, only to find out it was going to take an additional two weeks to get the final piece in stock. Then they said they can't come back to get the bed. We needed to leave for the day and they couldn't confirm when they could come and get the bed. There was no delivery or pick up on Sundays or Mondays so I have pieces of a bed on my daughter's floor, and no way to get rid of an unusable bed. Customer service only quoted policy and procedures, but would not concede to their error to satisfy the customer!!! We were very distraught and they stated it was our issue.Desired Settlement: I would like Bob's to reconsider their policies and procedures. They are so stringent they don't allow customer service to work with the customer to rectify the issues especially when the store was at fault and the customer did not do anything wrong, yet they are the one being put out. It's not right.I would like the store to pick up my furniture and get a full refund as wellThank you.

Business

Response:

Good Morning Revdex.com,

We are very sorry for the outrageous and unacceptable

experience our customer has suffered through while making this purchase from

us. We do not, on any level, find that the experiences our customer has alleged

took place a representation of the excellent customer care we strive for every

day we are in business. The issues that [redacted] and her family had to deal with

were entirely our fault and I am truly embarrassed by the lack of empathy our

customer’s concerns were met with. Having been our Customer Care Training

Supervisor for many years previous to my current position, I assure [redacted] that

our agents our trained and continually coached to recognize every call as a

unique situation; should they not be able to properly handle the call because

of a company policy or procedure we teach the importance of being able to steer

the concern in an appropriate direction so our customer doesn’t experience further

troublesomeness. While I am so sorry that [redacted] had to escalate her concerns to

this level I am forever thankful to her for making us aware of the evident

training concerns we have within our delivery and customer care departments. I unquestionably

agree with our customer that there should have been exceptions made to correct

the failures that we left behind. We do have many avenues available to our

agents when escalating a concern like this is necessary and we do not make

choices for our customers based strictly off policies and procedures. Bobs

Discount Furniture is a company that was built ‘One Customer at a Time’ and

that is a mantra that we seek to live out every working day.

Our records reflect that a return pickup has been scheduled

for 6.07.2014 and we will be able to fully process a monetary refund to our

customer once the merchandise has been removed from her home and received back

to our distribution center in CT. We have also requested that a $100.00 Bobs Discount

Furniture Gift Card be mailed to our customer’s home address because we would

truly appreciate the opportunity to earn her trust back in our business on a

future date. Should [redacted] not want to use our delivery service again, I

certainly cannot blame her. Please let her know that we have many cash and

carry items available in our showrooms that she can purchase with this gift

card and the gift card will never expire. We would like our customer to have an

actual item as an apology from us for our disastrous failures.

I apologize to [redacted] and her family again for the stress and

inconvenience we have caused.

Thank you for the opportunity to make it right Revdex.com,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bought Queen size bed on 04/25/2014 article # [redacted] , from purchase date till now 04/04/2015 I contact there customer service 4 times they sent technician and try to fix the bed but its the same and each time they sent technician they just add more and more nails and hole in the bed which almost destroyed the bed.And its dangerious because too much screws.

This bed already damaged the mattress which we bought the same day article # [redacted] that mattress was firm and they replaced with different mattress which article # is [redacted] which is totally different from the the mattress we bought and is not even firm.

Now the big issue is that the bed never fix and the mattress is not the one we select before and the bed one year Guarantee will be expiring soon.

So they sold us the factory defect bed which they tried to fix but never fixed and the replacement mattress they sent used because no paper work on the mattress.Desired Settlement: first I like to my money refund if not then store credit for both bed and mattress.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustrations the

damaged product and multiple services has caused our customer to experience.

Our records show that our technician repaired the defect in the

bed and nightstand successfully on 4.04.2015. We care very much to assist our

customers and gain their full satisfaction in our business and the products we

sell. In regards to the bed (headboard, footboard, railings) and the nightstand(s)

we have entered in a reselection credit so that the customer can visit one of

our showrooms and reselect to a product that they feel better suits their

needs. As a retailer it is our responsibility to provide the customer with a

store credit based on their purchase price however if the customer selects

merchandise of a higher value the customer will be directly responsible for the

upcharge. We will also cover the cost of delivering the newly selected items

and will expect to remove the current bed (headboard, footboard, railings) and

the nightstand(s) the customer maintains in the home on the same date.

The credit number associated with the bed (headboard, footboard,

railings) and the nightstand(s) is: [redacted], if this

credit is not used within two months it will expire on 6.06.2015.

In regards to the mattress, the customer just had this mattress

delivered (new) on 03/23/2015. This was a warranty replacement and we delivered

the exact mattress the customer picked out from our showroom. Our records show

no report of factory defect with the new mattress and therefore we would be

unable to offer a resolution on an item that has no defect concern. If the

customer has more to report as to why they are unhappy with the mattress they

picked out that would initiate a service under their warranty coverage we will

be happy to help at that time.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is the only furniture which can match our room floor and closet,but this furniture set has a lot of issues and we had a bad experience.If we can get the same one or different we might have the same problems.So if we can get our money back that will solve our issue and problem.The store credit will not solve our problem and issue.

Sincerely,

Business

Response:

Good Morning Revdex.com,

I must admit that I am a little perplexed by this rejection

response. Our records indicate that this consumer fully accepted this offer by

using this credit to reselect to a different bedroom set on 4.17.2015. The

customer is currently scheduled to receive a delivery of this new merchandise

on 5.15.2015. In sum this consumer accepted this offer, moved forward with it

directly with our business and then declared thru your mediation channel (two

days later) that they remained unsatisfied.

Should the customer wish to receive an even exchange instead

(procuring the same merchandise they currently have) that is certainly a

possibility. We have not replaced the bed in its entirety for this customer previously and have continually offered

services under our ‘Service Policy’ (disclosed on the sales invoice), at one

point just exchanging the rails of the product. A complete replacement of the

same bed or a different bed will offer the consumer a factory fresh model of a

new bed which will certainly resolve the current concern they are experiencing.

While we understand the customer’s apprehension having experienced

factory defect concerns and failed services in the past and we are actively seeking

to help this customer move forward. Furniture today in this industry overall is

commonly built on an assembly line and a defect in any product can take time

and use to show up. We do protect our customer’s with the best warranty in the

business. A defective product does not make a store’s entire line up defective

or mean that the product itself that in fact continues to produce successful

results to thousands of customers over the course of years on our sales floor is

a complete deficiency.

As indicated above – this consumer has already scheduled delivery

for newly selected merchandise pending for 5.15.2015. We look forward to

resolving the customer’s concern completely on this date.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit.

Sincerely,

Review: I purchased nearly $5,000 merchandise from this store and was sold Goof Proof by the store stating that it will cover any accidental protection. Six months after purchasing my dining table there were marks that were 4-5 inches in length. Bobs came to my house to look at it and said to go through my Goof proof and after speaking to goof they are telling me they won't cover it. When I purchased my furniture from store I was never told that it was had to be 1 single incident and was told they would cover anything. Now nearly 9 months since my purchase the marks have gotten worse showing the poor quality of their products. They sell goof proof that does not cover anything and speaking to the company's services they sold me at check-out they will not do anything for me either. This is bait and switch - the sales person sold me the additional goof proof and didn't tell me what the terms and conditions were. I paid my money to Bobs and the sales receipt or contract according to Bobs customer care never stated that it had to be from single occurrence. I am told that they will not fix it because it is not from a single occurrence. In additional the customer service rep told that if I call the goof proof company I can only give them 1 item at a time. This information is never conveyed when the sale is made. I do not understand what the difference is if I call about 1 item or multiple items. It is a dining table people eat on the table and it should not be this cheap that not even 1 year into the product, the table is beginning to show its true defects. I want a replacement table or this table fixed!

Product_Or_Service: May 6, 2012

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want my dining room table replaced. This is not how you do business. You claim that your products are the same as other companies but the quality is a lot cheaper and the true defects begin to show a few months after purchasing the product.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as the terms of the goof proof plan. I apologize the merchandise and goof proof plan have failed to meet your expectations.

Guardian provides coverage against most in home accidental damage.At the point of sale the sales associate will briefly explain the key point of the goof proof plan and once the sale is complete you are given a goof proof kit and inside is a detailed copy of the plan inclusions and exclusions.

Food and beverage stains are covered under the plan however, each reported claim must result from a single incident thus giving Guardian the opportunity to clean the area as opposed to an accumulation of stains. Bob's Discount Furniture does not the ability to overturn a denied claim however, we value your business, please forward 2-3 pictures of the damage as well as the overall condition of the table, I will review them and followup with you with possible options for recourse. Pictures can be forwarded to [redacted].com.

Consumer Response /* (3000, 9, 2013/07/29) */

Email sent to Bobs representative per the email:

Hi [redacted],

This email is in regards to Revdex.com case/complaint #: XXXXXXXX. I received your response and wanted to provide you with the pictures from the table.

Please see attached. Nothing was placed on the other than food platters and plates. There is no reason for the table to have this marks after only several months of purchasing the product. I have been very loyal to Bobs and have purchase a lot of my furniture and intend to purchase more but seeing this and the run around I received makes me very disappointed. The overall condition of the table is very good except this big marks on the table. When I purchase goof proof the sales person never mentioned anything to me other than showing me the 1 sheet hand out which said that gouge marks are protected.

Please let me know what the next steps are.

Thank you,

Business Response /* (4000, 11, 2013/07/30) */

This issue was resolved on, 7/29/13...

Good Morning [redacted],

Thank you for providing the pictures. As a courtesy we will exchange the table however, we will cancel the goof proof warranty on the table top.

Delivery/pick up is only available any day 8/6, 8/7, 8/8 or 8/9- please let me know which day of the week you works best for you.

Review: Purchased couch, love seat & chair (leather). In 2010. At time of purchase salesman told us we should buy protection for furniture. He said we would be covered for Any type of damage, rip, tear , anything. We did and for $200.00

We were covered for five years, [redacted] coverage. Noticed loveseat back pillow was peeling. We were not aware of

Any incident to cause this. I called the [redacted] and started a claim and they sent me the paperwork to be completed.

(This was in Oct. 2013), unfortunately, we had some issues and did not return the paperwork, which by the way should have no bearing on this claim. Well, a couple of months ago we noticed peeling on the love seat and then on the chair,coverage is still active mind you. So I called[redacted], told the rep my situation and she said no problem claim

Is still open. I completed paperwork, took color photos of damage and mailed them to [redacted].

