Bob's Discount Furniture

Review: I bought sofa from bobs furniture on november 2011.I also took goof poof 5 year warranty.after 1 and 1/2 year I have accidentally punctured sofa,but the guardian services are not ready to accept the claim.My complaint num XXXXXXX.I am looking forward for any answer.plz help.

Product_Or_Service: sofa

Account_Number: XXXXXXX

Desired Settlement: I am looking for a part of sofa to be repaired at least or replaced.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your claim with Guardian and they are willing to reevaluate the denial. You can expect that someone from Guardian will contact you within 3-5 business days to schedule a technician to assess the damage.

I am confident that this issue will be resolved to your satisfaction.

Business Response /* (-10, 6, 2013/06/25) */

Please confirm the specific furniture item needing service; sofa or chaise? Is the arm on the left or right side when you are standing facing the item?

Review: I purchased a cloth sectional from Bobs Discount Furniture August 10, 2010 with the "goof proof" protection plan which is a 5 year warrantee. I washed the cushions this past weekend and the bottoms are ripped to shreds I called in a claim under the warranty and they said it was not covered because I should have been advised to NOT wash the couch cushions. The cushions are made of microfiber and should not be ripping when washed - I have washed these before but only maybe once or twice a year I paid $1269.85 for this sectional an expect it to last over 3 years. The warannty is a waste of money and a total scam.

Product_Or_Service: sectional couch

Order_Number: invoice# XXXXXXXawcc

Account_Number: XXX-XXX-XXXX

Desired Settlement: I want my couch cushions replaced. They made a couch with material you arent supposed to wash and then never told the consumer that?! its microfiber you should be able to wash microfiber andi am very dissatisfied this couch and the cheap materials used in making it.

Business

Response:

Business Response /* (1000, 5, 2013/07/08) */

Good Morning Ms. [redacted],

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

The suggested cleaning code for your sectional is "S", which mean any cleaning product you use should have an "s" solvent base and cleaning should first be performed in an inconspicuous area; In addition any accidental spills should immediately be reported to Guardian. It is not recommended that you place any part of the sectional (cushions, casings) in a washer or dryer.

Based upon the date of delivery and reported damage, Bob's Discount Furniture is unable to offer any recourse.

Consumer Response /* (3000, 7, 2013/07/09) */

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

I appreciate the response however it does not provide any resolution, I was never told I could not wash them. There was no specific soil I just wanted to wash the cushion cover as they get very baggy on the cushions. My point is how am I suppose to know what cleaning method s equals and the couch is made from a microfiber which is from a polyester and should not be shredding from a washing machine. Bobs sent over a service technician which couldn't do anything because the whole is almost a foot long bobs then told me I could buy replacement cushion covers for $50 a piece which would equal $150 just for three cushion covers. This is the 2nd couch I have bought brand new at bobs in the last 6 years and I am extremely dissatisfied with the quality in their products next time I will pay a little more for something that will actually last more than 3 years.

Business Response /* (4000, 9, 2013/07/18) */

As a small token of our appreciation for your business, I will be happy to apply a $50 gift card to your account to be used toward the purchase of the 3 seat cushions.

Goof proof nor Bob's Discount Furniture covers general soiling and we recommend using cleaning products on a small inconspicuous area before performing an overall cleaning.

Consumer Response /* (4200, 11, 2013/07/22) */

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

Thank you for the offer but it seems that your company is missing the entire point. I dont not have $100 to spend on cushion covers. I have purchased 2 brand new couches from you in the last 6-7 years - neither were from the pit and we paid full price for both and neither of them have lasted even a couple of years. The first one had the back cushions attached to the frame of the couch and those cushions ripped right at the seams. I have given your company a lot of money and your sales representatives pressure you into purchasing this "good proof" protection every single time you purchase something and they do NOT cover anything, nothing! Even on our first couch we called due to a burn on the cushion cover and they wouldnt cover it because we said it happened over the weekend and couldnt provide them with the exact date. Really!? just because you wash microfiber cushions they should not shred and create a hole larger than 1 foot wide. As a company that prides itself on service and quality like you do, you have failed to deliver either and I will not ever purchase from your store again - ever! I'm sorry you are not able to provide with me new cushion covers I am very disappointed in your resolutions provided.

Review: I purchased a dining set online, received confirmation email. I have verified the shipping address was correct and the billing address was correct. I received a call from Bob's to schedule a delivery date and time which was fine. I received a call that they were running early and asked if I would be able to take the delivery early. I said yes. Was waiting and received another call that they were outside. I look and no one is there. They actually went to my billing address and said Oh well there is nothing we can do. I sent them the confirmation sent to ME BY THEM showing the correct information (shipping was 10 mins away) They told me I had to go to the store and correct the issue. I had no time to do that and took a day off work for this. I got absolutely nowhere after speaking to 1 manager through there delivery service that said THERE IS NOTHING WE CAN DO I WILL TRANSFER YOU TO THE STORE. The store manager said it was ridiculous and would make sure that I received my delivery and would call me back.... Never received a call, so I call her ([redacted] for the [redacted] store) She said I am working on it and will call you back..... Still nothing so I call again to find out that [redacted] actually left and resolved nothing for me. I spoke to someone else regarding delivery and they stated " the drivers have been released for the day" So no delivery. I asked to then be scheduled for this Sat. as it was not my error. They told me they would send in a request but can't guarantee anything, and I would receive a call with in the hour to confirm my delivery. Again till this time (the next day) Still no phone call!!!!!!! Haven't even been offered a discount for the inconvenience and there mess up. I will never order from here again. Buyer BEWARE. Prepare yourself for a hassle and headache.

Product_Or_Service: dining set

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I want this resolved and discounted tremendously due to lack of customer service, time off of work, and general mistreatment from there employees

Business

Response:

Please indicate which address you would like the gift card mailed to.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delivery error.

The address for delivery that was sent to our Routing department was the billing address. I apologize for the error but pleased to learn that delivery was successfully completed on, 8/24/13. As a result of our error, I will be happy to issue you a gift card equivalent to the delivery fee.

Your business is appreciated and we apologize for the inconvenience we have caused.

Consumer

Response:

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

Hello,

I do not wish to have a gift card for your store as I will not be doing business with you in the future. I would like to have that money refunded back to my card. Also after the delivery was completed and I was wiping down the table and chairs 1 chair is missing screws to the back seat portion! Which the delivery people did not inform me of and just brought it in like there was nothing missing! Also they stripped 1 screw on another chair and as soon as I sat in it the screw fell right out... Not happy with this purchase from beginning to end.

Review: The first week of September 2013, I was babysitting my nephews and they started playing on my leather couches not realizing they were breaking and tearing the leather. I called Bob's Goof Proof Plus department to report the damages and they stated that the damage is not covered by my FIVE year protection plan because the couch has multiple areas of damage. I then decided to call the [redacted], New York location. When I spoke to their customer service representative, they stated that the couch shouldn't have had that type of damage. The representative was kind enough to schedule a technician to look at the damages. On 9/11/13, a technician came to my home to look at the damages and he decided that the damages were not accidental but were wear and tear. Wear and tear is not covered under their warranty and they cannot repair my couch. According to the purchase of the warranty I purchased on 5/9/2011, I have a 5 year MANUFACTURER'S warranty and a "Goof Proof" accidental warranty. My couch is 2 years old and should not have wear and tear so soon AND the damage is accidental NOT wear and tear. I have been lied to by Bob's Discount Furniture by their customer representatives who ALL have stated that our couch is covered under warranty and should be replaced. THIS IS NOT QUALITY CUSTOMER CARE - IT'S FRAUD!

Product_Or_Service: SOFA

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I would like my couch replaced as stated in the WARRANTY PLAN that I had purchased with my couches. I paid for the " Goof Proof Plus" for situations like this. A technician cannot just "look" at the couch and make a qualified decision on damage. The technician was not there when the accident occurred.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize for any misunderstanding of the goof proof plan vs. the manufacturer warranty.

The service report provided by our Technican indicates that the damage to the sofa is the result of a defect in the craftmanship of the product, as a result, we have processed the necessary paperwork allowing you to exchange the sofa for a new one. The sofa has a fabric content of 100% bonded leather and cracking and peeling are common with this type of material.

Goof proof covers specific in home accidental damage for a period of five years whereas, the manufactuerer provides coverage against defects within the craftmanship of the product. Although the manufacterer warranty was expired at the time of your claim, we still agreed to resolve the issue in a manner which is satisfying to you, the consumer.

Review: I purchased a leather couch and love seat in June of 2013 from Bobs Furniture. The sales person told me about the goof proof protection plan and said that it covered everything and is great coverage for accidental accidents to furniture. I thought wow that's great to have I don't have to worry if anything happens so I purchased the plan for an extra $99 dollars. The last week or so of August 2013 a friends pet bit my couch by accident and made a small whole the size of a nickel. I called the service center and filed a claim to have my couch fixed, after being put on hold I was told by the lady that my claim was denied, to my surprised the goof proof plan DOES NOT cover everything. When I asked why it was denied she said we don't cover accidents from pets and I said it was an accident and it doesn't say anywhere on the plan that it doesn't cover that. She continued to tell me that it did. I looked in the plan that was giving to me and no where did it say that so I went online and looked and again no where did it say that. I called back the service center and said that I had made a claim and was denied and didn't understand why. The guy I spoke to told me that everything listed is covered and everything that is not listed I should just know its not covered. I said so when you say on your plan that you cover rips tears scratches and burns I should know that that only applies to humans? There was silence and I had to say are you still there? He just kept saying the same thing over and over it's not covered. That's unacceptable to me and very shady that you would purposely not put one the plan pets excluded. When I purchased the plan I asked is there anything not covered and they said no. I paid $99 dollars for protection thinking I would have it and I didn't. I was told to write a complaint with customer service which I did and no one ever called me and it has been about 2 weeks that just shows how much they care to resolve customer issues. I am very dissatisfied with this service.Desired Settlement: I would like them to either fix my couch or give me a refund of $99 for paying for the Goof Proof Plan and not getting the service I paid for.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if the goof proof plan was not properly or thoroughly explained to you at the point of sale.

Goof proof is designed to provide coverage against most in home accidental damage. Damage resulting from pet bodily fluids is covered however, damage resulting from the teeth, beak or claws of an animal is not. The pamphlet you were given in the store instructs you to *refer to the current [redacted] plan for complete coverage details*, * some restrictions apply*. I will be happy to mail you a copy of the plan, at your request.

If after reviewing the plan you decide you want to cancel, I will be happy to issue a refund.

Review: Dresser arrived broken, the time and hassle to replace it.

I ordered a bedroom set that was delivered on 8/24/2013, however the dresser arrived broken, the team tried to fix it but was unsuccessful so it had to be sent back. I set up the earliest delivery time available, which was 4 days later. I called to change the time because it did not work with my schedule, however I was informed that a Saturday delivery time was not available so I told them to keep the original Thursday delivery, I was told that I was all set for Thursday. I received a phone call the night before confirming my cancellation. I called Thursday morning confused as to why my delivery was canceled, I spoke to a supervisor [redacted] who was able to schedule me for Friday morning. I received a call stating my delivery window for 7:13am to 10:13am. I then received a call Thursday evening with a different delivery time because the early truck was already filled. My new time was right after I was schedule to get off of work after having already taken off Thursday for a cancelled delivery. I rushed home only to miss the delivery drivers who proceeded to laugh and taunt me. I then called numerous times to request a refund for my entire incomplete bedroom set and was informed there was a no refund policy. I could only be refunded for the dresser, which was not in my home at the time.Desired Settlement: The price of the entire bedroom set.

Business

Response:

Good Afternoon [redacted],

I attempted to contact you again to discuss your complaint but recieved voicemail. When we last spoke you stated that you were driving, couldn't talk and requested that I call you back. Please call me at the telephone number I provided on your voicemail.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have called the number back several times and left messages but I have not received a call back.

Sincerely,

Business

Response:

I spoke with Ms. [redacted] on, 10/9/13 and she explained that all her merchandise concerns have been resolved. Ms. [redacted] was seeking compensation for her experience and inconvenience; She was previously offered a $30.00 giftcard but refused. Upon reviewing Ms. [redacted]'s account I increased the gift card offer from $30 to $100.00 but she too refused that offer and demanded a $100.00 refund as she states she would not be returning to Bob's Discount Furniture. I explained that compensation is optional and when offered it is issued in the form of a Bob's Discount Furniture.

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.

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: about 3 weeks ago 3 pieces of a bedroom set + 2 end tables were delivered to [redacted]. the 2 tables were going to be used at an address in [redacted] but we had them delivered to [redacted] with the bedroom. the tables were supposed to be put together but they were not + when we opened the boxes they were damaged. bobs agreed to send a new set of tables to the address in [redacted]. the 2nd set was damaged too. after about a month we get a call at our home in [redacted] that the rest of the bedroom set, a chest + a large bureau would be delivered to [redacted] on 12-7. my wife immediately gets on the phone + speaks to [redacted] at bobs + advises her that the bedroom set needs to go to [redacted] NOT [redacted]. they assure us that it will go to [redacted]. on Saturday 12-7 they deliver the bedroom set + the 3rd set of tables,to [redacted]. my future son in law told the delivery person that the tables did belong at his home but the bedroom set was supposed to go to [redacted]. the delivery man tells him " look its on the clipboard" we find out + immediately call bobs + get the royal run-around + them blaming us. they will not help at all + tell us to call the delivery service. no help there either. hung up on, no call back, have to explain the situation to everyone we talk too. does anyone note an account about the call??? absolutely worse customer service I have ever experienced. now we have to wait till 12-14 for bobs to pick up the furniture in [redacted] + they will not bring it to [redacted]. we have to wait another month for that. the bedroom set pieces in [redacted] are in an 800 square foot house so you can imagine the inconvenience both homes have experienced. you may save a few dollars at bobs but is it worth the aggravation, upset, waste of time, sleepless nights. bobs offers no customer care at all. no compassion. horrible serviceDesired Settlement: I feel not nothing less than a half off refund would even come close to making us feel at least a little better about this company + this transaction , for lack of a better word. this was like a bad used car buying experience.

Business

Response:

Good Afternoon [redacted],

There is absolutely no excuse for the lack of care you have received during the entire process of your sale with us and I sincerely apologize for the many disappointments we have caused you and your family. I can assure you that we hold all of our customers in an extremely high regard as we realize that you are the only reason we can continue to grow. In reviewing your account I am utterly shocked at the length of time it has taken us to get just one transaction correct for you. The impression you have been left with is not one we ever mean to convey.

I completely understand why you would believe that we lack compassion and care but I promise you when it comes to your account it is the exact opposite. I contacted the [redacted] store where you made this purchase earlier today and upon speaking with the office manager she was well versed on your account and stated that she is working on your account personally and continually accessing your account to ensure we do not fail you again. It is unacceptable that you had to continually repeat yourself when speaking with us. This is an area of weakness I thank you for bringing to our attention and I have been in direct contact with our training department in regards to how we can follow up on this matter and improve as a team.

As far as picking up the TV-chest and dresser at the Westbrook address, I can certainly request that we come to you sooner than this Saturday –December 14, 2013 if you’d prefer. It is without doubt a terrible inconvenience to have limited space to move within your own dwelling, please pass my apologies to your family.

When speaking with your store in regards to the pick up date of this Saturday it was explained to me that date was chosen as a preference due to your availability; we absolutely want to cater to your needs as much as we possibly can so if your availability has changed please advise as soon as possible and I will work on getting a team out before this Saturday. Please know that anyone 18 years or older can be present for the pick up.

While it is far beyond normal procedure to do so there is no question that you should be provided a monetary form of apology from Bobs Discount Furniture for the aggravation we have caused you on nearly every level of our organization. It was the responsibility of our delivery team to assemble the original tables and you should never be subjected to so much stress when trying to furnish your residence. We are unable to further discount the product you own but I have processed a refund for the amount you paid for your delivery fee. I have placed the refund paperwork for the amount of $212.69 into our system, here is the order number: [redacted]. Please contact your store at ###-###-####. You must press one (1) on your phone’s keypad after you hear Bob’s voice and you will be directly connected to the office. Once you provide them the credit card information you used for the original sale we can fully process this refund to you.

I cannot apologize enough to you for the various failures you have endured and I honestly appreciate you making this complaint because we can stand to treat our customer’s much better based on your experience. Thank you for your time and patience with us [redacted]. If there is anything else I can assist you with please respond and I will be at your disposal.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a bedroom set from Bob's discount furniture on July 26, 2010, which was delivered to me on July 30, 2010. During my visit to the store, I was advised the goof proof protection would serve me as it would cover any damages and spills of any liquids to my furniture within 5 years of purchase. Given the information I was provided, I included the goof proof protection with my purchase. I was not provide with any documentation nor did I sign any documentation detailing the terms of the warranty service; to my understanding it would cover damages or spills within 5 years. I recently had various accidental spills to the wood top on my dresser, chest and night table. In addition, the top left hand side drawer on my dresser does not close. I called Bobs furniture within a week to report the issues and was advised these damages are not covered. I was very upset at the information I was provided, as the associate I spoke with on March 04, 2014 at approximately 11:20AM eastern time found every way possible to simply deny my claim. The company did not even send someone out to inspect the damages in person, nor have they rendered the service they described to me. I am extremely unhappy with the services as they are not as described NOR RECEIVED, would I have known this was not covered I would not have invested in this protection plan. The subtotal for my purchase was $1,098.00 which included the purchase price for the good proof protection $99.99. The marked up price then triggered the ** tax to rise to $76.93 and the delivery charge, which BOBbs furnitures states fluctuates with the price of your delivery was marked at $99.99: resulting in a Final balance of $1,275.91. I am willing and able to work with Bobs furniture so this dispute may be resolved with receipt of the services that were describe to me, OR refund me what I paid for the service which has NOT been received. My cr with Bobs is [redacted]Desired Settlement: I would like Bobs furniture to provide the protection service I purchased, and fix the damages to my furniture as I am within the allotted time period for this to occur. If resolution is not rendered by the merchant, I would like a refund for the price of the good proof protection I purchased in good will; based on the description provided to me by the merchants sales associate, + the taxes incurred on this charge and the differential triggered on the delivery charge based on the mark up.

Business

Response:

Good Morning [redacted],

I am so sorry that you haven’t

been able to find resolution with your Goof Proof protection plan; I can

certainly understand your frustrations and assure you that Bobs Discount

Furniture cares about every customer’s concern.

The time of sale is an extremely

exciting experience, not only for you but for your sales person as well. I

truly apologize if a misunderstanding with the Goof Proof plan occurred at that

time and I assure you our intentions were never to mislead you. The protection

plan is an enormously valuable return on your investment when used with the

appropriate guidelines.

I apologize that you weren’t sent

out the terms and conditions sheet from the ‘[redacted] Company’ shortly after receiving

your delivery. Had you requested this information from Bobs we would have

provided it to as soon as possible. As [redacted] is a third party company from

Bobs we do not know when a customer is experiencing concerns with this company

until our customer reports these concerns directly to us. I can also send a copy

of the [redacted] contract to your home if this is something you’d like now for

your reference. We agree with you that we should educate our customers more on

the protection plan we sell and this is why we have upgraded our website to

have a specific link just for frequently asked questions about Goof Proof. Like

many other protection plans offered on electronics or automobiles there are

specific guidelines and exclusions. In order to remain fair to all our

customers there are certain scenarios which are not covered.

In an effort to try and resolve

your concerns I have done extensive research on your account, including

speaking with the [redacted] company to get a copy of the report you initially

gave. I was hoping to try and dispute the denial result you were given however

after reading the report there are several instances that make disputing

difficult. The report you provided to [redacted] outlines a mass amount of

damages to several different pieces of merchandise caused from nail polish.

Accumulated damages are not covered as it is reasonable to ask that the

customer keep the merchandise in good condition prior to filing a claim for an

accidental occurrence.

Another reason for the denial

result is that there is no realistic explanation for how this much nail polish

became present on this many pieces of furniture during one accidental occurrence.

Based on the outcome of the [redacted] company covering a one time replacement of

your furniture, requiring this information is not a lot to ask of the consumer.

Is it possible for you to provide an explanation of how this accident occurred

that matches the amount of damages present?

[redacted], it is exceedingly

important to me that you grasp the level of care Bobs Discount Furniture has

for our customers and their furniture. I promise you I am looking into every

angle to try and find some type of resolution for your concerns. Accumulated

customer caused damage is normally an immediate denial with any retailer

regardless if it is a furniture purchase.

In an effort to explore all avenues and help you with the highest level

of excellence, I will ask that you send me current photos of your dresser,

chest, and nightstand. Please send a minimum of six (6) photos so I have full

knowledge of the condition of your set. Please take one (1) photo of each item

from a distance and one (1) photo of each item’s damage up close. After

receiving these photos I can respond to you with what, if any, options we may

have for recourse. Thank you for your patience with us and I apologize again

that these issues have taken up so much of your valuable time.

I look forward to hearing from

you soon and reviewing your photos.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have problem with my sofa, loveseat, the both peeling of the leader. I call the c.o. the send a person to see the sofa, loveseat, the say the can do nothing for me.Desired Settlement: Replace the sofa loveseat.

Business

Response:

Good

Morning [redacted],

I

am so sorry that you are experiencing concerns with your sofa and loveseat

purchased from Bobs Discount Furniture. I completely understand how frustrating

it must have been to be told we were unable to provide you with further

resolution and I assure you that Bobs Discount Furniture truly wishes to help

every customer who has a product concern.

Our

records indicate that this set was delivered to you on 6.27.2008 and your first

report of concern came to us nearly five and half years later on 11.25.2013.

Bobs Discount Furniture offers all our customers a one year guarantee on new

product and this one year guarantee expired for your set on 6.27.2009. Upon

calling us this past November we made a valid effort to send our service

technician to your home (at no cost to you) to see if we could be of any

further assistance to you regarding this concern. While we do wish to offer

resolutions to all of our customers, the type of damages you are reporting

combined with the timeline in which you have reported these; leaves us without

options for resolution at this time. I have attached the photos of your sofa

and loveseat (taken by our service technician) for reference. This set that is

made of bi-cast leather everywhere your body touches and there is a maximum of

a seven year life expectancy on this type of product. The discoloration of the

material is not considered a factory defect and is present due to a mixture of

the amount of use the items have been receiving and the environment they are

being kept in. Please know that my intention is not to place blame or indicate

that is a fault of yours directly. This is considered the result of accumulated

normal wear and tear over the past five and a half years.

I

apologize that we are unable to offer you any recourse relating to the sofa and

loveseat. While Bobs is unable to take ownership or responsibility for the

current state of your sofa and loveseat, we sincerely care for all of our

customers and would like to provide you with a $100.00 Bobs Discount Furniture

Gift Card as an apology for the disappointment you have in your set’s overall

performance.

Please

let me know if you would like me to process this gift card request for you and I

am sorry again that this concern has taken up so much of your time.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: From the [redacted] store, I ordered a lot of furniture back in April, including a bedroom set that had a bed that was on back order for two weeks. I scheduled the delivery for that separately for two weeks. On the day of that delivery, I got a call saying the item would be on back order longer and I had to reschedule the delivery. This happened twice. The second time, I called the store to reschedule, and they said the system showed it was actually available and they would try to give me back the same delivery slot I had. I got a call the morning of that delivery day that the item was supposed to be on the truck but was somehow mysteriously missing. While talking to customer service, the woman helping me noted that it was just a head board, not a bed. She herself was confused by this, and looked at the bed set on their website. Turns out it only comes with a head board, and they don't even sell a matching bed. No one had pointed this out to us at any point. Her manager refused to give us credit toward a bed, and refused to allow us to return the bedroom set which was unused and which does not even have a matching bed.Desired Settlement: I want to return the unused sugar & spice bedroom set which was sold to me under false pretenses and with pieces missing, and I want to be refunded for it.

Business

Response:

Good

Morning Revdex.com,

I spoke with

[redacted] via telephone regarding this concern. I do apologize that we are unable to

offer [redacted] the desired settlement that she seeks. We were willing to offer our

customer a store credit so that she could get a complete matching bedroom set

and she refused this as she explained that she has already purchased a bed

elsewhere. [redacted] indicated that she would like us to reimburse her for the bed

she purchased somewhere else and I apologized that this option would not be

possible. [redacted] also explained that she had some concerns with the they way her

credit card information was processed at the retail location she purchased from

and I have submitted a communication to my Loss Prevention Department to look

into this concern further, but have assured [redacted] that our store phone lines are

not recorded and I am confident that there isn’t a reason for her to be

concerned about the security of her credit card information. We also spoke

about [redacted] being told that this “set” didn’t come with a full bed, this is

untrue and I will be investigating the recorded call to ensure our team is

properly educating our customers on product knowledge. The “Sugar and Spice”

set does offer a package that comes with a complete bed and also offers a

package that comes with just a headboard as many customer’s choose to hook a

decorative headboard to a metal frame.

We at Bobs

Discount Furniture understand that our customer’s are not commonly furniture

professionals and we do expect that our salespeople completely confirm invoices

with our customers prior to our customer leaving our showroom, we thank [redacted] for

providing us with an opportunity to correct the training failures we clearly

have and can offer compensation as a form of our apology. While it saddens me, [redacted]

has made it clear to me that she does not plan to do business with Bobs

Discount Furniture in the future. Therefore, I have offered to refund the

delivery charge she paid us as a form of apology. The amount of this refund is

$229.00; I do feel that is a fair option for resolution as [redacted] has been

refunded more money than she would have had to pay in to get the

headboard/footboard/railings for the original bed she alleges she picked out.

As agreed

upon with [redacted] I have left some instructions below on how she can contact our

store to complete the processing of this monetary refund back to her:

o

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

o

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 get a refund processed to your credit card and provide them this

order number: [redacted].

o

At that point they will take the credit card

information from you and complete the processing.

Should [redacted] feel more secure she can visit our store in

person to swipe her credit card and receive her monetary refund that way.

Sincerely,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I had purchased a bedroom set from Bobs back in 2012 and it's been nothing but problems. Merchandise would arrive damaged and I would have to call in to order a replacement part on numerous occasions. The first year I've had the furniture-- about 4 separate issues involved warping of wood, chips and scratches upon delivery. A year later, their "Bentley" platform bed is nothing but problems. Waiting almost 6 months now on a replacement glide for a storage draw, headboard is extremely loose and feels like it's going to fall at any second. Had to put $300 OF MY OWN MONEY to purchase 8 inch foundation for my mattress from Sleepy's to stop the wooden planks from squeeking...didn't work at all. Truly unhappy and DISAPPOINTED in this platform storage bed. Called Bob's numerous times, spoke to numerous Managers. They apologized time and time again, but nothing is done to resolve the issue in a timely manner. They want to send a "Furniture Tech" out to examine the bed. (I have no idea if and how these people are trained properly). In the process of buying a home, and explained to the Managers that I've lost faith in Bob's and may go elsewhere if this issues is not resolved/fixed. TO THINK THAT I ALLOWED THEM TO PULL MY CREDIT AND OPEN A BOB'S FURNITURE CREDIT CARD, GIVING THEM EVEN MORE BUSINESS!Desired Settlement: I would like a refund for the list price of the QUEEN bed which is $599.00 according to their website or a replacement metal bed frame of EQUAL value.

Business

Response:

Good Afternoon Revdex.com,

We have spoken with our customer via our corporate offices

and provided a resolution for our customer’s concerns. We are very sorry for

any inconveniences we have caused our customer, we genuinely thank [redacted] for

giving us the opportunity to make it right and look forward to satisfying her

in the near future when her concerns have been completely resolved.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I Purchase two pieces of furniture about a year and a half ago. Bob advertises that a protection plan that can be purchase at an additional amount. I brought a sofa and a love seat both on the same date. About a week ago my baby spilled milk and spring came out of one of the sofa. Then a week after the spring came out of the other sofa. The tears are located on both the same place on both pieces of furniture. which means the furniture wasnt made well at all. When asked to please repair the coach the person at the warranty department inform me that because my sofas had two tears on two different pieces of furniture its considered two damages which means that that furniture cant be replaced. Which makes no sense its two different pieces of furniture when its comes to wears and tear its considered one. The young lady on the phone also informed me that although advertised the warrant does not cover wine spills, milk spills or any other stains. (Which again makes no sense) when that is the reason I Purchase the protection plan in the first place. Why in the world would I purchase a protection that covers nothing? The warranty mislead you to believe these questions are being asked to help you fix your problem when at the end of the conversation youre told that because you have number things spills tears done to the furtuire that it cant be fixed. My mother had also purchase a number of items from bobs a fireplace and dining table and large sectional. Which all had some kind of damaged when she called she was told the same for all the items that she had purchase. All though she called at different times and different on different Occasions. Please someone needs to handle this scam artist. Bobs furniture is cheap and doesnt last, but when you purchase it your mislead to believe that although youre not getting a good product youre getting an amazing warranty which makes it a great deal at the time of purchase. I will never again buy anything from bobs nor would I recommend this store to anyone. I cant believe that in America you still have big corporations that still try to take the working class as fools. These are the advisement yet none of these items are taken care of nor covered.Desired Settlement: I would like for Bob's or the warranty company to please give what was promise when I purchase their groof proof protection. Which is to replace or refund the Purchase that was made.

Business

Response:

Good Morning Revdex.com,

Please provide our customer with my apologies for the stress she

has encountered while using her Goof Proof Protection Plan. Our records

indicate that our customer has not reached out to us directly to try and

resolve her concern prior to filing this Revdex.com complaint. While

I completely understand our customer’s frustrations I believe it is truly

important that we are provided an opportunity to satisfy our customer’s prior

to their claims being escalated to this level. Please assure our customer that

we do truly care about her concern and had we been made aware of the denial

through our customer care channel we would have already begun working at full

capacity to help resolve her concerns.

I researched the [redacted] claim our

customer made (claim # [redacted]) and we currently have a member of our Corporate

Goof Proof Liaison group working to get the denial for the milk stain on the

loveseat and the wine stain on the sofa overturned. We cannot make any guarantees

as [redacted] is a third party company with their own regulations for reporting

claims but we are standing behind our customer to help in the best way we can. I

apologize in advance as we are not permitted to speak with the [redacted] company

on our customer’s behalf other than to request a second review of a denial. If

our efforts to overturn our customer’s claim prove to be successful it would be

in our customer’s best interest to contact [redacted] to check on the status of

her claim mid next week.

[redacted]’s records also reflect that

our customer reported a seam separation on the loveseat that is approximately two

feet in length and a stress tear on the sofa from “sitting down”. As [redacted]

covers one time accidental damages only a seam separation of this mass or the

act of “sitting down” on a sofa cannot be considered an accident. Our customer’s

merchandise was delivered in September of 2011 and we have not received any

communications from our customer in regards to concerns with her product in

years past.

Please know that our customer is far

beyond her factory guarantee period through Bobs and has only the [redacted]

coverage available on this product for accidental damage protection. If our

customer is still located at the original delivery address we would be happy to

offer her a ‘Best Effort’ service outside of her warranty to repair the seam separation

on the loveseat. ‘Best Effort’ indicates that we will use all the tools and

knowledge available to us to repair the damages associated with her product; should

our efforts prove to be unsatisfactory to our customer we will not have

alternate recourse to offer because our customer is so far outside of any guarantee

through Bobs Discount Furniture.

In regards to the stress tear on the

sofa we may be able to assist in helping the customer receive a replacement

part, but this resolution offer depends on exactly where the stress tear is as

we would need to make sure that the vendor of this merchandise has this part

available for sale. Again since our customer is out of warranty the length we

can go to assist may be limited but we are willing to make certain exceptions

for our customer because we are a genuine company that wishes to keep our

customer’s returning to our business.

My suggestion is that our customer contacts

our customer care office to discuss these options for resolution so we may have

the chance to satisfy our customer’s concerns directly. We can be reached at

###-###-####, Monday –Saturday – 6:30am – 8:00pm. We look forward to speaking

with [redacted] as we are eager to help her in any manner that is available to us.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I purchase my product from Bob’s back in 2011, I was

clearly told by the salesman that if anything were to happen to my furniture it

could be replaced. I called and spoken

two customer service representatives [redacted], and [redacted]. I was

told that the guff proof protection plan is separate from Bob’s furniture

store. It is not their responsibility and

that if my furniture is neglected the guff proof isn’t meant for that purpose

of neglect ion, neglect??? How dare someone tell me that I neglect my furniture?

I was told handyman would be come out to snitch up the damage part of the

furniture. I explain to both customer services rep that I wanted the furniture

replaced as I was promise when I purchase the furniture. I was again given the

run around and told that the guff proof company would send someone to clean the

stains, but nor were the guff prof company going to replace my furniture. I’m beyond

disgusted with Bob’s I will never in my life purchase any furniture from bob never

again in my life nor would I recommend them to anyone. They recommend this

company and promote the company [redacted] and promise an easy repair and damage

protection plan. Bob is scaming customers like myself and are selling this

product which they are well aware doesn’t work or can’t be used. I’m so disgusted and sad that this company would

go alone with this in fooling and scaming the American customer.

Review: After purchasing my first home I decided to furnish the home with items from Bobs the goof proof insurance was also purchased. This was a huge mistake this company lied by stating any damages would be covered. From the initial purchase there were issues. The incorrect box spring-base was ordered and I was charged as a result of an error with the sales man. Within the first two months the mechanism to the sofa bed broke. The dining room table and chairs were all loose and were not sturdy.This caused damaged to my new hard wood floors. Getting through to customer service took more than two hours with no resolution. I had to then drive to the store to set up an appointment to repair the issue as the items were just purchased. The technician tightened the chairs and took pictures of the sofa. They denied the repairs on the sofa and advised me to submit a claim through goof proof. I called goof proof and they stated the issues were covered under my one year warranty with bobs. Just a few days ago the arm of the dining chair broke and the bottom of one of the seats fell out. Called customer service again and spent almost three hours on the phone transferred to different departments and given different information. Six months since the initial purchase and none of the items purchased from Bobs have been repaired. Several hours and days passed to obtain assistance. Who has time to be on the phone for three hours. Just today after speaking with the fourth representative I was informed the goof proof could not be applied until after the first year had passed. I then inquired about a refund for goof proof and was then advised it could have only been done within the first 30 days of purchase. So here I am six months later several hours on the phone holding to speak with representatives am out 300+ in insurance I will never use. I am left with a broken sofa and chairs. Every person I know will here about this horrible experience. Thanks Bobs Discount Furniture!Desired Settlement: I would like for all the items to be repaired or replaced.

Business

Response:

Good Afternoon Revdex.com,

I spoke with our customer [redacted] this

afternoon (7.17.2014) and I was able to offer resolutions for her concerns that

she agreed were satisfactory. Bobs Discount Furniture is very sorry for the

stress and frustrations we have caused [redacted] in this case and we are thankful for the opportunity to provide our

customer with a better impression of our business.

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: I purchased over $2,000 in products from Bob's Furniture. I made the purchase on August 31, 2014 and told both the cashier as well as the salesman that I needed this delivered October 15, 2014. They said no problem. I received a phone call from Bob's on September 26, 2014 at 1:08 that asked me to return their call. When I did the woman did not know why they called me from the beginning. So I reiterated that I needed these products delivered on October 15, 2014 and once again I got its not a problem it is scheduled for delivery. So today is October 14, 2014 and I have not heard anything from Bob's furniture so I decided to call them. Once I got a hold of someone they told me that my delivery was never scheduled at all. In fact my chairs for the dinning room table were on back order. I explained how this was unacceptable and I wanted to speak to a manager. Little did I know I was speaking to someone in [redacted] so I asked them to put me in contact with the store manager. After ten minutes on hold that's what she did. I finally got in touch with the [redacted] store and it was another woman who said the manager will be right with you he is pulling up your order. HE finally gets on the phone and apologizes but says that there is nothing he can do. Apparently it was my salesman's fault and there was little he can do. After 15 minutes of going back and forth he said let me see what you can do I will call you back in 30 minutes. 45 minutes later I called him back. Once again he said I am sorry there is nothing I can do I can try to have it delivered Thursday though. I said if that is the best we can do then yes that's acceptable. Once again at around 8pm he said I will call you right back. It is now 9:26 and I have not heard a thing. I literally am going to be living in an empty home because of Bob's Furniture. Even after speaking with their associates multiple times about the importance of the October 15th delivery date this error still occurred. This is completely unacceptable, and utterly unprofessional. I was disrespected on multiple levels, and completely shrugged off. I finished writing this at 9:31 and now Bob's Stores are closed for the evening. I received absolutely no phone call back.Desired Settlement: My desired outcome is that I wish no one else has to experience this terrible situation with Bob's Furniture. People do not spend a lot of money in their stores to be disregarded and disrespected. They can give me a gift card but to be honest I do not know if I will ever step foot into their stores again unless it is to cancel this order.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to [redacted] for the

scheduling concern that caused us to fail on properly delivering his order for

10.15.2014 as promised. I assure our customer that it was never our intention

to blatantly let him down and that we care very much to help him resolve this

concern and get him the furniture he purchased in good condition.

This sales order is made up of a Sofa, Loveseat, 3 Pack of

Tables, Two Lamps, A Dining Room Table, and 6 Dining Room Side Chairs. In an

effort to make our failure right, we were able to get the customer added on for

delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to

get the Living Room set.

While we are very sorry that the Dining Room set remains on back

order directly from the manufacturer we are regretfully unable to provide our

customer with merchandise we do not physically have. When we originally sold

this merchandise to our customer we were sure that we would be able to deliver

it on the date promised and again we apologize for the unanticipated delay from

the factory where this Dining Room set is being built. I do understand that

this is the set the customer originally selected and if there is absolutely an

immediate need for a Dining Room set prior to this date we have others

available in our showroom that may be in stock and available to deliver prior

to 11.01.2014. The customer can visit our showroom to make a reselection should

this option suit him.

Bob’s prides itself

on providing our customer with quality service and the best value product for

the price. Our primary focus is on making it right so that our customer is

satisfied with the product that they have purchased from us. We currently have two

deliveries scheduled for 10.16.2014 & 11.01.2014 to resolve this concern.

While it is not normal procedure to do so, I recognize that

we have caused this customer a great deal of inconvenience. For that reason, I

will make a note that once we have made everything right, we will review this account

to determine if further action should to be taken in regards to compensation. Our

delivery team will call into our Customer Care Offices prior to leaving the

residence after the Dining Room set has been delivered and should [redacted] feel

necessary, we can discuss a further form of apology compensation with him at that time for this

failure.

Kind

Regards,

Bobs

Discount Furniture

Review: I got my couch love seat replaced through the [redacted] additional insurance that I had purchased when we originally got the sectional 2 years ago. The love seat was delivered defective. We did not notice the defect at the time because once the love seat was delivered we were out of town for the holidays. When we returned we cleaning one of the cushions and when I leaned back my head was let with a piece of wood. At that point I called to let Bob's know They sent out a technician and the technician told the rep that it would not be covered because it was not reported within the 3 days after delivery. We were not home to find this defect. We had furnished our entire house with this company and this is the second complain we have had to file for not honoring the manufactures warranty as the piece in question is less then a year oldDesired Settlement: We want the piece replaced or a refund issued so we can buy from a reputable company

Business

Response:

Good Afternoon[redacted],

I am so sorry to learn of the disappointment you are

experiencing with your recently replaced left arm facing loveseat. I assure you

that Bobs Discount Furniture cares very much to resolve our customer’s concerns

and views our valued customers as the most important part of our business.

Upon further review of your case an executive decision has

been made to provide you with a factory fresh, replacement left arm facing loveseat.

Please contact our Customer Care Office at ###-###-####

(Mon- Sat 6:30a-8:00p) to schedule a date when we can bring you the factory

fresh replacement and take away the damaged merchandise you currently have in

your home. I have created the necessary paperwork for this exchange and

uploaded it to your account today. For your records the internal order numbers

associated with this exchange are: [redacted] and[redacted].

I apologize again for the time you have had to spend seeking

resolution to this concern and thank you for bringing the coaching concerns we

have to our attention.

Kindest

Regards,

Bobs

Discount Furniture

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: on 3/11/15 we purchased a new power reclining sofa for our home. At that time we scheduled their Breakfast with Bob's time period (6:30am to 9:30am) considering our schedules. However, the delivery team did not show up until noon causing us to lose time from work. The couch was also unacceptable as it had a fabric tear. They coerced us into taking it as they indicated that they could send or replacement quickly. It took two weeks to receive the replacement. Upon receiving today, the new sofa it had imperfections including alignment between the two pieces and the power in the couch was broken. Specifically, the couch would shake and make noises when attempting to recline. This time the delivery people tried to coerce us in keeping saying it was okay but we knew better as a properly working one would not perform in that way. They took the couch back in haste and we called Bob's regarding the delivery. They also scratched their hard floors as well which has not been resolved. Although they make false claims that they would make this inconvenient more convenient, they have failed to do so. Not only have they delivered two defective pieces to our home (causing loss of work time), they also refused issue a refund for the item. Bob has not honored their end of the contract indicating they have no control over their delivery, and the pieces they deliver as at times there may be a bad batch. Considering their inability to honor their product claims and purchase, we have pursued a refund in the form of reimbursement of the credit card purchase. However, they have refused such. They also made false claims of compensating us for the inconvenience. However, when inquired on this it is only a store credit.Desired Settlement: Refund back to credit card

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the frustrations the

damaged product and multiple deliveries has caused our customers. It is never

our intention to fail our customers and we assure our customer that we want to

earn their trust back in our business. Our ability to take ownership for our

mistakes and make it right by our customers has helped us grow to be the 15th

largest furniture store in the U.S.

This customer’s account reflects that we are scheduled to

re-deliver a factory fresh model of the Power Sofa on 4.08.2015. 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. As the retailer

we have taken full responsibility for the damages that may have occurred at the

factory overseas or during the extensive transit the merchandise endures prior

to arriving to our customer. After we have made the concerns right we are happy

to discuss providing a further form of our apology to our customer for the

inconvenience and aggravation our failures have caused.

While it is not normal procedure to do so, we do acknowledge why

this individual customer is seeking a refund at this time and truly wish to

satisfy our customer’s demands; working above and beyond whenever we can.

I have notated the customer’s account that should the delivery on 4.08.2015 fail for any reason (that

is our fault) leaving the customer still

unsatisfied then a removal of the

furniture for a refund to the original method of payment is approved.

We do ask that the customer provide us with the opportunity to satisfy their furniture

needs on 4.08.2015 because while it seems like an easy fix, removing furniture

for a refund takes much more time than most customers realize, ultimately leaving

the consumer with no furniture and no refund for an extended period of time.

The make up of our inventory and accounting system does not allow for any

refund to be released back to an original method of payment until the returning

merchandise has been fully checked into one of our distribution centers. This process

can take a couple days after the pick up actually occurs and the replenishment

of funds back to a credit card takes more time for the fact that we release the

money and then the bank the credit card is thru must allocate the funds and

make them available to the customer again.

We sincerely wish to avoid any future occurrences of failing our

customer and look forward to delivering their working, showroom condition,

power sofa on 4.08.2015.

As the property claim is

being handled by the trucking company that caused the damages, this customer

can expect follow up from that third party and not Bobs Discount Furniture

directly. Per our contractual agreements with this trucking company they are

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.

For the customer’s records their claim for property damage is

being directly handled by the following third party:

[redacted] – Main number: [redacted] or Amber (the claim’s

representative) can be reached at [redacted]

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison