Bob's Discount Furniture

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: I ordered a bedroom set for my daughter from Bob's in February 2014. I also purchased the "Goof Proof" warranty for $149.99. This month the [redacted] on the dresser broke off. I contacted Bob's and sent pictures of the damage on Wednesday, 8/27 and was told I would hear back in 72 hours. No response. I contacted them again on Thursday, 9/4 and was told after looking at the pictures it looked like an accident and not a manufacturers defect. They were not responsible for fixing it and I needed to call [redacted] who had the Goof Proof warranty. [redacted] informed me that they do not cover any accidents for furniture that is less that 1 year old from the date of delivery and told us to contact Bob's. Bob's refuses to fix the damage. In fact, they said my only option was to purchase a new drawer for about $40. The customer service rep from Bob's told me yesterday (9/8) that that drawer was now out of stock and shipping in December. But I would get a call back from someone from Bob's either today or tomorrow. Like all other times they told me someone would call me back, no one did. I cannot believe the absolute horrible experience I have had with this business. I have spent 2 weeks dealing with this company and am no closer to getting this resolved then when I started. When I purchased this furniture, the salesman told me "Goof Proof" covers everything except damage by your pet and it was easy to make a claim. That is a complete lie.Desired Settlement: I'd like the drawer or the entire dresser replaced.

Business

Response:

Good Morning [redacted],

I am very sorry for the amount of frustration you have been

caused while seeking resolution to this concern. I have called and left you a

message this morning informing you that we will absolutely cover the cost of

ordering and installing the drawer for you. Please call us to confirm exactly what

drawer it is that you need so we can place the order for you. I have further

indicated on the message that in the worst case scenario this drawer will

arrive to you around the beginning of January 2015. I apologize for the wait

time however we can only get this drawer directly from the overseas manufacturer

who builds this product.

[redacted] is a nationwide company that works with hundreds of

furniture retailers and the Goof Proof Plus Plan you purchased is extremely

valuable. The plan covers your furniture for defects for five long years

(through Bobs) and many accidents for five long years (through [redacted]). There

are exclusions in order to keep the plan fair for all customers just like with

insurance that you would purchase for your car, appliances, or electronics. I don’t

agree with the fact that you were referred to call [redacted] on this damage as

our Customer Care Agents are continually trained to know the guidelines of the

plan and I am happy that you escalated your concern to get the care that you

deserve. We clearly have some coaching concerns here and I am grateful that you

brought those to my attention.

Please call us at ###-###-#### (Mon – Sat 6:30a -8:00pm)

and we will place the part order for you. Once you receive the part you can

call us and we will schedule one of our Service Professionals out to your

residence to complete the installation free of charge should you wish.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Thank you so much for getting this rectified for me. I'll be honest, I submitted this complaint thinking nothing would ever come of it. I was pleasantly surprised with how quickly the Revdex.com got this resolved. Thank you again!

Sincerely,

Review: We paid over $1,000 for a sectional couch that started tearing and deteriorating in less than a year after the initial purchase. They did agree to replace a portion of it, but it wasn't long until that fabric began to deteriorate as well. Now, three years later we have a couch that looks like complete trash. There are tears in it everywhere and the fabric is horrifying. Not sure if they vioated any rules here, but I wanted to make a complaint that they sold us a complete piece of junk, which rapidly deteriorated before our eyes from the moment they delivered it. We also bought a bed from them and the quality of the pieces they showcase inside their store are clearly much better than what they end up delivering to your house. The bed looked strong and durable in the store, but the one we got was rickety and flimsy. Probably only a matter of time before that is junk, too.Desired Settlement: I doubt they'd ever agree to it, but we should get a replacement that isn't made of material which disentegrates so easily.

Business

Response:

Good Afternoon [redacted],

I apologize that you have such little faith in our company

and our willingness to help you solve your concerns. I assure you that we care

very much for our customers and always work to offer an option for resolution

that is fair for both parties when all facts are considered.

Our records indicate that you first reported the concern

with your living room furniture to us on 8.25.2014, nearly three years after

you received and had been using this merchandise. As you cite this merchandise

started showing this concern very early on it is hard to believe that you let

it go for years unreported. Our records also indicate that you had a service professional

out to your home in August of 2012 for a different concern and our records don’t

indicate that the seams separating were a problem in 2012; we then paid to replace

your product for you as a courtesy even though our service professional determined

that there was no manufacturer defect with your product. We stand behind the

quality of our product and while I agree with the last technician sent to your

home (on 9.10.2014) that your sofa is experiencing these concerns as a result

of many years of use (normal wear and tear) we are willing to make you a fair

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

our business.

We will offer you a 50% store credit (based on the price you

originally paid for these items) on the 4 piece sectional, the matching

ottoman, and the matching accent chair. We will also offer to cover the cost of

delivering the new set you select and removing the current merchandise in your

home which in all reality is a major cost for any business to offer to incur.

We will also include a prorated (based on years) credit for the Goof Proof Plan

you purchased in this offer.

In regards to the king size bed delivered to you on

10.02.2012 (nearly two years ago), our records show absolutely no report

of any concern on this bed. I checked our service report from our last visit

earlier this month and I couldn’t find any reported concerns regarding this bed

there either. We do not place different versions of the merchandise we stock in

our warehouse in our showrooms. We are a retailer and for an accusation like

this to be true every single vendor we work with, from various parts of the world,

would have to literally build two different models of merchandise to ship out

to the hundreds of retailers they sell to nationwide. Even though we haven’t

determined any defect with this bed and you are just now reporting your concern

in workmanship after several years of use we will offer you the same courtesy

as we have on the living room furniture (50% credit based on the price you paid

for the headboard, footboard, rails, prorated Goof Proof credit based on years,

no new delivery fee on the new sale which includes assembly, and removal of the

current headboard, footboard, and railings you have).

I apologize to you again [redacted] that you are so disappointed in

the product you have purchased from us. If you would like to accept these

offers please respond to me via this Revdex.com channel and I will create the credits

and have our retail location follow up with you directly.

Kind Regards,

Customer

Care Corporate Liaison

Bobs

Discount Furniture

Consumer

Response:

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

Sincerely,

Review: A little background.. 3 years ago my wife and I purchased the [redacted] with the guarantee that if we didn’t like it, we can return it, within 30days, for a refund or credit. We did not like it, and requested to exchange for a new bed, this cost me a $60.00 fee that we were never informed of, but we paid that and got the [redacted] bed (king-size) mattress and box spring. We dealt with a sales rep names [redacted] in the [redacted], Ma store. The bed came and we loved it, and felt great about Bob’s to this point. We even went back to purchase an entire living room set, (couch, Love seat, Coffee table, End tables, Lamps) when the delivery came, roughly 2 weeks later, the delivery guys looked at the stairs they would have to climb, they claimed it wouldn’t fit. I found this very odd since we moved all of our belongings in to this apartment ourselves, and moved the old furniture out after we purchased this new set. We went back to the store, and were informed that we would need to choose a new set and it would be delivered within 2 to 3 weeks…. We had given away all of our old furniture and had been using lawn furniture until the new delivery arrived; now I have to wait another 2 to 3 weeks! The store said there was nothing they could do about it. We demanded a refund and went to another store, who was able to deliver similar size and shape furniture (much cheaper also), the next day and with no issues.

Fast forward to November 2014, my wife begins to suffer back and neck pain, and after going to the hospital and then her doctor, we find out she has a pinched nerve in her neck. Her doctor questions how she is sleeping and the condition of our mattress; It was only 3 years old that shouldn’t be the problem, so we take a closer look at the mattress and realize that it’s no longer flat, there were 2 body size indents in the mattress, considerably deep. We had the Bob’s customer service come out to our home in early December and he confirmed the mattress we in great condition over all but there were in fact 2 very large divots in the bed over 2 inches, and this warranted a replacement. He had us speak with their customer service team who informed us that they no longer carry this mattress and would give us a credit so we can go pick out a new mattress. We go and do just that, they now have the [redacted] with a Gel filled pillow top (this is the only difference between the mattresses) and this one was more expensive, and we would need a new mattress cover for it as well, this was over $250.00, and we reluctantly paid it because we needed a mattress. After the purchase and confirmation of the delivery date (which we were promised some kind of special delivery selection due to the issues we had) we set it for 12/20/14… during our final check out, where we speak with the people behind the desk, we voiced our dissatisfaction about being charged extra to replace their defective item, the manger agreed and said we should not have had to pay more, and because we had already bought a Mattress cover there was no need to replace that, unless there was an issue with it we could use their [redacted] warranty if we had it, which we did. So she had to refund us most of the money back, but we still had to pay a little more than $65.00 for the taxes…. I didn’t like this, but paid it anyway. Today the 18th of December I get the automated call telling me that my scheduled delivery will be there on the 23rd….? this is not the date on any of my paperwork, nor is this a date we would have scheduled (it’s a Tuesday and we have full time jobs) so I spoke with their customer service department and explained all of this only to be told that there is nothing on our account showing any delivery date for the 20th… but would see what they could do to deliver it on Saturday the 20th, as originally promised. After holding for quite a while the rep comes back and tells me that the mattress wouldn’t even be available from the manufacturer until the 23rd, so they couldn’t help me. I was extremely upset and requested to speak with a manger, after another very long hold, a manager named [redacted] came on and told me that the mattress was in stock and she would also attempt to get it delivered on the 20th… then her phone started cutting in and out and the call dropped?? I called back and spoke with another rep who couldn’t get me back to that manger, but said there are some notes on our account and he too would try to get the delivery set for the 20th, but couldn’t guarantee it… but they would call me back.

I just can’t understand how things like this happen with such a large store that has been in business as long as they have, and claim to have such excellent customer service. This has been the latest of our multiple, horribly bad experiences.Desired Settlement: I feel that for all the aggravation that my wife and I have suffered, we should receive a discount for the purchase, or credit if we choose to ever do business with them again.

Business

Response:

Hi [redacted],

I apologize that you feel so disappointed by our business

and for the product defect you experienced with your mattress.

In regards to the additional delivery fee you paid to have a

comfort reselection completed in 2011, this information would have been present

on your original sales invoice under our mattress satisfaction policy. This

document is commonly signed by the customer prior to leaving our retail

location. As our delivery fee’s are always charged separate from the cost of

merchandise we do maintain that it is a fair and adequate charge given the facts

that this mattress was being sent back (and couldn’t be resold by our business)

for a preference issue and we must pay out to have the new delivery take place.

I can certainly understand your frustration after our

delivery team insisted that your merchandise would not fit and as you allege,

you were able to get a similar set in with no issues. While I am glad that you

ended up saving some additional money on your new set I am so sorry that we

lost your business on this sale and inconvenienced you at all. It was surely

never our intention to disappoint you and we must trust the judgment of our

delivery team when it comes to the size and fit of merchandise into a home. In

complete honesty it does not benefit a team not to deliver merchandise they

have on their run. The majority of trucking companies compensate by completed

stops only. The delivery team is also responsible to maintain that merchandise

for the rest of their day (keeping it free from damage), off load it from their

box truck, and reload to a returns trailer before they are even allowed to go

home. In many cases the team isn’t getting back to their trucking company until

well beyond 8 hours on the road. Another factor to consider is that a delivery

team is personally monetarily responsible for any damage they cause to a

residence and/or merchandise during transit and placement. For these reasons

and more I assure our team’s do not routinely state that furniture won’t fit

properly if there is a chance it will make it into the home safe and sound as

expected.

Again I apologize that you had any defect concern with the

original mattress you purchased from us and as a business we followed through

on honoring that defect concern with an adequate resolution. This is the owed

responsibility of any retailer under warrantied defect circumstances. Per my

research the prices in mattresses did not change with the upgrade of the

gel layer. I show both inventory articles being priced at $1,099.00 when sold

on their own. You initially received a discount by buying the sleep set

(Mattress and Foundation) together and paid a cost of $1,021.88 for the

mattress. I can see if an error occurred on the sales person’s part in

initially charging you the retail price of the mattress (as that’s how it would

auto populate in our computer system) and offering you the new bed protector.

Our records indicate, as you have, that we were able to correct this sales

error prior to you leaving the store on 12.06.2014. Our records further

indicate this coaching concern has been addressed with/at our retail level. I

do feel it pertinent to educate you that it is always a benefit to purchase a

new bed protector with a new mattress, especially since our protectors have

been upgraded to full encasement style since 2011 and it renews the 10 year

warranty that comes from the protector company. Having purchased multiple new mattresses

myself in the past few years I have always seen it pertinent to buy a new

protector when I buy the new mattress. Viewing this scenario strictly from a

general consumer’s point of view I can certainly emphasize with your desire to

continue using your original protector.

If you were provided with paperwork at the time of sale

indicating that your assigned delivery date was 12.20.2014 it is very odd that

the delivery, for any reason would have been moved to a later date without

customer notification or request. A member of our personnel would have had to

physically change this date inside your order or a system glitch (I am not

aware of happening ever before) would have had to occur. We will continue to

research this anomaly with our tech group to determine the exact cause. As of

now we have corrected the concern to you and your mattress delivery is

scheduled to take place on 12.20.2014 as originally agreed upon.

Bob’s prides itself

on providing you quality service and the best value product for the price. Our

primary focus is on making it right so that you are satisfied with the product

that you have purchased from us. We currently have the delivery scheduled for 12.20.2014

to resolve your concern.

While it is not normal procedure to do so, I recognize that

we have caused you a great deal of inconvenience. For that reason, I will make

a note that once we have made everything right, we will review your account to

determine if further action should to be taken. Regretfully we are unable to

offer a further discount off of merchandise that will exist in your possession

in good condition.

Our delivery team is expected to call in your stop to our

Customer Care group prior to leaving your home tomorrow so at this time if you

still remain unsatisfied, we can perform the review and determine if a further

form of apology will be offered to you.

Kindest

Regards, [redacted]

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a piece of furniture in June of 2012 with a five-year goof proof warranty. I contacted customer service and explained my situation the representative told me I had a manufacturer warranty that expired after one year but I still have my 5 year goof proof warranty. She told me I can have someone come to service my bed to see if it could be fixed I explained to her that the bolts on the side of my bed popped out and the sidebar was bent, she then told me to contact goof proof.I contacted goof proof, it took 30 minutes for a representative to answer the phone I explained the situation to one of the representative she stated that once the claim is on that she can't add anything to it she asked me if I'm sure that that is everything I want to include I stated yes she then put me on hold for another 4 minutes she then came back to the phone and said my claim is denied I asked how come and she told me it was Not accidental.I expressed my concern because I did have a goof proof warranty purchased and I wasn't made aware that this type of accident was not covered in the fine print had I had known this type of accident was not covered I would have never made this purchase.I am now out Close to 1100 dollars and have no bed. the representative told me I could contact someone Who does services to come fix my bed however I would have to pay for it out of pocket my warranty would not cover these charges. the customer service representative also told me I had a one time replacement plan for this item.Desired Settlement: I would like a refund check so I can now purchase a different bed and take my business elsewhere I will never do business with this company again this is ridiculous and I cannot believe they treat customers in this way.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] 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, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.

Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:

“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”

The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.

Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.

In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.

Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment. %3

Consumer

Response:

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

Review: This is ridiculous. I had to come back as I was told in Revdex.com Complaint Case# [redacted] that they would have the part by February and it is well past February. This is absolutely unacceptable. I have wasted tfar too many hours on the phone and it has been almost a year since I ordered the shelf to replace my shelf on my cocktail table. We received the refund though they called to tell us afterward that the refund had expired. This is the most disorganized company I have ever had the unfortunate experience of working with. I just don't understand why you would be so stubborn about a $250 table when I purchased a couch as well and was very happy with it. Wouldn't you want to keep my business and that of all of my friends and family??Desired Settlement: At this point, I have had my broken table for almost a year and would like a replacement or at the very least for someone to come and fix the table. I have not had one moment where I could enjoy my furtniture. The couch I bough also broke in this time.

Business

Response:

Good Afternoon Revdex.com,

At this time we are just as shocked as our customer is that the

part has yet to arrive. We fully confirmed with our vendor that the part was in

transit as indicated in our previous response. I have been trying since

3.20.2015 to get a response from our vendor on where their container shipment

is and have been unable to receive a response back. As originally disclosed our

business did not assemble this item, therefore the replacement shelf was not

needed as a result of our failures, we also verified with our Quality Control

Department that there have been no returning tables as a result of incorrect or

inefficient hardware included with these tables. As of right now, not being able

to procure information about the shipment and the shipment not arriving as we

expressed is most certainly a failure we can and do take ownership and responsibility

for.

In regards to the approved and processed refund on this purchase

part order, this was voided due to lack of follow up on the customer’s part. First

we communicated via Revdex.com how the customer could get this processed immediately

and our records confirm that our retail location attempted to contact this customer

to get the refund fully processed as well. The refund was voided by our

Accounting Department because we are unable to keep open unclaimed money on

accounts. Our records further indicate that a message was left for our customer

on 1.27.2015 advising that the paperwork could be reinstated at anytime after

she contacted us to provide her credit card information.

Should the customer agree to decline the offer of refund on the

cost of the part order we will agree to provide a factory fresh model of this

table to the customer and cover the cost of delivering the new table to their

residence. Should the customer wish to accept this option for even exchange it

is best that they contact our Customer Care Offices directly to schedule the

even exchange date as the availability of the table and/or open delivery dates

is/are subject to change.

In reference to the sofa the customer mentions in this complaint I

am uncertain as to whether our customer needs assistance with this item. In one

portion the customer mentions that they are very happy with the item and then

in another part of the complaint they indicate there is a concern with this

item. Our records show no report of concern being made to us on this item, if

the customer needs assistance under their warranty coverage with the sofa we

are happy to help and just asked to be informed of the concern.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Business

Response:

Good Afternoon Revdex.com,

At this time we are just as shocked as our customer is that the

part has yet to arrive. We fully confirmed with our vendor that the part was in

transit as indicated in our previous response. I have been trying since

3.20.2015 to get a response from our vendor on where their container shipment

is and have been unable to receive a response back. As originally disclosed our

business did not assemble this item, therefore the replacement shelf was not

needed as a result of our failures, we also verified with our Quality Control

Department that there have been no returning tables as a result of incorrect or

inefficient hardware included with these tables. As of right now, not being able

to procure information about the shipment and the shipment not arriving as we

expressed is most certainly a failure we can and do take ownership and responsibility

for.

In regards to the approved and processed refund on this purchase

part order, this was voided due to lack of follow up on the customer’s part. First

we communicated via Revdex.com how the customer could get this processed immediately

and our records confirm that our retail location attempted to contact this customer

to get the refund fully processed as well. The refund was voided by our

Accounting Department because we are unable to keep open unclaimed money on

accounts. Our records further indicate that a message was left for our customer

on 1.27.2015 advising that the paperwork could be reinstated at anytime after

she contacted us to provide her credit card information.

