Bob's Discount Furniture

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

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Review: Thank you very much for replying to my inquiry.

My family and I purchased a sofa set with the endtables and lamps. It didn't fit through the door and the delivery guy smelled of an alcohol substance. We were told to get the fold-up sofa set and pay the extra 299.99 for the table. I wanted to walk away and not have anything to do with the store. I thought it was not good that we had to spend all this money even further because it didn't fit through the door. But, we had to replace our super old second hand sofa and the manager said he would give us a 50.00 gift card after we kept the sofa for two weeks. We paid for the extra things and they said they would not give us any extra deal because Bob's has the prices cheap enough.

The delivery was ok. A month went by and we never got the gift card. We called and then they never sent it still. The customer service said they would up the gift card with an extra 25.00, which we received only upon going into the store on Black Friday and found they were supposed to send it and did not. That process in itself was really awful.

We picked out a bed for our daughter. The other bed was so much more expensive, the Madison, so we just went with the cheapest model. We applied the gift card (75.00 now) towards the bed and paid the rest, including the such expensive delivery fees and the extra other fees.

We waited until 7:45 for delivery. They never came to deliver and our daughter now was going to be super late for school. She was so late and the delivery people finally were on their way after 8, even though it was 6:30 to 8 am delivery. It was super inconvenient. We asked if they could deliver the bed later, when we would be home. They said okay, then no. We cancelled the order. We got our money back, but still we have 75.00 that was not refunded to us. The store told my fiance that he would not get the gift card back.

I called on 12/24 today after being told to call Customer Service to get a new gift card refunded to us. The customer service straight out refused, stating it was a courtesy. However, they didn't take into consideration how we lost time at work and my daughter lost time at school due to their refusal to deliver the bed during either the 6:30 to 8 am, and then refused to reschedule.Desired Settlement: At this point, they should be delivering the bed for free. It is broken promise after promise with this company. We have had extreme frustration with them and these situations could have been resolved at a customer service level. If they gave us the 75.00 gift card back, we would obviously be spending more money because everything is so expensive in this store compared to 75.00. It is a customer service error how they have refused to resolve anything satisfactorily.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for any concern our customer experienced during their deliveries with

us.

We certainly do not find it

acceptable for any person representing our company to smell of an alcohol substance

and I’ve begun personally following up on this complaint to ensure the

appropriate internal action is taken.

Regretfully we are unable to

determine if the measurement of someone’s home or entryway will fully

accommodate the size and delivery specifications needed for the furniture

selected. We remain proactive in communicating this as a consumer

responsibility via the trifold we provide at the time of purchase. We offer the

best value prices for the product we show and we have always charged the

service of delivery as a separate fee from the product itself to remain as

transparent as possible to all of our customers in (currently 64 stores) all of

our locations.

In regards to the bed delivery

time we encourage the customer to provide us with further evidence as to how

they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.

We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only

one special exception for a slot called ‘breakfast with bobs’ which is still a

three hour estimated window for arrival so the automated contact the customer

should have received from us would have detailed either ‘ 6:30am -10:30am’ or

6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,

and we have record of speaking with the customer at 8:08am. By all information

I can locate we arrived within our slated time frame window for this delivery.

We did not deny requesting what our department refers to as a “Go – Back”

request for this missed delivery. The

account indicates that the customer was unable to provide a representative to

be at the residence to wait for the team to return to that stop. Again in every

effort to remain as transparent as possible with our customers we (in the

Customer Care Office) are working in an office and we are not on the physical

truck that has the furniture. It is inappropriate to provide a customer with a

possible time frame that the team may return in as we do not know this to be

correct information. There are thousands of events that could occur to delay

the team returning to the stop they already arrived to and these events remain

beyond the control of our business. While I understand the customer’s

frustration and their inability to wait for a team to return with no estimated

timeframe- we require someone 18 years or older to be confirmed at the

residence all day so there is no chance of us returning to miss the customer

again. We certainly want to deliver any and all product that is on the truck as

returning product can not be sold as new merchandise any failure in not delivering

results in nearly a total loss for our business.

The customer’s account further

confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015

and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the

customer was re-issued and emailed information regarding their $75.00 gift card

inquiry.

We remain very sorry for the poor

impression this customer has of our business and relay that we have multiple

cash and carry items within our outlet or showroom locations that the customer

can purchase and take with them for $75.00 or under.

At this time the sale for the bed has

been fully canceled and all refunds or gift card re-issue concerns have been

resolved per our records.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To keep the customer on the phone arguing with them on Christmas Eve at 6 pm at night is unacceptable business practice. Thank you for refunding the gift card though. It is apparent you do not want our business any more after this ordeal. Thanks for refunding us in full though.

Sincerely,

Paula Ridenti

Review: I am writing this complaint for my mother in law, she does not speak english. She thought she financed 2 bunk beds. After reviewing her paperwork I see that she did not only not buy her furniture, but she leased it with an inflated balloon interest rate. She requested a spanish speaking salesperson and the salesman said there is no one there that speaks spanish. The salesman assured her everything was good and coerced her to sign then contract then and there. After further review one of the contracts has her signature that she did not even remember signing and looks very different from her signature.Desired Settlement: She would like to return the bunk beds and receive a refund on her deposit and the payments she made on the bed.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to the customer and their in law

relative for the concern they have existing. The customer signed an agreement

with an entirely separate company from Bobs Discount Furniture – the agreement

that the customer’s relative is referring to signifies that it belong to the

Acceptance Now Company – not Bobs Discount Furniture.

Having been a sales person myself I can confidently state that

this type of agreement is commonly reviewed with an Acceptance Now

Representative and signed with an employee from that company directly. We do

not train our sales professionals or customer care agents on the inner

workings, terms, or conditions of this contract as it is a document that our

company is not authorized to manage, update, or change in any way.

Our records show that the furniture purchased was delivered in

August of 2015 and we haven’t been made aware of any damages to the furniture

or defect concerns since delivery.

We are unable to approve a return of this merchandise or arrange

for a refund of monies that the customer has been paying to the Acceptance Now

Company directly.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased an adjustable bed because of my disability. The beginning of Oct the hydrolic lift on the bed broke and I called Bob's. They told me it was no longer under warranty buat they would give it to me anyway , free of charge. They said it was coming from Viet Nam and could take up to two month's. I waited the two months without a part. I called to ask them to track it and they told me that it was never ordered. They re-ordered it and said it would take another three to four weeks. It still didn't come I called again and Dave in customer care told me it was due to arrive the next business day. a week later I called again and they said they would over night it by fedx. It didn't come I need the lift for the bed as I am disabled. Please fix this problem.Desired Settlement: It to be taken care of ASAP

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the extended wait time

our customer has endured on this courtesy part order. We certainly thank our

customer for communicating the information they were provided to us via the Revdex.com

so that we can ensure our agents are adequately coached on their failures.

Our records indicate that this customer should receive their part

order no later then the end of the day on Monday February 1, 2016. The customer

can reference this UPS shipment under tracking number:

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: 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 placed an order for a mattress and box spring on January 18, 2016 at 12:37 PM. The item; a [redacted] Queen Standard Set [redacted] priced at $599.00 was in-stock and available for immediate shipping. We were notified the following day, Tuesday, January 19, 2016 that the item was scheduled for delivery to the address listed in the complaint between the hours of 6:00 AM and 10:00 AM.

The items arrived at approximately 7:30 AM on the scheduled date in their original packaging. The items were moved into the structure by the delivery team and left in their original packaging. The items were not inspected by the delivery team nor by myself because the packaging material was not removed by the delivery team.

On Friday, January 20, 2016, the mattress and box spring described above were removed from the packaging and inspected. Immediately, the box spring showed extensive damage to the entire structure and frame. Once the damage was found, a call was placed to Bob's Discount Furniture's customer care team. This took place at approximately 1:00 PM on the above date. The customer care agent was advised of the issue at hand and that an exchange was going to be needed. I stressed the importance of this incident as we will not have a place to sleep until the new box spring was delivered. The customer service agent advised me that the delivery could not take place today (1/20) or the following day (1/21) due to the incoming severe weather. I was advised the the soonest a new box spring would be able to be delivered was Tuesday, January 26, 2016. I immediately advised the agent that this would be unacceptable as we will have no place to sleep until then. The agent said there was nothing they could do.

At this time, I advised the agent that I wanted to return the items for a refund and that I did not want their product. I expressed to the agent that I do not feel comfortable with their product and the quality of it. The agent advised me that I was not allowed to return the product for a full refund because the product had already been delivered. I expressed that I did not want the product. I expressed to the agent that if you purchased a product of any kind from any establishment and was not happy with it, that the product can be returned within a certain time frame for a refund. The customer service agent stated that their contract, in which I signed has different terms.

So, now that I am forced to keep their product, the agent set up an exchange for me that is scheduled to take place on Tuesday, January 26, 2016. The agent stated someone would be in contact with me to advise us when the time frame for delivery would be. This conversation took place on Friday, January 22, 2016.

As of the morning of Saturday, January 23, 2016, no telephone call was received to confirm delivery on Tuesday, January 26, 2016. A phone call was received by me on this day from Bob's Discount Furniture to confirm delivery on Wednesday, January 27, 2016. I did not confirm delivery and pressed the corresponding key on the telephone to speak with an agent.

Once an agent came on the line, I gave the agent a summary of what had happened and that a date for the exchange has already been confirmed for Tuesday, January 26, 2016. The agent asked me bare with her while she reviewed the notes in the system regarding the order. The agent expressed her apologies but the date she had in her computer for the exchange was Wednesday, January 27, 2016. I advised her that this was unacceptable and I want to speak to a manager.

Approximately 20 minutes later, a manager came on the line. The manager reviewed the notes and advised me that I was given the wrong information. Account Manager Melissa advised me that there was no way possible they could deliver the replacement item on Tuesday. The soonest they would be able to deliver it was Wednesday. I asked Melissa what time on Wednesday and her response to me was "Once the delivery is confirmed for Wednesday, we will call you with a time frame."

I advised Melissa that there is still no guarantee that the item will be exchanged on Wednesday. She did not answer the question. At this point the conversation was disconnected by me.Desired Settlement: I want a full refund of my money and for the company to come and pick their product up. I do not wish to do business with a company that is represented with low quality products horrible customer service personnel and unethical company policies. Bob's Discount Furniture did not express and concern that as of this complaint had no place to sleep and would not until their replacement box spring arrives. When mentioned that I would have to stay in a hotel so I had someplace to sleep and if they were going to compensate me for the hotel for five nights, I was told they would compensate me for my troubles but certainly it would not be that much.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for all the disappointments our customer has experienced with this

purchase. The delivery address posted shows a very long purchasing history with

our business and I apologize again to our customer for the lack of care that was

applied to their present concern overall.

Our records indicate that we have

already resolved this concern directly and as of 1.27.2016 our customer was

approved to return the delivered mattress and foundation 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.

Sincerely,

Nicholas D[redacted]

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: 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: 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: 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: My wife and I went into Bob's Discount furniture looking for a sectional. We looked at the 4 piece Venus sectional with a left arm chaise and our salesman [redacted] informed us that we could order the chaise in a right arm. We purchased the 4 piece Venus sectional and told [redacted] we would like the chaise with the right arm. We scheduled a delivery date and got our living room ready, throwing out our old couch and moving furniture etc. The sectional was delivered with the wrong chaise, the left arm chaise. My 9 month pregnant wife and 2 children had to sit on folding chairs for the rest of the day. [redacted] called and explained to us that he misunderstood our chaise order and that Bob's uses the "facing" terminology. That was never explained to us in the store. He just forgot to change the "facing" chaise as requested when we purchased the sectional. We have been asking for a delivery charge refund for 2 weeks and keep getting the run around. Our financing is through RAC acceptance and each company is throwing it on eachothers lap saying the other is responsible. We feel Bob's is ultimately responsible since they placed and messed up the order. We should not have to pay $100 delivery fee for Bob's mistake. We need this resolved ASAP.Desired Settlement: We would like the $100 delivery fee refunded to us ASAP.

Business

Response:

Good Morning [redacted],

Thank you for making us aware of your frustrations and after reviewing your account I am truly sorry for the run around you have received and for our failure to write your order correctly. I understand that it is unacceptable that you were not able to use the product you and your family had waited so patiently for on the date of delivery. I can assure you that our first goal is always to make any failure we have caused right with our customers. A delivery fee is charged separately from the price of our product so you may receive the lowest possible rate for quality furniture. The delivery itself is a service outside of purchasing our product and by re delivering the correct merchandise to you as soon as possible we were attempting to make our failure right. Again I understand your frustrations being passed through different departments, as you purchased through our RAC program we are unable to offer any monetary refund for compensation. Instead I would like to send you a Bobs Discount Furniture Gift Card in the amount of $75.00 as a form of additional apologies for the inconvenience we have caused you.

Please let me know if you are interested in our gift card so I can get this processed for you right away. If you have any additional questions or concerns I will be more than happy to further assist you as well.

Thank You,

Bobs Discount Furniture

Customer Care Liaison

Review: On 10/26/2013 I purchased [redacted] which is the Jamestown 8 Piece Bedroom Package from salesman [redacted] at the [redacted]. ORDER# [redacted] I paid cash totaling $2394.14 for my order which I was Informed by [redacted] would be delivered on 11/2/2013. After completing my transaction I noticed on the receipt that only the headboard, footboard, and rails would be delivered on 11/2/13 and the remaining items would be delivered on 11/23/13. I brought up the matter to anthony and he assured me that all my items would be delivered by 11/23/13..on 11/2/13 I took a day off work to wait for my delivery which was unsuccessful due to the Rails being incorrect, then on 11/6/13 I took another day off work to await my delivery which was unsuccessful due to the headboard being cracked. the headboard, footboard and rails was finally delivered on 11/9/13..I then recieved calls from BOB'S FURNITURE stating that my remaining items are on backorder and would not be available until FEBRUARY 2014 so therefore I can either wait until february or choose a different set. I found this to be unacceptable and I spoke with [redacted] from the [redacted] store on 11/20/13 about a refund. I was informed by [redacted] that he will send refund checks for the items that were not delivered and I would have to speak with customer service about the headboard, footboard and rails that were delivered. on 11/21/13 I spoke with [redacted] an ACCOUNT MANAGEMENT SPECIALIST who informed me that the option for a refund for the items that were delivered is no longer available and I only have the option of recieving store credit...Desired Settlement: I would like a refund of the total amount that I paid to Bob's Furniture which is $2394.14...

Business

Response:

Good Afternoon

I spoke to Mrs. [redacted] on 11/25/2013. The remaining items in her home will be pick up for a full refund including her delivery fee and taxes ..for the total amount of 1,286.77 .

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,

Consumer

Response:

Review: [redacted]

THIS IS A FOLLOW-UP COMPLAINT IN REGARDS TO COMPLAINT ID#[redacted]. BOB'S FURNITURE CAME TO MY HOME AND PICKED UP REMAINING FURNITURE ITEMS ON 12/03/13 AND I HAVE YET TO RECIEVE MY REFUND CHECK IN THE MAIL..I PAID $2394.14 IN CASH AND SO FAR I HAVE RECIEVED A CHECK FOR $1325.10 AND I AM STILL AWAITING MY SECOND REFUND CHECK WITH THE REMAINING BALANCE OF $1069.04..I CALLED CUSTOMER SERVICE ON 12/14/13 AT 9:40AM AND SPOKE WITH [redacted] AND SHE REFERRED ME TO CALL THE [redacted] STORE...I CALLED THE [redacted] STORE AT 10:05AM AND SPOKE WITH LESLIE WHO STATED THAT SHE WILL HAVE TO CALL ME BACK BECAUSE SHE NEEDS TO GET IN TOUCH WITH ACCOUNTING TO VERIFY IF A CHECK WAS SENT OUT....I FIND IT AMAZING THAT ALMOST 2 WEEKS LATER AND I HAVE YET TO RECEIVE MY REFUND, WHY IS BOB'S DISCOUNT FURNITURE MAKING IT SO DIFFICULT TO RESOLVE THIS TRANSACTION.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

I would like to extend my deepest apologies for the amount of time you have wasted waiting on us to refund your monies. Your frustrations are completely warranted and I truly wish there was more I could do to leave you with a better impression of Bobs Discount Furniture.

Upon researching your account I discovered that your final refund of $1069.04 had not been processed. There are no excuses for this task not being completed or the run around you received from multiple departments, and the lack of action taken on your account reflects poor customer care. I am actually appalled by how long this process has taken. I assure you that the feeling of such disappointment is not what we strive to leave our customers with.

I have personally processed your remaining refund for $1069.04 at approximately 11:00am on 12.18.2013. The reference number within our system for this transaction is [redacted]. As your original method of payment was cash, you should expect to see a corporate check in your mail within the next seven-fourteen (7-14) business days. I cannot apologize enough for the stress you’ve endured on account of our mistakes.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I am writing this letter because of an injustice that has happened to us that we have discovered has happened to others that have purchased a Bobopedic from Bob`s furniture. On January 16 after seeing a tv show on dustmites,I decidedto vacuum our matress and when I lifted the mattress up to do the underneath,I discovered a 4 ft area of black and gray mold.I was told this have a 20 years warranty.Desired Settlement: I what my money back

Business

Response:

Good

Afternoon Revdex.com,

I

have spoken with [redacted] today (2.14.2014) and while Bobs Discount Furniture is

unable to take responsibly for mold on any mattress as this an environmental

concern, we have come to offer him a courtesy option for resolution that he has

confirmed with me is satisfactory.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I was to receive a delivery scheduled for 2/17/2014 between the hours of 12:45 pm-3:45 pm. At 4:30pm and no delivery, I called the customer service number to find out when my delivery was to arrive. I was told by a customer service representative that the GPS tracker on the truck was broken and they couldn't track the truck. They were also trying to reach the driver and would call me back with an update. After no follow up call, I called again at 6:30pm. I got the same response and was told that this is an all day delivery service. Finally, at 7:45 pm, I received a call from the delivery company and was told that "they got a late start today" and that they had 2 more deliveries before me and would call when they were on the way. At 9:45 pm, my delivery arrived. The delivery men brought the chairs into my home and didn't remove the packing material like they are supposed to do as stipulated on the delivery contract. I left 3 emails on 2/17 in regards to this situation and asking for a refund on the delivery fee. As of today, 2/20, I have not received any follow up to this situation.Desired Settlement: I would like a refund on the delivery fee and possibly a partial refund on the furniture.

Business

Response:

Good

Afternoon [redacted],

I

am truly very sorry for the terrible delivery experience you received from us, I

do understand that waiting home for several hours and receiving no direct

follow up is extremely frustrating and unacceptable. I assure you that Bobs

Discount Furniture values each one of our customers and we never intend to

cause such disappointment.

I agree with you fully that your delivery fee should be refunded

as an apology from Bobs and I have processed this paperwork for you today

(2.26.2014). In order to get this financial transaction refunded to you, I will

ask that you please contact the Bob’s Store you originally purchased from and

have the credit card you originally used to pay handy. I have left some further

instruction for you below:

-Anytime after 10am and before 9pm Dial ###-###-####.

-Press the number one (1) on your keypad when you hear Bobs voice.

-When the office person picks up explain that you are calling to

get a refund processed to your credit card and provide them this order number: [redacted].

-At that point they will take the credit card information from you

and complete the processing.

