Bob's Discount Furniture

Review: I purchased a sleigh bed from Bob's Discount furniture. It arrived today, January 13, 2015. It smells of formaldehyde. It should be noted that the furniture was supposed to arrive a week ago however was damaged by the company before it was delivered. The delivery drivers at that time delivered other pieces while being extremely rude and untimely. I called to complain to the company and was offered a 50 dollar gift card which I find less then appropriate as I had told them that I was unwilling to purchase anything at their store again. I was told that a gift card is all that could be offered.

This morning when the bed was delivered I smelled an odor. I was not sure what it was and [redacted] "smells on new furniture." and found that it is most likely formaldehyde. I was exhausted and fell back asleep for a few hours and woke up with an extreme headache. I opened all of the windows and turned on the fan in my bedroom. I came upstairs to check on the odor several hours later and found that it was also damaged. It should also be taken into account that I am pregnant. I called the company, and they offered to do an exchange, however the soonest time they can come is this Friday. As a woman who is 37 weeks pregnant it should be noted that it is a HUGE inconvenience to not be able to sleep in my bed because of potential cancer causing agents as well as the furniture itself is damaged. I was told that I could call back after the exchange was made to discuss compensation.

I was able to find the act of congress which addresses the law on formaldehyde use on furniture. I am not a lawyer but from what I understand it basically states that this chemical should be used sparingly. judging by the odor, the chemicals used were used a lot more then sparingly. If you would like to see the act of congress, here is the link: [redacted]Desired Settlement: I would like a major billing adjustment as well as an inspection from the state on the standards of the manufacturing of the products sold by Bob's discount furniture.

Business

Response:

Good Morning Jamie,

Your response was just received to us today (1.22.2015) thru

the Revdex.com mediation channel you opened.

At this time our records indicate that the even exchange of

the headboard and footboard pieces went successful on 1.16.2015, there are no

other notes uploaded to your account to designate what may or may not have

happened with the assembly of this bed on this day. As our drivers provided us

with an ‘OK’ result code we adopt the thoughts that the delivery was accepted

by you and fully assembled in the manner you instructed the delivery team to operate

in.

Regardless of your personal

research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs

Discount Furniture would never sell any merchandise that could potentially be

harmful to our customers.

What continues to personally befuddle me is why, when you are so aggressively

alleging that this furniture is harmful to you, you wouldn’t be seeking for our

business to remove the product from your home?

Should you and your husband both be experiencing such a terrible preference

concern that it has driven you from your permanent place of resting wouldn’t it

be more beneficial to the both of you to select a different piece of

merchandise where the ‘new furniture smell’ does not bother you so?

We offer any type of additional apology in the form of a Bobs

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

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

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

to be the 15th largest furniture retailer in the U.S. We also wish

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

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

amount. I apologize that anyone told you we don’t have items for sale for $50.00

or less because we most certainly do. We have several cash and carry items that

can be taken from our Showrooms or Pit locations as our free gift of apology.

As listed

above, your account indicates that you have accepted the exchange and any

merchandise concerns related to damage have been resolved as of 1.16.2015.

-As the concerns with damage have been made right we are

happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially

offered you as an apology for the frustrations caused to you. At this time we

can offer to electronically load it to the internal cr you have

with us or we can mail a physical gift card to you.

-On a separate note: Should you wish to have this bed

removed from your home because of the preference concern you are experiencing

we are happy to work above and beyond our company policy and remove the bed

(headboard, footboard, rails) from your home for a monetary refund. While this

is far beyond our normal procedures to offer, I just cannot see how keeping a

product you are so personally dissatisfied with would at all be constructive to

you as a customer.

The accusations you feel necessary to

communicate regarding the sale of potentially harmful merchandise are distasteful

and defamatory. As a retailer we are more than willing to work with you in a

fair and adequate manner in an effort to gain your satisfaction.

Sincerely,

Bobs Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

Review: I bought a living room set and within a couple of months I noticed excessive wear on the couch portion and ottoman. The chair piece is not at all comfortable like the floor model that I was shown in the showroom. I expressed these concerns when I called. They sent someone out to take pictures and inspect the furniture. They were supposed to call me within a few days. I had to call them a week later to find out what the deal was. They told me that they were not going to do anything about it because it looked like normal wear. I asked if they seen the pictures that the inspector took. They said no and to take pictures and send them to a specific email address. I questioned how they can make a decision without seeing the pictures ! Well after I sent the pictures they said that they will send out new cushions. The new cushions are just as bad as the original at this point. They never sent new outer covers which was the visible problem. They only temporarily fixed the comfort on the couch. The chair they never did anything about and it sits covered in my living room.Desired Settlement: At this point I dont want to deal with bobs furniture ever again. I want this furniture returned and refunded along with the extra warranty that I payed for that they obviously donot honor !

Business

Response:

Good Afternoon [redacted],

I am sorry to learn of your disappointment with the merchandise

you have and the service you have received from us.

The technician dispatched to your home on 04/22/2015 indicated

that there was no defect on your seat casings. We normally do not need to

review pictures because our technicians are all factory- trained to determine

if/when a product is experiencing a concern as a result of a defect. We trust

the personnel we have on the road and in the home. In your case, you disputed

these service results and we reviewed photos on your behalf. Your account

indicates that after review we still agreed with the service professional that

what you were seeing occur is normal wear and tear results of the furniture’s

material makeup combined with its environment and the use its receiving. As a

courtesy we paid for and shipped you the seating that you stated you were

uncomfortable on. Our records do not

indicate that we were ever set up to ship you out casings (material) for the

seating area as we found no defect present in both reviews of this concern.

We absolutely honor the

protection plan we sell and stand behind its value. Your Goof Proof Plus Plan

covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a

variety of in home accidental occurrences. As you are not experiencing a defect

and haven’t reporting any accidents causing your concern, the purchased plan

and its benefits does not apply to your concern. Like any other protection plan

the terms and conditions must be adhered to in order to keep all resolutions

fair for all customers alike.

If you would like to reselect to a different set because you are

experiencing a preference concern with this one that is certainly an avenue we

are willing to offer here as recourse. Please see our option for resolution

listed below:

Option:

We will provide you with a store

credit based on the price paid to us for the sofa/chair/ottoman and protection

plan.

This store credit will allow you to reselect to a different set whose material

makeup may fit your needs and longevity expectations better.

Once you have visited a showroom to make your reselection (within the next two

months) we will expect to remove the current merchandise you have in your

possession on the same date we deliver the new selection.

In the interest of fairness we do ask that you pay a new delivery

fee on the new sales order as we are granting this option as courtesy, will

need to dispose of the product you have, and as a business we have always kept

the service of delivery separate from the pricing of our product.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Paid for the protection plan for my purchase. It included my sofa and other products. My sofa has 2 accidental incidents and neither one was covered. They find a way to not cover the complaints, they are very secretive on what is cover and what is not. They say explain me first what happened and then later I will tell you if it is covered or not.Desired Settlement: For my couch to be repair.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [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.

I have researched the two claims that the customer has made with

[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:

[redacted] –for a child falling and grasping the leather causing it to tear) and

find that these are certainly claims that should have been covered based on the

terms and conditions of the plan. It is important that our customer acknowledges

that the terms and conditions of the plan are set forth in a manner which makes

the coverage fair for all consumers alike and we support the procedure (like

any other protection program sold on electronics, automobiles, or home

appliances) that a claim should be reported initially to determine if it falls within

the coverable guidelines.

Here at Bobs Discount Furniture our customers are the most

important part of our business and in an effort to provide this customer with

satisfaction we will offer to assist the customer directly with the concern

from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as

submitted to [redacted]) it has been determined that this is an unrepairable

damage.

Regretfully we no longer have this particular sofa as part of our

stocked sales lineup – we can offer to provide the customer with a store credit

for the price paid on the item so that they can reselect to a different sofa

from our current line up. Please communicate to the customer that should this

option be accepted we will cover the delivery charge of the new merchandise and

expect to remove the current sofa from

the home on the same date we deliver the new selection.

-Or-

We can offer what is called a ‘concession to keep with damage’.

This comes in the form of a settlement offer to refund 20% of the purchase

price of the sofa to the original method of payment ([redacted]

Account). In accepting this offer the customer is agreeing to keep the sofa with

the tear and not expect any further/future recourse for this concern from Bobs

Discount Furniture directly.

Please have our customer review the options we have set forth and

respond with what option (1 of the 2) they feel may work best for them to move

forward with.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the first proposed option is the best for our interest.

Review: We ordered our furniture for our brand new house July 25th with Bob's Discount Furniture in [redacted], **. It was ordered under my Maiden name [redacted]. We were told by our salesman Darryl M[redacted] and his manager Ben that our special order furniture would be in in 16-20 weeks. After checking the status on our furniture after our honeymoon in the first week of September, I was told a due in date for our furniture in mid-November. It was exactly 16 weeks as of November 16th so we decided after getting nowhere with our periodic calls, we would visit in person. We spoke with manager Sherry f[redacted] who was appalled we had not received our furniture and told us this was very rare. She reached out to the shipping department who directly contacts the manufacturer. She called me after I left the store to say there was some type of hold-up and that it is now due in mid-January. I told her I had to think about if I was able to wait considering we had been only sitting on rolling desk chairs in our new home. I called her back and said we are going to have faith and wait, however I was scared that January would come and then we would be waiting still. She promised me that we would get our furniture by January and I said we need some type of discount from them for putting us through this after promising we would have furniture by thanksgiving. She said they could not give me a price or discount until the furniture was in, but that since I had talked to her and Ben the other manager she was going to put a note in that they would give us a discount upon arrival. She told me to check back around Christmas on the status. I called last week and the delivery date was now saying mid-February. Sherry told me the manufacturer says it's on the water. I talked to the manager Ben again and he said that in his 9 years they have never given furniture discounts, only gift cards ranging from $25-100 but that he would push for the $100 in my case. I told him that was not acceptable. I told him I thought I deserved free delivery and a discount on the furniture after all of this. He said he didn't want to risk his job but that he would talk to corporate and push for free delivery. He also "promised" that he would call me every week with an update on my furniture. I still do not have furniture and I do not have any updates and I deserve more than just free delivery after waiting 6-7 months for furniture.Desired Settlement: I desire free delivery and my protection plan for free. I feel that is fair. And an apology.

Business

Response:

Good Morning

Revdex.com,

I am so sorry

to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a

retail chain, and not a manufacturer, we have little control over the

availability of some product. As this is a shipment our inventory system

clearly expected in sooner there is always the chance that the overseas

shipping container will make it to our Distribution Center sooner than the

anticipated date we have right now. Please pass on our sincerest apologies that

we haven’t been able to deliver this purchase as advised to our customer, our

records indicate that we have sincerely worked to the best of our ability to

provide the customer with the most updated information we have and remain just

as disappointed as our customer is that this special order hasn’t become

physically available to us to deliver.

While I

can understand the customer’s observation of fairness in their request for

compensation we are regretfully unable to provide the customer with the Goof

Proof Plus Protection at no cost. The services this plan offers for five years

are not solely managed by Bobs Discount Furniture and the plan offers coverage

for five years of services that have not failed the customer as they haven’t

had a chance to even be rendered. In reference to the delivery fee being

refunded this can also be considered a service paid for that has not failed the

customer however the customer’s account shows notations indicating that our

retail location already approved (already working well above our policies)

waiving the delivery fee ($169.99) for this customer on 12.16.2015. As the

customer has indicated we process any compensations after the completion of the

order has occurred.

We have the

current options available for recourse in relation to this customer’s concern:

Either:

·

To go into a store location and see if there

is a similar item available with stock on hand so there is no delay in

delivery. We will give the customer the store credit of what they paid plus 10%

to use towards a different item plus the credit of delivery charge.

·

To wait for the items the customer initially

purchased with the understanding that the tentative stock date remains beyond

our direct control, we have communicated the most updated information we have

available and we will return 5% of the customer’s merchandise purchase price

plus the delivery charge- after the delivery has been successfully completed to

the customer.

·

Or, a cancelation and full refund of the

customer’s order

Again I

do hope the customer can accept our most sincere apologies for what has

occurred; it was never our intention to communicate any delay in shipment or

disappoint our customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.

Review: I purchased a bedroom set from them 1/8/16 bought a mattress (king) head and foot board 2 night stands and 2 dresser and 3 lamps. All furniture had deep marks in it one lamp was cracked. They sent a new lamp and 1/16/16 they brought a replacement set which I told them numerous times that if the second set was as bad I would be returning both sets. The second set was just as bad refused the delivery and wanted the second set removed they told me they could not remove it even after I was informed that they would take back both sets. lady would not work with me at all I spent $5000 on the set and want to return itDesired Settlement: to refund the furniture as I already gave them a chance to bring a second set which was more damaged then the first

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries and damaged product caused our

customer. We can certainly understand the customer’s frustration and

acknowledge the reasons why the customer felt a refund was the appropriate

resolution for the concerns we caused.

As of 1.16.2016 the customer entered into

several agreements with us which have brought resolution to their concerns.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

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,

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: 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: ON JUNE 2 2013 I PUT A DEPOSIT FOR $90 ON A 3 PIECE TABLE GROUP SET. I WAS TOLD BY SALES MAN [redacted] DO NOT PAY FOR THE MERCHANDISE IN FULL IT WILL BE IN THE WEEK OF JUNE 15TH.JUNE THE 15 CAME & WENT. I WAS TOLD BY THE COMPANY THAT THE MERCHANDISE WOULD BE IN JULY 23.ON JULY 23 I CALLED THE STORE -THEY ( [redacted]) TOLD ME MY MERCHANDISE WASN'T THERE BECAUSE I DIDN'T PAY IT IN FULL. I WENT TO THE STORE THAT EVENING ( JULY 23 ) - SPOKE TO MANAGER [redacted]-TOLD HIM THAT SALESMAN [redacted] TOLD ME I DIDN'T HAVE TO PAY THE FULL AMOUNT UNTIL THE FURNITURE CAME IN-I ASKED [redacted] TO REFUND MY $90 SO [redacted] DIDN'T GET THE COMMISSION. MANAGER [redacted] DID-I PAID FOR THE FURNITURE IN FULL AND TOLD MANAGER [redacted] TO LET SALESMAN [redacted] GET THE COMMISSION.MANAGER [redacted] TOLD ME MY TABLE SET WOULD BE IN JULY 30. THE STORE CALLED ME JULY 24 -THEY SAID MY TABLE SET WOULDN'T BE IN UNTIL SEPTEMBER THE 10-I SPOKE TO MANAGER [redacted]- HE TOLD ME MY FURNITURE WAS DISCONTINED-I ASKED IF I COULD BY THE FLOOR MODEL-MANAGER [redacted] SAID HE WOULD FIND OUT & SAID HE WOULD GIVE ME A 25% DISCOUNT-JULY 25 ANOTHER MANAGER TOLD ME [redacted] WAS WRONG AND THAT I DIDN'T PAY THE FULL AMOUNT ON THE TABLE SET

Product_Or_Service: JUNE 2 2013

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: THIS TABLE SET IS A PRESENT FOR MY WIFE-I WANT THE TABLE SET-BUT I DON'T WaNT TO WAIT UNTIL SEPtEMBER THE 10 TO RECEIVE IT-I WANT THOSE IN POWER ( MANAGERS) TO BE HELD ACCOUNTABLE FOR THEIR INCOMPETENCE-BY THE WAY I CALLED THE CORPORATE OFFICES TWICE X-XXX-XXX-XXXX & NEVER GOT PHONE CALL- I NEED HELP

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise delay and any miscommunication regarding the merchandise availability.

Placing a deposit on an order does not reserve the item until the order has been paid in full and scheduled for delivery or pick up.

The tables are still part of our current inventory however, our next expected scheduled replenishment is the week of 9/7/13.

I am pleased to learn that you have been able to resolve this issue with the office manager, [redacted]; The floor model tables were discounted 25%, so that you may take immediate delivery.

Your business is appreciated and we apologize for any and all inconvenience we have caused. I have shared your experience with our district and store manager to ensure that proper communication is being relayed to the Consumer.

Review: we ordered a 3pack lift top occasional-dt3000-tracy,coffee table and end tables. I assembled all three tables the last step was to put on the four wheels on the bottom of the coffee table. After turning the table back up onto the wheels the sixteen screws came though the bottom of the table, the screws were to long .They sent the wrong screws. Called Bob's they said nothing we can do, you assemble it wrong. They sent me sixteen screws that were to long. Please Help.

Product_Or_Service: 3 pack lift top occasional dt3000 tracy

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: send me a new bottom board so the table doesn't see bad

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize you were not able to successfully complete the assembly of your table.

There is a discrepancy in how the assembly failed, according to comments on your account, the screws were tightened too much and therefore punctured the wood however, you explain in your complaint that the screws came through because they were too long. In an effort to resolve this issue which may be possible by ordering parts, please forward a picture of the underside of the table, showcasing the area where the screws are to be inserted. If it is determined that the screws were too long, we will replace the table legs and screws however, if the issue is unrelated to the hardware, we will have no recourse to offer. Pictures can be emailed to, [redacted].com.

Review: I paid for the extra goof proof protection from Bob's stores and neither bobs stores or the warranty company are will take fault and honor warranty.

I purchased a dinning room set less than three years ago from bobs stores and was told about goof proof protection that will cover my set for an extra five years. I was sitting in one of the chairs about a two weeks ago and one of the legs broke right out from under the chair. I called up for the goof proof to put in a claim and I was denied due to the fact that I was just sitting in the chair and it broke qualifies it as a manufacturer defect and they were not honoring the warranty. I called up bobs stores twice and spoke to them and was told that they could not help me and they only cover one year for warranty on their products. the second time I called a supervisor told me that they rightfully denied me for it not being an accident and I should have known and read the warranty. I read the warranty and it should be covered under a break to a frame, but the insurance which I paid for through bobs stores wont honor my claim and hold the manufacturer at fault, and so do I. Desired Settlement: I am seeking that bobs stores replace my broken chair, and or refund me for my payment of goof proof coverage, which happens to be more expensive than me just paying for a new chair.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise and goof proof plan have failed to meet your expectations. Your safety and satisfaction with our merchandise is our utmost desire; Were you injured as a result of the chair leg breaking? Did you seek medical treatment?

Goof proof provides coverage against most in home accidental damage; Using a chair for its intended purpose does not qualify for coverage under the goof proof plan. The manufacturer warranty associated with the 2010 dining set purchase, expired September 2011 and this set has since been discontinued.

Your desire to receive recourse is understood and Bob's Discount Furniture will cancel the goof proof plan at your request and issue a partial refund totaling, $75.00.

Your business is greatly appreciated and we apologize for any and all inconvenience we may have caused.

Consumer Response /* (3000, 8, 2013/08/07) */

From: [redacted]

Sent: Friday, August 02, XXXX XX:XX PM

To: [redacted]

Subject: Complaint ID#: XXXXXXXX

I reject their offer of the $75, I see that it is the price of a new chair but I will be paying out of pocket more for the taxes and shipping of the item. I am looking to get either a new chair sent to me or the complete refund of the insurance not part of it.

-[redacted]

(XXX) XXX-XXXX

Business Response /* (4000, 10, 2013/08/08) */

Bob's Discount Furniture is not obligated to offer any sort of recourse, as the manufacturer warranty associated with the item has expired. Goof proof is refundable within 30 days after purchase; Since your purchase was in 2010, you are not entitled to a refund. The offer of a partial refund is a courtesy. I have noted your account should you decide to accept it.

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: 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: 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 have bought a loveseat and a couch along with other things from bobs in feb 2013 as im in there they offer me a five year plan of goof proof and also give me a paper of all things it covers on thanksgiving day I have had family over so couple days later im cleaning and I find a burn mark on each of the couches and a couple of stains on them so since when I bought the goof proof they made it sound so good stating" you should buy this you have kids this covers A,B, and C " I figured well let me call the goof proof protection and make a claim so they can come see what they can do since I paid for this for that reason I was literaly on hold for almost an hour when a guy finally picked up the phone was extremely rude and had no problem in telling me my claim was denied cause I said it was burns and dirty cause I send two things that is unbelievable that I pay money of a protection that is so easy to deny that is awful I am a single mother of three that works really hard for everything that I have I really didn't have money to waist for a protection that I am not getting on the paperwork I have says that the burns were covered stains are covered then when I call im not coveredDesired Settlement: What will make me happy is if they keep their customers happy all they do is give you more of a heartache then a peace of mind I am disgusted with the scam that gets pulled I would like my money back for all the products and they can have them back.. or have my money back for a protecting that is falsely advertised give customers the correct information.

Business

Response:

Good Morning [redacted],

I am so sorry that you haven’t been able to find resolution with your Goof Proof protection plan; I can certainly understand your frustrations and assure you that Bobs Discount Furniture cares about every customer’s concern.

The time of sale is an extremely exciting experience, not only for you but for your sales person as well. I truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead you. The protection plan is an enormously valuable return on your investment when used with the appropriate guidelines.

The Goof Proof Information sheet you are referring to has some additional information on it regarding reporting an incident. I can also send a copy of the [redacted] contract to your home or email if this isn’t something you received shortly after delivery. We agree with you that we should educate our customers more on the protection plan we sell and this is why we have recently upgraded our website to have a specific link just for frequently asked questions about Goof Proof. Like many other protection plans offered on electronics or automobiles there are specific guidelines and exclusions. In order to remain fair to all our customers there are certain scenarios which are not covered. On the lower left side facing portion of the sheet you were provided please see the print below the listing of ‘What is covered’. It will read:

*Some exclusions apply. Accidental coverages are from a single incident. See plan for details. Refer to current [redacted] Furniture Protection Plan for complete coverage details.

In an effort to try and resolve your concerns I have done extensive research on your account, including speaking with the [redacted] company to get a copy of the report you initially gave. I was hoping to try and dispute the denial result you were given however after reading the report there are several instances that make disputing difficult. When reporting the staining to the loveseat recliner/sofa you indicated that the stain was present on the entire loveseat and the entire sofa. The record reflects that you did not know what the staining was from. This is another reason for the denial result as you must be able to report how the accident happened and what caused the stain or burn. Based on the outcome of the [redacted] company covering a one time replacement of your furniture, requiring this information is not a lot to ask of the consumer. Is it possible for you to ask the members of your family that were over for the holiday and respond with what they may have spilled on your furniture? Based on what the stain is there is a chance I can start an appeal process on your claim.

The claim you made also indicates that there is a burn mark on the console of your loveseat but you informed [redacted] that you did not know how this happened. If the staining and the burn were both a result of the party you hosted then this would be considered a single incident concern. Per their records I don’t see that you provided the information of ‘multiple accidents on the same day due to hosting a party’. This would have also affected their ability to approve your claim.

[redacted], it is exceedingly important to me that you grasp the level of care Bobs Discount Furniture has for our customers and their furniture. I promise you I am looking into every angle to try and find some type of resolution for your concerns. Accumulated customer caused damage is normally an immediate denial with any retailer regardless if it is a furniture purchase. I also see that you reported ‘staples coming out’ on the outside back of your loveseat. Although Bobs is unable to service stains or burns I can request that A free of charge Bobs Service Technician come to your home and perform a best effort service to correct your concern with the staples. Please let me know if this is a service you would like to accept when responding to me and I can get the paperwork set in our system.

In an effort to explore all avenues and help you with the highest level of excellence, I will ask that you send me current photos of your reclining sofa and loveseat. Please send a minimum of four (4) photos so I have full knowledge of the condition of your set. Please take one (1) photo of each item from a distance and one (1) photo of each item’s damage up close. After receiving these photos I can respond to you with what, if any, options we may have for recourse. Thank you for your patience with us and I apologize again that these issues have taken up so much of your valuable time.

I look forward to hearing from you soon and reviewing your photos.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased an adjustable bed due to the fact that I had surgery that demands that I now sleep at a 45 degree angle. When we made the purchase we specifically requested that the delivery crew be able to remove the head rest and bed frame due to the fact that I would not be physically able to do so and would not be home from the hospital and my wife would be there alone to accept the delivery. The salesman assured us that it would not be a problem and that that would also install the headboard. I also instructed the salesman to use my wife's cell phone as contact as I would be in the hospital and can not guarantee access to my phone. Not only did they not use my wife's phone but even after my wife called customer service and requested that the use her phone they continued to call my phone. My wife then called customer service again to review the delivery information and again asked that they would remove the headboard, bed frame and reattach the headboard and confirm delivery time- they confirmed everything again. On the day of delivery my wife had to leave the hospital in [redacted] and be sure to be at home at the arranged delivery time, yet again the called my phone and were over an hour early refused to do anything except remove the mattress, my wife had to figure out how to remove the headboard and disassemble the frame. When the did bring the mattress in the knocked over furniture and made and left a mess that took quite a while to clean up. When she called customer service they had nothing to say except that they were sorry and that the delivery service does not do anything but remove the mattress. To say that I am disappointed is an understatement and unless we had to keep this bed for medical reasons we would have returned the item. We have never received a call after my wife called customer service to complain.Desired Settlement: I would like to find out why they lied about what they would do and why the never did anything they said they would. I also will need to hire some one to remove the bed frame and install the headboard that they promised they would do for us. I would also like them to apologize and acknowledge the rudeness and incompetently they demonstrated throughout the process.

Business

Response:

Good Morning [redacted],

I cannot apologize enough for the incredibly poor experience you received from us. Having to purchase new furniture can be a stressful occurrence, especially given your circumstance of leaving the hospital and I assure you that our intention was never to cause you more aggravation during this time. It is very embarrassing that you were provided incorrect information regarding our delivery and assembly service. I absolutely understand how our wrong information further troubled you and your wife; I am appalled to learn that she had to quickly disassemble your furniture to allow for the delivery. This is certainly not the usual way we do business and it saddens me that you have such a terrible impression of Bobs Discount Furniture.

We are not taking your dissatisfaction lightly and have moved forward with ensuring our employees are properly trained on our policies and procedures. Although I am so sorry that you had to file this complaint, I thank you for bringing this valuable coaching opportunity to our attention.

I have a couple options for you to choose from regarding compensation. Your initial charge for delivery was $199.99, at this time we can offer you two options based off of returning this delivery fee to you. Please respond and let me know which option you would prefer and I can process this compensation accordingly.

A $199.99 Gift Card to Bobs Discount Furniture

-OR-

A refund (to your [redacted] account) of $99.98 and a Bobs Discount Furniture Gift Card for $100.00

[redacted] I apologize to you and your wife again for our faults during your recent purchase, we genuinely value your business. We would appreciate the opportunity to serve you again and prove to you that we care for our customers above everything else.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased a 4 piece sectional from Bob's 12/19/2011 and also purchased a protection plan on the sectional, pieces of sectional are wearing out, sent a tech out who took pictures. Bob's sent a Email saying they could see the pictures the tech took and asked if we could Email them new pictures which we did. No one contacted me. I called and was told that it was normal wear and tear. The protection plan states factory defects are covered, this looks like a defect to me. Thank you in advance. [redacted]Desired Settlement: would like the pieces replaced.

Business

Response:

Good Morning [redacted],

I apologize that you are unhappy with the sectional you purchased from Bobs Discount Furniture and assure you that we strive everyday to meet our customer’s needs to the best of our abilities.

Our records indicate that you first received this sectional on 1.05.2012 and reported your concerns nearly two years later on 12.12.2013. We arrived to your home to inspect your sectional on 12.19.2013 and determined that the inside back cushions of your sectional had no factory defects. I have attached a document containing pictures of a ‘factory fresh’ ‘Bellini’ sectional and the pictures we took of your ‘Bellini’ sectional on 12.19.2013. There are signs of normal wear and tear present on certain inside back cushions of your sectional. These are not factory defects and after possessing any item of furniture for nearly two years it should be anticipated that some signs of normal wear and tear can become noticeable.

You did purchase the Goof Proof Protection Plan on this sectional and that plan is valid through 1.05.2017. The specific Goof Proof Plan you invested in covers several types of damages that can occur as a result of an in home accident. Damages that are covered for your sectional under this plan include food and beverage stains, stains from human and pet bodily fluids, rips, cuts, and burns. There are many more accidental damages that can be covered as long as you are able to report exactly how the accident occurred. As of 1.06.2013 your sectional was outside of its Bobs one year guarantee against factory defects. At this time the coverage your sectional carries is for accidental damages only.Bobs Discount furniture truly wishes to help every customer who has a concern but as this sectional is not experiencing any factory defects and is currently over a year beyond its factory guarantee period I apologize that we have no further recourse to offer you relating to this concern.

We can take responsibility for our failure to follow up with you promptly after your service, I can understand how this would have caused you more frustration and I have processed a $25.00 Bobs Discount Furniture gift card as a form of apology to you. You should expect to receive this gift card within the next 7-10 business days. There are many items that can be purchased at Bobs for $25.00 or you can save this gift card to use towards a future purchase as it will never expire. Please know that I sincerely wish there was more we could do for your sectional concerns and we never intend to further our customer’s aggravation.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: At the advisement of the sales person, I purchased Bob's Goof Proof service. The sales person billed this to be an easy way to get my furniture repaired should an accident occur.I got nail polish remover on my table top (my fault completely) and have been attempting to file a claim for almost a month. I have called customer service at least 12 times and have left multiple voicemails. Of the voicemails left, only two were returned. On 1/22 I was able to file a claim and was told I needed to send pictures. I sent pictures on 1/22 as requested. The person said that I would need to call back in three days if I did not hear a response. It has been five days and I never heard anything. I called and left another voicemail this morning (1/27) and had someone call me back to say the pictures were never received. I asked if I could send them to her directly she said no. I asked if I could talk to a supervisor. She said no. I resent the pictures and now must wait another 48 hours to see if they received them.I have spent about 4 hours trying to get this issue resolved and am not sure how to proceed.At this point, I would like Bob's to honor the service they sold me.Desired Settlement: Since the damage falls within the goof proof warranty I would like Bob's to resolve this claim and fix the furniture.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] by phone today (1.28.2014) and am

currently working to resolve her claim with the [redacted] company. [redacted] has

been provided all my direct contact information and has been made aware that if

I am unable to resolve her claim using [redacted] we will offer her resolution

through Bobs Discount Furniture on Thursday January 30, 2014.

Thank You,

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: 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,