Bob's Discount Furniture

Review: on 6/18/14 I went to Bob's furniture and purchased a 9 pc. bedroom set, 2 table lamps, a floor lamp, and a TV stand for a total $2,553. 27 (this included delivery charges) which was financed through [redacted] was the salesperson that helped me at the store. On 6/19/14 I was called for delivery confirmation from the store, at which point I explained that the inspection at the apartment that I was originally moving to did not pass and to please hold my furniture until further notice. I also called [redacted] on 6/19/14 and told him that I did not yet have an apartment, to please hold the furniture and that I would call him once I found a place, which he agreed to. Around 9/24/14 I called [redacted] with the new delivery address, and he stated that the delivery would be made on 10/7/14 from 9-11AM. I was called on 10/4/14 by an automated recording to confirm delivery. On 10/7/14 I was at my home from 7am and no delivery was made. The same day at 12:30 PM I called the store asking about the delivery and the representative said that there was no delivery scheduled under my name in the computer; I waited until 7PM and nothing. On 10/8/14 I was contacted by an employee from Bob's furniture but the call cut off, so I called [redacted] and explained to him that I never got the delivery, he said he would contact the warehouse and the supervisor, still no answer about the status of my furniture. After calling [redacted] and customer service multiple times I personally went to the store on 10/15/14, spoke to [redacted] who stated that the computer showed that the delivery was made and someone signed for it; they refused to show me the signature. I tried to straighten things out and nothing changed. I went to Bob's furniture in Connecticut on 10/17/14, [redacted] helped me there and she showed me the signature; I did not recognize it. [redacted] stated that I would get a call back. After getting a call from [redacted] I met her at the store in CT on 10/18/14 and she stated that the records showed 3 deliveries made on 9/26/14, 10/4/14 and 10/7/14 and that I would get a call from the finance department, but no one called. I followed up with [redacted] and she recommended that I call [redacted] and make a dispute to put the finance bills on hold since I had not received the furniture. On 10/20/14 I made a dispute with [redacted] about the issue. On 10/27/14 I called [redacted] again to follow up on the status of my furniture and she stated I would get a call from the customer service dept. at Bob's furniture; I have not received any calls. On 10/27/14 I received my first bill, called [redacted], and they stated that until the investigation for the dispute is finished I have to make the payment.Desired Settlement: I request that Bob's furniture either delivers my purchased items, or cancels this transaction without any additional charges made to me or affecting my credit history. Bob's furniture needs to come into an agreement with [redacted] because it is not fair for me to pay for something I did not receive. I am currently sleeping on an air mattress with my 3 children waiting for a resolution to this problem. I expect for this to be resolved within 7 days so that I can either receive my furniture or purchase the merchandise from another place since this is causing discomfort for me and my children.

Business

Response:

Good Evening Revdex.com,

We apologize to our customer for any and all inconveniences

she has endured during this furniture purchase. I have spoken to our customer

today (10.29.2014) and scheduled the delivery of her merchandise for

11.04.2014.

Review: I called them to fix my table they refereed me to [redacted]. Bobs sold me this warranty, when I called them they told me to call back bobs. they been sending me back and forth. Bob's sold me the warranty cant even give you info about the company.Desired Settlement: They can come fix my table as the warranty states or give me my refund on the warranty.

Business

Response:

Good Morning Revdex.com,

I have reviewed this account per our records and the records

that [redacted] Company) has regarding this customer’s report. At

this time I am perplexed as to what happened to this table to cause the damage

that actually exists and would need an accurate report from the customer in

order to move forward in trying to assist with this claim.

I have included the photos that our technician took from the

home for your review and these pictures do not match up with what the customer

has reported to [redacted]. I have included the report that [redacted]’s records

show on the same document that includes the photos. I do not see any shattered

glass as depicted in the information told to [redacted].

To the best of my professional knowledge and basing my

determination off our technician’s findings, something occurred in the home to

cause the damage to the very top portion of the base, now not allowing the

glass table top to rest upon it properly.

The customer has had this table for nearly a year and a half

and at this time we stand behind our technicians report that the top of the

base separating from its original state is not a manufacturing defect. While it

is inappropriate for me to assume what may have taken place to cause this

damage I do ask that the customer provide me with an account of what actually

transpired. [redacted] is for accidental damages that occur in the

home, the customer is currently being denied by [redacted] because he isn’t reporting

any accident that occurred nor does his report align with the photographic

evidence we have from our technician’s visit on 10.10.2014.

I will be happy to look into possible options for resolution

should I be provided with an accidental occurrence that caused the damage

present in the photos. At this time I await the customer’s response with this

information.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

After I explained to their technician what happen he said and I quote yes this is an accident. I call [redacted] they said Bob does nothat share pictures with them. If they did they would have pictures they are saying they have no pictures. So someone is lying here.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

No where in my original response did I indicate that I had

shared photos or received photos from the [redacted] company.

