Bob's Discount Furniture

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

Business

Response:

Good Afternoon Revdex.com,

As of

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

the same.

Our

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

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

from us that matches their original living room set.

Our

records further depict that we have provided our customer with compensation

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

concern was addressed by our retail management directly.

Our

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

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

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: 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: 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: 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 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 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: 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: 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 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 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: Bob's does NOT care about the customer. This is the second time I've had furniture delivered and consequently, the second time I've had issues. Just 5 months ago, they delivered my bed frame with two left sideboards that wouldn't allow the bed to be put together. I had to wait a week for them to fix THEIR mistake, take more time from my work to fit THEIR schedule, and all I was given a very insincere attempt at an apology. I was told there was no other option. This week, I ordered a new tempurpedic mattress and was promised the Breakfast with Bob's time frame of 6am-9am. When I got the confirmation call, it stated a delivery time of 12pm-4pm. Confused, I called Bob's "customer service" line. After being told by two associates that there was nothing they could do, I finally got in touch with a manager who no authority to do anything but offer me a $50 Bob's gift card which was an unsatisfactory option. At this point, I had spent about 2 hours on the phone trying to correct THEIR mistake. Finally, I was called by a manager who (due to the weather) could only guarantee delivery before noon & would refund $50 instead of the standard $50 gc. This, at least, was showing some attempt to rectify the situation. This morning, I was called at 9am and was told that I was the next stop. Using the Bob's delivery tracker, it showed an estimated delivery time of 10:05am. When I checked again at 10am, the status had updated to DELIVERED at 9:43am!! Concerned because my mattress still had not been delivered, I called "customer service" (not sure at this point if you can call it that). I was told that they must have gone to the next stop because it was an easier route. The "customer service" associate stated that she could send them a message but could not contact the drivers directly. I calmly expressed to her my overwhelming frustration as a consumer with this ongoing situation. She said, "Have a nice day," and hung up. It is now well past 12pm, and I have no idea where the delivery is or when it will get here.Desired Settlement: I "real apology" from someone who actually cares and compensation for my time, treatment and frustration.

Business

Response:

Good

Morning [redacted],

I

cannot apologize to you enough for all the failures that have incurred during

your purchases with Bobs Discount Furniture. It is totally unacceptable that

you feel you were not met with empathy and kindness while speaking with our Customer

Care Department and I assure you we are not taking your disappointment lightly.

Bobs Discount Furniture honorably wishes to make our failures right by our

valued customers because we understand how important gaining and maintaining

our customer’s trust is to our business.

Our

records reflect that as of 2.15.2014 we have spoken with you and processed a

refund of $99.99 (your delivery fee charged) and are mailing a $200.00 Bobs

Discount Furniture Gift Card to your residence as forms of compensation for all

the aggravations we have caused you. I am so sorry again [redacted] for the amount

of inconvenience you have had to deal with and I pledge to you that the

compensation you have been provided is above and beyond the normal processes we

adhere to. We have provided you with these amounts because we understand that

your frustrations are our faults and your concerns deserved to be handled at

the highest level possible. Thank you for providing us this much needed

feedback as we have already begun to address the training concerns we have at

the various levels of our company that you have made us aware of.

Please

feel free to respond to me through this channel if you have further questions

or concerns I can be of assistance with.

Thank

you for your time and extreme patience [redacted],

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

2 reasons.

I would like to make you aware that things became even worse after I sent this complaint. Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers. I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled. It wasn't until 6:30pm on 2/14 (36 hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/15 (48 hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated service. I was also told I was stop #1. I woke up at 6am on Saturday (my only day off) to wait for the delivery. By 7:20am I called Customer Care to ask for my cr to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am". Much to my surprise, I stated I was the 6:30-9:30 window and she said "well I don't know who would've told you that. I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN. This was again very frustrating as I had an appointment to renew my U.S. Passport at 11am that I could not delay. One hand does not talk to the other at your company. Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize. That was the 1st noble thing anyone from you company did. Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again. I REAL gesture would be a $100 credit on the matress as well as the $99 delivery fee. THAT would encourage me to shop there again rather than being forced to. I would gladly return the $200 gift card and close this complaint if you would accomodate. That would accually reduce your "compensation" to me from $299 to $199.

Sincerely,

[redacted] Keeley

Business

Response:

Good

Afternoon [redacted],

It

is very disturbing to learn that you were further disappointed after filing

your original concern, I do hope you were able to make it to your appointment

and I am happy to know that you also received a direct apology for the delay

with our delivery truck. By offering you a Bobs Discount Furniture gift card

our intention was to satisfy you and provide you with an actual item from our

showroom as an apology. We never meant to make you feel like you were being

forced to shop with us again. I can assure you this is not the normal way we

complete our business and we do have a vested interest in satisfying any

customer who has experienced disappointment on account of our failures. Please

keep the $200.00 gift card to use on a future purchase and I will honor your

request for a $100.00 refund as a further and final form of apology. The gift

card was processed on 2.24.2014 and I would expect to receive this in your regular

mail within the next 10-14 business days. If you’d like to use the credit

before then here is the gift card number as reflected in our system: [redacted].

I

sincerely hope that you view this response as a real effort to assist you with

your concerns and we would truly appreciate another opportunity to earn your

trust back in our business. I have left some directions below for you in

regards to getting your additional $100.00 refunded back to you.

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

-Press the number one (1) on your keypad when you hear Bobs voice.

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

get a refund processed to your credit card and provide them this order number: [redacted].

-At that point they will take your credit card information from

you and complete the processing.

Thank

you for your time and I apologize so much of it has had to go towards resolving

this concern,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I brought a product two years ago, I have been going through issues of the equipment breaking down. Finally they decided to replace the set, but they delivered parts of the set broken. I called for them to fix the issue and I placed an order for the matching piece. Which was to be delivered on Friday Feb 28, 2014. However; they came to deliver on said date but they had no replacement dresser and the other piece I order was completely damage. I called for help for them to correct the problem only to be given another run around.Desired Settlement: I would like all my money back in full, or for them to replace all damage items and to deliver my other item with one year of free warranty service for the trouble they put me through. If not Write me a check for ALL of my money.

Business

Response:

Good

Afternoon Revdex.com,

Please

provide this customer with my sincerest apologies for the failures she has

endured. We have also received her message to our corporate office and in an

effort to make our failures right we placed this customer first and added her

merchandise onto a delivery truck for today. Our records reflect that the

customer’s remaining items were delivered today (3.03.2014) with no other

issues. Please let me know if further resolution is needed on this account.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a sectional at bob in july 2013 and not even a year ,my sectional the leather is peeling strippin damage ,I call bobs they told me it goof proof that there insurance that they sell you with the furniture ,I call them all I get his the run around they don,t covered it ,so why advertise it and sell it to customers and customers can,t get no answers.they have been giving me the run around for the past week and a half plz I need some help before other customer fall for the same thing.I need some answers.Desired Settlement: I would like them to replace my sectional.

Business

Response:

Good Afternoon Ms. [redacted],

I have researched your account, service report as well as the photo of the arm on your sofa. The damage seen in the photo is not reflective of cracking and peeling commonly seen on bonded leather leather furniture products. It appears that there was a specific accident or possibly an improper cleaning product used and someone then peeled an area of the leather off. Goof proof is designed to provide recourse against most common types of in home accidental damage. When and how did this damage occur? Based on the report and pictures supplied by the service technican, Bob's is unable to offer any recourse under the manufactuerer warranty.

If you prefer, you may cancel the goof proof plan for a refund or provide details to Guardian/goof proof as to how the damage occured.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

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: I Bought a sofa and love seat two years ago in July-2012. with additional goof proof coverage for five years from bobs furniture. three weeks ago accidentally I had a cut with knife on top part of the sofa while I was working on the ceiling.when I bought goof proof coverage they said that they do cover accidental cut damage and stains. after reporting my claims to them no one respond me back. called them three times and finally they said this is not covered under my coverage as cut is too big. and she was representing [redacted], a third party company who handle goof proof claim. after few arguments she told me contact bobs furniture. when I call customer service at bobs they said they just sell the products after that its upto [redacted] to approve it or not and want me to call them to resolve it out.for me its a big scam to get extra $100 from each customer in the name of goof proof. if they are not even to listen to his customer.Desired Settlement: either they fix my accidental cut on sofa or replace with new one.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to our customer for the

frustrations the Goof Proof Plan caused after this accident occurred. Our Goof

Proof Plan is far from being a scam and we would never offer our customers any

item that we do not truly believe to be valuable. As we do stand behind all the

products we sell, our customer has already been provided with resolution

directly from Bobs Discount Furniture for this concern. Our records reflect

that on 5.28.2014 (the same date we received this Revdex.com claim) a resolution was

entered into our system to satisfy our customer’s concern.

Review: In February of 2012 I purchased 2 couches from Bob's Discount Furniture. I also got the Warranty which is called "Goof Proof". I paid in total $1605. The reason for this claim is because both couches are literally peeling and falling apart. I called the claims center so they could come to fix this problem but I was told I wasn't covered. I have proof that I bought the warranty. I tried a second time to see what I could do about my furniture falling apart but was now transferred to another company ([redacted]) that handles the claim. This new company instructed me to take pictures and email it to them in which I did, only to be told they could not do nothing for me because this was not covered. On my warranty it specifically says I am covered. Please help me rectify this issue.Desired Settlement: I would like for them to either come fix my couches or replace them.

Business

Response:

Good Morning Revdex.com,

Please give [redacted] my apologies for the disappointment she

is experiencing with her product. After reviewing [redacted]’s account our records

show that we went to [redacted]’s home on 11.09.2013 when she initially reported

her concerns. At the time we agreed to go to the home as a courtesy to see if

we could help [redacted], she was already outside of the Bobs Discount Furniture

Warranty associated with this merchandise. Our technician did make any repairs

he could to [redacted]’s merchandise and also logged that there were several

instances of customer cause damages and wear and tear on these products. This

service was provided to [redacted] from Bobs as a courtesy and there was no cost

to [redacted] for our technician’s labor.

[redacted] did purchase a protection plan for her merchandise at

this time of sale. This protection plan does not extend the manufacturing

warranty on [redacted]’s set. This protection plan, managed through the [redacted] company,

offers coverage against damages that occur as a result of an accident. [redacted]

is a national company and provides protection plans for many furniture

retailers, in order to keep their plan fair for all consumers understandably

there are exclusions to what is covered under this plan. I have looked even

further into [redacted]’s product warranty and verified with the manufacturer/maker

of this set ([redacted] Furniture) that the material is not warrantied through

their company for any period of time. The manufacturer/maker of this product

does offer a limited lifetime warranty on their reclining mechanisms, frame of

the sofa and loveseat (under normal use), and springs. If [redacted] is having

issues with these parts of her product she may contact Bobs Discount Furniture

Customer Care Office (###-###-####) and we can offer to service or order parts

for her under the evidence that her concerns stem from a factory defect.

As a business we have made every effort to locate an

available avenue for resolving [redacted]’s concerns with the material of her set.

We covered the cost of sending a technician to [redacted]’s home when she made us

aware of her concern and we reviewed the photos [redacted] sent us with our

Service Management Staff to ensure we were looking at [redacted]’s claim from all

angles. Like many other retailers, regretfully we are unable to take responsibility

for damages that occur beyond a product’s warranty period. Bobs Discount

Furniture truly wishes to help every customer who has a concern and we are

truly sorry that we have no further recourse to offer [redacted] in the case of

the material concerns she has with her product. Again, if there are other

concerns with [redacted]’s reclining mechanism, frame, or springs Bobs can offer

service to our customer on those portions only.

Business

Response:

Good Morning Revdex.com,

Please give [redacted] my apologies for the disappointment she

is experiencing with her product. After reviewing [redacted]’s account our records

show that we went to [redacted]’s home on 11.09.2013 when she initially reported

her concerns. At the time we agreed to go to the home as a courtesy to see if

we could help [redacted], she was already outside of the Bobs Discount Furniture

Warranty associated with this merchandise. Our technician did make any repairs

he could to [redacted]’s merchandise and also logged that there were several

instances of customer cause damages and wear and tear on these products. This

service was provided to [redacted] from Bobs as a courtesy and there was no cost

to [redacted] for our technician’s labor.

[redacted] did purchase a protection plan for her merchandise at

this time of sale. This protection plan does not extend the manufacturing

warranty on [redacted]’s set. This protection plan, managed through the [redacted] company,

offers coverage against damages that occur as a result of an accident. [redacted]

is a national company and provides protection plans for many furniture

retailers, in order to keep their plan fair for all consumers understandably

there are exclusions to what is covered under this plan. I have looked even

further into [redacted]’s product warranty and verified with the manufacturer/maker

of this set ([redacted] Furniture) that the material is not warrantied through

their company for any period of time. The manufacturer/maker of this product

does offer a limited lifetime warranty on their reclining mechanisms, frame of

the sofa and loveseat (under normal use), and springs. If [redacted] is having

issues with these parts of her product she may contact Bobs Discount Furniture

Customer Care Office (###-###-####) and we can offer to service or order parts

for her under the evidence that her concerns stem from a factory defect.

As a business we have made every effort to locate an

available avenue for resolving [redacted]’s concerns with the material of her set.

We covered the cost of sending a technician to [redacted]’s home when she made us

aware of her concern and we reviewed the photos [redacted] sent us with our

Service Management Staff to ensure we were looking at [redacted]’s claim from all

angles. Like many other retailers, regretfully we are unable to take responsibility

for damages that occur beyond a product’s warranty period. Bobs Discount

Furniture truly wishes to help every customer who has a concern and we are

truly sorry that we have no further recourse to offer [redacted] in the case of

the material concerns she has with her product. Again, if there are other

concerns with [redacted]’s reclining mechanism, frame, or springs Bobs can offer

service to our customer on those portions only.

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: I purchased a few items from bobs discount and it all fell apart and was broken . But my problem is my infant son spilled milk on the couch and now it smells like mildew and im afraid for his safety .after trying to clean it with their product and no such help andonly worse marks I contacted [redacted] and wanted to file a claim. Based and me saying theres tons of stains the couch smells bad they refused my claim.and gave me an attitude and hung up me. My warranty was supposed to cover this . They wiggled their way out of cleaning the couch because of how I "worded it" I was spoken to horribly and hung up.Desired Settlement: All I wanted was a cleaning service through [redacted] but after how I was spoken to and handled I want my money back

Business

Response:

Good Morning [redacted],

I am very sorry to learn of your disappointment with your [redacted]. I assure that this plan is extremely valuable when used within

the appropriate guidelines that the plan denounces. The [redacted] Plan is not intended

to cover multiple occurrences of damage as the detailed contract and the sales

flyer, we provide at the time of sale, indicates. This plan is for coverage on one

time incidents only and I have included the complete contract and the sales flyer

you were provided as attachments for everyone’s review.

I do apologize that the third party company who manages this

plan did not apply any care and empathy to your case when you initially called

and I’ll be happy to review your case in more detail directly from Bobs

Discount Furniture should you be able to supply me with the following photos

thru this Revdex.com channel: