Bob's Discount Furniture

Review: I purchased a living room set from Bobs in 2010 and had a problem with the set. Bob's said if I keep it I could get a discount on new furniture. I went to the [redacted] store and of course they now know nothing about it.How do I get the discount I was promised?Desired Settlement: Offer discount for new purchase as promised

Business

Response:

Good Morning [redacted],

I am so sorry that you were met with any inconvenience while

trying to use a credit that we promised you. I have researched our system and

your address is referenced with three different accounts inside our system.

These accounts have two different names on them – one is: [redacted] and the

other is [redacted]. One account is located in our older ‘View Only’ system from

2007 and the other two accounts are located within our current operating

system. I was able to find a $50.00 credit under [redacted]’S name and account.

Our records reflect this credit was entered on 5.20.2014. To use this credit

you would only need to provide your sales person with this internal reference

number: [redacted]. Is the $50.00 credit the credit you were looking for in

filing this complaint? If not, please respond to me and I will continue to

research your accounts in search of what you seek.

I would suggest that when making future purchases with us you save

your sales order receipts and paperwork associated with that purchase. Since

you have three different accounts under the two different names if you need to

call us for service or questions it will help us not waste any more of your

valuable time if we are aware what sales order number you are calling in mention

to.

For your records here are the three crs reflected in

our systems for your address:

Older System: There is a purchase and a return from 2007

located within this account and it is in [redacted]’s name: Customer

Number: [redacted]

Current System: (Your Name): This contains a financing

account through [redacted] but not open sales orders as of yet: cr: [redacted]

Current System: ([redacted]’s name): This

contains the $50.00 credit but no other sales orders: cr: [redacted]

I apologize again for the frustrations we caused you, please

let me know if there is anything else I can do to help you resolve your

concerns.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I have contact this company many times about damage to my home that the delivery drivers did I never get a respond nor have I gotten the repair fix. The company keeps telling me someone is going to call me and it never happens. I just want the money so I fix the damage that was done.Desired Settlement: I want the money to fix the damage

Business

Response:

Good Morning Revdex.com,

I have just finished speaking with [redacted] by phone and

explained how sorry I am that she has had to wait for follow up on her property

claim. We do take ownership and responsibility for this concern and I will be

acting as a liaison for our customer from this point forward, ensuring that she

is provided with the resolution she deserves from our failure. I have provided

[redacted] with my direct phone number and I have reached out to our trucking

company’s senior management staff to make them aware of our customer’s concern.

I have also made an agreement to contact [redacted] back prior to the end of today

(6.06.2014) to ensure that she is continually receiving a route for resolution

in regards to this complaint.

Thank you

for providing us with an opportunity to make it right Revdex.com,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: 5/22/14 we purchased the Apollo Power Recliner Sofa and Love-seat from the Bob's Furniture. We chose the Apollo Power Recliner Sofa and Love-seat in part on the reassurances of the sales team that recliner can be disassembled to allow entry to our apartment on the second floor. The fact we needed the sofa to be disassembled was "over" communicated by my wife and I. 6/7/14 delivery was attempted by the Bob's Furniture Delivery team. The delivery person said the sofa is a one piece unit and does not come apart. We immediately went back to the Bob's Furniture store where we purchased the sofa. We spoke with the sales team that sold us the sofa, initially the sales team said they were now not sure if the sofa could be disassembled. After about one hour they figured out it was the wrong delivery team. The delivery team that was sent did not have the ability to disassemble the sofa. 6/12/14 the delivery team that arrived attempted to bring the sofa into the apartment without disassembling. My wife told them "we measured the openings and stairway, it will not fit". One of the delivery person's response was "we got it". Again she said "I'm telling you it will not fit" They made the attempt anyway to bring it in without dissembling it. I left work early to go home. I got there and after ten minutes of trying to bring the sofa into the house the team decided to take it apart. That's ten minutes of it being wedged between the hallway staircase and the front door. My wife immediately noticed a tare in the love seat on the right side arm, near the floor. The tare is through the leather, exposing the white fabric underneath. This was pointed out to the delivery team. One of the delivery people then took out a marker and colored in the white portion of the tare. I probably do not have to expand on the reason they tried to cover up the tare. The full-sized sofa also had a small scrap on the right side back that resembled it was dragged along concrete. 6/28/14, about 900 am, the Bob's Delivery showed up at our house with the wrong sofas. We will be rescheduling delivery for the week of June 30 to July 4 after we figure out how we can takeoff of work. My wife and I both work full-time. I am unable to takeoff of work. This leave my wife having to takeoff each time. She is not paid for the time she takes off. I have not calculated our cost for the failed delivery attempts but the sofas are costing us well more that we planned to spend and can actually afford. All these issues are complicated by the fact we have an eight month old baby and needed to arrange for a babysitter two out of the three failed delivery attempts. Although I am sure every person has had a customer service issue with various companies in their lifetime like I have had, in my experience the issues were always resolved quickly and too my satisfaction. This is the first time I have had a significant customer service issue with any company and this is the first time I felt it necessary to make a complaint. I feel like no-one from the Bob's Furniture Team really cares about the quality of customer service.Desired Settlement: Refund of the delivery charge. Compensation for each failed delivery attempt as specified by Bob's Customer Service.

Business

Response:

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented.

Currently our records indicate that the sofa and loveseat are available for delivery. I have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes.

Your desire to be compensated for your time and inconvenience is understood. Our primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furniture. As a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process.

Sincerely

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three times. It would be reasonable to expect I would be charged for three deliveries on separate dates. Additionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures". After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failure. I'm also requesting delivery on July 13, 2014, no later than 1100 Am.

Review: I called this morning to put in a claim for my 72' sofa which according to the protection plan that I had in front of me was covered. It said that stains from human or animal bodily functions would be covered and that was what happened, my dog threw up on two of the back cushions and after the person took that info she asked if there was anything else wrong and I said well yes the seat cushions are warped and the springs on one of them is coming out. She took that info down and then asked me if there was anything else. So I said well yes my husband just showed me that the left arm rest is loose. So she put me on hold so she could process the claim. She then came back and said that unfortunately it was not accepted because it was considered excessive damage and that its clearly stated on the coverage that it won't be accepted! Well I have read that paperwork back and forth and NO WHERE does it say that anywhere!! So now I have paid for a 5 year plan that doesn't work! I then called Bob's Furniture to see what they could do for me since they sold the two couches that we bought along with the warranty and they told me that they couldn't do anything for me either and that the Goof Proof Plan was a third person company and they had nothing to do with them!! Seriously you don't say that when your pushing the plan on people!! So now I'm stuck with a couch that is falling apart and its only been 2 years since I bought it! Oh and the Manager at Bob's said that they couldn't do anything other then send a tech out to see if they could repair the seat cushions and if they couldn't then I was out of luck! So I said well could you at least replace the back and seat cushions? She said no they can't do that BUT that they sold them separately and if I wanted to I could buy them!!! She then told me that I should have put in three different claims and then maybe they would have covered it! Really that's your advice lie to them!!Desired Settlement: Replacement of couch

Business

Response:

Good Morning Revdex.com,

We are very sorry that our customer feels she has been met

with such a lack of care while trying to get her concerns resolved. Bobs

Discount Furniture is able to offer our customer the valuable option of a

service repair at no cost and we pride ourselves on providing our customers

with honest answers. I assure our customer that Bobs is working at full capacity

to provide a resolution for these concerns.

[redacted]’s records indicate that our customer reported

multiple vomit stains that have occurred over the past few weeks. On [redacted]’s

agreement it does indicate that this plan offers coverage against one time

accidental damages, our customer was denied due to reporting multiple stains

from various occurrences and was not denied based on the other concerns she

reported with this merchandise. This protection plan has shown successful results

for our customer as it was used less than a year ago to get a replacement sofa

through the [redacted] company. Like most other protection plans (those sold by

other furniture retailers, on electronics or automobiles) there must be

exclusions to coverage in order to keep the plan fair for all consumers.

Our records indicate that we have scheduled a service repair

technician to our customer’s home (on 5.21.2014) to address the concerns with

the arm and the seats. Our customer is currently far outside of any factory guarantee

directly through Bobs Discount Furniture and we are making our best effort

attempt to help her address these concerns at no cost to her. I am truly very

sorry that our customer is so dissatisfied with the option we have to offer her

assistance and assure her that we are doing the best we can with consideration

to this scenario in its entirety. We answered our customer’s questions as

honestly as we could during our conversation with her by explaining that we will

do our best to repair her merchandise however due to the fact that she is no

longer within her Bobs Factory Guarantee we as a business cannot be responsible

to cover the cost or install replacement parts should these be needed to

satisfy our customer’s concern.

It is our hope that our customer will understand our

position and recognize that as a business Bobs is providing a valuable courtesy.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Good Evening Revdex.com,

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,

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: Bob's delivered the dining room table I ordered (which took 3 weeks to get) on Nov 29. It was damaged and I notified customer service immediately that day. They scheduled a replacement to come out the following Tuesday. They were hours later than the scheduled window and I had a an appontment so I had to reschedule for the following Tuesday. This was the second time I had to take off work. Two hours before my delivery was supposed to arrive they called and informed me that one of the pieces was damaged and couldnt be delivered. I spoke to a manager and he scheduled yet another delivery on Friday Dec 12. However, he screwed up the date in the system because I received on Thursdday afternoon saying that my delevery was scheduled on Saturday evening - a time I would no be home. While all this was happening I made repeated calls to [redacted], the [redacted] representative listed on the Revdex.com website. She refused to return my phone calls and would only communicate via email when I repeatedly asked her to call me. They have rescheduled for an earlier time on Saturday after I had to call and email numerous times and speak to numerous people. They have only agreed to refund me the delivery fee but no other compensation for the stress and inconvenience unlike a number of other companies I have dealt with. They are only willing to offer a gift card, but I will never shop at Bob's again so this has no value to me. Based on reviews and complaints, this company has a pattern of providing very poor service to its customers and keeps getting away with it.

I would like a credit of $200 to cover the delivery fee and inconvenience the hours of missed work to be home waiting for the scheduled deliveries.Desired Settlement: I would like a credit of $200 to cover the delivery fee and inconvenience the hours of missed work to be home waiting for the scheduled deliveries.

Business

Response:

Good

Afternoon Revdex.com,

We apologize

for the inconvenience the multiple delivery attempts caused our customer and

our records indicate that as of today (12.15.2014) our Corporate Liaison

([redacted]) and this customer reached an agreeable resolution that outlines

three separate monetary refunds.

At this time

we would consider this concern resolved, please ask that the customer make us

aware if further assistance is needed to close this concern.

Kind Regards,

Bobs

Discount Furniture

Review: My husband and I purchase a [redacted] Blk sectional from the store. The associate that took care off was kindly enough to offer us insurance ([redacted]). We know how accident can happen so we like to purchase insurance on everything. it has only been 1 year and about six months that we purchase our sectional and it has tears on the top ad the back. We went to bob thinking it was as easy as the purchase we made. we were wrong They had us back and forth for 2 months to then tell us it does not cover tears on the seams because it look as if they were done INTENTIONALLY. How rude and disrespectful, my husband and half full time jobs and work for the city we do not have time to INTENTIONALLY break our living room set especially before the holidays that we are hosting. I had much more respect for bobs furniture and I thought it was a store we would be able to trust on. furnitures are poor quality and when you want exchange for what you have payed MORE you are left out in the cold.Desired Settlement: I would just like an exchange, I know it would be unfair to ask for the money back at this point. They are more than welcome to take the old sectional and fix it sell it use the material or inspect. It it awful that people like us that work so hard in order to get "quality" items" were not help and shoved to the side.

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.

In this consumer’s specific case I have

attached both the sales flyer (we provided at the time of sale) and the terms

and conditions ([redacted] provides) for your review. Please see the below

section as this is clearly listed under the exclusions of coverage section

(starts on page 2 and continues to page 3) within the protection plan:

EXCLUSIONS

TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded

on split hides used in seating areas.

Review: We have received three separate deliveries from this store for the same item. The item has been damaged each time and the delivery workers banged up my walls and doorway while bringing items into and out of the apartment.Desired Settlement: We have had to rearrange. our work schedules and take off in order for the deliveries to be made. This has been a nightmare experience with this company, they informed us after the second damaged delivery that the product would be thoroughly inspected by management before sending it to us for a third time. This was not true, the third delivery arrived with severe defects and the delivery guys marked up numerous spots on my walls.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the

inconvenience the multiple deliveries and damaged product continues to cause

our customer. We can certainly understand the customer’s frustration and

acknowledge the reasons why our customer remains so disappointed in us.

Bob’s prides itself on providing

quality service and the best value product for the price. Our primary focus is

on making the concern we caused right so that our customer is satisfied with the

product that they have purchased from us. As the retailer we take full

responsibility for the damages that may have occurred at the factory overseas

or during the extensive transit the merchandise endures prior to arriving to

our customer. Merchandise is specially inspected at the point of loading the

merchandise from our CT distribution center and there is still a very long way

for the merchandise to travel prior to arriving to the customer’s

residence. We mention this process

because we do have another option for special inspection called ‘White Glove’

which addresses the item(s) and their condition more thoroughly throughout

their entire transit (loading, off loading and reloading) process. At this time

we have requested that our Quality Control Team complete the ‘White Glove’

delivery process for the pending even exchange attempt on 4.22.2015.

Should the customer wish to

discuss other options for resolution based off the items they maintain in the

home we are open and willing to work with our customer to gain their

satisfaction. We certainly don’t want our customer to feel as if they are being

forced to take continued deliveries of damaged products. We never expect or

anticipate disappointing our customers, let alone on multiple occasions and

should this type of delivery be the norm for us we obviously would not be

continuing to grow as an organization. Other offers the customer may be

interested instead of the fourth delivery attempt include the discussion of

scheduling a factory trained repair professional to the residence or a discount

offer off the price paid for the damaged items to keep them in their current

condition. Of course our main objective (as indicated above) is to make this

failure right and provide our customer with the merchandise they have selected

in its expected showroom condition. It is important to us that our customer

knows we have other options to offer should they feel necessary to initiate

these types of discussions.

We further apologize for the home

damage that the customer cites to have occurred during delivery. As the

customer is not providing specifics (what date did this occur on?) we are

unable to initiate the claims process right now. Should the customer wish to

file a formal Property Claim against this delivery team/company for the damages

on the wall(s) we ask that they reach out to us via our Customer Care Office so

that we can aide in getting this claim filed against the third party on their

behalf. These are time sensitive claims as they involve insurance reporting and

follow up so it is recommended that the customer contact our offices as soon as

possible should they wish to move forward with their Property Claim request.

We apologize again for the time

our customer has had to put towards getting quality merchandise delivered and

look forward to gaining their full satisfaction on 4.22.2015. Should the

customer wish to discuss alternate options for resolution or file the Property

Claim please advise that they contact us directly:

Customer Care Offices:

###-###-#### – Mon- Sat/ 6:30a-

8:00p or Sun/ 10:30a -7:00p

The Property Claims Office is

specifically open – Monday – Friday 8:00am -4:00pm

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The last delivery was supposed to have a special 3 part inspection, so obviously that didn't solve the problem.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Regretfully this customer’s rejection response leaves a lot

of information to be desired.

Our records indicate that the customer has yet to call our

customer care offices to report any details of the property claim they

initially complained on and they have disclosed no further details about the

claim within their response sent today (4.15.2015). These are time sensitive claims as

they involve insurance reporting and follow up so it is recommended that the

customer contact our offices as soon as possible should they wish to move

forward with their Property Claim request.

In regards to the delivery scheduled for 4.22.2015, I

apologize if my response was at all unclear in indicating that the ‘White Glove’

inspection process is a separate process completely from the previous delivery

attempts and offered inspection processes. We have escalated this customer’s

concern and upcoming delivery to the highest levels available within our

organization and the delivery companies we work with. We are still looking

forward to making the customer’s original concern right by working at full

capacity to make this the final successful attempt.

Also proffered in our previous response is an outlet should

the customer continually disagree with our efforts for the attempt scheduled on

4.22.2015:

Should the

customer wish to discuss other options for resolution based off the items they

maintain in the home we are open and willing to work with our customer to gain

their satisfaction. We certainly don’t want our customer to feel as if they are

being forced to take continued deliveries of damaged products. We never expect

or anticipate disappointing our customers, let alone on multiple occasions and

should this type of delivery be the norm for us we obviously would not be

continuing to grow as an organization. Other offers the customer may be

interested instead of the fourth delivery attempt include the discussion of

scheduling a factory trained repair professional to the residence or a discount

offer off the price paid for the damaged items to keep them in their current

condition. Of course our main objective (as indicated above) is to make this

failure right and provide our customer with the merchandise they have selected

in its expected showroom condition. It is important to us that our customer

knows we have other options to offer should they feel necessary to initiate

these types of discussions.

Kindest

Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: please see attachments with photos of damage to my walls as well as the third bed delivered

Sincerely,

Business

Response:

Good Afternoon Jamie,Thank you for providing photographs! I apologize that we have been unsuccessful in providing quality delivery service and merchandise. The most recent notes on your account (4/22/15) indicate that you have decided to return the king size bed for a full refund; the bed is scheduled to be picked up on April 24, 2015. Within 7-10 business days after the pick process is completed, we will issue a refund in the amount of $539.54 back to credit card ending in 8519.A property claim for the damage to your walls was processed on April 22nd and will be forward to our delivery depot today (4/23/15); you should expect to receive a call from a claim representative within 2-3 business days. In the event you do not receive a call by, April 28, 2015, please contact our [redacted] delivery office at ###-###-#### and reference claim number [redacted].Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.

Review: Complete and total [redacted] on every level. Placed a $2600 order. Will never patronize again. They are not qualified to clean toilets.

Dining table not delivered w/rest of order. No one informed me until delivery arrived. Spoke w/[redacted] who was obsequious like all of them. Then she went on maternity leave and did not inform people via vm or auto-reply e-mail.

Transferred to another mn, [redacted], who, on 04/28/15 agreed via e-mail to check DAILY about in-stock status. Never heard from her again. Phoned [redacted] on 05/05/15, who completely obfuscated and did not answer questions. Cursed them out. Transferred to useless supv who said, "Your table in in."

Really?

Was anyone going to inform me of this?

I would not patronize this incompetent company again if my life depended on it.Desired Settlement: I want the table delivered at MY convenience and I want full amount credit back to my cc as compensation for the aggravation and unbridled stupidity I have had to deal with.

Business

Response:

Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]

Review: I had purchased an electric recliner chair for my disabled significant other from Bob's discount furniture in October 2012, March of 2015 it was not working correctly and I call Bobs on 3/4/15 and was told a service man would come out and see what was wrong on 3/11/15 they came and was told we needed a new motor which at that time I was told it would cost $190.09 which on 3/14/15 I paid with my [redacted], I was told would have the motor in a few days on 4/12/15 I called and was told it was on back order, since then I have made multiple calls and always given a story about why we did not have the part. Today I received an email saying that the part had been ordered and they were waiting for my payment which has already been paid on 3/4/15 I have now canceled the part and requested a refund of my payment of $190.09, all of my family have bought furniture from Bob's and we are very disappointed at this runaround considering it was for a totally disabled person.Desired Settlement: The chair cost me $599 and GoofProof 69.99 at this point I would like a new chair or total refund for the chair because it is useless in it's present condition

Business

Response:

Good Afternoon Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, 2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]

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: 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: SAGGING SOFA AND CHAIR COVERED UNDER A PROTECTION PLAN (PAID FOR ADDITIONALLY) AND NOT RESOLVED BECAUSE PART NOT AVAILABLE, MUST, LIVE WITH ITDesired Settlement: REPAIR OR REPLACE

Business

Response:

Good Morning Revdex.com,

Please provide the customer with

our apologies for any confusion or disappointment present from the service call

we provided on 10.10.2015. As this customer has selected to use the mediation

services of the Revdex.com please advise that this communication is the escalated call back from the highest

level of customer care available the customer has been expecting.

Our technician’s report depicts the following:

sofa – right side facing seat has a slight compression, wear and tear,

compared to the other seats its a little different, just because of the wear

and tear

normal/good

Our business has explained to our

customer (our records show the last conversation was on 10.21.2015) from

various levels that the concern the merchandise is experiencing is the result

of nearly two and ½ years of normal usage in the home (as our technician’s

report depicts above). The protection plan/warranty that is active on this

merchandise covers manufacturing defects and/or most in home accidental

occurrences resulting in damage. The protection plan does not (like many

other extended warranties sold in our industry) cover normal wear and tear.

Because our customer was upset and

communicating this to us on 10.21.2015, we did try to offer a one time courtesy

resolution of ordering replacement parts however upon further research our

agent discovered that the vendor of this sofa no longer makes parts for this

set. As the retailer we are unable to take ownership for a concern that results

from normal wear and tear. While we sincerely wish we could resolve every

concern there are guidelines in place to keep resolutions fair for all

customers alike.

If the customer wishes to dispute

the validity of our technician’s report please have them send in photos of

their merchandise (thru this Revdex.com channel they have selected to open) and we

will review these pictures with our Service Management Team to see what, if

any, further courtesy offers we can make to this customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: "normal wear and tear" is a convenient phrase to not live up to factory defects which are covered by "PLUS COVERAGE" protection that they charge extra for.A sofa and chair should last alittle longer than almost 2 1/2 years under "normal wear and tear"

Sincerely,

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the disappointment the customer

continues to display.

As a business we stand behind the integrity and accuracy of our

technician’s report. It is a fact that with normal usage (even within the first

year) any seating component can and commonly will loose resiliency.

If the customer wishes to dispute the validity of our technician’s

report please have them send in photos of their merchandise (thru this Revdex.com

channel they have selected to open) and we will review these pictures with our

Service Management Team to see what, if any, further courtesy offers we can

make to this customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response becausPhotos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging

Review: I called Bob's customer service with a problem with a love seat 2 weeks ago. The seams were separating from the back of my loveseat to the connected pillows. It's a leather and material love seat. The man I spoke to to make the appt was very nice and said since it was purchased 3/14 it was covered under warranty for 5 yrs and he would send someone out to repair it. Last week 2 guys from Bob's came out, after accessing it, the older man said it can't be repaired it needs to be replaced. They then called Bob's, put my mom on the phone because she was home, and they confirmed no it cannot be fixed and they will have a new love seat delivered Wednesday. That was today. So today someone else shows up from Bob's, not the couch. A gentleman comes into the house and said he's here to fix the couch, looks at it and says it can't be fixed. At this point I am confused because they said last week it would be replaced. So he looks at my toddler whom it sitting in my bay window above the couch, he calls someone from Bob's and tells them that my toddler is the reason the why the seems are coming out, which it bologna. First of all the couch has only been in that location for a week and he was not climbing on it prior to today. How dare he make an accusation like that. First of all he showed up in a bad mood because the GPS was not accurate and he got lost, then he says the couch will not be replaced and to call Guardian, which is the extended coverage company I paid extra money for already. I called [redacted] they ask me questions and say "'sorry but the damage needs to be from an accident, if not, it's not covered. She then calls Bob's and speaks to Natisha whom tells her they are not replacing it because the couch cushions are shredded,, which they are not, the seams are totally separated from the leather backing to the pillows. What a horrible run around and I will NEVER use Bob's again for any furniture needs. This is ridiculous.Desired Settlement: I want my love seat replaced like it was promised.

Business

Response:

Good Morning Revdex.com,

Please

pass on our apologies for any confusion experienced during the requested

service interactions for this concern. The customer’s invoice depicts a

purchase date of 3.02.2013 (not 2014) and the first appointment that was

created for 11.19.2015 (two men) was created in error by the associated

customer care agent. The agent set up paperwork to send out a delivery team to

this customer’s residence instead of a service professional. Our records

indicate that the delivery team arrived as they were told to do but realized

shortly after arrival that they were set up for this stop in error as there was

clearly no assembly needed. Upon calling this into our offices the appropriate

paperwork for a factory trained service professional was created and scheduled

for 11.25.2015.

Please see

the attached picture in reference to the technician’s visit from 11.25.2015.

We

apologize again for our error in scheduling and have begun addressing this

agent’s failure directly with this agent internally. We are unable to respond

to damages that are not the result of a manufacturing failure. The picture

depicts a damaged area on the inside back of this item and we stand behind the

integrity of our technician’s report that this is not the result of a

manufacturing concern.

Should the

customer wish to use the protection plan they purchased for accidents they can

most certainly contact the [redacted] company who manages this coverage on their

own. Please be advised that [redacted] requires an accidental incident (happening

within the last 30 days) causing said damage be reported for coverage to be

applicable and they can be reached at ###-###-####.

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. We apologize that we are unable to

respond to damages that have occurred beyond the warranty specifications and

beyond the control of our business.

Review: I purchased a bed from Bob's in [redacted] as a gift for my daughter for her birthday. Damages were discovered on the finish and reported. Bob's agreed to send another bed. On the next delivery date, the delivery personnel found damage to the replacement bed before they even brought it into the house. We agreed to yet a third delivery attempt, with the assurance that the bed would be inspected before it was loaded onto the truch and again after it was loaded to ensure that it was secured properly. When the third be arrived, it, too, was visibly damaged with varnishes bubbled on the surface and scrapes to the finish in other areas.

I called Bob's to request a refund. The refund was refused and the agent stated that the purchase agreement states this. I do not see this on the purchase agreement, nor would I think it was appropriate in any case since no one is expected to accept damaged goods. Bob's has told me that I cannot have a refund, nor will they pick up the bed until I agree to select a replacement item. The money I used for this bed is the only money I have for the bed and Bob's does not have another bed I want. Therefore, I am being forced either to accept a damaged product or to select one that I do not desire.

This is wrong. I gave Bobs 3 tries to make it right -- both my daughter and I really liked the bed. I believe a refund of the purchase price is the ethical resolution.Desired Settlement: An immediate refund of the entire purchase price.

Business

Response:

Good Morning Revdex.com, Please pass on our apologies to the

customer for the disappointment she and her daughter have experienced with this

purchase.

Our records reflect that we fully agreed

with the customer’s aggravation and their desired settlement has been approved

as of 11.23.2015. The paperwork to schedule the removal of this merchandise for

a refund (after it returns to our distribution center and has been checked back

into our inventory) was created on 11.23.2015 and has been pending the customer

contacting us to schedule a date for removal. For reference this return

transaction number = [redacted]. Please ask the customer to contact our offices

(###-###-####) to schedule a date for removal of the product.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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 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: The spring catch release on barely 2 year old couch snapped last week which makes half my couch useless. The service man was no help and put me on phone with customer service who was even less help. Apparently this piece is not covered on the "Goof Proof" warranty that the salesperson sold us 2 yrs ago. According to customer service the parts department has no phone number and I have to wait for them to call me so that I can order and pay for the part before they can fix my couch. I've been waiting since Friday and I'm extremely unhappy about how poorly they guarantee their products. I feel like we threw our money away on poorly made crappy furniture that looks & works much better in their showroom. They should not be allowed to say they sell quality furniture when in reality they sell crap that they don't want to fix when it breaks. I want their parts dept to have the decency to call like they are supposed to so that I can go through the motions of getting my couch fixed.Desired Settlement: I want them to stand by their product and fix my couch at this point and have a parts dept that you can actually get in touch with. Plus their extended warranty is a complete scam to get more hard earned money out of people

Business

Response:

Good

Afternoon Revdex.com,

I have

spoken with [redacted] today (8.05.2014) and apologized for the lack of care she

has received while looking to us for help. As a further apology we will be

ordering and installing this part at no charge to [redacted]. Currently the availability

of the part needed is back ordered until the end of this month, I have made

[redacted] aware that I will continue to personally work on her behalf to get this

part to her sooner than the back order date. [redacted] has been provided with my

direct phone number and I look forward to being able to completely satisfy our

customer in the near future. I thank [redacted] for taking the time to file this

complaint so that we are adequately made aware of the areas within our company

that need enhancement.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Me and my father bought a mattress and foundation in bobs [redacted] store about 4 months ago . About a month after own the foundation it starting to cave in one it self. The biggest issue with the foundation is that it is made so cheaply, it is put together with strapping and 4 2x8 pieces of wood and cardboard. How is that suppose to support a human body and mattress. I went into the store today and they want to send out a technician, which I think is useless because the entire thing is pretty much fell in on it self. He will see if it can be repaired if it cant then it will be returned. But right now im sleeping on a loss foundation that is supported by books. Not to metion the customer service person at bobs was nice at first but then she started makeing faces when I described what was going on with the foundation. I just want something better then I have now that will last 5 to 10 years not 5 to 10 months.Desired Settlement: Just replace the foundation with something better

Business

Response:

Good

Afternoon [redacted],

I am genuinely

very sorry that you are experiencing any issue with your product and I assure

you that we do want to help you resolve this concern. As expressed on the

documents you received at the time of sale we reserve the right to inspect any

merchandise prior to offering a replacement. I further apologize for any lack

of care your complaint received while it was initiated to us; we value your

feedback beyond words and will most certainly follow up with our retail

location to ensure we are offering the best care possible at every level of our

organization.

SERVICE POLICY

We

guarantee that our new products will be free from factory defects for one year

from date of delivery or pickup. Our mattresses and motion furniture may carry

additional factory guarantees. You must report any factory defects to our

Customer Care team within one (1) year of possession, and a Customer Care

representative will schedule one of our Service Technicians to inspect the item

and service it to factory standards at no cost to you. If the Service

Technician determines that the factory defect is not serviceable, we will

replace the affected item.

Having been

in my business for nearly a decade, I can tell you that it’s quite uncommon

that we would try to complete a repair on a foundation. If the technician

determines that your foundation is experiencing a defect concern you will be

scheduled for an even exchange. The Bob O Pedic mattress you have is sold with

the same structurally made foundation that we sell our entire line of Bob O Pedics

with. We work with the same manufacturer on all of our memory foam bedding so

regretfully we have no physical way to offer you a different foundation for the

model mattress you have. It is possible

that the foundation you received was built incorrectly at the overseas factory

it hails from and this is the reason for your disappointment. Following our

usual successful practices under our service policy we are already scheduled

out to your residence to complete our inspection.

Our records

reflect that we are scheduled to your residence on 10.7.2014 to inspect this

foundation for defects under its current 15 year non prorated warranty. Prior

to the technician leaving your residence he will make a phone call to our

Customer Care Office to discuss the results of your service. One of our

professionals in customer care will speak with you directly at that time

regarding the outcome of your service and what the next steps in resolution may

be.

While I

acknowledge that you do not find our process sound, I do stand behind the

policies and procedures we have in place for this type of concern as the most

effective way to remain fair to all our consumers alike.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

I got a new foundation 2 days later which was fine the only problem was I had to wait to all day to receive it. I had a schuded time slot between 4:12-7:12 pm I don't understand that. Especially somebody who has gone through issues. All said and done im happy that I can sleep again.

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,