Again - I will be happy to look into possible options for

resolution should I be provided with an accidental occurrence that caused the

damage present in the photos. At this time I await the customer’s response with

this information.

Kind

Regards,

Bobs Discount Furniture

Consumer

Response:

I have I have email them more pictures like they requested and its a back and forth thing and nothing gets done why don't I get call me [redacted].

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I am truly sorry and very confused by this customer’s

responses.

I cannot move forward in helping this consumer should the

request for accidental description not be granted. I have not asked this

customer for pictures as I have those (posted to this claim) and have

continually asked for the customer to indicate what happened to this table to

cause this extent of damage.

As this customer felt it necessary to escalate his concern

to the level and mediation of the Revdex.com I truly feel that written communication

is the best way to offer Bobs and the customer a fair point of view regarding

this scenario.

I request for a third time to please be provided with his description

of the accident he expects his [redacted] to cover so that we can help the

customer move forward.

Kind Regards,

Bobs Discount Furniture

Review: The fireplace has what appears to be a stress crack in the stone, and the rep from Bob's ([redacted]) in 5 minutes of looking at a PHOTO has determined WE must have damaged the unit. The unit is under warranty, but Bobs does not want to even send anyone out to look at the unit. It is impossible, just by looking at the picture of the damage, to determine how the stone cracked. Mind you it is not chipped it just has a crack in the center, about 2 inched in diagonal.Desired Settlement: Replace the 12 inch piece of stone!!!!!!!

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for the frustration and

disappointment they are experiencing from this concern.

We have reviewed the customer’s photos (2) with our Service

Technician Manager who has over 16 years of experience with our business. Our

technician’s are trained at factory level thoroughly to recognize a

manufacturing defect on multiple product types, their manager’s review of the

photo is an even higher level of consideration than a technician coming to the

customer’s residence. At this time we stand behind the original determination

of our Customer Care Supervisor ([redacted]) and are unable to offer further

recourse for this concern.

Regardless of the photo review there are also many other factors

to consider within this specific scenario and product type.

-Small fissures on stone product are considered a natural

characteristic of the merchandise. This is normal because it’s not a crack it’s

a vein that once carried minerals that was formed in the stone millions of

years ago. There are multitudes of public information available on a fissure

being a normal characteristic for stone products and many consumers’ do mistake

fissures for cracks.

-Bobs Discount Furniture provides product knowledge, such as

information about fissures in stone product in all of our showrooms so our

customer’s are fully educated on the product they are buying. We always remind

our customers that it is important to keep in mind that any manufactured stone

merchandise is a product of nature. While markings,

veining, pitting, and fissures are common, they do not affect the quality

of the piece. These characteristics are what makes each piece of granite

unique, and make it a ‘natural product’.

-Should the customer truly believe that this is a

crack and not a fissure then as a business we must turn our attention to the

cause of a crack in the stone after the customer has had possession for nearly

six and ½ months. A crack in stone does not appear on its own and force or

mishandling of the product is generally the cause of a crack within this type

of product. This damage was not reported to us until just now after we

delivered the item in May of 2014. The address provided to the Revdex.com differs from

the original delivery address we brought the item to, therefore there is also a

chance that this product was moved by the consumer or a third party moving

company and should there be a crack in the product now, Bobs Discount Furniture

cannot take ownership for a damage that occurred beyond our control.

Overall we do believe this marking is a fissure and

not a crack and apologize to our customer that we have no recourse to offer

them relating to this concern.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smooth. This is definetly a crack, which just appeared. I still cant understand how a person, without actually looking at the material, and not a 2 D photo, can determine the origin.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer still remains so unsatisfied.

We have again verified the product information and scenario

with our Service Manager and stand behind our already provided written and

verbal responses to this concern.

Sincerely,

Bobs

Discount Furniture

Consumer

Response:

They have to be kidding. This product is not made of what they say it is. I will continue this debate with the NY dept of State, and the Dept of Consumer Affairs.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer still remains so unsatisfied.

We stand behind our already provided written and verbal responses to this

concern.

Sincerely,

Bobs Discount Furniture

Consumer

Response:

They have misrepresented their product to consumers. I am contacting the manufacturer to see what the top is really made of.

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

Business

Response:

Good Afternoon [redacted],

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

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

REFUNDS AND CANCELLATIONS POLICY

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

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

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

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

Kindest Regards,

Bobs Discount Furniture

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

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

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

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

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

Consumer

Response:

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

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

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

Business

Response:

Good Morning Revdex.com,

Our records indicate that there is

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

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

We certainly apologize for any

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

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

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

Furniture.

We look forward to pleasing our

customer with the even exchange of merchandise on 3.18.2015.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

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

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

Business

Response:

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

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

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

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

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

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

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

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

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

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

days a week to assist our valued customers.

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

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

resolution offer in which our business suffers several losses to accommodate

them.

Per the sales invoice that this customer signed and fully agreed

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

Revdex.com) at the time of sale:

Our refund policy is as follows:

You may

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

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

The information the customer has posted regarding our technician’s

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

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

8/20/12

1212-1229PM

TECH

SLEEP SOFA- SLPR MECH UP TO STANDARDS

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

ARE SHORTER THE REST OF LEGS

THIS IS NORMAL AND THE OVERALL

CONDITION OF ITEM IS GOOD

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

RCL

THIS IS NORMAL AND THE OVERALL

CONDITION OF ITEM IS GOOD

At

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

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

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

there are no defects within the items (our

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

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

delivery charge.

As

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

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

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

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

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

help get them product they are happy with.

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

and accurate given all facts associated with this case.

Kindest Regards,

[redacted] A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

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

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

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

Business

Response:

Good Afternoon Revdex.com,

While we are very sorry that the customer experienced

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

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

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

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

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

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

accident by any protection plan’s estimate.

Although the customer is completely outside

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

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

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

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

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

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

charge to the customer.

If the customer would like to receive this

option please ask that they contact us directly in Customer Care

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

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

Sincerely,

[redacted] Desai

Business

Response:

Good Afternoon Revdex.com,

I do apologize that our customer remains so dissatisfied by

the resolution we have offered. Our

records show no recordings of conversations directly with this consumer

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

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

merchandise and the appropriate recording of any interaction with a customer

calling in.

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

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

Although Bobs Discount Furniture is not the company

associated with the coverage the customer purchased we are offering a

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

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

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

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

conditions that keep protection plans and resolutions fair for all consumers

alike.

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

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

offer resolution.

Our original offer remains the most fair and adequate resolution

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

from a place of courtesy and care.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

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

Sincerely,

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

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

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

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

Business

Response:

[redacted]Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

We provide a general flyer at the time of

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

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

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

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

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

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

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

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

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

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

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

continually sending these documents as many claims for coverage are routinely

approved.

At this time we ask that the customer provide

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

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

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

for this claimant.

We apologize again that the damage reported does not

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

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

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

all customers alike.

To move forward please advise the customer

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

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

specifically notated:

-Minimum 3 Photos of the Sofa Sectional:

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

arms) of the sofa sectional

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

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

the home).

- 1 Picture that clearly shows the concern at

a close range.

We will review these photos and respond

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

Sincerely,

Stephanie G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Review: I called a technician to look at my couch, mattress, and 5 draw dresser. The dresser has a protruding decorative piece that needed to be fixed. The technician came on July 25, 2014 to fix this, but ended up just breaking it more and reported it in as "normal wear and tear." I called and reported it broken and they said they would send a new technician (not the same one) today, August 15,2014, to repair the damaged piece and to have a look at the couch. My doorbell rings, I answer the door and this guy just walks past me and starts walking up my stairs does not say a WORD to me. I stop him and say "Um you're from Bob's?" and he goes "Yea"..... Nice that the technicians just waltz into a house without introducing themselves and asking if they could come in. I have a 5 month old in my house, I don't plan on just letting anyone walk in. So rather than sending me a new technician they send me the SAME technician, the same one that broke the piece on July 25. He looks at the dresser and says "oh it was like this before".... and he said he couldn't repair it. Left me on the phone with Bob's customer service and left. Bob's customer service then advised me that because the product is not under warranty they can't do anything about it. EVEN THOUGH THE BOB'S TECHNICIAN WAS THE ONE WHO BROKE IT, Bob's would not be able to help me further. I asked to speak to a Supervisor who advised me the most he could do was offer me $71 gift card to Bobs. That is such a slap in the face. I will not be buying anything any further, so a $71 gift card would be absolutely worthless to me. I have to stay with a broken piece of furniture that was broken by a Bob's tech and the only thing you can do is offer me a gift card? What the hell am I going to do with a gift card? I just want the furniture fixed so it doesn't look like I'm living in the slums.Desired Settlement: Repair the piece, or replace the piece. If Bob's won't cover the piece replacement, make the technician who broke it buy me a new piece.

Business

Response:

Good Morning [redacted],

I am sincerely sorry for the

frustration we caused you to feel and I stress to you that here at Bobs

Discount Furniture we acknowledge that caring for our customers is the most

important part of our business. We do not find the alleged

behavior you have cited our technician showed an example of the excellence we

strive for everyday in our business. I thank you for bringing this to our

attention so that we can continually ensure our customer’s service experiences

are reflective of professionalism and common courtesy.

