Bob's Discount Furniture

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: 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: 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: 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 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: 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: 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: 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: 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: 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: 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 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: 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: I placed an order in store, on September 7. Was told that my delivery date would be september 30. On september 11 got a called and was left a voice mailed that my delivery date was push back to October 4. I had alreday schedule someone to be in my house for the 30. I called them which then was inform my order was on back order. I would think when I place my order on the 7 the customer rep would of told me that. which she didn' [redacted] incovnient for me and they weren't very helpful. Telling me to call back in a month when my things get delivery to see what they can do.Desired Settlement: I believe they should give me back my delivery charge because the promise me on september 30 and they were'nt able to delievry their promise.

Business

Response:

Good Morning [redacted],

I am very sorry that you are experiencing stock concerns

with the merchandise you have selected from our showroom. I assure you that if

the stock availability was at all within our control you would have your merchandise

on the initial delivery date we agreed upon with you. Regretfully we are the

retailer in this situation and are at the mercy of the overseas manufacturer

who builds the product you have selected. Our inventory system runs nightly and

when you placed your order we had full confidence that the container shipment

coming from the vendor would be here in time for the agreed upon date. Again I

am so sorry that you are being disappointed by the delay in replenishment, we

are just as disappointed as you are.

We are unable to offer you a refund of the delivery fee you

paid us due to the fact that we have successfully delivered product to you once

(9.11.2014) and are coming out to you again (at no additional charge) when we

physically have your merchandise. The fact is that Bobs Discount Furniture is

covering the cost of paying our delivery teams, gassing our trucks, and compensating

our warehouse professionals twice when you have only been charged once. Bobs

Discount Furniture is already making a strong effort to ensure that the unfortunate

news all parties were shocked by is made right to our customer.

I apologize again that you are being asked to wait at all [redacted] and we will certainly contact you if we receive the incoming shipment

sooner than currently expected.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they also promised to have my second delivery on time and that's not happening. Why would they charge me for two different deliveries anyways it's not the customer fault they have to make two different delivery and if they promise me that on sep 30 I would get my things they should delivery if not refund me my delivery charge. How is it that I by furniture and I don't received it to a month later.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I

apologize that you found my first response to be so unsatisfactory. Regretfully

Bobs Discount Furniture is not in control of the shipment from our vendor being

delayed. There are many factors to consider when merchandise is coming across

the ocean and as stated previously we are just as disappointed as you are that

we cannot deliver when initially promised. The fact remains that we could get

this shipment in sooner than anticipated and you may still be able to get this

merchandise on the original date you selected. You are not experiencing a

failure from delivery therefore the delivery fee that is charged for the specific

service of delivering/assembling your merchandise to your residence should be

charged to you. You are experiencing a stock failure, our computer system that

we trust on a daily basis read that we had this stock when you initially

scheduled. We would never intentionally promise you something we didn’t believe

wholeheartedly we could honor.

There

are options available to you if you are unable to wait any longer for this

product. You can visit our showroom and reselect to a different bedroom set

with a credit based off the bed you have and the items you haven’t received.

You

are also eligible to cancel the undelivered merchandise for a monetary refund

as stated on your sales receipt. If you felt that this route was necessary I can

also approve to have the delivered merchandise picked up and removed from your

home for a monetary refund following its shipment to our distribution center.

We

empathize with you and apologize again for this inconvenience however we are

unable to offer compensation for an event that is beyond our control. Bobs

Discount Furniture prides itself on offering our customers the best quality

merchandise for its price point and we are doing everything in our power to

aide you in receiving the furniture you purchased from us.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate

Liaison

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,

Review: I purchased a bedroom set a year ago that since I've had to call for them to come out twice regarding defect. I called and spoke to the Mgr at [redacted] he states I wasn't offered a insurance that would have covered the defect??? I owe $900 on a $4000 charge. The Manager got upset with me, because I tried to explain that this was the second problem I've had and I still paying on a defected set. In the process I am stuck with a defected set and still owe $900? Can you please help me by the time I finish paying for the set it won't b any good?

Business

Response:

Good Morning Revdex.com,

Our records indicate that there is

a pending exchange in the system to correct this customer’s concern. This

exchange is scheduled to go out on 3.18.2015 and was created on 3.14.2015.

We certainly apologize for any

rudeness the customer alleges to have experienced while seeking to get this

concern resolved. [redacted] or “Acceptance Now” is a third party company and per our

overview this concern is being rectified directly by way of Bobs Discount

Furniture.

We look forward to pleasing our

customer with the even exchange of merchandise on 3.18.2015.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: THE STORE WILL NOT APPROVE OUR CLAIM B/C THEY CLAIM THAT THE ODOR OF CAT URINE IS NOT COVERED. WE WERE TOLD AT THE TIME OF PURCHASE THAT IT WAS.

THEY ARE CLAIMING WE HAVE NO STAIN/AND I AM CLAIMING THAT WE CAN SMELL THE URINE, THEREFORE IT IS STILL IN THE CUSHION. THEY SUGGESTED WE BUY NEW CUSHIONS. THE WARRANTY (GOOF PROOF) IS SUPPOSED TO REPLACE THE COUCH IF THE CLAIM IS APPROVED.

WE FEEL THIS IS EXTREMELY DECEPTIVE B/C WE WERE TOLD AT THE TIME OF PURCHASE THAT ANY ACCIDENTAL SPILLS INCLUDING PET URINE WOULD BE COVERED. I HAVE FOLLOWED UP SEVERAL TIMES, HAD THEIR TECH OUT TWICE AND THEY CONTINUE TO DENY ANY COVERAGE.

Desired Settlement: REFUND OR REPLACEMENT AS PER THE TERMS OF THE WARRANTY. WE WILL NEVER SHOP AT BOB'S AGAIN

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize you are not receiving the expected service under the goof proof plan.

Guardian/goof proof provides coverage against pet bodily fluids however, line number 4 under the exclusions section of the goof proof warranty specifically identifies odor as a uncovered incident.

Bob's Discount Furniture appreciates your business however, since service was performed by Guardian we are unable to issue a refund; You may purchase new seat cores (cushions)for $40.00 each. Guardian/goof proof [redacted] offer a replacement, if the damaged area can not be cleaned or repaired.

Consumer Response /* (3000, 7, 2013/05/25) */

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

They offered to let us buy cushions from them when we bought the whole shebang. We were covered for 5 years and were covered for everything according to the salesperson. It was supposed to replace the whole couch. But nooo, no coverage no settlement. Sorry, you gotta do better than that if you're going to offer a settlement.

Review: On Sept. 6, 2013 we ordered a dining room set from Bobs Furniture. It was delivered on Sept. 21. When the delivery guys went to turn the table over after putting the pedestal legs on the legs broke. Also, the china hutch came with some damage. On Oct. 12 they came with a delivery of new pedestal's and a new china hutch. When the guys went to turn the table the legs split and the new china hutch wouldn't sit flush on the base of the cabinet. The delivery men took the table and the china hutch back. We had also order a sideboard and that day Bobs called and said that was in-stock. So we set up delivery for a new table a new china hutch and the sideboard for Oct. 26. When the delivery guys came on Oct 26, they only had the table. So again we had to set up another delivery for Nov 1 for the hutch and sideboard. They called the night before to say the sideboard is back ordered and won't be available for delivery until Nov. 23. They delivered the hutch on Nov 1 and the door wouldn't close properly. Now a technician has to come out to the house and only comes out on a Tues. My husband takes the day off from work for the technician to say they need to order a new door because it warped and it will take weeks to get a replacement. Customer service has been horrible, delivery service is horrible and who knew once you accept the merchandise you are stuck with it. I accepted the delivery because I thought by October 12, I would have a functioning dining room. It's now November 12 and I won't even have a functioning dining room for Thanksgiving. Bobs offered to take the furniture back and give a me a credit to get something else or they will fix what we have and neither one of those options works for me. This furniture is already falling apart and I haven't even used it yet. What is it going to be like in two years? This furniture is certainly not worth $4000. I have my china sitting on my table because I don't have a place to put it. This whole situation is ridiculous.Desired Settlement: Bobs states we have a binding contract and has refused to refund my money. I can't imagine buying another product from this store. I want Bobs to come pick up the furniture that is in my house and refund whatever money I have paid towards the credit card. I don't want anything from Bobs but my money back. I am completely frustrated and unsatisfied with the quality and service that I have received from Bobs. This has been a nightmare.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delivery and merchandise issues you have experienced. While I understand you will not be satisfied until all your merchandise is delivered, I am happy to know that of the 11 piece dining set, only one item is left to be delivered (sideboard-11/23) along with one replacement glass door to the hutch. I am working with our Parts department to see if we can get the glass door sooner.

On 10/26/13, you requested to return the merchandise for a refund, then accepted the full delivery refund and agreed to keep the furniture order. That refund has been credited to your [redacted] finance account.

Bob's Discount Furniture appreciates your business and apologizes for the inconveneice we have caused.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

I did not want to keep the furniture, I wanted to send it ALL back on October 26, but [redacted] in customer service said that we could NOT do that. The furniture is obiviously not going to last very long since I've already had so many problems with it. I have yet to be able to use any of this furniture and it is now November 20, 2013. The delivery of the sideboard is the least of my problems. The table came broken twice, the china cabinet has never been right and this has all been going on since September. I can't have Thanksgiving at my house because there is no where to sit. I requested someone take all the furniture and give me a FULL REFUND of my money and everyone at customer service said that was not an option. I NEVER wanted to keep this furniture. This furniture has caused me nothing but angish and stress and not to mention that my husband had to waste vacation days to wait for delivery and the man to fix the hutch door (which he was unable to do) . This whole process has been a living nightmare, and I would love to just have my money back and the junky furniture gone. How long do you expect furniture to last when it is already falling apart? Bob's obviously doesn't stand behind its products. The customer service has been horrible, the deliver people have been horrible and the furniture itself is horrible. There is no light at the end of this tunnel. I'm sorry but Bob's didn't give me a choice to get a refund, they just offered to refund our delivery charge. So I reject this response because this information is false.

Business

Response:

Good Morning Mrs. [redacted],

I have processed the necessary paperwork allowing the return and refund of your complete dining set. Please scheldue a pick up date BEFORE 11/28/13; if pick up is not completed before 11/28 a refund or return will not be offered.

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: In November 2011 I bought $3K worth of furniture. The sales person ([redacted]) guided us into buying Goof Proof, stating that any damages would be covered for 5yrs. Within a couple of month, I had to use it as one of the arms in a chair broke. This was a hassle. I was told that because the furniture was less than a year old, it would be covered under the manufacturer. A Technician came out and fixed it by putting a piece of wood in there to make it "better." Later on in the year, I had to call in my sofa as my vacuum accidentally got caught on one of the edges, and broke a corner of the fabric... this is the day I still haven't heard back. Now fast forward 2yrs later, my sofa is sagging in the middle, the arm that was "fixed" is broken again and there is wiring coming out of it on the other arm (which I now have a baby that is soon to be walking and it could cut her.) I call "Goof Proof" letting them know the issues and that I hadn't called them earlier because of the hassles I had already experienced with the "service" and they tell me my claim is denied because of the length of time that has passed and the wiring is not covered. At NO POINT in time when I was buying my furniture was I told there was a time limit to report a claim... all I was given was the 800 # to call. So now, I spent $3K in furniture that is breaking and no one is responding to the claims I am making! How fair is that? It is not fair for a customer to get talked into buying something that you would think would benefit you, to then have it be more of a headache. That plan was $150! That is money that I could have used for groceries, bills, or anything else but no, I spent it on something your company offered that I thought was a benefit for me but in reality, it was being stolen from me!Desired Settlement: I would like for both my sofa and my chair to be replaced.

Business

Response:

Good Afternoon,

I spoke with Ms. [redacted] on, 11/3/13 and agreed to send our technican to her home on a best effort basis, 11/8/13 to as the sofa and chair. We will explore options for recourse upon reciept of the technican report.