Bob's Discount Furniture

Review: Advertised special order sofa would be available in 21 days or less. I ordered and then after cancellation period Bobs called me and said 3 months.

I have a bobs credit card and they said I had to pay the special order deposit with another credit card. THEY DO NOT USE BOBS CREDIT CARD FOR SPECIAL ORDERS. Something is fishy with Bobs. I contacted the FTC and they said this is suspicious. I could also not use a Bobs gift card that states it is like cash towards the deposit.

This is consumer fraud and I will also write the Attorney Generals Office in NJ NY and CT. Bobs is misleading consumers and using bait and switch. Bobs also removes the furniture tags required by Federal law.

[redacted] should be informed of these criminal acts.Desired Settlement: I want a discount for not providing the furniture as promised.

Business

Response:

Good Morning Revdex.com,

I have just called this customer and left a message on

the machine connected with the phone number [redacted] posted. Please note this

consumer’s association with Revdex.com claim #: [redacted]s I am trying to avoid not

receiving a consumer response again.

There are several different concerns posted within

this complaint and most of them require more information from the customer so

that I can confirm their accuracy as well as address them with the appropriate

departments if deemed necessary.

I have provided [redacted] with my direct telephone number

via my message and am currently awaiting her return phone call.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: After scheduling delivery for my special order couch last week for January 5th and confirming that date AN HOUR AGO, I just received another phone stating that this is incorrect and the item can be scheduled for a delivery date on the 5th but not actually delivered that date. What is wrong with the employees and manager at this location that they do not understand how their system works? When I asked to speak with the manager [redacted] again, he had Lisa come back on the phone and say that that is how it works. I have dealt with so many gimmicks in the last 3 weeks that it ridiculous.

Review: My family ordered furniture for me after hurricane Sandy in 2012 from Bobs. Our salesman upsold us on the Goof Proof insurance saying it will fix 'any problem' we have with the furniture and it is a 'great investment'. That isnt true. They would not fix our faulty table leg, couch cushions that sag, or stains on the couch or table because we moved. Obviously we were going to move if we were in a temporary apartment after a major storm. As of recently I have contacted bobs as have my husband and mother, who paid for the furniture in the first place. Goof proof will not do anything, the store plays dumb, and customer care has kept me on hold for the better part of 10 hours waiting for answers. After five phone calls in 3 days because noone will take responsibility for anything, I am told that while the customer service rep knows what I ordered in terms of replacement cushions for my sad looking couch (horrible quality), their 'parts department' has not inputted the order. If the order is in the system and the parts department is allegedly part of customer care, why can they not access the order?I was also informed that the parts department has no phone number and I am at the mercy of someone in customer care (i use that term 'care' loosely)to call me back after SEVENTY TWO HOURS to then take my payment information. I would just like a new couch or some new cushions, my table not to wobble from a stripped screw hole, and the stains to go away. I also want to make sure nobody will be bamboozled into this fake protection plan and horrible customer service.Desired Settlement: New couch/cushions. New coffee table leg that doesnt wobble and stained part replacement.

Business

Response:

Good Afternoon Revdex.com,

I set up a communication path for [redacted] and myself today

(7.25.2014) and I have provided her with my direct contact number so I can

assist her in resolving her concerns at a rapid pace. We are very sorry for any

inconveniences we have caused [redacted] in this time of need and I look forward

to being able to satisfy her and earn her trust back in our business and our

Customer Care Department.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased furniture from Bob's Discount Furniture and was given a 3 hour window for delivery. The morning of the delivery, I was told I was the second stop. The furniture arrived 12 hours after the scheduled window, with no calls from Customer Service. Every time I called to follow up, I was given a different story as to where the truck was, and when to expect delivery. Was forced to miss a day a work for no reason. Was repeatedly promised a call back from a corporate manager to discuss a resolution, though after repeated emails and phone calls, have still no received the promised phone call.Desired Settlement: I would like the promised phone call from a corporate manager who has the authority to discuss and create a resolution. I do not want to talk with a customer service agent.

Business

Response:

Good Morning Revdex.com,

I called as [redacted] requested and spoke with him yesterday

(1.05.2015) regarding this complaint.

I have sincerely apologized to [redacted] for lack of care and

empathy his concerns were continually met with and thank [redacted] for taking the

time to escalate his concerns so that we can address the obvious coaching

concerns that have been presented to us.

[redacted] and I were able to agree on a satisfactory

resolution for further accommodation which has since been processed and confirmed

with our customer.

Thank you for providing the opportunity to make it right,

Customer Care Corporate Management

Bobs Discount Furniture

Consumer

Response:

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

Sincerely,

Review: I purchased al love seat at bobs discount furniture on end 2011 I do not have any pets or kidsThe couch started to peel off anywhere. We went to bobs to complain and they gave me the run around for two months. After that time I confronted them . Their answer was " nothing they could do" This shows that the specific company does not stand behind their products

Product_Or_Service: Loveseat

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Swap for a new love seat or same value

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with your

bonded leather loveseat. I assure you that Bobs Discount Furniture cares very

much to satisfy all our customers and we stand behind the quality of our

products even after the expiration of our one year guarantee period.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling over time is not

isolated to the bonded leather products we sell at Bobs Discount Furniture. If

you continue to purchase/maintain bonded leather furniture in your home

regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for over three years and in

that three year period our records indicate that you have not reported any

issues to us before now. The Bobs warranty on your merchandise expired over two

years ago and as this concern does not stem from a factory defect in the product’s

workmanship and is viewed as normal wear and tear industry wide, we are only

able to make a store credit offer to you from a place of extreme courtesy and

care.

If you would like to reselect to a different loveseat, made of a different

material that may fit your furniture needs better we can offer to credit you 80%

of the original cost you paid for the loveseat.

In the interest of fairness we would ask that if you want the new

furniture you select to be delivered you cover the cost of that service as

delivering the merchandise has always been a charge we maintain separate from

the cost of our merchandise. We can offer to remove the loveseat you currently

maintain on the same date we deliver the newly selected merchandise and cover

the cost of disposal for you.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a dinning set from the Bobs and because they didn't have any weekend delivery available I opt to pick up the dinning set. When I went to get the set the stock person already had everything ready for me and when I asked was it the right item he assured me it was. He then proceed to put the dinning set in my vehicle and I drove off. When I got home I realized the dinning table was right but they sent we the wrong chairs. I contacted the store right away, I only live 5 minutes away and they told me that they will send me the right chairs but I will have to wait one week. I waited the one week and when I called back I was informed that the chairs Ive been waiting now two weeks for is on back order. Now frustrated with it all, I asked if I can just bring back the wrong chairs and get a refund. The company didn't let me know the item was backordered and they sent me the wrong item. Why should I have to wait another week for something when I wasn't in the wrong? I was looking to simply purchase my chairs somewhere else. Well after asking for a refund I was told that I will have to wait for my chairs to come in because they do not provide refunds. Since I picked up the chair and took them home, I will not be able to get a refund. Even though their stock person told me I had the right product. How can a company send you the wrong product and expect you to wait over 2 weeks to get a new one.

When I looked at the receipt, it doesn't clearly state that if theres a problem with your order you cannot get a refund. If they're going to have some off the wall policy as such they need to make it clear that you will not get your money back for their mistakes. I now have to wait 3 weeks for a product that they mistakenly sent me. The unfortunate part is that they didn't have to wait 3 weeks to process my credit card. I will never shop at this store ever again.Desired Settlement: I want a refund back on my credit card, I do not want a gift card. It needs to be clearly stated on their policy that even if the company makes a mistake and cannot provide the service that they STILL WILL NOT REFUND YOUR MONEY. I will not shop at this company and will not recommend it to anyone else. If your company makes a mistake you should correct it not make your customers suffer in the process.

Review: I purchased the [redacted] set from Bobs in [redacted], October 28, 2014. As of March 2015, all cushions are now sagging on both couches and look horrible! A service tech came in and confirmed that the couch cushions, are in fact sagging. Not only did he confirm the sagging, the first thing he did was unzip the seat cushion and stated that I was given the old foam technology! I was hesitant to bye from Bobs, as my brother had previously owned couches from there, and they sagged and looked terrible. I was assured by the salesman the [redacted] couches have this new cushion technology and they are guaranteed not to sag... After hearing that I received the old cushions in the couch that should never of been made with them, I spoke with costumer service whom declined there is no such thing as new cushion technology!! I was offered new cushions and a trade in, but I feel betrayed and feel that Bobs is dishonest and can not be trusted, I requested a refund. My request was denied. I feel that if I get new cushions or trade in all of this will happen again. I have never seen anything like this! Couches are supposed to last years, not months!!Desired Settlement: I feel if I get new cushions or get store credit for new couches, I will be going through this all over again. I no longer trust Bobs. I signed a contract to receive specific couches with its specific contents, and Bobs did not follow there end of the agreement. I want to return my couches and a receive full refund to purchase couches elsewhere.

Business

Response:

Good Morning Revdex.com,

We are very sorry for any confusion that has been rendered as a

result of the conversations held with our agents. During the time of sale (in

OCT of 2014) we sold and delivered this customer the exact model of furniture

that we displayed, disclosed (there is a placard of material makeup in front of

each living room on our sales floors) and I am assuming sat on by the customer.

Sometime after the customer took possession of this merchandise

the vendor and most of the furniture industry in its entirety (not Bobs

Discount Furniture directly) decided to start manufacturing living room seats

with the inclusion of memory foam and not just high density foam. We were

advised by many of our vendors that they would be sending new sets with this

memory foam seating and then our floor models were swapped out. There is absolutely

no reason why a memory foam seat would “sag” and high density foam would not “sag”.

If there is "sagging" present in the merchandise that shouldn’t be it

is most likely related to a factory defect and not the specific type of foam

that is used. Our business has been selling sets and carrying warranties on

high density foam seats for over twenty years. There are literally millions of

customer around the United States that maintain high density foam cores with no

factory defect present in their living room furniture. Again, our business does

not deceive our customers and this consumer was delivered the exact model

selected during their time of purchase.

This customer’s merchandise is experiencing a factory defect

within warranty and our business has offered multiple routes for resolution by

taking responsibility for this defect. Furniture today is built on an assembly

line at the factory, like any other furniture retailer (or any other business

for that matter) regretfully there are sometimes products that come off of the

assembly line with defects. It normally does take time for these defects to

show up and we stand behind the quality of our product and make it right by our

customers with fair and adequate options for resolution. The fact remains that

just because one product is manufactured with a defect it does not make the

entire product line or the entire inventory of our store defective.

The customer is able to receive one of the following options for

resolution and is asked to contact our Customer Care Call Center ([redacted])

when they are ready to move forward with resolving their concern:

Review: My fiancé and I purchased a dining room table in July 2015, the salesman encouraged us to purchase the "Goof Proof" insurance for the table that would cover any accidents/incidents, which we did. Well a few months after we purchased the dining room table an incident did occur, I unplugged a room air freshener from a wall socket to plug in the vacuum cleaner to vacuum the floor, I placed the air freshener plug on-top of the dining room table as I vacuumed. When I finished vacuuming and returned to the dining room table to plug the air freshener back into the wall socket was when I noticed the air freshener had leaked onto the dining room table and removed the finishing from the table. the damaged area was approximately 5x7 in circumference, no bigger than the size of a deck of playing cards. I immediately called the insurance number to file a claim. I was told to take a picture of the damaged area and an email address where to send the pictures, which I did in a matter of ten minutes. I called back to confirm receipt of the pictures, and was told that a confirmation would come in the form of an email, which it did, 2 days later. In the email, it was stated that the incident was being handled and the issue would be resolved within 15 days. 2 weeks went by, no call, no email, nothing, I then called to inquire of the status and was then told a letter was being mailed to my address outlining the resolution details, I asked when should I receive the letter and was told 10 days, again 2 weeks went by nothing. I then went back to the store where we purchased the dining room table and they offered us no help.Desired Settlement: To either repair the table or replace it. That's what the insurance I purchased promised.

Business

Response:

Good Afternoon Revdex.com,

Our Customer Care Offices have been researching this [redacted]

Claim with [redacted] on the customer’s behalf and as of today (10.21.2015) we contacted the

customer and left messages on ###-###-#### and phone number

###-###-####.

As the customer’s claim for damage is being handled by

the [redacted] company the customer will want to contact the [redacted] company to

complete the processing of this claim.

As of today (10.21.2015) [redacted] is seeking that the

customer call them back by 10.27.2015 to accept one of the options they have in

place for resolution. They currently have two different options available to

disclose to the customer.

We do apologize for any frustration this claim’s process has

caused our customer to experience however at this time the protection plan sold

has not failed our customer.

Please advise the customer to make direct contact with [redacted] by

10.27.2015 so their claim can be completed and resolution processed.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

[redacted] This case started in August 27,2015 and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $200 table or $75 check, when I paid $764.00 for my dining room table. I want what was promised to me when I purchased the $764.00 table either repair or to be replaced in equal value. [redacted] can send a technician to repair my $764.00 table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance. [redacted]

Review: On June 29th I ordered furniture from Bobs when the furniture was delivered it had a defect, the delivery guy said it could be fixed, they scheduled an appointment and after waiting I called and they said the appointment was closed in error I rescheduled and the service tech that came said the sofa had to be exchanged. When they delivered the sofa again it had a defect again, my thing is if you knew you sent me a defective couch before why would you not make sure the couch you resent had no defectives. I want the extra $100 they charge for extended warranty refunded to me. The furniture is defective. I ordered a bedroom set 7/4 and the headboard delivered had a defect as well and the delivery guy fixed it up with a marker but my thing is all Bobs furniture delivered defective. On the sofa they gave me $104 off but I want the $100 extra warranty for both orders refunded to me. If something can be taken off for the headboard that would be fine.Desired Settlement: Refund for warranty for both orders and something off the headboard

Business

Response:

Good Morning [redacted],

I’m very sorry to learn of your overall disappointment

with your items. I assure you that when we initially set you up for service (per

our records – to remove a glue spot from your sofa) we did not plan to fail

you. We offer service first to any customer who has experienced a product

concern as our technician’s are highly trained professionals who can and do

resolve almost all concerns of cosmetic damage.

We obviously have a quality concern to

rectify with the manufacture of this sofa because your second item again is

logged as coming with a spot of glue on the left side facing bottom portion of

the sofa arm. We worked above our normal policies to satisfy you in this case

and provided a further discount on the item (20%) as you graciously agreed to

keep it with this damage.

The refund of $99.99 on the protection plan

that was processed for you is completely

separate from the concern we resolved (by refunding 20%) with the sofa.

Per our records this transaction cites that you “no longer want the plan”

therefore the plan you purchased was canceled and you have no extended

protection remaining on your living room furniture > Sales order # [redacted].

Should

you wish to cancel the protection plan you purchased on your bedroom set (which

we HIGHLY recommended you don’t given the extreme benefits the plan carries for

five years) for a refund then that is certainly within your rights as a

consumer – just advise our Customer Care Group by 9.25.2015 of this desire via

telephone (###-###-####) and we will process this transaction for you. My

apologies for the multiple deliveries you have been thru and for the damaged

product you received however an insurance plan of this nature cannot be offered

to any customer at no cost.

In regards to the damage you are reporting

on your headboard – I am unable to locate any information as to what the “damage”

actually is. Your Headboard was delivered on 07/25/2015 and we have no report

until now of your disappointment with it. If you accepted service from the

delivery personnel we would normally consider that concern closed as resolved.

If you’d like me to look into discounting this item further for you please send

thru a picture of the damage (Via Revdex.com) and a description of the damage (I.E –

Chip, Knick, Gouge, Scrape, etc.). After reviewing this information I will

respond to you again thru this mediation channel with what concession amount we

are able to offer you on the headboard.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not receive the $99 refund for the protection plan for the sofa. I called over 2 weeks ago to cancel the protection plan for the headboard, footboard and table and was told in 7-14 days I would receive the refund. I called last week 2 times to follow up. I was left on hold then told a supervisor would call me back after checking with the accounting department.(evening call thought it was odd the accounting dept would be open) I called the next day because I received no call and was told they still checking with the accounting department and would call be back whether the accounting dept. responded or not. Great Customer Service. I will try and call again.

Sincerely,

Business

Response:

Good Evening [redacted],

Thank you for your response as I don’t see any indication of

report in regards to your headboard damage I will repost my initial response to

that concern:

In

regards to the damage you are reporting on your headboard – I am unable to

locate any information as to what the “damage” actually is. Your Headboard was

delivered on 07/25/2015 and we have no report until now of your disappointment

with it. If you accepted service from the delivery personnel we would normally

consider that concern closed as resolved. If you’d like me to look into

discounting this item further for you please send thru a picture of the damage

(Via Revdex.com) and a description of the damage (I.E – Chip, Knick, Gouge, Scrape,

etc.). After reviewing this information I will respond to you again thru this

mediation channel with what concession amount we are able to offer you on the

headboard.

I am very sorry about the confusion associated with your check for

$108.86 for the Goof Proof Plan refund on the living room furniture. Our

records indicate that as of 9.16.2015 a check was mailed out to you for this

refund request. You should be receiving that check soon and I apologize again

for the wait associated with this refund.

Thank you for contacting our call center to get the refund of the

Goof Proof Plan from your bedroom set processed. As this transaction was

entered for you on 9.14.2015 please allow the normal wait time for refund

processing to occur before expecting this check in your mail. As stated on your

sales invoice the processing time associated with any check refund is 16 days.

As we are mailing this check to you ([redacted] please do not associate Sundays in

this count.

I look forward to hearing back from you with the needed

information on your headboard concern and apologize to you again for the

inconveniences we have caused you.

Sincerely,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Hi

Review: On 1/1/2016 my wife and I visited the local [redacted] store to shop for a bedroom set and mattress. The sales rep who we worked with was wonderful; she took her time to show us the options and did not rush us into a purchase. When we decided on a bedroom set, we were informed that all of the products being purchased were available for delivery, accept for the bed. We scheduled initial delivery of the rest of the bedroom set and then confirmed delivery of the bed and mattress for Saturday 1/23/16. On Monday, 1/18/16 I received an automated call confirming that the bed and mattress were available and delivery was confirmed for Saturday, 1/23/16. On Thursday, 1/21/16 I received an automated call stating that the delivery would need to be rescheduled (not cancelled) due to possible snow on Saturday and via the prompts I selected 1/27/16 for delivery (all of the days available were weekdays, causing me to have to take a day off from work). This is completely understandable as the delivery agents' lives should not be put at risk due to hazardous road conditions. Yesterday, 1/25/16 I received an automated call at 9:46AM confirming my delivery for Wednesday 1/27/16. Then at 4:51PM I received a call from the original sales person explaining that the bed was in fact on back order and delivery will now be 2/13/16. I was at work and could not spend time to consider how this can be possible so I agreed to the delivery date, of course under the impression that there was a mistake and the unit was still back-ordered from when the original order was placed. Yesterday evening after work I called customer service and asked for an explanation of how a unit that was available for delivery last week can possibly be on back-order this week. This is when I was told that because the delivery was "cancelled" (which it was not, it was rescheduled) the hold was lifted from my bed and it was given to another customer. I told the rep that this was not acceptable as I had paid for the product, and Bob's had rescheduled (not cancelled) the delivery, not me. I was told there is nothing that can be done and I would be "considered" for compensation after delivery. I was not told in what form or how much compensation would be involved and that it would be "considered" not guaranteed. So I am now in a position where I have to wait an additional 17 days for my products and I have to rely on good faith (from a company that gave my product that I paid for to another customer) to possibly be compensated. Again, absolutely unacceptable. Furthermore, when I asked if I can cancel the full order due to this complete lack or care and respect for their customers and the hard earned money I spent on the bedroom set and mattress with an assumed delivery of 1/23/16, I was told that I could only cancel what has not yet been delivered. So in review, my product which I paid for in advance has been given to another customer because Bob's needed to reschedule for 4 days later, yet my options are to either wait an additional 17 days and be "considered" for compensation, or cancel the bed portion of the bedroom set and be stuck with a night stand, dresser, and chest that won't match a different bed from another company.Desired Settlement: I would like the bed to be delivered tomorrow, 1/27/16 as it was scheduled to be. If this is not an option because Bob's does not handle their own manufacturing and there is no bed available, I would like in writing what method of compensation and how much compensation I will be provided. I believe I should be compensated in the form of partial refund, and not in store credit or gift cards, in addition to a full refund of money paid towards delivery.

Business

Response:

Good Afternoon Revdex.com,

I am so

sorry to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position at this point. I find it very alarming that any

member of our staff indicated that we gave another customer this customer’s

product.

Our

normal processes for delivery to all customers consist of loading merchandise

to a transfer truck (usually an 18 wheeler) that brings the merchandise to a

depot (Delivery Company) that we subcontract to closer to the customer’s

residence. The merchandise is then offloaded and reloaded to the box truck that

will deliver directly to the customer. Whether the pending delivery is canceled

all together or rescheduled our system views it as a cancelation. The

merchandise that is on the box truck then gets placed onto a returns trailer

(normally this trailer has returning merchandise from customer’s homes/warranty

claims and customers’ old bedding that we take back from new bedding purchases

on it) and shipped back to our distribution center. We cannot tally this

merchandise into our ‘new furniture inventory’ as in most cases we are unable

to sell it at all in the condition it returns to us in; the customer’s sales

order will only look for inventory based off of what we currently have factory

fresh wrapped in our distribution center

racks. With that being conveyed, we literally do not have the capabilities to

give away any customer’s merchandise to other customers in a situation of

canceling a current delivery and rescheduling to a different date. It is much

more likely that our inventory system experienced a glitch in tracking due to

the large amount of rescheduling or that we had previously sold off all the

beds we had in our racks to customer’s who were scheduled for delivery during the snow storm (we canceled thousands and

thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on

this communication and properly educate the staff member involved.

As a

retail chain, and not a manufacturer, we have little control over the

availability of some product. As this is a shipment our inventory system

clearly expected in sooner there is always the chance that the overseas

shipping container will make it to our Distribution Center sooner than the

anticipated date we have right now. Please pass on our sincerest apologies that

we haven’t been able to deliver this purchase as advised to our customer and as

we have previously disclosed the merchandise will not be made available to us

to deliver to the customer prior to 2.13.2016.

We have

the current options available for recourse in relation to this customer’s

concern:

Either:

Review: I purchased an item in store on Thursday March 21, 2013 for a scheduled delivery on Monday March 25th 2013. Upon delivery of said item it was incorrect and returned without incident - or so I thought. When discussed with "the manager" I was told I would receive and immediate credit to my account as a debit card was used for above said purchase. Multiple phone calls later their "system is down" and cannot refund what is their error and I am stuck waiting for a 344.50 $ refund. It will be "handled" when their system is ready - I am sorry but not only did they not try to resolve the issue and error made on behalf of their salesman - they don't seem to care that they have money that my family needs - it was not a credit card - it was a debit card and we are not fortunate enough to simply be able to wait for them to return it when and if there "system" is ready. I hae read hundreds of stories where people from Bob's have not received their money or refund and I am desperate to get our money back.The bed was not signed for and refusal highlighted by the very nice delivery men. The management and customer service are the problem!!!!!Please advise!!!!!!!

Product_Or_Service: BED

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want my refund as promised !!

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Ms.[redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if you were misinformed about the contents of your order. I understand that you purchased a full size bookcase headboard yet expected to receive the complete bed.

Your refund was processed on, 3/26/13 however, we appreciate your business and apologize for the inconvenience; If you reinstate the order we will apply a $50 credit toward the complete bed making you responsible for $100 as opposed to $150.00.

We hope that you accept our offer.

Review: We purchased furniture on 1/6/13, a couch and chair and a queen size mattress and box spring. What a nightmare this has been! On day of delivery, one of the delivery man broke a hanging plant filled with dirt while installing couch and hid it (along with other delivery garbage) by pushing the couch in place. Went to store with pictures and they agreed to refund delivery charges of $229.99, but failed to credit the tax on the delivery charge of $18.69. Subsequent to this, we received 2 defective mattresses (determined by their service technician) and a defective couch. Again went to store and we agree to select a different mattress which was less in price and a new couch and chair, also less in price. The first mattress was $1119.76 and the lesser price mattress was $599.00, a difference of $520.76, with tax, the credit issued should have been $563.07. The store issued a credit of $498.21, a difference of $64.86. This third mattress was also defective (determined by their service technician) and mattress and box spring were picked up and returned. My wife has called their customer service at 1-[redacted] on April 20, 2013 and was told they were not accounting and they would send an email to accounting and they would call her back. She waited until April 29, 2013, called again and was given the same message of not accounting someone would call her back. To date, May 6, 2013, no one has called back. They have issued credit for lesser price furniture that was purchased and defective mattress and box spring, but they still owe us credit.

Product_Or_Service: Couch Chair Mattress Box Sprg

Order_Number: [redacted]

Account_Number: [redacted]

Desired Settlement: Want the amount of $83.55 ($18.69 delivery tax charge and $64.86 price difference of mattress) refunded to my credit account of Bob's through Wells Fargo Bank

Business

Response:

Business Response /* (1000, 5, 2013/05/10) */

Good Morning Mr. [redacted],

I have researched your account and processed the requested refund. You can expect $83.55 to post to your Wells Fargo finance account within 1 full billing cycle.

Review: I purchased a leather sofa, loveseat, chair and Ottoman from Bob's. It is the focal point of our living room. We sit on it only occasionally like when we have company. Which, honestly is not a daily or weekly affair. Every piece is now cracking or peeling at an alarming rate. This is occurring in parts that aren't even sat upon, such as the underside of the arm rest and spreading upward and outward. I also purchased the goof proof plan. Unfortunately, my time with the plan had expired. I am very upset and feel that I was ripped off and led into believing I was purchasing a quality piece of furniture. This leaves me feeling that I never want to shop at Bob's again.

Desired Settlement: I simply want to have furniture that is going to stand the test of time and not be sitting in my living room with a peeling appearance.

Business

Response:

Business Response /* (1000, 5, 2013/09/03) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise has failed to meet your quality expectations.

Given the 10/8/2005, date of delivery, we are unable to offer recourse. The manufacture warranty went into effect for a period of one year after delivery and the goof proof plan provided coverage for 5 years.

Your business is appreciated however, we are unable to honor your desired resolution.

Review: Will not cover damage to furniture and I have purchase their protection plan, the reason was I can not tell them how it was damageDesired Settlement: I will they to fix it or replace the piece. If not I want a full refund of the purchase price of the furniture and protection plan

Business

Response:

Good Morning,

I spoke with Mr. [redacted] on, 10/17/13 and he explained that after having a small gathering at his home he noticed a hole and a tear on the back cushion of the sofa. Since he was unable to explain how the damage occured, his [redacted] claim was denied for "unknown damage".

As a result we have canceled the [redacted] plan at Mr. [redacted]'s request and he will contact his local Bob's Discount Furniture store to provide his credit card information and complete the refund process.

I explained that although the [redacted] plan has been canceled, we (bobs) will provide coverage against manufacturer defects for one year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I still have a damage sofa they should explain the protection plan better and not call it [redacted],

no were on that contract state that I must know how it happen. l accept my refund because that the only option bobs will do.

Review: I purchased a leather living room set in the year 2010. In August, 2013, I noticed the leather sofa had a large split. I was told that the split could not be repaired. I bought a warrantee so it was covered in case of damage. I called Bobs Furniture and was told to pick something else out. In the amount $799.00 I chose the same sofa because $799.00 was not enough to purchase a new set. The new sofa was delivered in August 2013. I threw out the old sofa since it was damaged. I was never told to return the damaged sofa to the store. On October 3, 2013 Bob's Furniture truck came to my door asking for the damaged sofa. I asked them why I was not told this the day of delivery. The damaged sofa was outside in front of my house on the day of delivery. I never received a contract just a reference number [redacted]. Now Bob's Furniture wants to charge me $418.00.Desired Settlement: I should not have to pay $418.00. I was never given a contract regarding the sofa exchange transaction only a reference number. I was never told to hold the damaged sofa for pick up. My entire home was furnished through out the years by Bob's Furniture. I never had a problem like this before. I would like to remain a faithful customer but this really disappointed me.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. Our records indicate that we authorized you to reselect to a new livingroom set however, a reselection transaction requires that we pick up the furniture set in your home so that it can be returned to the manufactuerer, if the return is due to a defect.

I have discussed your account with our Store Audit supervisor and she has agreed to resolve and/or zero out the balance on your account so that you are not charged or sent to collections.

Please note for future reference that we must always pick up furniture that is in your possesion prior to the delivery of new furniture or at the same time as delivery.

Review: I was sold a five year goof proof plus warranty for $99 and 10 months later my furniture is damaged and they say it is not covered under the warranty. The damage was caused accidently which is part of the warranty coverage but they are using words to get around covering the chair. The chair is part of a three piece living room set in leather.Desired Settlement: They already sent someone who said it can't be fixed and that I should put it through the good proof warranty for replacement. Also, let customers know what things are not covered in the warranty and don't be so quick to sell it and say that everything is covered under the warranty for 5 years and tag the $99 fee to the purchase.

Business

Response:

Good Afternoon,

I have spoken with [redacted] and we are granting her an even exchange of the leather chair she had a concern with. I would say this issue is closed on our end and we have met the needs of our valued customer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: In December 2010, I purchased 2 sofas & a loveseat from Bob's Furniture. In April 2012, one sofa was replaced due to a broken spring. The sofa that it was replaced with has a broken arm rest and an unexplainable black ink/grease coming from within the sofa and has stained the cushions. Bob's furniture has no explanation for the ink/grease stain and has referred me to the manufacturing insurance company to file a claim. When I filed the claim, they said since the stain was not done by us and it's coming from within the sofa itself, it does not fall within with the guarantee/warranty. And the armrest was inspected by one of their technicians on Jan. 9th, 2014, who attempted to correct the issue, but the armrest is has no cushion and all you feel is wood.The loveseat that originally purchased in 12/10 has also a broken popped spring underneath and a broken leg that cannot be screwed back into the sofa. The sofa is not safe to utilize. The manufacturer warranty company now wants me to take a photo of the issue and email it to them.Bob's furniture has less than acceptable quality goods and their customer service needs great improvement.Desired Settlement: I would like a full refund for the second sofa that was purchased in April 2012 and the loveseat that was purchased in December 2010. I would not like a replacement due to the issue of poor quality from Bob's Furniture

Business

Response:

Good

Afternoon [redacted],

I am very

sorry to hear that you are so dissatisfied with your products from Bobs

Discount Furniture. I do understand your aggravations and assure you that we

sincerely want to help every customer who has a product concern.

Our records

reflect that your two (2) “Classy” sofas and (1) “Classy” loveseat were first

delivered on December 20, 2010 and your communications regarding displeasure

have been extremely sporadic over the course of several years. In September of

2011, having had the set for nine months, we came to your residence to service

your loveseat for wobbly leg concerns. Our technician repaired this concern and

Mr. [redacted] confirmed with our Customer Care Agent that he was satisfied with

this service. A few months later at the end of December-2011, you reported that

that one (1) sofa from your set had a spring that popped through the bottom of

it. Our technician came to your residence and deemed this to be a manufacturing

defect. When you reported this concern to us your manufacturing warranty had

already expired so we referred you to the [redacted] company as they cover such

damages after expiration of the initial Bobs One Year Factory Guarantee. On

February 7, 2012 the [redacted] company provided you with a store credit in the amount

of $557.75 for the one (1) “Classy” sofa that had the popped spring. You used

that credit to purchase one (1) “Oxford” sofa that was delivered on April 11,

2012. Your account indicates that for nearly two years (20 months) after this

delivery you did not communicate any concerns with the three (3) items in your

home.

On December

20, 2013 you contacted Bobs Discount Furniture and reported that the legs of

all three (3) of your items were loose. You also reported that the arm of your

“Oxford” sofa was loose. You did not, nor does your account reflect having

ever, reported the concern of “unexplainable

black ink/grease coming from within the sofa and has stained the cushions”. I

have attached the pictures our technician took of the ‘Oxford’ sofa in your home

on January 9, 2014 to this response. I truly apologize that you are

experiencing this concern however we have been selling this specific sofa for

many years and I am certain that there are no materials within this sofa that

would cause this type of concern, it is simply not possible. The photos I have

attached (Oxford Pic -1/Oxford Pic-2) indicate that someone or something

stained the seat cushion. These photos further indicate it is very probable

that the stained seat cushion was flipped over to hide the stain and when this

specific seat was sat on again, the pressure applied to the seat caused this

stain to mark transfer residue on the decking underneath it. As the seat

cushion fabric and decking fabric are made of two different materials the stain

appears in a color variation. This is no way a cause of faulty manufacturing or

a damage that Bobs Discount Furniture can take responsibility for. I am

sincerely sorry that Bobs Discount Furniture has no recourse to offer you in

regards to the staining on your “Oxford” sofa.

My suggestion to you would be to

review your contract from [redacted] that covers this sofa for one time in home

accidents. There are certain stains that are covered incidents as long as they

are reported within [redacted]’s guidelines. I would not contact [redacted] until

you review their terms and conditions (attached to your contract) and are

certain of specific details surrounding this stain. For example, in order for

an accident of this nature to be covered [redacted] does require that the consumer

reports an accident happening within the last thirty (30) days and that the

particular substance causing this stain is listed as a coverable substance on

their contract. [redacted] does not cover certain substance stains such as air

freshener. If you require a copy of your [redacted] contract sent to you we can

mail one to you upon your request.

In regards to the “Classy” loveseat

that was delivered to your home on December 20, 2010 I have attached a third

picture that shows the spring has popped through the bottom dust cover (Classy

loveseat Pic-1). Our technician deemed the spring popping to be a manufacturing

defect and as you were upgraded to our Goof Proof Plus Protection plan (on December 30, 2013) this loveseat was given

a five year Bobs Factory Guarantee from its original date of delivery. Due to

the fact that this is a defective item still under a factory guarantee period

we can honor your request to have this loveseat removed from your home for a

refund. Your original invoice states that you paid $477.74 for this loveseat

and I have placed a return order in our system for this loveseat and the amount

of money you spent on your Goof Proof for this loveseat. Please contact our

Customer Care Department to schedule this pickup at your earliest convenience. Our

phone number is ###-###-#### and we are open Mon-Sat from 6:30am – 8:00pm. For

your convenience I would advise the agent you speak with that you are calling

to schedule a pick up of your loveseat reflected as order number: [redacted]. If you do not schedule this return for pick

up prior to March 3, 2014 it will be voided from our system under the

impression you do not wish to receive this option for resolution.

I apologize again that you have endured

so much stress with your products and I am glad to have been able to resolve

one of your concerns in the manner you requested.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Dining room tabled purchased with warranty. Stain is coming off with a soft sponge and water. Warranty company [redacted] goof proof will not cover these damages because an accident did not occur and tells me to contact Bobs. bobs will not help in any way because they say that it is not a manufacturer defect. They have no reports on items be because people give up on trying because you get nowhere with them. This is the second item that I had to deal with this. I gave up the last time because these companies give you the run around and lasts MONTHS. NO ONE WILL HELP YOU OR EVEN CALL YOU BACK. I have called many times, people have came to my house to inspect the products, I have sent pictures and wasted hours of time fighting on the phone with no solution or progress only aggravation.Desired Settlement: I would like to either have the table fixed or replaced with the same one or one that looks like it or refunded my money.

Business

Response:

Good

Afternoon [redacted],

I

am very sorry that you are experiencing such disappointment with you product

and service you have received from us. I understand your frustrations and

assure you that Bobs Discount Furniture works very hard every day to ensure our

cherished customers are satisfied.

After

reviewing your account I feel that it is necessary to offer you resolution for

this concern and I apologize again that you needed to escalate your concern so

highly in order to get it properly recognized. As of recently we stopped

carrying the current table you own due to a decrease in popularity and

projected sales. I have processed a ‘reselection store credit’ for you in our

system. Please feel welcome to visit one of our Bobs showrooms and select

another table that will fit well with your chairs. The total credit is made of

up the full price you paid for your table and the amount of Goof Proof you

purchased on your table. Your original invoice reflects $179.56 paid for the

table and I have added a $39.99 credit for the Goof Proof plan you purchased.

The total amount available for you to reselect with is $239.04. Please use this

credit prior to 4.20.2014 as it will expire after that. In order to provide you

the best care possible we will also cover the cost of delivering your new table

as an apology for the aggravation you have endured with this concern. Please provide

your salesperson this credit number: [redacted] while making the new purchase.

Please

feel free to respond to me through this channel should you have any other

questions or concerns regarding this credit and I do hope that we have met your

request to a satisfactory result.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a kitchen set along with their extended damage warranty. My glass table broke. I contacted them in a timely manner, filled out paper work in a timely manner and received an email stating they received my information and would contact me immediately to resolve this issue. I have never heard from them again although I contacted Bob's repeatedly, they tell me it is handles by a third party so they cannot help me. The third party company is called [redacted]. They have no email nor have I been given a phone number. my last email from Bob's provided a claim number with again no phone number.Desired Settlement: I want a new piece of replacement glass sent to my home.

Business

Response:

Good

Afternoon Revdex.com,

I

have just left this customer a voicemail (2.27.2014 at 3:20PM) regarding some

options for resolution I have for her. I have left her my direct contact number

and I hope to hear from her soon as I truly wish to provide her the help she is

seeking through this channel.

Please

pass along my email address as well in the case she prefers written

communication: [redacted] .

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought the montreal from bobs my table started looking scratched they called a tech he said it was a manufactures defect we got another table the same thing happened we called bob they said it was our fault and refused to help us we bought there goof proofand they refused to help they said my warrenty expiered thats why bobs wouldnt help bobs said to appeal we could not talk to any supervisors because they are always in meetingsDesired Settlement: it was not our fault we dont even eat on table

Business

Response:

Good Afternoon Mrs. [redacted],

I have researched your account and apologize that the table has failed to meet your quality expectations.

Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.

Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.

The available option to you at this time would be the best effort touch up by our Service technican.

Review: On Sunday March 23rd I ordered a black leather storage Ot[redacted]an from your [redacted] location.I was called in to pick it up on Friday the 28th. I arrived at the store, and the item was loaded into my vehicle.Once home I opened the item to find it was the wrong color (white). At this point I called the store and was told that I had to bring it back to the store. This was the first problem, as I dont see why I should sit in traffic for another hour or two because of your stores mistake. I made this clear, and the lady on the phone told me that she would waive the fee. The item was scheduled to be delivered on Wednesday April 2nd.I took the entire day off of work, as requested by Bobs, to be available for the delivery. It was scheduled for 11am-2pm.At 4pm on the 2nd your incredibly unprofessional delivery staff arrived, proceeded to place their binder of papers on my girlfriends flower pot, crushing the flowers underneath. They then set their pens and other paperwork on the roof of my neighbors car. I cannot even begin to tell you the level of outrage here, this is completely unacceptable behavior, and extremely disrespectful. But it gets worse.The driver then unloaded my ot[redacted]an, which was white. Thats correct, a second Ot[redacted]an in the wrong color. He then asked my girlfriend for the use of her cell phone to call the store, as he didnt have his own apparently. I have lost an entire days wages ($220), wasted multiple hours of my time driving to and from your store, had my personal effects damaged by your employees. I called your store immediately and was placed on hold for 37 minutes before the line was disconnected.Someone from the store finally called me, and discussed the issue with me. He then told me that there was no chance at all of me recovering my lost wages, and offered me a discount on future purchases. This is a completely unacceptable response.I need to know how you plan on making this correct, as of right now I am out $200 for the ot[redacted]an that I do not have, $220 for the entire wasted day that I had to take off of work, and at least 3 hours of my time spent dealing with all of these pathetic issues.When calling your corporate office at ###-###-#### it states the number has changed and requests that I call the exact same number, ###-###-####. This puts you in a loop where nobody ever answers.Desired Settlement: I would like the correct Ot[redacted]an delivered, and compensation for the wages I lost, waiting for Bobs to deliver a second defective item. This compensation can be in cash, or in store credit.[redacted]

Business

Response:

Good

Morning Revdex.com,

I

am so very sorry for the failures that this customer has had to endure based

off of our error in making his sale incorrectly. We expect all of our delivery

teams to behave in the utmost professional manner and I thank this customer for

bringing these failures to our attention so we may have the opportunity to

address the obvious coaching concerns we have. I assure this customer that Bobs

Discount Furniture cares very much for his concerns and our intention was never

to create inconvenience for him during his purchase/delivery.

Bob’s prides itself on providing our customer

quality service and the best value product for the price. Our primary focus is

on ‘Making It Right’ so that our customer is satisfied with the product that

they have purchased from us. We currently have a delivery scheduled for 4.16.2014

to resolve this concern. While it is not normal procedure to do so, I recognize

that we have caused our customer a great deal of inconvenience. For that

reason, I will make a note that once we have made everything right, we will

review this customer’s account to determine if further action should to be

taken. Please advise this customer that upon completion of their delivery, the driver

is expected to call into our Customer Care Department to allow us to speak

directly with them. If our customer still believes that further resolution is

needed to rectify this concern we can discuss what, if any, further resolution will

be offered.

I

genuinely apologize again for the impression this customer has been left with

of our business.

Thank

you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison