Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustration

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

this complaint.

Our records indicate that as of 4.01.2015 the customer’s

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

We thank our customer for bringing this concern to our escalated

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

improve our business overall.

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

Business

Response:

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

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

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

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

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

of their delivery.

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

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

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

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

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

case to work above our normal compensation guidelines and policies.

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

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

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

action is required from the customer at this time.

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

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

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

expedited quickly on their behalf.

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

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

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

the accidental protection plan is offered thru Guardian.

We provide a general flyer at the time of

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

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

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

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

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

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

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

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

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

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

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

continually sending these documents as many claims for coverage are routinely

approved.

Guardian Protection Products is far from “sketchy” and

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

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

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

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

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

place to keep all resolutions fair for all customers alike.

To move forward please advise the customer

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

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

ensure our request is specifically notated:

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

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

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

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

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

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

the accidental protection plan is offered thru Guardian.

We provide a general flyer at the time of

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

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

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

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

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

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

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

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

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

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

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

continually sending these documents as many claims for coverage are routinely

approved.

Guardian Protection Products is far from “sketchy” and

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

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

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

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

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

place to keep all resolutions fair for all customers alike.

To move forward please advise the customer

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

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

ensure our request is specifically notated:

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

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

- 1 Picture that

clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and respond

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

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Consumer

Response:

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

Business

Response:

Hi Ashley,

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

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

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

alike.

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

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

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

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

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

company.

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

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

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

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

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

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

business.

I respectively ask again that you post your photos so the

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

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

As listed in the original response:

To move forward please advise the customer that we

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

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

request is specifically notated:

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

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

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

-1 Picture that clearly

shows the damage marks at a distance

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

resolution we may have to offer this customer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Hi Ashley,

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

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

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

alike.

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

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

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

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

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

company.

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

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

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

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

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

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

business.

I respectively ask again that you post your photos so the

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

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

As listed in the original response:

To move forward please advise the customer that we

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

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

request is specifically notated:

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

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

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

-1 Picture that clearly

shows the damage marks at a distance

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

resolution we may have to offer this customer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the duplicate charge

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

A member of our Customer Care Management Team spoke directly to

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

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

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

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

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

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

concern presented to us within this complaint.

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

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

7.24.2015.

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

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

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

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

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

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

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

applying empathy and accepting responsibility for a customers concern.

We offer any type of additional apology in the form of a Bobs

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

of earning our customer’s trust back and proving to our customer that accounting

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

to be the 15th largest furniture retailer in the U.S. We also wish

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

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

amount. Should the customer wish not to provide us with another opportunity to

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

several cash and carry items that can be taken from our showrooms or pit locations

as our free gift of apology with use of the gift card.

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

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

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

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

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

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

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Morning Revdex.com,

We responded to the concern directly to this customer’s

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

Regretfully there is no record of

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

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

from nineteen days after delivery. In an

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

of today 7.28.2015 and following all normal property claim processing

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

allegedly caused this damage.

We assure the claimant that their concern as reported on

7.27.2015 has been correctly filed with the third party trucking company

involved and we will ensure the obvious coaching concerns presented are

addressed accordingly.

As this property claim is being handled by the trucking company

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

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

fair chance to process resolution on their claim prior to Bobs Discount

Furniture asserting ourselves into a situation where it is most likely

unnecessary.

I have personally ensured that the trucking company involved is

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

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

Revdex.com.

Should the customer wish to speak with the party directly handling

their claim I have listed the appropriate contact information below:

Office

Administrator

[redacted] Companies

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

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

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

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

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

Our direct records show no indication of

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

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

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

We again apologize that the customer didn’t receive the

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

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

do so.

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

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

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

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased 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 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 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: Complaint/Consumer Information [redacted]

Business Information

Bob's Discount Furniture [redacted]

Complaint Summary

Complaint Type: Consumer to Business Complaint

Nature of complaint: Refund / Exchange Issues

Problem description:

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

Desired Resolution: Store Credit

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

Business

Response:

Good Morning Revdex.com,

I certainly

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

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

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

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

customers were met with so much disappointment during such an important

purchase.

I further

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

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

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

as ‘[redacted]’).

The

customer entered into several agreements for compensation with us directly

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

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: 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: 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: FIRST VISIT TO BOB’S STORE/ Sunday, 1/25/15, Purchased, In Store, One full box spring and mattress, One full sized bed frame

SECOND VISIT TO BOB’S STORE/Sunday, 2/22/15 We spoke with Staff and explained what went wrong at the delivery and to report that I had been injured. We chose a queen mattress and bed frame, as that was the only display bed that fit properly. We also purchased a new lamp, at that time.

FIRST FAILED DELIVERY/Saturday, 2/21/15 The delivery men took our old mattress…..which was still very nice. We gave away the old frame. Upon inspection, we noticed that there was a 2 inch gash on the side of the top mattress. The bed frame was over 2 inches wider than the mattress, on each side, adding up to over a 4 inch gap. I have a brain injury that limits my vision and balance at times. I explained my safety concerns. I fell getting up during the night, as my foot became caught between the mattress and the side rail of the frame, causing me to twist my ankle and foot. We called right away with our concerns, and then went to the store again, the day after delivery. We explained that we had no intention to consult a lawyer at this time over my injury.

SECOND FAILED DELIVERY/ Wednesday, 1/25/15 Delivery men picked up damaged bed frame, and left the mattress and box spring on the floor. When opening the new bed frame, we all noticed a chunk of wood out of the foot board. The back of the box spring was ripped off, as well. The top of the box spring was also slashed. We had no choice but to sleep on the floor with the damaged box spring and mattress. The delivery men took away the damaged frame. We spoke with the store on the phone, as I was very upset to be sleeping on the floor.

THIRD FAILED DELIVERY/ Saturday, 2/28/15 The company delivered a new bed frame, but forgot the new box spring mattress. The bed frame was defective…….AGAIN! Just like the last delivery. It has a four inch scratch on the side rail. I spoke with the store again. We were inconvenienced a third time by having wet water and snow tracked up and down the stairs on our light beige carpet, into our room. It was a mess, and we still do not have what we purchased from the store.

FOURTH FAILED DELIVERY/ Wednesday, 3/4/15 A new box spring was expected, as well as a non damaged bed frame. The new box spring and bed frame were scheduled to be delivered between the hours of 12 p.m., and 4 p.m. So…..I cleared my whole afternoon for the delivery and spent the morning getting the room prepared for the delivery with towels on the carpets.

At exactly 11:15 a.m., the door bell rang. It was the delivery man from Bob’s Discount. I had just finished preparing the room and gotten out of the shower, and was not dressed. I asked why he came so early, and why he did not call to let me know. He was 45 minutes early! I asked if they could wait 15 minutes, and he said no. But, the man then said…… “Ummm, the bed frame we had for you is damaged, so we don’t have your bed frame. That would mean a fifth delivery of the bed frame.

I was in such shock, and my daughter just burst out in laughter over the ridiculousness of the whole situation. The man went back to the truck. He was the one driving. Now, I have a long driveway and lots of close neighbors. I screamed out to the other man who had stepped out of the truck……. “Can you please come to my door?” He lit up a cigarette, and turned his back on me in disregard for my request. No matter how much I called out to them to come to my door to figure out what to do next. They would not come back to my door.

I did not feel it appropriate for me to raise my voice so he could hear me all the way out to the road, and where all my neighbors could hear. I was so embarrassed. So I called the man a third time, and said…… “Sir…….PLEASE can you come to my door so I can discuss this with you?” He said with a cig hanging out of his mouth…. “right….they’ll call ya.” (Like some kind of thug that beats on women) So they sat out there a while, and since they could not make the delivery, or wait………..even though they were almost an hour early, I told them to just get out. I was on the phone crying to my husband, and was going to call the police, because I don’t know these disrespectful men. I am afraid of men who are rough in appearance and action. Bob’s never called me like the men said they would.

My daughter and I tried every number possible, but Bob’s did not and would not answer any of the numbers. I was told the week before that the store flagged us, but that was for them to take care of the matter. Instead, we found out that flagging us meant that they will not respond to our calls. It was one hour of being put on hold on the phone, yesterday, before we gave up. We are done. I lost my old bed; I injured my left foot and have been very shaken up emotionally from such disrespect and bad business ethics. We don't know what to do. So, we will go to another furniture store that is approved and start over. We have great credit, so we will have no problem. We could also pay cash. However, we need Bob's Furniture to take away the damaged goods...........which is difficult, when they will not answer the phone. We will have to drive there in person.

The white delivery truck on the fourth botched delivery had the number [redacted] on the side facing me from where they were in the road. I have pictures of each botched delivery.



I TRULY HOPE THAT THIS DOES NOT HAVE TO HAPPEN TO ANOTHER FAMILYDesired Settlement: We still do not have undamaged furniture. The delivery men were rude. The store is not responding. We are going to another accredited store, and want Bob's Furniture to call us to set up a date to take away the damaged items.

Business

Response:

Good Afternoon Revdex.com,

I feel terrible and extremely embarrassed after reading about this

customer’s experience with us. I

don't blame our customer for being very upset with us and on behalf of Bobs

Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this

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

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

our customers were met with so much disappointment during such an important

purchase.

The

comments regarding the service received by our delivery and customer care teams

are very important to us. We want customers to love shopping with Bobs, so this

report of such a disturbing experience with our associates and merchandise is a

serious concern for us. It is inexcusable for anyone to speak to or act towards

a customer in an impatient way during any delivery or customer care interaction.

I know it is upsetting when someone who should be serving you is disrespectful

and we do hope our customer will accept our deepest apologies. We have begun

addressing the obvious coaching concerns our customer has brought to our

attention within our staff and will take appropriate action.

Our records

indicate that we were able to successfully deliver and assemble a bed for our

customer as of 3.12.2015. We have also provided our customer with a further

form of our apology by refunding the original delivery fee paid to us.

I truly

wish there was a way I could undo what has been done and I apologize again for

the appalling impression our customer has been left with of our company. Our customer has our pledge to maintain the

quality of all our customer interactions at every level and we truly thank our customer

for reporting these incidents to us.

Kindest 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.

Sincerely,

Review: I purchased furniture from Bob's with a goof proof warranty plan and the furniture was deteriorating from the start. I have been told twice that my claims have been denied when I have a 5 year plan.Desired Settlement: I would like my furniture replaced or a partial refund of the money I spent.

Business

Response:

Good Morning [redacted],

I am sorry to learn of your disappointment in the Goof Proof Plan

you purchased. Based on the information you posted in your complaint I am not

able to see how the plan has failed you.

In

example:

You listed

that the problem occurred 5/1/2013 and your account shows that the plan (thru

Guardian –Claim # [redacted]) replaced your loveseat on 07/16/2013. This claim was

related to a puncture from keys and/or a barrette on the loveseat.

Per the terms

and conditions of the plan, the protection was used up on that loveseat with

the replacement and your account does not show that you repurchased the plan

again on your new loveseat delivered on 7.16.2013. I have attached the Guardian

Terms and Conditions page for your plan and encourage you to read the “Liability

Section” that discloses the one time replacement is the full liability of this

plan.

I located an additional claim you made thru Guardian for the

replacement loveseat in 2014. On this claim you indicated that an air conditioner

was placed on the arm of your loveseat and when lifted the air conditioner tore

a piece of the loveseat away. This claim was denied not only because you have

no active protection on the loveseat (due to the replacement) but also because

the pictures you sent to Guardian do not line up with the damage you allege to

have occurred by their standards. At this time I truly apologize that we are

unable to overturn a denial when there is #1 - no protection active and #2- the

cause of damaged disclosed doesn’t align with the evidence provided. I have

also included an attachment with these photos for Revdex.com’s review.

At this time, given all the facts listed above, the best courtesy

offer for resolution we can make is to provide you with a Bobs Discount

Furniture Gift Card for 30% based off your original cost of this loveseat. This

gift card would = $119.70 and could help you toward the purchase of a new

living room piece.

Please advise us via Revdex.com if you would like to accept this offer

and if so we will have the gift card mailed out to:

Within 7-10 business days following our receipt of

your response via Revdex.com.

Thank You,

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 on [redacted] in [redacted] back in 9/2015. My furniture was set up for delivery on 10.10.15. The delivery truck could not find parking in the morning of my delivery so the contact center in connecticut set it up for delivery by end of business day. I spent a whole day home and the delivery never showed up that day because of a mis communication with the warehouse. So now I had thrown out all my old furniture and had no bed to sleep on and my furniture would not be delivered until tuesday 10.13.15. After having to take another day off my furniture was delivered and seemed to be incomplete. The sales associate from the store when making the purchase told me all I need was a matress for the bed as it is a box bed and no bed srpring is needed. Which is false the bed was delievered and there is no foundation so therefore no support for the matterss and again I am left with no bed. I contacted the sotre and they apologized for the sales associates mis information and processed an order for a split queen box spring without charging me for delivery. delivery for the box spring was set for 10.17.15. Again I get a call from the call center who stated that the items never made the delivery truck due to an error. So again I am left with no bed and am making payments of a bed that I can not even use. whenever I call the store they tell me its not therir issue and to call the call center. when I call the call center they tell me to cal the store. No one accepts resposibility for the mix up. I have since cancelled my order with the store for the split box spring. But this is not a way to do business. It is going to 2 weeks and I have no bed and a $700 matterss that I can not use right now.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies for the concerns our

customer experienced with delivery.

While we further apologize for any confusion that may have

been present at the time of sale, I have included a photo of the bed purchased

for reference. The bed is styled so a foundation is a customer choice and the bed

can be used for its intended purpose in the condition it was sold/delivered.

We certainly take responsibility for the confusion present

at the time of sale and made an effort to make the customer’s concern right by

applying a $50.00 gift card to the account (which was to be used with the

foundation purchase). As we have clearly failed our customer in getting this

foundation to them, we do acknowledge their reasoning for canceling the pending

purchase all together and feel terrible about continually letting our customer

down.

The $50.00 store credit is still available in our systems

for the customer and if the customer is willing to give us another chance and

re-instate their sales order for the foundation we can offer to apply an

additional $50.00 Bobs Discount Furniture Gift Card to the account and still

cover the cost of the delivering the foundation at no charge to the customer.

We apologize again for the poor experience our customer has

endured and thank them for posting thru this channel so that we have some

opportunity to make it right.

Kindest Regards,

Stephanie A. G[redacted]

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 will accept the additional $50.00 to my account. But I need to make sure there will be no problem with delivery as I have lost a total of 3 days of work due to delivery issues. So If you credit my account the additional $50. I will take the total $100 credit and go to the store and purchase my frame.

Sincerely,

Review: A recliner was purchased and delivered on November 4, 2015 at the [redacted] location. Within 2 weeks the operation of the recline mechanism was detected and customer service was contacted. A repair technician came to my home on November 25 to investigate and he indicated that a plastic component broke on the motorized recline mechanism. I contacted customer service on December 1 and was told that the technician determined that it was not a manufacturer defect. The stated that they had no recourse available to me initially. I protested because the recliner was used for it's intended use and therefore no damage was caused by me. They offered a merchandise reselection however the entire purchase price including delivery charges and tax should be credited as the recliner was not designed performing for it's intended use if the plastic piece broke. There was NO disclaimer on the furniture or presented by the sales representative limiting the use of the recliner. I request a 100% refund of all monies paid.Desired Settlement: bob's should refund the entire purchase price including sales tax and delivery charge.

Business

Response:

Good Morning Revdex.com,

While we apologize that the

recliner purchased has failed to support the needs and intentions of our

customer we have followed the ‘Service Policy’ as provided to the customer at

the time of sale (also commonly signed as agreed to by the customer) and

already offered to work above and beyond that policy.

As indicated by our Service

Policy and the below link we provide thru our website (see Qs 1-3 specifically)

even if we fully agreed with this customer that they experienced a factory

defect our business is not responsible to refund the purchase price of the

item, let alone the delivery fee associated with that service that was

successfully completed.

As a one time extreme courtesy we will agree to work

beyond our policies again and provide

the customer with a refund for the price paid for the chair once the chair

has been successfully returned to our distribution center (Cost of chair =

$399.00 + any applicable sales tax). The customer is welcome to contact our

Customer Care Office (###-###-####) to schedule a date when we may come remove

this chair from their home. Please further inform the customer that they will

need to provide us with their original credit card number as well so that the

refund can fully be processed back to them once the chair has returned to our

inventory.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaisons

Consumer

Response:

Review: [redacted]

I am rejecting this response because the seller gave an implied warranty of fitness for my use of this recliner. Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year. The seller agent (repair technician) has stated that the item is not suitably engineered for me. Seller then said they would apply a credit for reselection of an item which may better suit me. An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purpose.

Review: Ordered approx. 17k worth of furniture from [redacted] Was promised top notch delivery, delivery was late, left trash, gauged my stair case, and poorly /wrong assembled furniture. Not all furniture promised was delivered and wrong items sent. Went back to store and was promised it would get rectified and even ordered more furniture. Promised delivery date (in which we took off work) came and went and when called was told we weren't on delivery schedule, yet we had the paperwork to prove it. Manager said it was blocked but could not answer as to why. Was supposed to have answer by 1, manager left without communicating final verdict to us. Furniture delivery on third time, still did not have all our promised and paid for items and more damaged items. Again, trash left, etc. Went to store to demand answers and again nobody has them and they can "email" higher ups. Demanded floor model and was told no. In fact, was asked to leave the store. Long story short 4 botched deliveries, wasted time off from work, aggravation, money taken out of my account, and still do not have all the promised product. Offered to compensate with some money off, but all we really wanted was answers and our furniture. We have had to cancel two events in our new house due to this as well. After telling people in the store our issues, they all of a sudden stated it's on back order, but that info was never relayed before and all receipts do not reflect that.Desired Settlement: An apology letter, more compensation, and our furniture in completion

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries and un- honored agreements have

caused to our customer. We can certainly understand the customer’s frustration

with us and acknowledge the reasons why the customer feels they are owed

something additional after their concerns have been resolved.

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 have resolved the original concerns

and delivered the customer the merchandise expected in good condition.

In researching this customer’s account I

see that we have already taken major

steps beyond our normal policies to address our failures and compensation

requests with this individual directly. Working beyond a structure that is set

in place for all customers alike is a retailer’s way of adequately accommodating

a customer who we have clearly taken responsibility for disappointing.

Kindest Regards,

Stephanie ** G[redacted]

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.

However, they did not take major steps to resolve this, they gave us a little discount but did not compare to the aggravation and missed days of employment. Furniture still had to be repaired even after the last encounter!!

Sincerely,