Bob's Discount Furniture

Review: In the last few weeks one cushion in my couch has lost all support and another you can feel the springs inside. I do not know why these issues have begun to occur.

I called Bob's and was told my couch only had a one year warranty on manufacture's defects and I should call the insurance company. The insurance company after much hemming and hawing said this was not accidental damage and would not cover the issue.

This couch is nowhere near the end of its normal life and yet it is begun to faultier and Bob's is not standing by its product. If it were to have pen stuck through it they would easily repair it, but they are refusing to take ownership of a issue cause by poor workmanship and a failing product.

In the course of my more than 4 hours on hold and in conversation with many people I was hung up on and given many conflicting reasons why I can't be helped ranging from I moved to it wasn't an accident to it should be covered, but I wasn't sure how it broke exactly so it isn't. This has been a very terrible experience in which a major company won't stand behind its productDesired Settlement: I would like the product repaired or a refund so I can by a comparable couch.

Business

Response:

[redacted]Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [redacted] is known as their parent company) is a

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

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

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

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

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

We provide a general flyer at the time of

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

plan and the document further encourages the consumer to read their full plan

documents for the list of exclusions. As the manager of the plan, [redacted] is

responsible for sending the consumer the plan documents. Should the customer

decide that they would like to review the complete plan documents as the flyer

suggests and they don’t have these documents, we assume (as any retailer would)

that the customer would then try and obtain said documents for review. Had we

been made aware of the need for these terms and conditions we most certainly

would have provided them upon any request. As it is not typically a document we

provide we literally have no way of knowing whether the consumer has received

the complete plan or not and we see no reason not to trust that [redacted] is

continually sending these documents as many claims for coverage are routinely

approved.

At this time we ask that the customer provide

photographic evidence via this Revdex.com channel of the sectional pieces. Should the

furniture not have excessive wear or tear/animal damages associated with the

nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available

for this claimant.

We apologize again that the damage reported does not

fit the criteria of the protection plan purchased, like any other retailer that

believes in operating in a fair marketplace we stand behind the fact that the

terms and conditions of the plan should be upheld to keep resolutions fair for

all customers alike.

To move forward please advise the customer

that we require a minimum of three (3) pictures (in color) of this 4 piece

sectional. I have listed the requirements below to ensure our request is

specifically notated:

-Minimum 3 Photos of the Sofa Sectional:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa sectional

- 1 Picture that clearly shows the entire back surface (seats, outside backs)

of the sofa sectional (or a side angle depending on how this is positioned in

the home).

- 1 Picture that clearly shows the concern at

a close range.

We will review these photos and respond

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

Sincerely,

Stephanie G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

I just e-mailed the Stephanie G[redacted] and am awaiting a response.

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: 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: 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: I purchased a reclining sofa/loveseat set along with the Goof Proof plan. When I purchased the warranty, the salesperson SPECIFICALLY stated that breaks, tears, stains and accidental damage to the sofa and loveseat would be covered under this warranty for 5 years. I bought the plan as I have young kids. I haven't had any issues with the sofa/loveseat until last week when my 2 kids yanked the handle of the recliner mechanism and broke it. I called the Goof Proof number 3 days back and reported the complaint, I was put on hold for a few minutes and the representative came back and told me that my furniture was not covered under my plan for this accident. I asked why a technician could not come in and at least take a look. However, she said I did not 'report' the accident. I explained that the accident just happened the day before, and now I am 'reporting' it. I tried explaining to the representative that this accident had just happened but she refused to hear me and said it did not qualify. That is absolutely ridiculous!

This Goof Proof warranty is very misleading and has left us with a bad taste. The sales team at Bob's were fantastic and helped us out. We believed all accidents would be covered. They have such a great collection of furniture, but I am very disappointed and really hoping they can keep their word and help me replace my furniture.Desired Settlement: I want a replacement of my sofa and loveseat.

Business

Response:

Good Afternoon Revdex.com,

While we are very sorry that the customer experienced

any concerns with [redacted] while reporting their claim, we have not been given

any opportunity to handle this concern directly prior to the customer reporting

to the Revdex.com. Our records also indicate that the customer received a store credit

from a previous Revdex.com post in 2010 to obtain their current set. I cannot speak

directly for [redacted] however I do not believe that two kids yanking on a

handle of a mechanism that is nearly five years old- can be considered an

accident by any protection plan’s estimate.

Although the customer is completely outside

of any direct coverage thru Bobs Discount Furniture we are happy to offer a

courtesy service on the merchandise to reattach the snapped handle(s) and/or

review the merchandise to see if there are any manufacturing defects present

within the mechanisms themselves. If a part needs to be purchased in order to

rectify the concern we would expect that the customer pay for that (if part is

available thru vendor) but we will offer to complete any installation at no

charge to the customer.

If the customer would like to receive this

option please ask that they contact us directly in Customer Care

(###-###-####) so that we are provided an actual chance to help the customer

directly. Their account has been fully updated with the notes of this offer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The store says that they have not been given an opportunity to handle the concern directly- this is not true. I have called the store directly before AND after contacting [redacted]. Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warranty. They gave me [redacted]'s phone no. and directed me to call [redacted] directly.Additionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchase. Bob's should not be selling these accidental protection plans for five years if they are not able to stick to their word. This was an accident and should be covered by the accidental protection plan. The only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damages.Please resolve this issue by sincerely helping us out and refunding/ replacing our furniture.Many thanks,

Sincerely,

[redacted] Desai

Business

Response:

Good Afternoon Revdex.com,

I do apologize that our customer remains so dissatisfied by

the resolution we have offered. Our

records show no recordings of conversations directly with this consumer

regarding this concern. We will certainly speak with our retail location about the

need to make contact with customer care for concerns on already delivered

merchandise and the appropriate recording of any interaction with a customer

calling in.

We are unable to force another company ([redacted]) into

covering a concern they have denied under their own terms and conditions.

Although Bobs Discount Furniture is not the company

associated with the coverage the customer purchased we are offering a

resolution of service labor at no charge to meet this customer’s demand for

recourse. The reporting timeframe most certainly matters as it is a part of the

terms and conditions of this protection plan and most insurance coverage associated

with the marketplace in today’s business. It is one of the many terms and

conditions that keep protection plans and resolutions fair for all consumers

alike.

Again, we are not denying assistance to the consumer and are

working far beyond any responsibility our business has to this merchandise to

offer resolution.

Our original offer remains the most fair and adequate resolution

we have to assist this customer directly and is an extremely valuable offer

from a place of courtesy and care.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Dear Revdex.com, This response is unacceptable and very disappointing. I did make a phone call to Bob's ([redacted] where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call [redacted].This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situation. I am still stuck with a broken piece of furniture costing me a lot of $$.Bob's says they are unable to force another company to help us out. However, Bob's was the one who sold us [redacted]'s policy and promised us that accidental damages would be covered. So how is my case different from any other person who has had an accident breaking their furniture?I have reported the damage well within the time frame (2 days after it happened) and the accident has occurred within the 5 year warranty that I was promised.Kindly please try to understand my situation and help me out. I am not asking for any coverage that is out of the warranty.Kindest Regards,[redacted]

Sincerely,

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: Hi, I have a few of the above issues. We went to Bobs discount furniture in August of 2014. We were there for nearly 3 hours with a furniture consultant [redacted]. We asked every question known before making our purchase on a recliner and couch. We were told there was a 1 yr guarantee/warrantee and if we buy whats called the "goof proof" we would be covered for 5 years on our entire furniture. So we began to ask questions about coverage. We even told [redacted] that we were going to have a blow out party with 20 girls for my daughters 10th birthday, what if the furniture gets ruined. She distinctly told us numerous times everything is covered and anything is covered except a "dog biting the furniture" and if we had to call in a claim to mention what happened and we would be covered for a repair of the entire furniture or a new replacement 1x for a new replacement. I started to notice tears in our furniture where I didn't have covers over exposing any of the furniture. So I called and two men came to my house today and as soon as one walked in the door from a distance to the door to the recliner he said Ive been doing this for 35 yrs This is from a CAT. I stated 10x over I DO NOT OWN A CAT. I do have 2 very big dogs and they DO NOT go on the furniture and had they the tears would be HUGE. He then called someone and told him its pet damage, then told me its CAT damage. I spoke to the a woman called [redacted], he handed me the phone and rudely left. She said that he said PET damage, I said no he didn't, he said CAT and that I have dogs. She began to immediately tell me he said pet, I said CAT. Needless to say we aren't covered neither on a 1 yr or our purchase of the goof proof. We were misled and lied to by Bobs Discount Furniture. When I called the goof proof people they told me that a lot of customers call and say that they were told the same thing and they don't know why they do that. I would like a replacement on a different type of fabric being I wouldn't have gotten leather had I know thereDesired Settlement: I would like a replacement under a different fabric for a recliner and couch. I asked the furniture consultant numerous questions because I have a young child with friends and sleepovers, parties etc. She assured me if anything happened I was covered. I feel the leather is not in good quality to rip and it also had threads sticking out which all they did was cut. I uploaded the rips in my furniture, though it is all over it. except where my covers are and the goof proof policy

Business

Response:

Good Afternoon Revdex.com,

Please see the attached pictures (3 pages) that we have included for your review on this claim.

These pictures were taken by our technician who visited the home on 2.25.2015 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment.

As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have received. The Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchase. For these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardian is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved.

While the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided). It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale.

In regards to the damage associated with this specific consumer complaint we ask that you again review the photos attached. Bobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect nature. As a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in.

The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection plan. This claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directly. We have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental event. Like many other protection plans the coverage excludes acts of normal wear and tear or accumulated damages. As indicated above these parameters are expressed on our sales flyer for this portion of the protection plan.

The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control.

Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %3

Consumer

Response:

Review: [redacted]I am rejecting this response because: I already know what my furniture looks like. I believe that I stated that to both customer service on one occasion and on the 2nd occasion I spoke to a [redacted], when the tech handed me my own phone and walked out of my house and said here resolve this with customer service. I called because my furniture looks like that. I spent good money and a 3 hour stay at Bobs Discount furniture, not only buying a living room. I was clearly told that if ANY thing happens as long as it is NOT a dog biting the couch to wear its apart that I was covered and I should buy this goof proof. I clearly asked over and over again is this real, because I am about to have a big blow out party for my soon to be 10 yr old little girl. Im haivng 20 9 and 10 yr olds. [redacted] stated anything that happens. We at one point said if people are sitting with pens or anything pointy or scratches the furniture all over is that covered? Her reply was YES absolutely. I in NO way would love to go through this but the reason I was at Bobs for 3 hours is to make sure I was buying the best purchase for my money and knowing I had protection because I have a child who has plenty of playdates and friends. I stated to [redacted] that I loved this set but was afraid of the leather because of this very reason, since she was dead on telling me dont worry your covererd. I purchased it. How rude is it for a tech to come in my front door and say this is from cats when I dont own cats. Then had to be told by [redacted] this is pets. I have 2 very large dogs who again do NOT go on my furniture or in my bedrooms. They are BIG and if they happen to scratch I could honestly say it would be a huge dog scratch. This is NOT.

I would like a return, I would like a different fabric and I would like NOT to be lied and misled. Sincerely,[redacted]

Review: sleeper has sharp edged hands that cut my leg when first used.

Tried to call the customer care phone during the first month after purchase but unsuccessful.

Phone calls put on hold for over 10 minutes and no answer.Tried for 3 weeks.

Finally with the help of the store I purchased from I was able to talk to someone from Customer Service.

I was told they were very busy during that period of time that is why no one answered the phone.

Also the recliners are too heavy to move and so are the marble tables.

At time of purchase had I been told that the items are too heavy to move I would have chosen different merchandise.

After a technical person came to where I live ,he confirmed my complaints.

I was offered a store credit for the merchandise once sent back.

I refused the proposal base of no more trust to do business with a company that requires 3 weeks of trying to contact them and their excuse being they were too busy.Desired Settlement: complete refund.

Business

Response:

Good Afternoon Revdex.com,

We are so sorry that our customer had any difficulty getting in

touch with us to initially discuss these concerns. We assure our customer that

is not the normal case for our offices and we continually remain available 7

days a week to assist our valued customers.

We also apologize that our customer is at all unhappy with the merchandise

they personally selected and assure them that we have initiated an appropriate

resolution offer in which our business suffers several losses to accommodate

them.

Per the sales invoice that this customer signed and fully agreed

to ( I have a copy of the signed policy document and if necessary can submit to

Revdex.com) at the time of sale:

Our refund policy is as follows:

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

The information the customer has posted regarding our technician’s

findings is not accurate. I have included a document containing photos of the

merchandise and I have posted the technician’s report below from 8.20.2015:

8/20/12

1212-1229PM

TECH

SLEEP SOFA- SLPR MECH UP TO STANDARDS

- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS

ARE SHORTER THE REST OF LEGS

THIS IS NORMAL AND THE OVERALL

CONDITION OF ITEM IS GOOD

RCL CHR = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO

RCL

THIS IS NORMAL AND THE OVERALL

CONDITION OF ITEM IS GOOD

At

this time we have addressed the customer’s preference concerns with the

merchandise to the best of our ability as a business. We have filed a Personal

Injury Report on the customer’s behalf to our insurance provider, confirmed

there are no defects within the items (our

technicians report/pictures relays that the items are in safe condition), and

gone above and beyond to offer this customer a reselection credit with no new

delivery charge.

As

a business we are offering to take back merchandise that we cannot resell as

new even though there are no defect concerns present and cover the cost

associated with paying a new delivery team to bring out whatever merchandise

the customer feels will suit their desires better. We care very much to satisfy

all of our customers and assure this customer we are only trying our best to

help get them product they are happy with.

We stand behind the resolution we have in place as the most fair

and accurate given all facts associated with this case.

Kindest Regards,

[redacted] A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:[redacted] either has been misinformed or twisting the facts.Who brought up the legs being short or long!!!! what does that have to do with my injury.

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

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

Sincerely,

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

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

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

provided the appropriate attention and replaced under the guidelines we express

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

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

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

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

During the service appointment on

3.31.2015 the service technician logged no manufacturing defect present

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

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

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

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

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

defect.

Our records indicate that as of 3.31.2015

this consumer fully accepted the courtesy resolution offer and ultimately selected

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

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

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

We further apologize and absolutely take

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

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

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

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

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

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

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

continually please our clients with non damaged deliveries and delivery

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

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

customer the expected product in showroom quality condition.

We have communicated another fair and

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

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

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

them has an individual.

Should the customer wish to return to our

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

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

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

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

demands while seeking to balance the needs of our business.

Review: 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: 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: I went in with my wife to BOBS Discount store on January 19th to purchase bedroom furniture. We decided on [redacted] Delivery was suppose to be on the January 27th but because of bad weather they delivered the following week. The day of delivery it was snowing again and the gentlemen set up furniture and left. When we went into the bedroom there was a strong odor like petrol coming from the furniture. We tried to ring BOBS but it was closed. The smell was so strong that I could not sleep in the room I have lung cancer and the smell was very strong. The next day we rang and spoke to customer care and they said that no refunds could be given because the furniture was delivered and that we had to replace it with other furniture. They did not even explain why they just said no refund. Thursday the 5th of January until Sunday the 8th we had to leave the windows open with all the drawers wide open as well. We were going to go in but due to bad weather we did not go. We looked over the paper work and in fact it said refund before 16 days. I rang up the next day Monday the 9th of February and spoke to customer care and asked them what the refund policy was. They stated that because we financed it and they got payed in full and that the furniture was delivered no refund could be given but only an exchange. They did not tell us that on the day of purchase nor on the day we called to complain on the 4th of February. I always thought that there was a 3 day return policy and we did ring thr next day of delivery. I would appreciate it if you can help us out in getting a refund and returning the furniture with no other purchase.Desired Settlement: We would like a refund with no other purchase.

Business

Response:

Good Afternoon [redacted],

I am very sorry to learn of your disappointment with the product you received from us. New wood furniture does bring a “new wood smell” with it. Many consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during production. I am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual.

Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):

REFUNDS AND CANCELLATIONS POLICY

You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.

I am perplexed as to where you are locating any information about a ‘3 day’ or ’16 day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present.

As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of 2.03.2015 your account indicates that we created a ‘reselection credit’ for you.

At this time your concern is being addressed above and beyond our expressed policies. We stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison <!--[if !supportLineBreakNewLine]-->

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: 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: 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: 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: The phone number on our account is [redacted]. In February 2015, we purchased a 4 piece sectional in the [redacted] location in a special order blue color. In late March, we were informed that the couch had arrived and to schedule for delivery. When scheduling the delivery, we told the representative that we needed it delivered on April 10, due to that being the date of settlement for our new house. On the evening of April 3, we received a delivery call. Upon answering the call, it was determined that the delivery was mistakenly placed in the computer for the 4th. We stated we needed the couch to be delivered on the date we requested. We were told that the delivery date was filled, yet due to the error on their part, they would accommodate our order on the truck by using an Addendum. The representative confirmed that we would receive another delivery call on April 9th. On the evening of the 9th, I reached out to Bob's because I had not received a call as of yet. They told us that the addendum was not filed and we were not receiving our delivery. We were upset, yet rescheduled again for April 18th. On the evening of the 17th, we receive another phonecall at 9pm stating that our delivery scheduled for 7am is not complete. One piece is missing: no one knows where it is, if something happened to it, etc. We simply were not receiving it. With a toddler, we need a complete couch. A partial couch is a safety issue and unacceptable. However, they stated they still needed to deliver it. So on April 18th, we received 3 out of 4 pieces of a couch, which was not even placed in the correct room, but rather lumped in the corner entryway. That same day, we called to determine the earliest time possible to receive the missing piece. We were told Tuesday, April 21. On Monday, we received a delivery call with the estimated time of delivery during late morning/early afternoon. Since my husband and I both work, we personally paid a family member to sit at the house to receive the delivery. At 5pm that evening, there was still no delivery. Upon calling Bob's, we were told that the piece was in stock, yet they forgot to call us yesterday to inform us. Huge failure on the part of Bob's concerning this 4th attempt to have our complete couch. We are then in turn told that it will take 3 more weeks to receive the special order piece. Completely unacceptable offer. When speaking with [redacted] in [redacted] on Thursday, my husband and I conceded that will downgrade our couch to standard brown in order to just receive a full couch. The order was put through and delivery setup again for Saturday April 25th. At this point, we are communicating with [redacted] due to the severity of our order. On the day of Saturday April 25th at around 11am, we receive a call from Bob's again. This time, they tell us that the couch that was reordered was put through in two different colors: one part tan and three parts brown. Imagine a family sitting on pillows on the ground watching TV: a husband, a two year old, and a pregnant wife. The agreement was made that the couch will be delivered and a new one received on May 2nd in all the same color. So, we forfeit going to family gatherings that day to continue to wait for the couch. We receive a call at 1:25pm that they are about 5 miles away and we are next on the delivery schedule. They never show up, they never call, nothing. We reach out to [redacted] at around 4pm and she states that the delivery drivers decided not to deliver the merchandise. That must be nice just to not decide to provide a customer with their paid merchandise. She states that there is no explanation for this and continues to apologize. She reorders the couch in the same standard brown color and sets up delivery for us on Saturday May 2nd. She also states that she is going to speak with the owners on Monday morning about securing us a gift card for our massive amount of troubles. She also advises to call back after May 2nd to have the delivery fee refunded. Finally, on May 2nd at 6:45 am the delivery drivers arrive with the couch. The original couch that is piled in our house is removed. The two delivery men get into an verbal altercation in the middle of our street while attempting to unload the truck. One man walks down about 6 houses and sits on the curb, refusing to continue working. The other man tells me that he cannot unload the truck alone. At this point, beyond frustrated and 5 months pregnant, the truck needs to be unloaded. So, here I go, helping the one delivery man unload my 4 piece sectional and carrying it up the steps and into my home, while the second man sits on the curb drinking coffee. This is eventually how I received my couch. Since that Monday May 4th, I have called [redacted] for a total of 23 times, leaving messages to call me back regarding our situation. No call back as of today. I have reached out to the [redacted] store and they have reached out to [redacted] as well on my behalf. On June 5th, I called and asked to speak to another account manager about our situation. She informed me that a woman named [redacted] was handling our case, yet she has never reached out to either myself or my husband and is unable to be reached by phone or email. This situation is absolutely absurd and egregious in nature. Due to the 6 times it took for our couch to be delivered and the extreme measures that had to be taken, some type of reimbursement beyond our $100 delivery fee needs to be addressed.Desired Settlement: The agreement proposed and spoken about with [redacted] referred to a $600 store credit for future purchases. The insane circumstances that surrounded our delivery and the 5 consecutive Saturdays that we had to surrender all prior engagements to try and receive our couch. Each time we scheduled a delivery, we put our faith in Bob's to follow through. Even [redacted] gave me her solid word that those drivers would be there Saturday the 25th. The answer is always the same. This shouldn't have happened. There is no explanation why this happened. We are sorry. In order for us to restore any faith in your company, we need to see this reparation be made.

Business

Response:

Good Morning Mrs. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for your most recent delivery experience. I shared your Revdex.com complaint with the customer care supervisor, [redacted]. She has tried calling you multiple times (6/12 &6/17), leaving voicemail messages but has yet to receive a call back (you also may have received a call from [redacted]-another supervisor 6/18). Please allow [redacted] an opportunity to speak with you, discuss your concerns and arrive at an amicable monetary resolution. [redacted] is more than capable of addressing your concerns and I am confident that she will be able to settle this complaint to your satisfaction. In the event, you are still dissatisfied after speaking with her, please let me know and I will do my best to assist you.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I recently had surgery and was not able to return [redacted]'s two voicemails until 6/19. I left messages on 6/19, 6/22, and again on 6/24. The number that she asked I call was the same number I have been calling for the past six weeks with no response [redacted]. Each time for the last six weeks I leave the same number for her to return my call on (my cell phone) and she consistently calls my house phone during working hours. If someone could please call me at [redacted] as soon as possible to have this issue resolved.

Sincerely,

Business

Response:

Dear Mrs. [redacted],I apologize that you have been unsuccessful reaching [redacted] to discuss and resolve your concerns. She confirms receiving one voicemail on 6/24 but none prior. Your complaint has since been transferred to [redacted] M., another customer care supervisor. I have provided her with your contact information and I am certain that she will be in contact you with you within the next 24-72 hours, if she hasn't already.