Bob's Discount Furniture

Review: I purchased a Bob-O-Pedic Mattress in 2008 along with the "Goof Proof" protection which states that you have a 10 year replacement guarantee should the product fail to work as described. This covers any bed wetting, fluids, damages to the mattress so long as the protective cover is on the mattress at all times. My son wet our bed last night and I called to attempt to file a claim. they stated that since the cover was not working properly that the mattress would not be covered nor would they honor the warranty.

the salesperson I spoke with said that as long as the protection was sold with the mattress that I would be fully covered for ANY type of incidents that occurred to the mattress. At the very least this is false advertising. the goof proof protection was a few hundred dollars extra to pay and I'm sure was pure profit for the store.Desired Settlement: I would like the warranty to be honored, my mattress and goof proof protection replaced.

Business

Response:

Good Morning [redacted],

I apologize for any confusion present with your open PRBD

(Protect-a-Bed) claim. In seeking more information about your denial claim we

have been informed that your claim thru this company is in fact being handled appropriately

and is in a state of process, not denial.

The PRBD service manager has submitted an email to us that

was sent to [redacted].com outlining

the next steps in the process of this claim (I.E. sending back the damaged

protector).

We again apologize for any confusion that may have been

present and encourage you to continue to work with PRBD directly for resolution

on this claim. As per documentation provided to us we stand behind the fact

that at this time PRBD is addressing your claim adequately.

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a bunk bed with two mattresses and a king size bed with matching dresser and mattress from Bobs.The bunk bed was delivered on 8/28/14, the planks were unshaven and one was broken. The king bed and dresser was delivered on 9/6/14, the mirror to the dresser is defective it doesn't fit the dresser. As soon as I laid on the King bed it collapsed with me, The planks are poor quality and flimsy. I had to sleep on the floor on 9/6, 9/7 & I will have to again sleep on the floor on 9/8 with back pain from the collapsed bed. I tried contacting Bobs but they were closed, I was finally able to speak with them on 9/8/14, when they informed me the technicians don't work on Mondays. I spent over $3000 at this establishment and to receive merchandise of poor quality is totally ridiculous. I even called the store I purchased the merchandise from on 9/6 & asked for them to have a manager contact me and no one ever did. The customer service is poor along with the quality of the merchandise. I am very dissatisfied. Please help me!Desired Settlement: I would like better quality merchandise and I would like a discount on my purchase.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for [redacted]’s disappointment in the

product and the service she has received from us. In researching our customers

account today I do see that [redacted]’s concern was resolved by one of our

Customer Care Supervisors yesterday (9.08.2014).

We currently have a pickup scheduled on 9.10.2014 to remove

the merchandise from [redacted]’s residence and provide her with a monetary

refund following our processes for the merchandise returning to our

distribution center. While this resolution is beyond our normal procedures we

do understand our customer’s disappointment and the level to which we have

failed in this case.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.

Sincerely,

Review: I am writing to follow-up on a complaint made on July 8th (more than two months ago). At that time, I had experienced delivery issues and received a broken nightstand. After speaking with account specialists [redacted] and [redacted], I was promised 50% off the delivery fee, refunded back to the credit card for a total of $54 (including tax). I was also promised that the piece would be exchanged. When the piece was exchanged, I noticed a scratch on the top of the piece. I alerted the delivery man, who called Bob's. I was told that a furniture specialist would need to examine the piece to fix it. When I was able to schedule the furniture specialist to come in, he confirmed what I already knew - it would not be possible to fix the piece. I once again had to speak with customer service and explain the situation yet another time. I agreed to have the piece exchanged, and it was finally delivered the third time. When I called to receive the refund of 50% off the delivery fee, now that the piece was finally delivered in the right condition, I asked about further reimbursement given the extreme hassle and the fact that my piece had to be delivered three times before I could properly receive it and use it. This, for whatever reason, seemed to be a surprise to the customer service representative. I spoke with [redacted] in customer service and finally [redacted], who said she was an account manager. Neither seemed concerned at all about keeping a customer relationship. [redacted] offered $75 total to be refunded back to the card (an increase of $21 from the previous agreed-upon reimbursement) or $100 total to be given as a gift card. I could not understand how this was at all sufficient, and the only explanation given to me is that I should be happy I am even getting something reimbursed back to the credit card. Again, not the best way to keep a customer. In any sort of context, if the same mistake is made twice, it would be common practice to refund the customer. If Bob's cannot be bothered (twice!!) to check that the piece that is being delivered is in the correct, new condition before it is being given to a customer, then I should not have to bear the cost of that piece. I would consider this absolutely minimally sufficient. I am asking for the original agreed-upon reimbursement of 50% off the delivery fee ($54) in addition to the cost of the piece being reimbursed ($179).Desired Settlement: I am asking for the original agreed-upon reimbursement of 50% off the delivery fee ($54) in addition to the cost of the piece being reimbursed ($179).

Business

Response:

Good Afternoon [redacted],

I apologize that you have endured such a disappointing delivery

and [redacted] experience while we worked to correct our product failure. I

acknowledge why you are seeking a monetary refund on the price of your

nightstand however the fact remains that your nightstand has been received in

good condition. Bobs Discount Furniture prides itself on providing our customer’s

with the best merchandise possible for the price point and in the event of a

failure that negatively impacts our customer we seek to make that failure

right. You entered into an agreement with us for a nightstand you selected from

our showroom and a delivery of that product in good condition. That original

agreement has now been met and you have been offered various avenues of further

apology on top of us correcting our mistake.

While I acknowledge your feelings of frustration and take responsibility

for those feelings, I believe it is unreasonable to expect any business to

provide any customer with factory fresh product and a 100% discount on the

purchase price of that product.

As a further form of apology to you we can refund the full

amount you paid for the delivery fee associated with this purchase. I do feel

that this offer is above and beyond for several reasons. The rest of your

merchandise was delivered in good condition during your first delivery and we

are continually working to upgrade our offers of further apology to meet your

satisfaction. I do hope that you can understand our position as a business and

I apologize again that we have left you feeling so uncared for.

If you would like to accept this final offer for

compensation you may write to me through this Revdex.com channel or you can contact

our [redacted] Department at ###-###-####.

Kind Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: November 2014 the couch and love seat set we purchased in the [redacted] Store was delivered. The set was purchased with The Goof Proof Protection Plan. We placed a claim for wear on the Left arm of the Couch a month later. The technician came to assess the couch and determined a replacement piece was required, which was delivered quite some time after the fact which needed us to keep placing phone calls to inquire as to its whereabouts. After much ado, an entire new couch was delivered (they had erred in processing the claim and never shipped the replacement) so instead they sent a whole new couch stating it was un-repairable. The new couch while I myself was not at home and I re-inspected the couch upon my arrival and found it did not fit my requirements as I noted that the spacing between sections was far greater then the original piece. I placed a phone call and another appointment was scheduled for a technician to evaluate the piece for correct assembly. It was deemed "normal" and I continued to state that it was not in fact "normal" and I noted that the seat was NOT right, it felt loose. Eventually another technician came and we were told by Customer Service it was again un-repairable and to head to the store to select a replacement. We attempted to find a replacement to no avail as the selection did not meet my expectations at this time. So I decided to just "deal" with what we had. Fast forward to January 2016 14 - 15 months post purchase of a set that has minimal use. And again we notice the wear of the seat is abnormal and very loose at this time. I placed yet another call to BOB's for file a complaint regarding this furniture piece. Again, an appointment was made for a technician to assess the piece. He came on February 4th and deemed that it was IN-FACT "Detached" and we were Once Again advised to head to the store where we no have a "Credit" of $1200 was available to us to select a entirely new set. After careful consideration we finally agreed on a Sectional Set (this is to avoid the electronics and potential repeat of previous issues with individual pieces making the couch. The newly selected set was advertised for $1,299.00. $99.00 more then the credit. We were told that we could NOT in Fact have the selection as we needed to find something of $1,200 or less! We were told to select something of lesser value and actually something we did not like in order to receive a functional piece of furniture that was not defective! Because we initially financed the items through the Fiancing Company "Conveniently" located in the store. We spoke with the finance manager, the store manager and the Sales Person (Who happened to be the only nice one) to yet again no avail. They would NOT work with us on our choice selection so we were forced to select something we were not overly happy with and we were also told that despite having paid for the protection plan for 5 years it is not transferable and will not apply to the new set. So therefore, if anything is wrong or goes wrong with this set we will have no coverage. This entire system is flawed and I am very unhappy and would like a refund to shop elsewhere. I have learned my lesson unfortunately the hard way. Please assist me in rectifying this situation.Desired Settlement: I ultimately want ALL our money back including finance charges and what has been paid on the set so that we can take our business elsewhere. Also, if I am stuck with this set I want the protection plan back in place.

Business

Response:

Good Afternoon Revdex.com,

I have read the customer’s concerns and I am able to offer

as a courtesy to cover the cost on the Goof Proof insurance on the new

order. I do believe after reviewing the

customer’s account this would be the only recourse we could offer at this

time. I have updated the order to show

that the [redacted] sectional that is scheduled to be delivered on 2/12/16 has the

insurance coverage.

Please express our deepest apologizes to this customer; with

the new delivery we hope we can redeem ourselves to this customer.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: The warranty does not cover leather. 99% of the furniture I purchased is leather

I originally purchased my furniture in early 2010. Had numerous problems spoke with [redacted] and [redacted] (store managers at carle place) They switched out my furniture twice. Now the leather is wearing away and is cracked. Contacted the warranty I purchased and they told me they no longer are servicing Bobs because of all the insurance claims that are issued by there customers. They will cover the non leather furniture. But my problem is with my dining room chairs and they cant do anything. The store sold me a expensive warranty that is no not for any of the furniture for which I purchased. Desired Settlement: I want my dining room chairs either fixed or replaced. There is no reason that the leather If it is leather should be peeling and cracking

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

Good Morning Ms. [redacted],

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

Your dining chairs were not advertised as leather but rather vinyl. Goof proof provides coverage against both fabric types however, when filing a claim you must indicate a specific incident which caused the reported damage.

The damage you are reporting is reflective of normal wear and tear, especially since delivery was 2.5 years ago. You may purchase new seat cushion at $35 each and new chair backs at $40.00 each and we will install at no charge or you can purchase new chairs at $79.00 each. Bob's Discount Furniture nor Goof proof is able to replace the chairs.

Your business is greatly appreciated.

Consumer Response /* (3000, 7, 2013/05/02) */

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

I was told When Purchasing my set By [redacted] the sale associate and I believe the gentlemans name was [redacted] who was the store manager that my set was leather and that goof proof covers all. I have had nothing but problems with all my furniture. It seems that the Bobs associates lie and tell you what you want to hear to make the purchase. I along with 5 other family members have had nothing but problems with the furniture. I also have had my stuff swapped out several once before because the furniture is all cheaply made. I paid for an expensive 5 year warranty that is useless to me. I wanted either my chairs fixed or exchanged or a full refund of the warranty that is null and void for leather furniture since I am being told my furniture is not leather.

Business Response /* (4000, 9, 2013/05/04) */

The necessary paperwork to replace your (2) chairs was processed on 5/1/13. Please call X-XXX-XXX-XXXX to schedule a delivery and pick up date. Please understand that this replacement is a courtesy and any future concerns with cracking and peeling will not be covered by Bob's or Goof proof. The chairs are advertised as vinyl not leather and there is/was a placard placed on the table in the showroom identifying it as such.

Review: I purchased a desk from Bob's Discount Furniture in August 2013. By January 2014, the lid of the desk's misalignment had become so severe, it would no longer close. I attempted to close it and the hinge of the desk broke. I called on February 3, 2014 to file a warranty claim and submitted subsequent photos as instructed. The customer service person on the phone said since it sounded like it was not serviceable, they would just replace the desk for me. After not hearing anything back, I called again on March 15, 2014. I spoke with another customer service representative and her account manager who had to search for my photos. After looking at the photos, they said that this appeared to be accidental damage. I requested that they send someone out to investigate further, as it would be apparent that this was a manufacturer's defect and the breaking of the hinge was an after-effect. They refused and continued to say they would provide no exchange or any reimbursement. The desk was $299, and they went out of their way to ensure they would not have to pay anything. As I live alone, the lid of the desk was not being opened on an extensive basis and the wear and tear of normal use on a desk should not cause the lid to become misaligned in 5 months to the point that it cannot open. This defect should have been resolved by replacing the desk or providing a refund.Desired Settlement: As this is clearly a manufacturer's defect, I would like a replacement of the desk. If a replacement is not available, I would like a refund.

Business

Response:

Good Morning Revdex.com,

I have reached out to this

customer by the email address she has provided in this complaint this morning

(3.26.2014) so I can assist her on a more direct level.

Thank You,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We purchased a bedroom set from Bob's furniture and the mattress was infested with bedbugs. I called Bob's furniture several times to inform them of the problem and to get a replacement or some type of help, but they refured stating that the bedbugs did not come in the mattress and also that we didn't report the problem as soon as we purchased the furniture. I am certain that the mattress came with bedbugs because our entire bedroom set was from Bob's. We also bought a mattress protector and bedbugs came out of the mattress by making a hole on the side of the protector, also purchased at Bob's. They never did anything about and we had to pay an exterminator to get rid of the bedbugs. I have proof i.e. a video, which shows everything I'm describing above.Desired Settlement: I would like Bob's to reimbursement for the amount of $450.00, which is the amount we paid the exterminator. I have a receipt from the exterminator. I would also like a refund for the mattress protector.

Business

Response:

Good Morning [redacted],I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The bedding that you

purchased was a new product that was wrapped from the manufacturer. I can

imagine that this ordeal has not been easy on you, but the facts are that the

source of bed bugs are from somewhere other than new furnishings. These pests require

a human source to survive and they move around by hitch-hiking on people and

their belongings.

Unfortunately, bed bugs have

become widespread throughout the United States over the past several years due

to both a combination of global travel and the absence of effective chemical

treatments to deal with them. Please be aware that the presence of bedbugs does

not reflect on the cleanliness or otherwise of their environment – they can

survive and thrive wherever people reside, and they are most active at night

when they feed.

We regret that you experienced

this problem, but we are unable to respond to issues when the cause is beyond

our control.

Kind

Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered and recieved furniture from Bobs discount furniture the recliner I have malfuctioned and is in the open poistion. This chair is for my mentally handicapped sister. The store sent serivce man on 1/17/2015 we recieieved the part on 2/4/2015. we called to inform them that the part arrived. At the same time furiture we ordered and recieved on 12/23/2014 also is not working correctly. we submitted a service call for this to be reparied the same time as my sisters recliner. Service man arrived here today 2/14/2105. with only a work order for my recliner not my sisters. It has now been over 6 weeks for my furniture and more than 3 weeks with my sisters. I asked the technician to get his company on the phone he refused and left. I am presently waiting on hold for over 40 minutes to talk to someone in to answer my complaint at bobs furniture.Desired Settlement: Since this furniture has "GOOF PROOF PLUS" coverage I want this furniture replaced

Business

Response:

Good Morning Revdex.com,

I personally spoke with [redacted] on 2.17.2015 regarding this

complaint.

I have

made [redacted] aware of our apologies for the inconveniences our failures

have caused him and we were able to reach an agreeable resolution of providing

him with factory fresh models of his merchandise on 2.24.2015.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was promised a replacement for my sister recliner. The merchandise was delivered today 2/24/2015. The chair was the wrong style and color. I spent 45 minutes on the phone with a customer service representative by the name of [redacted]. She informed me that the chair in question is a dropped item which means they no longer carry it She has set up a service call for the chair to be repaired. If the chair is not repairable we they will at that time allow us to go to their local store and pick one out to replace it. I explained to them more than once that this chair is for a mentally disabled person. But as you can see from the way they are treating this it has no bearing on how they operate their customer service department.

Sincerely,

Business

Response:

Good Morning Revdex.com,

I have continued daily to work with this customer ([redacted]) directly via telephone regarding this concern.

We are working at full capacity to resolve this concern for

our customer and his family.

As of 2.25.2015 we shipped parts via [redacted] to [redacted]

residence and are waiting on this package to arrive so that we can get this

chair back to full working order. We absolutely understand the necessity of

having this working power chair and the inconvenience the non working unit has

been causing to its owner.

As soon as the parts arrive to [redacted] I have advised

him to contact me directly and we will schedule a technician out as soon as

possible (same day or available next day) to get this installation completed.

We are genuinely very sorry for the product failures that

are still causing our customer so much frustration.

Sincerely,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Parts were to be shipped on Wednesday2/25/2015 via [redacted] and/or [redacted]. Was informed this morning that the packaged was lost in transit. A new motor is scheduled to be sent out today 2/27/2015 and due to arrive on 2/28/2015. This whole matter has been very frustrating to say the least. Although I must say that the service representative has been very professional. This matter seams to be never ending. We are still waiting for this matter to be resolved. Hoping that the motor being shipped is correct and that it will solve the problem.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

As indicated previously

we are currently still handling this concern directly. While your mediation

channel is greatly appreciated I have personally continued to follow up with

[redacted] with the most updated information we have.

The package we

originally sent thru [redacted] was lost in transit beyond our control, to correct

this concern [redacted] will be picking up another shipment of two motors from our

[redacted] today (2.27.2015) and the customer has been provided

with a direct phone number to contact me on once this shipment is received.

In the unexpected

event that the replacement motor does not solve this chair’s concern we have

multiple other options for resolution available to this customer to resolve

this concern. We have been, are, and will continue to address this concern with

the care and attention it deserves.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: While delivering furniture to my home, the driver knocked down my mail box and the post that it is mounted to.

They told me send an estimate and it would be taken care of. I sent pictures and an estimate and now they won't even respond to my emails.Desired Settlement: I want them to pay for the damages to my mailbox. I was not even asking for the price of labor to install a new one.

I simply asked for the parts money. The cost of the post, the concrete and the box.

Business

Response:

Good Morning Revdex.com,

We apologize that our customer’s

property was damaged at all during the delivery process.

Following our normal successful

procedures for claims of this nature, we sent the customer’s claim directly to

the trucking company accused of the damages for response/resolution.

I have reached out to this third

party provider today and received the following response in reference to status

of this claim:

“Per: [redacted]”:

“The claim is in the process of

closing out. The customer should be getting a check in the mail for the

damages. He has not submitted any estimate or photos although we had asked. He

has only advised he will take $100 to settle, which we agreed to”.

At this time we stand behind the

information our partner has indicated and believe the claim is being addressed

with out customer as it should be.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This response is not accurate. We submitted photos and estimate TWICE. 2 different people from Bob's "home damage claim dept" contacted us. We sent them twice. We most certainly didn't just say to them "pay me $100". We were hoping that Bob's would have admitted they were wrong and just do the right thing and take care of our damage but no, they have to try to put the blame on someone else. It was there employees who contacted us for pics and estimate. It was not a trucking company as they claim. All we want is a peaceful settlement to this matter. We want Bob's to accept responsibility. We can't believe they are willing to damage their reputation for something so small. Bob's should have just paid the claim and then pursued the matter with this trucking company on their own. Also, we find it hard to believe that they do not own the trucks.

Sincerely,

Business

Response:

Hi [redacted],

I apologize that you remain so dissatisfied after receiving our

response. We most certainly took responsibility for this concern by filing the

claim for you. I further apologize that you allege the information I received

directly from our provider is inaccurate and caused you any offense.

As your claim is being handled adequately by the trucking

company whose direct employee caused the damages, we would not insert ourselves

into a situation where it is not necessary for resolution to be accomplished.

If you’d like to provide me with the contact information for

the member of Bobs Discount Furniture’s staff that you claim to have worked

with on this property claim I will be happy to perform research and provide a

follow up statement to address the information you have posted regarding our

involvement past the initial filing process.

The truck that delivered to your residence was a truck that

is employed, insured via, and owed by a delivery company we subcontracted to

make your delivery. As we operate in 10 different states subcontracting

delivery companies offers our entire customer base the benefit of delivery in a

timely manner. In nearly 4,000 deliveries that are completed each day the

damage claims we receive for property concerns are minimal. The truth remains

that allowing the trucking company the opportunity to handle any claim directly

educates them on the poor performance of their employee, provides an

opportunity for coaching/ growth and we find that the claim is almost always

handled in a timely and responsible manner directly with the claimant.

As indicated in our initial response, you should be

expecting your check soon and if you feel further information is necessary we

encourage you to reach out to the contact we have provided for you.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To whom it may concern: The first person I spoke to and emailed estimate to was "Darren" He identified himself as an employee of Bob's. I emailed him on 8/3. One week later on 8/10, a woman named "Mireya"(also stating to be an employee of Bob's) called and asked us once again to send the estimate to her at [redacted]. We even requested that she verify receipt which she did. We once again emailed the pics and estimate. Both times we were told they worked for Bob's. At this point we don't know who to believe. Now Bobs seems to be just pushing the blame off on some trucking company. Why don't they just settle the claim themselves and take responsibility for the drivers(or independents) that they trusted to make the delivery?

Sincerely,

Review: I considered myself a loyal customer, as a matter of fact my whole apartment was purchased in Bob's Furniture in [redacted]. My mattress is under warrantee with additional goop assurance; the bed springs had collapsed, I followed directions and made an appointment for inspection, I had the inspection and it was confirmed that the springs had indeed collapsed. However there was a mild stain where my head lies. The technician on-site indicated that "he's been doing this for years and it was no big deal" remove the stain (which I did properly and very easily) I should call and have it inspected again for stains and I would get a replacement because the mattress was verified as defective. Note: the stain was minor and came out in seconds. the mattress has absolutely no stains on it. I called as instructed and was told the warrantee was void because of the stain reported by the technician and I could not get a replacement. I'm confused because I followed the technicians instructions and called for them to re-inspect to show that the mattress stain was removed. Spoke with Bob;s furniture rep [redacted] (#[redacted]) and was told that the technician reported the stain and my warrantee was voided. If I was told that from the onset I could deal with it. But that's not what happened. I went through all this trouble according to the their instructions and now I'm stuck with a defective mattress in need of a new one. I asked [redacted] for the name of the technician, because he never left a receipt of any kind, and [redacted] (Big Bob customer care rep) said she had no information on the gentleman or his company and no way of me escalating my complaint? I feel cheated because of how this was handled by the tech (who in my eyes is representing Bob's Furniture) the representative by with holding information and how inflexible they were to not even re-inspect their defective mattress. Shame on them I really was a loyal customer.Desired Settlement: Defective mattress re-inspected or replaced

Business

Response:

Good Afternoon Revdex.com,

This customer’s request for resolution has been honored, our

records reflect that his request was provided on the same date we received this

claim.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased couch on November 10, 2012. We also purchased the "Goof Proof Plus" warranty which is supposed to cover any damage to the product. Estimated, February 2014, we contacted Bob's Discount Furniture about cracks and splits in the leather, and a dip in the one recliner. They sent an appraiser, who agreed the couch had damage. Since then Bob's has essentially taken back their warranty and say that it will not be covered because it is normal wear and tear. I do not feel a couch that is less than 2 years old could possibly have this damage from simple wear and tear. We have made several attempts to resolve this issue and Bob's has not been corporative in the matter. They have been running us in circles for the past 6 months and nothing has been accomplished.Desired Settlement: Amount of purchase in the total of $3.187.51. If this is unreasonable I would at least like the parts of the couch that are ripped and/or broken to be replaced.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with our customer ([redacted]) today (8.11.2014) and

we have offered a fair an appropriate resolution for this concern. Please pass

on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this

product has caused them. I have also

provided our customer with my direct information for any future needs I can

help resolve with the utmost efficiency. I thank our customer for making this

complaint so that we have the opportunity to provide the care our customer

should have been receiving all along.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I will NEVER buy anything from Bobs again, This is my 1st & last experience with them. I ordered a Black bedroom set about 6 weeks ago for a April 3rd delivery. When they arrived first they headboard was cracked they tried to touch it up while I was downstairs, I noticed black paint on my floor & then they sent the wrong brackets they were too large. So they took the BLACK head board back only. I made another appointment for the following week, when they arrived they opened it open and it was a WHITE head board. EVERYTHING IN THE COMPUTER STATED WE HAD BLACK FURNITURE..... Then this morning at 7:30 was the next delivery they came again with the same damaged headboard WITH NO BRACKETS!!! My daughter is sleeping on the floor on a mattress. This has been one nightmare on top of the other with BOBS.. NEVER AGAIN!!! EVERYONE DON'T ORDER ANYTHING FROM BOBS FURNITURE STORE AGAIN!!!

Product_Or_Service: Black Bedroom set

Desired Settlement: HEY DIDNT DO ANYTHING FOR ME BUT SAY SORRY. I have been on the phone with [redacted] the 1st manager and this morning with [redacted] the 2nd manager. After me demanding my money back they told me they only give a store credit. WHAT A JOKE!! So I told them I want a Saturaday morning delivery, they told me they cant guarantee it they will try. I told them NO you wont try you will give it to me or else im going to Bobs & you can take all your furniture back. I would like half the money back for the furn

Business

Response:

Business Response /* (1000, 5, 2013/04/18) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the multiple failed delivery attempts.

I am pleased to learn that we successfully assembled the complete bed on 4/18/13.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused. As a token of our appreciation for business I will be happy to refund your delivery fee or issue you a $125.00 Bob's Discount Furniture gift card.

Review: I purchased my living room set from Bob's Discount Furniture on November 27th, 2011. This furniture was delivered in January, 2012. Since this time, the quality of my sofa has GREATLY diminished. The bottom cushions are flat (even after being re-stuffed once) and do not stay together creating a huge gap between cushions. This makes the sofa very difficult to sit on. The back cushions are impossible. The stuffing inside the cushions has been completely broken down for approximately 2 years and are uncomfortable and unsightly as they do not stand up. My loveseat does not display any of these issues which leads me to believe that there is a factory defect within the stuffing of my sofa.I have called Bob's a total of 6 times, all of those calls equally 158 minutes and waited 6 hours for service. Bob's canceled my original technician appointment without telling me, the technician came and could not re-stuff my back cushions, and new cushions were never ordered as promised. After the cushions were finally ordered the wrong ones were sent. They ordered the cushions again and they never showed up. After calling AGAIN I found out that they couldn't be ordered because the couch was discontinued and there was "no further recourse" that could be taken. Now I am stuck with a falling apart defective couch.Bob's Frequently Asked Questions page states that "If the Service Technician determines that the factory defect is not repairable, (and it is still covered by Bobs 1 year guarantee against factory defects) we will replace the product one time. If the item is no longer available, we will refund the purchase price." The technician came and could not repair my cushions. In addition, parts were no longer available as my couch was discontinued. My goof proof also extends my guarantee to 5 years, so why haven't I been refunded?After posting a review on Bob's Facebook page, it was deleted and I was blocked. Is this the practice of an honest and reputable company? I think not.Desired Settlement: I would like to be refunded the full amount of my purchase $799. This does not include the goof proof coverage so I think that this solution is more than fair considering the time I've wasted on the phone and waiting for them. I have receipts, phone records, and paperwork to prove all of this scanned and readily available.

Business

Response:

Good Afternoon [redacted],

I apologize to you for the concerns you have had with your sofa, I

can understand your frustration having been offered options for resolution and

then being told these options could not be honored as originally advised. I assure

you that we have sought to resolve your concerns through all available avenues.

After reading your complaint I did reach out to our liaison who handles

responding to our customer’s Facebook posts. I was informed that you had agreed

to email us with this concern at our bobs cares email box but haven’t completed

sending us that email as of yet.

The information you have cited in your complaint regarding the

factory warranty on your product is correct, however the technician that was

sent to your home on 5.17.2014 did not deem your concerns to be the result of a

factory defect. The technician serviced your merchandise to the best of his

abilities as a courtesy to you and his report thereafter indicated that the

concerns you had were the result of the wear and tear the sofa has sustained

while in your possession. It is normal and expected that after using a piece of

furniture for an extended period of time the seats and stuffing of that item

will show signs of wear. As you have been using this sofa for over two and half

years a sofa that is manufactured such as this one is showing its signs of

usage. As far as the matching loveseat that you state has no concerns, it is

reasonable for our business to assume that the loveseat doesn’t experience as

much use as the sofa does. Unless a customer is continually switching seats

and/or rotating cushions the complete even wear/use of all items in a living

room set is typically not accomplished.

In an effort to provide you with the best care possible, our

Customer Care Department placed a parts order in that we were agreeing to pay

for on your behalf. We are unable to get parts free of cost from the vendor and

we were trying with any and all options available to us to help you. In most

cases we can still get parts for a set even when we drop it from our sales

lineup. As this set is no longer in production through the vendor we were

informed we couldn’t get these parts after the order was placed and we remain

just as disappointed as you are that we are unable to offer you free of charge

parts as recourse.

Our records reflect that you spoke with one of our Account

Management Specialists on 7.16.2014 and we offered to schedule a second

technician to your home to repair the preference concerns you have with this

sofa. This offer is still available to you and if you would like us to come out

again at no cost to you please contact our Customer Care Office to schedule

this appointment. I apologize for the frustrations you feel that we have caused

you and that we are unable to take responsibility for a concern that does not

stem from a factory defect nature.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.

Review: In March 2014 I purchased a bed from Bob's Discount Furniture.The bed was a very nice leather full bed discounted at $199. After having my bed for about 2 weeks I realized the bed was becoming more and more shaky. I checked the bed to realize 2 screws were loose, 1 on the headboard and 1 on the footboard. A technician came out April 2 and diagnosed it as defective hardware. When the technician called it in and I spoke to customer service I was told there are no hardware in stock. I then requested a replacement bed of the same model but was informed of the discontinuation of the bed.However they offered to send a new footboard and rails with the HOPE of hardware being in the box. I had the new delivery scheduled for April 8 which was then changed on their end without adequate notice for the following day April 9. When the delivery came the men discovered the headboard was the culprit and Bob's felt they could not replace the bed because its discontinued and could not compensate me with a similar model because of the amount I paid was not the price of any other inventory they have available. Their lack of cooperation had me the consumer feeling that they were not willing to take full responsibility of their defective item by replacing it with a smiler bed without me going in my pockets and covering whatever the difference may be.Desired Settlement: Its unfortunate the bed I love and purchased was defective . But moving forward their customer service as far as taking responsibility for defective items discontinued or not has to get better.A customer should not have to spend more money when they are not at fault. Bob's should offer the next best thing closest to the model the customer had. It is up to the customer to decline and ask for a refund if wanted or needed.

Business

Response:

Good Afternoon Revdex.com,

I am extremely sorry for this customer’s frustrations and

understand the importance of having a sturdy bed to sleep in. I would like to

bring to light that Bob’s Discount Furniture has made an appropriate and caring

offer for resolution to this customer in order to rectify the concern with our

product and aide her in not having to pay additional monies for different

product.

Well before this

claim was posted to you we provided the customer a credit not only for the

defective item, but also an additional credit as a form of further apology

straight from our pockets. On 4.09.2014 a reselection credit was entered for

the full price of the bed and we also entered an additional store credit in the

amount of $150.00. On top of those two efforts we even agreed to cover the cost

of any new bed delivery/assembly for this customer as a further step in making

the product failure right.

I apologize again that this customer is not satisfied with

our valuable exertion to assist her in this time of need, however we as a

business have ensured that we put our customer’s needs before our own and made special

offers to certify our appreciation for her business.

Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Although I was offered my own $199 plus tax back as a credit. I had to stress my frustrations on the phone for over an hour on at least 2 calls to even be offered an additional $150 towards a new bed. That offer was given because of me stressing about the money I did not have to put towards a new bed. I also felt it is NOT my responsibility to add money to fix an issue that isn't any fault of mine. Furthermore Bobs discount furniture does not have any beds to my liking that my credit can afford. Last but not least, what consumer would feel ok with spending more money in a place that already gave them a defective product ????

Sincerely,

Review: I purchased a living room set from Bob's discount furniture in 12/12.I was sold an extra warrenty, called, good proof. I was told that thiswarrenty is a Bob's exclusive and covers anything and everything, shouldanything happen to the furniture past it's original warrenty. Hence, the name goof proof. Their advertising states the same. I was not told that they farm these warranties out to other companies, and that these other complanies have their own criteria.Just recently moved to a new resident and while rearranging the furnituresome little nicks and tears happened. I called Bob's and they referred me to another number, explainging only then, that they issue these warranties through a third party. I called and I was told that I did not meet the critera for service, and therefore my claim is denied.Firstly, I did not sign for an outside serviced. I paid Bob's directly forthis service and was told by their employee that should anything happen with-in five years from delivery date, which is 1/14/13, that they would send a repairman out to my home. They did not say anything about a third party and having to jump through hoops to get service. I paid them and I expect them to take care of this issue. If not I feel I deserve a refund for the merchandise or that they should cover the cost of an outside service coming to my home to repair damage. This is what I paid for, this is what the salesman assured me. I feel that they have used deceptive means in an effort to sell the customer something that would be useless should they ever find they need it. I hope you can intervene on my behalf.When speaking to them,please refer to my number of [redacted]. I believe this is how they were able to locate my order. If not then, it would be [redacted].Thank you very much for your assistance.Sincerely,[redacted]Desired Settlement: I would like to have my merchandise repaired as promised when purchasing the extra warranty insurance, or replace the set.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize, if, the goof proof plan was misrepresented.

Goof proof is a plan sold by Bob's Discount Furniture however, the plan is upheld by [redacted]. Damages caused as a direct result of a manufactuerer defect are resolved through Bob's customer care department however, accidental damage must be properly reported to [redacted].

Although the manufacturer warranty has expired, please provide 2-3 photo's of the damage you are reporting as well as one photo which showcases the overall condition of the furniture. Upon reciept I will view the photos with one of our service managers to determine cause and recourse, if any.

Review: I ordered the [redacted] set with base and six chairs. The set was delivered on 1/5/16. The delivery team was great however when they unpackaged the base we noticed that the there was a gouge on the side and the corner of the door of the base was very warped and wouldn't even shut properly. They contacted customer care who told me the base would be replaced on 1/13/16. On 1/11/16 I received a call that they would arrive between 12:15 and 4:15 on 1/13 so I scheduled time off from work. The very night before (1/12 at 5PM) I received a call that the base is out of stock and they will not have it until 1/30/16. I wasn't too upset originally at the damage because I understand these things happen but cannot believe the utter inconsideration to my time. They had to know more than the night before that they didn't have the replacement base...and I had to take time off of work for nothing. This is ridiculous considering they charge 100$ for delivery.

Business

Response:

Good Afternoon Revdex.com,

No questioning the fact that we

have let our customer down here. I called our customer [redacted]) today and

apologized for the inconveniences we have caused her overall.

[redacted] has brought a serious

coaching concern to our attention as she believed she was scheduled to receive

her table base on 1.30.2016 when that was the date we would actually be

receiving a re-stocking shipment of this

table base from the vendor. I have assured [redacted] that we will address this

coaching concern internally and we now have our customer fully scheduled for

her table base even exchange on 2.06.2016.

Sincerely,

Stephanie. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Ordered a sofa and delivery was confirmed two (2) times through an automated phone call. In addition I spoke to two (2) difference customer service representatives on the day of the delivery and all day I was told the delivery would happen. I was notified at 2:30p that my furniture was not loaded on the truck and I would have to reschedule due to human error because the order was marked cancelled by someone. Bob boasts of the most advanced technology being used to track deliveries, however all of this technology failed to catch a simple issue and I was told incorrect information by employees, when some simple research could have resolved this very quickly.Desired Settlement: I would like a refund of the delivery cost associated with this order.

Business

Response:

Good Afternoon Revdex.com,

Please pass my apologies to this

customer as it is obvious that we failed him on multiple levels. Regretfully

this customer has already been refunded for his full purchase price as he has

chosen to fully cancel the sales order he had open with us. I certainly

understand the reason why he has chosen to purchase furniture elsewhere and I do

hope this customer will give us another chance to earn his business back in the

future. If this customer would like to provide me feedback directly on how we

can improve our entire operation I would be grateful for the opportunity to

listen to him. Please provide him my direct email address to use should he see

fit.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: No health issues just damaged furnitureDesired Settlement: I have had 8 attempted deliveries since I purchased a living room set back in July, the original set had damage to it & they advised me to have their repair person come to fix it, after he came he told both customer svc & myself that it couldn't be fixed & they attempted 3 more delivers of couches only to find they were damaged worse. Went back to store & picked out another set today was 2nd set attempted to deliver & they were damaged also. Either they deliver a good undamaged set or refund me.

Business

Response:

Good Afternoon,

I spoke with Mrs. [redacted] on 10/15/13, regarding her merchandise and delivery concerns. Mrs. [redacted] has decided to have her furniture picked up on, 10/16/13 and understands that a refund check will be issued within 10-14 business days.

Review: Bobs Furniture misled me into buying their furniture protection plan [redacted]. When I called bob's furniture, their rep came and inspected the furniture and requested me to call a different number for [redacted]. When I called and reported the problem, I am told that they cannot service the claim because the damage to the frame and loss of cushion is not a one time damage but a continuous issue, and the [redacted] plan does not cover that. This is bad business practice, and terrible advertising. They make bad / terrible quality furniture and not offer a warranty even if you have purchased additional warranty at an extra cost of $99. This is terrible customer service and unamerican way of honoring commitments

Product_Or_Service: Sofa / Love Seat

Order_Number: [redacted]Desired Settlement: I would like to obtain complete refund of the purchase price.

Business

Response:

Good Morning [redacted],

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

According to the report and pictures provided by our Service technician, the "sagging" seat cushions does not appear to be the result of a defect and he found no issue with the frame. Given the 2011 date of delivery, one should expect that cushions will begin to loose some of the resiliency with normal everyday use.

[redacted] is designed to provide coverage against in home accidental damage. The claim you filed for "sagging" cushions would not fall under the [redacted] coverage.

Although the manufacturer warranty has expired and the current issue you are experiencing is not covered, please be assured that if the problem worsens or you experience additional issues with the furniture, if necessary, we will explore all possible options for recourse.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not see any recourse or response to low quality furniture.

Sincerely,

Review: I bought a couch with bob's goof proof plus insurance/warranty about a year and a half ago. I emailed them pictures of Springs coming up from inside the cushions, on Jan 2. Was supposed to get response I about 48 hours, never did. Called on Jan 8, and told cushions were sent out by [redacted] Called again on January 11 to get a tracking number and told they don't get tracking numbers for [redacted] Called again on January 17,and told I won't get the cushions until late April,by a service rep and a supervisor named Melissa. She also told me there is nothing she can do about getting them sooner. She instructed me to fill out a question form on their website as this would possibly be the only way to complain to their corporate offices, though she stated she was a corporate supervisor.Desired Settlement: I would like to not have to wait 3 months for furniture cushions. Are guests supposed to sit on the floor? Does someone who riders he same couch new have to wait 3 months to get it? I want te owner of the company to know what a bad customer service experience I had, to resolve it and to make sure no one else has such a horrible experience

Business

Response:

Good Morning Revdex.com,

Please pass

on our apologies for any miscommunication the customer cites was made regarding the shipping time for this

parts order. We are addressing our customer’s concern in line with

the policy that we provide to all customers (via their sales receipt) at the

time of purchase. We are also keeping our customer’s long term best interest in mind by ensuring our customer receives

the full benefits of their purchased protection plan – [redacted] by

offering a resolution of replacement parts. [redacted] (as also indicated

on our sales invoice) allows for a one time replacement of a defective item

therefore the customer would loose out on many years of extensive coverage due

to an inability to wait for their current resolution.

We remain

just as disappointed as our customer is that we are unable to get these parts

immediately for them. As a retail chain, and not a manufacturer, we have little

control over the availability of replacement parts. As this is a shipment coming

to us from overseas there is always the chance that the shipping container will

make it to our Distribution Center sooner than the anticipated date we have

right now.

Our records

further indicate that we were upfront about the associated wait time for these

parts and communicated this directly to the customer as of 1.08.2016 – See

record below:

Advised the customer that

the photo review was approved and the parts were ordered for her. The parts should arrive late April.

Above Comments Added By KFOSTER On

01/08/2016 at 12:34

Business

Response:

Good Afternoon Revdex.com-

I certainly agree that this customer should not have to pay a new

delivery fee. Because it was believed it

would be an even exchange the delivery fee and [redacted] insurance would

have just carried over from the original.

The agent that created the paperwork for the re selection did not

carefully think through the process, so again we are offering an apology to

this customer. It was handled poorly and

what should have been a simple and seamless process instead caused the customer

more stress.

I see that the new delivery is set up for Saturday 2/13/16. I will not be back in the office until

Tuesday. The customer can either call on

Saturday after the delivery is

completed, with her credit card, to have

the refund put back onto her credit card ending in 8637 or I will call her on

Tuesday to process that refund.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,