Should the customer agree to decline the offer of refund on the

cost of the part order we will agree to provide a factory fresh model of this

table to the customer and cover the cost of delivering the new table to their

residence. Should the customer wish to accept this option for even exchange it

is best that they contact our Customer Care Offices directly to schedule the

even exchange date as the availability of the table and/or open delivery dates

is/are subject to change.

In reference to the sofa the customer mentions in this complaint I

am uncertain as to whether our customer needs assistance with this item. In one

portion the customer mentions that they are very happy with the item and then

in another part of the complaint they indicate there is a concern with this

item. Our records show no report of concern being made to us on this item, if

the customer needs assistance under their warranty coverage with the sofa we

are happy to help and just asked to be informed of the concern.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

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 will take a new table.

Sincerely,

Review: Bobs sold us the Guardian Protection Plan which should cover accidental damage. It does not. Guardian will not honor the claim even though it was an accident. Bobs will also not honor the claim. Guardian says it is a manufacturing defect. This is what they always say.Desired Settlement: I want this bed repaired or replaced.

Business

Response:

Good Morning Revdex.com,

This particular claimant has used your channel before via claim # [redacted] (DEC of 2013) and received direct recourse and assistance from us as a

business. I personally worked with this customer at that time and I am certain

that I fully informed the customer at that time what the parameters of the

Guardian Plan are for coverage. We also worked above and beyond for the

customer as a refund on the plan was received from the Guardian company on that

particular sales order and set the precedence of taking more than appropriate

care of our customer by additionally paying for a new dining room set to be

delivered at no charge to this customer. Our past extreme efforts will be

considered in the event we may be able to offer any type of additional courtesy

to this individual after this new claim is fully reviewed.

I am not certain why and frankly it causes me great sorrow

that, this consumer felt the need to

escalate again to the Revdex.com against Bobs Discount Furniture as we made and

followed thru on every effort to satisfy his needs previously. I genuinely

would have hoped he would have been left with a better impression of our

organization after his interactions with me directly and via the Revdex.com.

Should the claimant wish to again demand possible recourse

assistance directly from Bobs on a plan that is managed thru a third party we

require the same information as we did before. The customer can respond to us

thru this Revdex.com channel with:

What

one time accident occurred to what item?

Photographic

evidence to support this accidental occurrence report

After reviewing this information we will respond again thru

Revdex.com with what, if any, options for recourse we have to provide.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have sent the following information requested to Bobs. Unfortunately, their 3rd party company whom they outsource the warranty from is one of the worst companies I have dealt with. Please see below for reviews regarding "Guardian Protection Plans"

Review: On 3/8/15 I purchased a reclining loveseat, mattress and boxspring. The loveseat was out of stock and set up for delivery on 3/30/15. The mattress and boxspring were set up for delivery for the first of 4 times on Friday 3/15/15. On delivery, the mattress and boxspring arrived damaged and same thing three other times. Friday 3/27 was the last attempt and it was enough. It was the fourth time having damaged mattress and boxspring delivered. I do have pictures also. I have 8 pages of notes of who and when I talked to Bob's regarding this issue. I had enough and told the drivers to just take the furniture I had here, the mattress and boxspring and called customer service, they placed me on hold and when I was on hold, the driver said he could not take the furniture, I would have to set up a different appt. for pickup. When customer service came back on the line, I told her what happened and she set up a 5 th appt. for me to have to wait in yet again for the pickup of the defective mattress and boxspring. I cancelled the order for the loveseat that didn't come yet and was told the credit for the loveseat would show 24-48 hours from the call 72 hours at the most, which was not the first one made, they were playing with me. Also, the credit for the mattress and boxspring will show 24-48 hours after they pick up Wednesday 4/1/15 plus delivery charge and goof proof upon returning the mattress protector The credit is still not showing over 72 hours after the order was cancelled. I have pages of specific info. too much to put here but I can be contacted for further information. I feel they should do what they said they were going to do, I gave them 4 chances on the mattress and boxspring and have to wait in again for the 5 th time Wednesday, I would like these credits credited to my acct. as promised. I understand the mattress and boxspring have to wait on credit until they pick up on Wednesday 4/1/15,which was also not a timely manner either, but the loveseat part of the credit should have already showed. I also understand that the mattress protector(goof proof) will be applied after returning matttress protector to store but I cannot do so until after they pick up the mattress and boxspring.Desired Settlement: I have been more than patient giving them numerous chances to deliver undamaged mattress and boxspring, I have waited in 4 times already and it will be the 5th time Wednesday. All I want is to receive my credits promised me on my credit card and an apology for all the unprofessionalism they have displayed. Again I have so much more detail, 8 pages worth, which I can elaborate on if need be.

Business

Response:

Good Morning Revdex.com,

Thank you for providing this mediation service however in

this claim’s case the customer also left us a corporate voicemail that was

directly followed up on yesterday (3.31.2015). I have personally worked with

this customer, and provided documentations by email, to decipher the current

details of her account with us. I have sincerely apologized for the mistakes we

have made and the customer has been offered/accepted additional form(s) of our

apology from us as our way of making it right. The customer has my direct

contact information and I have made agreements to follow up again with this

customer on 4.2.2015.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is not right that my order that was cancelled and never delivered is being held up until the mattress and foundation arrive in [redacted] when they were picked up early this morning. Also, they claim the credit will not show until next Monday which will be 1 1/2 weeks after cancellation of the loveseat and almost a week after pickup of the mattress and foundation. Also, their excuse for not taking the mattress and foundation Friday March 27 was that they didn't have plastic for the mattress and foundation. Well that is not so, today the delivery drivers brought out the mattress and foundation without plastic and put them on the dirty street. They are obviously not trying to resolve this situation. Also, in the statement, it states that they contacted me directly, not so, I called on Monday and left a message and they called on Tuesday. It was told to me that they dropped the ball in their paperwork and the acccounting dept. flagged it and this is their excuse for the delay. Their incompetence is not my problem and they should resolve the issue and not continue to hassle me. I also know for a fact that they have the ability to expedite credits to show within 24-48 hours and the mattress and foundation were picked up this morning Wednesday April 1,2015. In addition, I called [redacted] this morning after they left stating my concerns and have not heard back. I still feel they cannot be trusted, they say they are going to do things and they do not do them time and time again. I have a right to timely credits on my account and they are just dragging their feet.

Sincerely,

Review: This is not the first time I hAve had problems with the comPany. They have their salesperson talk you into buying "goof proof" insurance which is supposed to cover accidental rips, tears, cuts burns and punctures to leather. I submitted a claim for one of my dining room chairs that had a rip in it and the leather peeled off of it because of the rip and they told me it's not covered, when clearly the "good proof" terms say that they do. It's crazy how they tell

You don't worry if anything happened they will replace it or repair it. They lied. When I asked to speak to a supervisor the lady told me there's no one but her to talk to. She said supervision doesn't deal with customers. How am I supposed to get this resolved if they won't even talk to customerS?Desired Settlement: I want my chair repaired or replaced

Business

Response:

Good Morning Revdex.com,

I spoke to our customer today (10.23.2015) and apologized for all

the concerns she has experienced with this dining room set. We have processed an

agreement to provide our customer with a reselection credit and she will

visiting our showroom within the next two months to make her reselection.

We thank our customer for giving us the opportunity to make her

concerns right and apologize again for all the frustration these chairs have

caused her.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

I would also like to add that I very much appreciate how Stephanie replied quickly and was very kind. I appreciate that this was resolved quickly and exceeded my expectations. Sincerely

Review: We bought two whole rooms of furniture at Bob's Discount furniture 2 and a half years ago, We spent $300.00 for the "goof Proof" warrenty should ANYTHING happen to our furniutre prior to 5 years. Just called in to report that I had a recliner that did not recline as of 3 days ago, and had a party two weeks ago in which two chairs legs were damaged and someone put a stain on the table top and they told me that I could not get this repaired or repalced because it was too many items at once. And that I did not call this in a timely manner? What is a timely manner? I want the items replced and my money back for false advertising. When I purchased the wareenty I was guareented that I would have no problems with getting items repaired without having a problem. Complete misleading advertisement. I am out $300.00 and I have crappy furniture that I have to replace to boot.

Product_Or_Service: Furniture

Desired Settlement: To replace the two broken chairs, table and recliner

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I attempted to research your account but was unable to locate any purchases using your name, telephone number or street address.

Please forward the identifying account information so that I may assist you further.

Review: My mother, [redacted], purchased a convertible sofa from Bob's furniture. The product was defective (the bed cannot be pulled out all the way. It's stuck at an angle.)

Product_Or_Service: convertible sofa

Desired Settlement: DesiredSettlementID: Refund

Full refund of the purchase

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

Good Morning [redacted],

I was pleased to find upon researching your mothers account that this issue has been resolved. July 22, 2013, customer care authorized the return of sleeper sofa and chair, to which your mother reselected to a different sleeper sofa.

Bob's Discount Furniture appreciates Ms. [redacted]'s business and hope to remain her furniture retailer of choice.

Review: Warning for all people to never buy from Bob's Discount Furniture. My wife and I purchased a $610 sofa and within a year the "bonded leather" completely broke down and flaked apart. We called Bob's they sent our a technician and they said the damage was too severe to repair but if it was lesser they would have given us store credit. After researching online this is not true either even with a warranty they do not replace anything. Never buy from this dishonest, corrupt greedy, low quality furniture store! Do NOT believe me youtube and google research and you will find out the truth!

Product_Or_Service: Bonded Leather Sofa

Desired Settlement: $610 refunded to my account

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Good Morning, Mr.[redacted],

Thank you for choosing Bob's Discount Furniture. I apologize you are dissatisfied with the quality of the sofa purchased, March 2009.

I have reviewed your account as well the pictures you supplied; Given the condition of the sofa, it would be expected that you would have contacted us years ago to express your dissatisfaction. Since owning the furniture you have not contacted us prior to 2013? Surely, the issue with the cracking and peeling occured years ago. The warranty associated with your sofa expired in 2010, therefore, customer care was correct in explaining that there was no recourse they could offer, coupled with the condition of the sofa.

Cracking and peeling can occur with bonded leather; especially with 4 years of use.

Bob's Discount vows to stand behind the merchandise we sell, while striving for customer satisfaction. As a courtesy, we will allow you to keep the sofa and provide you with a store credit amounting to 30% of the value of the sofa, $164.70.

Your business is appreciated and we hope that you find our offer fair.

Review: Bobs discount furniture will not replace my furniture.I had my furniture for two years and have a warranty.I filed a complaint three times and had a service tech come out to see the damage.Up until last week the warranty and goof proof dept said niether will do anythng about the damage.I filed the complaint within the time they said I had to and purchased a five year warranty.So my question for the year to them is, when and who is going to fix my furniture? Within the year of me purchasing it,the arms cave in,shortly after the cushions bulge up with uncomfortable pressure points,then as I normally would do, I go to pull the bed part of it out and that breaks apart.They say its not a manufacturing problem.Now that makes no sense at all.I have a 1700 dollar broken furniture set in my livingroom thats of no use,cant use my warranty I purchased that in the event of something like this happening I would be covered.I told them they are going to replace my furniture.They say no but I say I will fight till they do wat they are suppose to do.They shouldnt be allowed to treat the customers this way.No customer should have to go through this!Desired Settlement: I want my furniture replaced or fixed.

Business

Response:

Good Morning [redacted],

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

Goof proof is designed to provide coverage against most in home accidental damage whereas, the manufactuerer warranty covers defects in the craftmanship of the product. Both technicans dispatched to your home, one year after delivery indicated that the damage to the sofa was unrelated to a defect and the condition of the merchandise was not reflective of proper care and maintenance.

Bob's Discount Furniture prides itself on standing behind the merchandise we sell, just as long as the issue is directly related to a defect. Please forward 2-3 pictures of the damaged item(s), one which must showcase the overall condition of the item. Upon reciept, I will view them with our Service manager to determine what recourse, if any we will have to offer.

Review: Bobs furnitur store,failure to honor 1 year warranty on a nightstand I purchased. It is clearly a manufacturer's defect, and technician reported damage sustained by household usage. Technician is not an honest man. Tech told me damage was a manufacturer defect,but reported otherwise. Nighstand drawer was never, ever used because I couldn'open it since I bought it. Since I declined to purchase a "goof proof" warranty, I thought I couldn't report the damaged unit, until one day I read the sales paperwork and realized I actually had a 1 year manufacturer warranty. At time of purchase,I was told that without goof proof purchase my bedroom set would not be repaired if damages found. I was never told I had 1 yr warranty of manufacturer defect. I did fail to read the entire sales papers, my mistake. I complained to bobs, they said they stand behind their technician, after 1 hr of telephone discusssion, they said as a courtesy they would order drawer tracks, but I must wait 140 days to receive them. I requested a supervisor and technician to revisit home for a proper assessment of damages and this was denied. Please help, I paid over $2,000 for my bedroom set and am very, very hurt and disappointed, I live alone, no kids in the house to cause damages. It' been close to 20 yrs,and with sacrifice,I finally buy a bedroom set and it is damaged. I will never again spend money at bobs furniture. No one should.Desired Settlement: I'd like a replacement or repair of nightstand. I don't see why I must wait 140 days for tracks in the mail. Bobs has a nightstand on their store display, if it is not damaged I will settle for it.

Business

Response:

Good Afternoon Ms. [redacted],

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

Bob's Discount Furniture prides itself on standing behind the merchandise we sell, even after the expiration of the manufacturer warranty. Based on the date of delivery, expiration of warranty and technican report, our best possible option for recourse was to offer and replace the drawer glide and install at no charge to you. The 140 dates you were quoted for the arrival of the part is due to manufacturer being located overseas and parts only be shipped by container.

I apologize, if you were not aware of the manufactuerer warranty associated with your furniture however, please assured that we will do everything possible to address your current merchandise concerns as well as any future concerns you may have.

Review: We purchased furniture from Bob's in [redacted] on November 27, 2012 (Less than one year ago). The furniture was delivered in early December 2012, and we also signed up for the "goof proof plus warranty." Per the Bob's website, this covers:1. What is Goof Proof Plus?A- All of Bobs products are guaranteed free from factory defects for 1 year. With the purchase of Goof Proof Plus, your merchandise is covered against a number of accidents that can occur within 5 years PLUS Bobs guarantee is extended to 5 years as well, The Plus is US.We purchased the following furniture pieces:4 Sofas1 Ottoman1 Pub Dining SetWithin one week of delivery, the cushions on the sofa were all pulling, and the fabric was badly misshapen. The spindles on two of the dining chairs had cracked, and the ottoman began to take on an odor of vomit inside. It is disgusting. I called the bob's warranty line, and a representative came to my home (finally) on April 3, 2013. He said he could order replacement chairs for me (however he said this particular set is prone to cracking and breaking), new cushions for our sofas, but that we shouldn't expect perfection because this (his words) "isn't [redacted]." While I understand that fact, I do not recall any of the paperwork I signed as saying "your furniture will not hold up for more than a few weeks, since it is not [redacted]" He said it might take four weeks for the replacement pieces to arrive. Never came. Subsequent calls to the bob's line leave me with no answers, and again, we have not yet owned the furniture for one year. We have already paid off the furniture in full.Desired Settlement: We would like a replacement of all of the furniture pieces that we have, with the exception of the dining set. With this, we would like a replacement with a comparably priced set that does not have repeated breaking and splintering of the wood. We have two special-needs toddlers, and we cannot have furniture that can cause injury to our children in our home. I invite any bob's manager to my home..take a look for themselves, but I would like someone other than the representative that was here.

Business

Response:

Good Afternoon Mr. [redacted],

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

Our records indicate that you have purchased the goof proof plan however, you do not have goof proof 'plus' which was recently launched, May 2013. Both goof proof plans are designed to provide coverage against most types of in home accidental damage. Our technican reported that the there was a "run" in the material of one seat casing on the sofa however, the other three cushions were fine; As a courtesy I will be happy to replace all three seat cores and (1) seat casing however, a replacement sofa is not an option at this time. In regard to the dining chairs, I will be happy to replace the spindels on two of the dining chairs but not a replacement of the entire chair. As for the ottoman which smells of vomit, we are unable to offer any recourse given the length of time the merchandise has been in your home and the various possible causes for the odor.

Please confirm your acceptance of the offer before, I proceed with the ordering process.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The representative of Bob's, in response, claimed that too much time had passed, so there was no way to know how the damage occurred. This is a false accusation, as I have been contacting Bob's since December 2012, the technician was in my home in April, and due to not hearing anything in response from Bob's, I reached out to the Revdex.com. This defective merchandise has failed not due to age, normal wear and tear, or abuse by humans or animals, and therefor I am asking for a complete replacement, as it is not just one sofa, or one cushion, but 12 cushions and 4 frames among a total of 4 sofas purchased. All 4 sofas were complained about, as well as the horrible smelling ottoman (come look at it, nothing happened to cause the smell in my home) back in December. The technician arrived in April. I have not heard a word since.

In addition, you mention replacement parts for two chairs, how about the rest of the set? This particular piece is weak on all 6 chairs. This table and chairs, in it's manufactured form, is going to cause injury to someone in my family due to it's weak and defective manufacture. We are a family of average weight, and the chairs will not support us properly. As I said earlier, this furniture has been paid off in full. If you will not replace it, then please refund it and take it away, so I can take your technicians advice and purchase [redacted].

The premise that "too much time has passed" is false, as my complaints were not late, your company's failure to response was late. These issues are not due to age, wear and tear, or neglect/abuse, so I do hope and expect this to be corrected for all 12 pieces of furniture purchased.

Sincerely,

Business

Response:

Mr. [redacted],

You have placed alot of focus on "too much time has passed", that would only relate to your concern with the "vomit" smelling odor emitting from the ottoman that was delivered, November 2012. When you contacted our office for the first time, March 2013 you only expressed concerns with (6) seat cushions; when our technican arrived to your home on, April 3, 2013 he noted the "run" in the (1) seat casing but found no defect in regard to the other cushions. If you prefer we will send another technican to your home for a second opinion service or we can proceed with the previous offer for replacement seat cores, however, a refund or replacement of all the furniture items is not an option. At the time the technican will inspect the dining chairs. Please understand that if a defect is present and unrepairable, the first course of action is to order parts or exchange the item, we do not immediately offer a credit or refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I only emphasized the "too much time has passed" comment because that came from you.

My first contact with Bob's was in December of 2012. At that time, I discussed the stench coming from the ottoman material, the misshapen cushions (12 cushions) and at the time, two broken chairs. Your technician was here after my complaints in March. You are telling me what your technician found upon his inspection in April...that's part of the problem. If your technician found even one issue in April, where were my replacement pieces that were promised back then? It is now November and I still do not even have those, so how can anything else you are saying be true? While not you personally, your company misstepped in not returning my calls about concerns in a timely manner, and not following up. I do not prefer a refund, I just want furniture that is usable and does not deteriorate within a few weeks of delivery. Please fix my sofas (all four... I opted not to have loveseats because my rooms are larger, so I have four sofas), replace the ottoman, and make my dining set safe to use normally without breaking, and if that cannot be done, then replace it as your warranty says.

Again, these problems found with Bobs furniture within the first month of delivery are not due to normal wear and tear, abuse, or neglect. At best, your technician was sloppy, or I would have at least a few replacement parts from his visit in April, which proves both poor follow-through and failure to accurately document complaint/visit dates and timeframe. I just want furniture that works safely and as intended.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

You are correct, one seat casing for the sofa and one spindel for a dining chair should have been ordered, on April 3, 2013; I apologize the order was followed through as requested by the technican. I will be happy to place the part order and request a rush order however, replacing the furniture is not an option, at this time. If the technican would have reported the merchandise to be defective, the first order of events would have been replacing and installing parts, in the event parts is not an option then we would explore the option of a replacing the furniture. If the part order order does not correct the problem, we will explore alternate options at that time. In regard to the ottoman, we have no recourse to offer for the reasons previously stated.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I require clarification before I take this further. So you are stating that the only items to be corrected are whatever the technician diagnosed upon his half-documented visit? How about the rest of the cushions that are coming apart at the seams? Are they not also covered by warranty? They have been in my home less than a year. And the broken chairs? Regarding the ottoman, I will pursue other avenues of recourse.

Sincerely,

Business

Response:

As previously offered, we can send another technican to your home for a second opinion service. At that time the technican will assess the seam separations and chairs to determine the of damage cause and recourse, if any.

The merchandise is still covered under the one year manufactuerer warranty, against defects.

Please contact our customer care department to scheldue this appointment, as I will be out of the office until, 12/3/13.

Review: On 11/12/13 I entered Bob's Discount Furniture to buy a sofa. Upon purchasing the couch an employee at the Bob's store, approached me regardng financing. He advised me that financing was a better option for me than paying cash because it would build my credit. I asked him how much I would have to pay in interest and he told me $200. I asked him if there were any catches and he told me no. I trusted this employee. I put $548.99 down on the couch. Since then I have made my monthly payments. However, when I called yesterday to get the balance on the sofa I was told that my balance was many hundreds of dollars more than expected. When I asked how this was possible, they explained according to the terms of the program I have to pay 6.25 percent in taxes every month as though I am repurchasing the couch each month. For example, in month 1 I pay $167 per month in taxes (on $2,669). In month 2, I pay $162 in taxes, etc. This is 36 times the taxation allowed by MA law.Desired Settlement: I would like to pay the price of the couch ($2,499.00) plus MA sales tax only and have all of the payments I have made applied to this pricipal. Alternnatively, I would like to return the couch and have all of the money I have paid toward it refunded.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’

purchasing option that Bobs Discount Furniture offers to our customers. I can

certainly understand your frustration and I assure you that it is never our

intention to present our customers purchasing options we do not find valuable. I

cannot apologize enough for the alleged sales experience you had in our [redacted]

location. The time of sale is a very exciting time and we don’t want any of our

sales professionals to have a negative impact on this process, I have followed

up with the appropriate parties to ensure we are properly representing this

purchasing option at our [redacted] store.

I

have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is

signed by you and a person named ‘[redacted]’. It is clearly stated on

this agreement under the ‘Total Payments’ section that: “If you choose to

obtain ownership through monthly rental, you will make 36 payments”. The

document goes on to disclose that 34 of the 36 monthly payments will be in the

amount of $215.93 and the total sales tax you will have paid over these 36

months will amount to $485.98. I wish there was more that Bobs Discount

Furniture could do to assist you with your concern, however by signing this

leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’

company that currently owns the sectional you have possession of.

As

‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not

well versed on their policies and procedures for returning or refunding the

merchandise you currently have in your home. From reviewing the first page of

the signed agreement it is clear to me, and stated in writing, that this is a

rental transaction. Based on that information I do not see how a monetary

refund would be possible because you are paying for each month you have possession

of this product. Since you are still paying ‘Acceptance Now’/’RAC’ for the

furniture I would suggest following up with this company directly as they can

better handle your request if you are still seeking to return the merchandise.

Bobs Discount Furniture genuinely wishes to help every customer who has a

concern and I apologize again that we have no further recourse to offer

relating to this concern.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I BOUGHT A DINING ROOM (6 CHAIRS) WITH SERVER AND A LIVING ROOM SET (2 PIECES), AT THIS STORE ON 2/15/2014. THEY DELIVER BY THE 2/19/2014, THE LIVING ROOM HAS SOME DEFECTED ON THE WOOD DESIGN AND THE SERVER HAS A DRAWER BROKEN, AND ONE CHAIR WAS DEFECTED (THE DAY WERE DELIVERY), THEY CAME A WEEK LATER AND REPAIR THE SOFA AND LOVE SEAT AND BRING A NEW SERVER AND 1 CHAIR, BUT WEEKS LATER SINCE DELIVER I FOUND MORE DEFECTS ON THE WOOD DESIGN OF THE SOFA AND CRACKS ON 3 OF THE DINING CHAIRS. ON THE 17 OF MARCH, THE TECHNICIAN CAME TO MY HOUSE AND CHECK THE PROBLEMS REPORTED AND DETERMINATE THAT THE CHAIRS CAN'T BE FIX; THE SOFA CAN'T DO ANYTHING AT THIS POINT BUT HE SAYS IT'S ON OUR SYSTEM IN CASE SOMETHING HAPPENS. THEY GOING TO ORDER THE PARTS FOR THE CHAIRS, NOT EVEN A NEW CHAIR. I ACCEPT THAT THE SOFA AND LOVE SEAT WERE REPAIRS ONCE BUT NOW I'M NOT PLEASE WITH THIS PURCHASE. I TOLD THEM I WANT TO RETURNED EVERYTHING, THEY SAY NO; ONLY FIX THEM OR IF I WANT THEY CAN MADE A REFUND ONLY FOR THE 3 CHAIRS. DO THAT MAKE SENSE? THIS IS A POOR QUALITY MERCHANDISE. BECAUSE I DID NOT BUY THEIR "GOOD PROOF PROTECTION PLAN" WHICH WILL BE MORE MONEY FOR THEM. NOW I'M STUCK WITH THIS POOR QUALITY DINING AND LIVING ROOM SETS. WHY I HAVE TO PAY MORE MONEY TO HAVE PROTECTION ON THEIR POOR QUALITY MERCHANDISE? THEY DO HAVE 1 YEAR MANUFACTURE WARRANTY,ONLY CHANGE ONE TIME. IF THE DINING AND LIVING SETS HAVE DEFECTS NOW; WHAT WILL WARRANTY ME, THAT I WON'T FIND SOMETHING ELSE SOON? I WOULD LIKE TO KNOW IF ANYTHING CAN BE DONE ABOUT THIS? THANKSDesired Settlement: I WOULD LIKE TO RETURN EVERYTHING AND HAVE A COMPLETE RETURN.

Business

Response:

Dear Revdex.com,

I spoke with [redacted] on 4/4/14 and she expressed her disatisfaction with the furniture she purchased. I explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something different; [redacted] refused and demanded a full refund.

I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused.

Bob's Discount Furniture appreciates [redacted]'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

THE ALTERNATIVE THAT BOO'S FURNITURE OFFERS ARE NOT ACCEPTABLE, THEY OFFER TO EX CHANGE MY LIVING AND DINING ROOM. DOING SO WILL RESULT IN BUYING THE SAME MATERIAL THAT I'M NOT SATISFY WITH IT. THE POOR QUALITY OF THE WOOD IS NOT ACCEPTABLE. I WANT A FULL REFUND.

Sincerely,

Review: I purchased a leather couch and two single swivel chairs in July 2011 from bobs discount furniture. I also payed for their goof proof protection plan which was an extra $99.00 per item. I was told by the sales associate [redacted] that all pet damages are covered and was given a small pamphlet regarding the coverage where it did not state otherwise. In march of 2014 I noticed some minor damage on 2 pieces of furniture so I had my son in-law call the Goof Proof protection line too get the furniture taken care of. One of the items were several small holes through the leather probably from a pet, the other was a gash in the back of the swivel chair from the radiator from a single event. Bobs goof proof goes though a third party company that handles the protection plan named [redacted] which denied coverage due to apparently not covering pet damage and by not knowing exactly what had happen. Its like saying you have a parked car with insurance and someone hits it you don't know who did or when you just know it happened, which would be covered under a normal insurance which is what bobs leads on with there goof proof plan. after my son in-law contacted [redacted] I received the "fine print" coverage in the mail which stated why it wasn't covered. If I would have received the fine print guidelines I would have not spent the money on the coverage. [redacted] is a rude company to deal with that I believe is a scam that wants to just collect and try every which way not to cover anything. Bobs is also at fault by 1. not providing all of the necessary document and 2. lying about coverage to get people in spend more money. After doing research online I came across a site called consumer affairs and there are over 200 bad reviews with the same situation.Desired Settlement: I would like the $198.00 back for the goof proof protection for not providing me with all of the material that describes the details of the plan, also because they out right lied about what would be covered. I would also be happy with [redacted] to honor the protection plan that was sold to me by Bob discount furniture

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer directly by the email

provided in this complaint. I have asked that the customer email me back

directly so I can confirm certain details of this account before proceeding to

offer any resolutions. My direct phone number is also listed in the email I sent

today ( 4.15.2014) so please advise our customer that I can be contacted back

by email or phone (which ever communication channel our customer prefers).

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I went to bobs furniture to purchase a canvass for my dining room and was offered a 10% discount by the sales associate because the back of the canvass was lifting off the wooden frame and the tape holding the canvass to the frame was worn and in disrepair. It was the only available canvassat the location. As a result, I asked the associate if any additional discounts would be applied. The associate informed me that any discount greater than 10% required the manager's approval. Unfortunately the manager was in a conference so I left my phone number to have the manager return my call. After four hours of waiting, I called the store and asked for "[redacted]" the manager. He said he did not get back to me sooner because he was with the regional manager but he would look at the canvass and return my call. Approximately ten minites later [redacted] called and said that he did not see anything wrong with the painting and it will be full price. I was truly outraged that I was given a discount (by the associate who saw the damage) and had the discount unfairly removed by [redacted]. After telling me to pay full price [redacted] then gave me the number to hos corporate office because I was dissatisfied. When I called the corporate customer service representative she apologized and tried calling the store on my behalf to no avail. [redacted] refused to honor ANY discount, not even the one I was initially offered by the sales associate. I really liked the painting and only wanted a greater discount because of the supplies I would have to purchase to get the painting back to a "like new" condition exceeded the 10% discount amount offered.Desired Settlement: I would like the 10% discount I was offered by the associate that was unfairly removed by [redacted]!

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] by phone today via a phone number I located within her Bobs

Discount Furniture customer record. I left a voicemail for her with my direct

phone number to contact me back. We will certainly honor the 10% discount on

the canvas that this customer was initially told was possible. We are very

sorry that she had such a bad experience with our store and hope to regain her

trust back in our business.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Mattress bought at Bob's Discount Furniture on 06/13/2011 is found to be defective by Bob's Discount Furniture representative that came to my house and looked at the mattress. As part of exchange process I am required by the seller to pay for delivery of a new mattress. I cannot pick it up myself as instructed by the seller. Fee is $100.00 and I feel this is unfair since mattress was under warranty and defect in mattress was not my fault.Desired Settlement: $100.00 fee should be waived or I should be allowed to pick up new mattress myself.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my genuine apology to this customer for the product

concern he has had to deal with. A mattress is an item we truly use the most in

our everyday lives and it is troubling to us to learn that our customer is

being disappointed by our unwillingness to work with him in getting his

defective product replaced. I have updated his open credit with commentary

(credit # [redacted]) that states: ‘No

New Delivery Fee Will Be Charged The New Sales Order’. Please advise the

customer to contact or visit our retail location at his earliest convenience so

we can write the new sale and schedule the delivery of his factory fresh

mattress.

The customer originally purchased from our [redacted] location,

their phone number is ###-###-#### (press

the number one on your phone’s keypad after hearing Bob’s voice and this will

transfer you directly to our store’s office).

Thank you

for providing us with an opportunity to make it right,

Bobs Discount

Furniture

Customer

Care Corporate Liaison