I

apologize again for the multiple failures and poor customer care experience you

have endured and I do hope that you have many years of joy using your counter

chairs.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a $1,leather couch in May of at the [redacted] StoreI was convinced to buy this particular piece because the sales staff told me it was the best constructed couch in the store (at that time)I was also persuaded to purchase the GOOF PROOF to warranty the couch for years against any damageThe GOOF PROOF was 10% of the purchase price so it cost me another $I also paid $for delivery and tax of courseNot an issue for me as long as I get a quality productFast forward years and the couch is slumping in the middleI also scratched the corner by moving it around the houseNaturally, I called Bob's hotline to submit a warranty claim, since the GOOF PROOF is valid for yearsMy first call customer service told me I didn't have the GOOF PROOFI replied saying I'm looking at the receipt and authorization on my credit cardShe said she would call the [redacted] Store and put me on holdShe came back on the line and told me the Manager of that store would call meOne week went by and I never got a callI called again and talked with a gentleman who told me it didn't appear I had GOOF PROOFI told him the same thing, I agreed to purchase it, I bought it, and I paid for it when buying the couchHe said something looks strange and he couldn't understand, he would need to submit to a "GOOF Specialist" and they would call me within a few daysHe then said "if they don't call you then call back again"I've had it at this point, I've spent hours on the phone with the bank and Bob's trying to get my couch repaired or replacedThis has cost me many hours of my time and my "high quality" couch is slumping and scratchedI feel like I've been taken advantage of and not treated with any priority, even after numerous phone callsI even supplied the bank info that took me hours to obtain.Desired Settlement: This was a simple warranty claim and now it's turned into a nightmare for my familySince Bob's has given so much resistance on my warranty claim I'm requesting a refund or a replacement couchThis would satisfy my warranty claimThank you
Business
Response:
Good Morning Revdex.com,
I reached out to [redacted] by phone and email todayI am eagerly
awaiting his response through either of these channels so I can help him solve
his concerns on a more direct basis
Please see my email (below) to [redacted] this morning (5.22.2014):
From: [redacted]
Sent: Thursday, May 22, 9:AM
To: '[redacted]
Cc: [redacted]
Subject: In response to your Revdex.com claim: [redacted]: Bobs Discount Furniture
Good Morning [redacted],
My name is [redacted] and I work for Bobs
Discount Furniture as a Corporate Customer Care LiaisonI have just finished
leaving you a voicemail with my information and if your open to it I’d like the
opportunity to help you directly in resolving your concerns
Please give me a call or respond to me
through email and I am so sorry for all the frustration you have had to deal
withIt should never take this long for any of our valued customers to receive
recourse
Thank you for your time [redacted] and I look
forward to hearing back from you,
Thank you
for the opportunity to make it right Revdex.com,
Bobs
Discount Furniture
Customer
Care Corporate Liaison

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: I purchased living room furniture from Bob's furniture store in [redacted], NJThe furniture was suppose to be delivered on Friday 11/However the deliverymen stated that the furniture would not fit in the staircase and took the furniture back to the warehouse I contacted the salesman that sold me the furniture who apologized and reschedule my deliveryI later received a phone call from corporate stating that the deliverymen showed them a picture and the furniture and stated Bobs was not going to redelivered the furniture because the furniture would not fitI had to go to the [redacted], NJ store to pick up my furniture which I was now told would not be all pcs of furniture I purchased because customers receiving delivery are priority and my ottoman was going to another customerSo I picked up the pcs my sofa and chaise and brought them homeThe same couch the delivery men said would not fit in the staircase or my apartment is now sitting in my living roomI not only had to rent a [redacted] and pay tolls on the NJ turnpike and Goethals Bridge as well as pick up a partial order of furniture that I worked hard to pay forI had to pick up my partial order under dangerous travel conditions on 11/(snow and heavy rain mix) because Bobs furniture store employed lazy deliverymen that did not want to carry my couch up the stairsI also took pictures of my family member and friend carrying the undelivered furniture up the staircase and into my apartment as well as pictures of the furniture in my living room.Desired Settlement: I would like a refund of the [redacted] charges (127.96) as well as the tolls paid ($r/t NJ turnpike and $Goethals Bridge) a total of $for furniture I had to pick up that should have been delivered on my scheduled delivery date I would also like Bob's to deliver the ottoman I did not receive because they gave it to another customerNow they want me to pay more tolls to pick up my ottoman on another date
Business
Response:
Good Afternoon Revdex.com,
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandiseI can certainly empathize to our customer's
point of view in this matter however it is also important that we consider our
delivery team's point of view during this interaction
It does not benefit our delivery team in any way to not
deliver merchandise they have on their runOur teams are compensated by stops completed
and when a stop is coded as a ‘no fit' it is viewed company wide as a negative
mark on their abilitiesAlong with now having to work around that merchandise
for the rest of their day (this was only the team's second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the dayIt is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairsAgain, not delivering merchandise is more of a
hinder than a help to any driverWe do not feel our drivers would ever purposely
elect not to deliver product
We stand behind our delivery team's determination that there
may have been damages caused to the merchandise or to the building by making
this deliveryAs a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer's apartment building during the pick upIt has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer's perception of what occurred during their
own transit of the productWhile we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this dayAs a business we do not deny that by our customer's assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to usThis is a fair and even resolution for such an occurrence
We have already offered this customer a further form of
apology
Our records indicate that as of our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it's a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location
We apologize to our customer again for the frustration and aggravation
this process has caused

Review: I bought a chair from Bob's in January 2013. I bought a 5 year [redacted] warranty. The fabric is ripped/torn/punctured on the foot rest.

The company refuses to honor their warranty and has given me a run around after multiple calls and 2 visits to the store where I bought it.

I have located the original receipt, warranty and the sales rep's business card. The fabric warranty: "rips, tears, cuts, burns & punctures" for 5 years. The fabric on the foot rest is ripped/torn/punctured and needs to be replaced.

I have provided pictures, made multiple phone calls and got a run around.

The store manager [redacted] attempted to help, however, I was sent to their call center where I got yet another run around.Desired Settlement: Honor your warranty and repair the chair. If they won't honor their warranty, I will pursue a refund of the original purchase price and [redacted] warranty.

Business

Response:

Good Afternoon [redacted],

I apologize that you are experiencing any dissatisfaction with

the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with

your merchandise.

[redacted] is known as their parent

company) is a third party company and we have, for many years, experienced a

vast amount of approved claims through this third party company. Our customer’s

are usually very happy with the outcome of their reported claim and based on

the price they paid for the coverage our sales associates and sales managers

would have no reason not to boast about the extreme value the protection plan

carries.

We provide a general flyer at the time of

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

plan, accidental coverage applies to a single instance of occurrence, and the

document further encourages the consumer to read their full plan documents for

a more detailed list of exclusions. As the manager of the plan, [redacted] is

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

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

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

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

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

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

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

the complete plan or not and we see no reason not to trust that [redacted] is

continually sending these documents as many claims for coverage are routinely

approved.

In your specific scenario our records do

reflect that photos you provided were reviewed by the highest levels we have

available in our Ce Technician Departments. The photo review

did not depict that the item would be repairable by sending you a technician

alone and regretfully any warranty coverage you had with Bobs Discount

Furniture directly expired nearly one year ago. Your account does not depict

any previous reports of concern with your warranty period and as a business we are

directly liable for coverage within the one year guarantee for factory defects

we express on our sales invoice.

Due to [redacted] being a third party company

we are unable to offer resolutions for their coverage plan or overturn denial choices

they have made and I am sincerely very sorry that there is no recourse that

Bobs Discount Furniture can offer regarding your recliner.

Should you feel that for some reason the

plan was misrepresented to you during the sale period (2 years ago) and wish to

cancel the ‘[redacted]’ protection plan and receive a refund on the cost you

paid us for it ($49.99); we will offer to refund that to you via a corporate

check that would take approximately 7-14 business days to arrive to you once

the refund request has been submitted.

I look forward to hearing back from you via

this Revdex.com channel you have opened.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl ... Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely,

Business

Response:

Hello Brian,

As stated in

my previous response the [redacted] records indicate that you reported the

following:

“Cust states its wearing out, from normal

use.”

This is

clearly not a report containing an accident and you have made no effort to

advise our company of what accidental occurrence caused the damage on your

merchandise to occur.

At this time

we apologize again that your claim is denied and stand behind the courtesy

resolution we have already offered you.

Thank You,

Bobs Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,

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.