Bob's Discount Furniture

Review: Bob's originally shipped a defective bed set that had cracks and chips along the side rails as well as a portion of the headboard that was not painted. I called to get the issue fixed and they delivered a new bed set a couple weeks later. this time the headboard they sent was broken in numerous places. I called customer care to simply cancel the entire order and I was told I could not cancel the order and if I wanted I could have store credit. They told me I could accept the furniture as is and get a $27 gift card based off the damage (and lose the warranty) or have a service tech come out and attempt to fix the bed. The service tech came out and did an absolutely horrendous job and made the headboard worse. Called customer service again trying to cancel the order and they told me I would have to accept the bed as is or have a 4th delivery with a new headboard. Bob's sent out another headboard a few weeks later that was acceptable. The manager told me once the 4th attempt was complete I would be compensated with a Bob's Gift Card and when I asked what type of gift card he said "Sir, we can not discuss the amount of the gift card but I can assure you this gift card will not be a $25 or $50 gift card it will be substantial." After accepting the fourth delivery we call to get our "compensation" and they tell us they will give us a $50 gift card for our time. This company continuously failed at providing a quality product and lied over and over again about the process.Desired Settlement: I would like the company to be held to what it says it will do and be required to send product that isnt defective and if it is defective fix it within a reasonable amount of time.

Business

Response:

Good Morning [redacted],

There are no amount of apologies that I can offer to convey how terrible I feel after reviewing your account and seeing the many failures we have caused you. It is outrageous that you had to put so much effort into getting an acceptable product from us; I assure you this is not the impression we strive to leave our customers with. Here at Bobs Discount Furniture we pride ourselves on core values such as responsibility and integrity and it is obvious to me that we did not convey those values to you during this experience. I truly hope that I can rebuild this relationship and keep you as a Bob’s customer.

We are fully accountable for delivering you damaged product. In any business there is no excuse for having to repair or exchange damaged merchandise several times just so you can fully enjoy what you’ve spent your hard earned money on. There is no question that we owe you more than just apologies [redacted] and as you have had little to no control during this horrible experience I would like to offer you two (2) options for compensation and allow you to select the option you prefer.

Option (1): We can process a monetary refund to your original method of payment for $100.00 and mail you a $100.00 gift card to Bobs Discount Furniture.

----------------------------------------Or--------------------------------------...⇄ />
Option (2): We will mail you a $200.00 gift card to Bobs Discount Furniture.

Please respond as I am eager to help you resolve this problem. I am so sorry that you didn’t receive the level of customer care you deserved and had to spend more time filing this complaint. If you find one of these options satisfactory please respond with your choice and I will process the transaction as soon as possible.

Thank you for your time and bringing these failures to our attention so we may continue to grow and provide a better customer experience.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] (Social Media Specialist) contacted my Fiance yesterday and gave us a different option that we have accepted.

Sincerely,

Review: I had a tv stand delivered and they put a 15x15 hole and a 3x3 hole in my wall. I called them six times only to receive a claim number and they say someone will contact you. It is now ten days later a still no phone callDesired Settlement: I want them to pay for the damages and repairs

Business

Response:

Good Day Revdex.com,

I have spoken with Mrs. [redacted] this morning (10.01.2014)

and have provided her with my direct information as I will be personally

ensuring our customer’s property claim gets the attention and resolution it should

have been receiving from the very start. We are sincerely sorry our valued

customer has had to deal with any stress and frustration after the damage that

was caused to her residence and we assure Mrs. [redacted] that her complaint is of great importance to us.

Thank you for the opportunity to make this failure right,

Bobs Discount Furniture

Review: New product was delivered damaged. Loveseat and couch were delivered late and unassembled. While monies were paid back as restitution for the week late delivery of unassembled product were made ($50 return of $100 fee), no follow up has been made regarding claim to have damaged product replaced, repaired or portion of cost refunded. A formal complaint with Bob's Furniture was initiated by email and telephone protocols in early September; followed up by Bob's with a response email. Upon returning email with images, as directed, there has been no follow up to make an attempt to reconcile this complaint.

In addition, the purchase of a "[redacted]" repair contract was bought. Due to delivery of damaged goods, neither the original contract to deliver a non-defective/undamaged product, nor the repair contract are being adhered to.Desired Settlement: Either replacement of love seat, repair of damaged love seat to "like-new" condition, or monies back to compensate for delivery of damaged product (amount to align with cost of repair and/or removal and delivery of replacement). This furniture is for a vacation home; therefor being on-site during Bob's noted standard delivery and repair day in [redacted], ** location cannot be accommodated.

Business

Response:

Good Morning [redacted],

My sincerest apologies that you haven’t received the follow

up your claim rightfully deserves from our company. I assure you that resolving

our customers concerns is extremely important to us. I have placed two options

below for your review and you may respond to me directly through this channel. As

I am unable to view the photos you sent and won’t dare to ask you to spend any

more of your own time on getting this resolved I am uncertain if the damage is

repairable and have listed options for exchange or discount.

Option 1:

Our records indicate there is a ‘Property Manager’ named ‘[redacted]’

on site for receipt of a delivery. We can offer to replace the affected item

with a factory fresh version and select a date that is most convenient for you

and/or your Property Manager to accept this exchange.

-Or-

Option 2:

It is certainly not within our normal practices to deliver

damaged merchandise and then throw empty monetary amounts at our customers for

resolution as we truly would prefer to get you the product we guaranteed you in

good condition. It is my understanding that after reviewing your concern in

full it may be the avenue you see fit so I will make monetary offers of further

discount off the affected item.

We are unable to honor any remaining warranty after a

product has been further discounted (off of our already discounted retail

price) past 20%. Please see below for the sub offers of Option 2:

Option 2A: Your manufacturer

warranty through Bobs (5 Years) remains in tact and we provide you with a 20%

refund based off the monetary amount you paid for the affected item. We will

not offer service for the damages you are receiving the discount for. Future

services can be offered within the guidelines of your warranty.

-Or-

Option 2B: Your manufacturer

warranty through Bobs (5 Years) is voided and we provide you with a 30% refund

based off the monetary amount you paid for the affected item. With this

scenario we will also provide a partial refund on the price paid for the ‘[redacted]’ plan (based off the affected item now being considered a clearance piece

because of the actual price it is being sold to you at). Future services will

not be offered on this specific item for any reason as there will be no

warranty coverage at all.

Our records indicate that your refund of $50.00 was

processed back to your original method of payment on 8.30.2014 at 11:07am. Our

system shows an authorization number of [redacted] and I would suggest you

provide your bank with this number if they have not fully processed the refund

to the card as of yet. As our system indicates no issues with this refund being

made I would not expect that you would have received a specific follow up for

this compensation transaction. I apologize if there was any confusion set forth

on our end that you would be receiving follow up on the refund transaction. You

absolutely should have been called by us for follow up on the product concern

and I further apologize that you had to escalate your concern so highly in

order to get it properly recognized. Thank you for so blatantly pointing out

our failures so that we can improve our overall business. I look forward to

your response through this public channel letting me know how you would like to

proceed as I am eager to help you resolve your concern. If you are accepting an

option please ensure it is explicitly clear what option you are

satisfied with so that I can create the paperwork and have our offices follow

up with you in the most efficient manner.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hi S[redacted], or whom else this may concern,

Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.

Review: We purchased a king sized mattress, split box spring & king size mattress protector on Sunday, October 5, 2014 from Bob's in [redacted]. They were out of stock of the mattress protector so they told us it would be delivered with the mattress on Tuesday, October 7th. They also assured us that our old mattress and box spring would be taken away with the drivers making this as easy as possible on us.

We called them on Monday to get a delivery time for Tuesday and they told us that they were not delivering it on Tuesday but on Wednesday instead. Okay, fine. They deliver the mattress Wednesday morning, no mattress protector & they did not take our old mattress.

When we called customer service, they fought with us about how we needed to pickup the mattress pad or wait 7 days & pay for shipping. How is it that my day must be inconvenienced because THEY didn't do their job? She then told me that they couldn't take our old mattress because there was a blood stain on it and that was a health issue. The mattress is 30 years old, I've spilled everything from coffee, to red wine on that thing over the years but I definitely did not hemorrhage on it.

None of this was disclosed when buying the mattress. No one told us, "If the mattress is stained, we won't take it." Or "If we forget to put something on the truck, YOU have to pick it up or pay separately for shipping." If this was the case, we would never have bought from Bob's in the first place.Desired Settlement: We paid for specific services that were not provided. We should have some of our money credited back to us.

Business

Response:

Good Morning Revdex.com,

Please

pass on our apologies to our customer for the poor experience they feel to have

endured overall during this purchase.

Our

records indicate that the mattress protector has been canceled and refunded to

the customer’s original financing account. While I agree with our customer that

the [redacted] fee should have been waived and will certainly follow up with out

retail location regarding the exception I feel should have been made, we are

unable to offer further recourse on an item that no longer exists on a sales

order.

While we

do disclose to remove old bedding during the delivery of a new bedding sale it

is an appropriate business practice that we trust our delivery drivers to make

the determination as to whether the old bedding is toxic to the other customer’s

merchandise on their truck. Regardless of what the customer states the

substances are on the mattress we cannot force a person into accepting receipt

of a mattress they personally and professionally feel at risk with. We stand

behind the choice of the delivery team to remove the old foundation but not the

old mattress.

As a courtesy,

I have created the necessary transaction to refund ½ of the customer’s delivery

fee charged on this sales order. The specific service of delivering the new bedding

was provided as originally promised to this customer. This may take one full

billing cycle to show up on the customer’s financing account but has been fully

processed from our end.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I bought a bedroom set on May 30th this year customer service messed up the delivery time request I had to cancel delivery and request another delivery time . The delivery finally happened on June 10th. The furniture arrived damaged so we requested a tech come out to repair it all the parts are on back order for this furniture. Bob's set up another delivery for the June 17th which [redacted] a customer care person canceled on me so delivery was set for June 18th. The delivery people arrived with one dresser there was supposed to be 2. The delivery people had to take parts off the dresser we had to make the exchanged dressed useable as the delivery people carried the dresser up the stairs they hit the banister and put a whole in the back. We agreed to yet another delivery which came today the dressers were the wrong color with visual damage. My husband spoke to a manager and we were told that we could not return the furniture that once it was in the home we owned it. We don't want it we want to return it and go to another furniture store to buy something else . This whole situation has been very stressful for me . I want them to take the furniture and I want to close my account with them. The manager said we could pick out something else which is out of the question they sold me crap and I don't want to go back and purchase more crap. All I want is to have them take this furniture and close my account and I am done with Bob's Furniture. Any help you can give me with situation would be helpful. Thank you [redacted]Desired Settlement: The furniture taken back our account closed with $0 balance and to end customer relationship with the store

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies

for the multiple failures that occurred to cause our customer to become so disappointed

in us. As of 6.26.2015 this account reflects an interaction with one of our

Customer Care Leads and the customer’s requests have been met. At this time we

consider this complaint closed and apologize to the customer once again for any

and all inconveniences that we caused.

Kindest 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 purchased a bunk bed for my children less than 3 years ago. The head board from the bottom bunk completely collapsed. I called yesterday to file claim. First off, The representatives that I was speaking to were extremely rude and inconsiderate & my call was transferred to a million places! I explained what occurred and told them that the bed had collapsed, mind you my children were in bed! I waited and waited and finally a representative came back on the phone and told me that this wasn't covered due to me moving ( which is no where in the contract) and this not being an accidental occurrence! I am very unhappy. I don't understand why they are selling furniture that collapses and why are they making consumers purchase warranty that covers nothing! I purchased this bed in 2012 and I paid for 5 years coverage.Desired Settlement: All I want is my children to have a bed to sleep in. I want it fixed at no charge to me since I purchased a protection plan.

Business

Response:

Good Morning Revdex.com,

Please pass

on our sincerest apologies for the disappointment our customer cites to be experiencing

with this product. We also send our best wishes to her and her children as I’m

sure this scenario came as quite a shock. While we acknowledge this consumer’s

concern and wish we could help further we remain regretful that we currently

have no recourse to offer relating to this concern.

I am unable

to find any bunk bed purchase with the information this customer has provided

thru this complaint, therefore I am not able to confirm the actual purchase or

what type of protection plan the customer is alleging to have obtained at the

time of sale.

Working off

of the information the customer has outlined here I can convey that in the year

of 2012 Bobs Discount Furniture offered a protection plan called ‘Goof Proof’.

As its name depicts the Goof Proof Protection Plan is designed to cover a

variety of accidental occurrences of damage. The sales flyer/trifold we provide

as well as the sales receipt expresses in writing that this coverage is honored

through a third party company called Guardian. Should this merchandise have

been delivered in 2012 as the customer outlines the factory defect warranty

thru our business directly would have expired in the year 2013 meaning there is

no coverage remaining to assist this consumer directly thru Bobs Discount

Furniture.

Again

assuming that the information is all correct as outlined in this complaint by

the consumer, if the consumer moved from the original address then the bunk bed

would have had to be disassembled from the address we delivered it to and reassembled

by someone other than Bobs Discount Furniture at the new address. As our

business was not present at either the disassembly or reassembly cites we are

not able to take responsibility for the current condition or structural

integrity of this bunk bed. I believe this is what our Customer Care Agent may

have been attempting to convey when communicating the fact of moving the bunk

bed affects our ability to directly assist in this individual scenario.

Bobs

Discount Furniture truly wishes that we could help every customer who has a

concern and we apologize again that we have no recourse to offer in this

specific scenario.

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First off. Your apologies are super irrelevant and not needed. Your apology isn't doing anything for my daughter, who should be sleeping on her bed. Secondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered. - yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do so. I moved about 4 months ago and I think if they would of assembled it incorrectly it would of fell apart right there and then. Also, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changed. I did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for 5 years. I also called Guardian and the representative told me that since this wasn't accidental there is nothing they could do. So I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representative. In frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidental... Her answer to me was, "yes" I just think that was absolutely ridiculous. Now, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actions. I will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!

Business

Response:

Good Morning Revdex.com,

The fact remains that the bunk bed being disassembled and

reassembled by someone else does play an obvious part in the structural

integrity and current condition of the product overall.

Provided that again, I am not being given the consumer’s

account information I can only respond off of the general information that the customer’s product has no remaining

warranty thru Bobs Discount Furniture and the protection plan the consumer acquired

does have specific terms and conditions that all consumers alike are expected

to adhere to.

The customer has chosen not to provide me with any account

information to look up her records with, should the customer wish to provide me

with her account information (sales invoice, delivery address, or telephone

number) I’d be more than happy to look into this concern further and see what,

if anything, we are able to offer. Should the customer wish for us to look

deeper into this we also require a response, via this Revdex.com channel, with photographic

evidence depicting the concern the customer asserts is not the result of a

complete reassembly that was done by a third party company that Bobs Discount

Furniture did not contract.

We are regretfully still unable to make any offers at this

time based off the extremely general response the consumer has chosen to

rebuttal with.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have a warranty on a twin mattress that now has a sink hole in the center. Bob's sent a technician to "measure" the hole. The hole is not visible to the eye as this is a memory foam mattress that I paid $500.00 for plus taxes etc. The technician refused to sit on the mattress or lay on the mattress to feel the hole. I called Bob's customer service department today and spoke to a customer service rep and supervisor. They told me that my claim was denied as the technician could not visibly see a sink hole of more than 1.5 inches. I advised that since this is a memory foam mattress the only way to experience the sink hole is to lay or sit on the bed. They advised that is not their protocol. How can I convince anyone on a warrantied mattress that there is a sink hole in it if they refuse to sit or lay on the mattress when this is the only way that a mattress is used. I asked to speak to the owner/CEO of Bob's and was told that "he does not speak to customers. I need someone to make a personal visit to my home to lay or sit on the mattress to experience the sink hole experience themselves so that the warranty can be used and the mattress replaced. What is the point of a warranty on a mattress, which is used for sleeping, if no one will even see what I am talking about it andDesired Settlement: I would like a new twin mattress of equal value for the remainder of my existing warranty.

Business

Response:

Good Afternoon Revdex.com,

This

customer has been taken care of on behalf of communications made today (5.7.2014) directly thru our

Corporate Offices.

Thank you

for providing us with an opportunity to make it right,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: If it seems too good to be true, it probably is- I only wish I had listened to this before making my purchase at Bobs. Having seen many advertisements emphasizing the great value customers can receive by shopping at Bobs, my husband and I decided to take a look for ourselves . We ended up purchasing a couch, ottoman and coffee table with the extended warranty. Our items were delivered and we were initially quite happy with our purchase. After a few months I noticed that the cushions on the couch would move around and were starting to sag a little. One day while sweeping I noticed something hanging down from under the couch. I called Bobs customer service number from our purchase paperwork and told them about the cushions and the mysterious item hanging in the couch. A technician came out, I confirmed the issues. He advised me that there was a bag of extra legs in the liner under the couch. He said I could keep them and left. Nothing said about the cushions. Months go by, the cushions get worse. More time passes and the cushions get bad enough to the point where I now sit on the floor because it's more comfortable than being eaten by the couch. Having a few days off I decided to call Bobs again and get the issue resolved. The order was pulled up, my product in question was verified and I was advised a technician would be coming out to re stuff the cushions. The technician arrives, sits on my couch a few times to verify the issue (although it can clearly be seen by the naked eye) and concludes that it must be because I lean into my husband therefore this is now causing th cushions to wear unevenly. He then informs me that my cushions cannot be reshuffled since they have springs and that I'm just out of warranty. I advise him that I purchased goof proof. He advises me to call customer service. Customer service advises me that goof proof would fix my couch if it were broken, but not through wear and tear of my just over a year old couch. Aren't they supposed to last longer than that??Desired Settlement: I would like my couch replaced with a new one I can actually sit on with ought falling into it.

Business

Response:

Good Morning Mrs. [redacted],

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

Sagging cushions are reflective of normal wear and tear unless, there is damage to the frame or structure of the item. The goof proof nor manufacturer warranty provide coverage against normal and wear issues. Bob's Discount Furniture prides itself on standing behind the merchandise we sell, as a one time courtesy we will replace all three seat cores to the sofa; The cores will be shipped to your home within 2-3 months and once you recieve them, please contact our customer care department if you need assistance with installation.

Your business is appreciated.

Review: I bought furniture from Bob's Discount Furniture on March 15,furniture was delivered April 14th. Within 10 days of delivery I called and complained about couch and chair making creaking noises , when technician came his prognosis was the frame in couch was broken and most likely the same with chair. Received new set within 14 days, when furniture my husband inspected furniture and we were not not happy with the same noises. My husband talked to customer service and they said we could just go pick out a different set we asked for our money back instead and they said it wasn't their policy. So we picked out a different set and the couch is broken and they are coming out to inspect it Tuesday June 30th. We would just like our money back instead of going through all these headaches.Desired Settlement: We would like our money back.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our

sincerest apologies for the multiple failures that occurred to cause our

customer to become so disappointed in us. As of 07/01/2015 this account

reflects an interaction with one of our Customer Care Leads and the customer’s

requests have been met. At this time we consider this complaint closed and

apologize to the customer once again for any and all inconveniences that we

caused.

Kindest 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 purchased the sofa, love sofa and table set dated 12/15/2013 from Bob Discount Store and paid $1955.00 including the amount $149 for insurance Goof Proof Plus coverage for 5 years. The sales person convinced me and sold me the insurance and also told me that if any damages, stains, breakage happens I am covered for next 5 years and on one call Bob discount will fix the issue, he said these sentence not one time multiple time to influence me to purchase. Since he was so courteous and pleasant we trusted him and purchased all the merchandise including insurance.

I called the BOB DISCOUNT in last week of December 2014 to claim the warranty for some minor cushion cloth rips and wood damage of table seems factory defects, and also the right arm frame of sofa broke (in addition I told them that their material is poor quality within 6 month when we sit on sofa it pokes and not comfortable its saggy). However after a 2 week of process and inspection they rejected to repair the sofa and said that they only cover accidental damages and these damages are not reported within 30 days and also not covered.

I explained them that when I purchased the merchandise the sales person never disclosed anything except that I will be covered for any damages, cuts, stains etc…. however no positive result. The representative of Bob Discount over the phone dated 01/23/2015 told me that the insurance has certain terms and conditions which they give us, and I signed the terms and conditions it’s our responsibility to understand terms and conditions since we sign it.

Dear Sir / Madam

I have the receipt and brochure which was given to me at the time of purchase none of the documents neither I singed nor I was asked to sign, I remember that couple of documents I signed I guess electronically and I was told it is regarding delivery and sale of merchandise no copy was given to me related to insurance and if they took my sign it is evident that they trick their customer as the copies I have been given has no sign of mine. I can fax / scan the documents upon request.

They have sold me poor quality merchandise on premium price along with insurance, since they are big corporation they are engaging clients in terms and conditions designed to cheat customers, No proper disclosure provided to customer to make informed decision and clearly dishonesty at the part of company.

Kindly help me to either replace poor quality merchandise sold to me or the full refund of my money.Desired Settlement: Kindly help me either repair or exchange of merchandise

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.

Another valuable portion of the protection

plan is the extended coverage offered against factory defects. As generally

outlined on the sales invoice we reserve the right to inspect the merchandise

to determine if the concern the customer is reporting is a factory defect before

granting use of the benefits associated with this protection plan. The factory

trained professional that visited the customer’s home on 1.20.2015 reported to

us that there were no factory

defects present and therefore coverage under the associated warranty cannot be

honored directly through Bobs Discount Furniture.

In an effort to assist this consumer I have

followed thru on various avenues of research and in order to move forward with

any type of courtesy offer for resolution our business requires more

information from this consumer.

#1:

There is a mention of ‘wood damage to a table’ in their complaint. When I pulled

the Guardian records associated with claim#[redacted], these records indicate

that the customer reported to Guardian that they have termites in the home that

caused the damage to the wood table. Is this the same ‘table concern’ the

customer is trying to report to the Revdex.com and get Bobs to cover?

#2:

The customer has also mentioned a concern happening within ‘6 months’? Our

records as well as Guardian’s show no report of concern until a year after the

customer held possession of this merchandise. Where or to whom is the customer

indicating they reported concerns within 6 months to?

#3: The customer’s ‘disputed amount’

pertains to their entire sales order and the Bobs Discount Furniture Technician

inspected and reported on the sofa and the loveseat only while in the home on

1.20.2015. Is the customer seeking assistance with the sofa and loveseat or are

there other concerns that have not been inspected or reported by/to Bobs

directly with the other merchandise on the original sales order?

As a business we certainly do want to help aide our customer

in any way that may be possible. We look forward to hearing back from this

customer via this mediation channel they felt necessary to open with answers to

our above questions. After their response has been received we will continue to

perform research as to what, if any, resolution we are able to provide to this

customer as a courtesy from our business.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Thank you Revdex.com.

Review: I bought a sofa and love seat from Bob's furniture in 2010 and bought a warranty for my purchase paying an additional $100 for what is known as their "Goof Proof" that covered my purchase for 5 years. At the start of this year, I reported that my sofa middle was slumped down and needed repair. I called Bob's Furniture and told that my warranty would cover the damage and that I should contact their warranty company. I contacted their warranty company in January 2015 reported the break. They needed my invoice information from Bob's furniture who said all the information needed was sent over to the warranty company. Upon following up on my case status I was told that a Bob's rep had not reached out to the division. I went to the store to express my disappointment and a Bob's technician was sent to my home to review the status of the sofa. He advised me that he would not be able to fix the chair but that their warranty company would. I called Bob's again and spoke to a representative and was told that their liason group would send the information to the warranty company. This also did not occur. I reached out to Bob's again and the warranty company sent out a rep who could not fix the sofa and as such I was given a credit. I was told to go to Bob's furniture to ascertain the reduced value of the credit received. When I went to Bob's I was told the credit was $100 and that I could keep the current sofa along with the credit or turn in the sofa. I told Bob's that the credit should be more than $100 based on the value of the sofa. Upon their research they found that there was an error in their billing based on the number of items that was purchased in 2010. They had given a lap set the value of over $400 to a lap set instead of the sofa. Once this was resolved. I was told in April/May that the new value of my credit was a little over $250 and that it would be at Bob's when I was ready to use it. I went to Bob's today to ascertain the full value of the credit and look for a new sofa I was told that the credit had expired and that a manager had voided it 3 days prior. I am told that since the warranty company is a third person but that since Bob's furniture voided the transaction I should reach out to that company. The fact is I bought this warranty from Bob's furniture. Due to their error in billing this has been a trying period and all I am asking is for my credit to be reinstated.Desired Settlement: I would like my initial credit reinstated.

Business

Response:

Good Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by August 11,2015, otherwise it will expire and again be voided.Thanks,[redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a bedframe from bobs pit. the tag was marked 799.00 and reduced to 579.00. I purchased the product because they are getting rid of this style and it was still new in the box. there was 4 of them. I got it home and it was damaged when the employee told me it was new. I the. found the bed online 2 weeks later with an original price of 599.00 marked down to 399.00. I was OVERCHARGED. they marked all the queen bed frame as kings and they were queen. im not sure if it was an error or not but the store manager told me they were all sold for thay price. I went back furious and they best she would do was give me 138.xx back which still makes the bed frame 449.00 plus tax. I am very unhappy and the store manager [redacted] treated me like garbage the entire time. please help me. this is unfairDesired Settlement: I would like the bed frame to at least be 349.00 as it was damaged and over priced and I had to drive back and fourth to the store 3 times!

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched and discussed your account with the store manager([redacted]) as well as the regional manager ([redacted]) and it seems that you have ommited a few things from your complaint.

The issue with the damage to the headboard was addressed on, 10/25/13 by issuing you a $50.00 gift card concession. In regard to being charged the incorrect advertised price (king vs.queen) we resolved that issue by refunding you $138.00 on, 11/9/13; thus making the total charge for the bed $391.00 instead of $399.00, the current advertised selling price.

Your business is appreciated however, there will be no further price reductions for this order.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

when I made the purchase from bobs I would have paid 399.00 for a brand new one rather than 441.00 and a 50.00 gift card. that is not fair at all. also the customer service [redacted] provided was absolutly horrible. she was very rude and made me feel humiliated in the public of others around me. I should at least get a refund for the 50.00 gift card. they can have the gift card back as I dont want to shop there again and quite frankly I dont think [redacted] cares about her customers.

Sincerely,

Business

Response:

Mr. [redacted],

The service you alledge to have recieved from, [redacted] has been shared with the Regional Manager and will be addressed internally. Providing exceptional customer service is a requirement for every representative of Bob's Discount Furniture and nothing less will be tolerated.

The gift card can be used at any Bobs store location and will allow the opportunity for us to provide you with the service we pride ourselves on; Unfortunately I am unable to convert the gift card to a refund.

Business

Response:

Dear Mr. [redacted],

Bob’s Discount Furniture has selected your complaint for a second review. We understand your concerns and apologize for the issues in regard to the service you allege to have received by store management as well the incorrect pricing, labeling and condition of the furniture item. Our records indicate that we have already adjusted/refunded the price you have been charged from $579 to $440.74 in addition to the $50.00 gift card concession that was issued to you based on the condition of the headboard bringing the total charge of the complete bed to, $390.74. I understand that the credits that you have received are not reflective of your desired resolution; rather than provide a $50.00 gift card concession we will refund your Discover credit card $50.00. The bed you selected has a current selling price of $399.00 however, with all the credits and concessions your final cost is $390.74. Please contact the store to provide your credit card number to complete the refund process.

Bob’s Discount Furniture appreciates your business and hopes that this offer is recognized by you as our desire to be fair and hopefully restore your faith in our company.

Review: DO NOT PURCHASE THIS "Goof Proof" PLAN!!! I hold Bob's responsible for pushing this plan on their customers. I was on hold for 1 hr, then 30 min., then 45 min. with [redacted] the insurance company that provides this coverage, and never did get to talk to anyone. Bob's should do the right thing and disassociate themselves from this "goof proof" scam. I also had a switch on one of the recliners go bad and was told since it was out of warranty, (we have owned the furniture for two years) it would cost $40 for the switch and if I wanted a technician to install it, that would be an additional $79. So I guess I can expect to keep putting more money in this piece of garbage I would assume is made in [redacted]. In the competitive world of furniture retail, I would think Bob's would be more on top of their game. By the way I forked out $250 for this SCAM!Desired Settlement: I would like for Bob's Furniture to do the right thing and fix my furniture. I have a bad switch which need to be replaced and yes I know there is a 1 year warranty and we have owned the furniture just 2 years, but we paid over $3100 for this furniture and you would think Bob would want satisfied customers and replace a $40 switch. There is a tear in the furniture which the [redacted] Company says in their brochure is under warranty, but I have given up on trying to reach them.

Business

Response:

Good Morning [redacted],

I apologize for the concerns that you are experiencing with your

product outside of its Bobs warranty period. I assure you that Goof Proof is an

extremely valuable plan and we do not sell our customers any products that we don’t

feel hold their price point in value. As [redacted] this a third party company

from Bobs Discount Furniture I am unable to determine the reasons why you haven’t

been able to reach them by phone, I would suggest you visit their website at [redacted] and take

that route to filing your claim. The [redacted] company will not take an

insurance claim from anyone else other than the customer otherwise I would

personally offer to make this claim on your behalf. Some tips for reporting

your claim include: ensure the tear is listed as a covered damage on your

formal [redacted] Protection Plan, I.E –a covered incident of tear must penetrate

the material completely and always ensure that you are reporting an accident

that caused this damage occurring within the last thirty days. Again the plan

is extremely valuable when used within its guidelines and can offer you a

replacement item at no charge if your concern isn’t serviceable. The

replacement alone would cost you more than you paid for the plan on the entire

sectional.

In regards to the part that you require to correct the issue you are

experiencing with your sectional, Bobs Discount Furniture is willing to make

you a fair and caring offer for resolution. We will cover the cost of either

purchasing the part or paying the technician for his labor of installation. The

technician’s workmanship will be guaranteed through Bobs Discount Furniture for

90 days however due to the fact that you are beyond warranty the new part

itself will carry no new warranty period.

Please let us know how you would like to proceed (you can call us at

###-###-#### or respond to me through the Revdex.com) and I will create the appropriate

paperwork, ensure we follow up with you if needed based on your choice, and

advise you of the part’s shipping time from our the manufacturer. We can

schedule the installation once you physically receive the part to your shipping

address.

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: We purchased extended warranty. We called reference a broken part on Feb. 05, 2015----- they told us we would hear from them by February 19, 2015 (2 weeks later!). They never responded. We've called back several times only to be put on hold, the last time for 22 minutes before being hung up on. This is an easy fix reference a recliner part and it was broken due to a defective part. They are not for filling their part of the extended warranty.Desired Settlement: We want our recliner fixed which is still under warrantee and only 1 1/2 years new.

Business

Response:

Good Afternoon Revdex.com,

We apologize for any frustration our customer is experiencing while using the Guardian Protection Plan they purchased at their time of sale.

This customer’s concern is being handled as an open claim with the Guardian company directly and not Bobs Discount Furniture.

Guardian Protection Products Inc. is a separate company from Bobs Discount Furniture and has a current open claim for this customer under claim # [redacted]. As of right now the customer’s claim indicates that it has been dispatched to a service technician and the customer only needs to schedule a date that works well for this service repairman to come to their home and resolve this concern.

Should the customer wish to schedule this service repairman so that their concern can be completely resolved we advise that they contact the company who is handling their claim (Guardian). Bobs Discount Furniture regretfully has no way of providing contact information for a service professional that we do not employ.

We apologize again to the customer for any frustrations and the long hold times that the Guardian company may be experiencing in their call center at this time. Guardian can be reached via telephone at [redacted] (Mon- Friday 8:30a -5:00p).

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison %

Review: I purchased furniture at the [redacted] location. It was delivered to my previous [redacted] address and was loaded into a UHAUL truck as I was moving the next day to [redacted] due to PCS orders. I had bought the "goof proof" protection plan because I was guaranteed that if the furniture had any issues, it would be covered anywhere I was located (due to me being an active Officer in the Marine Corps). When I unpacked the bedroom furniture, I noticed a crack about five inches long that wrapped around the top left of the headboard. The way that the crack is, is unfixable. The slats also do not line up correctly in the headboard and footboard which cause the entire bed to bow. Again, this is something that is defective and not repairable. I called the company called [redacted] that handles the "goof proof" protection and was told that there weren't techs to service my furniture in the ** area even though I was promised that I'd be covered. I then called and spoke with Bob's Customer Service multiple times to try to deal with this. Bob's referred me back to [redacted] and [redacted] informed me that they do have techs in the area (this was after I asked for a refund for the protection plan). After speaking with [redacted] again, the representative told me that because the furniture is defective, that Bob's is responsible. When I called Bob's back again and told them this, they are denying responsibility. They are telling me that once the furniture leaves the store, that it is no longer able to be covered. If the furniture is delivered defective, it is not something that they are responsible for. Therefore, once you place an order and don't cancel it, you own it no matter how it is delivered...damaged or defective. I find it hard to believe that business is run in this manner. So, now I have paid around $2,000 for damaged furniture that I am stuck with and $200 for a protection plan that doesn't cover me either.Desired Settlement: I would like to be shipped a replacement set that isn't flawed in any sort of way.

Business

Response:

Good Morning [redacted],

I do hope you will accept my sincerest apologies for the

aggravation that you seem to be experiencing while seeking to resolve the

product concerns you have with your bed. I am also very sorry for any confusion

that may have been set forth by our sales associate during your purchase period

regarding the Goof Proof Plus Protection plan you purchased for your product.

The Goof Proof Plus Protection plan is active nation wide under the terms set

forth and managed by the [redacted] company. The [redacted] portion of this plan is

designed to cover damages that result from a one time, in home, accidental occurrence.

Purchasing this plan also extends your factory guarantee through Bobs from a

period of one year to five years. As stated on the back of the sales invoice

signed during your purchase, events of factory defect concern are to be

inspected by our service technician prior to a resolution being offered and customer

cause damage are excluded from coverage under the Bobs Warranty Period. You

have moved outside of the area we (Bobs) currently service to. While I do

understand your indication that a crack in the headboard and bowed slats must

be a factory defect I hope that you will acknowledge our position as a business

because for several reasons we are unable to fully determine when/how the

present damages actually occurred to this product.

-You have indicated that you moved this furniture from ** to **. It is reasonable to contemplate that the crack and other damages you are

reporting occurred during the transit of this merchandise. As Bobs Discount

Furniture was not responsible for the handling of this product during this move

we regretfully could not take responsibility for a damage that occurred beyond

our control.

- Our records reflect that when your merchandise was delivered

on 5.16.2014 to your ** address all merchandise was accepted and accounted for

in its current condition. In the event you chose not to open the boxes and

fully inspect the merchandise prior to accepting possession of it the retailer

you purchased said merchandise from is not liable for that decision. The

trifold that you received at the time of sale indicates that we expect our

customer to report any initial concerns from delivery within three days of

their delivery date.

I apologize to you again [redacted] for the inconvenience these

concerns are causing you and I genuinely wish to help you resolve them in a

manner that balances the needs of our business with the desires of our customer.

I have outlined below a fair option for resolution, please review this option

for resolution and respond to me via this Revdex.com channel should you wish to accept

this recourse.

Option for Resolution:

We will refund you 50% of the cost you paid for the bed itself

(Headboard/Footboard/Rails). Your original sales invoice indicates that you

paid a total of $254.01 for this bed; a 50% refund would be processed to you in

the amount of $127.01.

Should you still seek a cancelation and monetary refund of

the Goof Proof Plus Protection plan, I will process that transaction for you. I

must advise against this because it really does not bring you any value besides

a monetary credit of $199.99 but I do understand your frustrations and recognize

that this refund could bring you a considerable amount of satisfaction.

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.

Sincerely,

Review: We purchased a mattress on 10/26/13.It was delivered on 10/30/13.In February of 2014 it started to sag. I called Bob's, after a 25 minute hold time (that is the average hold time for them), someone informed me that they would have to send a technician out to make sure it was due to a manufacture defect. They were not able to send someone until March 14th. The day before I was called with an automated message with a time frame that the technician would arrive. On the 14th, as I'm waiting for the technician to arrive I receive a call from Bob's telling me the technician could not make it. Really!!!!! They couldn't have called me first thing in the morning to let me know? They gave me a new date for the following week on March 20th.The technician tells me it's a manufacture defect, he calls Bob's and they set a delivery date up with me for March 24th for a new mattress. Two days before I get another automated message with another time frame for my delivery. On the 24th, more than an hour after my time frame, here comes the truck. After the delivery men put the new mattress on the bed, I notice that the top of the mattress and the side are coming apart. I tell them " I am sorry, but I can not accept this ". he tells me ok, just sign the paper so we can leave, than you can call Bob's and let them know. I told him that I was not signing and he better call Bob's. So Bob's tells me they will bring a new mattress out on the 28th. On the 28th they came right on time, but the mattress had the same problem. my new delivery date was today April 2nd. two days ago I was called with a time frame, I waited all morning, finally I called Bob's and asked them where is my mattress, and they said they have no delivery for me today, but they can deliver on Saturday!!! Are you kidding me!!!!!! I have spent hours on the phone with these people and you get nowhere, they just don't care. They set up a new date for the 8th. I just want my money back, but that is not an option with them!!!! Never again!Desired Settlement: I want my money back or I should be up graded to the next mattress.

Business

Response:

Good

Morning Revdex.com,

Please

provide this customer with my apologies for the multiple times we have been out

to her home to try and correct the mattress defect she experienced. I am also

very sorry that we weren’t able to make her aware of the technician’s

cancelation sooner in the day.

Our

records reflect that as of 4.07.2014 we provided this customer with a

reselection credit so she can return to our showroom and select a different

mattress. As a further form of apology and in an effort to make out failures

right we can also offer to provide this customer with a $100.00 Bobs Discount

Furniture Gift Card. This additional form of apology can be applied directly to

the customer’s account and may be used to help in the purchase of her new

mattress.

Should

the customer want to accept this gift card please ask that she contacts our

Customer Care Department to get this gift card applied to her account.

Our

phone number is ###-###-#### and she can call Monday – Saturday 6:30am

-8:00pm.

Thank

you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Bob's Furniture promised delivery of bedroom set between 2-5 P.M. on Tuesday, Oct. 8th. When I did not have furniture at 7P.M., I called. They acted surprised I did not have delivery. They promised delivery by end of evening. Guess what? No delivery but they sure billed my credit card. I called my credit card and disputed the charges by this fraudulent company. Thus, no delivery, no furniture but they now try to take $1200 plus of my money!!! I stayed home all day and night cancelling appointments waiting for this bedroom set. Now my son has to sleep more nights on a cot until I can find a reputable furniture store to do business with.Desired Settlement: I want delivery at a VERY SPECIFIC TIME AND DATE...for example, 9 A.M. Sharp on Fri., Oct. 11th. Only then will I direct my credit card to drop the dispute and make payment. I want delivery within 1 day so my son doesn't have more nights on a cot.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for the late delivery and incomplete assembly of your bedroom furniture.

Our records indicate that we did in fact, deliver the furniture on, 10/8/13 as scheldued however, the delivery team arrived late into the night, on or after 10pm. Although our delivery is an all day service, 10pm is unacceptable and I apologize for the inconveience the late arrival caused. There was a delivery note indicating that the bed was missing the hardware needed to complete assembly; we scheldued for a delivery team to arrive the following day.

As of 10/23/13, your account has been noted that all issues, including the service on the nightstand have been completed.

Bob's Discount Furniture greatly appreciates your business and apologizes for the inconveniece we have caused. As a token of our appreciation, I would like to offer you a gift card equivalent to your delivery fee.

Review: I flied a claim with the "Goof Proof" program for a urine stain on the couch that I had purchased. I was told I need to allow 7-10 business days in order to have the stain cleaned. I was told that they go through a third party company and if I clean it myself with a product that is not covered it voids the warranty.Desired Settlement: I want my money back and they can come and get the couch.

Business

Response:

Good Morning [redacted],

I’m so sorry to learn of your disappointment in the

resolution offered under your Guardian Protection Plan. The fact that we are

partnered with Guardian to offer this type of protection is disclosed at the

time of sale via multiple documents that you take home with you after purchase.

Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business

and we are happy to have them manage this valuable protection plan.

Our records indicate that you took the ‘Goof Proof’ Cleaning

Kit with you from our store location back in 2012. This kit includes a bottle

of upholstery cleaner that is approved by Guardian for use on the product. Did

you use up this cleaner already?, if so I’d be happy to ship you out another

cleaning kit so that you have something to use for short-term repair while your

claim is being directly addressed by Guardian.

Please let me know via this Revdex.com channel if you’d like an

additional cleaning kit sent out to you as our courtesy. If so, please assume I

will ship to the address you have provided to the Revdex.com unless otherwise notified

by you.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not pay for the extra protection to clean it myself. I want a refund and the couch to be removed. I am not waiting 2 weeks for guardian to show up. They have yet to contact me. I will never buy from bobs again. I want my money back

Sincerely,

Business

Response:

Good Afternoon [redacted],

My apologies if for any reason my

first response provoked a perception that I was telling you that you must clean

your product yourself. I mentioned the Goof Proof cleaning products as a

positive response to your quote of……” and if I clean it myself with a

product that is not covered it voids the warranty”.

In researching your Guardian claim (Claim # [redacted]) with the limited access we have

into Guardian records, I located a service work order uploaded for your concern

as of 8.21.2015. This shows forward progress on your claim and we support the

actions Guardian is taking to process your pet’s accidental damage at this

time.

Should you have

questions about this service work order or when you will be contacted next we encourage

you to reach out to Guardian directly as they are adequately handling your

concern at this time.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased two sofas from Bob's in 2010 with the 'Goof Proof' warranty on both pieces in 2010. I was assured by my salesman (and the paperwork concurred) that this warranty will cover any type of damage for five years. The furniture was extremely poorly constructed. The cushions of both pieces have springs protruding through the foam, making it impossible to sit on those areas of the sofas. I contacted the 'Goof Proof' company and was told that they will not cover this because it the springs are in the cushion, not in the frame. The representative told me was that her name was [redacted] and Employee [redacted], although I suspect that this probably not true. I told the representative that this is not what I was told and shown on the warranty brochure at the time of purchase, but they still refuse to cover the cushions. Bob's is a terrible furniture company. Their product is just about the lowest quailty that exists. On top of that they sell you a warranty/insurance plan that will not cover anything. How this company remains in business is a mystery to me. My only consolation is that at some point these horrible business practices will eventually cause Bob's to fold. Unfortunately, thousands of consumers have to be ripped off in the meantime.Desired Settlement: I want the cushions of both of my sofas replaced. Maybe if we are lucky, brand new cushions will last a year until we can purchase a new set elsewhere that actually lasts.

Business

Response:

Good Morning Revdex.com,

In reviewing [redacted] account our records do not indicate

that she has made us aware of this concern prior to escalating her complaint to

the Revdex.com level. I would truly appreciate the opportunity to resolve this concern

with [redacted] directly if she is willing to provide us with that chance. I have

called [redacted] at the number she provided you in this complaint and left a message

for her with my direct phone number.

I anticipate her call back as I am eager to help her resolve

this complaint with a fair option for resolution.

Thank you for the opportunity to make it right,

Bobs

Discount Furniture

Customer Care

Corporate Liaison

Review: On Nov 3-12 I went in to Bob's store and told a sales person that I would like to by a bedroom set for $999.00, but I could only give then 500 and will like to paid the rest in tree months,,,,,She said that that was ok,,,,after she wrote the sale told me that with taxes and delivery [redacted] it come to almost #1300.00,,,,then she took me to a another person and told her of my intentions,,,,this lady did some more paper work and give me something to sing,,,I did thinking that I was signing what I ask for it,,,,she dint explain nothing different to me and Ill give her my debit card and she charge me the $500.On Dec X XXXX I call and make a payment over the phone with no problem at all, but when I called on Jan they told me that I dint need it to make a payment because I had an store credit,,,,I ask multiples time where this was coming from, but no one could tell me,,,,Now when I called on March to make a final payment they tell me that I still owe then $904.00 after given then already $765.52. I could not believe what they was saying and end up back at the store,Then they said to me that I had singed and lease for the furniture,,,,,first time that I heard this,,, Things then I have been trying for the last tree week to make then understand that something went wrong on at the time of the sale, but every body wants to wash their hands on the subject and keep telling me to wait for a call from their manager,,,,hasn't happened yet.....the thing is that they have inside the Bob's store something that's call RAC they sing me up for this with out asking me or explaining how that [redacted] work,,,,If I paid the furniture how the contract is written I will end up paying more that #3000.00 dollars, tree times the value,,,,Please contact me with some advise on how to go about this,,,,,I want to paid for the furniture but dont want to pay tree times it cost,,,,,thanks sincerely [redacted]

Product_Or_Service: bedroom set

Order_Number: ?

Account_Number: XXXXXXXXXXX

Desired Settlement: will like to paid what the "SALES PERSON AT BOB'S" told me what the furniture will cost me with taxes and delivery,,,,

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Good Morning,

I spoke with Mr.[redacted] on, April 11, 2013; He expressed his concerns with misrepresentation of his payment options.

RAC acceptance is the sister company of Rent-a-Center; RAC acceptance is located in all

of our Bob's Discount Furniture stores and serves as a financial option for our customers.

It is impossible for a customer who opts for RAC acceptance to be unaware of the terms of the agreement they are signing up for.

Mr. [redacted] request to be able to return the merchandise; I spoke with [redacted] one of the RAC associates in the Dedham, Mass store and she confirms that Mr. [redacted] may return the furniture. If he chooses to return the merchandise he will not be credited any portion of $756.00 that he has paid. The first payment made by Mr. [redacted] was $480.00 which covers delivery and the first monthly payment. He then made two additional payments in the amount of $144.00 and $132.00. The current payoff amount is $750.00; if Mr. [redacted] chooses to continue with the order and goes full terms with the 24 month agreement he will pay a total of $2500.00.

Bob's Discount Furniture appreciates Mr. [redacted]'s business and apologizes for any inconvenience we have caused.

Consumer Response /* (3000, 7, 2013/04/12) */

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

the company keeps finding me responsible for singing the papers even though That wasn't explained to me to beguine with,,,Still I don't understand how I went into an store to by something and end up on RENTING THE SAME THING FROM SOMEBODY ELSE WITHOUT LIVING THE STORE,,,,,They diffidently call me after I filed the complaisant ,,,,had to wait for a month to get a courtesy call from somebody from Bob"S or RAC,,,,that should tell u something,, Also the store said that they have a partnership with RAC but at the same time they dont have nothing to do with then

Business Response /* (4000, 10, 2013/04/18) */

There are several pages of documentation signed by the Consumer explaining in detail the terms of the RAC agreement. RAC is located inside of our store but at a different cash counter than standard purchases. The merchandise is sold by a Bob's Discount Furniture sales associate however, finance is completed by a RAC associate. There are several different payment options available to our customers;

1)Wells Fargo (pending credit approval)

2)Cash, check, credit card, gift card

3)Price protection (similar to a layaway plan)

4)RAC

If the Consumer chooses to complete the transaction through RAC finance; The RAC associate explains to the customer the repayment options and monthly payments owed before completing the agreement.

With Mr. [redacted]'s permission I will be happy to send you copies of his signed RAC agreement.

Consumer Response /* (4200, 12, 2013/04/22) */

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

Thats the problem Either the sales person at the store or the finacial rep at rac gime no other option of paymants Other wise I would have known what I was getting in to I had pay the full amonunt of tbe [redacted] already no because I know that I was wron but because I was getting sick sick every time I talk about it even my dr recomended me to put an end to the situation Still can believe how the store dind stood by ther client and hp me to solve this problem