Bob's Discount Furniture

Review: I bought furniture from Bobs Store from 2012, while buying I was offered their Goof Protection Plan. I was told that this plan covers any accidental damage to my furniture and the coverage is for 5 years. Before taking the plan, I specifically asked if the coverage also includes damages during move and I was told "Yes". I called on Aug 2014 as few of my furniture got some minor damage during move, I wanted someone to come and fix it. Then I was told that my plan only covers for 1 year, when I confronted them with documents that I have clearly mentions 5 year protection, then they changed saying protection does not include damages during move. When I told them that I was specifically told that all damages are covered, they gave me an apology for misinformation. I paid almost $1000 for the plan, have damaged furniture at home and Apology is of no use to meAlso Bob's associate sold me this plan, I paid to Bob's store for this plan. But when I have a problem with this plan, they refer me [redacted]. Aparantly Bob's have nothing to do with this plan, which they don't explain when you buy the planDesired Settlement: Bobs needs to either fix the furniture or refund the money I paid for their Protection Plan. Bob's should also stop selling this plan as they don't take any accountability for the quality of this plan

Business

Response:

Good Morning [redacted],

I am very sorry that you have been met with any

inconvenience while seeking to resolve your concern through the Goof Proof

Protection Plan you purchased from us. I have included a copy of the sales

flyer we provided our customers with in the year of 2012. This indicates that we

were partnered with [redacted] to offer this coverage. Please note that I have

also displayed the area of this document that specifically educates our

customer to see their [redacted] Furniture Protection Plan for coverage details.

I do understand your frustration and I assure you we wish to help you resolve

your complaint in a fair and adequate manner.

The time of sale is a very exciting time for not only you,

but also for your sales person. We expect our sales professionals to provide a

general overview of coverage details. As you allege you asked about damages

during a “move” during this time I will also offer you an apology for any

confusion that may have occurred on our part based off this question. Damages

during a “move” from room to room are covered, just not damages from a “move”

between two residences. Your original invoice indicates that you paid $99.99

for this coverage and based off of your invoice, I looked into [redacted]’s

records this morning (8.06.2014) and found that there are no claims filed under

your protection plan. When you purchase the plan [redacted] also provides a kit

that includes a fabric cleaner – have you attempted to use this cleaner on the

residue that is present on your merchandise?

Bobs Discount Furniture stands behind the quality and value

of every item we sell, including our protection plans. As of 5.01.2013 we instituted

a company wide change and began offering to extend the factory guarantee under our

new “Goof Proof Plus Plan” (directly through Bobs –at our own costs) so that we

could ensure our customers were receiving the utmost value possible. I have

been in this industry for the greater part of a decade and to my professional

and personal knowledge [redacted] protection is sold by hundreds of furniture

retailers nationwide; Bobs Discount Furniture is currently the only retailer

that offers our own services under an extended protection plan offered to our

consumer.

Bobs Discount Furniture is a company built on core values

such as honesty and integrity and we are grateful for the chance to help you

resolve your concern directly. Can you please send me photos of your furniture

in its current condition so that I can review these photos with my Service

Management team? If there are no signs of accumulated damages, other than what

you have reported, and the residue you have cited is something our

professionals feel is serviceable I see no reason as to why Bobs Discount

Furniture cannot offer to provide you with a courtesy best effort service for

this concern.

If

you would prefer to have the monies you spent on your Goof Proof Plan refunded

to your original method of payment then that option is also available to you at

this time. I must advise you against

this option as it really doesn’t benefit you as my valued customer in any other

way besides a monetary significance of $99.99.

I eagerly await your response [redacted] as I am trusted in my

position to aide our customers in resolving their concerns. I apologize to you

again that so much of your valuable time has been spent seeking resolution.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased Goof Proof Protection ($129.99) on a recliner and sectional couch I purchased in 2011. On 3/24/14 I called to file a claim on both pieces and spoke with [redacted] (ID:[redacted]). The damage reported is as follows:Recliner: 1) During a moving incident, the front right arm rest was torn and it happened one week ago. 2) The back rest section of the chair continues to lean further and further back. Noticed the damage three weeks ago.Sectional:1) The sectional cushion has a large dip in it and continues to get deeper. Not sure if it has frame damage or not. Noticed the damage three weeks ago. All damages were reported within the 30 day requirement. [redacted] denied my claim because there were multiple damages to the recliner and there is no proof of once incident with the cushion asked [redacted] if she was refusing to provide the service I paid that cost $129.99 dollars and she said yes. I got her name and employee ID number and told her from this point on our conversation was being recorded. She said that was not allowed. I replied that it's not against the law and she hung up on me. Bob's Discount Furniture refused to provide the service I paid for. I tried calling customer service (###-###-####) for a refund of the Goof Proof Protection and I received a busy signal consistently.Desired Settlement: I want the cost of the insurance (GOOF PROOF) refunded to me because they refuse to honor my claim that is within the guidelines. The cost was $129.99. I have invoice and receipt.

