Bob's Discount Furniture

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 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 purchased a couch from Bob's Discount Furniture on 11/21/15. At the time I was sitting on the color couch I wished to purchase. The sales representative (Bianca) entered the incorrect color couch in the computer when registering my sale. When she showed me the order and asked me to sign I questioned the color of the couch listed (java) as sounding brown when I wanted the beige couch. She assured me it was correct. Fast forward to the delivery day and sure enough, it was the wrong the color. I then had to call the customer care line to schedule delivery of the correct merchandise and was told to call back once the correct merchandise was delivered to discuss a refund of the delivery charge ($60). This meant that a) I didn't have the correct couch and b) I had to adjust my schedule to be home for a 2nd delivery. A huge inconvenience. On 12/18/15 I called the customer care line back to discuss the refund and was told that the only person who can authorize a refund of the delivery fee is the store manager and that the manager should have already noted the refund in the account when the order for the correct merchandise was placed, but that it was not noted. I was told to call the store. I called the store on 12/18/15 and spoke with Mike who identified himself as the manager. He told me there was nothing he could do about refunding the delivery charge but he did offer me a $25 gift card to Bob's Discount Furniture. In no way, shape or form does offering me a gift card that is so significantly below the value of anything that could ever be purchased in that store appropriate compensation for the inconvenience of having to leave work to be home for a 4 hour delivery window. I do not for one minute believe that the store does not possess the ability to refund me the $60 delivery charge for the inconvenience caused by its staff. It is entirely unacceptable if the store's only means of recourse in a customer complaint is to force an unsatisfied customer to spend more money at that store by only offering minuscule amounts of store credit.Desired Settlement: To have the $60 delivery charge refunded

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the inconvenience our

sales failure caused our customer to experience. While we can certainly

acknowledge the frustration this concern has caused our customer the service of

delivery paid for was completed successfully. Our responsibility to our

customer is to make the failure we caused right, thus honoring our original

promise to deliver them the product that they selected. We made our mistake

right and the correct merchandise shows as delivered on 12.4.2015. Albeit the

wrong color, the customer was not left without furniture to sit on in the

interim it took for us to correct this selling mistake and had the customer

made us aware of a need for a special delivery accommodation (date or time

frame request) I’m certain that our Customer Care Team/Routing Department would

have worked to honor the request being made made.

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

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

importance of earning our customer’s trust back and proving to our customer

that writing an order incorrectly is 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 provide a package of 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 outlet locations as our free gift of apology with

use of a gift card. Yes, there are plenty of items available for $25 or less

and the amount in which any business deems fair and adequate to compensate a

customer is the internal discretion of that business.

We apologize again for the failure of our sales person and can

upgrade our Bobs Discount Furniture Gift Card offer to $60.00.

Review: I bought a sofa and the goof proof plan on the sofa. I attached pictures so we can get a replacement. They wrote back saying it's from a pet which is incorrect. When we were moving it got scuffed.Desired Settlement: I would like a replacement of these items or store credit for new items.

Business

Response:

Good Afternoon Revdex.com,

I

apologize that the customer is experiencing any disappointment with the terms

and conditions of their protection plan however I am unable to proceed further

without seeing the pictures that are referenced in this posting.

The

customer’s account shows that one of one of our Goof Proof Liaisons has already

responded to the customer’s concern directly (via email on 12.02.2015) advising

why we are unable to provide recourse to this request & providing a copy of

the [redacted] Terms and Conditions associated with the accidental protection. If

the customer would like to have the pictures reviewed another time (and within

this mediation channel) please ask them to submit the photos in reference within

their next response to us.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaisons

Consumer

Response:

Review: [redacted]

I am rejecting this response because this is NOT from a pet. I'm not sure where you got this idea from even. This was scuffed from moving. As it says rips and tears ARE covered. I would like a replacement OR a credit in the amount we bought it for in July 2014. Please see images.

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: Purchased a couch and loveseat little less then a year ago, and the salesman was pushing their goof proof protection so asked hime numerous times that god forbid the dog chews a hole in the couch is it covered, he told me yes. So I recently had a problem with the seam in the back of the loveseat splitting so I called numerous times to try and get some one to take a look at it but they expect someone to be home all day which is impossible because my wife and I both work. We finally arranged it and in the time they were supposed to my dog decided it would be fun to start taking the stuffing out of the ripped seam and intern started chewing where it originaly split. So the guy comes looks at it and I explain what had happen and he tells me I will hear from someone the following day, a couple days pass and nothing so I call them for them to tell me they are going to switch me over to gaurdian who will take care of it because it wasn't a defect (which It originally was) so speak to someone at gaurdian and they tell me its not covered and there is nothing they can do. So pretty much the sold me some thing that is useless to me. I even went to the store today to see what they can do and they called customer service and the women pretty much told me there is nothing she can do because the door chewed it after their salty product ripped!Desired Settlement: exchange or money back for the goof proof

Business

Response:

Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof plan. I apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a single incident, when properly reported. Seam separations are covered under the one year manufacturer warranty through Bob's. When we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos). Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August 2014. Your claim was denied as none of the reported damage is covered under the plan. Damage resulting from the teeth, beak or claws of an animal is not covered. Prior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November 2014 and March 2015 with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected area. At your request, I will cancel and refund the plan in its entirety. You should expect to receive a refund check within 10-14 business days.Bob's Discount Furniture truly appreciates your business.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the seam separated and it's impossible to get anyone there in a timely manner to look at it so the dog found the stuffing and started pulling it out and chewing on it all because of a separated seam which is a defect, it's not my fault the hours u expect someone to be home are ridiculous and we couldn't find a good time. By the Time we did the dog started pulling out the stuffing and chewing on it!! Just send my refund and I'll never shop there again.

Sincerely,

Business

Response:

Good Afternoon Mr. [redacted],Your refund check was processed on June 5, 2015 and I expect that you will receive it within 10-14 days. Although there is animal damage, if a seam separation was present, I would have gladly arranged for a technician to repair it on a best effort basis.I apologize that you remain dissatisfied.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Yes I received a check for 106.99 when I paid 199,99 for the service. What's the excuse for that?

Sincerely,

Business

Response:

Mr. [redacted],I have attached a copy of your original sales invoice, which reflects $99.99 was paid for the goof proof protection. If you have any documents that reflect $199.99, please forward them to me so that I may correct your refund amount.Thanks[redacted]

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 purchased a leather dining set Dec 2013 from the [redacted] location. We also got the Goof Proof Plus Plan. In September I noticed cracks and peeling occurring to one of the chairs. I contacted Bob's and have been getting the run around. I was asked to send pictures, however, I have not received a response.Desired Settlement: I want my chair replaced as promised by the Goof Proof Plus Plan.

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture, I have researched your account

and our records indicate that we sent a response to your email on 10.13.2015

after reviewing your photo submission.

Goof Proof Plus is designed to provide coverage against most in home accidental

damage and any manufacturing defect as deemed so under our Service Policy;

cracking or peeling on the material make up of your chairs is not covered by

Goof Proof Plus and is commonly viewed as a wear and tear concern given the

amount of time the merchandise has been in your home.

I have attempted to make contact with you via telephone

today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number

###-###-#### or by email [redacted]

for further assistance on this claim.

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 purchased a power lift recliner from Bob's Furniture on 10/15/2011 (invoice [redacted]) for my father who was recovering from major surgery. The sales person at the time informed me of their Goof Proof protection and indicated that it covers everything on the chair from stains (anything from blood, urine and feces), fabric defects and mechanism defects. My main interest for the additional protection was for the power feature since that was the main feature of the chair, in addition, without it, the chair would no longer be usable. So I purchased the Goof Proof Protection for an additional $69.99.

