Bob's Discount Furniture

Review: In September 2014 I purchased a coffee table and end tables to be delivered to my apartment on January 16, 2015. I received a phone call from BOB's automated system confirming the delivery and when the January 16 came I never received my delivery. Throughout the day I had called the customer care line to follow-up with them to track my delivery. From about Noon until about 7:30 pm est. The customer care team had given me the run around and assured me that my furniture was on its way and that the delivery sometimes does take until 8 to deliver furniture. Around 8 I called customer care again only to be informed that my order was delivered even and someone I did not know signed for the furniture. The customer care team was very rude and unhelpful in addition to not being response. A few times that I've called since then I have been given the run around by the customer service team regarding investigation. It has been an incredibly frustrating process and at this point I want my furniture or my money to end this process.Desired Settlement: I would like to have my furniture delivered and my delivery fee refunded ASAP in addition to a formal apology.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincere apologies for the events that occurred

on 1.16.2015 and the delay these unexpected events caused thereafter. By all

accounts and by all parties involved our company was informed that the

occasional tables were successfully delivered to the customer’s address on

1.16.2015. Per the informational trifold provided during the time of sale any

customer is able to have another person (18 years or older) available to accept

their delivery. Again we are very sorry for any delay that caused unintended

inconvenience to our customer, however as a business we must take the

appropriate steps to confirm whether the merchandise was accepted or delivered by a third party under fraudulent terms prior

to allowing another delivery to take place.

As of today (1.26.2015) our records indicate that the

customer has reselected to an occasional table set of lesser value and the

difference in between the original selection and this new selection has been

refunded to the customer’s original method pf payment.

The new occasional table set is scheduled to be delivered on

1.31.2015. We have also added special notes for the new delivery team’s review

that no one except the customer (confirmed with proper ID) is permitted to take

possession of these occasional tables.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and pending I receive my furniture on 1.31.15 I find that this resolution is satisfactory to me.

Sincerely,

Review: I had an issue with the support posts underneath the bed, all 6 posts started falling down over time and there became a point that they would not stay up at all. I contacted Bob's to arrange for service to the bed and attempted three times to get an appointment that was convenient for me. On the third time the service technician was able to arrive to repair the bed properly and was very nice, however, damage was done to the top portion of the railing on the foot of the bed and when I contacted Bob's they requested that I take photos and email them to the photo dept for review. I did so immediately and heard no response so I followed up three times and on the final attempt, after speaking with customer service they said there was nothing that could be done because "not that I was lying but there's no way the technician could've caused the damage that was shown in the photos I provided". I explained to them that he left materials and my mattress leaning against the foot of the bed which is why the damage occurred. After a period of silence the customer service representative stated I'm sorry sir there is no recourse in this matter and when I asked to speak with the person who made this decision the said there was no oneI was able to talk. I asked repeatedly if I can speak to somebody and they said it's not possible there's no recourse. I mentioned that this was an major inconvenience to begin with and I didn't want to have to go through this but the marks on the bed were too pronounced and I could not let this go, and they said I'm sorry we're not doing anything for you.Desired Settlement: Ideally I would like the piece of the bed that was damaged replaced but I don't feel that it's able to be replaced because the part is probably not available, otherwise I feel that it would be fair that it would've been the original offer. So if that can't be done I would expect some kind of small monetary reimbursement for my issues. This is something that my wife and I purchased to be our bed for many many years and now it looks terrible and was very expensive. This is the second time I've had to contact the Revdex.com regarding this company and I expect them to do right by me this time because this actually was done by the technician and if this was going to happen I would have never called Bobs and would have attempted the repair on my own

Business

Response:

Good Afternoon Revdex.com,

Please pass on our deepest apologies to our customer for the

poor service and customer care experiences he outlines to have occurred.

I attempted to look up the photographs that the customer

states they sent into our photo box and I was unable to locate these.

I am happy to research this claim further with our Service

Management Team and follow up with this customer on what possible options for

resolution we may have to provide him

with after I am able to review photos.

Please ask that the customer send these photos thru this Revdex.com

channel for further assistance on this claim.

Kindest

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.

I am attaching the following photos for the company review, and am willing to answer any further questions they may have for me.

Sincerely,

Review: My husband and I purchased a dining room set on 12/30/2014 from the store in [redacted]. We also purchased the 5 year warranty. The set was delivered on 1/3/2015. Since then the backs of all the chairs have cracks in them and one chair's leg even broke off completely. I contacted the [redacted] number to report the issues with the furniture. On the first call, the woman I spoke to scheduled an appointment for someone to come to my home on 3/4/2015 to inspect the chairs. I needed an appointment after 5 pm due to my job. She said she would forward my request and someone would call to confirm the appointment 24-48 hours prior. When my husband received the call to confirm, they told him someone would be out between 7 and 9 am. He informed them this was not the time we requested. He once again informed them no one would be available until after 5 pm. The woman told him she would send another request but they couldn't guarantee anything. He told them we would not be home until after 5 pm and would need to call us to confirm the appointment time time. The person he spoke to told them they would mail a replacement leg for the chair that broke. He received an automated call the next day saying someone would be out between 7 and 9 am. He attempted to contact the [redacted]# and after being unsuccessful multiple times, he contacted the local store, who redirected him back to the [redacted] #. The day of the appointment, he got a call in the morning saying the tech would be to our house in 15 minutes. He told them no one was home and that they would need to reschedule. They wanted to schedule for that Saturday 3/7, which did not work, so he told them the next Saturday 3/14 would be fine. On Thursday 3/12, he got an automated call confirming the appointment for Saturday 3/14. The automated call said someone would call us between 3/12 and 3/14 to confirm an appointment time. On Saturday 3/14, we received no call and no one showed up.Desired Settlement: I would like the warranty of the product to be honored and the defective chairs to be replaced with new ones that are not damaged. If this can not be accomplished, I would like a full refund so that I can purchase a quality set elsewhere.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the concerns that

our customer has experienced with their dining room set purchased from Bobs

Discount Furniture. We further apologize that our customer was informed that an

appointment time after 5:00pm could be honored. This is not possible for

delivery or service as we never expect our delivery teams or technicians to be

on the road that late.

We have entered a reselection credit into our systems so

that the customer can reselect to a dining room set that will not present any

further quality concerns. The credit number associated with this reselection

is: [redacted].

Should the customer have any further questions about this store

credit/reselection process we ask that the visit their Bobs Showroom or contact

our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a

-7:00a).

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I paid for the furniture a month ago. The company is at its 2nd try to deliver the product. They are not capable to provide the COI filled out as required. On the day of the purchase I was clear about the names that must be included on the COI. Every time I complain to the costumer service and basically beg to them to e-mail the document to me so I can inform the superintendent has been denied. The answer is: "We can't do that". This week I was so stressed out that I sent two e-mails describing what exactly needs to be done in order to complete a delivery in my building. I also called the company just this week 6 times and repeatedly explained the checklist for deliveries. Yet, still no COI. The furniture is out for delivery today. Since there is no insurance provided, the delivery people will be turned away from the front door, identical to what happened with the first delivery. The costumer services' solution is to reschedule for the third time. Every time I mention that the form is still not correct, all costumer service representatives are chanting in unison: "It takes 72 hours to make changes". Since Bob's Furniture refuses to send out the correct COI 72 hours before the delivery, there is no way I can keep my delivery appointment. Because Saturdays are busy days for delivery, very likely my next scheduled appointment won't take place before early June. My experience with Bob's Furniture is the worse. They had an entire month to complete the certificate form that even those who are computer illiterate can finish in less than 5 minutes. I am truly disgusted. The costumer service is not helpful, on one occasion I had to endure the blame from one employee that this is all my fault.Desired Settlement: Honestly, I hope I never have to deal with this company again. However, I want the delivery happen immediately. If that requires me to stay out of work for one day, I would like to be compensated for the delivery from hell.

Business

Response:

Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out, when we are given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted] AND[redacted]as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]

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: We purchased 2 recliners and a loveseat in November 2014. A few months later, I had to have a service technician come to fix defects of the chairs. The chairs continued to have problems. We were offered an exchange, however the chairs we had were discontinued. We should have been offered a refund at that time, but we were not. We ordered 2 different recliners. One chair was delivered damaged, which I told the delivery man, and he lied to me telling me it would come back into shape. This required me to have another service tech come. When the tech looked at it, he was angry because the delivery guy knew that it couldn't be fixed. So, again, another chair replacement. Now, again after a couple of months of having these chairs, there are holes in the underlining of the chair which look like they are caused by the mechanisms. The chair has memory foam coming out of the bottom of the chair. I have contacted customer care twice last week requesting a refund becuase of the quality of the chairs and all the work I have had to miss for delivery and service techs. I don't want to keep recliners that can't make it a few months without falling apart. I was refused a refund. I was told to send pics in of the damage which I did on October 6th. I called on the 7th and was told they didn't get them and to resend pics. I resent the pics on the 7th and was told to wait 24 to 72 hours to hear back from them. My last call was October 7 with them. I have not yet heard back.Desired Settlement: Based on all the above information, I want the recliners picked up and a refund. I cannot keep taking time off for techs and deliveries. Customer service refused a refund which I actually should have gotten after the first set of chairs were discontinued. The quality of the recliners are very poor and a refund is my desired outcome because of it.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies to our customer for the

continued disappointment that has been experienced with these chairs and the

chairs prior.

As the customer has provided us with multiple opportunities

to make these concerns right and we continually let them down the request for

refund is reasonable and acknowledged as the fairest way we can satisfy our

customer at this time.

We have created the transaction to have the current chairs

(2) removed from the home for a refund. Once the chairs are fully checked back

into our distribution center the funds will be returned to the customer’s

original method of payment.

Please have this customer contact us to schedule a date that

works best for them to have these chairs removed. We can be contacted at

[redacted] (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference

the customer may provide this return for refund number: 61466031.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We did, however, decide to give Bob's one last chance. We are returning both chairs and loveseat that we got to go with them in exchange for something else. I spoke to customer care today and that transaction was approved. Thank you for the quick resolution.

Sincerely,

Review: I have been a long time customer of Bob's. I purchase a sleeper sofa in December 2012. I also purchased the 5 year Goof Proof plan which covers the piece against accidental damage. The paper work explicitly states damage to the sleeper mechanism. The unit was accidentally closed improperly causing a metal hinge to become entrapped on another component. When we opened the couch the next time to use it the part broke. Bobs service team inspected and we were told to contact the team handling the Goof Proof claims. They refused to honor their contract stating that my accident was not valid. I feel like I have been taken advantage of. There own customer service rep said they do everything they can to try to not honor the guarantee.Desired Settlement: Repair or replacement of the sleeper mechanism, or replacement of the entire sofa if that is not possible.

Business

Response:

Good Afternoon Revdex.com,

We certainly apologize for what this customer has had

to go through to get this situation rectified.

Looking into the account I did find the customer had already spoken with

one of our representatives who had set the customer up for a reselection credit

for the damaged pieces. This customer

has already used this credit for his new selection and is scheduled for

delivery on 2/15/16. We believe that Bob's Discount Furniture

has taken care of this customer’s concerns at this time.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Ipurchased a couch and loveseat 12/10/15, I was told it is in stock. paid for delivery. delivery was 12/26/15, when truck showed up there was nothing on it. rescheduled to be delivered 1/2/16, truck shows up with just loveseat. I call Bobs to find out my IN STOCK couch was backordered for 3 weeks. made another delivery date for 1/23/16. truch shows up and couch was delivered, but it was broken and wired backwards. call Bobs, they said they would send someone out to fix on 2/5/16. no call, no show and now I con not get them on the phone. $1600 for broken furniture and NO customer service, no fixing of broken furniture. I also paid for GOOF PROOF WARRANTY.Desired Settlement: I do not think I should have to pay for broken stuff, I want it FREE and goof proof and delivery charges refunded.

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 the customer feels they are owed something

additional after their concerns have been resolved.

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 have taken 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. We have ordered a part to replace the damaged

control this will be shipped directly to the customer’s home. I certainly would like to apologize for any

confusion in setting a service; we would not schedule that service until the

part is in the home. Once the part has

been received by the customer he can call in to customer care to schedule the

part installation. The phone number for customer care is ###-###-#### Mon-Sat

6:30am to 8:00pm and Sunday 11:30am to 7:00pm.

While we certainly understand the customer’s frustration at this time, offering

free merchandise is not something we can do as a business. I would be willing to offer compensation to

this customer in the form of refunding the delivery fee paid $149 back to the

[redacted] account.

We have continued as a business to address this individual’s concern the moment

it is presented to us and work out of our normal guidelines because we realize

the level of dissatisfaction this consumer is emulating as a result of our

failures.

Kind Regards,

Tracy S[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I received switch in mail 2/13/2016. so I called Tuesday to set up appointment (3:40 pm). after giving my phone # and name and address, I told the man on phone I had to set up service. he chuckled and said, " you want service, what do you think we are, a furniture store. Do it yourself..." I got very upset and told him to go F[redacted] him self. I want my goof proof money refunded and delivery charge, and I want [redacted] Paid. I don't want anymore empty promises. these terms are not debatable.

Sincerely,

Kenneth Bo[redacted]

Business

Response:

Good Morning Revdex.com,

We absolutely want to apologize to

this customer. If an agent said

something offensive we would find that unforgivable. I have asked the third party that stores our

recorded calls to pull this call so that I may listen to it and provide

coaching if deemed necessary.

As for the customer’s request for “[redacted] to be paid”, I am not sure to what they are referring. I will absolutely set up a credit to go to

[redacted] for the delivery fee paid ($149.99) and although it is outside our

policy guidelines I will also credit back to [redacted] the money paid for the

[redacted] insurance ($149.99)

I hope this will be acceptable to

the customer.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: with the way I was treated, very rude to say the least, this is unacceptable. put yourself in my shoes, this has been an ongoing ten plus weeks. are you serious? I wan ALL of what is owed to [redacted] paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PIT. I have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided 1 Switch.

Review: My fiancee and I ordered a new couch and a bedroom set from Bob's to two weeks ago, that was set to be delivered today. Two days prior to the delivery they informed us that they could not in fact get the couch until several weeks later, and being without options we had to change our order to a smaller couch. We were very unhappy that they waited until the last minute to inform us and basically left us with little options as far as going somewhere else. They offered us no compensation in return for this convenience and after much argument finally offered a gift card for 50 dollars. This is silly as they do not sell anything for that amount and we have no desire to purchase from them again. Then we were given a three hour delivery window of 10:15-1:15 the day before. It is now 3:30 and still no delivery. When I called to once again complain they offered nothing to rectify the problem and basically said "what can you do about it". Now my fiancee has had to take the entire day off of work and we have been offered nothing in compensation for this. I do not understand why we are still expected to pay for this delivery, and why the customer service reps do not do anything to try and salvage the business relationship by offering something for the continued issues we have had. We will never shop at Bob's again!!

Desired Settlement: We would like to be refunded the delivery cost. Bob's did not honor their word in any way during this order and delivery and it seems unreasonable to offer no compensation for all the time missed from work and inconvenience.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Mr.[redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise delay.

According to our records you canceled the order on, March 25, 2013. All of the items are now available for delivery; If you reinstate your order within the next 72 hours we will refund 10% of the purchase price and only charge $50.00 for delivery. Please note that delivery is an all day service however, we can arrange for you to receive a call ahead prior to the drivers arriving to your home.

Your satisfaction is our primary goal and I apologize that all possible options were not explored . It is our hope that you accept or offer.

Review: On April 10, 2013 I [redacted] purchased a living room set from bobs,I was approved for Wells Fargo credit card for $2100,The purchase was $1902.02, I put $500 cash and scheduled a delivery date for April 27th in the am, on April 14th I returned to the store and bought a set of bunk beds and 2 mattress, they added it on to my order with the same delivery date, upon delivery I was notified that the bunk beds were damaged, so I spoke to a customer service rep and ask for a redelivery of the bunk beds for the following weekend Saturday May 4th, That same day Bobs automated service called me to confirm my delivery, and on April 29th I received another automated call from bobs confirming my delivery date and again, it was to be delivered from 6-9am, at 8am I call bobs to track my delivery and they responded with the order was canceled and I would have to wait till the June to receive the beds.. I never received a call explaining that I would have to wait or it was canceled.. My four little girls had beds but being that I bought them new beds and expected to receive them within a certain time frame they would sleep on the sofas and the floor, till they received there beds but to wait 1 month without notification and after paying for the beds in full this is un acceptable.. we relaid on Bobs brand and great customer service to receive nothing.. please help us, my kids are out of beds and were out of cash...

Order_Number: XXXXXXX

Desired Settlement: To recieve a replacment within a weeks time not a month..

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for the merchandise delay and inconvenience we have caused.

When merchandise is out of stock we are provided a expected date of arrival by the manufacturer; We are able to schedule deliveries based upon the expected date however, we can not guarantee delivery until the merchandise is in our possession. It is expected that either your sales associate or store representative contact you and keep you informed regarding the merchandise availability and status of your order, I apologize if you did not receive proper notification.

Our records indicate that you have since decided to cancel your order. We understand your decision as well as the inconvenience this causes. We would appreciate the opportunity to reinstate your order and restore your faith in our company. We can deliver 4 loaner bed frames so that your children have a comfortable bed to sleep on until the bunk beds arrive the week of June 1st. Once delivery is complete we will mail you a $150 gift card which your girls can use to select an accessory item to compliment their new bunk beds.

Your business is appreciated and we hope to have the opportunity to regain it.

Review: We purchased a bedroom set from Bob's in Totowa, NJ in 2010. When the furniture was delivered, the nightstand was damaged and the opening top of one of the dressers didn't work properly (doesn't close). The delivery person said they would report it and that they would schedule someone to look at it and that the nightstand should definitely be replaced and the dresser repaired. Someone came out to look at the furniture, they also said the nightstand would be replaced but that he could fix the dresser. He went ahead and fixed the dresser and left. The dresser broke again shortly thereafter and within a week or so, some piece for the nightstand was delivered to us via UPS. Not a new nightstand as promised, just the top piece. We weren't notified about this and were very surprised to receive it. I called Bob's customer service several times after that, however since I do not have time to wait on the phone for hours I could not get a hold of someone for quite a while. Finally I got through, I explained what happened, that we were supposed to get a new nightstand not a piece for it and that the dresser was still broken. They sent someone out again, he took one look at the dresser and said he couldnt fix it and that he would recommend they replace it. I have not heard from Bob's since then (Dec 2011, I think). I have tried calling but the wait times are too long. I have tried emailing through their website and received no response at all. In the meantime, the other dresser with an opening top broke as well. So now we have two broken dressers and a damaged nightstand.

Product_Or_Service: Bedroom set

Desired Settlement: I would like the nightstand and both dressers replaced.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the unresolved merchandise issues.

We will be happy to exchange the nightstand and order new hinges for the chest. Your desired resolution is for two dressers and a nightstand to be replaced however, there are no service reports indicating a problem with the dresser? Please describe the issue you having with the "dresser".

Consumer Response /* (3000, 7, 2013/04/12) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

My apologies, it appears my furniture vocabulary is incorrect. We have two of the Camden 5 Drawer Chests with the opening tops. The opening top of both chests (not dressers) do not open or close properly. The hinges and the catches do not work. I do not want to have new hinges sent to me, I cannot repair furniture myself. If you cannot replace both chests, then please have someone fix the tops correctly this time. One repair person already replaced the hinges and it broke within a week. The second repair person took a look at it and said he couldn't fix it. If they cannot be fixed properly then I would like both chests (2) replaced by another "Dresser" (1). And I would like a refund of the difference (2 chests @ $299 = $598, 1 dresser = $379; $598-379 = $219 total refund

Consumer Response /* (3000, 9, 2013/04/15) */

Actually if the 5 Drawer chests cannot be fixed properly then I just want a refund for both, I do not have the space for an additional dresser.

Business Response /* (4000, 11, 2013/04/18) */

I have placed a part order to replace the hinges and butterfly clips for both chest; the parts are being shipped directly from the overseas vendor therefore, the approximate order to arrival time is 3 and 1/2 months. Once you receive the parts please contact us to schedule a part installation appointment. The nightstand is available for immediate delivery, please contact our customer care department at X-XXX-XXX-XXXX to schedule a pickup and delivery date.

Consumer Response /* (4200, 13, 2013/04/19) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It seems that a major part of my complaint was missed. I have not been able to get through to customer service and have been subject to wait a ridiculous amount of time on the phone. So in order to resolve that, Bob's is telling me to simply call customer service? That is so insane, however, not unexpected considering the poor level of service I have come to expect from Bob's and simply proves my point. I do not think it is too much to ask to have someone contact me to schedule the delivery of the nightstand. As far as the hinges and clips for both chests, it will take 3.5 months to get those parts? That seems like a ridiculously long amount of time for some parts for a chest, that will most likely not be repaired properly again. If the chests are available for delivery, I want them replaced.

Business Response /* (4000, 15, 2013/04/23) */

Parts are available for the chest, therefore exchanging the merchandise is not an option at this time. I called you on 4/23/13 @9:02am to schedule delivery of the nightstand however, I received your voicemail. Please contact customer care to schedule delivery or you can email three dates you are available for delivery and I will schedule the order for you.

Consumer Response /* (4200, 17, 2013/04/24) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Parts are not available for the chest, they will take 3 and a half months to get, to me that does not seem available. Also, if these are the exact same parts that are on the chest already, then it will not fix the problem.

We are available for delivery on Mon 4/29, Tues 4/30 and Wed 5/1.

Consumer Response /* (-5, 18, 2013/04/24) */

Also, I received the voicemail, but did not get a call on my cell phone number which I also provided.

Business Response /* (4000, 20, 2013/04/28) */

The furniture is out of warranty therefore, parts are the first option for recourse. If parts do not resolve the issue, we will explore alternate options for recourse. The parts are being shipped directly from the manufacturer and the expected ship time is 3.5 months.

I have requested that the nightstand be exchanged on 5/1/13. I will followup with you if there is a problem confirming the requested date.

Consumer Response /* (4200, 22, 2013/04/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I received a call confirming the delivery of the nightstand on 5/1/13, thank you.

However, for the chests, what exactly is the warranty? My original complaint was from 2010 and would be within the warranty time, correct?

If we have no other choice but to wait for parts, then I guess we will have to deal with it. Again, this just shows that you get what you pay for at Bob's and how poor the quality of the furniture and the after sales service really is.

Consumer Response /* (4200, 26, 2013/05/02) */

I received the new nightstand yesterday on 5/1/13. However, I am stil not satisifed with the response I have received regarding the two chests. I think it is outrageous that I have to wait 3.5 months to get parts shipped to me and then after I receive them I need to call and schedule an appt to have them installed. I want the chests replaced. If that can't happen for whatever reason (Bob's has already given two different reasons for that), then have the parts shipped to Bob's and when they arrive, have someone call me to schedule the installation.

Business Response /* (4000, 28, 2013/05/04) */

We were able to locate the hinges within our warehouse rather than wait for a direct ship from our manufacturer. The hinges were mailed to your home on 5/3/13; I expect that you will receive them within 3-5 business days. Please contact our customer care department at X-XXX-XXX-XXXX once you receive them and schedule a part installation appointment.

Consumer Response /* (4200, 30, 2013/05/13) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I received the hinges, however it looks like there are only enough to fix one of the chests and not both. Can you please confirm what was sent?

Business Response /* (4000, 32, 2013/05/22) */

In total 4 hinges were ordered; 2 locking and 2 butterfly hinges.

Review: I WENT INTO THE [redacted] LOCATION ON 7/30/2013 TO PURCHASE A MATTRESS. I WAS TOLD THE MATTRESS WAS BRAND NEW......IT WAS STILL WRAPPED IN PLASTIC!!!! I GOT IT ALL THE WAY HOME TO FIND OUT THE BED WAS USED, IT HAD BLACK MARKS ON IT, STAINS ON THE BOTTOM, LITTLE LENT BALLS, DEAD BUGS, AND EVERYTHING YOU CAN IMAGINE WRONG WITH THIS MATTRESS. I CALLED UP TO THE STORE THE NEXT MORNING TO SEE ABOUT GETTING A REFUND FOR THE MATTRESS AND THE TRANSPORTATION TO RENT A TRUCK TO GET THE MATTRESS BACK TO THEM, THEY FIRST TOLD ME THEY HAVE TO INSPECT IT BECAUSE THEY DON'T/CAN'T SELL USED BEDS, WHEN CLEARLY IT'S USED, FOR ME TO EITHER GET ANOTHER MATTRESS OR SEE WHAT THEY CAN DO ABOUT THE MATTRESS. I PROCEEDED TO TELL THEM THAT I DON'T WANT ANOTHER THING FROM THE STORE AND I WANT MY MONEY BACK, THE "SALES MANAGER" TELLS ME HE HAS TO TALK TO THE STORE MANAGER. THE STORE MANAGER WAS SUPPOSE TO CALL ME BACK, I RECEIVED NO CALL BACK FROM HIM. WHEN I FINALLY TALKED TO THE STORE MANAGER HE WAS VERY RUDE AND TOLD ME I WASN'T ABLE TO GET MY MONEY BACK FOR TRANSPORTATION BECAUSE IT WASN'T THEIR FAULT, AND THE BED IS "NOT USED".

Product_Or_Service: MATTRESS

Desired Settlement: I WANT MY MONEY BACK FOR THE PURCHASE OF THIS USED MATTRESS, ALONG WITH THE MONEY I HAVE TO SPEND TO RENT ANOTHER TRUCK TO BRING THE MATTRESS BACK TO THEM.

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

Good Morning Ms. [redacted],

Thank you for considering Bob's Discount Furniture for your bedding needs. I apologize that the bedding you selected in our Pit location was not in the condition you expected.

You personally selected the mattress while in the [redacted] store; was the condition of the mattress not clearly visible when you selected it? Mattress sold in the pit were either damaged in transit, discontinued or refurbished; Refurbished mattresses are sent back to the manufacturer stripped of the upholstery, rebuilt then sent back to, these mattresses are properly identified. It is unclear as to when and how the mattress was damaged however, we have since authorized the return and full refund; there will be no credit given for transportation cost.

Bob's Discount Furniture appreciates your business.

Consumer Response /* (3000, 7, 2013/08/09) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I DO NOT ACCEPT THEIR RESPONSE BECAUSE, I WAS NEVER TOLD ABOUT ANY MATTRESS BEING "REFURBISHED" OR ELSE I WOULDN'T HAVE PURCHASED IT, WHO IN THEIR RIGHT MIND WANTS A REFURBISHED MATTRESS? I DON'T ACCEPT IT BECAUSE I AM NOT BEING GIVEN MY MONEY BACK FOR HAVING TO RENT TRANSPORTATION TO BRING THE MATTRESS BACK. HAD THEY WOULD TOLD ME THE MATTRESS WAS USED, DAMAGED, OR REFURBISHED I WOULDN'T HAVE BROUGHT IT TO HAD TO BRING IT ALL THE WAY BACK TO THE STORE. NOT ONLY AM I OUT OF THE MONEY FOR THE TRUCK RENTAL, I AM ALSO OUT OF A DAYS WORTH OF PAY BECAUSE I HAD TO TAKE OFF WORK TO TAKE THE MATTRESS BACK TO THE STORE. IF LYING TO CUSTOMER' S AND NOT TELLING THEM THE WHOLE TRUTH ABOUT Y'ALL PRODUCTS IS THE WAY TO SELL THEM TO MAKE COMMISSION, BOB'S DISCOUNT FURNITURE IS NOT GOING TO LAST VERY LONG.......VERY BAD BUSINESS!!!!!!!!!!!

Business Response /* (4000, 9, 2013/08/24) */

Ms.[redacted],

I was not suggesting that the mattress you selected was refurbished; Had you selected a refurbished mattress you would have known, as the labeling of the item is different.

The return of the mattress and refund have been completed however, there will be no credit given for transportation cost or pay loss from work.

Review: I ordered a mattress, box spring and frame from Bob's Discount Furniture on July 27. It was back ordered twice. Then, when the furniture was finally delivered on August 20 (4 hours after the end of the three hour time frame I'd been told for delivery), the frame delivered was not the correct frame for the bed. When I rescheduled delivery for the frame on September 7, I received a call from Customer Care asking if I had cancelled the delivery (there had been some miscommunication between Customer Care and the dispatchers). I said no I had not and the agent assured me that my house was the next stop. An hour later when the furniture had not arrived, I called to check the status and was told that my delivery was marked as missing or damaged and the next day it could be delivered was not for another week. I had asked previously for a refund of the rails and delivery cost, but was told I could not seek any compensation until the order had been completed.

Product_Or_Service: [redacted] Full Set of Bedding-STD FD

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I would like a cash refund of the price of the foundation because it has been sitting on the floor ($207.79), rails ($60.00), and delivery cost ($59.00).

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the failed delivery attempts of the bedding and rails.

I am pleased to learn that delivery of the mattress and foundation was successfully completed on, 8/20/13. The frame was not delivered as expected on, 9/7/13 due to the item not being loaded onto the delivery truck.

We recognize the inconvenience of the multiple failed delivery attempts, yet we appreciate your patience.

Your desire to be compensated is understood and as a result, I will be happy to issue a refund of the rails if you still prefer to cancel them. In addition we can issue s gift card or store credit equivalent to the $59.99 delivery fee; unfortunately we are unable to refund the cost of the foundation. If your concern is that the foundation has been sitting on the floor, I will be happy to replace it with another one.

Your concerns with the communication between customer care and dispatch are being addressed, internally.

Review: Bed broke and technician did not fix it, just handed us the 2xwood strips and told us it was an easy fixBed broke again a few days later, cust service set up an appt for another tech to come out nearly a week later and they never showed upThree weeks without a bed and when we contacted them a third time they said the piece was backordered and that we would have to come down to the store ourselves to pick up a loaner bed frame but they do not deliverNeve apologized for a the 2nd tech not showing up, never offered any compensation, rude Assistant Management Specialist [redacted] was talking over me being disrespectful and condescendingNothing was accomplished except that they offered the loaner frame.Desired Settlement: Better customer service, more respectful management and an actual supervisor to speak with me when requested, but I believe Bob's should come and fix the bed when they say they willKeep appointments/notify the customer that they aren't comingI would also like to be compensated because I was put out of my bed for three weeks and countingI don't want to store credit after the garbage I've gone through with this company and their unsatisfactory workmanship, just acknowledgment & other comp
Business
Response:
Good Morning [redacted],
I sincerely apologize for all the issues you have experienced with your bed, I can completely understand your frustrations being this is a product you use so frequently and I assure you that Bobs Discount Furniture places our customers as our number one priority in their time of such need
Our records reflect that your first report of concern came to us on and we scheduled one of our technicians to your residence the next day on Upon arriving to your residence on we spoke with a "[redacted]" who made us aware that no one would be available to take service that dayWhen our service technician came to your residence the second time on you indicated that you would be moving your merchandise within the next three daysThis would be the reason behind not installing those slats to your bedAs you were planning to disassemble your merchandise, move it to a new address, and ultimately re assemble it providing you the correct parts is the best recourse any service technician has in this scenario
You called again, now at your new address, on and reported further concerns with the bed as well as cosmetic damages to other items of your bedroom furnitureWe arrived to your new residence the following day on and while there we determined the rails of your bed, which are separate from the slats, to be defectiveWe also touched up several cosmetic damages to your dresser and nightstandAs the damages to your dresser and nightstand were not from a manufacturing defect, we serviced these as a courtesy to you so you would not need to use your protection plan to make a claimBased my extensive research of your account I cannot locate a service appointment that wasn’t scheduled for you and honored as agreed uponYour account indicates that for every concern we came out as soon as physically possibleOn top of that we normally do not service cosmetic damages that are caused by our customers and did so in your case to ensure your satisfaction
I can assure you that if we had the ability to exchange your bed rails sooner, we absolutely wouldRegretfully we have little to no control over new shipments arriving from our overseas vendorsWe wholly understand the terrible circumstance that this back ordered merchandise places you in and that is why we have already offered you several options to try and alleviate the stress of waiting for these rails to arriveI see that we have offered you a store credit to reselect a new bed plus cover the cost of that new delivery and assemblyAccepting this option would surely get you a functional bed before We have also offered to provide you a loaner – metal frame which would at least get your bedding off the floor until the exchange of the railings can take placeI apologize that you felt asking you to pick this metal frame up was offensive, I assure you that our intention was never to offend youWe only meant to provide you with the most effective resolution in the most efficient timeframe possibleIt does take a couple business days to get any merchandise picked and loaded for a delivery out of our CT distribution centerAt this time I can certainly set up to have a metal frame delivered to your residence at no charge until the railings are exchanged on
I am also very sorry for the lack of customer care you received from our Account Management Specialist and I really thank you for bringing this coaching opportunity to our attention
Please respond and let me know if you’d like the delivery of the metal frame set upIf you would, please direct me to what delivery date would work best for you and I will do everything in my power to accommodate your request
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison

Review: I bought a bedroom set of a bed,2 nightstands, 1 dresser and 2 chests. The furniture barley made a year this weekend, that's when one of the drawer slides of the chests broke. Specifically the rail that makes it slide in and out. We bought the Goof Proof insurance because it sounded according to the sales person and the pamphlet that it was worth the money and that it would cover just about anything. It says clearly "breakage of the wood frame or structure or other hard surface". The breakage happened Sunday 3/9/14. I called them but were closed. Called Monday and the wait was so long the machine prompted me to leave a message. Finally today Tuesday I reached customer service. To my surprise, according to them, that statement that would make it seem that the damage is covered actually they are referring specifically and exclusively to stained wood. If I knew that from the very beginning I wouldn't have bought the insurance. I was cheated and lied to by this merchant and their deceiving advertising about the insurance And what it claims to cover.Desired Settlement: I need a technician to come to my house and fix this drawer. Because that's what I paid for.

Business

Response:

Good

Evening Revdex.com,

I

have reached out to this customer by phone this evening (3.17.2014) and on this

number - ###-###-#### – the call just rang and rang and would not allow me to

leave a message. When calling this number - ###-###-#### – I was told by an

automated machine that the caller is unavailable or out of the service area and

I could not leave a message either.

Our

records do not indicate that this customer has contacted us within the last

year to schedule a service request. Based on the nature of this claim as

described to you, please encourage the customer to reach out to us at

###-###-#### Monday – Saturday between 6:30am – 8:00pm to schedule a service

for this concern. I have verified with our Work Force Management Department

that our call center does not have the option to leave a message for us while

you are holding; I think this customer is talking about the [redacted] Company in

regards to being denied service. Bobs Discount Furniture will be happy to help

this customer schedule a service appointment for her drawer as soon as she

contacts us.

Thank

you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That's not my contact information.

Review: Bought furniture that is falling apart.Was left a message by customer care that it was determined that the furniture was missing parts and I could purshase them if I want to. The furniture is not even a year old and I also bought extended warranty.We were asked if we have ever found any pieces to the furniture, which we have not. They did not tell us what they would do about the fact that the furniture is fading away as well. I have tried several times to call and was unable to reach anyone. I have also sent an email and have yet to hear back from customer care. The furniture has also damaged my hard wood floor and I have tried to call into customer care and again unable to reach a person. I would like to get my furniture fixed and would like your help with this matter. Thank you.Desired Settlement: New furniture that is not broken or fading.

Business

Response:

Good Morning Revdex.com,

I have reached out to this

customer by phone today (4.16.2014) and offered her a resolution she has

accepted as satisfactory.

Thank You for bringing this

concern to our attention so we have the opportunity to better serve the most

important people in our business,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased 2 mattress sets in 2012 and both are infested with bed bugs. We first noticed the problem about 8 months ago. Not sure how long they have been living in the mattress. I was doing some research online because I did not know anything about the bugs and found the complaints below. I called customer service and like many other complaints I am reading everyone had the same result. Since I live in an apartment community it has to be coming from another apartment. Just asking for the company to do the right thing when they have to be aware that I am not the first to make the complaint and replace the sets. [redacted]Desired Settlement: 2 replacement full size mattress sets.

Business

Response:

Good Afternoon,

I spoke with Ms. [redacted] yesterday, June 28, 2014 in regard to her complaint involving bed bugs. As she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home for 18 months and only first notified us of her concerns, last week. In addition she resides in a 240 unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's.

Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks.

We empathize with Ms. [redacted]'s plight however, we have no recourse to offer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have purchased a twin mattress from another store at the same time I purchased to two infected mattresses and have no issue with it. No other apartment has complained about a bed bug issue in the community and leaving in a 240 apartment dwelling does not dismiss the issues caused by Bob's that have been reported by many other customers. What other evidence can I provide?

Sincerely,

Review: Upon purchase of a leather day bed with a "GOOF PROOF" protection plan for accidental stains & damages, I had an unknown tear on the leather trundle bed. I called Bob's furniture warranty department and explained the tear and how I was unsure of how it happened since its not used often. They told me they were unable to do anything for me since I was not sure of how it happened, even though under the "Goof Proof" protection plan outline under coverage, it specifically states it covers rips, tears, cuts, burns, and punctures. I paid $49.99 for a protection plan that finds any way of not covering their products just because I don't know how it happened.Desired Settlement: I would like them to stand by their warranty and fix the damages that have occurred. If they refuse then I would like a full refund of their useless warranty.

Business

Response:

Good Morning [redacted],

Thank you choosing Bob's Discount Furniture for your home furnishing needs. The optional Goof Proof plan you opted to purchase in 2012 provides great peace of mind in the event of most common in home accidents. Rips and tears are covered, if properly reported; for example, accidentally sitting on a sofa with keys in your pocket and puncturing the cushion would be covered however, the claws of an animal puncturing a cushion or a child accidentally puncturing the cushion with scissors would not be covered.

Bob's Discount Furniture does not the authority to overturn a denied claim however, in some instances we can explore additional options which may present a cost to you. Depending on where the bed is ripped, you may be able to purchase either a new headboard, footboard or rail and keep the goof proof plan or if you prefer you may cancel the plan and receive a prorated refund. For $59.99, your $399.00 bed is covered under the goof proof plan until October 2016; I would recommend that you keep the plan however, if you choose to cancel it we will refund $44.99, which $15.00, less the prorated amount. Typically we are unable to offer a refund on the plan either without Guardian's approval or 30 days after purchase.

Bob's Discount Furniture appreciates your business and apologizes for any inconvenience or miscommunication we may have caused.

Sincerely,

Review: My complainnt is quite extensive. Back in October of 2013 my husband and I purchased brand new furniture from Bob's Discount Furniture totaling $3,000 for show room quality. We were first told our bed frame would take the longest of all our furniture and would come last. We were completely fine with that and figured we could make due until everything came. Our first delivery was fine and we got the couches we bought and some bedroom furniture. The dresser was damaged so we decided to send it back since we knew we were waiting for more furniture. The delivery of our bed frame and dresser took 7+ times to be delivered until everything came and was not damaged and we of course had to give up weekends to be there. Every time it came damaged we were told it would be checked before being delivered and everytime it would come it was never checked, it was damaged and had to be sent back. My husband and I slept on our mattress and box spring on the floor for a month until everything finally came in. Our hard wood floors were scratched in the process which was another ordeal, but that was resolved (not by Bob's however). We were told we would get back the $250 delivery fee since it took so many tries for delivery, well we never saw that and when I called to complain, after waiting for 20 minutes on hold more than once for customer care, they told me there was nothing they could do except give me a $100 gift card after I told them I would never buy from there again. On top of all that our bed frame cracked and broke in the middle of the night and the pegs that support it are falling off, which will probably lead to it collapsing again. I've called customer care 5-6 times in the past 3 months and have yet to show the pictures of our broken bed or receive a new one considering it's under warranty. I went to the store today and they said they'll send someone out to look and I'd receive a call within the hour and have yet to hear anything on when that will happen. This is the worst service we've ever had.Desired Settlement: Not only do I think we should a refund for the delivery fee and the products that were consecutively delivered damaged (which total about $1000 altogether) I want a new bed frame delivered and set up properly to assure it will not crack and break while we're sleeping.

Business

Response:

Good Afternoon Revdex.com,

I called [redacted] directly today (8.18.2014) at the phone

number she has listed in this complaint. We are very sorry for the amount of

inconvenience that [redacted] and her husband have endured due to our failures and

I eagerly await [redacted]’s return call to me so I can work to restore her faith

in our business.

We do consider our customer’s bed an item of great importance,

our records do indicate that we dispatched a service professional to [redacted]’s

residence on 8.16.2014 and there wasn’t anyone home to take the service this

past weekend.

Thank you

for providing us with an opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

This is now my second complaint with the Revdex.com. After my first complaint I was called immediately by [redacted] (customer service) at Bob's who wanted to figure out how to fix the previous problem. I agreed to give Bob's a second chance. [redacted] and I agreed that they would send a new bed and it would be "white glove tested" to ensure no damage when it was delivered to the house. We agreed that it would be delivered Saturday 8/30/14 which is the Saturday of Labor Day weekend, which I knew, but figured this time they ensured me things would be taken care of. On top of that we agreed to half the delivery fee returned in a check ($120) which was received and half in a gift card (which I have yet to receive and at this point don't want). I agreed to all of this because I wanted to give the benefit of the doubt, then the same exact thing that's happened for the past year happened again. The beginning of the week I received a message the delivery would be between 7am -10am Saturday morning and everything was "white glove tested". Then this morning (Saturday 8/30/14) my husband and I woke up at 7am and stripped the bed to make sure it was ready to exchange. At 9am I received a call the bed wouldn't be coming because there was damage. So not only have I wasted a Saturday of the holiday weekend waiting for Bob's, I woke up at 7am on a Saturday to prepare everything and they didn't have the courtsey to call and let us know they weren't coming 2 hours later. I am aboslutely livid. I now have to schedule another Saturday for them to come since my husband and I have full time jobs during the week and waste more of OUR time after being promised a new bed. I literally want nothing from Bob's except a FULL refund and my new bed. I don't want a gift card because I wouldn't even buy a pillow from Bob's after this year long, absolutely horrifying experience we've had. This is the worst service imaginable! want a FULL refund of what the cost of the bed, foot board and rails cost which I belive to be around $1,000 and I want a brand new bed that is not damaged delivered to my house IMMEDIATELY! I WILL NOT except a gift card!

Business

Response:

Good Day Revdex.com,

I called [redacted] this morning and left a message on her

voicemail apologizing for the unforeseen failure that she had to deal with this

past weekend. I assure [redacted] that we did complete the White Glove Inspection

prior to the merchandise leaving our distribution center in CT. I certainly

acknowledge [redacted]’s frustrations and want to help her move forward in

resolving this concern. I have listed the two options for resolution below that

I left on [redacted]’s voicemail machine this morning. I have also included a third

option for [redacted]’s review that would not require any more delivery/pick up

attempts taking up her valuable time.

Option #1:

We can remove the headboard/footboard/railings from the home

and provide a monetary refund for the amount that was paid towards the bed itself.

-Or-

Option #2:

We can offer a ‘reselection’ store credit on the bedroom

furniture that makes up the ‘Louie Set’ that was purchased. [redacted] would be

provided a store credit based on the total price paid for the set and may

return to our showroom to select a new bedroom set. We would remove the current

furniture in [redacted]’s bedroom set and deliver the new product on the same

delivery date.

-Or-

Option #3:

[redacted] agrees to keep the current bed she has ‘As is’ with

no remaining warranty period on the bed and we will refund 50% of the original

purchase price that was paid on the bed itself.

[redacted] has my direct phone number and is able to accept one

of these options for resolution by contacting me via phone, emailing me at [redacted] ,

or responding to me via this Revdex.com channel.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I am writing today in regards to a purchase I made at the [redacted], New York branch of Bob’s Discount Furniture; my experience has been far from positive. I have had multiple issues since my initial purchase and I am extremely disappointed in the lack of care given to customer complaints. In December of 2012 I purchased a matching living room set; a loveseat recliner with cup holders and center pocket along with the couch, both in brown leather. Less than six months later in May of 2013 I had to utilize the “[redacted]” warranty plan and have the set replaced. Since receiving the new set I have a had techs from the company come to my home on two separate occasions, December of 2013 and again October of 2014, both techs confirmed the need for the furniture to be replaced yet again. I am having the same issues with the furniture that I had when it was replaced, the cushions have gone completely flat, the armrest is breaking and the recliner is bent. However, despite being told by both techs that the furniture was not able to be repaired there had been no attempt at a resolution on the part of Bob’s Discount Furniture; I have spoken to multiple customer service representatives to no avail. At this point, my investment has lost all of its value and I am unable to use the furniture because of the poor state that it currently is in.

I am lodging a formal complaint against Bob’s Discount Furniture in [redacted], NY; their business practices are unacceptable in regards to addressing customer issues with their products. While they guarantee all of their products they are more than reticent to actually act on that warranty.Desired Settlement: I am requesting full refund for the total cost of my purchases or a replacement of the products that are defective.

Business

Response:

Good Morning Revdex.com,

We apologize for the disappointment this customer has been

experiencing overall with their reclining sofa and loveseat.

Our records indicate that this merchandise was delivered in

the year 2011 and we completed a courtesy exchange for the customer in June of 2012.

Based on the courtesy exchange date this merchandise has been out of any direct

Bobs Discount Furniture coverage since June of 2013. We serviced this

merchandise one time inside of the warranty for loose bolts and then approximately

one year and seven months later we received reports for multiple concerns that

had never been reported to us before.

As an extreme courtesy we sent our service technician out at

no cost to this customer to see if there was anything we could offer on a best

effort basis this past August. Regretfully the merchandise concerns could not

be satisfied by this service technician and again this customer has no warranty

or replacement coverage active directly through Bobs Discount Furniture.

Given a review of all facts within this scenario we are

willing to make a third courtesy offer to the customer for the pure reason that

we care about resolving our customer’s concerns in a manner that we feel is

fair.

We will offer to apply an electronic store credit for 50% of

the merchandise cost originally paid to us. The customer can use this credit to

select a new living room set or any other type of furniture they wish. Bobs

Discount Furniture will not be responsible to remove the current sofa

and loveseat from the customer’s home should this offer be accepted.

Kind

Regards,

Bobs

Discount Furniture

Review: I contacted this company about a sofa purchased 5 years ago. The bonded leather is peeling off the sofa. This furniture is well cared for in a home with just 2 elderly people. I is obviously a defect in the material. When I contacted the customer service department they informed me it was not covered under their warranty. My expectation is that a material will not peel away in less than 5 years. They offered no remedyDesired Settlement: I would like to see this item repaired or replaced.

Business

Response:

Good Morning [redacted],

I am very sorry for the disappointment you are

experiencing with your bonded leather set. I assure you that Bobs Discount

Furniture cares very much to satisfy all our customers and we stand behind the

quality of our products even after the expiration of our one year guarantee

period.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling over time is not

isolated to the bonded leather products we sell at Bobs Discount Furniture.

Bobs Discount Furniture believes in transparency and in every single

one of our showrooms we maintain a placard with the material make up of each

living room set. The fact that this merchandise was made from 100% Bonded

Leather – everywhere your body touches was displayed along with this set and

available for any consumer’s review during your time of purchase.

If you continue to purchase/maintain bonded

leather furniture in your home regretfully peeling can occur based on the

nature of this material’s manufacturing process. You have had this set

for over five years and in that five year period our records indicate that you

have not reported any issues to us before now. The Bobs warranty on your

merchandise expired over four years ago and as this concern does not stem from

a factory defect in the product’s workmanship and is viewed as normal wear and

tear industry wide, it is should be understandable as to why we would have no

recourse to offer you as the retailer in this situation.

As an extreme courtesy and in your

case alone we are willing to make you a one time extreme courtesy offer. As

indicated within the facts above it is not our responsibility as a business to

take ownership for this type of damage and this offer should not be

anticipated by other consumers as the proper form of response for a bonded

leather concern.

If you would like to reselect to a

different set, made of a different material that may fit your furniture needs

better we can offer to credit you (store credit) 50% of the original cost you

paid for the [redacted] sleeper sofa. Your original receipt depicts a cost of

$599.00 of this item alone so a 50% store credit would be equal to $299.50.

In the interest of fairness we would ask

that if you want the new furniture you select to be delivered you cover the

cost of that service as delivering the merchandise has always been a charge we

maintain separate from the cost of our merchandise.

We are unable to offer to remove or dispose

of the current merchandise you maintain in your home.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork.

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the store. They feel 5 years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold there. Their expectation was a suitable replacement.

Sincerely,

Business

Response:

[redacted],

I apologize again that you are so

frustrated with the level of Customer Care we are providing you with. I have

ensured that this account has been thoroughly reviewed by multiple members of

our corporate department. As a business we are applying the most amount of empathy

possible by providing you with any

option for resolution. Whether you feel that this offer meets your expectations

or not, a retailer owes their consumer coverage under the expressed warranty

set forth during the time of sale. Your warranty period through Bobs is void,

your merchandise is past its expected product lifetime, and most importantly is

not experiencing a defect.

We are all on board with the

option for resolution we have provided you and I apologize that you continue to

find this unacceptable. Bobs Discount Furniture is unable to take

responsibility for a concern that is beyond our control. In all reality our

very reasonable offer for resolution is providing you with 50% credit on a set that

has been used in the home for several years. As a business we are already

taking a massive loss in an effort to satisfy your demands.

In another extreme effort to

provide you with some satisfaction and prove that we do care we will offer to

cover the cost of delivering the newly selected product.

This is our final offer and should

you choose not to select this path for resolution we will be unable to offer

you alternate recourse for this concern as this is already a courtesy offer on

our part.

I apologize that you remain so

dissatisfied to date and hope that you can understand our position as a

business while we work to the best of our abilities to meet your demands.

Regards,

Bobs Discount Furniture

Consumer

Response:

Review: [redacted]I am rejecting this response because: I think I have made it quite clear that my expectation is a replacement sofa. This business has chosen money over customer satisfaction.Sincerely,[redacted]