Bob's Discount Furniture

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

Business

Response:

Good

Morning Revdex.com,

Please

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

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

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

cancelation sooner in the day.

Our

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

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

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

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

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

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

mattress.

Should

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

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

Our

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

-8:00pm.

Thank

you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

Business

Response:

Good Afternoon Revdex.com,

This

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

Corporate Offices.

Thank you

for providing us with an opportunity to make it right,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: 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

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

Business

Response:

Good Morning Revdex.com,

In reviewing [redacted] account our records do not indicate

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

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

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

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

for her with my direct phone number.

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

this complaint with a fair option for resolution.

Thank you for the opportunity to make it right,

Bobs

Discount Furniture

Customer Care

Corporate Liaison

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

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

Business

Response:

Good Morning [redacted],

My sincerest apologies that you haven’t received the follow

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

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

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

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

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

repairable and have listed options for exchange or discount.

Option 1:

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

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

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

and/or your Property Manager to accept this exchange.

-Or-

Option 2:

It is certainly not within our normal practices to deliver

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

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

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

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

discount off the affected item.

We are unable to honor any remaining warranty after a

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

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

Option 2A: Your manufacturer

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

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

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

services can be offered within the guidelines of your warranty.

-Or-

Option 2B: Your manufacturer

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

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

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

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

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

warranty coverage at all.

Our records indicate that your refund of $50.00 was

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

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

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

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

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

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

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

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

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

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

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

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

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

option please ensure it is explicitly clear what option you are

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

up with you in the most efficient manner.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

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

Business

Response:

Good Day Revdex.com,

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

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

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

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

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

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

Thank you for the opportunity to make this failure right,

Bobs Discount Furniture

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

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

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

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison %

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

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

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

Dear Sir / Madam

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

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

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

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the time of

sale that very clearly indicates there are some exclusion(s) to the protection

plan and the document further encourages the consumer to read their full plan

documents for the list of exclusions. As the manager of the plan, Guardian is

responsible for sending the consumer the plan documents. Should the customer

decide that they would like to review the complete plan documents as the flyer

suggests and they don’t have these documents, we assume (as any retailer would)

that the customer would then try and obtain said documents for review. Had we

been made aware of the need for these terms and conditions we most certainly

would have provided them upon any request. As it is not typically a document we

provide we literally have no way of knowing whether the consumer has received

the complete plan or not and we see no reason not to trust that Guardian is

continually sending these documents as many claims for coverage are routinely

approved.

Another valuable portion of the protection

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

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

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

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

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

us that there were no factory

defects present and therefore coverage under the associated warranty cannot be

honored directly through Bobs Discount Furniture.

In an effort to assist this consumer I have

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

any type of courtesy offer for resolution our business requires more

information from this consumer.

#1:

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

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

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

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

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

#2:

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

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

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

indicating they reported concerns within 6 months to?

#3: The customer’s ‘disputed amount’

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

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

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

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

directly with the other merchandise on the original sales order?

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

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

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

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

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

customer as a courtesy from our business.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Thank you Revdex.com.

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

Business

Response:

Good Morning Revdex.com,

Please pass

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

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

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

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

have no recourse to offer relating to this concern.

I am unable

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

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

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

time of sale.

Working off

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

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

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

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

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

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

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

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

no coverage remaining to assist this consumer directly thru Bobs Discount

Furniture.

Again

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

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

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

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

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

not able to take responsibility for the current condition or structural

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

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

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

Bobs

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

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

specific scenario.

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

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

Business

Response:

Good Morning Revdex.com,

The fact remains that the bunk bed being disassembled and

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

integrity and current condition of the product overall.

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

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

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

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

to adhere to.

The customer has chosen not to provide me with any account

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

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

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

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

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

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

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

Furniture did not contract.

We are regretfully still unable to make any offers at this

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

rebuttal with.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Morning [redacted],

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

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

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

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

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

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

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

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

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

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

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

claim is being directly addressed by Guardian.

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

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

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

by you.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

Business

Response:

Good Afternoon [redacted],

My apologies if for any reason my

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

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

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

product that is not covered it voids the warranty”.

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

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

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

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

time.

Should you have

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

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

concern at this time.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: 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: 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