In January 2015 the power switch stopped working; I called Bob's furniture customer service number and they sent a repair service man to my location and indicated it is the switch and that it would cost $75. We told the repair main that it should be covered, he indicated that it is not and that the later Goof Proof Protection plan would cover it but not the one I purchased. I didn't have him repair it and I called Bob's customer service back and they indicated the same that it was not covered and then offered to meet me half way and said they would take $20 off the part - which $20 is not meeting me half way. I asked for a manager to please call me back so we can discuss this because as of now the chair is unusable and is in the corner of the room. No one called me back. I then went to Bob's furniture in person and asked for a manager; the person behind the desk offered to help and called a different number and indicated that they would only charge me $20 for the repair - so I agreed and they said someone would call me; no one called me and then when I called again, I was told that was in error and that the part is $75.

At this point no one at Bob's can even show me where it indicates on my service contract that this part is not covered especially since I've gotten so many stories.Desired Settlement: Someone to please install the $75 part on the power recliner.

Business

Response:

Good Morning Revdex.com,

I have attached for your and the claimant’s review, a copy of the

Guardian Terms and Conditions Page associated with the plan purchased in 2011.

What the customer has indicated was told to her at the time of

sale is fully factual and also

depicted on these coverage terms and conditions. I believe the customer’s

confusion is related to the fact that they are considering the part they need

to get this recliner working as the recliner’s mechanism when it is not. The

mechanism is covered under this plan however the remote (replacement part the

customer needs) is not. A hand wand (otherwise referred to as a remote) plugs

into the chair itself and is not considered part of or the chair’s mechanism. Our

business, our salesperson, and the Goof Proof Protection Plan have not failed

the customer in this scenario.

The remote associated with this chair is warrantied for one year only;

while we remain very sorry for this exclusion, our records fully indicate that

we have made a valid effort as a business to offer this customer a courtesy

discount and installation free of charge for this remote. In speaking with the

customer or the customer’s father on 1.30.2015 our Customer Care Offices fully

indicates that we were able to make a courtesy offer to discount the cost of

the remote by $20.00. There is no indication in our records that we ever

communicated selling the part itself for $20.00 or offering to meet the

customer halfway on the price f the part. Our records from 1.30.2015 go on to

show that the person speaking with us demanded to be connected to a supervisor

who approved to increase the courtesy offer to $25.00 instead of the original $20.00

off the cost of the part. The cost of the remote (that must be paid to the

vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By

offering to take $25.00 off the cost of the part the customer would owe $70.00

to get this part ordered. Our business has also already offered a courtesy installation

on the part to the customer and on 1.30.2015 the customer indicated that they

could plug this part in themselves without our assistance.

We apologize to our customer that they maintain disappointment

with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,

we have provided the most courteous offers we can to satisfy their demands. We are well within our rights as a business to

deny recourse however we have made a valiant effort to work outside of

guidelines to assist this individual.

Should the customer wish to pay the discounted cost for the new

remote ($70.00 + any applicable sales taxes) we will be able to place the

customer’s part order with the vendor after the payment has collected. The

paperwork has been recreated for the customer and will remain open in our

system until 5.20.2015 awaiting the payment. If no contact is made to us

directly by the customer to make payment on this sales order the paperwork will

be voided as of 5.20.2015. I have left instructions below for the customer to

follow to make payment. As a business we stand behind this offer as the most

fair and adequate offer we can make given a review of all facts associated with

this scenario.

Payment by phone via Credit Card (if the

customer is seeking to make payment by check, money order, or cash they will

want to physically visit our showroom location to do so).

o

Anytime

after 10am and before 9pm Dial ###-###-#### Press the number one (1) on

your keypad when you hear Bobs voice.

o

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

make a payment and provide them this order number: [redacted]

o

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

and complete the processing.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I understand that you are indicating that the part is not covered as part of the Goof Protection that I purchased; however, I would like someone to point exactly where it is indicated that this particular part is not covered? There is no indication on the paper work provided to me that this particular part is not included in the protection plan. Where does it specifically say that the remote is not included in the plan and I understand today it is part of the plan. This is the reason for my complaint and the reason why I will not be shopping at your establishment in the future.

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: 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: 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: The couch I purchased has a broken wooden support rail. Bob's sent a repair rep to the house. The rep took pictures of broken wooden rail that was cover with fabric so the rail could not be exposed & said I would hear from co. within 48 hours. 5 days later I called Bobs and they said that they did not know if it was the rail that was broken & call [redacted]. I explained that the photos taken could not show the wooden rail and the fabric had to be removed to see the problem. I asked to speak to a supervisor and he stated to me that there service "techs" go through 6 months training and know what they are doing. After a reasonable amount of time I called back to try and resolve this matter. I spoke to another supervisor and he stated to me to call [redacted] and tell them this is what happened which was a lie? I called [redacted] told them what happened and they said the product was not covered. It appears that I lost hard earned money on a bad product that cant or won't be fixed.Desired Settlement: Either refund my money, replace my couch, or come and fix the broken rail.

Business

Response:

Good Morning Revdex.com,

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

he is currently experiencing with his product. Our records indicate that this

sofa was delivered to [redacted] on 2.8.2013 and this concern was first reported to

us on 4.08.2014. At that point the Bobs Discount Furniture Warranty had expired

on the merchandise and [redacted] was granted a service at no charge by us as a

courtesy. [redacted] did purchase the [redacted] protection plan which, as its name

depicts, offers coverage against accidental concerns causing damage to the

furniture.

Our technician’s inspection results show that while he was

in the home he repaired a leg on the sofa that had been badly scratched and

inspected the frame. He found that the frame was not cracked as a result of a

factory defect as the frame had no knot where the crack occurred and the damage

was not a ‘seasoned split’. We stand behind our technicians report as if our

own eyes were in the home and while it is not appropriate for us to assume what

may have occurred to the sofa to cause such damage we felt it suitable to refer

[redacted] to the protection plan he purchased for occurrences such as this. We do

not believe that this sofa is experiencing a factory defect and the fact

remains that the direct coverage through Bobs Discount Furniture had expired

prior to this being reported to us. These two facts combined are adequate

reasons why we are unable to offer [redacted] recourse for this concern.

I have listed extreme

courtesy options below for [redacted]’s review as we do try and offer a

willingness to resolve our customer’s concerns whenever possible.

Option #1:

[redacted] believes that his item is

experiencing a factory defect and we do not agree based on the inspection we

feel was completed during the service appointment.

We will offer to provide [redacted]

with a store credit in the amount of 80%. This 80% will be based off the amount

he paid for this sofa itself. He may use this store credit to reselect and as

another extreme courtesy we will offer to cover the cost of the

new delivery fee associated with the new merchandise he selects along with the

cost of removing (and disposing since we cannot re sell it) the current

merchandise he has in the home. We will not include a [redacted] Plan credit

here as this reselection option is being offered by Bobs and not the [redacted]

company ([redacted]).

-OR-

Option #2:

[redacted] believes that his item is

experiencing a factory defect and we do not agree based on the inspection we

feel was completed during the service appointment.

We will offer to provide [redacted] with

a monetary refund amount of 40%. This 40% will be based off the amount he paid

for the sofa itself and will void any and all responsibility [redacted] feels

is owed to him from Bobs Discount Furniture for this sofa. We will also

offer to cancel and refund the [redacted] plan [redacted] purchased in its full

amount of $69.99. A monetary refund is always processed to the original method

of payment via restrictions put in place from our system. In this scenario we

would be refunding the financing account that [redacted] originally used and he

would be cut a direct check from the financing company associated with his

account.

I apologize to [redacted] again for the

level of stress this concern has caused him to feel and I assure him it is

always our intention to place our customer’s satisfaction first while keeping

in mind the importance to weigh out the needs of our business.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Option # 2

Sincerely,

Review: They lied to me about the delivery date. I took off from work and delivery was not made in full. Then they had to deliver items piece by piece on 7-8 different days, all of which I had to take off from work to make myself available for their delivery, twice of which they NEVER came.Desired Settlement: I should be compensated for the 6+ additional days I took off from work to just get furniture delivery that was promised to me in one day.

Business

Response:

Good Afternoon Revdex.com,

We have contacted [redacted] today (10.7.2014) and agreed on compensation

in part monetary form and part Bobs Discount Furniture Gift Card form. We truly

appreciate our customer’s extreme patience and willingness to work with us

after we caused so much disappointment.

