Bob's Discount Furniture

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

Business

Response:

Good Morning Ms. [redacted],

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

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

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

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

Good Morning Ms. [redacted],

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

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

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

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

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

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

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: 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: 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: I have purchased a sleeper couch and a loveseat from Bobs Discount Furniture in 2012. I already had a cushion fixed by Bobs and they did a horrible job. Now the cushions on the loveseat are damaged! The springs are coming out and my kids almost got hurt. I have called Bobs they came out and gave me a number to call. I called the number and they cant do anything about it. I am very upset that I spent $1000 on couches that are already ruined!Thanks [redacted]Order # [redacted]Desired Settlement: We just want new cushions and I do not want to add more money into this.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to [redacted] for her disappointment

in the way her product has worn after several years of use. I assure [redacted]

that Bobs Discount Furniture stands behind the quality of our products and we

pride ourselves on being able to offer our customers the best product value for

the price paid.

Our records reflect that this merchandise was serviced in

July of 2012 by our service technician and we do not show any record of this

customer contacting us to advise us that our technician’s work was

unsatisfactory until after two years of use occurred furthering the wear and

tear to this merchandise. The protection plan [redacted] purchased in 2012 is

called ‘Goof Proof’ and just as its name depicts it offers coverage against many

accidents that may occur resulting in damage to the merchandise. It is normal

and expected that any sofa from any retailer will experience changes and

shifting of its materials after the item has experienced several years of use.

Bobs Discount Furniture does not consider this merchandise to be defective just

because it is showing signs of age from normal wear and tear. I further

apologize as [redacted] alleges that her children were almost harmed by the sofa,

based on our technician’s photos from the home (which I have attached for your

review) I see no safety concerns that would cause alarm from this merchandise residing

in the home.

As an extreme courtesy we can offer to cover 50% of the cost

on the parts that [redacted] wishes to replace outside of her warranty period

through Bobs Discount Furniture. This is a fair and adequate offer considering

all the facts within this case combined.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Hello,

I received an email from someone @ Bobs. Please see attachment. Thanks

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

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: 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: 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: 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 purchased a sofa set at Bob's discount furniture on 12/30/15 and was delivered on the 1/05/16, when the delivery crew arrived they slashed one of the leather cushions on the love seat with a blade they used to brake the plastic. I immediately reported to the delivery man that he had damaged the sofa and he took pictures he said that I should get an exchange with no problem, but I also contacted the company by phone and reported to them as soon as the delivery crew left (1/5/16 around 11:30 or 12 pm), the woman I spoke to put me on hold for about a half an hour and took my complain, I explained to her that I had signed the paper to the delivery team when they finished assembling the furniture and them I noticed a cut on the cushion on the love seat and the delivery man said that they will change it and he took pictures I figured that he will not reported so I contacted the company. The customer service rep. took my complain and made me believed that she was putting the information in the system and said that she will send a technician on Wednesday 1/13/16, I waited all day and took a day off just for that and they didn't call or show up.

On 1/14/16, I contacted the company again ###-###-#### and spoke to a lady who said that there was no service request in the system so it appears that I never called in the first place and now she put me in hold for a long time to get a manager and then hang up on me. When I call back this time I took the information down ( the last person I spoke to she said her name is [redacted] and the confirmation # for this call is [redacted] Just in case they won't put it in the system this time I am contacting Revdex.com so I can have someone on my side I spent $2,806.78 on this sofas and I don't think it is fare that they give me this type of service, I am an established costumer with this company and I just want them to replace the cushion that their own crew damaged. It is just the right thing to do and I expected that such a well known company would have very ethic when dealing with their costumers.

Thank you in advance for your support.Desired Settlement: I want them to replace the cushion. and to show some respect it is the fare thing to do and the right thing. They have been rude to me and disrespectful to me and all I'm asking them to do is to solve a problem that they caused. I hope that they stand up for what is right and be fare.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for any disappointment

they cite to have experienced at the point of delivery and/or while

communicating their concern to our Customer Care Office.

In researching our customer’s account the service appointment they

have referenced in their posting has been canceled and the living room

furniture is (sofa, loveseat, chair) scheduled to be removed from the home on 02/05/2016

for a refund back to the purchaser’s method of payment.

We have also already processed a refund of the customer’s delivery

fee back to their original method of payment and at this time given the

documentation I am seeing, we consider the arranged removal for refund

resolution to this customer’s concern.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased furniture from Bobs Discount Furniture on June 14, 2015 through a program they offer in store, Acceptance Now. The total cost of the bedroom set, mattress and box spring I purchased are $2,510.34. During my visit, I made an initial payment which executed the contract of $471.58. On July 9, I received an email alert from [redacted] reported that a new account had been placed on my credit file for the total of $6,585.25 the total credit line reported by Bobs Discount Furniture. This is inaccurate. At no time did I apply for a $6,000 + line of credit. My total credit line at the time of application was approved for $2,500. I immediately contacted the store to have this corrected and explained to [redacted] that the addition of this large line of credit had negatively impacted my credit score. My income to debt ratio was now significantly impacted taking my credit score from 653 to 548. This presents a significant drop after I worked diligently to pay my bills on time and increase my credit score to at least 700 by the beginning of next year. After speaking with [redacted], I clearly stated that the only relief I was seeking was a letter on Bobs Discount Furniture letter head stating the actual total cost of my furniture and an explanation as to why the $6,585.25 was reported as the total line of credit, when it is not. Im in the process of applying for a home equity line of credit and this has affected that process. To date, after speaking with [redacted], their district manager [redacted], the [redacted] store manager, [redacted] I still have not received the letter and the customer service that Ive been provided has been deplorable. At this point, Im not being treated as a valued customer and I would like to return the furniture. No one has followed up with me, and [redacted] has been dishonest stating that someone answered my phone and told him he had the wrong number, he also has my email address but at no time followed up with me in writing to let me know the status of my request. Today is Monday, July 20 and this has been going on for 2 weeks with no relief.Desired Settlement: I would like for Bob's Discount Furniture to report the actual cost of the furniture to the (3) credit bureaus and provide me with a letter from their corporate office that clearly states that I do not have a $6,585.25 line of credit open with Bob's Discount Furniture. My goal is to have the letter in hand by Friday, July 31 or I would like to make arrangements to have the furniture returned if they are unable and unwilling to accomodate this request.

Business

Response:

Good Afternoon Revdex.com,

We certainly apologize to the customer for the lack of care

she feels she has been addressed with.

This customer made this purchase directly thru the ‘Acceptance

Now’ option offered within our retail location. [redacted] does not “run” an

initial credit check (the program is a popular resource to help build or

rebuild credit) and Bobs Discount Furniture would not have directly accessed

this person’s credit for any reason. Should the customer be able to provide

proof of Bobs Discount Furniture directly being associated with or on her

credit report we will be happy to investigate this allegation further at that

time.

In regards to the request for letter, I don’t believe this

is possible as the ‘Rental Agreement’ signed by the customer fully denotes that

the customer has agreed to a 36 month term of rental. The ‘Rental Agreement’

indicates that the consumer agreed to pay $188.15 monthly and the total cost of

rent will amount to $6,760.78. I have attached the signed documentation that ‘Acceptance

Now’ maintains which clearly points out these terms and conditions. The

customer will not see the cash price of the furniture ($2,565.59) on their

credit report because they agreed to pay a different, much higher amount over

the course of 36 months. We are very sorry that the customer maintains any

confusion on the document signed but I do not see a failure here given the evidence

and facts within this case.

Any request to have the merchandise removed or the ‘Rental

Agreement’ changed will need to be directed to the company who the customer

entered into this agreement with.

The [redacted] Desk can be reached at [redacted].

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: 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: Bob's furniture is a scam, we had purchased the best furniture there, and it was pure garbage, besides having it delivered four times because of the furniture being damaged. Can you imagine that, we could understand one time but four times, not only that but my son was sitting on the chair and the chair fell apart, only three months old and over spending two thousand dollars. Our living room set cost 2,361.48, and it is a reck,they said that it was the best one there, well I beg to differ with them. They didn't last 6 months. I am so disgusted its not funny. I would like my money back for my dining room set and my living room set. They tell us that we must damage the furniture and maybe they will replace it, does that make sense? I want them to come pick up the furniture and return all our money.Desired Settlement: to pick up all the furniture and return all our money.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies

for the disappointment our customer is experiencing with their product.

Our records indicate that the living room furniture was

delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three years later. A service technician

was dispatched to our customer’s home on 4.3.2015 and found no cause of

manufacturing defect within the sofa or loveseat. Regretfully most businesses

are unable to take back and refund merchandise after three years for customer

preference or normal wear/tear concerns. It is completely normal for any

furniture to experience a loss in seating resiliency and for top grain leather

to experience fading over years of normal usage. Should the customer be

experiencing an actual defect in workmanship Bobs Discount Furniture is happy

to address this concern once it is fully reported to us.

In regards to the dining room table we remain very sorry that after multiple

delivery attempts in December of 2014 we couldn’t deliver our customer a

satisfactory table. As a business we worked outside of our normal policies and

offered this customer a 20% refund on the cost of the table. This option was

fully accepted by the customer as a satisfactory resolution for this concern on

12/13/2015.

As soon as we were made aware of the

defect in the customer’s dining room

chairs (4.3.2014) we scheduled to have the seats replaced with factory

fresh parts, when the customer called back and told us they didn’t want to wait

for the parts to arrive we agreed to schedule an even exchange for the customer

and completed this even exchange, on our first delivery attempt, on 05/09/2015.

Our customer spoke with our Customer Care

call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a

valid effort to address our customers concern directly under their warranty and

scheduled a service appointment to occur within the same week. On 7.11.2015 our service technician reported

that there are no defects in workmanship with the current dining room chairs in

the home. The customer’s seats are up to manufacturing standards and even

though there are no defects in the new chairs- we did offer to order the

customer new seats and the customer refused this offer of consideration.

We do not deny that the customer has

experienced failures on their dining

room furniture and while we acknowledge that these failures are the

result of delivery damages or defects Bobs Discount Furniture has ultimately

addressed and resolved these failures with our customer as soon as they were

reported to us.

As a final offer of extreme courtesy we can place a store credit into the customer’s account which will

allow the customer to reselect to a new dining room set. This store credit will

be based off of the amount the customer originally paid to us (less the 20%

refund that was granted previously on the table) and we will expect to remove

the current dining room set on the same date we deliver the new dining room

furniture. As a formal form of our apology and because we truly want our

customer to be happy with their merchandise, we will also offer to cover the

cost of the new delivery fee associated with the new merchandise.

Should the customer wish to accept our

offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can

expect the appropriate paperwork to be set up in their account thereafter.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: 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: We scheduled a delivery of a bed for Friday, December 18th, with an original time frame of delivery between 3:15 and 7:15 pm. At 5:30pm the delivery window changed to between 6:30 and 7:30 pm on their online tracking system. Then at 7:30pm the delivery tracking system said between 10:30pm and 11:30 pm. After calling customer service, they assured us that a 10:30pm delivery was not correct. They said the driver was held up at their first stop at 1:00pm and had 13 more stops to do, with us being the last one. They said another truck would be sent to help alleviate the deliveries so that our bed would not be delivered at 10:30pm. After 7:30pm came and went, we called customer service a second time. This time we were told that the delivery was showing up as 9:43pm. After speaking with a supervisor, they told me that they would guarantee that the truck WOULD be finishing it's deliveries that night, UNLESS canceled by the customer. We did NOT cancel and were told that the bed would be delivered by 9:30pm. At 9:45pm we received a phone call that the bed would NOT be delivered that night and that they would call in the morning to let us know when delivery would be the following day, Saturday December 19th. We never received a phone call Saturday morning as promised. We called at 9:45am and were told that estimated delivery was between 9:30am and 1:15 pm. On the tracking system, at 11:30am it changed from delivery between 11:45am and 2:15pm. Now they are saying on the tracking system 3:15. We were told in the morning that we were the 7th delivery and that at 10:30am they were on their 5th delivery in Lowell, had a 6th delivery in Lowell, and were the next stop in [redacted]. Now they are telling us that it was never even loaded on the truck today. We have paid full price well over $1,699 and they still cannot guarantee when the delivery will be. We have spoken to multiple supervisors, David, Crystal, Jamie, Jennifer, Gina, Casey, Tiffany, Ashley, and more and everyone changes their story and cannot give us a guaranteed delivery time. They also will not offer a refund. At this point we have paid for the bed, done EVERYTHING that has been asked of us (Clear the area- got rid of the bed, we have had to sleep on the couch, been home and waiting for them- for Hours and days now), have waited for the scheduled delivery and nothing has shown up and cannot get an answer from anyone at customer service.Desired Settlement: We would like the item delivered AND to be compensated for our stress, lack of bed to sleep on, frustrations, and delayed delivery over a period of DAYS.

Business

Response:

Good Afternoon Revdex.com,

We are truly very sorry for the failures that caused

our customer to have to wait any longer than anticipated for such an important

delivery. The customer’s account shows that one of our Customer Care

Supervisors (Jennifer) proceeded to work directly with the customer on

12.19.2015 and the customer received their merchandise on this date. Our

records also show that the customer accepted a compensation offer from us that

has been fully processed.

At this time we consider this concern closed as

resolved and assure our customer that it was never our intention to let them

down.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a mattress and box spring set from Bob's Discount Furniture store in [redacted] on 6/30/14. It was delivered on the afternoon of 7/5/14. We did not open the merchandise until that evening. We cut open the plastic covering on the box springs and lay them down on our bed frame when we noticed a bug crawling. We looked closer and realized it was a bed bug. We could not reach Bob's Discount Furniture because their customer service closes at 8pm and we could not contact them the following day as they are closed on Sundays. I called today, Monday 7/7/14 to report the incident and to have the merchandise either exchanged or returned and Customer Service was not helpful at all. They insisted that because I opened the plastic they cannot take accountability for the pests found on the mattress. I was kept on hold and transferred several times. After 45 minutes on the line with customer service, the best that they could do was to tell me that someone else would call me back within 24 hours. We then went to the store in [redacted] where we made the purchase and were told that the store staff and Store Manager have no control over merchandise returns or exchanges and that we have to go through Customer Service to get assistance. We have not received a return call yet and I cannot wait 24 hours to find out if Bob's will take responsibility for this horrific experience.Desired Settlement: I would like a full refund or replacement for pest free merchandise.

Business

Response:

Good Morning,

We are pleased to report that this issue has been resolved.

We spoke with [redacted] on 7/7/14, after researching ([redacted] ) account and we agreed to provide her with a giftcard, which she accepted. [redacted] understands that we can not accept any responsibilty for the bed bug claim.

Thank you,