Our records indicate that as of

8.18.2014 your concern has been satisfied. Your account with Bobs Discount

Furniture indicates that an even exchange for your chest is scheduled to take

place on 8.22.2014.

I apologize again that you were

met with any inconvenience while seeking to resolve your concern and I assure

you that Bobs Discount Furniture truly appreciates you as our valued customer.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Anyway that we can keep this open until the actual exchange happens? Just in case any issue arises.

Sincerely,

Review: I ordered a bedroom set from Bobs furniture month ago and was told my furniture would be delivered today January 31, The delivery truck came this morning however would not deliver my furniture due to limited parking and fear of blocking the street for other vehicles to travelBobs informed me they would come back that day if I noticed a spot to open upWhen they left to do other deliveries I kindly asked my neighbor if he could park his car further down the street for bobs to come back and deliver my furniture he gave up his spot for me willinglySo now that I have a spot for bobs to deliver my furniture without blocking the street for other cars, I called bobs delivery service to let them know there is now adequate amount of space for them to deliver my furnitureWhen I called, they refused to come back and would not guarantee me another delivery dateI work in the medical field and work 12hr days days a weekI am not able to take time off from work to wait another day for delivery and I also do not have family members that live close by that they can take time off to wait for furniture to be delivered for meTherefore, I needed the furniture to be delivered today considering I made accommodations with work month ago when I was guaranteed by bobs when I ordered my furniture that it would be delivered today the 31st of January and it was in fact never deliveredI am a paying customer and spoke to different representatives of whom all did not accommodate me and help me fight to get my furniture delivered todayBecause of them I had to go to the store and buy a blow up mattress and will have to sleep on it until my bedroom set, which is the furniture that was promised to me to be delivered todayI am completely appalled and ashamed of the way bobs furniture handles their "customer service." If this is how they interpret customer service, they should be ashamed at themselvesI have never felt so mistreated by a business in my lifeWhere is the justice and satisfaction when it comes to paying customers? I will never do any business with bobs discount furniture ever again nor will I ever recommend anyone I know to use them eitherThe heartache and frustration I went through today I would never want anyone to go through especially loyal paying customers like myself.Desired Settlement: Considering the inconvenience I went through today for my furniture delivery, I would like a full refund of the delivery charge taken off my bill once my furniture is indeed delivered
Business
Response:
Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple delivery dates has caused to our customerWe can certainly understand
the customer's frustration and acknowledge the reasons why the customer feels
they are owed something additional after their delivery has been received
As a retailer there are regretfully many events that are beyond
our control in reference to day of delivery scenariosA delivery truck must
have a safe and clear place to park and unload their vehicle per most state regulations
Our records indicate that we did make a valid attempt to request that the
delivery team return to the home and disappointedly our request was denied by
the trucking company and their managers for return that dayThere are many
entities that must be considered in a "go back" scenario, given the recent
weather or the team's location the fact remains that our delivery service did
not initially fail this customer on our first attemptWe were there to make
the agreed upon delivery with the merchandise and were physically unable to do
so given the conditions of the surrounding environment
Our records indicate that the customer is expecting delivery today
(2.05.2015) of a Headboard/Footboard/Rails (Bed Frame), Nightstand, Chest, and
Vanity with Vanity StoolOur records do not indicate that this customer ever
purchased or was expecting a mattress delivery from us so I remain perplexed as
to how the delivery not occurring on would have caused the customer
to need to purchase an air mattress to sleep on
We have continued as a business to address this individual's
concern the moment they are presented to us and work to make them right to the
best of our abilities
We currently have a delivery scheduled for to resolve
this customer's concernAs the first priority we are seeking to honor the
original agreement made and deliver the request product, should the customer
still be seeking anything additional we encourage our customer to speak
directly with us after the delivery has occurred via our Customer Care Office
(###-###-####/ 6:30am -8:00pm / Mon –Sat)We will research the account at
that time and explain what, if anything, additional we are able to offer
Kind
Regards,
Bobs
Discount Furniture
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID[redacted]In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today
Sincerely,

