Bob's Discount Furniture

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

Business

Response:

Good

Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

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

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

after the expiration of our one year guarantee period.

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

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

you were making your selection in our showroom. Bonded Leather offers the look

of luxury at a much more affordable price point and as its name depicts, bonded

leather is real leather that is adhered (or bonded) to a fabric backing with a

strong adhesive. Over time and with any amount of use expansion of the

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

and the material starts to separate from itself. Bonded Leather is manufactured

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

leather products we sell at Bobs Discount Furniture. If you continue to

purchase/maintain bonded leather furniture in your home regretfully peeling can

occur based on the nature of this material’s manufacturing process. You

have had this set for over two years and the direct Bobs warranty on your

merchandise expired over one year ago and as this concern does not stem from a

factory defect in the product’s workmanship and is viewed as normal wear and

tear industry wide, there is generally no recourse for a business to offer

relating to an item’s normal wear and tear.

While

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

are also several different pieces of information associated with your service

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

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

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

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

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

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

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

I have

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

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

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

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

Please

send a minimum of two photos:

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

Business

Response:

Good Morning [redacted],

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

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

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

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

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

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

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

not have the authority to overturn their judgments on claims.

I do apologize that

the third party company who manages this plan did not apply any care and

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

further detail as well as reviewed the photos you submitted to the [redacted] company.

Like many other protection plans, sold on automobiles,

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

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

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

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

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

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

your claim was accepted under the protection plan you purchased.

The plan grants you unlimited parts and service repair for

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

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

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

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

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

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

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

attempt to repair the damage for you.

Should you wish to have the affected items replaced and use

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

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

As you have opened a claim thru the Revdex.com

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

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

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

pieces.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

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

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

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

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

SATISFIED CONSUMER!

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

Sincerely,

Review: Purchased furniture at the [redacted] store, I called them regarding the stitching coming out, they came out to look at the sofa and it was a manufactures defect that was not able to be fixed, the pieces I bought was a sectional, first they would not credit me the full purchase cost of the sectional because it was 2 separate pieces, every time I called I got different information. I would have 2 pieces that would show different. After a long dispute I got credit for the other half ,but lost 20% on the original cost of the sofa and no tax back, on a issue not having to do with wear and tear on our part ,but a manufacturing issue on their part. On top of that it was for a store credit and I did not care to purchase anything else, after the poor customer service receive and that there was nothing else I wanted to purchase at the store. That did not make a difference and I would be stuck with a store credit, because of that I had to make a purchase(mattress set) just to use it up, on delivery they were not able to fit the box spring so I was faced to make a decision again to return the set and basically loose my money or keep the mattress and just return the box spring. I called customer service and they informed me they would credit my account for the box spring. Five days later I called the main store to inquire why I had not received my credit due to my account. I was informed that accounting was holding the credit. I asked why? I was informed that the amounts were different and that they had not been informed so they had not corrected it or called to inform me. They said they had to look into the matter and it would still probably be anther 5 days before I saw the credit. THAT WAS NOT ACCEPTABLE. Here I was again having to dispute a credit that should have been done .This matter has been going on for months and I am just frustrated with their poor customer service. I asked to speak to the store manager and was told he would not inform me any different than what they just informed me.Desired Settlement: I would like to be refunded ASAP!! No more excuses .I already lost money and they are still continuing to keep was should be refunded .How hard is that to give good customer service.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustration

our customer has endured during the multiple instances outlined of failure in

this complaint.

Our records indicate that as of 4.01.2015 the customer’s

remaining refunds have been accurately and fully processed from our systems.

We thank our customer for bringing this concern to our escalated

attention so that we can address the obvious coaching concerns we have and

improve our business overall.

Review: Ordered a bedroom set from Bob's Discount Furniture in [redacted]. They delivered the set as scheduled, however, it was delivered without the hardware necessary to put all of it together. We were told the parts would ship out the next day and arrive in 3-5 business days and that they would send someone out to put everything together once the parts had arrived.5 business days elapsed and we still had not received the hardware. After calling 3 times, we found out the hardware, had in fact, not been shipped out. Turns out they did not ship the hardware for 11 days after what was promised to us. In the meantime we have been sleeping on the floor and wil have to continue to do so until the parts arrive, a full 14-16 days after the initial delivery.I stated that I wished to return the merchandise for a full refund in light of my total disappointment with their service and I was told that only store credit could be issued.An absolutely terrible experience with this company.Desired Settlement: Either a refund for the merchandise or a refund of the delivery charges would have sufficed. I was told neither option was available by Karen in their customer complaint department (ID #[redacted]).

Business

Response:

Good Morning

I tried to contact Mr.[redacted] 11/26/2013 and 11/27/2013 and was unable to reach the customer. Please have Mr.[redacted] contact our customer care department at

###-###-####

Review: I purchased a dining room set that was delivered in February 2014 and have consistently dealt with defects and poor customer service. Initially the problem was a minor issue with a door on a hutch. A tech came out inspect, and informed me parts would be delivered and I would then have to schedule another tech to return and handle the repair. No parts ever showed up and the store never followed up. Then in December 2014, a chair leg shattered out from underneath my 70yr old mother while she was sitting in it. Bear in mind that although some time had passed, this is dining room furniture that is rarely used. The store replaced the one chair and finally addressed the issue with the door on the hutch by offering a replacement. However, they delivered the wrong hutch piece. Later in the same month, yet another chair leg shattered out from underneath a guest sending them to the floor. The company once again offered a replacement of the chair and also once again attempted to deliver the correct hutch. The chairs were ultimately replaced, but the hutch that was delivered was also defective. A third hutch was delivered (which I currently possess) and it is also defective. My bigger concern is that I have had 2 guests wind up on the floor because of defective chairs. The company will not offer any form of rebate, return or compensation of any kind on the chairs. However, I am quite literally concerned for the safety of my guests when using the chairs. Additionally, because of all the issues, I have had to arrange for someone to be home on at least 6 different occasions. Needless to say this is a significant inconvenience. The combination of product defects (some of which are still unresolved), service issues, and literal safety concerns.Desired Settlement: I would be looking for a partial refund & replacement. I would like the chairs that have yet to experience a defect to be replaced to ward off any potential defect that has not yet been identified. That would mean replacing one arm chair and five side chairs. I would also like some form of a partial refund for the hutch which is defective (please remember this is my third hutch and all have had the same defect with the door). Lastly, I would like my delivery fees refunded.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries and product concerns

have caused our customer. We can certainly understand the customer’s

frustration and assure our customer that it is never our intention to deliver

product with defects or continually disappoint our valued patrons.

As with any furniture retailer who

works directly with a slew of manufacturers to obtain product and then deliver

to their customer, we fully trust that all our manufacturers have taken the

appropriate measures during production to ensure the product is free of any

defects. As with most manufactured goods it can take time, combined with a

certain amount of usage for any factory defect to illuminate itself. We are sincerely

very sorry for the outrageous incidents that the two chairs caused our customer

and their guests; we worked immediately to resolve these concerns by delivering

factory fresh replacements to our customer.

With the purchase of our

protection plan -Bobs Discount Furniture guarantees that our merchandise will

be free from factory defects for a period of five years. As indicated on the

original sales invoice (provided to and signed by the customer at the time of

sale) we will schedule one of our Service Technicians to inspect the item and

service it to factory standards at no cost to our customer. If the Service Technician

determines that the factory defect is not serviceable, we will replace the

affected item, one time. While we acknowledge the customer’s apprehension in

the quality of their chairs, it is not in their best interest for any retailer

to take away merchandise that has not shown any concern, of defect or

otherwise.

Should the customer wish to have

the chairs inspected by a factory trained technician we can absolutely create

and schedule a service appointment for the customer. In line with our expressed

policies if a defect is located we will address the concern accordingly.

In regards to the “hutch” concern,

our records indicate that the customer has taken service and delivery on the “Sideboard”

several times with the last delivery attempt being canceled due to a weather

related occurrence, beyond the control of our business. Bob’s prides itself on

providing quality service and the best value product for the price. Our primary

focus is on making the concern we caused right so that our customer is

satisfied with the product that they have purchased from us. We would most

certainly prefer the opportunity to get our customer the item that we promised our

customer in good condition and can even offer to have the next delivery follow

our extensive ‘White Glove’ procedure for inspection and shipment.

While it is not normal procedure

to do so we do recognize that we have failed our customer and If the customer prefers

to keep the item ‘As –Is’ with a further discount (let’s call this a concession

to keep) then we ask that the customer provide photographic evidence of the

concern with the door via this Revdex.com mediation channel they have selected to open.

We ask that the customer provide a minimum of two photos for review (a close up

view of the damage and view of the item at a distance) we can review these

photos and determine what offer we are able to make as a concession.

We have continued as a business to address this individual’s

concerns the moment they are presented to us and work to resolve them as we

realize the level of dissatisfaction this consumer is emulating as a result of

our failures. Once the merchandise concerns have been resolved, any additional

accommodation we feel adequate to offer to the customer is a form of our

apology and at our internal discretion. We do not offer apology amounts based

off of any individual’s time and we are unable to offer a discount off of

factory fresh product that stands in the home in good condition.

Review: We purchased a sectional sofa set 2 piece and a chase as a 3rd piece from Bob's Discount located in [redacted]. The 3 piece sectional was delivered on Thursday the 21st August.

Our family went to drop my son to his college on the 22nd August and returned on Saturday the 23rd August night. So we got to use the furniture on the 24th August, Sunday. Our main attraction was the chase, when we sat on the chase, we felt if is going down, and the front part is coming up. Both me and my husband felt the same way.

So I called Bob's on Monday and explained. They credited my chase amount along with the delivery charges. They told me that there is no cash refund only it is against a store credit.

During the call, I realized that, the second sectional piece with out chase can not be used, as it do not have the ARM. Hence requested the Customer support to take the second piece also and return, so I can go to store and look for a right armed love seat to attach to the long 3 piece sofa. The customer support was nice enough and agreed and credited the amount for these two items. He also mentioned to me, that at the time of new piece delivery, these two old pieces will be taken away by the driver. I agreed and all happy.

Same day evening, I went to store and reconfirmed once again the order with right arm 2 piece love seat.

The new love seat was delivered on the 28th August which is a Thursday. Thursday and Friday we sat on the sofa but did not use it for long, as we were busy. Saturday all day we have gone out ofstate to [redacted] and got back home very late night. Sunday the 31st August me and my husband watched a movie sitting on the sofa for almost 2-3 hours. During and after the movie we both felt getting back pain. At first we did not think that could be because of sofa. Same day night my husband spent 30 min sitting continuously teaching Math to my daughter.

Next day morning, on Monday the Labor day, my husband could not sit on any surface at all. All day Monday and Tuesday either standing or sleeping was his condition. I called Monday to Bob's support number, they were observing holiday. Again I called on Tuesday to complain about back pain we both got after sitting on the sofa.

Point 1. Tuesday the 2nd September I called Bob customer support. Explained the situation about me and my husband's back pain. The support person said, because it is over 3 days from the date of delivery they can not do any thing and can not exchange as well. I explained all the above of we going to [redacted] and Sunday and Monday holiday to their support line. Then she transfered me to the manage.

The manager spoke and listend to my entire story and said, because previously once they exchanged the love seat this time, they can not do it as it is past 3 days from delivery.

Thats when I mentioned and requested so much and told her, we do not have any intention of returning the product, jsut because we developed back pain, we want to exchange the entire remaining sofa and love seat both, and all we need is store credit, so we can come and buy another one. We are not even enjoying this product because of the back pain.

After so much of discussion, she only agreed to exchange the 2 seat love seat but not the 3 piece sofa. She made a note in our account and mentioned to me that we can buy another one before November 2nd any time and exchange only the love seat.

Sir, here I want to bring to your attention, while she was arguing she mentioned to me that we should have returned the whole piece first time itself. I did not have the intention of returning the sofa and love seat, until we both got back pain.

I am writing this on the 17th September, as of today my back pain is even horrible. I am afraid to sit on the sofa, please tell me how can I enjoy the eintire set ?? Also please note

on Wednesday the 3rd September my husband was taken to the primary care as he developed sudden pain in his leg since Monday the 1st Sept onwards, and immediately he was sent to the Reston Emergency Room, due to the severiaty of the pain. We still did not think that the pain was because of sofa, but we thought my husband's thigh pain was for sitting 30 min continuously. He was then referred to Orthopaedic and he is on steroid. He is also given a prescription for MRI.

2. From the other hand, I myself never had back pain at all in my history, developed back pain. Having a touch time now for my daily routine. I observed for 2 days, sitting on the sofa is definitely causing me severe pain.

Please help me in getting rid of this entire 2 piece of sofa and love seat from Bob's and in exchange, I am not asking money. I definitely understand, in exchange I will buy another new one from their store only.

Please note, the customer support agreed to exchange only the love seat, where as this entire thing is a sectional sofa, with out an attaching love seat, the 3 piece will be wasted. Even if I return, I still have to buy the same brand, which is of no help to me.

Hence, I request you to please look into this matter and help me the complete return of this product to buy another new piece.

Also please note, I also challenged with the customer support, when she mentioned to me that they will exchange the piece only if there is a manufacturer defect. By seeing, we can not say if there is a defect. so I asked the support, to send their men to sit for atleast 1 hour continuously and decide if they getting back pain or not before deciding.

Sir, I am a ** citizen under the oath saying this, I am not lying and this is a fact that I developed back pain only because of the sofa. The reason I am complaining today is, next week I will visit a doctor, and I will have to mention that sitting on new sofa is causing me back pain

Thank youDesired Settlement: The total amount paid is needed as a credit in my account, so we can go and buy another new sofa and love seat of our choice.

Business

Response:

Good Morning Revdex.com,

Please pass on my sincerest apologies to [redacted] for the lack of

care and empathy this concern has been met with. I have placed the store credit

for the left side facing piece into our customer’s accounting records and this

credit, along with the original, are active for use. These credits will remain

active through 11.18.2014. As an additional apology for the time that [redacted] has

had to spend seeking resolution on this we will agree to waive the new delivery

fee on the newly selected merchandise (this will save [redacted] approximately $99.99).

By accepting and using these credits [redacted] is acknowledging

that this is the final attempt

we are permitting an exchange of merchandise for any customer preference

concern. While I certainly agree that [redacted]’s concerns should have been handled

with more care it is not a sound business choice to continue to remove and

deliver product (that cannot be re sold as new) to any customer.

For [redacted]’s records the two credit numbers associated with the

sectional are: [redacted] & [redacted]. Should the new merchandise [redacted] selects

cost less than the available credit the remaining balance can be used in our

store for other merchandise or may remain as a store credit for future use. If

[redacted] selects a set that retails for more than the available credit we will

expect that the consumer pay the difference in upcharge for the merchandise

they desire.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Bob's Discount Furniture sold me the "Goof Proof Protection Plan" on July 28, 2013, for an extra $200 fee, when I purchased my leather couch from them. When selling the protection plan, the salesman gave me a sheet that advertised all that would be covered under the plan. The sheet was a simple check-off list of the accidental stains and damages that would be covered if I purchased the plan. One of the damages included rips, tears, cuts, burns and punctures to the leather. My husband and I were sold on buying this plan because we have children and a cat. We were not given any other information at the time of purchasing this plan, other than the check-off list of damages covered. Two days later, on August 1, a more detailed email from the Goof Proof company was sent to me, giving me more specific information about the plan that I had already purchased. On November 10, 2013, I found a visible tear in the leather couch, measuring about an inch long. I called the Goof Proof Protection company to fix the tear and they informed me that because the tear didn't penetrate in the couch, they would not fix it. I was not informed about this when purchasing the plan on July 28. The simple paper that was given to me was not specific. Therefore, Bob's is selling a plan that does not give specific details to customers about what is covered and what is not. I paid an extra $200 for a plan that falsely advertised to fix damages to my couch.Desired Settlement: I would like Bob's Goof Proof company to fix the tear in my couch, as they advertise on the paper that was given to me upon purchasing the service. I was not given specific details about the Goof Proof protection plan when I handed my credit card over to the salesman to buy it. Also, Bob's should provide costumers with specific coverages from the plan so that their costumers are not fooled like I was.

Business

Response:

Good Evening [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs.

Goof proof is designed to provide coverage against most in home accidental damage, when properly reported. Due to the detail of the plan, your sales associate will not go over the entire plan with you in the store, rather, he/she will explain key points. Since you selected the goof proof plus plan, Bob's will explore all possible options to remedy the issue. Scratches, while covered, must penetrate the surface of the object. At this time you may, submit photos of the damaged area and if possible, we will attempt a best effort service, if service is not an option after viewing the pictures we may exchange the item and void the plan; before exploring these options please explain when and how the damage occured.

Consumer

Response:

Review: [redacted]

Picture attached

Thank you for your response. I looked through the detailed warranty agreement and it does not state that the scratch must penetrate the surface. Instead, it state, “Rips, cuts, punctures or burns from a single relatable occurrence” would be covered. The word “penetrate” is not listed in your agreement. When I contacted the “Goof Proof” company, they insisted that the agreement states that the scratch must “penetrate.” So, I did want to point that out. I have attached a photo of the damaged area. I am unaware of how the damage took place. We had friends over the day before I noticed the damage, so I am assuming that the damage could have occurred while someone was sitting in the area. The damage occurred on November 10, 2013. I have a toddler and a pet (the pet is not allowed on the couch, however). Again, I did not witness the occurrence. I just saw the scratch the following day. Thank you for considering other options to resolve this issue.

Sincerely,

Business

Response:

Good Morning [redacted],

Line item (4) under the "The purposes of the plan coverage, the following definitions apply" of the Guardian plan, it states, " accidental rips, tears, cuts and punctures is defined as damage that clearly penetrates through the upholstery. "Scratches and scuffs" are not covered.

As a courtesy we can send one of our technicans to touch up the scratch, with the understanding that if the repair is not to your satisfaction, we will have no other offer of recourse or you may cancel the goof proof plan for a refund.

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 would appreciate it if Bob's sends out someone, as they stated in their response, to fix the scratch on my couch. Please have them contact me at ###-###-####. Thank you for your help in this matter.

Sincerely,

Consumer

Response:

Review: [redacted]

From: [redacted]

Sent: Thursday, December 12, 2013 12:35 PM

To: [redacted]

Subject: Re: Complaint #[redacted] for Bob's discount

Hi there. In my last response to Bob's Discount, I informed them that they should contact me to come out and fix my couch, which they said they would do, so I accepted their offer. However, the company has not contacted me. What step should I now take? Thanks for your help.

Sincerely,

Business

Response:

Good Evening,

I have reached out to [redacted] at the phone number she provided and was unable to speak with her directly. I have left her a message apologizing that it took us so long to reach out. I have also left our phone number asking that she contact us back to schedule this service appointment.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have called Bob's and made an appointment for a technician to come out. Thank you for your help to resolve this issue.

Sincerely,

Consumer

Response:

Review: [redacted]

Hi there,

I submitted a complaint against Bob's Discount Furniture back in October 2013, because the goof proof plan that the salesman convinced me to purchase did not cover a scratch that was found on my leather couch. Many messages have been exchanged through Revdex.com since then. The company sent a service technician to my house to check the scratch and informed me that because the scratch did not penetrate, there was nothing he could do. So I contacted Bob"s and they informed me that [redacted], the woman working on this issue, would contact me to let me know if I could get a refund on the goof proof plan, since I feel that it is worthless. [redacted] did not contact me, so I called again a week later, and the man who I spoke with informed me that a message was left for [redacted] and that she would return my phone call. One month later, and I still have not received this call. Bottom line, I want a refund on the goof proof plan. I feel that the plan is a scam and if I should have any other accidents in the future, I do not want to go through the same hassle that I have gone through in the last 3 months. I spent $200 on the plan and I want a refund. Please reopen this complaint and submit it to Bob's. I appreciate your help in this matter.

Sent from my iPad

Sincerely,

Business

Response:

Good

Afternoon [redacted],

I

am so sorry, I was completely unaware that you required further follow up and

that is 100% our failure. I feel absolutely terrible that you have been waiting

so long to speak with me regarding these issues. Please contact me by email or

direct phone at your earliest convenience so I can help you get this concern

resolved.

Direct

Phone Number: ###-###-####

Email:

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased furniture and their protection plan for 5 years which is to cover damages to the furniture. I spoke with ascending manager [redacted].and she insisted that my damages are not covered under my plan but refused to even send anyone out to look at my furniture. I asked her to then reimburse my money because she was not even willing to send a technician to my house but she wouldn't cooperate either.

I'm very disappointed because she insisted that the reason why my damages are not covered is because it consists of more than one damage. I told her the damages to both my couch and love seat (which are the same damage exactly) and it's a frame issue, and she was blunt dismissive by saying that it won't cover because it's more than one damage on the same claim. I told her to then due it in two separate claims but she completely refused to even make any attempt at helping with the sutuation.

The coverage states that it covers accidental damages up to 5 years, but it's obvious that this is false advertising.

Please help me. , I really would appreciate any help you can offer. I'm still paying for next year and it won't due me any good and they won't give me my money back either.Desired Settlement: I just want someone to come and look at my couch and love seat and fix the problem since I'm paying for a 5 year protection plan that supposedly covers damages.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

Our direct records show no indication of

conversation with this customer since 2011 when the product was delivered. As

the customer is reporting a frame concern, we are more than happy to help our

customer under the manufacturer’s warranty associated with these frames.

We again apologize that the customer didn’t receive the

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

claim further directly should they actually provide us with the opportunity to

do so.

At this time we have created a service order (to send a

technician to the home) under the address that was used to make this Revdex.com

complaint. Please ask the customer to contact us directly (###-###-####) so

that we can discuss the available service dates we have in the near future. For

reference the service order number associated with this request is [redacted].

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased furniture from Bob's Discount Furniture in early May. I arranged for delivery, requesting the "Breakfast With Bob" option. I was assured the furniture would be delivered between 6:30am & 9:30 am. I could be at work by 11:00am. My furniture arrived at 3:15pm. Had to take the entire day off work. On Sunday, May 24th I realized the purchased sofa was defective. I called the service number, spoke with a rep, they scheduled a delivery/exchange for Thursday, May 28th. I took that day off as a precaution because of the previous experience. the furniture arrived, but it was the wrong thing. So now I've taken two unscheduled days off work on two consecutive weeks.

I spoke with the customer service rep, got another delivery date which was today, June 3. I can't take another day off work. I get the call from the delivery team telling they are 5 minutes away, ( not the 30 minute away call). I leave work, takes me 15 minutes to get home. In that 15 minutes I get 2 calls from customer service telling me the truck is at my home and they can't wait any longer. I've taken 2 days off to wait for a delivery that was supposed to be a one time and came hours later, but I get numerous calls about having the truck wait 15 minutes. Each time I've spoken to someone at Bob's, I've asked to have someone from management contact me. Have heard from no one!! This was my first experience with this company and though I was excited with the gentleman who sold me the furniture, everything else has been a disaster. I will never use this company again, I will not recommend anyone else to use them.Desired Settlement: I would like to speak with someone from the company, but I seriously doubt if I will.

Business

Response:

Good Afternoon Ms. [redacted],I attempted to call you as requested, but received your voicemail and left a message. I apologize for the multiple delivery attempts of your furniture. Our records indicate that we have since successfully delivered your furniture. As a result of the inconveniences, I will be happy to refund $100.00 of the $149.99 delivery fee.Please contact me at your convenience.Thank you,[redacted].

Consumer

Response:

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

Sincerely,

Review: I received a furniture set from Bob's and it was the wrong color. It was dark brown instead of gray. The delivery guy said that there was nothing he could do about because he didn't work for Bob's. What I didn't know was that as soon as the delivery guys leave you waive your opportunity at getting a refund (non store credit refund). They would not allow me to exchange the couch without paying another delivery fee and there was no possible way to receive a refund unless it was store credit. Customer service was very unhelpful. After spending 3 hours on the phone with customer service, they said there was absolutely nothing they could do for me, because my issue was a "preference" issue. Because I preferred gray over dark brown, they could not help me. I'd like to also report this as false advertising. All the online line photos were gray. The store model was gray. The color is called smoothie gray. The sent me a dark brown couch. I was told that it was the lighting in my house that makes the couch look dark brown. However, I've tried several different light configurations and I still can't seem to make this dark brown couch look gray. This is unacceptable.Desired Settlement: I would like a refund (not store credit) for my set or an exchange of equal value with the delivery fee waived.

Business

Response:

Good Morning Revdex.com,

I spoke with our customer [redacted] today via telephone (8.28.2014) and I have offered him two paths for resolution

for this concern. I have also provided [redacted] with my personal apologies for the

lack of care and empathy that I feel was applied to his concern as he was

initially seeking recourse through our Customer Care Offices.

I am currently awaiting [redacted] call back to advise me of which option he and his wife will proceed with.

Thank you for the opportunity to make it right,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: Complaint/Consumer Information [redacted]

Business Information

Bob's Discount Furniture [redacted]

Complaint Summary

Complaint Type: Consumer to Business Complaint

Nature of complaint: Refund / Exchange Issues

Problem description:

On November 11th, I placed an order for furniture. I scouted multiple stores for the best delivery date confirmation. Bobs Discount Furniture was able to guarantee a delivery date of December 17th for furniture I had bought. I had an urgency for the furniture due to an important event I was having at my home. I took off from work that day and was waiting for the furniture to arrive when I got a phone call from a third party of Bobs THE DAY OF DELIVERY stating that my furniture will not be delivered due to damages. Only one part of this sectional was damaged. I was not given a choice to still have the undamaged sectional part delivered. Bobs just cancelled and no notice was given. I missed a day off work and wasted vacation leave. I made a visit to Bob's furniture and told them what happened. They were completely unaware of the situation and they tried to call around to find where this "damaged" furniture was. It was extremely unprofessional that their system was not connected to know where items were. After several hours, the delivery date was re scheduled for one part of the undamaged sectional to be delivered the day of my important event I was having. No resolution was resolved or any customer satisfaction was even offered for my inconvenience. I made a phone call to Bob's corporate office and spoke to a service representative. I told her I needed my other part of my sectional. I had to call them to request the rest of my sofa I had already purchased. Bobs did not reach out to me not one time. She told me that the furniture was on a 3 week back order and could not get the furniture to me until mid January although I ordered months earlier. I did not except that and she had a manager set a delivery date for January 5, 2016 instead. I accepted and tried to talk about compensation but was told several times that company policy does not discuss compensation until after the furniture is delivered and signed for. I stated that if I was unhappy with the furniture and I did not want to keep the furniture because of the compensation I will return it. They said ok. I did not understand that concept but I went along with it. I had to rent furniture and chairs for my event at the last minute for my event because of Bobs mistake when I trusted their guaranteed delivery date. On January 5th I took off from work and the furniture was not delivered a second time! At this point its been twice that I used my leave for no reason. I went to the Bobs store and they said its set up for that day but the furniture is not even ready yet, "Its still on back order". The store said that they weren't sure why corporate would set a delivery date for furniture that don't have yet. On a professional level everything has been out of order and confusing. They made me the customer very stressed. At this point I have missed days off from work from false promised delivery dates and spending extra money renting furniture I depended on Bobs for. Corporate reset a delivery date for the 4th time! That date was Jan 15. Corporate told me to call them after the furniture was delivered. I called and the were extremely unsatisfactory. I decided to just return the furniture and I was told that they do not do refunds or exchanges when I told them I plan to that if I am unhappy with what came. The sofa was made in a separate batch and the color is off. I'm not happy with my purchase and this whole experience was just a nightmare. I feel as though I have ben robbed. A company should not be allowed to tell a customer to wait until delivery has been made to discuss compensation or refunds then when furniture is delivered, the policy states that a customer can not do returns once the furniture is in the home. It a double standard and seems to be as though they are practicing illegal protocol to keep a customers money. I have never been denied for a refund. There is a huge miscommunication issue between corporate and their stores. The store has tried to be helpful but the office has not. No one is taking responsibility.

Desired Resolution: Store Credit

Desired OutcomeDesired Settlement: I believe the company should have offered to refund me some of my money back at least for the damage part of the sofa and getting it 2 months after it was order for my inconvenience and for the fixed discoloration issue of it, plus a delivery fee return. Also for Bob's Discount furniture corporate office to have reliable communication with its stores. No one knew proper protocol and I was told several different things and was lied to multiple times about company policy.

Business

Response:

Good Morning Revdex.com,

I certainly

can’t say that I at all blame our customer for being very upset with us and on

behalf of Bobs Discount Furniture I extend my sincerest apologies. I acknowledge how unpleasant this entire

ordeal has been for our customer and while I know this is their Bobs experience

I assure our customer that we would not be continuing to grow if all our

customers were met with so much disappointment during such an important

purchase.

I further

apologize for any confusion the customer was met with regarding our refund

policy. Our refund policy is presented to all customers at the time of sale and

commonly signed by the purchaser as agreed to (in this case the purchaser reads

as ‘[redacted]’).

The

customer entered into several agreements for compensation with us directly

which I believe has brought resolution to their concerns within this posting.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered a console from Bob's Discount Furniture and found the piece to be damaged. Bob's sent a representative out and checked the furniture piece. He stated the piece was warped and Bob's would replace it. When the delivery person came he stated he would change the top and not replace the entire console. I sent a message via Facebook to customer service and customer service stated I would be contacted from the manager. As of yet no one has contacted me at Bob's after calling and emailing the company.Desired Settlement: We do not want the top of the console place, I would like the entire console replaced.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the seams of the fireplace were slightly warped. As a result we attempted a redelivery of the fireplace, mantle and cooler but you refused each item, indicating that the seam again, appeared warped.

Your account is currently noted that you will look around the store to see if there is anything you would like to purchase in place of the (3) fireplace set. The alternative to reselecting to different merchandise would be to discount the current fireplace mantel, if you prefer to keep it in its current condition, total discount 30% or $134.34 or you may return all pieces for a refund.

Your account has been documented with the above options.

Review: I purchase this sectional set 3/10 and the couch started coming apart in three areas the problem started to accure in the begining of the month who knows the exact date of when this cheap furniture start coming apart again. this is my second set and the damage accure again just like before.once I did not buy furniture just for a year to year usuage. I made a report. and they call back to tell me that they where not going to approve my claim because of the date was more than 10-14 days. Like I said who knows when it started when it was notice then the claim was called in. the warrenty was $400. but goof proof is not true its contracts. and its also a outside company. and since this ias a second set they should just exchange this complete set for a entired different set because I dont who whats up with this defect set. where the material is tentioning away. I just need a real reliable set for me and my family to sit on.Desired Settlement: new set different not this same set.and pieces not no sectional it never stays together. and very hard to put back together.

Business

Response:

Good Morning Mrs. [redacted], I apologize you remain disatisfied with the quality of the sofa set. You and I communicated last year, after your intital Revdex.com complaint and at that time,I explained that the manufactuerer warranty had expired however, we replaced the two of the furniture items as a one time courtesy. At this time the options for recourse are very limited; I will be happy to scheldue a best effort service appointment in hopes of our technican being able to provide repair service. The manufacturer warranty expired, April 28, 2011 and the goof proof plan is designed to provide recourse against most in home accidental damage. The terms and conditions of the plan are very specific and Bob's Discount Furniture does not have the ability to overturn a denied claim. Please contact our customer care center to scheldue the best effort service appointment.

Consumer

Response:

Review: [redacted]I am rejecting this response because: Yes this was a new set that you guys replaced. and the same issued accured. now furniture should be able to take fluently seating cause it a part of my family evetyday seating area. But after servel months it started to come apart that is the manufacture issue but as a company you purchased it so that customers can come in and purchase from you. then you pruchase warrenty 5 years, which it has not been five years. the set was oringally purchase in 2010. and its now 2013 does not add up to five years. and 2012 is when I received the two repleced pieces which is only two years. ( and within a year the same thing accure) and no matter how often something happens to a product the warrenty is still good til the five years is up. ( and Ive even asked the sale clerk about the warrenty still beening covered, and it was a yes. No here or there, yes I would like to make a appt. for one of your techs to come... with a sewing kit, some materials to patch up the jobs. If the couch is riped up. whether I or a child or a pet did it it would be replaced. But for tention ripe or material coming apart ( I dont know how to even describe this, its just crazy i've never been through this before) if you could just come patch this up I'll appreciacte it. Sincerely,[redacted]

Business

Response:

Good Afternoon Mrs. [redacted], I attempted to contact you this afternoon, 10/25/13 to scheldue the best effort service but recieved your voicemail and left a message.Please note that your furniture has a one year manufactuerer warranty which expired in 2011. The five year plan you make reference to is upheld Guardsman, based out of [redacted], ** and coverage is directed toward in home accidental damage and certain types of frame damage. The recourse we, Bobs, has offered up to this point is not an obligation but rather a courtesy.Please contact our customer care center at, [redacted] to scheldue the service appointment. The technican will attempt repair however, if he is unsuccesful we will have no other recourse to offer.

Review: On delivery date movers stated they needed to remove the door in order to fit furniture in. I stated fine if they would not damage anything. Behold after words the door does not close correctly. My walls on the right side have been scuffed. There is a hole also on the opposite side and another bulk scratched mark along my new white walls. The house is brand new renovated as of July 1st. So immediately I filed a complaint thru there bobs furniture customer service dept. and the lady stated that it would be forwarded to the property claims office. it has been well over 2 weeks and I have heard nothing. Today on Monday 4:30 pm I called and they stated they have no record of anything.Desired Settlement: open to litigation.

Business

Response:

Good Morning Revdex.com,

We responded to the concern directly to this customer’s

email from our offices today (Tuesday, July 28, 2015 10:29 AM).

Regretfully there is no record of

the initial phone call that this claimant alleges to have reported on day of

delivery (7.08.2015). The first record we have of any property damage report is

from nineteen days after delivery. In an

effort to help this claimant move forward we have filed the property claim as

of today 7.28.2015 and following all normal property claim processing

procedures the claim has been sent to the third party trucking company who

allegedly caused this damage.

We assure the claimant that their concern as reported on

7.27.2015 has been correctly filed with the third party trucking company

involved and we will ensure the obvious coaching concerns presented are

addressed accordingly.

As this property claim is being handled by the trucking company

that caused the damages, the claimant can expect follow up from that third

party and not Bobs Discount Furniture directly. This trucking company is 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.

I have personally ensured that the trucking company involved is

aware of this claimant’s concern and need for follow up. I have provided the

third party with the customer’s contact information as it was provided to the

Revdex.com.

Should the customer wish to speak with the party directly handling

their claim I have listed the appropriate contact information below:

Office

Administrator

[redacted] Companies

Review: I ordered a day bed from Bob's Furnitures on July 21st. While reviewing my credit card account, I noticed that I was charged twice for the same merchandise. I called the store to get the extra charge taken off. I spoke with Antoinette who was incredibly rude to me and implied that I was making up the additional charges. I asked to speak with a manager and was told that he was at lunch. I said that I would wait but Antoinette told me no, said he would call me back later, then hung up on me. I called back the next day hoping to speak with someone else. Antoinette answered the phone again and proceeded to scream at me. She said that it was my fault and that I had somehow charged myself twice. She told me that there was nothing she could do. Again, I asked to speak with a manager and was told that he was busy. I called the Customer Care line and although they apologized they also told me there was nothing they could do. Finally, I called my credit card company. My credit card company called Bob's Furniture and, after experiencing the same nasty attitude, were told that they would email the accounting department to see if the issue could be resolved. It is disheartening that I could not resolve this issue with Bob's without the assistance of my credit card company. I felt as though they were not concerned about my complaint until a larger company intervened. I have still not received a call back from the manager. I understand that mistakes happen but the customer service I received was unacceptable.Desired Settlement: I would like to receive a portion of the money I paid back for the poor customer service and the damage caused by overcharging my credit card. The charge exceeded my credit limit and caused issues with my account.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the duplicate charge

error and lack of care this customer’s complaint was initially met with.

A member of our Customer Care Management Team spoke directly to

our customer on 7.28.2015 regarding this concern. We are extremely sorry for

the duplicate charge and the behavior our customer alleges to have dealt with when

initially reporting her concern. While we were very shocked by this allegation,

and remain shocked that this mistake actually occurred, there is no excuse for

poor customer care or a lack of investigation upon being notified of the error.

We have taken the appropriate internal steps to address the obvious coaching

concern presented to us within this complaint.

The customer’s order was entered on 7.21.2015 and our Accounting

Department made the necessary adjustments to return the duplicate charge as of

7.24.2015.

While I can personally identify with a consumer’s need for an

apology outside of making the concern right, we have worked at a higher level

to make that request happen. Any compensation agreement is to be discussed

after the customer has been fully satisfied with the merchandise they paid for and

on 7.28.2015 we offered this customer a $25.00 Bobs Discount Furniture Gift

Card as a further form of our apology. Working beyond a structure that is set

in place to keep things fair for all consumers is a retailer’s way of

applying empathy and accepting responsibility for a customers concern.

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 accounting

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

to be the 15th largest furniture retailer 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 with use of the gift card.

The customer’s merchandise is scheduled to be delivered on 7.31.2015

(tomorrow), should the customer still remain dissatisfied after delivery and still

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

Customer Care Office after their merchandise has been received. We will review

the account and the already disclosed compensation offer at that time and

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

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a bedroom set from the location in [redacted], along with an extended warranty. Although I am within the warranty coverage period and the damage to my bedroom set (scratches and nail polish) are listed as covered in the protection plan, they have denied my claim. When asked for explanation, they told me that (1) "scratches" are not covered in my plan (even though it is listed as covered in my warranty pamphlet) and (2) since I was not explicit in my first call (which was recorded without my knowledge) about the damage being from nail polish--even though they can look at it and see that it's nail polish damage--they have the right to deny my claim. In addition to my frustration about my claim being denied, their customer service has been very sketchy. They leave me voicemails saying to call "guardian" back, with no return phone number or who "guardian" even is (I later learned that it's another company who deals with protection plan claims). Twice I called for information on my claim and was told I would receive a follow-up call but did not. They just seem like a sketchy insurance company trying not to pay out valid claims. For your reference if needed, my claim # was [redacted].Desired Settlement: I would like my night stand and dresser repaired or replaced, as is covered by the protection plan I purchased.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

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

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

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

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

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

sales receipt and Bob’s trifold (also provided at time of sale) indicate that

the accidental protection plan is offered thru Guardian.

We provide a general flyer at the time of

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

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

documents for the list of exclusions. As the manager of the plan, Guardian is

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

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

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

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

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

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

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

the complete plan or not and we see no reason not to trust that Guardian is

continually sending these documents as many claims for coverage are routinely

approved.

Guardian Protection Products is far from “sketchy” and

like Bobs Discount Furniture, their company maintains a high rating and accreditation

thru the Revdex.com. We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further and dispute the claim with Guardian on their behalf should we feel

necessary. Like any other insurance plan there are terms and conditions set in

place to keep all resolutions fair for all customers alike.

To move forward please advise the customer

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

is listed in the report to Guardian. I have listed the requirements below to

ensure our request is specifically notated:

-Minimum 3 Photos of the damaged item(s):

- 1 Picture that clearly shows the entire facing surface(s)

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

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

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

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

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

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

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

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

sales receipt and Bob’s trifold (also provided at time of sale) indicate that

the accidental protection plan is offered thru Guardian.

We provide a general flyer at the time of

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

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

documents for the list of exclusions. As the manager of the plan, Guardian is

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

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

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

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

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

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

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

the complete plan or not and we see no reason not to trust that Guardian is

continually sending these documents as many claims for coverage are routinely

approved.

Guardian Protection Products is far from “sketchy” and

like Bobs Discount Furniture, their company maintains a high rating and accreditation

thru the Revdex.com. We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further and dispute the claim with Guardian on their behalf should we feel

necessary. Like any other insurance plan there are terms and conditions set in

place to keep all resolutions fair for all customers alike.

To move forward please advise the customer

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

is listed in the report to Guardian. I have listed the requirements below to

ensure our request is specifically notated:

-Minimum 3 Photos of the damaged item(s):

- 1 Picture that clearly shows the entire facing surface(s)

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

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

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because: I do not appreciate the patronizing response I received that disregards my original complaints and demonstrates that they did not actually look into my case. Had they done so they would have known that I already submitted photos and read the conditions of my plan. My argument, again, is that the damage is reportedly covered by my plan so the denial of my claim is unwarranted. I feel very disrespected by their templated patronizing response.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because: I do not appreciate the patronizing response I received that disregards my original complaints and demonstrates that they did not actually look into my case. Had they done so they would have known that I already submitted photos and read the conditions of my plan. My argument, again, is that the damage is reportedly covered by my plan so the denial of my claim is unwarranted. I feel very disrespected by their templated patronizing response.Sincerely,[redacted]

Business

Response:

Hi Ashley,

I’m so sorry that you found my first response to be so disappointing.

We care very much for all of our customers and proper research must be

completed for each individual to ensure we are remaining fair to all consumers

alike.

We (Bobs Discount Furniture) are not Guardian. We do

not have access to photos that you may have sent to this company. You have

selected to open up a mediation channel via the Revdex.com website with Bobs Discount

Furniture. Please consider that this is Bob’s first attempt at trying to help

you resolve your concern as you have been denied by a completely different

company.

We are happy to see if we are able to help you move forward

however this merchandise has been in your possession for over four years and

you are not within any warranty period directly thru Bobs Discount Furniture. Bobs

has never been to your residence to view this product for any concern within

the time you have had it and we are owed a fair chance to review the pieces as

requested before we disclose if we are able to help you as a courtesy from our

business.

I respectively ask again that you post your photos so the

Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you

case and see what we may be able to do to help you move forward.

As listed in the original response:

To move forward please advise the customer that we

require a minimum of three (3) pictures (in color) for each item that is listed

in the report to Guardian. I have listed the requirements below to ensure our

request is specifically notated:

-Minimum 3 Photos of the damaged item(s):

- 1 Picture that clearly shows the entire facing surface(s)

- 1 Picture that clearly shows the damage marks at close range

-1 Picture that clearly

shows the damage marks at a distance

We will review these photos and respond with what, if any, options for

resolution we may have to offer this customer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Hi Ashley,

I’m so sorry that you found my first response to be so disappointing.

We care very much for all of our customers and proper research must be

completed for each individual to ensure we are remaining fair to all consumers

alike.

We (Bobs Discount Furniture) are not Guardian. We do

not have access to photos that you may have sent to this company. You have

selected to open up a mediation channel via the Revdex.com website with Bobs Discount

Furniture. Please consider that this is Bob’s first attempt at trying to help

you resolve your concern as you have been denied by a completely different

company.

We are happy to see if we are able to help you move forward

however this merchandise has been in your possession for over four years and

you are not within any warranty period directly thru Bobs Discount Furniture. Bobs

has never been to your residence to view this product for any concern within

the time you have had it and we are owed a fair chance to review the pieces as

requested before we disclose if we are able to help you as a courtesy from our

business.

I respectively ask again that you post your photos so the

Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you

case and see what we may be able to do to help you move forward.

As listed in the original response:

To move forward please advise the customer that we

require a minimum of three (3) pictures (in color) for each item that is listed

in the report to Guardian. I have listed the requirements below to ensure our

request is specifically notated:

-Minimum 3 Photos of the damaged item(s):

- 1 Picture that clearly shows the entire facing surface(s)

- 1 Picture that clearly shows the damage marks at close range

-1 Picture that clearly

shows the damage marks at a distance

We will review these photos and respond with what, if any, options for

resolution we may have to offer this customer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I was given a delivery window of 6:00 am to 10:00 on the day I ordered furniture from the [redacted] location on 6.29.15, for actual delivery on 7.3.15. On 7.3.15, we were told (via the website) that the delivery would be at 6:07 as we were first on the list. The time kept increasing until 7:59, which we were then told the order had been delivered. We then called, and were told it was not delivered and that it was confirmed that the units were still on the truck and to wait. We called back at 11:00 (an hour after the window had ended) and were told the truck was in [redacted] and we were next in queue, within the hour. 90 minutes then past, my husband called and said it was still on the truck and they were not, in fact, in Stoneham. At 1:15, we were informed the truck was in [redacted], and would be there within the hour. A truck did arrive at 2:15, but the furniture was not on it. Another truck had to be dispatched with the furniture, finally arriving at 2:30. It was suggested to us that we can file a claim for the delivery fee, however a rep said they can only offer a $25 gift card. We are seeking $59.99 in delivery charges.Desired Settlement: $59.99 refund for the late delivery.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

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

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

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

of their delivery.

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

value product for the price. Our primary focus is on making the concern we

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

purchased from us. While it is not normal procedure to so we do recognize that

we have failed our customer and we are willing to make an exception in this

case to work above our normal compensation guidelines and policies.

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

fee ($59.99) as a final form of our apology. Please advise the customer that

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

action is required from the customer at this time.

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

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

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

expedited quickly on their behalf.

Review: I brought a sofa from Bob's on 7/20/2013, I was informed then that since it was during a sale, I was entitled to a 5 year warranty for cleaning and any problems with the sofa. I paid for the sofa and had it delivered. I had a few guest over and notice the sofa slumped on the R side. I called the [redacted] number and a service personnel came out. By now I had the sofa for 4 months. He stated that I needed to pay $50.00 for a new pillow on the sofa. When I rearranged the pillows and showed him that it was a defect in the frame, he still insisted it was the pillow. I called the Customer service number back and, they even stated I had a 5 yr warranty for cleaning and defect. I went to the store where I brought this sofa and still I can not have this problem resolved. I also notice this sofa is no longer offered.Desired Settlement: I have tried for over 2 years to have this repaired or replaced, at this point I would like a total refund. Because even in their current commercials, they are pushing this replace or refund policy.

Business

Response:

Dear [redacted],I apologize you are experiencing unresolved issues with your sofa. Please allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the craftsmanship of the product. The manufacturer warranty expired August 2, 2014. At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damage. Our records indicate that you received delivery on August 2, 2013 and contacted our office December 2, 2014 to report that the left and right cushions were sagging and you can hear the springs squeaking. We dispatched a technician to your home on December 12, 2014 however, he found no defect present. Although the manufacturer warranty has expired, I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion service. The technician will determine the cause of the issue and take photos, if possible. Please contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofa. We will revisit your concern and discuss compensation, upon receipt of the service report.Thanks[redacted]