We genuinely apologize that there was any frustration or

inconvenience associated with [redacted] purchase and we pledge to [redacted] that

ensuring our customers are satisfied has always been the most important part of

our business.

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.

I only wished it could have been resolved amicably prior to making a formal complaint with the Revdex.com. Regardless, I thank Revdex.com for their assistance in this matter and Bob's Discount Furniture for their willingness to reach an agreement.

Sincerely,

Review: Both my wife and I were informed by salesman Xavier T[redacted] that I would be entitled to a full refund if I was unhappy or not satisfied once the sofa was delivered. Upon inspection of the sectional, the density differs from pillow to pillow some are rock hard while others allow you to sink in uncomfortably low. The pillow backs seem as though they were stuffed by hand and have unusual lumps of padding that are uncomfortable. Upon stating my dissatisfaction I was informed via email form the office assistant that I was entitled to a re-selection credit and not a full refund as promised by my sales associate. After speaking to the manager Patty I was told she would speak to the sales person once he arrives at 1:00pm and then discuss with me. Totally deceptive business practice to "earn" a sale.Desired Settlement: I would like a full refund in the same manner and promptness as I paid. I will be without a sofa for 1-2 weeks while we pick out a new one from a more reputable establishment.

Business

Response:

Good Afternoon Revdex.com,

As of

today – 1.30.2016- I am not certain this customers desired settlement remains

the same.

Our

records indicate that they have an even exchange scheduled to take place on

2.04.2016 and have also arranged to purchase (and pick up) an additional item

from us that matches their original living room set.

Our

records further depict that we have provided our customer with compensation

(multiple compensations) and I am confident that any sales communication

concern was addressed by our retail management directly.

Our

business is currently looking forward to the exchange scheduled for 2.04.2016 and

we thank our customer for working with us directly to address their complaints.

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: August 20, 2014To whom this may concern,The week of August 11th I called Bobs Furniture Store to file a claim for the chaise in my living room. The support bar has cracked which is causing the couch to lean towards the floor. I scheduled an appointment for a technician to come out and look at it. I do not have the names or representative id numbers but the calls are recorded so if you needed [redacted] you can listen to the recorded calls. Today August 20th, at about 8-8:30am the technician came out. He told me he can fix it as best as he could. I asked him if it breaks down again will[redacted] replace the couch and he said probably not because he already attempted to fix it. When he said he can fix it as best and he could I thought to myself, he doesnt sound confident that he can fix it. So I told him I would go through the [redacted]. He made a call and put me on the phone with another representative where she gave me the number to the [redacted]. She asked me what was the cause and I told her someone sat on it the wrong way. She told me that would be considered an accident which is the only way the insurance will replace the chaise. I called the [redacted] at ###-###-#### and spoke with a representative. She told me that someone sitting on the couch the wrong way would be considered misuse of the product not accidental damage. With that being said it looks like Im out of a chaise. I dont appreciate being told by one person that it would be considered accidental and then the next person says its not considered accidental. From day one Ive had problems with Bobs. They delivered the wrong chair which by the way I had to wait for them to deliver the correct chair even though it was there fault the wrong chair was delivered. On the bottom of the chaise you can see where there was a hole in the fabric and they took another piece of fabric and placed it on top of it and two months after I purchased the set you can see where spots where people would sit . You could tell eventually that the cushions would eventually sink in. Which my guess is the frame would probably give in also after a while. This is the same spot that will touch the floor soon because the support bar has cracked. I decided to call and speak to an account manager. I was patched through to account manager [redacted] and I explained to him the situation. Needless to say it was of no help. I will never patronize Bobs Discount Furniture again nor will I refer them to anyone. The customer service is horrible and the products are long lasting. Ive only had my set for about a year and a half now. No way should I have to buy a new set so soon. They say that the insurance doesnt cover wear and tear but it should because the products dont last past a year. After reading reviews it seems like other customers are complaining about the same thing. The [redacted] plans are a waste of 129.00 for 5years.Desired Settlement: I would like to them replace my chaise.

Business

Response:

Good Morning

[redacted],

I

apologize for the frustration you have endured while seeking to use the

protection plan you purchased for your furniture. The [redacted] Plan is

extremely valuable and Bobs would never make an attempt to sell you anything

that we did not feel held the value of its price point. The simplest way I can

explain the plan to you is to state it is insurance for your furniture and does

cover incidents that occur to your furniture from accidents inside your home

(beyond normal use). Your sofa frame is currently covered through [redacted] for

five years, the reason your claim was denied was because it wasn’t reported as

the result of an accident occurring. I will most certainly follow up on the

coaching concern we have as you indicate that our Customer Care Agent referred you

to your [redacted] Plan incorrectly.

Bobs

Discount Furniture is unable to overturn [redacted] denials on this plan, your

plan is managed and owned by the [redacted] company and as it is stated in their

documents, you may cancel your plan with them directly at anytime. If you are

seeking to cancel this plan because you truly feel it is invaluable, you will

want to contact the [redacted] company directly and make this request.

In

regards to the concern with your sofa’s frame, we can offer to set up an

appointment to have one of our factory trained service technician’s dispatched

to your home. As illustrated on your sale invoice your factory defect warranty

through Bobs Discount Furniture is for a period of one year beginning on the

day of delivery. You are currently beyond that warranty period and you do not

posses valid warranty coverage directly through Bobs. I am terribly sorry that when our first

technician visited your home he lost your confidence in his ability to make a

repair on your sofa. I believe what he was trying to convey was that since you

have no warranty coverage through Bobs Discount Furniture remaining and we aren’t

asking you to pay for this repair we are able to make this repair on a ‘Best

Effort’ basis. 9 out of 10 times our technicians can repair merchandise back to

better than showroom quality and we hold a mass amount of pride in resolving

any merchandise concerns with quality services. There are exclusions to the guarantee

of workmanship because of the fact that you are not paying for this service out

of pocket and due to your warranty status being void. By disclosing this

information we are only seeking to remain transparent, honest, and fair.

Please

let me know if you would like to schedule a date for one of our technicians to

re- visit your residence and perform a ‘Best Effort’ service at no charge to

you. We offer services Tuesday – Saturday and provide you with a two hour

estimated window for our technician’s arrival 1-2 days before the scheduled

service date. You may also contact us

back at ###-###-#### (Mon –Sat 6:30a -8:00p) to schedule this new service date.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: A customer service agent, told me after me calling the 3rd day of my ownership. If I would wait 30 days. I could get a second chosen mattress delivered. With no delivery fee. I waited and called the 31st day. While away and explained my dissatisfaction with the mattress. And told them which bed I would prefer. When I returned from being away. I called to set up a delivery date. This was when I was told.. " You will pay a delivery fee " If a customer service rep working for them. Gave me incorrect information. This is not my fault as the customer. When I spoke to the manager. He said he did not know why anyone would tell me this. That is not my fault. If they're rep did not give the correct information. I tried to explain the issue to a few managers. And was told " You will pay "Desired Settlement: I would like them to stand up to they're word. And refund my credit card the money I was forced to pay for a second delivery fee.

Business

Response:

Good Afternoon Revdex.com,

I attempted to contact this customer via the telephone number she provided today (2.11.2015).

I was unable to reach [redacted] so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us.

I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation [redacted] held with us on 12.27.2015 our agent did not disclose that no new delivery fee would be charged on the new sale. The agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paid. We further researched the second call that [redacted] held with us on 1.21.2015 (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived.

As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise.

We wish [redacted] the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario.

Kindest Regards,

Bobs Discount FurnitureCustomer Care Corporate Liaison %3

Consumer

Response:

Review: [redacted]I am rejecting this response because: They tried to reach me during my working hours. I think they should try more than once. I most certainly was told, If you wait the 30 days you can save a re delivery charge.Sincerely,[redacted]

Business

Response:

Good Day Revdex.com,

We have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015).

We apologize that [redacted] remains so dissatisfied; the recorded calls were pulled and verified by myself and other members of our Customer Care Management Staff. Regretfully the information that this customer is presenting as a dispute is false as we did not verbally agree to waive a new delivery fee on the new sales order.

In terms of best business practice, we are taking back a mattress that has no factory defect concerns and must be sent to trash due to it being a used product. This is a total loss for our company and while we are happy to take on this loss in an effort to please our clients, it remains obvious as to why any business would expect a new delivery fee be paid on a brand new sales order for a new product.

On top of the evidence that supports the verbally expressed communications our ‘Mattress Satisfaction Policy’ (available online or on our customer’s sales receipts) also articulates this charge accurately (See the bold underlined section below).

MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty period.

If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our comfort guarantee. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee.[redacted]

Bobs Discount Furniture truly wishes that we could offer recourse to every customer with a concern and we apologize again that we have no further recourse to offer relating to this individual’s concern.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: We purchased a 4 piece sectional from the Bob's Discount Furniture store in [redacted] in mid-August. Our piece was delivered and left in our apartment with a section of our couch broken (unknown to us at the time the delivery). The following day, we noticed the broken piece and called Bob's. On the phone, we arranged for an exchange (we saw a piece we like better online). When the exchange came, the delivery drivers made us aware that the new pieces they were about to drop off had a manufacturing defect, and that every piece was missing stitching in the same area. We rejected that delivery and re-scheduled another exchange. This next delivery came on a weekday, requiring me to take a day off of work, and when the furniture arrived, it was minimally packaged, with the plastic covering ripped and dirt and scuffs along all sides. For that reason we requested another attempt. We were told with the next attempt that it would be inspected prior to shipment, and properly re-wrapped to ensure a safe delivery. When this attempt came, the piece had not been inspected and re-wrapped (the delivery team confirmed that to us). The pieces looked good, but in delivering, the delivery team dropped the largest piece in a puddle on the street. The piece being muddy and wet, we rejected this delivery and again scheduled a new exchange. This time, the associate we spoke to on the phone guaranteed an inspection prior to delivery. When this final delivery came, the delivery team informed us that the piece was NOT inspected, and we could see clearly that again it was poorly packaged, scuffed, torn and dirty along the edges. We rejected this delivery and were informed no other exchange could be made. Our options were 30% off of the one broken piece ($60 off of what amounts to an $800 broken couch) or a full refund. We are now without a couch, due to no fault of our own. Bob's has taken no accountability for their inability to inspect and deliver a couch that is in new condition.Desired Settlement: An acceptable settlement would be either:1. The delivery of a replacement to the broken sectional piece, at no cost, in addition to the waiving of the original delivery fee paid.2. A full exchange for our preferred sectional, with all delivery costs waived.

Business

Response:

Good Morning,

I spoke with [redacted]'s partner, [redacted] on, October 16, 2013 and he expressed his frustration and disapointment with the described delivery and merchandise issues, noted in the Revdex.com complaint.

As a result [redacted] and [redacted] canceled the order but then decided to reselect to a different set. At [redacted]'s I have refunded the $99.99 delivery fee.

Review: I tried to get my holes and peeled leather replaced and I was told they cannot repair my damages. I was never told when I purchased the goof proof plus warranty that damages done by my kids or animals making holes or picking at leather that is peeling wouldn't be covered. But, if a picture were to fall off my wall and cut my couch that would be covered. I have the warranty paper and it does state "Rips, tears, cuts, burns and punctures." I called Bob's to complain and they said "there is nothing they can do about it."Desired Settlement: I would like my couch fixed or replaced. I would also like my money refunded for the goof proof plus that is useless.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you are disatisfied with the furniture set and goof proof plan.

If possible, please forward a couple pictures showcasing the peeling and rips as well as a picture of the overall condition of the sofa and loveseat. If the damage is found to be the direct result of a defect we will discuss the option of either replacing the damage item or credit toward the purchase of something different. It is important to note that the set you purchased has a fabric content of bonded leather, which with normal use cracking and peeling can occur however, given the recent delivery of your set pictures will be helpful in determining what recourse we may be able to offer.