Review: They are horrible. I bought 2 couches and a recliner with the warranty in April 2013. The warranty was supposed to cover rips and such in the recliner it was leather in November 2014 there was a few rips so we called they came out and said they would be replacing the recliner while here thy checked the couches one had a rip in the back cushion the other had springs coming up in one of the cushions we sere told we would get the cushions replaced. Meanwhile they come in December to replace the recliner after setting 2 different delivery dates. Well the replace the recliner but the back has a bracket missing and the chair leans and can not recline or you will fall backward. We call and tell them they send a technician he can not fix it so they order another recliner well another week sitting in a lopsided chair. Meanwhile when the recliner is replaced the first time we ask about the cushions. We are told it will be March before we get the cushions. Now the warranty says if they can not fix it we can get the couches replaced. We tried to do that in January apparently but were told we would have to repurchase the warranty. WTF We just called about the cushions and are now told April apparently they come from over seas and since the spring is messed up in the one couch when you sit you get pinched an now staples and things are coming through my grand daughter likes to look out the window because the cushions do not sit right she has hit her head twice on the wood frame. Well they are sending a technician out in a week to evaluate the situation excuse me but did you not do that in November. I will never ever buy furniture from them again. Horrible customer service. Right now all I want is new couchesDesired Settlement: Right now I just want new couches

Business

Response:

Good Afternoon Revdex.com,

Please know that this is a duplicate complaint to complaint

number: [redacted] (filed in December of 2014 and closed as ‘Assumed Resolved’).

We are still very sorry for any inconvenience and unnecessary frustrations

this product has caused our customer to feel and are still offering to replace

this merchandise just as we were in our original response to this claim in

December of 2014.

Our records indicate no upcoming service appointment for this

customer, the last visit to the home was made on 3.14.2015 and our service

technician logged removing staples from the sofa and adding stitching to the

loveseat. We confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer

since.

I have included our original response below as again we have an

option available for the customer should they seek a replacement instead of

waiting on parts to come in. We have been making this offer since December of

2014 and the consumer has chosen not to initiate it.

Response sent to Revdex.com on Wednesday, December 10, 2014:

Good Afternoon Revdex.com,

Please pass on my apologies to our customer for the

disappointment he is currently experiencing with his product.

The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he

purchased from us. The Goof Proof Plus Plan allows for five years of unlimited

parts and service or a one time replacement outside of owning the merchandise

for a period of one year. The customer no longer has Goof Proof Plus Protection

on the recliner due to the Goof Proof Plus agreement of one time replacement

being fulfilled on the recliner.

Our records indicate that the other living room items were delivered to the

customer on 04/05/2013 and his report of concern came to us on 11/04/2014. At

this time the customer was past one year of ownership therefore we start

offering protection under the Goof Proof Plus Plan the customer purchased for

such occurrences. Should the customer wish to use up his one time replacement

option for an even exchange (like he did on the recliner) on the sofa and the

loveseat that is certainly his right. We always recommended parts and service

as the best route for resolution since this avenue keeps the protection plan

active on the merchandise. We apologize that there is a delay in container

shipment from the overseas vendor and if we could get the parts any sooner we

most certainly would.

Should the customer be unable to wait for the replacement parts to come in he

may contact our Customer Care Offices ([redacted] –Mon-Sat/ 6:30am to

8:00pm) and initiate his one time replacement option under the Goof Proof Plus

Plan that remains active on this sofa and loveseat.

The five year protection plan is an option on all purchases and not a

requirement. The customer is not being forced into “re-purchasing” it on his

newly delivered items should he decide that a replacement of furniture suits

his needs more so than the option of replacement parts.

As the customer was charged $129.99 for a five year guarantee on merchandise

that retailed for $1,097.00 we do believe it is obvious as to why a replacement

of an item (including the cost of delivery) fulfills the contract of the plan.

We stand behind the value of our Goof Proof Plus Protection Plan and its option

for a one time replacement only.

Kindest

Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

We have asked several times to have the couches replaced and have been told no that is what we want and have wanted since we found out the cushions would be in in March now April. All they have to do is call to schedule delivery of new couches at no charge of course. That is all we want.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good Morning Revdex.com,

We are in receipt of this rebuttal on 4.15.2015

and are responding on the same date.

Our records indicate that as of 3.29.2015

the customer accepted the resolution offer we provided for the replacement

items.

At this time we would consider this

concern closed as resolved.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a day bed for my girls on 5/9/15 for $532.38. The sales person asked if I wanted protection on the product and I said no. He charged me $54.43 with tax for Goof Proof protection. I spoke to the company on 5/14/15 for credit to my card for the error and I was told that the credited will be back on my card in 2 business days. I called back on 5/19/15, spoke to [redacted] and she said it will be back on in my account on 5/21/15. On 5/21/15, the money is not back in my account. I called on 5/21/15, spoke to [redacted]) (manager) and he said funds was credited back to my account on 5/14/15 and it should be in my bank. I spoke to my bank and nothing is in my account from Bob's Discount Furniture and nothing is pending to be released.Desired Settlement: $54.43 to be deposited back to my account.

Business

Response:

Good Morning Sybrandt,I apologize for the billing error and refund delay. I have confirmed with our Accounting department that a refund in the amount of $54.43 was applied to the credit card ending in 0288 on, May 21, 2015. Depending on your bank it may take 10-14 business days to post to your account.In the event you do not receive the credit by, June 7, 2015, please let us know.Thank you,[redacted]

Consumer

Response:

Thnak you.

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

Sincerely,

Review: I purchased a sleeper sofa (queen) in January 2014 with a "Bob-O-Pedic" mattress and the extended five year warranty. Recently I discovered that the mattress is full of mold. I contacted Bob's to replace it and they refused. I have photos available upon requestDesired Settlement: Replacement of mattress.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the frustration and the alarm

this mold issue has caused to our customer. This merchandise was delivered to

the customer on 01/29/2014 and we have not received any report of concern until

this report. There are several reasons to how or why this type of concern

arises and regretfully because they are all related to the environment the

product is being kept in, Bobs Discount Furniture is unable to take ownership

or responsibility for this occurrence. This issue is also not directly related

to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any

retailer to assume that their customer has done the appropriate research to

satisfy their own needs for information prior to purchasing any product ( there

are various articles and education available to the public regarding ‘mold on a

mattress’).

Without being able to take on direct responsibility for this

concern we do always disclose the sincerity and care we have for all of our

customers and any presented concern. We are able to offer a store credit for

the price paid on this sleeper sofa mattress. We are not able to remove

the moldy mattress from the home but will provide the customer with the funds

to get a new replacement mattress via our showroom. Should the customer select

another Bob O Pedic Mattress (memory foam makeup) they are accepting full

responsibility for any future occurrences of

mold that may occur due to the environment this memory foam mattress

resides within.

The store credit number associated with this resolution is: [redacted].

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. Can you find out if we need to return the damaged mattress to the store?

Sincerely,

Review: We did a purchase worth more than $3000 on 02/13/2016. We ordered the playpen sectional and [redacted] dining sets. It was in stock and was available for delivery the very next day. Since both of us work we could not afford to be home all day. Hence we requested for a "Breakfast with Bob" delivery (6:30 am to 9:30 am). since the time ("Breakfast with Bob") was not available according to their chart till Friday 02/19/2016 we agreed for the Friday (01/19/2016) "Breakfast with Bob" delivery. We got the delivery confirmation time on 01/15/2016 at 11.18 am stating that we are scheduled for a "Breakfast with Bob" delivery on 01/19/2016. 2 days before our scheduled delivery we got another automated message stating our delivery time has been changed to 1:00 pm to 3:00 pm. There was no way I could be home in the middle of the day. There was a reason why we chose the "Breakfast with Bob". I called the customer service asking them how can they change time like that without any approval. The customer representative went through the order and said "It is an automated system it is not correct we are still scheduled for "Breakfast with Bob" ". I specifically told her if you cannot make the delivery at the "Breakfast with Bob"(6:30 am to 9.30 am) timings I will cancel my order. The representative insisted we were still scheduled for the right time and we will have our delivery in the same time. Right now it's 11:30 am and the order is still not delivered. I had to take my day off from work to wait for this. Does Bob's realize the importance of other persons time? Why did the customer representative lie to me? I would have rescheduled it at least. It would not have cost me my day's work.

I am very very disappointed.Desired Settlement: I would like an immediate delivery of my order because that is what was communicated to me. I would like to be compensated for my time and frustration. I would also like to understand why the customer representative lied to me. They tell you the customer support call is recorded so what is being done to help train the representative to better work with customers in the future?

Business

Response:

Good Afternoon Revdex.com-

We sincerely apologize to this customer for our

failings. I do not see that any request

for a Breakfast with Bob’s was entered until the customer received her

timeframe call, two days before. At that

point it was too late to have it re-routed.

I understand this customer may have been lead to believe they were

locked in, but that was incorrect. For

this failure we will absolutely be able to offer compensation. I am offering to compensate this customer for

the Bob’s failures as a $100 gift card. I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right.

Normally 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. Should the customer wish not to provide us with another opportunity to

deliver merchandise we can understand the reasons why in this scenario and have

several cash and carry items that can be taken from our Showrooms or pit

locations as our free gift of apology.

Kindest Regards,

Tracy S[redacted]

Customer Care Corporate Liaison

Bob’s Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I would want the gift card for $100 mailed to my address.

Sincerely,

Review: My refund was done on 4/20/13 I paid in cash and am waiting for a check threw the mail.called and mailed out yesterday not upholding your policy.

Very dissapointed my family purchases from here regularly we've even referred freinds, when I called did not receive sorry or anything for still having to wait, this company should rethink their policy if cannot uphold.Desired Settlement: I am still waiting for my 100$ check refund. I paid in cash I should be refunded in cash at the time of refund.

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

Good Morning Ms. [redacted],

Thank you for considering Bob's Discount Furniture for your home furnishing needs.

Our records indicate that you canceled your order on, Saturday 4/20/13 and a refund check was processed from our Corporate office on, Wednesday 4/24/13. Although you paid by cash, our refund policy explains that cash deposits are issued in the form of a check.

Check number XXXXXX in the amount of $100.00 was mailed to the address on file, 4/24/13 and it can take 7-10 business to receive the check. If you do not receive the check by 5/15/13, please contact our customer care department and we will notify our accounting department to stop payment and reissue.

Review: I purchased a bedroom set a kitchen table and chairs and a love seat and couch from bobs and their warranty through goof proof. I purchased these items about 2 years ago online. I never received any information on the goof proof besides the representative talking my wife and I into purchasing the warranty The man on the phone said they covered everything even accidental damage so we purchased the warranty as well. Well there is an issue with the goof proof warranty they have an excuse for everything saying that's the quality of the merchandise that you purchased its poor quality we don't cover that we cant fix the support beam that supports your sons box spring because there is no lacker on the wood its bare wood. we can not fix your chairs because you reported them loose and you tighten them. which is their fault because if I reported them loose 6 months ago they should have sent someone out to tighten them instead of leaving it up to us. Again I have never received any information on this warranty and have called about the information being sent at least 3 times and that was a different excuse. The person I spoke to on the phone who sold me the warranty said everything is covered I have never used the goof proof insurance and even had to throw my couch out because the springs that broke and the bonded leather coming off and my son trying to eat it which could be a health hazard. Bobs always said customer satisfaction guaranteed or you money back well after 2 years of going back and forth with the goof proof warranty people and bobs telling me to contact the warranty and the warranty telling me to contact bobs there's nothing bobs can do I'm fed up extremely dissatisfied with bobs.

Product_Or_Service: bedroom set, kitchen table chairs, couch, love sea

Order_Number: XXXXXX

Desired Settlement: I would like full refund of the warranty because I never used it and was lied to and a refund or replacement of the items I purchased.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Good Morning,

I spoke with Mrs. [redacted] on, 7/18/13. She states that she threw one sofa away due to the extent of the damage; unfortunately we are unable to offer recourse for that item. We have offered her the option to return the bed for store credit minus a 30% usage fee and void the goof proof plan; Mrs. [redacted] accepted this option. One chair leg cracked however, parts are not available, the set has been discontinued, the manufacturer warranty expired; unfortunately we have no recourse to offer.

Mrs. [redacted] understood our position and accepted our response.

Review: DESPICABLE & IRRESPONSIBLE DELIVERY

The day my $2500.00 parlor set was delivered [redacted],the driver, began talking about re-scheduling the delivery before attempting to move the furniture from the truck!! It was obvious he wasn't interested in doing his JOB due to it being Friday with Labor Day on Monday. He chose the largest piece to the set, a sofa, then immediately began exclaiming the set wouldn't fit through the entrance. I also watched my sofa being torn on the hydraulic of the storm door due to his not lifting the sofa above it, choosing to push it through instead. He left his partner, [redacted], in the stairwell holding the sofa alone, while he went to the truck to make a personal call on his cell phone!! I suggested they move the other pieces up first while my husband REMOVED the door frame (unnecessarily as it turned out)and [redacted] complained about being pressed for time. My husband was so pissed off he told them to leave the sofa on the porch; which [redacted] also claimed was not a possible fit. My husband told them to bring it to the garage. AT NO TIME WERE THE WORDS ASSEMBLY REQUIRED USED. During all the confused actions taking place, [redacted] got my husband to sign the bill of lading-very sneaky, no? So much more to our dismay, we paid $200.00 to move and assemble our OWN [redacted] furniture! I phoned the corporate headquarters and spoke with [redacted], who said this "team" would return within the hour to complete their obligations; then was phoned back 15 minutes later by a manager named [redacted] and was told heextend the COURTESY of returning this team on September 4th! I pointed out quite adamantly it was a RESPONSIBILITY, not a courtesy, and asked [redacted] if I were to request his team to just come get the entire set wouldn't they arrive early the next morning so as we may get a refund to make the purchase with a competitor instead and this fool said YES! REALLY?! I will purchase my new dining room set from [redacted] and will protest; to anyone and everyone NOT to deal with Bob's Furniture Stores unless they wish to get screwed. At the very least, I'd like my money back for the delivery fee.. at the very leastDesired Settlement: A refund of $200.00 for the delivery fee and a refund of the amount paid for the Goof Proof Insurance

Business

Response:

Good Morning Mr.&Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delivery experience, as described.

Our delivery teams as expected to perform their duties at an exceptional level of customer service and with respect and regard to personal property as well as the new merchandise. Given the amount of product knowledge and delivery training, the final attempt for delivery is at the drivers discretion, as they are responsible for any damage they cause to a customer's home.

Each delivery team has cell phones which are to be used to communicate with our offices; It is my hope that the call you witnessed the driver making was initially to our call center or depot, identifying their location and status of the stop.

Assembly is expected to be completed at the time of delivery, if you suggest that the team leave the merchandise or "drop off" then assembly would be your responsibility. Given your explanation of the delivery experience, we processed the necessary paperwork for an "assembly service" and need to you contact our customer care department to schedule the appointment.

If you had opted to return all the furniture, pick up would have occurred on the next available day, not necessarily the following day, 1st thing in the morning as Pick ups generally occur late in the afternoon, so that there is enough room on the truck to be able to take merchandise back.

We understand that you did not receive the service that we humbly pride ourselves. I have shared your experience with our delivery management team to ensure that the necessary changes to prevent such an occurrence in the future does not occur, again.

Based on your experience, customer care agreed to refund your delivery fee. You should expect to receive a refund check in the amount of $199.99 within 10-14 business days.

Your business is appreciated and we apologize for the inconvenience.

Review: I had purchased a complete set of furniture from Bob's Discount Furniture. That purchase had included a brand new living room, dining and bedroom set.Shortly after delivery, as we were moving the bed foundation to place it exactly where we had wanted, damage was incurred as a result of the improper fastening by Bob's Discount Furniture technicians. Note that there was no bed or box spring on the foundation and there were only a few staples placed by those technicians. In addition, we had discovered a deep scratch on the living room entertainment system. This was a result of the installation conducted by those technicians.Both issues were reported to Bob's Discount Furniture shortly thereafter and we were extremely satisfied with the results at that time. We also discovered a small scratch on one of the bedroom side tables (caused by those technicians), but did not find the need to report it to Bob's Discount Furniture.We had not moved our furniture since we had finalized placement of these pieces. However, when we had wanted to fully clean our bedroom and attempted to move the entertainment system and bed foundation, both legs on the entertainment system and one section of the bed foundation collapsed. It should be noted that there was no weight on the entertainment system and no bed or box spring on the foundation.When we took the time to look at exactly what type of fasteners were used by those installation technicians and we were shocked to see that no screws were used; staples were used for the primary means of fastening.Now we are afraid to move our bedroom dresser and have no entertainment system or bed foundation. Luckily, our television and electronics were unharmed.Desired Settlement: The original amount of the damaged merchandise was approximately $550 including tax (excluding delivery charges). It is requested that Bob's Discount Furniture provide us with store credit so that we can replace these damaged pieces.

Business

Response:

Good Morning Mr. [redacted],

I attempted to locate your account/purchase using the identifying information in your Revdex.com complaint form however, I was unsuccesful. Please forward the name, telephone or order number used for your purchase; Once recieved I will research your account and followup with you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hello -

As per the request of the business, I would like to submit the following:

Name: [redacted]

Telephone Number: ###-###-####

Order Number: [redacted]

Cr: [redacted]

All documents, receipts, photographs and video recordings are currently held on our servers and are available for your review.

Sincerely,

Business

Response:

Good Afternoon Mr. [redacted],

I apologize however, I unaware of the servers you refer to? Can you please provide the name and telephone number your order was placed under?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I have provided in my previous message, please see below:

Name: [redacted]

Telephone Number: ###-###-####

Order Number: [redacted]

Cr: [redacted]

Sincerely,

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for providing the information to access your account.

Our records indicate that you recieved delivery of the furniture items in 2009 however, we have no record of you contacting us expressing concerns with the merchandise since 2009.

Based on the type of damage you are reporting and the date of delivery, we are unable to honor your desired resolution. If you prefer, you may submit pictures of the damage and once recieved I will view them with our service manager to determine if repair, suggestions for repair or parts are available.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That is not true and we have personally spoken to employees from your [redacted] store back in 2009, 2010 and 2012 about this same issue. Technicians were called to our residence in 2009 to resolve the issues mentioned in our initial complaint. The issue of defective merchandise sold to us was never resolved.

The damaged pieces have been discarded and we have already purchased a new set. While sending pictures would not resolve this issue, we can present them to Revdex.com as evidence of the defective merchandise that you sell - so that other consumers are aware of how your furniture performs in the test of time. And how your furniture is assembled upon delivery so that they are aware of how craftsmanship and Bob's Discount furniture do not go hand in hand.

If there is no resolution that you can provide us and would not be willing to work with us on this matter, we will take our case to social media and let other consumers know exactly what our experiences were.

Sincerely,