Bob's Discount Furniture

Review: We purchased a leather couch from Bob's Furniture in 2012 along with an extended warranty that said it add coverage for 5 years, which they called [redacted] insurance. I called them regarding a damage to a 2 year old couch where one cushion is sucken in and the leather is flaking off. All of a sudden, none of the damages are covered by the warranty and they tell me that only if its an accident will they cover the damages. We paid a decent amount for the couch and now we will have to replace a 2 year old couch because it looks like we have had it for 10 years. They sent a technician out to inspect the couch only to have them tell me that he doesn't think anything is covered, then why did they make if sound like everything would be covered. We paid extra for a warranty that doesn't cover anything and on top of that my husband and I will have to purchase a new couch soon.Desired Settlement: We would like them to either replace the cushion or couch, or come up with a way to resolve this matter.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies to our

customer for the disappointment they are currently experiencing with this

product.

Our records indicate that this

sofa was delivered to our customer on 09/14/2012 and this concern was first

reported to us on 12/01/2014. At that point the Bobs Discount Furniture (1

year) Warranty had expired on the merchandise. The customer did purchase the [redacted] protection plan which, as its name depicts, offers coverage against

accidental concerns causing damage to the furniture.

We do expect our

sales professionals to provide a general overview of the additional protection

plan during the excitement of the sale and we provide a document not only

‘checking off’ what is covered by the plan, but also indicating that there are

exclusions to this plan and should the customer seek knowledge of exclusions

they are to refer to their full plan documents. We cannot force a consumer into

the act of educating themselves on every exclusion denounced with the

protection plan and we do our best to properly prepare them in written word as

to what is covered. The protection plan

is also managed by a third party company called ‘[redacted]’ therefore we have no

way of forcing this company into covering what they consider an exclusion to

their plan.

The technician

report we were provided on 12.05.2014 indicates that the seat of the merchandise

is sinking; however the cause of this sinking is related to normal use over the

period of years that the customer has maintained the merchandise. It is completely

common and should be expected that any seat of any product loose resiliency

over a period of usage. In most cases we do offer service at no cost to our

customers as a courtesy, in this specific case the technician also reports to

have seen noticeable scratches from an animal on all seats cushions. As animal

damage is not a normal wear and tear concern and stems from events beyond Bobs

Discount Furniture’s control we are unable to offer further courtesy recourses

on merchandise containing animal damages.

[redacted] is an

extremely valuable plan when used within its intended guidelines for accidental

damage protection and we do apologize to our customer that we are unable to

offer further recourse for events not covered under this protection plan/occurrences

of animal damage.

Kind Regards,

Bobs Discount Furniture

Review: Bob's furniture messed up my delivery that I paid at least a hundred dollars for. I requested that my furniture be delivered after 3pm. They sent me an automated confirmation a few days later saying it would be delivered between 4-6pm. I get a call around 11:30am stating they were trying to make my delivery, but no one was home to accept it. Of course no one was home... why would they deliver it 5 hours before the scheduled time frame?

I called and spoke with a few customer service reps and then asked to speak with a manager. I explained to him the situation and that I still have the message confirming 4-6pm. He said he does not know where that message came from. The manager went on to defend their decision to deliver it early, and said the next delivery time was not until 4 days later. He also said they would not compensate me or try to deliver it sooner because it was not due to a medical emergency.

I am having guest over for New Year’s Eve, and now thanks to Bob’s Furniture we’ll all be standing in an empty room. They are clearly unorganized and do not care about their customers. I should not be penalized for a mistake on their end. The least they could have done was offered some type of compensation.Desired Settlement: A refund for the delivery or store credit.

Business

Response:

Good Afternoon Revdex.com,

We apologize

to the customer for any inconveniences that have been caused as a result of her

not being able to accept the delivery on 12.30.2014. While we certainly empathize

with this customer’s frustrations per our records we have caused no direct

failure to our client.

A time frame

of 4:00pm -6:00pm would not make sense for several reasons. We provide an

estimated three (3) hour window for any scheduled furniture delivery and our

delivery teams start making stops at approximately 6:30am (in most states we

are not permitted by law to have a driver scheduled on the road for a period of

11- 12 hours).

Our

automated system’s records show a time frame of 9:00am -12:00pm being delivered

to phone number: ###-###-#### in

reference to this scheduled delivery for 12.30.2014.

Bobs

Discount Furniture cares very much to satisfy our customers and we continually

seek to make any failure we may be responsible for right by our customer. I

have performed extensive research on this account and come to the conclusion

that the estimated time window provided to this customer was confirmed as

9:00am – 12:00pm. If the customer can provide a transcript along with date and

time information I will be happy to perform further research along with my IT department

to determine the origin of the alleged voicemail she asserts to have.

Our records

further indicate that our delivery team tried with every capability to make

this delivery on 12.30.2014. The delivery team told us that they went to the

rental office and asked if anyone from that office would let them into the

residence and supervise their delivery, they were turned away. They also

offered to leave the merchandise with the rental office prior to leaving and

were again told this was not an option. We are just as disappointed as our

customer is that we were unable to complete the original scheduled delivery.

At this time

we will not be making an offer of monetary apology as we believe to have

honored all agreements made with our customer. Should the customer wish to

provide more evidence I am willing to perform further research. We currently

have another scheduled delivery in place to deliver the expected product.

Sincerely,

Bobs

Discount Furniture

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

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the disappointment the

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Given the partner agreements we maintain with this third

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

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

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

letter.

Kind

Regards,

Bobs

Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

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

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

Furniture.

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

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

failures right by our valued customers.

At this time we consider this complaint closed as resolved and

look forward to satisfying our customer with new merchandise.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

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

Business

Response:

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

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

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the multiple deliveries

of the bookcase and the understandable inconvenience these deliveries caused to

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

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

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

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

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

Bobs Discount Furniture Gift Card holds today and always.

We offer any type of additional apology in the form of a Bobs

Discount Furniture Gift Card because as a business we understand the importance

of earning our customer’s trust back and proving to our customer that delivery

failures are not part of the normal daily operations that have helped us expand

into new markets and continue to grow as rapidly as we have. We also wish to

provide our customers with a tangible item as a further form of apology rather

than just committing to the act of pacifying someone with a monetary amount.

Should the customer wish not to provide us with another opportunity to deliver

merchandise we can understand the reasons why in this scenario and have several

cash and carry items that can be taken from our Showrooms or pit locations as

our free gift of apology by using a gift card.

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

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

the amount of $50.00.

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

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

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

For all purposes of confirmation the Bobs Discount Furniture Gift

Card (if accepted) will be mailed to:

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

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

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer

seems so disappointed in their protection plan.

I looked into how the claim was

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

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

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

Animal damage from bite marks is

not a coverage occurrence under this protection plan.

If the customer disputes

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

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

Business

Response:

Good Morning Revdex.com,

We have spent several days and man hours searching with the

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

was initiated with [redacted] on 8.12.2015.

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

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

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

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

this particular plan.

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

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

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

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

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

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

occurred.

I have

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

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

they follow when making this claim.

We apologize that the customer is experiencing any inconveniences

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

of existence.

Thank You,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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

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

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

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

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

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

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

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

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

our attention within our staff and will take appropriate action.

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

to the customer’s method of payment.

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

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

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

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

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

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

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

business.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

an answer as to why the claim was denied.

The trucking company has communicated to us that the manifest

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

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

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

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

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

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

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

on 9.2.2015.

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

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

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

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

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

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

discuss the current status of this claim.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bought from the [redacted] Bob's. Requested Breakfast with Bob's delivery for Today 12/11/2015 from 6:30-9:30. At 10:14 on the Bobs "track my delivery" it showed DELIVERED at 10:00. It was NOT delivered. I waited then decided to call. At 10:20 I called Customer care. Connor at first said it was delivered. He came back later to tell me it was NOT delivered... "Oh really. Thanks for the information". He put me back on hold at 10:50 he came back on and said the "operation team" would call me with a delivery. He said that they did not know why this happened. He mentioned a 11:00 am delivery but was not sure since it was 10:56. I asked if they do not deliver what do I do. He said that is what operations said they would call me. I again said if operations does not call what do I do. He again mentioned operations would call me....What if they do not? I asked again. What do I do. I called the store where I bought from. Linda a sales lady said that there was information on the system at 11:05 about the delivery.Desired Settlement: Free delivery minimum. PLUS $$$ for my TIME.

I would also like from the company that the driver calls the number on file, after they finished the job before my delivery and say we will be delivering to you in;(time).

As many companies do. [redacted], ** and [redacted].

Since customer care could not help me maybe a "incident #" and a call within 30 minutes from operations with a time of delivery. sO IO do not have to wait around..................

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the poor experience

our customer dealt with while waiting for their delivery. Regretfully on this

day our organization made a mistake and we did the best we could in the most

efficient time we could to correct that mistake and get our customer their

delivery. Our records show that the customer’s chests were successfully

delivered on their scheduled date of 12.11.2015.

Again we are very sorry and remain disappointed in

ourselves when any customer has to experience unintended additional wait time

outside of their estimated delivery window. We are unable to refund a fee for a

service that was completed and in order to provide fairness to all consumers

alike we do not offer apology amounts based off of any one individual’s time. As

a further form of apology we would be happy to provide our customer with a

$50.00 Bobs Discount Furniture Gift Card.

Please

have the customer review our offer and respond to the Revdex.com as ‘satisfied’ if

they would like our offer processed. Please ask the customer to be as specific

as possible in their response (a copy paste of our communication is acceptable

and recommended) so there is no hold up in them actually receiving

compensation.

Processing: There are

different ways available to process this gift card (please advise the customer we are expecting that they make us aware of

which processing route they prefer):

Either

–

Review: I received the WORST customer service I have ever received from this company. My experience started in August of 2014 and we are still dealing with UNRESOLVED issues. My boyfriend and I purchased a couch set last summer and a few months later the frame of the sofa had broken. We tried numerous times to have the company exchange the old with a new sofa, and after about 4 months we received the new sofa. EVERY single interaction with them was a nightmare. The quality of their furniture is beyond cheap and they had no desire or sense of urgency to help their customers with MULTIPLE issues. I tried to get a name at their corporate headquarters and they told me that they don't provide customers access to corporate. My hands were tied and I felt taken advantage of. We got [redacted] involved and they paused payments for a while but never let us know when they resumed so my credit was affected severely. I will however credit [redacted] with getting Bob's customer care dept. involved. We did try that but there was no response from them. We expressed our hopelessness and despair with the bank and after months of communicating, they offered to take back the furniture and give us a full refund. The couches were supposed to be picked up today and instead of calling before they arrived, they just showed up to our apartment. We both have jobs so I don't understand how this company expects people to operate on their schedule. Corporate then called me 3 times when they were supposed to contact my boyfriend. Clearly no one at their company documents anything and they must not believe in communication. We are beyond livid and I just am in disbelief that a company is allowed to operate this way. I have never experienced such awful customer service and action should be taken against them. They can't continue to ignore their customers and expect to stay in business.Desired Settlement: They should be penalized somehow. My credit was affected and I had to pay for a product that was damaged with no idea when a resolution would come about.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to the customer

for the disappointments they have experienced from us. I certainly don’t blame our

customer for being upset with us and assure our customer that we stand behind

the value of our merchandise and never intended to let them down. In reviewing

the customer’s account I find no open or pending concerns as our records

indicate we have processed a return of all associated funds to the customer’s

financing account. Bobs Discount Furniture does not directly report to any

credit bureau for any customer and regretfully we have no governing power over

the actions of [redacted].

We apologize to our customer again for any and all

mistakes that have caused them inconvenience and convey that our greatest defeat

is and will remain loosing their trust in our business.

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

Business

Response:

Good Morning Janeen,

I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

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

products infected by pests.

The sleeper sofa and the

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

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

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

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

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

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

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

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

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

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

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

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

merchandise from the original delivery address the infestation in the sofa

could even have occurred during the move.

While I understand what you have posted regarding the

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

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

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

above - Bob’s takes all precautionary

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

products infected by pests.

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

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest

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

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

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

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

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

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

dispute anything.

At this time if the customer is

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

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

We have created the necessary

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

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

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

associated with this transaction is: 61534877.

We apologize again for any errors

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

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

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

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

Business

Response:

Good Morning Revdex.com,

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

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

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

warranty with us directly however the customer is completely accurate in

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

(1).

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

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

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

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

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

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

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

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I went to Bob's Discount Furniture store bought one of there bedroom set the one that is called [redacted] BEDROOM SET on March 22,2014 (Only been 8 months with the set). I GOT the Headboard/Footboard queens size rails and the [redacted] CHEST AND included they so call "WARRANTY" [redacted] which they charge me a extra 129.99. The total cost of the bedroom set was almost $2,000 dollars. SO I HAD A INCIDENT WHICH MY NIECES CAME BY MY HOME AND SPELL THE Nail Polish Remover liquid over the Headboard some went to the rails and so ships of liquid into the Chest I call the WARRANTY customer service at###-###-#### for the "[redacted]" warranty service. Did my claim waited two weeks call them again and they stated that UNFORTUNATELY THE EXTEND OF THE DAMAGE IS MORE THAN JUST A " ONE SPILL OF LIQUID" AND I AM NOT COVER. BEEN A CUSTOMER FOR OVER 6 YEARS ALWAYS SPENT THAT EXTRA ($) FOR THE "[redacted]" and first time I have an incident of that nature and they are not willing to cover the damage after I spend almost $2,000 dollars on the Furniture which now is damage and I need to eat it. Now isn't that a sucker punch to my face. Never again will buy in Bob's Discount Furniture Store. Peoples be very aware of WHAT EXTEND ARE THEY WILLING TO COVER WHEN THEY COME WITH THESE NOT LIGIT WARRANTIES!!!Desired Settlement: Just to fix the strip wood that got damage because of the Nail Polish Remover. Thank you.

Business

Response:

Good Morning [redacted],

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

within the appropriate guidelines that the plan denounces. The [redacted] Plan

is not intended to cover multiple occurrences of damage as the detailed

contract and the sales flyer, we provide at the time of sale, indicates. I

believe [redacted] feels that this type of accident, causing damage to several items

of furniture could have been prevented therefore they are unwilling to assist

you further. As Bobs Discount Furniture is a separate company entirely we do

not have the authority to overturn their 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 to the [redacted] company.

Like many other protection plans, sold on automobiles,

electronics, and home appliances, there is a reasonable expectation that the

merchandise has been kept in overall good condition prior to the accidental

occurrence of damage being reported. As depicted in the photos your merchandise

is in great condition besides the damages you are reporting from ‘nail polish

remover’. Bobs Discount Furniture will honor the terms of the [redacted] contract

and offer you options for resolution in the same nature [redacted] would have if

your claim was accepted under the protection plan you purchased.

The plan grants you unlimited parts and service repair for

five years, in the event that the item cannot be repaired or parts will not fix

the damage, the plan will pay for a one time replacement of the affected

furniture. Should you choose the replacement option or if the replacement

option is necessary the one time replacement fulfills the agreement of your

protection plan and the plan is no longer active on the items that have been replaced.

I am not entirely certain we can service this damage back to

showroom quality but if you would like to visit this option first we can

attempt to repair the damage for you.

Should you wish to have the affected items replaced and use

up the [redacted] Protection you purchased on these items you may also select

this option and we can schedule to have these pieces even exchanged for you.

As you have opened a claim thru the Revdex.com

channel you may respond to me directly thru this channel indicating how you

would like to proceed or you can contact our Customer Care Offices at

###-###-#### to schedule the service or one time exchange on the affected

pieces.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

I Call Bobs Discount Furniture store Customer Care at ###-###-#### and they agree to replace a "one time replacement" one of the item which my choice was the Headboard. They instead stated that they will be replacing the Headboard and Footboard since it is a one piece unit.

The replacement will be taking place on Saturday: November 29,2014. There Delivery man will be doing the exchange and replacement of the items Listed above.

I want to truly thank you guys at " Revdex.com" for making it HAPPEN :)) your input and resolution to my agony. Also Kudos directly to Bobs Discount Furniture Liaison for there professionalism and changing my outlook positively for there caring for Their CUSTOMERS. THANK YOU.

ONCE AGAIN THANK YOU "Revdex.com" FOR MAKING IT HAPPEN!!!

SATISFIED CONSUMER!

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

Sincerely,

Review: I purchased a bonded leather(?) loveseat, sofa and [redacted] from Bob's Discount furniture Feb. 25, 2012. The middle cushion of the sofa is peeling and disintegrating. The middle cushion is between 2 power recliners, and isn't used as often as the other two so I don't have a explanation to why this is happening. Also, a portion of the cushion on part of the recliner is collapsing. Overall, the quality of this item is very poor. I purchased the fabric protection plan, but I was told that the type of damage that I'm experiencing is not covered. This is unacceptable.Desired Settlement: I would like the sofa replaced because it is obviously defective, and it should be replaced under the fabric protection plan.

Business

Response:

Good

Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

your merchandise. I assure you that Bobs Discount Furniture cares very much to

satisfy all our customers and we stand behind the quality of our products even

after the expiration of our one year guarantee period.

The merchandise you have is made of bonded leather, this would

have been displayed right in front of the set (and still currently is) while

you were making your selection in our showroom. 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 use expansion of the

molecules that join the bonded leather to the fabric backing becomes present

and the material starts to separate from itself. 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 two years and the direct Bobs warranty on your

merchandise expired over one year 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, there is generally no recourse for a business to offer

relating to an item’s normal wear and tear.

While

I personally believe that your concern is related to the bonded leather there

are also several different pieces of information associated with your service

call within our records. The technician who visited your home indicated that

the material on the merchandise was “torn” and not “peeling”. The technician further

advised us that you indicated thinking this occurred from the merchandise being

left in direct sunlight and he explained that this “tear” had to have occurred from

an accident in the environment causing this to happen to the bonded leather. Should

the “tear” be the result of an accident there are several scenarios that are

covered under your protection plan called ‘[redacted]’.

I have

searched through our data base several times and I am unable to locate pictures

from his stop at your home. At this time if you seek further assistance through

Bobs Discount Furniture directly we request that you send us pictures of the

damage through this Revdex.com channel you have initiated for mediation.

Please

send a minimum of two photos:

Review: I have attempted to submit 3 claims through [redacted] Protection Products which is a company that Bob's Furniture Discount has contracted for [redacted] Protection, and they have denied me multiple times. Please see below in reference to each detailed claim:

Claim #1 September 2014. My husband, [redacted], contact [redacted] to submit a claim because the leather of our couches are starting to peel. He got denied immediately because [redacted] does not cover accidental “scratches” and “scuff marks”.

Claim #2 October 2014. I, [redacted], contacted [redacted] to process a claim because I found a small hole on my couch that foam is beginning to come out of. I explained the situation and informed them that I think my dog might have caused the puncture with his nails. They again informed me that the claim was denied because it has to be an “accidental” claim, and unfortunately, because my dog punctured the coach there is nothing that can be done. Claim #[redacted].

Claim #3 January 5, 2015. I, [redacted], contact [redacted] to process a claim because my child accidentally got a hold of nail polish and smeared it on both couches, the sofa and the love seat. The claim again got denied because it’s in excess of 6” and it’s not considered accidental. I was on the phone for a total of 27 minutes and did not get a resolution.

January 5, 2015 at 03:10 pm, I contact Bob’s customer care hotline directly because at this point my couches are ruined and [redacted] will never replace my damaged couches. I began by speaking to [redacted] and I explained my situation and she told me that unfortunately the manufacturer warrantee has passed and there is nothing that can be done on their end. She was genuinely sincere and wished there could be something done for me. I told her I appreciated her honesty but would like to speak to a supervisor in hopes that there could be something done at that point. [redacted] transferred my call to [redacted], account management specialist. I explained to [redacted] the problem and my current situation but unfortunately again she rejected my plea and informed me that the damage on my couches is not considered accidental and it could have been avoided. I informed her I was extremely unhappy, and that my husband and I have bought a lot of furniture with Bob’s Discount Furniture and that I would need resolution, which I am not getting. I also informed her I am going to contact the Revdex.com because I paid for the “Five Year [redacted] Protection Plan” because it seemed like the correct thing to do, it seemed reasonable because like the companies saying says “accidents do happen”. I have read over the Plan’s description and nowhere on the document does it say the nail polish damage has to be 6” or less in order to potentially be covered.

January 6, 2015, at 10:42 am. I contact Bob’s Care Hotline again because I have not gotten any resolution and I am not a happy customer. I speak to a [redacted], which I inform of my situation and she informs me immediately that there is nothing that can be done because the company has ‘no recourse’. She informed me that the nail polish is not considered accidental. I then inform her that a 3 year old doesn’t do anything intentionally, they do not have the mental capacity to understand consequences at this time. I begin to tell her I purchased a $1299 mattress from Bob’s, and I immediately hear her speaking over me not allowing me to speak. I respond by telling her that I need her to listen to me and understand that I purchased a $1299 mattress from Bob’s and my dog unfortunately placed his bodily fluids on the mattress and I assumed responsibility for that because I was aware I took the risk and didn’t purchase the [redacted] Protection on the mattress, however this is a different situation now.

Now here I am contacting this email address I found online, along with hundreds of customer complaints about the company in hopes to receive a resolution. I am a loyal customer who made my home furniture purchases with Bob’s Furniture Discount and purchased the [redacted] Protection Plan on a majority of items in hopes that if I ever needed to place a claim I would be treated respectfully and my item would be replaced or repaired. Throughout the fine print of the protection plan there is nothing that says the damage had to be 6” or less, which results in the [redacted] being a scam since they are no covering my claim. I will continue to spread my disservice to the Revdex.com and post this exact review online if I do not get a satisfactory resolution. My ultimate goal is to have either replacement couches or repairs on them. Nothing more. [redacted] was purchased for $99.00, for accidents that may happen. It's a five year protection plan, and I am still within the five year period.Desired Settlement: To have both, my couch and love seat replaced.

Business

Response:

Good

Afternoon 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.

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 the terms and conditions

([redacted] provides) for your review. Please see the below section on the left

side of the page via page number three (3) of the terms and conditions page:

•

Repairs necessitated by intentional physical damage, acts of nature, fire,

burglary,

theft, vandalism, collision, spilled liquids (unless specifically stated),

corrosion,

animal and insect infestation (including pet damage of any kind other

than

pet bodily fluids that may be covered or specifically stated under the Plan),

misuse,

neglect, mishandling and abuse.

Again

as the additional coverage this customer elected to purchase at the time of

sale is not honored directly through Bobs Discount Furniture, our company has no

bearing on another company’s choice to approve or deny coverage under their own

guidelines. As we haven’t viewed photographic evidence of the damage it isn’t appropriate

for our company to speculate further as to why the [redacted] company considers

the claim for nail polish to be intentional, preventable or an act of neglect.

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

and applicable.

At

this time we ask that the customer provide photographic evidence via this Revdex.com

channel of the nail polish damage. Regretfully if this inspection indicates

stains that could be determined preventable under [redacted]’s terms and

conditions 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 two (2)

pictures (in color) for each item that is listed in the report to [redacted]. I

have listed the requirements below to ensure our request is specifically

notated:

-2 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 with a

measurement confirmation (ruler or tape measure present) if there is more than

1 mark on this item then more pictures may be necessary.

-2 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 with a

measurement confirmation (ruler or tape measure present) if there is more than

1 mark on this item then more pictures may be necessary.

(Minimum of 4 photos please)

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: [redacted]

I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.

Sincerely,

Business

Response:

Good Morning

Revdex.com,

Please thank

the customer for providing us with these photos.

As previously

indicated we understand that this consumer received the general sales flyer

that we provide at the time of purchase to all consumers alike. As a retailer

we are unable to force any customer to fully read through the guidelines that

they receive or educate themselves on the exclusions of this plan. The general

sales flyer fully directs that the plan is being offered by the [redacted]) company and that the full plan should be reviewed for a listing of

exclusions.

Regardless of our opinion on the

denial reason the fact remain that this protection plan is honored thru a third

party company and not Bobs Discount Furniture directly. We are willing to make

an offer to the customer as an extreme one time courtesy. We do stand behind

the reasoning [redacted] has selected to use in denying this claim as exclusions are

put in place by any business to keep resolutions fair for all customers alike.

The courtesy offer we are willing to

make should not be viewed as a dispute to the [redacted] claim and is our

effort to apply a caring offer outside of all guidelines that have been

correctly set forth. This offer will not to be negotiated further and should the

customer wish to accept this offer they may respond to this Revdex.com channel

directly as ‘satisfied’ and can expect their store credit to be active within

48 business (not to include Saturdays or Sundays) hours of their response and

valid for use within two full months of their response.

Resolution Offer:

We will provide a store credit (for

Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseat. This

60% will be based off the original cost of the sofa and loveseat as listed on

the original sales order. For the sofa the store credit = $253.83, the credit

for the loveseat = $225.57, making the total store credit = $479.40. In the

interest of fairness should the customer seek to have their new living room set

delivered to them they will be responsible to pay a delivery fee. Bobs Discount

Furniture has always maintained that a delivery service is a completely separate

service from the sale of the merchandise itself. Should the customer find these

terms acceptable we are willing to cover the cost of removing (and disposing)

the current sofa and loveseat that exists in the home on the same date the new living

room set is delivered to the customer.

Kindest 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.

However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then. Also, how will I be able to redeem the credit with Bob's Discount Furniture?

Sincerely,

Review: First did a online order for furniture but it was assigned to [redacted] store delay in delv no notice called customer care promised gift card that never came furniture delv on 3/10. On 3/19 got call from [redacted] from [redacted] saying GOOD NEWS! Since you ordered chairs before table and extra chairs we will charge you the lesser amount for the dining set. I said that's great [redacted] than said we can delv on Sat I said we have the furniture (don/t they pay attention to orders?) All of of sudden [redacted] got flustered and said oh never mind I said well I am still entitled to adjustment even in a gift card and he said he would pass that back to Mgr and hung up. I called Customer care (ha!) spoke to [redacted] who was not happy to be in his job and would not let me speak to a supervisor in fact kept putting me on hold finally came back and said I would have to fight it out with the store!! So I called the store asked for Mgr was told Mgr [redacted]wanted me to leave her a message and she would call me back guess what no call back.I now want an adjustment on my furniture even if it is a gift card I am completely flabbergasted about this matter.I find it unethical to offer a discount than rescind it they need to stop jerking customers aroundDesired Settlement: Gift card for the difference in separate pieces of dining set and dining set I did not initiate this call about a discount the store called me because one hand does not know or care what the other is doing. I am very surprised at the lack of customer concern at store level not even a call back from the manager.and customer care having me "fight it out with the store" is appalling Bobs needs have some serious training in customer care or call it something else

Business

Response:

Good Morning Revdex.com,

Our offices are in receipt of this claim as of Monday,

3.23.2015 and we are responding on the same day as receipt.

As of Friday, 3.20.2015 this claim has been directly settled

with the customer via continuous email conversations she and I held.

The customer accepted our offers for resolution which have

all been processed and explained in great detail to the customer as of last week.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: I ordered a sofa, they set a delivery date said they came with the deliveryand no one was home they went to the wrong address, rescheduled for the following week same thing the right address but they were at a different addressDesired Settlement: I cannot believe that they refused to go to the correct address twice and wanted to reschedule for a third time. I want a full refund I had to miss 2 days of work with no pay.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for any and all

inconveniences we have caused to our customer during their delivery experience

with us.

Our records currently show that this sofa was successfully

delivered to this customer on 3.27.2015 to [redacted]

Should the customer not have possession of the merchandise then

per the policies signed at the time of sale the purchase would be eligible for

a cancelation and refund. As our records depict that the customer actually has

the merchandise, and has had the merchandise since before even filing this Revdex.com

claim, the merchandise would no longer be authorized for a refund.

Should the customer not have possession of the sofa at this

time please ask that they respond with this information so we can begin

researching this dispute with the appropriate departments.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: To Whom it May Concern, I'm writing to complain about a set of Bob-o-Pedic twin mattresses I purchased for my sons on March 10, 2012. The mattress sets I purchased were $399.00 a pair plus tax for total of $901.82. The reason for my complaint is that I recently unzipped the mattress covers to put them into the wash, when I discovered horrifying black mold in both mattresses where the rubber backing meets the cloth material inside. Not one but both sets were severely infested with mold. They both had been in bed covers I had at home from their previous twin mattress sets. When I called Bob's to complain they told me the warranty was no good that this was an environmental issue not a manufacturing one. First of all I have central air and my house is temperature controlled. Secondly, none of my other furniture has sprouted black mold and lastly, this seem to be a common occurrence with these mattress according to the hundreds of complaints on-line. I truly cannot believe they are still manufacturing these illness traps. I laid on the mattress myself and had developed a rash on my face before finding out what was in them. Worst of all is that my autistic twins were laying on them for this long and were unable to complain about the problem. How could they; the mold was all well hidden inside. I have other foam bedding in my house with NO MOLD at all. This has to be a manufacturing issue, as people complaining on-line have reported seeing mold; as early as, 2 weeks after purchase. I have been a long time Bob's furniture patron but they need to do right by their customers. This is a health hazard and it is unacceptable for Bob's to just turn their backs on their consumers and blame them for this problem.Desired Settlement: I would like Bob's Discount Furniture to refund the purchase price of these mattresses. I bought the mattresses in good faith, feeling secure that if anything happened with them we would be protected with the 20 year warranty. Instead I'm basically being told, it's my fault and for my family and I to continue ingesting black mold. My sons are currently sleeping on inflatable mattresses. This is just not right. Thanks you for your time and attention.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the frustration and the alarm

this mold issue has caused to our customer. There is a vast amount of public

knowledge available that discloses the fact that with any foam mattress a

concern of mold is related directly to the product’s environment.

Mold is a fungus found in areas

that are mostly dark and moist with very little sunlight and little to no air ventilation.

Fibers and foams like those found in mattresses can be common places that

support mold growth. If our customer is wondering how,

why there is moisture within or under this mattress the simple answer is that

the came from the sleeping person’s body.

Everyone sweats in their sleep,

some, more than others. Having been a salesperson for Bobs before, I have spoken

to several customers who say they can sweat up to a pint or more during the

course of an evening. When given this information from my customer I would

usually lead them to either a more traditional innerspring mattress or a latex

mattress. Through out the course of a night the body temperature

rises and the human body perspires in order to cool it back down. During this

process the body gets rid of a great deal of water. Ultimately if moisture gets

beyond the bed sheets and/or the bed protector the mattress acts like a sponge

and absorbs the moisture. Please note: this customer’s original sales order

shows no purchase of a waterproof bed protector from Bobs Discount Furniture.

This issue is also not directly related to our brand of memory

foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume

that their customer has done the appropriate research to satisfy their own

needs for information prior to purchasing any product. A retailer cannot be

responsible to advise every consumer how the specific merchandise they have chosen

to purchase will react within their specific home environment because the sales

person is not actually going into that specific environment and inspecting it

while selling a product.

These products are not defective and our business has not

failed our customer, we are unable to take on full ownership or responsibility for

a concern of this nature. As a one time extreme courtesy we have uploaded a

Bobs Discount Furniture Store Credit (for the price originally paid on this

product –Bedding only-) to this customer’s

account. We are unable to take the moldy mattresses from the home however the

customer can use this Bobs Discount Furniture Store Credit towards the purchase

of new bedding. We highly recommended that this consumer does not select

another memory foam mattress as the original has not reacted well in this

environment. Should the customer decide to maintain memory foam mattresses in

their home and this same concern arises we will be unable to offer any recourse

as this is not the result of a defect in the product itself.

The customer can access their store credit of $798.00,

under this credit number: [redacted], within any of our Bobs Discount Furniture

Showroom locations.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,