Business

Response:

Good morning [redacted],

Goof proof is separate plan upheld by [redacted] furniture protection service not Bob's Discount Furniture. [redacted], the representative you spoke with does not work for Bob's Discount Furniture, although I do apologize for the service you described recieving from her.

Your claims were denied for several appropriate reasons, (1) moving damage, the plan does not cover furniture damaged during a move, (2) sagging seat cushions, especially 3 years after delivery are considered normal wear and tear, (3) frame/mechanisim damage- is dependent upon circumstance, you must be specific as to when and how the damage occured.

Although the one year manufacturer warranty has expired, you may call our customer care department at ###-###-####, and request a best effort service appointment. The technican will assess the furniture and provide repair against any defect he may find. As for the goof proof plan, you may cancel it for a partial refund however, your merchandise will no longer have any coverage.

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 sent me damaged furniture, and then tricked me into singing for it by saying it was the easiest way to resolve the issue. They keep sending me furniture just as damaged as a replacement and trying to pressure me into just accepting it. One piece of furniture they took back but now will not redeliver because they claim that in their paperwork it was not taken back. The original purchase was over a month ago and this has taken four (4) delivery dates, so far, not counting one (1) when they never showed up. The delivery process involves someone being home all day to receive the delivery, so every time they have a paperwork problem or they send a damaged piece then the entire day is wasted and I am expected to just take off another day for them to try again. This was a three (3) piece order of furniture. I am a disabled veteran and not capable of picking up the merchandise myself, that is why I am at the mercy of their delivery process. Delivery fees were additional to the original price of the furniture. I don't want this to happen to anyone else, especially not another veteran.Desired Settlement: They should not be allowed to prey on those who need (and pay for) the delivery option.

Business

Response:

Good Morning Revdex.com,

I spoke with [redacted] today and apologized for the poor

experience he has endured while seeking to get his furniture in good condition.

I have assured [redacted] that Bobs Discount Furniture does not routinely fail

our customers and I will be personally handling his account from this point

forward to see that we provide him with the care he deserves. I have processed

a refund of the delivery charge [redacted] paid us and have spoken with our

Delivery/Customer Care Managers to ensure that our failures are adequately addressed

and trained on.

[redacted] has accepted a new delivery date of 8.06.2014 and I

thank him for his willingness to afford us with an opportunity to earn his

trust back in our business. We will be providing the merchandise on this

delivery attempt with a “white glove” special inspection prior to it leaving

our distribution center in CT. If [redacted] wishes, I have also agreed to

discuss further compensation in the form of a Bobs Discount Furniture Gift Card

once he is completely satisfied with the merchandise he has purchased from us.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I am unable to make an online payment due to their website having issues. I've explain this to them and they agree there is a problem with the website but continue to call me to say if I don't give them my credit card number over the phone they're going to charge me a late fee. I don't feel comfortable giving my credit card number to anyone over the phone. And I especially don't feel they should be allowed to insist on my credit card information over the phone.Desired Settlement: To work on harassing corp. To fix their website, not me. And not to charge me a late fee for their website problems.

Business

Response:

Good Afternoon Revdex.com,

I am so sorry to learn of the

concern the customer is experiencing however with all due respect I don’t see

how Bobs Discount Furniture is directly related to or involved in this concern.

The customer’s sale (sales order:

[redacted] was purchased thru the ‘Acceptance Now’ purchasing option. The Bobs

Discount Furniture Website [redacted])

is set up to take payments for new sales orders, not orders that have

merchandise already existing in the home (this customer had their initial

delivery on 9.03.2014). Based on the account information- Bobs Discount

Furniture hasn’t been in contact with this customer since October of 2014 and

the customer would be expected to make payment under the agreement they signed

with the ‘Acceptance Now’ company directly during the time of purchase – not Bobs

Discount Furniture.

We (Bobs Discount Furniture) have

not asked for this person’s credit

card information by telephone nor do we have any ability to charge/waive a “late

fee” as our company was already paid in full by the ‘Acceptance Now’ group back

in September of 2014.

If the customer owes money to ‘Acceptance

Now’ we encourage them to levy their concern with the appropriate business so

that they can receive the assistance they are seeking thru the Revdex.com.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: On July 2 2014 I walked into Bob's Furniture Store in [redacted] on [redacted] to purchase a bed as I was moving into new apartment. [redacted] was the sales associate helping me. After picking out a mattress I was asked about mattress and pillow protectors. I stated I couldnt use mattress protectors because they make me sweat and its very uncomfortable when sleeping. [redacted] stated that they are very breathable and quality was above what I had purchased and he has never had a customer complain about them. He further stated they they are completely water proof and as long as protectors were on the mattress and pillows, they would stay in new condition. After discussing warranty information, he stated the warranty is void unless you purchase mattress protector. So after spending $1801.31 on a mattress, pillows and mattress and pillow protectors I felt I was making a good decision to purchase the protectors. Upon set up of bed and pillows I immediately placed pillow protectors on pillows and on mattress. I was sweating for 2 nights before I removed mattress protector, pillows and protectors. I slept on new pillows as the ones I was using from Bob's made my neck stiff and back ache. I didnt sweat over the next several nights. I walked into to Bob's on July 11, 2014 and asked to return pillows, pillow protectors and mattress protectors due to the reasons stated above. The gentleman at the front desk picked up a phone and spoke to someone and when getting off the phone stated we can take them back because they are used. I stated the sales associate had stated they were breatheable and they were not. I told him that pillows were never exposed and always had pillow protectors on. He left to get manager of store who came out of office to talk to me. I explained the same situation and he stated there is nothing we can do. I stated I never would have bought these if I was told the product was something that it wasnt and the pillows were in like new condition as stated in Bob's return policy.Desired Settlement: Manager called customer service and I spoke to customer service over the phone at the store. They didnt care about my story and gave me the same robotic response that the manager did. I didnt feel that I was being treated like a good customer. I have been a manager in retail and never experienced anything like this before or treated a customer like that. I am seeking a refund for the pillows, pillow protectors, and mattress protector. I tried every resource in company before coming to Revdex.com.

Business

Response:

Good Morning Revdex.com,

I reached out to [redacted] today via the phone number he has

provided in this complaint. I was able to speak with [redacted] and I thank him

again for his willingness to work with us in finding a satisfactory resolution

for his concern. I apologize to [redacted] for the fact that we weren’t able to

save his valuable time and reach this resolution when he initially made us

aware of his complaint. Bobs Discount Furniture cares very much for all our

customers and we appreciate the opportunity [redacted] has provided us with to

correct the areas within our organization that need improvement.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased two sofas from Bob's Discount Furniture, along with their "Goof Proof" protection plan 3 years ago. The furniture was very poorly constructed and the poor quality was obvious as soon as it was delivered to my home. When I attempted to file a claim to have my defective merchandise repaired, it beyond the one year manufacturer warrantee so I filed the claim through the Goof Proof protection that I purchased for just such an occasion. I was told that due to loop-hole upon loop-hole, they would not even send a technician to inspect the damage and told me that the they were not responsible. I then called Bob's Discount Furniture directly (instead of [redacted] who holds the goof proof policy) and after 3 hours and speaking to 4 different people, I was offered no help at all. When I asked to be transferred to a manager, the employee at corporate headquarters very rudely hung on me. I called back and spoke to another employee who, after about an hour of refusing to help me, finally agreed to allow me to email photos of the defective merchandise to have a technician assess the damage. I am now waiting to hear back with the technician's results. In general, Bob's Discount Furniture falsely advertises quality merchandise when in actuality the merchandise is very poorly constructed with shoddy workmanship. They knowingly sell sub-standard merchandise and worthless coverage plans that will deny any claim with a variety of loop-hole excuses. I feel that I was lied to and swindled into purchasing furniture with the lowest level of quality of any that I have ever seen. Bob's does not stand behind their merchandise and is refusing to replace defective parts. The seams are all splitting and the springs in the cushions are broken and distorting the cushions to the point where it is no longer even comfortable to sit.Desired Settlement: I would like all 6 of my defective sofa cushions purchased at Bob's Discount Furniture in [redacted] either repaired or replaced at no cost to me.

Business

Response:

Good Afternoon Revdex.com,

I have spent an abundance of time over the past two

days researching [redacted] concern and request for assistance. Please provide

[redacted] with my apologies for the stress that I am sure she is experiencing off

of the continued responses she has been receiving through our Corporate

Liaisons and Customer Care Management staff. Bobs Discount Furniture cares very

much for every one of our customers and we are very willing to offer our

customers resolutions when the scenario allows our business the opportunity to

do so. We ensure all of our customers are treated fairly by carefully reviewing

each complaint we receive and in [redacted]’s case regretfully we are unable to

offer recourse for her concerns.

As [redacted] has stated in her posting to you, she is

outside of her warranty through Bobs Discount Furniture. Regardless of warranty

status Bobs Discount Furniture is open to listening to our customer’s concerns

and researching all avenues available to us to help our customers resolve

problems with their product. We listened to [redacted] several times and [redacted] has

spoken directly to the highest level of Customer Care we have available over

the past two business days. While researching [redacted]’s claim we discovered that

the stories she is providing of how this damage occurred increasingly differ

from person to person. For instance, [redacted] reported to the [redacted] company

that the damage to the springs and seats was caused by children jumping on the

furniture, yet she reports to us that this is a defective item. There are

several other instances of varying reports provided through her excessive

written and verbal communications to us. Understandably we are now concerned

about the legitimacy of [redacted]’s complaints and the nature in which these

concerns originated from.

In speaking with Customer Care Management [redacted]

became extremely combative and unreasonable, she began demanding that we

replace her merchandise or send a technician to her home in a disturbing

manner. Again, trying to seek out any resolution for our customer’s concerns we

agreed to have our Service Manager review the photos [redacted] sent to us. In

reviewing these photos our Service Manager, who has nearly two decades of

factory knowledge training and execution, agreed with our initial apprehensions

to send a technician to repair this product. The photos depict an immense

amount of accumulated damages that combined with [redacted]’s report to [redacted]

lead one to believe that this merchandise has not been receiving a normal

amount of wear. When a continued amount of pressure and wear is applied to the

seams of upholstered fabric over an extended period of time the seams will no

longer be able to maintain the strength they were built with, this is a fact of

furniture production and reaction to its environment. The pictures I am seeing

lead me to consider that the seams of [redacted]’s furniture are reacting to the

wear that has occurred to them during the nearly three year period they have

been in the home. I have attached a document containing photos we received of

this merchandise and a document that we obtained from [redacted] for your review.

The denial result that [redacted] received through the

[redacted] company seems fair because with any protection plan there is a

reasonable expectation that the merchandise you are making a claim for has been

kept in good condition prior to the accident occurring. The information [redacted]

provided to [redacted] indicates the product suffered damage from an intentional

action done to the product. [redacted] considers this abusive and it is within

the guidelines of their protection plan that acts of abuse, accumulated

damages, or neglect will result in a denial of coverage. A review of the photos

also indicates multiple instances of staining has occurred to the furniture.

[redacted] does cover stains on merchandise should they be reported within the

parameters of the protection plan purchased. [redacted] is a national company and

serves as a great resource for customer caused accidental occurrences. As

[redacted] serves many customers and many other furniture retailers it is

rational that the protection plan they offer has exclusions to its coverage.

[redacted] has

recently begun antagonistically emailing several members of our staff implying

that we only sell defective product to our customers due to complaints she has

found in her research after receiving a result of no recourse from us. I do not

deny that Bobs Discount Furniture receives customer complaints and a deeper

look into the amount of business we accomplish everyday and every year verse

the complaints we receive does indicate that a very high scale of our customer

base is satisfied with the merchandise and services they have received from

Bobs Discount Furniture. It should also be considered that in reading the

majority of customer’s complaints the facts of our customers accounts such as

possession time, warranty status, and history are never displayed by the

customer in a manner that sheds a good light on the company in question. Bobs

Discount Furniture prides itself on providing our customers with the best

quality furniture for the price and we continually work to resolve our

customers concerns using empathy, professionalism, and care. Like any other company

we do make mistakes and when it is appropriate to do so we take full ownership

for our mistakes and work above and beyond to make our failures right by our

customer. As a business Bobs Discount Furniture has not failed [redacted], a

business cannot be expected to take responsibility for damages that occur

beyond their own control and outside of an associated warranty period. We are an honest company and we do not swindle

our customers. Visit one of our showrooms and you will notice that displayed in

front of our living room sets we keep informational placards containing the

material and frame make up of the set. If there was a way to offer [redacted]

recourse for her concerns that would balance the needs of our business with the

demands she continues to assert upon us, I assure you that we would have

offered our customer recourse at this point.

Bobs Discount Furniture thanks the Revdex.com for their

mediation assistance.

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is inaccurate.

Yes, I did state that my (very small, ages 1 and 3) children have occasionally jumped on the sofas. However, they did not cause the damage to the springs or seams, nor did I ever state that. The reason I know this to be fact, and not opinion, is that the damage occurred prior to the children even acquiring the ability to jump at all, let alone jump on the furniture. Also, many of the other complaints filed against Bob's have stated the EXACT same issues of the seams tearing and the springs breaking, making it evident that my situation is not an isolated incident.

The response from Bob's did not address the fact that I purchased and paid for additional protection because the salesman told me that I would be covered for any and every type of damage that could occur once the merchandise was in my home. Clearly, the salesman lied as my valid claims were denied. Also, in an email from [redacted], he admitted that Bob's as a company failed me but still did nothing to rectify the situation. My request to have my merchandise inspected and repaired or replaced was not beyond what I, as a customer, am not only entitled to, but it is also a service for which I already paid. Since the Goof Proof coverage I purchased is defective and is not the product described by the salesman at the time of purchase, I would like to return it for a full refund of the purchase price of the Goof Proof plan.

I continue to be dissatisfied by the lack of effort on Bob's part to rectify a situation in which they sold defective merchandise to an unsuspecting customer.

Sincerely,

Business

Response:

Good Morning Revdex.com,

There were no reports made of concern to Bobs Discount

Furniture within the factory guarantee period. The evidence shows an overwhelming

amount of accumulated damages present to this merchandise. The amount of damage

that exists combined with the fact that it continued to occur while being

unreported validates one reason for coverage denial. The protection plan that was purchased, as it

is named Goof Proof, is designed to cover incidents of damage that occur from

accidents. Bobs Discount Furniture is proud to offer our customers the best

quality merchandise at the best price point possible and we do apologize that

this furniture has not met [redacted]’s view of value.

As a consumer I know that a time of purchase is an exciting

time and it is easy for information to be misinterpreted or even explained to

me in general terms. I am confident that our sales professionals would never

offer an item to any customer that isn’t worth its price point in value.

As a courtesy, Bobs Discount Furniture has processed the

necessary paperwork to refund the protection plan associated with this

merchandise. The original method of payment on this account was cash so the

customer can expect to receive a check from us within the next 7-14 business

days. The refund has been processed in the amount of $108.11 and the check will

be sent to: [redacted] / [redacted] as

this is the listed account holder/shipping address we have. If the address

needs to be updated the account holder will be expected to visit a Bobs store

with a government issued ID card to make this change. If [redacted] should want

proof of this refund being processed she may visit her store location and ask

for this order number to be printed for her records – Order number: [redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I feel this is the absolute minimum that Bob's can do to rectify the situation. I firmly believe that Bob's should stop selling fraudulent insurance policies altogether. While I am willing to accept this bare minimum offer as a resolution to this claim, I would like this claim to remain open until I actually receive the check, and the check clears. I do not feel that this company is trustworthy enough to take their word at face value. Once the funds clear, I will agree to close the claim.

Sincerely,

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,

Review: We purchased the Goof Proof + with Bob's Discount Furniture because our two dressers are for our girls and the sales person assured us it was the way to go incase of scratches, nail polish, gum or markers getting on the dressers. Well almost a year later and our service is good for 5 years we have a 3 inch scratch that has occurred on one of the drawers. You must call file complaint and then they say are you sure this is what you want to say, yes I am. Then they excuse them self come back and say well your plan would of covered a gouge in your wood but not a scratch so you will not get a repair. Give me a break I am not a wood worker maybe it is a gouge or scratch what does it matter it is in the wood I bought the protection plan and now you will not cover it. The Goof proof + in my opinion is a complete scam to get a extra $69.99 out of you. Because if you are not very cautious or know exactly what to say you a disqualified from your protection plan. Thought this was a reputable company that stood behind their products and plans but clearly they are looking out for the bottom line only.Desired Settlement: Fix the scratch on my daughters dresser.

Business

Response:

Good Morning Revdex.com,

While we apologize that our customer is experiencing

any disappointment with the procedures from the [redacted] company it doesn’t

seem as though our business has been given any opportunity to address this

customer’s concern prior to them posting to the Revdex.com.

Can you please ask the customer to submit photos of

the damage and their accidental report to us thru the Revdex.com channel that they

have selected to open? We will review their evidence and documentation and

advise what we may be able to do to

assist further after receiving the requested documentations. All the information they have posted to you

thus far is in reference to the [redacted] company and not our company directly.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: MY WIFE,AND I PURCHASE FURNITURE FROM BOB'S FURNITURE [redacted] ON 6/13/2015 ONE OF THE ARM CHAIRS WAS DEFECTIVE,AND COLLASPE ON THANKSGIVING DAY,I CONTACT BOB'S FURNITURE,THEY SENT THE WRONG CHAIR ON SATURDAY 12/5/2015,THAT WAS RETURN,NOW THEY CONTACT ME ON SUNDAY 12/6/2015 SAYING I WOULD HAVE TO WAIT UNTIL DECEMBER 12/26/2015 TO RECIVED FURNITURE THAT I PAID FOR UP FRONT IN CASH.Desired Settlement: NONE

Business

Response:

Good Afternoon Revdex.com,

Our records indicate that this

customer last completed a pick up of the replacement chair on 12.11.2015. At

this time (12.12.2015) I believe that the customer is still communicating that

the chair they took from us on 12.11.2015 was “the wrong chair”.

Can you please ask the customer

to describe specifically how/why the chair they picked up on 12.11.2015 is

incorrect? Is there a variation in the color of the replacement chair verse the

other chairs? Was the replacement chair the customer picked up on 12.11.2015

not an arm chair?

Please let our customer know that

we are very sorry for any inconvenience we have caused while trying to replace

the damaged chair and the answers to the above questions will help us ensure

that we do not fail our customer again.

Consumer

Response:

I am still waiting for Bob's Furniture to replace my chair,return last saturday,12/12/15, was told by store manager,that chair was ready for pickup,no chair,problem not solve.

Business

Response:

Good Morning Revdex.com,

Our records indicate that the chair that was supposed

to be picked up by the customer (on 12.11.2015) was not picked up because it

was “the wrong chair”. I was seeking to be proactive and ensure the second

replacement chair sent turns out to be the correct item the customer needs

replacement on, however the second replacement chair shows as already in

process for its way to the pick up location.

At this time our business is addressing the needs of

our customer as the arm chair is scheduled to be replaced this week, I believe

the customer’s initial complaint was in regards to a back order wait and that

concern is no longer valid with the resolution we have set up.

Kindest Regards,

Stephanie A. G[redacted]

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: On January 1, 2013 I purchased a bedroom set called [redacted] from Bob's Furniture. We bought the Goof Proof protection and was informed by the salesman that the furniture would be covered for 5 years. In October 2013 one of the mirrors on the night stand drawer broke. I made several calls and my wife also called to get the night stand repaired but we kept getting the run around. We were hung up on then in November I called and was informed to leave a message because their system was being updated. Never got a call back after leaving several messages. In December when I called I was told they no longer make [redacted] because of the problems they were having with this bedroom set. I made several trips to the store in January, spoke to numerous managers and still could not get this issue resolved.Desired Settlement: I no longer want any furniture from Bob's. I want a refund from Bob's Furniture so I can purchase a bedroom set from a furniture store that will honor their warranty. I purchased a warranty (Goof Proof) and Bob's Furniture is not honoring the warranty.

Business

Response:

Good Morning Revdex.com,

I am very sorry for any confusion our customer is experiencing

because our records indicate that his claim through the Goof Proof Plan for his

nightstand was 100% honored back on 3.28.2014. The claim number this was

processed under is: [redacted] CLAIM # [redacted]. Therefore, the warranty we sold

our customer is being honored. I have researched this set extensively and

cannot locate any extended occurrences of product failures within our Quality

Control Logs. I believe it is much more likely that the reason behind this set

being discontinued from our sales floor was directly related to poor projected

sales volume of this bedroom set. When an item is no longer stocked for sale in

our warehouse it does not mean that the manufacturer of this set has discontinued

their own production so we are normally still able to provide our customer with

replacement parts and service through the life of their warranty.

I apologize again for any confusion our customer may be experiencing

regarding the status of his warranty claim and advise him that he currently has

a store credit of 186.65 to use within Bobs Discount Furniture prior to

8.04.2014. [redacted] also states that the damaged nightstand does not need to be

returned to us, this means the customer can keep it and continue to use it

should they want. Their warranty coverage has given them the option to keep the

item and a credit based off of what the customer paid for the item. From my

perspective the Goof Proof Plan has not failed our customer in any manner.

Since the customer’s claim was honored through the [redacted] company I can tell

you on a general basis that there was a customer caused accident that occurred to

cause the damage our customer reported. As there are no manufacturing concerns

present with this merchandise or stated within our customer’s complaint we are

unable to offer further recourse to the extent of a monetary refund as our customer

requests.

Please let me know if our customer has any other concerns I can

be of assistance with at this time.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because the Goof Proof warranty states they are suppose to repair or replace the item. It does not state if they no longer sell the item, the warranty will not be honored. I was informed that if the item could not be fixed or replaced I would get a store credit for the full amount of the bedroom set and I could use the store credit to purchase a new bedroom set. The sales representative stated this when I purchased the bedroom set and the Goof Proof warranty and it also states this in the Goof Proof warranty. I have been to the store several times regarding this matter and spoke to different managers and every time I was told Goof Proof should issue a full credit because they no longer sell the bedroom set "[redacted]". I do not want a night stand that does not match my bedroom set which is what Goof Proof was offering. The Goof Proof warranty is suppose to cover the bedroom set for 5 years. Please have them issue Revdex.com a copy of the warranty to confirm these terms. Bob's Furniture and Goof Proof are not honoring the warranty. I no longer want to deal with Bob's Furniture because they are dishonest in their business practices. I would like for Bob's to come collect their furniture and issue a full refund.

Sincerely,

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies that [redacted] did not find my

first response satisfactory. I assure [redacted] that Bobs Discount Furniture,

as the retailer in this case, is honoring the protection plan we sold him. I

have attached a copy of [redacted]’s protection plan documents as he requested.

Please refer to the (4th) fourth bullet point under the ‘CRYPTON BRAND COVERAGE:’ section listed on

page (1) one of the terms and conditions. For your review I have also pasted

the wording that applies below:

If we determine, in our sole discretion that

your furniture item cannot be serviced

(cleaned) or repaired, we may replace the

affected area. If the affected

area(s) cannot be replaced, you can select a

new replacement piece equal

in value up to the original purchase price

from the retailer from whom this

Plan was

purchased.

As stated previously, [redacted] does not need to return the

affected item to us in order to use the credit that has already been set up for

him; he can continue to utilize the original nightstand that was damaged as a

result of an accident within his home. The Goof Proof protection remains active

on the other parts of [redacted]’s bedroom set as we originally sold it to him.

Our Goof Proof Protection Plan has not failed our customer in this case and I am

truly sorry that we have no further recourse to offer [redacted] on the other

items of his bedroom set. These other items have been in [redacted]’s possession

for nearly a year and ½ and do not posses any manufacturing defects reported to

us within [redacted]’s Bob’s Guarantee period.

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I purchased a bed frame on 9/23/14 an was told by salesman [redacted] it could be picked up in about a week. After signing the agreement [redacted] said oh sorry actually the frame will not be in until October 9th. I called the day before pick up 10/8/14 and was told the frame would not be in until 10/17/14. I called on 10/17/14 and was told frame would be in on 11/1/14. On 10/31 I called to see if frame was in and was told that the frame would not be in until 11/17/14. I was told that the frame was shipped to NH location and that it would be ready for pick up on 11/19/14. At this point I no longer believed the frame was coming in. I was told that they would now deliver the frame on Tuesday 11/18/14. I did get a call finally on 11/18/14 and was told the frame would not be delivered on 11/19/14 it could be delivered on 11/20/14. I told customer service that I no longer wanted the frame and I was then told that they could in fact deliver the frame on 11/19/14 first thing in the morning. On all these dates I expressed how disappointed I was in the service and it should never take 2 months to receive a product. I asked for a discount but was told they could not discount. I was the one doing all the calling they never called me to tell me status of the frame or that it was not going to be delivered on the dates as they kept promising.Desired Settlement: I would like them to acknowledge that they did not handle this situation properly and I would like them to at least give a discount on this frame that I had to wait 2 months for when told I would have in 3 weeks.

Business

Response:

Good Afternoon Revdex.com,

We sincerely apologize for the frustration and aggravation our customer

had to endure during this purchase with us. We assure our customer that it was

never our intention to make our customer wait so long for this merchandise and

we absolutely agree that we failed our customer on several occasions with our inability

to effectively communicate and stand up to our promises.

Our records indicate that we did approve a delivery to the

customer at no charge to make our failures right and as of 12.01.2014 our

Customer Care Team sent a refund of $50.00 back to our customer’s financing

account as a further form of apology.

While it is not normal procedure to process any type of monetary

compensation on a sales order we do recognize the level of failures we have

caused and have processed one monetary refund off of this sales order already.

As an additional courtesy and further form of apology we will process another

$50.00 refund back to this customer’s financing account. This additional refund

credit is reflected under order number: [redacted] within

our system and should be present on the customer’s next financing statement as

it may take a full billing cycle for this to appear.

We apologize again to our customer for the time it has taken us to

get their merchandise to them and thank our customer for their extreme patience

with us.

Kind

Regards,

Bobs

Discount Furniture

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 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: 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 a mattress in March of 2006 from Bob's for $1737.77I was going to be away for a conference so my ex-fianc and I used his information to order it for delivery purposes.The mattress has depressions in it that should be covered under the warrantee. This mattress issue is causing multiple orthopedic issues. I called the service department for help and they told me that even though I paid my ex-fianc had to call. He made the call but the person told him the warrantee was voided because we are no longer together. I have the original sales information and warrantee information. It does not state this anywhere or we would have used both our names. This is a shameless way for the company to not back up their products. There is no one to speak with to resolve this issue. I could only send a question and have not heard back.

Product_Or_Service: [redacted] Mattress Firm

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like the company to honor the warranty. The mattress is eight years old and is clearly defective. I would like a replacement mattress.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] this afternoon (10.03.2014) and

verified that her concern has been resolved. We are very sorry for any

frustration that we caused [redacted] by improperly informing her that she was

not eligible for a service, especially since her mattress remains under a

manufacturing warranty that we are obligated to honor.

[redacted] is currently scheduled to receive an inspection

service to determine if this mattress is defective on 10.07.2014 and I have

provided [redacted] with all of my direct contact information for any future occurrences

of customer care she may need.

Thank you

for the opportunity to make this failure right,

Bobs

Discount Furniture

Review: In December 2013, I ordered several replacement glass panes for my coffee table that I purchased from Bob's Discount Furniture. My credit card was processed and I was charged for the panes. It is now May 2014 and I am STILL awaiting 2 of the 4 glass panes that I bought. This is after going round and round with customer service and being falsely promised that the remaining two glass panes were on there way in Feb, March, and April. Since then, I have called customer service numerous times and they always say the same thing: they've emailed the parts department, they have to see what they say, etc. I called again this morning and they told me that THEY DON'T EVEN HAVE A PHONE NUMBER FOR THE PARTS DEPARTMENT and have no way of reaching out to them other than email. The total number of calls I have made trying to resolve this exceed 10.At this point, I am planning on suing Bob's for breach of contract. I will filing a lawsuit on Friday if this is not resolved in the next 48 hours. In preparing for the lawsuit, I needed to get the name of the resident agent (RA) who could receive process of service. When I called this morning, I spoke with an account manager, [redacted], and asked her what the phone number for headquarters was. She told me that the number I had called - customer service - WAS the headquarters line; this was a lie. I found the headquarters line online and spoke with [redacted], the CFO of Bob's, and verified that he was the RA upon whom service of process could be served. This is the most egregiously disgusting and deplorable customer service I have ever received from any company in my life. It is my belief that Bob's is engaged in deceptive business practices, and as such, I will see them in court in [redacted]. All of this over 2 glass panes for a coffee table.Desired Settlement: None - they had their chance for 6 months to make it right and now they will be sued for the maximum penalties for unfair trade and business practices under [redacted] law.

Business

Response:

Good Afternoon Revdex.com,

I have just left [redacted] a message at the phone number she has

provided within this complaint. If for some reason my message did not take

please pass on my direct phone number of ###-###-#### as well as my email address:

[redacted] for [redacted]’s use.

We are working at full capacity to provide our customer the

resolution she seeks within the time frame she has allotted. I have located the

parts our customer needs and was just given confirmation that these parts

should be shipped out today from [redacted]. I agree with our customer that the wait time

for these glass pieces has been absurd and it is completely unacceptable for

any company to ask their customer to wait so long for merchandise. I am so

sorry that [redacted] has had to waste so much of her valuable time trying to get our

errors corrected.

If the customer is comfortable with it, I would truly appreciate

the opportunity to speak directly with her by phone or email.

Thank You

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison