Bob's Discount Furniture

Review: We ordered a living room set on 2/12/14 and a mattress set on 12/7/13 through the Bob's in [redacted]. When we received delivery of our living room set the love seat was obviously used, the bottom fabric had a huge tear and there were no holes in the bottom of the love seat to attach the legs. After contacting the the store, we were told to expect delivery of a new love seat the following Monday(a full week later). The next day the frame holding up our bed that we had just purchased in December snapped.When we checked it was very obvious that the frame was too small for our queen sized mattress. We called the store to let them know and we were told that a new frame would be delivered along with the loveseat. Day of second delivery was a complete nightmare. One of the delivery drivers took it upon himself to drill a metal screw through the plastic leg of the loveseat effectively damaging it. On top of that the new frame that was delivered was the same exact size of the original one which was not going to work. After alot of back and forth with the store and customer service we received yet another delivery date for another loveseat and another frame for a week later. Our mattress was on the floor for two weeks. Now today was delivery date number three. the loveseat was finally a brand new one with no damage but we're still having issues with the frame. This time both delivery drivers looked at the box-springs and told us that our box-springs were the wrong size. We now have yet another delivery date for 5 days from now and don't dare to put our mattress on the frame in fear that it will snap again. So our mattress will be on the floor yet again. This has been a nightmare! All we have heard are alot of I'm sorry's but nothing else. I will never shop at Bob's again. Not worth the frustration. It's a shame too. We purchased furniture from Bob's 3 years ago and had a wonderful experience, this time it's been the total opposite. Never again...Desired Settlement: I am requesting either a refund of delivery fees or other acceptable compensation.

Business

Response:

Good

Morning Revdex.com,

Please

give this customer my apologies for the failures that she has endured during

her purchase with us. I can certainly understand the customer’s disappointment and

we assure her that we care very much about satisfying our customers in the

event any failure occurs.

This

customer purchased through the ‘Acceptance Now’ lease to own program we offer

and while I acknowledge this customer’s aggravation and agree that compensation

is deserved we are unable to offer a monetary refund based on the fact that

this customer is not paying Bobs Discount Furniture for her merchandise. [redacted]

has paid and is paying directly to ‘Acceptance Now’ for the furniture she has.

We

do not deliver used furniture to our customers and again we apologize that our

customer received product with cosmetic and factory defect concerns. At this

time we are able to offer this customer a Bobs Discount Furniture Gift Card for

$100.00 as a form of apology for the inconvenience she has experienced as a

result of our failures. We have many cash and carry items available in our

stores for well under $100.00 so this customer can have an actual item or

item(s) of her choice from us as our apology.

Please

let me know if our customer is accepting of this offer and I will start the

process to mail her out this valuable offer of compensation.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: 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 bought a couch which was supposed to be leather that is now completely falling apart. we have no animals and wear no shoes in the house yet the material of this couch is every where. My daughter has ate and chocked on this couch . It is in every room of the house it gets into the food we eat. I called them for 2 weeks trying to figure a solution, I paid $1100.00 for this couch and they want to take it and credit me only $370.00. My child was chocking on this couch and that is all that they can do. This is unfair to the buyer if I knew the material sold was no good I would have invested in another couch.Desired Settlement: I want a replacement not the same couch and something to be done in the matter that my 2 year old choked do to this couch.

Business

Response:

Good Morning Revdex.com,

I spoke with our customer yesterday (8.27.2014) and made an

agreement on an option for resolution. Our customer will be visiting our

showroom to select a new set with a credit that we have provided her as a

courtesy. We are deeply sorry for any feelings of frustration and alarm our

customer’s product has caused and are grateful for our customer’s willingness

to work with us in settling on a fair option for recourse.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: Purchased from [redacted], ** store. No problems with sales experience. Total level of service from delivery, repair, and customer care personnel was unacceptable. Delivery #1 (8/27/2014) - sales rep offered me early morning delivery window (6:30 to 9am) which I accepted. Automated system called 2 days before delivery - stated window was 1:41 to 4:41 pm. I called customer service who worked to correct the problem - stated that I would receive another automated call during the evening with the correct time. The automated call I received later on still had the incorrect time. I called customer service again who stated that it was already corrected but the automated system had not yet caught up to the change. On the morning of the delivery, their automated system still stated an afternoon delivery, and that's when it arrived. I also did not receive a call prior to the delivery personnel arriving at my property. (Upon complaint to customer care today, they stated that I would've had to request a call in advance - this was not conveyed to me when I set up the delivery). The delivery personnel damaged the paint on the entrance to my living room. The price of the repair to that was negligible - I already had the paint and sandpaper. However it should never have happened in the first place - they could have avoided forcing the furniture piece into the room and causing damage if they took their time and thought about it. I documented this when I signed for the furniture. The coffee (cocktail) table was missing a thread insert on one of the legs, so the delivery personnel called and scheduled a repair. I witnessed the delivery personnel tell the customer service rep on the phone that it was only missing an insert. After the delivery personnel left (in a hurry) I discovered that the end tables were wobbly, so I called and had that added to the repair service call. I received an automated call for a customer survey and gave appropriately low ratings and left a message stating my complaints. Delivery #2 (9/3/2014) - They left some trash (packing materials) scattered in my driveway and yard, but otherwise this delivery occurred without incident. This time they called ahead to say that they were 25 minutes away. Repair (9/4/2014) - I was given a 3 to 5 pm repair window, and since I could not take any more time off from work I instead watched the online tracker all day, as my home is only 5 minutes away from work (I planned on going home when the estimated time was 15 minutes away). As the afternoon went on the estimated time became later and later, to the point that it was estimated as 8:24 pm. At 3:38 pm I received a call that the repair personnel was at my home, which was again without a call ahead (see response from customer care in Delivery #1 statement) and 5 hours different than the online tracker. In addition to all of this, the repair person was completely unprepared, as he did not have the part available to repair my coffee table. As referenced in my Delivery #1 statement, the delivery personnel told customer service exactly what was missing on the coffee table, so there is no reason why the repair person should not have been prepared. The repair person called customer service to schedule a replacement, to which I told customer service that they would not waste any more of my time. They apologized but then put me on hold for over 10 minutes. I stated that I would only accept picking up a replacement on my own time. The customer service person stated they were still waiting for approval and offered me no information about the pick up. After not hearing anything for a few days - I sent an email on the Bob's Discount Furniture website ([redacted]) stating that I had received unacceptable service and requested that they refund my delivery fee ($229.99) and refund the coffee table ($249) due to my repeated inconvenience. The website stated that I would receive a response within 48 hours but I did not hear from them at all. I received a call from the [redacted] store on Thursday 9/11 and Today 9/15 stating that my replacement coffee table was available for pick up. I called back and made all of my complaints known, and was transferred to the customer service department (after they first hung up on me). Spoke with [redacted] (sp?) who stated that they did not give refunds, I asked for a manager and was put on hold for 5 minutes. The manager I spoke to was [redacted], who reiterated that they did not give refunds. I replied that I was inconvenienced multiple times, and I deserved to be compensated via refund. She stated that I would be compensated (but did not specify how) and I requested that at least my delivery fee be refunded for my inconvenience. She stated they could not do that because the delivery fee was for more than my delivery; it covered ces for five years. None of this was conveyed to me when I purchased the furniture and I was given nothing in writing stating that the delivery fee was for other things, meaning they are misrepresenting the fee with the name "delivery fee". I stated to [redacted] who again stated that I would be compensated but she wouldn't specify how, so I said that I would be speaking with the Revdex.com and that if she could not help me then I would be hanging up.Desired Settlement: Refund in cash or on credit account for $229.99 delivery fee, and return and refund of "[redacted] Coffee Table" (cocktail table) for $249.

Business

Response:

Good Morning Revdex.com,

I have

contacted [redacted] today (9.16.2014) at the telephone number he has provided

within this complaint and left him a voicemail containing my direct contact

information (telephone number and email address). I am very sorry for the

frustrations [redacted] has endured based off of our continued failures and seek

the opportunity to work with him directly so I may ensure that he receives the

proper amount of care and empathy he should have initially been presented with.

I

eagerly await [redacted] contact as I genuinely wish to help him resolve his

concerns and earn his trust back in our business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I placed an order with Bobs that was delivered on December 20th. When the products were received several of the pieces were dam`aged. I contacted customer service and I was told that they would schedule me for redelivery of the damaged items . The second delivery had damaged items as well which led to a 3rd delivery. On the third delivery I noticed there was damage to my box spring as well. I contacted customer service and I am now scheduled to have a forth delivery. I called and spoke to the customer service department in reference to my overall experience and my frustration. I inquired about compensation and the company offered me very little. The refunded the delivery fee and gave me a $100 gift card that can only be spent in their store. I don't feel that the compensation makes up for all that I went through. I also question whether or not my purchases we new. I feel like this company is taking advantage of me and I don't appreciate it at all. I really hope there is something you can do to help. I have pictures of every damages item if you need it. Thank you for your help in advance.Desired Settlement: I would like to receive a partial refund by check or credited to my account. I will not accept anything under $1000.00. I missed several days of work being available for the deliveries. That doesn't include the time spent on the phone trying to resolve my issues. I will never shop at Bobs again!

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries and damaged product continues to

cause our customer. We can certainly understand the customer’s frustration and

acknowledge the reasons why the customer feels they are owed something

additional after their concerns have been resolved.

Bob’s prides itself on providing quality

service and the best value product for the price. Our primary focus is on

making the concern we caused right so that our customer is satisfied with the

product that they have purchased from us. We do not deliver “used” product

under the pretense that the product is new and as the retailer we have taken

full responsibility for the damages that may have occurred at the factory

overseas or during the extensive transit the merchandise endures prior to

arriving to our customer.

We have resolved the majority of the

original product concerns and delivered the customer the majority of their merchandise

originally expected in good condition. While it is far beyond our normal policies

to do so, we addressed this customer’s high level of aggravation by offering a

further form of apology right away (two days after the original delivery) of

monetary means. As indicated above our business normally seeks to make the

concern right (honoring our original agreement with the consumer) before

providing a further form of apology. As the issues occurred with the delivery

we refunded the delivery fee charged. Again on 12.30.2014 we offered another

apology in the form of a Bobs Discount Furniture Gift Card prior to the

concerns being fully resolved.

We currently have an even exchange

scheduled for the foundation on 1.17.2015 to resolve the remaining cosmetic

concern with this merchandise.

We have continued as a business to address

this individual’s concern the moment it is presented to us and work out of our

normal guidelines because we realize the level of dissatisfaction this consumer

is emulating as a result of our failures. Once the foundation has been

exchanged any additional accommodation we feel adequate to offer to the

customer is a form of our apology and at our internal discretion. We do not

offer apology amounts based off of any individual’s time and we are unable to

offer a discount off of factory fresh product that stands in the home in good

condition.

At this time we are looking forward to completely

resolving this customer’s concern on 1.17.2015 and should the customer still be

seeking a further apology amount from us they will be able to speak with our

Customer Care Office prior to the delivery team leaving their residence on

1.17.2015. We will review the account and already processed compensation at

that time and determine what, if anything, further we are able to offer.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.

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: 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: 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 Bob's 5 year Goof Proof protection plan, I immediately filed a claim the day stains were made to both my couch and sofa. I was informed by Bob's 24 hours later that they could NOT cover it as they deemed it cumulative. The stains are NOT cumulative! It was from yogurt that my kids had and the policy CLEARLY stated "accidental stains caused by ANY food or beverage normal consumed by humans; mold and mildew stains caused by food and beverage spills; stains caused by human or pet bodily fluids" I sent pictures to Bobs and explained it was from my children spilling something THAT very day on the couches. PS- my children each sit on different couches. My contact also does NOT state anything about cumulative damage and I explained that to the goof proof people and they said I wasn't reading the correct contract, that it was the one they sent me. Well, I have my original in print and it didn't state anything about cumulative damage. Doesn't matter anyway, this was NOT cumulative! It was damage that occurred that day I called (9-3-2014)Desired Settlement: I request that either the two sofas be cleaned or that I be refunded the full $99 I paid for the protection plan.

Mu warranty number is [redacted]. The claim/reference number was [redacted]

Business

Response:

Good Morning Revdex.com,

I have researched this account and reviewed the claim/photos

of these items as submitted to [redacted].

Please pass on our apologies to the customer for the disappointment

she has experienced with the [redacted] company. As we are a separate organization

all together I have reached out to our customer via telephone today (9.25.2015)

and left her a message with my direct phone number for contact back

(###-###-####). I would like to discuss the option we have available for

resolution directly with our customer and look forward to speaking with her

when she able to return my call.

Thank You,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: September 15, 2015

To Whom it May Concern:

Can someone be an advocate for the elderly?! This is being submitted to solicit help in settling my bill with [redacted] National Bank. In August of 2014, I purchased approximately 5000 worth of furniture from Bob’s furniture in [redacted], **. I recently moved into a senior citizens community ; and had to purchase new bedding and recliners due to my health. My salesperson advised that if I pay all by September, that I would owe no interest. I am on a fixed income as a senior and managed to send the funds each month to pay off this furniture. I have never been late. In August, I received a bill saying my minimum payment was 167.46; so I paid it. In essence, this should have been my final bill. Instead of boldly printing that I owed 289.70 to finalize my purchase, [redacted] sent me a minimum payment bill. I knew that the furniture was almost paid off, but did not know when specifically. Someone told me that creditors don’t even count debt when its 10 months or less; so why did [redacted] send me a minimum payment and not a final payment bill? On September 15, I received a bill saying that I owe [redacted], 943.35 for deferred interest . They tell me because I sent 167.46, instead of 289.70 that they are going to charge me a years worth of interest. I immediately called [redacted] and talked to several people about my account. I offered to pay them the 122.44 I owe them and maybe a late charge; but they charged me another 943.35 of interest. Thet [redacted] rep on the phone told me that I needed to pay, because that’s how they make their money. He told me that they don’t make any money off those deals. Please, help me. I am sending the bills for the last two months. The print is small regarding the special terms. ..and I don’t want anybody else to suffer. I am requesting a credit back to my account for a years worth of interest and I want my account closed. . They are threatening to put this on my credit report. [redacted] is going to charge me 27.99 in monthly interest! This senior citizen needs help! –[redacted]Desired Settlement: 12 months of interest refunded

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any confusion in purchasing

agreement that may have occurred at the time of sale.

[redacted] has communicated to us today (9.29.2015) that

they have already offered to

waive all the interest for the customer if he pays the principle balance of

$122.24.

At this time

we would consider this concern closed. Please have the customer let us know if

there is anything else we can assist with.

Kindest

Regards,

Stephanie

G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a sofa and love seat from Bob's Discount Furniture in August 2012. Now, just three years later, each of the three sofa cushions has multiple springs sticking up. The couch is unbearable to sit on. The springs are sharp and it is painful to sit on. I called Bob's looking for replacement cushions. The customer service informed me that this particular model couch is discontinued but I could still purchase the cushions for 50 dollars a cushion. I don't understand why I should have to pay any money for replacement cushions of a discontinued couch that is defective. No matter what, a couch shouldn't break this soon, especially in a way that is painful to sit on. The company was not willing to help me out in this situation and wanted me to pay a total of 150 dollars for their defective, discontinued furniture. I would like the cushions at no extra cost, or I would like to pick out a new sofa to exchange it with.Desired Settlement: I would like the three couch cushions at no cost since exact couch is discontinued. Or, I would like to pick a whole different couch all together to exchange it with.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the customer’s disappointment

in their set.

The customer’s merchandise is far past any warranty our

business communicated via the original sales invoice and while we stand behind

the quality of our product we do reserve the right to view the merchandise

before assessing what courtesy options may

be available for resolution.

Merchandise from any retailer is continually discontinued for several reasons

and most of these reasons have nothing to do with the item’s wear pattern. This

set was delivered over three years ago and in order to keep up with changing

trends and home fashion most of our sets have been changed within the past

three years.

Please ask the customer to submit photos of their

merchandise (to the Revdex.com) so we can assess the overall quality and condition of

the items, if there are no signs of use beyond normal wear and tear we will

respond with what courtesy options we may

have to offer for recourse.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: My husband and I purchased a new living room set and on the day of delivery (12-30-15) the loveseat was delivered defective. The thread and screws to hold the legs on were completely missing. After numerous calls to customer service we were told we would have to wait over a week until 01-07-16 for someone to come and supposedly fix the issue. The delivery people stated this had happened on more than one of their stops today which leads me to question if this company knowingly sells defective and low quality merchandise. I find their business practices deplorable and the customer service horrendous.Desired Settlement: I would like a credit to our bill since we paid for new non defective merchandise and received a subpar product and are made to keep it until some time in the future when they can fit it in to fix what never should have been broken in the first place. I also have to clear another day to sit and wait for them to fix their error which is an added inconvenience.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

multiple appointments and damaged product continues to cause our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after their concerns

have been resolved.

Our records indicate that we delivered (7) items to this customer

on 12.30.2015 with the loveseat having only this reported concern of missing

hardware. To say that we deliberately deliver our customer’s damaged product is

slanderous and a gross exaggeration in comparison to the success level of the nearly

4,000 deliveries a day that we are routed out for. I also checked the delivery stop

records for the team associated with this customer’s stop and I was unable to

locate any occurrence of missing hardware on the eight previous stops they

completed before arriving to this customer’s residence (or even the four stops

that occurred after this customer). The report of the team’s lack of

professionalism and ownership will be addressed internally as this type of

behavior being displayed seems to have escalated the disappointment the

customer is certainly entitled to feel. We are a business and regardless of the

specific level that failed, we are all expected to take responsibility for our

customer’s concern.

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. As the retailer we have taken full responsibility for the

damages that may have occurred at the factory overseas during the building

process and we have set up a resolution that follows the business practices

that we visibly outlined to our customer during their time of purchase (see

sales invoice – Service Policy).

We are very sorry that this issue

occurred and we never anticipated letting our customer down, we currently have

a service scheduled (1.07.2016) to rectify this concern. Should the customer

require a special request (I.E. - time frame request or a specific date

request) we are open to submitting this request to our routing department so

the new appointment may have less of an impact on their current schedule.

At this time we are looking forward to completely resolving this customer’s

concern on 1.7.2016 and should the customer still be seeking an apology amount

from us they will be able to speak with our Customer Care Office prior to the

technician leaving their residence on 1.7.2016. We will review the account and

at that time and determine what, if anything, further we are able to offer.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This company basically admitted their error and while they apologize for it, I still have to keep damaged goods until they deem an appropriate time to come fix it. This is horrendous consumer service and obviously once they make the sale they could care less about the customer and the quality of product given. I'm inconvenienced to wait around for them to fix their mistake and I get the privilege of paying for it.....great company. They wouldn't like waiting until I deemed it appropriate to pay my bill but they can treat my business and satisfaction as unimportant and I can wait around again on them.

Sincerely,

Review: I bought the [redacted] sofa and love seat. The love seat began deteriorating pretty much within a few months and is completely damaged at this point. The arm is detaching from the seats and it is falling to the ground. The seat cushion foam is disappearing and the springs are coming through. I called customer care and they in turn sent over a mn technician who deemed the damage to be an "accident" and not a manufacturer defect. It is clearly a defect but they refused to help me and refused to send another technician to see if the first one was out of his mind. They couldn't explain to me how an accident can cause seat cushions to lose their foam except for the stupid reason that my family is sitting down too hard. They are the worst people to deal with. I had the Goof Proof warranty that has all kind of runaround wording so in the end they don't have to do a thing for you. Their furniture is the worst quality and then they don't stand behind it. Bob's should be out of business and I will never buy another thing from them. Horrible company, horrible furniture, horrible customer care!!!!!Desired Settlement: The love seat that clearly was made like crap, should at least be replaced as good faith. Even though I don't want another thing from this horrid company, I should not of had to pay for something that isn't going to stand up to what it is suppose to be used for....and that's to sit on it!!!!

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for the level of frustration

we have caused them to feel.

We certainly want to make sure our customer’s concerns are handled

fairly and adequately under the terms of their purchased protection plan. I

have reached out to [redacted] via telephone today and provided her with my direct

contact information (phone number) for further follow up.

If it pleases [redacted] to communicate thru email instead of phone I can

also be reached via [redacted]

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Ordered and purchased 4 red leather chairs on 12/19/15 - [redacted] I am yet to receive my chairs and every time I call to inquire, I have been given different dates for availability which amounted to a call from Bob's to notify me the chairs are not available and have been given a possible window of mid February.....

I am yet to speak with a manager regarding this issue despite numerous requests to speak with a manager who is never on site.... Who I am told will call me back within 48 hours and yet.... I have not received any calls back from a manager to date... I did mention this order was placed on 12/19/15 and we are about to enter February.....

What is the issue?Desired Settlement: I WOULD APPRECIATE CONFIRMATION FROM A MANAGER THAT MY CHAIRS WHICH I PAID FOR WILL BE AVAILABLE AND DELIVERED TO ME BY NO LATER THAN 2/7/16 AND THAT THE DELIVERY BE WAIVED OTHERWISE I WANT A FULL REFUND.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the delivery experience caused our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after the completion

of their 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 our customer and we are willing to make an exception in this

case to work above our normal compensation guidelines and policies.

We will honor the customer’s request for a refund of the delivery

fee ($39.99) as a final form of our apology. Please advise the customer that

all paperwork needed for this transaction has been entered from our end and

action is required from the customer at this time.

I have listed the steps below for the customer to follow in order

to get the initial processing of this refund completed. We highly suggest the

customer complete these steps as soon as possible so that the refund process is

expedited quickly on their behalf.

Review: I purchased my living room set from Bob's Discount Furniture on November 27th, 2011. This furniture was delivered in January, 2012. Since this time, the quality of my sofa has GREATLY diminished. The bottom cushions are flat (even after being re-stuffed once) and do not stay together creating a huge gap between cushions. This makes the sofa very difficult to sit on. The back cushions are impossible. The stuffing inside the cushions has been completely broken down for approximately 2 years and are uncomfortable and unsightly as they do not stand up. My loveseat does not display any of these issues which leads me to believe that there is a factory defect within the stuffing of my sofa.I have called Bob's a total of 6 times, all of those calls equally 158 minutes and waited 6 hours for service. Bob's canceled my original technician appointment without telling me, the technician came and could not re-stuff my back cushions, and new cushions were never ordered as promised. After the cushions were finally ordered the wrong ones were sent. They ordered the cushions again and they never showed up. After calling AGAIN I found out that they couldn't be ordered because the couch was discontinued and there was "no further recourse" that could be taken. Now I am stuck with a falling apart defective couch.Bob's Frequently Asked Questions page states that "If the Service Technician determines that the factory defect is not repairable, (and it is still covered by Bobs 1 year guarantee against factory defects) we will replace the product one time. If the item is no longer available, we will refund the purchase price." The technician came and could not repair my cushions. In addition, parts were no longer available as my couch was discontinued. My goof proof also extends my guarantee to 5 years, so why haven't I been refunded?After posting a review on Bob's Facebook page, it was deleted and I was blocked. Is this the practice of an honest and reputable company? I think not.Desired Settlement: I would like to be refunded the full amount of my purchase $799. This does not include the goof proof coverage so I think that this solution is more than fair considering the time I've wasted on the phone and waiting for them. I have receipts, phone records, and paperwork to prove all of this scanned and readily available.

Business

Response:

Good Afternoon [redacted],

I apologize to you for the concerns you have had with your sofa, I

can understand your frustration having been offered options for resolution and

then being told these options could not be honored as originally advised. I assure

you that we have sought to resolve your concerns through all available avenues.

After reading your complaint I did reach out to our liaison who handles

responding to our customer’s Facebook posts. I was informed that you had agreed

to email us with this concern at our bobs cares email box but haven’t completed

sending us that email as of yet.

The information you have cited in your complaint regarding the

factory warranty on your product is correct, however the technician that was

sent to your home on 5.17.2014 did not deem your concerns to be the result of a

factory defect. The technician serviced your merchandise to the best of his

abilities as a courtesy to you and his report thereafter indicated that the

concerns you had were the result of the wear and tear the sofa has sustained

while in your possession. It is normal and expected that after using a piece of

furniture for an extended period of time the seats and stuffing of that item

will show signs of wear. As you have been using this sofa for over two and half

years a sofa that is manufactured such as this one is showing its signs of

usage. As far as the matching loveseat that you state has no concerns, it is

reasonable for our business to assume that the loveseat doesn’t experience as

much use as the sofa does. Unless a customer is continually switching seats

and/or rotating cushions the complete even wear/use of all items in a living

room set is typically not accomplished.

In an effort to provide you with the best care possible, our

Customer Care Department placed a parts order in that we were agreeing to pay

for on your behalf. We are unable to get parts free of cost from the vendor and

we were trying with any and all options available to us to help you. In most

cases we can still get parts for a set even when we drop it from our sales

lineup. As this set is no longer in production through the vendor we were

informed we couldn’t get these parts after the order was placed and we remain

just as disappointed as you are that we are unable to offer you free of charge

parts as recourse.

Our records reflect that you spoke with one of our Account

Management Specialists on 7.16.2014 and we offered to schedule a second

technician to your home to repair the preference concerns you have with this

sofa. This offer is still available to you and if you would like us to come out

again at no cost to you please contact our Customer Care Office to schedule

this appointment. I apologize for the frustrations you feel that we have caused

you and that we are unable to take responsibility for a concern that does not

stem from a factory defect nature.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.

Review: Purchased couch on November 10, 2012. We also purchased the "Goof Proof Plus" warranty which is supposed to cover any damage to the product. Estimated, February 2014, we contacted Bob's Discount Furniture about cracks and splits in the leather, and a dip in the one recliner. They sent an appraiser, who agreed the couch had damage. Since then Bob's has essentially taken back their warranty and say that it will not be covered because it is normal wear and tear. I do not feel a couch that is less than 2 years old could possibly have this damage from simple wear and tear. We have made several attempts to resolve this issue and Bob's has not been corporative in the matter. They have been running us in circles for the past 6 months and nothing has been accomplished.Desired Settlement: Amount of purchase in the total of $3.187.51. If this is unreasonable I would at least like the parts of the couch that are ripped and/or broken to be replaced.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with our customer ([redacted]) today (8.11.2014) and

we have offered a fair an appropriate resolution for this concern. Please pass

on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this

product has caused them. I have also

provided our customer with my direct information for any future needs I can

help resolve with the utmost efficiency. I thank our customer for making this

complaint so that we have the opportunity to provide the care our customer

should have been receiving all along.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I am writing to follow-up on a complaint made on July 8th (more than two months ago). At that time, I had experienced delivery issues and received a broken nightstand. After speaking with account specialists [redacted] and [redacted], I was promised 50% off the delivery fee, refunded back to the credit card for a total of $54 (including tax). I was also promised that the piece would be exchanged. When the piece was exchanged, I noticed a scratch on the top of the piece. I alerted the delivery man, who called Bob's. I was told that a furniture specialist would need to examine the piece to fix it. When I was able to schedule the furniture specialist to come in, he confirmed what I already knew - it would not be possible to fix the piece. I once again had to speak with customer service and explain the situation yet another time. I agreed to have the piece exchanged, and it was finally delivered the third time. When I called to receive the refund of 50% off the delivery fee, now that the piece was finally delivered in the right condition, I asked about further reimbursement given the extreme hassle and the fact that my piece had to be delivered three times before I could properly receive it and use it. This, for whatever reason, seemed to be a surprise to the customer service representative. I spoke with [redacted] in customer service and finally [redacted], who said she was an account manager. Neither seemed concerned at all about keeping a customer relationship. [redacted] offered $75 total to be refunded back to the card (an increase of $21 from the previous agreed-upon reimbursement) or $100 total to be given as a gift card. I could not understand how this was at all sufficient, and the only explanation given to me is that I should be happy I am even getting something reimbursed back to the credit card. Again, not the best way to keep a customer. In any sort of context, if the same mistake is made twice, it would be common practice to refund the customer. If Bob's cannot be bothered (twice!!) to check that the piece that is being delivered is in the correct, new condition before it is being given to a customer, then I should not have to bear the cost of that piece. I would consider this absolutely minimally sufficient. I am asking for the original agreed-upon reimbursement of 50% off the delivery fee ($54) in addition to the cost of the piece being reimbursed ($179).Desired Settlement: I am asking for the original agreed-upon reimbursement of 50% off the delivery fee ($54) in addition to the cost of the piece being reimbursed ($179).

Business

Response:

Good Afternoon [redacted],

I apologize that you have endured such a disappointing delivery

and [redacted] experience while we worked to correct our product failure. I

acknowledge why you are seeking a monetary refund on the price of your

nightstand however the fact remains that your nightstand has been received in

good condition. Bobs Discount Furniture prides itself on providing our customer’s

with the best merchandise possible for the price point and in the event of a

failure that negatively impacts our customer we seek to make that failure

right. You entered into an agreement with us for a nightstand you selected from

our showroom and a delivery of that product in good condition. That original

agreement has now been met and you have been offered various avenues of further

apology on top of us correcting our mistake.

While I acknowledge your feelings of frustration and take responsibility

for those feelings, I believe it is unreasonable to expect any business to

provide any customer with factory fresh product and a 100% discount on the

purchase price of that product.

As a further form of apology to you we can refund the full

amount you paid for the delivery fee associated with this purchase. I do feel

that this offer is above and beyond for several reasons. The rest of your

merchandise was delivered in good condition during your first delivery and we

are continually working to upgrade our offers of further apology to meet your

satisfaction. I do hope that you can understand our position as a business and

I apologize again that we have left you feeling so uncared for.

If you would like to accept this final offer for

compensation you may write to me through this Revdex.com channel or you can contact

our [redacted] Department at ###-###-####.

Kind Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a couch on 10/24/2012. The pillows on the couch started fraying on 12/27/2012 for which they mailed me new pillows. The couch has pillow backs which have been splitting at the seams. I called for service on on 9/15, 9/23, 9/30, 12/2 and 12/10 all in 2014. At one point in September of 2014, they sent a service technician that was unprepared for the repair, rude and had to be asked to leave my home. I called Bob's immediately and advised I didnt want this person again, explained the situtation and was told it was an outside agency that provided te technicians. They appologized profusely and sent me a new technician. He refilled the backs with stuffing and sewed them again stating it may be a defect in the couch. When I called on 12/2 regarding the couch and a different chair issue, they sent me the original man that I specifically told them I didnt want in my home. The woman I spoke to on the phone said she thought that the couch had a defect and should be replaced but he needed to make that decision. He tells my husband that the chair that needed to be fixed was not a Bob's merchandise, even though my husband had the receipt to show him. I again called Bob's and wanted to know why they sent this same man. The girl on the phone was mortified, apologized again profusely and put me on the phone with account manager [redacted]. She sated that it was a manufacturer defect and was out of warrenty even though we bought a [redacted] warrenty. She was condesending and stated this did not fall under [redacted] and that they were servicing it even though the original warrenty was expired. They would service it for the term of the [redacted] (5 yrs) but after that it would come out of my pocket (approx 80.00 for a service call) This is definitely a problem in the the design of the couch and they are not owning up to it. Also the dates that I gave are approximate because they would never leave a service invoice when they came to my home. She also said that the service man is from Bob's not from an outside agency, which to me makes it even worse that I complained and didnt want him back in my house and they still sent him. Also according to their records it does not state that I called to complain about him but that I cancelled the service call, which is an absolute and blatent lie. All representatives that I spoke with it in these time periods agreed that that the couch had a defect and should be replaced but the account manager stated that all they could do is fix it.Desired Settlement: I would like to have the couch replaced, even though we do love the couch it keeps ripping and would like one that does not have that type of backing that will keep ripping. If they will not do it, I do not want to spend a penny on any repairs for the lifetime of the couch since its not something we are doing to it. I do not want to pay 80.00 after 5 years. We take care of our furniture and I do beleive it should last beyond 5 years. Also I NEVER want to see that repair man again at my home. He is incompetent and rude and should not be working this job, since thats what I was told by Bobs when I make my original complaint against him, not just that I cancelled the appointment.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the frustration this

customer is experiencing with the sectional sofa purchased from us. We also

apologize for the alleged rude behavior the customer cites to have received from

one of our technicians. It is extremely rare that we receive complaints from

customers not wanting members of our service team back to their residence. Due

to restrictions of our computer system, in order to prevent a previous

technician from returning we must be made aware each time a service appointment

is created so we can send a specific request for that specific service date. I am

so sorry if our agents were properly informed by the customer while creating

the service appointment in question and the unwanted technician still showed up

to the home.

Our records show that this merchandise was delivered to the

customer on 10.24.2012 and the warranty protection the customer purchased on

this sofa is active through Bobs Discount Furniture for a period of five years

(expiring on 10.24.2017). While I can understand the customer’s aggravation

having had multiple services we have been keeping their best interest in mind.

In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement

of the merchandise. Should the customer

seek to have this merchandise replaced it will completely fulfill the protection

plan agreement on all three of these sectional pieces. Some of the issues the

customer has been reporting (seam separations) have been deemed manufacturing

defects however some of the concerns are related to normal wear and tear, in

example it is completely normal and should be expected that multiple seats

loose resiliency over a period of two years time. We have been continually

meeting our customer’s concerns with service as readily as we are able to.

We are more than happy to offer the option of replacement or

reselection to the customer under the parameters of the protection plan they

purchased should they fully understand

and accept that this replacement will use up the coverage they currently

maintain. On the sales order in question the cost of the plan was $149.99

to protect $1299.00 of merchandise for five years, based on the extremely low

price point we feel it is obvious as to why the plan is active for only five

years and would only allow the replacement of merchandise only one time (please

keep in mind the plan covers the cost of delivery/disposal fees associated with

the replacement as well).

Should the customer wish to purchase the plan on the

replacement merchandise that is always an additional option they can take advantage

of. I have listed below the available options for this customer’s concern in

terms of getting this merchandise replaced:

Option #1:

Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).

Should the customer want to purchase the plan again on the new sectional they

should make us aware of that choice so we can correctly set up the paperwork and

charge them for the new protection plan prior to scheduling an exchange date. We

will expect to remove the items the customer currently has in the home on the

same date we deliver the new replacement items.

OR

Option #2:

Initiate the ‘one time replacement option’ under the Goof

Proof Plus Plan and receive a store credit for the amount originally paid to us

on the sectional (THIS OFFER IS

EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would

allow the customer to pick out a different living room set and should they wish

to purchase the plan on the new set the customer can discuss this directly with

their new sales person while in our store. We will expect to remove the items

the customer currently has in the home on the same date we deliver the new

replacement items.

If the customer is still seeking a merchandise replacement

please ask that they respond to us with which option they would prefer through

this Revdex.com channel that they have opened for mediation purposes.

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, [redacted]

We would like option 1 since we really do love the sectional and would like the exact one again. We would hope that Bob's is now aware of the defect by the manufacturerer and has addressed it.