Bob's Discount Furniture

Review: Purchased a complete bedroom set and at the time of delivery we pointed out to the delivery team all sorts of imperfections, damages and broken pieces. The delivery team just instructed us that we should call to report the issues to the customer service center, which we did that exact same day. They did not instruct us that we had the option of not accepting delivery and ask for a refund.When we called customer service they instructed us that because we kept the furniture we did not have the option to return the furniture and ask for a refund. We just had the option to ask for an exchange for the same furniture set or a store credit.We are not satisfied at all with the quality of the furniture and are dissatisfied with the misinformation that we were provided with. If we had known that we should have told the delivery team to take back the furniture, we would have. But instead they just told us to cal customer service to report the issues, and that is exactly what we did.Desired Settlement: The only option that Bob's Furniture offered was the option of a store credit so that we can choose another bedroom set and exchange it. We chose the refund because otherwise we would have to keep the damaged furniture.What we would like is to have a refund so that we can buy the furniture somewhere else.

Business

Response:

Good Afternoon [redacted],

I apologize to you sincerely that your concerns have not been met

with the appropriate amount of ownership and responsibly on our part. I certainly understand why you are requesting

that we work above our normal policies and remove your bedroom set from your

home for a monetary refund. At this time we want you to know that we do care

about our customers and will do what is right to satisfy their concerns.

We have placed a return order into our system for your bedroom set

(Order number: [redacted]) and the associated funds you were charged our goof

proof plus protection plan on your nightstand alone ($39.99). Please contact

our retail location where you purchased to provide them with your credit card

information and schedule a pick up date for the bedroom set. You can contact

our store at ###-###-#### anytime between the hours of 10:00am -9:00pm Monday

–Saturday. Please ensure you press the number one (1) on your phone’s keypad

when you hear Bob’s voice and this will connect you directly to our office. Once

the merchandise has returned to our inventory the refund amount of $1,035.75 will

automatically be released from our Accounting Department to the bank that

manages your credit card.

[redacted], please accept my apologies again for our mistakes and I do

hope that you find the rest of the merchandise you purchased from us highly

satisfactory.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Greetings, My Problem started around Last year we had purchased a sofa and love seat set from the store and as always added the Warranty or Goof Proof Plan. After a while with the one couch it was noticed a draw on the underside had broken off and per the the Goof Proof it was covered by the Plan. The phone call was made to file a claim. Now starts the problem, Once you call the number for the protection plan your are now redirected that if you bought your furniture within another time call another number. So I did call the Other number and the woman took the claim and said they would be in contact with us. After about a Month an no Call I then called back the Protection Number only to be told that the Claim was never submitted and yet they took all my information the first time but they would be happy to transfer me and was once again redirected to the original phone number called that they would take my information. After waiting 25 Min on Hold to speak to a call taker I was once again Told my Purchase was made by around a certain date and I needed to call the Second phone number to report this matter. After 3 Months of going back and forth and not being found in the system With 6 Calls Made and Had my information finally I get a Phone call that someone is coming to check the furniture. Three Weeks Later a Worker comes to my door and Says she Needed to check the Furniture and Check the problem and then Advised I will Submit the Problem. That is the last I hear from anyone for 2 Months. I go to call the Phone number to the claims and they now tell us the claim has been submitted to call back in a week. This goes on for another 2 months and Numerous messages left to Some Voicemail of the company. Again I call the number and Im told that the claim for the LOVESEAT for the Price of $699.00 has Gone thru and I can just go to Bobs and pick out the replacement. Thats Great But It not the right Item. I call and Go thru the Process again only to be told Its all Expired and not honored.Desired Settlement: I just want My Couch replaced the right one like I was originally Told if anything happens to it by BOB'S. Its Not my Fault that that this process took a year to resolve and due to they said they had sent 1 letter claiming to go pick out a couch which was never received. I am A very Patient person who Yes I was not on the phone every 5 seconds I do work in Public Safety so I can not sit on a phone all hours of the day waiting to speak to a Human and I do work Very Odd hours.

Business

Response:

Good Morning,

This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.

Sincerely,

Business

Response:

Good Morning,

This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.

Sincerely,

Review: basically I have problems with multiple complaint types. I have gotta ripped off at bobs furniture. it was lithely going through hell to get my merchandise in which I payed in full for with receipts claiming so. but of course it took them 8 months and 7 attempts to deliver my stuff, and finally da 7th attempt my furniture was damaged again and had to be replaced. but a few days later I was notified by the store manager Johann that theres a mistake on the account and I actually owe bobs $287.00, so I wouldn't be receiving my items until I pay the owed amount. which is impossible caused I payed Tiffany the other manager in full and in cash and I revived the receipt claiming so. now I was told to either pay the amount or just forfeit my items and wait 8 weeks for a check in the mail, now I am furious and more irritated I already waited 8 months and tried everything I can, all my complaints is on the bobs account I also made sure all the managers noted there name after every promise they made to me and was broken. so I am a very dissatisfied customer if they would of gave me my money back I would of took it asap, but they don't give u the option even if they send u damaged merchandise 3 times. if any can help me I would be very thankful.Desired Settlement: a full investigation on why I was forced to pay the extra amount when my receipt saids everything is paid for in full. the items was already in my house if I never complained again about the damages I saw basically they never would of said anything about me owing more money. since I complained again and the manager got nasty she came out of nowhere with this amount.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] today (7.15.2014) via phone and

agreed to complete extensive research on his account to determine why he was

charged the additional monies he has cited via this complaint. After speaking

with [redacted], I completely agree with his frustrations and have provided him with

my full name and direct contact information in an effort to prove to him that

Bobs cares very much to resolve our customer’s concerns.

I will be in constant contact with [redacted] regarding this

concern and will make every effort possible to earn [redacted] trust back in our

business by properly resolving his complaint.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: On July 31st, I purchased a chair & sofa from Bob's. It was all to be delivered on August 9th. 10 minutes before the truck arrived, I received a phone call stating the chair was damaged and won't be delivered. After spending over 30 minutes on hold, I was told "it happens all the time." I spoke to someone the next day who said it was damaged on Aug 7th, and a replacement was sent overnight to the warehouse but it didn't make it in time. I now know this was a lie. A replacement delivery was scheduled for Aug 16. I was told it would "definitely be there." I received 2 calls confirming delivery on the 16th. At 7pm pm on Aug 14th I received a call to tell me the chair is now back ordered and won't be delivered until mid October. How can the chair be back ordered now, when it wasn't when I bought it? It stands to reason that if a replacement was sent, as I was told, to be delivered on the 9th, it would still be in a warehouse with my name on it waiting for me. That was all a lie. I was told they do not check whether or not an item is in stock until it is to be pulled for delivery. I asked if Bob's regularly sells items to people without checking if they actually have them, and was told "Yes." Meanwhile, my credit card has been charged for for the chair, the extended warranty for the chair, and delivery for the chair. I was also told they would "consider" compensation for all the hassle, but not until after it is delivered, which would put it outside of the window for me to dispute the charge to my credit card- the only leverage I have as a consumer. I don't think they'd let me buy over $1,000 of merchandise and pay for it 12 weeks later, why should I pay for something I haven't received, and won't for at least 9 more weeks? I just want to be told the truth. I've been lied to so many times throughout this, I don't know what to believe anymore. If they hadn't screwed up delivering the 1st chair, this wouldn't be happening.Desired Settlement: I want what I paid for, or I want my money back until it arrives. I'd also like to be told the truth as to exactly what happened because what I've been told this far is contradictory and therefore impossible to be entirely truthful.

Business

Response:

Good Afternoon [redacted],

I apologize that you feel so

disappointed by the service that you have received thus far. I assure you that

our customers are the most important part of our business and the information

you have received from our staff is factual. I apologize in advance that this

response is going to be long winded however the information you are asking for

is extremely detailed in its nature and I feel you deserve the appropriate

response that you have escalated your concern to the Revdex.com to obtain.

When merchandise is initially

written into our computer (time of sale), our inventory system runs a check on

stock. You are scheduled for your delivery date based off of what our inventory

system presents at this time for availability. In your case it was scheduled

for 8.09.2014 as your sofa and chair showed in stock within our ** distribution

center.

A few days prior to your actual

delivery date your merchandise is picked from the racks in our ** distribution

center and loaded to a transfer truck that will travel from ** to a

subcontracted trucking company’s depot location in **; in your specific order

our records indicate that this loading process occurred on 8.07.2014. As a

business we complete about 3,000 deliveries a day and regretfully there is not

enough man power to ensure that every single item is opened, looked at, and

repackaged before it makes its transit to our trucking companies’ possession.

In reality checking every item could cause more chance for damage and we must

place a certain amount of confidence in our manufacturer’s abilities to

properly package their products for transit and sale. Over the course of more

than two decades in business we maintain a 97% completion rate for merchandise

arriving in good condition. I am so sorry that your chair was part of the

failed 3% on the initial delivery date and I assure you, as you were informed

we tried our very best to avoid you having to deal with that occurrence at all.

When we are made aware of an item

being damaged during transit we will try and get a replacement in good

condition out to the trucking depot as soon as possible to avoid displeasing

our customer. There is a very small window of time in between the item arriving

to be unloaded and reloaded from a transfer truck to a delivery truck and this

also depends on the timing of when the trucking company initially notices that

the item may have suffered damage and opens the packaging to confirm such

thoughts. In example, some transfer trucks (usually 18 wheelers) work overnight

and arrive at these depots somewhere close to midnight. We wouldn’t have been

informed of the located damage on your chair until we opened the following

morning leaving us with less than a day to get a replacement chair on another

transfer truck for your scheduled delivery date. If the transfer truck doesn’t

make it in time or cannot be unloaded in time to be reloaded to the delivery

truck your sofa was already on (along with at least ten other customer’s

furnishings) it will not make it out for delivery.

Throughout each business day our

trucking companies are continually releasing what we call “return trailers”. A

“return trailer” is a transfer truck that is built and managed to hold what we

would consider trash merchandise as well as returning merchandise from customer’s

homes (along the lines of a customer receiving a replacement sofa because

theirs suffered a manufacturing defect within warranty). These trailers will

also contain merchandise that we have sent down that will not be delivered to

customers within that same delivery date. The trucking companies do not

commonly have space for storage so they will not hold inventory for an extended

period of time and our inventory must remain accounted for at all times. The

replacement chair that was sent down for you was sent back on a return trailer

containing trash and used furniture on the same day it arrived to that depot.

We also take many safety precautions with these trailers to avoid any type of

contamination occurring within our warehouse therefore the merchandise

returning on these trainers is not factored into our inventory count for new

sales for obvious reasons.

When we rescheduled your chair

delivery for 8.16.2014 our computer told us the chair was available and we saw

no reason as to why your chair would not ship as verified for delivery on

8.16.2014. Please know that your rescheduled delivery is viewed as a “new sale”

to our inventory system. This means that your chair would follow the same exact

process as I have outlined above to get to you. On 8.14.2014 when we went to

physically load your chair to a transfer truck for shipment we were met with shock and disappointment that

our computer miscalculated the stock it told us we had available to ship for

new merchandise. When our department was made aware of this inaccuracy we

relayed this unfortunate information to you.

At this point we were at the mercy

of waiting on a replenishment container shipment for our overseas vendor. Our

inventory system told us that we wouldn’t be receiving this container shipment

until the October timeframe you were quoted. When we are waiting on a container

shipment because our inventory has been completely depleted (or completely

locked to another customers order) our system automatically populates the worst

case scenario factoring in time for the reality of our business which is time

for an actual container ship making its way across the ocean, through united

states customs, onto a Vendor’s 18 wheeler transfer truck, and into the yard of

our ** distribution center where it is finally off loaded and checked into our

inventory.

Our records

indicate that as of yesterday (8.17.2014) we called you to advise you that we

now show stock in our ** distribution center and can schedule your chair for

delivery. This means that one of two things occurred. We either received our

replenishment container much earlier than expected or the multitude of customers

who had this particular chair logistically reserved to their order for this

past weekend’s tax free sales in the state of [redacted], canceled these

orders which freed up previously accounted for inventory and made it possibly

to schedule your sales order. Because your sales order wasn’t rescheduled due

to the far out October arrival we anticipated there wasn’t any merchandise

locked to your order and our system read your sales order again as a new sale.

[redacted] I am

so sorry again that your specific chair has experienced so many transit and

inventory concerns. Bobs Discount Furniture prides itself on providing our

customers with the best quality merchandise for the best price point possible

and we always look to rectify our mistakes prior to discussing a further

apology. We still want very much to deliver you the chair you originally

selected to match your sofa. Please contact us at ###-###-#### ( Mon-Sat: 630a

-8:00p) or you may contact your retail location directly by dialing ###-###-####

and pressing the number one (1) on your phone’s key pad after you have heard

Bob’s voice. We are eager to hear from you at your earliest convenience to

schedule a delivery date for your chair. If you still remain unsatisfied after

we have made our failure right by you (by delivering your chair) we can then

revisit your account to determine a reasonable offer as a further apology to you

in the form of a Bobs Discount Furniture Gift Card. While I genuinely hope this

doesn’t happen it is within your control to cancel the sale of the chair and receive

a monetary refund for the chair and any differences in delivery and Goof Proof

Plus charges this chair refund may have on your order while just the cost of

the sofa remains.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Recently purchased a marble dinning table with 8 chairs. I've had the table delivered damaged. Two other attempts was made to deliver a table free of defects, yet the new tables arrived with worst damage. I have on a previous occasion purchased a living room set, but never again......The response from the store was to keep the table and offer us a 20% discount with or without the one year store warranty. Without the one year store warranty I was offered a 30% discount. Or store credit refund for future items at the store. I wouldn't for the life of me recommend Bob's Furniture Discount to none of my family or friends.I feel that having paid for new furniture that if I choose to terminate the purchase, that I should be able to get a full refund, and not just a store discount since I'm not getting what I paid for. I don't know their record with the Revdex.com but I know with me it is forever tainted.Even if I get no resolution, I just wanted to let you know and others that Bob's is not such a good store. To buy quality furniture. Sadly enough, they have lost a customer and possibly customers with this shoddy transaction and attempt to satisfy this customer.Desired Settlement: People should get what they pay for or get a full refund if requested without being offered so many different substitutes.

Business

Response:

Good Morning [redacted],

I am very sorry to hear about the terrible experience you

have had with Bobs Discount Furniture. I assure you that we always seek to

provide our customers with the best options available to them while working

within the needs of our business. I would be happy to take a look into your

account and see if there is anything else I can offer you to satisfy your concern

and ultimately win your trust back in our business.

I am unable to access the sales order that you have

indicated you purchased from us with the information you have provided in this

complaint. Can you please respond to me and provide me with your account

information so that I can perform a secondary review on the options you were

offered?

Any of the following information will be extremely helpful:

The full name listed on your sales invoice

The phone number listed on your sales invoice

The delivery address of the merchandise

The sales order number reflected on your invoice

Thank you for your time [redacted] and I am eager to receive your

response so that I can help you further.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: A year after Super Storm Sundy, I bought all my furniture damaged by the flood from BOb's Furniture. Prices were affordable and the quality of the furniture not too bad. As an advice from the salesmen, we bought a protection plan to protect our investment. The Salesman Said "if your dogs or any pet, or someone else damages up your furniture by accident, it will be repaired when possible or replace by a new one if necessary." Every year of the coverage, "apparently 5 years term of protection," you will call us and will cheerfully come to give your furniture a protection treatment. I called them because the cloth that wraps the cushion on all of the 8 dinning room chairs have damage. The thread of the material keeps of sticking out. Three of the chairs wood frame are are loose and need reinforcement to avoid them from falling apart. They send an inspector who when entering saw my dachshund (toy size) dog and he intermediately said: Don't tell me that your dog did not ruin the chairs because believe I have been doing this business for quite a while and and I know he did it. You can not tell me that dog did do it. So he told me to call the insurance and tell them that it people had damaged my chairs during a party. The insurance did not cover it because they assumed that there was not accidental damage but damage because of daily use. We only sit a those chairs for major holidays like three times a year of if we have visitors. Everyone involved in he process of the protection plan misleads the buyers or the users after the purchase. They do not know what the exant extent of their own protection plan and expect the customer to buy it and understand without explaining it to them in a honest way. I Expend money and what it was promised was not not true. Buyers be careful with false promises and expectations from this business.Desired Settlement: Replacement of every single piece of furniture or repair them.

Business

Response:

Good Afternoon [redacted],

I apologize for your disappoint in the valuable protection

plan we offer our customers and I further apologize for the abrasive experience

you allege to have endured from our service professional. I assure you that we

stand behind the value in all the products we sell and strive to meet our customer’s

needs with empathy and kindness each day.

Our records reflect

that your six (6) side chairs were delivered on 3.16.2013 and your first report

of concern came to us on 8.12.2014. As you have indicated the ‘[redacted]’

program is designed to protect your furniture against damage from accident. I do apologize however the manner that you are

reporting the damage in this complaint alone leads one to believe that your

concerns are the result of normal wear and regretfully normal wear is not

offered as a coverable incident under this protection plan.

[redacted] Inc. is a national company that

is partnered with various furniture retailers and in order for the plan to

remain fair for all consumers alike there must be exceptions to the coverage

the plan is able to offer. The time of sale is a very exciting time and we do

expect our sales professionals to provide our customers with a general overview

of the plan during this exciting time when we know that many important details

are not always heard by our customers. We do provide an informational flyer

along with your sales invoice that denotes exactly what the plan covers and an

overview of that flyer refers consumers to follow up with their specific plan

documents because there are exclusions to coverage.

Again I apologize for the nature in which you cite our technician

addressed you and your pet while inside your residence, we do not find this

type of behavior acceptable and will certainly follow up on the clear coaching

concerns we have. Our technician did report locating at least one scratch

(about an inch in length) on all six (6) of your chairs and it is my belief

that this is what he may have been trying to help you get covered through the ‘[redacted] Plan’. The Bobs Discount Furniture Factory Guarantee expired on your

merchandise and Bobs is unable to take responsibility for concerns that occur

outside of that warranty period. Our service technician was sent to your home

at no cost to you has courtesy to see if we could help make any repairs to your

chairs on a best effort basis because we care for our customers very much. Unfortunately

when a technician locates damages caused by the customer or the environment they

become worried about making any repair at no cost for liability reasons.

I can offer to review photos of the six (6) chairs and the

current concerns you have with them, you may send these photos to me through

this Revdex.com channel and I will review the concerns and the overall condition of

your chairs with our Service Manager. I will be happy to complete more research

on your behalf to see what, if any, resolution we can offer after receiving photos

of your merchandise. Please include at least one photo of each chair in its entireness.

If the “looseness” is something that is hard to show via photos that is

understandable however I still ask for pictures of each chair to determine if I

can offer to cover the cost of a different ‘best effort’ service technician

coming to your residence.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I purchased a bedroom set (2 twin beds, night table and TV cabinet) for delivery after I moved on October 25th. Delivery was scheduled for Tuesday, Oct 28th in the morning. They did not show up and could not get any firm information throughout the day, just excuses. They arrived after 5PM and the 'Delivery Team' of 2 persons was clearly inept. They put two headboards on one bed, etc. finally announcing they did not have all the needed pieces to complete the assembly. I had them take back everything. Throughout the day I was on the phone with the store, but to no real satisfaction. I was going to cancel the order, but the Store Manager offered first half, then full refund of the delivery charge and that Thursday morning there would be a delivery without fail. Come Thursday, Oct 30th it was much the same story; however, the delivery team was much better. It once again turned out that there was a missing item (a box marked footboard, actually contained a headboard) and they couldn't complete the assembly. Continued conversations with the store resulted in the furniture staying assembled to the point of one unassembled bed and another promise that Saturday morning, Nov 1st the missing footboard would arrive and assembly finished. If it didn't arrive someone from the store would bring a frame to my home so the bed could be used. I find that delivery time for Saturday was not going to be the morning, rather became progressively later through out the day - they arrived at 6:30PM. The store kept saying they will be there, they will be there, knowing someone would have to bring a frame to my home if they didn't. I requested my refund of the delivery charge. I was told it would be processed on the next business day.Desired Settlement: Delivery charge refund is pending.

Business

Response:

Good Afternoon Revdex.com,

I am very sorry to learn of the disappointment our customer

experienced overall and we are truly apologetic for the inconvenience we caused

our customer during the delivery of her merchandise.

Our records reflect that the refund of the customer’s

original delivery fee was fully released from our systems as of 11.02.2014

under credit number: [redacted]. While it is not within our normal procedures to

compensate our customers by way of monetary refund we do recognize that we

caused this customer a great deal of inconvenience and for that reason we have

worked above and beyond our normal process in an effort to bring our customer

some form of satisfaction.

Review: Furniture was delivered. My property was damaged along with the furniture. The delivery personnel spoke to my wife at our house directly claiming the damage done will come out of their own checks. This was intimidating to my wife so I asked if they could send different personnel to remove the damaged furniture from my house. The sent the same personnel. They came back to pickup damaged property but could not remove from my house. We incurred additional damage to furniture and my property. I have spent hours on the phone to finally agree on keeping the damaged furniture at a discount as we did not want them coming back to our house. At their request, I got an estimate on the damage. The manager I dealt with named [redacted] emphatically assured me that we would be compensated for the damage to our property after we settled the damaged furniture issue. There was significant damage done to the property. This manager I have spoken with for the last 4 months has not returned a phone call in a month after leaving message after message and their customer service dept claims the case is closed.Desired Settlement: Reimbursement for damage done to property.

Business

Response:

Good Afternoon Revdex.com,

We apologize that Mr. [redacted] experienced any concerns with the

merchandise or the behavior set forth by the delivery team. Our records outline several refunds processed

to Mr. [redacted] as resolution for the merchandise concerns and as our apology for

associated failures in scheduling and alleged delivery team behaviors.

Following our normal operations for Property Claim involving a

third party provider, Mr. [redacted] claim was handled and followed thru on unswervingly

by the third party provider. Mr. [redacted] was provided with a follow up from the

trucking company directly per the below included copy of email. Should Mr.

[redacted] have further questions or concerns regarding this specific property claim

we encourage him to follow the direction set forth by the trucking company in

the included communication:

From: [redacted]

Sent: Thursday, January 22, 2015 3:29 PM

To: [redacted]

Cc: [redacted]

Subject: Bob's Discount Furniture Damage Claim #[redacted]

FOLLOWING EMAIL FROM [redacted]

Dear [redacted]

It’s been brought to my attention that

your damage claim with Bob’s Discount Furniture from March 21, 2014, has

been denied as of April 24, 2014.

During our initial contact in March, you

indicated you would not be pursuing this damage claim.

Our policy is to keep damage claims open for

only 30 days. With that in mind, we are notifying you in writing to

consider this damage claim now officially closed.

If you have any concerns or questions,

please contact me directly.

Regards,

[redacted]

Email: [redacted]

Phone: [redacted]

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I made a purchase of a bedroom set from BOB'S (Invoice# [redacted]) on November 27, 2010, with a delivery date of December 29, 2010. I called BOB'S customer service at [redacted] on Friday July 3, 2015, to file a claim on the frame of the bed. The latch that holds the frame to headboard broke off the headboard causing the left side of the bed to be on the floor. I was informed because I did not know how the damage occurred I will not be able to put in a claim on the damaged merchandise. I obtained Goof proof plan, and a kit I was "let to believe covers all damages" to the furniture. (This was salesman [redacted] explanation to me on why I should purchased the Goof proof plan at an additional amount of $249.99. I am asking for a refund of the GOOF Proof plan and the bed frame and headboard as well. I am forced to go purchase a new bed frame and headboard so that I do not sleep on the floor.Desired Settlement: I am asking for a refund of the GOOF Proof plan and the bed frame and headboard as well.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the

time of sale that very clearly indicates there are some exclusion(s) to the

protection plan, that the plan is for accidental damage coverage, and the document further encourages the

consumer to read their full plan papers for the list of exclusions. As the

manager of the plan, Guardian is responsible for sending the consumer the plan

documents. Should the customer decide that they would like to review the

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

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

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

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

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

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

see no reason not to trust that Guardian is continually sending these documents

as many claims for coverage are routinely approved.

I have attached the terms and

conditions (Guardian provides) for your review. Please see the below exert from

the Terms and Conditions page as it is clearly indicated that an accident must

be reported to initiate coverage details within the protection plan:

CRYPTON

BRAND COVERAGE:

•

……. The Plan covers materials and labor costs to service your furniture item in

the event your furniture item becomes accidentally damaged during normal

residential use ……

We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further for the customer at this time.

At this time we ask that the customer provide photographic

evidence via this Revdex.com channel of the damage and the merchandise. This

merchandise has been in the customer’s possession for nearly five years and as

there is no remaining warranty coverage thru Bobs Discount Furniture remaining

we reserve the right to inspect the merchandise prior to disclosing what (if

any) type of courtesy offer we are able to make.

To move forward please advise the

customer that we require a minimum of four (3) pictures (in color) for each

item that is listed in the report to Guardian. I have listed the requirements

below to ensure our request is specifically notated:

-Minimum 3 Photos of the Bed (or

its pieces):

- 1 Picture that clearly shows the entire Bed or its pieces

(rails/footboard/headboard) if the bed is fully disassembled

-

1 Picture that clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

We will review these photos and

respond with what, if any, options for resolution we may have to offer this

customer.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).

Sincerely,

Business

Response:

Good Morning Revdex.com,

Please pass on our thank you to the customer for submitting

the requested photos. The photo that the customer has selected to include of

the goof proof flyer offers clear evidence as to why his claim was denied by

the Guardian company. The flyer (see the lower right hand side) denotes that

damages are covered from accidental occurrences only and that there are

exclusions to coverage. The goof proof plan sold to this customer has not

failed as the customer’s concern does not fall in line with the coverage

details.

As an extreme one time courtesy and for the reason that Bobs

Discount Furniture truly cares for all of our customers we can offer the

following options for resolution:

Please advise the customer to select an (one) option for

resolution and respond via the Revdex.com with how they would like to proceed.

Option #1:

We will provide the customer with a Bobs Discount Furniture store

credit for the amount originally paid for the (This offer applies to the Queen

Sized Headboard/Footboard/Railings ONLY) queen sized bed. The customer can use

this credit towards the purchase of a new bed, should the customer wish to have

the new bed delivered and assembled a new delivery fee will be charged on the

new sales order. If this option is selected, we will expect to remove the

current headboard/footboard/and railings the customer has in the home on the

same date we deliver the newly selected product.

-OR-

Option #2:

We will provide the customer with a Bobs Discount Furniture Gift

Card to cover the cost of purchasing a Queen Sized Metal Bed Frame. We will mail out this gift card and once received

the customer may visit any showroom to purchase the metal bed frame. This

option will aide in getting the mattress sleep set onto a proper support.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: going to purchase anything from Bob's again due to the reason of there faulty furniture that it is being sold. The purchase that was made I didn't expect for it to break with the normal use of sleeping on it after only 4 1/2 years. There was no physical damage done to the frame or headboard. Bob's salesman pushed a protection plan on the consumers were the mark up is between 50% and up profit where the salesman is making anywhere between 10 to 15% in commission like I said I don't plan on making any more purchases with Bob's. I am totally disappointed that with Bob's. I am never

Sincerely,

Review: I had furniture delivered on 08/18/2015. On 09/03/2015 started noticing that there were scratches on 2 of the cushions.

I had purchased their "goof proof protection", so I called them to inquire about warranty protection. Was informed that furniture issue was not covered under this protection plan. Called Bobs furniture to inform them of my situation but was told that the problem was due to normal wear and tear so they are not responsible. This furniture is 16 days old and is already showing signs of poor workmanship and inferior quality. I would like resolution to this problem but have no where else to turn.

Thank youDesired Settlement: Replacement of the seat cushions in question. Or money refunded.

Business

Response:

Good Morning Revdex.com,

We are sorry that our customer is experiencing any concerns while seeking to

use the protection plan purchased and/or communicating damages to us directly.

We most certainly want to help our customer however we are not

being provided with the information needed to allow the assistance to take

place. It is uncommon that scratches just appear on furniture and our trifold,

provided to every customer at the time of sale, indicates that the customer

should contact us within three days of their delivery to make us aware of any

concern they feel may have been present from the point of delivery. When we are

called several weeks later and told about cosmetic damages (such as scratches)

as a business we must seek further information so that we can properly assist

that customer and all customer’s alike.

If the customer can report a coverable accidental incident (what ‘goof

proof’ covers) that caused these scratches we can process the claim via the

protection plan they purchased, offering the benefits that are associated with

this plan in full. I have attached the plan terms and conditions for reference.

If the customer continues to maintain that this cosmetic damage just appeared on

its own or that it just wasn’t reported all together we ask that the customer

submit photos of the damage and the piece itself. We will review these photos

with our Service Management Team and respond with what courtesy option, if any,

for partial coverage may be available for resolution here.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My husband and I purchased furniture from Bobs Discount Furniture located in [redacted]. We purchased a living room set, and 2 bunk bed sets. The furniture was delivered to our new home at [redacted] in [redacted] on 8/24. The parts to put my 2 year old son's bed together were missing. The delivery personnel confirmed that the parts would arrive in approximately 5 business days, and to call back when they arrived to finish putting the bed together. We have called Bobs 4 times since then. Each time, we are told they cannot "confirm" when the parts will arrive, but that they have been shipped. We call back each week and receive the same answer. Additionally, it takes approximately 20 minutes on hold before I can speak to anyone regarding this issue. Finally, my two year old son has been sleeping on a mattress on the floor in his room. Last night, his head hit a baseboard heater due to the fact that there is no bedframe. And, Bob's Discount Furniture left very heavy boxes all over his room which I cannot move myself and I'm concerned will fall and hurt one of my children.

I've yet to hear back from anyone at the company with a resolution.

I can be reached at ###-###-#### or [redacted]. Thank youDesired Settlement: I would like the parts to be delivered ASAP and finish setting up my son's bed.

I would also like to be refunded either the total bed cost, or at least the delivery charges (as it's been almost 4 weeks).

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience this experience

caused our customer. There is no doubt after reviewing this complaint that we

failed our customer on several different levels and we remain very embarrassed

regarding the failures we caused to our customer.

We can certainly understand the customer’s frustration and acknowledge

the reasons why the customer feels they are owed something additional after the

completion of their delivery. At this time the customer’s account reflects that

the new merchandise has been successfully delivered as of 9.22.2015.

Bob’s prides itself on providing quality service and the best value product for

the price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us.

Normally we offer any type of additional apology in the form of a Bobs Discount

Furniture Gift Card because as a business we understand the importance of

earning our customer’s trust back and proving to our customer that delivery

failures are not part of the normal daily operations that have helped us grow

to be one of the largest furniture retailers in the U.S. We also wish to

provide our customers with a tangible item as a further form of apology rather

than just committing to the act of pacifying someone with a monetary amount.

Should the customer wish not to provide us with another opportunity to deliver

merchandise we can understand the reasons why in this scenario and have several

cash and carry items that can be taken from our Showrooms or pit locations as

our free gift of apology.

While it is not normal procedure to so we do recognize that we

have failed our customer on some extreme levels and we are willing to make an

exception in this case to work above our normal compensation guidelines and

policies.

I have listed two (2) options

below for the customer to choose from for compensation. Please have the

customer select (1) one option and respond back to us via this Revdex.com channel:

:#1:

We will process a Bobs Discount Furniture Gift Card in the full amount of the

delivery fee paid ($229.99)

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the amount of the

delivery fee paid and refund the remaining ½ to the customer’s original method

of payment.

We look forward to hearing back from our customer and we apologize again for

the concerns our failures caused to her family.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: When I purchased my dining room table, I decided to also purchase the 5 year Goof Proof Plus after being persuaded by a salesman who led me to believe that every accident would be covered, regardless the degree of damage. When my accident occurred, I filed the necessary paperwork and was given the runaround for nearly a month. When I finally called the customer service line, the representative that I spoke with told me my accident could have been prevented and the scratch on my table could not be repaired since it exceeded 3 inches in length. However, the contract for the goof proof does not state anywhere that scratches that are longer than 3 inches will not be repaired. The associate whom I spoke with on the phone made it very clear that I was mislead. I would like to receive the services that I paid for and would like for my table to repaired.Desired Settlement: I would like my table to repaired and receive the services I paid for.

Business

Response:

Good Afternoon Revdex.com,

While we apologize to our customer for any disappointment

they have experienced while using their protection plan this dispute is in

relation to a claim for service through an entirely different business

([redacted] Protection Products).

In an effort to ensure our customer’s claim was handled

fairly I was able to obtain the denial reasoning and photos of the damage in

reference to this claim.

Please see the attachment showing the multiple spots of

scuffing and scraping on the table.

The claim was

deemed ineligible for coverage as the [redacted] company as that this is

accumulated damage and by their assessment the damaged areas do not match the

scenario provided; which was the customer stating that the damage occurred when

he was wearing a tool belt and accidentally scratched the table. [redacted] has

the right to deny claims for coverage under their own guidelines and has

presented enough evidence to us to support the claim being denied. While we truly

wish we could, we are unable to force another business into overturning a

claim.

Bobs Discount

Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to

concerns of manufacturing defects (this is outlined on several pieces of

documentation provided at the time of sale) and this damage is clearly not

related to a defect. I apologize again that we have no further recourse to

offer this concern directly at this time.

Kindest

Regards,

Stephanie A.

G[redacted]

Bobs Discount

Furniture

Customer Care

Corporate Liaison

Review: I purchased a new bedroom set in sept 2014 and I started to have issues with the bed around july 2015 and I was still under my one year warranty. I then called customer service for bobs, and spoke to a customer service agent that told me a service guy would come to my house. it was a saturday with a 4 hour window. service guy explained to me what I needed. it was on backorder they said until the end of august, beggining of Sept came around and I called and they said, "oh we had that part in for weeks" ok thanks, we will have a service guy come out a saturday with another 4 hour window. next service guy came and then said oh this guy ordered the wrong part. you need this part. waited another 2 weeks for another saturday with ANOTHER 4 hour window to then have him tell me I need a new bed. spoke to a customer service rep while the service guy was at my house and he said we will replace your bed "it is broken" ok no problem. I explained to him that I am moving to not deliver anything he said that is fine we can deliver to the new address. I then moved called bobs and NOW they want to tell me I need to do an exchange after everything. explained to them I do not have the old bed and nobody ever told me to have it. called on wednesday the 18th for that information and they told me we will have a supervisor call within 24/48hours. waited till friday and called back. PROMISED a call back that day. monday came called again, they said I will have a manager call within 24/48hours. wednesday comes along and they then told me I PROMISE I will have someone call you by the end of the day. Friday I call the 27th and explain to them again and they tell me sorry we have a long hold.. waited 20min hung up and called saturday the 28th. they FINALLY got a supervisor and she put me on hold for around 10min to tell me they will take 30% off and I would have to pay for the difference. I find that CRAZY !! if I was told to have my old bed I would of had my old bed. however I was not told that and they expect me to pay for a new bed. only 70% of it. I find that ridiculous and very poor in communication as well as the customer service did not help me whats so ever.Desired Settlement: I would like for them to deliver the new bed like they told me they would for the lack of communication and for the amount of time I have waited. also because I was still under warranty when I made the initial call.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for any inconvenience this customer has experienced with their bed.

As we take our customer’s concerns very seriously I have pulled the call that

the customer references in their complaint and listened to the call in its entirety.

While we remain very sorry for inconveniences we caused to this customer the

recording does not support the information provided in the posting to you.

Here is what the customer posted:

“spoke

to a customer service rep while the service guy was at my house and he said we

will replace your bed "it is broken" ok no problem. I explained to

him that I am moving to not deliver anything he said that is fine we can

deliver to the new address.”

The call begins with the driver

calling in to tell our representative (Michael) that they do not believe they

can complete the stop in full with the parts they have been supplied with.

Ultimately the driver was explaining to Michael that it looks like the original

delivery team did not properly assemble the bed and the bed is sitting

lopsided, while he can exchange the bed railings (2 pieces of wood that attach

to the headboard/footboard) the driver

continues to describe that he doesn’t have the slats (wooden pieces that go

under the mattress/foundation for support) to completely correct the issue.

Michael continues to ask the driver the appropriate questions to ensure he is

clear as to what the driver is communicating and the driver proceeds to go

check his truck to ensure that he didn’t miss anything during his original

sweep. During the time the driver is away Michael apologizes to the customer

and the customer communicates his understandable aggravation that this concern

has yet to be resolved. When the driver returns to the line he again explains

to Michael that there is a slat connection part in the box however he cannot

complete the stop and correct the original assembly concern with the parts he

has. After Michael and the driver agree on the next best steps to take for the

customer’s benefit (the bed was certainly present in the home at this time) the

customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to

be replaced”. Michael then goes on to explain that he has asked the driver

to leave certain parts behind from their stop today so that when the whole bed

gets replaced “we can replace anything

that needs to be done”. The customer and Michael continue to talk about the

scheduling of the bed replacement and the driver is approved to leave, the

customer asks if they can contact us back to schedule because they have time

frame constraints for the first day available (which was a Tuesday). Michael

then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”.

There was never a mention of the customer

moving or any communication from Michael that would lead the customer to believe

that we did not intend on “replacing” and/or “exchanging” the current

merchandise that was in the home. There are several points of communication,

including the portion about us using the parts we instructed the driver to

leave behind if necessary, that verify we were arranging to have the bed

exchanged.

The word exchange is defined as: an act of giving one thing and receiving

another (especially of the same type or value) in return.

In the long run the merchandise in the home was paying

for the replacement of the bed under the terms of the manufacturing

warranty. As we

absolutely take responsibility and ownership for the mistakes that occurred

initially causing the customer so much inconvenience we made the customer a

courtesy offer in lieu of not being able to cover the cost of replacing a bed

in full that the customer disposed of on their own terms (outside of the

agreements made with our business).

We are willing- as an additional courtesy to

upgrade our original offer from 30% store credit towards the new bed to 50%

store credit towards the new bed and we will cover the cost of delivering and

assembling the new bed. This store credit can be processed in the form of a

Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards

any bed (really any item) that we offer, online or within our showrooms).

We apologize to the customer again for the

concerns we did cause overall and hope our customer can understand our position

as a business while we work to the best of our ability to meet the demands of

our customer.

If the customer would like to have the

upgraded courtesy offer processed please ask them to respond to the Revdex.com.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.

Review: Yet again Bobs dropped the ball. They were supposed to have my custom couches in by a guaranteed time and did not. They sent a loaner in the meantime, however the week they were supposed to be in they actually came in, but wouldn't deliver them because they only deliver to my area on Tuesdays or Thursdays so after all the back and forth they couldn't make an exception and deliver them so I did receive them on time as previously guaranteed. Today, they were supposed to deliver my couches and take back the loaners between 9-12. The delivery guy called and said he would be here by 10. Never showed. He called back at 11:30 and said something happened, but would be here by 12:30/1 and would call when he was a half an hour away. He never called so I called Bobs to see what was going on. They said that they weren't actually delivering the couches today, just picking up the loaners and that my couches wouldn't be delivered until the 16th, which I never set up and got a confirmation call yesterday from bobs saying they would be delivered today. Finally the truck showed up at 2pm and I told them I wouldn't return the couches until mine were delivered. I waited all day, rescheduled my whole day to be here and now have to set another day aside for yet another bobs customer service glitch. These people are playing games and need to get it together. Oh and they charged me a delivery fee which I was told would be waived when we paid in full. They don't care about their customers or their customers time.Desired Settlement: First off my delivery fee should be waived as previously promised. Second off I want an apology. Thirdly they should really train their employees better and treat their customers with some respect that we deserve.

Business

Response:

Good Afternoon Revdex.com,

This complaint is

based off of already filed/closed complaint# [redacted]. Please log within this

original complaint number if at all possible.

As stated in my previous responses to our customer, we

worked well beyond any procedures we normally have in place to try and make

this original concern right. With this being said we truly entered uncharted territory

to please our customer and I apologize that in our quest to deliver and

retrieve we have caused our customer more inconvenience.

I most certainly apologize for any confusion on our part

that has angered our customer and at this point I truly wish to help our

customer move forward and get the furniture she initially wanted.

This customer’s special order merchandise has been loaded to

a delivery truck for tomorrow (10.14.2014) with an estimated time slot for

arrival of: 8:26am-11:26am.

I am unaware of the merchandise being scheduled for

10.16.2014 as our system is indicating we will retrieve the current product and

deliver the new product tomorrow.

While the mediating assistance of the Revdex.com is greatly

appreciated it is always better for our customer to communicate directly with

us when a pending delivery or pick up is involved so that we can keep the

customer up to date in regards to shipping/delivery times.

If [redacted] can be available tomorrow (10.14.2014) for delivery

then we can certainly make the exchange for her tomorrow morning. If [redacted] cannot be available for delivery tomorrow we do ask that she follow up with us

directly to make changes to this account. I can be directly reached by email at

[redacted] should immediate changes need to be made to the pending delivery date we have

on file.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Less than 2 years ago, I puchased a loveseat and sofa set which costs about $900 with the warranty. I was told that the warranty ([redacted]) covered everything that could possibly happen to the furniture. No specifications were explained to me. However, I was given a brochure and I did read over it before purchasing the insurance. In August, I felt springs while sitting on the pillows of my furniture. So, I lifted up a pillow to evaluate it and noticed that the lining was torn under the pillows. My boyfriend and I are the only ones that live here and we both work full-time jobs. So, therefore the furniture is not being overly sat on- if that is even possible. Well, I called the "protection plan" that is suppose to cover "everything" and apparently my issue isn't covered- neither one. The lining because it is not at the base and the springs in the pillows they can only put filling in them. Okay, I told them that the brochure stated otherwise, and they ask me to read the 4 page handout that I should have received at the time of purchase. I never received that and I told them what information that I had. So, they said that a technician would come out to evaluate the problem. On September 6, 2014 they came evaluated, and filled the pillows. We could still feel the springs, it wasn't comfortable at all and the following week or 2 another technician came back out and took the pillows. Now bringing it to date, I haven't received my pillows back, nor do they have a record of anyone picking up the pilloows. I now have 1 pillow!!! [redacted] and Bob's are pointing the finger at each other. Just to let you know that I have in fact purchased other furniture from this store. Hopefully I won't have any issues because I will never purchase anything else from them again. I have also purchased furniture from another store and I have never had this issue.Desired Settlement: My desired outcome would be to get a full refund so that I can purchase furniture from another store that is comfortable and I won't have any issues after a year or two. I have 0 confidence in them and cannot trust the quality of their furniture. I am requesting a full refund, that includes the sales tax and refund of the [redacted] insurance because I wasn't not fully informed and did npt receive their full policy- only a brochure. I also advised the store manager, as well as, the customer care manager to fully explain their insurance before selling it to their customers.

Business

Response:

Good Afternoon [redacted],

I

apologize for the frustration you have endured while seeking to use the

protection plan you purchased for your furniture. I also apologize to you for the

alleged sales experience you have outlined occurred while purchasing this

protection plan. As I was not present during the time of sale I am unable to

make determinations of what actually occurred and I do know that we expect our

sales team to provide a brief overview of the protection plan to our customers

without overwhelming them. The [redacted] Plan is extremely valuable and Bobs

would never make an attempt to sell you anything that we did not feel held the

value of its price point. The simplest way I can explain the plan to you is to

state it is insurance for your furniture and does cover incidents that occur to

your furniture from accidents inside your home (beyond normal use).

I have

been with Bobs for the greater part of a decade and at one point in my career I

was a salesperson and I have never heard of or seen a ‘4 page handout’

regarding the [redacted] Protection. Your sales receipt indicates the direct

warranty period thru Bobs as one year

and the informational flyer we always provide at the time of sale discloses

that ‘[redacted]’, as its name depicts, offers coverage against one time

accidental damage occurrences.

As we do

stand behind the quality of our merchandise, even after the expiration of our

direct guarantee, your account reflects that we have granted you a reselection

credit on 10.22.2014. Your account further reflects that you may choose to keep

this sofa and loveseat or have us pick it up when we deliver the new

merchandise you select at no delivery charge. We will not be offering to refund

the cost of this merchandise to you, should you wish we will agree to offer you

a monetary refund on the monies you paid

towards the [redacted] Plan as you allege this being sold to you in an inappropriate

manner.

Please let me know how if you

would like to accept the refund of $99.99 by responding to me via this Revdex.com channel.

I apologize to you again for any frustration we have caused you.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: First part of my couch was on back order for a month but Bob's had no problem charging me full price up front and only delivering part of the product and making me wait for the rest.

On the day that of my second delivery I was given a 3 hour window for delivery. 4 hours after the window had passed the Bob's trunk finally pulls into my apartments parking lot in front of my building. The driver made no attempt to get out of his trunk and just sat there for 15 minutes. After that he pulled out and I receive a phone call saying that no one was home to call and reschedule my delivery.

I call to reschedule and the best the can do is a week later. So now I have to take another day off of work to wait around for these fools to deliver my couch.

Why did they just not call me? Well they had the wrong contact number and tried calling my husband who was not home although when we went the store and ordered our couch we told the sales associate to please change the phone number because I would be the one home and not my husband but she was going on and on about her daughters upcoming wedding and apparently didn't feel the need to do that.Desired Settlement: I would like this order delivered ASAP around my schedule not Bob's "GPS" guided efficient system.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any and all inconveniences

we have caused during the sales and delivery process of this merchandise. Our

records indicate that this merchandise was delivered to our customer

successfully on 11.14.2014.

As an additional form of apology we can offer to provide our

customer with a $75.00 Bobs Discount Furniture Gift card. We do ask that our

customer view this gift card as our way of saying sorry with a tangible item

from our showroom and not an attempt to force them to shop with us again. We

have many cash and carry accessory items should our customer not wish to

utilize our delivery service again.

We are so sorry for the amount of frustration our failures

caused, should the customer want to accept this Gift Card they may respond to

this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office

(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of

this apology offer.

Kind

Regards,

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: My husband [redacted] and I purchased a sectional from Bobs and it broke. Bobs then replaced it with store credit we got a couch and love seat that recline and have heat and massage in them....Bobs has sent someone out to fix the loveseat 2 times.. The second time we argued with them on phone for about 3 hours and finally they sent us a new loveseat with no heat and massage. when the loveseat arrived to me it was broken so they didn't leave it. I got on phone with customer care and they said they could only could give us full store credit for love seat and 20% or the couch...We have only had the furniture for about a year and a half we would like our money back and they wont give it back. their furniture is cheaply madeDesired Settlement: would like all our money back for couch and love seat plus the goof proof we purchased for all the furniture

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer that they remain disappointed in their selection

of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction

with any opportunity we are provided. Our records indicate that we have taken

the appropriate actions to aide our customer in resolving the previous concerns

and provide options for resolution to help our customer move forward.

The previous product, containing a defect –confirmed by our technician-, was

provided the appropriate attention and replaced under the guidelines we express

at the time of sale. Our service policy is also commonly signed as agreed to by

the customer prior to leaving our retail location. As per our

listed (and agreed to by the customer at the time of sale) policies we will

offer recourse under the associated warranty should a defect be present.

During the service appointment on

3.31.2015 the service technician logged no manufacturing defect present

in the current merchandise (loveseat) the customer has in their home.

We worked above and beyond our listed policies, prior to this claim being

filed, offering to take a direct hit as a business just to appease our

customer’s allegation that their piece was experiencing a concern as a result

of work our tech did on the piece or what they personally believed was a

defect.

Our records indicate that as of 3.31.2015

this consumer fully accepted the courtesy resolution offer and ultimately selected

a different style loveseat based off their own preferences. We are more than willing

to deliver a factory fresh model of the original loveseat and are in no way

forcing this consumer to take a loveseat of a different make or model.

We further apologize and absolutely take

full responsibility for the failure that our customer experienced as of the most

recent delivery. Our records indicate that the new model loveseat arrived to

our customer with cosmetic and structural concerns and for this we are truly

very sorry. As we do take ownership for our failures and seek to make them

right by our customers, we have provided several options for resolution to this

customer directly. Our first option to make this concern right would be to

reschedule a delivery of the newly selected loveseat to our customer. We

continually please our clients with non damaged deliveries and delivery

failures are not a part of our normal operations as we complete over 3,000 successful

deliveries in an average day. We are confident that we can delivery our

customer the expected product in showroom quality condition.

We have communicated another fair and

adequate offer for resolution in the case that the customer did not want to

schedule a second delivery attempt of the new loveseat. Again we worked outside

of our stated policies to make this offer to our customer and seek to appease

them has an individual.

Should the customer wish to return to our

store and select a different set entirely we are willing to provide full store

credit on the loveseat and 80% store credit on the sofa (based on their

original purchase prices). Neither of these items has reported defects to them

and as a business we are making necessary exceptions to honor our customer’s

demands while seeking to balance the needs of our business.

Review: I brought a bed for my elderly mom getting out of a rehabilitation faculty. When purchasing it I described what I was looking for to make my mother comfortable. She almost died in the hospital and then when to a rehab to learn to walk again and all I wanted is for her to get in and out of her bed like she was able to do in the rehab with the up and down motion to get in and out. When purchasing the bed I was on the assumption that I had the goof proof warranty because my mother is old and things happen and I wanted to be cover if something when wrong for five years.Come to find out the bed I purchase did not have the extended warranty add on the bill. The remote for the bed stop working due to the casing that covers the wires slid down from the wires and it stop working. So I called them to fix it and the tech reported to the store that the wires were cut; they were not cut but maybe in my mother pulling the remote or maybe even dropping it, things like that happens when you get up in age. By the techs word and me not being covered by the goof proof warranty I had to pay 103 dollars to get another remote put on and after this June the bed is not covered any more. Now I have to buy outside warranty for my mother bed is this fair? Why would I have not gotten the goof proof plan for an elderly person. The decline on my receipt is next to the mattress because I have a 10 year warranty on the mattress but the power and remote should have had the goof proof warranty. I need help to resolving this mess.Desired Settlement: I would like for my mother bed to get the extended warranty from bob's. I would like for bob's to cover my mother's bed so I don't have to go to an outside person to fix the bed if something happens. I would be willing to pay for it. The mattress has 10 years what about the power and remote part of the bed? I just want them to have some compassion for the elderly. I could have when to any store and I chose Bobs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not see the message, It was blank. Please forward what the message said from the company.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,I spoke with Mrs. [redacted] on April 27, 2015 and agreed to refund half the cost of the part order ($50.00). There may be a discrepancy between the service report and her explanation of the damage to the remote. During that telephone conversation I explained to Mrs. [redacted] that the explanation and type of damage she is reporting would have resulted in a denied goof proof claim. Goof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs. [redacted] has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.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.

Sincerely,

Review: My couch was having problems reclining and repair person came to the house to investigate the issue. The repair person was unable to repair the problem and called the main office to have them order the necessary part to complete the repair. When the part was delivered we scheduled another appointment for the repair. The next repair person came and took the couch apart and then realized the part sent was incorrect. At this point the couch no longer reclined at all. Another call was placed to the main office and I was advised that I needed to pay the for the new replacement part and needed to go to the store to pay for it which I did in November 2014. Notwithstanding monthly telephone calls inquiring as to the status of the part order, I have not received the part. I am being told it is on back order. So, I am still waiting for a part that was paid for in advance and I can't get any update other than that is on back order....for the last 6 months!Desired Settlement: All I wanted was the couch repaired in a timely manner. It is obvious that this has not happened and seems unlikely to happen any time in the near future. They can certainly replace the couch or take the part needed from a couch they have in stock to complete the repair.

Business

Response:

Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as, drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have not been provided with any certainty as to a delivery date or what the alternative resolution will be if the replacement part cannot be delivered by a date certain. If I am provided with a date certain by which the part will be received and installed and a guaranty that if this does not occur by that date certain that the couch will be replaced then this is something that would be acceptable.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],The exact ship date provided by the manufacturer is May 25, 2015 however, we tend to add 5-7 business days for processing; I expect that you will receive the part by June 5, 2015. In the event the date changes, we can explore the option of discounting the sofa and issuing a partial refund- allowing you to keep it as is or refunding the part order and following up with the manufacturer.Your patience is greatly appreciated.Thanks[redacted].

Review: bought two pillows at $75 each.

pillows were poor quality.

store refused to refund because they had been opened.

how do you try a pillow if it is in the package?Desired Settlement: refund account

Business

Response:

Good Morning [redacted],

We apologize that you are experiencing any dissatisfaction with

the pillows you’ve purchased from us. We stand behind the quality choice and

value these pillows offer for your every night rest. We display opened pillows

for testing purposes in all of our sleep zones and keep a stock of fresh head

protectors available so that any customer can properly assess the pillow(s)

prior to purchase. Another important fact to consider is that a pillow with

this many comfort layers (just like our mattresses) does take time to adjust to

your unique body signature. Given the appropriate break in period we remain

fully confident that many customers will grow to love their new pillow and keep

it for many years to come.

As a business an opened product that has been used in a

manner as subjective as sleep qualifies as a total loss. This product cannot be

resold to another individual, no matter how much use the original customer

claims it has received, for several obvious reasons.

In an extreme effort to address your individual needs and

because Bobs Discount Furniture cares so much for our customers we will approve

your requested settlement as soon as the pillows have been returned to our

retail location. Although these pillows will need to be disposed of it is

reasonable to expect that they be returned to our business given your request

to void the original purchase agreement you entered into.

Should you no longer posses these pillows to return, or in

the likely event you have developed a likeness to your pillow(s) in the time

that has elapsed ,we are still willing to offer you a Bobs Discount Furniture

Store Credit for the amount paid towards these pillows.

Please respond to us via this Revdex.com channel you have

established with how you would like to proceed and I will set up the necessary

paperwork for the route you’d like to take.

Kindest 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.

WILL ACCEPT FULL STORE CREDIT FOR PILLOWS.

Sincerely,