Within one week we received notice that our claim was denied due to the fact that we did not return the paperwork

Within the required time frame. So then my husband called bob's in [redacted] and explained to him the situation

and he said yes your coverage is still active and also we were covered by Bob's for the first three years which was now past that period and we never knew that anyway. So my husband asked what were we covered for and he said,

Well if someone had gotten hurt. You can't make this up!!! Also, after we were notified that the claim was denied,

I called [redacted] and told them that the rep had said our claim was still open, she told me we were covered for cigarette burns and if we had a party and furniture was damaged. I think all these people are just saying anything they want. We are so upset to put it mild, we have three pieces of furniture that are four years old that are garbage

And we didn't do anything. In fact we hardly ever sit on the couch. Not sure if we were scammed or not and by who.

But if Bob's is doing business with this company, then they need to look into them further.

Maybe if we take legal action we will get a resolution. This is so upsetting.Desired Settlement: We would like to be compensated for new furniture.

Business

Response:

Good

Morning [redacted],

I am very sorry for the disappointment you are experiencing with your bonded

leather set and the [redacted]. I assure you that Bobs Discount

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

quality of our products including the protection plan we sell. The [redacted], as its name depicts and the documents associated with the plan denote, is

for protection against accidental damage and in order for a claim to qualify

for coverage under this plan you must report an accidental occurrence causing

the damage you are reporting. The merchandise you purchased and the nature of

your claim are not accidental and in all reality this is considered normal for

the material type you selected as a consumer during the time of sale. The

material make up of your set was listed on the set’s signage, posted directly

in front of the set itself, when you initially viewed this in our showroom over

four years ago.

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. You have had this set for over four years and in

that four year period our records indicate that you have not reported any issues

to us before now. The Bobs warranty on your merchandise expired over three

years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, we

are able to make a store credit offer to from a place of extreme courtesy and

care.

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 70% of the

original cost you paid for the Sofa, Loveseat, and the chair from your ‘[redacted]’ set. In the interest of fairness we would ask that if you want the new

furniture you select to be delivered you cover the cost of that service as

delivering the merchandise has always been a charge we maintain separate from the

cost of our merchandise. We can offer to remove the current Sofa and Loveseat

you currently maintain on the same date we deliver the newly selected

merchandise and cover the cost of disposal for you.

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

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: Purchased brand new power reclining sofa on 02/25/15. It was delivered to me on 02/28/15.

Paid total of $1,305.39. It included $999 for the sofa, $99 for protection plan, $99 for delivery, plus tax.

After the first week one of its seats started to fell through its seat cushion, and sections that support hips and legs. Its skin sagged and wrinkled. It looks as old thing. The other two seats look normal.

I demand to take back the defective sofa and return all my money.

I do not trust in quality of what they sell.

They do not admit that the sofa is defective. They offered either to exchange for free for the same model, or give me store credit with a loss of delivery fee.

Made my purchase after visited several of their showrooms. All salespeople recommended me this model as the most dependable reclining sofa by pointing that the floor items still looks very good after being there for several years. Yes, the floor items look better than the one I recently purchased.

Please, help me to return all my money in amount of $1,305.39.Desired Settlement: Business should not advertise a low quality furniture as a high quality one.

Business

Response:

Good Morning Revdex.com,

While we apologize to our customer that they remain disappointed personally

in this selection of product our records indicate that we have taken the

appropriate actions to aide our customer.

On 3.19.2015 we sent a factory trained technician to this customer’s

home who verified there were no manufacturing defects with this product.

As per our listed (and agreed to by the customer at the time of

sale) policies we will offer recourse under the associated warranty should a

defect be present.

We worked above and beyond those listed policies, prior to this

claim being filed, offering to take a direct hit as a business just to appease

our customer’s allegation that their piece was experiencing a concern beyond

that of their preference.

Our records indicate that as of 3.31.2015 this consumer fully

accepted the store credit offer we provided and we are scheduled to remove this

item due to customer preference concerns on 4.04.2015.

We thank the Revdex.com for their assistance in mediation however as a

business we are honoring the expressed policies we conveyed to this client at

the time of sale and have already made offers that cause our business an

extreme loss outside of those stated policies.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All

their salespeople claimed that this model is the best selling one

because it is most reliable, it is sold for many years and in huge

quantities.2. They do not want to admit that the item they delivered us has defects.3.

On 03.19.2015 their representative visited us. His visit was very

brief, no discussion, no opinion, no conclusion. He presented himself as

a photographer, took several photos on his cellphone, stated that based

on his photos someone else will make a decision, and we have to follow

up with their customer service.I followed up on 03.23.2015. The customer service notified me that they do not see any defects.I

emailed them several photos that show that the sofa is defective.They still insisted that the item does

not have defects.4. Because they refused to return my money, and

only gave me a store credit, they forced me to order a new reclining sofa from them on

04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $999. The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $108.86 out of my pocket.

Review: I purchased a sectional and a chair from Bobs discount furniture along with a ([redacted]). I was sold this [redacted] the sales woman [redacted] she went on and on about how great it was and told us specifically that it would cover anything damages we caused even damage from animals scratches cuts scrapes absolutely everything!!! It sounded great so we purchased it. We, as luck would have it, had an issue and my boyfriend damaged the cushion cover. He called to make a claim with the insurance company [redacted] protection products to make a claim and was directed back to Bobs and told that because it was with in a year old that they[redacted] would handle it. At that point Bobs sent a tech out to the house and they told us that it wasnt a manufacturer issue so they would not cover it. At this point we contacted [redacted] back and tried to file a claim and were told that they would not cover it because the scratches did not go all the way through to the cushion. My boyfriend then called back because there was spots that went to the cushion and because were told that it would cover everything and was told no were denied because we did not know exactly happened. At this point he explained that he did know what happened and wanted to file the the claim he was then told that the tech from bobs put a note in that we have a small dog that could have caused the damage (which is completely made up because he did not) and that they did not believe what he said happened and said that the dog had to do it and they didnt cover animal damage. Once again goes completely against what the sales person told us but dosent really matter because the dog did not cause the damage. At this point we were told that it didnt really matter that the incident had to come from a single incident and now were reporting it more than once and they would not cover it because of that. My Boyfriend then tried to explain that we had been trying to file the claim for the same incident the whole time and asked to speak to a supervisor and was told no absolutely not by the woman on the phone [redacted] at [redacted], he asked again for a supervisor and was hing up on. At this point we contacted bobs again were told by the sales woman [redacted] once again that the [redacted] people were lying. My boyfriend then contacted Bobs customer service and was told that they would help they were sorry just take some pictures and send them in and was told that after hearing what happened they would MOST LIKELY take care of it we sent the pictures in and didnt hear back so we contacted them back and were told again that it wasnt manufacturer defects they wouldnt help us. We contacted [redacted] back and were told that she couldnt help either it was over her head. So basically we were sold an insurance policy, that should also be investigated because it is a complete scam, being told nothing but false statements everything they told us was a lie and was not covered.Desired Settlement: If the cushion is not going to be fixed I want a full refund of the couch and the chair we purchased and we will return it

Business

Response:

Good Day [redacted],

I am very sorry to learn of your disappointment with your [redacted]. I assure you that this plan is extremely valuable when used

within the appropriate guidelines that the plan denounces. I believe [redacted] and our Customer Care

department truly feel that this type of accident was caused by the pet you have

living in your residence. As Bobs Discount Furniture is a separate company

entirely we do not have the authority to overturn [redacted] judgments on claims.

I do apologize that the third party company who manages this plan did not apply

any care and empathy to your case when you initially called and I have reviewed

your case in further detail as well as reviewed the photos you submitted

directly to us.

While I acknowledge why the denial was received from Bobs

Discount Furniture as well as [redacted] I can also clearly see how this damage

could have been caused how your boyfriend depicted. It is also important that I

communicate that this fabric type is commonly known in the furniture industry

to fray and pill over time and this is considered normal wear and tear (not

covered by your protection plan or Bobs Discount Furniture). I do see it

possible that runs appeared in the fabric with many days of normal use occurring

after the initial accident you reported. Again the plan is extremely valuable

as you are getting coverage directly thru Bobs (in addition to the coverage

from [redacted]) against manufacturing defects, as deemed by our factory trained

technicians, for five long years. Should you feel that this plan is useless to

you at this time it is still within your right to cancel it. We give customers

up to thirty days after their date of delivery to contact us and request a full

refund and cancelation on the [redacted] Protection they have purchased. Obviously

I advise you against this because it offers you no benefit as my customer

besides a minimal monetary value in refund. I do feel it is important that you

understand instances like normal wear and tear, along with other exclusions are

not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval.

As a one time courtesy I have placed a part order into our system for

you. You will receive a replacement seat casing (the material that is actually

ripped on the chaise) in approximately 4-6 weeks. This casing will arrive to

your address by [redacted] or regular mail and once you receive it you can call us

to install it for you if you’d like.

I apologize for the frustration you have experienced, should

you have further questions or concerns regarding this resolution we ask that

you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat).

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

You cannot tell me what caused the damage!!! We have explained over and over again what happened to this couch. It was not a 6 lb dog and I will not repeat this again. And secondly your sales person at your store told me it covered dogs as well. I will also not accept the fact the this is normal wear and tear the couch is not even a month old. I will also not accept this answer because I tried to return the couch and get a refund already and was told that I would only get store credit. I will only accept a full refund back to my card and that is all!!! I expect you as the company that sold me this insurance policy to speak to them and have my couch fixed if it is not fixed I expect a full refund to my card and that is all that I will accept. I do not do business with company's that don't stand by their word and what they tell you in the store and will never do business with your company again.You sell a false policy and tell people lies in the store to sell them this policy and it is not ok. And the final reason I do not accept this response is because your sales person has told me over and over that [redacted] is lying and they have to cover the damage so I expect you to honor this as I was told this by your sales person [redacted] in the [redacted] store. Once again I will have my lawyer contact you if this matter is not resolved!!!!!

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize for the extreme level of aggression that you

feel necessary to communicate regarding your concerns. In reading my first

response please note that we have already

taken the necessary steps to

resolve your concern and fix your product (as you originally requested thru

this channel). We have placed a part order so that your concern will be

resolved and this is exactly the resolution you would have been granted thru

the [redacted] company should they have accepted your claim.

One company does not have the ability to overturn the

choices of another company and I find it completely embarrassing and disgusting

that a sales person would knock on the protection plan he or she sells and

stands behind on a regular basis in their profession. We have taken the

necessary actions to ensure our retail associates are properly coached and

offered to resolve your concern. I’m very perplexed as to why you remain still

so unsatisfied and I apologize again for the level of frustration you seem to

be experiencing. As stated in my first response, Bobs Discount Furniture is

directly resolving your concern by sending you a new seat casing for your

chaise. If there is another issue you seek assistance with I’d be happy to help

but at this time the original settlement you sought has been met therefore we

would consider this concern closed.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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

With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.

Review: on july 30, 2015 I bought a 100% leather sofa chair love seat from bobs store, with a 5 years warranty. The sofa leather start peeling,I contact bobs customer service, they ask me to send them photos I did, and I went to the store they told me if I want to exchange the furniture they`ll charge me 10%, I told them it`s not my fault, I pay lot of money to get good quality furniture not something start peeling in less than a month. they refuse to listen and they assist to charge me 10%. I was so mad and unhappy the way they treating me, I told them if I can speak to a manager, they told me he already know we will charge you 10%, I told them I will contact the Revdex.com they told me go head.

Business

Response:

Good Morning Revdex.com,

Per our records the customer’s concern (via pictures) was

viewed as “chipping off the seams of the merchandise”. As per our Service

Policy (listed on the sales receipt and signed as agreed to by the customer at

time of sale) we offered to replace the sofa with a factory fresh model.

The customer’s account shows that the option of replacement

for the same sofa was refused so we then took it upon ourselves to work outside

of policy and offer the customer a reselection on the entire living room set.

The customer has been provided FULL credit on the price paid to us for

the sofa (as this was the affected item) and we gave 90% credit on the loveseat

and chair because these items have no reported concerns; yet we are

taking them back as a courtesy for the customer with the understanding that as

a business we cannot re –sell them as new merchandise.

We have also agreed to cover the cost of any new delivery

fee associated with a new sale related to this credit as a further courtesy to

the customer. At this time we stand behind the fact that our customer’s concern

is being handled appropriately and in the fairest manner possible.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back. You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.

Review: My wife and I ordered a sectional on 7-19-2015. When it was delivered the first time the style was wrong and there was a tear on the chase lounge. When they assembled it they left staples all over our floor. (we have a 10month old daughter who had just begun to crawl and put everything in her mouth.) We were told that the correct furniture could not be delivered until the following Wednesday because that is the only time deliveries are made to our area, which is fine. The following Wednesday my wife took work off to be there for the delivery and the furniture never showed up. When my wife checked the tracking for the delivery it said it had been delivered at 11am. When she called to inquire about the delivery she was informed that the furniture was damaged and never made it onto the truck. We never received a phone call letting us know it would not be delivered. Finally three weeks later our furniture arrived. When I called to talk to someone about the compensation program I was told a 100 dollar gift card to Bob's was the best they could do. They could not even refund our delivery fee even though we waited three weeks for our furniture. When I went higher than the complaints department with my issue and extreme frustration I was told I have two options. 1. refund of delivery fee and 2. 150 dollar gift card to Bob's. Why is the delivery fee not an automatic refund when it took three weeks to receive my furniture and 2 of the deliveries were wrong.Desired Settlement: Delivery fee should have been automatically waived and refunded considering it took three weeks to deliver the furniture and two of the deliveries failed. One being wrong and the other a no show when my wife took work off to be there. 150 dollar gift card is not much of an incentive to shop at Bob's anymore considering the frustration and hassle we went through for a simple furniture delivery.

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any inconvenience we may have

caused this customer during their delivery 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, phone number, address provided here, and email

address. I also searched thru the purchases from every customer on 7.19.2015 by

last name and have yet to produce and account that matches this posting.

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.

If the invoice number is unavailable please ask if the

customer can provide the original delivery address for this merchandise or any

alternate phone numbers that may bring up their account records.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Consumer

Response:

I had a complaint filed with the Revdex.com against Bobs furniture. I received an email saying that Bobs had no record of me purchasing the product. I was asked for the order number. My wife [redacted] placed the order. The order number is [redacted] and our cr is [redacted]. Our last name was spelled incorrectly on our invoice so that might explain the problem. On the invoice it was spelled [redacted] not [redacted].Thank you for your time.Sincerely, [redacted]

Business

Response:

Good Afternoon Revdex.com,

My apologies for not initially recognizing

this customer’s name, I have spoken to the customer via email directly several

times. I have posted below the entire chain of our emails for your review and

please note the last offer made to him was communicated on 8.26.2015 which

includes a refund of the delivery fee and keeping the already processed gift

card. I stand behind this being the most fair and adequate offer available for

resolution to this concern and trust you will see that our offers have

continually been upgraded thru this email chain; please read thru the

associated emails as I am considering these a part of our response to this

concern (this is an email chain so please start from the bottom up for a full review).

If this needs to be submitted to the Revdex.com via email instead of the complaint

response please don’t hesitate to let me know.

