Bob's Discount Furniture

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

Business

Response:

Good Afternoon [redacted],

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

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

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

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

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

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

Business

Response:

Good Afternoon Revdex.com,

I have just finished leaving this customer a voicemail with

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

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

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

customer’s concern.

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

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

customers original method of payment.

I have just uploaded an additional refund amount of $20.00

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

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

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

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

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

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

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

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

and her family members.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Thank you.

Sincerely,

Review: 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: First part of my couch was on back order for a month but Bob's had no problem charging me full price up front and only delivering part of the product and making me wait for the rest.

On the day that of my second delivery I was given a 3 hour window for delivery. 4 hours after the window had passed the Bob's trunk finally pulls into my apartments parking lot in front of my building. The driver made no attempt to get out of his trunk and just sat there for 15 minutes. After that he pulled out and I receive a phone call saying that no one was home to call and reschedule my delivery.

I call to reschedule and the best the can do is a week later. So now I have to take another day off of work to wait around for these fools to deliver my couch.

Why did they just not call me? Well they had the wrong contact number and tried calling my husband who was not home although when we went the store and ordered our couch we told the sales associate to please change the phone number because I would be the one home and not my husband but she was going on and on about her daughters upcoming wedding and apparently didn't feel the need to do that.Desired Settlement: I would like this order delivered ASAP around my schedule not Bob's "GPS" guided efficient system.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any and all inconveniences

we have caused during the sales and delivery process of this merchandise. Our

records indicate that this merchandise was delivered to our customer

successfully on 11.14.2014.

As an additional form of apology we can offer to provide our

customer with a $75.00 Bobs Discount Furniture Gift card. We do ask that our

customer view this gift card as our way of saying sorry with a tangible item

from our showroom and not an attempt to force them to shop with us again. We

have many cash and carry accessory items should our customer not wish to

utilize our delivery service again.

We are so sorry for the amount of frustration our failures

caused, should the customer want to accept this Gift Card they may respond to

this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office

(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of

this apology offer.

Kind

Regards,

Bobs

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.

Sincerely,

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

resolve the concern he has with his dining room furniture.

Our records indicate that one of the chairs has suffered

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

due to the nature of its occurrence.

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

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

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

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

suffered animal damage.

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

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

Review: Less than 2 years ago, I puchased a loveseat and sofa set which costs about $900 with the warranty. I was told that the warranty ([redacted]) covered everything that could possibly happen to the furniture. No specifications were explained to me. However, I was given a brochure and I did read over it before purchasing the insurance. In August, I felt springs while sitting on the pillows of my furniture. So, I lifted up a pillow to evaluate it and noticed that the lining was torn under the pillows. My boyfriend and I are the only ones that live here and we both work full-time jobs. So, therefore the furniture is not being overly sat on- if that is even possible. Well, I called the "protection plan" that is suppose to cover "everything" and apparently my issue isn't covered- neither one. The lining because it is not at the base and the springs in the pillows they can only put filling in them. Okay, I told them that the brochure stated otherwise, and they ask me to read the 4 page handout that I should have received at the time of purchase. I never received that and I told them what information that I had. So, they said that a technician would come out to evaluate the problem. On September 6, 2014 they came evaluated, and filled the pillows. We could still feel the springs, it wasn't comfortable at all and the following week or 2 another technician came back out and took the pillows. Now bringing it to date, I haven't received my pillows back, nor do they have a record of anyone picking up the pilloows. I now have 1 pillow!!! [redacted] and Bob's are pointing the finger at each other. Just to let you know that I have in fact purchased other furniture from this store. Hopefully I won't have any issues because I will never purchase anything else from them again. I have also purchased furniture from another store and I have never had this issue.Desired Settlement: My desired outcome would be to get a full refund so that I can purchase furniture from another store that is comfortable and I won't have any issues after a year or two. I have 0 confidence in them and cannot trust the quality of their furniture. I am requesting a full refund, that includes the sales tax and refund of the [redacted] insurance because I wasn't not fully informed and did npt receive their full policy- only a brochure. I also advised the store manager, as well as, the customer care manager to fully explain their insurance before selling it to their customers.

Business

Response:

Good Afternoon [redacted],

I

apologize for the frustration you have endured while seeking to use the

protection plan you purchased for your furniture. I also apologize to you for the

alleged sales experience you have outlined occurred while purchasing this

protection plan. As I was not present during the time of sale I am unable to

make determinations of what actually occurred and I do know that we expect our

sales team to provide a brief overview of the protection plan to our customers

without overwhelming them. The [redacted] Plan is extremely valuable and Bobs

would never make an attempt to sell you anything that we did not feel held the

value of its price point. The simplest way I can explain the plan to you is to

state it is insurance for your furniture and does cover incidents that occur to

your furniture from accidents inside your home (beyond normal use).

I have

been with Bobs for the greater part of a decade and at one point in my career I

was a salesperson and I have never heard of or seen a ‘4 page handout’

regarding the [redacted] Protection. Your sales receipt indicates the direct

warranty period thru Bobs as one year

and the informational flyer we always provide at the time of sale discloses

that ‘[redacted]’, as its name depicts, offers coverage against one time

accidental damage occurrences.

As we do

stand behind the quality of our merchandise, even after the expiration of our

direct guarantee, your account reflects that we have granted you a reselection

credit on 10.22.2014. Your account further reflects that you may choose to keep

this sofa and loveseat or have us pick it up when we deliver the new

merchandise you select at no delivery charge. We will not be offering to refund

the cost of this merchandise to you, should you wish we will agree to offer you

a monetary refund on the monies you paid

towards the [redacted] Plan as you allege this being sold to you in an inappropriate

manner.

Please let me know how if you

would like to accept the refund of $99.99 by responding to me via this Revdex.com channel.

I apologize to you again for any frustration we have caused you.

Kind Regards,

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

Business

Response:

Good Morning [redacted],

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

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

Thank You,

Bobs Discount Furniture

Customer Care Liaison

Review: Yet again Bobs dropped the ball. They were supposed to have my custom couches in by a guaranteed time and did not. They sent a loaner in the meantime, however the week they were supposed to be in they actually came in, but wouldn't deliver them because they only deliver to my area on Tuesdays or Thursdays so after all the back and forth they couldn't make an exception and deliver them so I did receive them on time as previously guaranteed. Today, they were supposed to deliver my couches and take back the loaners between 9-12. The delivery guy called and said he would be here by 10. Never showed. He called back at 11:30 and said something happened, but would be here by 12:30/1 and would call when he was a half an hour away. He never called so I called Bobs to see what was going on. They said that they weren't actually delivering the couches today, just picking up the loaners and that my couches wouldn't be delivered until the 16th, which I never set up and got a confirmation call yesterday from bobs saying they would be delivered today. Finally the truck showed up at 2pm and I told them I wouldn't return the couches until mine were delivered. I waited all day, rescheduled my whole day to be here and now have to set another day aside for yet another bobs customer service glitch. These people are playing games and need to get it together. Oh and they charged me a delivery fee which I was told would be waived when we paid in full. They don't care about their customers or their customers time.Desired Settlement: First off my delivery fee should be waived as previously promised. Second off I want an apology. Thirdly they should really train their employees better and treat their customers with some respect that we deserve.

Business

Response:

Good Afternoon Revdex.com,

This complaint is

based off of already filed/closed complaint# [redacted]. Please log within this

original complaint number if at all possible.

As stated in my previous responses to our customer, we

worked well beyond any procedures we normally have in place to try and make

this original concern right. With this being said we truly entered uncharted territory

to please our customer and I apologize that in our quest to deliver and

retrieve we have caused our customer more inconvenience.

I most certainly apologize for any confusion on our part

that has angered our customer and at this point I truly wish to help our

customer move forward and get the furniture she initially wanted.

This customer’s special order merchandise has been loaded to

a delivery truck for tomorrow (10.14.2014) with an estimated time slot for

arrival of: 8:26am-11:26am.

I am unaware of the merchandise being scheduled for

10.16.2014 as our system is indicating we will retrieve the current product and

deliver the new product tomorrow.

While the mediating assistance of the Revdex.com is greatly

appreciated it is always better for our customer to communicate directly with

us when a pending delivery or pick up is involved so that we can keep the

customer up to date in regards to shipping/delivery times.

If [redacted] can be available tomorrow (10.14.2014) for delivery

then we can certainly make the exchange for her tomorrow morning. If [redacted] cannot be available for delivery tomorrow we do ask that she follow up with us

directly to make changes to this account. I can be directly reached by email at

[redacted] should immediate changes need to be made to the pending delivery date we have

on file.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: After getting my first delivery we noticed that not only was the furniture ripped, but the door was not opening or closing properly. I called that evening since my wife took the delivery, bob's customer service rescheduled a new delivery along with a damage claim with there contracted delivery service. Since then I have received several deliveries until I received a couch I accepted. It has been 5 months and several phone calls to bob's customer service reps to try to get the repair on the door or money to repair the door with still no word back. I believe the trucking company is [redacted] trucking company, but I am not sure since I didn't contract anyone.Desired Settlement: I would like the money to get the door repaired.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies to this customer

that he has had to deal with so many frustrations as a result of our failures.

I have been in contact with the trucking company today (5.08.2014) in regards

to ensuring he gets the follow up he deserves on his property claim. This is

the last email response I received from the trucking company as of 3:05pm

today:

This customer has been contacted

multiple times. I have called at 12:53pm today and left a detailed message

for the claimant to return our calls. If the customer once again

contacts, please forward them onto us.

Thanks,

Please ask that our customer

follows up directly with the delivery company at this time to resolve his

property claim concern.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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 formal dining room pieces in February of 2013 for about $1500. I put it on the price protection plan and was told by my sales associate [redacted] that my furniture would be held (guaranteed) as well as the price was locked in. Here it is I have been paying on my furniture and now that Thanksgiving is around the corner I called to have delivery due to a big function I am having next month. I have people from out of state coming as well as I bought decor and painted my house to match furniture. I am now being told that my furniture is out of stock and I have to pick something else out. "Their apologies"! I spoke with three associates as well as a manager and have gotten no where!!!! I am highly disappointed that no one took the time to call me and let me know this situation. I have been paying into this furniture and where is my money going??????? I would NEVER recommend to anyone! Horrible!!!!!Desired Settlement: I would like either money back ASAP or something reasonably priced ASAP

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that we were unable to complete your furniture order.

Price protection locks in the price for one year however, price protection does not gurantee the availability of the furniture item (s). Your sales associate is expected to notify you as soon as an item becomes discontinued.

Upon researching your acccount, comments indicate that you were offered a $75 gift card to be used toward the reselection of another dining set. I understand the holidays are upon us and apologize for the inconvenience we have caused. If you prefer, you may cancel for a full refund.

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 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: DO NOT BUY FROM BOB'S. All the staff is very nice, but the product and the extended warranty is garbage. My wife and I had some bonded leather couches that lasted 5 years before the leather started peeling off, so we went to bobs to buy a new sofa. The sales staff told us that we needed real leather to avoid that problem, real leather lasts 20 years they said. It was kinda expensive but we figured it was worth it. We bought a nice electric reclining leather sofa with their extended warranty called "goof proof" we were very happy probably would have gone back to bobs now that our family is expanding and we need more furniture.A couple months ago the leather on the top part of the couch started peeling. Its was not is a spot were a normal person's head would rest. They sent a "technician" out to look. Very nice guy but it was very hard to understand what he was saying from a heavy accent, but very pleasant. He took an up close pic of the damage using a flip phone, then put me on with a customer service rep. She told me that the damage was not covered by the warranty or the extended warranty, and then silence. She didn't even offer a discount on a new sofa or recommend a leather repair place nothing. Just silence. So I asked for a manager. So I spoke to [redacted], She told me that my hair was oily, and lack of maintenance was to blame. Basically she I'm dirty and my house is dirty. And again nothing else no consolation prize, no recommending a repair facility, nothing. Just I'm very sorry there is nothing we can do, and an insult. As I grew angrier she had kind of a amusement sound in her voice. Like "yeah this happens all the time you're screwed". And still nothing not even an offer for a discount on a new sofa like other reviewers have mentioned. So I told [redacted] to [redacted] and hung up. (I said something a little worse but I don't wanna offend)And that's it I'm out $1400 bucks on a sofa that's a little over a year and half old. And I got the chance to get insulted by a Bob's customer service manager. At least my bonded leather sofas from [redacted] lasted 5 years and were 1/3 of the price.Thanks [redacted]Desired Settlement: I was told if I buy the extended warranty I "could do anything to the couch and it will be replaced" by your salesman.The damage is not is an area that my greasy head could be resting for any length of time.I would have been fine with a repair, now if I cant get a replacement very soon,I will hire a 3rd party furniture tech to write a document that it could not possibly be my greasy head, then small claims court.Already have the paperwork filled out. The ball is in your court.

Business

Response:

Good Afternoon Revdex.com,

I reached out to [redacted] by phone today

(8.15.2014) on the number he has provided in this complaint. I have left a

message with my direct contact information so that I can directly assist our

customer in resolving this concern. I am very sorry for any troublesomeness [redacted]

has endured while seeking to get his concern rectified and I am eager to

receive his return call so that Bobs Discount Furniture can offer our customer

the satisfaction he deserves.

Thank You for the opportunity to make it

right,

Bobs Discount Furniture

Customer Care Corporate Liaison

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,

Review: I called customer service on 2/9 letting them know there was a problem with the bed, that the metal railing had sliced through the headboard and crush one of the trundle draws. I was told that they can get someone out here on 2/13. On 2/12 Bobs service techs called letting me know the appointment was between 2 and 4 pm on 2/13. I called at 4;30 pm letting them know that their tech still wasn't here. Only to be told that it was changed to 4 to 6;45 pm. 6;40 here arrives, rings the door once and was ready to leave with out coming up. Thank God for security cams in the front of the house. 10 mins later and after speaking with [redacted] he tells me that the bed isnt no longer under warranty. Warranty is only one year and it was purchased 3/2013. He said we had the goof proof which should cover it. I call Goof Proof and filed my complaint with [redacted] only to be declined because its a manufactures and structural defect not an accidental breakage. She said that Bob;s would be the one to handle it being that its a defect but wont fix it because its not under warranty.According to their advertisement and the way the sell the extra insurance I feel that customers are being duped to pay extra for insurance that they can never use. I paid for the trundle bed and mattress over $1500 and I am not going to just give money way like that.Desired Settlement: I feel it is Bobs right to honor their claims which they advertise on t.v. that there furniture is better than what is out there from other manufactures. I have had prior problems with the bed frame in the past and they fixed it. I feel that they should fix or replace the bed and the crush trundle drawers

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is experiencing any disappointment while trying

to use the protection plan they purchased from us. Guardian (Crypton 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, 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.

Our records indicate that this merchandise was delivered to the

customer on 03/27/2013 and the first report for any structural concern came to

us on 02/07/2015. This is nearly a full year past the warranty expiration date

through Bobs Discount Furniture. Even though the bed was out of warranty we did

attempt to repair this merchandise at no cost to our customer by sending the

technician out on 02/13/2015. Upon our technician finding that the merchandise

was unrepairable we regretfully have no other recourse to offer this customer

directly. We have serviced this merchandise and exchanged it only once before for

cosmetic issues that were evident from the original delivery in 2013. We were

not made aware of any defect concerns within this customer’s guarantee period

thru Bobs Discount Furniture and have completed an attempt to repair this

merchandise at no charge to the customer.

We are regretfully unable to overturn the choices made by a third party company

and in order for a claim to be approved under the ‘Goof Proof’ protection an

occurrence of accident must be reported. This is clearly indicated and

expressed on the written verbiage provided to our customers at this time of

sale. As this customer reported it to Guardian:

“Customer states her son was

getting up out of the bed and the frame broke where rail connects to it”

The occurrence of “getting out of any piece of furniture” cannot

be deemed an accidental occurrence. ‘Goof Proof’, as its name depicts offers

coverage for occurrences of accidental damage only.

The customer’s claim was denied due to there being no accidental occurrence

of damage reported and this denial reason does line up with the policies of the

‘Goof Proof’ protection plan. It is not uncommon that many protection plans do

not cover such instances like normal wear and tear; this merchandise has been

receiving normal use for many years.

While Bobs Discount Furniture truly wishes that we could help

every customer who has a concern we remain regretful that we have no further

recourse to offer this customer at this time.

Kindest

Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: on May 25, 2015 I purchased an entertainment unit, a 3 piece living room table set, and a 12 piece bedroom set from the bob's in [redacted]. Delivery was set for June 6. The delivery truck arrived and one of the end tables wasn't able to be assembled. The coffee table's main support was cracked. The door on the dresser was scratched. The door on the entertainment center was missing and the interior side was damaged while they assembled it. They delivered the wrong beds.

I drove back to the showroom and was assured everything would be handled. I then received 3 separate deliveries. One for the living room tables, One for the dresser and to pick up the incorrect beds. One for the entertainment center.

The correct beds were on back order until July 18. I received 3 more deliveries, One for the footboards. one for the rails and one for the headboards.... (this entire time my babies were sleeping on their floor). The delivery for the headboards arrived and the man called me out to the truck because both headboards were damaged.

I called the store manager and she promised they would be out with new headboards by wednesday. She called me that wed morning to tell me that the headboards were now back ordered until AUGUST 15!!!!

I told her to send the truck. I wanted a full refund. I was returning everything.

The truck arrived and literally dragged the furniture out of my house and threw it onto their truck. They damaged several freshly painted walls in my home. They damaged the trim around my door frames. Their truck ripped several branches off my tress and they drove on my lawn.

and on top of ALL this, I have to wait 7-10 days for a refund!Desired Settlement: I would like for bob's to change their practices so that other consumers won't be inconvenienced and disappointed. I would like my refund immediately and not have to wait another 2 weeks, after all, I paid bob's in a timely fashion. I would like payment to have the damage to my home repaired

Business

Response:

Good Afternoon Revdex.com,

Please pass on our genuine apologies for all the

inconveniences our customer experienced with this merchandise. We deeply regret

that we were continually unable to provide our customer with the merchandise

selected in good condition and we are very embarrassed about the damage that

was caused to our customer’s home during the removal service of the product(s).

It was never our intention to leave our customer’s family members with no bed

to sleep on and we remain saddened that we have lost our customer’s trust in

our business.

The portion of funds paid directly to Bobs Discount

Furniture has been fully refunded to the customer’s original credit card used

(refund left our system on 8.01.2015-$316.94). Should the customer still be

waiting on a refund of the monies she paid to the ‘Acceptance Now’ company

directly we apologize that we are unable to speed up or influence this return

process. ‘Acceptance Now’ is a third party company that manages their own

policies and procedures for refunding a customer.

A Property Claim has been entered to resolve the damages

done by the delivery team. We assure Denise

that her property claim has been correctly filed with the third party trucking

company involved and we will ensure the obvious coaching concerns presented are

addressed accordingly. As this property claim is being handled by the trucking company

that caused the damages, Denise can expect follow up from that third party and

not Bobs Discount Furniture directly. Per our agreements with this trucking

company they are owed a fair chance to process resolution on their claim prior

to Bobs Discount Furniture asserting ourselves into a situation where it is

most likely unnecessary.

I have sent a message on Denise’s behalf to the trucking company

involved in this claim to please contact her as soon as possible. If for any reason Denise does not receive

follow up from this trucking company directly with 4 business days (from today-

8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that

we escalate this claim within our Property Claims Department.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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,