Bob's 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 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: 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 ordered furniture from Bobs. I was not informed that I would not be getting all of my furniture when I paid for it. I was informed after I came in to set up delivery. The delivery date has changed three times from November to now January of 2016. I have asked for my money to be refunded and I keep getting calls saying they will handle it. They would find out the problem and get back to me or give me my money back. I did receive the majority of my furniture at this point all except a long dresser that they delivered the mirror for it but not the dresser. They are still saying that the dresser will be coming in January. I just want my money back and I told them to come get the mirror cause I cant use it since I don't have the dresser. The last person I spoke with is Aaron from the [redacted] store. This has been ridiculous it took three tries to get a chair and the last time they just set up delivery and didn't tell me they were coming and I had to change the date because I would have been at work when they came. I just want my money back for the dresser and for them to come get there mirror. I'm done with this store and I will not refer anyone to use a place that will take your money and cant delivery products that they sale. This was a new store and I have a friend who bought furniture from a Bobs in north jersey and he had no problems that is why I tried them out.Desired Settlement: Please see if you can get them to refund my money and come get their mirror I don't want to be charged for a mirror I cant use.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer and

assure them that we take full ownership for the failures that have occurred to

cause them so much frustration.

As we are willing to review this customer’s concern and

desired settlement at an escalated level I have personally made an effort to

contact this customer directly on the phone number provided to the Revdex.com.

I was only able to leave a voicemail this morning

(11.24.2015) and have provided the customer with my direct phone number for

further follow up on this concern (###-###-####).

I am looking forward to speaking with our customer directly

at their earliest convenience.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I was able to speak with Stephanie. I very nice person who listened to my concern and was able to provide with me a resolution to my issue. Thank you so much for your help!

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: Hello,I am writing to inform about an Complaint regarding my CouchThere has been a tear that happened due to moving of furniture within the living room while cleaningThis tear is in the Center Cushion from inside material which gets attached to the back panelBob's Technician came and looked at it and said its hard to stitch the same as its from Inside Material and its NylonAs Bob sold me the Insurance which is from "[redacted] Products" which was sold when buying the Furniture, the Technician told me to contact the Insurance as they would cover this due to two reasons.1) Accendital Damage while moving the Furniture from one location to another2) Inside Material which gets attached to the Bean and the Stiches came off.I contacted "[redacted]" and they simply denied the claim stating that those Rips and Tears would not be covered as part of the InsuranceThe Inside Material is not covered as part of Warranty.Bob did not provide me the details while selling the InsuranceThey provided a sheet which covers all the Accidental damages to any furniture we buy from them where a Goof Proof is purchased which occurs with Rips, Tears, Cuts etcThis was a typical problem with the one I faced in these years of purchase and the Technician who came to look into it today and clearly stated that the Goof Proof Insurance sold by Bob's Furniture should cover this.Both [redacted] Products and Bob's were not willing to cover this damageThey washed their hands-off without providing or repairing the damage.They are trying to cheat Customers by selling or guidance on the Insurance Purchase and when the incident happens, both the parties blame on each other and do not cover anything.They said that I have to get it stitched from an outside provider and bearing the expenses.This is a clear Tear from the Inside Material (Back Middle Cushion) which gets attached to the Back Panel (Nylon Cloth) from InsideIt needs to be stiched or replacedNone of the parties are ready to handle it and deniedDesired Settlement: As Bob's Furniture sold me the Insurance (Goof Proof) when buying the Furniture and did not provide the Terms and Conditions, if the Insurance ([redacted]) is not ready to fix the issue, Bob's should either Repair or Replace the same.This damage did not happen purposefullyThis was an accident and the Tear or stiches coming off from Inside Material is not something I did itIf it has come out either the Insurance Company should fix it as Bob's sold it to us or Bob's should fix it or Replace
Business
Response:
Good
Morning [redacted],
I
am so sorry for the run around it seems like you have been receiving from Bobs
and [redacted]I do understand how frustrating this is and assure you that Bobs
Discount Furniture considers all our customer’s concerns a high priority
Our
records indicate that there is some confusion pertaining to the actual location
of the rip on your sofaThe Goof Proof Protection plan you purchased does
cover most accidental rips, it seems that they have denied your claim because
you reported it as a ‘seam separation’ rather than a ripSeam separations are
not covered under the accidental protection plan and are usually an occurrence
that Bobs Discount Furniture can take care ofYour account becomes a little
confusing at this point because our technician’s report states that the damage
is not near a seam and cannot be repairedI promise you Bobs Discount
Furniture would like nothing more than to be able to assist you further with
this concernAt this time I will ask that you please respond to me with
current photos of your sofaI can review these pictures with my Service
Technician Manager and we can discuss, if any, what options for resolution may
be available to you
If
you’d like you can respond to me through this channel or you may email me the
photos directly at [redacted]
Please send a minimum of two (3) photos to meOne (1) photo of
your entire sofa from the front, (1) photo of your entire sofa from a side view
and one (1) photo of the sofa’s damage up close
I sincerely want to help you [redacted] and
await your response
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Business

Response:

Good

Afternoon [redacted],

I

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

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

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

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

Our

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

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

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

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

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

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

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

considered a preventable occurrence under the Goof Proof Protection Plan

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

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

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

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

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

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

I

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

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

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

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

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

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

Please

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

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

I

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

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

Business

Response:

Good Evening,

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

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Afternoon Revdex.com,

We are sincerely sorry for any confusion and inconvenience

caused during the sale/delivery process

for this furniture purchase.

[redacted] returned sectional with [redacted] & taxes

comes to a total of $15.19.72

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

original delivery fee ($32.53).

Per my calculations the merchandise [redacted] did have delivered

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

delivery fee tiers.

[redacted] original sales order indicates that he was charged

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

= $76.05) from his original delivery charge.

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

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

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

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

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

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

the office).

For his records the credit number associated with the

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

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

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

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

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

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

route instead.

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

Keeping in line with our standard practices we made the

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

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

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

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

improperly from our Customer Care Department and will certainly address the

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

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

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

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

their claim prior to Bobs Discount Furniture asserting ourselves into a

situation where it is most likely unnecessary.

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

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

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

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

expect. I have also provided the most

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

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

third party company.

For [redacted] records the claim number associated with the

property damage is: [redacted].

Kind Regards,

Bobs Discount Furniture

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

Business

Response:

Good Afternoon Revdex.com,

We sincerely apologize for the inconvenience this

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

the frustration of having to continually switch addresses and I apologize

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

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

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

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

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

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

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

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

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

Our

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

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

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

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

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

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

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

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

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

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

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

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

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

her further with the service appointment.

We

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

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

always offering the best care possible.

Kind

Regards,

Bobs

Discount Furniture

Review: I bought a complete bedroom set.At this time I also purchased an extended service plan. The first time I called bobs for an issue they sent a person to repair but the fix was wood screws instead of replace as the plan suggested Mfg defect. Since then I have had issues that I overlooked for the fact who wants to go through the hassle but my bed frame split down the middle.I have called bobs once again and the reply was mfg defect I said ok I have the extend service plan and was told that was not covered only accidental breakage was. Now I am left with no bed to go with my set and a plan I can not use . I have called [redacted] but they never answer I ve waited for hours. The store did offer to split the difference but I will again have to pay out for something I have already payed for and unable to match in likeness. please help.Desired Settlement: I would like replacement of my bed at no cost per agreement not the whole bed just the broken piece or return and give me full refund for a mix matched set which was not how I bought it.

Business

Response:

Good Afternoon Revdex.com,

I am very

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

frustration and apologize further that he has experienced issues while trying

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

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

[redacted] with a direct example of this care.

Our records

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

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

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

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

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

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

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

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

[redacted] in this scenario.

The coverage

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

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

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

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

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

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

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

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

and the needs of our business overall.

As an

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

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

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

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

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

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

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

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

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

exceptions to assist our customer.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

Business

Response:

Good Afternoon,

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

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered a bedroom set for my son. The order was delivered on August 8th, however, the headboard was missing that was needed to put my son's bed together. Because of this, my son who is special needs, has been sleeping on a mattress on the floor for a week. The missing pieces were scheduled to be delivered on August 15th. We received a phone call to schedule the delivery and a confirmation call with a window of 4 hours for the delivery. When the items were not delivered, I checked on the My Bob's website, which indicated that the items had been delivered. I then called the hotline requesting clarification and asking what happened to the delivery. I was told by the customer service representative that the items had NOT been scheduled for delivery - that it was a "soft schedule." I was then placed on hold for 40 minutes, was disconnected, and told that the only solution was to yet again reschedule the delivery for August 19th at 6:30 am. I called the local store in [redacted], hoping to get a resolution. The salesperson confirmed that the items had been scheduled for delivery and that it WAS an error on the company's part.

I called a second time to speak to the office manager hoping to receive a guarantee that the items would be in fact delivered on August 19th. The office manager showed NO INTEREST in resolving the problem or in acknowledging that the store had mishandled the delivery. The corporate office and local store representatives showed NO CONCERN FOR THE CUSTOMER. I would never purchase from this company again. They DO NOT CARE ABOUT THEIR CUSTOMERS.Desired Settlement: I would like a refund for all delivery fees and the goofproof plus associated with this purchase and immediate delivery of the missing items.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience this delivery

experience caused our customer and her son. 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.

Should the customer wish to cancel the protection plan

purchased and receive a refund on the monies put forth for this that is certainly

possible however we obviously advise against it since this plan will cover the

merchandise for a period of five full years against any manufacturing defects. We

understand the customer’s frustration and strongly suggest she reconsider this

demand as any business is unable to offer this type of protection at no cost to

their customer. We also partner with Guardian (another A+ company with Revdex.com) to

offer this protection (they manage the one time accidental coverage on plan) so

there is a cost associated to Guardian as well in order for the plan to remain

active.

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.

Normally we offer any type of additional apology in the form of a Bobs Discount

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

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

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

to be one of the largest furniture retailers in the U.S. We also wish to

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

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

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

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

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

our free gift of apology.

As we are a company with a core value of fairness we are unable to offer

apology amounts off of any individual’s time or factory fresh merchandise that

stands in good condition in the home. 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.

I have listed three (3) options below for the customer to choose from for

compensation. Please have the customer select (1) one option and respond back

to us via this Revdex.com channel:

Option #1:

We will process a Bobs Discount Furniture Gift Card in the full amount of the

delivery fee paid ($129.99).

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the amount of the

delivery fee paid and refund the remaining ½ to the customer’s original method

of payment.

-Or-

Option #3:

We will process a refund to the customer’s original method of payment in the

full amount of the delivery fee paid ($129.99).

We look forward to hearing back from our customer and we apologize again for the

concerns our failures caused to her family.

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.

I accept Option 3 - a refund of the $129.99 delivery fee.

Sincerely,

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

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

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

MATTRESS DEFECTS

Springs grind and echo

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

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

Feel like forgot to stuff mattress with something

Feels like there is no cover/coating for springs

No shocks or suspension.

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

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

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

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

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

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

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

Business

Response:

Good Afternoon Revdex.com,

I have

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

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

some options for resolution we have available for this concern.

We are very

sorry for the disappointment our customer is experiencing with this mattress

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

this far.

Kind

Regards,

Bobs Discount

Furniture

Review: 3 years ago I purchased a queen size bob-o-pedic. It has since lost its structure, form and support. I had a bob representative come by to look at the mattress since I have a 20 year warranty. I had to wait for a response which I got today.According to the tech my mattress is fine. Fine? My mattress is a disgrace!It sags down to one side when you lay in it. The sheets don't stay on anymore because of how bad it compresses when you sleep in it so I make my bed every day, if I don't fall out first.I bought this because Bob claims how wonderful they are and how good the mattresses are but now I am stuck with a rather new mattress that is only giving me back pain. I see I am not alone with warranty issues with Bob!Desired Settlement: I just want a mattress I can actually sleep on. A new mattress as the warranty states. I don't think I should rely on some technician to determine if my mattress is good or bad unless he was to sleep in it. After the technician just walked into our home, not too clean, I would not want him to go anywhere near my mattress.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to our customer for the aggravation

that our customer is experiencing while trying to resolve this concern. I do

understand the level of stress a mattress can cause if you are not fully

comfortable on your sleeping surface and we do wish to resolve all of our

customers concerns when we have the ability to.

Our records reflect that when we inspected this mattress on

4.26.2014 we located a stain that is approximately 12 inches in length on this

mattress. Staining voids any mattress warranty and regretfully this is not a

Bobs Discount Furniture policy, rather an industry standard that is upheld by

our bedding manufacturers. Regardless of the stain, our technician also noted

that the mattress has a body impression present. A body impression should be

present on a memory foam based mattress after several years of constant sleep

in the same position on the same mattress and a body impression is not

considered a defect in workmanship. We are unable to offer our customer

recourse in this scenario due to the fact that there is no defect present and

there is no warranty remaining on the mattress due to staining.

I apologize again that our customer is so disappointed and

we will undoubtedly directly address the complaints about our technician’s appearance

and the lack of follow up our customer received after their service

appointment. Should our customer still completely disagree with our technician’s

report of staining and body impression, please request that they send us photos

of their mattress and in an effort to offer our customer the most care we will

review these photos with our Service Management Team and respond with our

findings.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased Bob's Goof Proof Warranty. Bob's came to my house looked at my couch and told me they couldn't repair it and it would be covered under the "goof proof" warranty I would just need to call up and set up another appointment with the goof proof department. So I call to set up the appointment they ask me if it is a rip or seam separation I tell them I was told it was a rip. The lady on the phone tells me they don't cover rips. The tech that came to my house told me it was definitely covered.

Product_Or_Service: bobs goof proof warranty

Desired Settlement: I would like Bob's to make good on the warranty and fix the rips in my couch or replace the couch like promised.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the misunderstanding as it relates to the goof proof plan.

The service report provided by our Technician on, 6/8/13 describes, "sofa lsf front corner has about four holes and a tear about half inch and back cushion has tear", based upon his observation the damage did not appear to be the result a defect and you were referred to goof proof. The goof proof claim was denied because your wife indicated that the rip occurred when you sat down; using the sofa for it's intended purpose (sitting down) is not considered accidental damage and therefore your claim was denied. The one year manufacturer warranty associated with your purchase expired 1/29/12, if you prefer you may submit pictures of the reported damage as well as a picture showcasing the overall condition of the merchandise; I will view then with our service manager and determine what recourse, if any we will be able to offer. Pictures can be submitted to, [redacted].com.

Consumer Response /* (3000, 7, 2013/06/24) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I emailed the Pictures of the couch to [redacted] and I am now waiting for a response.

Business Response /* (4000, 9, 2013/06/25) */

Thank you for providing the pictures. Based on the location and size of the rip as well as the large portion of fabric missing, it is evident that the damage is not the result is defect and unfortunately we unable to repair or replace this item.

Consumer Response /* (4200, 12, 2013/06/27) */

As per my goof proof protection plan paper work, on fabric couches I am covered for rips, tears, burns, & punctures. There is no missing fabric it is just a big tear/rip not from normal wear and tear between the cushions. I feel as though I was scammed with the goof proof warranty because when your technician came out he told me its a struggle and a fight to get Bobs to approve anything goof proof related. If you and the Revdex.com would like I can supply pictures of what my goof proof plan covers and I would like a resonable explanation of how my couch isn't covered.

Business Response /* (4000, 14, 2013/06/28) */

Goof proof is a separate company from Bob's Discount Furniture. Rips and tears are covered under the plan however, the rip/tear must be the direct result of an accidental occurrence; Sitting on the sofa as your wife explained is not considered accidental damage.

Bob's Discount Furniture does not have the ability to overturn a denied claim.

Review: I purchased a leather sofa from Bob's Discount Furniture in Sept 2014 (Phoenix Love Seat MEM-10137-Y-CS-2S2VA). The couch was to be delivered in October 2014. Upon delivery, we noticed that the sofa did not look or feel the same as it did at the store. We checked for tags but could not find anything stating if it was indeed leather. We went to the store to voice our concerns (October 2014, December 2014) and were told that the sofa is leather. The sofa in their showroom at that time was identical to mine, under the name "Grand Prix" and instead of leather, it was leather look fabric. I then determined that the sofa I was sent was the Grand Prix with fake leather. I have pictures of the original sofa in the store from Sept 2014, photos of the display board showing that the sofa is leather, etc. When I called Bob's about it over the last few months (April-June 2015) they would not address the problem, called me a liar, told me I didn't know what I was talking about, etc. until I finally spoke with someone that admitted that what they had done was illegal. Now I still have the fake leather sofa and Bob's has zero consequences for their illegal actions.Desired Settlement: I would like full compensation for the sofa (due to their illegal actions, time wasted and calling me a liar for almost a year) and I would like to see Bob's furniture held responsible for this with fines, etc.

Business

Response:

Good Morning Revdex.com,Please thank our customer for sending thru the requested evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customer. Through research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notified. While this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on 5.29.2015 and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customer. We acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s review. The customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted]As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern further. We do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seeking. We will expect to remove the current merchandise on the same date we deliver the new selection. We will also apply an additional $100.00 store credit to this option as a further form of our apology (the $100.00 Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VA. I have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/2014.

Review: I purchased a bedroom 3 piece bedroom set, a love seat, chair and ottoman. The furniture was in my house not even a week. I was rearranging the way I sit in the chair with my elbow and the arm started to crackle. The other arm crackled also. I called the customer service # and complained that I had this problem and I had to argue with the CSR. They finally came to pick up the chair. Then about a week later I called the customer service # again to complain about the Bob O'Pedic mattress. Now I was told that I have 30 days. My fault that I did not call them back. The mattress now is sagging in the middle and is wreaking havoc on my back. Lastly, the love seat is collapsing in the middle and the arms crackle as well. I have sold the love seat and ottoman and have gone to your ever prestigious [redacted] to purchase a new reclining love seat and a new mattress. I spent close to $3k on the crappiest furniture ever. I will do my best to not only go to the store and tell customers not to purchase your junk but to also hit the social media campaign. I have the love seat listed on [redacted] and [redacted].Desired Settlement: This honestly deserves a refund.

Business

Response:

Good Morning [redacted],

I’m sorry to learn of your disappointment with the products you

purchased from us. I assure you we want to resolve any concern our customer may

have in the most fair and adequate manner.

Your account indicates that as of 9.03.2015 you spoke with another

Corporate Liaison (Jennifer) who set up a service call for your mattress. Your

mattress has a warranty associated with it and if you look at your sales

receipt you’ll find (under Service Policy) that if there is a defect in your

mattress, as deemed by our technician, we will have avenues available for

further resolution. Please call us to set up this service appointment as we

care very much about our customers getting a good nights sleep on the bedding

they select.

In regards to the living room furniture, we worked above and beyond

the refund policy you signed at time of purchase and took back your chair for a

refund without requiring any inspection. This was an extreme effort put forth

by our business to address your concerns as an individual and work beyond

policy. Had you made us aware of your product concerns with the sofa and

ottoman we absolutely would have acted under our Service Policy and addressed

your concerns. As you have now sold these items at your own discretion our

business can no longer be held responsible for their condition or any offer for

recourse. In essence you are asking a retailer to give you money for an item

they have no way of inspecting to confirm your allegation, an item you have

made money off of in a private sale, and an item you have no way of physically

returning to the retailer.

I’m so sorry and Bobs Discount Furniture truly wishes to help

every customer with any concern however due to the facts associated with this

request we have no further recourse to offer you related to the past purchase

on the living room furniture.

We look forward to scheduling your mattress inspection and helping

you move forward into a better nights sleep.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: A MATTRESS IS SOMETHING THAT CAN'T BE FIXED!! In the attached picture, I drew a circle around the area that has collapsed. I went to your store in [redacted] and showed the attached picture to a sales person and explained to them that the mattress has sagged in the middle and is there anything that can be done. He said, no there isn't. I asked can a service technician fix this and I was told that it is impossible as the entire mattress would have to be taken apart. That it would be better to just purchase a new mattress. In my opinion, this company purchases very poor quality merchandise. The amount of complaints that are on the internet about you company is appalling. I don't even care about the sofa anymore as it went to a battered woman that needed to escape her husband. I asked to be reimbursed for the mattress. As I said, I will continuously campaign against your store. You should be ashamed of yourselves that you can't reimburse me the cost of the mattress or even half the amount.

Sincerely,

Business

Response:

Good Evening [redacted],

We are aware that a mattress cannot be fixed however as previously

indicated to you the warranty associated with your mattress requires that a

service technician (trained by the manufacturer) submits a report (there is

actually a process of determining a defect in a mattress and it involves more

than looking at a picture of it) from a service call completed in the environment

the mattress resides in. If the mattress is determined to have a defect your

warranty offers you full coverage based off the price you paid for the mattress.

It would really be a shame to grant you some coverage when you could be eligible

for full coverage within the warranty guidelines.

Again, we are willing and able to help you with the mattress

concern and just need to schedule the technician to your residence for a

service call. The manufacturer requires a report from our technician and this

was completely disclosed to you at the time of purchase via the policy conveyed

on our sales receipt (please note that this policy is normally signed as agreed

to by the purchaser during the sale).

Your rejection of our intent to help you get full coverage saddens

me as we are only trying to get you the most coverage possible- that in itself

is the definition of good customer care.

We are genuinely very sorry when our customers experience failures

that result in any amount of unintended inconvenience and we stand by the quality

of our merchandise and the integrity of our entire organization. Please don’t

ignore the fact that the internet contains a small percentage of complaints

which stay on forever. We take great pride in the reality that on a daily basis

we maintain a vastly larger pool of customers who are completely satisfied with

their merchandise and their experiences with us overall. Our customers, our

ability to recognize our failures and take ownership to make them right have

allowed us to become the 15th largest furniture chain in the

U.S.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: YOUR COMPANY IS BEING DIFFICULT. SURE SEND THE SERVICE TECH OVER TO MY HOUSE BECAUSE THEY WILL FIND A BRAND NEW MATTRESS FROM [redacted] ...A COMPANY THAT PRIDES THEMSELVES IN TREATING THEIR CUSTOMERS WELL. UNLIKE BOB'S OR BETTER YET, SINCE [redacted] TOOK THE MATTRESS AWAY THEY CAN GO TO THE TRASH DUMP AND EXAMINE IT. I WANT MY $$$$ BACK AND I DO NOT WANT TO HAVE TO GET A LAWYER INVOLVED AND GO TO SMALL CLAIMS COURT OVER THIS. THIS ISN'T FAIR!!!!!!!!!!!!!!

Sincerely,

Review: I placed an order for a special order couch. I was told 12 to 16 weeks for delivery. This was ok and I placed the order. It has now been 16 weeks and I didn't hear anything from them. I called and was told there is a delay and it would not be coming in until June. They say you can't cancel a special order but if they haven't made my furniture and I don't have it why can't I cancel it. Why do they get an indefinite legth of time to deliver furniture. No one calls to update you on the delay and when you call they just say well its not here yet.

Product_Or_Service: couch and love seat

Desired Settlement: If they are not going to deliver furniture in the specified amount of time (12 to 16 weeks) you should be able to cancel all orders. If they told me 5 or 6 months to delivery I never would have placed the order.

Business

Response:

Business Response /* (1000, 5, 2013/05/02) */

Good Morning Ms. [redacted],

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

The current expected date of arrival for your 4 piece sectional is 6/8/13. If you prefer you may cancel the order for a full refund.

If you choose to wait out the back order date we will issue you a $100 gift card for the delay as a token of our appreciation for your patience and business.

Review: On February 16, 2015 I purchased a mattress for 978.78 I was told that someone will contact me the next day with time and delivery. They call me on 2/17 telling me I'm schedule for delivery on 2/18 between the hours of 12:00pm to 4:00pm I took the day off 5:10 came no delivery so I called they told me the truck was running late he will be there by 5:45 6:00 came no call no delivery I called again they said the truck got stuck they will call me the next day 12/18 for a delivery time for that day no call I called Bobs furniture store and spoke to[redacted] and told her what was going on and that I want to cancel my order she offered me deliver my charges compensation and that she will try and get a delivery for the 19th again no delivery I called and ask for a refund and a manager [redacted] was the manager so I left a message because she wasn't available I got no phone call back I called again and left a message with [redacted] she said she will credit my card Saturday came a truck comes with the mattress at 6:15 pm I sent it back still no manager contact me I called again and again now in tired its February 24 and still no money back and no phone call from a manager at this store. I would not recommend this store to anyone!Desired Settlement: Money back

Business

Response:

Good Afternoon [redacted],

I don't blame you for being very upset with us and on behalf of Bobs Discount

Furniture I extend my sincerest apologies. I know and acknowledge how

unpleasant this entire ordeal has been for you and while I know this is your

Bobs experience I assure you that we would not be continuing to grow if all our

customers were met with so much disappointment during such an important

purchase.

Your comments regarding the service you received by our team are very important

and concerning to us. You deserve only the best service, especially when you

visit Bobs and I apologize again that we let you down.

Our records indicate that your refund was fully released from our

internal systems in between the night of 2.21.2015 and the morning of

2.22.2015. I can certainly understand the immediate need to have your funds

back on such a large purchase like this and I feel terrible about any delay

that may have occurred in between our release and your bank’s (or the bank the

credit is thru) reallocation of these funds. Normally we provide customers with

a 2-5 day estimated complete processing estimate because of the fact that even

after we release these funds there is another party involved in getting these

funds back to you. At this time I would expect that the funds have been completely

reallocated to your method of payment, if this is not the case, please feel

welcome to respond back to us via this Revdex.com channel and we will preform more

extensive research with our Accounting Department.

I apologize again for the inconvenience our failures caused you

and genuinely hope that you will provide us with another opportunity to earn

your trust back in our business in the future.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison