Bob's Discount Furniture

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: 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 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 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 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 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 just moved here from [redacted] and needed a new bed for my apartment. I went three weeks ago and purchased it from Bob's. I had SUCH a great experience in-store with the salesman, who I believe was [redacted]. He was so friendly, not pushy, and really helpful.

That is where the good service ends.

I scheduled my delivery for September 1st - both move in day, and a day I took off from work. They called me the day before and let me know delivery was scheduled between 3:45-7. Okay, perfect. On Tuesday night I was all moved in, and waiting for the arrival of my bed. A little after 6PM I get a call from the delivery driver saying he can't find my apartment. I look out my window and he right outside in his truck. I told him I'd be right down.

I am on the [redacted] floor of my apartment, and there are two stairwells and one elevator. Unfortunately, a bed would not fit in the elevator. So, I suggested to the delivery guys that they use one of the two stairwells in particular because it was wider and would be easier to bring up the bed. My cousin (and roommate) said she would show the guy up the stairs to give the path where they would be delivering it. As my cousin was bringing him up - at the [redacted] floor he said "still more?" and my cousin said, "Yes, the [redacted] floor". He then told her he could just say he was unable to deliver it. She explained that two women had carried her queen sized bed up the five flights earlier in the day. He then told us he would "do it for us anyway".

I stayed at the bottom with the other delivery guy. He went to follow them up the stairs, but I stood there, since they had left my new mattress and box spring out on the street. I told him I would stay and watch the mattress but he said he didn't speak english and then handed me the clipboard and went to grab the mattress from the street to bring it in. He literally dragged the mattress and box spring in to the building by himself. He then started to drag it up the stairs and I told him to stop and wait for his friend. He just laughed and continued to drag it. As he pulled it up to the first landing the top of the mattress knocked out the light in the hallway which made a small exploding sound and then glass went everywhere. I asked him if he was okay and he said yes. That's when I decided he needed to get out of the way so I could go get his friend.

I ran up the stairs and in to my apartment where I found the guy in my room crouched over the frame saying he couldn't put it together. I asked him what he meant and he explained that he didn't know how. I asked him how many beds he put together before this and he said 3 today. He finally explained that there was a defect in the make of the frame. Okay, not his fault. He asked if I wanted to keep the frame even though it didn't work properly. Um, obviously not. I told him he needed to call his supervisor to find out what to do since I need a frame. He asked to use my phone. Um, you don't have a phone? "Left in the car". So I give him the phone and he calls customer service. Not a direct line to a supervisor, or someone that can help him.

So we sat there. In silence. For 20-25mins on hold. ALL WHILE THE OTHER GUY WAS DRAGGING MY MATTRESS UP THE STAIRS BY HIMSELF. Finally the guy talks to the service person on the phone and explains about the defect before putting me on the phone with her. As the two of them go to get the box spring, the woman on the phone is not apologetic about what has happened, and doesn't make any effort to rectify the situation. She offers to schedule the frame be delivered the following Tuesday. I explain to her I can't take another day off work because of their screw up. She told me the next available Saturday delivery is the 26th...25 DAYS FROM NOW. She continues to offer me week days until I repeatedly tell her that it needs to be delivered on a weekend because I can't take off work. Meanwhile, the two men are asking me if I want the bed out of the bag. Isn't that what I am paying delivery for?

I then explained to the woman on the phone about the light they broke. As she was taking the report, she never once said sorry. I could tell the guy who spoke english was getting upset that I "told on them" because he started speaking Spanish to the other driver about how I'm telling them about breaking the light (I understand Spanish). When I got off the phone, he stands in front of me and asks me to sign the paperwork. There was no indication on the paper whatsoever that I did not receive the frame, and that they broke a light. So, I wrote on the paper that I did not receive it, and that they broke the light and I signed that. Not that anything was delivered properly. The guy slaps the clipboard shut and I said I wanted my copy. His response was, "You got a copy when you bought the bed" and then started to walk out of the apartment. I literally chased him out and said, "EXCUSE ME, I WOULD LIKE A COPY". So I grabbed my phone with the paper scanning app and shot a picture of it. He then stormed out.

Afterwards I went to take pictures of the broken glass which they did not clean up. After speaking to Bob's "Customer Care" they told me that they could not refund me for the delivery fee because when they finally deliver the new frame, they can't refund me a second time if they mess something up on that delivery. Shouldn't they just be training their staff for proper delivery EVERY time? I have finally spoken to a Manager of the store named Bill who told me they would refund me for the delivery charge. I explained to him that it felt like the delivery driver was taking advantage of the guy who did not speak English. Making him carry a bed by himself up 5 flights of stairs? That's insane. It seems like perhaps he is not a documented citizen and he could be holding that against him? I don't know. But it wasn't ethical by any means.Desired Settlement: Some kind of investigation in to their practices.

Business

Response:

Good Evening Revdex.com,

I attempted to reach out to this customer by telephone this

evening (9.17.2015) on the number she has posted. I was only able to leave a

voicemail in which I left my direct number for contact back at [redacted].

I am very troubled after reading about this customer’s experience

with us and have begun addressing the obvious coaching concerns presented here.

Please advise the customer I’d be happy to make sure her property claim gets

addressed appropriately and the compensation she’s been promised gets processed

to her accordingly.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I tried calling Stephanie back last week and there was no answer. I left a voicemail, but have not received a call back. Since filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery charge.

Review: Hello –

I am writing to you in attempt to solve a problem with the product that was delivered to my home.

I was scheduled for an install to take place on Saturday 1/16/2016 between the window of 12-4. The driver called me 30 minutes prior to their arrival and he as well as two other delivery men showed up to my home. They installed a double bed (frame and mattress) in my daughters room and a kitchen table in my kitchen.

All went well with the mattress, expect for the mud that they tracked in my house and up my stairs. I asked them to take their shoes off in which one of the men went to the truck and grabbed bootie covers for all three men. I asked if they had carpet cleaner…they had none. I then proceeded to clean my stairs and hallway. I have pictures if you would like to see them however I am not concerned with that. Everything went well with the mattress and bed with the exception of the mud. Everything cleaned up fine so I am good.

The table had 1 damaged chair, so damaged that they said they couldn’t even bring it in. another chair had a rather large, long, deep gash in one of the legs. The driver called customer service and explained that he was going to take two chairs back and needed to schedule to have two new chairs delivered. At that point the delivery men left and I remained on the phone with customer service. This is the start of my frustration.

Matt was the customer service rep that I spoke with. He scheduled us to have a delivery the following Saturday1/23/2016, he asked if we would be home. I said yes. I then asked why they couldn’t come out sooner and he said they could but he already saved my order so it would have to be an “add on” which he couldn’t guarantee. I said I would wait for him to redo the order. He put me on hold for a few minutes, came back and said that he received approval to schedule my order for Tuesday 1/19/2016 (today). He asked what time worked for me, I said 12-4 would be fine. He explained I would get a precall on Monday 1/18/2016 to confirm the time and I would probably get another one on Friday 1/22/16 since the automated system would still think I had an appointment on Saturday 1/23/16. He said not to worry, they wouldn’t be coming on Saturday because they would come Tuesday (today).

Monday (yesterday) I received an automated call from Bob’s. they confirmed they were coming Tuesday but I didn’t hear the time so I called today. My husband had taken part of the day off to be home from 12-4. I called, the customer service person I spoke with said that no one was coming today. What?? How is this possible? I received an automated call confirming it. I figured something was wrong, Matt told me not to worry someone was coming. I asked her to read the notes, to check with Matt, explained what happened. After several minutes of being on hold she transferred me to Courtney the account manager at the corporate office.

Courtney did nothing other than say no one was coming. She didn’t attempt to find out any details, she didn’t attempt to help me. All she did was say no one was coming and she could guarantee that no one was coming. I asked to speak to someone else, her boss. She told me she had no one above her that spoke with customers. Really?? You are in customer service and you have no one? Denying a customer the option to escalate?? I asked for her boss’s name, no one. She said she would put a ticket in for someone to call me back within 72 hours. I wanted a call back now, I wanted to resolve this now. I have a kitchen table in my house with two chairs….a high top kitchen table with only two chairs. Just sitting there, useless for my family with only two chairs.

At 1:48 I missed a call, I’m at work…working. Missed a call from Jarrod, he was calling back for my request for a sup, he said that no one is coming today, it’s not possible we will be there on 1/23/16 but if I had any other questions I could call back. Really? No direct line, no apology, no attempt to find out what happened?

Where is Matt? Where is Matt’s supervisor who okayed the delivery for today? Who is calling Matt? No one! No one at Bob’s discount furniture is able to help….

Not only was I lied to, but this has to be the worst customer service I have ever experienced. Who from Bob’s cares about their customers and their experience? Anyone???

Someone needs to address the fact that I still do not have the rest of my order…and the fact that Bob’s discount furniture lacks some serious customer service skills.

Thank you in advance for any attention you can bring to help resolve this. Hopefully other customers have a better experience than I did.

Thank youDesired Settlement: I would like an immediate delivery of my order because that is what was communicated to me. My husband is home now, waiting for the delivery. If they are not able to deliver today I would like to be compensated for my time and frustration. I would also like to understand why Matt lied to me and what is being done to help Courtney and Jarrod trained to better work with customers in the future.

Business

Response:

Good Afternoon Revdex.com,

I feel terrible after reading about this customer’s experience

with us. I don't blame our customer for

being very upset with us and on behalf of Bobs Discount Furniture I extend my

sincerest apologies. I know and

acknowledge how unpleasant this entire ordeal has been for our customer and

assure our customer that we would not be continuing to grow if all our

customers were met with so much disappointment during such an important

purchase.

We want

customers to love shopping with Bobs, so this report of a disturbing experience

with our Customer Care Associates is a concern we take very seriously. It is

inexcusable for anyone to make an agreement with a customer and not follow thru

on their agreement. I know it is upsetting when someone who should be serving

you is disrespectful and we do hope our customer can accept our deepest

apologies. We have begun addressing the obvious coaching concerns brought to

our attention within our staff and will take appropriate action.

The

customer’s account indicates that the remaining chairs were successfully

delivered on 1.23.2016.

We have the

following offers for compensation available for our customer to review:

Option #1:

We will

arrange to have a $75.00 Bobs Discount Furniture Gift Card mailed to our

customer (this normally takes approx. 7-10 business days to receive from the

date of request).

-Or-

Option #2:

We will

submit a refund request in the amount of $50.00 to the customer’s original

method of payment (Financing Account).

Please

ask our customer to review our options for compensation and respond with which

option they would like to move forward with. I apologize again that our

customer and their family experienced any inconvenience due to our failures in

care.

Kindest

Regards,

Stephanie

*. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would prefer the $50 payment to my financing.

Sincerely,

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

Review: I called to complain that the sofa and love seat sitting cushion are sinking and it has not even been a year.The Inspector cam out to check and my husband explain the matter to him.He check to make sure not tears were on it and check to see if they open. He said they looked ok and worked fine .My husband explain that that was not the matter and that it was the cushion to which he did not check but said they look ok. He stated that they do not fix that matter and he would make a note to the company.I got a call from the company which stated to me his finding and that they could not do anything cause he said nothing was wrong.I explain that if he didn't sit on them how can he say nothing was wrong.The cushion sink when you sit and feel the wood and they say after speaking to Supervisor to call back in a month. To see if the matter would get worst and if I wanted to change where they would give me credit up to 70%.I am still paying for this set and it will be a year this up coming 08/12/13. I explain the warranty would expire and was told to call back a few days before to see what they can do about the matter.When I called the first time about the matter they said this could be fixed and now just by looking at them they say they are fine. Please help us with this matter to which we ask that they fix the issue by repair , replacement or refund .Thank you

Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: Please help us with this matter to which we ask that they fix the issue by repair , replacement or refund .Thank you

Business

Response:

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

Good Morning Mrs. [redacted]

Thank you for choosing Bob's Discount Furniture. I apologize the furniture has failed to meet your quality expectations.

Our records indicate that the sofa and loveseat were delivered, August 2012 and eleven months after delivery you began expressing concerns with the seat cushions. The technician dispatched to your home on, July 16, 2013 performed a series of test, designed by the manufacturer to determine if a defect is present within the cushions, as a result of these test it was determined that there was no defect present. With normal everyday use it is expected that the seat cushions will lose some of the foam resiliency.

On July 16, 2013, Customer Care gave you the option to wait 30 days and schedule another service technician for a second opinion service or you could return the sofa and loveseat for store credit and we will deduct a 30% usage fee, as the issue is unrelated to a defect and you have had close to 1 year use of the merchandise; Mr. [redacted], opted to wait 30 days and schedule another service appointment. We will revisit your merchandise concerns after, 8/16/13.

Review: I purchased furniture a few years back and was sold a total protection plan which would cover any damage sustained during the five year protection plan. I recently filed a claim concerning the wearing out and ripping and balding of my couch cushions which I was told by the salesman selling me the furniture covered. "Any pet damage or peeling or rips will automatically be covered by the this policy" is what I was sold. Paid for the protection and now after submitting a claim I receive an email from the insurance company stating my claim was denied due to the type of damage sustained. I find that unbelievable since no pictures or any representative has seen the type of damage i'm claiming. I believe that the sales representative lied about the type of coverage I was paying for and when calling any of the phone numbers available one redirects to the other and no one answers the phones to offer any type of explanation. I can't even contact the store to order new cushions to replace the one's damaged because the 800 numbers direct you from shipping to appointments to the protection plan I stupidly paid for which denies my claims. If this was what I paid for when purchasing my furniture I would have avoided this company completely. The delivery problems should have been the warning signs with the problems I encountered during delivery but hind site is 20/20.Desired Settlement: The desired settlement would be to have my cushions replaced which was stated by the salesman selling me the furniture and the insurance policy. If this action is to difficult for Bob's to handle I believe a refund of the insurance premium I paid for the fake protection plan would be sufficient.

Business

Response:

Good Afternoon,

I spoke with Mr. [redacted] on 9/20/13 and he explained that the leather on the seat cushions of the sofa is begining to peel. I apologized and asked Mr. [redacted] to email 2-3 pictures showcasing the overall condition of the furniture as well as the damaged area; Once recieved I will view the pictures and if the damage is found to be the direct result of a defect we will replace the seat casings as one time courtesy.

Mr. [redacted] recieved delivery of the sofa and loveseat in 2009 but states that the peeling did not occur until 1-2 weeks ago. The claim filed with goof proof was denied, as Mr. [redacted] did not specify a specific incident (accidental) that would have caused the damage. Goof proof is designed to provide recourse against most in home accidental damage. The manufacturer warranty covers defects in the craftmanship of the furniture for a period of one year following delivery.

Bob's Discount Furniture prides itself on standing behind the merchandise we sell. We hope to resolve Mr. [redacted] concerns upon reciept of the photo's.

Review: ** purchased a couch set with three tables with protected insurance from bobs discount furniture store in [redacted] in October of 2012. After only 6 months of having the couch the couch began to wither and sink-in. Then in August of 2013 I had a party and now there is scratch on the black of my couch from a family friends child. I went into the Mybobs store in [redacted] to buy a new table and while their I told them of the issue that I was having with the couch and they told me just go ahead and call the customer service and they should be able to take care of it. I was told that any rips, tears, or burns to the couch would be covered when I initially brought the insurance. While at bobs last year I fell in love with a marble table and decided to go back and buy it , after buying a marble table, the salesman assisted us in calling the insurance company. While on the phone the lady, she kept badgering me about how big the cut was on the couch and I told her I couldnt be sure because I wasnt at the home. I told her that she should send someone to look and then she asked me if you can gus-estimate how big it is, what I would say. Eventually I said I think the cut about six inches and she said well Ill put in the computer six to twelve inches for the cut. Directly, after that she said that it was denied and it wouldnt be covered beyond four inches. When asked to speak to her boss she said that she could not speak to him. Then I got in touch with the manager of the [redacted] store who said that he would send a technician to the house. As promised the technician showed up to the house and saw the couch. He said the couch cushions would have to be replaced because they were made of bad material and told us he would be following up with us. I followed up with customer service and the said that they wouldnt replace anything because the other company denied our claim. They then told me to send pictures of the couch which I did showing the damage and no one ever response to the email. Its beDesired Settlement: I would really like bobs to refund my money for this couch or give me a credit for something else.

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize the sofa and [redacted] plan have failed to meet your expectations.

According to the service report provided by our Technican the cushions on the sofa are sagging beyond repair and there is a 12 inch scuff on the outside back panel.

Since the sofa is still covered under the manufacturer warranty we will replace and install new seat cores at no charge. I understand that your desired resolution is replacement or a refund of the set however, parts are the only option we can offer. As for the scuff, Goof proof is designed to provide coverage against in home accidental damage, when properly reported. Since [redacted] and Bob's are two seperate companies you will need to contact [redacted]) for further assistance with your denied claim.

You can expect to recieve the new seat cores within 4 weeks. Once recieved please contact our customer care center to scheldue a part installation appointment.

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 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: 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: 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: From Bob's Discount Furniture, I bought a couch a year and a half ago, and purchased the goof proof warranty, as I was told it would cover any wear and tear,or issues with the furniture, by the salesman. Well I had some fading on the couch, and thought okay goof proof will cover this.I called Bob's, and was told nothing could be done!!!! I spoke to [redacted], and [redacted], and was told, they could not do anything for me, as the coverage does not cover fading. I paid almost $2,000 dollars for the couch including the goof proof, and was told nope can't help you, The last phone conversation I had was with [redacted], who offered me a $600 dollar store credit to buy a new couch at Bob's, which I feel is not satisfactory, as there is no couch at Bob's that cost $600 dollars, I would have to pay extra money to buy a new couch. Really??????.......that's the exact reason, I purchased goof proof to save myself from this predicament a year and a half later. I told [redacted] this would not work for me, let me speak to someone higher. He tells me I will have [redacted], our District Manager call you, well that was 2 month ago, I have not heard from [redacted], or any other person from Bob's. I am young professional with my first apartment, and I don't want this to happen to anyone else. I am highly disappointed. Bob's does not care one iota about their customers !!!!Desired Settlement: At this point just my money back would suffice, but I would be happy with a comparab;e replacement

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize there was a misunderstanding regarding the goof proof plan.

Goof proof is designed to provide coverage against most in home accidental damage; fading is not covered by goof proof, nor bobs, given the amount of time the merchandise has been in your home. Was there a particular incident that caused the fading? Is the entire sofa fading? Can you submit photos of the sofa? When did the fading begin/occur?

Bob's Discount Furniture prides itself on standing behind the merchandise we sell, in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an option. Your answer to the above questions will help to determine, what recourse, if any we may be able to offer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was specifically told by Bob's Salesman that the goof proof coverage covered any accidents or defects, hence the reason why I purchased the coverage. The salesman mislead me in to thinking that goof proof would cover any issues that may occur with the sofa. I sent pictures of the fading to the email address that was provided to me after I called goof proof to tell them about the fading. The pictures should be on file with my account number. The fading is on one area of the sofa, and I do not know how it occurred. I saw the fading once, I moved the furniture into my new apartment, and was shocked, as I had the sofa for less than two years. I am so frustrated with Bob's and how they have handled this situation. I have never felt so disrespected as a consumer by a company that I gave my money too. I am shocked that I have to go through the Revdex.com, to try to correct this situation. This has made me a very wary consumer now.

Sincerely,

Business

Response:

Good Morning Ms. [redacted],

I completely understand your frustrations with this sofa and I apologize that it has taken us so long to resolve your concerns. I can assure you that Bob’s customers are the most important aspect of our business.

In further reviewing your account I do see that our Customer Care Supervisor [redacted] tried his very best to go above and beyond any policies we have in place to satisfy you and this concern on 10.11.2013. Our records indicate that you have been offered a credit of $799 to return to our showroom and select another sofa; this is the same purchase price you paid for your sofa on 12.31.2011.

As nearly two years have passed since your original purchase, I feel offering you the same credit as what you originally paid is beyond fair. Regretfully the damages reported are not covered by the protection plan you purchased and fading on this material combined with the length of possession is something caused by environment rather than a factory defect. Giving you the full credit you paid also means that you would not have to spend more money to purchase a comparable sofa as we have several options available at the $799 price point. Should you choose to have your new sofa delivered we will remove your old sofa and dispose of that for you, delivery is a separate service and you will be asked to pay a fee for that service based on the amount of your new sofa. If you stayed at the $799 price range our current delivery fee tier indicates you would be asked to pay $99.99 (plus tax). We are extending you this option to reselect has a courtesy because we do care about our customers to every available length that we can.

Should you choose to accept this valuable option your new sofa will be covered for factory defects, as deemed by our factory trained technicians, until 01.24.2017. This means that Bobs Discount Furniture will cover any costs associated with the repair /part installation should a factory defect arise in your new sofa.

Should you choose to accept this valuable option your new sofa will be covered through the Guardian company until its date of expiration on 01.24.2017. It is important to know that this protection plan is managed by a third party company separate from Bobs and should be used to report one time – in home accidents as stated in their contract. If you need a copy of this contract I will happy to send one to your residence.

Ms. [redacted] with all the benefits you are receiving from this offer we are truly going above and beyond at a management level to aide you in gaining the living room you truly desire and deserve. Please let me know if you will accept this offer as I would like nothing more to keep you as a Bobs Customer. Thank you for your patience with us and I apologize again for taking so much of your time.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a Quantum II 2 armed power recliner for $400 in Bob's Pit in [redacted] and I was told by the sales representative that all I needed to do was to call the parts department to get the power cable for the recliner. I have called the parts department about 10 times now and after the first few times they sent me the wrong power cable for $60. I went back to the store twice and nobody was able to help me and I finally got in touch with someone on the phone after another 5 calls or so and she said the recliner I purchased is the old version and I now need to spend another $250 for another motor, transformer, and power adapter. This is not anywhere close to what the sales representative said I had to do to make the recliner work and now I am spending more for this used recliner than the new one would cost. On top of that, when I was in the store when I purchased the recliner they had the correct power cable I needed to test the chair. The chair worked fine with the power cable, but now when I go back to the store the salesman claims that they do not have that cable anymore. I purchased this recliner only a few months ago so I would think they would be able to find the correct power cable somewhere without me spending an additional $250 when he said the power cable is only supposed to cost between $30 - $75. The other issue is that there wasn't a sku # on the recliner I purchased so they put it under a 1 armed recliner piece, but it is 2 armed. This shouldn't matter for the power cable though, because multiple customer service representatives said that all of them use the same power cable.Desired Settlement: I purchased the power cable like suggested by the sales representative, but this is the incorrect power cable. I would like to switch the cable I purchased from them for $60 (which is useless to me) for the power cable that is supposed to go with the chair I used.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the problems you have experienced with this recliner. There is certainly a large variation in between purchasing a small cord verse buying an entirely new motor for this item and I understand your frustration. I assure you that we care very much for our customers and wish only to provide them with quality products that suit their individual needs.

Purchases that are made from our ‘Pit’ locations are normally viewed to be ‘As –Is’ sales and offer no option for returning the merchandise. In your scenario there is no doubt that we have failed you and I seek only to help and accommodate you in any way we can from this point forward. Please understand that we are only making an educated guess of what parts you may need to get this recliner in working order. We are unable to send a service technician to your residence to confirm what parts are actually needed due to this recliner having no factory guarantee. I do have concerns when it comes to ordering you more parts that may not correct this issue completely because Bobs Discount Furniture cannot be responsible for the outcome or installation of our customer’s purchased part orders.

Here at Bobs we pride ourselves on the ability to satisfy our customers by allowing them choices with options for resolution. I have three options for resolution and I am hoping one of them best suits your needs. I will list these options below; after you have reviewed them please respond to me explaining which option you would like to proceed with.

You may return the chair to our ‘Pit’ location for a store credit of $349.00 +tax. We will also provide you a refund of the $45.00 +tax that you paid for the part order.

-Or-

We can provide you a refund of the $45.00 +tax that you paid for the part order and offer you an additional 20% off the price you paid for the chair in the form of a refund. 20% off of $349.00 =$69.80. By accepting this option you would be agreeing to keep the chair as is.

-Or-

There is a balance of $244.61 for the remaining parts; I will apply a gift card in the amount of $125.00 to this order. The balance due from you to order these parts would be $119.61.

[redacted], I am so sorry again for the aggravation we have caused you during this purchase and I truly hope I am able to change your impression of our business and keep you as a Bob’s customer. Please respond as I am eager to help you in resolving your concerns.

Thank you for taking the time to make this complaint so we can continue to improve our customer’s experience.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Hello [redacted],

Thank you for your response. I appreciate your assistance in this matter and I really enjoy the comfort of the recliner so I would like to choose option #3. I have 3 questions. First, how would I install a motor and transformer, etc. to this chair? Is this a difficult thing to do or is it as easy as unplugging the old motor and plugging in the new one? Also, if these parts do not in fact work for my recliner because they are for the incorrect model, would it be too late to pick option #1 or #2? Lastly, who should I contact to put the order through for these parts that are needed for my recliner?

Thank you,

[redacted] Britton

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,

Business

Response:

Good Afternoon [redacted],

Thank you so much for your prompt reply and I am happy to help you in anyway I can. As these options are directly related to solving your current concern they are available to you at this time and would not remain open after we have settled this concern. Acceptance of option number three (3) comes with a high level of consumer responsibility. I absolutely understand why you are asking these questions and they are reasonable questions based on your circumstance, however due to liability concerns associated with you purchasing these parts I cannot provide you an answer on installation. I am so sorry; I do not know what these particular parts look like or how they might be properly installed. In most cases when Bobs Discount Furniture is taking responsibility for a part order we send one of our factory trained service technicians to complete the installation.

When a customer purchases parts Bobs Discount Furniture acts a ‘middle man’ ordering these parts from the overseas vendor on our customer's behalf. You are charged the vendor’s base price for each part you purchase. As stated in my previous communication, I do have concerns when it comes to ordering you more parts that may not correct this issue completely because Bobs Discount Furniture cannot be responsible for the outcome or installation of our customer’s purchased part orders. Please let me know if this is still the option you would like to proceed with and if so I can apply the $125.00 gift card to you account. Once I apply the credit to your account you may contact your Bobs store to complete the payment on the following business day. Our system will automatically send the order to our parts department for processing once the payment has taken place. I have outlined the procedure of contacting your store below:

Anytime after 10am and before 9pm Dial ###-###-####.

Press the number one (1) on your keypad when you hear Bobs voice.

When the office person picks up explain that you are calling to complete a payment on sales order number: [redacted].

At that point they will take the credit card information from you and complete the processing.

Your parts should be ordered on the following business day.

We normally keep parts like these in stock in our CT distribution center so I would anticipate their arrival by [redacted] 7-14 business days after making the payment.

I apologize again that I wasn’t able to provide you specific answers to all your concerns [redacted] and I still hope you view our communications as helpful and sincere. Please respond so we can continue to help in correcting our failure to you.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Hi [redacted],

Unfortunately due to the complications, I think option 1 would be a better option for me. I could then just use the store credit for the 350 + 45 for a new quantum 2 recliner and skip the issues of it possibly not working. How would I go about returning a product that was from the pit since I usually don't have that option? Also is it ok if I return it at the end of the month? My work is very busy right now and I wouldn't be able to return it until the end of the month most likely.

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,

Business

Response:

Good Evening [redacted],

Thank you for selecting that option for resolution. Bobs Discount Furniture truly cares for our customers and because you are willing to take the $45.00 as a store credit instead of a refund I am able to work with you further and extend the parameters of option one (1).

As you stated, you may need to keep the chair in your home through the remainder of the month. I have just finished entering a store credit for you in the amount of $416.16. This credit will not expire until 3.03.2014. This type of credit is referred to as a ‘reselection’ in our system. What this means to you is that you can visit any Bobs store and reselect to a different item using credit from the current item you have in your possession. Please feel free to go into any Bobs Store and provide them these order numbers [redacted] and [redacted].

The [redacted] order represents $371.16 that you paid for the recliner and the [redacted] order represents the $45.00 you paid for the part.

Upon using the amount of $416.16 towards the purchase of any new recliner (or item) you’d like we will schedule to have the new recliner delivered to you and we will remove that old recliner from your home on the same date. I only ask that you please ensure we have the correct delivery address if it differs from what we currently have on file for you. Please do not throw away the current recliner you have because we will need that back on the same date your new recliner is delivered. You will pay NO delivery fee for this. Please think of this free of charge removal and delivery as another form of apology from Bobs Discount Furniture. I am so sorry again for all the aggravation we have caused and I hope that you believe in us once again.

If you have any further questions or concerns please fee free to email me directly. I don't mean to confuse you but my first name is [redacted] not [redacted], my direct email address is [redacted]

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a bed from Bob's that was delivered on 1/11/The delivery people cameThe first thing they wanted me to do was sign a paper in two placesWhen I read it, the second line was for no issues with the deliveryI told them I would not sign until the bed was brought inThey set the bed up and it looked okayThey started to leave and I said to them that I still need to finish the paperworkThey said no, they were all set and got in the truck and drove away without leaving any documentationI went back in the bedroom and noticed a small scratch on the floor and thought that is why they ran out the doorIt was not a big deal to me so I did not pursue the issueA week later when I was cleaning, the dry mop got stuck under the bedI got down to see what it was and noticed a big gouge in the floorThis is when I realized why they really ran out the doorI called Bob's and the person that answered took all the information and said I would get a call back from the Property Claims departmentNo one calledI called back on 2/and was told I did not get a call because I waited longer than hrs to report the issue and the insurance would not accept a claim after hours because I could have done the damage myselfThe last person I spoke to was [redacted] who told me that the paper was signed in both spotsI said it must have been forged because I know I did not sign it in both spotsI asked for a copy of the paper and he said I could not have a copyI asked many times to speak to someone else or a different department and [redacted] said there was not anyone else I could talk toAfter repeatedly saying that this is thier policy and nothing else can be done, [redacted] said his manager [redacted] would call me backShe never did.Desired Settlement: I would like Bob's to take responsiblity for the damage their employees didI would like monitary compensation to have my floor fixed or at least a refund of my full purchase price of $
Business
Response:
Good
Afternoon [redacted],
I
am so sorry that it has taken us some time to reach out to you, and I apologize
further for the alleged damage you say our delivery team caused to your homeI
can understand how frustrating a lack of communication can be and I assure you
that we place our customers as our number one priority here at Bobs Discount
Furniture
I
spoke with [redacted] today and she has made me aware that she attempted to
contact you on and left a message on your machine that she would try
againShe will not be contacting you again as I have made her aware you are
now working through this channel to get your concerns resolvedI have reached
out to our Delivery Managers to ensure that that this team completed their
paperwork appropriately from your stop and please know that because we finalize
our inventory through our computer system a signature on the team’s paperwork
isn’t always necessary to ensure a delivery was made to our customerI’m so
sorry that you had to escalate your concerns so highly but I thank you for
bringing this alarm to my attention so we can address the coaching concerns we
haveWe expect all our delivery teams to act in a professional, courteous and
actively friendly demeanor while inside our valued customer’s residences
Regretfully
because of the timeframe that this report came through to us we are unable to
take ownership for the damage that is present on your floorWe work with a
subcontracted trucking company for deliveries in your area and their insurance
company will not accept this property claimIn an effort to show you that Bobs
Discount Furniture is a company that cares we are able to offer you a monetary
refund of your delivery fee as a form of apology for your frustrationsI know
you also mentioned that your product has some minor damage to it, if you’d like
we can send out one of our professionally trained Service Technicians to your
residence to touch this up for you
Please
respond and let me know how you would like to proceed
I
apologize again that you have experienced such aggravations with your purchase
from Bobs Discount FurnitureThank you for your time and your patience with us
while we work to resolve your concern,
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
The response to my complaint does not actually deal with my actual compliantThe main point of this complaint is that Bob's is saying because I didn't notice the damage their delivery team did to my floor within hours their insurance company will not accept my complaintI feel Bob's Furniture should still be responsible for the damage they did to my homeI also asked about the signature their delivery team did not get even though I told them I still needed to sign itWhen speaking with [redacted] at Bob's customer service he said he had access to the paper and my signature was on the paper on that lineI know I did not sign it so someone else didWhen I asked for a copy of this signature [redacted] said I could not have itBTW[redacted] never called as she said she didI did not get a messageMy voice mail also sends me a text when I get a message[redacted] definitely did not leave a message

Review: I have been a Bob's customer for several years.I was at the Bob's Discount furniture store in [redacted] looking at buying a sectional sofa. I was hesitant because I have a 2 children & 2 dogs and didn't want to have the new furniture ruined. We told the sales person about our concerns and at that time, we were handed a pamphlet that had a big check mark showing that goof proof covered rips, tears, cuts, burns, & punctures (no asterix next to it or fine print). We asked specifically if pet damages were covered, the sales person told us YES, and did not go into any further detail. Since we THOUGHT we were covered, we bought the furniture along with the goof proof plan.A few years later, we have a new puppy and she puts a few rips in the couch. I submit a claim into [redacted] and it is rejected due to PET damage. I contacted BOBs immediately and protest explaining to the C.S rep that I would have never purchases the Plan or the furniture if it was not covered under the warranty. They explained to me it is in the fine print and I should have read it. Still to this day I have not seen the fine print and do not know what it stats. I believe my furniture should be covered by the warranty or the warranty should be reimbursed.Desired Settlement: Replacement of furniture or Warranty reimbursed as per Bobs Goof Proof plan.

Business

Response:

Good

Morning [redacted],

I

apologize that you are encountering a struggle while reporting a claim through

your Goof Proof protection plan. I completely understand how stressful it can

be to maintain the beauty of your furniture with children and pets in the home

and I assure you that we try our very best at Bobs Discount Furniture to meet

all of our customer’s requests for assistance.

Our

records indicate that after filing your claim with the [redacted] Company your

claim was unable to be processed for several reasons. The Goof Proof plan is a

valuable investment for any customer and is intended to provide coverage

against most in home accidents that occur from a single incident. I have

attached a copy of the flyer we provided our customers in the year 2009 and

this flyer is very precise as to what types of damages are covered. If it is

not listed as a covered damage there is a certain expectation on the consumer

to recognize if it isn’t listed as a covered damage than it probably isn’t

something this plan will take responsibility for. In order to keep the plan

fair for all consumers there must be exceptions and the flyer asks that you

refer to the specific guidelines of the plan for that information should your curiosity

demand it. The sales experience is an extremely exciting time for you and your

salesperson. Due to the level of enthusiasm and anticipation for both parties

involved, it is possible that some pieces of information communicated during

our sales presentation can be misunderstood. I apologize for the alleged sales

experience you had and I promise you that the intentions of Bobs Discount

Furniture and our Goof Proof Protection Plan(s) are honorable.

I

have attached the photos of your sectional that were sent to me from [redacted]

to this response, there is more damage to this set then the rips that you

reported were caused from your pet. While ‘pet damage’ is a very general term, ‘pet

damage’ in the form of bodily fluid stains is a coverable damage when reported

appropriately to this protection company. Like any other protection plans you

may purchase on automobiles and electronics the company that manages this plan

has specific terms and conditions for reporting the one time accident. Should

there be accumulated damages, as depicted on your product, then the protection

company must take the role of denying service based on the fact that other

accidents have occurred that were not reported within the guidelines of this

plan.

I

am truly sorry that Bobs Discount Furniture cannot offer you any further

recourse related to the rips on your product. I can offer to send you a $50.00

Bobs Discount Furniture Gift Card as a form of apology for the frustration this

concern has caused you while trying to get it resolved. We have many items

available out of our showrooms for $50.00 or less that can be taken home with

you the same day you purchase. We are not seeking to force you to shop with us

again, but ask that you see this as an attempt to provide you with a physical

item or trinket you find beautifully crafted as a form of our apology.

Please

let me know if you would like me to process this gift card for you and I

apologize again that you have had to spend so much of your time trying to get

your furniture concerns resolved.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have attached my flyer for goof proof provided from 2009 and as you can see there was NO miss communication the sales associate circled the protections covered to assure us this was in fact covered. I also attached the NEW 2014 flyer from Bob web site and if you notice there is now and * stating exclusions apply. My flyer from 2009 did not have this. I have also attached the only other piece of paper provided to me (besides my receipt) that has the sales associated Name and again it has the Good proof information circled. As you can see from the fly it shows Rip's, Tear's, Punctures & burns all covers no Where on this fly does it have ANY exclusions. So once again I will request you honor your warranty or refund me my full amount of the Goof Proof Protection. If needed I can provide you your invoice.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize that you found my

first response to be less than satisfactory and I thank you for sending through

these attachments with your response. The flyer you have included is the same

flyer that I sent with my initial communication, please note that underneath

the general overview of what is covered there is this information:

Refer to the current [redacted] Furniture

Protection Plan for complete coverage details.

Bobs Discount Furniture would

have had no knowledge that you did not receive the [redacted] Furniture

Protection Plan as we do not manage or update this protection plan. It is owned

and operated by [redacted]. As you selected to purchase this protection plan

through Bobs Discount Furniture and we stand behind the terms and conditions of

this plan, I have made a reasonable offer in an effort to reach out to you as

our customer. I am not denying that a rip or tear is covered because these

instances are coverable damages when the occurrence is a result of an accident.

An animal ripping, tearing, or puncturing furniture is not the result of an

accident and the fact remains that this type of damage is not covered under the

protection plan you purchased from [redacted]. The other document you have

attached provides information on how to contact [redacted] and does not

represent any type of specific coverage details.

As our current (2014) Goof Proof -Plus

Protection Plan and sales flyer is represented and managed by a completely different

company called ‘Guardian’ it is reasonable to expect that the wording on both

flyers is different. I wish very much that I had the ability to overturn the

denial result of a third –party company, especially when I know personally how

frustrating it is to experience a denial from this protection plan.

I’m so sorry that we don’t have

further recourse to offer you relating to this concern and as a final offer of

courtesy and apology I can request that a Bobs Discount Furniture Gift Card be

sent to you for the amount you paid for this protection plan ($99.99). Please let me know if you would like me to

process this gift card request for you.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refund. As your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift card. For non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate.

Sincerely,