Bob's Discount Furniture

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: I purchased a reclining sofa in March of 2011. I purchased the warranty protection at an additional fee. The reclining mechanism on my couch is not functioning properly. I called to have a service tech come down and repair the issues. The customer service agent informed me that I was covered up to five years and I shouldn't have a problem getting it replaced or repaired. The tech came on 1/8/2015 and made the decision it was not repairable. He informed me that because of the warranty I would either have the sofa repaired, receive a replacement, or be given a refund to purchase something new. He told me I would receive an update within two days. I called on 1/10/15 to receive an update only to be told there is nothing that can be done for me. I spoke with a manager that told me I can purchase the mechanism at a whopping $175 a piece. I would need two of them. I only paid $799 for the couch plus the additional fee for the extended warranty. I'm am not sure what to do at this point. I purchased a product from a company that does not stand behind any of the products they sell.Desired Settlement: I was told that this will either be repaired, replaced, or refunded. I honestly don't care which one it is as long as the sofa that I purchased functions properly.

Business

Response:

Good Morning Revdex.com,

We apologize to our customer for any inconvenience the

concerns with their merchandise and/or protection plan is causing them to

experience at this time. The ‘[redacted]’ protection plan, as its name depicts,

offers coverage on most in home accidental damages and some mechanical concerns

after expiration of the factory defect warranty. The type of plan the customer purchased

is completely managed thru a third party company and not Bobs Discount

Furniture directly. We do provide a sales flyer at the time of sale indicating

this information and the sales invoice denotes the fact that Bobs Discount Furniture

only directly offers a one year guarantee against factory defects.

There are many facts to be considered from a business standpoint

within this customer’s scenario:

-The warranty through Bobs Discount Furniture expired on

3.24.2012. The customer has no coverage associated with this item thru Bobs

Discount Furniture and we have already made an effort to assist by covering the

cost of sending a technician to this customer’s home as a courtesy. This

attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.

-The merchandise has been in the home for nearly 4 years and

we did not receive any report of factory defect concern from the customer

within the warranty period (or at all until now).

-Our technician did not report the concerns of mechanism

issues to be the result of a defect in the product’s workmanship. The

technician’s report indicates no defect present in workmanship and the concerns

present being caused by the amount of use the item has sustained in its

environment over the course of nearly four years. The technician’s report also

indicates more damage to be present on the arms of the item; these are also not

being determined defects in workmanship.

Bobs Discount Furniture truly wishes that we could resolve

every customers concern and we apologize that regretfully we have no further

recourse to offer relating to this customer’s concern. Should the customer wish

to initiate a claim under the protection plan they paid $99.99 for during their

sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a

new claim). As with any protection plan sold on automobiles, electronics,

and home appliances there are certain exclusions put in place to keep the plan

fair for all customers so we are unable to guarantee the outcome of a claim made

thru the[redacted] company.

Kindest Regards, [redacted]

Bobs Discount Furniture

Consumer

Response:

Before I contacted Bobs Directly I went ahead and followed the process to file a claim. I was informed by [redacted] that my issue was not covered but that bobs is responsible. I went ahead and contacted bobs and spoke with someone in the customer service department who agreed it was an issue that bobs is responsible to repair. He went ahead and set up the appointment. Upon inspection by the tech you guys so GENEROUSLY sent free of charge, a decision was made by the tech that the sofa is not repairable and due to the warranty I have with bobs furniture, bobs will either make the decision to send a tech with replacement parts to repair the sofa, replace the sofa, or if not available credit the amount paid to purchase something new. Two individuals that represent your company have agreed this is an issue that bobs needs to repair or replace. Myself, like many of your customers have been robbed due the "We have no further recourse" your claims department is trained to say.

Review: My husband and I bought an expensive couch from Bob's back in November of 2012. By July 2013, the cushions on the couch had warped and the springs had shifted so when you sat down you felt nothing but springs. We called, they had a technician come out where they deemed it was a manufacturing issue and requested new seat cushion inserts. 4 months later we finally received them. Less than 9 months later, the same issue occurred. I called them and they requested a service. When I got the curtsey call notifying me the time the technician would be arriving they had the wrong address - I had to call 3 times to verify and change the address. The first time they didn't give me a hard time, the second time they still had the address wrong, the third time they tried to tell me because I moved it voided the warrantee - mind you, the first set of cushions they replaced came to the new address. So they fixed everything, however on the day of their arrival they still went to the wrong address - poor communication on their part. Finally the technician arrived and deemed that it was indeed a manufacturing defect and called the central office to confirm. While on the phone with him, they wanted to speak to me, so I get on and they tell me that the cushions are no longer under warrantee because they go by the original purchase date of the furniture - let me just remind you that the cushions were replaced once already and they should have gone by the new date they were sent. They then tell me the only thing they can do is offer me half off and purchase new ones - I can understand if they new cushions were over a year old and they were no longer under warrantee but they weren't, and they kept telling me I was over the warrantee period - if that was the case, why did they even come out here in the first place. Then when I tried to speak to a manager the associate beat around the bush and kept trying to get me to talk to her when I didn't want to. Their furniture is crap and their customer service is horrible!Desired Settlement: I would like the cushions that aren't even a year old (9 months to be exact) replaced since it's a manufacturing defect and I can say that I will never be doing business with them again.

Business

Response:

Good Morning Revdex.com,

I attempted to contact [redacted] this morning (7.21.2014) via

the phone number she provided in this complaint. I have reviewed [redacted] account and made an adjustment to the original offer she was granted for

resolution. I am very sorry for the difficulty that [redacted] has experienced with

her product and Bobs Discount Furniture truly wishes to help [redacted] resolve her

concern by providing a fair option for resolution. I left [redacted] a message with

my direct phone number so she has the option to contact me back directly or

respond through the channel you have provided us.

We can offer an extreme courtesy to [redacted] by purchasing 2

of 3 seat cores she needs. [redacted] would be responsible to cover the cost of 1

seat core should she wish to accept this offer. The cost of 1 seat core will

result in a monetary cost to [redacted] of $40.00 plus tax; I do feel this is a

fair option for resolution based on a review of all facts associated with

[redacted]’s case.

Bobs Discount Furniture thanks the Revdex.com for their mediation assistance.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a mattress from Bobs furniture about a month ago. I specifically asked the sales person if the warranty would cover if my dog chewed up the mattress, he told me if I bought their goof proof mattress cover than it would be cover anything. I asked him about this a couple of times and he kept telling me yes. So I came home today and found my dog chewed up the mattress, I called e store that I bought it from, the girl on the phone said that the goof proof covers up til delivery, which makes no sense because it's a cover over the bed that is supposed to protect the mattress. Now they are giving me the run around with their customer service and a third party fabric protector insurance warranty business and I'm being told that they cannot do anything. I paid $1400 for this mattress and specifically asked if the bed would be covered, was told yes several times and now this company is telling me there is nothing they can do about it.Desired Settlement: The sales person said they would replace the bed, I want the bed replaced.

Business

Response:

Good

Afternoon [redacted],

Please

accept my apologies for your dog’s behavior and the alleged sales experience

you state you received. If you did ask the sales person many times about your

dog chewing the mattress I gather that this is not the first time your pet has

behaved in this manner and I can understand how frustrating that must be for

you. I assure you that we are not taking your complaint lightly and have begun

investigating this complaint with the appropriate retail parties.

The

time of sale is a very exciting time, not only for you, but also for your

salesperson. Our intention was never to mislead you or provide you with

incorrect information. I was not present during the initial time of sale

however, I am available now to properly as your complaint and offer a

resolution that balances both the needs of our valued customer and our

business. The packaging that your bed protector came in has a specific list of

what is covered under this protection plan, it lists normal food and beverage

stains, human and pet bodily fluids, ball point pen ink, punctures, cuts, rips,

and burns. Animal damage of an intentional nature is not covered as this

protector is meant for accidental occurrences and covers pet damage in the form

of fluid stains only. Our customers normally do receive a flyer with this

information as well, but if you did not receive the flyer this information

would have been displayed on the actual packaging you took home with you for

your review. I’m so sorry but Bobs Discount Furniture and/or [redacted] is

unable to take responsibility for your pet causing this damage to your product.

[redacted],

as you are a customer of Bobs with a concern we truly wish to help in any way

we can and given the specific details of your claim I have worked very hard to

come up with a resolution that I hope you will find satisfactory. Bobs Discount

Furniture can offer to refund 50% of the price you paid for the mattress (this

resolution does not include your foundation) and 100% of the price you paid for

the bed protector. If you would prefer we can offer these monies to you in the

form of a store credit that you could use towards the repurchase the current

mattress you have in your home. We would not be able to remove the damaged

mattress in your home or cover the cost if you chose to have the new mattress delivered.

I stand behind this as a fair option for resolution and I apologize to you

again for the stress that this animal damage has caused in your daily life.

Please

respond to me and let me know if you will accept this resolution as I am eager

to help you.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: My wife and I ordered a table set less than 2 years ago from your company. Over the past 2 years, on average, I have had to tighten the legs on the chairs about every other week. I should RARELY have to tighten the legs. Last night, I come home to a broken chair. Little did my wife know that the screws were lose, sat on the chair which sent the leg flying. I called the [redacted] to file a claim and they claim they cannot come fix the chair as it does not fall under the "Goof Proof" plan. I paid extra for this plan. In addition, I paid for a table set in which I do not have to adjust and fix every other week! Please send someone with a leg replacement on my chair. I looked again at the "Goof Proof" paper which notes breaks in the wood are covered!I should have heeded to the advice of people online that this Goof Proof plan is a scam!Desired Settlement: Please replace the broken chair! Maybe replace all chairs with chairs which stay properly tightened/fastened!!

Business

Response:

Good

Afternoon [redacted],

I

am very sorry to hear that you are experiencing such disappointment with your

chairs and their current performance. I would equally be as frustrated as you

if I felt the constant need to fix my own product. I sincerely apologize that

your wife encountered a safety concern while using your product and I do hope

she is ok.

I assure you that our Goof Proof Plans are

very valuable investments that many of our customers find success in using. Of

course the plans have exclusions as the company who manages this plan

([redacted]) must ensure fairness across the board to all consumers. Having been

with Bobs Discount Furniture for several years I find that many upset consumers

post online when they have tried to make a claim, yet not taken the suitable

steps to educate themselves on their protection plan prior to calling for

assistance. It is such a sad occurrence when any customer feels they must take

the route of social media negativity because there are so many of us here that

truly care about listening and rectifying our customers concerns if only we are

given the appropriate opportunity. The Goof Proof Plan you purchased in 2012

covers a variety of accidents that may occur while being around or using the

furniture, sitting on a chair is not considered an accidental occurrence as

that is what the chair is intended for. Also, the continued tightening of these

chairs can and will result in too much stress on the products frame which will

cause cracking and breakage to occur. Bobs Discount Furniture offers our

customer’s a one year guarantee on dining room sets and as you are beyond that

one year period our options for resolution become limited. I do see that we (Bobs

Discount Furniture) came out to service one of your chairs for a loose leg concern

on 12.05.2012 and our records indicate that our technician installed brand new

screws into the chair leg he took out and completely reattached. You made us

aware that you were unhappy with the chair we serviced and we brought you a

brand new chair on 12.14.2012. Since these occurrences we have not been made

aware that you were experiencing further disappointment with that particular

chair or any of the other chairs.

I

really do wish to help you further and come up with an option for resolution that

will both balance the needs of my company and the needs of our valuable

customer. As the address you have provided in this complaint differs from the

address on your sales order, can you please confirm with me where these chairs

are currently located? If your chairs are in ** it will drastically change the

options for recourse I have. The company that manages your Goof Proof Plan

([redacted]) is a nationwide company, however you are seeking resolution directly

through Bobs Discount Furniture and ** is not currently located within our

service areas. Please provide me this information and I will respond back to

you as soon as possible.

Best

Regards,

Stephanie

A. Gauthier

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I purchased about $2000 worth of furniture including a bed frame, mattress, sofa, and two dressers from Bob's in October 2012. I also purchased the "goof proof" protection plan on both the bed frame and the sofa. I'll start by talking about the bed.

About a year after I had bought the furniture my bed completely collapsed while I was sleeping in it. I was pretty upset seeing as the bed was only a year old and I called Bob's to fix it. They indeed came to fix it without too much hassle. About 7 months later the bed collapsed again in all the places that had previously been "fixed" plus some new areas. The bed was less than 2 years old, it should not have been falling apart. I called Bob's again but this time they told me that I was not eligible for the goof proof protection because it seemed like my bed had manufacturing issues, even though they had come to fix it the first time for the same reasons. After getting hung up and calling back a few times they finally transferred me to manufacturing, where I was told that they would also not fix it because the 1 year warranty had already expired. They did offer to send some one out to look at it..in 3 weeks. So basically expected to sleep in a completely broken bed for 3 weeks until they came in person to tell me they couldn't fix it. I ended up just tossing the entire bed and bought a quality one from a competing store.

On to the couch. Within a month of getting the couch, two of the cushion zippers broke. Throughout the time I have had the couch its seams have split in several places. I also have pets that have caused some stains on the couch. Once again I called Bob's because all of these problems are covered under my goof proof plan. After explaining the situation several times I was placed on hold for 28 minutes. When the customer service rep "[redacted]" returned he told me that would not fix any of the problems I was having because I did not call them every time something had happened and that I had originally tried to repair the splits myself. I was furious. I had paid a good amount of money for this extra "protection" and they have basically refused to honor any request that I have had.

Bottom line...shop some where else. Some where with quality furniture and helpful customer service. I will never again give a dime of my money to Bob's cheap furniture outlet and I suggest that any one else looking to buy furniture do the same.Desired Settlement: I would like my couch to be repaired and some compensation for the bed that I needed to dispose of.

Business

Response:

Good Morning Ms. [redacted],I have thoroughly researched your account and apologize that the merchandise and applicable warranties have failed to meet your expectations.Our records confirm the timeline of events as you have described in your Revdex.com complaint. The repair we (Bob's) performed on, June 12, 2014 on the bed was after the expiration of the one year manufacturer warranty, therefore services were performed on a best effort basis. You later contacted us on, March 17, 2015 to again express concerns with the bed; we agreed to send a technician to your home on March 23, 2015 however, at your request the service was canceled and you did not want to reschedule (that may have been when you discarded the bed). Without having access to the damaged product, it is difficult to determine the cause of damage or provide you either with an exchange or reselection of the merchandise. I do however, assure you that Bob's Discount Furniture stands behind the merchandise that we sell and since it may be possible that the previous repair from our technician failed, I will be happy to issue you a gift card in the amount of $100.00 which is half the value of the bed.In regard to the sofa, on May 18, 2014 you contacted Guardian goof proof to report that there was a seam separation on the back cushion, one tear on the back middle cushion, two tears on the back left side cushion and urine stains on all the cushions; you indicated that the damage happened in one day (one year prior); As a result the goof proof claim was denied as the damage was not reported within the proper time. Due to the type of and extent of damage, we (bobs) are unable to offer restoration service however, we will gladly cancel the plan on the entire order and issue a full refund.Your business is appreciated and I hope that you find our offers for recourse, acceptable.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Thank you for getting back to me through the Revdex.com website to attempt to resolve my complaint. The response that I received through this website was much more accommodating than the response I received from the company directly, funny enough. I would like to be refunded for the cost of the extra protection on the sofa, but do not find the gift card for the bed to be acceptable, as I do not plan on ever shopping at your store in the future. I appreciate the compensation but would prefer it in another form.

Sincerely,

Business

Response:

I have processed the $99.99 goof proof refund and you should expect to receive it within 10-14 business days. As for the bed, I can only issue the compensation in the form of a gift card given for the following reasons; 1- Date of delivery was 2012 2- First report of damage to the bed was 2014 (after the warranty expired) 3- You have thrown the merchandise away.The gift card does not have an expiration date and it can be transferred to anyone. We would appreciate an opportunity to have you back in our store, even if it is just to purchase an accessory item.

Review: We purchased a mattress in May of 2013 from "bobs pit"because we needed it that day. We were told it was a new overstock...the cost was 499.00. Within 6 months the mattress was entirely deficient. . It is causing extreme back and shoulder pain and a rash of unknown origin...there is literally a crater and a high spot. After many phone calls ...Bobs management has determined that it was refurbished (they insist this was printed on the receipt). I took the repeated insistence of the sales person as truth. We NEVER would have purchased a used mattress. Now the mattress needs to be replaced to due a major manufacturers error. Bobs has an as is policy(excepted)...in the case of mattresses we feel that these are deceptive practices that are acceptable to the staff and management. We own two homes. We are good customers. I have never complained to the Revdex.com before today. I would like a partial credit towards the purchase of a "new" mattress. This would have kept the customer relation in good standing.Desired Settlement: I would like a partial credit towards a new mattress....not a refurbished one. If no resolution can be reached I would like every mattress to be clearly marked in large lettering of its condition. I would also like my complaint to remain registered with the Revdex.com.

Business

Response:

Good

Afternoon Revdex.com,

I

have reached out to this customer on the phone number she has provided and left

my direct contact information in the hopes that she will return my call so I can

assist her further.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: To Bobs Furniture:Good Evening, my name is [redacted]. I am contacting your company on behave of a horrific experience I had this past weekend at you Bobs Furniture Store location at [redacted], **.I visited this location Saturday evening on 11/14. I visited the Pit location which is your clearance center. I was in search of a new kitchen table and chairs. I had been looking at many places, but my family and I have had good luck in the past with this location. There was a deal for any table and any 4 chairs for $299.00. After viewing all the different options, I found a table that was not assembled and against the wall. I saw many pieces on the floor behind it. That night there were only two employees working Anthony the manager and a young lady named Grace. I asked Grace if all the parts were with this particular table. She wasnt sure and wanted to fine out for me. She went a asked someone and confirmed that all the parts were there. The manager Anthony came over and she asked again. Anthony then looked at the table and confirmed to me once again that all the parts ie legs were there. So because they confirmed that all the parts were there so I went with it. I asked Anthony to help me with pick out the right heighted chairs, which this table pub height. Then finalized the transaction with Grace. Overall that part was good experience. However the next day was not so much. I returned at 12pm the next day 11/15 to pick up the table and chairs because with the pit you only have 24hrs. So I went into the office and the warehouse guys found the table and started to bring out the table in chairs to us. To get this furniture home I needed to have my father and sister bring their SUVs to help me. Both these cars are brand new and we wanted to protect them so we had blankets to cover the furniture. However, the warehouse gentlemen were very pushy with giving us the furniture and to get it into the car. That was the first offence. Once all the furniture was in the cars, I realized that I only had three legs, I cant use a table with only three legs. So I went back into the office and spoke with the warehouse manager ( or who was in charge). I explained that I was missing a label and showed him the table on your website from my phone. So he agreed that I was missing leg and mentioned you have the wrong chairs. No I was even more worried. We checked the chairs and they were the right size, but the girl Grace recorded the wrong chairs on my receipt. So he went to go look the missing leg. About 10 minutes later while I and my father are in the office waiting area, another young man with a beard and in a very poor manner tells me they cant find the leg, so you will just have to return it. I asked to speak to a manager. I ended up speaking to Michael the Store manager. We explained the situation, stating that the manager last night had confirmed all the parts were there. He apologized and explained that there was nothing he could do, other than give me a refund. He offered me a discount on another table in the bit, but there was nothing I was interested in. So I asked if he could discount just the exact table from the showroom and he explained he couldnt. While we were talking the same poor mannered employee interrupted his manager and told him to move so he could help the people behind me in a very rude way. I understand that all customers need to be taken care of, but it shouldnt be approached in that way and also in front of the customers. So I told Michael thats fine I will take a refund but you will have to have your warehouse guys empty out our cars, because we had already loaded them ourselves. We also assured me that it was a good thing that I didnt drive off the property because if I had I wouldnt have been able to return it. So I went inside and met Michael at the office. I asked him a few more questions about your company. Then they processed a refund and Michael apologized again and said to see him personally when I come back. My sister then meets me inside and was upset with how the warehouse employees were treating her and my father. Two warehouse workers went out to retrieve the table and chairs from our cars. Well they only sent one person at first and my father asked him to get another person because he didnt want the new cars starched.Well when they came back, they were more rude then the others. They were made that they had to UN load it. They said to my father and sister that if you are buying from the pit, that it is our responsibility to make sure that all the parts and pieces are there. That if we were rich we would be able to buy the stuff in the showroom. Once again I was blown away. So we informed Michael of the situation and he once again apologized for everything. From my understanding Bobs Furniture store Hall marks for Honesty and integrity. In my whole experience with your company in one visit I saw none of that. All I saw was rudeness, lack of customer service and negligence. Selling a piece of furniture that cannot even be called what it is without all the parts. Not only did it make me late for work, it took time out of my father and sisters day as well. As a whole I am horrified with the experience I had with Bob Furniture Store. I only wonder if Bob himself new what his stores are doing and how they are treating their customers. It should never matter if I am spending a $100 at your store, or buying from your clearance warehouse or buying a $1,000 table set, doesnt make a difference I am a customer. I myself have worked in retail for the past 15 years and have never had this experience. I will never show at Bobs Furniture again and will make sure I spread the word on this experience. I have already contacted the Revdex.com in regards to this. I would appreciate a contact back in regards to this ghastly experience.Desired Settlement: Would like some type of resolution for why they treated their customers this way. Scott

Business

Response:

Good Morning Revdex.com,

Our records indicate that our customer has been contacted

directly by our business (11.19 -11.21.2015) and offered an avenue for

resolution on this concern.

We are truly very embarrassed about the overall poor

interactions the customer and their family members cite to have experienced

during this transaction and we assure our customer that we have taken the

appropriate steps to address these concerns internally. Our greatest loss is

and will remain loosing our customer’s trust in our business. We do hope our

customer can accept our deepest apologies for our failures.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Good afternoon,

Review: I purchased a coffee table with matching end tables and a 8×area rugI chose to rent a truck and pick up the products from the store because it was significantly cheaper than the delivery cost and I am working with a budgetI get the call to pick up the items and when I get home I realized they gave us the wrong rugI called customer service they give us a delivery date to deliver the correct rug and all is well I thoughtThe delivery date and time comes, I didn't work to stay home to receive the rug, and I get a call that the truck is on the way to the house but they don't have a rug on the truck..I wait for a call back and no one callsI call customer service again and they say they can deliver the correct rug this Tuesday however I work week days and I couldn't take another day off for a rug that wasn't comingAfter I inform the representative that I don't want the rug next week I want it tomorrow he tells me delivery is full for tomorrowThis is a huge inconvenience and I expect my order to be a priority at this pointAfter going back and forth he then tells me the rug is on back order for another two weeksThis whole ordeal has been ridiculous especially since the salesman told me this rug was currently available when I paid for itOn top of that the coffee table is warped and because of this there is a huge gap between the wood panelsI am tired of being on hold and calling customer service and people who are unable to help meI want my coffee table to be replaced and the rug I ordered and I don't want to wait another two weeks for itThe holidays are here and I was told I would have all my merchandise by now.Desired Settlement: I would like a new, unwarped coffee table and the correct rug I ordered along with a discount on my bill for the inconvenience this company has caused
Business
Response:
Good Morning Revdex.com,
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errorsIn most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to accepting the merchandise they are taking with them in
the condition its inWe made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointmentWe further apologize for any product
concern the customer is now reporting on the table
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centersWith the operation of an online
store as well as over retail locations it is entirely plausible that our
stock has depleted since the customer's order date of
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for (a Saturday)While I
understand the customer's perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost
In
response to the customer's report of the damaged table I have arranged to have
an even exchange of this item completedWe do not have any remaining stock of
this coffee table to supply the replacement until on or after As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
so that they can secure that date should they want it for
the table exchangeIf the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015)
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales orderWe look forward to earning our customer's complete satisfaction on
12.12.2015/and apologize again for the aggravation we have caused
our customer to experience overall
Kindest Regards,
Stephanie AG[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Review: I purchased two of the same beds in July of 2013 they were delivered the first week of August two weeks later one of the beds cracked a tech came out and took pictures and said it had to be reviewed. I had never heard nothing so for months so finally I called in November they said the bed was discontinued and they apologized for not calling I was given a store credit to pick out another one so I took the hour drive back to the store to choose another. Was supposed to be delivered but we had a snow storm and it was rescheduled mean time the other bed broke same spot now mind you my son literally weighs 38 lbs and it broke really? So I called was asked to take pictures of it and send it in it took 72 hrs I had to call back I did was told to come pick out another went to the store again was not given any respect at all by sales clerk. I picked out two different beds so they both would match. They were supposed to be delivered today 1/22/14 when they came to deliver the driver called saying they couldn't pull in my drive way because there was snow in the driveway well sorry to was drive able. I told the driver to leave my product at the street I was going in together the defective junk he drove away as I walked I called the store talked to a manger told them the situation and I wanted my money back and I was coming up there with the 2 beds. I was told to contact cut serv was put on hold for over 20 min so I hung up drove up there again and demanded my money was told to wait again and then after 15 min was told I had to wait 14 days for a check I asked for proof of return for my beds and was denied. The manager [redacted] was very rude and disrespectful told us to keep our comments to ourselves. I asked again for proof and was told in 14 days I'd get something in the mail. I am not sure how customer satisfaction works but I'm sure this is not the way.Desired Settlement: I would like the refund for both twin beds purchased the goof proof purchased on both beds and delivery charge.

Business

Response:

Good

Morning Revdex.com,

Our

records indicate that this customer’s request for refund has been fulfilled;

the final refund was created and credited on 1.25.2014. If [redacted] is in need of

further assistance for any other reason we will gladly help her. Please pass my

apologies to [redacted] for the poor experience she has had with this purchase.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: About 2 years and 4 months I purchased a sofa and love seat from bob's discount furniture located in [redacted] MA

The set was about 2000 dollars and it said that it was 100% genuine leather and we also purchased the [redacted] insurance

Around 8 months ago the set started pelling from all the inner sides and we also noticed discoloration all over the seats

We went to the store in [redacted] to express our disappointment to them. We were told to call the [redacted] because they are the ones who are supposed to handle our claim

We called the [redacted] and to our chock we were told by them to go back to the store because they only handle accidental damages and that what we described was manufacturing problems

So today I called the corporate office in CT to ask for their help

I spoke to the representative and explained to her my problem and again I got the same answer sorry there is nothing we can do for you so I asked her if I could speak to a manager and again the manager gave me the same answer "sorry there is nothing we can do for you"

I am hoping that you can resolve this problem for me because I paid a lot of money for what I thought was good quality since it was advertised as 100% genuine leather just to be stuck with ruined furniture

Please resolve this problem for me because I feel cheatedDesired Settlement: I just need refund so they can take their furniture and I get my money

Or at least a replacement even though I am afraid the same problems will occur again

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to this customer for the

inconvenience their product is causing them.

I am unable to locate a Bobs Discount Furniture Account with

the information the customer has provided to you. In order to perform further

research and verify exactly what product type this consumer has I will need

knowledge of the correct account information.

Please ask that this consumer respond with at least one of

the following types of information:

-Telephone number listed on account

-First and Last name of the account holder

-Original delivery address of the merchandise

-Sales invoice number as depicted on the original sales

receipt

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

Hi dear

The name on the account is [redacted]

The phone number is ###-###-####The address is [redacted]

We looked for the receipts but we could not find them

Is there any other way to prove that we bought the set.

Business

Response:

Good Afternoon Revdex.com, Please pass on my thank you to our customer for providing the account phone number. I was able to locate the original sales order using this information and verify the living room set in question. We again apologize to our customer for the disappointment they are experiencing with the set. Can you please request that the customer provide photos thru the Revdex.com channel they have opened up for this concern? After reviewing a minimum of four (4) photos with our Service Manager we can respond to our customer with what, if any, options we will have for further resolution. Please send at least: (1) Photo of the Sofa from a distance (1) Photo of the Sofa at a close range –showcasing the ‘peeling’ concern(1) Photo of the Loveseat from a distance (1) Photo of the Loveseat at a close range –showcasing the ‘peeling’ concern Kind Regards, [redacted]Bobs Discount Furniture [redacted]

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies to our

customer for the disappointment they are currently experiencing with this

product. I thank them for sending the photos over as we requested.

Our records indicate that this

sofa was delivered to our customer on 7.11.2012 and this concern was first

reported to us on 11.18.2014. At that point the Bobs Discount Furniture (1

year) Warranty had expired on the merchandise. The customer did purchase the

[redacted] protection plan which, as its name depicts, offers coverage against

accidental concerns causing damage to the furniture. When the plan was sold to

the customer in 2012 it did not grant an extension on the manufacturing 1 year

warranty offered through Bobs Discount Furniture and expressed on the original

sales receipt.

I have listed an extreme courtesy option below for

this customer’s account. We do try and offer a willingness to resolve our

customer’s concerns whenever possible; I have updated our customer’s account

with this one time courtesy option

for resolution.

Resolution Option:

We have provided our customer with

a store credit for the amount they paid us on their living room furniture &

[redacted] Protection Plan. The customer may use this store credit (within the

next two months exp. date: 2.10.2015) to reselect to another set. Should the

customer wish to have the new merchandise delivered to them it is fair and

adequate to expect that the customer be charged a new delivery fee at the time

of the new sale. We will offer to cover the cost of removing (and disposing

since we cannot re sell it) the current merchandise in the home.

The open credit number the

customer may provide to their new sales person is: [redacted].

The total amount of this credit

is: $2,197.99.

We sincerely hope that our

customer finds this option satisfactory and we apologize to them again for the length

of time they have had to spend on their furniture concerns.

Warm regards,

Bobs Discount Furniture

Review: On June 19, 2014 I purchased several furniture items from Bob Discount Furniture Store. Mr. [redacted], the Sales Associate assured me that the furnitures would be delivered on 06/21/2014 or the latest 06/23/2014. I told him 06/21/14 would be fine but on 06/23/2014 the delivery would have to be 3PM or later.On 06/22/14 Mr. [redacted] called to confirm that they would deliver on 06/23/14 at 2PM. I told him that time would not be convenient but he insisted there was nothing else he could do. I asked to speak with the office manager, Mr. [redacted]; of course, he wasnt helpful because the furnitures were delivered at 1PM.This type of customer service is unacceptable and should not be tolerated under any circumstances. I had to pay my neighbor (his hourly wage) because he left his job for an hour to meet the delivery team.Desired Settlement: I am requesting a refund of the delivery fee in the amount of $229.99

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize we were unable to accommodate your request for delivery after 3pm.

Our delivery is an all day service and whenever possible we make every attempt to honor specific delivery timeframe request. Our routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request. I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time.

The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements. We are unable to refund this charge however, I will inform store management of your concern with the sales associate.

Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed.

Review: I ordered a sectional from Bob's in 2010 which arrived and I was happy with. Three years later I ordered a set of bunk beds for my 4 & 2 year old. Bob's came out on time and put them together, no problem. In June 2013 I called to have my couch cleaned, my child had exploded a marker on it. Bob's set up a day and time however did not show. I called and was told the paperwork had actually never been filed, no one was coming out. For three weeks the same thing happened every week, I missed alot of work. Eventually they came out and cleaned my couch, put the furniture back together and left. Two weeks later I was moving and when I took the cushions off discovered MOLD. In the same day the bunk beds where being disassembled and reassembled at our new home. However, not only were the screws in them stripped to the point where they could not be taken apart only half of each bed was put together with screws, the rest had NO hardware. My children could have been crushed in their sleep! When I called I was furious, all I could think about was my children being injured and the unusable couch. I was promised someone would come fix it asap and for three weeks played the stay at home and wait game while no paperwork was actually filed. This seems to be common. At one point I was actually told that since it had been three weeks my time frame was up and it was no longer their problem, WHAT?! Eventually, I was sent a $150 gift card to make up for having to buy screws ( yeah, because I will shop there again! ) and told new cushions were being ordered. It has been three months, today I called and was told there were notes but no cushions were ever ordered! I am unbelievably disgusted. I have not been able to have people over to sit in my home for 6 months since I am missing cushions!Desired Settlement: Something needs to be done that isn't a $150 gift card. I will never shop there again. After reading reviews and talking to family members who have used this company it seems this is how things are just done there.

Business

Response:

Good Afternoon [redacted],

I am so sorry for the concerns you have experienced with your products from Bobs Discount Furniture. I can assure you that Bobs cares very much for each and every one of our customers and failing our customers is not the usual way we complete our business.

After reviewing you account in depth I believe you have confused the [redacted] Company with Bobs Discount Furniture. Our records reflect that the [redacted] company came out to clean the stain on your sofa in October of 2013. I apologize that you had to contact them so many times to complete the cleaning of your sofa, however Bobs Discount Furniture is a separate company from [redacted]. I cannot apologize enough for the lack of care you have received from [redacted] and it surprises me that your service from them went so poorly. Furthermore your account indicates that Bobs, not [redacted], has covered the cost of replacing the parts [redacted] left you unsatisfied with. Even though Bobs and [redacted] are separate companies, we sell this Goof Proof plan to our customers and side with our customers when the plan has failed them. In your case we have already gone above and beyond our normal processes to assist you when a third party company failed you.

Concerning the parts we covered and ordered for you, it is embarrassing that you were told the parts were never ordered because I have located that order in our system myself. This is an opportunity for agent coaching that I genuinely thank you for bringing to my attention. Your parts were ordered as promised on October 16, 2013 and shipped to the address listed on your original sales order. In fact, I even have a [redacted] tracking number for those parts because they were sent to your original delivery address on November 26, 2013 from our CT distribution center. Here is the [redacted] tracking number for your reference: [redacted]. You can still find information to confirm this shipment on the [redacted] website. I am very sorry we sent those parts to the wrong address; we normally go by the original address on the sales order unless otherwise informed by our customer.

As of yesterday (December 30, 2013) your account reflects that you have spoken with us and we have taken responsibility for the original parts being shipped to the incorrect address. In order to make that failure right we have placed a new part(s) order that is being shipped to your new address. Here is the new service order number reflected in our system for your parts: [redacted]. Given the cost of these parts being ordered twice after a separate company failed you I can’t think of anything else we can do to prove that your concerns with your sofa are important to us. As this is a shipment coming from overseas and we are trying to gauge when the vendor may load these products, we provide you an estimated arrival period rather than an exact date. We expect to receive these parts at our CT distribution center around the end of January 2014 through the beginning of February 2014 and will [redacted] these directly to your updated address as soon as possible after that. I have provided our parts department your email address and you should expect to receive a [redacted] tracking number once these parts leave our CT distribution center.

Your bunk bed was delivered on 02/02/2013 and the first time we were made aware of your assembly concerns was on 10/08/2013 after the bunk bed had already been disassembled and moved to a new address. Bobs Discount Furniture operates on core values such as integrity and responsibility; we uphold such values during the time of delivery and assembly. I can assure you that we do not intentionally assemble and leave merchandise in our customer’s home that could later cause a liability concern. The manner in which you allege we assembled your bunk bed was not brought to our attention until nearly one year after that assembly and we were provided no opportunity to inspect this alleged failure prior to the bunk bed being taken apart and reassembled by some one else. I absolutely empathize with you in regards to this being your children’s bedroom furniture and I apologize that your product caused you any type of stress or worry for their safety. If the bunk bed was assembled as poorly as you have outlined I truly believe that you would have reported this product’s failure much earlier on. Please understand that given the details of this scenario, time line of report, and no opportunity to confirm defects or poor workmanship, Bobs Discount Furniture normally has little to no recourse to offer. Because Bobs cares so much for our customers we did the best we could to side with you and take your word for these concerns being a fault of ours. As you indicated delivery/assembly was our failure we provided you two and ½ times the amount you paid for delivery in a store credit. I apologize that this is not a resolution you found satisfactory but your account history indicates that Bobs Discount Furniture has done all we possibly can to operate fairly and in your favor given the specific details of your claims. In the future, we would like the opportunity to satisfy you with new merchandise and prove to you that we have built our business by extending care to all our customers. The gift card you have received has no expiration date and can be used at any of our retail stores for cash and carry items such as accessories, lamps, accent tables and framed pictures. You can also use this gift card in any of our ‘pit/clearance’ locations for cash and carry merchandise.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased an office chair from Bob's Discount Furniture and within one week the chair was broken from normal usage; the arms were broken, which caused structural issues for the rest of the chair. I called Bob's to have an inspector examine the chair and he stated that it is broken beyond repair, and that it was NOT due to negligence. However, in his report he stated it was broken due to negligence, and that Bob's would not compensate me. They reported that they would not compensate me but would only fix the broken chair, which the repairman said was beyond repair, and he told me to throw out. I feel this is duplicitous and fraudulent business practice and is victimizing a consumer who has acted in good faith by paint them in full and intended to purchase a chair of fair value, not an inferior product.Desired Settlement: I want to be compensated for the full value of the chair.

Business

Response:

Good Afternoon Revdex.com,

I am very

sorry to learn of [redacted]’s concerns with this chair. We do understand our

customer’s frustration and have gone above our technician’s report to offer him

an option for resolution. I assure [redacted] that Bobs Discount Furniture

genuinely cares about resolving our customer’s concerns and we have provided

[redacted] with a direct example of this care. I also apologize that [redacted]’s

version of what transpired at the time of service is different from the report

we are being provided and I have taken the appropriate actions to ensure our

technician is followed up with on this complaint.

Our records

reflect that on 6.04.2014 (yesterday) we entered a replacement part order for

the arms on [redacted]’s chair. The chair may have not been repairable during the

initial inspection but with brand new factory fresh parts (new arms), installed

by a professional, in all reality the chair will be in better condition then it

would be coming off of our assembly line for a new delivery attempt as it is receiving

one on one attention.

We

continually resolve our customer’s product concerns with replacement parts and

quality installations; we also hold great pride in our technician’s abilities

to satisfy our customers. We do take responsibility and owner ship for the

product failure our customer is experiencing and we most certainly can speak

with [redacted] about compensation. Right now our main goal is to ensure our customer

is completely satisfied with the merchandise he has purchased from us and we

currently have the part order scheduled to resolve his concern. Once the new

parts have been installed by our technician [redacted] will have the opportunity to

speak with a Customer Care Agent prior to our technician leaving his home. I

have notated [redacted]’s account to state that compensation for the frustration [redacted]

has had to endure should be discussed with him after we have brought his chair

back to better than showroom quality.

I apologize

to [redacted] again for the disappointment he has been dealing with and thank him

for providing us with this complaint so that we can always work to improve our

customer’s experience.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: 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: While shopping for a new dining room set and sofa for a new home, the sales associate, Kristen C[redacted], at Bob's Discount Furniture in [redacted], **, reassured me that I could return for any reason within 30 days. That was the major reason why I made the purchase. I rented a truck and went back to [redacted], ** to return the purchase because it did not fit the space, Kristen C[redacted] said I could not return it because it was delivered. This is the same person that sold me the furniture and told me that I could return for any reason within 30 days. The manager was also unable to help me even though their sales associate made claims that were untrue about their policies in order to sell their merchandise. This is a horrible sales tactic.Desired Settlement: Refund for merchandise.

Business

Response:

Good

Afternoon Revdex.com,

Please pass on our sincerest apologies

for any type of confusion present during the time of this sale. We will

certainly address the allegation made directly with our sales associate and

this retail location. The policy and procedures page (commonly signed by the

consumer before the close of the sale) outlines that we do not offer a refund

on orders once they are delivered or picked up.

As our customer asserts that the

merchandise was being returned due to it not fitting into the space properly we

are happy to offer the customer a store credit for the price paid on the

sofa/chaise kit so that they can visit one of our showrooms and re-select to a

different item that will suit their needs better.

In addition to this offer we will

further apologize to our customer by proposing to cover the cost associated

with delivering the new selected item and removing/disposing of the current

item they have on the same date.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a Bedroom set with a Mattress and box spring from Bobs Discount Furniture June 29, 2005. My mattress and Boxspring has a 20 year warranty against manufacture defects and damage to the mattress from normal wear. I purchased this mattress for that reason due to me having back surgery and having problems with my back. I also purchased the extra warranty Goof Proof. I have been in touch with Bob's and told them that my mattress has a lump in the middle of my mattress along with two big dips on both sides of the mattress. They told me that I needed to contact Goof Proof. I have filed a claim with them and they told me that their coverage does not cover that that it was a Manufacture problem. I have called Bob's several times and have been told since I do not live in there area no longer that there is nothing that they can do. NO WHERE IN THE PAPERWORK DOES IT SAY I MOVE OUT OF THE STATE OF ** IT WAS NO LONGER COVERED. I m having severe back pain evry morning when I wake up. I am up through out the night. I do not have the money to purchase another mattress nor should I have to when this is covered under warranty!!!Desired Settlement: If they will not replace my Mattress and Box Springs than I want to be reimbursed the amount that I paid which was $1598.55

Business

Response:

Good Morning [redacted],

I am truly sorry for the discomfort you are experiencing with your bedding. I can completely understand your frustrations and assure you that Bobs Discount Furniture wishes to help every customer who has a concern.

Our records reflect that you took delivery of the ‘Bobby Bear’ mattress on 06.29.2005 and we initially visited your home on 09.25.2007 to inspect this mattress for ‘dips’. The technicians report from 2007 reflects your mattress warranty as being void due to the mattress and foundation having staining and a rip. As of the date 09.25.2007 you no longer had any manufacturing warranty coverage on your mattress as any rips, stains, tears, or burns void the warranty. I don’t believe you will find that information listed on your original paperwork as it is not a specific policy of Bobs Discount Furniture, it is a rule we abide by from all bedding manufacturers directly. We currently have signage in all our stores ‘Sleep Zones’ stating this information as this is not a policy that Bobs can overturn. The reason we try our best to sell all our customers the Goof Proof mattress protector/pad is to eliminate the occurrence of their warranty being voided due to stains, rips, tears, or burns.

If your mattress does not have any staining or rips as reflected in our report then I will ask that you please respond to this claim attaching current photos of the mattress and foundation. Please send a minimum of two (2) photos – (1) Standing at the foot of your bed facing the mattress with all sheets and bedding protectors/pads removed. (1) Of the foundation standing at the foot of your bed with the mattress removed. I would like to do anything and everything in my power to assist you and having pictures to verify warranty status and proper support of your mattress will strengthen my abilities.

Mattress humps, or ridges can occur in even the most expensive, top-of-the-line beds, resulting in uncomfortable nights. Mattress humps are not only unsightly in appearance but, over time, can cause back pain. The hump is usually in the center of the mattress, because most couples and individuals tend to sleep on the same side of the bed, rarely using the middle of the mattress. Constant wear of the same sleeping spot causes the mattress padding to compress, forming indentations. The factory warranty doesn't cover this uneven wear; however, there are some simple steps you can take to lessen mattress humps, and prevent new ones from forming. As this is a popular consumer concern that most furniture retailers face daily there is vast information available on the internet regarding rotating your mattress, using a bed board, etc. Mattress manufacturers do not warranty products against normal wear and tear.

I also apologize that we seemed to refer you to your Goof Proof Company somewhat under educated on what your mattress pad protection plan actually covers. That was unprofessional on our part and I thank you for making me aware of our training failure here. Bobs cannot cover accidents that are caused to any product as a result of the environment or customer(s) so we offer various types of furniture protection plans to aide our customers when an accident (such as a stain or rip) presents itself. The mattress pad protection you have is through the Guardian company. This is a third –party protection plan that offers you protection against staining, ripping, tearing, or burning your mattress. Your protection plan is still valid until 06.29.2015. Regrettably if your mattress was initially stained or ripped in 2007 you will not be able to use this plan because they require you report all claims within five days of the occurrence.

I would like the opportunity to see photos and try to work with you further in resolving your concerns.

Hoping to hear from you soon,

Bobs Discount Furniture

Customer Care Corporate Liaison