Bob's Discount Furniture

Review: In January my grandmother bought my kids the [redacted] bed for my young child and teen. I received the bed, the contractors put it together.. when I inspected the bed there were screws missing and the railings weren't secure. I called Bobs and complained immediately but they wouldn't send the guys back in to fix it... they sent someone a couple days later from the company who inspected the bed, had to make bandages and order another railing. after he left Bobs called me and told me I had a credit for another bed because the bed I had gave me problems. we set up a delivery date, Bobs then calls me to let me know the bed they were sending was broken. we rescheduled. this happened several times. the bed they kept sending had a broken head\foot bored. so I called the company and stated if the bed was broken to just call me and reschedule. once again... broken bed!!I gave up! I still have the original bed from January which was put together with flaws and doesn't seem sturdy. my complaint was my children's safety. which I think no one cares about. I don't have another bed for my children because it was thrown away when bobs brought the new one. all they want is to refund the money. that wasn't what I wanted!!I will NEVER DO BUSINESS WITH BOBS AGAIN!!!Desired Settlement: I AM NOT SURE WHAT I WANT DONE. BUT I HAVE BEEN PATIENT AND CURTIOUS TO A COMPANY THAT DOESNT CARE ABOUT THE CUSTOMERS HAPPINESS.

Business

Response:

Good Afternoon Revdex.com,

This customer has been in direct contact with one of our Corporate

Liaisons.

Options for resolution have been presented and we have conveyed to

our customer how sorry we are for our failures.

At this time the customer is to contact the Corporate Liaison she

is directly connected to by 7.31.2015 to disclose what option she would like to

move forward with.

Kindest Regards,

[redacted]

Customer Care Corporate Liaison

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 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: 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: 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: 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: 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: 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: 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,

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: 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: 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: 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: Leather recliner with electric control of the recliner ends. The left side has broken twice. On the second repair (3rd week of March 2015) the repairman said the part was ordered by him and would be delivered to my house in 4-6 weeks, arriving the first week of May 2015. In the 3rd week of May 2015, I spent 2 hours on hold with a phone representative, the rep. assured me I would be contacted via the telephone within 24-48 hours about delivery of the part. 10 days later we received an e-mail telling us that the part would be delivered "sometime in August".Desired Settlement: Replace the existing couch/recliner's with duplicate model to match the love-seat & recliner.

Business

Response:

Dear Revdex.com,I called and spoke with Mr. [redacted] after reviewing his account. Due to the part order delay, I have agreed to exchange the sofa. Delivery and pick up is scheduled for June 10, 2015 and he will receive an automated call a few days in advance confirming the estimated four hour time frame window.Thanks,

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: 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: 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 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 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: 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