Bob's Discount Furniture

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: 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

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 bougth some furniture two years ago and I bougth a protection plan for 5 years, a year ago one chair get broke and I called them to fix it but they didn't do it. And this time another chair got broke I called them again but they refuse to fix it. I took the chair to place to fix it but they charge me $180. and if I pay warranty is not fair that I pay this amout.Desired Settlement: I would be completely satisfied,That they can comply that they sell to me.

Business

Response:

Good Afternoon Revdex.com,

I spoke with Elizabeth today and apologized for the

lack of care she has experienced while working with us to get her concern

resolved.

We are scheduled to bring out six (6) new side chairs

on 8.07.2015 to resolve this concern.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Today I received a call from Bobs Customer Care, they apoligized for the inconvenience and they are going to send me all set of six chairs on August 7, 2015. The problem has been resolved Thank you to Revdex.com, I am satisfied and I really appreciate it.Best regarts,[redacted]

Review: I purchased a sectional couch from Bob's Furniture in December 2011. I called the "goof proof" insurance company to put in a claim for damages on the couch. The only thing that was covered under my protection plan was a soda stain. When I purchased the furniture, I specifically had asked the salesman if certain things were covered because I would have never purchased the additional protection plan if it didn't cover certain damages. Now, I have staples popping out from the bottom of the couch (that scratch my ankles when I stand up) and I was told after calling that I was out of the warranty and they can send a technician to "look" at the staples only one time. I asked for a technician to come out and actually make the repairs on my couch or my money back for the "goof proof" protection plan and was told a flat out "no." I purchased 2 bedroom sets and my living room furniture from this place.

Product_Or_Service: Sectional

Desired Settlement: Replace the couch

Business

Response:

Business Response /* (1000, 5, 2013/06/12) */

Good Morning,

I spoke with Ms. [redacted] on 6/12/13. At her request we canceled the goof proof plan and will be issuing a partial refund in the amount of, $79.99. Ms. [redacted] understands that she must contact the store and provide her credit card information to complete the refund process. A service technician has been scheduled to remove the staples from the sectional on, 6/21/13. When asked about the injury to her ankle, Ms [redacted] indicates that she did not seek any medical treatment and does not want to pursue a claim.

Review: I bought a bed and mattress on 7/23/14 from Bobs Furniture in [redacted]. This was a gift for my grand-daughter. First delivery date was 8/12/14. Mattress was fine bed was damaged and my daughter refused to accept. They also guaranteed that old mattress would b removed but delivery person refused. To make long story short, my daughter complained to store which then sent out out another driver to pick up a week later. The continuing saga, Bobs has come out two more times and continues to bring damaged bed. I did not purchase a floor sample and we will not accept damaged goods. They have now been given a fourth opportunity to make right by again delivering a new bed next week,Wed. October 1, 2014. I think this has been totally unacceptable and I plan on asking for my money back if the fourth try is damaged. Bob's has been very nonchalant about the whole issue. The last customer rep told my daughter that they did not know what would happen if she does not accept next bed. Delivery guy's excuse was that damages show up more on a white frame such as the one we ordered,this to me indicates that they are knowingly trying to stick customers with damaged goods while selling as first rate furniture. This has been a horrible experience and would have demanded my money back if it were not for the fact that my grand-daughter has her heart set on this bed and it was to have been an early birthday gift for her October Birthday,the irony is that October is next delivery date. [redacted]Desired Settlement: That is not damaged or my money back in full. I have paid in full on my credit card two months ago. Furniture is being delivered to [redacted]. Tel [redacted].

Business

Response:

Good Day Revdex.com,

Please pass on my deepest apologies for the amount of time

that [redacted] and her family have had to spend on this furniture purchase. We

certainly do not set out to ask our customers to take several days away from

their lives for delivery and we always expect the product we have loaded to be

in good condition. On an average day our distribution center loads for 3,000

deliveries and in over 97% of cases the furniture our customer has purchased

arrives with no blemishes, structural or cosmetic damage concerns. Our records

reflect that the items that have been delivered have had minor cosmetic

concerns and nothing structural preventing the bed from being currently used. While

we acknowledge that our customer doesn’t want to accept anything less than

perfection we remain honest in stating that regretfully accidents causing blemishes

occur in our business. We employ a professional fleet of Service Technicians

who are able to repair missing finish or bumps and bruises on furnishings so

well the customers can’t even notice where their original concern was. We are

so proud of our success in service that even our showroom merchandise (across

54 stores) is constantly touched up by our Service Technician’s due to

customers causing damages while shopping or transit damage.

Like any other business we do make mistakes and when those

mistakes occur we work our hardest to ensure we do not fail our customer again.

There is not enough manpower available and it would be a business hazard, disappointing

our customers directly, to try and inspect every piece of merchandise that left

our distribution center for our average 3,000 delivery stops a day. We commonly

trust our overseas vendors who initially build and package this merchandise for

container shipment across the ocean as they are normally very successful in

their continued shipments to us.

While it is extremely rare we do have an escalated process

in place for situations like this where our customer is waiting on a fourth

attempt delivery, we call this process ‘[redacted]’. Our

Quality Control Manager is directly involved in this process and the

merchandise is taken completely out of its original packaging, fully inspected,

and re packaged for delivery to our customer. This process also put in place

certain checkpoints along the way for the merchandise that normally are unnecessary.

Our customer’s merchandise has been set up for a ‘[redacted]’

to ensure that we get this right and meet our customer’s level of satisfaction.

If we are unable to satisfy our customer on this fourth

attempt we will not offer to deliver a fifth time because we will

clearly have a quality control Issue that we need to address directly with the manufacturer

of this product before we agree to continue ordering / offering this

merchandise to our customers.

Should the customer need to seek further resolution after

the next delivery attempt the following options are approved for resolution and

noted within [redacted] account:

Review: My husband bought a set of sofas and bedroom furniture at bobs in December of 2013.I contacted bobs when my sofa started losing color and the stitching started coming apart and my dressers have stains on them.they basically told me that I spilled something on my sofa and that the dresser or the sofa are not covered by Bob's and I should call goof proof.when I called goof proof and make a claim they tell me that is not covered by them either so I basically paid insurance for nothing so I called Bob's again and they told me to call goof proof again and again nobody is willing to help.Desired Settlement: I would like for them to replace the sofa and fix my dressers

Business

Response:

Good Afternoon [redacted],

I’m sorry to learn that you are experiencing any concern with your

products and the Goof Proof plan you purchased for them. Our records indicate that

on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for

you that took place on 9.15.2015. Our technician’s report indicates the

following conclusion from that service:

1212-1226pm

per tech Harrold -

swivel rocker – the left side facing and right side facing edge is

peeling along the edges, this is from the customer having chair too close to

the wall and its starting to peel cc/good no reparable

Sofa-the left side facing and right side facing seat cushion is

fading, able to touch it up mfg. /good and complete

Above

Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37

In regards to your dresser concern I ask that you

submit photos of the item via this Revdex.com channel and indicate what the “staining”

is actually from. Your Goof Proof Plan (as its name depicts) is designed to

cover most occurrences of one time accidental damage. With your photo

submission and report of what happened we may

be able to assist in disputing the denial you received from the [redacted]

company.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The whole point of adding insurance is to cover anything that can happen to the furniture. The sofa's stitching is still coming off and I can still see the fading. And you're telling me that you won't fix my chair because allegedly I had it to close to the wall and my bedroom furniture because the stains are not a one time incident, so I paid all that money for what! So no I don't accept you're response

Sincerely,

Business

Response:

Good Afternoon [redacted],

I am sorry that you found our initial response to be

unsatisfactory. I must admit that I find your response confusing as the

protection plan you purchased is not managed by Bobs Discount Furniture

directly. Your protection plan is owned and managed thru [redacted] Protection

Products as depicted on the documents (invoice, Goof sales flyer-2012 & 2013,

and Bobs Trifold) provided to you during the time of purchase.

I do not know of any insurance plan (including the

ones I personally have on my automobile, electronics, and home appliances which

cost much more than this one) that covers absolutely any damage from any

scenario. There are terms and conditions involved with any insurance plan and

we support the fact that these terms and conditions must be adhered to in order

to keep resolutions fair for all consumers alike.

I have attached the

Goof Proof Sales flyer (commonly given to our customers who buy this protection

at the time of sale) from the plan you purchased. This flyer does depict ‘Accidental

Coverages are from a single incident’. This flyer also communicates that there

are some exclusion(s) to the protection plan and the document further

encourages the consumer to read their full plan documents for the list of

exclusions. As the manager of the plan, [redacted] is responsible for sending the

consumer the plan documents. Should the customer decide that they would like to

review the complete plan documents as the flyer suggests and they don’t have

these documents, we assume (as any retailer would) that the customer would then

try and obtain said documents for review. Had we been made aware of the need

for these terms and conditions we most certainly would have provided them upon

any request. As it is not typically a document we provide we literally have no

way of knowing whether the consumer has received the complete plan or not and

we see no reason not to trust that [redacted] is continually sending these

documents as many claims for coverage are routinely approved.

I have attached your [redacted] Warranty

Cards from both sales order numbers that I believe you are seeking assistance

on for your review. For the record, I have also attached the terms and

conditions page from the protection plan you purchased as most documents refer

to ensuring, as a consumer, this plan is reviewed in full.

Dresser –delivered on 01/29/2013:

I was able to look up the reasons

for denial associated with the dresser you made a claim on with [redacted] on

9.10.2015. There a combination of denial reasons stemming from accumulated

damage and the fact that you communicated that you did not know how the

discoloration to the wood occurred. These are all legitimate denial reasons

based on the terms of your protection plan. As you are posting on the Revdex.com and

demanding assistance directly thru the Bobs Discount Furniture channel and not

the [redacted] channel I again respectfully ask you to submit photos of the

damages you are trying to claim so we can research what courtesy options may be available to you from Bobs

Discount Furniture directly.

Recliner -delivered on 07/05/2012:

We stand behind the integrity of

our technicians and the reports that they provide us after reviewing the

furniture within its normal environment. As you maintain no active protection

for this recliner thru Bobs Discount Furniture we sent the technician out to

her home (at no charge) as graciousness because you are our valued customer. I apologize

that the condition of the recliner could not be corrected with service and that

you remain unhappy with the work our technician did to your sofa. Should you

wish to dispute the technician’s report and workmanship I ask that you also submit photos of your

recliner and sofa so that I may review these with our Service Management Team

and respond with what, if any, courtesy options may be available to you for resolution.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: Either I have the worst luck imaginable or bobs furniture just truly sucks. After the last debacle, they sent me a gift card. I ordered two bunk beds from a different store and needed mattresses. Figuring they couldn't possible screw up a simple mattress order, I went back to bobs to use my gift card.

I stood in front of the next day delivery sign and told the man (whom the manager explained our history to and was told to treat me like a queen) I didn't care which mattresses they were, I needed 2 full size mattresses delivered by tomorrow (today). If they couldn't bring them today I did not want them!

I was assured the order was well before 3pm and would be delivered today.

This morning my bobs furniture tracker shows no record of my delivery.

I call the 1800 number ...... Wait for it.....

My order was never scheduled for delivery!!!!!!! They have to be [redacted] kidding me!!!!

How does this company stay in business????

I cancelled the order and they immediately refunded my money (instead of the 21 day wait I had last time) but for real?!?! My sons have been sleeping on the floor since June 7th!!! (May 23 the original order was placed)

Do NOT go to Bobs!Desired Settlement: None

Business

Response:

Good Afternoon [redacted],

I’m sorry to hear that you experienced any further failures from

our company and I apologize again that your refund from the ‘Acceptance Now’

company took so long for you to receive back.

I completely understand your reasons for posting about your

negative experiences via the Revdex.com website and I truly wish I could undo what has

been done to cause us to loose your trust. If we ever do get the chance to serve you again

please feel welcome to reach out to me directly by email at [redacted]

and I will personally do everything in my power to make sure that your

scheduled delivery goes according to plan.

Sincerely,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I would never give Bob's furniture my business again. over 7 scheduled deliveries and not one went off without incident. My time, my money and the 4+ months my children have slept on the floor cannot be "undone"

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

[redacted],

Thank you for your response and I do

apologize if my verbiage caused you to feel any offense. My sentiment was intended

to convey an expression of regret for all the failures that you have been thru.

As you have indicated ‘none’ in the desired

settlement section of your complaint I give my deepest apologies again and remain

saddened that we have lost you as a customer.

Warmest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I bought a furniture set only 8 months ago and the 2 couches, the chair and the coffee table are falling apart, I have contacted the customer care numerous times and get nowhere, they are telling me that its my fault and I did something to the furniture. I have never heard of furniture falling apart after only 8 months. I called the store I bought it from and the woman [redacted] that answered the phone all 3 times I called was extremely nasty to me and even laughed at me, after the third call she finally put the manager on the phone only after I had to argue with her and she laughed at me and put me on hold. I paid good money for the furniture and it should not be garbage in 8 months.Desired Settlement: I would like to be refunded because I see how this store treats the customer, they are nice as can be when they are taking my money and then when there is a problem I am treated very poorly and its not fair, I would rather take my business elsewhere and be able to buy furniture that will last more than 8 months

Business

Response:

Dear Revdex.com,

This complaint has been resolved.

On 4/1/14, we spoke with Mrs. [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for credit. Mrs. [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use by 6/1/14.

The full details of the reselection have been disclosed to Mrs. [redacted].

Consumer

Response:

DC

Review: [redacted]

they gave me a store credit for the price of my old furniture and I went and got new furniture, now my new couch that isn't even a month old has just broke, the whole middle of the couch has caved in and the middle of the couch is sitting on the floor, I contacted them about getting a refund because the quality of their furniture is just no good, they are going to replace the couch but I do not want it, I want my money back. I feel that they just sell garbage and I told them I don't want the new couch, that I just want a refund and they refuse. I am hoping you can help me since this is going to be the 3rd replacement from them and they just break and its not fair to me at all, I want my money back so I can go buy furniture that will last me and not fall apart in less than a month.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Our customer is currently being helped by one of my corporate colleagues

and should expect a communication from a [redacted] providing an

appropriate resolution for these concerns today (5.01.2014).

We are so sorry that this customer has continued to experience

defective product concerns from us and will issue the desired settlement our

customer is requesting. We thank our customer for the opportunity they provided

us to make our failures right and wish that we could have satisfied them better.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: The problem of the complaint is the damage on the couches.

I first call bob's and told them about the problem about the couches one couch had a rip threading the other rips in the leather I was told it would be repaired and a rep from Bob would come to my house . the rep came to my house on 5/11/13 and told me that the couches would be covered on the extended warranty and I was given the message from Bob's customer care. This is where the problem is I submit pictures to the warranty they tell me Bob's manufacturing problem and not covered. I call the store in South Brunswick and ask for a manager and they never called.

Desired Settlement: I would want the damage repaired.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you are dissatisfied with the quality of your sofa.

Our records indicate that the sofa was delivered January 2011 and the manufacturer warranty expired January 2012. Under our best effort service, we dispatched a service technician to your home on 5/11/13, the technician supplied pictures and reported that the sofa seat cushions had a dimple/depression, which can be the result of normal wear/tear, especially after 2 years of use. The pictures did not display any rips, thread or seam separation although the technician noted that the fabric in between the cushions was ripping and the thread on the center seat casing was undone. These damages would not be covered under the goof proof plan unless, the damage is the direct result of an accident occurring inside of your home. I apologize if you have been bounced between bob's and goof however, neither company is responsible the specific issues you are experiencing with your furniture. If possible you may submit pictures which showcase the rips and seam separations; I will then view them with a service manager to determine if there are any other options for recourse we can offer.

Consumer Response /* (3000, 7, 2013/05/23) */

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

First the sofa had rips in sides not in the seams the technician told me it was covered under the goof plan the thread was torn on the couch and not from

being undone.It seems that you sell a warranty plan that is suppose to cover for these accidents and you don't want to fix. I also called your goof plan company guardian that was to cover the warranty and they refused to cover and told me that they wouldn"t send a technician to my house. I took pictures of my couch and sent it to them and I don"t understand that they can make a determination of wear and tear by just a phone call.

. The sales person tells that accidents will be covered under the plan. The plan I bought covers for 5 years which would be to 2016. I can"t understand why a company sells a product and

Consumer Response /* (-5, 10, 2013/05/23) */

I also want to know how Bobs Furniture tells me it would cover the claim and that the claim company guardian can make a determination over the phone without sending a rep. our Bob's furniture and guardian the same company? if not why was my claim not process by guardian.shouldn't they have seen the damage before making a decision?

Business Response /* (4000, 11, 2013/05/24) */

When filing a claim with Guardian, if you do indicate that the damage is the result of an accident in your home, occurring within 30 days from the date you file your claim; coverage will be denied.

You may forward pictures to, [redacted].com for a second opinion review.

Consumer Response /* (4200, 14, 2013/05/28) */

As to the response of pictures needed by Bob's furniture they were sent by me on 5/13/13 claim # XXXXXXX and to guardian claim# XXXXXXX the response letter from Bob's came as 5/22/13 said they needed them.

I don't understand that they didn't receive the information when they called my house to tell me they received them?

Business Response /* (4000, 16, 2013/05/29) */

The pictures you sent to Guardian are the property of Guardian, we do not share the same computer system.

In order to provide a second opinion on the reported damage, you will need to forward pictures to, [redacted].com

Consumer Response /* (4200, 18, 2013/05/30) */

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

I still Don"t understand that your rep said that they received these pictures and that a claim number was issued that they received them? Then I get a call from your rep prior to May 22 that they wouldn"t cover the claim. Then in your latest correspondence you said that it was over a month and it wasn"t covered. To me it seems that you sell a product and a service and don"t wan"t to help me. So I guess you will not rectify my problem and i"m stock with a servcse for 3 years that doesn't live up to its warranty. Thanks for nothing.

Review: I purchased an extended warranty on my living room set, which consists of a sofa, a loves eat and a chair which extended the warranty till 2018. I contacted bobs with an issue with the cushions on my sofa and love seat when you seat on them you sink almost to the bottom of the springs on both pieces. They sent someone out who fluffed up the back of the sofa and love seat and never sat on either piece and told me nothing is wrong with the sofa or loves eat and call back if it got worse. I called customer service on the same day and was told they would replace the sofa and love seat but I would need to buy another extended warranty for the pieces they would replace. Or for me to pick out a new sofa and love seat with no mention of my chair which matches .Desired Settlement: If they are going to replace it it should be the same set and I should not have to buy another extended warranty. My currant warranty should still apply or be extended on the new pieces

Business

Response:

Good Morning [redacted],

I apologize that you are unhappy with the wear of your

living room furniture; your warranty coverage offers five years of unlimited

parts and service or a one

time replacement per item within that

five year term.

The price point paid for the protection verse the cost of

the merchandise and transportation fees offers a good depiction of why a one

time replacement only is offered. In example you paid $149.99 on approx. $1400

of product (just over 10% - just referring to your sofa, loveseat. And chair

here), as a business we are offering to replace the product and cover the cost

of delivery for new merchandise and disposal for the set you currently have.

By even offering you the option for replacement on your sofa

and loveseat we are already working beyond policy to try and satisfy you. We

are unable to offer you further service when there is no manufacturing defect present within you furniture. While you

disagree with the technician’s findings it is completely normal for any piece

of furniture to experience a loss in resiliency over the course of years of

normal usage and we stand behind the integrity of our technicians and their

reports.

If you demand further recourse on the product you are unhappy

with we are able to offer you a replacement credit to select a different set.

Should you wish to get the same set again that is something you may initiate at

the time of new sale should you wish. As a business we would not offer to

provide you with a replica replacement of what you have as we stand behind our

technician’s report that there are no defects and your set is experiencing

signs of normal wear and tear after two and ½ years in your home. If you select

the same set please understand that you are knowingly entering into the purchase

with the understanding of what this set’s normal wear pattern is and another

option for replacement with no defect present will not be made.

As an additional extreme

courtesy we will upgrade the original offer

and add in the matching chair (that has no reported concerns at all) to the

reselection credit . Please understand that should you accept this offer it will also

fulfill the protection plan purchased on this chair.

Please know that it is always your choice to purchase the

protection plan and we would never force you into re-buying it on your new

sale, should you wish not to get the protection again it is within your right

as a consumer not to buy it.

We are happy to set up this reselection credit for you as a

way of resolving the preference concerns present and even by using the protection plan you

purchased we are still occurring an abundant cost in an effort to satisfy you

as our valued customer. I do hope you can see the value in our offer and

understand our position as a business.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased three items from Bob;s furniture, a bed, a chase lounge, and a sofa which was a special order. Since the order was for more then $3,000. We were told that there was just a flat rate for all the deliveries. The purchase was made on Saturday the 21st of Feb and the bed was scheduled to be delivered on Monday the 22nd. The chase was to be delivered on Wed the 25th and the couch would take three weeks to come in. The bed came as promised, but the chase did not come. The next day I called the salesman and he claimed that he told us that only two deliveries could be made and that we would have to wait for the chase lounge to be delivered when the special order came in. This is an absolute lie. He gave us an absolute delivery date for both the bed and the chase. I then called the corporate HQ who was very apologetic and promised to have the Chase to us by the 2nd of March. It did not come. Now on the 3rd of March I called again and am being told that it was never scheduled for delivery but I could get it delivered the 6th of March. We have just been relocated by the [redacted] here to [redacted] from [redacted]. We have no furniture and are sitting on the floor. I have severe disabilities that have been further aggravated by this inconvenience. This company can not be trusted.Desired Settlement: I want the delivery fee (all of it) refunded to me

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies for the inconvenience our failures in scheduling have continued to

cause our customer. We can certainly understand the customer’s frustration 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 currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this

concern.

Once the delivery is completed

for all items on this sales order (including the special order sectional that

is pending arrival from its factory) and we are certain that our customer is

fully satisfied with their merchandise overall, any additional accommodation we feel adequate

to offer to the customer is a form of our apology and at our internal

discretion.

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. The 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.

At this time we are looking

forward to resolving this customer’s concern with the chaise on 3.06.2015 and

should the customer still be seeking a further apology amount from us they will

be able to speak with our Customer Care Office regarding this request after

their pending sectional has been delivered. We will review the account at that

time and determine what further apology offers we are able to make to our

customer directly as we agree that we have disappointed our customer.

We apologize again for the impact our failures have had on our

customer’s valuable time and seating needs and thank the customer for bringing

the coaching concerns we have to our direct attention.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a coach set, with insurance on it,in dec of 2013,and I had an accident on the coach that is covered under my plan,and they won't honor it because of the time frame,and I called within the time frame,they said I had to have it fixed my self.I told them I paid almost 2000 for this coach and the lady was real rude and said I only paid 1300, like it was not a big deal, then they offer to have me order new coach seating at my costDesired Settlement: Nothing happen when I spoke with manager, she said I had to handle it on my own and really did not care how I felt or that I was out of money

Business

Response:

Good Afternoon Ms. [redacted], I attempted to research your account using the name and address provided in the Revdex.com complaint but was unsuccessful; I also tried calling you but there was no answer. Please provide the identifying account information such as the order number, customer master or name and telephone number associated with the sofa you reference. Once this information is received, I will be happy to follow up with you and see what options for recourse we may have available.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and found that they needed more info from me about my account,My address is [redacted],the order number is [redacted] and the master number Tiffany asked for is [redacted].My phone number is [redacted],she said she had to look up my account see what my options are,I guees we can go from there,cause I feel I was really treated bad and that they gave my false info,

Review: I purchsed a bed set (mattress, frame, and split box spring) from Bob's in 2012 since then I had had to swap out the bed frame 4 times, the box springs twice, and the matress once (I upgraded thinking that would be better). I am once again having issues with the frame and the box spring. I no longer wich to deal with the company and want a refun minus the delivery fee and taxes so I can go elsewhere and purchase a better quality bed and frame, I spoke with customer service and they stated they are unable to refund. I need this resolved ASAP as we are sleeping on an air matress right now b/c the frame is so loud everytime we move it wakes us up at night.Desired Settlement: refund for mattress, split boxspring, and metal fram minus delivery and taxes

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the bed and bedding have failed to provide the quality and comfort you expected.

Currently we have a service technican scheldued to inspect the bed frame and foundation on, 11/8/13, upon reciept of his report we will determine what recourse, if any we will be able to offer.

Review: Being a first time My Bob's customer when I purchased my entertainment center, I would have been content to have it delivered to the [redacted] store and picked it up there. I would have brought it back home, set it up and would have been happy if there was no physical damage. Instead I received a sales call from Bob's selling me for another $40 they would have it delivered and for another $40 they would have set it up and I would have this so called "goof proof" protection and not have to worry about anything. Well setting up a delivery the first time was a hassle enough but having it canceled and having to set another delivery time wasn't something I wanted to have to do. But once they delivery guys showed up, they brought in what I thought was my furniture only to find out they brought in the wrong piece and had to bring it back out and get the piece I ordered. They set it up and then left. I found that the middle where the shelves go was not lined up and I couldn't use the shelves. Once I called to say I couldn't use it they sent out "customer care techs" to fix it. While they were fixing it, they were fumbling around trying to figure it out. Once they did they had to flip the middle piece around to line up. During the time they fixed it they apologized if they appeared like the three stooges. Well after they showed me they fixed the issue they had me sign off. Well when I went to put my TV back on the unit I noticed that they didn't put the top back on correctly. When I called customer care they said I signed off and I said yes they fixed the original problem but created another problem leaving a gap between the top and the side. After going to the store and speaking with the store manager and trying to get the money back I spend on all this fake "customer care" that I could get a percentage back. When I asked for them to take this furniture out of my house and refund my money they said I could get a store credit. Well I want them to take this back and give me my money back so I no longer have to deal with companyDesired Settlement: Since they cannot fix the issue, I would like them to take this furniture out of my home and refund me all the money I spent so I no longer have to deal with this company

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple services and incorrectly assembled product continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge that the frustrations of our customer are because of our failures.

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 do take full responsibility for the concerns that our customer is reporting and have already provided several different options for resolution regarding this concern.

Per our established company policies, available in store or online; a return for a refund is not a possible option for resolution at this time.

In speaking with our customer directly on the evening of 2.18.2015 (yesterday) we communicated the following three options for resolution to this customer’s concern.

Option #1: We can offer to provide an even exchange on the merchandise. While we understand the terrible impression this customer has of our delivery service we maintain an extensive fleet of well qualified delivery personnel who are normally able to satisfy fully on our first attempt. Our sales people would not be offering our delivery service nor would we be in business if we continually failed our customers during such and important purchase.

OR

Option #2: We can offer the customer a store credit based off the price of the ‘Goof Proof Plus Plan and TV console’ to pick out a different console.

Again we are seeking to make the concerns the customer has right, perhaps the concern is unrepairable and exists within the product itself, selecting a new console may bring the customer full satisfaction.

OR

Option #3: We are willing to provide what we call a ‘concession to keep the merchandise as is’.

This option allows the customer a 15% refund off of the purchase price of the TV Console. In accepting this 15% refund the customer agrees to keep the unit ‘AS –IS’ in it’s current condition however the manufacturing guarantee for possible defects remains in tact for the full term of coverage.

As a business we stand behind the above listed options as the best avenues for resolution we have to offer our customer. We apologize to our customer again for the disappointment that has been experienced with this purchase and look forward to hearing from him again so that we can help him move forward and resolve this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a theater seat console set in Dec 2014. The furniture was delivered in Jan 2015. The seats have LED lighting in the coasters and underneith the seats. The left side on the console did not light up once it was assembled. I was told that a part would have to be ordered. I have yet to recieve the part and it have been since Feb 2015 that I was told it would take 4 to 6 weeks for this part to be ordered and delivered to my residence. I have called Customer Service since mid April 2015 ro inquire about the status of the part but everytime I call I get a different answer. I was told that they no longer sell the furniture that I purchased and I was told that I could not get a refund for my purchase. I have paid off the balance for the furniture.Desired Settlement: I would like for them to promptly seen the required part to fix the issue and I would like an apology for having to deal with this frustrating issue.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay. The relay box, which is the part needed for your recliner generally takes 4-6 weeks to receive; unfortunately the part is ordered directly from the manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you,[redacted]

Consumer

Response:

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

I would like to add that I am still disappointed that it took so long to resolve this issue after countless calls and excuses. I was aware of the 4 to 6 week time frame but this issue happened back in Feb. 2015. I have been given a different excuse every time I called Bobs customer service, just last week when I inquired about an exchange in a console I was told that my furniture piece was discontinued. I purchased and paid in FULL for several rooms of furniture from your store and felt as if this process to resolve this issue was handled poorly. I hope that my complaint prevents anyone else from having to go through what I experienced.

Sincerely,

Review: My experience with Bob's has been extremely frustrating. I bought a bunk bed on April. 14 and to-date I still do not have all the bunk bed set up. Deliver crews came out 3 different times and each time there were missing pieces to an allegedly new packaged bunk bed. Each time the customer care representative ordered a whole new set and they were to take out the pieces left here and start from scratch. No one can seem to tell me or want to research why this is happening and why I don't have a bunk bed with all the pieces set up yet. I paid in full for a bunk bed and to-date I still do not have a bunk bed. All they keep doing is reorder and rescheduling a re-order/exchange that I never end up getting. I'm the customer here and I don't understand why I'm being put through the ringer with a piece of furniture I've paid for. All that should of happened was I pay for my merchandise, deliver team delivers and puts it together, how hard is that. Seems the problem is stemming from the distribution center. How are and why are pieces missing from new unopened pieces of furniture, not once, not twice, but three times. The 3rd delivery should have been successful and my girls should have a bunk bed now. They have nothing. Bob's may be a discount furniture place, but do not have adequate or professional guidelines? Why should I have to go through this and no one will help explain and fix the issues.Desired Settlement: I need my kids bunk beds to be set up since this is what I requested when I paid for it.

Business

Response:

Good Afternoon Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup attempts.I am pleased to see that we have since successfully delivered the bunked! As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also spoke directly to the manager and she informed me of the credit. This is great and appreciate their efforts.

Needless to say, although the bunk bed was finally set up, it's a beautiful set and my daughters are happy, I will not be doing further business with Bob's Discount Furniture and will not be referring anyone else to do so either.Sincerely, [redacted]

Review: The sales committed to deliver the furniture on Apr.6 (Sat), that was the decision factor for the purchase. However, the sales called several days later and said no delivery spot is left On Apr.6. If I need the furniture to be delivered in weekend, I would have to wait another week. Now I have to take 1 weekday off to get the furniture, which will impact my work and reduce one day from my paid time-off. The sales on the call didn't have the right attitude and said we can instead have our money back.

Product_Or_Service: Furniture

Order_Number: XXXXXXX

Desired Settlement: We hope the furniture can still be shipped on Apr.6. We also want apologies from the store.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Good Morning [redacted],

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

I am pleased to learn that delivery was successfully completed on 4/10/13, although your desired delivery date was 4/6/13.

Your patience and business is greatly appreciated and we apologize for the inconvenience.

Review: I called the bob warranty dept about my 4 chairs that were scratched when I had a party at my home. I called right away to let them know that I need my chairs exchanged and of course this is my 5th year for the warranty to expire and they are telling me that they can not exchange my chairs they asked for pictures and I took them and they were emailed to them. I dont understand why they will not change my chairs im still ok to exchange them. I paid 2 to 3 hundred dollars for this warranty. I dont feel I should have to stay with my chairs the way they are.

Desired Settlement: I want them to replace my chairs with new ones. If they can not they can replace the whole kitchen set.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize you are not receiving the expected service and benefits of the goof proof plan.

Goof proof provides coverage against most in home accidental damage including scratches. For claims that include scratches, they must be the result of one specific accident and the scratch must penetrate the surface.

Since delivery occurred in 2009 and the damage is unrelated to a defect, Bob's Discount Furniture is unable to offer any recourse. You are encouraged to contact Guardsman or file an appeal with the Executive office, if you believe your claim was improperly denied.

Consumer Response /* (3000, 7, 2013/04/12) */

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

I think it is offensive to me that I paided good money for this 5 yr goof proof plan and that noone can come out and see the chair. they had me send pics of the chairs scratches how can they tell they are not deep, and they were one incident this was not done day by day. this was done in one evening. I do not accept this response.

Business Response /* (4000, 9, 2013/04/18) */

I understand your frustration however, Bob's Discount Furniture is unable to replace the chairs. Please contact Guardsman to file an appeal/review of your denied claim.

Review: Purchased a 5 year protection plan...twice I had issues, twice I was denied coverage.. I gave broken dining room chairs.. First call I made stated that I sat down and it broke..I was told normal use isn't covered. Then my wife stood on one and it broke so I called again and was told that's misuse ..not covered. So what is..well as explained to me if you tripped over something, the chair hit a wall, fell, hit the seat THEN it would be covered.. The coverage CLEARLY states ACCIDENTAL.. I sat.. It ACCIDENTALLY broke! It was NOT intentional which is defined as on purpose..NOT an accident. ACCIDENT is defined as NOT on purpose.. So I have 3 broken chairs that they refuse to fixDesired Settlement: All I want is my chairs repaired.. I paid for accidental breakage coverage. I did NOT break them on purpose..ergo .. It was an accident..

Business

Response:

Good Morning Revdex.com,

Based on the account of occurrences the customer is

reporting we stand behind the fact that Guardian is following the terms and

conditions of the protection plan set forth for all consumers alike.

The occurrence of damage while using an item (any item- I.E.

a lawnmower, a vehicle, a washing or drying machine) for its intended purpose

is not considered an accident in most every industry. The cause of such damages

under normal use (like sitting in a chair that was built specifically for such

an act) is most likely related to normal wear/tear (the customer has had possession

of this merchandise for several years) or a manufacturing defect within the

product itself. The Bobs Discount Furniture manufacturing warranty was valid

for one year on this purchase and expired in 2013. Reporting that you have been

using a chair, which is manufactured and intended for sitting, as a step stool

is in fact abuse of the product and its basic material make up. Our Bob’s Technician

who was in the home on 7.17.2015 determined that these chairs are experiencing

signs of wear and tear and did the best he could to fix what was repairable

outside of any direct warranty coverage associated with Bobs.

While Guardian is a partner of ours and we do continually

stand behind the choices this partner makes under their accidental coverage

guidelines, we will provide the customer with a Bobs Discount Furniture Store

Credit for the 4 side chairs/ 2 arm chairs purchased. By accepting this store credit the customer is compliant with and acknowledging

that the goof proof coverage they purchased for these particular chairs has

been fulfilled. The protection will no longer be active on these chairs

as the plan offers a one time replacement credit on merchandise within the 5

year period of coverage. We will not be responsible for removing the current

chairs the customer has possession of and the store credit can be used at any

of our retail locations towards the purchase of new chairs.

The electronic credit has been uploaded to the customer’s

records and be accessed by our sales associates using this order number: [redacted].

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison