Bob's Discount Furniture

Review: My husband & I purchased a dresser for our girls' bedroom. When it arrived, there was a small orange stain and scratch on the top drawer. We brought it to the attention of the delivery person, and we were told it was not a big deal, and that someone could come out and take care of it by buffing it out.

So, my husband scheduled an appointment for a service person to come to our home. My husband requested an evening time frame on three occasions, and he had to reschedule twice, as the automated service confirmed a daytime service call. He wanted to be here, because we have two young children, and I would be with them during this repair. Unfortunately, they could not accommodate our request, so we settled for the daytime service call, which was Friday, September 4th. The service man showed up in his own vehicle, but showed me his badge which read "Bob's Discount Furniture." He confirmed what he was repairing, and I let him in. As he went into my daughters' room, I asked him specifically, "So, you're just going to buff out the stain, and the scratch." He looked at it and said, "Yes, I will take care of it." So, I told him to call me up when he was ready for me to check the work, as my mom was watching my young children, so I could deal with this issue. He called me up minutes later, and as I was climbing my stairs I could smell an extremely obnoxious, strong paint smell. As I entered the room, he said, "I painted it. It's all set. Sign here." I said, "This odor is extremely strong. I didn't think you'd be painting." Mind you, it was a pretty hot day, and I have a cape home with a slanted roof. I have one large window in each bedroom, both have large air conditioners in them. So, I couldn’t open any windows upstairs to air out the smell. (Not to mention that all of my daughters' clothes reeked of paint and had to be washed, as he did NOT tell me he was painting, or at any point ask me to take the clothes out of the dresser.) I said, "How am I going to get rid of this odor? I can't open the window in here because of the air conditioner. " He said, "Just run the fans on the air conditioners and the smell will go away in 15 minutes." Then he left. He didn’t even complete his call to the store (which he even told me was something he had to do, but because they had him on hold, he hung up.) Plus, with the holiday weekend, I think he was just looking to get out of a service call early. The odor remained in my home for the rest of the day and into the evening. So, I had called Bob's Discount Furniture right after he left to voice my complaint. It started with me being on hold for over 10 minutes before a customer service person even came on the line. When someone came on the line, and I told her what happened, she said, "Let me talk with my manager and see what we can do." I was placed on hold and was left on the line for approximately 15 minutes. She came back on and said, "My manager told me that the smell will go away, and you'll just have to wait it out." I said, "That's not good enough. I have a small five room home, and it reeks of paint." She said, "Let me place you on hold and talk with him again." I was holding for another 15 minutes. She came back on the line and said, "We can offer you a $25 gift card to the store." I said, "I do not want a gift card, as I will no longer be doing business with your company." She said, "We can go as high as a $50 gift card to the store." I said again, "I do not want a gift card. I will not be buying any more items from your store. If you can credit me the $50 on my account instead, I would appreciate that." She said, "Let me place you on hold again." I'm on hold again for another 15 minutes. Then an "Account Specialist" comes on the line. She said, "How can I help you?" I said, "Please tell me that someone told you why I was transferred to you." She said, "Yes." And then there was a pause. I said, "So, do I have to explain what happened again?" She said, "I heard you're disappointed with a bedroom set." I said, "Actually no, it’s regarding the service I received on a dresser…” And, I proceeded to explain again what happened..." Then I explained it a second time, and a third, and a fourth. She was still confused. I said, "I'm not really sure why it's not clear. If you're able to offer me a gift card in the amount of $50, why can't you credit my account, so I can receive a discount for the damage on the furniture, then the major annoyance that occurred in trying to fix the problem." So then she says to me, "So you want a full refund, but you don't want to return the piece of furniture." I was like, "Are you kidding me right now? That's not at all what I said. I said I would like a credit on my account of $50 for the hassle I had to go through today, and for the amount of time you have costed me. I do NOT expect a free piece of furniture." She said, "So, you don't want us to pick up the dresser?" I said, "Oh my God, no. I just want a credit to my account due to the hassle that occurred and the problem that I now have, as I am worried for my two small children and two dogs with this strong paint smell. My girls will most likely not be able to sleep in their own beds tonight. And, I cannot leave my house, because I had to open every single window and run fans to try to get the paint smell out." After all that, she said to me, "We can only refund you the $39.99 for shipping to your account. Nothing else." I told her that was ridiculous, and I would be submitting a complaint to the Revdex.com, and to their Corporate Office. I strongly believe that they keep you on hold long enough so that you will either hang up, or take any small offering they give you in the form of a gift card, so you have to spend it in their store, and end up giving them more money, (as there is nothing in the store that’s going to cost a total of $25 / $50), so they still end up making a profit off of a complaint. This Account Specialist was extremely condescending, and gave me the impression that I was looking for a free piece of furniture. Which is completely ludicrous. All I wanted was a $50 credit on my account balance in lieu of the $50 gift card that I would never use. This has been such a frustrating experience, and I will never do business with them again.Desired Settlement: To be credited the full $50 and not just the $39.99 for the shipping.

Business

Response:

Good Afternoon Revdex.com,

I have just finished leaving this customer a voicemail with

my apologies, I also provided my direct number for contact back ([redacted]).

The ordeal that is depicted here (in hold time alone) is completely unacceptable

and I am truly embarrassed after reading about the lack of care applied to our

customer’s concern.

At this time our customer’s account shows a Bobs Discount

Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the

customers original method of payment.

I have just uploaded an additional refund amount of $20.00

to the customer’s original method of payment ([redacted] Financing Acct) and

should the customer wish they may keep the $50.00 gift card to our store active

as well. At this time we have a combined total of $59.99 in refunds and $50.00

in store credit for our compensation offer. We have many take with accessory

items that can be purchased from our showroom (many that would fit nicely with

the girls’ room furniture that has been delivered) with use of this gift card.

Please pass on to our customer that she is welcome to return

my call at her convenience and I apologize again for the alarm we caused her

and her family members.

Kindest Regards,

Stephanie 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.

Thank you.

Sincerely,

Review: We purchased leathersectional January 31 2015. Corner piece didn't fit.

New corner delivered. Still did not fit. New type of furniture selected..also leather...sofa love seat ottoman. Damaged when delivered. New pieces ordered. Cleaned first time...leather came apart. New pieces delivered. With in a month pieces started sagging. Technician came out..open up bottom of sofa no springs. We returned to Bobs in [redacted] to discuss problems. We were told we were stuck with Bobs furniture..pick out new furniture. We did. New furniture delivered damaged.

We have contacted Washington DC news 4 concerning this matter and have sent letter to Bobs corporate office.Desired Settlement: Refund

Business

Response:

I don't blame you for being very upset with us and on behalf of

Bobs Discount Furniture I extend my sincerest apologies. I know and

acknowledge how unpleasant this entire ordeal has been for you and while I know

this is your Bobs experience I assure you that we would not be continuing to

grow if all our customers were met with so much disappointment during such an

important purchase.

Review: Well here is what happen on 03/13/13 I placed an order online we later that night decided to change . So I got in touch with bobs and they said ok we will make it a store credit so you can use it immediately, so we choose our living room set the sales man [redacted] said the order will go through the next day and we can expect delivery by 3/27/13. Now sure enough 3 days goes by and I'm Informed the order did not go through I replied why they told me [redacted] put it through to get credited back to the credit card so I'm thinking ok as long as it doesn't change the day of delivery. So now finally 3/22/13 the money is back on the card and now [redacted] tells me the delivery will be on 04/2/13 I then got upset and said [redacted] please tell me which sets are available so I can have furniture this week he replied " I will not go around the store to see which sets are available it's Sunday !" I then called the manager because [redacted]'s attitude was rude to say the least , and the fact is it was all mistakes on bobs end the wind up is I have to wait another week and a half for furniture that I was promised in 10 days or less . Bobs did not offer me a discount or anything but at the end of the day I spent 1600 there got disrespected, and me my wife and my 2 month old baby boy are sitting on lawn chairs and still need to wait a week and a half for the furniture , so really to me they don't care about the customer and they are only concerned with the commission .

Desired Settlement: I would like some money back if possible but my main thing is the awareness to other customers that the stellar customer service is far from good but below average and that's actually being nice

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the error properly inputting your order, applying payment as well as the merchandise delay and service you received.

I have shared your experience with the store manager for review with your salesperson and expect any necessary changes to come about. As of today, March 29, 2013, the first available date for delivery is April 2nd.

Please be assured that we greatly appreciate your patience and business and will continue to explore ways to improve the customer experience

Review: when I purchased the furniture (dining table) I was asked to purchase their goof proof protection so incase anything like stains and things on the furniture need to be fixed you can call a number for repair however when I called them today the lady I spoke to said that I don't have coverage over those issues and basically the money I paid down is a waste since they wont cover them. I feel like this is a scam this company is running by telling their customers one thing and then doing the opposite just to get their money and they wont refund it to you either. this is a problem with them and im tired of dealing with this company. please help me and many people out there that are going through this with this company because they are ripping people off their money.

Product_Or_Service: dining room set

Desired Settlement: I would like for them to either come and fix the chairs I paid for in full and if they don't want to then they should be able to refund customers their money and they need to stop misleading their customers.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if the goof proof plan is not providing the expected service.

Your recent claim was denied because you reported that the food and paint stains have been accumulating on the seat cushions of the dining chairs since delivery, 2011. You are expected to report stains and/or accidents within 30 days from the date of occurrence. In reference to the loose chairs; our technician tightened the chairs on January 11, 2013, although the manufacturer warranty expired March 16, 2012. Loose chairs are not covered under the goof proof plan unless there was an accident in the home that contributed to the damage.

Bob's Discount Furniture appreciates your business however, we do not have the ability to overturn a denied claim. If you are not satisfied with the terms of the goof proof plan we will cancel the plan and issue you a partial refund.

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: 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.

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: I had purchased a Sofa and Love Seat from Bob's Discount Furniture, The Love seat has a built in speaker system. On the day of Delivery I received a call from the Delivery team that they were outside on the loading dock with my furniture. My building does not have a loading dock, I explained this to the driver and informed him that he was in the wrong building. After waiting another 20 minutes outside the delivery driver finally appeared. The delivery team then proceeded to bring in the furniture into my apartment. The Delivery team installed the furniture and tested out the power recliners on both the Love Seat and Sofa; both components worked. The delivery driver then asked for a signature on the delivery form. I Informed the Driver that the speaker system had not been tested and that I would like to test it. I connected my MP3 player to the system via an Axillary cord and received no playback, I told the driver that something was wrong and he then became very agitated and stated "I don't have time for this expletive". He then began pressing all the buttons on the stereo and became even more frustrated and stated that we had to call customer service and have a technician come and take a look. When we told him that we could not sign for the furniture because it was defective he got loud and again stated "I don't have time for this expletive" I was with my mother who did not want to sign for the furniture but was intimidated by this delivery person who insisted in a aggressive matter that we had to sign. My mother then reluctantly signed for the furniture even though the speaker system did not work. The delivery driver then stormed out. I looked over the furniture myself and located the issue. it was as simple as the power plug not being connected. We did not receive the power plug with the delivery, I'm certain that in the delivery driver's anger and haste he had forgotten to give us the plug. A simple fix, but we must now wait one week to receive the plug via mail.Desired Settlement: A full refund for the delivery fee should be given. Delivery service was a nightmare. Money was paid not for us to be disrespected and intimidated but for us to receive out furniture in good condition. Bob's Furniture Customer service informed me that they will deliver the power plug but that it will take up to a week for delivery. This is not acceptable. Everything should have been completed on the day of delivery. I now have to wait one week for my furniture to be in complete working order.

Business

Response:

Good Morning [redacted],

Thank you for making us aware of your frustrations and I hope you will accept my sincere apologies regarding the terrible delivery experience you and your family encountered. As a member of this company I can tell you that we pride ourselves on the integrity and professionalism of our delivery personnel and you were not given the Bob’s experience that we strive to provide to each one of our valued customers. I can assure you that our first goal is to make any failure we have caused you right by getting your merchandise in working order. Our records indicate that your part order should be arriving shortly and we will be happy to provide the installation of these parts as well as any further services you may need as dictated by your factory guarantee coverage. We do recognize that your delivery was not fully completed and although it is not normal procedure to do I am willing to offer you compensation prior to your product issues being resolved. Delivery fees are unable to be returned in a monetary form, we charge this fee separate from the price of our product so you may receive the best value for new home furnishings. Please accept a Bobs Discount Furniture gift card in the amount of $75.00 as a form of apology for the inconvenience we have caused you and your family while receiving your new living-room set.

Please let me know if you will accept this gift card so I can get this processed for you as soon as possible.

Thank You,

Bobs Discount Furniture

Customer Care Liaison

Review: The colored dye on my reclining leather sofa came off in two places where the head rest against the back, I have two ten inch dia. spots on the sofa. the sofa is less then four years old. I also have a leather reclining chair by [redacted] and that is about sixteen years old and the leather on that is like new, so this tells me that the process in which they dyed the leather must have been wrong so I should not be responsible for the mistake that they made. So in other words I think that Bob's Discount Furniture sold me a defective sofa.Desired Settlement: I don't want the whole sofa replaced, I just want the two reclining seats replaced on the sofa. they come apart and are easy to replace.

Business

Response:

Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize the reclining sofa has failed to meet your expectations.

Our records indicate that the sofa was delivered, June 6, 2010 and the manufacturer warranty expired June 6, 2011; It was not until March 19, 2014 that you contacted our customer care department to express your concerns with the leather. This sofa was advertised as leather everywhere the body touches. The areas that you indicate are discolored as considered "high traffic" areas and will showcase most of the wear and tear.

Given the date of delivery, date of reporting and type of damage being reported, our options for recourse are very limited. If you prefer you may submit 3-4 pictures of the damaged areas as well as a picture showcasing the overall condition of the merchandise, upon reciept we will then determine what recourse if any we have to offer. When submitting photos please enter your last name, [redacted] and Revdex.com in the subject line.

Consumer

Response:

Review: [redacted]

my id is [redacted]

I'm responding to bob's discount furniture e- mail. your saying this is normal wear on my sofa which is less then four years old and I disagree, I'm sending five pictures to prove your wrong. one picture is of a [redacted] reclining chair which is sixteen years old and shows no wear on the leather , I have two cars with leather interiors and they show no wear, one car is a eight years old [[redacted]] and the other car is a sixteen year old [redacted]. So this tells me that they must have done something wrong when they dyed the leather because colors don't just rub off leather. The other two pictures is of the sofa with the colors rubbed off.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I was able to view one attachment of photo as sent to me in this

rebuttal. I apologize for the disappointment this customer is experiencing with

his product and I also apologize if there was confusion set forth within our

first response. We were meaning to educate the customer on the fact that any

type of leather can and will eventually show signs of wear in a high traffic

area. The leather that this sofa is manufactured with is warrantied through its

manufacturer for a period of one year and I have attached the vendor specific

warranty that details this specific concern is not covered within the already

expired warranty.

Please know that there are various types of leather and various ways

different producers/fabricators treat leather based on the product’s expected

shelf life and any foreseen obstacles. For instance the seats in your car are

factory-made to withstand elements of weather such as the high temperature most

vehicles experience in the summer. Your home normally does not reach

temperatures close to 100 degrees therefore the leather is treated differently

based on its industry standard. Mass- produced furniture products that have

leather are built to last through the expected warranty that is set forth by

the vendor that produced the product. Here at Bobs we offer different types of

leather based on price point and expected usage. As the retailer our

responsibility is to honor manufacturing defects through the life of the

manufacturing warranty associated with the product in question. We were not

made aware of this customer’s disappointment until several years after the

warranty had expired.

Bobs Discount Furniture is an exceptional company in the fact that

we work hard everyday to try and provide our customer’s with valuable resolution

options for their concerns. Within these offers for resolution we must remind

ourselves that we are still a business and should always consider balancing the

needs of our customer with the needs of our business. We believe in fair

options for resolution so that we may have the ability to offer all out

customer’s consistent excellent service.

We can offer to assist this customer in purchasing replacement

parts for this sofa, and should the customer choose to agree to this option we

will perform an installation of these parts at no cost to the customer. We are

unable to take full responsibility for this damage and would like to reach out

to help this customer with a reasonable option considering all angles of this

claim. From what I can see from the one photo that you have sent to me it looks

like the ‘Inside back’ of this sofa’s right side facing and left side facing

portions would need to be replaced in order to resolve the concerns of fading. Should

there be more damages present to the seats or other portions of the product

more replacement parts may be needed. We can offer to credit this customer 10%

off of his total cost for replacement parts and perform the installation as a

courtesy to him. Because the customer is so far out of the original warranty,

Bobs Discount Furniture would not be able to guarantee the purchased parts or

courtesy workmanship. Should the customer want a different furniture company to

install these parts we can provide a 20% discount off of his total purchase

price for needed parts.

I apologize again for the aggravation this complaint is causing

our customer and I truly hope that he understands our position and accepts one

of our valuable options to resolve his concern.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: **

Sent: Sunday, April 27, 2014 10:12 PM

To: [redacted]

Subject: [redacted] Revdex.com

in response to bob's discount furniture

you say that they make car seats to withstand heats of 100 degrees so what about my [redacted] chair which is next to my sofa,

that chair is sixteen years old and shows no signs of wear. also I have a brother and sister who live in Connecticut and they have a

sofa exactly like mine and his sofa is about eight years old and sometimes he even sleeps on it and his color didn't off, that's

way I think the color on my sofa was defective.

[redacted]

Review: In June of 2013 I purchased a bed from the Bob's furniture store on [redacted]. the scheduled delivered date was postponed as I was told that the bed got damaged while en-route to my apt. finally the bed came and they came and assembled the bed. in December that same year six months of having the bed I realized that the was damaged.as section of the bed was loose and I could not understand why this was happening. I got a new bed. on Feb 27 I called the company to informed them about the broken bed. when a representative offered to send an investigator to look at the bed. After much back and forth and verbal tussle I finally got someone to see the bed who said the section of the bed that was damaged should have been screwed and not stapled he said I am entitled to a full refund...Two days later I contacted the call center as instructed by the investigator and was told the they could not give me a recourse at this time as the bed was damaged because of me moving and it was not a manufacturer defect. I explained to them that a child was sleeping on the bed and a bed is made to last longer than 9 months. efforts to contact he manager proved unsuccessful as no one would entertain me with my bed story. they kept saying the investigators word was final. I called to speak to bob and was given a voice mail and I left a message expressing my dissatisfaction. A day later I received a call from a woman who told me I dont need to call anymore as there was nothing they could do as the investigators report was final.Desired Settlement: I want them to tell me what to do with the bed...and give me a fulll refund..

Business

Response:

Good Morning

Revdex.com,

Please

provide this customer with my apologies for the aggravation this product

concern is causing him, Bobs Discount Furniture wishes to help every customer

who has a concern by providing a valuable and fair option for resolution. I

would also like to apologize to this customer for the alleged information he

states he was provided by our ‘inspector’. If he was told that he was entitled to

a full refund by our representative this information drastically differs from

the report provided to us. I thank him for bringing this information to our

attention so we can appropriately research the professionalism of our staff.

Our records

indicate that the this customer moved this bed from one residence to another

and that the current condition of the bed overall shows customer cause damages

such as broken slats and cracked or split wood on various areas of the bed. As

a business we must as any customer concerns on a whole level, factoring in

the current state of the furniture and the environment the furniture has been

subjected to during the time of ownership. If a customer moves a queen size bed

between residences it is usually safe to assume that the bed was fully

disassembled and reassembled by the customer themselves or a third party moving

company. Regretfully Bobs Discount Furniture cannot take ownership or responsibility

for furniture damages that do not occur as the result of a factory defect. I

have been trying for several days to locate pictures of this merchandise so I can

verify the customer’s report verse the report we are being provided from our

representative calling in; I cannot locate the photos within our database.

As an

extreme courtesy we can offer to provide this customer with a store credit for

50% of what the bed originally cost the customer. The customer can use this

store credit in any way they choose and this credit will never expire. In

accepting this credit this customer would be agreeing to keep the bed as is and

Bobs Discount Furniture would not be responsible to remove the furniture from

this customer’s residence.

If our

customer does not want to accept this option for resolution please ask that

they attach a minimum of three (3) photos to their rejection response so I can

review these photos with my ‘inspector’s’ management staff to ensure we are

properly addressing this customer’s concern on a direct basis. Based on the

indicated state of this bed and the damages that are being reported we cannot

deem this customer’s merchandise defective by a factory defect at this time,

therefore we are offering the best option for resolution we can given this scenario

as whole.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought furniture from bobs discount furniture in 2012. They sold me an additional insurance call goof proof. 2 years later when I try to make a claim to get my furniture fixed. None of it was covered. They took my $200 payment and will not honor the product that was sold. Both companies are point fingers at each other and none taking responsibility. Bobs wants to sell me the parts which 80% of the original price for the entire set of furniture. And Goof Proof, won't cover anything and don't care. When asked to speak to a manager or supervisor the rep stated to me that she was to only person in which I can speak with and there was no manager or supervisor in which I can speak with. Then this [redacted] person which was all the info she was giving. Told us to hang up and try my luck on the next call.Desired Settlement: I would like my furniture fixed or refunded. The only reason I chose bobs was because the salesmen con me in to a product that does not worked. And in 2 years after purchase, 1 year factory warranty is void my $4500 dollar purchase is horribly uncomfortable. Losing both my money of purchase and coned in buying an insurance that doesn't cover anything.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize your furniture and protection plan have failed to meet your expectations.

According to the most recent notes on your account, your merchandise concerns are in regard to (3) sagging seat cushions, fraying fabric on (8) sofa pillows, both of which our technician determined was a combination of normal wear and tear as well as manufacturing issues. There is also mention of (1) broken drawer on the chest and 5 damaged drawer tracks on the dresser. Goof proof is designed to provide coverage against most common types of in home accidental damage; based on the service report you would only be eligible for goof proof coverage on the dresser and chest, if the damage was the direct result of a accident in your home.

Our records indicate that we have already placed a part order for one drawer track for the dresser, at no charge to you. As a courtesy, I will be happy extend our appreciation for your business and to offer to either return the sleeper for store credit and void the goof proof plan or I can order 4 new toss pillows at no charge to you and replace the one broken drawer on the chest; You would be responsible for purchasing the additional drawer tracks for the dresser and (3) cushions and cores for the sleeper. The alternative to all the above options would be cancel the goof proof plan and issue you a refund.

Bob's Discount Furniture truly appreciates your business and hope that you find our offers for recourse, fair.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

All the items where not listed. All my seat cushions (5) are flat. The back support pillows (5) are sagged. The through pillows 8 are frayed. The six drawer tracks on the mirror dresser are sliding out on there own. And one broken draws on the chest unit. With only 2 years of purchase it's unacceptable that this product would have sooo many defects. I would like all my items listed above replaced. I do not wish to return the items for store credit and have another horrible expiriance with your product. And since a refund on the furniture is out of the question replace the items and refund that even worst service of goof prof. I think replacing a few tracks and pillows is a small price to pay on your part. When I have to live with this product knowing that the shelf life is 2 years. And I have to spend more money else where to buy new furniture.

Sincerely,

Review: I purchased a sofa that looks great, however has not stood the test for comfort. When we first received the sofa it was firm and allowed you to sit comfortably. The sofa after you sit for at least half an hour seems to sink in the buttocks area causing horrible back pain. I am not a large person. The pain was so bad after sitting I sought medical help to ensure there was nothing medically wrong. After two service calls Bob's Furniture insisted that the sofa is fine. I agree when you look at the sofa it looks great but sit for a period of time and you are in trouble no firmness at all. When you take the cushions off staples were coming through. The second technician did cut the staple and hammer it back through. Unbelievable for a 6 month old sofa. You get the impression that the service technicians are compensated for saying its fine. You're have to encourage them to sit but of course in ten seconds you don' get the full issue.Desired Settlement: Replacement with something I can sit on comfortably for a least a television program.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] today via the phone number she

provided in this claim. I am awaiting a call back from the customer at this

time. I apologize to [redacted] for the comfort issue she is experiencing with her

sofa. As a business Bobs Discount Furniture has made a valid effort to assist

our customer in resolving this concern. As [redacted]’s concern stems from her personal

preference and not a defective piece of product our options for resolution are

understandably limited.

Our records reflect that on 7.12.2014 we placed an order in

with this sofa’s manufacturer for a new seat core. This part was ordered for

[redacted] at no cost in an effort to honor her requests for assistance. As stated

above I am awaiting [redacted]’s call and after speaking with her directly I will revisit

her account to see if there are any other courtesy options available for us to

offer relating to [redacted]’s comfort concern.

Bobs Discount Furniture is a business that values every one

of our customers on an individual basis. We always wish to help resolve our

customers concerns while balancing the needs of our business with the requests

from our customers.

Review: I purchased furniture on 6/19 @ Bob's Furniture store in [redacted]. I changed my mine and furniture was cancelled the same day. Per Bob's contract I would receive a refund within sixteen (16) days if you made was made by cash,check, travler's check or money order. I called on 7/15 to follow-up with refund and was told I should receive check by Wednesday 7/16. When check was received by 7/16 Bob's was called and they claimed check would need to be cancelled and I would have to wait another 7-10 days.Desired Settlement: I would appreciate check be mailed overnight since this inconvenience has tied up my monies

Business

Response:

Good Afternoon Revdex.com,

I have reached

out to [redacted] via phone today and apologized for our failures while creating and

updating his account. I completely understand [redacted]’s frustrations with us and

I have confirmed that we will be sending his check via [redacted] this week

(7.30.2014) to the correct name/address. I have provided [redacted] with my direct

phone number so that he can contact me when he receives the check later this

week.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: My husband purchased a bedroom set from Bobs Furniture, one of the items has a drawer that need a key to unlock it. I have spoken to 6 different people for over a month who have assured me that the key "will be sent" each time I call there customer service number it is like I am starting all over again. the last call I asked for a supervisor who I spoke to and he "promised me that he would personally find out what the problem is with getting the key and call me back in 2 days" He never did. I have sent 4 emails that have been completely ignored. We paid in full at the store and only want to be able to use what we paid for. This is one of the worst companies I have ever dealt withDesired Settlement: I would like the key to the dresser drawer that is locked and I was promised compensation by one of the representatives for the wait and poor customer service-I would like that as well and I am hoping it is not some Bobs furniture polish that you give away in the stores

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] this afternoon regarding this part

concern. The key is currently on its way to our customer via [redacted] (tracking number = [redacted]) and

[redacted] has been provided with my direct phone number for any follow up needs on

this concern or future questions she may have. Bobs Discount Furniture is very

sorry for the aggravation this concern has caused [redacted] and we truly hope we

have begun to earn her confidence back in our business after our communications

today.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased living room furniture and bedroom furniture from the Bob's discount furniture store in [redacted] I recently called the warranty department which is the goof proof by Bob's furniture I called them regarding my damages on the bedroom furniture as well as the living room( goof proof protection) on friday that past they sent over the manufacture technician over to my house to look at the damages but when he came he told me that he does not service their damages on the bedroom furniture or the living room furniture I had to contact Bob's goof proof protection so than he proceeded to tell me that I had to wait 48 hours before somebody would contact me then somebody called me on Tuesday evening and then they told me I had to call bobs goof proof and so I did call them and they where non compliance!!! They proceeded to tell me that my bedroom furniture had too many damages even dial I looked at the coverage form and it clearly states that it covers food and beverage stains some ribs Taras frames breakage of word bubbling of the wood crackling and they told me that they do not cover that and that's what I paid for!!!' ( needless to say I have never called Bob's goof proof protection before today was the first time that I've ever really cool them for any type of service or warranty for my furniture and I purchased the warranty they did not honor it so now I'm screwed and I'm stuck with a broken bedframe and damaged bedroom furniture as well as living room couch... So I told them if they are not going to cover my up my furniture I told them I wanted my money back and they told me they could not give me my money back bob school of protection is a total scam because when you need them they are going to screw you do don't waste your money!!!!!Desired Settlement: If Bob doesn't replace my damaged furniture then I would like my money back from the warranty that I never used!!!!!(bob's goof proof protection)

Business

Response:

Good Afternoon Revdex.com,

We have spoken with our customer via email and presented

avenues for resolving this concern. Bobs Discount Furniture truly apologizes

for any inconvenience and frustration using the Goof Proof Plan may have caused

our customer. We currently have a resolution service in place to help in

resolving our customer’s sofa concerns on 8.08.2014.

Review: My husband and I went into the [redacted] Bob's Furniture store to purchase a dining room table and chair set we saw online. We made our decision and met with the sales person to pay. The set cost $599 and we added the $70 goof proof plan and it was tax free weekend so the total should have been approximately $670. When the sales man took my credit card and ran it he handed me a piece of paper to sign ... but it did not show the actual amount being charged! I asked him where it said the price and he showed me on the other sheet ... but it said $720! I asked him to explain why it was so much and he said that delivery was an additional $60. I told him I was not aware that he was charging me for delivery (we were thinking of picking up the furniture) and asked him why he did not tell me that before adding it to the bill. When I asked him to remove it he said that he had already ran my card through and I had to go to the information desk for help. in summary ... THEY CHARGED MORE MONEY THAN I AGREED TO ON MY CARD WITHOUT PERMISSION!!!! After an hour and a half we were finally able to speak with the manager (who was missing for that time) and when I asked they gave us free delivery and were told that everything was canceled and we would only be charged for the original $670. HOWEVER, this morning I checked my bank statement and they charged me the $720 that they said they would remove. Now I've spent an additional 2 hours on the phone with them figuring out what is going on and who gave permission for them to charge my card $720! As far as I'm concerned running a card without a signature is not legal ... correct? Anyhow ... I am still awaiting my original money to be refunded so that I can pay for the correct amount and get my set. I would really appreciate some sort of reimbursement for my time and frustration over the past few days even after they already had to reimburse us delivery fee it doesn't feel like it was enough as the problems continue. Please help!Desired Settlement: I would like a discount taken from the price of the dining room set to reimburse me for my time and frustration in this matter.

Business

Response:

Good Morning [redacted]

I sincerely apologize for the sales experience you have explained

enduring while making your purchase with Bobs Discount Furniture. I assure you

that on a daily basis we seek to execute core values such as honesty and

integrity in every possible way. We do not find the level of communication you

cite to have received from your sales person as acceptable behavior and we

thank you for escalating your concern so that we may ensure our sales staff is presenting

an enjoyable and hassle free experience for all our valued customers.

Bob’s prides itself on providing our customer quality service and

the best value product for the price. Our primary focus is on ‘Making It Right’

so that our customer is satisfied with the product that they have purchased

from us. We currently have a delivery scheduled for 8.21.2014 to resolve this

concern. Regretfully we are unable to offer a further discount on factory fresh

items with no cosmetic or factory defect concerns. We have taken ownership and accommodated

you for the mistake we made by providing you with a delivery service free of

charge. Delivery is a separate business in itself and we never work the price

of a delivery fee into the price of our product. There are also many other

benefits (as stated in your trifold) that come with paying for a delivery verse

scheduling a customer pick up. You are receiving all of these respected benefits

at no cost to you. The refund charge for the $59.99 delivery fee was fully

processed from our system on the afternoon of 8.19.2014 (Authorization number: [redacted]).

It can take anywhere from 3-7 business days to completely process back to your

card and as is most dependent on your bank’s processing time as it has been

fully released from our systems.

Again, I am genuinely very sorry for the experience you endured

while shopping with us and I do feel that we have made a valid effort to work

above our policies and procedures to apologize to you and make our failure

right. I look forward to your dining room delivery on 8.21.2014 as I am eager

for you to receive the new home furnishings you have been expecting.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Bob's Furniture failed to deliver my furniture and when I tried to contact customer service I was given the run around. The supervisor that I was finally transferred to was not much help.He was obviously reading a script and not addressing the problem or answering my questions.Desired Settlement: I asked to have the delivery fee waived for when they finally deliver my furniture and was told that was impossible. I took a day off of work and I will not be paid for my time

Business

Response:

Good

Afternoon [redacted],

I am

very sorry that we disappointed you on your delivery date because we were

unable to deliver to you within the estimated timeframe you were provided. I do

acknowledge your frustrations and understand from personal experience that

waiting for a delivery to arrive is never a fun experience.

We

disclose our ‘All Day Delivery’ information in the documents you received at

the time of sale and on our online delivery tracker. We remain honest by divulging

that we route your delivery using a state of the art computer

system which helps ensure that your delivery will arrive when it is scheduled,

but traffic conditions, delivery delays and inclement weather can affect the

arrival time of your delivery. Please understand that our time window is not a guarantee.

Please be prepared to be home all day to accept your delivery.

A delivery fee is charged for the

service of delivery on its own and we always keep this charge separate from the

pricing of our merchandise. Our records indicate that you left your home to go

to work and that your mother was available to accept the delivery when we were

able to arrive. I do apologize that you had to ask for anyone else’s assistance

in getting this delivery however the service you paid $39.99 for was completed

and we would not offer to refund on a service that was successfully accomplished.

As a courtesy and because we deeply

care about our customers we can offer to provide you with a $50.00 gift card to

Bobs Discount Furniture. We do feel very bad about your aggravation and frustration

and would like you to have an accessory or item from our store as our apology.

Please let me know if you would like to accept this gift card and I will

process a request to have it mailed to you within the next 7 -14 business days.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I originally purchased the "[redacted]" couch from Bobs Discount Furniture in January 2011 along with their "[redacted]" insurance. By June 2012 (which was more then one year after the warranty expired), the springs on the cushions were popping through. I called up and they sent a service tech to check out the couch. They determined it unrepairable and sent me a new replacement couch. At that time, I was required to repurchase new [redacted] insurance. Jump ahead to August 2014...The same springs are popping through the cushions. I once again called [redacted] to inform them...After being on hold for more then 2 hours, they transferred me to Bob's Customer Care. The person I spoke with informed me that they will once again send a service tech to check out the couch. She then proceeded to tell me that I will either receive a replacement couch or a credit to the store to pick out a different couch. The service tech arrived at my house and knew the problem right away but said that they changed the insurance to add an extended warranty to cover this issue and my current insurance would not cover the replacement couch. I was never informed of this new addition. He relayed his findings to customer care and they will not honor the original insurance. I was told I could purchase new springs and repair the couch myself, which I will NOT be doing! Bottom Line is that I have purchased their insurance twice on the same couch and according to them, this is not covered any longer. They replaced the couch the first time which was 5 months past the one year manufactures warranty. If the couch got "accidently damaged" they would replace it. What constitutes an "accident"?Desired Settlement: I would like Bob's to honor my original contract and replace the couch. I have three years left on my insurance and I guarantee you that with four kids living at home, there will be an "accident" to the couch.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for any concerns

that [redacted] is currently experiencing with her product and stand behind the

value of the products and protection plan we sell our customers.

[redacted]’s previous replacement was

not offered to her through Bobs Discount Furniture, this replacement was

authorized directly through the [redacted] company who owns and manages the Goof

Proof Plan [redacted] invested in. The [redacted] Plan offers five years of

coverage so she was well within the first five years of coverage when she received

the credit from [redacted] in June of 2012.

The Bobs Discount Furniture guarantee

on [redacted]’s sofa expired on 6.08.2013, todays date is over a year after

expiration, the technician that was dispatched to [redacted]’s home on 8.22.2014

(at no charge to her) was done as a courtesy because she is our valued

customer. Upon arriving to [redacted]’s home our technician found that the damage

being reported was unrepairable and that [redacted]’s merchandise has suffered an

immense amount of accumulated damage concerns that are not related to factory

defects. Please see the photo that I have attached outlining the current

staining that is present on this merchandise.

Regardless of warranty status Bobs

Discount Furniture is open to listening to our customer’s concerns and

researching all avenues available to us to help our customers resolve problems

with their product in a fair manner. Please understand that there is a

reasonable expectation that the merchandise you are making a claim for has been

kept in good condition prior to the concern occurring. As a result of all facts

presented in this case regretfully Bobs Discount Furniture is unable to provide

a replacement sofa for this concern.

Our technician did recommended that

new seat cores (foam inside of the seats) would correct the concern [redacted] is experiencing

and should [redacted] wish she can purchase these seat cores for $50.00 each. Please

ask that [redacted] contact us by phone at ###-###-#### if she would like to set

up this purchase part order.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care 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: there was the first instance that they delivered a pub height dining room table and a set of 6 chairs that were normal table height. they exchanged the set 3 weeks later entirely. the new set had the legs loosening by themselves and would cause a safety and health risk to anyone who takes a chance to sit on them. the table wobbles also due to the poor construction and material of the product. the technician that came out to examine the set did not even touch any part of it and left with no explanation of any defects. I called main office and insisted that they take the set back and refund my money and they said no.Desired Settlement: I want a full refund!

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to [redacted] for the frustration

he has experienced with his purchase from us. We have tried to call [redacted] directly several times in the past two days and have been unable to reach him

to discuss this matter further. We have sent a written communication directly

to [redacted]s email address today (10.8.2014) in another effort to help him

resolve the concern he has with his dining room furniture.

Our records indicate that one of the chairs has suffered

animal damage from a pet and we were unable to repair that damage on 9.20.2014

due to the nature of its occurrence.

We have placed a store credit in the system for our customer

that represents the cost he paid on 5 of the 6 dining chairs and the table. We

are willing to work with our customer in getting him a dining room set that

fits his needs; we are just not able to accept merchandise back that has

suffered animal damage.

We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise

or the removal of the 5 chairs and table from his residence.