Bob's Discount Furniture

Review: We contacted Bobs Goof Proof office and they sent a service tech out to our house. When the technician came out he took a look at the sectional couch we purchased and before he went any further stated to me directly that the couch is not sold any longer as they have had so many issues with this couch it is not worth fixing. He did not spend anytime investigating as to what may be wrong as he was so confident it was in the way it was built it needed to be replaced. He stated that as long as we indeed have Goof Proof warranty he would be asking for the couch to be replaced. I had no reason not to believe him as on the same day he took the time to fix another sectional we purchased by sewing a few large pillow cushions together and taking the inside of other pillows stuffing out to move around a fluff it all up. He was cordial and polite and spent a fairly good amount of time with me discussing each piece of furniture. When leaving he stated I should be receiving a call from the office shortly regarding a replacement couch. After about two weeks not hearing from Bobs I contacted them directly. The first two reps I got on the phone before I get much out they hung up on me. The third lady I spoke with after I told her why I was calling got nervous and just stated she was transferring my call. The fourth lady I spoke with stated that the couch was not going to be replaced as she stated the service man that came out to our house took multiple pictures of the couch and that they noticed we had a cat and a dog. When I asked her what this had to do with the couch she stated that they noticed cat scratches on the leather material. When I stated to her it had nothing to do with these marks the reason we had him come out to service the couch was for a broken recliner she just again stated that it was not covered. I again asked why the service man did not fix the broken recliner and left stating it was going to replaced she had nothing to share with me. I asked her to speak with a supervisor and she stated that was not an option. I asked her what steps I need to take in appealing the decision she stated they had no appeal process. I asked her if they would resend the technician who failed to fix the issues the first time back out as obviously he failed to do his job she stated "no"…. So I now still have a sectional recliner that is lopsided and broken and some how this has to do with an 8 punt cat and a puppy who weighs 40 pounds. Also let me point out that the broken part is on the upper part of the recliners side in which no pet set nor can set and would be no where near. I have many issues with the lack of warranty coverage on a product I paid to have 5 years of coverage for and have a big concern that I was told to my face by a service technician they sent to my house I would be receiving a replacement couch as it was a faulty product to begin with and now I am being told it was an outright lie! By the way I ended our conversation stating the customer service rep on the phone if I did not her back from a supervisor within 48 hours regarding this concern that I would be taking other action. It has now been 4 days and not one person has contacted me from Bobs. I am also surprised by the fact that the Revdex.com has this company rated as an A when 1K of the 1354 complaints filed with you all has all been related to this "Goof Proof" coverage that they are not standing behind!!!!Desired Settlement: When we originally called the company we just wanted our furniture repaired and serviced. This was done efficiently with another couch on the same day and at this point BOBS either needs to send a replacement of this couch or get someone here to fix it…. We would have been happy with just replacing that one side of the sectional which again has nothing to due with cat scratches….. But to ignore it all together is WRONG!!!!!!

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to our customer for the

frustration this concern is causing. We have begun addressing the allegation

that our technician made agreements to have this merchandise replaced however

this is not a common practice of our technicians to do and based on the

documentation our technician provided for this concern it is nearly

unimaginable that such and an occurrence would have taken place. We further

apologize for the lack of follow up this concern received; even when a situation

results in no recourse it is important that our customer has the opportunity to

express their frustrations to us.

Please see the attached document (it contains 8 pages) of

photographs from the service visit on 9.25.2015. Our Account Management

Specialist reviewed this report and these photos with our customer on 10.7.2015

and conveyed the regrettable result that this type of animal damage (most

viewable in the photos that reflect the wiring) is not covered under the

protection plan or the manufacturing warranty of the set. The fact that the

recliner is not working cannot be contributed to a defect in workmanship and we

stand behind the integrity of our technician’s report and the evidence presented

in the attached photographs.

Bob's Discount Furniture prides itself on standing behind

the merchandise we sell, in the event of a defect -however, to remain fair to

all of our customers there are some scenarios where recourse is not an option.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted], and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claim. When indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board). Why would I make this stuff up! I do not appreciate the implication of my integrity.... Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken.

Review: I ordered a bedroom set from Bob's Discount Furniture on February 17th. After we had already placed the order, we were told the the entire set wouldn't be delivered at once. The bed and nightstand were delivered on March 2nd and I had to schedule the two dressers separeately; one for the weekend of March 16th and the weekend of March 23rd. I was already frustrated at this point because it was going to be over a month before I received the full set. On March 15th, I get a call from our sales person that the piece that was supposed to be delivered on the 16th was no longer coming. They wanted to schedule it to be delivered for the end of March/beginning of April. I told them I was going to be out of town and would have to get back to them. So I called a day or two later and the person I spoke to told me they could bring the rest of my bedroom set on March 23rd. I also received confirmation in the mail that the rest of the set would be delivered this day. On March 23rd, the delivery folks showed up, but only had part of my order. I was furious, so I called the store to ask where the rest of my order was. When I called, they didn't seem shocked that the one dresser wasn't delivered, because it was apparently out of stock and wouldn't be in until the middle/end of April. No one seems to think that this is a problem at the store. They just keep saying, sorry for the inconvenience. So I won't receive my entire purchase until 2 plus months after I placed the order. I just bought a house, and had no previous bedroom furniture, so this has been the biggest inconvenience. I will never buy from this store again, even if they do have a better price. I will pay the extra money just to get better service and my order within a reasonable time frame. I even wrote a response on the mybobs.com website and no one has contacted me about my dissatisfaction.

Desired Settlement: Since I have kept the portion of the set I do have, I understand I can't be fully refunded, but I do think that my entire order should be significantly discounted. Comping me with furniture won't be acceptable, as it probably wouldn't be delivered on time anyway.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Ms. [redacted],

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

Our records indicate that you have canceled the chest off your order and the credit was applied to your Wells Fargo finance account. The TV chest is scheduled for delivery on, 4/20/13.

When merchandise is on back order we are provided an expected date of delivery from the manufacturer; for reasons beyond our control this date is subject to change thus inconveniencing you, our customer. I apologize for the promised and expected delivery dates, which resulted in the furniture not being delivered.

Bob's Discount Furniture appreciates your patience and business; Once the final item has been delivered we will discuss compensation.

Consumer Response /* (3000, 7, 2013/04/02) */

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

There is nothing being offered and they still expext me to wait until the end of April for the rest of my bedroom set. They have even more incorrect details. I never ordered the chest; I ordered the tv chest in place of the regular chest. So I'm not sure what type of credit they think they gave me. The regular chest should have never been on my account. And if their manufacturers take 2+ months to make a piece of furniture, maybe they should look into other providers.

Business Response /* (4000, 9, 2013/04/08) */

I apologize for the merchandise delay and inconvenience. Your last response states, "They have even more incorrect details. I never ordered the chest; I ordered the TV chest in place of the regular chest."There is no inaccurate detail, "The TV chest is scheduled for delivery on, 4/20/13."You may continue to wait for delivery of the TV chest, cancel that portion of the order for a refund or reselect to a different TV chest that is in stock. As previously stated, "Once the final item has been delivered we will discuss compensation".

Consumer Response /* (4200, 11, 2013/04/09) */

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

You do have inaccurate details. You mentioned that I ordered a chest and cancelled the order, so you therefore gave me a credit. Sounds like you made a mistake in placing my order, and had to cancel it and therefore had to give me a credit.

Why would I order a TV chest that is in stock that doesn't match the rest of my bedroom set?

I'll wait for the tv chest to be delivered. However, I feel that at this point, I shouldn't be charged for it. If you agree not to charge me for it, I'll be satisfied.

Business Response /* (4000, 13, 2013/04/11) */

I apologize for any misinformation regarding your order. We are happy to know that you will await the arrival of the TV chest.

We are unable to give you the chest free of charge however, we will discuss compensation after the successful completion of delivery.

Consumer Response /* (4200, 15, 2013/04/15) */

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

I received a call on Saturday, 4/13/2013, stating that my TV chest is going to be delayed yet again. I therefore, will not have the chest until May 4th. I refuse to pay for it at this point and also expect an additional discount on the remainder of my order for the extreme inconvenience this entire process has been. If you will not agree to the above, then you will need to come collect the entire purchase and credit the entire bedroom set back to my account, as well as credit me back the payment I've already made on the account. I also refuse to pay any type of restocking fee.

Business Response /* (4000, 17, 2013/04/18) */

I apologize for the continued merchandise delay and thank you for your patience.

We will be happy to refund half the cost of the chest ($149.50) in addition to a partial delivery refund ($50.00); The alternative would be to cancel the chest for a full refund and offer you a $75 gift card to be used toward the purchase a newly selected item. Unfortunately our refund policy applies to undelivered merchandise therefore, we are unable to honor your demand for a refund of the items that have already been delivered.

Consumer Response /* (4200, 19, 2013/04/23) */

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

As I stated in my last response, your options are to either not charge me for the chest at all, in addition to a discount off the rest of my order or to come pick up the entire order and credit me back for the entire purchase. I will not accept credit towards your store. I stated in my original complaint that I would never buy another item from your store, making credit towards your store unacceptable.

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: 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: Furniture purchased April 2012 at Bobs bought "Goof Proof" ([redacted] Warranty). Now I have a rip and [redacted] Refuse to cover it states it is a Manufactures defect will not even send a technician out states it can tell by pictures that I sent them that it is "peeling" its not.

Product_Or_Service: Sectional

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I do not think it can be repaired that is why I asked for a replacement

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as viewed the terms of the goof proof plan.

Upon researching your account, there appears to be some discrepancy as to the cause of damage. Comments on your account with, Bob's, indicates that you told one of our customer care representatives that the damage to the headrest occurred due to a hair pin in your granddaughter's hair however, the explanation provided to [redacted] indicated that the damage was not the result of an accident, the damage was described as cracking. The report and pictures supplied by our technician on, 8/30/13 reflect peeling related to an accident in the home. Goof proof provides coverage against most in home accidental damage whereas, Bob's covers manufacturer defects. Please specify how the damage occurred.

Business

Response:

Please specify how the damage occurred.

Consumer

Response:

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

I believe it was caused by a hairclip when my grandchildren were fooling around.

Business

Response:

Good Morning Mr. [redacted],

The sectional is no longer available and unfortunately replacement is not an option. Unless [redacted] overturns the denial then the only alternative is to cancel the goof proof plan and issue a partial refund totaling, $150.00.

Review: I ordered a bedroom set from Bob's Furniture at [redacted]. in [redacted], **. I paid extra for delivery and set-up and scheduled an appointment for September 3rd between 6:55 am and 9:55 am. They called me at 7:15 am and informed me that they could not deliver due to construction. They told me they could not deliver it because when they parked the truck in front of my street cops told them to move. Instead of working with me to find a place to delivery they just drove away. It is exceptionally frustrating because I have a fully functioning driveway and no bed to sleep on tonight. When I called them back to figure out the situation they told me there was nothing they could do and hung up on me twice. If I wanted to ship the furniture to another address they would have to start the process again. I find this highly unfair considering it was in the delivery contract that they would not only deliver but set-up on this date. So not only am I out a bed, I don't know if I will actually be able to get the delivery service that I paid for. Any help you can provide me would be much appreciated.Thank you in advance,[redacted]

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: We would like them to delivery my bedroom set as stated in my agreement.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize we were unable to complete delivery during the scheduled date and time.

For reasons beyond our control and at the suggestion of local police, our delivery team was unable to park the truck on your street due to construction in the area. The only alternative to us at the time, was to reschedule delivery for another day; If there was an alternate "safe" route for the team to park and deliver your furniture, we gladly would have completed the delivery.

A refund check in the amount of $1732.99 will be mailed to the [redacted] address on file.

Your business is appreciated and we apologize for the inconvenience.

Consumer

Response:

Review: [redacted]

I refuse to accept this rebuttal for a number of reasons. The biggest reason is that I did not get reimbursed for the full amount of the furniture plus delivery charge. They did not refund me for the Queen Standard Bed [redacted] or the [redacted] which I clearly have no use for now. I have both items at my house but don't have any use for them if I don't have a bed. Furthermore, I confirmed that they would send a check but instead they put the money back on my credit card. I also confirmed with them to send my check to my new address on [redacted] but instead they sent it to my old address on [redacted]. Instead of a check, I just a receipt saying they put the money back on my credit card.

Secondly, in their rebuttal they said they could not deliver my furniture due to reasons beyond their control. This is also not true. They could have easily parked on [redacted] a side street next to my apartment. They did not want to do this and drove away the second time. The said the cops told them they couldn't stay on [redacted]t but I was out there the whole time and no cops approached them while parked on [redacted].

-[redacted]

Sincerely,

Business

Response:

Good Afternoon [redacted],

I have confirmed with our Accounting department that check number, [redacted] in the amount of $1738.99 was processed on 9/9/13 and mailed to the [redacted] address. If you prefer we will stop payment and reissue another check or we can stop payment and refund your credit card.

As for the delivery, we are only able to communicate to you what the drivers have reported. I apologize, if there was another way that the drivers could have safely performed the delivery.

Review: My wife and I purchased a new king size mattress from Bobs Discount Furniture on August 30, 2010. The mattress is a private label mattress called a "Bob O Pedic" that is a replica of a [redacted] brand mattress. After several years of use, the mattress creates so much pain in my lower back that I wake up several times to stretch, and ultimately have to leave bed and sleep somewhere else because it becomes difficult to even breathe. I began to notice that the mattress was the source of my back pain, because whenever I sleep in any other location I get a full nights rest without any issues. I contacted Bobs Discount Furniture and they sent a representative who examined my mattress for several minutes and left the residence. The company advised me that there is nothing wrong with the mattress, and that they would not warranty the mattress or assist us in any way. I requested a second examiner come to inspect my mattress and I was advised that they would not send anyone else. They advised me that unless there was a visible dent in the memory foam, they would not assist us. We were forced to spend approximately $250.00 dollars at [redacted] to purchase a memory foam mattress topper. As soon as I put the mattress topper on the mattress the problem went away. I feel that this is only a temporary repair to an ongoing problem. The mattress was purchased with a 5 year full replacement warranty, and a 20 year pro-rated waranty. I have began seeing a Chiropractor to address the lower back problems this mattress has created. I am an otherwise healthy, athletic adult male with no previous back problems.Desired Settlement: I request this mattress be replaced with a new king size tempurpedic type mattress that will provide service according to the warranty specifications the company offers. We have spent over $10,000.00 at their company to furnish our residence, and Bobs Customer Service Department seems to be looking out for the companies best interest, not the interest of their customers. In addition, I would request some restitution for the mattress topper that was purchased to temporarily fix the problem.

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the bedding has failed to provide you with the comfort you expected.

The mattress is is warrantied against defects which affect the internal support system; unfortunately, comfort is not warrantied. Since the technican did not notate a defect with the mattress, customer care was unable to offer you any recourse.

Bob's Discount Furniture understands the importance of a good nights rest and we vow to stand behind the merchandise we sell. As a courtesy, you return the mattress and reselect however, we will as a 25% usage fee based on the 2010 date of delivery and service report provided by our technican. If you should choose to accept this offer the available store credit will be, $952.59; there will be no credit given for the delivery fee or the mattress topper you purchased. The alternative would be to keep the mattress you have and contact us if the problem worsens, in the event of a defect you will be provided store credit equivalent to the purchase price.

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 recently purchased a bed and a table set from Bob's discount furniture. The bed came broken. It is a storage bed. Several of the drawers were damaged. I was told by the store that we would receive the pieces for 6 weeks. I told the delivery men to keep the bed because we didn't have another frame to sleep on. The next morning my wife had a lot of insect bites on her. We found out that we had bed bugs. I called Bob's and an exterminator. We checked the bed and there were bed bugs in many of the crevices in the bed. Bob's immediately denied that their product came with bed bugs. I then spoke to another customer service rep and they all gave me the me script stating that they spray their trucks. Every rep said the same thing to me and read the same script. One was even belligerent towards me. I called the store, and was forwarded to customer care again. Customer care hung the phone up on me. Bob's discount furniture has been the worst customer service experience I have ever had. The exterminator told me that they have an infestation problem. I will never purchase from this place again, I recommend that no one ever purchase from them. They have shoddy business practices.Desired Settlement: I just want to be refunded for the amount we spent on an exterminator which was $535 and end this horrific experience.

Business

Response:

Good Morning Mr. [redacted],

I understand your concern and empathize with the bed bug issue you are dealing with in your home. You and I spoke on, June 19, 2014 in regard to this issue and at that time I explained the multiple ways in which bed bugs can enter a home, their feeding habits, common places they are found and the precautions we have taken to prevent the infestation of these bugs in our warehouses, showrooms and delivery trucks. We have been very successful with our preventative treatments. While speaking with you, you indicated that your wife works in a school, which is one of the most common places bed bugs have been found. Our delivery records indicate that you reside on the third floor of a multi-dwelling home and it may be possible that the bed bugs traveled into your home from another unit within the dwelling. As a Consumer myself, I understand why you would be inclined to believe the bed bugs came from the new furniture however, given the extensive research and facts which support the opposite, we have no recourse to offer.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: we clearly had no bed bug problem until the furniture was delivered. Secondly, we always take precautions regarding bed bugs and bringing vermin into our home. Considering the advise of the exterminator, it is known that Bob's furniture has a bed bug problem. You accept old mattresses. After my complaint, as a customer service rep you did not provide any recourse except denial which is exudes the worst type of customer service. You could have sent an inspector out. The night we got the furniture my wife was bitten all over her body by bed bugs. We found them hiding in the bed frame in the crevices of the storage bed. By your response, it seems that Bob's furniture cares nothing about its customers or its brand.

Sincerely,

Review: We purchased 2 sofas, 2 coffee tables and a wing chair in 2011 from the [redacted] store. Our son had an accident and urine discolored the sofa and a tioy he plays with accidentially hit the coffee table causing a nick in it. In Dec. 2013 my wife contacted ###-###-#### and told Bobs Customer Care of the issue. They told us as we had purchased the Goof Proof Protection for all the furniture to call [redacted] Protection. We called them many [redacted]es and nobody ever answered the phone finally we got through to them and they said a technician would contact us within a week. Nobody ever called us and finally after calling 11 more [redacted]es and almost 3 months later they had a technician call us from [redacted]. We asked him for a Saturday as we both work and he said he was booked for several months. He then called us and was overbooked and finally did not come out until the last week of June. He looked over the damage and said he could not fix the discoloring from the urine or the damage to the coffee table but assured us that that both items would be replaced and were covered under the [redacted] warranty and they would call us in 10 days. Nobody called us and we finally called Bob's again 17 days later and they told us to call [redacted]. When we called [redacted] they had no knowledge of the coffee table damage and said the damage to the sofa was "peeling" and was not covered and were very rude and hung the phone up on us. We called Bobs and spoke to a [redacted] and she showed the pictures to a [redacted] a Goof Proof rep. She agreed that the damage was discoloration and sent to to Goof Proof corporate in North Carolina and we were told by [redacted] we would hear back form them by Tuesday July 22nd. Nobody ever called us and today we called Bob's and spoke with a [redacted] and she told us to call [redacted] and we said we were told that [redacted] and [redacted] would call us. We called [redacted] and now they say they are doing nothing and they don't cover "discoloration" which that is never stated in the warranty. This is a SCAM!!Desired Settlement: A replacement of our sofa and coffee table that was promised to us not only by the technician who looked at the 2 items but also by [redacted] at Bob's Customer Care. We have spent over 50 hours on this whole situation and have been treated very poorly on the phone and lied to multiple [redacted]es.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] this afternoon and I am genuinely very

sorry for the failures that he has endured during his [redacted]e of need. I have

assured [redacted] that this is not the excellent service Bobs prides itself on, I am

truly grateful that [redacted] has agreed to allow me to assist him directly and

provide us with an opportunity to make our failures right by him and his wife.

I have verified all open store credits with [redacted] (Sofa,

Recliner, and 3- Pack of Tables) and provided him with my direct contact

information for future use. I thank [redacted] for taking the [redacted]e he did to escalate

his concerns so that we can address the internal coaching concerns we have and

improve all of our customer’s experiences.

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: Bought nearly $3000 worth of beds and furniture at Bob's in [redacted]. Merchandise was delivered. One of the beds was damaged and the bed frame defective. Made arrangements to have bed exchanged and bed frame service. Delivery was scheduled to be no earlier than 8 am due to building restrictions. Assured that would be honored. Delivery arrived 730 am and would not reschedule even though had been promised restrictions would be honored. Service for bed frame found frame to be defective. Spoke with [redacted] a supervisor who assured us she would take care of things and contact us Monday, Aug 4. Call never came. Advised bed frame could not be replaced until Aug 30 at earliest. Instead arranged for bed frame to be returned for full refund to credit card used for purchase. Made several phone calls to second supervisor [redacted] to provide cc # for refund. Calls were not returned. Arranged for damaged bed to be replaced, again advising of building restrictions. Told again they would be honored. Received call on 08/06 advised delivery would be 1-4, exactly when we had told Bob's it would not be possible due to restrictions. Called and spoke with [redacted] now 3rd supervisor. [redacted] advised she would try to get time changed and offered $100 credit off $3000 bill. No offer of refunding delivery fee or any other compensation. Spoke with [redacted], upper mgmt, who was able to move time and offered to refund delivery fee only $229.90 but would not do so until delivery took place 08/07 am. Have now left messages for [redacted] as he did not call as promised. Computers do not pass on notes on accounts to delivery depot. Customer service does not return phone calls when promised. Hold times unacceptable (40 minutes yesterday, avg 20 on other calls)Desired Settlement: Full refund for Dalton bed frame $550+6%MD state tax = 583 onto credit card as promised by [redacted]Full refund delivery fee $229.90 as delivery was not completed satisfactorily onto credit card as promised by [redacted] ###-###-####$500 reimbursement for amount of time wasted on phone plus aggravation for defective products, damaged products, abysmal customer service-onto credit card

Business

Response:

Good Morning Revdex.com,

Please pass on my genuine apologies to [redacted] for the

terrible experience that she and [redacted] had to endure during their purchase and

delivery process from Bobs Discount Furniture. I assure [redacted] that her concern

is very important to us and we have most certainly followed up on the alleged

lack of service she cites she has received from our higher levels of customer

care. We do not find a lack of attention or follow up to be a good

representation of adequate customer care.

In researching our customers account I can confirm that the

refund for the bed and the delivery fee have been properly authorized and

refunded from our systems. Please know that in the case of the delivery fee

refund we worked above and beyond our normal policies and procedures to satisfy

[redacted]’s demand for compensation. We do understand that we failed our customer

and by offering to process a refund of monetary compensation to our customer we

were putting forth an extreme amount of effort to make our failures right.

We will not be offering additional monetary compensations to

[redacted] as a further form of apology for the inconvenience she and [redacted] have

experienced. We can offer to provide our customer with a $75.00 Gift Card to

Bobs Discount Furniture as our form of further apology. We do ask that our

customer does not view this as an attempt to force them to shop with us again

but rather an attempt to earn our customer’s trust back in our business. If our

customer did not want to take another delivery through our direct services,

$75.00 goes a long way on the multiple cash and carry items our showrooms have

to offer. We do understand that [redacted]’s Bobs experience was not satisfactory and

we assure both [redacted] and [redacted] that their experience is not the typical one our

valued customers have to remember us by.

If [redacted] would like this gift card processed by mail or

onto [redacted]’s account she can contact us to complete this transaction at

###-###-#### (M-Sat 6:30a-8:00p).

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.

Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.

Sincerely,

Business

Response:

Good

Afternoon Revdex.com,

I

apologize that [redacted] found our offer for a further form of apology insufficient

and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she

choose to provide us with another chance in the future.

In regards

to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a

certain person’s credit card was used to pay for this purchase. The Bobs

Discount Furniture record that we have for this sales order is under [redacted]’s

full name and not [redacted]’s. My comment

was intended to explain an offer of electronically processing the gift card to “[redacted]’s

Account” as [redacted] is who we could consider the sole owner of this customer

number.

I am deeply

saddened to learn of the tragedy that [redacted] cites she has recently endured and

ask that you please pass on my personal sympathies to her during this time. I

assure [redacted] that it was never our intention to cause her more stress during

this sale and that we have taken the appropriate steps internally to rectify

the lack of care and empathy [redacted] stated she received while seeking

resolution for our failures.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We had a delivery scheduled for 8/11/2014 where we asked at the store to give 30 minutes notice before the truck has arrived. We received a phone call between the scheduled window without any notice that the delivery truck was outside for delivery. I asked them to wait until my wife arrived to let them in. As soon as she arrived (about 20 minutes), she tried to stop them but they drove away with our furniture. Also, when we called the main office, we learned that not all of our furniture promised was being delivered. Our table was not even being delivered and we were expecting it. They gave us no notice about this.We then had to reschedule to 2 different days since only part of our order could be delivered. If we had know the table would take so long we would have bought it somewhere else.Desired Settlement: I would like some sort of credit or discount for all the extra time wasted because we now have to lose money by missing work to be available for the driver (when there was someone there to let him in).

Business

Response:

Good Afternoon Revdex.com,

I am very sorry for the failures that our customer

has had to endure based off of our errors. We expect all of our professionals

to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’

are honored. We anticipate the agreements with our customer during their time

of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to

our attention so we may have the opportunity to address the obvious coaching

concerns we have. I assure this customer that Bobs Discount Furniture cares

very much for his concerns and our intention was never to create inconvenience

for him during his Bobs experience.

Bob’s prides itself on providing

our customer quality service and the best value product for the price. Our

primary focus is on ‘Making It Right’ so that our customer is satisfied with

the product that they have purchased from us. We currently have a delivery

scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further

reflects that the dresser we planned to ship to him today was damaged during

transit and we spoke with him earlier today to schedule a new delivery date of

8.26.2014 to resolve the current concern with that specific item. Again,

certainly not our intention to take up more of [redacted]’s and his wife’s valuable time

and we thank him for his extreme patience with us while we work to make our

failures right by him.

While it is not normal procedure to do so, I

recognize that we have caused our customer a great deal of inconvenience. For

that reason, I have made a note that once we have made everything right, we

will review this customer’s account to determine if further action should to be

taken. Please advise this customer that upon completion of their delivery, the

driver is expected to call into our Customer Care Department to allow us to

speak directly with them. If our customer still believes that further

resolution is needed to rectify this concern we can discuss what, if any, further

resolution will be offered at that time.

I genuinely apologize again for the impression our

customer has been left with of our business.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Delivery estimate 1:26-4:26 pm dec 10. Not a guarantee, but sold to us at time of furniture purchase as reliable estimate. No delivery during that time. Called the customer service line,left on hold for 30 minutes. Called the store where purchased, spoke to [redacted], she could not provide any information as to the status of the delivery, I asked for escalation, was told her supervisor was on break nd to call back. Called back 30 minutes later and spoke to [redacted] at the [redacted] store. Was told that she just received an email that the delivery truck had an issue requiring roadside assistance but was now on their way to us from [redacted] (approx 5 miles away). Time now 5:30 pm. 2 hours later, received a phone call from [redacted] in delivery department that truck had issues at the end of OUR driveway and it was not possible to deliver the furniture. This was impossible and told her so. She insisted that it was, and we needed to reschedule. We asked for delivery on Dec 11 at 530, and was told she would call back later the same evening to confirm. She did not call back. This has been a nightmare. We held up our end of the contract, and they did not. On top of that, we feel deceived by the stories we were told, and have had our trust in this business greatly broken.Desired Settlement: Not only will we expect a full refund for our delivery fee and purchase price of the furniture we no longer want, we would also like remuneration for lost wages resulting from required time off from job to be present for a delivery that never happened, approx $400.

Business

Response:

Good Afternoon Revdex.com,

We apologize sincerely that the customer feels so deceived by

our company. I assure our customer that it does not in any way benefit us to

not deliver scheduled merchandise as agreed upon. Our records indicate that our

team did report and provide sufficient evidence of the concern (to their

trucking company) that occurred delaying them at the end of the customer’s

driveway. While we certainly understand the customer’s side of this story we do

trust that our delivery team made a valid attempt to try and deliver this

merchandise on the scheduled day. As indicated on the customer’s sales receipt,

our delivery tracker website, and trifold provided to every consumer who

purchases we run an all day delivery service and there are events on the road

beyond anyone’s control that can delay the estimated arrival time we provide.

We are extremely clear in our effort to communicate this truth and in over 97%

of cases our teams deliver within the estimated window. We apologize further

that this customer was affected by any delays beyond our business’s control.

In researching further, the customer’s account denotes that

when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on

12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’

and provided ‘[redacted]’ with her direct phone number, she explained that we were

doing everything in our power to hold the merchandise at our trucking company

and get a delivery added on for the following day. During this call ‘[redacted]’s’

notes also depict that she approved refunding the delivery fee paid to us a

form of apology for the inconvenience the customers experienced. While it may

seem like a simple task to a consumer, holding merchandise at a trucking

companies transfer station is not an easy task and by working to the best of

our ability to accommodate this customer’s demand we risked disappointing other

customers to place an extreme need on getting this delivery accomplished the

next day.

Holding merchandise and refunding a delivery fee are both exceptions

to our normal policies and procedures and we have been diligent in honoring the

customer’s side of this scenario and working above our normal practices to accommodate

their demands. We were able to deliver the merchandise the following day

(12.11.2014) and the merchandise was accepted by the customer.

Again we do understand the customer’s frustration and apologize

that they feel our delivery service has failed them therefore as a courtesy we

agreed and completed the necessary paperwork to refund this fee directly to the

financing account the customer used to make this purchase.

We are unable to apologize monetarily based off of any one

individual’s time and can only offer a further form of apology based off of our

own failures, in this case the failure the customer experienced applies

directly to the delivery fee that has already been taken off of the financing

charge.

In their ‘desired settlement’ section the consumer has made

a reference to wanting to return the merchandise accepted into their home for a

refund. Should the customer be unsatisfied with the merchandise because of

concerns with the product we are more than happy to address those concerns with

the customer directly. To date no concerns with the product have been reported

to our Customer Care Office. Per the agreement signed by the purchaser at time

of sale, there is no cancelation option for a monetary refund on merchandise

once the product has been delivered into ones possession.

Please ask that the customer reach out to our Customer Care

Office at ###-###-#### should there be any quality concerns with the merchandise,

we are more than happy to help correct these concerns directly given the proper

opportunity by our customer.

The refund of the delivery fee has been processed to the

financing account with a confirmation credit number of [redacted] - (in the

amount of $242.65). It may take one full billing cycle for this refund to fully

show up on the customer’s financing bill.

We apologize again to our customer for any aggravations we

may have caused during delivery and look forward to hearing from them should

there be evident product concerns with the merchandise.

Kind Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because there is no way possible that a truck could get stuck at the end of our driveway. The delivery drivers the very next morning agreed that it was simply not possible. While we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claim. I will send photos of the driveway if that will help.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I apologize to our customer they still remain so dissatisfied.

As outlined in our previous response, we did more than just refund

the delivery fee to initially accommodate this customer’s concern. As the third

party in this instance we worked above our normal procedures to honor the

customer’s side of the story to the best of our ability.

Bob’s prides itself on providing quality service and the best value

product for the price. Our primary focus is on making any failure we may have

caused right so that our customer is satisfied with the product that they have

purchased from us. We have currently have resolved the customer’s original

concern by delivering them the merchandise they purchased. In addition to

delivering their merchandise and fulfilling our original agreement, we then

produced a monetary refund as a further form of apology.

We are regretfully unable to offer a further discount off of factory

fresh product that exists in the home in good condition and we

respectfully feel that this concern has

been made fully right on our end as a retailer. We do hope the customer can

understand our position as a business and we apologize again for any

inconvenience that was endured during their delivery experience.

Kind

Regards,

Bobs

Discount Furniture

Review: We purchased a love seat and couch from Bob's 3 years ago. Both items are now "peeling" everywhere. The back of both the love seat and couch, the actual seat, the arms of both and at the top. We purchased the [redacted] protection and still have time left on that but we were told that the "peeling" is normal wear and tear. I don't believe that "normal wear and tear" would include the arms and tops of the furniture. I called Bob's Furniture and spoke with a representative for a while explaining the situation and she was the one that said "normal wear and tear". After receiving no help, I asked to speak to a supervisor and was told to "hold on and one will be with you", after 15 minutes she came back on the phone and said no one was available. I asked her how this was going to be settled because a couch does not normally peel like that. She then told me to take pictures and send them to an email address and they would be evaluated for "normal wear and tear". My wife and I took the pictures and sent them over a week ago and have not heard back from them after I expressed a desire to hear within 3 days. After searching the internet I located many complaints regarding the peeling of couches from Bob's. Unfortunately, not only does this effect me, but other family members liked our set so much that there were 2 other purchases in the last 3 years and I'm afraid that when there furniture reaches the same age as mine, they are going to have the same problems. Obviously Bob's is aware of the situation and has not corrected the defective product.Desired Settlement: A refund for the cost of the items. Obviously if this is a know product defect, if I ask for replacement product we will get the same outcome.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

your bonded leather set. I assure you that Bobs Discount Furniture cares very

much to satisfy all our customers and we stand behind the quality of our

products even after the expiration of our one year guarantee period. The

protection plan you purchased called ‘[redacted]’ is managed thru a third party

company and as it’s name illustrates offers coverage against most in home

accidents.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same

way industry wide and peeling over time is not isolated to the bonded leather

products we sell at Bobs Discount Furniture. Bobs Discount Furniture believes in

transparency and in every single one of our showrooms we maintain a placard

with the material make up of each living room set. The fact that this

merchandise was made from 100% Bonded Leather – everywhere your body touches

was displayed along with this set and available for any consumer’s review

during your time of purchase.

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 three years and in

that three year period our records indicate that you have not reported any

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

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

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

is should be understandable as to why we would have no recourse to offer you as

the retailer in this situation.

As an extreme courtesy and in your case alone we are willing to

make you a one time extreme courtesy offer. As indicated within the facts above

it is not our responsibility as a business to take ownership for this type of

damage and this offer should not be anticipated by other consumers as

the proper form of response for a bonded leather concern.

If you would like to reselect to a different set, made of a

different material that may fit your furniture needs better we can offer to

credit you 70% of the original cost you paid for both the Sofa and the Loveseat

from your ‘[redacted]’ set. In the interest of fairness we would ask that if you

want the new furniture you select to be delivered you cover the cost of that

service as delivering the merchandise has always been a charge we maintain

separate from the cost of our merchandise.

We are unable to offer to remove or dispose of the current Sofa

and Loveseat you maintain in your home.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

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

Review: I was told by the sales representative in regards to a purchase I was going to make, if I applied for their credit card ([redacted]) and made a purchase over a certain amount, I would have 12months to pay 0% interest on what I purchased and at the end of the promotional 12mo, I would have a 27% Apr. As my promotional period expired last month, I received a statement with the balance that I brought down significantly, the additional Interest fee for the month was more than half of the balance that I had paid down from the original purchase.. I contacted [redacted] and they stated to me that the promotion that bobs furniture signed me up with was a 27% apr for the entire amount that I originally purchased rather than the current balance I would have brought it down to. Meaning no matter how little I would have left on my balance, they will still be charging me based on the original amount I used. This is absolutely outrages and unheard of. I was misinformed and in my opinion I believe the sales representative purposely didn't tell me about this because I would NEVER agree to those terms. I trusted the sales rep to give me true information and I was fooled and ripped off by both bobs furniture and [redacted]. The person I spoke with at [redacted] wouldn't help me and wouldn't even take off that interest fee so that I could pay off the prior balance. This new amount was almost the amount that I originally paid.. After months of payments to [redacted] I was not even given a chance to pay that balance and was told I had pay the entire thing even though I Made the representative aware that I was not informed by the bobs sales rep and I had basically been fooled into getting the credit card. I also contacted bobs furniture and asked to speak to management in which I was denied and was told I had to take it up with [redacted]. Never in my life have I experienced such poor customer service.I am very upset with both establishments and their conduct and trickery. As a person of my impeccable credit worthiness and on time payments, I am completely disgusted by how I was handled and I never plan to have anymore dealings with this two establishments. This should be against the law to do what was done to me. I was set up to basically get into more deep debt for not paying this amount before the period was over. If this was made known to me at the original time of purhase, I would never have taken this horrid promotion.Desired Settlement: I would like to be refunded the interest fee that was applied to my balance.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for any misunderstanding regarding your finance terms. Bob's Discount Furniture prides itself on being honest and up-front with our customers, we do not participate or condone deceptive acts by any representative of our company; after reviewing your signed credit application it appears that the terms were specifically outlined, just above your signature on the application. In order to take advantage of the 0% interest you would have had to pay the account in full within 12months, while making regular payments. Please review the attached credit application and let me know, if I can provide any clarification.Thanks[redacted]

Review: I had ordered a sofa and an ottoman three weeks ago to be delivered last week for 6am-9am delivery came at 11am delivery ended up being the wrong furniture when I told the delivery people that responded with "we know, but once it's on the truck there's nothing we can do" so I had to set up an exchange, delivery guys blamed the salesman the sales man blamed the delivery guysSo I set up an exchange for June 18th am -9am, three days prior they called and decided to change the time to 3pm-6pm when no one would be home, I called to fix the situation and they pushed it back another hour after telling me they would fix itI called back to try and get the original time quoted and was told there was nothing they could do because of orders recently placed took priority over my order which was screwed up by them in the first placeSo they try to deliver at 7pm when I told them nobody would be there and now I have to reschedule another week down the road and hope it comes even close to the time they quoteDuring the countless calls I have made being bounced around from person to person to machine nobody really seems to care to fix the situation and it is very frustrating when I have giving this business over $for a service that they really don't care to provide, I have held up my end of payment but still do not have the furniture I ordered with no end in sightNobody seems to want to rectify the situationI have even tried to file a complaint with bobs but the only option is to take a survey which I have taken multiple times and have never received a call or anything in responseAfter seeing other reviews on this conany I really feel as if something needs to be done here to prevent this from happening to other paying customers, it's just bad business and a lack of integrityI just want to know that my voice is being heard and that someone is actually trying to get me the product that I have paid forThank you for your time in the matter
Business
Response:
Dear Mr[redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with youI apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs[redacted], you will contact her early next week to arrange what is hoped to the final delivery of the ottomanOnce completed Mrs[redacted] will process the necessary paperwork to refund your delivery feeYour business is appreciatedPlease contact Mrs[redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]

Review: I purchased a table from Bob's Discount Furniture in April of 2015 in cash payments made directly to the store. I have made several purchases from this store with no issues, as I have a Bob's credit line as well. This particular table was not in stock when I ordered it and it took approximately three months or so to come in, therefore I just paid it off as a layaway. The table was paid off before it was delivered in April 2015. I purchased the table as I always have done in the past with "Bob's Goof Proof Warranty" for all damages or accidents etc. The problem is that for whatever reason this table is made of a faux marble material, and it holds stains of all kinds, whether it be water from wiping it off or setting a dinner plate on it etc. I started noticing that these stain marks would not wipe away, and that other marks and stains were developing. I am a person that takes extreme care of my home so I couldn't understand what the problem was. I have bought several things from Bob's and have never made a claim for anything other than something that was delivered and assembled incorrectly-which was a quick fix. I called Bob's customer service today July 21, 2015 to see what was going on with this table and I was told that there was nothing that could be done about it. I called the first time on July 13, 2015, and I was told to take photos of the table and send them to an email address. I did not hear anything from Bob's so I called yesterday on July 20, 2015 to check the status of my complaint only to be told that the pictures were never received. I sent the pictures back out on July 20, 2015 and called Bob's this morning, the customer service representative told me the pictures had been received but her manager said that there was nothing they could do about the table. The manager insisted that I had in fact damaged the table and wanted to know what I had done to it. I told the customer service representative that I had no idea why this table stains and marks up the way it does. There are no hot pots or pans placed on it or anything of that nature, the table is apparently made of a really low quality material, and at this point I don't want another one. I am asking for a refund of my money for this poorly constructed table at this point, because "Bob's Goof Proof Warranty" that I have always paid extra for is not worth the paper it's written on. I have been a loyal customer up to now but his has really been a major disappointment to see that Bob's is just another rip off furniture company.Desired Settlement: Refund of cash paid for inferior product.

Business

Response:

Good Morning [redacted],

Thank you for being a Bobs Customer, we truly appreciate you and

your business and apologize that you are dissatisfied with your ‘[redacted]’

table.

The top of your table is not ‘Faux Marble’, we sell real stone

products at Bobs Discount Furniture and I have included our store signage that

we display in our dining area denoting this fact.

With this fact being acknowledged, public information is available

for the proper care of a marble product. This information is available to aide

all consumers in properly caring for their marble. I was able to easily find

this basic list of dos and don’ts via this link:

DO use

coasters under glasses, especially if they contain alcohol or citrus

juices.

DO use

trivets or mats under hot dishes or cookware.

DO use place

mats under china, ceramics, silver or other objects that may scratch your

stone’s surface.

DO place a

small rug or mat at entryways to trap dirt and sand from normal foot

traffic.

DO dust

countertops, islands, vanities and floors frequently.

DO blot up

spills immediately to minimize permanent damage to the stone.

DO clean

surfaces regularly with neutral cleaners designed for stone.

DON’T use

vinegar, bleach, ammonia, other general purpose cleaners, bathroom

cleaners or tub and tile cleaners.

DON’T use

abrasive cleaners such as dry cleansers or soft cleansers.

DON’T use

alkaline cleaners not specifically formulated for stone.

Given the information presented in your complaint it sounds

as though your table top is experiencing signs of in home damage related to its

environment and the use it has been receiving. The Goof Proof Plus Plan you

purchased is meant to protect you against a manufacturing

defect (which your report does not indicate) or an occurrence of covered one time accident. For example,

accidentally placing a hot plate or pan on your marble table once or putting down a glass without a

coaster once can be considered a

coverable occurrence. Multiple stains, spots, or accumulated damages on the

same table top is considered abuse or neglect of the product and the associated

responsibility of care you take on as the consumer using this stone product. I

have also attached a copy of your ‘Guardian’ Warranty Card that denotes an

accident is covered from one occurrence only (see top right).

At this time, based on your written report, we regretfully

have no recourse to offer you relating to this concern. As a retailer we are accountable

to offer coverage under the protection

plan we sell and your claim does not fall into any of the terms and conditions

at this time.

To ensure that I am reading your complaint accurately I

would be willing to review the photos you have taken if you are able to send

them thru this Revdex.com mediation channel you felt necessary to open.

Once I review these photos with our Service Management Team

I will respond via the Revdex.com with what, if any, options we may have

available to aide you as a one time courtesy in this specific case.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: For the past year, I have been trying to replace a damaged cushion on my Bob's Discount Furniture sofa. I had brought the cushion into the [redacted] location and the manager, [redacted], admitted that the cushion looked to be the product of a defect in the manufacturing. I repeatedly have called Customer Care and they have not been willing to listen to the issue. I am often hung up and do not receive any information beyond "this is store policy."

Last year, the customer care person did not report my claim properly and now I have been told that as it is into the 3rd year, my claim my not be valid or covered by the warranty. However, this is due to Customer Care not listening to the issue last year.Desired Settlement: I would like a new couch cushion, which is sold retail for $137. I paid $500 for the sofa and I do not think that I should pay to repair one cushion.

Business

Response:

Good Afternoon [redacted],

I’m so sorry to learn of your disappointment

and the poor service you cite to have received from our Customer Care Offices.

Please correct me if I am wrong or not grasping the full extent of

your complaint:

Your account indicates that your concern

has been fully addressed as of 8.12.2015. Service order number: [redacted] displays

that we placed an order for one (1) ‘seat

casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our

customer’s concerns right while balancing the needs of our business.

At this time the part is on order for the “1

cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation

channel?

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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,