-----Original Message-----

From: G[redacted], Stephanie

Sent: Wednesday, August 26, 2015 3:11 PM

To: '[redacted]'

Subject: RE: In response to your concern: cr [redacted]

Good Afternoon

[redacted],

I certainly understand

the level of failure you and your wife have experienced and I am so sorry that

you still remain so unsatisfied. When a failure occurs within any business it

is the responsibility of that business to make the concern right by the

customer. We worked to make our failures right by you and delivered you the

product you initially anticipated in good condition. You ultimately received

the delivery service you paid for and while it was not the merchandise you

wanted, we certainly didn’t want you without any product due to our mistakes, a

sectional that is no longer available for sale remained in your possession and

available for your use until we could properly honor the original promise we

made to you. Please know that I do not make this statement to cause you any

further anger, it is intended to provide you with education on how our business

took losses that were obviously owed to you in the original effort to make our

failures right.

The token of

apology offered after a business has honored their original agreement to you is

at the internal discretion of that business. As advised we have made you an

offer outside of our normal policies and procedures to try and meet your level

of frustration.

If you'd like,

in a final effort to satisfy you, we will allow you to keep the Bobs Discount

Furniture Gift Card ($100.00) already processed and refund the delivery fee you

paid. I'm sorry that the Bobs Gift Card holds little to no value to you or your

wife, the truth remains that we are a good company who continually satisfies

over 4,000 customers on deliveries alone everyday. We are backed and fully

accredited with the Revdex.com and continue to grow because we

truly care for all of our customers.

We have accepted

responsibility for the failures caused to you, made those failures right and

are now addressing your demand for something else in the kindest manner

possible.

Please let me

know when/if you are ready to move forward and I will be happy to process whichever

option you'd like to move forward with.

Sincerely,

Stephanie A.

G[redacted]

Customer Care

Corporate Liaison

This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If

you are not the intended recipient, any use, copying, disclosure, dissemination

or distribution is strictly prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

-----Original

Message-----

From: [redacted]

Sent: Wednesday,

August 26, 2015 12:27 PM

To: G[redacted],

Stephanie

Subject: Re: In

response to your concern: cr [redacted]

Hi Stephanie,

I did get a

chance to review the offers. I'm

confused as to why a refund of the delivery fee is even an option and not just

an automatic refund. We ordered the furniture on July 19th and we didn't

receive the furniture till almost a month later. The delivery fee was paid under the

assumption our furniture would arrive on the scheduled date not almost a month

later. And I'm still talking with my wife about the options because honestly

there's really no incentive to do business with Bobs again. There are plenty of

other furniture stores and we really don't want to risk this frustration and

time wasted again.

Sent from my

iPhone

> On Aug 21,

2015, at 12:55 PM, G[redacted], Stephanie <[redacted]>

wrote:

>

> Good

Afternoon [redacted],

> Thank you for

your response and I apologize again that you were caused so much frustration.

> Did you get

a chance to review the original offers I made to you from this escalated

level? I'd really like to help you

resolve your concern as soon as possible, if you don’t find the options I

originally listed satisfactory would you be open to letting me know what it is

you are looking for as of today?

>

> I totally

understand that you were failed and assure you we are working above and beyond

our policies to try and meet your demand as an individual.

>

> Original

Offers:

>

> Option #1:

>> We will refund the delivery fee paid to us

($99.99 - I don’t believe ** state taxes on a service fee such as this) to your

original method of payment.

>>

>> OR

>>

>> Option

#2:

>>

>> We will mail you out a $150.00 Bobs Discount

Furniture Gift Card for future use.

>

>

>

> Stephanie

A. G[redacted]

> Customer

Care Corporate Liaison

> [redacted]

> [redacted]

>

T###-###-#### (Direct)

> ?###-###-####

(Fax)

> [redacted]

>

> This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this communication

and destroy all copies.

>

>

>

>

-----Original Message-----

> From: [redacted]

[[redacted]]

> Sent:

Thursday, August 20, 2015 9:23 PM

> To:

G[redacted], Stephanie

> Subject:

Re: In response to your concern: cr [redacted]

>

> Dear

Stephanie,

>

> I am sorry

I haven't responded we were on vacation. The reason I accepted the initial 100

dollar gift card was because I was told it was that or nothing. I was and still

am extremely frustrated by this whole situation, so I accepted the gift card

and hung up the phone. It wasn't until after that phone call that I thought of

contacting you through email. As of right now I am planning on talking to my

wife and returning the gift card and seeking other options. I appreciate the offer, but the situation and

our experience was absolutely ridiculous.

>

> Thank you,

>

> [redacted]

>

> Sent from

my iPhone

>

>> On Aug

18, 2015, at 8:01 AM, G[redacted], Stephanie <[redacted]>

wrote:

>>

>> Good

Morning [redacted],

>> I am

emailing you because I haven't received a response back from you and in

checking on your account today I noticed that as of last night a $100.00 Gift

Card Request has been processed to be mailed to you. This is off of the

original offer made to you on 8.12.2015. Our upgraded offers still remain the

same, just wanted to give you a head's up on this transaction processing and

advise you that we are still here to help resolve your concern.

>>

>> Thank

You,

>>

>> Stephanie

A. G[redacted]

>>

>> [redacted]

>>

>>

T###-###-#### (Direct)

>> ?###-###-####

(Fax)

>> [redacted]

>>

>> This communication,

including attachments, is for the exclusive use of addressee and may contain

proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

>>

>>

>>

-----Original Message-----

>> From:

G[redacted], Stephanie

>> Sent:

Thursday, August 13, 2015 10:37 AM

>> To:

'[redacted]'

>>

Subject: In response to your concern: cr [redacted]

>>

>> Good

Morning [redacted],

>> I

initially attempted to reach out to you by phone this morning and had to leave

you a voicemail message.

>>

>> I am

very sorry about the terrible experience you and your family endured and the

lack of empathy you feel was applied to your complaint. I don't blame you for

being very upset with us and on behalf of Bobs Discount Furniture I extend my

sincerest apologies. I know and

acknowledge how unpleasant this entire ordeal has been for you and while I know

this is your Bobs experience I assure you that we would not be continuing to

grow if all our customers were met with so much disappointment during such an

important purchase.

>>

>> We can

certainly understand and acknowledge the reasons why you feel you are owed

something additional after the completion of your delivery.

>> 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. While

it is not normal procedure to so we do recognize that we have failed you and we

are willing to make an exception in this case to work above our normal

compensation guidelines and policies.

>>

>>

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 failures are

not part of the normal daily operations that have helped us grow to be one of

the largest furniture retailers in the U.S.

>>

>> I have

listed two options below for our further form of apology, we are a business

that believes in fairness and transparency for all customers alike so

regretfully we are unable to offer apology amounts based off of an individual's

time. Please review these options and respond to me with what option (1 of the 2)

you may find acceptable to move forward with.

>>

>> Option

#1:

>> We will refund the delivery fee paid to us

($99.99 - I don’t believe ** state taxes on a service fee such as this) to your

original method of payment.

>>

>> OR

>>

>> Option

#2:

>>

>> We will mail you out a $150.00 Bobs Discount

Furniture Gift Card for future use.

>>

>> Kindest

Regards,

>>

>>

Stephanie A. G[redacted]

>>

>> [redacted]

>>

>>

T###-###-#### (Direct)

>> ?###-###-####

(Fax)

>> [redacted]

>>

>> This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

>>

>>

>>

-----Original Message-----

>> From:

[redacted]]

>> Sent:

Wednesday, August 12, 2015 9:25 PM

>> To:

[redacted]

>>

Subject: cr [redacted] order# [redacted]

>>

>> Dear

Ms. [redacted],

>>

>> My wife

and I recently purchased a sectional on July 19, 2015 from the [redacted] store. The first time the

furniture was delivered on July 29th we received the wrong style, there was a

rip in the chaise lounge and there were staples left all over our floor. We have a 9 month old daughter who is now

crawling and putting everything in her mouth and we found staples all over our

living room and entry way. When we called to explain the furniture was wrong we

were told we had to wait another full week because the delivery truck only

comes to our area on Wednesdays. That was fine except the following Wednesday

August 5th which was supposed to be our next delivery day our furniture never

showed up. My wife took work off for the

day and she never even received a phone call about the delivery, yet when she

checked online an hour after the four hour window for delivery the website said

it was delivered at 11:15am. When my wife called to see what was going on she

was told that the furniture was damaged and never made it into the delivery

truck. So she took work off for no reason and sat around waiting until 230 and

never received a call from anyone explain the situation. We called customer

service and they took notes on our dissatisfaction and rescheduled again for

the third time. Today August 12th we

finally received our furniture that we ordered on July 19th. We were told to call customer service after

the furniture was delivered for compensation for the two previous failed

deliveries. I spoke with one of the customer service representatives and their

supervisor and was told the best that could be done was a 100 dollar gift card

to a Bob's store. First of all, my wife lost over double that amount in pay by

taking work off for the day for the second failed delivery. I was also told I

would not be refunded the delivery fee.

I paid the delivery fee expecting my furniture to be delivered on time

and correct. It took three tries to accomplish this. Offering us a 100 dollar

gift card to a Bob's store is an absolute slap in the face considering our

awful experience. Our customer service experience was awful as well. All I kept hearing was "I understand

your frustration and all I can do is a 100 dollar gift card" repeatedly on

my call. Their monotone disinterested

tone gave me the impression that they have heard it all day long. After ending my phone call with the

supervisor I looked online to see if there was someone else I could talk too

and I came across your name. I thought it was important to share my experience

when my wife and I went into the store to simply buy a sectional paid in full

and have it delivered the following week.

>>

>> Thank

you for your time, if you would like to speak with me our home phone is

###-###-#### or you can reach me by email.

>>

>> Kind

regards,

>>

>> [redacted]

>>

>> Sent

from my iPhone

Kindest

Regards,

Stephanie

A. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: On 07/04/2014 I ordered an article of furniture, item # [redacted], order # [redacted]. I picked this item up at the [redacted] store on 07/12/2014. Upon assembly at my home I came upon a piece of the item that had been damaged in shipping. I notified Bob's Discount Furniture customer support via telephone. They indicated that they would ship me a replacement part within 4 to 6 weeks. After 6 weeks had passed, no item had arrived. I called the customer support line once again and was told the item would now arrive in the beginning of September. As of this time the item has still no arrived. I spoke with, and emailed the customer support department on 09/17/2014. I was not provided any information as to when, how, or if the item had shipped. As of this time and date. I still have no information as to the outcome of this issue.Desired Settlement: I would like a definitive ship date with a tracking number. Otherwise I would like a refund of the entire order.

Business

Response:

Good Afternoon [redacted],

I apologize that you have been waiting so long to get this part

for your speaker cover on this fireplace. I assure you that we have been doing

everything in our power to get this part for you from the vendor who makes this

fireplace. I am also very sorry for the confusion that we caused on the

shipping time of the part and I thank you for your extreme patience with us. As

of today (9.18.2014) I have spoken with one of our Store Managers who assured

me that we have made this failure right by you. Our records indicate that we

are sending an entire new fireplace out from our distribution center so that

you can get the speaker cover part you have been waiting on. We apologize again

for any frustration that this product has caused you and we truly appreciate

your business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a new bedroom set 1/1/I picked up the set a week later when it arrived at the storeOnce unpacking everything I found one night stand had a broken drawer on the inside, the other was dented and the dresser was dentedI pulled the draws from the dented night stand to put in the one with the broken drawerAnother week later I exchanged the night stand and dresser for another setAfter unpacking this set the night stand was fine but the dresser was dented yet againAfter waiting another weeks they sent out another dresser to the store, this time I checked it while still there and found it was dentedI spoke to the store manager [redacted] and explained this to her and the fact that it's miles round trip to the store and backShe agreed to have the next one inspected and delivered to me on a Saturday since that was the only time I'm availableShe also was going to have a service tech come out on the same day and fix the chest that the vanier is messed upI received a call yesterday that someone was at my house trying to deliver the dresserWhen I contacted the store and asked for [redacted] to see why it was not delivered on a Saturday, conveniently she no longer works thereThey had me on hold for 5-min before asking if a manager could call me backThis being almost hours later I still have not received a callAnd what happened to scheduling a service tech to repair the factory defect in the chestIt has been over months now since I order the bedroom and still have not used itAnd is it going to be this hard to get someone to repair the furniture with my year warranty? I think this has been a complete waste of my time and money driving back and forth to there store.Desired Settlement: After all the hassle I've been thought I no longer want to do business with this store and would like to return all the furniture including the matching TV Stand bought in the discount area for a full refund of the purchase price
Business
Response:
Good Morning Revdex.com,
I don't
blame our customer for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies
I know and acknowledge how unpleasant this entire ordeal has been for our
customer and while I know this is [redacted] Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase
Bob's prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWe most certainly take full responsibility for the damaged
product that has caused our customer so much frustration as well as our
inability to properly schedule out a new delivery and service technician
Again our first priority is to make the concerns we have caused
right so if the customer would like we can move forward with offering a
delivery of the dresser and the service appointment for this coming Saturday
Due to time restrictions we would not be able to honor a special
inspection on the dresser because the merchandise will be added on to this
already full date in whatever time slot we can make availableIf the customer
would prefer a special inspection be completed prior to the dresser leaving our
distribution center we can make arrangements to request that he be added onto
the following Saturday (3.21.2015) instead
Regretfully we are unable to offer a refund on already delivered
or picked up merchandise (this is clearly stated on the second page of our
receipt that is commonly signed by each customer prior to leaving the store at
time of purchase)We would be willing to offer a refund percentage on the minor cosmetic
damage the chest has (our records indicate inch to an inch and ½ of finish
concern) at a value of 15% based on the price originally paid for the chest
If the customer doesn't have the dresser in their possession then
that one item would be eligible for a refund under the terms of our expressed
policies
At this time we remain very sorry for the failures and
inconvenience our customer has experienced and wish to help our customer move
forwardAs of today (3.09.2015) we are able to offer the reschedule of the
dresser delivery and chest service for a Saturday that works best for our
customer or provide a 15% percentage refund on the chest in home and a
full refund on the dresser that our records indicate is not in the home
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I do not accept this letter as a way to better the situationIf you are not willing to accept the return of the merchandise then I do expect the new dresser to be inspected prior to delivery on Saturday the 21stAs for the chest I would still like for someone to come out and repair it if possibleIf it is not possible to properly repair it then I will be need a partial refund for damaged merchandise.I do believe that I need to be compensated for having to wait two and a half months to receive all my merchandise and for my time and fuel running back to the store multiple times to make this problem go awayThis agreement still needs to be reached before this case can be closedIf someone does not pay you for 1/months you would charge interest on you would you not? I look forward to hearing back from you and getting this resolved
Sincerely,
Business
Response:
Good Afternoon Revdex.com, While it looks like the customer sent their rejection thru this channel on 3.13.2015, the response was just received to our offices on As of all deliveries were booked and routed for and there would again have been no time to properly inspect this dresser, as the customer has made clear they'd like to have happenWhile Bobs truly appreciates the mediation channel you provide to customers and businesses alike we strongly suggest that this customer contact us directly so that we can get the most efficient delivery and service dates scheduled for this specific consumerI can be available via email to this customer at [redacted] should they wish to communicate with me directly so there is no chance of unexpected delay againOur original offers in solving this customer's merchandise concerns remain active, the upcoming Saturday deliveries that would qualify for inspection on the dresser are April 4th, or April 11th, Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison Thank You, [redacted] Customer Care Corporate Liaison [redacted] (Direct) 6[redacted] (Fax)

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Description: Bob's Discount Furniture is an American furniture store headquartered in Manchester, Connecticut. Bob's Discount Furniture was founded in 1991 with its first store in Newington, Connecticut and is ranked 12th in sales among United States furniture stores according to Furniture Today's list of Top 100 Furniture Stores.

Address: 4180 Us Highway 1 Ste 400B, Monmouth Jct, New Jersey, United States, 08852-1971

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